Hotels.com
Reviews and Complaints

Clearly requested a dog accommodated room on 7/2 via telephone for 7/4 thru 7/7 stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself, only to be told all pet accommodated rooms were all BOOKED! Spent the entire day today prior to our arrival tomorrow calling both parties for a resolution. Was told to "board my dog elsewhere or leave her home". Called Hotels.com and was given the run around, transferred from one person to another, and then BACK to the Hotel! When I finally reached the hotel manager, after he told me in the morning he'd help me, 6 hours later I CALLED HIM. He told me he "found" me a pet room. When I asked for an email confirmation with this information, he told me he wouldn't do that, and "I should trust him"! So I should have packed up my family and driven 3 hours "trusting" that a room would be available to us? Needless to say we had to cancel our plans, and they had the nerve to charge me a one night cancellation fee of $257.99! Called Hotels.com AGAIN for a resolution and refund, ONLY TO BE PUT ON A20 MINUTE HOLD, AND THEN TRANSFERRED BACK TO THE HOTEL. HOTELS.COM error all along. And try getting the same person or even a NAME to call back to refer to. Ruined my weekend plans. I have already lodged a complaint with the BBB, against BOTH Hotels.com and the hotel itself. Total ripoff

This has been the worst experience of my life with a hotel reservation, ever. I booked a room at the queen elizabeth hotel for Friday 28th June, a surprise for my husband's birthday. When we arrived at check in at 1930 I was told ‘there is no booking in your name and we don't have a room for you'

I showed them my confirmation email, reservation number [protected] with payment made in full for $115 to hotels.com. Nothing could convince them I should have a room and I was told to call hotels.com.

I was at reception for almost an hour trying to speak to hotels.com and the hotel to fix this, I was distraught, crying, extremely upset to the point my husband went to sit somewhere else as he couldn't calm me down.

In the end the hotel gave us s room by 2030 but our night was ruined and we didn't do anything for his birthday.

I've never used hotels.com I always use booking.com I don't know how on earth this could have happened but I want a full explanation. I will be writing public reviews of this awful and unprofessional company.

My name: hannah Haikal
Email: h.[protected]@hotmail.co.uk
Number: +[protected]

I booked a hotel room with hotels.com and I got a charge from them and the hotel themselves. I noticed that hotels.com was $231.00 more than the actual hotel. When I tried to get a refund because they say they have the lowest price all they kept saying was they were the lowest price at the time. I explained to them that I had the charge from them and the charge from the hotel within an hour. The customer service people stated that they could give me a refund and then told me it was a typo. I have included the conversation where she typed out "can issues a refund" Then when I pointed out that they can she said typo.

Totally understand that you'd want to have the lowest possible rate for your booking. We'd like to inform you that we pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website/confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by http://Hotels.com to compensate us for our services.

Hotel pricing and availability are always subject to change. It is possible the price that the hotel charged you is the going rate now, and not what it was prior. Rest assured you paid the lowest price available at the time of booking. For that reason, we can issue any refunds for the difference of the rates. Hope for your kind understanding on this matter.

So you can issue a refund according to your last paragraph. I find that the lowest rate is not accurate due to the fact that they charged the card the same night y'all did. I will keep this in mind and will probably not use y'all again if a refund can not be done even though you said it can be in the last paragraph

Horrible experience with hotels.com and costly. I unfortunately booked the wrong hotel originally. I had the the option to cancel unaware of the "non-refundable" policy. I was told a different story each time I called. First time I was told if I cancelled in less then 24 hrs I'd be funded 3 three days. I also called the original hotel they told me they didn't receive a reservation nor payment. Both were lies. I was charged fought it. Hotels.com charged me twice for 2 nights at 2 different hotels. Even though I got a cancellation email confirming that my original reservation was cancelled. Obviously it was a worthless email. Was charged anyway. The original hotel was Bonita Beach Hotel in Ocean City Maryland. That should have been cancelled. The second reservation was made at princess bay side beach hotel in Ocean City Maryland. Upon my arrival during check-in I was told I only paid part of the reservation and I still owed $300. I was originally charge for both nights. So now I have been charged for two hotels for two nights each. Now you want to charge me additional $300 on top of it after you are he charge me for two nights the at Princess Bay Hotel. To say I was livid was an understatement. I was told to wait until it had gotten straightened out I sat for 40 minutes in the lobby while other guests were being checked in. It was not handled very well and I wasn't offered anything for the inconvenience.

I was booked for 2 nights with my wife at Sarova Whitesands Beach Hotel at what was said to be best deal - $400 after being prompted to confirm my booking immediately as prices could increase. Whilst checking in I was astonished to find the price at the counter is $320. I have written to hotels.com demanding a refund of $80. I view this as marketing dishonesty. Awaiting response.

Sent from AJClaim of reimbursement
On Jan 19 -2019 I made a reservation on your website hotels.com (attached is reservation )

On arrival April 21 we were in chock ! we immediately complained in the hotel reception that the room did not hold the standard we expected, the woman in reception agreed that the pictures and description on Hotels.comdid not reflect reality, and it was only two (2) rooms in the entire hotel like the ones on the website( we did not get her name but she had a beautiful afro hair ) and she promised to talk to the manager, she did and on the morning of April 22 we talked to the manager name Joe, Joel, George who promised we could check out and have a refund as he also agreed the hotel /rooms hotel.com had sold to us was not in reality as expected! No bathrobes no luxury toilet amenities, no coffee/the machine, no safe in the room, we checked out as agreed and found another hotel, but we returned daily to make sure the refund was done but it's still not done.

Attached is some pictures from the room that show the standard .

We expect a full refund minus our first night, and the funds returned to my American express .

Sincerely

Anders Jonasson

Från: "Hotels.com Sverige"
Datum: 19 januari 2019 22:27:43 CET
Till:
Ämne: Hotels.coms bokningsbekräftelse 155124955596 - U Hotel Fifth Avenue - New York

Anders, din bokning är bekräftad och betald.
Dear Anders, your booking is guaranteed and all paid for.

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U Hotel Fifth Avenue
373 5th Ave,
New York,
10016,
NY,
US

+12122133388

Bekräftelsenummer från Hotels.com 155124955596

Checka in söndag den 21 april 2019 (15:00-24:00 lokal tid)
Check-in Sunday, April 21, 2019 (3 PM-midnight local time)

Checka ut lördag den 27 april 2019 (Före 12:00 lokal tid)
Check-out Saturday, April 27, 2019 (Before noon local time)

Din vistelse 6 nätter, 2 rum

Avbokningsregler Gratis avbokning t.o.m. 18.4.2019 15:00 (GMT-05:00)

Betalt belopp 32 071.08 SEK

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Hotelluppgifter
U Hotel Fifth Avenue
373 5th Ave, New York, 10016, NY, US
Telefon: +12122133388

Viktiga notiser Hotellet gör en kortreservation på USD 150 för bokningar där betalningen sker på hotellet istället för vid bokningstillfället. Kontakta boendet med kontaktuppgifterna i bokningsbekräftelsen om du vill ha mer information.

Krävs vid incheckning Kreditkorts- eller kontantbetalning av handpenning krävs

Statligt utfärdat id-kort med foto krävs

Lägsta ålder för incheckning är 18 år

Information om rummet
Rum 1 Rum - 1 kingsize-säng (Contemporary)

Anders Jonasson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Rum 2 Rum - 1 kingsize-säng (Contemporary)

Ronny Vidigsson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Betalningsinformation
Pris för rum 1 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Pris för rum 2 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Skatter och avgifter 4 452.92 SEK

Betalt totalbelopp 32 071.08 SEK

Betalt belopp 32 071.08 SEK

Inkluderar specialerbjudande: Spara 21 %

Tack för att du betalade med ditt AmericanExpress-kort som slutar på 1008. Den här bokningen är bekräftad.
Du kommer att vara tvungen att betala ytterligare avgifter som du ådrar dig under vistelsen direkt på hotellet i den lokala valutan.

Thank you for paying using your AmericanExpress ending in 1008. Your booking is guaranteed.
You'll need to pay any additional charges and fees incurred during your stay at the hotel in their local currency.

My husband booked a surprise trip for me through hotels.com and used his email so I wouldn't know about it. After the trip they wouldn't give us our reward night because he used his email bs mine even though we had all the proof that it was under my account. We were 1 night from a free stay. After we get our free night we will no longer book through them. They are to hard to reach and not flexible even to long time customers.

This the email I wrote to Hotels.com:
Greetings,

I booked a hotel room through Hotels.com and when I got to the hotel it was sold out. My confirmation number was [protected]. It has already been refunded, but my issue is that I spent money on a cab to/from Newark airport and want to be compensated for that because I never would have come to this hotel if there wasn't a room available! The taxi was $120 total.

My second issue that escalated is that I spent an infuriating amount of time with a customer service rep ("Cheryl") over chat with Hotels.com and she couldn't help me. Said there was no one to escalate this to. She was trying to solve a problem I didn't have. I had already called and received the refund for the hotel.

This is unacceptable. Incredibly frustrating, too, and a waste of time. Please let me know what you can do for me - perhaps a future hotel room credit or a $120 credit to my account.

Thank you,

I have used Hotels.com in the past and if you do not need to make a change then they can be a good option for finding a hotel quickly in an area you don't know. If you do need to make a change however they are a nightmare. Most changes cannot be made online and when I finally got someone on the phone today to make a change they canceled my entire reservation instead of the one night I was requesting. Rates have gone up 60% since my original booking and I'm left with very few options for the week of college move in. I asked to speak with someone higher up at Hotels.com and was told by the 2nd person I spoke to, who's English I could hardly understand, that there was nothing they could do and that there were no higher chains of command. Their customer service can only repeat the phrase that rates are subject to change.

I booked a hotel and paid for free cancellation

I cancelled the hotel booking on 4 June, the hotel booking was for 7 June

Hotel, com have confirmed that they did not send the cancellation email to the hotel. Therefore the hotel have billed me on 7 june !

I have now message twice and rang once and on 3 occasions been told that someone will process the refund, but it has still not been processed.

I will incur interest on my credit card if the balance is not paid in full by the due date which is going to happen should you not make the refund. I expect hotel.comto sort this ASAP as these was there error not sending the cancelation to the hotel

Booking ref was [protected]
name Rebecca Holland
telephone [protected]
becky.[protected]@gmail.com
If someone doesn't resolved by Monday ill call my credit card and dispute the transaction !

I have to complain about the"Captain Obvious" advert for Hotels.com.
I last saw it at 9.35p.m Sunday16th June 2019 on Channel 4 but have seen it at other times, supper/meal times which considering th content is ill advised.
It shows a Man on a lavatory whilst his partner is taking a bath.
Said partner is seen"waving" away the obvious odour!
The Man then reaches around to wipe !
What possessed the ad agency to allow this disgusting idea from a copywriter to'air'?
My family and I agreed on seeing it on the above date that enough is enough hence this complaint.
Absolutely appalling, remove it please.
Regards
Julie-Ann Middup

Hotels.com and their parent Expedia Group have TERRIBLE service.

No one in the US answers the phone at either Corp office and although they allowed me to make 2 reservations, they never submitted the 2nd cancelation and had the WRONG cancelation date published on their site. Falsely represented the company — did not cancel the reservation — and then WOULD NOT DO ANYTHING to fix. They hotel charged me for both reservations.

Hotels.com most senior manager - ya right, read another condescending line from your book again - in the Philippines lied and said he contacted the property to see if they could process a refund which is a blatant false statement. The property was never contacted and after I contacted them personally - again, this was their error, not mine - they confirmed that they were never contacted.

I requested a CALL from each service submission and never did I receive a call. I only received a dismissive email from Expedia corporate with no proof that Hotels.com did anything that they said they did.

Do not use a third party service like this. Ever! Horrible service.

Oh - and I confided in the rep why I needed the hotel and they were so disgustingly cold to my admission of cancer and recent surgery. Gross robots for an even more gross company. Puke!

I paid hotels.com the cost of rm arrived at hotel and ketty told me they dont accept pre paid cards I explained I paid hotels dot com and she gave me smug look and said no handed me my card and id back and said kik rocks I was upset by their behavioir and her demwanor and how she approached me now I am sweating like a pig in my car in 90 degree heat

I called https://t.Co/4ayutdgh97 to get my refund status he said that i would have to buy a https://t.Co/4ayutdgh97 or pay pal or ebay card of $100.00 so i can get my refund it would be $169.00 i bought card gave him info on card then he said jt wasnt valid he told me buy another card for $200 that was an ebay gift card i told him why he said not to worry that there https://t.Co/4ayutdgh97 and that they wouldnt scam anyone so i did he eve passed me to his manager manager told me not to worry that i was gonna get my money and it was a total of $369.00 nothing they robbed me.

None responsive to my refund request. I'm requesting a refund on stolen gift cards but keep getting the run around from the customer service department via phone ( they appear not to have a clue about their jobs) also the people who handle refunds are none responsive. I've left a number of messages over sometime and there has been zero response. I even doubt such a department exists. I would really like some response from someone concerning my refund.

We booked a room through Hotels.Com a week before our trip/confirmed and paid for. We got to the hotel and they told us they were overbooked and stuck us at a hotel down the street that was not on the same level as the one we originally booked. That hotel covered the cost however it was not where we wanted to stay and not exactly as clean. Ridiculous. I called Hotel.Com and all I get is uummm hummm...so sorry...ummm huummm... ok ok...by someone who can barely speak English.

I was very disappointed in my recent stay at 30 James Street. On arrival the first room 11 we checked into was dull and very unclean (this was inspected by a member of the hotel team ). The carpets and walls were filthy with coffee/tan stains on and hair on the floor and towels. The toilet roll looked as if it had been picked out the toilet and dried. The room was nothing like the pictures on hotels.com and instead was dull dingy and tired looking. Following a complaint about this we were moved to the "Molly Brown Quarters", this room was marginally better however was still very unclean. We had to request all new towels due to the originals being filthy (picture attached), the pillows had what appeared to be mascara on and the bathroom had brown marks opposite the toilet. In return for our complaints (wasting an hour and a half of our trip !) we were offered a bottle of prosecco. However this still had not arrived nearly 2 hours after it being offered so we had to call down and request it to actually be sent.
Overall I was not happy at all with our stay at 30 James Street and whilst I appreciate Jamielees offer of 25% of w future stay I certainly will not be returning and do not feel this is adequate compensation for such a poor stay.
Made numerous attempts to contact management in order to discuss this. No reply to email within a week.
Rachel Walsh- [protected]@icloud.com
[protected]

I have made a booking for an apartment through hotels.com app online on 1 January 2019 and confirmation for the booking was sent to my yahoo and the payment was also made.

However, on 3rd June when I arrived at the premise, I was told that no booking was being made. And that they do not have any available to house my family of 4. I tried contacting the number given on the confirmation email but no one picked the call.

We were left stranded. Thank God was the apartment management committee leader was there to help me call the owner. However, the owner had informed me the agent that managed her apartment were informed before 1st January to stop leasing out her apartment as an B&B.

Kindly advise how we can get back our refund and also what Hotel.com will do to deal with such dishonesty.

Regards
Priscilla
Email: [protected]@yahoo.com

Confirmation # [protected]
I stayed at hotel liberty in Paris and when I arrived in my room it seemed fine upon inspection I noticed their was blood on the curtains.
Poop stains on the bed, the towels had pubic hair on them. And the room was not as described. I stayed the night anyways as had nowhere else to go.
I woke up with bedbug bites all over my entire body . Over 30 bedbug bites.
The reception made me pay extra for changing rooms and when I had a friend over for coffee she stopped my friend rudly and called me and said it's against the law in France to have any visitors in hotels
Then she tried to call me and accused me of taking a poop in the sink
Of all things to accuse someone of what the hell is that?
I requested a refund and they denied me.
And I called hotel .com and they wouldn't help me
I want a refund this room destroyed my skin I have bites everywhere and probably have contracted scabies from this hotel.
Please fix this.
Worst customer service I have ever seen in a hotel and most dirty and gross hotel I've ever stayed in. I only use hotels.com for my reservations and they have no way to contact anyone for a refund.
This is terrible business practice.
The blonde lady at reception is also so rude and she should not be working in a customer service industry

I made a booking for a hotel listed under the North Rim grand canyon. This location was actually in the South Rim grand canyon which is a 4 hour drive away. My reservation was not cancelled after contacting the hotel, Hotels.com customer service as well as the central booking office for the hotel. I am seeking full reimbursement for this booking based on misinformation given on the main (hotels.com) website home screen.