Hotels.com
Reviews and Complaints

Booked Candlewood Suite airport/Cruise in the amount of $201.20 ( $100 Credit + 101.20 Credit card). The reservation no. [protected] for October 26. The hotel did not honor the reservation from the hotel.com. We were relocate to Red Carpet with no microwave and fridge. Check in around 4 am. Hotel.com email me that they have microwave and fridge but it was none.

We deserve to get the 100% money back plus the $100 credit instead just $100. We should be compensated fairly for the inconvenient. We have to get a transportation to go to the second hotel.

That's not the way how you treat to your loyal customer. We needed to build up a trustworthy and good relationship with the customer.

The case no. [protected]

In September 2017 I was issued 2 credit notes of CAD$100.00 each for a mistake that Hotels.com made (that impacted 2 bookings):

1) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCL8TNYUW"
2) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCTMU8YZT"

I was out of town for work for a year and in that time, the credit notes had expired. I contacted Hotels.com and spoke to Jesse - a manager at the company - to have the credit notes re-issued and was told that 'they were issued on goodwill and once they have expired, they are not able to be re-issued'.
The credits were issued for a mistake that the company made that caused a huge inconvenience for us while we were out of town, so they weren't originally issued 'on goodwill' and while it states in the email that the codes have an expiry date, it doesn't say anywhere in the email or in the disclaimers in the bottom, that they can't be re-issued.

To whom it may concern,

On August 16 of 2018 I have booked a hotel through your website Hotels.com .From previous visit to another hotel we had a coupon for a discount that I was attempting to apply but it was not working. I have contacted customer service and after multiple attempts on their side as well an extended time on hold they finally said that I can submit the payment and it should go through with the coupon being used, but it's must be a refundable order, so I did. After submitting the transaction I got a confirmation with a full amount charge and non refundable!
I contacted the customer reps again and they said that I should just cancel and resubmit again. Since the confirmation I originally received stated that cancellation will be nonrefundable the Hotels.com rep requested for me to stay on the line while they will talk to the hotel I booked to make sure they can refund me this transaction and I can resubmit again with the coupon being applied. After a while the rep came back on the phone and said the hotel agreed and they will refund me the full amount. I waited couple days to get the refund and it was still pending. So I went ahead and booked another hotel using Hotels.com as we needed to make sure we had accommodation for the trip and unfortunately the hotel we originally booked was not available anymore for those dates.

The refund was pending for a long time and then it disappeared from my account so I payed no mind to it assuming that it was finally processed. But on October 18 the bank account showed a charged transaction for the full amount from the hotel. So I contacted my bank and they said they cannot cancel the transaction as it is fully approved by the hotel. I contacted the Hotels.com reps again and they contacted the hotel to double check as to why I was charged fully as they promised that I will get a full refund. The manager at the hotel said that they changed their mind and was very rude. I have called the hotel as well and they stated that the person who "authorized" the refund on the hotel side was not allowed to do that and they wont do anything.

So please tell me and assist in this matter as I was charged due to negligence on both your reps side as well as the hotels employees. And the amount of money we are talking here is about 500$. I will appreciate hearing from you as soon as possible and resolving this matter accordingly. Also I would like to have all my recorded phone conversations with representatives Hotel.com for my further action.

Sincerely,
Yuriy Pashkovskiyy

Today 10/26/18 I called because I just had a 3 night stay and did not collect any rewards.
The customer service had 2 different reasons why which did not make any sense.
First reason was that when I booked I did not book through my membership. That's a lie cause when I did book I took a screenshot and it clearly shows my membership number included.
Then after she realized that was a lie she comes up with a different story and says that I didn't collect any nights because I used a coupon. First off that makes no sense if that's truly hotels.com policy because I have used a coupon before on the mobile app and I still collected nights. Second I have a screenshot of the price after I entered in my coupon and it said I would collect 3 nights with this stay!
This does not add up to me.
I am extremely disappointed with hotels.com. I have been booking through this site for a while because of the rewards program. Everytime after a stay when they ask if I would recommend Hotels.com I always score 10 and the reason why is for the rewards.
Now I refuse to book through this site and will not recommend hotels.com. This is really unfair I paid alot of money for this stay to not collect the nights it clearly stated that I would. Also its extremely unfair and false advertisement if I can redeem a coupon and collect nights on the mobile app before and this once I did not.
I'm sad to be done with hotels.com but this was not right.

If you book with Hotels.com an apartment hotel and if you arrive after 'check-in' time and the crook hotel owner does not give you a key, you are not entitled to any refund or support whatsoever!
Your money are gone.
That happens to me this weekend. We booked an apartment hotel that was run by a dishonest owner. Arrived at night just to find out that no key available and no way to access the room. As a result lost money and Hotels.com does not want to do nothing about it.
Won't book with them again and do not recommend anyone else either. It's a sort of legalized scam ring.

I booked a hotel for Greenville, SC for Nov 2-3, 2018 and with this booking I was supposed to get a second night for free. When I called customer support, they did not help me at all and this has made me very disappointed with hotels.com. If this issue does not get fixed, I will be moving my bookings to another site. I have been booking through hotels.com for over 3 years and never had an issue. Someone has always helped me and given me the help that I need. I don't know what has happened this time.

On August 18, 2018 I made a last minute reservation (conf#[protected]) for a one night stay but realized on August 19, 2018, when I went to check in, that the reservation was made for the day prior, which was an error on my end. I did not realize that I made the reservation for that same day as I was booking it. I forgot to change to dates at that time of making the reservation. I immediately asked the hotel to refund the payment since I never actually stayed there due to me thinking I had the reservation for the next day. I was told by the hotel staff that I would have to go through my bank, which is Chase. I contacted Chase right away, that same day, who did refund me my money immediately. However, I checked my account due to a notification from Chase that there was a change to my account and saw that the change was referring to this credit to my account. Apparently, after 2 months of investigating the credit, Chase reversed the credit because they said that it is the responsibility of Hotels.com to refund me. I have spoken to several of your reps who have not been helpful. I have been told that I was charged because I was considered a "no-show". Although I did not show up, it was not intentional. I made the reservation for the wrong date. Nonetheless, I never stayed at the hotel. I need to be refunded back the amount of 124.26 immediately. This is very unfair for me to have to pay for an honest mistake. I can be reached at [protected]

Hi Hotels.com,

On Tuesday, October 16th, I called to cancel a hotel reservation with the Hilton Garden Inn at Times Square due to Medical Emergency.

When Hotels.com called the staff at Hilton Garden Inn, they denied the cancellation request (Hotels.com did not tell them the reason for cancellation).

Since Hotels.com did not tell them the reason for cancellation, I called the Hilton Garden Inn to let them know I needed to cancel the room and obtain a refund due to Medical Emergency.

The staff at Hilton Garden Inn assured me that they would send a note to Hotels.com, letting them know that they canceled the room on their end, and that Hotels.com needed to issue a refund.

When I called Hotels.com back that same evening (Tuesday, October 16th), they had not received a message from Hilton Garden Inn.

I called Hilton Garden Inn again, explained the situation, and was assured that they cancelled the room on their end and that I needed to confirm the refund with Hotels.com. The manager working at Hilton Garden Inn - the person who confirmed the cancellation - is named Kadem.

I called Hotels.com the morning of Wednesday, October 17th to confirm the refund and was told that they were updating their system. I was told to call back in two hours. I called back in two hours, and was told that they were still updating their system, and that I should call back in two hours. I called back yet again two hours later. The third time I called, I was told they were still updating and that I should call back in 6 hours.

At this point, it was the end of the day. I called Hotels.com back this morning (October 18th) to confirm the refund, and I was told that they could not get ahold of the Hilton Garden Inn and needed to still confirm the cancellation from Hilton Garden Inn.

Hotels.com told me that they filled out a form detailing my case and that I would receive an email confirmation. They also told me that they would email me to update me when I could follow up to confirm the refund.

I have received no emails.

Please issue the refund for the stay that was canceled at Hilton Garden Inn for the evening of Wednesday, October 17th for Mr. Eisner.

Thank you.

Made reservations through Hotels.com at Radisson Oceanfront in Indialantic Florida. We had to check out one day early to return to Raleigh North Carolina before Hurricane Michael got there. The hotel management said since we booked through a third party (Hotels.com) we would have to get the refund through them. Had we used Radisson Reservations they would have given us the refund then. I called Hotels.com and explained about the hurricane and checking out early and requested a refund for one day. They said because we prepaid they would not give us a refund. We will never use a third party for reservations again especially Hotels.com. We actually had problems with our room also. The A/C was broken in the room and after trying to fix it two times we asked for another room. The furnishings in both rooms was worn and dirty. The A/C worked in the second room but the unit was physically inside the room with a vent in wall to outside for exhaust. It was really loud and ran constantly making it hard to sleep.

Dear Complaints Board,

My name is Nelson and I made a hotel booking/reservation at The Capitol Hotel Tokyu through the hotels.com website.

My reservation was confirmed (confirmation number: [protected]) and I was told that I will be charged 219, 545 yen in total by the hotel for the room charge. As I was staying for five nights at the hotel, this meant I will pay 43, 909 yen per night as room charge. I understood that this did not include any applicable tax.

Upon check out at the hotel, I checked the invoice (see photo attachment) and noted that the room charge per night was 61, 369 yen. You will see from the invoice that accommodation tax was charged as a separate item.

I asked the front desk staff why there was such a huge discrepancy between the amount I was told I needed to pay by hotels.com and the amount on the invoice. The hotel staff vaguely alluded to "possible additional tax amount" being the reason for the discrepancy but I pointed out that tax was already a separate item. This did not make sense to me whatsoever, but I was in a hurry to get to the airport so I paid the invoice amount.

However, upon review of the invoice and the confirmation from hotels.com, I am quite sure that the hotel over-charged me for the room charge (as it did not reflect the amount in my reservation confirmation from hotels.com). I am disappointed that this happened and feel somewhat tricked into paying more due to a failure of communication between the website and hotel.

This incident has been cause for me to reassess the reliability and trustworthyness of the website, and I am considering warning others about such potential dishonesty.

Please let me know how you intend to resolve the above incident/issue as soon as possible. I look forward to hearing from you.

Kind regards,
Nelson

I have neve been so displeased with a service in my life. I made the reservation last week and found out this week the price dropped. I was like great cause i seen on your website it said "we price match". I called 2 days before i was supposed to go to the hotel and was told we do price match but it will be refunded after you check out and then you will receive a voucher or gift card for a future reservation. How do you price match after the person leave? The customer service reps i spoke to Ren A., and Mark were so rude they told me to take a picture of the price after they just confirmed the change on booking.com. Ren told me i would receive a voucher i haven't even checked in the hotel yet so why cant the price be matched. After this i will no longer use hotel.com cause you all dont stand by what you say on your website nor do you all honor loyalty. I just wanted to get credit the difference form booking instead i get nothing but a headache and rude customer reps. My name is clarrissa [protected]. All i wanted was a credit of $45 to my account for the difference but instead i will be given a voucher for a future trip that will not use. Your Booking Details
Check-in:
Friday, October 12, 2018 from 3:00 PM
Check-out:
Monday, October 15, 2018 until 11:00 AM
Total length of stay:
3 nights
Traveling on different dates?
You selected:
Superior Double Room
Change your selection
Your Booking Includes
Free WiFi
Your Price Summary
Room $355
14 % TAX $49.70
Price
$404.70
(for 2 guests and 3 nights)
Your payment schedule
Before you stay you'll pay $134.90
At the property you'll pay $269.80
How much will it cost to cancel?
If you cancel, you'll pay $118.33
Do you have a coupon code?
Limited supply in Miami Beach: 2-star hotels
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Location Highlights:
Popular Landmarks Nearby
Ocean Drive, Lincoln Road and Port of Miami are just a short distance away
The Fine Print

You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply.

Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.

We stayed at your hotel 4 oct 2018. It was a very bad experience. We complained at checkout but the person at the desk just nodded his head and offered no help in forwarding our feedback.
We stayed at the apartments across the road, which we did not realize when we booked. The room was ok, but very poor sound proofing means we could hear everything. We couldn't watch tv because the remote was not working - batteries corroded- and in the morning there was no hot water so we found not even have a shower. The boys next door came back at 1:50 and for nearly two hours we could not sleep with the noise of laughter and music. They were not doing anything wrong but the walls are too thin and you can hear everything. Why state in your info that guests have to be out by 11pm if you cannot enforce it because it is across the road. These girls who came with the boys were obviously not guests at the hotels. And finally the toilet/shower arrangement is ridiculous - set at an angle it is impossible to sit on it comfortably. The whole place looked like a building site because a lift was being fitted. Luckily as part of a tour we stayed in a decent other hotel in Reykjavik. But we feel we are owed an apology and compensation for a very poor service.

Disgusted with Hotels.com. I was trying to book a hotel in Miami online and their systems were down so I called and spoke to a lady who quoted me an even better price. I gave her all my information to book, including my credit card, however she discovered that their systems were down too. She did promise me 100% that the price was guaranteed no matter what so I booked my flight while on hold. I was on hold for half an hour and I finally asked her if she could maybe call me back when it was up and running, she said no problem and AGAIN promised me that the rate would still apply. She called me back, at almost midnight, we confirmed all the details and she said "I'm processing your order now". After another 15 minute hold she came back and I asked her why it was taking so long, it is very late, and she started to apologize and then disconnected! I am not sure whether she hung up on purpose but she also did not call me back. When I called to speak to a manager the next morning, there was no record of my booking and the price of the hotel room had gone up more than double! He refused to honour the price she GUARANTEED me and said he would only give me $100 off. I now have a flight I booked based on this hotel price and no hotel! I told him I would never book with hotels.com again and would make sure I tell everyone not to and his response was "you do what you need to do." DISGUSTING.

I booked a reservation 10/8/2018 for a room in LA. Booking screen clearly stated i could cancel 10/10/2018. I canceled 10/9/2018. Now hotels.com says i have a $250 penalty the room price is $222. penalty includes tax? No consideration from the rude manager of customer service Victoria F. I was told that Hilton has a 48-hour cancellation policy. However I did a mock booking with her showing that there are multiple cancellation options depending on the price you pay for the room and there are 24 hour cancellation options which is what I booked under. No consideration for the accuracy of my statement they still continued to hold that they would charge me the entire cancellation policy. Where is the ability to fight the fairness of this?

On 29th September I have done a booking for : Bran Monte Crai, Bran -Romania (Confirmation number: [protected]) for 2 nights and everything was fine. Today, I just saw that I received an e-mail (I was on holiday for a week and I didn't have access that much to the internet) from the property telling me that the room I have chosen one week ago is not free actually. They were saying that it was a system problem. But this is not my problem, because of this situation I have lost other opportunities and if "I knew from the night I did this reservation I could have looked for other places. Besides this situation, I found the mail in Spam. Imagine that I could not see it and go to the destination on 31 December where they could inform me that with my reservation was an error. This is not admissible.

Another thing is that on your website it still appear my booking. And there appear 3 nights instead of 2 nights that I have booked. How is this possible? I can not believe such a thing.
I will never ever in my life use hotels.com and I will tell to all my friends not to use hotels.com because all the services are bad. Maybe when you remain without clients will make an effort to do your job well.

It is a shame that you do not know how to do your job well.

Booking number [protected]. made 02/10/2018 for 1 night 10/10. Chose on the basis of the attached photograph showing free cancellation. Found this was not the case on receiving confirmation and i was liable for cancellation fees from the moment of booking. Your customer services were less than helpful. Not happy the statement in the picture which is specific to the room I was trying to book is a lie. Hotel not happy when i showed them the picture either. Considering sending this to trading standards

On 9/28, I booked a room for the Oceanside Hotel and Suites in Miami Beach for my wife who was going to stay 1 night on 9/29. When she checked in, first the front desk man asked her multiple times if she was there by herself and kept smiling at her in a provocative way. Then when he handed her the key he purposely touched her fingers and hand with his. When she went to the room it smelled and caused her to get a migraine.
So she went back to the front desk and the clerk told her he'll get her a 'special' room, or something like that. My wife was genuinely scared and called me right away. The clerk hadn't returned and I told her simply to leave and I'll take care of it. I spoke with the reservation person at Hotels.com and then her supervisor. Both called the hotel and both were told NO REFUND since my wife walked out. What did they expect, for her to remain in front of a person that frightened her and then would have a master key to her room?
I understand you don't know my wife, but she is a strong woman and definitely not easily scared. This is one of the only times in our 20 years that I can actually remember her being scared for herself.
Then to make matters worse, while I have her on the phone, I again went to hotels.com to get a different room. This one advertised for $120, so I went ahead and booked it. Now granted, I didn't pay much attention since I had a distraught wife on the phone but when I looked again, they charged me $245. WOW. I didn't bother to call and complain about that bait and switch and the hotel was extremely nice (So my wife told me), but to just wash their hands of the first incident is unacceptable.
Anyway, Hotels.com will not receive any further business from me, and you better believe I'll be telling this story to all of my associates who are frequent business travelers.

I made a booking through your website at Tshedza Guesthouse. On arrival I did remark to the gentleman taking me to our room that it looks nothing like the photos on the internet. We checked in and went to our room. It was filthy and in a very bad state (unfortunately I was so upset, I didn't think to take photos). I went back and asked for a refund. He said they didn't do refunds but will take me to their other branch. I accepted and when we got there it was in just as bad state as the other one. Again I asked for a refund, which he refused. We couldn't sleep in those circumstances so I searched for alternative accommodation (which luckily I found) and had to pay again! It is a shame that businesses can get away with this. I am requesting a refund from Tshedza Guesthouse. Also should they be banned from your website for false advertising.

I was in search for cheap airline tickets called this number [protected] and they booked me a flight using the cards. And now I have know gift cards and no flight. Card numbers [protected] and card number [protected] I have used cards before and thought the reason for the numbers where to track cards. I was told by your customer service there is know way to track cards. What i'm not understanding is how a third party can have access to a valid airline and use your cards to scam hard working people. I'm not sure what I have to do but something can and will be done.

Dear hotels.com,
I am writing to complain about the reservation Nr. [protected].
According to our reservation confirmation the total amount was 204, 99 EUR, but at the reception we were charged for 235 EUR, the asked plus 30 EUR for the cleaning.
Above this, in our reservation confirmation the tourist tax was 0, 81EUR per night for adults and for children under 16 years 0, 41 EUR, this total had to be for us for 3 night 10, 95 EUR, but as you could see in the attachment they charged us for different taxes and other fees ( 40 HRK), the difference from this is 7, 76 EUR.
So all together we were charged addictional 30 EUR + 7, 76 EUR, I am demanding to transfer this money back to my bank account.

At the reception we tried to solve this problem, it took 1 hour from our holiday and it was a very unpleasant situation during our holiday.
Before I booked our accommodation I compare the price with booking.com site. At booking.com they show the price more detailed ( accommodation, cleaning fee, tax), these all together was the same price as at hotels.com ( the total amount was the same 204, 99 EUR). So I choose your site because I was always satisfied with your services until now, but at this time because of my loyalty I had paid 37, 76 EUR more.
I look forward to your reply and a resolution to my problem quickly.

Sincerely
Pál Józsa