Hotels.com
Reviews and Complaints

Hello: I am Raphael Wilson-Ricks. I am currently staying in the above hotel. I made a reservations for 28 days. I have attempted to speak with someone at Hotel.com regarding this many issues here. I am in Mexico for work purposes. I am a business owner. In addition, I've booked several shows to display my product. I was told that i could check in early in the am my first day. I did not get in my room until 2pm and because of that I missed a show that I paid $300.00 to participate in. The room has only beed cleaned once to this day. I had another show this morning and was given a certain parking space. Last night the hotel allowed someone to park in my space blocking me again. This morning when I left my room to load my truck for another show they allowed someone to park at my door and I could barely exit. I was not able to load my truck and make this show. The room is full of roaches, the wi fi does not work. I asked to change rooms and was promised another r om because I must take orders over the internet and I am trying to recoup some of the money that i've lost. There is no General Manager here. I am always referred to speak with the person in the reception area. Two of them speak no english so this does nothing when a situation arises and that needs immediate attention. I've already completed two surveys and have left messages for a manager to call me regarding my concerns.
So now I am putting this in writing. I am asking someone from your legal department to contact me. I thought that your company check out the hotels before you become affiliated with them? I would like information regarding filing a claim against Hotel.com for all that I've encountered. I've been told that they will not refund my money to me and I asked to be moved (through hotel.com). Again, no one has followed up with me regarding either request. Today I called Hotel.com again to speak with a Supervisor and asked her to call me back because of the internet constantly going down I would not be able to speak with her long. She took my number and It's been over 1 1/2hrs. I don't know which is worse this hotel or hotel.com. I can be contacted at [protected]
Raphael Wilson-Ricks

I arrived at 330 on September 11, five people were behind the counter, I had to wait for assistance and there were no rooms ready. I got a room eventually, dropped my things and went to work. I returned late, there was a barking dog on my floor, got ready for bed, pulled back the sheets to sleep at 11 and the bed was full of hair and filth, dirty, not changed. I called the front desk to be moved, they could not send up a key, so I had to repack and go to the lobby. I got another room, entered, immediately showered off the filth from the first bed, and looked down to find a dirty bandage in the tub. Then, as pulling a towel from the sink side cubbie, found an opened condom wrapper inside. Also, the desk attendant wrote my room number on my room key jacket at the desk with others present. I expect full reimburement for these gross health and safety violations

I have booked Residence Inn by Marriott Tysons Corner
8616 Westwood Center Dr Vienna, VA 22182 United States for my guest Ms.Agapi Svolou who came from France.

The movement when she get down from tax, she started spelling bad, she just proceed in to hotel reception and she could not able to stand 2 mints because of bad spell. She came out of the hotel property and called about the situation. Immediately I have booked another hotel (Confirmation number: [protected], The Westin Tysons Corner) and she checked in that hotel and she is happy now. After booking The Westin Tysons Corner, I called to hotels.com customer service explained the situation they are able to refund 50% of my booking amount and rest of the amount they have not refund and they are telling its property policy etc. If the property is bad then they have to refund entire amount, I request you to kindly understand the situation and help me the rest of amount refund.

If you have any need any information, please call me [protected]

Thank you

[protected]
See attached email confirmation of above booking with private bathroom. The room I was allocated was a shared bathroom hostel accomodation. I left the accomodation after 5 mins and returned my key advising reception why i was not staying but as ai did not book direct with the hotel I have to deal with hotels.com for refund. I have made several requests to hotels.com for refund and still nothing.

I have been staying at the Travelers Inn in Longview Wa since Aug 31, 2018 when I booked my room on your site and since then I have been paying everyday since
now the owner comes to my room and basically forces my room door open and tells me that I basically can't have my stuff on the bed and then tells me that I can't have visitors and because my bed is made and I have stuff on my bed that I am not sleeping in it and he has done this for 2 days now and all he does is complain that I have stuff on the bed and he tells me what I need to have done and complains about everything and I am not doing anything but keeping to myself.. But his pushing the door open on me just so he can see who or what I have in my room... And like I said I have been here since Aug 31, 2018

I wish to file a complaint about the treatment we received.
First, The hotel is guilty of "false advertising". The Name is Ocean Drive Beach & "Golf Resort" (there is no golf course attached to the hotel. We came with the intent to play a little golf, but to no avail. There is no Ocean Beach Hotel Golf Course.
Second, We requested a room with (3) beds. We received a room with (2) beds. Our daughter had to sleep on the floor after agreeing to drive up to meet us for a weekend family outing.
Third, we drove (7) hours to be greeted by a rude, unusually hostile desk team. They insisted on making a problem for me. The request for (3) beds was written on the face of the reservation. However, the desk refused to honor it, insisting that I contact Hotels.com.
Fourth, I called to follow-up on the reservation with Hotels.com and the front desk acknowledged receipt of my request before leaving home. However, this rude woman, upon seeing me insisted on acting out some issue that I can only ascribe to "racism".
I respectfully request Hotels.com refund the $457.00 paid in advance for this hotel.

Stay at: Hotel Roma
Piazza Santa Chiara 15
Assisi-Italy
Dates; 7/9/18-7/11/18 (3 nights)
Number of guests: 3
I am writing to you to inform you that during my stay, there was no Wi-Fi in the entire hotel, and the television in my room was not working.
The very first day of our stay here, I spoke to people at the front desk, and they told me that they knew about the WIFI, and that they were going to fix it. We also mentioned the issue with the T.V. in the room.
Throughout our stay, we continued expressing our concerns about both issues, but every time, the answer was the same: "we are going to fix it". The issues were never corrected.
Due to the lack of WIFI, I was not able to communicate with USA and conduct my business. Also, my family was not able to watch T.V. in the room.
This room was advertised with both; WIFI and television, but they did not provide either of these services. Therefore, I am requesting a refund.
Please get back to me at your earliest convenience.
I thank you in advance for your time and kindness.
Fernanda Feuret
Confirmation#[protected]

I'm going to complain even though I know Hotels.com doesn't care at all and this was proven today 9-4-18 when my husband spoke with a lady from Hotels.com ( Leaha) at 2pm and he asked her 3 times if she cared about what we were going through and she said NOTHING in response so each time he asked her if she even cared about the customers and she said NOTHING in response. And the only thing she did say was that Hotels.com cares about their relationships with the hotels. I will NEVER use your service ever again and I will only give BAD reviews and will never recommend your service! We recently took a trip 8-23-18 through 9-2-18 to Florida and booked back in May and had both hotel stays paid in full by June. We went on our trip thinking everything was set except for parking at both hotels which we knew we would have to pay for when we arrived at each stay. But what happened is Hotels com took our money and each hotel charged us again in full for our stay again that was already paid for back in June! I have to say the only excellent customer service we have gotten is from the staff at the Southernmost House Inn in Key West FL! This staff goes above and beyond for their guests and have been the only ones very concerned about us and what has happened and willing to help fix things. They are rectifying the issue promptly and courteously for us that happened with our double charge there. Next time we will just go directly go through the excellent Southernmost House staff for future stays! I want to own my own Bed and Breakfast someday and you have shown me a great example on how NOT to be! I don't like complaining but really who wants to pay twice for a hotel stay?! In costumer service you have to treat others how you would want to be treated or how you would want your loved ones treated! I can only hope that someone reading this actually cares about the job they do and the service thats provided to care and what to fix things!

Heather

I booked to stay at Kuta town house, indonesia, and received reservation confirmation and total price to pay at accommodation, by email. I arrived with my 3 children to be told we had no booking, after an hour or so we were given a room and told to come back to reception the next morn which we did, We were then moved to another room (which was really nice) I then tried to pay but lady would not take payment until I checked out. I payed my mini bar bill each morning and received receipts. When I did come to check out there was nobody on the desk, and the 2 security guards whom I had to check out with told me my reservation was $300 more (he had the price hand written o a piece of paper) than confirmed, plus the receipts for mini bar he claimed were not paid and that I still owed them even though I had receipts and they said paid on them!
then he proceeded to demand $333 for a restaurant bill (theses are paid up front) this all totalled over $700 which I did not have nor owe, I nearly missed my flight due to them refusing to let me leave until I paid this money, I was very distressed as were my children. After a phone call to the manager a lady who could not speak very good english, she agreed to original price but I also had to pay mini bar again! $77. It was a nightmare and very scary for myself and my children. Most of the staff were lovely and the hotel is very clean and well equipped but this was a scary experience.

Your sincerely

Christina warning

I submitted a comments form as requested, but it was rejected for no apparent reason. Here they are again:
This is not a 4-star hotel as claimed for lack of ambiance, unattractive rooms and indifferent management. It could be an adequate 3-star hotel. It has glitzy chrome and glass bathrooms which do not have some very basic things like soap dishes in the showers.
When we arrived we were not provided a room with walk-in shower as requested ( for medical reasons), but were given room with a "climb over high bath tub sides" shower. We were told that management does not review special requests until the night before arrival, and by that time walk-in shower rooms were booked. That problem was fixed the next day. Apparently the hotel has only a few rooms like that.
The staff was friendly and helpful, something that could not be said about management. We had to cut our 5-day stay short by one day. The hotel refused to give us credit for the extra prepaid day. The reason given was that "it is in the computer", as if this were some inviolate natural law. They also charged us an extra day for parking, even though it was not prepaid.
Charging for services not provided is neither fair nor honest.

Booking reference number:
[protected] & [protected]

I have been using Hotels.com for a number of years now & you can see this on your records.

On the 13th December 2017, I had made a reservation with Hotels.com, I had booked 2 rooms for my family at the Fairway & Bluewater Resort in Boracay, Philippenes & Hotel Jen, It was announced on the media that Boracay island will be closed for refurbishment & it was on the dates when we had booked our vacation.

I rang Hotels.com in early April to confirm if this will effect me, the member of staff reassured me that we have not been affected.

Then again I called back that it's confirmed that the island has been closed & after doing some research the member of staff said I was correct & it has been closed.

Then they tried to relocate me for something similar but unfortunately they couldn't find anything that suited my kids requirements.

Then cheekily the member of staff sent me a message to say "We have been informed by the Fairway & Bluewater Resort that the reservation has been cancelled" but it was me that informed Hotels.com.

They were going to look for an alternative resort for me, it was really hard work for them & then just refunded my money to my debit card without my consent, I called Hotels.com & I told them my account is now closed & can you make the refund into another account. They refused & saying it's company policy.

This company policy has put me into a financial stress, they refunded the money into my closed bank account on 8th April, even though I told them my bank account was closed in the middle the of February 2018

There has been furthermore refunds in May & June 2018 & Hotels.com, even me notifying them the bank account is closed they refunded into that closed account.

I have been calling regularly since April & I most have spoken to over 100 member of staff including supervisors or managers, I was promised many times that this will be resolved & I will get a call back, but no one was helpful at all, all it did was it cost me a lot money for my phone calls for all the hundred of hours I spoke to them, you may think I'm exaggerating there were days I had call a number of times because the phone call was disconnected because of the pressure that was on the member of staff & some days I was on the phone for 7 hours in total.
I've must have spoken to people in America, South America, Philippenes, India & so on.

However since I have been going to the bank and communicating with hotels.com for several months now but hotels.com are very uncooperative, Even the bank manager has had a telephone conversation with one of the staff at Hotel.com and she admitted that the money has not been refunded. But they want a written email confirmation about the returned the money, the bank manager explained that bank doesn't have facility of external emails which was explained to the lady at Hotel.com.

So I've been stuck in the middle of this nonsense for several months now, can you please return my refund to me immediately.

I was charged for a stay at the Newport Hotel Hotel & Resort, 3 times. 1 by Hotels.com, 1 by Priceline, and 1 ONCE by Expedia. I stayed at the Hotel. And was charged 3 times for the stay. After argueing with Hotel.com. As to why would I make a reservation on the same day I was staying at the Hotel. The refunded me $150.00 out of 290.00 approximate that was charged to me. I don't know how, or who, why, when, this reservation was made. But they have TERRIBLE CUSTOMER SERVICE. I JUST GOT RIPPED OFF. AND THIS CAUSED SEVERAL OVERDRAFTS IN MY CHECKING ACCOUNT. I WILL NEVER USE THIS HOTELS.COM SERVICE. AND ADVICE EVERYONE TO STAY AWAY FROM IT. AS WELL AS FROM THIS HOTEL NEWPORT BEACH HOTEL & RESORT IN SUNNY ISLES. WHERE I WAS DISCRIMINATED AGAINST BY THE GENERAL MANAGER. AND MY ROOM WAS SPIDER INFESTED. AND I HAVE ARACNOPHOBIA. THE CUSTOMER SERVICE AT THE HOTEL WAS DISGUSTING AS WELL AS THEIR ROOMS.

Website : www.hotels.com
Date of Booking : 26th June 2018
Confirmation number : [protected]
Hotel Name : Hotel Ca' Formenta - Venice
Check-in date : 4th August with free cancellation until 1st August

I used a search engine to book 3 cities with 3 hotels in Italy, one of them was through Hotels.com.

My booking was made with 1 night reservation initially with free cancellation option

I did a modification to the above reservation same day of booking on (26th June ) to add one more night under same conditions of the 1st booking made to check-out on 5th August instead of the 4th August.

noting that I just chose to modify the dates and extend the stay 1 additional day. I received the confirmation email with the modification

I cancelled the reservation on 20th July. On that day when I was cancelling, I noticed that the whole booking due to extending the stay (+1 additional night) the whole booking was changed to "non refundable"

No amount was refunded till date.

I wrote to booking.com twice with no feedback till date. I am requesting the following:

Full Refund of total amount USD 302.86 to my credit card due to lack of unclear process of reservation/modifying reservation from hotels.com

Please help as I had to cancel the whole trip due to emergency including cancelling other two hotels ( which were cancelled with no trouble)

Attachments :
1.copy of my first reservation with 1 night through Hotels.com
2.Copy of modifying the reservation to 2 nights through Hotels.com
3. Copy of cancellation confirmation received
4. Copy of email sent to Hotels.com with no feedback
5. Copy of the other reservations that I made to my total stay on other websites which I cancelled with no trouble

Thanks in advance

Randa Adel

We booked a 3 day stay at the Boulan South Beach Hotel in Miami that started on Thursday evening. We contacted the hotel reception on Thursday evening to advise that we had to leave the hotel for family reasons and due to the noise from the construction work in the bar that was directly below our room. We contacted the hotel manager, Marvin, who agreed to refund us for the Friday and Saturday night. Marvin told us to contact Hotels.com by email to explain why we had to cancel our booking, and that Hotels.com would email Marvin to confirm that he has agreed to the cancelation.

Please confirm that the 2 nights accommodation will be credited back to our card.

Many thanks in advance.

Booked a room from August 10 to 19th at the Super 8 through Hotels.com. The next day, around 5pm I noticed little bumps starting to show on many parts of my body. It was bed bug bites! I was covered with bed bug bites.
I called hotels.com right away. They offered me to call the Super 8 to get me a cleaner room. I said I didn't want another room in the same hotel and I wanted a room somewhere else. They said I would have had to cancel my room on the 9th to get reimbursed. I told them I could not cancel room ahead time as I had no idea they had bed bugs. Hotels.com never offered to reimburse me. All I was offered was a $100 coupon towards another hotel stay.
I moved to another hotels at my cost.
Very poor customer service. Never again!

I recently had a awful experience using your website and wanted to express my displeasure with your customer service representative. My family and I recently took a trip to Santa Monica, CA for the weekend and we booked a hotel that you offered on yoursite and paid for it though the website. We were busy running around and didn't decide to go to the hotel until 11 at night. To our surprise when we pulled up with our 4 children to the hotel, that we booked through you was completely closed down and out of business due to a fire. We had to then scramble and try to find another hotel which was really difficult seeing that everything was booked out and the places that weren't were to expensive. We finally got to speak to a customer service and all he said he could do was refund us our money. I can truly say I expected him not to only refund us our money but also compensate us for the inconvenience that was caused. We ended up at a motel in a bad area in Baldwin hills because it was to late to get a hotel room on your site or any other site because of the time of night. I am not happy and I use your service alll the time but now if you don't fix this and make us feel like a valued customer than I will make sure never to use your site again and let everyone in my social media accounts know never to use hotels.com to book reservations because they aren't reliable.

I booked and PAID for in full 8 months in advance an apartment with the Sweet Inn Les Halles in Paris this July 2018 for my family of 5 (3 children, 8, 6, and 3). While traveling by car from the south of France to Paris, we got a phone call from Hotels. com that our apartment was unavailable. It took over 8 hours to resolve as their system was done, conversations with 6 different individuals, all of our phone minutes and multiple overage charges (in excess of $50) because we had to make soo many phone calls. They were unable to rebook us anywhere near the place we had originally booked. When we were finally rebooked in a microscopic one bedroom we had to pay for all the additional city taxes at the now, much higher rate. We were also unable to cook any of our meals, as we had originally planned in booking an apartment, and spent hundreds of extra dollars in eating out.. with 3 kids. it was a nightmare. I have used hotels.com, and was, until now a loyal customer. NEVER AGAIN. Even more aggrivating, is that we called and spoke with the hotel and confirmed our reservation and parking THE DAY BEFORE. I should expect for all of our expenses to be refunded, cost of our phone and meals reimbursed. Of course, this was never offered.

I booked 3 nights at a hotel using Hotels.com. They charged my credit card immediately. When I arrived at the hotel they only had me down for 2 nights. They offered to book a 3rd night and suggested I contact Hotels.com. I booked the third night directly with the hotel. The next day I contacted Hotels.com and they wasted an hour of my time correcting their mistake. At the end of the conversation I noticed the direct rate with the hotel was significantly lower than the Hotels.com rate. I asked them to honor their price match guarantee and they refused. After staying at the hotel for 2 nights I got my invoice telling me it was checkout day. I went to the desk and they explained that Hotels.com had cancelled the third night I booked directly with the hotel, and so I had to checkout after 2 days and check back in for the third day. I did that. I then used the receipt from the direct hotel booking to open a "Price Match Guarantee" claim on the Hotels.com website. They refused. I went back and for through 10 emails, asking to have my case escalated. I've lost patience, and now I'm going to file a complaint with my state attorney general.

I made a reservation through Hotels.com for the County Inn and Suites by Radisson, Rocky Mount, NC. When I arrived with my family at the hotel we were rudely turned away, the two women at the front desk claimed that they have been sold out for months with two weddings. The worst was that a week later I discovered that the Hotel still charged my credit card! I had to call to have the charges reversed. Terrible customer service!

My being " cancelled booking reference" : [protected].

I have to file a complaint regarding my above booking! I arrived the hotel at midnight and found that nothing has been reserved for us! The hotel said they DIDN'T have any business relationship directly with HOTEL.com! This is absolutely ridiculous and I even received a mail from you asking about my checkin feedback today! And I am absolutely fortunate that the hotel still has vacancy BUT I have to pay RMB 600 per night for two night and that is HK$ 1500 instead of the original HK$ 1, 100. But I was being treated like a dump, your staff only told me that you will cancel my booking and give me back a HK$100 coupon for future use. I really have doubt I will ever use hotel.com again!