Hotels.com
Reviews and Complaints

To Whom This May Be Of Interest:

My name is [removed], my email is shiao.[protected]@gmail.com. You can also contact me directly at [removed]

On May 31st, 2018, I arrived at my booking [protected]) located in Arecibo, Puerto Rico at Toque al Atlantico Family Hotel. Before arriving, I followed the instructions for arrival. I texted the number that was given to me. I did not receive a response. When I got to the property, I noticed many hurricane damaged homes along the shoreline where the hotel was located. There was hazardous hurricane debris strewn across the shore and parking lot. This immediately made me feel unsafe. When I walked into the hotel, the door was closed and a lady that did not speak English walked up to the door. She was observed to be confused that there were guests coming. She proceeded to call the hotel owner, who spoke some English. When she lead us to the room, it was not the room that I had booked. There was trash everywhere, cleaning supplies all over the floor, street signs on the couch, the windows were not open, there was no light, there was chainsaws in the bathroom. I immediately said, no, this is not our room and we cannot stay here. I began to walk out, feeling very unsafe and uncomfortable. She proceeded to show me the adjacent room. It was disgusting and genuinely unsanitary. There was mold on the ceilings and walls, the electrical was exposed and bleeding out orange rust. The windows were broke. There were bugs all over the room. I felt uncomfortable. I have asthma and immediately, I was having trouble breathing. At this moment, with my shallow breathing, I knew that I could not stay at this location. I proceeded to the exit so I could get some fresh air outside. I requested to speak to the property owner. He said that the place was perfectly safe and sanitary. He said he would not issue a refund. I was lightheaded and had shallow breathing and immediately became anxious that I was homeless. My boyfriend and I left the hotel and looked up the closest available hotel. I was so upset. I have never felt like I was scammed on a professional website such as hotels.com until that day.

The pictures, bullet points on amenities, descriptions and more are misleading on the hotels.com website. This is a hurricane damaged home on the side of the road in an unsafe neighborhood. I am shocked that this booking is still on a reputable website such as expedia and/or hotels.com. I am concerned of the safety and well being on anyone who books this hotel.

On June 12th, 2018, I contacted hotels.com live chat and spoke to a representative by the name of Mary Jane. We spoke about what I stated above and she was able to get in touch with the property owner that claimed he would refund me 50% of my booking. However, this complaint that I am writing now is for the well being and safety of others. This hotel should be removed from hotels.com and other accompanying websites. This is an unsafe, unsanitary listing. My fear is that is will take someone getting seriously injured and/or a lawsuit you to take this down. I felt absolutely scammed by this listing.

My resolution for this is that you will take this hotel off all of your reputable websites. I request that you send a representative of your corporation to this hotel to observe and take empirical data as to review it directly. It is my direct request to you for the other 50% of what I paid for in credits from hotels.com. This would be $103.79 USD. I request $103.79 USD in credits for me to use on hotels.com.

Thank you for your time and I sincerely hope you take this information seriously as I am concerned of the safety of your websites' patrons.

Best Wishes,

[removed]

Here is the chat information from Mary Jane and I's conversation on June 12th, 2018:
Disconnect
Mary Jane (Listening)
Mary Jane: Hi, my name is Mary Jane.
[removed]: hI
[removed]: Hi
Mary Jane: Hi Kristina! How can I assist you with your trip?
[removed]: The hotel that I booked through you all was a scam. I need to discuss how to get my money back and how to get the hotel off your website so that other people do not get scammed.
[removed]: I am very concerned. The hotel was completely hurricane damaged and unlivable.
Mary Jane: We're sorry to hear about the inconvenience this has caused you. Hotels.com has never intended to misled anyone with our website and regret that your experience using Hotels.com was not to your satisfaction. The information you have provided regarding the website has been forwarded through the appropriate channels for review. All the contents and descriptions online for this property came directly from the hotel to ensure all information that we disclose online are a 100% accurate. Let me go ahead and see what I can do here for you.
[removed]: Thank you. I have pictures to show for how utterly unlivable this "hotel" was. Wow. I am in shock that this is on your website and that they are scamming people to pay $200.00 a night for it.
[removed]: I could have gone to the emergency room because my asthma was acting up.
[removed]: I did not stay at the hotel.
Mary Jane: Sorry about the experience you have at that hotel. Let me just check your booking.
[removed]: Okay.
[removed]: If you simply see the pictures I have, you will shortly see how unsafe, unsanitary and unlivable this hotel is. Hurricane damaged.
[removed]: They had chainsaws in the bathroom.
Mary Jane: Are we chatting about your booking at the Toque al Atlantico Family Hotel, Arecibo on May 31-June 1, 2018.
[removed]: Yes
Mary Jane: I'm sorry you had to go all these troubles. May I know why you were not able to notify us about this issue during your stay?
[removed]: I did not stay at this hotel. I left after a 5 min. view and taking pictures of this disgusting place. I was left homeless and did not have Wi-Fi or barely any cell service.
[removed]: The person who "greeted" us at the "hotel" did not speak any English. She had no idea who we were. She didn't even know that we were staying there.
[removed]: This is a total scam and I would like a refund for my booking and for this hotel to be taken down from your website. It is unsafe. I could have called the police and had them shut down the hotel.
[removed]: Could this conversation be sped up a bit? Unfortunately, I don't have hours to be on this chat.
[removed]: If I send you the picture evidence, you will soon understand that this place is a scam and needs to be taken down your website before more people get involved.
Mary Jane: I understand that you want to get your money back. Thank you for bringing up the issue. However as I was checking here that this booking was a hotel collect type of reservation.
[removed]: I don't understand what that means
[removed]: I would like my money back from you all or at least a credit. This hotel on your website is not what it actually is. IT IS A SCAM.
Mary Jane: It is up to the hotel discretion if they will process the refund since they are the billing party.
[removed]: I talked to the owner of the hotel and he refused a refund.
[removed]: This is a problem for hotels.com. If you have a hotel on your website that DOES NOT look like the pictures. Continuously has reviews that say its a scam. Is hurricane damaged, unsafe, unsanitary. It needs to be removed from your website. I trusted your website to be honest. It was not.
[removed]: I need a refund from you or at least a credit to be used.
[removed]: You website's depiction of this hotel is untruthful. It genuinely needs be removed from your site.
[removed]: So what is this conversation going to lead to? I have spent a generous amount of time on this chat and you have not even seen the pictures.
Mary Jane: We apologize for any inconvenience this may have caused you. We act only as an independent reservations agent for hotels. If one of our customers has an unsatisfactory experience during their trip, we want to take the appropriate action. We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
Mary Jane: We consider your feedback regarding this property to be very valuable. We will forward your information to the appropriate department, both within our business and in our partner property, in an attempt to ensure that other customers do not have a similar experience.
Mary Jane: Being that your reservation is already past dated, it is at the hotel's discretion if we can process a refund. The best option we can do is to call them to negotiate for a refund request.
[removed]: When did you encourage me to contact you all from the hotel?
Mary Jane: We encourage our customers to contact us from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time.
[removed]: I never received any notification from hotels.com upon arrival.
[removed]: Right, when did I receive the "encouragement"
Mary Jane: But I can still go ahead and call the hotel for you and negotiate this request.
Mary Jane: Would you mind waiting here in chat line while I'm calling the hotel?
[removed]: Excuse me Mary Jane, I don't think you quite understand. This hotel is unlivable. It is hurricane damaged and unsafe. The pictures that I have show all these. Of course, the hotel is not going to give me a refund. They don't want to admit they are a scam. On your website, hotels.com, you show beautiful pictures, bullet points on amenities. All of this is dishonest! Travelers will book the hotel based on this fact. Then upon arrival, see how UNLIVABLE IT IS. The hotel gets to make $200.00 while people walk in and walk out!
[removed]: Go ahead and call and I will wait.
Mary Jane: Hotels.com has never intended to misled anyone with our website and regret that your experience using Hotels.com was not to your satisfaction. The information you have provided regarding the website has been forwarded through the appropriate channels for review. All the contents and descriptions online for this property came directly from the hotel to ensure all information that we disclose online are a 100% accurate.
[removed]: Just because the descriptions and content come from the hotel does not mean it is 100% accurate.
Mary Jane: I totally understand that your disappointed right now because of your experience and I was trying my best to give the best resolution on this matter.
[removed]: I was physically at the hotel the day of my booking and took picture to show that hotels.com did mislead me.
Mary Jane: Please bear with me here.
[removed]: Okay, did you get in touch with the hotel?
Mary Jane: Please stay on the line for a couple of minutes more. I am still trying to reach them.
[removed]: Okay. Also, who is your manager and may I have their contact e-mail?
[removed]: What is an e-mail for hotels.com that I can send these images to? I am very concerned RIGHT NOW that people will be scammed into booking this again.
[removed]: This is unsafe for children and adults. I worry that you may have a lawsuit coming soon.
[removed]: There were chainsaws in the bathroom, broken windows, bugs crawling in the sink, MOLD ON THE CEILING
[removed]: Will it take someone going to the emergency room or a lawsuit for hotels.com to make a decision to take it down?
Mary Jane: I understand Kristina. I will escalate that to the hotel.
Mary Jane: I just need a little more time. I am now talking to them and negotiating your request.
[removed]: Thank you.
[removed]: This comes from a place of concern for the safety and well being of other humans. I don't want anyone to experience what I did. I don't want anyone to get hurt or sick.
[removed]: I am concerned the hotel will continue to function under false representation on websites like hotels.com and expedia. The majority of the reviews say the same.
[removed]: People believe in hotels.com because it is a large enough corporation that they think they would not have a scam on their website.
[removed]: It is reputable. My concern is that if this hotel continues to function on your website, people will continue to book and get scammed, sick or hurt due to the misleading information.
Mary Jane: Please bear with me here I am now speaking with the hotel representative.
[removed]: Thank you
Mary Jane: Almost done negotiating from the hotel.
[removed]: Thanks Mary Jane
Mary Jane: Thank you for your patience.
[removed]: Thanks
Mary Jane: Thank you for patiently waiting. I just got off the phone from the hotel. What I did, I exhaust all my efforts to negotiate this form the hotel, I ask all posible
Mary Jane: Sorry about that I was typing too fast. Let me correct that again.
Mary Jane: Thank you for patiently waiting. I just got off the phone from the hotel. What I did, I exhaust all my efforts to negotiate this form the hotel, I ask all possible option such as asking for a full refund, but they are very firm to imposed their policy. So I ask for 50% refund for the inconvenience that have caused you, the good news is I got an approval from them that they will release the 50% back to your credit card as possible today.
[removed]: Okay. How do I get receipt of the fact that they are supposed to do that today?
Mary Jane: The amount of the refund that would be process by the hotel was 103.79usd back to your card today. If hotel will process refund today, it may take up to 3-5 business days, still depends on your bank for the posting.
[removed]: Okay. Where can I send the pictures and complaints to? I tried to write a review but that is not enough. I need to let someone at hotels.com see the pictures.
Mary Jane: You may also call the hotel and your bank for the status of your refund. I have the phone number [protected].
[removed]: Mainly, I am concerned about the safety and well being of others
[removed]: Will this refund be in the system when I call hotels.com?
Mary Jane: Since it is a Hotel collect type of booking, it will not reflect that in our system if hotel already process the refund. That's the reason why we advised customer to contact the hotel directly and their bank for the status of the refund.
[removed]: Okay. Now, for the hotel on your reputable website. Who can I e-mail my pictures to? I need the hotel taken down from your website. I don't want anyone to get hurt.
Mary Jane: You may leave your review here on this link https://secure.opinionlab.com/ccc01/o.asp?id=qKjHVNIT
[removed]: This website is for the removal of reviews.
Mary Jane: You may also add review to it.
[removed]: I wrote a review on hotels.com is it pending approval?
[removed]: I wrote it and now it is saying on the website that I did not submit any reviews.
Mary Jane: Once a review is submitted, the Guest Review team checks all the reviews submitted, and within two weeks emails the customer to confirm if the guest review was Accepted or rejected.
[removed]: Okay. Can I receive the other 50% refund from hotels.com by way of a credit?
Mary Jane: To add a guest review you may Do so from the Bookings link on the website and clicking on the link next to the hotel name.
• Respond to the email that invites them to rate the hotel after their stay is complete.
[removed]: The link you sent me to write a review directly to expedia group is for "Expedia Group customers may submit a request to remove their own verified traveler reviews by filling out this form (required form fields denoted with *). Removal of reviews is at the sole discretion of Expedia Group. Please visit Expedia's Community page for further information."
[removed]: Its for removal.
[removed]: It is asking for information of the already published review.
[removed]: I need to contact someone directly at hotels.com.
Mary Jane: As much as I would love to give you credit my system wont allow be to do so. Since the hotel already provided a compensation about it.
[removed]: Please give me an actually link or email to make a complaint to hotels.com
Mary Jane: https://service.hotels.com/en-us/#/article/12010
Mary Jane: You may use that link to write a hotel review.
Mary Jane: Is there anything else I can help you with today?
[removed]: Mary Jane, it is not enough to just wrote a review for future guests. I need to contact someone at hotels.com to show them the pictures. I need them to know how terrible this place is. There are past reviews that say how terrible it is and nothing changed from hotels.com
[removed]: Can you give me a contact to send my pictures to?
Mary Jane: I understand. You may formalize your complaint from either the website or write a letter to our corporate offices. The feedback form is found https://secure.opinionlab.com/ccc01/comment_card.asp?time1=1379081058837&time2=1379081064195&prev=http%3A%2F%2Fwww%2Ebing%2Ecom%2Fsearch%3Fq%3Dhotels%2Ecom%26src%3DIE%2DSearchBox%26FORM%3DIE8SRC&referer=http%3A%2F%2Fen%5FUS%2Ewww%2Ehotels%2Ecom%2F&height=900&width=1600&custom_var=
Mary Jane: And a letter may be written to Customer Relations, Hotels.com
5400 LBJ Freeway, Suite 500
Dallas, Texas 75240
[removed]: Okay. Can you send me this entire chat to my email? shiao.[protected]@gmail.com
Mary Jane: I understand that you want to have a copy of this on your email, but I don't have capability to do so. We advised that you may took a screen shot of this chat session. But rest assured that everything that we have here i well documented.

This is my booking information:
This booking has been completed.
Your Hotels.com confirmation number: 8145555539337. Thank you for booking with Hotels.com
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Booking details
Toque al Atlantico Family Hotel
Toque al Atlantico Family Hotel
2.0 / 5 14 ratings
PR 681 KM 6.4 Islote Ward
Arecibo
00612
PR
+[protected]
Summary & Room Charges
Check in:
Thursday, May 31, 2018
Check out:
Friday, June 1, 2018
Duration:
1 night
Room type:
TA 102 Ocean Front Family Room One Queen Bed One Sofa Bed 1st Floor
Total rooms:
1
Free WiFi is available in this room FREE WIFI
Room 1
TA 102 Ocean Front Family Room One Queen Bed One Sofa Bed 1st Floor
Number of nights:
1 night
Number of guests:
[removed], 2 adults
Preferences*:
Non Smoking, 1 queen and 1 sofa bed
$180.83 Price per room per night:
You will be charged deposits by the property based on the following schedule.
30 percent (after booking)
$35.00 Additional fees charged by the hotel
$215.83 Cost for this booking
* Please note: Room preferences and Special requests cannot be guaranteed. Special requests are subject to availability upon check-in and may incur additional charges.

Hotels.com® Rewards
0
Free Nights
[protected]
You have collected 1 night towards a free night for this stay.

Payment Information
Billing Name:
[removed]

Card type:
Visa
Card number:
XXXXXXXXXXXX2419

Billing address:
32606
US
Additional hotel information
Checking in:
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.

Please note that cultural norms and guest policies may differ by country and by property. The policies listed are provided by the property.

Important notices:
Guests will receive an email with special check-in instructions prior to their arrival. For more details, please contact the office using the information on the reservation confirmation received after booking.

This property requires a nonrefundable deposit at time of booking. If canceled or modified at least 59 days before the date of arrival, 50% of the reservation balance will be charged. If canceled 29 days before arrival or in case of no-show, the total price of the reservation will be charged. For more details, please contact the property using the information on the reservation confirmation received after booking.

Amenity highlights:
Wireless Internet access is complimentary. Complimentary self parking is available on site.

Toque al Atlantico Family Hotel is a smoke-free property.

Notification and fees:
Pets are allowed for an extra charge of USD 75 per pet, per stay

Hotel Terms & Conditions
Extra-person charges may apply and vary depending on property policy.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.
Special requests are subject to availability upon check-in and may incur additional charges. Special requests cannot be guaranteed.

Please note that cultural norms and guest policies may differ by country and by property. The policies listed are provided by the property.

Cancellation Policy
If you change or cancel your booking after 6:00 PM, 05/01/18 (America/La_Paz) you will be charged a 100% fee
If you change or cancel your booking on or before 6:00 PM, 05/01/18 (America/La_Paz) you will be charged a 50% fee
We will not be able to refund any payment for no-shows or early check-out.

When booking a hotel with airport transportation included in service, IF you arrive a curtain place at a latest specified time - and the SHUTTLE IS NOT ARRIVING at all. The hotel says that You have to take this up with the third part and the third part just say - "Hey - This request has been denied, and thus we may only relay the same. Our apologies for the time this has taken, unfortunately, we would not be able to honor the request." Who to appeal to? I have tried, but it is the same person answering me all the time. You cannot appeal a decision made of a person to the same person? What company is really this Hotels.com? Is it for the customer or the company - customer service is something they need to learn I think.

Hello,

I am contacting you regarding an issue that we had this evening at the Econo Lodge in Grawn Michigan. My daughter had an ice skating event this weekend in Traverse City and we decided to book on hotels.com. The hotel was advertised in Traverse City close to the stores and entertainment. My daughter is a competitive athlete in the Eastern States, so we were excited to find a great deal and price with a nice close distance from everyone and everything. When we arrived I was confused, because the advertised location was in Traverse City. Also, a young man was smoking at the front door when we arrived and there were several men, around the hotel smoking, which was a little uncomfortable due to my daughter being so young. When asked about the location issue (not located in Traverse City) the young lady at the front desk advised that this Econo Lodge was "right down the street" from the location that was advertised on hotel.com. I asked her if other people had issues regarding the location and she stated that they have. I advised that we were told that the location was in Traverse City and we would be happy to move to another hotel owned by "choice hotels" in the Traverse City area. We even stated we would pay more for a closer hotel to my daughters competition. She stated that she was unable to accommodate this because we had booked with hotel.com. She said we would have to pay the full cost. I asked for a refund for the second day and she said she could not do this, because hotel.com would not let her (we later called hotel.com and Choice hotels and they both told us that it was up to the individual manager). We then went into the room, because we were afraid we would not find another hotel so late, and when we entered the room we found the bed had cigarette ashes on it and the room and hotel smelled like cigarette smoke. We went to the front desk and told the young lady at the desk that we were disappointed that she would not reimburse us, but we were checking out (we were only there for approx. 30 minutes) and asked her to please make note that hotel.com falsely advertised her hotel in a location that was very obviously not in Traverse City and that the hotel bed did have cigarette ashes and smelled significantly of cigarette smoke. We then left and had to pay large amounts for another hotel during a busy weekend and competition, which we would have been happy to do with another choice hotel. We advised the lady at the desk if she could transfer us to another choice hotel and transfer the amount we had paid for the one at her location we would gladly pay the difference (this would have pocketed choice hotels with an additional 200-300 dollars. We, also, told the man on the choice hotel 1-800 number that we would do this too.) Both advised they could not do this because it was hotel.com. Hotel.com advised us that they could not do anything because it was not up to them.

We were very disappointed. I wanted to let you know of our experience with this particular hotel and their customer service. It seemed like each person blamed the other for the inability to solve the problem.

Friday night, 6/1/2018 at 8:00 pm I called hotels.com to book a hotel room at beach house inn, daytona beach at 1601 s atlantic ave daytona beach, fl 32118.
I was not asked for an email address for confirmation. I was told by the sales team that I could get text message confirmation on my phone number provided to them which is [protected]. I booked the room for 2 nights (check in 6/1/18 and check out 6/3/18)
I never received a confirmation text message so I called hotels.com back to make sure my room was booked. I was told there was no record of me booking any rooms with hotels.com but my bank account was charged $302.03 as soon as I got off the phone with hotels.com. I spoke with a manager in hopes that he could help me get a refund since I couldn't stay in the hotel I already wanted my money back. He told me there was nothing he could do to help me. I called hotels.com on saturday morning (6/2/18) because my bank provided me with an itinerary number which is shown in the picture I have attached to this email. Hotels.com told me they can not refund me my money because the hotel will. I contacted the hotel and the told me that I have to get a refund through hotels.com. I'm getting extremely aggravated because I was told that I had a room booked and my money was taken from me but I did not stay in this hotel because a room was not provided to me. I would like a full refund from hotels.com of $302.03 because I was ripped off for a hotel room that wasn't even booked to me. If I do not get a refund I will have to take it further and go to court to have this issue resolved.

Booking Reference: [protected] and [protected]
1. I had done the hotel booking for our Budapest visit through Hotels.Com, for Continental Hotel Budapest. As per Booking [protected] (attached separately as Book1), I had booked for 4 nights and 3 rooms from April 27, 2018 to May 1, 2018., with the total payment of $2, 275.32. Since, 2 of our members, Mr & Mrs Satish Sheth, were reaching Budapest on April 26, 2018, I had done separate Booking [protected] (attached separately as Book2-Original) for 1 night and 1 room for Mr & Mrs Satish Sheth, with the total payment of $223.27. However, by oversight, the dates used for the booking were May 26, 2018 to May 27, 2018 instead of April 26, 2018 to April 27, 2018.
2. When I realized the date mismatch, contacted your Customer Representative on April 22, 2018 at [protected]. She checked the availability of the room for April 26, 2018 and offered a room at the same Hotel for $176.23, vide a revised Booking [protected] (attached separately as Book2-Revised). I requested credit for $223.27 for the earlier booking, as it was only change of dates and not the cancellation of the booking. She informed that Hotels.com has no objection for the refund but has to get the approval from Continental Hotel Budapest. After keeping me on hold, she informed that Continental Hotel Budapest refused the refund. Thus, I was additionally charged $176.23.
3. During our stay at Continental Hotel Budapest, we contacted Hotel Manager and asked about this booking. Upon arrival at the hotel in Budapest, their front desk manager, Mr. Ga'bor Horve'th advised us that he does not have problem issuing the refund if, in fact, their hotel assessed charges for the room. But he could not find any charges at all. This means that not the Continental Hotel but your company - Hotels.com has charged us although you have not made any payment to Continental. He further referred the case to his chief concierge- Mr. Attila Dorszki to follow-up the next day.
4. Mr. Dorszki confirmed that they have no problem issuing the refund, especially since they can never charge twice to their client for the same room on the same day. He called Hotels.com in front of us; but once again, Hotels.com could not verify any payment made to the Continental Hotel.
5. If there was no payment made to Continental, how can Hotels.com claim that they can not issue refund because they are not getting approval from Continental. Mr. Dorszki also felt that this is unfair on part of Hotels.com to refuse the refund.
6. Though, the Customer Service at Hotels.com was contacted vide e-mail, we failed to receive any reply!

I am disgusted by your TV ad showing three pug dogs being used as bongo drums at a hotel party. This could easily give permission to people to treat their pets inhumanely as musical instruments. So disrespectful and bordering on animal abuse! I feel sickened each time I see the ad on TV and most definitely have a negative response to anything Hotels.com.

I called Hotels.com to verify a specific room type was available. I wanted a room that had a double sofa bed and a king bed in a separate room with a door. The agent assured me this room type was available (only 5 left). I went ahead and booked the the room. I arrive at the hotel and the sofa and king bed are all in the same room. I called hotels.com to find out what happened to the room I requested. They had no answer and only offered me a $100 credit for a future booking with them. The room tupe i requested was all booked, since the hotel was sold out. They charged me for the more expensive room I requested, but booked me the cheaper room. I went back to their website to make sure I didn't read the wrong information, and sure enough the description reads "separate bedroom". Now the cancellation policy won't allow them to refund any of my money. Why would I have any confidence to book with them again with their $100 credit? This has the feel of some type of scam they are running, by charging me for the more expensive room and reserving a cheaper one and pocketing the difference. Seems like a ponze skeem. If I wanted 2 beds in the same area, I would have booked a double room at a cheaper hotel. I didn't need a kitchen and full size fridge. I only needed beds in separate rooms.

My husband and I reserved two nights at Heritage Inn express at Roseville California on 5/19/2018 were we there to attend our daughter wedding on 5/20/2018.
When we arrived to the hotel we felt the room wasn't clean enough but we decided to give it a try. On Sunday morning we were rushing to be at the place for the event. I noticed a red bump on my left wrist it was itchy but I didn't care. When we came back that night to our room our card key didn't work so we went to the front desk where we we're told we did not have the room anymore and maybe our belongings were already evacuated. We asked why? But all they told us is that they didn't have a reservation for two nights just one. Which was uncomfortable for us to know that they might took our luggage out. After complaining and finally staying I noticed that I was getting more itchy bumps on my face and neck. By Monday on the day we left I was all bitten up all over my body. Due to our flight we couldn't stay to complain about it. I had to go seek a doctor on Tuesday. With the diagnosis of I had been eaten by bedbugs. Suffering a whole week in discomfort. We lament staying in such hotel and we won't want anyone else suffered as we did.

I recently stayed at the HAMPTON INN in YORKVILLE IL

conf # [protected].

PER YOUR WEBSITE when you PAY ONLINE

You can BOTH COLLECT A NIGHT and REDEEM a night.

I have been a HOTEL.COM customer for years and this is the first time I have ever experienced a problem. Customer service stay was rude and makes me question your professionals.

I am always a Silver if not a Gold member due to the amount of stays I have yearly. I actually use your service over My HILTON HONORS program because i like the service and rapid rewards.

If I had used my HHONORS, I would have been given not only points but a free night just for this inconvenience. A nights credit literally costs the company nothing, however, now I question my continued use of your program.

I look forward to a resolution

[protected]

In December I made a reservation through hotels.com with:
Los Patios Hotel
Carretera Transpeninsular Km 4.5
Corredor Turístico
Cabo San Lucas
23450
MX
+[protected]

Hotels.com confirmation number
[protected]

Check-in
Tuesday, March 6, 2018 (3 PM)
Check-in
martes, 6 de marzo de 2018 (15:00)

Check-out
Tuesday, March 13, 2018 (11:30 AM)
Check-out
martes, 13 de marzo de 2018 (11:30)

Your stay
7 nights, 1 room

Cancellation policy
Free cancellation until 02/18/2018 11:59 PM (GMT-07:00)
Amount to pay at hotel in the local currency

The cancellation policy clearly states that there was a free cancellation until 02/18/2018. I cancelled this reservation back in December. On March 7, 2018 I got charged for $72.58 by Los Patios Hotel. Ever since March I have been trying to resolve this with hotels.com and all I have been given is the run around. I've received 2 separate discount codes that haven't worked, I was told I was going to be refunded by hotels.com after I was requested to send in a copy of credit card statement showing the charge with no refund. Now I am being told by hotels.com that I have to contact the hotel directly since they were the ones to charge my credit card. Well hotels.com the hotel should never have charged me in the first place since I cancelled the reservation within the cancellation policy timelines.

I am requesting a full refund plus interest be applied to my credit card ASAP.

I don't know where to begin, so disappointed. We we entered late check in, the latch on the door was half hanging. We killed a palmetto bug on the kitchen counter as soon as the light went on. Carpets were so soiled, black large spots all over the floor. Sink in the bathroom would not drain. Mole on the side of the refrigerator, microwave oven filthy, missing glasss plate to operate. No mattress cover, cookie crumbs on mattress, stained mattress, there was a jolly rancher candy under the sheet on the mattress, that's what got me to remove the sheet, I was lying on something. There was no maintenance that came to assist us. We called front desk, no one showed up. We were calling other hotels do we could get out of the rathole but all hotels were sold out. My husband and I did not sleep, it was the worse place I've ever encountered. How can hotels.com do right for us. Very disappointed! Lidia Deppermann

I'm using my iPad, I do have lots of photos of the room. You can reach me by phone [protected] or email at [protected]@tampabay.rr.com

I live in Pennsylvania and we had a really bad nor'easter storm in March. We lost our power and had to find a place to stay for the night. I have two kids in pampers so staying home without power wasn't a option. I booked a room through hotels.com I saw that I had until 11:59 pm to cancel the reservation. Luckily we were able to stay with family that was closer to our home because the hotel was in Nj. I canceled the reservation before to cancel time and I wasn't refunded. I called hotels.com and I was told that they contacted the hotel in Nj and that they were waiting for a response from them. I was told to wait and that it was up to the hotel. I called the hotel the next day and was told that no one contacted them and that they would have gladly refunded me because they understood the situation. I then called hotels.com again and was given the run around I even contacted Expedia who is there parent company and was given back to hotels.com. They had poor English speaking rude customer service employees handling the issue which wasn't handled at all. I'm out of my $200 and will never book throug Expedia or hotels.com again! I'm also telling everyone I know to never deal with them I'll stick to bookit.com

We have booked rooms through Hotels.com for years. This time was an absolute nightmare that I hope no one else has to experience!
We wanted to go see our son who is working 7-8 hours from home. We booked a great hotel a week prior to our trip.
Our trip was turning out great...until we got to the hotel where they told us that our reservation DID NOT exist!
The lady at the front desk tried everything to help us out. Unfortunately, they were also SOLD OUT for the night (no vacancies). She said that this happens all the time through Hotels.com!
So...I contacted Hotels.com in their lobby...after explaining situation to rep named Leo with Hotels.com, he called the hotel to confirm what I was saying was true...she confirmed.
Then, Leo advises me that he is transferring me to their "relocation department" because the hotel of our choice was full.
This woman comes on the line (who was hard to understand due to thick accent) who is supposedly there to "help me". We go through this process to find a comparable hotel in the area...all of them were substantially higher in price than our first choice when I thought we had a place to stay for a great price?
I was so upset and frustrated when she advised me that they will comp us $25 for our NEXT stay like it didn't even matter that this just happened to us. We were treated this way, then you want me to trust to book with you again? I advised her that if we are going to be comped for this issue, we need to be comped for it now in the current situation in order to possibly regain or trust or earn us back as members...she said there was just no way to do this...she was management and we couldn't speak with anyone else...Really? Guess what...Fool me once, shame on me...fool me twice, don't think so!

The woman really couldn't care less regarding my family's satisfaction. She was trying to rush me to make a decision without knowing what I'm looking at so she could just charge my credit card and "cancel my previous said reservation"...I got real tired of being pushed and asked her to please remove my info from hotels.com database and I will find a hotel on my own without them. She then proceeded to tell me that we will be charged for the hotel room that they did NOT send our reservation to because we didn't cancel before 5/3/18 as I agreed...LOL! Really? I didn't cancel the room, HOTELS.COM didn't do what they advised they would do! I will call credit card company regarding that charge...that's a SCAM!
Then, I went through Priceline.com and booked a decent hotel at least for my family to get some rest after losing an hour or so of our lives that we can't ever get back...after I booked with Priceline.com, I called that hotel and they had our reservation immediately!
LESSON #1 - CALL HOTEL BOOKED THROUGH THESE SITES TO CONFIRM THAT THEY DID IN FACT RECEIVE YOUR RESERVATION!
LESSON #2 - EVEN IF YOU'VE WORKED WITH A WEBSITE LIKE HOTELS.COM FOR YEARS, THEY REALLY DON'T CARE.
There's probably several other lessons, but CONSUMERS BEWARE OF HOTELS.COM!

Booked a vacation through your site May 3-7, never received confirmation, got to hotel and was not registered for days I paid for, customer service was absolutely not understanding spoke with a Steve Adarca who accused me of being wrong and as he found out that the fault was Hotels.com was rude, unapologetic and because of Hotels.com incompetence I lost the room I PAID FOR was given a room I didn't want. I had 4 others book their vacation with us through your site who they now know what we are experiencing and I as well as them will NEVER book through your site again.

Good Morning,

Hotels.com confirmation number [protected]

I recently booked a 4 night stay in Carlsbad California with your firm.
Regrettably I must change or cancel my hotel reservation however when I tried to do this the website suggested I cannot as I have booked a NO Cancelation ROOM.

If I cannot cancel all together I would be happy to change the reservation and have a credit on my account for a later date.

I prefer to use your firm when booking and making my travel reservations and have always been very satisfied with the services and offers received. In this case... I can NOW SEE where it says I cannot cancel BUT, this is unheard of and the first I have ever seen. I have NEVER booked a hotel that I could not cancel or change EVER at ANY TIME. I would not have even known to look for such a thing.

Please provide some feedback with regards to my situation and I sincerely hope we can work together for a solution that will work for both of us. As a world traveler, I am happy to continue to use your services.

Tammy

I made a booking on Hotel.com for a hotel in India on booking number [protected].

My parent in India was taken to the Hotel Treebo Unity and told there is no room. We made alternative accomodation arrangements. I have been following up for Hotel.com to advise that the refund will be processed when the funds are paid. The response i got is here:
Hello Katherine,

Thank you for contacting Hotels.com Customer Support regarding your reservation under itinerary number [protected].

We understand that the hotel didn't find your reservation from us. This should not have happened to you. We checked your previous correspondences with us and saw that you were able to talk to some of our representatives. We would like to apologize if our previous agents haven't satisfied you when you called. We assure you that this is not the kind of service Hotels.com advocates. As per your reservation, we immediately called the hotel to negotiate for a refund. We regret to inform you that the hotel is unable to approve any refunds for this booking. As much as we would love to immediately provide you with a refund, kindly be advised that, as a third-party booking company, we are bound by the hotel's discretion on when to issue refunds.

We appreciate your understanding regarding these matters.

Josh M.
Customer Support Specialist
Hotels.com

Is that not stealing from us, when the hotel acknowledges they did not provide the service but cant process the refund when the funds go through.

Please assist because i would like to resolve the matter rather than report the Hotel to the Indian Embassy. They are really cheating me of my money.

I booked a hotel in Antibes, France through Hotels.com and the price was $133.86 per night. It also said that there were only 3 rooms left. Once I booked, I refreshed the search and there was a new price of $61 per night! And at least 4 rooms available.
I am very disappointed with Hotels.com because this is not the first time this happens. I feel like being scammed! It would be much better and cheaper to book the hotels directly and get a real price that is 50% less than what you list on your site! The "free" 11th night isn't free at all and comes with jacked up prices of the 10 nights. Buyers beware!

I made a booking for a hotel in China (as usual with Hotels.com, but this time instead of some bigger names, i need to pick a local hotel which is close by a hosptial i need to visit my relative who got admitted in). I made the booking and recieved a Confirmation email from Hotels.com right after, at 10:45am on 25 April 2018).
The Booking confirmation number is [protected]

After a long day of hospital visit, I went for checkin at the hotel at 8:00pm ish.
While I was stressed and tired, I got the reply from hotel that no such booking is made. I showed her the booking number, guided the staff to the hotels.com site and show her where i made such booking, etc etc. Nothing was found.
The hotel called their booking agent, while telling me that i paid double booking thro' Hotels.com. I didn't care about this, all i wanted is a smooth checkin as usual. When things were sorted out between the hotel and its agent, the hotel staff told me they found my booking number, but the room I booked was not available (since the hotel is not a very nice one, but I have no choice due to the location I need to book it, I booked for the best (and most expensive) room in the premises. Hotel staff told me the room is not avilable since the day before, there should be no way I can book and confirmed the booking for this room (which is the only one in this hotel). I showed her the Hotels.com Confirmation, no use.
During this process, I looked for a customer service number from the Hotels.com Confirmation email and tried to seek help. It is a HK number while I was in China (Guangzhou) at the time. I use roaming to call the customer service number ("CS"), noting that the service hotline operates till 9pm. I was calling them at 8:30pm. Got picked up by a CS human staff after connecting for 5 mins. I told the staff about the problem. He sound totally ignorant and asked me this and that about my booking. I asked him to talk to the hotel staff directly and he refused. He then ask me to talk to the hotel staff myself and explained the situation which was the first thing I did upon knowing they cannot locate my booking ! I asked the Hotel.com staff to sort this out and call me back at my registered number as I cannot afford to hold the roaming line (the call already costed me over HKD 140).

Didn't hear from the Hotels.com staff ever after that call.
Hotel tried to do their best to help me settle, seeing how frustrated I was, and I couldn't just cancel the booking and go else where because after that checkin, I needed to go back to the hosptial to ccontinue the work.

Checkin was on 25 April - hotel put me in a lower cost room which I have to settle as there is no other choice.

26 April, I checkout, staying in hosptial in China (Guangzhou), NO ONE from Hotels.com called me. I asked the hotel staff whether they got any call or news from their agent / Hotels.com. Nothing.

27 April, I returned to Hong Kong. Still haven't heard from Hotels.com at all.
Waited till mid day, I couldn't help and called the Hotels.com CS hotline again. Went through the same thing and phone got picked up by a staff by the surname of "Tang" (this time I learnt and asked for the name). I spent another 10 mins explaining to him what happened. He promised to check for the facts and come back to me within an hour. I told him I am accessible the whole day except one hour (from 2-3pm where I will have a meeting). He asked me to give a summary of the case for him to take recording so he can follow up - I did, spent another 10 mins detailing out in voice call what happened).

Waited and waited, nothing heard from Tang / any Hotels.com staff.
At 7pm of 27 April 2018, after waiting for 7 hours, I called the Hotels.com CS hotline again.
This time, someone picked up and asked the same quesitons again and again.
This time, I lost patience. I asked the staff, "can you see from your system/ computer, any notes or remarks about my booking, my case? Do you know from reading the system notes what happened and what I am following up on?" The answer from the staff is "NO". ! What does that tell me ? - ever since the first call to the Hotels.com CS hotline, it was just a total waste of time and money and energy. THEY DON'T CARE ! THEY DIDN'T EVEN PUT IN THE RECORD THAT I CALLED !
I still tried and asked the staff whether there is a staff with surname "Tang". He replied "errr… I don't know".

Hotels.com CS ! How impressive ! I am totally losing it ! I cannot believe such thing will happened to a name which I have trusted and used for a number of years.
I am totallly disappointed and getting really fired up.
I did not think it is meaningful to speak to another staff again… I asked him to put me to his line manager.

A lady, by the name of Yvonne Shum? took over and started to speak to me.
At the same time, another line rang…. That Tang called. Obviously, he ‘suddenly' remembered that I called.
I couldn't bother to talk to him and listened to any BS.

I spoke to Yvonne (who all the way shows good attitude, however, she's useless even she tried to appear to be helpful).
She asked for some time to look at the case and rang me back.
She did after a while ring me back. She told me, it is not Hotels.com's issue as they did sent out the Confirmation at 10:45am to the hotel. Somehow it is the ‘system's fault' that the hotel didn't receive the booking request.
Good one eh ?

If this is not Hotels.com's fault, and it is not the hotel's fault, it is the internet's fault. OK. I got it.
Then Yvonnne told me they will make it up to this, by offering me a voucher of HKD 200 (my booking costs HKD 431.48). The minimum they can do is to refund the booking. Yvonne said no, as I already stayed in the hotel for that night, ie. The booking is used (even though I was put in a much lower cost room with no choice and it was totallly not what I booked for).

I told Yvonne this is an insulting solution they put forward. I don't want the voucher. I need apology and this case escalated to management. Yvonne told me she is the ‘management' (who can only authorised any compensation up to HKD 200).
I don't care about the so called compensation as it is not only trivial but just merely, simply put, an insult. My frustration going thro the whole process, being super disappointed by Hotels.com after being a loyal customer for years does not matter to Hotels.com.

I am angry given what I experienced and I still could not believe CS can be this bad nowadays where reputation is most imporant for a brand and event like this can ruin everything, not matter how much money you put in marketing for your brand.
I am still hopeful that this can be escalalted to top management, at least they need to be aware what risk they are having with a team of such CS ‘professionals' !

My son, who is in the Air Force, left today, 4/24/18, to go to his first duty station. He was told he would need to get a hotel room, as his flight to Germany wasnt leaving until late 4/25/18. He booked the room through hotels.com around noon on 4/24. He checked into the Military desk at the Baltimore airport, and found out his flight to Germany was leaving tonight, 4/24. He cancelled the hotel reservation, since he was going to be leaving, but did not get refunded. We called the hotel and hotels.com several times and neither company would reverse their policy for a young man serving his country. I find it very appalling! I am submitting this complaint for my son, because he is literally on his way to Germany as I'm typing. His confirmation number is [protected]. Please give this young Airman his money back.

Pamela VanValkenburg for Jared VanValkenburg

Made reservations for September 2017 with free cancellation till 9/26/2017 due to the devastating huracain heading to the island I cancelled my reservations on 9/19/2017 way ahead of the cancellation policy after multiple calls emails and more 7 months later and I'm still waiting for refund now trying this complaint board trying to find someone that cares to help and not just running me around from one number or email to another