Hotels.com
Reviews and Complaints

I initially made a booking through Hotels.com for a property at Navy Chalets, Hurghada and was given a contact number to ring to arrange any special requirements. When I contact this number I was advised that this hotel is no longer trading, closed down 12 months ago. I immediately contacted Hotels.com who arrange a new booking. I was given a reference number and payment was taken from my bank account. I was advised that the new apartment booked was more expensive than the initial booking and that Hotels.com would pay the difference. However they could not provide me with confirmation of the booking. I was given a contact number, which has taken 5 days to answer my calls to be advised that there is no such booking. I have contacted Hotels.com several times and asked for confirmation, I have been told, on arrival to give the booking reference to reception and they will provide the room. My husband has been to the hotel reception to seek confirmation and has been advised that there is no booking and no rooms available. Hotels.com advise me that there customer relations are looking into this and will response once they have details. I have been waiting 3 days now. Today I have requested a cancellation as the booking can not be confirmed and a requested for a full refund. I am having to make alternative arrangements to ensure I have accommodation. I can not stress how distressing the whole experience with Hotels.com had been and more so the fact I have had to pay out more money as they have not responded to my request for a full refund.

I booked a room with Hotels.com for 4-16-18. I had wanted to stop and stay in Buffalo, WY. The Hotels.com website had a hotel by the name of the Buffalo Inn pop up with a "Great Rate" of $60 and a rating of "fabulous" but it was advertised as being 37 miles further away in Sheridan, WY. Please see the screenshot photo attached below for verification of the advertised location. I decided to drive a little further so that I could stay in this nice hotel and I booked the room.

When I got to Sheridan, WY I pulled over to bring up the Buffalo Inn on my phone only to find out that the hotel was actually in back Buffalo, WY where I had wanted to stay.

I called Hotels.com and was with the first representative for over 30 minutes before being disconnected. I took a screenshot at 26 minutes. Please see attached screenshot photo. I called back and was forgotten on hold. I hung up and called a 3rd time where I was able to speak to a manager. The manager said that he was able to provide a refund but was unable to provide a replacement room for me in Sheridan, WY.

The whole process took about an hour and a half and I ended up having to find a hotel room in Sheridan, WY on my own since Hotels.com had no interest in righting their wrong. Hands down the worst customer service I have ever experienced.

There was a misinformation/misleading with the booking. The name of the b&b in your website was casa verde instead of casi verde wherein we had a hard time locating the said place. We've asked a lot of people in panglao or alona area if where is this located and all of them are not aware of the name of this b&b. Until such time, the tricycle driver contacted one of his friends and advised that maybe that is the one at the back of the srore(already forgot the name of the store) and there were no signanges at all. In short we arrived late and that was around 7pm andit was a big surprise that there were no lights in the b&b and there were construction sites at this area. I really got scared because I thought I got scammed. Staff claims that there were no advise received from hotels.com that will be a guest arriving today and check out on 12 noon. There were nonpreparations made. We expexted that arriving at the b&b we can already relax since we attended a conference but it is the other way around. We got exhausted and stressed since we were transferred to other property

1. My Son Steven Greer purchased a room (8133476626376) for a room on April 6th and 7th to the Clarion Inn and Suites - 186 Northside Drive Atlanta - The hotel does not open until the 19th

2. He called and was not given a choice of hotels to book from and was charged $150 to change his reservation to the Fairfield Inn and Suites. After I complained hotels.com gave him a voucher/credit - which is all they said they could do. We could not escalate this issue further. I was given an address and that was all they could do.

3. I expect not only a refund of the $150, but the entire amount. Why in the world would we use hotels.com after this event - credit or no credit. You don't stand behind your services.

4. I can't emphasize enough that this is fraud to sell a room that doesn't exist. I do not know how hotels.com or Clarion can do this. I am seeking legal advice, not just for myself, but for others who may have experienced this. I know there was at least one person my son observed trying to get into the hotel that is not open.

Reservation confirmed by Hotels.com, the local hotel has no information of the booking. i was at a foreighn country with no access to intl call and had to pay out of my pocket for the night of hotel. checked in and contacted the local Hotels.com -400 number and was told a refund will be issued once the receipt is submitted to hotels.com. Submitted the receipt and hotels.com refused flatly to issue refund, not only for the prepaid charge but for the price difference i paid up front to the hotel. Excuse is being that they can not get hold of the person at the hotel to verify and the receipt is in foreign language. Bad customer service and not using hotels.com again.
re# [protected]
talked to Kelvin on the day of the event who is the agent when I dialed 400 number.
I even emailed the correspondence between Kelvin and me, confirming refund, and still refuse to refund

Motel was dirty and had lots of evidence of bed bugs, including dead ones in bed pad & blood stains from previous bites. We looked at three different rooms, and all had the same filth and bed bug evidence. When we told manager he said they had them in past but they were taken care of now, which makes it more disturbing to have found dead ones and stains in bedding! We could not stay there and had to scramble to find another place.

Hotels.com Conf. # [protected] Cost $125.36 + $13.79 tax = $139.15
Total refund is demanded, as this was totally unacceptable on any level!
We have used Hotels.com before, and would do so in future, if a total refund is credited to my Visa card ending in 6410 Jean Landry

I received an e-mail just as we were in the car to drive to the airport, the day before our flight to Spain, saying that they were 'unable to accommodate our reservation'. I called hotels.com immediately and the advisor called Cadiz4Rentals in Spain and came back to me saying there has been a mistake and the apartment was available. I was then sent 4 e-mails by hotels.com confirming my booking and showing the same photos of the apartment. I then called Cadiz4Rentals myself and asked if that exact same apartment I had booked was available and was told yes. On arrival in Cadiz the next day, we were told that apartment wasn't available and offered a new one. When we went to the new one it was nowhere near as nice as the one I had booked. On booking I had looked for an apartment with a kitchen, washing facilities, a bath and a private terrace as we have an 11months old baby. The apartment we were given had five flights of stairs going up to it with no lift, no bath, no terrace and no eating facilities in the kitchen. I owned hotels.com again and was offered two more apartments none of which were as nice or had the facilities of the one I had booked. I was offered a cancellation (not very practical in Spain with a baby and a flight back in 7 days!). I asked about compensation and was told I could have £100 in hotels.com vouchers - when I said this wasn't much use as wouldn't be booking with you again, I was told I couldn't have monetary compensation. After a couple of hours I was offered some other apartments, none of which were as nice as the one I had booked, but had to accept one as we were stuck in Spain. I specifically asked that the new apartment had washing facilities and a full kitchen and was told it did. On arrival at our new apartment we were so disappointed as it was sparsely furnished with one small sofa in the same room as the eating area, no bath, no separate kitchen with no oven, the washing facilities were two floors up and no private terrace or balcony. Not at all practical for a baby, but it was now late on Friday night and we had spent over 5 hours trying to sort this and had to sleep somewhere. The apartment was very noisy, not comfortable, we couldn't bath our baby and compared to the apartment I thought I had booked - which in the pictures had bright furnishings, two comfy sofas, toys and books, a bath, a full kitchen including an oven, with table and chairs separate from the living room, a washing machine in the room and a terrace, was not even close. This totally ruined our holiday, which was meant to be relaxing and we wasted a whole day trying to sort out somewhere to stay when I had booked it at least 2 weeks before and I feel that we had no option to accept somewhere else to stay as we were already in Spain with our child having been assured the day before that our apartment had no changed. We were lied to and sold an apartment with false advertising.

I looked on www.hotels.com to see how to complain about their service but could not find it anywhere. Surely that is not customer friendly.

My booking vanished.

I booked with an agent online. All confirmed.
Then about 30 minutes later I made another booking. With an agent. All confirmed and then by chance I was sitting next to my phone and had the app open as I had passed the details of the first booking (which was for my son in England - I'm not in England). I realised that the booking just made was not there.
Quering that I was told that it was nowhere to be found. I had even given my card details.
After not finding the reservation just made I raised it and I was passed on to the supervisor. That is after a very very very very looooooooooooooooooooooooooog time. Apparently it is hotels.com corporate policy to hope that the line drops or that the customer gets inpatient. However I spent 45 minutes speaking to a supervisor who was totally useless.
Offering a 20% discount on another hotel as naturally now the one I had booked on the telephone with a hotels.com agent was no longer available. The other hotels available were either crappy and far away or much more expensive.
However she was absolutely useless. I raised it as a formal complaint and requested to be sent the complaints procedure. Now over 24 hours later... nothing.

I have working >25 years in customer service ahd this is just beyond unbelieveable.

Formal complaint was mentioned. But can it be true that www.hotels.com does not have a formal complaints procedure?

I expect a massive apology, refund of extra expenses incurred including a 65 minute phone call.

I asked the supervisor to back to me and questioned if it really the corporate policy to ignore company complaints? I'm sure the authorities will love this. And the press of course. I have used hotels.com actively over the years and called as I never managed to see how to redeem on the website. Now I have found out how.

Unless I get a satisfactory response, apology, complaints form and a sufficient compensation I will have to consider booking.com or even Airbnb.

Hello,

My name is Steven Dulin. I am currently staying at your Hotel in Arcata California, on Valley West. I booked this room through Hotels.com.

My phone number is [protected].

I am writing this as a complaint. But i would like to start this off by telling you what I like about this hotel.

I love Arcata. It is a NICE PLACE. I love this location.

This particular hotel has qa very unique layout. The floor design for this type of hotel is very pleasing. The pool area is very nice. The bar area, is very nice, you lobby is very very nice.

I do not like the bathrooms. I think all bathrooms should have a window, personally.

The parking lot is cool, your indoor pool is cool, the locking doors are cool, the carpet is cool, , the rooms are pretty clean, the bed is soft, the linens are clean and nice, the pillows are new and nice, the tv's are nice.

The desks are a bit in need of repair, but really cool and well worth repairing, and really, I have no problem with the desk. I just hope you repair them, and keep them.

I also like you female staff. Sharon, Angela, Darcey, Claudia, Amanda, they are all super sweet, and do GOOD WORK, and are friendly to the customers. Glenn is pretty cool too.

Please do not take this as a racist statement. I am not a racist, but the black people I have seen on the streets, surprised me. The black people I have seen working have been very nice respectable honest folks, in most cases.

Here are my problems.

Well, my windows in room 253, part of the right side frame is broken, the left side is peeling the sun screen plastic. My tv did not work properly and was grainy. The next night I checked in again, I asked to have my tv fixed, the maintenance said it was fixed, the grain was gone, but it would not change channels. I told Angela, the maintenance man came up again, he told Angela the tv was fixed, it still would not change channels.

He left, and Angela, tried and tried to get it fixed, and tried to change it around, But [censor], you guys got these tv's deck screwed down, kind of ugly, like in my room in room 267. Very tacky, ghetto style carpentry work.

I tried to Check in at 3 pm, I was still working on my room and changing room at 6:30 pm, Angela did comp me a room the next night.

But the room I went in in Room 267 was beeping because the smoke detector needed to be fixed.

The coffee pot was missing, the the ice bucket was missing, Amanda went and got them for me. Glenn came in the front desk and fixed the battery at 4 am in the smoke detector.

Several times my keys would not work. They do not open my door, and if the open my door, they may or may not open one or more of the doors around the building.

Also, right by the side door, yo have that linen closet area, the male staff, looks similiar to the homeless people and the male residents, I can not tell them apart. I seen one kid stealing pillow cases, and walk by a guy who I though worked here, but then went into his room. I went to tell the guy who I thought worked here, but they were friends, and I for some reason hesitated, I am glad I had, because that guy who I was going to tell about the thief, was his friend, and also walked into that room. And they shut the door and went on to doing what ever, across from my room in 253. The next day, I seen the guy who I though working their, I thinks he works here,

The male staff, one maid is pretty good, but the other has loud music playing.

I liked it better when the girls cleaning the room would watch their soap operas. This was much more pleasant and acceptable then loud music, and it also allowed the maids to check to make sure the tv was working, and do a more through inspection of the room while cleaning it.

It makes them appreciate the room more too, when the room they are cleaning brings them pleasure, and soap opera never bothered guests, but rude evil greed infested management thinks that by taking this privilege away, somehow makes the business more professional, and will cause the maids to work better, and the hotel will make more money.

Well, I can tell you, instead of girls who like to watch soaps, and clean room, yo are no finding that the hospitality industry is hiring tweakers,

A tweaker is person who does illegal street drugs, like crystal methamphetamine to stay awake not eat, and get more work done, it is a terrible street drug, that is very very dangerous. But this is the people who are willing to work for [censor] abusive managers, who do not care about the people who work for them.

Anyways, the male staff I seem to have the problem with. You cannot just go around blaming upper management for your problems or the owners, if your staff is constantly complaining and pushing the blame to upper management and owners, without supplying viable solutions and explaining how the problem is upper management or the owners fault, then you have hired the wrong employees.

The smoke detectors, you need to check them in Janurary, and change the batteries, right there,

The door locks to get into the building need to be looked at, cleaned, new key cards ordered, and just fixed, that day, you work on that project until that project is fixed. You just have unskilled lazy, blaming maintenance.

They should not be discussing personal business in front of customers either.

I had been excited to stay here for weeks, then I get here, the jacuzzi is broken, the pool is closed, I get no free breakfast. I have to switch rooms.

I booked for one, but I could have booked for two. My friend came here to hang out when I checked in, until he got on the bus to take the amtrak to go to San Francisco, to take a flight, he drove me here.

I was told no guests were allowed in my room, I had to actually add him to my room, as I had paid for two anyways, just so he could hang out for three hours until 5pm when the bus came.

The homeless people out in the back part of the property, I suggest that you put motion sensors on the trees, in the yards, along the fence, and along side the building.

I suggest you put up motion cameras, that turn on, that you can watch from your cell phone along the parking lot and at the entrances.

The people smoking pot do not bother me.

But if you had uniforms, I could tell which people were smoking pot that work here, and which one smoking pot were customers, and which ones smoiking pot might be homeless.

I swear to you, the pot is not a problem, you should have a smoking section.

The tweakers, knocking on the hotel room doors well, I have seen three female tweakers knocking on hotel room doors here at the red roof in this week, who have not been let into the room, but one of the male es, let a girl into a room, just to peak in, and see if someone was there, he was not, he locked her, out, and left her by the door.

There may be a few other issues, cars are getting broke into,

This may have been a old Ramada, back when companies were run properly under strict Ramada standards. Now Ramada buy building instead of building building, and like the Ramada in this town is a [censor] hole, this is a much much nice hotel.

And the management there has a middle eastern abusive mentality towards women and their customers, they only care about the cash register, and have no customer service skills, no hospitality skilly, and no management skills. Just accounting skills, banking skills, and connections to cash from the middle east to buy valuable American property, and use brand names like Ramada to get customers, while simultaneously destroying the integrity of the company

I am available for work though, lol

[protected]

Thank you

Steven Dulin

Hi, I am not usually one to complain but feel bitterly disappointed in a booking I had to cancel... Back in May last year I booked accommodation in Auckland. This was at the Central One Bed Apartment in Hobson Street (check my account.. confirmation number [protected]) I rang a contact number last week just to confirm and the agent I spoke to said... do not be alarmed but that accommodation is no longer available BUT we will find you accommodation, please leave it with us. I had not heard anything for a few days so rang back and they told me that they could not find any available accommodation and advised me to cancel the original booking via my member page and to search for myself... she said the owner of the unit was requiring it himself! So onto Hotels.com and I find that there is limited availiability as it is less than 3 weeks away. I had no option but to go with the cheapest which is still over 60 a night dearer than my original booking... I just hope when we do arrive that it is ligit! I use Hotels.com frequently and have lots of nights prebooked for this year... but am feeling let down and uncertain as to whether I should go through a different accomo site? If I hadn't rung that agent re the room we would have arrived to find no accommodation available. Pretty poor, don't you think. Bitterly disappointed in Hotels.com Yours sincerely, Colleen Chote

Spent the entire night trying to get help. 2, 300 VACATION PAID, we have transfer number from PayPal. Harold L LaChance transaction placed 3-5-18 for our honeymoon going to Punta Cana Majestic Colonial Resort. Dates were 6-4-18 THROUGH 6-12-18 (HOTEL STAY ONLY, NO FLIGHT). I talked to Amy a supervisor she claimed to be the only Amy in the whole HOTELS.COM refused to give me corporate office number or email. She gave me PayPal number which I talked to 4 times. I have used you before without fail. This is really bad customer service. I had PayPal finally handle this for me, they even did a conference call three way. Hotel.com refused to listen or give me a manager. I think it's the day and age we are in that makes me feel not treated as a human, fix it on your end pleasw how unpresonable your CSRs represent a NATIONAL TRAVAL SITE.

January 7, 2018 on the night, I booked Comfort Inn Downtown at Detroit thou Hotel.com [protected]. The customer service agent informed me that the quote price is $833.32 in Canadian currency. I inquired twice if I will be charge in US currency because I intend to use my US Visa Card. But the customer service agent insisted that I will be paying exact price quoted in the amount of $833.32 can. So I give my Canadian Credit Card Visa to use it. And when I received my confirmation thou e-mail, the Comfort Inn charged me in the amount of $671.40 USD thou my Canadian Credit Card Visa. The bill statement came out in the amount of $861.29 Canadian dollar due to conversion fee and the exchange rate. On the same night I contacted and complained to the Customer Service Agent that I was misinformed. I was advised to e-mail customer service specialist that handle the issue. I e-mailed them twice on Jan. 7 and 8. But there was no reply at all.
Jan. 16, 2018, I send an e-mail again. This time I got a reply from [protected]@hotels.com, informed me that they will get back to me within 24 hours and the case no. M-[protected]. Waited till Feb. 21, 2018, I decided to send an e-mail again to follow up my issue. Feb. 22, the Customer Service Specialist name Susan informed me that they could not locate my reservation at that hotel. My case number was change to M-[protected]. So I give them my reservation number again and finally they found my reservation. The Customer Service Specialist was Jet C. So I e-mailed back to Jet C about my issue. Telling them that the customer service agent misleading and misinformed me the price quote. I end up paying more in the amount of $861.29 Canadian instead $833.32. So I requested Hotels.com to give me a refund of $27.97. The reply was another Customer Service Specialist name Casper E that the hotels.com will not give refund because it was the hotel charge me in US dollar. He advice to file a dispute to the bank that charge me in conversion fee and the exchange rate which is ridiculous. I replied by saying that the bank and the Comfort Inn hotel were not at fault. I explained again that the issue was at fault of the hotels.com Customer service agent mislead and misinformed me. I even inquired twice if the charge was in USD but the agent answered me a big "NO", it is in Canadian dollar.
Every time I e-mail back, there is always different specialist will replied my issue which I end up like a ball bouncing to one specialist to another with no resolution. So far I got 7 specialists handle my issue with different answer and alibi.
Feb. 25, 2018, I was advice that my issue will escalate to specialized team within 3 business days.
After 3 business days passed by I follow up and this time it will take another 7 business days to wait for the specialized team member will contact me.

Thanks for taking time out of your busy schedule to respond to my email I did contact hotel.com she place a phone call to Double tree the lady at your facility told her . I could not get back my money ! hotel.com even give me her telephone number to contact her she was so Rudy she keep on telling me I can't cancel I told her I didn't book at hotel stay my credit card was information was stolen I didn't book any room she refuse to listen hotel.com email me staying double tree won't be refunding me back both hotel.com and double tree keep telling me about cancellation policy I didn't book a hotel therefore policy have nothing to do with me just need my money bank and credit card information remove from you'll system it's a sham

I have a booking at the ibis style grovsnor hotel.

It's clearly states a city view room...I look out into a narrow dark courtyard onto ugly painted brink wall.

This has been mis-sold. I was offered a full refund I searched websites but the city of Adelaide is all fully booked for the next few days.

I'm having a room change today however I refuse to pay for this room on the grounds of it being mid-sold.

I don't care who's fault it is hotels.com or Ibis but You need to fight it out who is responsible for the incorrect room allocation which was meant to be a "Queen room with city views" .

Please advise who will be refunding my 1st stay Ibis or hotels.com?

You'll see from my bookings I travel the world throughout January / February each year and use various third parties to book my room with including yourself Expedia/hotels.com.

My confirmation is the legal document confirming queen room with city views I request my refund and answers who is responsible for this shambolic mistake...the hotel manager was not helpful and only said complain to the third party you booked with.

Regards

Leslie Bell.

Incident date: january 24th 2018
I own "du repos bed and breakfast" in st quentin nb.
A client called hotel.com to booked a room at my place and got hang up without explication. He asked if the snowmobile trails was direct to the business yard and your employee hung up on him.

I'm very disappointed about your business. How can I trust you guys from now on. It's not the first time that something like that happen. If your not informed about our business, what we do, what we offer... Etc
Remove us from your listing.

At first, I made a reservation for Hampton Inn through Hotels.com, and then I requested to Hotels.com to modify check-in date.
Hotels.com processed my request with pleasure and sent me a confirmation email.
I TRUSTED them.
But at the d-day(changed date), I found out my reservation was not changed and I missed first reservation as "No Show"
I had to purchase a night again at the front desk ( it was almost midnight ).
To leave a record for the second purchase, I made a purchase through Hotels.com again.
The next day I claimed to Hotels.com about the mistakes they made.
BUT they refused to give me a refund on my lost money because of their mistakes.
This is their obvious mistake. I have received a confirmation email regarding changed date from Hotels.com.

I booked a reservation for a hotel in NYC; I booked this reservation at the beginning of the year, and at the time of booking, the confirmation statement read, "you will be charged by the hotel at the time you check in or check out".

In July, I received notification from the property that they had been unsuccessful in obtaining funds from the credit card I used at the time of booking the reservation. In October, I received another notification and was advised that as a result, my hotel reservation had been canceled. I didn't pursue the matter because others in the party had changed their plans about traveling to NYC, so I left it alone.

On December 13, I looked at the credit card statement and was alarmed that I had been charged for a hotel reservation for which I had received a cancellation notification about. How is that possible?

Hello,
I am writing about my reward hotel nights. Apparently the hotel nights expired 1 month ago, and not the company cannot do anything to re-activate or give me back my EARNED hotel nights. I will be filling a complaint with the BBB requesting compensation for my costs. The representatives were able to provide me a $100 voucher to compensate me for 14 nights worth of hotel stays. This is absurd. Please reach out confirming that my earned nights have been re-instated. best,
KD

I sent in my complaint and request for a partial refund on11/28/2017 and again on 12/12/2017 and was told someone would get back to me on both occasions. REQ:M-1904605. It is 7:30 p.m. EST on 12/15/2017 and I have still not heard from anyone. I have contacted NBC (local Hartford). They have a segment where they air the issues and contact the merchant (in this case Hotels.com) and try and remedy the situation. They are reviewing my complaint to determine if it will air. Their number is (844) 303-RESP. I am sending a copy of this correspondence to Fairfield Inn by Marriott because they were mentioned in my complaint. I cannot tell you how disappointed I am in your organization. If my segment is aired, think of the negative publicity that both you and Fairfield Inn by Marriott will receive. And the irony is, if you refer to the complaint, you would agree. Joseph Oddie [protected]

Hello

We booked into the cosey apartment on 7th Dec 20017. The complaint is about excessive noise from builders working on parts of the property. This begun before 0800 on Friday 8th December and Saturday 9th December, and included loud machinery, workman shouting and their loud radio playing in the courtyard immediately between the apartment and neighbours. We were not informed about any building work or associated noise. This had a very significant impact on our stay and ruined our break. Please let me know how I can seek compensation.
Regards Mrs c. Waites