Hotels.com
Reviews and Complaints

I have had issues with locked nights on two separate occasions. The first time my issue was resolved within one phone call. The second time this happened I called customer service 4 TIMES! I am currently on hold, AGAIN, with them as I am composing this email. The issue appears to be a few stays that I paid at the hotel and still need to be verified. This is understandable, however, I have been trying to get this resolved for already THREE weeks now, and my stays in question happened well over 30 days ago. I use this booking service quite frequently and accumulate many nights. My suggestion was to set aside the nights in question and combine the approved nights to open up my DUE rewards. On my THIRD attempt at a resolution to this headache, I was assured my nights would be "unlocked" within an hour. After an hour had passed I checked my account, and saw that one night was in fact unlocked, however over 20 nights were removed. As you can imagine, I FREAKED OUT! I called back in immediately and was just reassured tat within another hour my nights would be put back and my rewards nights made available. I love the concept of this rewards program, but the inconvenience has made me look elsewhere for my hotel bookings for the future.

well see this is what happens I was cool with the first night guy that was here even though it took him so long and I was the first one there to get checked in before the other people just came in he's not he knew that I had to go find him and so tired I just want to relax cause you know I have had issue apparently I had to get away from home and I get here I have to wait three people in front of me when I made reservations online then I didn't know I had to carry my own furniture and walk around in and look for coffee pots and all this other stuff like I had nothing in my room And the guy who's on now he's a real [censor] he asked so sweet and nice and [censor] but he doesn't care and I'm very upset with him I try talking to him and he was just who he was ignorant as you don't treat hotel guess this way but I had to carry my own microwave in I had to carry all my own stuff and this is [censor] my body hurts I don't who I mean it's always broken in the apartment I'm like [censor] I thought it was nice to say that I get to look overlook the marina and stuffing and I got this guy [censor]ing tell me like he didn't know I'm I guess I showed him my key and told him on the gas can I have some coffee I asked for all my stuff I had nothing in here my bathroom fan oh my god my bathroom fan is broke or something I had to find a remote control in a hole of the room we walked around for like about 45 minutes I had to carry all the stuff to my room DO YOU WANT me to carry the fridge raider I said I don't need that and then but he was cool he wasn't you know who to try to help me up when I get to so the guy the new the new guy on and you know he had the nerve they treat me like dirt I spent thousands of dollars on hotel rooms this is not to my liking I mean I can show you I can take a video of it in my toilet clog my shake the fan is the shower the shower is nasty I can't believe I spent money on this I thought I was getting a good spot like always said it was new owner So I said I'm a go check it out seems nice note or overlook the marina hot tub Mike OK nice pictures these rooms I mean the rooms are nice till I get in here and I got like some old Jeanie [censor] genie of the lamp [censor] like it is very bad I did not like the money and I do not like the way I was treated it took me a while evening on the door that he has baton his head like he was going to hit somebody like if I was one of these crazy people out here I'm at artist I make music this is my time I get a piece of mine at night I just can't believe people you have working here I said he's a light Knupp on his gas oh I have a remote control for the TV yet I had to go find the remote control research all these abandon roomsAnd then how my god this is the worst part I had to carry up all the stuff I cannot believe I did it I'm gonna stay here but I'm's I was just want to relax make money to get a piece minus what I do it's been a lot of money and hotels and this [censor]ing place is not right that they should be fired I swear he had a Tayser in his hand up a time and you tell me oh well sir you're the one walking around here this time is three and one OK and you don't know me you don't know how I do things every day and I program how dare you compare me to one of these call my God I can't believe this I walk to McDonald's close hungry their clothes and will give Robbie on the street like your toes a piece of [censor] now you don't want my [censor]ing money back I want a nicer [censor]ing accomadition

Hotels.com canceled the booking that was confirmed by them a week earlier! They didn't notify me via phone or email, they just decided to simply cancel it. Probably that was the hotel, not the website itself, but in that case, you should carefully choose hotels you work with and don't advertise hotels that are not able to provide a good service to customers.

Hi,

I called hotels.com on [protected] at 11:30pm (Autralian time) on 12th November 2017. The staff who was answering my phone was not very happy with some basic questions that I asked regarding to a hotel room that I was interested in. Later he started to lose patient and yell at me.
Towards the end I asked him for his name and staff details. He refused to provide me those details, put me on hold for 15-20 minutes and transferred my call to another staff member.

Around 12:15am, another operator finally answered the phone and said he couldn't help as the hotline I called bases in Brazil and they only deal with Brazilian customers. This is the most outrageous and discriminative explanation I have ever heard of!
I explained to the operator that hotels.com is a global website and it was not the first time I called hotels.com for bookings and enquiry. No one, from my experience with my bookings or enquiries through hotels.com, ever told me they were not able to help me because I am not from their country!
I then asked the staff to transfer my line to his senior or manager. He said he could not do it because everyone at the call centre speaks Portuguese only. I said again Hotels.com is such a global business and it was not possible that no one except him at the call centre can speak English. I required him to transfer me back to the person who I spoke to before. He said he did not have the facilities to transfer me back to the person who I started the call with. I found that very ridiculous and so I asked the operator for his staff name and number. He gave me his staff name as Aleef, which I am not sure if that is correct and so I asked for his staff number. He said he can't provide me that detail. The operator kept repeating that he could not help me and later put me on hold without my consent. In the end he even hung up on me.

This is one of the most discriminative and horrible experience I had ever had with Hotels.com or any other form of customer services in life! This is highly unacceptable and I am hoping someone would be able to investigate on this and get back to me with proper apology and explanation of why such behaviour happens in Hotels.com

My email address is [protected]@gmail.com and my contact number is +[protected]

I am looking forward to your reply.

Thank you
Sau Wai Siu

On 8/12 I called hotels.com customer service and was trying to use a 200 dollar voucher. The hotel that I was wanting to stay at was pre pay only. I completely understand how that works. The guy look for me and there were only 2 hotels in a 40 mile radius that would honor the voucher. What is the point of me getting a voucher if i am unable to use it where i want to. I asked her if there was any one I could talk to about this matter. She then transferred me to her supervisor and his name was Chris. He was very rude and disrespectful. He accused me of wanting him to change ur guys policy on how I could use my 200 dollar credit. That was not the case at all. He kept reading me ur policies and told me that he would not change them. I asked to speak to someone else and he said that he was the highest ranking person and there was no one else I could talk to that he had the final say. I can not believe how I was treated and how I was talked to. I am very disappointed in the customer service i recieved.

I have used Hotels.com for many years. I have renewed free nights several times and have been a loyal customer, until today. When I tried to log onto the site it said it did not recognize the email or password. I have only had one email so it must be the password. I clicked the button to send a password reset (two separate times). An email never came. I then made a new account assuming it would respond that the email was already in use. It did not and I now have a new account. What happened to my old account? I started a chat room discussion and got nowhere. Next I called in to customer support. The representative was not able to help and never truly understood the issue. When I asked to speak to a supervisor he hung up on me. This is how you treat loyal customers? Really? Where was my account and where are my rewards? I certainly am glad the there are options for booking hotels (Expedia, Booking.com, etc.) since I will no longer use Hotels.com. I would love to talk to a representative but, after tonights experience I am certain I will never hear from anyone at Hotels.com - 11 August 2017.

I had booked a room with Hotels.com for a room in Las Vegas for a conference i was going to attend. There are numerous people from my team staying there and had booked through them. I was to check in on the 15th of August to the 19th of August. The confirmation was [protected]. Others who booked the same hotel at lower prices than i received were give the cancellation refund option but i was not. Due to unforeseen circumstances i was forced to cancel my booking and found out that my cost was nonrefundable. I think i should have been given the same option of cancellation as the others in my group. Can you please help me out with this? Thanks, Leah-Anne Campbell

I booked a few hotel rooms through Hotels.com for our road trip we were on. Our timing changed a bit so I had to cancel two different hotel stays...Hotels.com made it very easy to use their 800 number and cancel over their automated phone service which I did for both hotels..at separate times. My reservation [protected] booked on June 8th for check in on June 21st...however was still charged to my credit card even though I cancelled before the cutoff time of 6pm...My other hotel room was never charged..no problem..I didn't receive a cancellation number for either phone call for either hotel so I didn't think it was necessary to have one. I feel they should credit me back for the hotel charge. Ironically when I contacted the hotel itself, Country Inn and Suites NE they informed me that Hotels.com had been in contact with them and claimed they were going to issue a cancellation request to them shortly after I had been on the phone and in contact with Hotels.com numerous times

We made a confirmed reservation for a room so we could watch the eclipse in South Carolina 6 weeks in advance. We thought we were all set for our trip. Then comes the email from Hotels.com that our reservation was cancelled because the hotel was overbooked! Why were we not notified earlier so we could make alternative arrangements? Customer service tried to find another room (two weeks before the eclipse, good luck!) and said they could not find us another room, so sorry (not). It is infuriating and I will never use Hotels.com again. These "confirmed reservations" mean nothing! Buyer beware!

This is a query & not a complain against any Hotel.

I am Yogendra Udani from Malad (Mumbai)

On 16.7.2017 (Rs. 2165) & on 6.8.2017 (Rs. 1377) I had been to two different A/c Restaurants with my guest for eating. They charged 18% GST (9% STST +9 %CTST) Break up of the said amounts are Rs. 1835+SGST @ 9% Rs. 165.15 + Rs. 165.15 CGST= Rs. 2165 & Rs. 1167+ Rs. 105.03 +105.03 towards SBST & CGST

I understand that after introduction of GST, hotels are bound to reduce food prices as their previous food prices up to 30.6.2017 are inclusive of VAT/Service tax etc. but my surprice, in both the restaurant, the cashiers tole me that they have neither reduced food prices nor increased food prices ?

It means their existing food prices are as per previous food prices i.e. prior to 30.6.2017 (!) means inclusive of old taxes also !

If it is so... please do the needful to recover the old taxes also collected from customers or order the said restaurants (& also all hotels & restaurants of India) to refund said taxes illegally collected from them on & after 1.7.2017 (anti profiting issue)

Thaking in anticipation
Yogendra Udani (mobile [protected])

(sr. citizen)

We have booked 3 Days at Third Bridge with Hotels.com in Moremi NP because we knew that we have facilities as of Toilets and Showers there. We have been in this area many times before and know it well as we are experienced Africa travellers for many years.
We knew we are sleeping in a Tent as we have expected that for Mobile Camping.
We have had Camping tours from Maun before and they were always great.

"But never have we had such a bad one."
We can just give this a minus 5 Stars!

We don't know how many Subcontractors
are in between from the booking with Hotels.com but we have received Emails from a guy names Wittness Rari though Hotels.com and in this Email he confirmed 3 nights at Third Bridge and that we would have a closed Car to Third Bridge and an open Safari Car in the Park. When we arrived in Maun we met with him in the Thamalakane River Lodge the night before to discuss the tour and he than mentioned that we will be camping near Xakanaxa, which is a totally different area in the Delta were we did not want to stay otherwise we could have booked Xakanaxa though Hotels.com. We told him that we have booked Third Bridge and not Xakanaxa and are not happy about it. He said it's just for one night but the next 2 nights we would be at Third Bridge.
Next morning we were supposed to leave at 10 am the driver arrived at 11 am in an open car even so we ordered a closed one. We had packed and dressed for a closed car.
Than we were driven to a Campsite with no facilities, our shower was a bottle of water in a plastic sink and we were in a totally different area as we wanted to be in. We felt trapped, lied to and ripped of and couldn't do anything about it as it was late afternoon when we arrived.
The next day we expected to camp at Third Bridge, but we stayed in the same camp and the 3rd day we were relocated again into a different area because he expected some more people for the camp.
As it turned out those 3 people from the USA were in the same situation than us, and I can tell you they were also not happy, we all felt ripped of.
I can imagine that people from developed Countries would not be to happy to ruff it like this as you would expect at least basic facilities. I believe Guys who are so dishonest should not have a business license as a Tour Operator. There was no integrity and to us it was criminal what he delivered.
If I book a particular Lodge in Maun I would not get another Lodge somewhere else. I would be told, sorry we are booked.
People get put into an impossible situation as he puts people into places were "he" wants them to be and not were people booked to be, that is dishonest and criminal.
Also a very important part we like to mention was Hygiene, it did not even exist, we were offended Tea and Coffee made with water which came from the Delta, it was boiled but I think it is quite a health risk for people who are not used to it.
The mattresses were thin, torn, sweat stained and dirty, same as everything else like Tea Towels aso.
It was a shocking experience.
I clearly booked 3rd Bridge by the Hotels. com App and nothing else.
We did pay AUD 2480 for 3 Days to Hotels.com which we thought was a reputable Company to get ripped of by a shonky subcontractor operateur.
Sorry does not make up it.
We can just hope that Hotels.com will give us some compensation for our anguish.
We think Hotels.com has also a responsibility for their customers.

We will report this incident to the appropriate Departments in Botswana as operators like this should not have a licence for a Tourist business, they dis troy the good reputation Botswana has.
I also have pictures for prove from all the dirty equipment which was used.
I can recommend to anyone wanting to go into the Delta to make sure that they get what they paid for.
Ingrid Schaper

Dear Customer Services

I am writing to you to raise an issue about:Hotels

The issue that I have experienced was: I have booked The marmara taxim hotel Turkey, between 26-28 July 2017.
unfortunatley, during the stay the Electricity in the room has shutt off completly. The hotel sent electrition assistant to the room who has worked from 24:00 AM antil 4:00 AM.
Obviousley we couldnt sleep and the whole day after suffered as a result.
We were offered by the Hotel's service Marketing Manager that is we stay another night we will get Spa and breakfast as a compensation but I had a flight back to Odessa and my plan was for a couple of days only at the outset.
I were told that she would have compnsated me for the hotel fees but she can not do so as I booked and paid directly with Hotels.com.
pictures attached

It occurred on: July 26th, 2017

I request a full refund and an amicable compansation for the damages caused to me as a result of the hotel condition.
this hotel was reccomended by your site as one of the best but it was far from it in means of what it offred and its assistant to the problem

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Dr Elad zrifin

My details

Reservation or booking reference: [protected]
Reference:
Address: po box, 11483, Tel aviv, , 61116

Dear Customer support

I am writing to request a refund for the hotel booking (Reservation number:[protected]) (date 03.08.2017) in Hotel Monterey Edelhof in Sapporo, Japan.
We originally booked the Hotel “Monterey Edelhof” (27528 Yen) for approx. 250 USD a night+taxes, instead of the Hotel “Monterey” for approx. 170 USD a night, because the Monterey Edelhof advertises it has an Onsen available for Hotel guests. However when we arrived at 10 pm for check in, after long and hard day of travelling, we were told by the Hotel Staff that the entire Onsen is closed until after check out time the next day (11:00 am)
The only reason we booked the hotel was to use the Onsen and there are dozens of hotels in Sapporo that do not have Onsens and are significantly cheaper. If we had known that the Monterey Edelhof's Onsen was going to be closed during our entire stay, we would have booked any other hotel. Please refund my credit card.

Regards

Volker Jacob

Dried urine on the wall in the bathroom. At to about four feet off the floor. Filled out comment card that was available in the room. Politely told the RUDE front desk clerk, no response from that individual. Emailed the company with a photograph, no response. The simple fact of the unsanitary issue really make me wonder how clean are these rooms. We spent $167 for this room. We also reserved the room next to it. Getting absolutely no response whatsoever from staff or corporate is extremely bothersome. I did not ask for anything except for a response.

Hi
I am so frustrated. I have spoke to probably 10 or more customer service reps today. All i wanted to do was use my hotels.com $100 credit but the hotel i chose is pay at the hotel only and so i guess i cant use it. We planned our whole vacation around this credit because we dont have tons of money. But now i just paid for the trip on my debit card and couldnt use coupon. I called customer care and spoke to 2 more people who were no help at all. I want this money refunded to my bank account. It is my money and i should be able to use it. I understand i can find a different hotel and use it but ive already reserved this one and will not be going out of town anytime soon. Somebody please help me. This is so unfair, hotel.com is the one who made 2 mistakes on my hotel last year, not me. Please contact me asap. [protected]

Thank you

My travel complaint is as follows:

I booked one room for 3 nights (Jul1 to Jul 3) through HOTELS.COM reservation web site, I received a confirmation email (CONFIRMATION # IS [protected]) They book a room for me in HOLIDAY INN EXPRESS &SUITS 11Impasse de la Gare-Talon GATINEAU J8T 0B1 QC Canada.
I called Hotels.com customer service as well as Holiday Inn on 29 JUNE (EVENING) ABOUT MY BOOKING. Both of them confirmed my booking also I mentioned to them that I may arrive very late that night, they noted this and had no issue with it
I drove from Mississauga to Ottawa, (about 500 kilometers) when I reached close to the destination I called Holiday Inn on my cell phone at about12:30 am, and spoke to REJEAN and I was very disappointed when he told me that there was no room for me because the rooms were overbooked, his response was very calm and matter of fact like this was normal. I was on the phone with him about 3 hours but no success.

In the mean time, I was calling Hotels.com customer service on my other cell phone. The customer service was VERY POOR. The phone line disconnected every few minutes and I had to repeatedly phone them and explain my situation from the beginning. I repeated these more than 20 times as they never returned my call. The last person I spoke to was ROSE. I told her that I kept getting disconnected every few minutes and asked if the call got disconnected again to call me back. I gave her my cell phone number and she assured me that she would call me back. The call disconnected again, and nobody called me back. I was on the phone with them for more than 3 hours until about 3:30 am. In the end nothing was resolved; it was a complete waste of my time. They were aware that I and my family had no place to go but they were not helpful at all. We felt very stressful and frustrated. It was raining very heavy; we were very tired and wet by the rain. I also noticed that Hotel.com customer service was not in Canada but off shore so the call was disconnected very often.
To make matters worse, the Holiday Inn charged $308.21 to my credit card for the room they gave to someone else. It was very time consuming to get refunded for this ERROR as I had to make numerous telephone calls to get my money back.
I need a reasonable compensation from Hotel.com for all the suffering and inconvenience and for their poor customer service and phone system, lack of training to their staff not taking any notes, for over booking and failed to provide me any accommodation.

I am looking forward for a positive response from you.

Thanks

Abida Syed

7/18/17
I booked online, ALOFT Hotel, Franklin, TN on 7/18/17, choosing this hotel because your company stated that payment would not be taken until time of check in. The entire amount of the charge was debited from my checking account almost immediately. Upon seeing this I contacted Hotels.com to discuss, after being on hold and transferred several times, I was told this was not Hotels.com fault and to call the hotel. I called the hotel and they said it was not there problem and their policy was to charge at time of booking. I then called Hotels.com (again) and was on hold for at least 20 minutes before speaking with a supervisor, who told me to cancel my reservation and re-book, that was the only way to get my refund. I did so and she offered me a $30 Hotels.com voucher. I re-booked at a different hotel and used the voucher. I assumed that I would have a refund within days. Today is 7/28/17 and still no refund. I have spoke with Hotels.com again and the hotel. Neither is claiming responsibility. Due to this charge hitting my bank account, I have been charged bank fees of $96. Which neither ALOFT or Hotels.com want to reimburse. As of current the $162.00 charge has not been credited. I have spoke with a manager with ALOFT Hotel in Franklin, TN on 7/27 and he has guaranteed the refund within 24 hours. I just spoke with my bank and it has NOT been credited. This has been a huge inconvenience, not to mention the additional charges and at 6 lengthy phone calls and a in office visit to my bank. I have canceled the last booking I had with Hotels.com, losing my $30 voucher, so out of all of this mess I have received ZERO compensation. I have email verification of all transactions, especially the email stating clearly that "payment to be made at time of booking" . I have received the worst customer service and will never use Hotels.com, plus I will make sure that anybody I know never does. I am seeking compensation up to $100 for my trouble and to cover my bank fees. Preferably cash, due to the fact I am now $100 short in my checking account for this month. That might not be much to some people but to me that is a lot. This experience has been the awful.
Disappointed and angered,
Amy Smith

This was the worst hotel that I have ever stayed at. The room was dirty with yellow stained pillows and holes in the towels. I spoke to the manager, Miguel who approved the refund for the second night that I did not stay at the hotel. I received my credit card and he did not cancel the stay and charged me an additional $15. The service at the front desk is rude to the point of being hostile.I have pictures of the yellow stained pillow, p hair on the sheets, holes in the towels and the receipt where the manager, Miguel said that they would refund my second night since I cancelled the stay. Of course, he has no memory of it now and says that they are unable to issue a refund. DO NOT STAY AT THIS HOTEL. You may catch more than a night's sleep.

I poke to representatives at hotels.com on four times and to be emailed a receipt for the hotel reservation. They denied me a refund even though the GM said that he was taking care of it and signed an invoice saying so. It has now been four days that I have been waiting for hotels.com to email me a receipt. I was yelled at by one supervisor who said that it was my fault that I didn't receive a refund and that i should have know how it worked. I called once on Wednesday and was told that the receipt would be emailed within four hours - no email. I called the next day and was told that the computer system was down and was on hold for thirty minutes -- no receipt. I called again this morning and was told that I would receive the receipt - I have yet to receive it.

I asked for the phone number or email address to the corporate office and was told that i had to mail a letter. A letter in 2017 for a billion dollar company?!? I have pictures of the hotel room and the signed invoice by the General Manager. I need the receipt that was originally requested four days ago and I would like a refund for the second night. They also need to review this hotel as it is not a company that I would want to partner with.

https://youtu.be/s0cj_HyXPE0

I arrived at the location at 12 am on the 25th to check in and upon my arrival I noticed that the hotel had
Not been kept to standards advertising a rating of 85 for sanitation ... during my stay the air conditioner unit which functioned permeated with an odor, my luggage was ruined by the ants in the video as as well as 50$ worth of alcohol. A complaint was made to the receptionist but the hotels associate I spoke with was unable to speak with the manager and was only able to offer a $50 redemption code to apply to a future stay however I would prefer to be reimbursed in full as my short stay with the microtell has theme into a bill. I would appreciate being contacted in regards to this matter asap [protected] thank you -evan

This extended stay hotel here at University avenue east studio hotel is a real dump! The WORST Hotel ever! The look and lord is corrupt and Greedy only cares about getting your money but don't care about getting repairs done at all! The hotel manager Denice Bennett is a real evil and mean selfish b-th! And ng er repair man is nothing but a lazy good for nothing bum! Who never wants to fix anything! Unless its an extreme emergency or else forget it! They're all a disgrace!