Hotels.com
Reviews and Complaints

I stayed at the WoodSpring Suites Round Rock-Austin North in Austin TX from May 28 - June 7, 2023. I booked through Hotels.com using my account. I stayed 11 days for an average night amount of $67.14 ...I have been waiting and waiting and waiting and waiting for my free night to get "UNLOCKED" so I can use it. It has now been 35 days, so the excuse that Hotels.com has been giving that it can take 35 days to unlock - that is a pure BS excuse! And now Hotels.com created a fake ONE KEY to help Hotels.com fraudulently steal and delete millions of free earned reward days from clients so as to not have to pay for those free nights! I have spent hours on the phone with Hotels.com this past week trying to get my free night...there is NO APP FOR ONE KEY! There is NO WAY TO SIGN UP FOR ONE KEY! ONE KEY IS MADE UP BS to help facilitate the fraudulent deletion of millions of customers free earned rewards days! My email is WILL.[protected]@yahoo.com ...please forward me a link with a redeemable code to use for my free rewards night worth $67.14 ...my Hotels.com itinerary/confirmation = [protected]

I booked a night's stay at the Hard Rock hotel in Orlando via Hotels.com using tesco clubcard vocuhers for the 14th August. Subsequently we found out that friends were going to be there the following week so I contacted Hotels.com via online chat. They said it wouldn't be a problem and they would issue me a goodwill voucher ( as they can't reissue the clubcard vochers) to enable me to rebook. I took a photo of the chat where they said this. When the chat was finished I found the vouchers were emailed to me - 4 at £100 and 1 at £5. I then went to rebook but found I can only use one voucher per booking. I was never told this at any point in the chat and the agent said I would be issued with a voucher and not vouchers. The agent knew I was going to rebook straight away. My problem is I now can't afford to rebook as the hotel is expensive and i can only use £100 towards its cost. Hotels.com never made me aware of this and I feel I haven been deceived by them. I have tried resolving it with them but they say they can't do anything. I have screen shots of parts of the chat where no mention of multiple vouchers is made.

I contacted hotels.com to cancel a booking because of a death in my family . There’s no way I can take a trip to Italy in these circumstances. The cancellation time was just 8 hours later than the deadline for cancellation too. The person I was talking to, kenn roffie, pretended to call the hotel or property management to see if the cancellation could be done without the fees, ie, total cost of booking, I waited over 5 minutes and this person came back with ‘ no we could not cancel without all the costs’ . But what about hotels.com fees, they can’t refund those charges ei. Even airlines refund charges for customers during a bereavement

My assistant accidently booked double booked me for a conference in St. Louis 5/21-23. My reservation at the Lumiere was booked on Hotels.com and advertised as no penalty if cancelled by 5/20/23. When I realized the double booking at 6:00 a.m. on 5/20, I attempted to cancel the reservation at the Lumiere. I was told that I would be charged for 50% ($150) of the stay. When I objected and said that the reservation said it could be cancelled with NO penalty thru 5/20...I was told that (fine print) the reservation had to be booked by 12:01 am. Hotels.com said they could appeal to the hotel on my behalf, which I requested as I was not staying in the hotel. They said that they needed to keep the reservation open to be considered for an appeal. I stated that I was NOT staying in the hotel, and should be charged NOTHING.

Hotels.com agent said they would see what they could do. 3 days later the hotel denied the appeal, claimed I never cancelled the reservation, and charged me the full $300. I appealed to Hotels.com which said their hands were tied...the Hotel has the right to do what they want and nothing they can do about it. I again appealed to the Hotel...and got a curt NO. 100% ripoff. Recommend you take your business to any of the other reputable hotels in St. Louis

I have been trying to cancel reservation number [protected] 3 nights 2 rooms at Yotel London City. I have been rerouted from page to page and cannot get anywhere. I reached out to the hotel who told me that Hotel.com was the one who needed to cancel the reservation. Ive tried it through the website and the APP and it won't allow me to click cancel, it only allows me to contact the property... Very frustrating and time consuming!

I was allocated a reward night of $376.24 (see attached) but when I went to redeem this night it was no longer listed as available. It has disappeared from my account. I was hoping to make a booking using this reward night. I tried contacting via phone with no luck and the online agent spent 30 minutes with me but could still not assist. They needed to go through the loyalty team who cannot be contacted. This is poor service for a person who has been a Gold member for many years.

Account - kate.[protected]@auidf.org

When calling Hotels.com on June 6, 2023, the representative charged our debit card for the WRONG DATE. He was told July 17, but reserved a hotel for June 17,2023.

When this happened, I immediately called the hotel to cancel that reservation for June 17, 2023 and to reserve July 17. Hotels.com says they don't have information on the reservation, even though I have sent numerous emails with documentation from our credit union. This was Hotels.com error. We are requesting (and have been requesting since June 6, 2023) a refund of $248.14.

No itinerary number was given, nor a confirmation # or reservation number. Hotels.com representative has not been helpful. We have sent all the requested information to no avail.

Hotels.com, Expedia, and Vrbo are combining their loyalty program into a combined program called One Key. My usual 10% Hotel.com loyalty benefit will drop to 2% for the base tier and increases to just 6% for the top tier. I have been a loyal hotels.com account member for years. I stay over about 100 nights per year, so I would be in the top tier, but my travel loyalty benefits will be cut by 40%. So much for brand loyalty. The FTC should be looking into this merging of loyalty programs and stop it.

Dear [protected]@chat. hotels.com,

I am writing to express my disappointment and dissatisfaction regarding my recent booking experience with Hotels.com and IBIS Hotel Styles in Paris Gennevilliers.

On May 24, 2023, I made a reservation at IBIS Hotel Styles in Paris Gennevilliers through Hotels.com. My booking number was [protected], and I had paid £134 in advance.

Unfortunately, due to a technical error on the Hotels.com website, my reservation was mistakenly scheduled for June 2023. Despite contacting Hotels.com customer service multiple times via phone and email, I did not receive any assistance or confirmation from them.

As a result, I was forced to find alternative accommodation at short notice and at a higher cost, causing me significant stress and inconvenience.

I believe I am entitled to a full refund of £134 5356 xxxx 7xxx-5060 or a credit or transfer of my booking to another date. For your reference, I have attached copies of my booking confirmation, payment receipt, and email correspondence with Hotels.com.

I kindly request that you respond to this letter within 2 days with a satisfactory resolution to this matter. If I do not receive a response, I may need to escalate this issue to the travel ombudsman or seek legal advice.

Thank you for your attention and cooperation in resolving this matter.

Sincerely,

Ms A Charles

So, I had to change the dates of my upcoming stay that I booked with Hotels.com. When I tried to do it online, two days before my stay, I got a message saying "Oops there most be a problem, please call us". So, I called them and the associate didn't know why my request couldn't be completed. The representative told me that he changed the date to what I requested and nothing would be billed to my debit card until I presented it in person at the hotel. However, a family member directed me to another hotel with a much better price and interestingly, I was also quoted a better price with the original hotel I booked through Hotels.com. So, the next morning, 40 hours before my stay at the original hotel, I decided to cancel with Hotels.com, well before the 24-hour free cancellation policy.

Later that morning, when I checked my bank account, I noticed a $448.00 pending charge to the original hotel I booked through Hotels.com. I called Hotels.com immediately and after a runaround, I was advised that the hotel ran the card, not Hotels.com. I then pointed out to Hotels.com that I only provided my card to them, not the hotel, and demanded a release of my money immediately. Keep in mind that this was two days before I was even to check in at the hotel. This started a 5-day nightmare with Hotels.com. When my money wasn't released the next day, I called back twice and was advised that I needed to contact the hotel. I called the hotel, who absolutely denied ever running the card and directly pointed the finger at Hotels.com. So, I called Hotels.com back and NOW I was told that Hotels.com did run my card. When I asked why I had been lied to from day 1, there was only "I am sorry".

Now, mind you, I have not mentioned that I called at least 8 times during my 5 days of this ordeal and two other calls with the hotel. I demanded that the money be released and nothing happened. I then asked for a supervisor the following day "day 4" and this supervisor, who identified herself as "Jelly", told me that I should have read the disclaimer. When I asked if that meant Hotels.com ran my card after initially telling me they did not with 3 different associates, she replied that she was sorry and I should have read the disclaimer. My money was released to me the day after what should have been my original check-out date with the hotel I booked with Hotels.com. Regardless, I was unable to access this money while on vacation and Hotels.com had 3 associates tell me they did not run my card, two that said they did, while a supervisor named Jelly told me I should read the disclaimer. Someone lied to me and I will never use an online website again and will deal directly with the hotels.

Hey there fellow travelers,

So, we recently booked a stay at the Rio All Suite Hotel & Casino Las Vegas through HOTELS.com. We were pretty excited about our trip and were looking forward to a smooth check-in process. However, things didn't quite go as planned.

When we tried to use the auto kiosk to check-in at 5:30 pm, it said our room wasn't ready and that we would receive an email when it was or come back later. We were pretty disappointed, especially after driving 300 miles to get there. We had to wait in line for 20 minutes to see someone at the check-in desk.

That's when things took a turn for the worse. The guy at the desk told us we had to pay a resort fee of $66, which we thought we had already paid when we booked the room. We showed him our confirmation email, but he told us that the extra $73 fee was charged by HOTELS.com and did not apply to the resort fees. We had to give him a credit card for the $66 before we were given room keys.

With this extra payment, our room now cost us $208 instead of $141. We asked him how much the room would be if we booked it with the Rio directly, and he said $148 total.

When we got to our room, I called HOTELS.com to try and sort things out. I've used them for over 10 years to book all my hotels, so I was pretty surprised by what happened next. The person on the phone put me on hold many times and finally said that the $73 was for the third person, and it was a charge that Rio would collect from them. I told him that wasn't what the Rio told us, and we wanted HOTELS.com to refund us the $73.

He checked with the Rio, and they told him they didn't charge a fee for a third person. He said there was no way HOTELS.com would refund us because it was a charge that was in the fine print for a third person when we booked. I asked to talk to his supervisor, and things got even worse. She was very rude and said that we had nothing to talk about and that I could go online and complain, but they wouldn't refund me for the charge even if the Rio didn't charge them.

The total time I was on the phone trying to get a refund for a charge the Rio wouldn't have charged with HOTELS.com was 61 minutes. Trust me when I say that this is just a short part of the long story. I'm the person who takes care of travel for my wife and me, as well as for my company and one of my customer's companies. I've booked well over 100 nights through HOTELS.com. Unless they fix this, they will never get another booking from me or any company I book for. I'll just go back to Hotwire.com.

So, fellow travelers, be careful when using HOTELS.com.

I gotta say, my experience with hotels.com was a total disaster. I mean, it was so bad that I'm never gonna use them again. It's taken me a while to get over it, but I'm finally ready to share my story with the world. I booked a hotel in Newport through hotels.com for a conference I was attending. Everything seemed fine at first - I got a confirmation email and everything. But then, on the Friday before I was supposed to leave, I got an email from some other company saying they couldn't honor my booking. I was freaking out, man. I knew all the hotels in town were gonna be booked up, and I didn't wanna pay some crazy high price for a room. So I called hotels.com customer service like 50 times. Every time I called, I had to listen to some stupid recording and wait on hold for hours. And half the time, the call would just drop and I'd have to start all over again. I also sent like 30 emails, but nobody ever got back to me. I was so stressed out that my phone died, but I kept trying to find a solution. I called hotels myself and finally found a decent place to stay, but I wanted hotels.com to book it for me like they promised. It took me five hours of non-stop calling on the last day to finally get everything sorted out. And to top it all off, they charged my credit card for the original booking even though they couldn't honor it. I mean, what the heck? I wouldn't wish this kind of nightmare on anyone. If you're thinking about using hotels.com, I'd say steer clear. They totally screwed me over and didn't even apologize. I'm still waiting for someone from management to reach out to me and make things right. In the meantime, I'm gonna stick with Hotels Tonight - they seem way more reliable.

I went on the internet on November 27, 2020 to find a place for my family members to stay for a small reunion from January 4th to January 11th, 2021. I found a 4 bedroom, 3 bathroom house with a pool on a saltwater canal. I made a reservation with a non-refundable deposit. Unfortunately, my wife passed away on December 31st, and the reunion turned into a family gathering for a funeral.

On January 3rd, I called the property management company to get the keys to the house. The manager told me that they had no record of my reservation and that they did not do business with Hotels.com. I then called Hotels.com customer service.

I spoke to a representative at 4:45 pm on January 3rd, 2021. She told me that all customer satisfaction supervisors were busy and that one would call me back automatically.

At 5:51 pm on January 4th, 2021, I called Hotels.com again. The representative told me that I had been charged twice by Hotels.com for this reservation, once when I booked it and again on January 4th, 2021, when I canceled it. I explained that I did not cancel anything and that it was reasonable to assume that I could not cancel a reservation that did not exist. I told them that Hotels.com had a responsibility to provide me with similar accommodations, meaning 4 bedrooms, 3 bathrooms, and a pleasant view that Hotels.com had no right to offer in the first place. I also explained that my family members were arriving that same day, and I was suffering ongoing damages by not having accommodations for them. The representative then put me on hold to find similar accommodations.

Adrian returned to the phone and asked if one room would be enough. I reminded him that the "lost" accommodations were for 4 bedrooms, 3 bathrooms, and a pool. He put me on hold again and then came back to the phone with a Marriott hotel. He then connected me with the reservation desk to book 2 rooms with double beds as his solution to my 4 bedroom issue. The representative told me that a customer satisfaction supervisor would call me back as soon as possible. The call ended at 9:43 pm, but I never received a call from any customer satisfaction supervisor.

After my conversations, I went back to the Hotels.com website to print copies of the reservation and cancellation records mentioned by Hotels.com employees. However, all records of my previous bookings were missing. I then looked at my existing reservations, and again, all records of my booking were missing.

A few days later, I received an email showing reservations with the Marriott for 2 rooms from January 4th to January 11th, 2021, totaling $3,381.58. However, no "good-faith" effort was made on my behalf, and no compensation was offered. I still have not received a call from Hotels.com customer satisfaction.

I recently booked a room with hotels.com (conf nr ***507899) for a trip from 10-14/06/21. Unfortunately, the facility informed me in Spanish via hotels.com that they would not be open during my stay. However, they did offer to move me to a partner facility if I confirmed. I agreed, but never received a response. I reached out to hotels.com customer service via chat and spoke with an agent named Yara. She was unable to reach the hotel via phone, so she sent an email and told me to wait 48 hours for an update.

After four weeks, I still had not received any response or feedback. I decided to cancel my booking, but it was a ghost business that could not be reached. I chatted with another customer service agent named Iman on 13/04/21. He also could not reach the hotel and told me to wait 48 hours. Each chat took over 30 minutes because I had to explain everything from the beginning.

Still, I received no response or feedback. On 18/04, I chatted with Jem, who cancelled my reservation without confirmation and told me it was non-refundable. I explained to him three times that if I accepted the non-refund, I could simply do a no-show or cancel via the website. The problem was that hotels.com had sold me a reservation at a ghost facility that did not exist, and they refused to take responsibility or solve the problem. Jem said he would try to solve it and asked me to wait. After 13 minutes, he cut the chat line.

I called the call center from Germany to the US and spoke with Sara for 30 minutes and 25 seconds. She apologized and opened a ticket, promising to inform me within 48 hours. I received an email stating that they would contact the hotel directly to request a full refund. However, the refund request was not guaranteed and subject to approval. I was told I would receive an update within 48 to 72 hours.

Unfortunately, I still had no success and called again on 22/04. I spoke with an agent for 23 minutes and 41 seconds, who opened another ticket and promised to inform me within 48 hours.

The problem is simple: I have a non-refundable reservation between 10-14/06, but the hotel is closed during that time. Hotels.com sold me the reservation, but nobody can reach the facility. Hotels.com cancelled my reservation as non-refundable without confirmation, and they refuse to refund my money. Why is this my problem? I don't even know the facility!

I want my refund!

It has been a few weeks since my wife and I had a terrible experience with Hotels.com, and I am finally able to write this review. We used to be loyal customers of Hotels.com, but after what happened, we will never use their services again. We had booked a hotel months in advance for our Christmas vacation with our children, and we were excited to start a new family tradition. We paid for the hotel room at that time and were eagerly counting down the days to our magical vacation. We had saved up a lot of money to ensure that we got a great hotel and had the best experience we could give to our kids.

However, when we arrived at the hotel after driving for 14 hours, we were shocked to find that it was closed for complete renovation. We were not informed of this by Hotels.com, and we were left standing there with our bags, tears in our eyes, and no place to stay. Luckily, the property manager was still in the office and felt bad for us. He called the sister property and got us a room there, but that was short-lived.

The Lodge at Mill Creek was a run-down, bug-infested, urine-smelling, dirty hotel with paint coming off the walls. We had paid good money for a mountain view 2-story room with a fireplace and all the works, but what we got was a dirty room with dirty sheets. My wife called Hotels.com to let them know what was going on, but we were shocked by the lack of customer service and how insensitive they were about their error. They kept passing the blame on to the hotel and even us at one point.

The hotel itself stated that Hotels.com was aware of the renovations going on and sent out emails letting all guests know they were closed. However, the service rep from Hotels.com kept saying it was the hotel's fault for not telling them. This was hard to believe because there were no other people showing up, and at that time of year, the hotel would have been fully booked. After speaking to several different people, they finally informed us that the hotel was closed. At this point, I was upset, my wife was in tears, and they were doing nothing to help us.

One rep said they would put what we paid towards another hotel, but that was not a solution. We had paid for this months in advance to get the best possible deal, and now it was the day before Christmas, and every hotel was three times the price. We were completely disappointed and disgusted with the hotel and Hotels.com. They ruined our entire family vacation, and something needs to be fixed here.

I recently had a terrible experience with Hotels.com. My wife booked us a six-night stay in Sihanoukville for my post-surgery recovery, hoping for a relaxing time. Unfortunately, due to this unreliable website, we had to spend the beginning of our stay in a very stressful environment.

They took our money and sent us a confirmation via email. We took our flight and while transiting in Saigon, we decided to check our emails. We found out that they had canceled our booking for security reasons that were not specific at all. We sent them many emails, bought local sim cards to be reachable, and contacted Expedia customer service and Hotels.com. They were polite, but not much help.

We contacted our bank and they said that they had sent them the confirmation of the transaction and the money was debited. The call center of the main branch told us that they had sent a refund but did not want to reassure us by confirming with an email. All the trailing mail that I have is three emails from us and one from them saying that they can't reach us by phone. All our friends and family managed to do so. We are using three phones (one roaming and two local numbers from two different network providers). No missed call was received from them at all. No phone number was provided to be able to call them even after requesting it.

We ended up paying for the hotel again using the same credit card that they took the money from and said we couldn't accept it. The GM of the hotel felt bad about our experience with them since we had to use a third party since their website is still under construction, and she upgraded us by keeping the same online rate.

The general manager of the hotel was a sweetheart and called for us the intermediate that was not able to find a solution for us nor give us a proper explanation.

I am a frequent flyer in one world alliance, and I have traveled half of the countries in the world. I have been using online websites all over, however, our experience with this one was the worst.

They promised a free night, but the actual free night you will spend it thinking of a solution out, and it will be without sleep, and you will end up paying more on Skype and roaming.

Dear Hotels.com Customer,

Your Hotels.com purchase ***58267 has been canceled due to one or more of the following reasons:

? We were unable to authenticate the credit card.
? We were unable to authenticate the cardholder.
? The purchase was declined by the credit card company.
? Account history.

Please reply to this email if you think there may be a mistake. We are happy to work with you to rectify any discrepancy. Since we have been unable to contact you via the telephone numbers listed in your account, please reply to this email with the telephone number where we can reach you and the best time to call. A Hotels.com Transaction Processing Representative will contact you.

Please do not call Hotels.com Customer Service for assistance with this matter. They will instruct you to email ***@hotels.com.

Sincerely

Hotels.com is a real letdown. Their support team was no help at all and they didn't take responsibility for their mistakes. I only used their site twice because they have a Rewards program that says you get a free night after booking 10 nights. But the program didn't work on their site and I only noticed after making a second reservation. They didn't fix the problem and didn't admit that it was their fault (probably because of a database error, for those who know about IT stuff).

I told their support team about all the problems I had with their system, like not recognizing my password (which I set twice) and not letting me log in. I had to reset my password to get in. They also didn't show my upcoming reservation even though I was logged in. They had wrong information in my account that I didn't put there. They didn't even think I had an account with them even though they had my username and some of my information. They didn't register me for their Rewards program even though I tried to join several times. They didn't link my reservations to the program even though I joined. Some pages didn't work in some browsers, which might have been why some things didn't work. They only told me I wasn't registered after I added a reservation to the program myself.

I told them all of this in emails and phone calls, but they just gave me the same answers over and over again. They said I needed to register my account and that I couldn't get rewards for reservations made before I registered. They ignored all the technical problems I told them about.

In Australia, it's not legal to blame the customer when the company makes a mistake. I told them this, but they still said I couldn't get my points because I made the reservation before I registered. They didn't take responsibility for their mistakes and didn't give me my points.

I only lost $30, but I'm still reporting them to the consumer protection authorities in Australia. I don't recommend using their website because if you need help with your reservations, they won't help you.

Hotels.com is a company that has received a lot of negative reviews lately. Although they have a score of 1.3 out of 5, it seems that most of their customers are not happy with their services. In fact, out of 600 reviews, 1-star ratings are the most common. This means that only 8% of their customers are satisfied with their services. This is a very low score, and it is surprising that the company is still in business.

Hotels.com is part of the Expedia Group, and it is unclear why the Board of Directors has not taken any action to address the negative reviews. Many people have stated that they will not use Hotels.com again, and this is a good thing. If the company were to cease trading, it would be a relief for many people who have been scammed and lied to.

One customer reported that they received an email stating that their booking had been cancelled, even though they had not cancelled it. When they called Hotels.com to ask for a refund, they were told that the hotel insisted on a voucher being issued. However, when they contacted the hotel, they were told that this was not true. The hotel manager even spoke to Expedia and told them to refund the money, as no money had been received from Hotels.com for the booking.

Despite this, Hotels.com refused to refund the money and insisted on issuing a voucher. The customer did not want a voucher and asked for proof that the hotel had requested one. However, Hotels.com was unable to provide this proof. The customer also asked to speak to a senior person, but no one was available to take their call.

As a Gold Member, the customer stated that they would never use Hotels.com again or any of their sister companies. They also urged others to do the same, as the company clearly does not care about its customers and is only interested in itself.

In conclusion, Hotels.com has received many negative reviews, and it is surprising that the company is still in business. Many people have reported being scammed and lied to, and the company does not seem to care about its customers. It is best to avoid using Hotels.com and its sister companies to avoid any further issues.

I gotta say, I'm not one to leave reviews, but my experience with Hotels.com was so bad that I gotta warn y'all before you waste your money. My folks were helping me move down to USC and we needed to stay a night in LA. I found the Lido Hotel on Hotels.com 'cause it was cheap and close to USC. But I knew we wouldn't get there before 11pm 'cause we were driving down from NorCal. So I started calling the hotel around noon on August 10th, the day before our booking, to see if we could check in late. But no one answered. I kept calling the next day as we were getting ready to leave, but still no answer.

We finally get to the Lido and there's no one at the front desk. We wait and it's already 2am. So I call up Hotels.com and tell this young dude what's going on. He says sorry and that we'll be moved to another hotel for free. He transfers me to a lady who I thought was from the relocation department, but she wasn't. She spent 20 minutes trying to figure out what was happening before transferring me to another lady named Alex. By this point, it's almost 3am and I'm getting pretty pissed. I ask Alex to relocate us immediately and she puts us on hold for half an hour. When she comes back, she says the hotel isn't answering. No duh, that's why we called Hotels.com! She says she'll talk to the relocation department and I'm fuming. I ask why these agents are calling the hotel when I've been trying to reach them for two days. She apologizes and puts us on hold again. After 15 minutes, she comes back and says we can't be relocated. What the hell?! I ask why and she says we're checking in too late. I already knew that and that's why I was trying to contact both the hotel and Hotels.com. These agents were no help at all and I wasn't surprised.

So I ask to speak to her supervisor, someone who can be a little more professional and help us out at 4am. We get transferred to Miles, the supervisor of the customer service agents, and explain our situation. I can't even describe how rude and unprofessional he was. Relocation wasn't possible, so we said we'd book another hotel and Hotels.com needed to reimburse us. But Miles said no, we weren't charged so there was no need to continue. I quickly checked my Wells Fargo statement while on the call and saw a pending transaction from the Lido Hotel. I told him he was wrong and he said no, we weren't charged. But Miles, I'm looking at my statement and there's a charge! I finally asked him if he knew anything about customer service. And you know what he did? He laughed at us and said bye before hanging up. It was almost 4:25am and we'd been on the phone with these people for over two hours for nothing. Not only did I have a charge from the Lido Hotel, but I also had to pay $150 for another hotel. This is just pathetic.

Please, please don't use Hotels.com. I'd love to talk to Miles' boss and see if they're just as bad or if they made a mistake hiring him. I've never had a bad experience with hotels, whether it's a 2-star or a 5-star, 'cause I usually book through Expedia. I'm never making the mistake of trusting Hotels.com again and I hope you don't either. Their customer service is just horrible and they won't last in this market.

The gentleman in the picture of the first email lying to me in the email saying I will not be refunded. Especially when I have an email saying I will be from the property. So what I get from that is he is not doing his job right and taking the proper steps. So I’m wondering how many other people he has lied to that their not getting a refund. Saturday June 17-2023