Hotels.com
Reviews and Complaints

04/12/2023 4:30 pm

I have been trying to speak with a customer service representative with the phone numbers that are provided on the web site. I was asked for the confirmation code but the automated system keeps telling me they can't a reservation under the confirmation code that I entered. The phone prompts me to choose option 2 to speak to a representative but I get disconnected because they can't find a reservation using the code that I entered. Please contact me.

I am writing to address the customer service I received last year from Hotels.com. This is a formal complaint.

I am absolutely disgusted by the lies that have quite obviously been told to me by your advisors on numerous occasions.

On the 18th November I cancelled a booking at the Hilton Hotel Itinerary number #[protected].

I was told at the time that the advisor had SPOKEN to the Hilton Hotel and I would not be charged even though it was a late cancellation.

On the 23rd November I spoke to another advisor as there was a transaction on my bank account of £95.00 for the Hilton Hotel. I was told by your advisor this was just a standard pending transaction and I would not be charged as they could see I was not due to be charged as someone has spoken to the hotel.

I then contacted Hotels.com again on the 11th December and received an email from you which said and I quote

“Your booking has been canceled in our system. Kindly can ignore part of an email message from us saying standard cancellation terms/condition apply. It is an automated email we cannot edit, but it does not apply because the property already agreed to waive the fee.“

However, this was not the case and I contacted you on several occasions after – each time being told you had CONTACTED HILTON.

16th December – Email from Hotels.com asking for my receipt from Hilton to help with the request.

23rd December – I sent an email to you again outlining the issue attaching a statement from my bank.

24th December – Now the emails from Hotels.com state I am going to be charged and I need to take this up with the Hilton – although up to this point ALL your advisors had said THEY had contacted the hotel and this would be refunded or not even taken.

11th January – Email from Hotels.com and I quote

“We have contacted DoubleTree by Hilton Glasgow Westerwood Spa & Golf Resort and approve to cancel your reservation, there should be no charges. To help us with your refund request, we'll just need a few things. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see.

Just reply to this email with:

A receipt from your credit card company that shows the total amount charged. You can attach a document or an image in JPEG, PNG, or PDF format.

The date you were charged.”

13th January – then I receive another email with the contrary

1. How can you say on NUMEROUS occasions you haver contacted the hotels and I will not be charged, I will be refunded and then say the total opposite

2. I SPOKE to the hotel and they have said NO ONE has ever contacted them directly and I was a no show which is why I was charged, it was never cancelled

I would like a full and through investigation of this case, I would like it answered why your advisors said it had been cancelled, I would not be charged and I would like to know who they spoke to at the hotel.

Kind Regards

Rachel

BOOKING ORDER: [protected]

The booking, dated Feb 26 - March 5th, 2023, was canceled due acute illness. I was flown home by SOS Int'l to Denmark on March 8th.

I checked with the hotel, and the Resident Manager Yunney, told me that had we booked with the hotel its self, directly, they would have returned our money. As the booking was made with Hotels.com, they could not. This is the perfect reason to NEVER use Hotels.com.

I canceled to enable the hotel to re-book the unit and the hotel acknowledged that they would rent out the room to 3rd parties - thus making money not only on my booking /through Hotels.com, but also on their own.

Upon returning home, I called Hotels.com and have spoken with various service agents of Hotels. com: Marlon s., Rhanz.H., and Nika. All reported that they were making service tickets regarding my request for a return of money and would send me confirmation of that 'service ticket'. None have done so. I have received nothing. Each reported that they needed to ask the hotel for the return of money - which the hotel has already told me they would do, but could not as that debit was booked with Hotels.com. I hope it is being reported to the hotel that this is an amount the Boracay Haven already acknowledged they would return, due the fact that it was acute illness.

I can evidence my illness with medical certification with St. Gabriel Medical Center on Boracay, and SOS Int'l who handled booking for home transport. Given that the Boracay Havens told me I would have received my money back had I booked directly, and NOT with Hotels.com, I hope Hotels.com will explain the above and secure repayment from the hotel - who has presumably made double income on the unit for the period of 26 Feb - March 5, that I booked.

Please confirm receipt of this claim, as I have received NOTHING from the 3 agents I spoke with, despite EACH claiming they would sent confirmation.

We used Hotels.com heavily - as Gold members - until they allowed a hotel to let us down badly.

The Meridian hotel - near the airport in Kathmandhu, Nepal - was uncontactable by phone (taken from the booking info) or email (taken from the hotel's website) or via the Hotels.com messaging service. Which was a problem when we were trying to arrange an airport pickup in a strange country!

After several unsuccessful contact attempts over the 24 hours before we arrived, I contacted Hotels.com chat and the support person also could not get through to Meridian by phone - this was at 8am the day we were due to arrive.

Since I didn't want to arrive in a strange country only to find the hotel had closed down, I asked the Hotels.com staffer to cancel the booking and I booked another hotel.

I only did this *after* the staffer led me to believe a refund decision would be internal, i.e. decided by a Hotels.com staffer after they tried once more to contact the hotel.

But subsequently, Hotels.com told me the Meridian to refuse to refund us - yes, by that point they found it still existed after all!

Hotels.com persisted with this customer-hostile attitude no matter how many times I pointed out how invidious this was - they took no responsibility for the hotel's failure and attitude, and none for misleading me about where the refund decision really lay as far as they were concerned. Nor would they escalate the issue no matter how often I requested that.

So, we'll never use Hotels.com for our travels again; they cannot be trusted.

I used Hotels.Com to take advantage of their free stay after ten. I collected the ten nights stay and I then went to a Hotel to make a reservation for one night. When It came to using the free night, it went really easy. About a week before I was going to stay at the LaQunita Inn Wyndan, Selma N.C., I had a medical issue that would require me to delay the stay by five days. I called the Hotel Direct to change the arrival date and I was told by the hotel manager that I had to do that directley with Hotels.Com. I called Hotels.Con, Chat, was the first way, left a message, and they called me back. The Hotel said that they only get paid when I show up and Hotels.Com had to say ok with the change. The person from Hotels.com said that he could not make the change and that the room is a NON REFUNDABLE room. What has that got to do with the FREE nigh? He said that if the Hotel won't make the change, he couldnt and that if I dont show up I loose the free night. I called the Hotel again and the Manager said again, she cant change the arrival date without a fee paid by Hotels.Com. It all comes down to,scaming me out of the FREE night. WOW.

I made a reservation for my stay in Milan, Italy about 8 months ago. All within my budget. 2 1/2 weeks before my flight I received this morning a "Change in plans" with my reservation. Did I cancel it? I replied NO. There is NO ONE to call so I used the chat box and nothing got resolved. I called the Hotel and the director said they get a sheet of paper from Expedia (Hotels.com parent owner) and saw my reservation and that it was canceled. The Hotel was to send me via email this report, but it has not arrived. Big surprise! I received my refund, but now I have to look for another hotel ASAP!

Needless to say this is the last I am going to use Hotels.com! Oh Hotels.com offered me $25.00 for my trouble. The reservation was over $1,500.00!

Be wary, be very wary!

Greetings Hotel.com Executives, Officers, Employees

Let’s begin with an extract from your Hotels.com website:

Free cancellation

Flexible bookings on most hotels*

________________________________________

• * Some hotels require you to cancel more than 24 hours before check-in. Details on site.

Yesterday I booked a hotel (Kenzi Europa) in Agadir, Morocco for a seven day stay [Itinerary number: [protected]]. However, after the booking was confirmed, I began the process of booking a flight. Unfortunately, there were no flights availed to me for travel on the days of my booking. I then found other dates that could accommodate my travel needs. Hence, I went to the Hotels.com site to change my reservation; only to discover from your online agent that I could not change or cancel the reservation I had made and that I would be fully charged for the entire seven days that I cannot stay at that hotel! I have been given 72 hour window of opportunity by your online agent to attempt to resolve this matter and change my dates at the hotel without any penalty. Regardless, I feel that I must express my summation in the following paragraph.

I have been a customer for many years with Hotels.com, and on almost all occasions I’ve diligently responded (always favorably) to the service surveys that are automatically generated sometime after I had completed my hotel stays. The reasons I have used and remained a customer has been associated with the ease and time-saving use of the online reservation process, the “rewards” program, and the “FACT” that “Free cancellation” was an established assurance offered by Hotels.com. Incidentally, if you check my record you will see that I have cancelled hotel stays in the past without any charges leveled…and there may be one or two where I had to pay for one night because I was cancelling/changing within 48 hours of my scheduled arrival. At any rate, the situation I encountered yesterday was a shock, a disappointment, and a covert scam which seems to be following in the footsteps of Bookings.com! I’m not too concerned about losing any money in this scam since my Visa card institution is customer oriented and does not want its customers/clients to have to pay for anything they do not receive. My only concern if this matter is not resolved to my satisfaction is that I will have to spend more time and effort making future hotel reservations directly with the hotels on lists generated by various chambers of commerce, tourist bureaus, city/county websites, and/or hotel corporate sites. What’s this corporate greed world coming to?

Regards,

Kenneth E. Green

I run a bed and breakfast in Aylesbury Bucks, U.K. I am receiving long term bookings from Hotels.Com France, made well in advance of required dates.They are always marked "hotel collect". I receive no further communications through the Expedia portal. The guest names and booking names are different and when it comes to the date they should arrive, they just don't turn up. These are always coming from Hotels.Com. France. This is highly suspicious and I would like to know what is going on? Helen Russo, Housefortyone.co.uk.

I am missing several stay credits with hotels.com. I have tried to reach out to them via virtual chat with zero help as the booking is in the past (1 week). Same with the phone support as the automated agent can only support active bookings. In the help section, it refers to sending an email to them, but there is no email address indicated.

This is the worst form of customer support I have ever experienced.

Made reservations through Hotels.com for a 2 night stay at a hotel in Seattle WA. for January 18/19 2023. Due to sudden illness we were unable to stay both nights and checked out early on the 19th. Hotel said no problem and we would not be charged for the second night. Noticed on my credit card statement that Hotels.com charged for both nights. I contacted them to ask about a refund. The agent advised me that he had initiated a request with the hotel to get us our refund. He indicated that it would take 72 hours to complete. Never heard back from them. Called the hotel and was told that they have not received any request from Hotels.com. Contacted Hotels.com again and they said without an itinerary number they cant do anything. I am unable to find the itinerary number since I regularly delete my emails. The agent said she looked under my email address for notation supposedly made by the original agent and there is nothing there. Extremely frustrating. If this is their idea of customer service, they have a long way to go! Will never use hotels.com anain.

I have tried on several occasions to contact hotels.com Directly. However... Their automated system Does not allow for actual human contact. After going through several prompts, it conveniently disconnects you. Hell of a way to run a business. I understand the headquarters corporate offices is in Dallas, Texas. A State noted for several fraud/scams.
I was trying to get confirmation, on an upcoming trip and reservations made for Japan in April 2023.

Hello - I had booked a hotel 9/21 in Munich Germany... The booking was for multiple nights at park ambassador hotel. Upon my arrival at the hotel my keys had been left on the counter with no employee around. I got up to my room and located the ceiling falling in, stains on the floor and bed, and mold in the bathroom. I contacted hotels.com within 10 minutes of my arrival, and they said they would cancel the booking (which wasn't done). I slept in a sleeping bag and left as soon as it was daylight. I booked a different hotel online with hotels.com. When I inquired about my refund I was told by hotels.com I would need to contact the hotel directly (which they refused to refund) and that they had no responsibility to cover my cost even though they managed the booking. I utilized the chat and phone call option multiple times to attempt to get refunded or credited only to be offered $100. This is not appropriate. I spent multiple hours trying to resolve this, and have hit a dead end.

Made Hotel reservation via Hotels.com website (Expedia?). Started by entering date and place. Selected hotel from those offered. Completed booking and payment. Arrived at hotel. No booking. Hotel found booking had been made for a different date in two weeks time. At no point had I searched on or have any thoughts of travelling on those dates.

Hotel said I would have to pay them the current walk-in price If I wanted to stay. Hotels.com said the booking was not adjustable or refundable as per the Hotels policy. Hotel said not their problem as I had booked with and paid Hotels.com Hotels.com were keen to check if I had taken screen shots of the booking ie could I prove they had swapped the dates. Who screen shots every page they look at on a website?

I had had eight stamps for a few months. I got an alert from AwardWallet that my stamps had dropped to six. I called Hotels.com customer service and they stated it must have never had been at eight. I took a screenshot of the AwardWallet alert.

Secondly, I had made a booking with them for three nights (Hotels.com itinerary # [protected]). I used a Hotels.com coupon that Hotels.com provided and suggested using. After the trip, I noticed that I never received my three stamps for the booking. I called Hotels.com customer service. They stated that because I used their coupon, I would not receive any stamps.

Upon checking in a hotel on Feb 3rd 2023 I'm told I am required to pay a 250 dollar deposit which I could not do so my 6yr old son and I are unable to contact any customer support thru hotels.com app or portals provided. The property would not help at all and refused to assist us contacting hotels dot com. I am a gold member 20 times over for years. I use this service several times every month for years and now I'm treated as if I am worth nothing and I'm highly upset. If hotels dot com doesn't contact me immediately, ill spend every waking moment making sure this is seen throughout the internet on every review I can find

Name: Ivan Appelqvist
Hotel: Romoli Hotel, Rome
Email: [protected]@blueyonder.co.uk
Itinerary No: [protected]

I feel I have been overcharged greatly for my room at the Romoli Hotel. I added an extra night to a booking that was bought me as a present, those 3 nights (3-6/Feb/23) cost ~£310. I booked the night before 2/Feb/23 and was charged £266 as a Secret Price. There’s no way this can be a ‘Secret Price’ The price should have been ~£100. I am very angry about this. Looking through the pricing, even though it is dynamic, it never goes to this level for this hotel at this time of year. I feel a mistake has been made. I understand that I agreed to the cost at the time of booking but I’m not sure if I’d noticed it was so expensive at the time I clicked ’Pay’! Your telephone operator did try to get the hotel to cancel my night and rebook at the lower price but they refused to do so. Sadly, I am really disappointed with this situation. I have used Hotels.com on many occasions and have had no reason to complain but this situation has changed that.

Thank you in advance for taking a look at my complaint
Sincerely yours
Ivan Appelqvist

Hotels.com

Hello, my name is Brian Stone, and I am contacting you today because I have an issue. I have a transaction on my company Amex card ending in 1005, that have come from Travel Reservation US, which is what it says when I book through Hotel.com. I have called and spoken to a few people, emailed with no response. Now I have been tring to find somewhere to send this because the [censored]ing site is a joke! At this point I need you to reverse the charge or provide a receipt.

The charge that we are looking for is a charge on 9/26/22 for $650.

Please let me know if you need any more info to help look for this charge.

Also, I have already contacted Amex and they are not able to cancel or dispute the charge. This is why I need either a receipt or the transaction returned to my account.

Thank you for your time helping me in this situation.

[protected]

[protected]@legends.net

I booked a hotel in October (6 months before a planned trip). I went in to check on my reservation and it was no longer there. My hotel reservation was canceled without my knowledge or permission. I was never noticed of the cancellation. The hotel is now sold out for the weekend of the trip and nearby hotel prices are insanely high. I attempted to contact customer service. He refused to help me. He kept asking me why i canceled the reservation to which i explained i didn’t cancel this reservation multiple times. I asked why i never even received a confirmation of cancel and he couldn’t answer that. Very frustrating and now my whole trip is essentially ruined (even though I’ve already spent money on the event tickets for that weekend- now with no place to stay)

Hi I was gold member of hotels.com rewards account number [protected] and I did discover that some one cancel my account by end of 2022. this account was very active in booking in last of couple rewards that was collected. With cancelation of account my rewards are disappear and new account doesn't have it. After multitype contact with customer service they can find reason why my account was canceled? by who/ and why my rewards are disappear. They ask me to show a proof that I have rewards instead check instead do internal investigation for reason of this problem. I spend multi hr. to talk who doesn't solve a problem and only says sorry. The volume of my rewards was almost 2000 dollars

Today 1/18 I was booking online for Hotel.com to get a reservation in South Bend Indiana. And submitting the reservation it bounced out and said I had no connection.. I repeated that action three times only later to learn that I actually had all three reservations! Now I’m seeking to find a way to cancel two of them because obviously I don’t need three reservations for tonight! No easy way to get through to them tried the one 800 number and got disconnected…. I will have to take it up with Attorney General’s office. In less somewhere I get a response from you here! Account under [protected]@hotmail.com Gold mbr