Hotels.com
Reviews and Complaints

I book a hotel on December 4 2022 for 5 nights in Wasaga beach. On January 15 2023. I received an email stating that my reservation has been cancelled. I contacted Hotels.com and explained the situation. They informed me that I had cancelled the reservation. I said that was in correct. I explained that the room was now now the price and this was very unprofessional to take my money then refund it to try and get down the rate per night. Hotels.com did not seem to have an issue with this deceptive practice. They even had the nerve to offer to re-book the hotel for me at the new rate that was $800 more than I had originally paid. Horrible customer service not interested in helping me and told me to seek legal consul if I wanted. I will never use their services again as there is no safe guards in place to prevent this sort of deceptive practice. I am now forced to pay more money for accommodations after having made the effort to book early to get a good price. What type of legitimate business allows its customers to be treated in this way without taking approximate action to fix the issue. At minimum they should ban the hotel from using there site. But the hotel are the ones whom pay Hotels.com a commission for using the site so I believe they have more loyalty to the hotels over the users who use their site to book reservations.

I would never use Hotels.com again, nor would I recommend them. They did not stand behind us when we booked through them over Christmas holiday 2022. We canceled our stay and were still charged. They blamed the hotel and took zero responsibility. Steer clear!

They even told me where to go to delete my account with them lol.

Very bad customer service!

The hotel claimed not to have received the reward night payment from hotels.com. It was new years eve and I spent an hour at the hotel reception dealing with this. An 'agent' assured me that if I paid cash I would get the reward night refunded. This was not the case! They didn't get back to me within 3-5 days as promised. They say they're unable to reach the property via email or phone...so refused. I've lost time, money and realised there is absolutely zero value or legitimacy in the reward night scheme. I'll be taking my business to booking.com for the remainder of my 6 MONTH trip.

As a Gold member with Hotels.com, I have made another accommodation, and most recent through Hotels.com website on 27 December 2022. The accommodation booked with Sky Suites KLCC was an apartment of 3 bedrooms, 2 bathrooms booking with duration from 30 December 2022 to 01 January 2023 in Kuala Lumpur, Malaysia. Partial payment Singapore dollar SGD$97.46 was charged to my credit card with booking reference [protected].

On 29 December 2022 at 11:47am, I made a call to Hotels.com to ask for check-in instruction and mode of payment. I was informed by the Hotels.com representative that I need to pay the property Ringgit RM$300 service fee per night (RM$600 service fee for 2 nights) on top of balance fee payable S$121.79. The service fee was only indicated on additional hotel fees from Hotels.com email confirmation. I was caught by surprise on the additional service fee and I have asked if there is possibility of cancelling the reservation with refund (without penalty). Hotels.com representative replied that she will check with property on this request but no avail. On the same day at 7.14pm, I made my second call with Hotels.com and I was informed that there is no response from the property. I decided to stay with the booking as the Hotels.com representative has assured me that Hotels.com will assist me with my booking and I can call back Hotels.com if I face with any issue. All my conversation with Hotels.com was recorded.

On 30 December 2022, I arrived Kuala Lumpur with my family. At 12:51 hours, the property (Sky Suites KLCC) representative message me through Hotels.com platform asking for full payment, including service fee (total RM$975) to be made to JP Morgan Chase Bank with account number [protected] before check-in instruction could be advised. As bank wire transfer have to be made through a local bank account, I have asked my brother who has business and bank account with CIMB in Malaysia, to help me with the transfer. After the transfer made, the property representative acknowledged with “noted”, there was no further check-in instruction was given.

My family and I have arrived shortly at Sky Suites KLCC site and stopped by the security. There was no check-in instruction. Immediately I called Hotels.com and I was told by your representative that there was no booking with Sky Suites KLCC. Only then I realised that this was a scammed. Sky Suites KLCC on Hotels.com was a scammed. Hotels.com representative put me through to your reservation allocation team for solution. A lady reservation representative whom I was talking to was unfriendly. She spent 49mins saying that she was searching for me a similar accommodation that I have made. Then she started to short change me with one guestroom in a hotel. When I questioned her, she put me on hold without respond. I have no choice but to end the call as she did answer me on the phone (keeping silent) for almost 10mins. We were stranded in Kuala Lumpur without any solution from Hotels.com.

At 7pm on 30 December 2022, we walked in to Cititel Mid Valley and managed to get the last room from the hotel and had a night stay. With full occupancy, Cititel Mid Valley managed to extend one more night for us as the hotel was kind to hear our misfortunate experience with Hotels.com.

On 31 December, I went to the nearest police station and file a police report on this scammed experience. I was advised to make another police report directly with Kuala Lumpur Headquarter for this matter.

I returned to Singapore on 1 January and I was told to make another police report in Singapore as this Hotes.com booking was made on 27 December in Singapore.

All calls with Hotel.com was recorded. This was the worst ever experience I had with Hotels.com. Never have I experience such scam incident and through Hotels.com. I demand a full compensation from Hotels.com as Hotels.com failed to provide the following

Allowed scam property to post their property on Hotels.com platform.

Failed to provide solution from 29 December to 30 December for my booking.

SGD$97.46 (Reservation number [protected])

RM $975 (bank wire transfer for full payment to Sky Suites KLCC)

Numerous recorded calls with Hotels.com representatives (local call and roaming calls + time wasted) (Append 5) Payment of roaming tbc by telco. (Singtel)

29 December 2022 at 11.47 hours, duration of call 43mins 27 seconds (Singapore time)

29 December 2022 at 19:14 hours, duration of call 51mins 7 seconds

30 December 2022 at 14:31 hours, duration of call 3mins 48 seconds

16:33 hours, duration of call 27mins 20 seconds

17:56 hours, duration of call 15mins 16 seconds

Incoming roaming call from Hotels.com

14:55 hours, duration of call 8mins 41 seconds

15:39 hours, duration of call 49mins

Accommodation from 30 Dec 2022 to 1 Jan 2023 on last minute walked in. Many accommodation on 30Dec were fully booked.

If I do not hear from Hotels.com with above by 5 January 2023 by 23:55hrs, I will make this matter known to media as the fastest source for resolution as Hotels.com has not provided me with any solution till now, 2 January 2023.

The place we booked via Hotels.com and prepaid for was CLOSED for business when we arrived. No one from the location or hotels.com called us to notify us of any issues. we found out when we arrived at 6pm to check in. We planned on dropping our stuff and meeting local relatives for dinner. Imagine my surprise to pull up to a CLOSED property with a note that all reservations had been transferred to another property. No explanation. We get to the other property, they do not have the type of accommodations I have already booked and paid for! They have no record of our payment. They transfer us to yet another property, they call to make sure they have the correct accommodations. We drive 8 miles the opposite way. Check into the Radisson, who again has no record of my payment and quotes me almost double the rate I booked at Beachcomber. She said they would work it out with their manager. I had no choice but to check in, we needed a place to stay.

Pool is gross, tiles missing, cracks everywhere. Hot tub is full of debris. There is no breakfast. This is not the vacation I planned. I called Hotels.com to inform them the hotel was closed and this is where we were sent. No apologies for not letting us know, didn't even let me know if they knew. I told them this was not at all up to par with what we booked, and they had no record of payment and it was more than we had booked for price wise. Hotels.com called the hotel, came back and told me they would honor the price I had booked. GREAT, but that price was for a nicer place, in a closer location to our family (why we were visiting), included breakfast and had an indoor waterfall pool. The Radisson did not include breakfast, we had to go buy food, which was not in our budget. They could not provide a receipt or even tell me if they accepted full payment, not even when I checked out.

I called Hotels.com initially to make sure they had record of what was going on. The CSR could not have cared less. I put in another complaint online and they guy just kept asking what my request was. MY request is for someone to CARE. Good lord!

I used Expedia to book one room for one night (14-15 December 2022) at the Sheraton Heathrow. The charge that appeared on my AmEx Optima bill from Expedia was for $390.03 (314.01 GBP). There was also a charge from the Sheraton Heathrow for $325.14 (265.96 GBP). This was a duplicate charge - I should have been charged only once, as I only booked one room for one night.

I don't know who was at fault here - I only know that it wasn't me.

I assume that the rate that Sheraton charged me was the rack rate, the highest rate a hotel charges to someone who walks in and books a room on the spot.

Hotels.com charged me 48.05 GBP more than that - same room, same night plus the hassle of a double charge. Please do something to make this right.

I have contacted the Sheraton Heathrow separately.

Contact me at [protected]@homail.com.

Make a reservation for December 17. 2022 at the Accent Inns Burnaby hotel with itinerary number [protected] and applying the charge to the TD Banck bank account in my name in the amount of $ 201.27. When I arrive at the hotel they tell me that there is no reservation and they charge me again the charge to my CitiBanamex bank account, so I request your support to apply the refund of my payment. My email is rmacibus @hotmail.com

Dear Sir/Madam

I attended my brother's funeral on 19 November 2022 in Birmingham ,UK and in the course of booking my hotel through your website, I inadvertently selected 19 December 2022 instead of 19 November 2022 , as a result I could not use that booking at Express by Holiday , Snow Hill for the intended stay of 19 November 2022. I have spoken to the host hotel and they have advised me to contact you for a possible resolution and refund.

Please consider the mitigating which resulted in the mis booking and contact me for a possible refund. Please kindly speak to me on [protected] or +[protected] or via email on robert.[protected]@aholiab.org prior to making any decision on the booking.

Looking forward to hearing from you.

Kind regards,

Robert Donkor

We booked and stayed (nonrefundable) one night 13 December at pet friendly Hilton2 Shreveport [protected]). When we checked out the next morning there were no additional charges. Today we see there was an additional $70 pet fee charge. At no point in our booking did hotels.com indicate that there would be an additional charge as we specifically booked into a pet friendly hotel. In your disclaimer for additional charges there is no listing that a pet fee would be an additional charge.

We would like a refund of $70 for this charge.

Respectfully,

Philip and Marsha Brandt

I do not remember my password for my account. When I click on forgot password, I am asked for my email associated with the account. Any email the hotels.com sends to the email never get to me (it don't not go into my junk folder). I'm not sure if it is because the word "spam" is part of the email address (it is a gmail address) but the same thing happened with my Delta airlines. Delta was able to change the email address on the account to another email that I use. When I call customer service at hotel.com, I am told that they cannot change the email associated with the account on their end and that I would have to go into my account to do so but the reason I called is I cannot get into my account. I asked to be transferred to either a supervisor or the IT department but was told they couldn't do that. I called them on Monday (12/12) and again on Tuesday (12/13) at 4 pm.

I booked an hotel in Japan - a temple stay based on the photos and description.

Your booking at Temple Hotel Takayama Zenkoji | [protected] [ ref:_00DC0PxQg._5008b2C6E2S:ref ]

On getting there I found not a single photo represented the advertised hotel. This was neither a working temple and if any of the building represented the photos these areas were all shut off. I was put in a room on a busy road that stunk of gasoline. I could not sleep and left after 1 night of a 2 night booking. I am asking for a refund but neither the hotel nor hotels.com have taken any action to resolve this.

I went to Paris on a trip for 3 nights on September 8th. I had a very bad experience with the hotel as they advised me they had not received the payment from Hotels.com and I needed to pay again. I had shown them receipt of payment on my bank so the hotel was happy to wait until check out to see if this had cleared. This was not the case and I had to pay against upon checking out. The stay overall was really bad as the room was dirty and we had beg bugs (Covered in bites from head to toe) on my partners birthday which was not ideal.

Hotels.com when contacting regarding the issue understanding of my issue, I accepted 200 euros as compensation to cover the holiday and I was happy with this as resolution to my complaint.

Since then I have tried to use my two code vouchers GWC7TUA5SE and GWC3JMNP5P when on my trip to London and had issues with booking the hotel.

I spoke with multiple members of your team on live chat - 3/4 different people. Each and every single one of them giving me different advice/information. I was advised to change the currency on the booking to pay with euros (There is no option for that) I was told there was also a drop down box to change the currency on my booking (Could not locate either) I was then told by someone else he can't do it as he is having issues and called me. I was then passed from team to team on hold each time, everyone I spoke to advising they couldn't help me and it was the previous team that would help. The last call I had I gave up as I had spent hours on the phone trying to resolve this with no resolution provided to me. I asked for new codes as these are clearly causing trouble and by the end she told me one code had then be USED! Yes by whoever at hotels.com was trying to help me. I can't believe after all this I still had nobody resolve my issue or even know what I was asking them to help me with. I cannot believe how incompetent your company is when the voucher was to say sorry for everything I had been through previously, yet I have only received more stress from this.

If this cannot be resolved within the next response or an email to advise this is being looked into as a matter or urgency I will be taking this to Trading Standards as this is not on and you cannot do this to people and get away with it.

On the 11th November I signed into my hotels.com account and booked a hotel in berlin when completing the booking I chose an email address to send confirmation. Booking complete I checked my portal, and it was updated. I then chose another hotel in Plauen and booked. However, I chose a different email address to send confirmation. However, this time when the booking was complete the 2nd booking appeared in my portal, but my 1st booking had disappeared. I immediately used the online portal to explain to support that my 1st booking that was previously tracked had disappeared and that woul have an impact on my reward points. All they did was keep sending me my booking confirmation, and then told me not to worry my portal would get updated. A week later nothing, so I called customer support. Explained and explained the position again. 3 times I was put on hold when they came back they told me I now had 2 accounts and one of my bookings was registered to the new account. I told them that this was a security issue as I have no details of a new account. No access to the account and the only thing I had done differently was specify where I wanted my booking confirmation. I asked that the newly formed account that I had not been created be closed down and my rewards points be placed back on my existing portal. They said they would do this. 1 week later I got an email to say that they could only move the point on the newly created account to the existing account if the email addresses were the same. I was astonished. I work in IT and you cannot create 2 accounts with Hotels.com with the same email address. The system doesn't allow for it. I asked that they provided the details on the head of customer services, and they have not responded in over a week. now I'm getting emails in regard to an account that I never created and do not have access to. If this account has my details this is a security risk and goes against GDPR. Yet Hotels.com have done nothing to mitigate the risk, which is absolutely appalling. I have been using Hotels.com for over 10 years, but after this it's time to move on and use a company that cares about its customers and their experiences

[protected] : Reference number for booking.

I booked this hotel for two nights on 28th and 29th November. On arriving at the hotel on the 28th I was informed that there was a power cut and my stay was not possible. I had to find alternative accommodation.

I spoke to Martin (the owner) of the Schooner Hotel and he has assured me that you (Hotel.com) will refund my payment of £140.

Thankyou

Booked a hotel for Dec16 -21st 2022. Added a car rental as part of the package. When the car rental receipt for a dollar car rental came through my email, I noticed that the time was for 10am pickup and I had selected 6pm - a little after my plane is to arrive. Contacted Hotels.com who informed me that they could not change the pickup time and that I would have to contact Dollar rental

Contacted dollar rental and they informed me that I would have to go through Hotels.com in order to change the pickup time (each pointing fingers at each other). Contacted Hotels.com again and this time they told me that they did not have the reservation for my car rental but that it was with a 3rd party called Cartrawlers.com and that I would have to contact them to make any changes. I explained that I received a confirmation from Hotels.com and not Cartrawlers but she could not help.

I cancelled the car... Guess through who?... Hotels.com. This industry makes travel a nightmare, and i've told myself not to use these organizations (hotel.com, etc). The amount of time I spent on the phone getting something this simple corrected could easily be spent scheduling my own flights/hotels/car by going through them directly. If I use hotels.com, I should be able to have all my concerns addressed through them and not spend 2hrs running around. Very disappointed, frustrating, and will not be using this service again.

Booked 1 double room at Colonnade Hotel in London on 1st November fir 1 night on Saturday 19th November for daughter and son in law. Paid £147.50

They dropped bags off around 2 pm. No one in reception with all guests paperwork laying on desk. Eventually got keys. Came back to hotel to find numerous small bugs 3-5mm size on carpet, bed covers, walls etc. Bath was filthy. Small droppings on edges of carpet.

Both decided they could not stay so went to reception to check out and ask for full refund as room was a health hazard. Guy (Max) at reception said he did not have authority to refund and to speak to manager or email on Monday. I rang Hotels.com immediately to raised complaint and request a refund. After some chat - I was rung and they spoke to Max who told them to speak on Monday.

I was advise this would happen.

I went onto chat midday Monday and then someone rang. They spoke to hotel who told them hotel said the computer system was down so would look at it later.

The case reference was [protected]. Some one would ring later

No one did, I chatted again and told email would be sent but had to wait 72 hours.

Chatted today and told no one had emailed and they would but I needed to wait 72 hours. I have no faith that anyone is trying to get a resolution for a full refund.

Itinery number [protected]

I have an issue with my account that does not involve a booking. I've been on their virtual chat as well as calling their 800 number and their local number, only to be given options for help with bookings. I'm trying to merge duplicate accounts and it's impossible to get anywhere.

I have rewards with two accounts, which is why I need to merge them. All I want to do is change them both to reflect one email address and one password.

It was suggested to me to make my complaint longer in order to get a response, but this is basically it. Today is November 21m 2022.

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

Merge duplicate accounts help

I booked accommodations at Jockey Club in Las Vegas and stayed three nights, October 3, 4, and 5. Confirmation number is [protected]. At the time of booking, the reservation offered double reward stamps, meaning I should have received 6 instead of the usual 3. I inquired about the 3 extra stamps about a week after the stay and was told by hotels.com that the extra stamps would appear in my account by mid November. I just used the chat function and chatted with Abdul, who found no indication of such an offer. A promise of double stamps was made, and I'd like it to be kept.

I am a gold member at Hotles.com and spend about two to three months a year in their hotels. I have contacted them via chat three times and phone twice in order to try to get an email to file this complaint. They tell me that there is no complaint process other than calling and they offered me a $75.00 coupon which I find an insult and unacceptable, when all I was asking for was an email or complaint form to file an official complaint.

I would like to mention a very important issue which I have explained to them several times. Due to my history, I have severe case of PTSD so I am constantly worried about mine and others safety and the threat of dying, getting attacked or injured.

I would also like to preface this by saying to this day I have never left a bad review at a hotel and did not on this one as I did not know there was a time window to do so. In other words, I am not a complainer. I have always read reviews and the hotels I book are close to what those reviews state.

On October 12th 2022 we checked into Casino & Hotel ADMIRAL Carnevale Škofije in Slovenia in midafternoon. I jumped in the shower and then my husband and I were laying on the bed. I was partially dressed and my husband was fully dressed.

Suddenly, my husband sat up and yelled at this man that had entered our room. He said “what the hell do you want.” The man had entered our room using his master key and without knocking. The man could not speak English and was arguing with us but we had no idea what he was saying or who he was. I did not see him as I covered up and was scared, I did not even attempt to look in his direction. After my husband and the man arguing a couple of sentences my husband stood up and on the opposite side of the bed as I was between them and did a pushing motion towards the door and told the man “Get the [censored] out of our room”. The man finally left.

My husband and I were both very scared and angry. I called down to the desk and explained what happened and the girl at the desk said she did not know who it was or why they would be in our room. She asked if we had locked the door and I explained yes, I always lock my door.

After we calmed down a bit my husband went down to the desk to file a complaint. The girl said that the man worked for their maintenance department and he told her he had used his key to get in. She could not however explain why he was there because we did not have an issue with the room or why he entered without knocking. She did however offer us a something free to drink. I am not sure how getting drunk would have made us feel safer? As we were only there one night we decided to stay because we were not sure if we would get another room that night so we blocked off the door and basically did not sleep.

I also filed a complaint with Hotles.com the same day via the chat and I was told they would take my complaint very seriously and get back to me with 6 to 8 days! I did not hear back from them. I than filed another four complaints asking for an email or form to fill out to file a formal complaint about this hotel as I felt this was safety issue. They tell me that there is not such process to file a complaint and they gave me a number to call. I called the number twice and asked to speak with a supervisor but even that request was refused as they say that there is no formal complaints department? They did however send me an email that I cannot respond to saying they would give me a onetime $75.00 coupon.

I have no idea what this man was doing in our room to this day as no one seems to know not even the hotel but I do know he entered our room without knocking and used his master key. Hotels.com thinks it is ok to let this go for $75.00 and more importantly without a formal complaint? What if he was there to steal something or if I was there by myself? Meanwhile Hotles.com is still sending guests here without warning! Hotles.com you need to do better!

I needed to request a refund for a nasty hotel that we refused to stay at but couldn't find an email to inform anyone. The virtual assistant kept saying my confirmation number wasn't found. I guess it's too late for refund now but if this is how it's going to be I will no longer use Hotels.com

It was for Red Roof Inn, 26300 Dequindre Rd, Warren, MI on October 1.

Pictures below of the nasty bed. I was wanting my money back but couldn't get ahold of anyone