Hotels.com
Reviews and Complaints

Reference [protected]

Barnham Broom Oct 29th to Nov 1st, 3 nights

My booking was shown as £230 for three nights for either Pay Now or Pay at Hotel. I have attached a screen shot to confirm this. However, the hotel charged me £258.30. I challenged this and did a number of things.

First I had an online chat and the representative was not helpful and kept saying I could get a receipt from the hotel, which was irrelevant! Clearly she did not understand my query.

Then on the morning of departure, I queried it at reception with the assistant manager. Both she and I spoke with someone at hotels.com but a satisfactory resolution was not obtained. Your person brought the use of rewards into the matter. I was not redeeming any reward for this stay.

The hotel had no choice but to charge me the higher value of £258.30 which I am not at all happy with.

I require a refund of the difference of £28.30 and I look to you for that as a gesture of goodwill for the price quoted to me being exceeded at point of saie at the hotel.

I am minded, after being a long standing and loyal customer of hotels.com and after redeeming my existing rewards, never to use your services again. I’m sure you would wish me to stay with you, so your goodwill gesture here is key.

My last reservation with the Comfort Inn and suites in Hopskinville KY. for 9/17-9/20, 2022for William Herron were cancelled. He called the hotel on 9/16/2022 to cancel due to him having COVID. He was told that the cancelation was done by the front desk at the hotel. I also received an update on my Hotel.com account stating that due to him having COVID, I would only receive 1 star. However, the hotel charged Mr. Herron credit card for all 3 nights 3 weeks later. Mr. Herron called the hotel to make the cancellation. Now I know that I should have cancelled on my Hotel.com account. Mr. Herron did not spend one night at

Comfort Suites

Hotels.com itinerary: [protected]

Membership number: [protected]

Paid cash on a reservation and was also charged on my credit card My booking at the four points Sheraton South winds Memphis Tennessee I paid cash at checkout and my credit card was also charged and the lady at the desk says it was charged prior to me checking in even after checking pay at property.So I paid 306.19 At check out in cash and my credit card was charged for 306.19. Itineary #

[protected] dates of stay check in October 8th check out October 10th

Hi,

Converted my Tesco Voucher to Hotels.com/Tesco boost.

I received six vouchers for a value of €15 each and found I could

only use one voucher per booking.

I would request a refund of the following vouchers as it would take me

six holidays with a discount of €15 each to use these vouchers

I have always used Tesco Boost with Bord Gais and they took all vouchers.

Please contact me on :

[protected]@outlook.ie

Kind Regards

Dorothy

Good Morning,

I want to express my deep regret of booking with expedia.

I booked a room that was supplose to be payment on arrival, I was charged by hotel the next day.

as explained to hotel and expedia I had an medical emergency and my friend was in hospital so I needed to cancell the booking and get my money back for medical expenses.

On Satirday 22/10/22 I was called by someone from expedia. and she cancelled my booking explaining to me that she just spoke to the hotel and Moyra at the reception is authorising my refund and I should call hotel to find out as to when I will be getting this money (£130). When I rung the hotel I was made to feel like a liar, was told I am making it all up and that Moyra has no authorisation to approve my refund. I asked for email confirmation but I was assured I will receive it soon. I STILL DIDNT!

They are refusing to give me my money back as well as my room is now cancelled.

I expect my money back urgently as I was promissed as I urgently need it.

I ask you to look into this please as because the booking is now cancelled there is absolutely no way to get to anyone over the phone

My booking was confirmed on 14th September 2022 (confirmation number [protected]). On 20th September 2022 the booking was cancelled by the hotel because of flooding. They said that the refund would be made by you as soon as you had processed their cancellation request. I am still waiting for my refund to be credited to my credit card account over a month later.

Furthermore, the virtual agent simply doesn't work - even with my confirmation number, itinerary number and email address it could not find my booking, and there is no easy number to call on.

At this stage I simply feel that I could not use your company again.

Please contact me on [protected]@yahoo.co.uk

My name is Simon Linley.

Many thanks.

My name is Gustavo Andrade Marzolla and I made a reservation through Hotels.com to stay in a Hotel in Berlin from Nov 06-Nov 11. – Itinerary [protected]

During my booking it was clearly stated in the Hotels.com website that the room had a bathtub. (I have a screenshot to prove - attached)

However when I contacted the Hotel to confirm they said the type of room I booked do not have a bathtub.

I flagged the Issue to Hotels.com support on the chat and they leave me hanging without giving me a final answer. Waited for more than 30 minutes and nobody responded to me.

I booked and prepaid a hotel for 2 nights Phoenix through Hotels.com. The day before, my brother-in-law called about his kid having a contagious respiratory infection. I immediately went online to cancel. It said I was past the window of full refund and woudl have to pay $211. I contact customer support about this issue and spent an hour. They said that if I canceled then, I would lose my ability to get a refund and I should wait. I called again the next day and started the same thing over. They told me that my request was in. I asked if there was anythign to do as I did not want to lose the full amount of $$. In the end, I was denied a refund and was never reimbursed for the $482 that I prepaid for the hotel (The Eagle Inn). This is a shameful practice.

Good evening,

I book a room through yourselves at the Stukeley Hotel, Church Road Huntingdon.

I stayed there on Wednesday Evening at a cost of £89.01

Reservation Number [protected]

I had the displeasure in staying in room 5

the bathroom on this room was a health hazard.

I cannot believe you would advertise this accommodation through your organization, I would like a full refund, I will also be forwarding the photos I have taken on to the health authority.

Hotels.com sent me to the worst hotel or room I have ever seen.

Hideously tobacco stained and smelling of nicotine and open sewers.

The furniture was the most worn out I have ever seen.

The bed was little more than a dent filled with springs.

The toilet had deep black mould all over.

There was an open drain and a shower head at ground level which only had cold water coming out.

On arrival the receptionist said we had no booking, I showed him the confirmation, they put us in a triple single room. Assuring us we would have a double the next day.

My partner fled the hotel in tears which resulted in us being in separate hotels as the WiFi in the ersoy aga did not work.

There were people on the fire escape in the early hours and my room door handle was tried.

The lock was a flimsy knob unconnected with the actual lock.

I will be actively mounting a campaign on every social media platform I have, Facebook, twitter, Instagram, reddit. Should this not be resolved.

We are now in a hotel called mostar, 2 minutes walk from the hellhole that I'd ersoy aga. I left quietly and left the key on the bed as this seemed more like an organised crime centre than any hotel I have ever been in and I was scared for my safety as when I complained at the WiFi not working I was spoken to in turkish or Russian and whilst I may not have understood the words the gist of it was go away, aggressively.

I have upwards of 100mb of photographic evidence of the nightmare.

I've called and emailed hotels.com and Harbour Resort Properties, I booked a condo on 9/3, my stay was for 9/25-9/30. I did not know at the time a hurricane would be coming on my dates of stay. Their was a state of emergency issued 9/24 for State of Florida. I called Harbour Resort properties to cancel as if would of been unsafe me to stay at their property, they said they would make special exception because of the hurricane and refund. Then I received an email from them saying they didn't realize I booked through hotels.com and to cancel through them. I immediately called hotels.com on 9/24 I did not hear anything from hotels.com for a week so called again on 10/1. Apparently nothing had been done with my 1st call. An email said they will not refund me. This is unjust and unfair. It was a catastrophic hurricane It would of been deadly for me to stay at their property. I am demanding a refund. I paid through paypal.

-Nancie Ennis

I booked a hotel stay thru hotels.com; stay was 9/30/22 at the Quality Inn -7125 Miller Lane, Dayton, OH. This was the dirtiest hotel room we’d ever seen. Men’s used underwear with an inch of dust on them located in hotel closet. All surface areas were corroded with dust, food particles: Every door knob, light switches, thermostat, phone, lamps. Red blood or marker on comforter, yellow round spots on comforter like oil spills never laundered. I used half a container of Clorox wipes & nearly touched the surface. Since we were exhausted, I went to front desk next morning w/pictures & when I mentioned the blood on comforter, the response was, “well it’s not fresh.” After speaking w/other patrons, a female misrepresented herself as the manager during my request for a manager. She implied that because I booked my visit thru a 3rd party vendor, that’s why we had an unclean room. The amount of grime that engulfed every basic surface area was unacceptable to the point of seeming like aside from sticking towels & pulling the covers on a bed, it hadn’t been cleaned in months. I am disillusioned by this stay that wouldn’t have been acceptable for an animal let alone my family. The staff could have cared less about my photos or concerns of the deplorable conditions I’d expect in a third world country. Additionally I’m appalled by the response of overall laughter to the underwear in ironing board coat closet that clearly were there for months. I washed headboards, counters, even the photos I posted of surface areas were after I used at least 1 wipe…the phone was the first thing I cleaned & I wish I hadn’t b4 I took the photo. Worst stay ever…it my our first time trying a Quality Inn that was anything but quality. When I mentioned that their website prides itself on advising that they are up to Covid standard cleaning, the response I got from the one who impersonated her self as the manager was and I “Cove it is over. Maybe this area of Dayton simply doesn’t care about a customer response & that was reflected among all staff.

The private apartment in Cambridge, UK, was booked for 3 nights, 20/09/22-23/09/22, paid online.

But on the date of check in the property didn’t provide the key and despite non stop calls didn’t answer the phone. As advised by Hotels com helpful desk staff the refund was claimed by me, however by now the hotels com haven’t got the approval from the properly and reminding me of the non refundable rate. However, obviously it’s not my fault. If the property had confirmed the stay by providing the key to the apartment, I wouldn’t have claimed the refund. Why should I pay?!

I made a booking ref [protected] but the owner of the lodge I have booked advises me they are fully booked.

they have taken 50% of the fee and not refunded

Mark Beckett

Coventry hotel booking made cost £148, used Clubcard vouchers of £150, also got charged further £25 on my credit card, so I actually paid / got charged £175 for a room at £148. Not acceptable. I have put a complaint in and have been told it will take 72 hours for someone to get back to me. If no one gets back to me I will go across the internet and explain what u done and tell all future customers to stay away from hotels.com and you con people out of extra money over and above the stated room rates, even though they are more expensive then other websites but as I had Clubcard vouchers I decided to use you and make benefit of the voucher. Never again unless u resolve my complaint. I will give u 72 hours before I start going throughout the internet and explain what u done and tell all future customers to stay away from hotels.com and use other websites instead. One bad review can cause a lot of damage and it would be cheaper to just resolve my complaint and refund me the money back.

ATTENTION OF THE MANAGER.

Hello,

I refer to your response regarding a refund due to me. Please be advised that following our conversation, I was not asking if a refund was possible, I was asking that my money is refunded as soon as possible as you failed on your policy.

The statement on your site was for me to put details of my card as to reserve the room and I clearly chose the option to pay on the date of checking in. I even went on your site to change my checking date to a later but to my surprise and amazement, you had debited my card days before my check in date. All these were done via your site.

Your action greatly affected my finances and disrupted my travel arrangements with my family.

You said you contacted the manager of the said property and are unable to wave the cancellation. My bone of contention is why was my card debited against our agreement. I clearly stated that payment will be made on the date of checking in but you failed to honour your part of the agreement and instead went ahead to debit my card.

Be advised that there was no current rules and restrictions for my reservation that should be a barrier for you refunding back my money, it was you that had failed on your policy.

Following your e-mail, I followed my part of the agreement by supplying my debit card against the reservation with clear instructions to make payment upon arrival to the property, but you failed as you allowed my card debited prior to me arriving on the property. For these reasons, it is you that have failed, and I will do anything and even go as high as I can to get my refund.

I will suggest that you look into this again and refund my money taken from my account illegally. I will not be contacting the property directly anymore as I had spoken to them, and they referred me back to you because the initial reservation was made via your site.

I have informed friends and families to not trust and ignore what you write on your site. If this is not resolved, I will also be writing a review on your site and contacting your Managing Director amongst other things.

I await your urgent response.

Thanks

Michael BO Anifowosoe.

Reference confirmation number is [protected]

Booking confirmed at VOI Arenella Resort, Sicily from 12/09/22 to 17/09/22, in the name of Julianne Adamo

Having travelled through Europe and having booked a number of hotels through your web site (my wife Julianne has been a member for some 20yrs,

we arrived at about 5.30pm at VOI but was told that they did not have our booking. However, that morning we received an email from Hotels.com sent from VOI advising that we can check in on their APP. The duty manager was adamant that Hotels had not advised and subsequently no room was reserved, and they were fully booked. Naturally we were angry and after much argument requested that could they assist in seeking alternate accommodation or even use their wifi connection. We were asked to leave the premises as we were not clients. This has been a very distressing experience and I ask is Hotels at fault or VOI. What is further worse, were charged yesterday on the assumption we occupied the premises. We seek refund of the fees paid and compensation from either Hotels.com or VOI. Tony Adamo

Necesito se me realize un reembolso de una reservacion con numero de itinerario [protected] a nombre de georgi rafael cervantes fonseca la cual fue cobrada de la tarjeta de credito /¡(cuatro ultimos digitos 3779)en el hotel caribean palm village resort, al momento de llegar el señor georgi no aparecia ninguna reserva a su nombre.

Agradezco se reembolse el dinero lo mas pronto posible

Confirmation #:[protected]

Aug 26, 2022 - Aug 30, 2022

REFUND REQUEST:

I am going to request a refund for this reservation due to the Management abuse and very intolerable actions. We reserved a suite and after then were told that they did not allow dogs

I am going to request a refund for this reservation due to the Management abuse and very intolerable actions. We reserved a suite and after then were told that they did not allow dogs in the suites, they front desk person told us we could bypass that rule by claiming our dogs were Therapy dogs, we signed their dog policy (we are 81 yrs old) not very literate about rules for animals as we almost always travel in our motorhome, however my husband has had 2 heart attacks in 2 yrs, with open heart surgery. Our traveling with the pandemic and then the health issues were completely out. My granddaughter was getting married in Caldwell, Id and we wanted desperately to attend. We have 2 senior dogs and we decided to drive and take our pets with us. We stayed our first night in Winnemucca Inn, Winnemucca, NV with not problems in a pet friendly hotel and room.

We arrived in Caldwell and as above were allowed to occupy the suite (my husband’s health has affected his sleep pattern and the suite would have allowed him to rise without disturbing me) unfortunately there were maids, cleaning crew all over maybe (10 people) on the same floor we were to occupy and one of my dogs barked while we be out bringing the luggage in so, management kicked us out of the suite and told us the only room available was a double queen. I was so upset, crying and wanting to leave (having a major breakdown) my husband calmed me and we decided to take our dogs out... the door leading outside next to our room would not allow you to get back in and you would be required to walk ALL the way around the building enter the lobby and walk to our room at the end of the hallway. The manager was advised he tried to fix the lock, then call maintenance and by that time we decided we would ck out a try for other accommodations, the manager was very rude, unaccommodating and lacked any kind of customer service skills. He just wanted us to shut up get in the room and deal with the issue. I am still traumatized by this encounter as we have stayed at many Best Westerns and never had an issue as this. We did not stay one night at this Hotel and I want to be reimbursed at the very least for my pain and suffering in this issue. I have not even been able to think and deal with it until this day. Please help 2 senior citizens, with health issues and refund our monies paid. Oh, and as we were discussing this situation with the manager he stated if our pets were left in the room alone, he could have them taken from the room by the sheriff! Can see how heated and uncomfortable this became for us. I have never, ever had issues like this

Linda Wheeler [protected]

[protected]@yahoo.com

Sep 6, 11:55 AM

I had a booking from Sept 2-6th it was a horrible experience for my husband myself and two stepchildren. We got our room on the 2nd in the late evening. it had a horrible musty odor. It was not clean at all. Hair in the sinks and tub. We let that pass and morning went down to breakfast the one gentleman working the breakfast all alone was horrible to the guest very short and rude. We went back to our room and discover we had no Wi-Fi. I needed to work and was unable to. We had no tv and when we called down we were told basically two bad sorry we have nobody that can come check it out. How do you stay in such a small room with two children and no tv or ability to get your work done. We asked for clean towels and were told they had no way of bringing us towels and that we need to order towels the day before. I sent my husband all the way to the desk and demanded fresh towels. We then go to make the bed since they do not clean your room, but every 5 days and we found the most disgusting bed I have ever seen and could not believe they expect to have guest sleep on that. pictures will be added it was stained with period blood,

we asked for another room and were denied. this was obsured and more than anyone should have to tolerate, and this is not good guest services. I had to cut our time short with the children and leave for another hotel an additional cost not expected or welcomed. I would really appreciate an amicable resolution. I have been using hotels.com for years and never had this experience and never want it again. if this is the type of hotels you promote, I will have to look elsewhere from no one. I truly am horrified over this experience and really hope you will make it right for us. We lost a day with our children due to having to get work done that was supposed to be done while at the hotel and we had to use our reward night we earned and had plans for in the near future now we lost that too.