Hotels.com has a program where you get one free night after booking 10 nights. First of all, this is misleading: you don’t get one free night. You get rewards points that you can redeem, so if the value of the one “free” night is more than what they decide is redeemable, you have to pay the difference. Second, when it comes down to redeeming your points, the hotel.com website won’t allow you to do it. As I was looking for a room, I narrowed my search by hotels that accept redeeming hotels.com rewards. When I found one, I tried to book the night going step by step, which are: 1- Find the hotel 2- Click on book 3- Click on redeem points to reduce your balance 4- Pay the balance. Options here are: you can pay immediately or at the hotel When I got to step 3 where I wanted to redeem my points, every time I clicked on “redeem rewards” the hotel room suddenly becomes unavailable, as in “sold out.” When I don’t click on “redeem rewards,” the room becomes available again. I tried this over and over just to be sure, and I got the same results. So hotels.com promises you the rewards, but when you try to redeem them, suddenly the room you want becomes unavailable. So eventually I booked the room without redeeming my points and I chose to pay at the hotel because I wanted to contact hotels.com about this issue first. I tried to chat with them online, no rep was available. I sent them an email, no response, so I called hotels.com and I got a rep by the name of Anthony on the line, who sounded like someone from India. Anyway, I explained the issue, and he looked at my reservation and here was his answer: “Ma’am, you were unable to redeem your points because you chose to pay at the hotel, not immediately through the hotles.com website.” I told him that this was bull because redeeming the point is one step before choosing where to pay, so there was not way for the site to know where and when I was intending to pay for the room when I chose to redeem my points. He kept repeating the same BS, and wouldn’t help to redeem my points. He was totally useless, which led me to believe that the whole hotels.com rewards program is just a SCAM. They lure you into booking through them, promising rewards, but when it comes to redeeming the points, you’ll never be able to. You will not be able to book a room when you chose to redeem your points because every time you attempt to redeem your points, suddenly the hotel you’re trying to book at becomes fully booked. They are LIARS!
Consumer Reviews and Complaints
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This complaint and/or review was posted on HolySmoke.org on 00:58 am, May 06, 2018 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/hotels-com-review/.
The reviews & complaints posted about Hotels.com was submitted by a member or guest on this website. Any and all opinions and information are published as is. HolySmoke.org does not edit or remove any aspect of the report and is simply a consumer grievance free-speech platform. As such, HolySmoke.org cannot be held liable for the complaints and reviews posted about Hotels.com as per Section 230 of the Communications Decency Act.
Hotel.com states clearly on web site that
Hotel.com states clearly on web site that you can enter a promo code to get 10% off the hotel room rare. When you try to use it, the company finds some reason why you cannot. I spent 30 minutes with customer service and got bad attitude from them and no solution. Clear that customer service didn’t give a darn and just wanted to wear me down. Never do business with them.
Hotels.com Reviews & Complaints
$278.43 charge for 3 rooms. Days inn 2/27/2020
Hotels.com Reviews & Complaints
?? Disconnect ?? ?? Disconnect Ma. Claris (Listening) Ma. Claris: Hi, my name is Ma. Claris. Ma. Claris: Hi, Carol. Ma. Claris: How can I help you with your complaints? Carol: Hi Ma. Claris: Hello! Carol: I just waited 1 hour to speak to an agent Carol: OK on Monday I made a reservation Carol: [protected] Ma. Claris: I am sorry for the long wait, Carol. Since I have you here I will do my best to help you. Carol: I’m a valuable customer Carol: I book through hotels .com every time Carol: So I received an email about my booking it said it was all booked gave me a conformation number and said I was all set and it was guaranteed and all paid for Carol: So I went to the hotel drove one hour away when ingot there I had got into a confutation with the person at front desk telling me my reservation was canceled Carol: I booked with hotels .com over 8/ times and I never had a problem like this before so when I try to show the front desk the email he it goes I see a unread email from hotels.com informing me that my booking was canceled Carol: I was furious and I didn’t understand why and they told me I was getting a refund I was surprised and this was the transaction processing team Carol: So I called customer service they told me they apologize for the inconvenience and all they can do is send an email to the transaction processing department informing my situation so they said please give them 60 minutes to 3 hours to get in contact with me asap Carol: So I waited and this all happened on the following Monday midnight Carol: So I called back when I didn’t receive any call and was still sitting at the hotels parking lot Carol: To cut to the chase I called hotels. Com customer service back within that same issue 17 times from 1 am to 6 am Carol: I just gave up and I was vary upset and what made me mad was that I spoke to 10 different Representatives and 5 different managers that within time and nobody could help me but tell me the same thing to wait 60 MINUTES Ma. Claris: I very sorry to hear about the inconvenience, Carol. Carol: THE FOLLOWING TUESDAY I RECEIVED A CALL FROM A TRANSACTION PROCESSINGTEAM AGENT FINALLY AT 11 AM Carol: So I waited 11 hours 5 hours spent sitting at the hotel outside and dealt with 15 unsatisfying unprofessional agents and managers that couldn’t do nothing at all or understand my situation nor could find a way to escalate my situation Carol: So the transaction processing agent Mark Appleton even was feeling bad for my situation after verifying my problem it was a mistake they had no reason to accept my payment and decline my payment and refund it back to me also I never even received a call for the urgent inconvenience that’s the main inconvenience Carol: Then he said he received 15 emails 2 from me personally and 13 from customer service reps and managers Carol: Concerning my situation and all 13 agents lied to me about 60 minutes to contact me asap to figure out my problem Ma. Claris: I am sorry to hear about the inconvenience you’ve encountered. Ma. Claris: Are we chatting about your reservation at Econo Inn? Carol: I waited 11/hours and so many inconvenience unprofessional confertations with reps Carol: Yes we are Ma. Claris: Thanks for verifying. Carol: Every call is recorded and monitored Ma. Claris: I see here that the reservation was confirmed cancelled and that the previous agent compensate you for 60 USD Hotels.com credit coupon for the inconvenience, and I see here on the notes that the 60 USD was doubled coupon since you applied $30 coupon on this cancelled reservation. Carol: They refunded my money back and I had a 30$ coupon and that wasn’t issued back so the agent from the transaction processing department told me he will do whatever to get in contact with customer service so he sent an email to them about my inconvenience Carol: Yes so they doubled my coupon and like you just stated they doubled it because they never refundedd it I didn’t ask for a double so he did it out of kindness recording to the manager Alex Ma. Claris: And I also see here that the issued $60 coupon was used and applied for booking at Baymont Inn and Suites Ormond Beach under [protected]. Ma. Claris: What I am seeing here is that we processed a refund for 18.85 USD on May 02, 2017. If it has not posted to your account yet, you may want to check with your bank, as they must still be processing it. Carol: Yes but I never received a call from customer service yet from the transaction processing department he said he can’t do any coupons or vouchers that’s why he sent an email out on there behalf of the problem Carol: Yes and that’s the inconvenient of the refund because there was no reason they should even cancelnit or refund it Carol: That card was under my name and I book from you guys all the time Carol: So my inconvenience and the waste of time driving and getting in a confutation with the hotel front desk when I was there and speaking to 15 different agents and managers about one matter and the transaction processing team took 11 hours to help me to unlock my account meaning I couldn’t book another reservation or anything Ma. Claris: I understand your frustration about this, Carol. Carol: So what I’m asking and that’s coming from a loyal customer and I hope u understand my part . of all of this inconvenience and upsetting situation on my behalf I would like if you can consult with your manager for every call is recorded and monitored also emails and chat support about my situation because of the cancelation was a mistake and all the Representatives I had to contact and repeat my situation numerous times Carol: I never dealt with this before though out all the times I hadbbeen booking though thid Ma. Claris: Did the previous representative told you about the reason why your reservation was cancelled, Carol? Carol: If my reservation was never been canceled I wouldn’t have to go thought all this inconvenience Ma. Claris: I understand, Carol. Ma. Claris: I see that those information were noted under this reservation. Carol: Yes he said that he wanted to verify my card he said I had booked with a few cards and the cards was “visa vanilla gift cards” and the card I had got a refund on now is under my name debit master card he even sent me an email apologizeing for the mistake Carol: Evey call is recorded and monitored so I don’t have to lie or make anything up for compensation Ma. Claris: If you received an email from our Transaction Processing Team that they will response to this issue, rest assured that this case will be taken care of and that they will give you an update with a resolution about your complaint. Carol: On my behalf I feel like i t was the most inconvenience and more upsetting situation I ever been through Ma. Claris: As of now, I don’t have capability of providing any credits or changes as the previous representatives already issued the refund and for the credit coupons, Carol. Carol: OK thank you Ma. Claris but in this case can you please consult with your manager please I would like another coupon and that’s coupon credit was from the non refunded coupon for the mistake Carol: That’s what I’m contacting about and I would really appreciate it if you can not this whole entire conversation in my notes please and for my inconvenience I would appreciate for another long hold and the late refund on my card for another coupon credit and from me being a loyal customer that’s what I’m asking for a courtesy from hotels.com for the mistake inconvenience and all the calls and contacts I had to make for a mistake from your team Carol: I would really appreciate it if you can consult with your manager for me please or whom this may matter to for a higher department of my situation and this is an issue of a high complaint Ma. Claris: Just to be clear, you are requesting for another credit coupon to compensate you for this, Carol? Carol: Yes I would appreciate it ma.claris if you can consult with you manager for my major inconvenience Ma. Claris: Let me check any possible resolution for this, Carol. Carol: The 60 coupon was for the late 30 coupon for not being refunded Carol: Also I would like a coupon to cover my next booking . the one I used I still had to come out to pay the difference Ma. Claris: One moment as I’m checking on to this. Ma. Claris: I am sorry but I am unable to provide any compensation for any bookings outside of this issue that we discussing right now, Carol. Carol: What do you mean Carol: I would like if you can consult with your manager about this i want a compensation of a coupon voucher to pay for a one full night basically a free night at any hotel Carol: This all together with everything being recorded I deserve a compensation ma.claris Carol: Please Carol: Can you Ma.claris understanding my situation and from not being my fault and it was vary inconvenience and a terrible frusterating situation if you was in my position Ma. Claris: Thanks for patiently waiting, Carol. Since the issue has been transferred and handled by our special team, we are unable to provide any further action for this case. You may wish to use the contact number on the email from the transaction processing team to follow up this case. Carol: OK but they can’t do any compensation that’s why o was being forward to you guys and the email been sent the last compensation is for the late refund on my last voucher but I’m not asking for any compensation for another booking outside of this one Carol: I’m asking you to consult with your manager to voucher me a coupon credit for this matter issue for all the inconvenience coming from customer service from hotel.com behalf Ma. Claris: I understand, Carol however I am unable to make any changes or credits due to this case as the other Team is already working on with this issue. Carol: The transaction processing department is dealing with something els for them to cancel my reservation mistake Ma. Claris: And since it was being handled by the transaction processing Team, we are unable to make any further action and that you can only follow up this issue with the number provided on the email since this issue has been escalated to them already. Ma. Claris: At this time, there is no other alternative. Carol: That’s there issue with Mr like you said in waiting on but myncomplaint and inconvenience is for customer service of numerous calls and unprofessional Carol: So there issue is dealing with Me and my behalf of contacting and speaking to you about is about a voucher for this complaint Carol: I hope your not misunderstanding my situation ma.claris I need your help since im asking you to consult with your manager because I kmoe an agent can’t do that much compared to them and I understand that part because I already spoke to another agent informing me about something I already know about Ma. Claris: I can see in your account you have received coupons in the past, however, not every situation qualifies for one. I can understand how that would be confusing and frustrating for you. However, at this time there is nothing additional that can be done, Carol. Carol: Because that’s from unprofessional agents Ma. Claris: As a gesture of good faith we have gone above the normal process to try and accommodate your request; however we cannot issue another coupon or credits because of our special team is already handling this issue for you. Carol: Every call is recorded and monitored so I shouldn’t contact hotels. Com for any problems if they did they job so that’s issued for a proper reason and you should know that Carol: The special team has nothing to do with what I’m contacting about today Carol: Nobody can issue coupon unless its from a managers acceptance for a proper reason Carol: And for asnmany times I had to contact in and complain about a situation that shouldn’t even been caused aslo I’m a valuable customer Ma. Claris: I understand that you are requesting another compensation but realistically this is what we can offer. A different person would only be able to provide you with the same information and/or offers. Ma. Claris: And since you have the email from our Team about this issue, you may reply on that or use the number provided on that email to ask for any clarifications and assistance about this reservation. Carol: But that’s matter is for the transaction processing department issue so that’s a different situation that has nothing to do with what I’m chatting with you today ms.claris Carol: OK I understand you told Me that 3 different times I already did but what I’m contacting and talking to you about is a ridden concern Ma. Claris: I understand your frustration and I apologize that I’m not able to resolve this issue to your satisfaction, as other Team is already handling this case, I am unable provide any credits or changes on this booking. Carol: And have you yet spoke to your manager ? Carol: OK I don’t want any changes or do anything to any booking that’s already been canceled for no reason Ma. Claris: I understand that you would like to speak with someone else, however, they will have the same tools and same information as I have regarding your reservation. Any person assisting you would only be able to do the same things that I am doing for you. Carol: OK understanding but I been ask you to consult wig your manager for me about this matter Carol: Your bring in my history and from being s loyal customer why do I have to get in the need to argue with any agents about something not being my mistake and we been chatting about over an hour Ma. Claris: I regret that you are not satisfied with the answer that I have provided. I have explained that your case were handled by different department are the reasons why I gave you this answer. Speaking to another person or department will not change the outcome in this case. Carol: I just wanr to be a happy customer and I feel like I shouldnt be calling in or complaining nor doing feedbacks on a company that I go though Carol: I’m not asking to speak to anybody I’m ask long you like I have been for 40 minutes to consult with your manager about my situation Ma. Claris: I understand but if you wanted to make any clarifications and assistance or follow up about this case, the only way is to contact the number provided on the email or reply on the email. Carol: This is beyond fusterating now and Carol: Yes that would be your guys Carol: Customer service like the manager told me Carol: You guys are the only one can do it Ma. Claris: I am sorry, Carol. As of now, there is nothing additional that can be done. Carol: So is there a way you can forward this chat to a manger please Carol: As I’m recording this whole matter Carol: Coming from a unsatisfied customer Ma. Claris: I can only put some notes about what we have discussed but I am unable to provide any transcript of this chat to someone, Carol. Carol: I would appreciate it if you can transfer me to a manager please Carol: I got this transcript saved Ma. Claris: I’m sorry but I don’t have capability to transfer this chat to someone, Carol Carol: Can you transfer me please and I know your lieing because I chatted before Carol: Wow this is uneceptable Carol: This is beyond disappointing Carol: I would like to speak to a manger please Carol: Just like an agent like you the last agent did it with no hesitation to forward me to a manger that’s ridiculous Ma. Claris: You may call the number on the email to seek assistance, Carol, as I don’t have any means to transfer this chat to someone or to a Manager. Ma. Claris: I can also put notes on this reservation for future reference. Carol: OK I will call and put a complaints on his poor customer service like I did with every unprofessional and unwilling to help agents thats so upsetting Ma. Claris: I understand your frustration and I apologize that I’m not able to resolve this issue to your satisfaction. Carol: I recorded this transcript also I know hotels.com has it also for security purposes Ma. Claris: And I understand that you do not agree with the information that I have stated, but I have provided all information and options available for your situation. Carol: And that’s coming from a polite customer that’s frustrated but still have the patience to deal with unsatisfying agents like you Carol: Have a great day Ma. Claris: I understand. Is there anything else I can help you with today? Carol: Disappointing Ma. Claris: I’m sorry that I couldn’t help you. Please click on the X at the top of this dialogue box to close the chat.
Hotels.com Reviews & Complaints
[protected] City center inn & suites 240 7th ave San Francisco Room 130 I want to say I called and asked to get a refrigerator put in the room they told me they do not have any and don”t offer that which In their description it says you can get one now, no refrigerator I don”t know why they won”t give us one which I find so wrong to have it in the key facts and tell me no I will never stay here again I booked it because you could get a refrigerator put in s room . This is misleading and dishonest of them
Hotels.com Reviews & Complaints
[protected] See attached email confirmation of above booking with private bathroom. The room I was allocated was a shared bathroom hostel accomodation. I left the accomodation after 5 mins and returned my key advising reception why i was not staying but as ai did not book direct with the hotel I have to deal with hotels.com for refund. I have made several requests to hotels.com for refund and still nothing.
Hotels.com Reviews & Complaints
1. My Son Steven Greer purchased a room (8133476626376) for a room on April 6th and 7th to the Clarion Inn and Suites – 186 Northside Drive Atlanta – The hotel does not open until the 19th 2. He called and was not given a choice of hotels to book from and was charged $150 to change his reservation to the Fairfield Inn and Suites. After I complained hotels.com gave him a voucher/credit – which is all they said they could do. We could not escalate this issue further. I was given an address and that was all they could do. 3. I expect not only a refund of the $150, but the entire amount. Why in the world would we use hotels.com after this event – credit or no credit. You don”t stand behind your services. 4. I can”t emphasize enough that this is fraud to sell a room that doesn”t exist. I do not know how hotels.com or Clarion can do this. I am seeking legal advice, not just for myself, but for others who may have experienced this. I know there was at least one person my son observed trying to get into the hotel that is not open.
Hotels.com Reviews & Complaints
2 days ago, I called the toll free number for hotels.com to speak with a customer service agent “Jessica” after leaving a hotel I reserved for 5 nights in the Los Angels, CA area. I checked out due to the on-site hotel having construction and due to the noise I couldn’t sleep. I went on 2 nights with only 8 hours of sleep. Horrible experience and reserved another hotel for 2 more days. Once I arrived to that new hotel, I found out they too had onsite construction and called to cancel my reservation and requested a refund. The agent then refused to book me on another hotel then once I spoke to her manager they confirmed they will refund me the money with no additional charges. I said, “good bye” and hung up the phone, 2 days later I haven’t received any email confirmation and call just now to find out why and confirm that the refund was still active, I ended up talking to the same horrible agent (now with a crummy attitude) and she said they we’re un able to complete the refund due to me hanging up. I explained to her in the English language once a customer calls for a complaint and they confirm the problem is done and the customer says “goodbye”, it means the call is done. She then continued to insist I hung up with no notice and explained again, “I said Goodbye” which meant we were done with the call. Its been two days now, with 6 confirmations saying they will refund my money which I just now received a email conformation that they are processing my refund. This call center has people that are hard to understand, Can’t make out what they area saying due to a broken language and they come with horrible attitudes like teenage kids who chuckle at you, interrupt and say, “yeah, go ahead and make the complaint, do what you want”. Horrible service, do not call these guys if youre upset because you will get nowhere with them, even after they confirm a refund on the phone over 5 times and you hang up saying goodbye. The staff there should not have a job in customer service
Hotels.com Reviews & Complaints
5/12/2019 2:08am My phone # [protected] Tried booking a room with price match policy on agoda.com, spoke with norel, jack, andrew in sales each time the line got disconnected before transaction was complete, none call me back to follow up in reservation completion. I called back telling their staff on prey experience jude was rude & said they can not price match hung up on me. I call back talked to dee & raffi, raffi put me on silence because she think my frustration bothered her, she won’t talk to me or help me or transfer the call to another’s to help. I start making the call at 11:47pm until 2am on 5/12/2019. Over 2 hours of madness, why hotels.com hire unprofessional & untrained people & drive business away? My excitement of booking a vacation became anger, totally ruins the intent of giving hotels.com business.
Hotels.com Reviews & Complaints
7/18/17 I booked online, ALOFT Hotel, Franklin, TN on 7/18/17, choosing this hotel because your company stated that payment would not be taken until time of check in. The entire amount of the charge was debited from my checking account almost immediately. Upon seeing this I contacted Hotels.com to discuss, after being on hold and transferred several times, I was told this was not Hotels.com fault and to call the hotel. I called the hotel and they said it was not there problem and their policy was to charge at time of booking. I then called Hotels.com (again) and was on hold for at least 20 minutes before speaking with a supervisor, who told me to cancel my reservation and re-book, that was the only way to get my refund. I did so and she offered me a $30 Hotels.com voucher. I re-booked at a different hotel and used the voucher. I assumed that I would have a refund within days. Today is 7/28/17 and still no refund. I have spoke with Hotels.com again and the hotel. Neither is claiming responsibility. Due to this charge hitting my bank account, I have been charged bank fees of $96. Which neither ALOFT or Hotels.com want to reimburse. As of current the $162.00 charge has not been credited. I have spoke with a manager with ALOFT Hotel in Franklin, TN on 7/27 and he has guaranteed the refund within 24 hours. I just spoke with my bank and it has NOT been credited. This has been a huge inconvenience, not to mention the additional charges and at 6 lengthy phone calls and a in office visit to my bank. I have canceled the last booking I had with Hotels.com, losing my $30 voucher, so out of all of this mess I have received ZERO compensation. I have email verification of all transactions, especially the email stating clearly that “payment to be made at time of booking” . I have received the worst customer service and will never use Hotels.com, plus I will make sure that anybody I know never does. I am seeking compensation up to $100 for my trouble and to cover my bank fees. Preferably cash, due to the fact I am now $100 short in my checking account for this month. That might not be much to some people but to me that is a lot. This experience has been the awful. Disappointed and angered, Amy Smith
Hotels.com Reviews & Complaints
717 La Homa Drive Napa, CA 94558 August 7, 2018 To All It May Concern: The purpose of this letter is to describe the circumstances of the evening of August 4, 2018 which led to my decision to decline the lodging I had reserved at the Economy Inn of Watsonville, CA, 95076. By way of background, I am a retired Naval Officer, Defense Department contractor and a 90% Disabled American Veteran. I am also a veteran of two combat tours in the Vietnam War, and a Senior Citizen (age70). My wife is protected by the Americans With Disabilities Act (ADA) due to Low Vision; is in fact blind in one eye and suffering the effects of Stargardt”s Disease in the other. My mother-in-law who was with my wife and me speaks no English and always needs my wife to interpret for her. When we arrived at the Economy Inn Watsonville at approximately 9:30 P.M. the evening of the 4th, I first noted that the access street leading up to the Inn was almost completely dark, but the Inn was visible, so I proceeded onto the property. I was taken back by the scene in the Inn parking lot; my first impression was that some sort of event was in progress. People were standing, walking and running about from the walkway along the sidewalk access to the rooms to the western edge of the property. I chose to drive past the office, through the parking lot to assess what was going on. I estimate that there were about 30 people present, mostly gathered in groups of various sizes and I observed many drinking beer, talking loudly, and I noted the smell of (now completely legal) marijuana. A 25 – 30-foot motor home was parked in a room parking space, obstructing approximately half of the parking lot”s width. As I made my way slowly to the north end of the parking lot driving my full-size white 4-door sedan, two young adult men glanced in our direction and turned and ran at full speed out of the parking lot into the darkness. I noted no security personnel present on the property and when I passed the Inn reception office, I saw no one present there. The accommodation room doors open directly onto the parking lot, the only exterior lights for the area (at least the only ones lighted) were low-brightness amber in color, and provided very limited visibility at any distance beyond the immediate door area. With these impressions noted, I made my decision that it would be unsafe for my family and me to spend the night at the Inn. I informed the desk attendant on duty of my safety concerns and that I did not want to place my family at risk by staying there. She offered to call the police. Concerned for the probability of my being connected with police arriving at the property, I declined the offer of police intervention and asked the attendant to cancel my reservation without penalty. She indicated that was not possible because of the hour. I told her that I would file a formal complaint of the situation to appropriate agencies and she excused herself and went into an adjoining room for guidance. When she returned, she reiterated that the reservation would not be cancelled and that I would be charged for the 2 rooms I had reserved. As I made my way back to my car, 8 young men and women ran onto the property laughing and talking loudly, climbed into two parked cars and sped out of the parking lot. I left the property, and drove to a relative”s home in another city, where we spent the night sleeping in makeshift arrangements. I notified Motels.com, through whom I made the reservations, and contested the $381.20 charges made to my debit card for these rooms. My position is that I was offered an accommodation that did not provide a safe environment for my family and me; physical and language limitations notwithstanding. Yours truly, William J. Harris, LCDR, USN (Ret.)
Hotels.com Reviews & Complaints
7Dec. 2016 when we checked in with 40 guests for family function. The hotel was booked 1 month ago with Clear terms and conditions with Manager Amit Sharma.Below average services were given during stay. On 10 dec., on checkout the owner of the hotel came suddenly with his son MUKUL sharma and demanded over prices. wen we refused he satarted shouting n abusing in front of our guests.We were scared n feeling too insulted and we paid Rs. 22000 extra than the written decided amount. THe manager changed all the statements and said I AM just an employee here. Just for the sake of our dignity we paid extra charges and got limitless insulted also.It was a new city. We couldnt do anything. Now we want justice. Pls go ahead.
Hotels.com Reviews & Complaints
A recent stay at the Holiday Inn Express in Kennesaw, Ga. provided a bed for my wife and I, but lacked the full comforts of home. It started with the keys not working and then being without television service for a full day. We arrived from Michigan and really wanted to eat and unwind with some sports and normal television shows. This incident occurred on 11/24/2017 and we would like a partial refund. The number at the Hotel is [protected]
Hotels.com Reviews & Complaints
A situation occurred when checking in with my boyfriend being over charged on his credit card. The balance on the room was $237.00 and the resort charged him $389.00 plus $400.00. They continued to swipe his card so much that the bank blocked his card and they had an $800 hold on his funds from the resort. As he continued to ask why were they were charging him so much the front desk clerk told him that they didn”t. He called his bank and they let him know his many times they swiped his card (which was like 6 times) and they blocked the card for security purposes. The front desk manager was called out and she became very rude and attempted to embarrass him even though they were in the wrong. I ended up using my credit card so that we were able to check in. They put a $400 hold on my card which was suppose to be for $100 per night for incidentals and the remaining balance of the resort which still didn”t calculate out correctly. My boyfriend called corporate and they told him that he was over charged and that they will send notification to the front desk. Upon checking out, I reviewed the receipt and it stated that his card will be charged $237 which was correct. In return I asked about the $400 hold on my credit card and I was told that they will not be charging my card and the funds will be released. I checked my card and I was chargef for the $237.00 for the room and $800 is still on hold in my boyfriends bank account. Very frustrating and unprofessional on their behalf.
Hotels.com Reviews & Complaints
Absolutely ridiculous! I have booked through hotels for years and today they sent me to a hotel that IS NOT OPEN to the public due to hurricane damage and they want me to pay the difference for a last minute hotel on the beach!! Their notes confirm that I called multiple times previously to be sure that this hotel was open, and they told me to be here! I have spent hours on the phone with them after traveling since 6am and keep getting disconnected. Guess what, they never call me back! I’m so frustrated that their relocation department somehow refuses to book me something new when they clearly messed up! I can’t believe this right now. Currently stranded and nobody cares to remedy this situation it’s just circles for hours!
Hotels.com Reviews & Complaints
After a 1-night booking for two rooms in Iceland, only one night came through on my Rewards account with Hotels.com. It took well over a week to sort out after a dozen emails from me! I received useless answers from a different person every single time! They kept repeating the same useless information and really gave me NO customer service at all! If only ONE person had taken charge of the case, it would have been done well, I’m sure, but their system of having lots of different people tarting over every time makes no sense! It caused me GREAT frustration, which I have never had with Booking.com. I shall think twice before using their site in future. Booking.com is much more efficient!
Hotels.com Reviews & Complaints
After dealing with a charge for a hotel in Hong Kong that your agent investigated and told me she would correct it, the charge re-appeared on our AMEX bill along with a $123.84 interest charge. Your agent agreed that the charge was bogus, entered by someone who managed to get my card number, and that this was not the first time that this hotel was involved. She promised that she would cancel it immediately. It is extremely disappointing to discover that that did not happen and that we are furthermore being charged interest. She agreed, that based on my other charges, there was no way that I could have even been in Hong Kong at that time (in fact, I’ve never been there). What do you want to do about this, and about the interest charge? I’m not happy that I’m needing to deal with this twice.
Hotels.com Reviews & Complaints
April 20 2017 My cell phone [protected] (Dubai number) I made a booking online for my wife and I (2 people) but the booking only made it for one person. Secondly the offer stated pick up at your hotel however the confirmation email did not provide any information on how to schedule your pick up or where to meet for the tour. I called the called center long distance from Phuket to U.S. because that is the only way to cancel booking for an activity (no option online) and had to bare the cost for a 25 min international call to the U.S. from Thailand !! Reservation dates Apr 23, 2017 – Apr 23, 2017 Itinerary # [protected] Supplier reference # [protected] Reserved for Jorge Monterrosa 0 vouchers: 0 travelers Price summary Base Price: $104.83 Taxes: included Total: $104.83 My email is [protected]@msn.com
Hotels.com Reviews & Complaints
As a business traveler, I use Hotels.com frequently. I had trip scheduled for May 1-3, 2017 in Pa. When i tried to book a trip for one night for a family member who came to town on May 15, Hotels.com screwed up and booked it for the week im already booked for. Hotels.com and the Hotel refused to cancel this error reservation. I have spoken to them many time and even though the trip is booked for 3 weeks ahead, they refuse to cancel this. I have cancelled all my trips through hotels.com and need help getting my money back that they charged. The Sleep Inn in Ashland Va is the hotel that was booked in error and they are refusing to refund the money too. This is totally unacceptable and theft
Hotels.com Reviews & Complaints
As a customer, I was stolen from (Over charged) and then lied to by hotels.com.in a nutshell: I was overcharged for a hotel stay, promised a refund to match priceline.com”s quote, never issued the refund, told there was no record of the refund, misquoted for accepting a $40 voucher “instead of the refund,” and then hotels.com refused to listen to the recording of a phone conversation when I was promised the refund. Horrific customer service by hotels.com! Terrible! In traveling across wyoming, I searched hotel rates online. On the website, hotels.com was charging about $82/night and priceline charged about $77/night. Since hotels.com claims a “best price guarantee,” it was confirmed over the phone that priceline.com had a cheaper price on the exact same hotel. I was told on the phone by “candy” that I would be charged $97.68 but would receive a refund of $19.93 in the next 3-4 working days to match the price of priceline.com. Days passed, and I never saw a refund. I called hotels.com customer service who claimed there was no record of my refund in their notes. Why didn”t “candy” write them down? Phone calls are monitored and recored and I knew the exact day and time I had talked with candy. But after talking with carlos the “finance supervisor,” he claimed he had no record of the refund I was promised, he could not listen to recorded phone calls, and was “unable to process” the refund.. I accepted a $40 voucher while I told “joy” in a previous conversation in addition to the refund I was owed. I was told by carlos that I accepted the $40 voucher “in place of” the $19.93 refund. That is not true at all. Can I live without my $19.93 refund? Absolutely. It”s the principle of the matter. Hotels.com did not fulfill their promise; they did not have record of my refund; they refused to provide customer service; and they misquoted me as though I accepted the voucher instead of the refund. Buyer beware! Stay away from hotels.com! On the other hand, i”ve had very pleasant, quick, and successful price match guarantees with priceline.com.
Hotels.com Reviews & Complaints
At first, I made a reservation for Hampton Inn through Hotels.com, and then I requested to Hotels.com to modify check-in date. Hotels.com processed my request with pleasure and sent me a confirmation email. I TRUSTED them. But at the d-day(changed date), I found out my reservation was not changed and I missed first reservation as “No Show” I had to purchase a night again at the front desk ( it was almost midnight ). To leave a record for the second purchase, I made a purchase through Hotels.com again. The next day I claimed to Hotels.com about the mistakes they made. BUT they refused to give me a refund on my lost money because of their mistakes. This is their obvious mistake. I have received a confirmation email regarding changed date from Hotels.com.
Hotels.com Reviews & Complaints
Be aware of Hotels.com 12-month inactivity policy, if you slip a little, they will expire all your rewards… I had been a loyal customer for over ten years. I had saved up 14 nights (you get a free night for every ten booked nights). I went online to book my next stay and all my rewards had expired. I checked the dates and yep it had been 13 months since my last booking. Fourteen nights down the drain. I called to plead my case. The agent said there was nothing she could do. I spoke to a supervisor, the supervisor said he could not help. The supervisor sent my request to upper management, promising to contact me within 72 hours. They never contacted me. I will never do business with Hotels.com again!
Hotels.com Reviews & Complaints
Beware of Hotels.com. I used Hotels.com to book hotel accommodation in Florence in September 2019 and paid in full 2 months ahead. On arrival at the “hotel” it turned out to be a brown door with a number 1 with no identification. Needless to say there was no reception desk. There was no information to explain this stated on my bookings reference. This would not have been a problem if the host showed up to check us in, which never happened. I phoned hotels.com on day of check in to ask what to do and they tried to contact host unsuccessfully. We were 4 woman sitting in a foreign city on the sidewalk waiting for the host to show with no accommodation. Hotels.com suggested I cancel the accommodation to facilitate the refund. This never happened. A month later and I am still writing emails and fighting to get my money back. Hotels.com blames the host for not wanting to refund the money and takes no ownership for mismanaging the situation. Frankly I feel that hotels.com should not release the money to the host until guest have checked in. Needless to say I seem to be fighting a loosing battle as they seem to get away with this kind of unfair treatment. I have been told to lodge a credit card dispute through my credit card provider. Hope to have some success. Do not use hotels.com ever.
Hotels.com Reviews & Complaints
Beware of the hotels.com fraudsters & scammers they will steal your money and would make millions of reasons for not refunding your money. I had made a booking for gsh colombo but when I got the confirmation in the email it was for marina bay apartments – colombo, which is a different property altogether. I called the customer service and they said they cannot help me and they wanted me to pay for another usd $2000 to book the property that I actually wanted while they would not refund me anything from the wrong booking. I spoke to the so called supervisor “walter” and he would too say the same thing over and over again. none of the customer service people were ready to understand that they booked me a wrong property that I never wanted to book and these guys are not ready to do anything to rectify that and get me my money so I can book the property which I originally wanted. I was ready to even make the booking for the gsh colombo hotel and pay another usd $2000 while they arrange for a refund on the wrong booking, but they just dont want to refund me. Its surely their trick to push you into the deals they get more commissions and profits without caring of what we have actually paid for and then they would never refund us back. never make any booking through hotels.com otherwise they will forcefully send you booking confirmation for a [censored] hotel and you will loose all your money. Hotels.com scam Hotels.com Hotels.com poor service Do not use hotels.com Hotels.com poor reviews
Hotels.com Reviews & Complaints
Booked a room from August 10 to 19th at the Super 8 through Hotels.com. The next day, around 5pm I noticed little bumps starting to show on many parts of my body. It was bed bug bites! I was covered with bed bug bites. I called hotels.com right away. They offered me to call the Super 8 to get me a cleaner room. I said I didn”t want another room in the same hotel and I wanted a room somewhere else. They said I would have had to cancel my room on the 9th to get reimbursed. I told them I could not cancel room ahead time as I had no idea they had bed bugs. Hotels.com never offered to reimburse me. All I was offered was a $100 coupon towards another hotel stay. I moved to another hotels at my cost. Very poor customer service. Never again!!
Hotels.com Reviews & Complaints
Booked a vacation through your site May 3-7, never received confirmation, got to hotel and was not registered for days I paid for, customer service was absolutely not understanding spoke with a Steve Adarca who accused me of being wrong and as he found out that the fault was Hotels.com was rude, unapologetic and because of Hotels.com incompetence I lost the room I PAID FOR was given a room I didn’t want. I had 4 others book their vacation with us through your site who they now know what we are experiencing and I as well as them will NEVER book through your site again.
Hotels.com Reviews & Complaints
Booked Candlewood Suite airport/Cruise in the amount of $201.20 ( $100 Credit + 101.20 Credit card). The reservation no. [protected] for October 26. The hotel did not honor the reservation from the hotel.com. We were relocate to Red Carpet with no microwave and fridge. Check in around 4 am. Hotel.com email me that they have microwave and fridge but it was none. We deserve to get the 100% money back plus the $100 credit instead just $100. We should be compensated fairly for the inconvenient. We have to get a transportation to go to the second hotel. That’s not the way how you treat to your loyal customer. We needed to build up a trustworthy and good relationship with the customer. The case no. [protected]
Hotels.com Reviews & Complaints
Booking number [protected]. made 02/10/2018 for 1 night 10/10. Chose on the basis of the attached photograph showing free cancellation. Found this was not the case on receiving confirmation and i was liable for cancellation fees from the moment of booking. Your customer services were less than helpful. Not happy the statement in the picture which is specific to the room I was trying to book is a lie. Hotel not happy when i showed them the picture either. Considering sending this to trading standards
Hotels.com Reviews & Complaints
Booking reference number: [protected] & [protected] I have been using Hotels.com for a number of years now & you can see this on your records. On the 13th December 2017, I had made a reservation with Hotels.com, I had booked 2 rooms for my family at the Fairway & Bluewater Resort in Boracay, Philippenes & Hotel Jen, It was announced on the media that Boracay island will be closed for refurbishment & it was on the dates when we had booked our vacation. I rang Hotels.com in early April to confirm if this will effect me, the member of staff reassured me that we have not been affected. Then again I called back that it’s confirmed that the island has been closed & after doing some research the member of staff said I was correct & it has been closed. Then they tried to relocate me for something similar but unfortunately they couldn’t find anything that suited my kids requirements. Then cheekily the member of staff sent me a message to say “We have been informed by the Fairway & Bluewater Resort that the reservation has been cancelled” but it was me that informed Hotels.com. They were going to look for an alternative resort for me, it was really hard work for them & then just refunded my money to my debit card without my consent, I called Hotels.com & I told them my account is now closed & can you make the refund into another account. They refused & saying it’s company policy. This company policy has put me into a financial stress, they refunded the money into my closed bank account on 8th April, even though I told them my bank account was closed in the middle the of February 2018 There has been furthermore refunds in May & June 2018 & Hotels.com, even me notifying them the bank account is closed they refunded into that closed account. I have been calling regularly since April & I most have spoken to over 100 member of staff including supervisors or managers, I was promised many times that this will be resolved & I will get a call back, but no one was helpful at all, all it did was it cost me a lot money for my phone calls for all the hundred of hours I spoke to them, you may think I’m exaggerating there were days I had call a number of times because the phone call was disconnected because of the pressure that was on the member of staff & some days I was on the phone for 7 hours in total. I’ve must have spoken to people in America, South America, Philippenes, India & so on. However since I have been going to the bank and communicating with hotels.com for several months now but hotels.com are very uncooperative, Even the bank manager has had a telephone conversation with one of the staff at Hotel.com and she admitted that the money has not been refunded. But they want a written email confirmation about the returned the money, the bank manager explained that bank doesn’t have facility of external emails which was explained to the lady at Hotel.com. So I’ve been stuck in the middle of this nonsense for several months now, can you please return my refund to me immediately.
Hotels.com Reviews & Complaints
Booking Reference: [protected] and [protected] 1. I had done the hotel booking for our Budapest visit through Hotels.Com, for Continental Hotel Budapest. As per Booking [protected] (attached separately as Book1), I had booked for 4 nights and 3 rooms from April 27, 2018 to May 1, 2018., with the total payment of $2, 275.32. Since, 2 of our members, Mr & Mrs Satish Sheth, were reaching Budapest on April 26, 2018, I had done separate Booking [protected] (attached separately as Book2-Original) for 1 night and 1 room for Mr & Mrs Satish Sheth, with the total payment of $223.27. However, by oversight, the dates used for the booking were May 26, 2018 to May 27, 2018 instead of April 26, 2018 to April 27, 2018. 2. When I realized the date mismatch, contacted your Customer Representative on April 22, 2018 at [protected]. She checked the availability of the room for April 26, 2018 and offered a room at the same Hotel for $176.23, vide a revised Booking [protected] (attached separately as Book2-Revised). I requested credit for $223.27 for the earlier booking, as it was only change of dates and not the cancellation of the booking. She informed that Hotels.com has no objection for the refund but has to get the approval from Continental Hotel Budapest. After keeping me on hold, she informed that Continental Hotel Budapest refused the refund. Thus, I was additionally charged $176.23. 3. During our stay at Continental Hotel Budapest, we contacted Hotel Manager and asked about this booking. Upon arrival at the hotel in Budapest, their front desk manager, Mr. Ga’bor Horve’th advised us that he does not have problem issuing the refund if, in fact, their hotel assessed charges for the room. But he could not find any charges at all. This means that not the Continental Hotel but your company – Hotels.com has charged us although you have not made any payment to Continental. He further referred the case to his chief concierge- Mr. Attila Dorszki to follow-up the next day. 4. Mr. Dorszki confirmed that they have no problem issuing the refund, especially since they can never charge twice to their client for the same room on the same day. He called Hotels.com in front of us; but once again, Hotels.com could not verify any payment made to the Continental Hotel. 5. If there was no payment made to Continental, how can Hotels.com claim that they can not issue refund because they are not getting approval from Continental. Mr. Dorszki also felt that this is unfair on part of Hotels.com to refuse the refund. 6. Though, the Customer Service at Hotels.com was contacted vide e-mail, we failed to receive any reply!
Hotels.com Reviews & Complaints
Booking was done and paid for on 1/3/2017 Ref nr [protected] for Ebony and Ivory We called Ebony and Ivory to confirm and they said they received no payment from hotels.com We called hotels.com and they kept saying the computer systems are down They now answered and said the will call hotel or else respond in 72 hours Our booking is for 21/4/2017 to 23/4/2017 48 hours away Bad service and we want to know where the payment went and we want refund with interest Also where do we now stay?? as hotels are full for prayer day on 22/4/2017
Hotels.com Reviews & Complaints
Brazil has experienced 2 weeks of truckers strike, therefore there was no Gasoline to travel to the Hotel and back home. Two days before I called Hotels.com and got all 3 rooms cancelled. On the next day, not comfortable with the statements received on the cancellation forms, I called them again and was informed that the cancellation was without fines. Cancelling protocols numbers for 3 rooms issued on May 29, 2018 > [protected], [protected] and [protected] Confirmation of fine exemption protocol issued on May 30, 2018 > S165036886 In July I noticed that the Hotel (Pousada Villa Alferes) had charged the credit card for the entire bill. After several emails and phone calls to both Pousada Villa Alferes and Hotels.com, the Pousada Villa Alferes reimbursed only 80% of the amount and Hotels.com offered a voucher for the ballance, which I did not accept firstly because it is full of restrictions and tricky conditions, secondly because I will not be able to travel on the short and medium term, and mainly because I do demand to get my money back once they have held it unproperly. I complained again, set a date limit of July 26, 2018 to receive my money back, but apparently both Pousada Villa Alferes and Hotels.com Brazil are aligned to resist on reimbusing the total money taken from my credit card incorrectly, to say it politely. I Issued a complaint for both companies on the Brazilian complaint site Reclame Aqui (Complain here), but found important to let the headquarters know how its subsidiary in Brazil treats its customers. Celso de Souza e Silva Customer Number [protected]
Hotels.com Reviews & Complaints
Cancellation of confirmed hotel bookings Confirmed booking references/booking details were issued to me by hotels.com in september 2016 for hotel rooms in makkah, saudi arabia. Booking agent:hotels.com (the well known online travel agent). Hotels.com, for the past ten months, have refused to resolve my above denied reservations at hotel makkah rroyal dar al eiman+ other hotels. Regrettably, today monday 6th june 2017 (ten months after the reservations were made), I received email cancellations for twelve of my confirmed reservations. I immediately sent many emails to hotels.com (to all concerned including the ceo), called hotels.com”s relocation and reservation department many times but to no avail. According to the rules of hotel bookings, when such situation occurs the booking agent (hotels.com) is fully responsible for : 1- immediate relocation, at no extra cost to the guest, at a higher grade prominent brand hotel, opposite kaabah in makkah. 2- compensate the guest (in this case me at least $ 3000, 00000) for all the hassles and inconveniences created/caused by the agent (expedia). 3- discipline the property that denies the reservations and its owners 4- remove and abandon all properties that denied reservations from hotel.com”s search engine.
Hotels.com Reviews & Complaints
Clearly requested a dog accommodated room on 7/2 via telephone for 7/4 thru 7/7 stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself, only to be told all pet accommodated rooms were all BOOKED! Spent the entire day today prior to our arrival tomorrow calling both parties for a resolution. Was told to “board my dog elsewhere or leave her home”. Called Hotels.com and was given the run around, transferred from one person to another, and then BACK to the Hotel! When I finally reached the hotel manager, after he told me in the morning he’d help me, 6 hours later I CALLED HIM. He told me he “found” me a pet room. When I asked for an email confirmation with this information, he told me he wouldn’t do that, and “I should trust him”! So I should have packed up my family and driven 3 hours “trusting” that a room would be available to us? Needless to say we had to cancel our plans, and they had the nerve to charge me a one night cancellation fee of $257.99! Called Hotels.com AGAIN for a resolution and refund, ONLY TO BE PUT ON A20 MINUTE HOLD, AND THEN TRANSFERRED BACK TO THE HOTEL. HOTELS.COM error all along. And try getting the same person or even a NAME to call back to refer to. Ruined my weekend plans. I have already lodged a complaint with the BBB, against BOTH Hotels.com and the hotel itself. Total ripoff
Hotels.com Reviews & Complaints
Confirmation # [protected] I stayed at hotel liberty in Paris and when I arrived in my room it seemed fine upon inspection I noticed their was blood on the curtains. Poop stains on the bed, the towels had pubic hair on them. And the room was not as described. I stayed the night anyways as had nowhere else to go. I woke up with bedbug bites all over my entire body . Over 30 bedbug bites. The reception made me pay extra for changing rooms and when I had a friend over for coffee she stopped my friend rudly and called me and said it’s against the law in France to have any visitors in hotels Then she tried to call me and accused me of taking a poop in the sink Of all things to accuse someone of what the hell is that? I requested a refund and they denied me. And I called hotel .com and they wouldn’t help me I want a refund this room destroyed my skin I have bites everywhere and probably have contracted scabies from this hotel. Please fix this. Worst customer service I have ever seen in a hotel and most dirty and gross hotel I’ve ever stayed in. I only use hotels.com for my reservations and they have no way to contact anyone for a refund. This is terrible business practice. The blonde lady at reception is also so rude and she should not be working in a customer service industry
Hotels.com Reviews & Complaints
Confirmation #[protected] Check in 7/27/18 check our 7/29/18 This was a horrible place to stay. No way was it worth $201.32. It was not worth $50.00 for 2 nights. I am very disappointed in Hotels.com for this booking. I thought your integrity way higher that this place. It was dirty, only had 2 towels and they both smelled musty, there was hair in the sink when we first got there, pubic hair on the wall in front of the toilet that wasn”t even 2 feet away from the toilet. Something brown on the wall that looked to be feces. Floor was hardwood and very gritty you would think you were at the beach not downtown Branson. Brown Recluse Spiders. Beds were very uncomfortable. Needless to say we did not rest staying in this establishment. It is very outdated, needs to be renovated and get rid of the rabbits. Stuffed rabbits in the room, statues of rabbits all around the outside. They even had a chicken coop with chickens in downtown Branson. Assigned parking and someone was in our parking space we couldn”t even park until he found out who was in our spot.
Hotels.com Reviews & Complaints
Confirmation [protected]. I am appalled from the customer service I received. I cancelled a reservation online, rebooked with a different hotel for the same dates. However apparently, unbeknownst to me, it did not go through so I was still charged. I cancelled this reservation before the deadline. I booked another hotel, which I printed out the confirmation. When I spoke with the manager, I asked him why would a person have 2 exact bookings for the same day. He did not answer. They were very robotic and unsympathetic. Not even having an open mind on keeping the customer. The Howard Johnson still charged my account. To top it all off, the website was not even showing my new booking. Thank goodness I have a printout. I spoke with your customer service and they stated the Howard Johnson is still to charge me $59.86 for one night. I should not have to pay since is clearly an issue with your website online. Please assist in refunding me the charges. This is a joint account with my wife, Tara Lovewine-Finnell. I spoke to the manager and he refused to refund me. I work in customer service and I know there are system glitches, I would like some assistance or I am going to social media.
Hotels.com Reviews & Complaints
DATE: 8/8/19 HOTELS.COM FEATURES HOTELS THAT DO NOT WORK WITH THE WEBSITE AND CHARGES CUSTOMERS!!! WE GOT STRANDED AND CHARGED WITH NO REAL BOOKING EVEN THOUGH IT WAS CONFIRMED ON HOTELS.COM BOOKING NUMBER: [protected] RESOLUTION: PLEASE REFUND ME THE FULL AMOUNT AND TAKE DOWN THE HOTEL OFF YOUR WEBSITE IMMEDIATELY! PLEASE CHECK ALL HOTELS IN CHINA TO CONFIRM THEY ARE REAL! I travelled to Lijiang China and booked different hotels on the hotels.com website and paid for it up front. When I arrived at the hotel, the inn said that they do not work with the website and they didnt have our booking! Luckily they had a free room available and we had to pay out of pocket even though Hotels.com had already charged me. HOTELS.COM FEATURES FAKE BOOKINGS AND HOTELS THAT DO NOT WORK WITH THEM AND THEY CHARGE CUSTOMERS!!! AND THEY MAKE IT EXTREMELY DIFFICULT TO GET THE CHARGES RESOLVED!! THIS IS ILLEGAL AND FRAUDULANT!! NEVER BOOK CHINA HOTELS ON HOTELS.COM!!
Hotels.com Reviews & Complaints
Date: booked in for June 5th – June 12th, stayed one night and placed complaints on June 6th. Confirmation no. [protected]. Hotel details: Penguin Rooms-city center ul. Lobzowska 12/1, Krakow, 31-140, PL. Phone +[protected]. Accommodation was on 1112;ul.Mickiewicza 55. When booking this room a picture of accommodation type was displayed and when I received confirmation the same picture was displayed, this I consider, as does the law, to be false advertisement. Not only did it not resemble this picture in any make, shape or form, it also did not deliver on the facilities promised. Facilities promised were free wifi- the wifi did not work. flat-screen tv with cable channels- not only were there no cable channels or flat screen tv there was no tv at all. A double sofa bed- this was not a sofa bed but a very dirty sofa that would not sleep one adult. Kitchen- filthy and not a kitchen but a side-board with no table or chairs like the picture claims. Free toiletries- none. The bathroom smelt like a sewer and was dirty, too dirty to shower in. Premium bedding- a childs single bed sheet, cushions no pillows and no other bedding and the one single sheet had a stain on it as did one of the cushions, that had no covers. None of these facilities were delivered and the place was too small, filthy and with no air-conditioning. On entering the building the foyer had no lights and was very dangerous as there was numerous steps, there were also no lights in the corridor in front of our room. I did book a shuttle through Penguin rooms which was on time and cost what they had promised, but we were not dropped at the door but half a block away, the driver however was very pleasant. It was 9.45pm when we arrived and we were greeted by a guy with the keys. First there was no lights in the foyer and then none outside the room, I highlighted this and he just seemed to be amused by this. When entering the accommodation my jaw dropped, I explained this must be a mistake and he said no. He had no real English and then claimed I had to pay for the week. I had already paid by credit card but he claimed I had not, I asked to speak to somebody in charge. He rang someone and spoke to them in Polish for 5 mins. He then put me on the phone to this guy who tried his best to convince me I had not paid and I could pay cash. He then tried to tell me he was going to take it off my credit card even though it was already paid. After this was somewhat sorted they decided I had to pay for late check-in 924 zloty because they only check-in up to 10, I then explained we were being booked in at 9.45, he looked at his watch and said no it’s 10.30. I explained it was 10.30 but they had me on the phone for half an hour and the rest was trying to explain that I had all ready paid for the room. Then he asked for a further 100 zloty for cleaning, I naturally thought this was a joke because of the state of the room. I said we’re not staying here it’s not what we booked and asked if they had any other rooms, he said yes and I asked where, he replied in the same building and they are all the same. I declined another room and asked if he had a nimber for any hotels we could book into, he said no and this is when I realised there was either no ‘free wifi’ or it did not work. It was now 11 o’clock we were tired and had no where else to stay, so we had no choice but to stay that night in filth. The man would not leave until I gave him the 100 zloty for ‘cleaning’ in cash. I felt I had to to get rid of him he was quite aggressive. We did not sleep as there was nowhere but a stained couch to sleep on. The place was disgustingly hot as there was no air-conditioning. The next mournibng early I rang the number I was given and told them they need to send somebody over for the keys we were not staying there for one more night and I explained why. They said someone would be over in 30 mins, we were waiting over an hour and every time I rang the phone was off. I gave a full itinerary of the issues, he was very polite. He assured me a refund but none came and I have heard nothing since. I am looking for a refund and I seriously hope you take this scam off your site. After my week in Krakow I went on for further travels and you can note I did not go through hotels.com. I nor any other member of my family have had any issues in the past with hotels.com and the accommodation we got through you. If this is rectified to my satisfaction I will of course try you again but until then I will be doing business elsewhere. Tara Whelan
Hotels.com Reviews & Complaints
Dear Complaints Board, My name is Nelson and I made a hotel booking/reservation at The Capitol Hotel Tokyu through the hotels.com website. My reservation was confirmed (confirmation number: [protected]) and I was told that I will be charged 219, 545 yen in total by the hotel for the room charge. As I was staying for five nights at the hotel, this meant I will pay 43, 909 yen per night as room charge. I understood that this did not include any applicable tax. Upon check out at the hotel, I checked the invoice (see photo attachment) and noted that the room charge per night was 61, 369 yen. You will see from the invoice that accommodation tax was charged as a separate item. I asked the front desk staff why there was such a huge discrepancy between the amount I was told I needed to pay by hotels.com and the amount on the invoice. The hotel staff vaguely alluded to “possible additional tax amount” being the reason for the discrepancy but I pointed out that tax was already a separate item. This did not make sense to me whatsoever, but I was in a hurry to get to the airport so I paid the invoice amount. However, upon review of the invoice and the confirmation from hotels.com, I am quite sure that the hotel over-charged me for the room charge (as it did not reflect the amount in my reservation confirmation from hotels.com). I am disappointed that this happened and feel somewhat tricked into paying more due to a failure of communication between the website and hotel. This incident has been cause for me to reassess the reliability and trustworthyness of the website, and I am considering warning others about such potential dishonesty. Please let me know how you intend to resolve the above incident/issue as soon as possible. I look forward to hearing from you. Kind regards, Nelson
Hotels.com Reviews & Complaints
Dear Customer Services I am writing to you to raise an issue about:Hotels The issue that I have experienced was: I have booked The marmara taxim hotel Turkey, between 26-28 July 2017. unfortunatley, during the stay the Electricity in the room has shutt off completly. The hotel sent electrition assistant to the room who has worked from 24:00 AM antil 4:00 AM. Obviousley we couldnt sleep and the whole day after suffered as a result. We were offered by the Hotel’s service Marketing Manager that is we stay another night we will get Spa and breakfast as a compensation but I had a flight back to Odessa and my plan was for a couple of days only at the outset. I were told that she would have compnsated me for the hotel fees but she can not do so as I booked and paid directly with Hotels.com. pictures attached It occurred on: July 26th, 2017 I request a full refund and an amicable compansation for the damages caused to me as a result of the hotel condition. this hotel was reccomended by your site as one of the best but it was far from it in means of what it offred and its assistant to the problem I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account. Yours faithfully, Dr Elad zrifin My details Reservation or booking reference: [protected] Reference: Address: po box, 11483, Tel aviv, , 61116
Hotels.com Reviews & Complaints
Dear Customer Services, Reservation or booking reference: [protected], I am writing to you to raise an issue about Hotels at Hotels.com on September 12th, 2017. I called and waited onhold for a while, finally i got someone and explained that i needed to talk to the manager called Rebecca that i spoke to for over an hour the night before to resolve an issue we spoke about..she was supposed to send me an email but didnt.. I was told by the lady that only customer service can lookup who i last spoke to via my membership details… so i sat onhold again for a long time then someone from customer service answered and i explained to him the same situation and gave them the name Rebecca which is a manager there and he said that helps alot and he will put me on hold and asked the superviser and find her for me.. Then a lady called Anna that said she is a manager answered and told me what i would like? I explained that he said he would put me through to Rebbecca and why has he put me through to an Anna? She just keeped ignoring me and repeating herself to try and get rid of me and said she will hang up on me after all the waiting ive done and then just hung up without any help at all!! wasted my time and also have a booking that i made yesterday wich i totally regret booking with them.. I dont want to use it and i want a refund for all the headache i also need to make another booking but iam stuck now cause i dont want to use them as they have no customer service whatsoever and iam scared on relying on them while im overseas.. I have been with them for so many years My membership number is [protected]. refund of my reservation or find the manager on my notes that i spoke to last to resolve my issue. I look forward to a prompt response. Please reply to my Resolver email account as I would like to keep all of my communications in my personalised complaints case file. Yours faithfully Salman Dayoub Reference: +[protected] Address: 5 boardman st, , Yagoona, , 2199
Hotels.com Reviews & Complaints
Dear Hotels.com I booked a hotel this evening. The confirmation number is [protected]. I paid for the room. When I arrived the girl at reception first told me she sent an email to me stating the hotel was full. I have. Ever received any such email. I rang to get a refund from your company. The woman I spoke to asked to speak to the hotel receptionist which I handed the phone to and your person spoke to the reception. After that she said she would get me another room. She put me into another woman who said she would again have to talk to the Reception of the hotel to verify . I said this had been done. She refused to accept this over and over again so I said I would just prefer a refund as it was getting late. She refused to do this so Ivranf again to speak to a man this time who out me onto another man who cross examined me for a long time then left me on the phone without speaking to me for OVER AN HOUR!!! The phone then dropped out and I am writing this complaint instead . PLESSE HIVE ME ANNIMMEDIATE REFUND YOU HAVE TAKEN MY MONEY AND AT A TIME WHEN THERE WAS NO HOTEL ROOM AT THAT HOTEL . This is fraud. If so do not get an immediate refund I will report your company and have you dealt with accordingly.
Hotels.com Reviews & Complaints
Dear Hotels.com team, I would like to bring to your attention that your “booking guaranteed” statement in the confirmation email was not upheld and this has shaken the image I have of hotels.com. Our flight arrived on the morning of the 19th, and the hotel informed us that they resold the room despite the fact that we notified them that we will arrive early morning on the 19th. The didn”t give us a room until 9:00 am on the 19th meaning that we paid around USD 330 to utilize the room for 3 hours (given that typical checkout times are usually at noon). We paid the night of the 18th to avoid the inconvenience of not having a room on the morning of the 19th, and still, we were extremely inconvenienced especially after a red eye flight. I cannot express enough how disappointed we were and the fact that our money went in vain. We trust that you will compensate us for the inconvenience by pressuring the hotel, but also by compensating us for a “booking guaranteed” promise that was not fulfilled. Best,
Hotels.com Reviews & Complaints
Dear Hotels.com Through 20yrs i have travelled for pleasure and mostly business. I have stayed on 2 to 5 star hotels all over the world. For the first time i need to file a complaint and leave a public review. We booked 5 nights and payed 21, 500dkk (4300/night) for what seemed to be a nice 4-star hotel. Never ever in my experience have a hotel stay offered as little value for money. This hotel room is worth no more than 1000-1500kr (2/3 star in high season) and it has not been renovated since the 80s it seems (well except the 3 dollar ikea lamp). As we booked a family room we need access with a stroller however we are located at 1. Floor with no elevator. As we asked for a ground floor room and one that is decent, we were told to pay 800 Eur (for 4 nights) extra for a upgrade to what they call a jr suite (its just a normal/decent room i have seen it). A couple of the complaints: – not a 4 star hotel room – it renovated for decades (see pictures) – no access w stroller to family room for or child – miniature shower/no bath tub – no window/poor climate as bathroom – extremely thin walls, we basically hear when neighbors go to the toilet at night – I remain frustrated and extremely offended by this way of milking and stealing peoples money for basic accomodation that hasnt been kept for years. I wish to ask for a part refund of money as compensation. As they will not offer other rooms (and other hotels are full on the island) and we are also staying here with my in law parents who we need to take care of, i cannot just leave the hotel, but we hope to leave when they have their flight home which is on Thu 26 July. Please help ensure we get refunded and compensated properly.
Hotels.com Reviews & Complaints
Dear hotels.com, We have booked a hotel room with balkony at the blugreen vacation the soundings, ascend resort collection – dennis port from 11. July 2018 to july 18, 2018. Reservation no. [protected]. We got a room with no balkony. Instead we can view a parking lot from three windows.in addition, we overlook a corridor to the elevator from another window. Outside bedroom no. 1 is placed 7 ventilation engines. Outside bedroom no. 2 is placed 4 ventilation engines. These ventilation engines turn on and off at different times and have levels of noise which keeps you awake at night. We immediately complained to the hotel and the receptionist (zac) promised to re-book us to another room on friday 13. July 2018. On july 12 the manager (of zac) refused to move us to the room we had been promised (and in fact ordered). Please help out urgently or refund this stay. Best regards, Reservation [protected]
Hotels.com Reviews & Complaints
Dear Hotels.Com, We would like to share a horrific experience of staying for two nights in the Copenhagen Admiral Hotel Room 266 on July 26-27. We reported to the front desk of the Copenhagen Admiral hotel at 14:00 on Thursday, July 26 after a long flight from the United States. The front desk guest service agent informed us that the hotel upgraded us to a suite on the second floor with a harbor front view. We happily moved in only to realize that the room temperature was 37C, and we were forced to open the balcony door immediately to let some air and possibly to cool the room down. However, the noise from the adjacent Ofelia beach, docked yachts, street food vendors, the hotel”s bar and restaurant was so loud that we were forced to increase our voices when speaking. The DJ in the bar in the Ofelia beach was constantly increasing the sound of music with the loud comments to entertain the audience. Because of our 16- hour journey to Copenhagen, we were extremely tired and certainly wanted to take a couple of hours of sleep. Unfortunately, it was absolutely not possible to sleep in the room with the closed door due to 37C heat. Therefore, we decided to take a walk through the city hoping that the noise would cease when we would be back in the evening of July 26. We returned to the hotel around 08:00 PM, but the noise became even louder. The people were jumping in the water right under our room”s window, they were screaming, laughing, and talking very loudly. The dancing and the discotheque were in full blast. This noise continued until 04:00AM on July 27th. We did not get a chance to sleep at all that night due to these extreme noise conditions. We spent all day in the town on Friday, July 27th and returned to the hotel at 09:00 PM. There were hundreds of people in front of the hotel eating street food, dancing on discotheque, and, to make things even worse, there were two parties on the ground floor of the hotel and on the docking boat right below our hotel window. The music at the party and the noise were so loud that we complained to the hotel front desk at 11:00 PM. Hotel Guest Service Agent replied that “it was not supposed to be like that” and promised to calm this party down. Unfortunately, the party in the hotel continued until 01:00 AM on July 28th, and for the second night in a row, we were not able to sleep in a hot room with a constant non-stopping noise. The above-mentioned description represents a very serious health hazard, and we consider ourselves lucky that we did not experience any serious health complications due to an extreme heat and two sleepless nights. In view of the above, we kindly request you to reimburse us the charges for two nights, July 26 and July 27 in the amount of $ 512.05. Please do not hesitate to let us know if you need any additional details on our stay in Copenhagen Admirals Hotel on July 26th and 27th Thank you in advance for your support. Igor Drozd.
Hotels.com Reviews & Complaints
Dear Hotels.com: Thank you for refunding my account for this establishment but would like to let you know that this was unacceptable and truly was an inconvenience. Waking up at 3am to find multiple bites and finding at least 11 bed bugs crawling around the bed after they had attacked, we immediately ironed all our clothes and cleaned every article we brought into your establishment, thus leaving items that we didn”t want to risk cross contaminating into our vehicle and bringing the bedbugs to our home. After getting up early to travel upstate New York, a long day of travel and site-seeing then having to leave abruptly with little to no sleep was not only an inconvenience but needing to drive home in the rain and no sunlight put our lives at risk. I take matters like this seriously as a consumer and guest. Your business markets establishments who”s Main responsibility is to provide a safe, clean sleeping quarter for guests who travel near or far. Please know that this is no way your fault but understand that your are also marketing an establishment that is irresponsible and could have jeapardized lives. Best,
Hotels.com Reviews & Complaints
Dear Sir / Madam I am currently staying at the City Premier Hotel and Apartments located at Business Bay in Dubai having booked a two week stay through your website. I have to say that I am totally disappointed with our choice of accommodation which was based on information supplied on your website, which I am sure that you validated before publishing and i would like to request a total refund of my monies. I have used your website previously but to say that this hotel has been totally misrepresented is an understatement and I find it difficult to believe that in this day and age it is still allowed to happen by a reputable company such as yours. The standard of the room hygiene and fixtures are absolutely shocking and the facilities namely the pool area should be condemned as a health and safety risk… I am not a novice when it comes to the travel industry, as I am about to take up a position as Sales and Marketing Director for Dubai”s premier destination company, and I can assure you that I have never felt the need or had any cause to complain before, but on this occasion I have no choice. I would appreciate a very speedy response to my request as we do not want to spend another night in this establishment as it is spoiling what is supposed to be a great experience. I have enclosed some pictures which I have taken today and I would like someone to compare them to the pictures on your website, also if you could point out where on your website that it states that the pool is located next door via stairs and a lift on the top of a multistory car park… I would appreciate it. I have not slept since we got here, I have complained to management three times, and then the girl that called us yesterday to see if everythng was ok and I told them it was not. Nothing is done as they have your money, but have not spent it on the hotel. I expect more from Hotels.com to resolve this. Give me my monies back so that I can move to somewhere hygienic!! My partner has been a prisoner in this place since we got here and is unable to relax and chill at a pool that you go through up and over a car park to in your swimming wear, one that should be condemned! This accommodation has been totally misrepresented by yourselves and you need to take responsibility for it, as a basic duty of care and an immedate response is requested. Yours sincerely Suzanne Kirk Tel: +[protected] [protected]@destin8consultants.com
Hotels.com Reviews & Complaints
Dear Sir/Madam I am writing to you regarding my booking I was visiting Scotland and I booked a hotel early morning for the same day it was around 01:10 am but when I went there nobody was there it was closed and I called the reception but no answer the details of the booking are: Check in Thursday, August 8, 2019 (3 PM) Check out Friday, August 9, 2019 (11 AM) Confirmation number: [protected] I was my family and we have small children I had to drive back all night. I have contacted trading standard agency they suggested I contact you further before I take the case further. I have prove of my call which was not answered. Please refund my money as soon as possible. Kind regards Alec Lucas
Hotels.com Reviews & Complaints
Dear Sir/Madam, I made a reservation [protected] with hotels.com which I understand was non-refundable. Due to the recent issues with monarch airlines and my flight being cancelled I have been forced to cancel my trip as I cannot afford to pay for another flight. I have requested hotels.com to cancel my reservation and provide me a refund as this was circumstances out of my control however they have refused. My booking is from Monday 9th- Thursday 12th October. I would greatly appreciate any help to provide me with a resolution to this matter. Many thanks Sobia Kosser
Hotels.com Reviews & Complaints
DISAPPOINTMENT: After years using and recommending hotels.com, I had a horrible experience during my trip to Italy. We used the hotels.com APP to book a 2 nights hotel (total 220 euros!) and thought the hotel was sorted out. We arrived from a day of driving around 9:30PM to find out the hotel was fuelled booked and they sent us to an apartment in another building. The apartment was nice, however, it didnt have the amenities I was looking for in a hotel. After travelling in europe and staying in airbnbs, we were looking forward to staying in a hotel! The apartment was in an SUPER old and dark building, on the 3 floor (we had huge bads and my 60 year old mother to carry up). I called customer service asking for assistance and it only got me more frustrated. After explaining, someone from customer service called the hotel and while I was on hold, I got a message from my bank with the hotel charge on my credit card… they got the call and charged my card right away.. After 33 minutes in a call, the representative then transferred me to another dpto. There, they started over again and I could not believe when the new representative said there was NO NOTES in my case, so I had to explain all over again and they would need to call the hotel again.. Terrible customer service and I am still sitting in the apartment on the old building.. if I wanted an apartment I would have stayed with airbnb. Hotel reservation number: [protected] Thanks, Graziela Rodrigues
Hotels.com Reviews & Complaints
Disgusted with Hotels.com. I was trying to book a hotel in Miami online and their systems were down so I called and spoke to a lady who quoted me an even better price. I gave her all my information to book, including my credit card, however she discovered that their systems were down too. She did promise me 100% that the price was guaranteed no matter what so I booked my flight while on hold. I was on hold for half an hour and I finally asked her if she could maybe call me back when it was up and running, she said no problem and AGAIN promised me that the rate would still apply. She called me back, at almost midnight, we confirmed all the details and she said “I’m processing your order now”. After another 15 minute hold she came back and I asked her why it was taking so long, it is very late, and she started to apologize and then disconnected! I am not sure whether she hung up on purpose but she also did not call me back. When I called to speak to a manager the next morning, there was no record of my booking and the price of the hotel room had gone up more than double! He refused to honour the price she GUARANTEED me and said he would only give me $100 off. I now have a flight I booked based on this hotel price and no hotel!!! I told him I would never book with hotels.com again and would make sure I tell everyone not to and his response was “you do what you need to do.” DISGUSTING.
Hotels.com Reviews & Complaints
DON’T BOOK A TOUR THROUGH HOTELS.COM! I’ve used Hotels.com to much success in booking hotels, but when it comes to booking tours, they are a BIG FAIL! We had our itinerary all set and showed up for a walking gourmet tour in San Sebastian, Spain. No one showed. The email contact info was no longer valid and the phone just rang. We got no prior notice to their being an issue and had already paid for the tour. We were unable to secure a replacement activity that day and every one was very disappointed. We contacted Hotels.com, but were told we needed to contact another department. We had wasted enough time waiting for the tour guide to show and in trying to find another option, so I waited to deal with it until I got home. I was on the phone with Hotels.com and their initial questioning sounded like we did something wrong — e.g. didn’t use the tickets, didn’t arrive in time, etc. Given they really put a snag in our day, this is maddening. Furthermore, they need to do further investigation to offer us a refund. I’m not impressed with them at all and encourage anyone interested in booking tours to use Viator. They always show up.
Hotels.com Reviews & Complaints
Dried urine on the wall in the bathroom. At to about four feet off the floor. Filled out comment card that was available in the room. Politely told the RUDE front desk clerk, no response from that individual. Emailed the company with a photograph, no response. The simple fact of the unsanitary issue really make me wonder how clean are these rooms. We spent $167 for this room. We also reserved the room next to it. Getting absolutely no response whatsoever from staff or corporate is extremely bothersome. I did not ask for anything except for a response.
Hotels.com Reviews & Complaints
During my trip across country in Sept 2015, I used Hotels.com to book my room in Flagstaff Az. The hotel I attempted to book at was confirmed by the Hotels.com service rep but when I received my billing statement, it showed a different hotel and that I had been doubled charged for the same night. When I contacted Hotels.com on the matter they stated I had to take it up with the individual hotels and that there was notyhing that they would or could do to assist me. Three months later and several mailings between myself, my credit card company and a very uncooperative hotels.com … still no resolution. Hotels.com refuses to cooperate and I am stuck paying for two stays on the same night in Flagstaff. No cooperation. No useful information provided. Unwilling to provide any information regarding the service rep or the supposed copy of the conversation I had with the service rep on the day of the booking. I strongly suggest that you avoid Hotels.com.
Hotels.com Reviews & Complaints
During the recent devastation of Hurricane Irma that has hit Florida, my family and I, including our pets, were left with no power or running water and damaging areas near my home. We bounced around from hotel to hotel for the 2 first days (every hotel in a 25 mile radius sold out). After finally finding the Days Inn of Altamonte Springs Florida on Hotels.com site, showing available rooms and all amenities my family desperately needed, I immediately booked and had a sigh of relief. Upon arriving and trying to check in yesterday 9/13 at 6 PM, the front desk rudely advised me they have not had power since the hurricane hit on 9/10. No one called to notify me or stop me to let me know this. All that time WASTED thinking I had a room for my family for the week since the power company estimated 2 weeks of no power or water. I could’ve been researching other hotels that were possibly getting rooms available or getting cancellations to open up for people in desperate need. I think this is a complete embarrassment on Hotels.com behalf for doing this and I hope many other people didn’t have to experience the let down I felt to try to provide for my family during this horrible time of need. Hotels.com blames the hotel and the hotel blames the booking site?? How is this acceptable. You should be ashamed. When I called Hotels.com to ensure my reservation was cancelled since no one called, emailed or otherwise, the Rep didn’t even try to ensure I had another hotel or make any type of accommodation for me.
Hotels.com Reviews & Complaints
Econo lodge in 2934 Polynesian Isle Blvd, Kissimmee, FL 34746, I stayed in room 202.Was horrible. There is an infestation of cockroach. They all came in the evening. I must had killed 8 of them before walking down to the office around 2am. I explained the infestation in the room. There was a very nice young lady who said that room had a complaint of the same in the past and we were not suppose to be there because we had paid for a pet friendly room. This was not a et room. She gave us another room in the same building which smell like cigarette and was a non smoking room. It had very dirty sheets and smelled. I was told I couldn”t get my money back nor my deposit because the manager was on vacation and could not be reached. We had to stay the whole entire week.
Hotels.com Reviews & Complaints
email sent July 12, 2018, no response: confirmation # [protected] Hi Hotels.com: I sent in a very negative review after this stay and requested a refund … because the stay was so bad — on checkout, the elevator remained broken down from the night before and I had to walk 7 flights of stairs again, this last time with my luggage … and ended with a sore arm and shoulder … there was no phone anywhere in or near my room to get any help. And first room assigned was used … and not cleaned … and they didn’t even know. I’m still very angry about this … Do something or I’ll never use your platform again. I insist on a refund but have not heard from you. Destiny’s hotel staff is very nice and apologetic but the setup is atrocious … definitely not worth Euro80 a night and I had to rent a towel for Euro3!!! Destiny hotel needs to compensate me. You are so quick to ask for feedback and posting positive ones but on this stay (and I have booked so much through you), you have not yet replied. Can you pls get to it. Thanks. Best Wishes from Li Li CHUNG
Hotels.com Reviews & Complaints
Felt very rushed booking my reservation for a hotel in Kingston Ontario last minute and I was not told I was paying in US $ when I saw the debit on my credit card I paid an addition 40$ for the room than I was expecting I was not informed air con was out of service or that the pool was not heated! Very disappointed and will not use this service again.
Hotels.com Reviews & Complaints
For months now I have been trying to fix a very simple issue. The phone number associated with my account is a very old number. Recentyl a hotely was trying to get in touch with me and eventually emailed me to call them, I of course did not see this email message until hours later. Found out the old number was the number they called. Tried calling customer service, they cannot change customer info. Okay, well then how come everytime I try to fix it the site gives me and error and states” cannot change account information at this time try again later.” Told to clear history and cookies etc from computer and try again… really… did not work! Yes, know I have an option to change the number when making a reservation… when I remember. Today it did not show my account info and I called customer service again when I realized it defaulted to the old phone number… she changed it for the reservation. There has to be an easier way of correcting this error.
Hotels.com Reviews & Complaints
For my stay in “San Antonio-days Inn Interstate Highway 35 North” on May 24 2015, I had made the booking through Hotels.com on May 18th and had made the full payment through online and the confirmation number for this booking is “”[protected]””. When I went to check in the hotel on 24th night at 11:30 PM, I was told by the hotel person that they had not received the payment yet and so they didnt allow me to enter the hotel. I called Hotels.com customer care and they put me on hold several times while talking with the hotel persons and I had to stay with my family outside the hotel in the midnight with my old parents and 3 years old child. The call between hotel person, hotels.com and myself went for around one hour and my whole family had to wait outsie during this period. Finally the hotels.com customer care representative told that it was a mistake made from their end and asked me to make the payment using my credit card and it would be refunded. I requested her to settle it from her end, for which she told she is unable to do that. Finally I made the payment and it was infact refunded to me by hotels.com which is fine. However I asked for a compensation from the Hotels.com customer care for the mistake which was done from their end for which I had to suffer with my entire family by standing outside for more than and hour in the midnight in an unknown area. She told that its not allowed as per their policy though its their mistake and they can just apologize and cant do anything more.
Hotels.com Reviews & Complaints
Found red roof inn booked on your site. It was located in rolling park Baltimore Maryland. The room was disgusting stains on bedding. Bathroom door dont shut. Vanity is broken in bathroom. Vanity is filthy. Bed uncomfortable. Blinds dont shut. This place is filthy the pics on your page do not go with what the property looks like. This place is awful. I have had good experiences with hotels.com but this is the worst. If you need further information [protected]@yahoo.com Property was red roof inn rolland park Baltimore Maryland
Hotels.com Reviews & Complaints
Friday night, 6/1/2018 at 8:00 pm I called hotels.com to book a hotel room at beach house inn, daytona beach at 1601 s atlantic ave daytona beach, fl 32118. I was not asked for an email address for confirmation. I was told by the sales team that I could get text message confirmation on my phone number provided to them which is [protected]. I booked the room for 2 nights (check in 6/1/18 and check out 6/3/18) I never received a confirmation text message so I called hotels.com back to make sure my room was booked. I was told there was no record of me booking any rooms with hotels.com but my bank account was charged $302.03 as soon as I got off the phone with hotels.com. I spoke with a manager in hopes that he could help me get a refund since I couldn”t stay in the hotel I already wanted my money back. He told me there was nothing he could do to help me. I called hotels.com on saturday morning (6/2/18) because my bank provided me with an itinerary number which is shown in the picture I have attached to this email. Hotels.com told me they can not refund me my money because the hotel will. I contacted the hotel and the told me that I have to get a refund through hotels.com. I”m getting extremely aggravated because I was told that I had a room booked and my money was taken from me but I did not stay in this hotel because a room was not provided to me. I would like a full refund from hotels.com of $302.03 because I was ripped off for a hotel room that wasn”t even booked to me. If I do not get a refund I will have to take it further and go to court to have this issue resolved.
Hotels.com Reviews & Complaints
Gaurav Dhingra 2:20 PM (6 minutes ago) to Gaurav Hi I need some help here. I wasted 45 mins with the below two reps after being a gold member with Hotels.com I book almost 5-6 night every month with you guys and have been doing this for years. You can verify the details on the account Alvin – Manager of customer care in Philippines John – Agent of customer care in Phillippines I had called gold team on Jan 12th 2019 at around 1:30pm asking them to price match me on one of the properties I was trying to book (Marina Bay Sands Singapore for 2 adults on Feb 12-13). The price your website was showing was $788 USD and the properties website was showing $488 USD. Before I made the booking I thought of calling hotels.com to see if something can be done on the price and I can utilize my $359.58 USD reward night (which I collected after booking several nights with you, so I am entitled to use it where I want). Not only the above two reps not be able pull up my account for almost 15 mins. But also they were rude and couldn’t find the hotel availability on your website (whereas I could see the availability on your website). They could also not see the same price I could see ($488 USD) on the property website. When I asked them that I could send them a screenshot of that price. They said they cannot help. When I asked them what could I do here. They said just make the booking on property we cannot help you. When I asked them what’s the use of my $358.59 reward night if I cannot use it. They said we cannot do anything cancel your account if you want to After being with Hotels.com for so many years. Is this what we deserve. I am really disappointed and I want someone to call me personally and solve this matter. Otherwise I will unfortunately need to cancel my account(which might not matter to you). But it matters to me as I am a man or principles and if someone is not doing the right thing. I will make changes My phone number is [protected] Thanks
Hotels.com Reviews & Complaints
Good afternoon i have this reservation number [protected], i am in Venice in bernardi semenzato, we just entered the hotel for the check in and they let us stay in a far building in another place not related with the hotel and which was not mentioned on the website also i sent an email to confirm the place they didnt mention this building it”s a shared apartment not hotel at all and they let us sign strange papers and took city tax then they told us that we stay in another building i need to refund my money now and report this hotel for this ridiculous attitude the madame at the hotel told is that the manager is not available, i booked from hotel.com as i trust this website but i don”t know how i book and pay for something and stay in a totaly another place with no security or reception its an old apartment in a very bad street
Hotels.com Reviews & Complaints
Good Afternoon, I am an assistant to an Executive who is staying at the hotel mentioned above. I booked two nights for her at the Hotel staying 11/4 thru 11/6. This is Ms. Sealman”s first trip to that part of New York city and after the first night at the NYCASA 46 Hotel she complained to me that the hotel felt unsafe, dirty, loud and the water that came out of the shower was gray and dirty. So I first I called Hotels.com to get her another hotel to stay in for tonight (11/5). The person I spoke to was very helpful to find me another hotel. When I asked about checking her out early from the current hotel he said I would need to contact customer service. This is where things really went poorly. I received terrible Customer Service. I explained the situation and was told to wait on hold for a long time while they contacted the hotel. The gentleman came back on the phone and said there was nothing he could do to help me and that the reservation was non-refundable. I asked to speak to a Supervisor and was again put on a long hold. After 10 minutes, I was connected with a supervisor, John C. I again explained the situation and that the hotel was not safe or clean and that Ms. Sealman needed to check out early. He said that based on the terms and conditions there was nothing he could do to help me. He was unapologetic and did not even try and help out. He just kept repeating the same thing no matter how I tried to explain the situation to him. I was terribly disappointed and felt that your company should stand behind your reservations. I asked him who I could speak to as his supervisor and he told me no one. Just to email on the website. Horrible customer service. I am hoping that whoever reads this can respond and correct this situation. Thank you and Regards Robert Michaels
Hotels.com Reviews & Complaints
Good afternoon, I stayed in your hotel Nov.25-28, were we charged through hotels.com booking number [protected] for $348.96 and at the hotel Again for a completely different amount $299.97 Confirmation [protected]. I spoke with a front desk receptionist by the name of Sky with Home 2 suites and she seen the error in their system and Was to relay the message to the supervisor, Ms. Faye We failed to hear from the supervisor so we called back and Much to my surprise, Sky didn’t mention it at all, Ms. Faye with hotel Home 2 Suites asked us to contact you, You failed to let them know that the hotel room had Been paid for in full. Someone needs to clear this up as soon as possible And we need our over charge credited back. This has been a disaster and caused further problems And needs to be addressed immediately. Brandi Lang [protected]
Hotels.com Reviews & Complaints
Good day I was charged three times for one booking. Booking [protected]. When I made the booking in September I paid R4800 for 2 nights at Hilton Syon Twickenham London. When I arrived at the premises on 04/10. I was charged R4300 by the Hilton hotel. When I departed on 06/10. I was charge 112 pounds x2. I was refunded R4800 by Hotels. Com. But I have not been refunded the 112 pounds x2. Please can I have this sorted Regards Ana [protected]
Hotels.com Reviews & Complaints
Good Morning, Hotels.com confirmation number [protected] I recently booked a 4 night stay in Carlsbad California with your firm. Regrettably I must change or cancel my hotel reservation however when I tried to do this the website suggested I cannot as I have booked a NO Cancelation ROOM. If I cannot cancel all together I would be happy to change the reservation and have a credit on my account for a later date. I prefer to use your firm when booking and making my travel reservations and have always been very satisfied with the services and offers received. In this case… I can NOW SEE where it says I cannot cancel BUT, this is unheard of and the first I have ever seen. I have NEVER booked a hotel that I could not cancel or change EVER at ANY TIME. I would not have even known to look for such a thing. Please provide some feedback with regards to my situation and I sincerely hope we can work together for a solution that will work for both of us. As a world traveler, I am happy to continue to use your services. Tammy
Hotels.com Reviews & Complaints
Good morning, I did a reservation at Stuart Hotel in Los Angeles with this company and the room I booked doesn”t look like the picture or abide by the description. I was given a false interpretation of this place and was led to belive my money was being spent on a safe place to stay. Instead, the hotel is located in a really dangerous area, upon stating there we lesrned a local gang, MS13, runs the area and from arrival we were met with people threstning to destroy our rental car. Also the hotel is really dirty and unsafe. Our room was infested with ants, cockroaches, and worst of all, bed bugs. So bad that we could see them crawling around in the bed, pillows, and blankets. Our bodies are completely covered in bites and as we are waiting on our flight we have fevers snd feel sick. On the last day, we had leave without getting to sleep comfortable because the bited and bugs were too bad and when we contscted bith the jooking agency and hotel they didnt take us serious. We ended up staying on the floor at the airport last night, because we had to throw the bed out of the room and bedding. When they attempted to get us new clean sheets snd pillows they returned with some even worde thsn the firdt ones. Also, the walls and ceilengs were broken and the bathroom was disgusting. The water pressure was low and the water smelled a little of sewer. The tub was absolutely disgusting and the cieling above it was going to collapse at any moment. We were fine with those inconveniences at first, but after we realized bed bugs were the cause of our bites and rashes and itchiness, we felt it is appropriate to complain and due a full reimbursement beacuse our vacation has been very unpleasant solely based on this hotel. Which is suppose to be the most minor detail of a trip.
Hotels.com Reviews & Complaints
Hello I booked a hotel room thru your website booking conf#[protected]. Both myself and my friend were to arrive in florida and call the hotel for shuttle to the hotel. When we arrived, I called and was told by the hotel staff that our hotel had been canceled less than an hour after we placed the order with your company days in advance. When I called your company to see what can be done I can not believe the way I was treated. Your company told me that it was not there fault that the hotel had experienced some trouble from the hurricane. I told them it was there fault that we were not notified prior to our arrival that we didn”t have a room so we could have made alternate arrangements. After your staff kept me on the phone for 3 hours haggling me for more money, we missed several rooms because of them wanting me to pay more money, in which I felt we should had been accommodated at your expense totally for the inconvenience and having to be at the air port with no room for over 3 hours, before I said I give up and would pay what I needed to because we were exhausted. When they started calling around to get us a room they had found that they had missed the opportunity because the rooms were filling up fast at most places. They ended up finding us a room that was further away from the ship port so we had to pay more to get there and we had to walk everywhere because we didn”t plan on being put through what we did with your company. I only used you because of a promotion t-moble was offering, I have also logged a complaint with them and the bbb. No one should have had to go thru this and to be haggled on the phone for over 3 hours while sitting in the airport over 1500 miles from home. We ended up spending more money on things that we had not planned to because of the delays and inconvenience we experience.
Hotels.com Reviews & Complaints
Hello I just got back home from my trip and wanted to tell you that you should have nothing to do with this Hotel…I spent $165.00 for a room that I wouldn’t of spent $5.00 for…here is the first room she gave me at the Inn…open the door and all you could smell is urine…after going back down to the front desk and telling her we could not stay in that room she gave us another room…this room wasn’t much better…if you ever been in a smoking room at a casino or a bingo hall…well the smell of smoke is pretty strong…this room was 5 times worse than a casino smoking room…also my pillow cover had blood on it…the lights didn’t work in both rooms I slept on top of the covers with all my clothes on and a jacket to keep me warm…if it wasn’t so late at night when we got there I would of look somewhere else…but it was 1 in the morning and just wanted to sleep Louis
Hotels.com Reviews & Complaints
Hello I was messaging one of your agents last night but have lost record of case number and name of agent. I am very unhappy with the service I received at this hotel. I booked a room at Campanile Laon on your app, but somehow booked it twice. The hotel is refusing to refund. Your agent told me he would help with this, but today the hotel tells me they cannot refund Please help Andy
Hotels.com Reviews & Complaints
Hello my name is Monique camacho and i been a loyal customer for over 5 years and i even have 5 accounts and one corporate. Now i been having a bit trouble trying to cash in my free rewards night and for some reason i can’t and neither can your team when i call. Now i tried so much that ive giving up and stopped trying. I have 13 night’s now in reward nights and proof that i had to go another way on my own, so i have a receipt for 5 nights. Ive also been told that maybe its my credit card so i bought 3 different ones and my sister bank account so that cant be it.. Im really upset and not feeling hwlp when i need it. The account email is [protected]@gmail.com number [protected]. Hopefully i get good newa from u .thanks and enjoy your night
Hotels.com Reviews & Complaints
Hello Sirs, The confirmation number above has been confirmed since Dec. 2017. We had confirmation from Anna Apartments and the reservation company (Agia) three days before the check-in date. Only one day before we arrive an email sent by the reservation company decided not informing that our reservation has been canceled and we have to take another hotel reservation. Anna and Ellias (the owner of the hotel) were very nice and tried to help but the reservation company in Athens were very rude and they told me either I do take what they do offer (spend 3 hours from our honeymoon time) or I have to contact hotels.com Hotels.com confirmed my reservation while they could not guarantee it. We had to accept to stay in another place called Santorini Family Apartments which they were very nice to us. Please contact me on [protected]
Hotels.com Reviews & Complaints
Hello We booked into the cosey apartment on 7th Dec 20017. The complaint is about excessive noise from builders working on parts of the property. This begun before 0800 on Friday 8th December and Saturday 9th December, and included loud machinery, workman shouting and their loud radio playing in the courtyard immediately between the apartment and neighbours. We were not informed about any building work or associated noise. This had a very significant impact on our stay and ruined our break. Please let me know how I can seek compensation. Regards Mrs c. Waites
Hotels.com Reviews & Complaints
Hello, I am contacting you regarding an issue that we had this evening at the Econo Lodge in Grawn Michigan. My daughter had an ice skating event this weekend in Traverse City and we decided to book on hotels.com. The hotel was advertised in Traverse City close to the stores and entertainment. My daughter is a competitive athlete in the Eastern States, so we were excited to find a great deal and price with a nice close distance from everyone and everything. When we arrived I was confused, because the advertised location was in Traverse City. Also, a young man was smoking at the front door when we arrived and there were several men, around the hotel smoking, which was a little uncomfortable due to my daughter being so young. When asked about the location issue (not located in Traverse City) the young lady at the front desk advised that this Econo Lodge was “right down the street” from the location that was advertised on hotel.com. I asked her if other people had issues regarding the location and she stated that they have. I advised that we were told that the location was in Traverse City and we would be happy to move to another hotel owned by “choice hotels” in the Traverse City area. We even stated we would pay more for a closer hotel to my daughters competition. She stated that she was unable to accommodate this because we had booked with hotel.com. She said we would have to pay the full cost. I asked for a refund for the second day and she said she could not do this, because hotel.com would not let her (we later called hotel.com and Choice hotels and they both told us that it was up to the individual manager). We then went into the room, because we were afraid we would not find another hotel so late, and when we entered the room we found the bed had cigarette ashes on it and the room and hotel smelled like cigarette smoke. We went to the front desk and told the young lady at the desk that we were disappointed that she would not reimburse us, but we were checking out (we were only there for approx. 30 minutes) and asked her to please make note that hotel.com falsely advertised her hotel in a location that was very obviously not in Traverse City and that the hotel bed did have cigarette ashes and smelled significantly of cigarette smoke. We then left and had to pay large amounts for another hotel during a busy weekend and competition, which we would have been happy to do with another choice hotel. We advised the lady at the desk if she could transfer us to another choice hotel and transfer the amount we had paid for the one at her location we would gladly pay the difference (this would have pocketed choice hotels with an additional 200-300 dollars. We, also, told the man on the choice hotel 1-800 number that we would do this too.) Both advised they could not do this because it was hotel.com. Hotel.com advised us that they could not do anything because it was not up to them. We were very disappointed. I wanted to let you know of our experience with this particular hotel and their customer service. It seemed like each person blamed the other for the inability to solve the problem.
Hotels.com Reviews & Complaints
Hello, I am writing about my reward hotel nights. Apparently the hotel nights expired 1 month ago, and not the company cannot do anything to re-activate or give me back my EARNED hotel nights. I will be filling a complaint with the BBB requesting compensation for my costs. The representatives were able to provide me a $100 voucher to compensate me for 14 nights worth of hotel stays. This is absurd. Please reach out confirming that my earned nights have been re-instated. best, KD
Hotels.com Reviews & Complaints
Hello, I booked 2 rooms at Admiral Sims house in Newport RI. I booked it after reviewing the hotel on hotels.com and the pictures . When arrived the rooms where not st all or even close to what I seen. My wife and sister didn’t want to stay there a minute. I looked again of the pictures on hotels.com and there’s nothing to compare there for we left and we are now driving 4.5 hours back ton Philadelphia instead of getting a good night sleep.
Hotels.com Reviews & Complaints
Hello, I”m an avid hotels.com customer and decided to use my free hotel night stay at the Ocean Villa Inn in San Diego. I”m never been so dissatisfied with a hotel stay. This hotel was disgusting and I”m quick certain it hadn”t met health code. I will be reporting to the city inspectors office. The room smelled of dog and urine. The bathroom walls, floors and throughout the room had mildew and dirt. The outdoor patio looked like a prison yard with dirt and old patio furniture. Thank god we arrive after midnight and only needed a place to sleep. We got up at 6am and immediately left the premises. I would like my free room credited to my account.
Hotels.com Reviews & Complaints
Hello, I’ve been trying to cancel my reservation for three rooms on booking confirmation [protected] which clearly states that the Cancellation Policy is free cancellation through 14:00 GST on 1/09/2020. For your reference, a copy of my email confirmation is attached, I’m also forwarding it to you separately as an email. Now, however, Hotels.com is insisting that these rooms are non-refundable. I have read them the policy displayed on my confirmation email, yet they insist this is not the policy for my reservation and advised that I contact Consumer Relations. I very much need your help in this matter, as it is completely unfair to charge me as an innocent consumer who ha complied with the policy I read before booking and the same policy which is clearly stated on my confirmation. This will result in almost $3000 out of my pocket for a service I can not use. Also, I feel that I’m being punished for using Hotels.com versus calling the hotel directly to book my reservation, since if in fact these rooms were nonrefundable at the time of my booking, the hotel would have verbally informed me of that, and therefore I wouldn’t have booked. On the other hand, Hotels.com’s information apparently misrepresented the actual policy, so now, I’m getting what I paid for – which is a reservation which allows cancellations up through 1/9. Everyone at Hotels.com keeps telling me my room is not refundable, yet no one can point me to a booking confirmation which states this. Also, no one has been willing to let me email a copy of my booking confirmation for them to read. I am beyond disappointed in this treatment by Expedia/Hotels.com, especially since I’ve used your services many times in the past. I very much need and appreciate your help in this matter. Otherwise, in the future, though, I will be booking my reservations elsewhere since I’m not sure I can trust the service information communicated by Hotels.com. I am also reporting this to my credit card company as a disputed charge as well as the Better Business Bureau. Thank you very much, Crissy Thomas
Hotels.com Reviews & Complaints
Hello, My name is Steven Dulin. I am currently staying at your Hotel in Arcata California, on Valley West. I booked this room through Hotels.com. My phone number is [protected]. I am writing this as a complaint. But i would like to start this off by telling you what I like about this hotel. I love Arcata. It is a NICE PLACE. I love this location. This particular hotel has qa very unique layout. The floor design for this type of hotel is very pleasing. The pool area is very nice. The bar area, is very nice, you lobby is very very nice. I do not like the bathrooms. I think all bathrooms should have a window, personally. The parking lot is cool, your indoor pool is cool, the locking doors are cool, the carpet is cool, , the rooms are pretty clean, the bed is soft, the linens are clean and nice, the pillows are new and nice, the tv’s are nice. The desks are a bit in need of repair, but really cool and well worth repairing, and really, I have no problem with the desk. I just hope you repair them, and keep them. I also like you female staff. Sharon, Angela, Darcey, Claudia, Amanda, they are all super sweet, and do GOOD WORK, and are friendly to the customers. Glenn is pretty cool too. Please do not take this as a racist statement. I am not a racist, but the black people I have seen on the streets, surprised me. The black people I have seen working have been very nice respectable honest folks, in most cases. Here are my problems. Well, my windows in room 253, part of the right side frame is broken, the left side is peeling the sun screen plastic. My tv did not work properly and was grainy. The next night I checked in again, I asked to have my tv fixed, the maintenance said it was fixed, the grain was gone, but it would not change channels. I told Angela, the maintenance man came up again, he told Angela the tv was fixed, it still would not change channels. He left, and Angela, tried and tried to get it fixed, and tried to change it around, But [censor], you guys got these tv’s deck screwed down, kind of ugly, like in my room in room 267. Very tacky, ghetto style carpentry work. I tried to Check in at 3 pm, I was still working on my room and changing room at 6:30 pm, Angela did comp me a room the next night. But the room I went in in Room 267 was beeping because the smoke detector needed to be fixed. The coffee pot was missing, the the ice bucket was missing, Amanda went and got them for me. Glenn came in the front desk and fixed the battery at 4 am in the smoke detector. Several times my keys would not work. They do not open my door, and if the open my door, they may or may not open one or more of the doors around the building. Also, right by the side door, yo have that linen closet area, the male staff, looks similiar to the homeless people and the male residents, I can not tell them apart. I seen one kid stealing pillow cases, and walk by a guy who I though worked here, but then went into his room. I went to tell the guy who I thought worked here, but they were friends, and I for some reason hesitated, I am glad I had, because that guy who I was going to tell about the thief, was his friend, and also walked into that room. And they shut the door and went on to doing what ever, across from my room in 253. The next day, I seen the guy who I though working their, I thinks he works here, The male staff, one maid is pretty good, but the other has loud music playing. I liked it better when the girls cleaning the room would watch their soap operas. This was much more pleasant and acceptable then loud music, and it also allowed the maids to check to make sure the tv was working, and do a more through inspection of the room while cleaning it. It makes them appreciate the room more too, when the room they are cleaning brings them pleasure, and soap opera never bothered guests, but rude evil greed infested management thinks that by taking this privilege away, somehow makes the business more professional, and will cause the maids to work better, and the hotel will make more money. Well, I can tell you, instead of girls who like to watch soaps, and clean room, yo are no finding that the hospitality industry is hiring tweakers, A tweaker is person who does illegal street drugs, like crystal methamphetamine to stay awake not eat, and get more work done, it is a terrible street drug, that is very very dangerous. But this is the people who are willing to work for [censor] abusive managers, who do not care about the people who work for them. Anyways, the male staff I seem to have the problem with. You cannot just go around blaming upper management for your problems or the owners, if your staff is constantly complaining and pushing the blame to upper management and owners, without supplying viable solutions and explaining how the problem is upper management or the owners fault, then you have hired the wrong employees. The smoke detectors, you need to check them in Janurary, and change the batteries, right there, The door locks to get into the building need to be looked at, cleaned, new key cards ordered, and just fixed, that day, you work on that project until that project is fixed. You just have unskilled lazy, blaming maintenance. They should not be discussing personal business in front of customers either. I had been excited to stay here for weeks, then I get here, the jacuzzi is broken, the pool is closed, I get no free breakfast. I have to switch rooms. I booked for one, but I could have booked for two. My friend came here to hang out when I checked in, until he got on the bus to take the amtrak to go to San Francisco, to take a flight, he drove me here. I was told no guests were allowed in my room, I had to actually add him to my room, as I had paid for two anyways, just so he could hang out for three hours until 5pm when the bus came. The homeless people out in the back part of the property, I suggest that you put motion sensors on the trees, in the yards, along the fence, and along side the building. I suggest you put up motion cameras, that turn on, that you can watch from your cell phone along the parking lot and at the entrances. The people smoking pot do not bother me. But if you had uniforms, I could tell which people were smoking pot that work here, and which one smoking pot were customers, and which ones smoiking pot might be homeless. I swear to you, the pot is not a problem, you should have a smoking section. The tweakers, knocking on the hotel room doors well, I have seen three female tweakers knocking on hotel room doors here at the red roof in this week, who have not been let into the room, but one of the male es, let a girl into a room, just to peak in, and see if someone was there, he was not, he locked her, out, and left her by the door. There may be a few other issues, cars are getting broke into, This may have been a old Ramada, back when companies were run properly under strict Ramada standards. Now Ramada buy building instead of building building, and like the Ramada in this town is a [censor] hole, this is a much much nice hotel. And the management there has a middle eastern abusive mentality towards women and their customers, they only care about the cash register, and have no customer service skills, no hospitality skilly, and no management skills. Just accounting skills, banking skills, and connections to cash from the middle east to buy valuable American property, and use brand names like Ramada to get customers, while simultaneously destroying the integrity of the company I am available for work though, lol [protected] Thank you Steven Dulin
Hotels.com Reviews & Complaints
Hello, Recently we experienced a very poor and disappointing service from hotels.com in multiple circumstances for the same booking. The hotel that we booked on your website had no notification/warnings of the danger that this was in the fire zone or of the wide spread devastation. The umbrella onsite were charred. To either side of the hotel the homes were burnt to the ground. We drove in a taxi from Athens city which cost us $90.25 Euros through the most terrifying and horrific sights of the regions wiped out to the hotel. There were scenes of devastation, homes, apartments and shops completely destroyed and wiped out by the fire. As we were in disbelief and frightened we were not comfortable staying at this hotel especially considering that we became aware that three patrons of the hotel were killed by the fire, and staff member badly burnt by the fire. As there were then no hotels available to change locations due to high demand we ended up paying nearly double what was originally paid. Upon our conversation with hotels.com to rectify this and book us a new hotel, the Ramada Attica Rivera was cancelled. A new booking was made for the Dolce Attica River. Upon arriving, another 15 minutes by taxi when we arrived at the recommended new hotel called Dolce Attica Rivera there was no booking made. Your service team had booked us again into the Ramada Attica not the Dolce Attica only at a much higher rate. We again called your service line which included numerous disconnections all of which took 7 hours and when we were suppose to have a relaxing afternoon we ended up seeing horrifying scenes, spending hours on the phone which your service team only to not have a booking at the new location and waste more time explaining to you team over and over what had happened, we did not eat dinner until 9 pm following our eventual checkin, leaving Athens at midday. We would like to be reimbursed for the additional taxi fares we incurred by having to travel to your hotel which cost in total $90.25 euros Plus in addition to making sure the previous hotel has been cancelled and refunded revision of us having to pay for the additional hotel which cost in total $341.70 (usd 272.) Relevant Booking reference numbers [protected] – should be cancelled and allocated to new booking [protected] – the new booking. Please review and advise as soon as possible
Hotels.com Reviews & Complaints
Hello: I am Raphael Wilson-Ricks. I am currently staying in the above hotel. I made a reservations for 28 days. I have attempted to speak with someone at Hotel.com regarding this many issues here. I am in Mexico for work purposes. I am a business owner. In addition, I”ve booked several shows to display my product. I was told that i could check in early in the am my first day. I did not get in my room until 2pm and because of that I missed a show that I paid $300.00 to participate in. The room has only beed cleaned once to this day. I had another show this morning and was given a certain parking space. Last night the hotel allowed someone to park in my space blocking me again. This morning when I left my room to load my truck for another show they allowed someone to park at my door and I could barely exit. I was not able to load my truck and make this show. The room is full of roaches, the wi fi does not work. I asked to change rooms and was promised another r om because I must take orders over the internet and I am trying to recoup some of the money that i”ve lost. There is no General Manager here. I am always referred to speak with the person in the reception area. Two of them speak no english so this does nothing when a situation arises and that needs immediate attention. I”ve already completed two surveys and have left messages for a manager to call me regarding my concerns. So now I am putting this in writing. I am asking someone from your legal department to contact me. I thought that your company check out the hotels before you become affiliated with them? I would like information regarding filing a claim against Hotel.com for all that I”ve encountered. I”ve been told that they will not refund my money to me and I asked to be moved (through hotel.com). Again, no one has followed up with me regarding either request. Today I called Hotel.com again to speak with a Supervisor and asked her to call me back because of the internet constantly going down I would not be able to speak with her long. She took my number and It”s been over 1 1/2hrs. I don”t know which is worse this hotel or hotel.com. I can be contacted at [protected] Raphael Wilson-Ricks
Hotels.com Reviews & Complaints
Here is a letter I sent to my credit card company after attempting to resolve the matter with Hotels.com with no success. To Whom it may concern: Attached please find the signed letter regarding my dispute of the Hotels.com charge dated, March 10, 2017. You will also find an additional attachment as a supporting document that Hotels.com fraudulently over-charged my credit card. When I originally made my reservation at Hotels.com, I elected the hotel based on its eligibility to redeem Hotels.com rewards. In fact, when I completed my reservation after applying the reward, the confirmation stated that all I owed were the taxes for $27.21. In April, when I reviewed my AT&T Universal Card billing statement, I was surprised to see that I was charged $222.66. I thought it would be an easy fix by calling Hotels.com directly. After multiple attempts and my complaint falling on deaf ears, I decided to file this claim. Hotels.com promised to escalate my claim and that someone would call me back within 48 hours. Each time I spent over an hour on the phone explaining the issue and was transferred various times only to get the same response, my reward expired and they couldn”t do anything about it. After I insisted on a resolution, I was promised a call back. The call never came. This didn”t just happen once, it happened multiple times. The reason given by Hotels.com is that they claim that my reward expired. Please note the attachment which referenced the date of expiration. Yes, the reward expired on March 20th, however, my reservation was not only made before that date, my stay was completed before that expiration date as well. They also claim that I was not logged into my account. I have to disagree. I was most definitely logged into my account, which is the only way I was able to “apply” my reward at the payment screen. Following the payment screen, the next screen calculated the balance due for $27.21. Clearly, something happened from the time I completed my reservation and the time they processed whatever they needed to on their end. Ultimately, this is not a result of anything I did wrong. Hotels.com has been difficult to deal with. The bottom line here is that I earned the reward, I applied the reward to my reservation and Hotels.com did something to remove that reward from my reservation. Now, I don”t know if they did this on purpose or not. However, at the end of the day I am paying for something that I am not responsible for. Neither Credit Card company and Hotels.com have resolved this matter.
Hotels.com Reviews & Complaints
Hi Hotels.com, On Tuesday, October 16th, I called to cancel a hotel reservation with the Hilton Garden Inn at Times Square due to Medical Emergency. When Hotels.com called the staff at Hilton Garden Inn, they denied the cancellation request (Hotels.com did not tell them the reason for cancellation). Since Hotels.com did not tell them the reason for cancellation, I called the Hilton Garden Inn to let them know I needed to cancel the room and obtain a refund due to Medical Emergency. The staff at Hilton Garden Inn assured me that they would send a note to Hotels.com, letting them know that they canceled the room on their end, and that Hotels.com needed to issue a refund. When I called Hotels.com back that same evening (Tuesday, October 16th), they had not received a message from Hilton Garden Inn. I called Hilton Garden Inn again, explained the situation, and was assured that they cancelled the room on their end and that I needed to confirm the refund with Hotels.com. The manager working at Hilton Garden Inn – the person who confirmed the cancellation – is named Kadem. I called Hotels.com the morning of Wednesday, October 17th to confirm the refund and was told that they were updating their system. I was told to call back in two hours. I called back in two hours, and was told that they were still updating their system, and that I should call back in two hours. I called back yet again two hours later. The third time I called, I was told they were still updating and that I should call back in 6 hours. At this point, it was the end of the day. I called Hotels.com back this morning (October 18th) to confirm the refund, and I was told that they could not get ahold of the Hilton Garden Inn and needed to still confirm the cancellation from Hilton Garden Inn. Hotels.com told me that they filled out a form detailing my case and that I would receive an email confirmation. They also told me that they would email me to update me when I could follow up to confirm the refund. I have received no emails. Please issue the refund for the stay that was canceled at Hilton Garden Inn for the evening of Wednesday, October 17th for Mr. Eisner. Thank you.
Hotels.com Reviews & Complaints
Hi I am so frustrated. I have spoke to probably 10 or more customer service reps today. All i wanted to do was use my hotels.com $100 credit but the hotel i chose is pay at the hotel only and so i guess i cant use it. We planned our whole vacation around this credit because we dont have tons of money. But now i just paid for the trip on my debit card and couldnt use coupon. I called customer care and spoke to 2 more people who were no help at all. I want this money refunded to my bank account. It is my money and i should be able to use it. I understand i can find a different hotel and use it but ive already reserved this one and will not be going out of town anytime soon. Somebody please help me. This is so unfair, hotel.com is the one who made 2 mistakes on my hotel last year, not me. Please contact me asap. [protected] Thank you
Hotels.com Reviews & Complaints
Hi Team It has been one month I have been calling hotels.com but in vain. My name is Neha Gulaty and my account id with hotels.com is [protected]@myflightsearch.com. There were some hotel bookings that I had made without signing into my account and I called them to add the same in my rewards account, everytime I call them they say that its beyond their control and they have forwarded the request to the concerned department who shall get back to me via email in 3 hours. Its been a month I have been waiting for 3 hours to get over. I again called them on 11-May-2017 and heard the same story. They are only trying to get away with adding my bookings to my account as they know once these are added I shall be eligible for free nights which they only proclaim and not want to add. I have already decided to file a lawsuit against them . Their customer service is pathetic . They dont provide the services that they advertise for.
Hotels.com Reviews & Complaints
Hi, I am looking for any help with a resolution. My daughter is graduating high school and I have been saving up my rewards to cash in all at once. Not counting the pending nights, I have 87 welcome rewards. In February, we were driving to California and I tried to log into my account and noticed I couldn’t get in. Finally called hotels.com and they said my email had been changed. It was an email that was NOT mine, so they said, no worries your booking is fine, we will fix it. I did stay at the hotel without any issues. On my drive home, I called again and they said they would fix my email issue. I have called other times, but these are the ones I documented. 2/21, 2/25, 3/8 and finally on 3/14 I called and spoke to an agent casey that advised me to open a new account with a new email and then they would merge the two accounts. I did that while on the phone with her. She told me they would merge the accounts within 72 hours and I would have access to my rewards. Called 3/25 spoke with Paul who transferred me to manager Basti. Said he sees the 3/14 documentation but it was never processed. assures me in 72 hours, it will be dealt with and complete. 3/25 call for 26 minutes, he called welcome rewards back office, says manually verifying each night and since there are 87 nights, it takes awhile, but rest assured, nights will not be lost. Old account #[protected] [protected]@cox.net new account #[protected] [protected]@gmail.com 4/4 spoke to Rose she said it all looks good, just taking awhile due to number of nights. 4/17 spoke to greg on gold team. Confirmed 87 nights to transfer, give it 72 hours 4/29 Angelo said its all documented and taken care of, give 72 hours 5/1 account was noted as complete but transfer issue 5/7 Floyd verified accounts, said merge was done, they should post in 48 hours 5/9/19 was on phone over 2 hours. Spoke to jenine said old account has been closed and no access to verify. 35 minute hold them transferred and dropped call, not return call as promised. Called again spoke to Nize, 27 minute hold transferred to Cathy (manager) 47 minute hold, transfer to Heart, she said its out of her control, send an email to consumer [protected]@hotels.com. I did that with no response. Please help as this is horrible customer service for someone that has been loyal and either a silver or gold member for years. Please reach out and help me resolve this issue so I can book my long awaited family vacation. [protected]@gmail.com or [protected]
Hotels.com Reviews & Complaints
Hi, I am not usually one to complain but feel bitterly disappointed in a booking I had to cancel… Back in May last year I booked accommodation in Auckland. This was at the Central One Bed Apartment in Hobson Street (check my account.. confirmation number [protected]) I rang a contact number last week just to confirm and the agent I spoke to said… do not be alarmed but that accommodation is no longer available BUT we will find you accommodation, please leave it with us. I had not heard anything for a few days so rang back and they told me that they could not find any available accommodation and advised me to cancel the original booking via my member page and to search for myself… she said the owner of the unit was requiring it himself!! So onto Hotels.com and I find that there is limited availiability as it is less than 3 weeks away. I had no option but to go with the cheapest which is still over 60 a night dearer than my original booking… I just hope when we do arrive that it is ligit!!! I use Hotels.com frequently and have lots of nights prebooked for this year… but am feeling let down and uncertain as to whether I should go through a different accomo site?? If I hadn”t rung that agent re the room we would have arrived to find no accommodation available. Pretty poor, don”t you think. Bitterly disappointed in Hotels.com Yours sincerely, Colleen Chote
Hotels.com Reviews & Complaints
Hi, I called hotels.com on [protected] at 11:30pm (Autralian time) on 12th November 2017. The staff who was answering my phone was not very happy with some basic questions that I asked regarding to a hotel room that I was interested in. Later he started to lose patient and yell at me. Towards the end I asked him for his name and staff details. He refused to provide me those details, put me on hold for 15-20 minutes and transferred my call to another staff member. Around 12:15am, another operator finally answered the phone and said he couldn’t help as the hotline I called bases in Brazil and they only deal with Brazilian customers. This is the most outrageous and discriminative explanation I have ever heard of! I explained to the operator that hotels.com is a global website and it was not the first time I called hotels.com for bookings and enquiry. No one, from my experience with my bookings or enquiries through hotels.com, ever told me they were not able to help me because I am not from their country! I then asked the staff to transfer my line to his senior or manager. He said he could not do it because everyone at the call centre speaks Portuguese only. I said again Hotels.com is such a global business and it was not possible that no one except him at the call centre can speak English. I required him to transfer me back to the person who I spoke to before. He said he did not have the facilities to transfer me back to the person who I started the call with. I found that very ridiculous and so I asked the operator for his staff name and number. He gave me his staff name as Aleef, which I am not sure if that is correct and so I asked for his staff number. He said he can’t provide me that detail. The operator kept repeating that he could not help me and later put me on hold without my consent. In the end he even hung up on me. This is one of the most discriminative and horrible experience I had ever had with Hotels.com or any other form of customer services in life! This is highly unacceptable and I am hoping someone would be able to investigate on this and get back to me with proper apology and explanation of why such behaviour happens in Hotels.com My email address is [protected]@gmail.com and my contact number is +[protected] I am looking forward to your reply. Thank you Sau Wai Siu
Hotels.com Reviews & Complaints
Hi, I”ve tried to resolve this issue with both hotel.com & best western hotel! (nobody wants to take responsibility) I booked the best western hotel thru hotels.com website like I usually do on october 20th/2019… When I was completed the booking online I always get a confirmation or acknowledgment back with in minutes of booking to my email address. I waited about an hour & I got nothing? I then went to book it again because I figure it wasn”t completed, so I tried again, with in a few minutes I got my confirmation like I always do. I saved it & made a copy. Confirmation #[protected] when I came to the hotel november 1st – the front desk said I had 2 reservations & I said I only have a one confirmation! He said to check with the mgr tomorrow. So when I checked out I asked for a hotel receipt – I was charged for 1-room at $224.87 as agreed on my hotel.com confirmation. I thought everything was fine when I left – then when I got home I checked my credit card & noticed I was charged for 2 rooms or 2 nights (double billed?) I called the best western hotel who told me I had another reservation from hotels.com she said it was # [protected]. She said they are firm about not refunding people on no show reservations & I mentioned to her that we were there & why I wasn”t notified when checking out! She said that you have to deal with the booking company! I then contacted hotel.com customer service to see why I had 2-reservations! The customer service asked for my email address, so I gave it to him! He then said that the booking address was different! That”s why I didn”t think that this booking was valid!!! Because someone who did the booking typed in my wrong email that I would not have gotten & your booking company must have gotten a returned email or failed connection which would have came back to you!) you can see why i”m upset! I would like to see this taken care of as soon as possible because I still would like to continue using hotels.com, Thanks for your patience Nicholas hill
Hotels.com Reviews & Complaints
Hi. I stayed in the city centre suites, Glasgow last night and I have to say it was pretty awful. Firstly I tried phoning the day before as I hadn’t received the code to get the key however I couldn’t get hold of anyone. This was after leaving voice message and email. (No reply). I then arrived and had to call to get the code. I called but then had to wait for a call back from the manager who I must say was very helpful. I also called your customer service centre to be told there was no problem and that the reception would be there to assist. (There is no reception) I did however eventually get into the room. I knew it was going to be basic but this was less than basic and it looked like it was in need of some TLC. My confirmation also stated that it was a private bathroom. ( no it wasn’t) this was a shared bathroom. If I had known this I would not have booked it. I am a frequent business traveller and usually use booking.com but thought I would try your company. At this present moment in time I don’t think I shall use you again. This Is a shame as I was thinking of changing. I spend around 3-5k a year on hotels. Before I write any kind of review I shall wait for your reply. I look forward to receiving your reply Thanks Nick Thompson. nick.[protected]@yahoo.co.uk [protected]
Hotels.com Reviews & Complaints
Horrible experience with hotels.com and costly. I unfortunately booked the wrong hotel originally. I had the the option to cancel unaware of the “non-refundable” policy. I was told a different story each time I called. First time I was told if I cancelled in less then 24 hrs I’d be funded 3 three days. I also called the original hotel they told me they didn’t receive a reservation nor payment. Both were lies. I was charged fought it. Hotels.com charged me twice for 2 nights at 2 different hotels. Even though I got a cancellation email confirming that my original reservation was cancelled. Obviously it was a worthless email. Was charged anyway. The original hotel was Bonita Beach Hotel in Ocean City Maryland. That should have been cancelled. The second reservation was made at princess bay side beach hotel in Ocean City Maryland. Upon my arrival during check-in I was told I only paid part of the reservation and I still owed $300. I was originally charge for both nights. So now I have been charged for two hotels for two nights each. Now you want to charge me additional $300 on top of it after you are he charge me for two nights the at Princess Bay Hotel. To say I was livid was an understatement. I was told to wait until it had gotten straightened out I sat for 40 minutes in the lobby while other guests were being checked in. It was not handled very well and I wasn’t offered anything for the inconvenience.
Hotels.com Reviews & Complaints
Hotel.com website quoted different price on website for our one night stay in Singapore tonight but I was charged much more on my credit card, in fact I was charged close to 70 dollars more than what I was quoted upon booking. This is deceptive and frustratiing and I will not be recommending hotels.com to anyone. I am requesting a full refund for the stress this has put my family through. Refer to confirmation number [protected]. This has been a terrible event.
Hotels.com Reviews & Complaints
Hotels.com agreed to validate my original best price guarentee. 10 days later they seem to have no record of it. They keep giving excuses as to why it doesn”t qualify. Mostly because it is past the date. The customer service manager Isabella told me she deleted my original request because she was getting tired of dealing with me. This is the worse company I have ever dealt with filled with nothing but liars and greed. Expedia should be ashamed to be representing this company
Hotels.com Reviews & Complaints
Hotels.com canceled the booking that was confirmed by them a week earlier!! They didn’t notify me via phone or email, they just decided to simply cancel it. Probably that was the hotel, not the website itself, but in that case, you should carefully choose hotels you work with and don’t advertise hotels that are not able to provide a good service to customers.
Hotels.com Reviews & Complaints
Hotels.com has absolved themselves from helping me. They say, “it’s my problem.” Not what I call great customer service. I booked 8 rooms through them and that’s the thanks I get. I won’t use them next trip. Their agent told me my room would be cancelled at no charge. The hotel charged me. Hotels.com forgets I’m their customer. Not the hotel’s. they need to give me my money back.
Hotels.com Reviews & Complaints
Hotels.com just charged my credit card 10 times for 288 each and never even got my room reserved. After putting me on hold for almost an hour and disconnecting me once and transferring me to 3 different people, I finally got in touch with Cesar (who would not give me his last name or employee id) who told me the best he could do for me is give me the corporate email address. NEVER AGAIN. Beware of their fraudulent practices. Now my only recourse is to file fraud claims with my credit card company.
Hotels.com Reviews & Complaints
Hotels.com offered to download iphone/ipad app, and at the check out they offered 5% discount, which was $9.00 and this would void the collect night. This is a scam. Who would take $9.00 and lose a reward night being collected? I reached out to customer service, they agreed this is not worth it, but this is a policy, and they cannot do anything. I requested my message to be sent to management, the CS said they do not have access to management. I paid $500 for 2 nights, and the discount was $10 using ipad apps, and I did not get my reward night being collected. As management of hotels.com, would you take $9.00 discount and lose a collect night? Ask yourself. This is not a honest business practice. This is a scam.
Hotels.com Reviews & Complaints
youtu.be/s0cj_HyXPE0 I arrived at the location at 12 am on the 25th to check in and upon my arrival I noticed that the hotel had Not been kept to standards advertising a rating of 85 for sanitation … during my stay the air conditioner unit which functioned permeated with an odor, my luggage was ruined by the ants in the video as as well as 50$ worth of alcohol. A complaint was made to the receptionist but the hotels associate I spoke with was unable to speak with the manager and was only able to offer a $50 redemption code to apply to a future stay however I would prefer to be reimbursed in full as my short stay with the microtell has theme into a bill. I would appreciate being contacted in regards to this matter asap [protected] thank you -evan
Hotels.com Reviews & Complaints
I am disgusted by your TV ad showing three pug dogs being used as bongo drums at a hotel party. This could easily give permission to people to treat their pets inhumanely as musical instruments. So disrespectful and bordering on animal abuse! I feel sickened each time I see the ad on TV and most definitely have a negative response to anything Hotels.com.
Hotels.com Reviews & Complaints
I am extremely disappointed at the lack of service by Hotels.com despite me calling them three times and sending them several emails. They simply indicate that they “cannot get hold of the hotel”. They promise to call me back but never do. I have previously had my hotel room “given away” and I have stayed in so-called “3 star” hotels which are not of an equivalent standard internationally. Hotels.com – I indicated that I would post on social media if you did not respond. Clearly you did not take me seriously. Regards
Hotels.com Reviews & Complaints
I am frustrated. I booked a room and paid for breakfast. Within 2 hours I got an email saying that my booking is no longer available and they advised me to find something else. well, that was obvious. But all of the accommodations I got were cancelled by the guesthouse. what a bad attitude. I don’t want to use this service unless they learn how to treat customers.
Hotels.com Reviews & Complaints
I am having an impossible time trying to change my reservation from a 5-night stay to a 4-night stay with Hotels.com I have never run into an unhelpful situation like this before. I made a hotel booking with Free Cancellation. On the confirmation screen, I was told that I could “change” my booking within the Free Cancellation period (up to 20 July). However, this was totally misleading. After MANY calls ( speaking to 3 different people, including a Jacklyn M in Central America) it appears that what is meant by “change” is, that they will cancel the existing reservation and then re-book with new rates. This is not clearly stated in any wording or booking confirmation information. Unfortunately- the hotel is fully booked. SO despite the fact that I want to REDUCE the number of nights for my stay- I was told that this process is impossible. The hotel says that they cannot change the reservation because the booking is through Hotels.com- but all they need is an email amending the dates. I am so frustrated at this point and wondering why Hotels.com refuses to sort this out. I am sure it is a scam to get extra money from people. Specifically- if someone books months ahead the price will be cheaper than if they need to rebook (i.e., a ‘free’ change on hotels.com) at current prices closer to the date of stay.
Hotels.com Reviews & Complaints
I am now waiting ten days since I wrote to CheapOair regarding a refund. I paid them $500.26 for three nights 11th – 14th Nov. at Hotel Pennsylvania 401, 7th Ave. N. York. This was the dirtiest hotel I have ever seen. The floor of the shower was so dirty I could not use it. On requesting a change of room from the duty manager he said he did not have one as they were fully booked but would have one the next day. I asked him to look at the room but he said it was not his responsibility. I was charged further taxes of $49.99 on arrival even though I had paid Cheap0air $67.80 taxes. It was now 5.30. p.m. and I was going to the theatre at 7.30. so I had no time to find another hotel. However, I got another hotel the next morning and left as fast as I could. I have written to the N. York Fire Department as there was no evidence of ~Sprinklers and the loose tiles on the ceiling of my room 788, were very suspicious. This room should be barred to tourists until it has been completely refurbished and made safe. None of these defects appear on the hotel’s website. I look forward to hearing from you, Kind regards, Ursula Gormley, Dublin, Ireland.
Hotels.com Reviews & Complaints
I am unsure if this is the correct contact for my complaint. I have recently learnt that hotels.com is an affiliate of expedia Inc. Therefore, I figured contacting the main company would result in better customer service. Myself (pregnant) my husband our 8 month old daughter and our family dog used hotels.com to book a hotel this past Friday November 3rd. We booked a room with two beds and a crib at the red roof in, in Lansing Michigan. We arrived around 11 pm after a long drive from Brantford ontario in Canada. We were tired and ready to get our daughter down for a nights sleep. While checking in the front desk was unable to find our reservation for a while. Once they finally found it they informed us that we had cancelled our reservation through expedia the night before. (We most definatly had not) then we were informed that they are completely booked for the night. Now it is midnight standing in the lobby with a tired fussy 8 months old and great Dane stuck in our minivan for 7 hours now. It is not a good feeling when you are exhausted and have your entire family depending on you And being told your hotel room you booked ahead of time is gone. My husband called hotels.com that said we still had a reservation. Eventually a room was found for us and we got to the room to find that there was no crib. Initially I assume oh they just havent put it in the room yet and send my husband down again to get one while I try to nurse our exhausted fussy daughter. (It is now 1 am I should add) My husband returns to tell me that the front desk says they do not have any cribs at all. Not that they are all being used but that they do not even provide cribs at this location. So my husband gets back on the phone to speak with hotels.com who when we booked assured us that there would be a crib available for us to use. If they had of said they do not provide cribs we would have packed our own. The customer service agent told my husband that was a special request and subject to availability. Which frankly is just ridiculous because they do not even own cribs at this particular location So It should not be an option at all while booking. A crib is not a special request like Bath robe. A crib is a safety equipment that ensures parents their infant is in a safe location throughout the night. When my husband complained on the phone he was offered a 30 doller coupon for our next stay with hotels.com which to be honest is just absolutely insulting. Our daughters safety is worth 30 bucks to your company? So now myself being pregnant and exhausted after a long drive has no where safe for my infant daughter to sleep ( putting her in a bed is not a safe option for several reasons. One she could roll out of the bed and seriously hurt herself. Two our 150 pound dog often jumps onto beds and in the dark she is at risk of him accidentally jumping onto her. And three myself and husband are both exhausted and it is unsafe o co sleep with your infant while that tired as we could roll over and suffocate her, something that happens to many infants in North America each year. All risks I am unwilling to make! But hotels.com forced our family into this sittuation) My husband told the customer service agent how ridiculous is it as a large company that we were not offered a refund. We were then told yes you can get a refund… if we leave the premises. Yes because leaving at 2 am exhausted and driving our entire family elsewhere is a safe option. Since we were so disgusted with the lack of compassion given by your company for the horrible situation you put us into my husband refused your 30 doller coupon offer because to accept that is just offensive. Naturally as a mother when I was finally able to calm my daughter and get her to sleep i sat awake throughout the entire night to ensure her safe sleep something I regretfully thought hotel.com had promised us. Not not only did your company put my daughter”s safety at risk once with unsafe sleeping arrangements but now myself and husband did not sleep through the night and needed to get up and drive an extremely long 7 plus hours on basically zero sleep with our daughter in the vehicle which is now putting her life at risk yet again. So I ask you this expedia, you claim the whole purpose of your services is to make finding and booking hotels and easy seamless process for your customers. We put our family in your hands and you failed us. You did not stand up to offer us what we were told we booked you caused so much stress and frustration but most important your risked my daughter”s life. If my daughter rolled out of the bed and broke a bone or our dog jumped on her accidentally and caused serious ingurey or myself or husband rolled over and suffocated her or the next morning myself or husband fell asleep at the wheel causing an accident would your 30 doller coupon cut it? We contracted for a room with 2 beds and a crib. After confusion stress and a waste of time we received a room with 2 beds and no crib. That is not what we agreed to pay for and we do not feel that we should have to pay one single doller for that horrible night! We are a hard working family that does not get away often and we looked forward to that weekend as our first getaway with our daughter making great memories and we had the absolute worst time! I am extremely disappointed with your companies customer service and plan to spread this story with all of our family friends and colleagues as well as social media. Using hotels.com or expida Inc affiliate companies has turned out to be nothing but a hassle and calling speaking directly with the hotels and booking on your own would have been much more successful.
Hotels.com Reviews & Complaints
I am writing to you to raise an issue about: Holidays The issue that I have experienced was: I booked hotel (Acton town hotel) in London from 4-6 August 2019 via hotel.com. All my visit to London were planned with tight timeline. The check-in time for the hotel was from 2PM. I was at the location of the hotel just before 2PM. However there was no staff at the hotel and the hotel was locked. I contacted the hotel directly with the contact number provided by hotel.com, however there was no reply. I called customer service (hotel.com) and wanted my full refund, but they tried to relocate me in another hotel. This took then more than an hour which was unacceptable. I had two elderly and a child. I was stranded for more than an hour due to hotel.com failure. I also missed my visit to Buckingham palace and was about to miss my other visits as well. After the hotel was contacted, they offered the same hotel which I didn’t not want to stay in any more. I didn’t get my full refund because, the hotel that I booked was available after few hours. I had to call hotel.com many times and I finally booked another hotel myself. I lodge a complaint in resolver and they have replied me back few times but it has been a month now and they haven’t progress at all with my case. This is utterly unacceptable customer service from a reputable company and would like to further process legally as far as I can.
Hotels.com Reviews & Complaints
I arrived at 330 on September 11, five people were behind the counter, I had to wait for assistance and there were no rooms ready. I got a room eventually, dropped my things and went to work. I returned late, there was a barking dog on my floor, got ready for bed, pulled back the sheets to sleep at 11 and the bed was full of hair and filth, dirty, not changed. I called the front desk to be moved, they could not send up a key, so I had to repack and go to the lobby. I got another room, entered, immediately showered off the filth from the first bed, and looked down to find a dirty bandage in the tub. Then, as pulling a towel from the sink side cubbie, found an opened condom wrapper inside. Also, the desk attendant wrote my room number on my room key jacket at the desk with others present. I expect full reimburement for these gross health and safety violations
Hotels.com Reviews & Complaints
I arrived to my hotel in Thailand around 5pm and then had to change rooms three times in four hours. The first because the lock on the door wasnt working, the second because the bed had a large (what looked like urine) stain in the bed, and now I’m in another sub standard room but I just need some rest so I’m putting up with the leaky shower. I contacted Hotels.com via Facebook and chatted with an employee there, I explained the situation and even provided photos of the stain, leaks, broken shower etc thay said they would call the hotel and come back to me. They did. Though their response was “We called the hotel but sadly, we were not able to get their approval to refund/compensate you about this. We would appreciate your understanding. As our valued customer, we’d like to offer you a 25.00 AUD coupon which you can use towards your next prepaid booking with us. Please let us know if you would like us to process this.” WTF? So a falling apart hotel needs to sign off on any refund?? and, now I’m out in a really awkward situation as my complaints have been passed to the hotel thanks to hotels.com – they made things worse not better. I now have to stay here another two nights, change rooms again (this third room that I slept in has two beds in it and is booked out in a few hours by a family), and risk getting no/average/malicious service(?). I just want to leave and stay somewhere else but I can’t without a proper refund. Oh, and I’m a girl travelling alone. Thanks for stuffing up my holiday hotels.com 🙁
Hotels.com Reviews & Complaints
I book a four night stay in ho chi minh city. The total was around $160 with taxes and fees. I have some free credit nights. The total was $174.02 of my four free nights. They only redeem it only $139 from $174.02 I only pay the taxes and fees about $21.65. Where does the rest of credits goes? They owe me $35. It went missing. I contact with them and they say they have nothing to do about it. It is a simple math. You should give me the rest of my credit to my account so I can use it in the future. Beware of hotels.com. They are bunch of cheaters. Book for agoda. Much better then this website. The 435 goes towards the company and hotels is own by expeidia.com
Hotels.com Reviews & Complaints
I booked 1 (last) apartment in Caleta Homes for 3 nights from Sept. 20 as pictures showed it had balcony & sea view, so I assumed it was related to this apartment. Why else would there be a picture of such, when it was the last available. To be sure, I put in special request for the balcony & sea view, but the owner said there is no balcony for this unit & I cant cancel. I am very disapointed, as the very reason I booked this one for me and my little family was that I wanted to have balcony & sea view. Best regards / Oystein Sunde email: [protected]@gmail.com
Hotels.com Reviews & Complaints
I booked 1 room in a luxury estancia, La Bamba de Areco, in August 2018 for 28/3/19, via Hotels.com. I did so on the explicit understanding from their website that cancellation upon to a couple of days before the reserved date would involve no charges/costs. My plans changed in March, and on 18/3/19 I cancelled the reservation. Before confirming the cancellation, I was expressly assured by the Hotels.com “chatbot” that I would receive reimbursement of US dollars 890. I have received no refund, and Hotels.com are now saying that any reimbursement is up to the hotel in question – expressly ignoring the assurances I received in August 2018 and on 18/2/19.
Hotels.com Reviews & Complaints
I booked 2 night hotel in Chatham MA through hotels.com, from May 27th to May 29th. On May 27th, my first flight was delayed due to weather reason so I missed my connecting flight, which would cause me missing my first night of stay at the hotel. I called hotels.com around noon to see if there is any chance I can cancel the night. I would understand if they say NO because this is within 24 hours of my stay. However I couldn”t reach a real person. all I got was machine and holding. Instead I called the hotel to try my luck. To my surprise, the hotel owner Lisa was so nice and she was willing to cancel my first night and refund me my payment. All I need to do was to have hotels.com give her a cancellation notice so she can lease the room to other guest. I started to call hotels.com over and over but still couldn”t reach a real person. Eventually I had to give up and board. Once my flight landed, I got voice mail from Lisa that she needs to get the cancellation notice ASAP otherwise I have to pay for the room because it would be too late to lease it to other guest. I continued to call hotels.com and eventually got an agent. The agent agreed to call the hotel to cancel the first night. However, Lisa never got any notice from hotels.com so eventually I have to pay for the night I didn”t stay. Later I called hotels.com to complain about the situation. In my opinion, hotels.com”s poor customer service caused my lost so they should compensate it. The agent I spoke to was very unfriendly. He kept on telling me this is my fault because I booked the hotel a month ago I should cancel earlier instead of the same day. Well, how can I foresee my flight would be delayed a month ago? Then he claimed since the hotel won”t refund them money, so they couldn”t refund me anything. The truth was the hotel was willing to refund me my payment, because hotels.com was unable to assist, it caused my lost. All I got from the agent was “there is nothing we can do”. I haven”t been with hotels.com for years, I am very disappointed about this company and will never use their service from now on.
Hotels.com Reviews & Complaints
I booked 3 nights at a hotel using Hotels.com. They charged my credit card immediately. When I arrived at the hotel they only had me down for 2 nights. They offered to book a 3rd night and suggested I contact Hotels.com. I booked the third night directly with the hotel. The next day I contacted Hotels.com and they wasted an hour of my time correcting their mistake. At the end of the conversation I noticed the direct rate with the hotel was significantly lower than the Hotels.com rate. I asked them to honor their price match guarantee and they refused. After staying at the hotel for 2 nights I got my invoice telling me it was checkout day. I went to the desk and they explained that Hotels.com had cancelled the third night I booked directly with the hotel, and so I had to checkout after 2 days and check back in for the third day. I did that. I then used the receipt from the direct hotel booking to open a “Price Match Guarantee” claim on the Hotels.com website. They refused. I went back and for through 10 emails, asking to have my case escalated. I’ve lost patience, and now I’m going to file a complaint with my state attorney general.
Hotels.com Reviews & Complaints
I booked a few hotel rooms through Hotels.com for our road trip we were on. Our timing changed a bit so I had to cancel two different hotel stays…Hotels.com made it very easy to use their 800 number and cancel over their automated phone service which I did for both hotels..at separate times. My reservation [protected] booked on June 8th for check in on June 21st…however was still charged to my credit card even though I cancelled before the cutoff time of 6pm…My other hotel room was never charged..no problem..I didn’t receive a cancellation number for either phone call for either hotel so I didn’t think it was necessary to have one. I feel they should credit me back for the hotel charge. Ironically when I contacted the hotel itself, Country Inn and Suites NE they informed me that Hotels.com had been in contact with them and claimed they were going to issue a cancellation request to them shortly after I had been on the phone and in contact with Hotels.com numerous times
Hotels.com Reviews & Complaints
I booked a hotel and paid for free cancellation I cancelled the hotel booking on 4 June, the hotel booking was for 7 June Hotel, com have confirmed that they did not send the cancellation email to the hotel. Therefore the hotel have billed me on 7 june ! I have now message twice and rang once and on 3 occasions been told that someone will process the refund, but it has still not been processed. I will incur interest on my credit card if the balance is not paid in full by the due date which is going to happen should you not make the refund. I expect hotel.comto sort this ASAP as these was there error not sending the cancelation to the hotel Booking ref was [protected] name Rebecca Holland telephone [protected] becky.[protected]@gmail.com If someone doesn’t resolved by Monday ill call my credit card and dispute the transaction !
Hotels.com Reviews & Complaints
I booked a hotel at Oak Tree Inn, Lincoln, Ne through hotels.com for Aug 18-Aug 20th. I get to Oak Tree [protected]@ 5:30 to check in…my event was scheduled to start @7:30. I was told when arriving at Oak Tree, that all of the hotels that were booked through a 3rd party were released, because they were overbooked and I should have received an email stating what took place and that hotels.com would find another hotel for me.(i did not receive that email) I called, and was told there was another hotel available 2 miles away at Travelodge, there rates were more expensive, but hotels.com would honor the original rate of $173.92 that I was quoted and would pay for the difference. The call rep took my cc to confirm reservation at new hotel. Once I got to Travel lodge they authorized my card for $192. The next day, I decided this hotel was nothing near what I had originally booked. I went from a 4star hotel to a 2star hotel which made me and my son very uncomfortable. I went to the front desk while speaking to Gray (10:36a 8/19) from hotels.com to advise about the extra charge and to see if I could check out early, at the front desk I spoke to Gayle (manager) I asked if I could check out and only be charged for 1 night. She stated yes, as long as hotels.com had no problem with that. Gray put me on hold and contacted the hotel to confirm it was okay for me to check out early and only be charged for one night. Gray got back on the phone with me and said to send a receipt from the hotel to confirm the one night and that I checked out. I emailed my receipt right away and received a confirmation and case #[protected]. Once I checked out Travel lodge credited back the $192 and charged me $96.02 for one night. However, I still was charged by hotels.com for $173.00. So doing a little math here, I should have only been charged $86.96 (half of $173 for one night) hotels.com would cover the difference of $9.06 from the rate I was charged by Travel lodge which means I should be credited $182.98 from Travel lodge or at least credit me back the $173.00. I called this morning 8/23/17 @ 10:57a to check the status of this issue and Sonny was no help. He was not listening, he stated he needed to contact Travel lodge to confirm it was okay to check out early which Gray already did when I checked out, Sonny also said he needed to speak to Travel lodge to have them refund the $96.02. I was on the phone with Sonny for 30 minutes and nothing was resolved. Sonny also stated that the previous rep I spoke to (Gray) did not document the file. Which really upsets me. The most difficult thing for me is, this was supposed to be a back to school trip for myself and my son, it was the 1 year after my grandmother had passed and her birthday was Aug 19th. Trying to have a great time and not be an emotional mess, but dealing with this hotel issue was really frustrating and was to no fault of ours. Our whole time in Lincoln we had a blast, but the hotel situation put a damper on my bank acct and my Friday prior to my event. I need this to be resolved ASAP. I am a single mother who does not have extra money in my account to cover mistakes.
Hotels.com Reviews & Complaints
I booked a hotel for Greenville, SC for Nov 2-3, 2018 and with this booking I was supposed to get a second night for free. When I called customer support, they did not help me at all and this has made me very disappointed with hotels.com. If this issue does not get fixed, I will be moving my bookings to another site. I have been booking through hotels.com for over 3 years and never had an issue. Someone has always helped me and given me the help that I need. I don’t know what has happened this time.
Hotels.com Reviews & Complaints
I booked a hotel in Antibes, France through Hotels.com and the price was $133.86 per night. It also said that there were only 3 rooms left. Once I booked, I refreshed the search and there was a new price of $61 per night! And at least 4 rooms available. I am very disappointed with Hotels.com because this is not the first time this happens. I feel like being scammed! It would be much better and cheaper to book the hotels directly and get a real price that is 50% less than what you list on your site! The “free” 11th night isn’t free at all and comes with jacked up prices of the 10 nights. Buyers beware!
Hotels.com Reviews & Complaints
I booked a hotel in London – Travelodge London Central Southwark (1635475) for my stay from 12/10-12/14 and received an email from hotels.com reservation service saying that the hotel is overbooked and that I can consider an alternative option (Central Park Hotel). According to the email that I have received the distance between the original property and the property that they have offered is “within 2 minutes by walking distance”, which is not correct. (in fact the distance between the two properties were 24 minutes apart by CAR) I called today (November 4th Friday) to notify them that they have given me the wrong information and to see what other alternative choices that I have. During the process I have been put on a hold for more than 20 minutes without any pre-notification and got disconnected. When I called again Jeff received a call and when I told him about the situation, he hung up on me immediately. I called again and Irving received my call and was transferred again to the right department and given an alternative option with cheaper price. Angela, who assisted me during the process did not notify me about the price difference (the new alternative was cheaper than originally booked property) and insisted to confirm via phone while I was outside and could not check the details about the property that hotels.com given me as an alternative. One thing that they could do is apologize for the wrong information provided to me first of all, and about the attitude of hanging up on its customers, and not being flexible to meet the customer”s circumstances, and not providing proper guidelines about the price differences and how this may affect my reservation.
Hotels.com Reviews & Complaints
I booked a hotel room with hotels.com and I got a charge from them and the hotel themselves. I noticed that hotels.com was $231.00 more than the actual hotel. When I tried to get a refund because they say they have the lowest price all they kept saying was they were the lowest price at the time. I explained to them that I had the charge from them and the charge from the hotel within an hour. The customer service people stated that they could give me a refund and then told me it was a typo. I have included the conversation where she typed out “can issues a refund” Then when I pointed out that they can she said typo. Totally understand that you’d want to have the lowest possible rate for your booking. We’d like to inform you that we pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website/confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by Hotels.com to compensate us for our services. Hotel pricing and availability are always subject to change. It is possible the price that the hotel charged you is the going rate now, and not what it was prior. Rest assured you paid the lowest price available at the time of booking. For that reason, we can issue any refunds for the difference of the rates. Hope for your kind understanding on this matter. So you can issue a refund according to your last paragraph. I find that the lowest rate is not accurate due to the fact that they charged the card the same night y’all did. I will keep this in mind and will probably not use y’all again if a refund can not be done even though you said it can be in the last paragraph
Hotels.com Reviews & Complaints
I booked a hotel stay through hotels.com and despite 2 weeks of phoning up requesting a refund due to poor customer service and disgusting hotel room I am still waiting.on numerous phone calls I was told I would get a refund then told I wouldn’t be! I am not happy I will be fighting this to the end along with reporting hotels.com if this isn’t sorted as you have supplied false information an taken my money for a dirty hotel I am shocked by the service I have received
Hotels.com Reviews & Complaints
I booked a hotel under stress from Hurricane Irma. It was Thursday if last week confirmation [protected]. I live 5 hours away in Jacksonville, Florida and in an attempt to avoid the hurricane coming for me, I booked the room in Destin, Fl for my family and I. Well, Friday the storm shifted West and I could no longer travel ti destin. My credit card was still pending and hotels don’t com said I can’t get a refund. Apparently the hotel would allow it. I really need this refund as I was in desperate times. I still don’t have power at my house and the $800 hotel that I never used is money that is much needed. Also, almost $300 of the fee was for a cleaning fee? I never even checked in, so surely at a minimum I should not have to pay that. I need hotels.com to make this right, because I trust hotels.com and use you every time I need a hotel.
Hotels.com Reviews & Complaints
I booked a hotel with this website January 2017. Unfortunately my airline changed my flights, the hotel that I booked was no longer needed. When I called Hotels.com to cancel my hotel reservations they told me they would not refund my money $700.00. When asked if I could have a voucher to use at another hotel on another date because I was traveling to CA from NH. They told me that would do that. The only thing I could do was change my dates for the hotel in CA. I am never going to go to CA for one day to change my hotel reservations to an alternate and the Hotel that I booked would not help. Hotels.com is a rip and I will never use there services again, nor will I use the Hotel in CA.
Hotels.com Reviews & Complaints
I booked a king room at the Asbury Hotel in Asbury Park, NJ for the night of 2/18/17. Shortly before arriving, I was informed that the room was not available and all they had available was a room with 2 double beds. The hotel blamed it on hotels.com. Since it was too late to try and find another hotel, I had to take it. It was my boyfriend”s 60th birthday which I was surprising him with an overnight stay in Asbury Park. The beds were extremely small for 2 adults. In addition, we were woken at 1 am by the sound of fire alarms which continued for about an hour and even though they told us to stay in our room, it was impossible to because of the extremely loud noise of the alarms. After returning to our room and falling back to sleep, the alarm went off again. It was very frustrating and extremely disappointed for what was supposed to be a birthday celebration.
Hotels.com Reviews & Complaints
I booked a motel in Old Forge, NY for September 21, 2019 check in and check out September 22. The reservation was made on September 3rd. My wife and I arrived at the motel on September 21st and found we did not have a reservation. In checking further the front desk noticed that we were scheduled for September 12-13. We did not book this reservation for September 12-13, we booked it for September 21 to 22 to stay after a wedding we had been to. Hotels.com is putting the blame on the motel we were to stay at. It was not their mistake. It was Hotels.com who made the mistake and booked us incorrectly. Since we got to the motel and found we didn’t have a reservation, we also found that they had no vacancy as did most other motels in the area. We finally found one that cost us more than 3 times what we would have paid, which we actually had already paid. We booked and paid for the room for $76.96 and had to pay $246.81 for the room we found. If we could afford $323.77 for a room we would have booked one for that price. I assumed that the booking was done correctly. We are full time caregivers to my 96 year old mother with dementia and have limited time to make our plans. I expect that you will reimburse us for at least the $76.96. Please respond to Thomas Dickinson at [protected]@hotmail.com Confirmation # [protected]
Hotels.com Reviews & Complaints
I booked a package deal for me and my girlfriend. The system you have or your employees pushed our names together so they do not match what is in our id. We missed our flight, we missed a day of work and have to buy new tickets due to tsa not letting us board. You should compensate for this loss. It is unnacepptble. This whole fiasco by one of your employees or system you have in place caused this. If I dont hear from someone or something to resolve this issue I will be filing a complaint with every imaginable agency that I can find. The part of this expeirnce that has both of us the most upset is missing out on work as we have major responsibilites that we have to be on time for. This could have devasting consequences for us in our work not being back when we were scheduled too. This comnpany needs to to make this right as I have used you for years and am a member
Hotels.com Reviews & Complaints
I booked a reservation 10/8/2018 for a room in LA. Booking screen clearly stated i could cancel 10/10/2018. I canceled 10/9/2018. Now hotels.com says i have a $250 penalty the room price is $222. penalty includes tax?? No consideration from the rude manager of customer service Victoria F. I was told that Hilton has a 48-hour cancellation policy. However I did a mock booking with her showing that there are multiple cancellation options depending on the price you pay for the room and there are 24 hour cancellation options which is what I booked under. No consideration for the accuracy of my statement they still continued to hold that they would charge me the entire cancellation policy. Where is the ability to fight the fairness of this?
Hotels.com Reviews & Complaints
I booked a reservation for a hotel in NYC; I booked this reservation at the beginning of the year, and at the time of booking, the confirmation statement read, “you will be charged by the hotel at the time you check in or check out”. In July, I received notification from the property that they had been unsuccessful in obtaining funds from the credit card I used at the time of booking the reservation. In October, I received another notification and was advised that as a result, my hotel reservation had been canceled. I didn”t pursue the matter because others in the party had changed their plans about traveling to NYC, so I left it alone. On December 13, I looked at the credit card statement and was alarmed that I had been charged for a hotel reservation for which I had received a cancellation notification about. How is that possible?
Hotels.com Reviews & Complaints
I booked a reservation from 9/25/2017-9/29/2017 through Hotels.com for the Tides Folly Beach and paid in full on August 11, 2017. My confirmation was emailed to me and the number is [protected]. I then received a second email confirmation/reminder on September 21, 2017. Upon traveling to our destination September 25, 2017 we arrived at the hotel only to find that it was closed due to hurricane damage. There was no attempt to contact us either from Hotels.com or Tides Folly Beach to notify us of this situation so we could make other arrangements prior to our trip. We were able to cancel the reservation and receive a credit for the cost but we were put in an extremely difficult position to find a new place to stay in an area were beach front hotels are very limited and there were none available at that short notice. We only get one vacation a year and this was a very big deal for us. We never were able to book a beach front hotel and ended up spending our once a year vacation in a situation that was not at all what we had planned and paid for well in advance. I am beyond disappointed in the customer service of Hotels.com. When we contacted a representative we were told we had been texted and emailed about the closing of the hotel but we had not been. We were not offered any discounted options for our troubles considering we had traveled quite a distance and had no place to stay. I am truly disappointed in Hotels.com with this experience. It is shocking to me the lack of acceptance of responsibility the customer service agent expressed. Needless to say we don’t intend to trust Hotels.com with our future travels.
Hotels.com Reviews & Complaints
I booked a reservations online with hotels.com for a one night stay at Fantasyland Hotel in Edmonton, Alberta, Canada for August 15. The amount showing online was in Canadian dollars for the amount of $227.53. However, when I received my visa bill today the amount charged out was $311.11 US amount. I made sure, when booking this hotel, that it was in Canadian funds. This is not acceptable. It is the second time it has happened and nothing was done the first time. I am requesting a refund in the amount of $83.58. Please note that I will not use hotels.com again. This has never been a problem when using other booking websites like tripadvisor and expedia.
Hotels.com Reviews & Complaints
I booked a room at Holiday Inn express through Hotels.com for one of our family vacation for four nights. Something came up and we had to check out a day early. I brought it up with Holiday Inn Express as soon as I knew about our early check out and they asked me to call Hotels.com. I called them and hotels.com said everything is taken care of. After couple of days found that the hotel charged me for the night I didn’t stay. When I called the Holiday Inn Express, they asked me to call Hotels.com and they will fix it. Hotels.com directed me back to Holiday Inn Express again. This has been going on for two weeks now, neither Holiday Inn express nor Hotels.com, refunded my money so far. This was my first time using Hotels.com, and it has been very unpleasant. Same with Holiday Inn express. I am really disappointed at hoe such big brands can get away with such unpleasant experiences. Lesson learned for me, never stay at Holiday Inn and also never use Hotels.com to book a hotel.
Hotels.com Reviews & Complaints
I booked a room at Sonesta ES Suites South Brunswick – Princeton And the conformation number is 65621SB022127. I was planned to stay for 21 apr 2017 and 22 apr 2017. When I checked in the hotel I was not provided any room.It was night 9.00 pm and I am at the road with two kids with out any room. I was denayed room even though I booked it earlier and I had conformation for that. When I checked with front desk, he was blunt and rude. When I called Sonesta reservations they informed that they will get a room in Sonesta Prinston but unsuccessful. Finally I got a room at holiday inn with a very high price than what I reserved in Sonesta ES Suites South Brunswick – Princeton. I am totally upset about this. I had to roam searching for rooms for few hours with my kids at car and I had to spend 200% more than what I booked with Sonesta ES Suites South Brunswick . I do not know why Sonesta behaved to me so? What sort of compensation they can make for all my unnecessary hassles . What sort of compensation Sonesta can make for my over pay for my stay on the two days? With this I would say that this is my worst experience with any hotel and I say Sonesta ES Suites South Brunswick – Princeton is the world hotel I have ever stayed.
Hotels.com Reviews & Complaints
I booked a room for January. Confirmation code- [protected]. My flight got cancelled due to weather and I had to cancel my room. I was told that I would get a full refund. I had bought a Hotels.com gift card, and used it on some of the reservation. Your company was supposed to refund me with a $350 gift card. I got an email with the gift card. On the e-mail is said a $350 refund. When I finally opened the e-gift card to use, the balance on the card was only $93. I had never used the card. I spent 2 hours on the phone being bounced back and fourth between departments who kept saying they couldn’t help me, it was the other departments problem. I finally gave up and tried to get help on-line. I never had anyone get in contact with me from that. I tried to call again yesterday, because I made a reservation from your company. I got the run around again. I begged the lady Joanne (employee number 089999) to let me speak to a manager and not send me to another department again, but she said her manager would only tell me what she did and refused to let me speak to a manager. Then she put me on hold. After about 20 minutes, I gave up and hung up. Today, I have made 4 calls to speak to a manager, and I have not talking to one yet. I have been hung up on, told they could not hear me (manager Mark) and this last time I spoke to Martin in customer service (he refused to give me his last name and said they didn’t have employee numbers) and he just put me on hold and never came back to me. This is my last resort. I am going to get a lawyer if I do not get this matter settled either by getting a new gift card in my e-mail with the correct amount, or a manager calling me at [protected]. At this point, it either has to be fraud or theft.
Hotels.com Reviews & Complaints
I booked a room online through hotels.com nowhere did it disclose that by booking a room at this property I would subjected to their cattlemill marketing protocol before being allowed to have my key… That I paid for online days in advance… Just so I would not have to wait in line. Not only did I have to “wait” but it took an hour just to check in??? The poor elderly folks that were before me did not know what to do. They had incontinence and bad knees and a bad back… I felt as though I were being lined up to be sent of to a concentration camp. Then just when I thought that it couldn”t get much worse the cut the line in half directly behind me and started a second line??? All they actually did was take the folks from behind and serve the first?? My ex husband actually sold for this company after I left him in 2011 only he worked in tn so I know that they cherry pick couples they think they sell… Screw the others that have been standing there waiting their turn for am hour. I insisted that the elderly couple be assisted ahead of myself at least. Some douchbag wanna be hells angels miscreant had to speak up and let me know that he was aware that I was next. I thanked him for his valuable attention as I am sure that was short changing some daddyless stripper somewhere… Save your attention for the presentation you”re about to be subjected to. It”s fine if you go in knowing that is what your getting. However, at no time did this property disclose that they were going to steal over an hour of my time for their own purposes. I paid for a room not the bullcrap.
Hotels.com Reviews & Complaints
I booked a room with Hotels.com for 4-16-18. I had wanted to stop and stay in Buffalo, WY. The Hotels.com website had a hotel by the name of the Buffalo Inn pop up with a “Great Rate” of $60 and a rating of “fabulous” but it was advertised as being 37 miles further away in Sheridan, WY. Please see the screenshot photo attached below for verification of the advertised location. I decided to drive a little further so that I could stay in this nice hotel and I booked the room. When I got to Sheridan, WY I pulled over to bring up the Buffalo Inn on my phone only to find out that the hotel was actually in back Buffalo, WY where I had wanted to stay. I called Hotels.com and was with the first representative for over 30 minutes before being disconnected. I took a screenshot at 26 minutes. Please see attached screenshot photo. I called back and was forgotten on hold. I hung up and called a 3rd time where I was able to speak to a manager. The manager said that he was able to provide a refund but was unable to provide a replacement room for me in Sheridan, WY. The whole process took about an hour and a half and I ended up having to find a hotel room in Sheridan, WY on my own since Hotels.com had no interest in righting their wrong. Hands down the worst customer service I have ever experienced.
Hotels.com Reviews & Complaints
I booked and PAID for in full 8 months in advance an apartment with the Sweet Inn Les Halles in Paris this July 2018 for my family of 5 (3 children, 8, 6, and 3). While traveling by car from the south of France to Paris, we got a phone call from Hotels. com that our apartment was unavailable. It took over 8 hours to resolve as their system was done, conversations with 6 different individuals, all of our phone minutes and multiple overage charges (in excess of $50) because we had to make soo many phone calls. They were unable to rebook us anywhere near the place we had originally booked. When we were finally rebooked in a microscopic one bedroom we had to pay for all the additional city taxes at the now, much higher rate. We were also unable to cook any of our meals, as we had originally planned in booking an apartment, and spent hundreds of extra dollars in eating out.. with 3 kids. it was a nightmare. I have used hotels.com, and was, until now a loyal customer. NEVER AGAIN. Even more aggrivating, is that we called and spoke with the hotel and confirmed our reservation and parking THE DAY BEFORE. I should expect for all of our expenses to be refunded, cost of our phone and meals reimbursed. Of course, this was never offered.
Hotels.com Reviews & Complaints
I booked and paid in full for 3 nights in April for a November reservation. Now, in October, more than 2 weeks prior I had to change my reservation. First I was told it was impossible to change from 3 nights to 1, per hotel policy. A clear lie. After quite run around I finally was able speak with a hotels.com rep who said he could cancel the 2 nights and check availability on the 3rd even though I already had a room booked. Surprise, surprise, the only room available was for much more than the original room price. I could see on the hotel website that a cheaper room was available. My option was to allow myself to be up-charged or cancel and accept the penalty – of almost $250. This is dishonest business practice. I do not see on your site anywhere you say that you can offer only some of the rooms at a particular hotel. You also have the most inane cancellation policy. “If one cancels within 3 days one pays one day’s booking -if one cancels before 3 days one pays one day’s booking. In other words you should say “If you book with us and change anything you pay the penalty” Be careful who you trust. Certainly not Hotels.com
Hotels.com Reviews & Complaints
I booked many hotels with Hotels.com, but there was a booking under my bookings that was not mine, it wasn”t even for the dates that I needed, they refused to refund the money, and they cancelled the booking without informing me, and they did not want to refund me for the $1350 dollars that they took of my credit card. I have contact hotels.com, but they don”t care nor do they want to help.
Hotels.com Reviews & Complaints
I booked my hotel in Singapore to find out in the am that my reservation had been canceled. They claimed that the fraud team canceled my booking after fully charging my credit card. They made it look like as if I had canceled my booking via email. Long story short, I had no hotel reservation after traveling with 2 young children overseas, awful customer service and a full charge to my credit card. I spent several hours making oversears calls to the company. Clear credit card fraud/if a transaction looks fraudulent do not charge a person”s cc.Stay away from this company. Worst experience ever!!!
Hotels.com Reviews & Complaints
I booked numerous of nights on hotels.comi am suppose to get a free night however they locked it claiming they didn’t receive the rest of the confirmation from the hotel .But they started a whole new 10 nights again. P.s other websites charge $10 to $15 less for a night hotels.com charge more I do not understand how I got one night locked and then on my next one I am three days closer to another free night when they didn’t even let me use my 1st free night.
Hotels.com Reviews & Complaints
I booked online at Hotels.com for a room with 2 Queen beds. The area I clicked on specifically said 2 Queen beds. I had a reservation # [protected] for Dec. 30th till Jan. 1 in Nacadoches Texas for Hampton Inn & Suites. Upon arrival they put me in a room with a king bed & couch. This wouldn”t work as myself or daughter would sleep on the couch with kids. I had to purchase another room which I really didn”t have the money to spend on another room. I think Hotels.com should have to reimburse me for the $223.74 that I had to spend on another room. The desk clerk said Hotels.com was over booking the hotel, not checking to see what was available and leaving them scrambling trying to find people another hotel.
Hotels.com Reviews & Complaints
I booked some hotels but cancelled them. I called and was told I could not get my money back for 3-5 days even tho I explained that I was visiting a different state and did not have any money because of them holding it and needed them to provide me my money back for me to get another hotel. I was denied due to policy now I”m wondering how you feel about leaving family homeless and hungry on a vacation gone wrong. I need someone to call me on this. [protected], [protected], & [protected]
Hotels.com Reviews & Complaints
I booked the canalta hotel, in hanna, alberta for april 9, 10 & 11, 2017. I did not select any other currency (Which is an option) when I booked other than the default cdn currency showing at the top of the screen. When I received my confirmation, I didn”t really look at the amount I was charged for the hotel on my credit card statement until after my stay when I started putting together my expense account. I have stayed in this hotel numerous times but discovered when I looked more closely at my credit card statement hotels.com had charged me roughly the correct amount ($353.28) but in us currency. When this amount is converted to cdn, it worked out to $483.26 about 35 -40% more for the hotel room than if I had just showed up off the street and asked for a room. The hotels.com customer service on fixing this has been horrific. They claimed I changed the currency at the top of the website to us. They said, “do you see the $ sign, that means us not cdn. Currency”. They indicated nothing now could be done about this error as it was all historical. I absolutely will not let hotels.com scam me and make me pay the extra $129.98 cdn. I have many other avenues of complaint but I thought I would try this as I have tried the telephone and finally after waiting a long time got to talk to a manager. I will discuss this with my credit card company, bbb, the canalta hotel chain, social media, whatever it takes. Hotels.com will not take this money from me. My confirmation number on this is [protected]. My e-mail address is [protected]@shaw. Ca. I will give this a couple of days before I proceed further.
Hotels.com Reviews & Complaints
I booked this hotel with booking.com. We arrived at the hotel and checked in, we went to are room, open the door, when we turned on the light we saw several cockroaches scattering! And then the smell hit us, the smell of urine and face”s was Unreal! The beds were dirty there was urine all along door jamb corner. We couldn”t enter the room any further we had to turn around before we got sick. We went to the front desk manager on duty. And told her that the room was unacceptable. She didn”t offer us another room, I wouldn”t have taken it anyway! What she did say was that we had to pay for the first night no matter what. If there was to be any more communication about this it would have to be through booking.com where I book the hotel from online. I called booking.com they immediately called the front desk persons try to get this resolved and so far they cancelled the room hoping that my credit card wouldn”t be charged. they were continuing to look into it. This hotel is not fit or sanitary! I”m sure if someone came in there and inspected, most if not all of the rooms would be shut down.
Hotels.com Reviews & Complaints
I booked through Hotels.com on September 26th, 2018 for a stay at Grand Lodge Crested Butte (Feb 19-24th) at first the website said it would charge 1 night”s accommodation but charged the full amount of $1, 183 for all 4 days. I cancelled this on January 3rd 2019 and they told me that my credit card would be refunded in 7 days. I rebooked a 1 bedroom with the Vail Reservations directly as they seemed easier to work with however that was soon a very big disappointment. The agent even laughed when I told him about hotels.com since they are a known disaster to work with. I spoke to hotels.com on January 12th we told me they can no longer help and I would need to speak with the Vail Wholesale department to get my refund. Just like that Hotels.com walked away! My daughter is racing in the Prader Cup in Crested Butte so it”s a very expensive ski race for parents. I called them on the 12th of January, 2019 and they assured me my refund was processing. No refund 10 days later, no follow up with me like they said they would. I called back myself on the 22nd of January, 2019 and Amanda said that it should still be processing and she would reach out to accounting – still nothing but in the meantime I now had another full charge of $1, 413.00 for my upcoming stay. Obviously no problem charging money just getting it back. I was told they just acquired Crested Butte and the reservations team was still learning. Now 25 days after the cancellation I call back and speak with the assistant manager of wholesale reservations who says she can process my cancellation over the phone and I will definitely get it in another 10 days. I had to provide another credit card because they no longer have the numbers and she explained it was their issue because they changed systems and a lot of customer”s money is floating around. I am glad it”s my 3rd call trying to find where my refund was since if I didn”t call again nothing would have happened. I asked for either a discount or upgrade since they had owned all the problems but NO nothing can be done on their side perhaps I could get in touch with the front desk agent at the hotel directly. I have worked in 5 star hospitality in Aspen for 15 years what front desk agent can deal with offering a discount or upgrade?? They want the customer to call and ask a front deck agent!!! Each person has just blamed the next and each step up nothing can be done. I asked Rachel to reach out to the General Manager of the resort and at least have some follow up with me. This is a great start to a 4 night stay at Grand Lodge Crested Butte where I am paying $467.00 per night for a 3 star hotel. Not impressed with Vail at this point and how this has been handled. There seems to be a huge communication gap from reservations to the hotel and lack of ownership from each department. All the managers can say is I understand – how would they feel as the customer? How about offering a free breakfast or lift tickets at least Aspen would know how to make the guest feel appreciated! I look forward to some follow up from someone. We are there to ski race with and enjoy Crested Butte. Jacquelyn Carr 970.948.2490
Hotels.com Reviews & Complaints
I booked to stay at Kuta town house, indonesia, and received reservation confirmation and total price to pay at accommodation, by email. I arrived with my 3 children to be told we had no booking, after an hour or so we were given a room and told to come back to reception the next morn which we did, We were then moved to another room (which was really nice) I then tried to pay but lady would not take payment until I checked out. I payed my mini bar bill each morning and received receipts. When I did come to check out there was nobody on the desk, and the 2 security guards whom I had to check out with told me my reservation was $300 more (he had the price hand written o a piece of paper) than confirmed, plus the receipts for mini bar he claimed were not paid and that I still owed them even though I had receipts and they said paid on them! then he proceeded to demand $333 for a restaurant bill (theses are paid up front) this all totalled over $700 which I did not have nor owe, I nearly missed my flight due to them refusing to let me leave until I paid this money, I was very distressed as were my children. After a phone call to the manager a lady who could not speak very good english, she agreed to original price but I also had to pay mini bar again! $77. It was a nightmare and very scary for myself and my children. Most of the staff were lovely and the hotel is very clean and well equipped but this was a scary experience. Your sincerely Christina warning
Hotels.com Reviews & Complaints
I booked two rooms with Hotel.com on 26.09.15 over the phone. When I got to the hotel I showed them my reservations, they booked me into one room, when checking me into the second room they advised Hotel.com has not booked the second room even though they had taken the full payment straight away. I was astonished as I had my reservation on email, however they refused to provide the room as Hotel.com had not booked it. I then contacted Hotel.com who then advised they would need to speak to the Hotel management as they did. They were very rude to the hotel management and when speaking to me again the lady refused to provide me with a full refund. She wanted to relocate me after attempting to sort out the situation for over and hour, even though the hotel had confirmed they would not refund the one room that they had booked us into and which I had already paid for. I found their service absolutely disgusting, their employees seemed to be from abroad they had no concern for my well being, they were more interested in Hotel.coms financial interest. It was for my first time in London with my partner and my friends, they caused me a great deal of awkwardness and stress, I now look like a very incompetent person in front of them, they had no concern fore anything and hung up on me on five different occasions. I would not recommend anybody to use this company, usually cheaper to ring the Hotel directly or use a more reliable company who is based in the UK. Absolutely astonished how these companies are still operating
Hotels.com Reviews & Complaints
I booked with the Edinburgh Lodge Hotel in the west end last year 2016. They immediately charged my credit card. Due to unforeseen circumstances my wife was refused a visa to the UK for no reason other than they just refused it. The hotel then refused to refund my full 456 pounds for a 1 week stay (600 dollars) They made excuses upon excuses, change of owner, we don”t have a booking reference etc they Hang up, block you communicating with them and they refuse point blank to refund any monies. Avoid this [censor] hotel like the plague they really are the worst hotel I have ever had the displeasure to deal with.
Hotels.com Reviews & Complaints
I called Hotels.com to change the number of travellers in my reservation ..kayla helped me and said that was easy and said she fixed it and will refund me 200 $ because there was a price drop ..I asked her to confirm that it was the same suite with ocean front view premium level and she confirmed it’s the same suite..I recieve a confirmation email that shows my reservation was changed it a superior room with no view no internet …when I called they showed the least responsible respond from agent Heather to manager Kevin who said will call the hotel and call me back but never did.. this room they switched me to at the time I booked was 100 $or more less then my suite ..but I always chose to pay more for the view . Until now nothing was done ..I m a regular customer with hotels .com ..I spenf from [protected]$ per year and this service is totally unacceptable . And if i dont get an appropriate fix apology for what happen I ‘Ll just delete the app and never use hotel.com again .worst customer service ever This is the confirmation #I have (after they messed up ) [protected]-1 Ny name is Neveen Ibrahim .email [protected]@yahoo.com Phone [protected]
Hotels.com Reviews & Complaints
I called hotels.com to use my free night which I collected after booking 10 nights. I had been told months ago that this free night would not expire. Tonight when I called, the customer service representative told me it wS expired and there was nothing she could do…really? The reason why I”ve used hotels.com is precisely for the book 10 nights, get 1 free. I spent $2000.00 and was looking forward to using my free night. I feel as if I”ve been robbed and scammed.
Hotels.com Reviews & Complaints
I called Hotels.com to verify a specific room type was available. I wanted a room that had a double sofa bed and a king bed in a separate room with a door. The agent assured me this room type was available (only 5 left). I went ahead and booked the the room. I arrive at the hotel and the sofa and king bed are all in the same room. I called hotels.com to find out what happened to the room I requested. They had no answer and only offered me a $100 credit for a future booking with them. The room tupe i requested was all booked, since the hotel was sold out. They charged me for the more expensive room I requested, but booked me the cheaper room. I went back to their website to make sure I didn’t read the wrong information, and sure enough the description reads “separate bedroom”. Now the cancellation policy won’t allow them to refund any of my money. Why would I have any confidence to book with them again with their $100 credit? This has the feel of some type of scam they are running, by charging me for the more expensive room and reserving a cheaper one and pocketing the difference. Seems like a ponze skeem. If I wanted 2 beds in the same area, I would have booked a double room at a cheaper hotel. I didn’t need a kitchen and full size fridge. I only needed beds in separate rooms.
Hotels.com Reviews & Complaints
I called t.Co/4ayutdgh97 to get my refund status he said that i would have to buy a t.Co/4ayutdgh97 or pay pal or ebay card of $100.00 so i can get my refund it would be $169.00 i bought card gave him info on card then he said jt wasnt valid he told me buy another card for $200 that was an ebay gift card i told him why he said not to worry that there t.Co/4ayutdgh97 and that they wouldnt scam anyone so i did he eve passed me to his manager manager told me not to worry that i was gonna get my money and it was a total of $369.00 nothing they robbed me.
Hotels.com Reviews & Complaints
I called today 03/05/2019 from skype but my phone is [protected]. To express my inconvenient of why hotel.com for the first time is charging me too much difference for galatia villas, santorini compared by expedia.com.in booking total of charge was $264.96 and expedia $180.30. The first one answered me, checked on both web site and said yes there is a difference and tried to match to be $192 and that is the max that he can get. I told him still is not the same. So he transferred me to a lady call maya. She was lazy and with a cold voice is go and reserve in hoteles.com first and then file a complain and I said not logic to do that, if you can check the 2 prices and if you can match I will pay now on the phone with you. The answer was that is not an option. When I insist.in a very borry and lazy way she said she accessed expedia and was the same price $264.96 I said it’s impossible to be the exact same prices if am seeing it at $180.30 even the first guy saw a lower price than the $264, she said so I am free of choice to pick witch web site. I told here you are loosing a loyal client that way and a sale, I asked where I can send to her a screen shot to see what am seeing, she said send it to billing but you have to reserve first. As I was very angry I told here here what I will do. I will book with expedia and I will file a complain with your name on it and screen shot attached to see that there was a mistake and you didn’t care to fix it. She said you are free to do what ever you want and she is just following the procedures. I guess as a loyal customer and if you check my account you will see that I am using hotels for my tourism business now. But with that way of treatment I doubt if I will be using your site or other one as she said that I am free of choice. My experience with hotels.com was very good until today. Action is needed I will attach my purchase from expedia today so whoever cares can believe that the client was right
Hotels.com Reviews & Complaints
I contacted customer service about 1 am to reserve a room at that time . The lady told me she would send an email confirmation. I never received it. However, money was taken or of my bank account for the room. When I arrived at the hotel there was no reservation. I called hotels.com to get the confirmation number, they could not locate it, transferring me back and forth to different departments, a supervisor, then another department, which finally found the reservation, which was scheduled for the next day, which is not what I called and reserved. They claimed they would refund my money, which was already taken or of my account, and I had to actually pay the hotel for a room thus morning on top of already paying hotels.com. I am completely irritated and unsatisfied with the lack of quality customer service and probably will not use hotels.com in the future.
Hotels.com Reviews & Complaints
I contacted Hotels.com via the instant chat box. Please see the copied and pasted conversation below. I have not yet been contacted to resolve this issue. please reply. thank you. “Hi, I”m the Hotels.com bot. I can help you cancel or reconfirm your upcoming booking. And if you ask me something I cannot yet help with, I”ll quickly connect you with a friendly customer service agent. Upcoming booking Something else Something else Great, let”s test my general knowledge. Ask me anything you like. We had a non refundable reservation last night. We checked in only to discover there was no control for the heat in our room. It was 80 degrees in the room. The front desks only suggestion was to open the windows. We were on the first floor of the inn. People were walking by and there wasn”t even screens on the windows. We chose to leave the hotel and find a room elsewhere. Is there anything we can do to get a refund? You”ll need to connect with an agent for this. Choose “Message agent”. Message agent Message agent OK, I”ll get an agent to help you shortly. Our confirmation number was 153230254778 Hi, Lynne! Sorry for the delayed response as we are getting more messages than normal. Oh, no! So sorry to hear about the experience you had. We”d like to help. What”s your email address? [protected]@gmail.com Got it! Are they aware that you left already because of these issues? Yes they came into the room before we left to see how warm it was. Still 80 after the windows had been open for over an hour Let me call them now to discuss this matter and ask for a refund. Btw, do you happen to get the name of the person you”ve spoken with? The gentleman”s name was Steve. He was very nice. Apologized for the heat issue. Thank you for that. Calling them now. I”ll brb. Thank you! Don”t mention it. We appreciate you giving us the opportunity to assist. Thanks for waiting, Lynne! We spoke with the hotel and explained your concerns, and although all efforts have been exhausted, they declined to approve a refund because of their “No Refund Policy” during holidays. Although we”d like to hear that our customers enjoyed their stay, we have little control over the conditions and actions of the hotel. Once the customer checks in, it is the responsibility of the properties to ensure the guests” satisfaction. We have taken note of what you experienced with The Stowe Inn to prevent incidents like this from happening again. As our valued customer, we would like to offer you a Hotels.com credit coupon worth $100 which you can use on your next prepaid booking with us. Please let us know if you want us to process this now. Wow! That”s terrible! We couldn”t have stayed there and gone out for our evening festivities and left the windows open with all of our belongings in the room. We couldn”t close the windows and leave because our dog was crates in the room and it was stiflingly hot. The hotel told us to reach out to the booking company (hotels.com) for a refund because we had not booked through them directly. Hotels.com – Cheap Hotels, Discount Rates & Hotel Deals Instant savings with secret prices PLUS, stay 10 nights, get 1 FREE. Book now on Hotels.com using real guest reviews for real savings on your next room. hotels.com We checked in as planned and the rooms conditions were unacceptable. They didn”t offer us a different room or even a fan to try to make it acceptable. We understand where you are coming from, Lynne. We really want to help you with the refund, but we need the hotel”s approval for us to do so. We were told that they fixed the AC as soon as they were informed about the issue but you already booked to another hotel. As an alternative of the $100 coupon, we can refund that amount back to your card instead. There is no AC in the carriage house They told us that there was not The boiler had finally shut off just before we left but they told us it would come back on automatically The only temperature control in the room was an old style Honeywell thermostat that was obviously not functional as it was set to 50 degrees and the heat was still pumping into the room and the room temperature was 80 degrees. I am sorry for any inconvenience you have experienced with this reservation. We certainly appreciate hearing from our customers and we are continually looking to improve so we can provide the best experience possible. We”ll have this forwarded to our Consumer Relations Team for further review. You will be contacted within 24 business hours. Thanks! Thank you. And I do appreciate your efforts. Fri 06:53 I have not yet received an email from the consumer relations team.”
Hotels.com Reviews & Complaints
I demand a refund! This is the dirtiest hotel I have ever stayed in. The towels were dirty, the kitchen smelled like mold, there were no sheets on the bed, the pillows cases smelled horrific and there is no air conditioning as indicated. Noises apartment and street. He took money for tax and did give a receipt, just put the money in his pocket.Absolutely the worst place to stay in Lisbon. I accept a full refund! How can you advertise a place like this? Also the host knows nothing about the city, doesn”t even speak the language.
Hotels.com Reviews & Complaints
I don’t know where to begin, so disappointed. We we entered late check in, the latch on the door was half hanging. We killed a palmetto bug on the kitchen counter as soon as the light went on. Carpets were so soiled, black large spots all over the floor. Sink in the bathroom would not drain. Mole on the side of the refrigerator, microwave oven filthy, missing glasss plate to operate. No mattress cover, cookie crumbs on mattress, stained mattress, there was a jolly rancher candy under the sheet on the mattress, that’s what got me to remove the sheet, I was lying on something. There was no maintenance that came to assist us. We called front desk, no one showed up. We were calling other hotels do we could get out of the rathole but all hotels were sold out. My husband and I did not sleep, it was the worse place I’ve ever encountered. How can hotels.com do right for us. Very disappointed!!! Lidia Deppermann I’m using my iPad, I do have lots of photos of the room. You can reach me by phone [protected] or email at [protected]@tampabay.rr.com
Hotels.com Reviews & Complaints
I don’t recommend using Hotels.com come ever. It’s not worth the amount you might possibly save in a room to the time wasted on fixing/correcting your reservation. I was on the phone with them 5 times, who by the way have a hard time speaking English, and wasted 3 hours of my life to fix a reservation that was booked on the wrong date and called 2 minutes after booking it only to get that my reservation was not refundable unless I jumped through hoops calling back and forth with the actual hotel and Hotels.com. With 3 hours wasted, I’m hoping they will keep their word and refund my money and after speaking with the actual hotel manager to book the correct dates, that I won’t have any issues when checking in. This was an honest error and no one could assist with cancelling my reservation.
Hotels.com Reviews & Complaints
I earned my $180 free night a few years ago, and earned another $114 free night in 2017. They will expire on March 2018. My understanding of the policy for Hotels.com is that you will keep your account good as long as you have activities within a year. Based on my understanding and assuredness that my understanding is correct, I called Hotels.com in January, whose representative assured me that my free nights will not expire as long as I have activity prior to March 2018. I made redemption in February 2018, which should extend the expiration until February 2019. Regardless of my cancelation in May, my 2 free nights should not expire until February 2019. Here is the problem. When I tried to book a hotel in July, I found that I only had the $114 free night. So I 1. On July 13, called Hotels.com. After talking to the representative for 30 minutes, and asked to speak to the supervisor, I got disconnected after being told to hold for 10 minutes. 2. Emailed Hotels.com the same day. On July 14, the first representative responded: “we noticed that you were able to redeem your free night on February 25, 2018 which is prior to given timeframe. Hence, 10 nights earned did not expire at all and new expiration date should now be February 25, 2019. To rectify this, we have forwarded this case to our specialist team for further investigations. We will give you an update within 7 days. Rest assured that nights did not expire as you were able to make an activity.” 3. I thought that he was right, and waited 9 days, but nothing came up. On July 23, I send another email and asked for an update. The second representative responded: “We reviewed your Rewards account and we found out that our Rewards team added the 2 earn nights on your account that you’ve collect Residence Inn by Marriott Worcester and you have 1 Free night available which is the value of 114.15 USD.” I don’t want you to add the 2 earn nights. I want my 2 Free nights!!! 4. So on July 24, I told them that I want my free nights back to my account. The third representative responded: “On February 24 and 25, 2018 you had 2 free nights available and redeemed it on itinerary numbers [protected] and [protected]. In free night redemptions, the nights will not expire as long as the redemption booking is created before the expiration date, and the stay does not have to be completed. When you redeemed the free nights and then cancelled later, the free nights returned to your account after an hour.” 5. Exactly, my free nights should be return to my account. But why only 1 night. So you guess it. I told them that getting my free NIGHTS was the issue. The fourth representative responded: “We would like to clarify for you that you only had 1 Free Night available, which you had used on your reservation under itinerary number [protected]. When you cancelled this booking, your Free night worth 114.15 USD was returned to your account. You then redeemed it again for your itinerary number [protected], and since you opted to cancel this as well, we have returned your Free Night back to your account again.” Now suddenly I only had 1 free night. At this point, I don’t know whether Hotels.com trains their representative competently or not. Apparently, every representative has a different understanding of my account. It’s a simple issue, and with 1 phone conversation and 4 emails back and forth, I still had the problem. I am disappointed and angry with the customer service.
Hotels.com Reviews & Complaints
I found a hotel in Las Vegas NV that the listing says… STAY 2 NIGHTS GET THE 2nd NIGHT FREE… Price $110.00 per night $55.00… Total for 2nights $110.00 @ $55.00 per night… So if the price is $55.00 per night but the 2cd night is free how can 2 night be $104.00 and change? How can the 2nd night be free? So, if I was only wanting to stay one night the cost would be $$55.00… The actually does not make any sense! I am angry to say the least… A hard time understanding your customer service representative… I asked to speak to a supervisor and she wasn’t going to let that happen… The way this is posted on your website is very misleading…
Hotels.com Reviews & Complaints
I got a cyber Monday coupon this morning for 60% off of a hotel stay in Durant Oklahoma for Choctaw casino resort. I just needed one night Dec. 9th checkout the 10th. It had the price of $247 on it when I went to book it it went to $334. I called and talked with someone about it and he ask for a code, it would not give me a code and the guy said he was sorry there was not anything he could do. If I do not get it for $247 I will contact the Better Business Bureau, because this is false advertising. My name is [removed] phone # [removed]
Hotels.com Reviews & Complaints
I had a booking with hotels.com for a dream vacation to Hawaii. My confirmation number was [protected]. The reservation was for 4 nights from February 17th through 21st in Haiku. After travelling from NYC and arriving at the hotel, I was informed that the they did not have any reservation for me and that the booking was cancelled by Hotels.com. I called hotels.com and Mark, the attendant informed me that the booking was cancelled and for some reason I was not notified. He could not tell me how and why the booking was cancelled. He could not forward me to anyone to file complaint or direct me to how to file a complaint. I went through hell trying to get another booking for the same 4 nights. Hotels.com only has a chat room to file complaint and it does not allow me to send my message. John
Hotels.com Reviews & Complaints
I had a booking with Meininger in Brussel (booking number [protected]) on the 20 August 2017. I arrived there around 6:00pm. I was surprised to find that we can almost not breathe inside of the room. Because there is no air condition so I asked the front desk if they can open the window for us, but people told me the manager took all the key away and no one is allowed to open the window at all! We felt we can not breathe in such environment so we want to cancel the booking, however our request to refund were denied because they said it is past 6pm. It is ridiculous since we arrived there only few minutes ago! We really felt bad inside the room because we can not breath at all without leaving the door open, so we have to leave the hotel without refund.
Hotels.com Reviews & Complaints
I had a reservation at the Staybridge Suites Indianapolis-Fishers on July 31st. The confirmation from Hotels.com ([protected]) and their website specifically stated “One Bedroom Suite, One King Bed, Non-Smoking – Advance Purchase”. When I got to the hotel we were given a room with a Queen bed. I showed the front desk the reservation and was told they had no King rooms and I would need to talk to Hotels.com. I have tried, but get no response. Same for the Staybridge Suites, as I have contacted them multiple times. In addition to the type of room, we had three wake up calls that were not ordered. I spoke to the front desk who told me they would let their manager know. These calls came at 2:30 am, 3:00 am, and 3:30 am. They stopped when we called the front desk after the third call. Neither Hotels.com or Staybridge Suites will respond. That is a shame that they are apathetic. This will happen to others.
Hotels.com Reviews & Complaints
I had a reservation that I completed a month ago. Yesterday on the 4th of July this reservation was canceled, points were removed and I was sent an email. I have a reservation today and I only discovered the deleted past reservations by char king on today’s. I called customer service and after customer service called the hotel from the post reservation and confirming the amount did they replace the deleted points. I find it disturbing that it took me calling to get this done when all they had to do was call the hotel and confirm my stay before deleting my points. It seems as if this company is determined to NOT honor their responsibilities with no remorse. Once I get enough nights to get a free one, I will no longer use this service. My trust has been shaken.
Hotels.com Reviews & Complaints
I had booked a room with Hotels.com for a room in Las Vegas for a conference i was going to attend. There are numerous people from my team staying there and had booked through them. I was to check in on the 15th of August to the 19th of August. The confirmation was [protected]. Others who booked the same hotel at lower prices than i received were give the cancellation refund option but i was not. Due to unforeseen circumstances i was forced to cancel my booking and found out that my cost was nonrefundable. I think i should have been given the same option of cancellation as the others in my group. Can you please help me out with this? Thanks, Leah-Anne Campbell
Hotels.com Reviews & Complaints
I had booked for several days while my husband was in the hospital. He was having difficulty & had to be moved to ICU. I called the hotel, told them I was going to be unable to come over to check-in, but I still needed to the keep the room for my week. I told them I knew I would charged for the night I didn’t show, but that was fine. The clerk said they had my card on file, so it would just be charged to that until I was able to come over to check in. When I checked in the phone didn’t work, there was no stopper in bathtub so I could take a bath. Reported twice, but nothing ever happened. Two nights when I got to the room I had no bath towels & the next, no wash rags. You rolled to the center on the bed, because it sunk in the middle. I ended up having to extend by stay & I knew the price would increase. When I went to check out, instead of the $85 I was supposed to have been charged for the 1st week, they charged me $139. I showed them my Hotels confirmation and they kept saying, leave us a phone number we will find your sign in paper and call you. I told them everything should be in their computer and they finally got a manager. He looked and said, ” You were put in the computer as a “No Show”, so when you finally checked in, you were considered a “walk-in” and that’s the price. My son was sitting right by me when I called them and could hear everything that was said on the phone. The mgr said, you didn’t book thru us, so this is between you & Hotels.Com. Even though he claimed I was marked a “no show” I was still charged the 139 price. I contacted Hotels.Com and was told basically…it’s not our problem. We can’t make the hotel honor the price quoted. No one wants to take responsibility for this issue & it’s not right. As far as I’m concerned Hotels.Com should see to the price in my reservation is honored, but won’t. The hotel manager basically could have cared less they were over-charging and not honoring my quoted price. I would like to have the difference of the over-charge refunded to my credit card. What a shame neither of these places take ownership of unfair issues like this. Hotels.com confirmation number [protected] Check-in Saturday, May 26, 2018 (3 PM) Check-out Friday, June 1, 2018 (11 AM) Your stay 6 nights, 1 room Cancellation policy See cancellation policy below Amount to pay at hotel in the local currency $561.12 Linda K. Jander [protected]@aol.com
Hotels.com Reviews & Complaints
I had booked with hotels.com for my trip to Las Vegas (4/26/2019~4/28/2019) although I saw lower rate on Agoda.com because Hotels.com offered price match “guarantee” policy. However, when I submit my request to their customer service, it’s being denied/rejected with excuses like “oh… the rate that’s showing on Agonda.com does not include fees and taxes. Also your captured screen shot does not include cancellation policy.” Fist of all, Hotels.com charged separate amount for taxes and fees. Mine was 134.48 on top of 251.28 per night per room. In addition, on the page where you submit your price guarantee request does NOT require you to capture cancellation policy. (My captured screen shot does show room type, number of guests, check in & out dates). www.hotels.com/customer_care/pillar/price_guarantee.html However, when I spoke with 3 different CS managers, the responses were “You did not follow our policy and other customers are doing it the right way” It seems they are just trying to come up with excuses not to deliver what’s being advertised on their website. My desirable resolution would be a refund on rate difference. – Hotels.com: $251.28 – Agoda.com: $209.00 – 2 rooms for 2 night – I should get a refund of $169.12 This is beyond acceptable customer service on hotels.com, and I’m really disappointed by how their “managers” handled this situation.
Hotels.com Reviews & Complaints
I had ‘free’ nights accrued with hotels.com. When I tried to make the booking online it implied the value of the free nights would be given, but for some reason the booking wouldn’t process so I phoned their customer service. The lady in customer service processed the booking over the phone. It should have been free nights and 1 night paid for (booking is a total of 3 nights). Afterwards, I saw that the value of the free nights was not deduced from my booking properly. Instead they had charged me full rate for 1 of the nights, and I was charged for part of each of the ‘free’ nights, plus I had apparently fortified part of the value of one of the free nights! When I complained they told me it’s in the T&Cs which are, for them, conveniently hidden on their website. This information was not given to me when I made the booking which I think is completely unacceptable! They should not be allowed to advertise “fee” nights if they nights are NOT free! And they shouldn’t be allowed to hide this information on their website and not tell customers who book on the phone!
Hotels.com Reviews & Complaints
I had made a reservation on hotels.com ( Reservation number : [protected] ) to Nirvana Lagoon Villas and Suites Hotel. Me and my boyfriend arranged flight tickets and travelled from Istanbul to Antalya or this vacation. When we arrived at hotel, security of hotel told us that hotel is not opened! We were shocked and showed our reservation details. A responsible from customer relations came and said that they informed hotel.com that they will be closed. So he asked if we were informed or not but nobody informed us. It was a complete scandal, hotels got the payment in advance and sent us to a closed hotel. Then thanks to hotel stuff, they transferred us to a group hotel but we lost half day and got stressed. Hotels never answers phone calls when needed, so their service is awfull. I will never use it again.
Hotels.com Reviews & Complaints
I had original reservation at the Golden Bear cottages in big bear California. Upon booking the reservation it stated there was a kitchen in the cottage that will be rented. Upon arriving to the cottage there was no kitchen and I called Hotels.com in which they help me find a new place that can accommodate What I was requesting for in my original reservation at the Golden bear cottage and with what I had paid for. I was then charged for a reservation fee for the new place and informed that because the previous cottage could not fulfill what we had requested we can call and we will be refunded the original cottage fee. The next day I checked and I was charged three times and not two times for the previous cottage the Golden bear cottage and when calling them they stated they will not be refunding me the money because they had contacted me and stated they had a cottage available. I never had any contact with anybody only hotels.com had contact with them and I have been charged three times for one reservation. At this time I am not able to get back the other charges and I”m highly upset. I go through Hotels.com all of the time when I go on any trips and I also set up trips for my co workers and clients through hotels.com. I”ve never had any problems and this problem has financially hit me as I”m not getting refunded for the previous college. I have spoke with Hotels.com and they stated they have an email from the Golden Bear cottages stating they spoke with me which is false. I don”t know what else to do but at this time I have been charged three times for one booking and I will no longer be going through Hotels.com if this is not fixed. Thank you
Hotels.com Reviews & Complaints
I had problems accessing my account overseas in US after many successful bookings n made numerous phone calls at my own cost to check out why I can”t log into my account anymore, hotels.com staff neither provided any explanation as to why it happened nor could be bothered to solve the problem either. Up till now I still can”t access my account n the mobile system prompt msg 3305 n online prompts msg of can”t recognise my account. It is very frustrating each tine to hear their indian customer service”s mechanic tone n answer to whatever issues you have with the agency! to which they said they will send an email that you never receive! Another complaint is hotels.com conclude with some airbnb hotels n whenever guests booked n paid but can”t check in because the hotel said they are double booked n sold to higher prices at last minute or simply refuse you to check in for no good reason. When complaints lodged hotels.com only took hotel words for it n never listen to guests even we have all evidence videos, the hotels will simply mark guests as no show n we have to go through credit card companies to recover the paid hotel fees!
Hotels.com Reviews & Complaints
I had the absolute worst experience with this site. I booked a room for my family and I in Connecticut, about a week in advance. After a 4 hour drive, we arrived at the hotel in a rainstorm. It took me 45 minutes just to get to checkin due to a long line. Finally, I was called to the desk, only to be told that hotels.com canceled our reservation. I immediately called hotels.com and explained what the front desk just told me. The customer service rep looked up my reservation and assured me he would handle this and he would call the hotel to straighten it out. After a half hour, I got a call back from hotels.com saying that they don”t know what happened, but the hotel is overbooked and there was nothing they could do. I explained that I had a very important event to attend that I paid a fortune for tickets, in just a few hours. He again assured me he would find another place. After a long time on hold, he came back with a hotel that was an hour away in the opposite direction. I told him i would miss the event and that I need something close. Well after 2 hours of being on the phone, NOTHING was done. I was left on hold for over 45 min and eventually just hung up. I missed the event, my children were heart broken and my wife was justifiably very upset. We missed the event and wound up driving back, 4 hours for nothing. The customer service I received was horrific and we could not be more disappointed. I trusted your site to provide a roof over my families head while we were in an area that we had never been to, only to be left out in the rain.
Hotels.com Reviews & Complaints
I have a booking at the ibis style grovsnor hotel. It”s clearly states a city view room…I look out into a narrow dark courtyard onto ugly painted brink wall. This has been mis-sold. I was offered a full refund I searched websites but the city of Adelaide is all fully booked for the next few days. I”m having a room change today however I refuse to pay for this room on the grounds of it being mid-sold. I don”t care who”s fault it is hotels.com or Ibis but You need to fight it out who is responsible for the incorrect room allocation which was meant to be a “Queen room with city views” . Please advise who will be refunding my 1st stay Ibis or hotels.com? You”ll see from my bookings I travel the world throughout January / February each year and use various third parties to book my room with including yourself Expedia/hotels.com. My confirmation is the legal document confirming queen room with city views I request my refund and answers who is responsible for this shambolic mistake…the hotel manager was not helpful and only said complain to the third party you booked with. Regards Leslie Bell.
Hotels.com Reviews & Complaints
I have a fully paid reservation for 2 persons tommorrow Thursday 9 August when Im supposed to check in at noon I have an important inquiry to make from Logaina Sharm resort I am unable to contact Logaina as it”s telephone is out of service and it has no email judging by the pictures of the hotel and by the ad it seems like a decent hotel but during the past 3 days I have not been able to get through which seems somewhat fishy.My inquiry is Is it possible to change the names of th guests myself and my friend and have my son and his friend go instead at the same date and under the same conditions please note I have booked 2 fully paid rooms for check in tomorrow
Hotels.com Reviews & Complaints
I have been staying at the Travelers Inn in Longview Wa since Aug 31, 2018 when I booked my room on your site and since then I have been paying everyday since now the owner comes to my room and basically forces my room door open and tells me that I basically can”t have my stuff on the bed and then tells me that I can”t have visitors and because my bed is made and I have stuff on my bed that I am not sleeping in it and he has done this for 2 days now and all he does is complain that I have stuff on the bed and he tells me what I need to have done and complains about everything and I am not doing anything but keeping to myself.. But his pushing the door open on me just so he can see who or what I have in my room… And like I said I have been here since Aug 31, 2018
Hotels.com Reviews & Complaints
I have been trying to gain my rewards for a PAID booking in Spain and no-one in Hotels.com will award my points. I PAID for two rooms for 3 nights = 6 nights rewards. I am told as I did not sleep in the room, they will not award me my points. Legally this is incorrect and their policy they keep spitting back at me does not cover PAID bookings. IT is only for non-paid no-shows! I work in the accommodation industry and there is a difference. If our clients paid for their rooms – they get their reward points!
Hotels.com Reviews & Complaints
I have booked Residence Inn by Marriott Tysons Corner 8616 Westwood Center Dr Vienna, VA 22182 United States for my guest Ms.Agapi Svolou who came from France. The movement when she get down from tax, she started spelling bad, she just proceed in to hotel reception and she could not able to stand 2 mints because of bad spell. She came out of the hotel property and called about the situation. Immediately I have booked another hotel (Confirmation number: [protected], The Westin Tysons Corner) and she checked in that hotel and she is happy now. After booking The Westin Tysons Corner, I called to hotels.com customer service explained the situation they are able to refund 50% of my booking amount and rest of the amount they have not refund and they are telling its property policy etc. If the property is bad then they have to refund entire amount, I request you to kindly understand the situation and help me the rest of amount refund. If you have any need any information, please call me [protected] Thank you
Hotels.com Reviews & Complaints
I have dealt with hotels.com for several years and this is the first time that I have not been satisfied. I cancelled a room at Comfort Suites in Gulfport, MS and I was still charged for my room. I followed all policies and the hotel not hotels.com will refund me my money. The free cancellation date was October 10th. I cancelled October 7th. After I cancelled it, I was told that I would be charged because the cancellation date was October 5th. I also booked another room and cancelled that one as well. At the time of booking I was also told that the cancellation date was October 10th. After talking to a representative from hotels.com, I was told that I booked the room on September 11th and the cancellation date was September 12th. I was told that I would be charged, yet the hotel and hotels.com resolved that issue. I don’t understand and this is not acceptable. Bad business. Someone needs to give me my money.
Hotels.com Reviews & Complaints
I have emailed hotels.com three time’s now and called twice and no reply/response whatsoever and am very disappointed and frustrated. I recently spent some time booking several stays with hotels.com and stupidly did not change the date on one of them. I noticed the error immediately and tried to change the date but was unable to hence my emails and telephone calls. In the end I contacted the hotel Jet park Auckland to say I was not going to be taking up the booking and they advised me – again – to contact hotels.com direct as although they had taken my money the hotel had not received anything and they were unable to cancel my booking or show as non attending. I have lost a lot of money for me and am totally frustrated by the whole thing. I just wish someone would respond to me.
Hotels.com Reviews & Complaints
I have had issues with locked nights on two separate occasions. The first time my issue was resolved within one phone call. The second time this happened I called customer service 4 TIMES!!! I am currently on hold, AGAIN, with them as I am composing this email. The issue appears to be a few stays that I paid at the hotel and still need to be verified. This is understandable, however, I have been trying to get this resolved for already THREE weeks now, and my stays in question happened well over 30 days ago. I use this booking service quite frequently and accumulate many nights. My suggestion was to set aside the nights in question and combine the approved nights to open up my DUE rewards. On my THIRD attempt at a resolution to this headache, I was assured my nights would be “unlocked” within an hour. After an hour had passed I checked my account, and saw that one night was in fact unlocked, however over 20 nights were removed. As you can imagine, I FREAKED OUT!!! I called back in immediately and was just reassured tat within another hour my nights would be put back and my rewards nights made available. I love the concept of this rewards program, but the inconvenience has made me look elsewhere for my hotel bookings for the future.
Hotels.com Reviews & Complaints
I have just cancelled my account on hotels.com and will never use that site again. I booked two reservations on october 20, 2016 in New Jersey. I double checked my emails for reservation confirmations today. I found a third reservation for a hostel in New York city that I did not make. I called Hotels.com customer service and was told I had booked it of triptickets. I checked by Hotels account and only the two reservations I had made were listed there. I was given the number for triptickets, called there, and was told I booked through Hotels USA. I called hotels.com customer service again and had a very frustrating conversation with an agent. I told her what had happened several times and asked to speak with another department and was told there was none. I was offered no refund but a credit at the hotel for a year. I was ignored when I asked repeatedly to speak with someone else or another number to speak with a department to investigate this. I was told this was not possible and to call the hotel. She told me all she could do was cancel the reservation so I wouldn”t be charged tax. I said I wanted it cancelled and hadn”t made the reservation in the first place. I am going to complain about the hotels.com site to everyone I possibly can and contact the fraud department of my mastercard. I would like my money refunded and an explanation of how this happened.
Hotels.com Reviews & Complaints
I have made a booking for an apartment through hotels.com app online on 1 January 2019 and confirmation for the booking was sent to my yahoo and the payment was also made. However, on 3rd June when I arrived at the premise, I was told that no booking was being made. And that they do not have any available to house my family of 4. I tried contacting the number given on the confirmation email but no one picked the call. We were left stranded. Thank God was the apartment management committee leader was there to help me call the owner. However, the owner had informed me the agent that managed her apartment were informed before 1st January to stop leasing out her apartment as an B&B. Kindly advise how we can get back our refund and also what Hotel.com will do to deal with such dishonesty. Regards Priscilla Email: [protected]@yahoo.com
Hotels.com Reviews & Complaints
I have neve been so displeased with a service in my life. I made the reservation last week and found out this week the price dropped. I was like great cause i seen on your website it said “we price match”. I called 2 days before i was supposed to go to the hotel and was told we do price match but it will be refunded after you check out and then you will receive a voucher or gift card for a future reservation. How do you price match after the person leave? The customer service reps i spoke to Ren A., and Mark were so rude they told me to take a picture of the price after they just confirmed the change on booking.com. Ren told me i would receive a voucher i haven”t even checked in the hotel yet so why cant the price be matched. After this i will no longer use hotel.com cause you all dont stand by what you say on your website nor do you all honor loyalty. I just wanted to get credit the difference form booking instead i get nothing but a headache and rude customer reps. My name is clarrissa [protected]. All i wanted was a credit of $45 to my account for the difference but instead i will be given a voucher for a future trip that will not use. Your Booking Details Check-in: Friday, October 12, 2018 from 3:00 PM Check-out: Monday, October 15, 2018 until 11:00 AM Total length of stay: 3 nights Traveling on different dates? You selected: Superior Double Room Change your selection Your Booking Includes Free WiFi Your Price Summary Room $355 14 % TAX $49.70 Price $404.70 (for 2 guests and 3 nights) Your payment schedule Before you stay you”ll pay $134.90 At the property you”ll pay $269.80 How much will it cost to cancel? If you cancel, you”ll pay $118.33 Do you have a coupon code? Limited supply in Miami Beach: 2-star hotels 1 hotel like Starlite Hotel is already unavailable! Location Highlights: Popular Landmarks Nearby Ocean Drive, Lincoln Road and Port of Miami are just a short distance away The Fine Print You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply. Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.
Hotels.com Reviews & Complaints
I have recently purchased a hotels.com gift card and made a reservation over the phone with a representative after I get to the location to check in I am informed that they do not have any rooms available in that they are booked they called it location that was nearby and they were also booked that was all that they could do in order to assist so I was told to contact hotels.com which I did and explain the situation to come up with a resolution all they had to do what does fix the issue that they had created and find another hotel close by that they could transfer my reservation to or we find the money back to my gift card so that I could do it myself I was transferred several times and no one seemed to be able to accomplish this task so I was informed to wait 60 minutes and someone would email or contact me to resolve the issue no one ever responded nor emailed so I called back went through the same process and still no results I got the same answer and I was told that they would send a email to the proper department that was the only way of contacting them to fix the problem even after speaking with a representative supervisor with customer service nothing was done so I called it third time same results so I never did get checked into a room that I have paid for and me and my guests there was supposed to check in with me you stayed outside all night until we found someone to come and pick us up the following day this was still an issue and it has still not been resolved and this is day 3 of trying to get it fixed are you get some type of results
Hotels.com Reviews & Complaints
I have sent this email for 5 different emails found online for hotels.com and expedia.co.uk. 3 emails have bounced back to me as the domain states its an illegal and the other two replied telling me to call a number which is useless because the same ordeal happens over and over again. Dear help team at hotels.com, I am writing to make you aware of the unbelievably poor customer service I have received on 05/10/17 whilst making an online booking with yourselves. At first I was very excited to book a package deal through hotels.com as I have heard great things about the company and received a pop up on your website telling me to enter promo code: aut10 to get 10% off my booking. As I followed the steps and entered my payment details I soon realised that there was no sign of a promo code/voucher box to copy the code into to receive discount (Please see attachment.) I was getting very disheartened by this point. I found a number printed at the top of the page and decided to call as it states (Free calls, 24 hours a day, 7 days a week) I spent 10 minutes waiting to get through and then a gentleman tried to help me by filling out the details from his end and trying to put the promotional code in, he had no luck and diverted my call to customer services. I explained my situation to the next person but she claimed she could not help me as she in fact works for sister company expedia.co.uk. I then got diverted a third time, feeling very frustrated, another gentleman tried to help me but again could not. Waiting another 10 minutes on the line, I was cut off! I then had to call back and go through the same process a further 31 minutes being diverted another 3 times to 2 more people who could not help from expedia.co.uk.in the end I spoke to a gentleman named bernard, he was very helpful and explained the coupon could not be inserted because it”s not a hotel only booking, I was very upset and he agreed this was not clearly stated on the website (Only in small print which you can”t look into whilst making a booking!) I was very unhappy but appreciated bernard”s help, before I ended the call I checked with him that the call definitely was free, to find I was being charged from my mobile and I had been on the phone to your company for an hour by this point! This again is not stated on the your website therefore trading standards would call it false advertisement! (Please see attachment.) Feeling frustrated, upset and tired by this point I had no choice but to book without discount and I proceeded with the booking online. I followed the steps and was waiting for my confirmation email to come through, within 5-10 minutes I got this but I was highly confused as it stated I had made this booking as a “guest” but I had in fact signed up as a member and now my booking is not visible under my account bookings so I cannot view or monitor it. I was extremely confused and called your company for the third time to again be diverted 2 times and be held on the line for what felt like forever! A gentleman named vijay then tried to support my call but explained he did not know how to help and told me there is no complaints team or customer services to be directed to and he suggested I wrote an email to explain my ordeal and try and get some help/money reimbursed for the poor service I have received. I have paid what I think to be a lot of money on a package deal through your company, my expectations were high and now I am feeling very disheartened and upset with the lack of help and knowledge your call staff have on relative topics and the false advertisement on your website. I did not get to type in the promotional code that I believe to be poorly advertised, the “free calls” I have made are possibly going to cost me a fortune on mobile rate and nearly two hours of my time was spent on the phone to your call team trying to resolve issues which should not have occurred in the first place! I just wish this could have been a better experience for me so I could look forward to my trip. I cannot find a more appropriate email address for customer satisfaction-related emails so my apologies if this email does not reach the correct person. In addition to this, I have called a further 4 times from a landline, been redirected through hotels.com and expedia.co.uk staff who have been unable to help me, I have emailed both expedia and hotels.com for support. Finally yourselves have made me aware that my booking has been found but I am still unhappy about the horrendous ordeal I have gone through to get the correct answers! I am also very unhappy that I am going to have an expensive phone bill next month and would appreciate being reimbursed for this. I understand I may have misunderstood the promo code offer but I really did not deserve this ordeal! I have experienced such poor customer service, hardly any of the call staff understand how to help me and redirect me to sister company and back again or just cut me off! What kind of company has no complaints policy therefore if something goes wrong you just have to accept it? False advertisement states their phone line is free but it is not so i”m going to be faced with a wonderful phone bill (Over 2 hours in total!) At the end of it all, I have now found out that my booking with hotels.com has automatically moved to sister company expedia.co.uk without informing me! I have spent a large amount of money and was heartbroken to find out that my booking had been lost! Please help me! I am considering taking this further to citizens advice.
Hotels.com Reviews & Complaints
I have to complain about the”Captain Obvious” advert for Hotels.com. I last saw it at 9.35p.m Sunday16th June 2019 on Channel 4 but have seen it at other times, supper/meal times which considering th content is ill advised. It shows a Man on a lavatory whilst his partner is taking a bath. Said partner is seen”waving” away the obvious odour! The Man then reaches around to wipe !!! What possessed the ad agency to allow this disgusting idea from a copywriter to’air’? My family and I agreed on seeing it on the above date that enough is enough hence this complaint. Absolutely appalling, remove it please. Regards Julie-Ann Middup
Hotels.com Reviews & Complaints
I have two hotels.com reward nights in my account. Unfortunately it is almost impossible to redeem these reward nights. There is a filter on their website for ” redeem free nights”. In-spite of using this filter, the options that feature cannot be redeemed. Call center is trained to deny anything with diplomacy but not solve the problem in any way. The refuse to share the name of their legal entity in India based on which a consumer complaint can be filed.This website should be banned by the government of India.
Hotels.com Reviews & Complaints
I have used Hotels.com for many years. I have renewed free nights several times and have been a loyal customer, until today. When I tried to log onto the site it said it did not recognize the email or password. I have only had one email so it must be the password. I clicked the button to send a password reset (two separate times). An email never came. I then made a new account assuming it would respond that the email was already in use. It did not and I now have a new account. What happened to my old account??? I started a chat room discussion and got nowhere. Next I called in to customer support. The representative was not able to help and never truly understood the issue. When I asked to speak to a supervisor he hung up on me. This is how you treat loyal customers? Really?? Where was my account and where are my rewards? I certainly am glad the there are options for booking hotels (Expedia, Booking.com, etc.) since I will no longer use Hotels.com. I would love to talk to a representative but, after tonights experience I am certain I will never hear from anyone at Hotels.com – 11 August 2017.
Hotels.com Reviews & Complaints
I have used Hotels.com in the past and if you do not need to make a change then they can be a good option for finding a hotel quickly in an area you don’t know. If you do need to make a change however they are a nightmare. Most changes cannot be made online and when I finally got someone on the phone today to make a change they canceled my entire reservation instead of the one night I was requesting. Rates have gone up 60% since my original booking and I’m left with very few options for the week of college move in. I asked to speak with someone higher up at Hotels.com and was told by the 2nd person I spoke to, who’s English I could hardly understand, that there was nothing they could do and that there were no higher chains of command. Their customer service can only repeat the phrase that rates are subject to change.
Hotels.com Reviews & Complaints
I have used your web site several times to book rooms with gift cards. I have been calling everyday for a week trying to talk to someone that can help me . Each time I call I am transferred to a department that can’t help me ..don’t know what to do … Transfers me to the same department I just spoke to… Or I get hung up on. I have had a gift card I used twice and had a remaining balance of 18$$ I have somehow misplaced it. I don’t have the number wrote down however I do have my emails from y’all with part of it as well as the confirmation number surly there is a way for me to use the remaining balance of this gift card through y’all since I book through you. There has to be some record of my account history. Furthermore.. I would like to stress to you how aggravating it has been just getting someone on the phone to listen. One time the man on the line said he would look up my account and hadn’t even asked me my name or info. Thank you for your time..any help in this matter will be greatly appreciated. Sincerely. Lyndon Wesley Mchargue
Hotels.com Reviews & Complaints
I initially made a booking through Hotels.com for a property at Navy Chalets, Hurghada and was given a contact number to ring to arrange any special requirements. When I contact this number I was advised that this hotel is no longer trading, closed down 12 months ago. I immediately contacted Hotels.com who arrange a new booking. I was given a reference number and payment was taken from my bank account. I was advised that the new apartment booked was more expensive than the initial booking and that Hotels.com would pay the difference. However they could not provide me with confirmation of the booking. I was given a contact number, which has taken 5 days to answer my calls to be advised that there is no such booking. I have contacted Hotels.com several times and asked for confirmation, I have been told, on arrival to give the booking reference to reception and they will provide the room. My husband has been to the hotel reception to seek confirmation and has been advised that there is no booking and no rooms available. Hotels.com advise me that there customer relations are looking into this and will response once they have details. I have been waiting 3 days now. Today I have requested a cancellation as the booking can not be confirmed and a requested for a full refund. I am having to make alternative arrangements to ensure I have accommodation. I can not stress how distressing the whole experience with Hotels.com had been and more so the fact I have had to pay out more money as they have not responded to my request for a full refund.
Hotels.com Reviews & Complaints
I live in Pennsylvania and we had a really bad nor’easter storm in March. We lost our power and had to find a place to stay for the night. I have two kids in pampers so staying home without power wasn’t a option. I booked a room through hotels.com I saw that I had until 11:59 pm to cancel the reservation. Luckily we were able to stay with family that was closer to our home because the hotel was in Nj. I canceled the reservation before to cancel time and I wasn’t refunded. I called hotels.com and I was told that they contacted the hotel in Nj and that they were waiting for a response from them. I was told to wait and that it was up to the hotel. I called the hotel the next day and was told that no one contacted them and that they would have gladly refunded me because they understood the situation. I then called hotels.com again and was given the run around I even contacted Expedia who is there parent company and was given back to hotels.com. They had poor English speaking rude customer service employees handling the issue which wasn’t handled at all. I’m out of my $200 and will never book throug Expedia or hotels.com again! I’m also telling everyone I know to never deal with them I’ll stick to bookit.com
Hotels.com Reviews & Complaints
I looked on www.hotels.com to see how to complain about their service but could not find it anywhere. Surely that is not customer friendly. My booking vanished. I booked with an agent online. All confirmed. Then about 30 minutes later I made another booking. With an agent. All confirmed and then by chance I was sitting next to my phone and had the app open as I had passed the details of the first booking (which was for my son in England – I’m not in England). I realised that the booking just made was not there. Quering that I was told that it was nowhere to be found. I had even given my card details. After not finding the reservation just made I raised it and I was passed on to the supervisor. That is after a very very very very looooooooooooooooooooooooooog time. Apparently it is hotels.com corporate policy to hope that the line drops or that the customer gets inpatient. However I spent 45 minutes speaking to a supervisor who was totally useless. Offering a 20% discount on another hotel as naturally now the one I had booked on the telephone with a hotels.com agent was no longer available. The other hotels available were either crappy and far away or much more expensive. However she was absolutely useless. I raised it as a formal complaint and requested to be sent the complaints procedure. Now over 24 hours later… nothing. I have working >25 years in customer service ahd this is just beyond unbelieveable. Formal complaint was mentioned. But can it be true that www.hotels.com does not have a formal complaints procedure? I expect a massive apology, refund of extra expenses incurred including a 65 minute phone call. I asked the supervisor to back to me and questioned if it really the corporate policy to ignore company complaints? I’m sure the authorities will love this. And the press of course. I have used hotels.com actively over the years and called as I never managed to see how to redeem on the website. Now I have found out how. Unless I get a satisfactory response, apology, complaints form and a sufficient compensation I will have to consider booking.com or even Airbnb.
Hotels.com Reviews & Complaints
I made a booking for a hotel listed under the North Rim grand canyon. This location was actually in the South Rim grand canyon which is a 4 hour drive away. My reservation was not cancelled after contacting the hotel, Hotels.com customer service as well as the central booking office for the hotel. I am seeking full reimbursement for this booking based on misinformation given on the main (hotels.com) website home screen.
Hotels.com Reviews & Complaints
I made a booking on Hotel.com for a hotel in India on booking number [protected]. My parent in India was taken to the Hotel Treebo Unity and told there is no room. We made alternative accomodation arrangements. I have been following up for Hotel.com to advise that the refund will be processed when the funds are paid. The response i got is here: Hello Katherine, Thank you for contacting Hotels.com Customer Support regarding your reservation under itinerary number [protected]. We understand that the hotel didn’t find your reservation from us. This should not have happened to you. We checked your previous correspondences with us and saw that you were able to talk to some of our representatives. We would like to apologize if our previous agents haven’t satisfied you when you called. We assure you that this is not the kind of service Hotels.com advocates. As per your reservation, we immediately called the hotel to negotiate for a refund. We regret to inform you that the hotel is unable to approve any refunds for this booking. As much as we would love to immediately provide you with a refund, kindly be advised that, as a third-party booking company, we are bound by the hotel’s discretion on when to issue refunds. We appreciate your understanding regarding these matters. Josh M. Customer Support Specialist Hotels.com Is that not stealing from us, when the hotel acknowledges they did not provide the service but cant process the refund when the funds go through. Please assist because i would like to resolve the matter rather than report the Hotel to the Indian Embassy. They are really cheating me of my money.
Hotels.com Reviews & Complaints
I made a booking through your website at Tshedza Guesthouse. On arrival I did remark to the gentleman taking me to our room that it looks nothing like the photos on the internet. We checked in and went to our room. It was filthy and in a very bad state (unfortunately I was so upset, I didn”t think to take photos). I went back and asked for a refund. He said they didn”t do refunds but will take me to their other branch. I accepted and when we got there it was in just as bad state as the other one. Again I asked for a refund, which he refused. We couldn”t sleep in those circumstances so I searched for alternative accommodation (which luckily I found) and had to pay again! It is a shame that businesses can get away with this. I am requesting a refund from Tshedza Guesthouse. Also should they be banned from your website for false advertising.
Hotels.com Reviews & Complaints
I made a booking using your web page for 6 nights at the Berkshire hotel in London. my confirmation no is [protected] for R38 799.39. You can imagine my dismay when i went onto the hotel sight to find I could have booked directly through the hotel for R32 000 and have a better room and that it included breakfast. I have emailed before and asked for a response. Please reply Carren Emary
Hotels.com Reviews & Complaints
I made a reservation for a hotel in Florence, Italy for a trip we had planned in December. The cancellation policy clearly stated “Free cancellation until 12/23/18”. I will be happy to send you a copy of the reservation confirmation. My husband has just been diagnosed with Alzheimer”s Disease and we will be unable to make the trip as planned. However, when I attempted to cancel the booking online, I was informed that this was a special discounted rate that is non-refundable. This is contradicted by the booking confirmation. I contacted Hotels.com and spoke with Alyzza T, who responded in an email: This is in reference to your cancellation request under itinerary number [protected]. “We would like to inform you that after negotiating with the hotel, we already received an email from them stating that they are unable to cancel your reservation without penalty since it is non-refundable type of booking. We know the decision of the hotel isn”t favorable on your end but we really did our best and exhausted all effort in negotiating with them and still they imposed their policy. As much as we want to process your request, we also need to abide by the hotel”s decision.” I made the reservation through Hotels.com, not the Hotel Aurora. If the hotel isn”t willing to honor the stated cancellation policy, then Hotels.com should step in and honor it. I want satisfactory resolution of this immediately. I have enough stress in my life with my husband”s illness without having to deal with a company that doesn”t live up to its promises. I can be reached at [protected] or at email: [protected]@embarqmail.com Linda Hoffman
Hotels.com Reviews & Complaints
I made a reservation on the Hotels.com website for Saturday 26th August 2017 for one night, reservation number [protected] on Thursday 24th August I found out there was going to be protest marches in the area we was due to be going. I phoned customer services to see if I could change this to Saturday 2nd September as I was worried about the protest, after a long time on the phone I was told this was not possible, reason was (it was a free night) this was due to staying at other hotels and got a night free. Also I was told that the hotel said if I was to do this it would cost me $259 to do, no one cared for our safety. I phoned again the next day and again got the same ridiculous response. I found myself a way to cancel this reservation and now lost my free night, I think this is a disgrace that nobody would help unless I paid $259 to change all I wanted to do was put it back a week, as again I was worried about the protests, I certainly won’t be using Hotels.com again. I understand it shows on the booking no refunds if I cancel, but surely protest marches was not something I expected and was thinking about our safety. Thank you
Hotels.com Reviews & Complaints
I made a reservation through hotels .com for a hotel in Hollywood fl.. The hotel was hit by Hurricane Irma and doesn’t have running water or power. Hotels.com wont let me change the check in date for three days later. I even said that I would extend my stay for three days to make up for the difference.They are charging me for a service that they can’t provide. How is this a fair business practice. And they have charged me for a full month even though I can’t stay there. They said there is no way that they can refund my money. Would you pay me 3300.00 dollars for a service that I didn’t provide you. No you wouldn’t.
Hotels.com Reviews & Complaints
I made a reservation through Hotels.com for the County Inn and Suites by Radisson, Rocky Mount, NC. When I arrived with my family at the hotel we were rudely turned away, the two women at the front desk claimed that they have been sold out for months with two weddings. The worst was that a week later I discovered that the Hotel still charged my credit card!!! I had to call to have the charges reversed. Terrible customer service!!!
Hotels.com Reviews & Complaints
I made a reservation through hotels.com hotel and it got accidentally canceled. I chatted with several agents over this issue and said no problem checking in and told me I can get a refund for it if I make another exact same reservation on hotels.com. And I got a confirmation email from the hotel and then when I rechatted regarding this, agent said I need to wait for few hours to make another reservation for the same dates and this another reservation did not work even though I kept watching and trying to make reservation on the site. And they said the only date I could make reservation is on the day I cannot make it. Because of this, I had to get on 15 hour ride on the bus to get there without hotel to stay. I could look up another cheap hotel to stay but stilll i was embarassed about this. my mom got sick due to a long bus trip. I am very upset about this not able to get a refund and make another reservation.
Hotels.com Reviews & Complaints
I made a reservation through Hotels.com on 8/20/2019 with the Comfort Suites Stevensville – St. Joseph, Michian. the cancellation policy on the reservation clearly states “Free cancellation until 10/03/19”. I cancelled my reservation on 9/29/2019 and received an email confirmation. The cancellation email also stated “Free cancellation until 10/03/19”. The hotel then charged my credit card for the full 2 nights stay after the reservation had already been cancelled in accordance with their terms. I contacted Hotels.com and they assured me it would be resolved. While on the phone with Hotels.com, the hotel then charged my credit card 3 more times. The issue was escalated to the Hotels.com Billing dept. They subsequently responded stating “We presented your case with Comfort Suites Stevensville – St. Joseph unfortunately, due to their reservation policy they have denied your refund request”. Everything was done in accordance with the refund policy and I am due a complete refund.
Hotels.com Reviews & Complaints
I made a reservation through hotels.com. The hotel with the reservation said there is not room and refused to honor the hotels.com reservation. I spoke to hotels.com rep for 2 hours. He didn”t resolve the issue, I am standing on the street without a room and they are still charging me the money. I cannot understand, I am suffering. They are not giving me a room and still taking money from me. Here is the reservation number – [protected]
Hotels.com Reviews & Complaints
I misplaced my cancellation # and called Hotels.com where I was advised that the hotel would have to release the reservation in order for Hotels.com to cancel. I spoke to John the owner of the Waldo Emerson Inn, Kennebunkport, Me. He was lovely and gracias and said he would release it. I called back and spoke with another reservationist who said to hold on while she called the hotel. She returned and said the hotel won”t release the reservation. I called John who said that is a lie and not what I said and yes I will release it but they just want their 30% commission and dont help customers and dos hotel”s reputation suffers from these situations and its not the first time. I am in PR in Los Angeles with a Fortune 500 company and about to release this information on all my personal and professional social media platforms. Please contact me and advise how you can remedy this in the next 24hrs as the hotel owner knows he can use the room and help me and hopes we come visit another time. Thats called “smart customer relationship building ” Thank you, Wayne
Hotels.com Reviews & Complaints
I ordered a night stay in the charter house hotel in Hong Kong on the 20-21 of August via hotels.com with a non smoking room, queen sized bed. However, when we go to check in in the hotel, the staff if I recalled correctly, name Helen told us that hotels.com has not informed the charterhouse hotel that our booking was a queen size bed thus she can only provide us a room with 2 single beds. I was furious as I am staying in the hotel as a couple, how am I suppose to not share a bed with my accompany? I deliberately ordered for a queen sized bed and paid for it but ending up not getting what I ordered. I absolutely do not think that this is acceptable and the staff was not even trying to help us out. I would like to know why does the miscommunication happened? Does this mean that customers who ordered via hotel.com could not get what they want because of such reason? I would like to get a reply from hotel.com.
Hotels.com Reviews & Complaints
I paid hotels.com the cost of rm arrived at hotel and ketty told me they dont accept pre paid cards I explained I paid hotels dot com and she gave me smug look and said no handed me my card and id back and said kik rocks I was upset by their behavioir and her demwanor and how she approached me now I am sweating like a pig in my car in 90 degree heat
Hotels.com Reviews & Complaints
I received a confirmation email for a reservation I never made. I called the customer support line to find out what was going on. I was told to check my credit card and see if I was charged. If not, don’t worry about it. I asked why I got the email and if the email would be sent to the proper person. No answer to either question.. All I was getting was canned responses from a person I could barely understand. I’m guessing from the lousy service that their support is out of India. I was able to dig through the confirmation email and find the email address for the person that made the reservation and contacted him. He thanked me for doing what Hotels.com can’t seem to do. With this kind of support I don’t think I will be using Hotels.com any longer.
Hotels.com Reviews & Complaints
I received an email at 2:03 AM on Dec. 29, 2019 stating my email address was changed. When I called to rectify the problem I was not helped. I was told the department was closed and would not open again until this morning. When I called to speak with a reservations agent she was not able to assist me. I asked to speak with her supervisor and spoke with a gentleman by the name Rick D. No one is willing to assist me and I can not wait 72 hours for a return call or email. I’ve earned these points and I am being inconvenienced due to someone hacking into my account and changing my personal information to benefit them. I’d like to use my points tomorrow and I’m unable to do so. I’ve attached photos of two emails I’ve received. One proving the account belongs to me and other email I received yesterday stating my personal information was changed.
Hotels.com Reviews & Complaints
I recently booked a hotel for Budapest by Budapest Garden hotel and when I reached I wasnt able to contact anyone. no open opened the door and no one answered the phone call. After waiting for more than half an hour on street i had to book another hotel as no one answered us. I visited hotel on Sat morning which is 29th . At 8 Am i reached our booking spot Budapest Garden hotel. On reaching I tried to knock the door, call the guy. Making the door bell ring for 15 minutes and waiting for an hour no one entertained us. What kinda place is this where no one entertains you. Kindly provide us the refund as we never stayed. What would anyone do if we cant even stay and no one attends you. Regards, Prateek [protected]@gmail.com
Hotels.com Reviews & Complaints
I recently booked a stay at a Hilton hotel in NYC using Hotels.com. About 3 minutes after making the reservation I realized I had chosen the wrong Hilton and I wanted to stay in the same hotel as a friend. The hotels.com representative I called said they would try to negotiate with Hilton and put me on hold. They told me sorry, but Hilton would charge me one night’s stay to change the reservation. I’ve since been in touch with Hilton and I’ve found out that Hotels.com just flat out lied. Hilton is happy to change the reservation but it’s at the discretion of the company that took the payment, which is Hotels.com. I wonder how many people fall for the “I’ll call the hotel routine”. You know a bad business when they are interested in a short term gain of a few dollars over the long-term retention of customers. I will never do business with them again, even if the hotel was free.
Hotels.com Reviews & Complaints
I recently had a awful experience using your website and wanted to express my displeasure with your customer service representative. My family and I recently took a trip to Santa Monica, CA for the weekend and we booked a hotel that you offered on yoursite and paid for it though the website. We were busy running around and didn”t decide to go to the hotel until 11 at night. To our surprise when we pulled up with our 4 children to the hotel, that we booked through you was completely closed down and out of business due to a fire. We had to then scramble and try to find another hotel which was really difficult seeing that everything was booked out and the places that weren”t were to expensive. We finally got to speak to a customer service and all he said he could do was refund us our money. I can truly say I expected him not to only refund us our money but also compensate us for the inconvenience that was caused. We ended up at a motel in a bad area in Baldwin hills because it was to late to get a hotel room on your site or any other site because of the time of night. I am not happy and I use your service alll the time but now if you don”t fix this and make us feel like a valued customer than I will make sure never to use your site again and let everyone in my social media accounts know never to use hotels.com to book reservations because they aren”t reliable.
Hotels.com Reviews & Complaints
I recently had an upsetting experience with the front desk staff at the Embassy Suites by Hilton in San Luis Obispo, CA. They had screwed up my reservation and during the conversation to rectify the problem, the staff member bad mouthed the fact that I had booked my room through Expedia and said I should book directly with them next time (not that there will be a next time after the way they treated my family). He basically used this as a reason that they couldn’t fix their own mistake! Obviously, I have no idea what the relationship between Hotels.com/Expedia and Hilton Hotels involves but I would want to know if a company I had an affiliate relationship with was mis-treating my customers. Also, after reading the reviews (after the fact), I noticed that another customer had the same problem this month (and they have a child with a disability, as if their life wasn’t tough enough already!) – here is what they wrote: “once the front desk saw that I had booked with Expedia their whole demeanor changed. No pleasantries, or welcome, just an “oh you booked in Expedia, ” and poor customer service from there.” I won’t go into the details of the whole incident unless you would like them, but I hope you get it fixed because they are making your customers feel very unwelcome! I apologize that I did not get the name of the person involved, but there were 3 people working the front desk on Thursday, July 25th at 6:30pm. The most junior of them was a lovely young woman named Claire, she was trying to help me but got overruled by the other 2 who used the fact that I booked with Hotels.com as a reason not to upgrade me to a room which I had offered to pay the difference for (they said I could make a new reservation though, so obviously the room I requested was available). Thanks, in advance, for reading this. Kind regards, Jennie
Hotels.com Reviews & Complaints
I recently stayed at the HAMPTON INN in YORKVILLE IL conf # [protected]. PER YOUR WEBSITE when you PAY ONLINE You can BOTH COLLECT A NIGHT and REDEEM a night. I have been a HOTEL.COM customer for years and this is the first time I have ever experienced a problem. Customer service stay was rude and makes me question your professionals. I am always a Silver if not a Gold member due to the amount of stays I have yearly. I actually use your service over My HILTON HONORS program because i like the service and rapid rewards. If I had used my HHONORS, I would have been given not only points but a free night just for this inconvenience. A nights credit literally costs the company nothing, however, now I question my continued use of your program. I look forward to a resolution [protected]
Hotels.com Reviews & Complaints
I recently stayed on june 27th at an econolodge hotel in redgranite wisconsin. I made the reservation online for $74/room (2 rooms 2 people) per night (1 night only) and when it came time to pay for them I entered my credit card number the first time and it said they could not process it. So I started all over paid for it again and that time it worked. And then receive two emails with two different confirmation numbers. I waited until I got there and explained it to the hotel owner and he did not give a rat’s [censored] about the double booking/ two different confirmation numbers. I spoke with two different people about this and they said they would look into it and send it for review, I have not heard anything back and I want my refund for $156. 14. This is bad business practice and very unfair.
Hotels.com Reviews & Complaints
I reserved 3 hotel rooms at the Quality Inn in Morganton, NC for October 4, 2019. Upon arrival, I was told that they only had 2 rooms for me and I had a work crew of 6 so we needed the 3 rooms that we had pre-paid for. They only had two rooms. The work crew was all in one vehicle and had to go to another hotel and find rooms where they could all 6 stay at the same location. Quality Inn said that they would not issue a refund because they had the two rooms available and we should have taken the two rooms. That was not possible! They had to all stay at the same location so they had to go to another hotel. I called Hotels.com to complain and ask for my money back. They said the hotel is refusing since they had the two rooms available. I did not reserve 2 rooms! I reserved 3 rooms! I deserve ALL of my money back as we could not stay at Quality Inn Morganton and had to spend more money to stay somewhere else. We have been with Hotels.com for many years and use your company for all of our bookings. WE ARE NOT HAPPY WITH THIS RESULT! We should not have to pay one cent to Quality Inn as we did not stay there because they did not have the 3 rooms that we booked and paid for. Please help me get my $268.99 back along with my reward money that I also used to pay for this stay. The confirmation number of the booking was [protected]. Thank you for your response and help. We would like to continue to use Hotels.com but the result of this will determine that. We own a business and use you all a lot but never again if this is not resolved. Sincerely, Karen Lamm [protected]
Hotels.com Reviews & Complaints
I reserved a hotel from your site which was Econo Lodge in Canton, Michigan – for July 19- July 21st paid for in June 26th and was very disappointed in the cleanliness- room smelled- sheets not cleaned- next day-room not cleaned either wet towels still on tub-sent email to there information email on check out page.. I trying to send pictures but not coming up- if you need to see any- email me at [protected]@neo.rr.com .. we went to a wedding for my niece and tried to have a good time but I couldn”t shower at all didn”t feel clean and trust anything- I had to put sheet on top of bed to sleep . And we didn”t have money to go to another hotel- my husband a week ago friday had just got laid off- and didnt have extra $.. I would like a refund.. Kathy Elrick Account from Hotel was [protected] confinmation # [protected]
Hotels.com Reviews & Complaints
I reserved a room and my money was taken before I could log off no way to cancel if I found a better deal. The listing for the hotel I choose was a LIE the hotel was a very dangerous setting and nasty and dirty they advertised free parking which was a lie in fact I had to pay 32 bucks for parking for a day and a half which was 6 blocks away the hotel had parking they used it for there own use like to rent out expensive cars for $1600 for 24 hour usage they”re were drugs being offered and sold at the hotel. I called and complained about the hotel instantly and was told they would cancel my next day stay but I would be responsible for paying for another night somewhere else. I drove 13 hours to Miami and did not get to sleep or wash for 2 days. The hotel cut the AC off in the middle of the day and had my friend not almost pass out and I had to run get ice we would of never known. Hotels.com called me after days of my first compliant and they were very rude I would the world to know who your dealing with. Also the hotel took a $50 deposit off my card that I never received back I paid $213.00 for two nights of HELL paid $32 to park 6 blocks from my hotel and allowed the hotel to keep my deposit of $50.00 I plan to take them to court with a civil suit. After my complaints Hotels.com tried to adjust on my profile what I was actually charge watch the billing side they are just as evil.
Hotels.com Reviews & Complaints
I saw a hotels.com commercial that was geared at trying to humiliate women/moms. The commercial goes something like this: Two women are standing there w/ children playing & they look at their phone & see another women on vacation having a good time so the 2 women ask how is she there & we are here? Cap Obvious answers the two women by saying Condoms. That is extremely offensive to not only women but to all moms. The message that I got from this commercial was that if you are a mom you aren’t worthy of a vacation & you made stupid choices when you decided to have children. It also tries to shame us for our choices to become mothers so no vacation for us. It’s very degrading to all women. I am a mom & I go on luxe 5 star all adult all inclusive 2 week long vacations at least twice a year (last year we went three times). I am asking Expedia to rethink it & remove this commercial bc you not only offended me but you offended every mom in the world. If you do not remove the commercial I will NEVER use Expedia/Hotel.com to book my future vacations bc of your advertisement choices. I am not the only woman in my family, my circle of friends & my community that was offended by this commercial so Expedia will lose out on more then just my money. Trust me.
Hotels.com Reviews & Complaints
I scheduled an overnight stay in oxford ohio at hampton suites. I got there at 11 pm and was told there was no room reserved, yet hotels.com still had us as not having canceled. We had to waste an hour trying to find an alternative hotel. We are now staying in a disgusting hotel that cost even more than the hampton suites. All we were offered was a $75 voucher. I am most unhappy and plan to leave scathing reviews everywhere. There are cum stains on the couch in this room. Totally disgusting!!!
Hotels.com Reviews & Complaints
I Scott Thomas Noble recently booked 2 nights accommodation on the 10/02/20 to 12/02/20 at Sky Heart Hotel Koiwa Japan payed in full $124.97 via Paypal 31/07/19 . Confirmation no- [protected] . Case ID : S [protected] We advised Hotels.com of a change in dates on the 04/09/19 with ARKAV to the accommodation @ Sky Heart Hotel Koiwa from the from the 11/2/20- 13/2/20. I was told not a problem there shouldnt be an issue. Well it is now the 11/09/19 and still no confirmation of the change of dates. I have contacted MOHIT on the 6/9 and again please wait 24hrs to this to be resolved still nothing, then again contacted Elen B and the reply is that “we” are having trouble getting a confirmation from Sky Heart Hotel. So I rang Sky Heart Hotel Japan and they confirmed my intention of changing dates and had been in contact with Hotels .com. But still you deny any such conversations with Sky Heart Hotel. Now I again spoke to Hotels.com on the 8/9 with Gaurav and still was told there has been no contact with Sky Heart Hotel . Now I have rang today 11/09/19 with Debacich and still no confirmation or resolve of this simple task of changing one day!!! This has been going on now for over seven days?? and still no confirmation. What seems to happening at Hotels.com for this blatant disregard and waste of time to me and a simple change in booking dates. You are causing pain and stress to such a simple task and Iwas going to book my whole months holiday in Japan through Hotels .com but now have serious doubts in your professionalism in arranging any accommodation for me and others. Yours Sincerely Scott Thomas Noble 11/08/19
Hotels.com Reviews & Complaints
I searched for two bookings on the Australian hotels.com page. The URL clearly states hotels.au in it, the Australian flag is present in the top right corner of the screen and AUD for the currency is also indicated. I made two bookings of $270. Then my bank statement had two payments of $400AUD taken from it. I contacted Hotels.com through their online chat service. The agent told me I had booked through the American site and was quoted in US dollars and hence when it was converted to AUD I was charged more. I explained I hadn’t used the American site and they clearly have a glitch and I could send screenshots to prove it. The agent just said we don’t have an email and you can’t send screenshots (pretty poor customer service to not have an email I can send this to to prove your glitch). When I asked what about the fact I’ve been charged $250 AUD more than I expected and am now out of pocket for that money and that Australian Consumer Law means your prices have to be correct. The agent just said they couldn’t do anything other than escalate my concern and wait for an email.
Hotels.com Reviews & Complaints
I sent in my complaint and request for a partial refund on11/28/2017 and again on 12/12/2017 and was told someone would get back to me on both occasions. REQ:M-1904605. It is 7:30 p.m. EST on 12/15/2017 and I have still not heard from anyone. I have contacted NBC (local Hartford). They have a segment where they air the issues and contact the merchant (in this case Hotels.com) and try and remedy the situation. They are reviewing my complaint to determine if it will air. Their number is (844) 303-RESP. I am sending a copy of this correspondence to Fairfield Inn by Marriott because they were mentioned in my complaint. I cannot tell you how disappointed I am in your organization. If my segment is aired, think of the negative publicity that both you and Fairfield Inn by Marriott will receive. And the irony is, if you refer to the complaint, you would agree. Joseph Oddie [protected]
Hotels.com Reviews & Complaints
I signed up through your mobile app last year around June or July 2018 and booked hotels through the app. While doing so I was collecting hotel reward points. I received a confirmation that i earned 1 or 2 hotel reward points on each booking and I have the screen shots to show that I did earn points for those bookings. I called on March 4, 2019 to see if I could redeem the 13 points that I know I have per the screenshots from my completed booking and the customer service person stated I was not enrolled and enrolled me. I told him I was enrolled back in June or July of 2018. He then escalated my issue and said someone would contact me be Friday March 8th. No one did. I called today, March 11th and was told sorry by another customer service person, sorry not sorry you are our of luck. If I wasn’t enrolled in July when I booked all of the hotels, why would I get a confirmation stating I have earned points. I was not just an email subscriber, I downloaded the app and created what I was supposed to to get an account. I would like all of my previous completed hotel stays credited to the account they now have created since they cannot seem to find my other one. the account number is 4951448 and my name is Jan Tillman. I would also appreciate someone contacting me regarding this and letting me know when it has been taken care of. My phone number and email is: [protected]@yahoo.com [protected]
Hotels.com Reviews & Complaints
I spent an hour on the phone being transferred all over trying to ise my hotels.com card i asked supervisors and all n got no where no room after an hour by this time this company shoulda made right by a discount or free nights stay but nope not hotels.com i never have ised this company ever after an hour n half i gave up and im call better buisiness beareau as hotels.com does notcare about the customer or how they treat u wont help u and when asked for corporate all u get is some random gift card num er this was a gift to me its the worst gift i ever received ill never ever book with this company unpolite unhelpful and plain refuse to answer corporate phones. Or help when they themselves have put u throughplain hell all for a one night stay…
Hotels.com Reviews & Complaints
I spoke with a couple representatives tonight about a stay I previously had, staff was rude and had bugs in the room, would not reimburse me so I had an agent promise me 200usd credit towards my next booking, I been hung up on by supervisors and treat poorly! This is the worst i’ve ever in countered, Would never book through hotels.com until my money is handled properly! Hotels.com needs to listen to phone calls and fire poor customer service agents
Hotels.com Reviews & Complaints
I spoke with alleged Supv JC and Agent Jason who both were extremely unhelpful and did nothing to get me into my room. I spent an hour in the lobby on hold while they did nothing to pay the hotel for which I had already paid hotels.com for. I will never use hotels.com ever again for their extreme laziness and disregard to my time and personal respect.
Hotels.com Reviews & Complaints
I submitted a comments form as requested, but it was rejected for no apparent reason. Here they are again: This is not a 4-star hotel as claimed for lack of ambiance, unattractive rooms and indifferent management. It could be an adequate 3-star hotel. It has glitzy chrome and glass bathrooms which do not have some very basic things like soap dishes in the showers. When we arrived we were not provided a room with walk-in shower as requested ( for medical reasons), but were given room with a “climb over high bath tub sides” shower. We were told that management does not review special requests until the night before arrival, and by that time walk-in shower rooms were booked. That problem was fixed the next day. Apparently the hotel has only a few rooms like that. The staff was friendly and helpful, something that could not be said about management. We had to cut our 5-day stay short by one day. The hotel refused to give us credit for the extra prepaid day. The reason given was that “it is in the computer”, as if this were some inviolate natural law. They also charged us an extra day for parking, even though it was not prepaid. Charging for services not provided is neither fair nor honest.
Hotels.com Reviews & Complaints
I used the hotels.com app to book my hotel stay so I could collect my points towards a “free night.” I also used an outside coupon which saved me around $27 dollars. I tried applying the coupon from the hotels.com app, but was unable to. I therefore called customer service to help me with this booking. The customer server rep tried to apply the hotels.com coupon but also was unable to. He then suggested rebooking the hotel through him to use the coupon. I asked, “is there going to be a penalty for me to cancel and rebook this reservation.” The rep said, he would check with the hotel and get back to me. The rep then placed me on hold, to call the Cove Haven resort to inquire about penalties, if I was to cancel the existing reservation. After what seemed like an eternity, the rep return to the call and told me, I could cancel and rebook to use the hotels.com coupon, which would save me only $19. At that point the rep also told me, I could only apply one coupon. I then told the rep, I would keep the larger discount coupon. After my stay at the Cove Haven Resort, I called hotels.com to add my nights, (because my points were not added for the last hotel I stayed at in Myrtle Beach). I was then informed that my booking did not entitle me to any points towards my free night. I was very upset by this information. If the rep had advised me that using the larger discount coupon would invalidate my two nights towards a free night, I would not have used the $27 coupon, I would have used the $19 coupon. I am very upset because I called hotels.com for guidance with my booking. I was not given proper guidance. The coupon issue is something that the rep should have advised me about. When I called to complain about how my booking was handled, I was told that the coupon policy is in the fine prints on the website. That is understandable, but if I called for help with the booking, I should be informed of this fine print. I believe, a part of a customer service job, is to help customers who are obviously having difficulty with the product and to suggest or to guide the customer to the best possible alternative. I did not get the best customer care from hotels.com. Consequently, in the future, I will take my business to the other booking companies where I believe the customer service reps will be more knowledgeable of the product and will be able to provide me with information about the service which will be in my best interest.