Hotels.com
Reviews and Complaints

I am disgusted with the hotel I stopped in we had a broken bed base and dipped mattress. The shower base is cracked the seal around shower is out and not sealed properly there was a public hair in shower. tooth pick behind the sink. The noise of people coming in was terrible at gone 3-4 and all threw the night when people was walking around outside our room and in the room above the floors was creaking like mad so had no sleep with that and sleeping on the floor I dont no how it is classed as a 5* hotel is beyond me and the price I paid was way to much to pay for this hotel I should be refunded for this as it's not worth the price or the stay
Please can someone get back to me on [protected] thanks
Tracieanne arme

I joined to earn points and to ONLY earn points for a free stay. So I have book 11 nights and I still don't have my free night. My 3 day mini-vacation stay booked through hotels.com has disappeared. Either given me my free night or refund me my average stay which is what I prefer because I do not care to do business with hotels.com again. This is a scam company

I joined Hotels.com to receive points for hotel stays to eventually earn a free night for every 10 night stays. Well here comes the times when I should have earned my free night and one of my stays, a 3 night mini-vacation, disappears from my bookings list so hence I "don't" earn my free night. This company is a scam! I would NOT use them again.

I booked a hotel in Alaska on May 27th and paid 829.52 via PayPal. I received several emails from Hotels.com confirming my stay. When I sought to see my booking it said I didn't have one. Turns out the hotel had been closed and the owner arrested. Turns out the confirmation number was bogus. I tried several times to relay to Hotels.com my issue but the system didn't recognize the number I was given.

Help! I don't know where else to go and I was unable to get through to real person at Hotels.com

So you are rewarding people who "help to give a free "shot" for the Covid"? Some virtue signaling! You are wallowing in fear and ignorance, and you are a danger to society. Maybe you should do some research about the horror stories associated with these non-approved and poisonous "vaccines". You are offending at least half of your customers, including me, and I will never use your service again.

booked 5/03/21 thru Hotels.com. booking # [protected]. 6/11/21 Home from Home emailed they overbooked had to relocate me. If I refused, I had to cancel booking, they'd instrct Hotels.com to issue full refnd. I called Hotels.com 4 times, reps promised to contact establishment to request written cancellation. Home from Home & Hotels.com service is pathetic. I want my refund.

I made a reservation through Hotels.com for a room at Travelodge by Wyndham Roanoke located at 6621 Thirlane Rd, Roanoke, VA. 24019, VA,
(Phone: +[protected]) for arrival on 7/31/21 and departing on 8/1/21. My confirmation number was [protected]. I arrived at 3pm on 7/31/21 and registered, I was given room 120. This room was next to room 119 where the hotel maintenance man lived with his wife, 2 children and a dog. The dog barked continuously, the children were noisey and the maintenance man raced his motorcycle during the evening. I contacted the front desk and I was relocated to room 122. While I was retiring for the evening I opened my bed side desk and found a used condom lying in the drawer. I contacted the front desk again. The desk person came to the room, apologized and took pictures of the filthy mess to give to the manager. I stayed in the room that night because it was late I did not want to move again, but it was disgusting. I left early in the morning but again complained to the front desk and demanded a refund. I was informed that my compliant would be given to the manager for review and he would contact me. I was not contacted so I contacted Travelodge a few days later and was informed that Hotels.com could only give me a refund. I contacted hotel.com and again relayed my issue on 8/4/21. They informed me of a resolution within 72 hours. I received the following email on 8/9/21:
Hello Morris,

We have received your refund request on your reservation with Travelodge by Wyndham Roanoke. We communicated with the vendor on your behalf, and despite our best efforts to negotiate for a refund, the property decided to denied our request. For this, we are unable to process refund.

We hope for your kind consideration and thank you for choosing Hotels US.

Sincerely,

Josh V.
mnllverallo
Hotels US Customer Service Team

On 8/9/21, I contacted Hotel.com again and informed them that was unacceptable and I wanted my refund from them or the hotel. However neither them or the hotel would take any responsibility. I then received the following email from Hotels.com informing me that I needed to contact Travelodge and provide Hotel.com with the following information.

Hello,
Thank you for contacting us
Please reply to this email with your approval and include:

Approver's first name:
Approver's last name:
Approver's position:
Additional comments:
Thanks for your consideration.

Hotels.com informed me that they could not contact Travelodge but I needed too and get this information. I informed them that their previous email stated that they contacted Travelodge and could not get a resolution.
They once again stated that I would need to contact Travelodge and get the information. I contacted Travelodge on 8/10/21 and they refused to give me any information not even the managers full name.

Hello,

I booked a room in hotel Admiral in Budva Montenegro from August 2d till August 9th. Using hotels.com and got the confirmation.
My email: [protected]@yahoo.com.
Confirmation Number: [protected].

On evening on August 2d I arrived to the hotel Admiral I was told that there in no booking made on my name.

The hotel clerk called Expedia and got the confirmation on my booking, but she said that no calls were made was made to insure booking on my name with Admiral hotel and the last booking for dates like that were made about July 17th meaning they took my money for the hotel booking that was not available for two weeks already. Admiral hotel had no vacancy for August 2d or coming days.

I went to closest hotel and was fortunate to get the room for one day.
Next day the Admiral employee was kind enough to call hotels.com, but she was told that there is unusually high activity and the waiting time is very long. And it is impossible for me to call them from Ukraine where I am now. My vacation was totally ruined, staying in one hotel, looking for another with at least one day vacancy, adhering to moving from one hotel to another schedule instead of just relaxing on a beach. This is a middle of a season, you know.

Expedia was available for phone calls and they told the Admiral employee that I am eligible for refund. So theoretically I guess I am. But due to quarantine I and other issues I stuck in Ukraine where practically no way to contact hotels.com.
I've got the impression from other cases I found on Internet that that was their purpose. If there is a vacancy - they charge clients for the services provided. If no vacancy - their proceeds would be via using client money for the time needed for that client to get home and be able to make time to call them. If that is never possible - even better.

Valentyna Polyakova

Date: 7-8 Aug 2021

We booked a standard room with a 140cm bed at the Hotel Europa in Aabenraa from the 7th to the 8th August 2021. We were expecting a small room with a small bed, no issue with that. We have been given a small room on the third floor at the very end of the corridor.

However, paying USD 170 in a 4 star hotel, we were excepting to get a normal bed, which unfortunately has not been the case. We really had a terrible sleep, my wife and I waking up with a strong backpain.

In the morning, we checked the bed and realized that it had no mattress: it was simply a boxspringbed with a topper only. Laying on the bed, it felt like being on a camping air mattress: one of us would move a just little, the other would literally jump and the worst was that we were feeling each bed spring. Something with this bed setup was definitively not right and in no way was it '4 star hotel bed'!

I have spoken about the problem with the manager (in the job since 2 months) at the checkout. He was very professional, came with me to see the room, checked the bed and agreed that it was not ok and not at the level of a 4 star hotel. As we booked through Hotels.com, he asked us to contact you to get the room refunded, at least partially.

Kind Regards,
Claude-Alain Balmer

Cannot for the life of me get an agent, email or ANYGTHING from Hotels.com. They owe me right at $400 and WILL NOT answer me OR the hotel. We all know I am legitimately due this refund. Have tried NONSTOP for 5 days. I think they have me blocked!

see the following email I sent to LaQuinta Inn AND Hotels.com after I received a denial letter from hotels.com

Hello, Arthur!
You're never allowed a day off again, lol. You were soooooo kind to me, Pat Rickels, during my recent stay at LaQuinta, but the next day after you OK'd my refund with Hotels.com, you were off and the rest is a nightmare! I truly hope YOU can help me get my $400 back from Hotels.com OR your hotel. I have no idea where my money is, but Hotels.com says LaQuinta Inn refused my refund. I know ~ INSANE, right?
After you and the male Hotels.com agent cleared up the 5-day stay and turned it into a 1-night stay, the next day, the LaQuinta Inn desk clerk (a male) tried to kick me out of my room, but I had told him that Arthur had talked with Hotels.com and my stay had been extended for another day. ANYWAYS……..fast forward 11 days of fighting with Hotels.com trying to get my refund…….I will send you a copy of the email as of this past Friday, where they stated I was due no refund because of LaQuinta not OK'ing the cancelation. NONE of this is YOUR fault and please don't think I'm trying to blame you. It is simply a misunderstanding, but I cannot for the life of me get a Hotels.com agent with an American accent and cannot make them understand! YOU are my only hope and as I am on disability, this $400 is desperately needed!
As a snooty Hotels.com female agent delayed my refund ON PURPOSE, stating they had 10 days to take care of any refund no matter what I say…….the 10th day (Friday, August 6th) I received this email!

Dear Pat Rickels,

As advised by our representative on your previous contact, we advocated with the hotel on your behalf.

However, the property at which you booked your stay for itinerary [protected] has declined to waive the penalty for your recent reservation.

Kind regards,

Edwin M.
Hotels.com US Customer Support Team
I spent ALL weekend trying to get someone from Hotels.com to help me, but to no avail. Ironically, no Hotels.com agents were available all weekend! It finally dawned on me what had happened about 3 AM this morning and I sent them this email in response:

Re: Waiver Request- Itinerary [protected]
Pat Rickels
To:[protected]@chat.hotels.com
Mon, Aug 9 at 3:14 AM
I believe I have finally figured out the confusion. My original stay was for Monday and Tuesday night (July 26 with checkout the morning of July 28th - confirmation #[protected] which was non-refundable). I had a car accident at noon Tuesday and had my car towed to a body shop who informed me it would be a couple of days before they could look at it. I then went to extend my stay for the same room for Wednesday night July 28th for 5 nights (confirmation #[protected] - which I made SURE that it WAS refundable before making the reservation.) My son picked up my car from the body shop that same day (after making the reservation #[protected] and took it to a friend's house who invited me to stay with them to save on hotel costs. I explained what happened to Arthur at LaQuinta Inn and told him the 5-day stay would be reduced to one night only.
I chatted on line with a male agent with Hotels.com and he put me on hold while he talked to LaQuinta Inn to ok the cancelation. I carried my laptop to the front desk while the agent was talking to Arthur at LaQuinta Inn. Arthur ok'd the refund and I ASSUME he changed it to just a one night stay. The agent said he would try to put a rush on my refund due to my extenuating circumstances. After seeing no pending transaction with my bank, I contacted hotels.com again and got a grouchy female agent who was actually quite rude. I snapped back, (which I know I shouldn't have) and could tell from her attitude that she was going to stretch my refund out for the ENTIRE 10 days, which she pointed out to me that ya'll had 10 full days to make your decision...and voila! That is EXACLTY what happened. On the 10th day, I got your email.
Again, I ASSUME the female agent called the LaQuinta Inn to ok the cancelation AGAIN (which Arthur was off duty by then) Arthur had changed my stay to ONE night instead of the 5, so when the female agent contacted LaQuinta Inn, they said no, I was not checking out that I was staying. I DID stay the ONE extra night. Laquinta Inn called me at the body shop asking me why I wasn't checking out. (It was past noon) I told them I had already added an extra night and to contact Arthur because he was the one who handled it.
Soooooooooooooo without further ado, and since I canceled within the allotted time, I am due a 4 night refund...PLEASE get this straight...I NEED MY MONEY!

On March 21st I made a booking on Hotels.com for a Super 8 in Steubenville, Ohio. On July 28th I went there as I had booked, but the Hotel was out of business. I called Hotels.com customer service and had my first call dropped after an hour and ten minutes of waiting. I called again and had it dropped after waiting 45 minutes and 50 seconds. I had to book another hotel through a different website. Later in the evening I called customer service again and was told I would receive a refund within 10 days. I never received it. Yesterday I called customer service and asked to speak with a supervisor.
They told me one would call me back within 24 hours. No one ever called me back. Today I called again, asked to speak with a supervisor and was transferred to a "higher authority". After waiting o hold for 39 minutes and 34 seconds, my call was dropped by them. I called customer service again and was told someone would answer my call within 2 minutes. After waiting 5 hours, 3 minutes and 12 seconds, I hung up. I want a refund of $353.32 which is what I paid for the hotel that was out of business. Hotels.com is a fraudulent company as far as I'm concerned. They have stolen my money.

The site overbooked a hotel. Ok, but then allowed me to book the same hotel again after being told, on my way to the hotel, that there was a "booking problem" and I no longer had a reservation. The person at the hotel said I might have to request a refund. REALLY? After your site booked me TWICE at a full hotel? Get better programmers. The ones you use suck.

Hotels.com reservation confirmation [protected] - Ramashinta Resort and Spa - Naga
I booked this hotel lfor July 17-18 and when we got to the place hotel is renovation and under lockdown so they did not accommodate us. Later on the hotel contacted us via Hotels.com messaging on up and and confirmed that will coordinate with the Hotels.com to process refund.

But Hotels.com messaged me that they could not reach the hotel to confirm the refund/cancellation.

I called yesterday August 6, 2021 and escalated the concern but no manager called me back.

Please see attached conversation with the Hotel.

Hotel I booked was not physically available. They are cheats, it takes forever to get any response from there agents. Pathetic

Horrible customer service. I was waiting for almost 6 hours. It said an agent was expected to join the call in 2 min. That obviously did not happen. I tried again and after 15 min was disconnected. Absolutely horrendous. Never again an I using hotels.com to book a reservation. I am trying again a d it said the agent will connect within 15 minutes I very much doubt it. Will probably be waiting all day to try to speak to a rep.

I rented a room through you all on 7/10/2021. I actually booked the wrong date and when I realized it I called the hotel directly and was told to come on in because they had cancellations and I would be able to stay there. I get there end the hotel is closed and I have to spend money to get another room. So the next day I contact you all and was told I couldn't have my money back after I canceled the reservation. So I call the hotel directly and they told me that I could get my money back and all you all had to do was called. So I called back and told you all that and was sent an email to get the managers name and I did. Two different times I called you all back because your staff stated that they could not get in contact with the staff there, however every time I called I was able to talk to a live person. I wasn't able to get my money back nor did I stay there. I would have thought I would have been offered a credit since it was your staff that claimed that they could not get ahold of the staff at the motel even though I was able to. You're staff is not trained well and I was given the run around because they didn't want to do their jobs. So unacceptable. I will never book through you all again.

supportUK_e5584c08-f28a-432c-9df0-96f29295b265_v2@chat.hotels.com

I would be grateful if you could kindly reply to the email sent several times to the supportUK and see fit to provide a better offer than a £25.00 voucher in relation to my complaint. The £25.00 is merely the difference of paying hotels.com the £107.40 paid for the room when booking and the second payment to the hotel of £82.00.

My initial complaint was that we were awakened by the kitchen vents at 6am in the morning but hotels.com did not state that the room would be subjected to this atrocious noise at 6am in the morning when advertising on your website.

Also, there was the hassle incurred when checking out that we had not paid and paid again only to discover when we got home, a few days later that we had paid to hotels.com in May. There was more inconvenience in emailing the hotel to complain, having to contacting our bank and emails to yourselves for not an enjoyable stay at McKays, Pitlochry. We felt that the hotel should have compensated us as well as yourselves, but they have not.

Please see fit to offer much more than your current £25.00 voucher of a next booking?

I hope to receive a reply by return as emails I have been sending to supportUK - are not replying!

Thank you.

Thank you for your reply but feel what is offered is not enough and seek a higher compensation than currently offered.

Many thanks.

------ Original Message ------
From: supportUK_e5584c08-f28a-432c-9df0-96f29295b265_v2@chat.hotels.com
To: [protected]@btinternet.com
Sent: Sunday, 11 Jul, 2021 At 11:33
Subject: Hotel Complaint

www.hotels.com
Dear James,

I am contacting you in regards to your recent experience on the trip/stay under itinerary number [protected].

Please accept our sincere apologies for the inconvenience.

As a gesture of goodwill, we are pleased to offer you 25 GBP coupon that will be added to your account and you can use that coupon for your future hotel reservations with Hotels UK. The voucher can be used for a booking made for at least two nights.

We value your feedback and would ensure that this does not arise in future again.

Please send us a confirmation of your acceptance and we will add the voucher to your account.

We look forward to hearing from you.

Kind regards,
Rajat
Hotels UK Customer Support

I reserved a room in a hotel in i̇stanbul for a night and paid but after a while the hotel called me and said that they don't have availability, although it seemed vacant in hotels.com... So I tried to cancel my booking but couldn't succeed. I wrote to hotels.com and informed them about the situation. They seemed to do something but at the end they wrote to me that they could do nothing about this... Such an irresponsibility is not something that I can accept.. They got the money and in order to not to refund, they collaborated with the lousy hotel... I would highly recommend to anybody to think twice before working with hotels.com... : (

We made reservations a week in advance to attend my sister in laws graduation. After the a graduation celebration we went to check into the hotel, Red Roof Inn, on 7/30. After several attempts the front desk guy stated we weren't in their system. They were unable to find us with our name, confirmation number, and even attempted to show the guy the email confirmation but was very rude and brushed us off. He rudely stated he can't do anything and we would have to pay full price but they didn't have any rooms available. We immediately called hotel.com waited an hour to talk to someone to be told that our confirmation looks correct and that was that. At this point it was 2 am and we were already trying to look for other rooms but all hotels were booked or were extremely expensive. This was a great disappointment as we missed out on sending time with our family who just graduated as we had to drive 4 hours back home since we couldn't stay anywhere else.

I completed a reservation through the app on my phone on a 6 nights stay at the Double Tree in Ontario, California. Reservation #[protected]. I have called numerous times to find out when my rewards will show up in my account. I have been told several different reasons why: 1) the reservation was in my husbands name, Ronald E. Larson. It was not as the property would not check us in without my ID as it was in my name. 2) the property needed to confirm the reservation was completed and a written notification needed to be sent to them. You were paid and we completed our stay. 3) this reservation needed to be confirmed by management and we would receive a response in 72 hours, it has been 96 with no return all. I have called consistently for the last 2 weeks and have been disconnected more than 5 times after I explain why I am calling. I will be researching further how to file a formal complaint if this matter is not resolved and the stamps credited to my account. I am beginning to believe your stamp program is a scam.