Hotels.com
Reviews and Complaints

Contacted hotels.com on Sunday 11th July at 10.30am to ask if we could change a bookings which was partially paid using a voucher. Was advised that This could be done.

Called back at 5.45pm after changing our other trip plans to amend hotel to be advised we couldn't do this without losing the voucher.
Asked to speak to a manger and was guaranteed a call back before 11pm same day. We only had until midnight to amend this booking. No call back.

Called back at 9pm and spoke to another agent who completed another escalation for us and was told it would be 48 hours before someone called us back.
Clearly the first agent just wanted me off the phone and told me lies about getting a call
back same day.
I had to amend booking and pay the extra room cost.

Shocking customer service, lack of cal backs and wrong information provided.

Now want a refund and my compliant handles.

Dear Sirs,

RE: Hotels.com reservation confirmation [protected] - The Bailey's Hotel London - London 09/07/2021 to 11/07/2021.

I sent a number of emails to Hotels.com at the time on 9 July 2021 and I am still deeply disappointed by their shoddy treatment following the debacle at check-in on Friday 9 July 2021.

Hotels.com did nothing to help me for over three hours whilst I desperately tried to reach them by telephone and email. Hotels.com left me hanging on the phone for hours and provided zero explanation for why the hotel could not locate my booking and payment.

I am still out of pocket by £311.48 because I had to pay the hotel again just so I could check-in and get on with my trip. The three-hour debacle undermined my plans for the evening. I did not arrive at the hotel to spend three hours checking in whilst Hotels.com and their wholly incompetent agents went about trying to outdo each other in how to deliver maximum discomfort, disappointment and embarrassment to a long-term customer.

Please ensure Hotels.com make immediate reparations by:

1. Refunding me the sum of £311.48 without delay given I am out of pocket after having to pay again.
2. Ensuring that Hotels.com credits my two nights stay.
3. Ensuring that Hotels.com pays to me a further sum of £500.00 by way of compensation for the hurt, discomfort and loss of enjoyment they put me through.
4. Ensuring that Hotels.com adds a reasonable credit of £200.00 to my Hotels.com account.

I trust you Hotels.com treat this as a matter of priority and provide me with the courtesy of an urgent response within the next seven days, otherwise, I will have little alternative but to commence proceedings forthwith without further notice.

Yours, in complete disgust,
[redacted]

My name is Jon Ayars on 4/26/21 i booked a room at the Hilton SF. For 4/28/21 less than a half hour later I had to cancel. I even emailed them a cancelation request after canceling on the reservation cite.. i contacted the Hilton directly and they confirm that i didn't have a reservation for 4/28/2021 & that i didnt check in. When hotels.com charged my bank account i immediately contacted them an instituted fraud charges but after 75 days Hotels.com collected a $103.76 for absolutely nothing

I booked on 26 May 2021 for a one night stay at Four Seasons Hotel with my family on 26 June 2021. My Confirmation number is [protected]. Unfortunately, my city went into lockdown the day of our stay due to COVID. We were therefore unable to go. I rang Four Seasons and Four Seasons confirmed that it had not and would not charge me for the night. However, I had already paid AUD$671.98 to Hotels.com during booking.

I called Hotels.com and was told that the issue would be put through to the assessment team. The assessment team replied and asked me to get a refund from Four Seasons myself. However, I cannot get a refund from Four Seasons as Four Seasons has not charged Hotels.com. This means that Hotels.com is keeping the money for themselves.

When I rang ask the second time, I was told the waiting time to speak to an operator was 2 hours when my itinerary/confirmation number was entered. When I used another itinerary number of a previous booking, the waiting time was 2 minutes! My number was blacklisted! Hotels.com still refuses to refund me any money, even though I have confirmation from Four Seasons that they have not taken the money, not even the cancellation fee!

We booked though this app. Got to the hotel after paying in full. The couple in front of me were complaining about a filthy room and non functioning toilet. I waited patiently for about 40 minutes. I got up to the desk and the worker said that they did not have any rooms and all I had to do was get with hotels.com to get my refund. Hotels.com only refunded me 2/3 of my money despite buying the insurance. This is the worst experience I have ever had with a booking company! I do not recommend hotels.com and I absolutely do not trust them with the experience I had. I absolutely will never refer anyone to hotels.com.

Booking # [protected] for Home Towne Suites, Colorado Springs on June 27th was cancelled on June 27th due to the condition of this facility. Hotel manager could not open the door going into the hallway because the door handle fell off in her hands, she was taking us to the third floor but the elevator malfunctioned, she had no rooms on the first floor available to us. She offered to help us find another place to stay and urged me to contact Hotels.com to cancel the reservation. This establishment is being used by locals and is not a suitable place for Hotels.com to promote. Your judgement is questionable if you continue to list this place as a potential place to stay.
I was on the phone for two hours awaiting someone with the experience to credit my account which I was told by the rep was definitely what should be done. When I was passed on to the third person, a manager, the phone went dead and I received no call back even though I was told I would. I then tried to contact Hotels.com virtually and again was passed on to three people. The second person said they had no experience in refunding a package. The third person, the expert, never came on line.
I called Red Roof who confirmed that Hotels.com was not charged for this reservation - cancellation #[protected]. So even though Hotels.com lists this place as a non refundable listing, Red Roof made the exception due to the deplorable condition of this site. So there is NO reason why I shouldn't be getting my refund.
I waited the appropriate time to have the refund processed but to date I am still out $218.38 from Hotels.com.

I booked a 5 night stay at the Quality Inn & Suites Lufkin, Texas for my family and i chose this hotel because it had a decent price and had breakfast available on site. There is no breakfast here at all .
I have been calling hotels.com for the last 3 hours and spoke to a live chat agent regarding the false advertising on the booking web page and multiple locations on booking site. I have requested a call back 3 times this morning and I cannot get through and was forwarded to other dept and put on hold for 1hr 45mins and have still not resolved my concern and frustration regarding the false booking ad.

See below a letter sent to the managing director of Hotels.com. Have not had a reply.
__________________________________________________________
Dear Mr. Smith
I am sorry I have to send you this email but feel I do not have any other choice. I have been trying for some time to get my holiday issue with Hotels.com resolved but we have not been able to come to a conclusion. We have basically been told there is nothing that can be done and I am sure this is not the case.
This all began with a booking we had for Italy to attend a wedding in June 2020. This was cancelled because of the Pandemic situation. This was a non-refundable booking as we were definitely going to travel. When this was cancelled we were told that Hotels.com would issue us with a voucher. We were quite happy with this as we still wanted to travel. The holiday was therefore changed to June of this year. However, because of the continued problem with the Pandemic we were again not able to travel. We contacted Hotels.com to ask for our voucher to be extended. This took us many weeks and wasted hours as there was no reply when we called and just a recorded message telling us Hotels.com 'were sorry but they were having trouble and could not help with this right now'. We tried the chat line on your website and were, at first, told they could not help with the situation. We eventually tried the chat line again and at least we managed to get passed to a representative. After 2 hours on the chat line the representative said she could not help and we would be passed to a higher tier. This was your Support UK department and we have now had contacted with three different representatives. We were told it was not possible to renew or extend our voucher as it was a one use only voucher and it had been used to book for this year's holiday. The last email I received just said that they had been in contact with the hotel in Italy and they had decided to follow the terms and conditions of the booking and not issue a refund, which we have never asked for. We basically would just like our holiday which we have paid for.
Due to the Covid situation these are not normal circumstances and we have not been able to travel. I made the point to one of the representatives that there must be someone in your organisation with the authority to look at our situation and issue us with another voucher for next year or extend the one we already have. I really hope that you are that person and that you can change the procedure for this particular predicament.
My wife is registered disabled and has a brain tumour, fibromyalgia and lower vertebrae fused together. This situation is causing her a huge amount of worry and stress and I would really like this situation resolved to stop her anxiety.
I do have the thread of emails going back to when the first booking was cancelled and can forward them to you if required. Our booking reference is [protected].
I look forward to hearing from you.
Regards
Peter Bond
Email: [protected]@live.co.uk
Tel: [protected]

June 12 tried to book a room for that night. We were doing a day of sightseeing and wanted to spend the night. I entered all of my correct information, double checking everything, then hit enter on my computer. It had changed my booking date to Aug 1-2, 2021. I didn't want that date. I wanted June 12-13. When contacting Hotel.com, they said I needed to contact the hotel directly. When contacting the hotel directly, they said I needed to contact Hotel.com. I will never use any of these booking places again!

I booked a hotel room with Hotels.com and was not happy with the room offered.I had some issues with the stay---the shower in the room was faulty--- booked with Hotels.com and was sent a credit coupon as compensation.
Booking ref----[protected]

Credit coupon sent 19th July 2020 number GBP50 GWC2A675U7

I have been unable to resolve this matter online or by talking to an adviser.

I would be grateful of your help as the voucher will shortly expire.

Booked a luxury rental through Hotels.com for my daughters' 21st, 4-6th June. Huge mess up ensued with property not being available. From that point onwards, I have been attempting to get a decent, professional response from Hotels.com regarding the appalling customer service. I have tried calling (on hold for over an hour), writing (no response after 3 weeks), emailing (no direct email suitable), tweeting (DM response from Hotels AND Expedia - no capable reps to provide any form of resolution - have kept all messages to prove this).
I also attempted to use 'Resolver' online but Expedia have not responded through this either.
I have been a loyal, regular customer of Hotels.com for both business and leisure purposes for many years and am utterly aghast at how poor their customer service has been on this unfortunate occasion.
Itinerary no: [protected]

I have booked a room trough their website for 2 night for 4 of us 2 adults and 2 kids. When we have arrived we have find out there was no room booked under our name, the lady on the phone, told us that they don't work with them any more, and get in contact with them but when I tried to get in contact with them I was asked the itinerary number which I wasn't provided with but only the reservation number witch wasn't very useful.
I had to find a room by my self ending up pay more. When later i've managed to chat with them I was told that their policy doesn't full refund, but only the 70% of the purchasing, even though its entirely their fault.
Later I found out that other people had the same experience like me whit the same hotel and same area, and the never took an action about it, so they are like buddy, they robber honest people with their tricks. Avoid them!

My name is Jennifer and I have been trying to get my refund from hotels.com since June 26th they're telling me I need to phone the hotel manager and get his name and his number and get the okay that they can refund me back one person says and then another person says that they have to do it and then I was promised me phone back by 2 supervisor yesterday and I didn't hear nothing this is the worst f****** service I've ever had. I have been hung up on by the customer service reps countless times and I wasn't even being rude! hotels.com is b******* your guy the service sucks and I want my money back today I shouldn't have to wait this long I was given a kiss number I told her I would have my money within 72 hours

My hotel has cancelled my holiday due to it remaining closed for COVID, I used a gift card voucher to pay for the holiday but Hotels.com are not returning my money. They say they need proof the holiday was cancelled which I have an email from them saying it was cancelled. The hotel had free cancellation so even if I was cancelling I would still be entitled to a free refund. The customer support team give different details over the phone with one promising a refund if I called back with my gift voucher number which I did only to be told that this is incorrect.

Hotels.com left me stranded at midnight in the middle of nowhere when a hotel reservation I paid for wasn't recieved by the hotel and I was not allowed to stay there. I've been a high paying customer of hotels.com for 10 years (100's of rooms booked a year through them) and when I try to call to get a simple refund it has taken me 5 days of calling and still no refund. Shame on you. Do better.

To give you some context, I booked the Ritz Carlton-Zadun in Cabo San Lucas on May 6th, 2021 for 5 nights through hotels.com. The total with taxes and fees was $5199.20. My husband came down with a bug this past week that prompted me to go look up the cancellation policy for the reservation. To my surprise, the reservation was already cancelled. I received no cancellation email from hotels.com, and never cancelled this reservation. Luckily, I looked the reservation up because if I had not, we would have shown up to Mexico with no room. As soon as I uncovered this, I called your customer service line (the morning of 6/23) and spoke with an agent that told me that she could not figure out how it was cancelled, but if I would like to re-book, the cost would now be over $10, 000, for the same reservation. I explained that I never cancelled, and that I would like my stay reinstated. After further investigation, she explained to me that it was cancelled 6/15 on the mobile app ( which I do not have). After I asked her why I never received a cancellation email, she told me that hotels.com does not send cancellation emails. I told her that they do, and that I just received one for another booking I had, and she tried to argue with me again telling me that cancellations don't prompt an email ( see photo at attachment below). After she argued with me on the phone, I asked for a manager, which she would not transfer me to. After asking for a manager multiple times, she said one would call me back (never has). A few hours later, I called back and spoke with another agent who explained to me that he would have to escalate it to the investigations team because he could not see how the reservation was cancelled, and someone would call me within 24 hours (have not received this call either). The following day, I called and spoke with yet another agent who told me that the reservation was cancelled by the hotel because they "could not accommodate us" yet the same room was available to book. The agent told me that it was the Ritz who cancelled and that he would give me $200 for the inconvenience. I explained that it's a $5, 000 discrepancy and not my error. He then told me that I should book a cheaper hotel. At this point, I am frustrated and do not want to book a different hotel as we have all of our activities booked through the hotels concierge. This agent said that a manager would call me (another promised call with no call back). After this call, I reached out to Ritz Carlton who explained that they had the room available and that the cancellation was received through hotels.com. I called back on Friday asking about my calls I was supposed to receive, to which the agent could not help and said that he would request a manager to call me. I have also reached out to hotels.com help on Twitter, with no response. In the meantime, I have had to rebook this reservation directly though Ritz Carlton and am paying double because of a mistake that nobody will own up to. I am beyond frustrated with the lack of customer service and the ownership of this issue. I should not be having to pay double for a room due to a cancellation I never was aware of. As executives, I think it's important that you are aware of situations like this, where you will be losing a loyal customer. It should not take hours out of a customers day(s) to try to solve a problem that your employees could care less about solving. Additionally, it should not be like pulling teeth to talk with a manager and have an issue escalated.

Staff allows drug sales to go. On inside and outside back door. Staff does nothing about it if u. Say anything. Loud noises in hall all night, doors slammed. Smells like marijuana. Second shift shows favorites allows for longer stays at cheaper rates, drinking going on. Outside parties with loud music other hotel has complained but staff doesn't appear to care.

Apartment booked using Booking.com credit card in 4 January 2021, Booked January due to several cancelled booking.
Re: Follow Up - Case [protected]

After the 3rd property booked was cancelled without due notification from Booking.com, but rather the host contacting me to get ME to confirm the cancellation THEY had made, so that they could arrange a refund. I, based on my dissatisfaction with Booking.com contacted the host.

Initial bookings - Booking .com insisted on helping by going outside and booking (a more expensive properly and paying difference) with VRBO. Books and confirmed in 4 Jan 2021.

All confirmed and my deposit used as part of the fee all after protracted communications with yourself and my having to complain in June last year and then again in December last year and finally booked in January.

19.6.2021 - contacted the host to touch base and ask questions called VRBO to be informed they needed to cancel as they no longer worked with VRBO for over 2 years. Cannot get hold of Hotels.com and every single number available, when called leads to the virtual agent that cuts you off if you do not have intinrary number and does not allow option to speak to a person without it. VRBO informed me that the host had not cancelled the property and had only cancelled shortly after my communication with him via text and email. The refund has gone to VRBO and I need my money from that.

I would like a refund please. I've tried countless times to speak with hotel manager. She continued to hang up on me while screaming in the phone. Not once did she bother to hear me out nor allow me to send her photos of the condition of room. All she stated was she cleaned room herself. It was not up to par and I deserve to be treated fairly. I've explained countless times that I had a late check in and noone was at front desk to report housekeeping of room I checked into. I received my key from a lock box, noone was there. I was not instructed on a number to call if there was a non emergency issue. I should not have to pay for a dirty room. There was feces on the toilet for crying out loud. Why is this so hard to understand why I'm asking for a refund? Even with pictures to prove my point? Total discrimination at this point. I feel as a customer I have been violated and forced to pay for an unclean room. I even called front desk that morning upon awakening to let manager(guy) know about room and was given attitude. He treated me as if it was nothing that I was complaining about. There was no professional housekeepers to clean room so he attempted to clean bathroom himself. He also yelled at me to back up in my own room because I asked him why was he upset. He never apologized. He treated me as if I was burdening him because I was unhappy with the filth of the room. He even took my personal washcloth that was separated inside my soap box on bathroom counter. There was an excuse for every inch of filth. They were quick to take my money and pretend to be a nice establishment but as problem arose, they showed their true colors. I paid almost $200 for a filthy room. That's unacceptable. The lady manager even hung up on hotels.com representative whom was attempting to resolve issue. I don't know how this hotel has the rating it has, must be fake reviews, there is no way this is a highly rated hotel. It must be getting judged off access to beach because it was beyond a great comfortable stay. Here's pics again. Why can't I get compensation? As much as they charge people to stay there, we deserve proper housekeeping. Seems they may be too cheap to hire professional cleaners to upkeep hotel. That's not my problem. That's not what I paid for. I would like this to be resolved and fairly refunded. I don't feel like Hotels.com had my back considering I booked through them. Simply no-one cares!

We needed to visit Spain to look at property and decided to book an apartment for covid safety. At 11.54 on the 5th June 2021 I received confirmation from Hotels.com on Booking reference [protected]. This was for 3 nights at 90 Euros per night from the 8th to the 11th June 2021. I booked not requiring cancellation, so non refundable, as we were definately going. Later that day I received an email from the lodge Manager saying there was an additional 70 Euros for cleaning. I replied that the price agreed was 270 Euros.
I was told if I did not pay the 70 Euros I could not stay. I contacted various people in Hotels.com and no one would give me an answer as to whether I could get a refund as the contract had been broken. As I stood to loose my 270 Euros if we did not take the apartment we decided to pat the 70 Euros and seek recompense afterwards from Hotels.com. We are Gold members but that does not seem to count for anything. Despite 180 minutes on the phone, numerous emails and messages and lots of broken promises I am now ignored. I believe their confirmation is a legal document which they have not adhered to. I have told Hotels.com I would be happy to recieve a voucher for the overcharge but not even the courtesy of a reply. It is only now I realise Hotels.com is part of Expedia so their attitude does not surprise me. I have copies of all correspondence and proof of time spent on the phone.