Hotels.com
Reviews and Complaints

I purchased the e-gift card for hotels.com for $200 exactly and I used $141 of the e-gift card. The remaining balance I tried to merge with my other remaining balance from another gift card and it seems that the remaining $59 has been stolen from the $200 hotels.com e-gift card. Only $141 of it was spent at motel 6/studio 6 in New Orleans Louisiana. The gift card number is [protected] The PIN number for the gift card is [protected]. Can someone please get back to me as soon as possible. You can email me at this email address [protected]@gmail.com And you can also call me at [protected] thank you

6/21/21 Tried to place a booking and kept receiving an error message stating I need to correct a field. I finally called my credit card and found out there are 7 pending charges that were authorized to Hotels.com. I tried calling several numbers only to be hung up on because I do not have an itinerary number. The chat doesn't work either right now.

I made reservations for this hotel for Oscar Holguin who has been staying there for a week. On 6/17/2021, I made reservations for 6/18/21 and 6/19/21 as June 17, 2021 Oscar room was already paid for. first reservation [protected] and the other reservation [protected]. So, I have been billed twice for the date of June 17, 2021 and need to stay until 6/19/2021, checking out Sunday, 6/20/21. I've been on hold for 2 hours and all I got was been hung up after waiting the phone service is horrendous, please someone call me back my name is Maria Holguin, [protected].

Good afternoon

I will start from the beginning.

In 2019 I booked a hotel in Cyprus for June 2020 this was for a family wedding. Booking ref [protected]

For this booking I used £210 clubcard vouchers and £455.34 as card payment.

Obviously because of Covid this was cancelled. I contacted yourselves and was told I would get a full refund of the money plus the tesco vouchers back.

Whilst I was waiting for this, the wedding was re-booked for June 2021.

I then received an email from yourselves with a voucher for £665 instead of the cash refund and clubcard vouchers. This was not a problem as I now needed to re-book the hotel for 2021. So I booked with the same hotel and used the voucher towards the payment. Booking ref [protected]

This wedding has now been cancelled for obvious reasons. I have cancelled the hotel with yourselves, however I have only had a partial refund of £592.69 as it is not refunding the £665 voucher. Tesco have quickly refunded my voucher for £210.

Can someone please look into refunding the £455 as this should have been reimbursed last year and I am not going to loose that amount due to an error on your part. I have spoken to several people, I have had emails to say I would get a full refund, conversations with your staff to say a refund was being processed.

I have had an email to ask me to get in contact with yourselves to rebook with the credit of £445... however trying to contact you to get this sorted is proving impossible. I have tried email, chat and through your website too. I have no other option but to raise this complaint.

I have tried online chat but get no where. I have called and spoke to one lady who put me on hold for an hour and then cut me off. I then managed to speak to another lady who told me she had raised a refund request and someone would contact me within 24 hours to sort it out, this has not happened.

I need this sorted as soon as possible. If you need copies of any transcripts or emails please let me know

Kind Regards

Julie

my reservation were canceled 2 times Aug & Sept in 2020 because of COVID-19 .we have Reservation again at Hotel Des Grands Hommes 17Place Du Pantheon, Paris, France from6/25/21-6/29/21 conf#[protected]. Coupon # GWCHRJ8763 used for $1086 & $132.80 we paid. France is not open for USA because Covid. They said I can only get 132.80 back.Not fair

Trying to make a long story short-
In January of 2020, I booked two rooms for stays in London and Paris during June of 2020 at a cost of $1862. Covid came in spring, and travel from the US to Europe was restricted. I contacted Hotels.com to change the reservations from June 2020 to June 2021. I was in formed that Hotels.com "policy" was to give "voucher coupons" for only one room at each location. For London, I went ahead and reserved and paid for another room plus an additional night's stay for both rooms at an additional cost of $1352. For Paris, I rebooked only one room. I received "voucher-coupons" for each location, and these coupons were applied to the 2021 reservations.
Come may 2021, and travel was/is still Covid restricted. I called Hotels.com "Customer Service" to change the reservations to the same dates in 2022, and I was told that the "voucher-coupons" could not be used for another reservation change in both cities- that they could only be issued once-which they were for 2021. I did get a refund from Hotels.com I paid for the $1352 amount I paid in 2021 for London, but no refund for the voucher-coupon I had been issued for Paris. SO--I LOST A TOTAL of $2442 for the two sets of reservations in London and Paris. After making 6 calls to "Customer Service" over a six-day period (three on the last day-I was disconnected each time after 6 total hours on hold), I got absolutely no service in trying to extend the life of the "voucher-coupons" or getting money refunded.

This is such a shabby collection of company policies and treatment of customers who try to achieve just resolution. I got conflicting information from "agents", as well as getting hung up on by agents ho, I am sure just didn't want to deal with my concerns. I will contact the Better Business Bureau and lodge this complaint in hopes of a just resolution.

Mike Egner
Kansas City, Missouri USA

Had booked the Clayton Hotel in London For two nights, but due to covid had to cancel, Hotels.com offered a voucher for the cost (£256.00) it took over six months and had to contact them many times to get the voucher, boked the Clayton Hotel again for 26th - 28th November 2020 for my anniversary, second wave of covid and had to cancel again, customer service said I should receive my voucher within 48 hours I am still waiting and everytime I try to contact them it says it will two hours before agent responds.

I booked a room through hotels.com with the teacher rate in Ga. When I got to the hotel, it was horrible. It was not the room I booked and it was 30 more a night than if I had gone directly through the hotel to book. This was very misleading . Teachers deserve all of the discounts that are offered, as we offer a true public service to this country.

Booked at Travel Lodge by Wyndham in Chicago. The pictures are very deceiving. This raggedy hotel has not been remodeled EVER. And was built in the 30's. No central ac or heat, exposed sprinkler lines in bathroom and hall. Shower fixture installed incorrectly. Cold water comes out while turned to the hot and vice versa . A/c doesn't work .Reminds me of a place that a horror film would be filmed. I will NEVER USE HOTELS.com again.

Hello

I am looking to cancel the booking reference 9192437688512 booked via email address mrs.[protected]@hotmail.co.uk

On booking the hotel I selected a booking for 2 adults and 2 children and paid with free cancellation option. The next day I received a call advising the booking had only gone through as a 2 adult booking and would require an additional £800+ to add 2 children.

The hotel advised they were unable to cancel from their end as the booking was made via your website - they also reinstated the fact the booking was a free cancellation. On attempting to cancel via your website a charge of £187 is being applied to cancel; this I feel is unwarranted as the booking was made for a party of 4 and in checkout became a booking for 2. The booking was also made with free cancellation but is now charging a substantial amount to cancel

I would appreciate a quick response to this distressing situation and all attempts to call have failed due to only being able to contact a virtual agent

Look forward to hearing from you

Sima Younis
[protected]

Booked 4 rooms x 4 nights [protected], [protected], [protected], [protected]) for Jun 18-22 on Hotels.com. Cards to be charged after June 6, canceling available before that. In the meantime, property closed. But on hotels.com bookings are still valid. It happened that, in 10 years of using online bookings, this time I just saw the property presentation page on hotels.com that said... closed for the summer, that was 2 days after I booked rooms there. Since I did not understand why my bookings were still available, and since I got NO information from hotels.com (email, phone, in my account there), I contacted Help center on hotels.com.
The agent told me everything is fine with me bookings. But when I asked him to check property page, he said sorry and that I should cancel, or they can cancel for me.
I was not pleased, because we are 8 people that would almost go there and discover we have no rooms! And how can it be possible? Property closed, and even after 2 DAYS they do not inform us?
Even now, after I contacted them, and they admited their mistake, the 4 bookings are still valid in my account. (?)
I asked to talk to a hire manager since the agent told me I was ranting at him, although I was complaining only about specific things, like WHY not informing us.
He denied me that, but in the end agreed, ON MY REQUEST, that somebody will contact me BY EMAIL. I asked to be contacted today (June 4), since we are depending now for our vacation plans on ... nothing, 2 weeks before it.
The agent then blocked me from writing in the chat, while saying that "it looks like I am no longer there", then closed the chat. This is such a LOW LOW scam to do with long time customers...

Actually, now I cannot contact Hotels.com from any device from my account. At all. They blocked me.

Bookings are still valid at this time, although they admit property is closed since more than 2 days already.
I asked them if they will charge my card, they say they won't, but bookings are valid and probably card payment will be executed.

I have the full chat with agent Paul from Hotels.com
It is more than clear what they tried with me.
I guess they want me to just accept their mistake and let them be, while our vacation plans, for 8 people, are now ruined.
And I called them, I told them something looked wrong with my reservations.

Hello, Due to Covid19 travel restrictions I am not allowed to travel from London UK to Greece as previously planned. I telephoned Hotels.com customer services a number of times asking them to move my booking [protected] to 15 June 2022. Now my calls are not answered.
Please can move my booking to 2022 or send me a voucher before the 15th June 2021.
Many thanks
Anastasios Korfiatis
[protected] from UK [protected]
5B Earls Court Square, London SW5 9by

I booked a vacation at WestLakes Resort. It was a complete scam. They sell themselves as a high quality resort yet you get less than Motel 6 environment. Marijuana is freely smoked at the facility. The guests are loud and obnoxious all night long. An actual physical altercation broke out as well as a child was hit by a car by people speeding around the facility. We were told we would be provided transport to parks and we were not. The service was horrible and staff will not even respond to emails. When I spoke to them over the phone and in person their response to complaints is is that it? How much needs to take place for it to be a light image concern. I did not get what I paid for to say the least at this facility.

We booked two nights for the SpringHill Suites by Marriott Norfolk, Virginia Beach via Hotels.com on April 9, 2021. Reservation number: [protected]. Booking is from May 29 to May 31, 2021. My family was very disappointed after driving almost 4 hours to Virginia Beach from our home on Saturday, May 29, 2021 for the long weekend that when we went to the hotel to check in and they told us our booking was cancelled and hotels.com should have made an arrangement with us!
We were so surprised to hear that because I have email evidence that at 4:38pm (May 29, 2021). I actually called around 2pm (see phone records) to see if I am check in early, they told me no, I have to go there at 4 or after 4pm. Okay, we were in the beach anyway, no problem with that. When we arrived we were told the booking was cancelled and we had to deal with Hotels.com oursevles and I then found out from my spam folder there was an email at 3:47pm (May 29, 2021) that Hotels.com sent me an urgent email saying "the property has advised that they can no longer honor your booking"! I didn't receive any calls from them. (Remember they sent me an email at 4:38 saying my reservation is confirmed! They didn't call me either as my phone records didn't show any incoming call on May 29, 2021 at all!).

We finally called Hotels.com reservation support services. The support was very patient and I admitted I was very irritated at that time (and he kept asking me to repeat everything again and again: phone number, name, reservation number!) What I want is to get me another hotels replacement so that it won't ruin my vacation after a long stay due to the pandemic. One condition of the replacement is we need a hotel with an indoor pool as the weather is so cold that we can't swim outside. Swimming is the most wanted activity for us! After talking on the phone for over 1/2 hour, he could only find me one with outdoor pool and that is also seasonal, meaning it may not open until later). So we told him to continue to search. Instead of talking on the phone as that was about 6 O'clock, we need to go find a restaurant to eat. We told him to call us back before 6:30pm if he could not find a suitable one that we like. We asked him to give us a direct number to call him, but he gave us a number that "was not in service". After waiting for more than 30 minutes. I didn't receive any call from him, so I called Hotels.com with the number the guy gave us [protected]) but a record message said this was not in service. So we called the main number [protected]. This time connected to a lady called Diane. She said they had called us three times and didn't get any answer! Again, my phone records showed no one call me during that time. Anyhow she said hotels.com could not find a matching hotel that has indoor pool for us. And they were ‘willing' to cancel the booking for us. So we told them to cancel it as we don't like the substitute!
Hotels.com should NOT send me a reservation confirmation email at 4:38pm if they already know SpringHill suites was cancelling our booking and should call me right away as my phone number is in the booking. Why wait until I went to the hotel arguing with their front desk of what's going on and then I had to spend hours to talk to them on the phone. The phone said I would need to wait for an hour too! They should not put the statement "Your booking is guaranteed" on the email they sent me.
They need to compensate their client not to mention that I have been using them for more than 10 years and this time bring a distrust to their loyal customers. If they don't compensate me enough, I won't use them again and I will file another complaint to the BBB and FTC as their web site should not put "Your booking is guaranteed" to deceive the customer!

I booked a hotel and had to cancel because of weather. After 4 hrs of trying, I still can't find a way to cancel it. There is an 800 number online but they said they will call back in 2 hrs, online chat button does not work, I called the hotel and they won't cancel it either. I will loose 500 USD because the system is designed this way. Take money from people by making it impossible to cancel reservations literally! What a bad long term business model for Hotels.com.

My reservation was for cobblestone hotel in Erie on 5/29/21

Reservation: [protected]. 24-30 April 2021

Pre-paid reservation using the Hotels.com app and my credit card

The day of the check in I had no info - codes to enter the apartment.
The renter informed me that "The reservation was not paid".
I contacted the UK Support (24/04/2021). After a long call, back and forward with the renter, the lady (Hotels.com support) informed me that I should do a security deposit, and as there was noone on site to charge my card, it should be done by bank transer. I asked a relative to do that from home.
First time on the 37 bookings I've done with your app, and even more on other platforms, I've been asked to make a private bank transfer to an individuals account... The support asked me to do that!

I transfered 150€ as it was stated on the renters site, to their account and they provided me the check in info.

The room was on terrible state. A broken floor lamp, damages on the wall plus long hair all over. Minutes after my check in, I took some pictures and send them to the renter.
I have the full dialog to your disposal if needed. My pictures attached.
They replied that they forward my message to their technician.

On 17 or 19/05 I called the Belgian Hotels.com support, to ask why I didn't got the deposit back. They told me that they will communicate it to the renter.

23/05 Another call to gold members support Belgium. The lady informed me, that the renter has received the request and will proceed to the refund. She also mentioned that it is normal to wait 1 month to get back the security deposit.

24/05
Almost a month later the renter informed me that:
A wall was dirty.
A pillow was missing.
and that they will refund me 400pln out of 600pln.

First of all, it is not true what they are claiming and a bit silly to claim a dirty wall a month after check out...
Secondly, my security deposit tranfer was not 600PLN but 150€ = 672PLN.

As I am your client, I do not want to deal further with the renter.

The state of the room and the security deposit policy, just for this particular renting, is at least suspicious to me.

Long ago Booking.com on a similar situation, refund me immediately and they figured themselves afterwards, with their client (who is the renter).

I'm a trustworthy client of yours, travelling mostly for business and I would like an official answer from your side, so I can plan my next steps in this issue.

Best regards

Michael Argyros

Good Afternoon,
Booking Ref. [protected] and [protected] Lindos White Hotel and Suites Rhodes
This first booking reference was for a hotel in Rhodes, booked for 14 May
2020, as the UK was in lockdown, i.e. no flights, and indeed the hotel was closed, Hotels.com gave us a credit note to rebook which we did for 15 May
2021 we paid the additional charge. Sadly this year we were still in
lockdown and not allowed to travel, indeed once again the hotel was closed. Hotels.com have refunded the additional charge that we paid from last year to this, but refused to refund the original cost of the holiday.
The holiday was booked as non refundable, but that does not give you the right to retain the monies paid. I tried to contact hotels.com by addressing an e mail to the customer services manager but received no
reply. I additionally telephoned, waited 45 minutes before I got through
to an operator, who then promptly cut me off. A family friend who was
also going to travel with us under a different booking was so frustrated
with the service we have received, contacted the reservations manager at the hotel in question, who I have to say was extremely helpful, and was more than willing to transfer the booking to next year. Being told that we have used our voucher is unacceptable, I would respectfully suggest that
someone in authority looks into this matter as a matter of urgency with a view to resolving this issue to our satisfaction. I cannot see how either yourselves, and/or the hotel, can keep monies paid when the Hotel itself is shut! You can contact me on [protected] or via my e mail address [protected]@aol.com
Regards
Frank Matthews

This hotel use to be the best on the river and was immaculate. Now the hotel is run down, customer service is terrible. They took a deposit for a room and when we arrived told us the room we reserved was available and tried to put us in a totally different room. We asked them to make dinner reservations for us, they didn't. The room was old with dirty carpet and didn't even have any hand soap in the room when we arrived. Everything about the hotel is disappointing. We were there 6 months ago and swore we wouldn't go back, but we gave it one more shot, never again. If it's between staying here or in my car, I'll take the car at least it's clean. When I asked who the general manager was, the bell staff didn't know as the hotel has changed hands and no one seems to know who's in charge. It's sad how this once great hotel has deteriorated.

I booked accommodation at Anthla Appartment prive in Beausoleil in France with Hotels.com. Confirmation number [protected] and paid £509.50 which was the full stay. I was able to cancel until a week before. Booking was for 20-24 May 2021. When it became apparent we couldn't travel or wouldn't be able to travel due to Covid I tried cancelling it. When I clicked on my bookings it said no information available so therefore I couldn't cancel it. The whole of April I tried calling and being put on hold for up to 2 hours. I left my number and was called back and put in hold, again for hours. I tried live chat numerous times and Assistants always busy. No e mail address. I called the hotel in question. They said the booking was valid but also couldn't see any further details on their system. They said I needed to contact hotel.com. Please help. It was impossible to cancel this booking and not my fault the information wasn't showing. I even got a reminder a week before and when I clicked on the icon to cancel/change booking it still said no information available. Please help! Thanks

[protected]@icloud.com

The issue that I have experienced was: I have paid and reserved 3 rooms for 3 nights in this Hotel from 15 - 18 June 2021.
Unfortunately the UK government do not allow me to fly to Greece during that time.
I have Telephoned Hotels.com customer services a number of time and requested a voucher or to move my reservation to 15 June 2022.
I have been told that the Hotel is not responding.

It occurred on: 26/03/2021

This meant that If my booking is not moved to 2022 or a voucher not received I would have lost a lot of money due to no fault of my own.

Send me a voucher for the amount I paid £481.41 or move my reservation to 15th June 2022-

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 to this email address.

Yours faithfully,

Anastasios Korfiatis

Booking Reference Hotels.com reservation [protected]
Hotel Agnasi-Horefto-Zagore-Mouresi

5b Earl's Court Square,
London SW5 9BY
SW5 9BY