Hotels.com
Reviews and Complaints

We had booked a hotel through Hotels.com for a stay in St Lucia in May 2020. Because of covid the island closed down and Hotels.com issued a voucher for the booking. I admit it was a non-redeemable booking as I had presumed that our travel insurance would cover any problems we may have had (of course it did not cover a pandemic). However we were provided with full refunds for our other bookings, given that they were not cancelled by us. In this instance though Hotels.com issued a voucher in the form of a coupon for the amount of AUD $578 but it can only be used at the same hotel as the original booking. I live in Australia and we are still not permitted to travel overseas and it is very unlikely that we will be able to get to the Caribbean before the voucher expires. I cannot understand why Booking.com and Airbnb can provide a refund but not Hotels.com. We would be happy for a voucher to use at any hotel (ie in Australia). The terms of reference provided with the voucher are very specific saying the coupon has no cash value and no cash refunds or alternatives will be offered and the terms cannot be changed .

I booked a room at the holiday inn In Alliance Ne. 1/23/2012 to 1/24/2021
confirmation number [protected] the hotel was for the use of the pool.
Later was told the pool was out of service . so i called the IGH number to get some help or a discount. They said call the property no one would answer the phone. And the other option was to call hotels.com to let them know but was put a waiting list and never got called back so i could let them know that this what was going on it's pretty bad that a person can't get a problem like this resolved over the phone

I contacted hotels.com for a refund on our stay at motel 6. The motel said to contact hotels.com for the refund because that is who we booked through. Our stay was absolutely horrible. My father is in a wheelchair and I made that clear on the reservation. Not only did they not give us a handicap accessible room as requested, but they gave us a room with no working heat! It was 30 degrees outside. My 83 year old father shivered all night! As well as us. Even with extra blankets. We were woken up to domestic violence, with a woman in her bra pounding on our door screaming help me. No one cared! I had to call 911 just to be able to feel safe to leave. In addition, when I went to the office to complain about our room and the heat and request a refund - they told me they don't know why the system booked us a room. They were full and had to give us a room with no heat. So they knew and did it anyway for the money. We deserve a full refund if not further compensation for the trouble we went through

Summary
1.booked a trip in June for my important long weekend next year - received confirmation (dates etc in attachment).
2. Got a call from the agents on 28.11.20 asking why I had not replied to emails saying my booking was cancelled as they no longer represented the house. Over an hour back and forth as I had received no such email, I was given Hotels.com number to call direct. Hotels.com told me to avoid refund "let's get this sorted, we will assist you in finding in alternative accommodation" apologised, sounded genuine.
3. Further hour plus conversation, eventually put through to Madison after wo assured me of same - Result: - Madison who promised to sort the issue. Given choice outside Hotels.com due to the bad customer service. Told to choose directly. Called and confirmed choice, told she was having issues paying and they were at other end. Result: - madison was calling back shortly.
4. No call or email or any form of contact for weeks, I called again, spoke to someone had to go from start due to inadequate notes from Madison and had to choose again. Result:-: After nearly 2 hours - chose 2 properties was assured they would sort asap and book and let me know. I asked to be cc'd this did not happen.
5. Received a separate - not using thread, email saying they had sent the email I waited for call back. RESULT: No call back, no email, no voicemail or booking confirmation

CONCLUSION: Not at all impressed. All agents all talk and no action. Sound very reassuring, I am now changing that to patronising to get rid as I have been assured each time this will be sorted on the day of the call or at the latest he next day.

Dates are mid July, there is a large golf event hence my early booking for my dates (15-18 July 2021) I am going to a wedding which I am an integral part hence July booking and need to conclude this, we will be there for 3 days a small hotel room will not suffice. We have to be close I have specified this in every phone call. It is our wedding anniversary I would like this concluded so that I stop stressing out the bride by telling her it is sorted when it is not.

I tried to attach the email thread but it would not allow pdf email me on - marilyn.[protected]@btopenworld.com - and I will supply this

I booked for 2 weeks via the site for Classic Inn in Melville Saskatchewan. The rate booked was $55 per night. The inn then contacted me and told me they would not honor that rate and it would be $65 plus tax per night. I've canceled my booking

I booked two night from 12/25/2020-12/27/2020. And as soon I walked to the room I smelled a nasty odor. I asked the front desk for another room and they didn't do anything about it. After a family emergency I ended booking another two nights and they gave me the same nasty room even though I was out of the hotel . I asked to get a different room but they refused. After my first night on my second stayed I came back after a long day dealing with family emergency, I tried to use a towel and realized that the hand towels were dirty with makeup. Grossly because I don't wear makeup. I called the front desk and Hotel staff were very rude and refused to replaced towels after I found out they were dirty. Also room was smelly and not cleaned properly. I'm asking for a full refund

We booked our stay for 8 people and 2 kids at their Casa Vista Shimla property. One day before there was Farmers agitation in Punjab leading to the sealing of borders. Because we had kids traveling with us (one :3 years old and another 4 months old), we requested the team to shift our dates to some other week. The team who did not pick our calls saying she is busy at a wedding and we had to literally beg them to at least chat with us on Whatsapp and confirm if they can either cancel the booking or shift the dates or change the property to some other place. They said they can shift it only to next week and there will be no refund. My brother's family unfortunately got tested COVID positive two days later. We straight away called them for 2 days and requested them to cancel our booking since we were only 6 cousins left now and w head paid for 10. Also asked them to reduce the price accordingly but got no response. Tried whatsapping them to at least be a little understanding of the situation wherein we had 4 teenagers now and 2 adults. We had to somehow manage our travel on 5th December. Once we reached Shimla, the rooms were not cleaned properly. There was no water supply and we were told to use water judiciously. the furniture was dirty. The kitchen did not even had basic sugar or tea or salt. The staff who was in touch with us over whatsapp chatting (did not pick our calls and said she's in a wedding for over one week by now and did not give us her owner's number so we could discuss). We had also asked them for their help for arranging a cook to which she said there will be a cook/caretaker who takes 200 Rs or so per meal and will cook for you but he clearly refused and said he's working as household maid somewhere and doesn't have time. We tried getting in touch with team but in vain because they were not available on calls and continuously tried shunning the situation. Moreover, we see in the news that Shimla would remain closed after 8 AM-8 PM and on Sundays. When we discussed this with the team she said there is nothing like that. We told her clearly that we are arriving on Sat and will leave on Monday because we are employed and have our office. If we are coming for holiday, we might as well enjoy at least but because of no support given we told them we are disappointed with their services. Looking at that message, instead of calling us as their customers or supporting this, Aarti msgd us and said your booking is cancelled and we will not refund your money as well. Do whatever you want. I'm highly disappointed with wasting money on this stay during this trip. It was not just a waste of money but fraud on their part.

I have had several long chats via the website with customer service as well as at least one phone call (back when it was possible to get someone on the phone). I had a booking for last May, which was cancelled due to the national lockdown. Hotels.com was supposed to send me a voucher for that stay. I never saw that voucher. I contacted customer service over the Summer to inquire. They said it would take at least a month to cancel the previous voucher and submit a new one. Over a month later, I tried again. They said they same thing. Basically, every time I contact them, they tell me to look in my junk folder and insist it's there. It isn't. And they say they cannot send it any other way. It also does not show up on my account, so I have no reason to believe that they actually mean to give me a voucher.

I recently booked a hotel for my husband's birthday through Hotels.com for 31st October at the Arundel House Hotel in Cambridge. I was disappointed that despite filtering my search fields for parking this hotel charged an additional fee of £15.00 for parking.
The website is not very clear that there is an additional parking fee and promotes this hotel as having parking on site. When I queried this with the receptionist at the hotel she explained that hotels.com should have told me at the time of booking there would be an additional charge for parking, and to add further insult said if we had booked our stay directly with the hotel the parking would have been free!
Secondly, my husband was looking forward to having a full English breakfast on his birthday - one of the perks of going away for the night. However, when we went down for breakfast we were informed that we were entitled to a free continental breakfast however would have to pay to have a cooked English breakfast. I think is very poor when booking hotels.com advertise a free breakfast and there is nothing outlined in the small print about additional charges. I also have paperwork given to me from the hotel which reads "we will be offering both continental and full English breakfast on weekends" but does not say anything about having to pay. We declined paying for a English breakfast as I felt we had paid enough for a one night stay plus parking without any additional charges.
I would appreciate your comments please, as I am very disappointed there is no mention of this charge when booking. Had there been so, I definitely would have opted for an alternative hotel. This is not being clear nor transparent to your customers and is certainly not treating the customer fairly.

I reserved a room at the oyo hotel falls of rough bed and breakfast in leitchfield ky. On monday october 27, 2020. Confirmation number [protected] my wife and I drove 4.5 hours to get to the bed and breakfast to stay the night. When we got out of the car a person met us in the parking lot. Informing us that there were no rooms available because the place had been sold out for weeks for a halloween party and golf scramble going on all weekend. When I called hotels.com the person tried to call several times and could not reach anybody at the check in. She passed me onto a customer care person who also tried to address the issue and could not get ahold of anyone at the bed and breakfast. Ii was able to find a hotel 30 minutes away that had a place for my wife and I to stay at. As soon as I got to the new hotel I contacted hotels.com again by computer chat. Talked to a wilber who also tried to address the issue. All I am wanting is to not be charged for the room I did not use. The next morning I received an email saying I canceled the rsvp the night before, which I had not. Also they have blocked my number from being able to call them directly again. I have been charged on my credit card for the room that I was told I could not use, and now I can not get in contact with a person to let them know I have disputed and refused to pay the room charge.

I booked 2 nights in a Hotel in Trier Germany booking ref [protected] book in 29th Sept and out 1st Oct. We left on the 30th Sept.
I phoned the Hotel company on the morning of 30th Sept about 0900 and said that it was hot and noisy and they had workers outside completing the complex since 0730. They said that they had no idea work was due and agreed imediatly to refund our second night. We moved out and stayed elsewhere, Prum in Germany. I have not had a refund, it Was £125. The virtual customer care line cannot deal with the issue. The phone line is not answered, I have tried several times and asked for call back.

Hotels.com refuses to refund as per their agreement online to refund due to covid19 travel restrictions. They state the owners of the hotel refuses to refund. I called the hotel and they stated it's not their call as the reservation was made by hotels.com, hotels.com has to do the necessary. However, the continuous lies and no refund. I just want my money back

Hello
I made reservation at Embassy Suites by Hilton Washington D.C. Georgetown, Confirmation number [protected], There was two rate for the same room, one with $93 and one with parking for $110 and to avoid any hassle at hotel I preferred to reserve the higher rate, when I arrived the hotel said no parking and asked for $55 for two days and checked my routine confirmation and found nothing about parking, I talked to hotels.com customer service (Ann) and told her the story and explain that this room have two rate so why I chosen the higher rate if it is not including the parking and I show the website to the hotel recipients and ask him to tell her what he see, he was very nice and helpful and told her this rate including parking and it should be problem at your system, she left me on hold for around two hours then came back and said a supervisor will contact me, some one (Dennis ID 45896V) later contacted me and insist that it is not including parking based on the confirmation, I asked him to reserve again over phone with him and see what their system will send, if send the same confirmation they them must compensate me, if send the confirmation right with parking then I will loose my money. He refused and turn off the phone call.

Hany

To whom it may concern,

My name is Sean Robertson and I was trying to book a room at the Wynn in Las Vegas.
November 3-6th.
Your website has rooms listed all over the site with save 10% save 20% and so on.
For this particular room that I wish to book it says "book 3 days and the 3rd day is free.
It says $91 a night. When I checked the rate explanation it shows $91 x 3 = $273
Plus the taxes and resort fee.
I called and your staff told me that it is $136 a night and is basically a percentage off that equates to $91 a night.
This is unfortunate because your site does not show $136 x 2 = the same as $91 a night it shows $91 a night x 3.
That is misleading and is a form of false advertising.
I have used your site in the past and never had any issues. It is very disappointing that your listing is misleading and that your company will not honor the 3rd day free that it says that I should get if I book 3 days.
It may be a good idea to set your site to just % off so others aren't set up for the same dissatisfaction that I am left with after going round and round with your staff and management giving me the same answer over and over again. That is the price do you want to book?
I hope that you will reconsider your companies stance on this unfortunate matter.

Sincerely,
Sean

My booking Jan 9 2020 ref [protected] was for 7 rooms at a hotel at a cost of €2940. The booking was cancelled by Hotels.com. Despite it being non refundable they offered me a coupon for the full value of the cost. I received the voucher May 24 2020 but It stated that the voucher could only be used for 1 room with no residual value! I telephoned them and was told that I could insert the 7 rooms on the new booking and add the code, this was not true. I telephoned again and was told to insert the rooms one by one, this, of course, worked for the first room but not any more. Every time I tried to email I was automatically sent to a page with phone numbers on it. I have telephoned them 15 times and everyone has told me a different story and that I would hear from them within 30 days! Again this was untrue. My last conversation was with U.S. and the agent promised a solution within 30 days which has now passed.! My complaint is:- They wrote and told me they wanted to make the process stress free, the reality is it has been very stressful for me. I have been issued a coupon which can never be spent. Hotels.com have misled me and have NOT provided a full value coupon for 7 rooms and ignored my request for a refund . I would prefer a refund as I have lost all faith in a company I have used for years. I believe they have procured my money by deception. Phillip H Littlejohn

I reserved (and paid for through Hotels.com) 2 rooms at Hotel Latino in Panama City, Panama. When we arrived, there was only one room reserved and I had to pay a second time for the 2nd room.

Hotels.com confirmation number 9196391478592

Check-in Wednesday, July 29, 2020 (7 AM-midnight local time)
Check-in miércoles, 29 de julio de 2020 (07:00 - 0:00, hora local)

Check-out Thursday, July 30, 2020 (Before 2 PM local time)
Check-out jueves, 30 de julio de 2020 (Antes de 14:00, hora local)

Your stay 1 night, 2 rooms

Cancellation policy See details below in "Room details"
Amount paid
$58.09
See full payment details below
Confirmation number 9196391478592
Payment details
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27
Standard Room, 1 Double Bed
Wednesday, July 29, 2020 $27.27

Coupon applied (HERITAGEDAY) -$1.91

Tax recovery charges and service fees $5.46
Total amount paid $58.09

I would like a refund of 1/2 or the $58.09 price because they only had one room for me and I had to pay a second time for the 2nd room.

The issue that I have experienced was: Very clear on the confirmation, including free Parking. When arriving, no free parking. This would be min 60 euro per day.
Owner of the hotel was called, told me. I could go, he understand, and would refund my 108 euro. I got to another hotel.. Never got my refund. Spoke Hotels.com, They told me they contacted the hotel and hotel simply refused

It occurred on: 24/07/2020

This meant that Had to find another hotel and lost 108 euro..

Simply refund because the owner of the hotel agreed to refund to me.. On the website of Hotels.com still is mention that a booking will be include free parking !

They offer a free stamp, if you click on their link from an email they sent to me, but there was noway to enter it. Booked 6 nights in hotel, but none showed the extra stamp. Phoned them and asked them to honour their offer, they declined, blaming me. It takes 10 stamps for a free night, what is the big deal giving me a stamp Choice hotels just gave a free night after, spending 2 nights. Booked July, 8 9, 19, 20, 21, 22, through them #[protected]

Honour you're emails.