Hotels.com
Reviews and 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.

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]

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

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

On November 6th I booked a hotel room through Hotels.com @ the Quinalt Lodge.
We stayed on November 14th. The charge through Hotels was $215.30. When we left hotel the receipt showed the room charge was $171.87. That is a $43.43 difference. I would like Hotels.com to credit me the difference.
I have spoken to the chat line and they were very definitely not helpful. I am disappointed at the response. I hope you can remedy this dispute!

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.

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]

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...

on 17 October I made a reservation, for which I received no confirmation. The Hotels.com website gave a warning that an error had ocurred and that in this case, I should caontact customer services.
Having called the services, I was given an email address to which I should file a complaint. Not the most efficient solution but the worst was that I was given a radically wrong email address. It simply had nothing to do with the one their staff was suppose to provide me with: "'support@expedia.com.br" versus "atendimento@hotels.com"!
A reply that should come within 72 hours at the most, never came until I contacted services via phone, once more, and was then given the right email address... and start again.
The reply was very prompt (same day) but limited to saying that in fact there was no record of my reservation and therefore I had to contact some payments department. The staff replying couldn't even bother to provide the contact for that so called department!
One ouwld think that one should appologise to Hotels.com for bothering them so much to solve a problem they created...

Reference number with hotels.com is [protected]
I have been trying to get a refund from this company for the last 4 to 5 weeks. The refund has been approved however they keep sending me an email saying there's a processing error. I keep calling Hotels.com to try and rectify this and they always tell me the correct person to Talk to is currently not in and someone will call me back. I have spent six hours on the phone and no call back so far.

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

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.

Whilst Hotels.com email stated that I had paid for bed and breakfast, the hotels copy did not have breakfast stated. So, whilst this is clearly a Hotels.com mistake, the hotel chose to honor only their copy and would not let us access Breakfast, unless we paid again.

Best hotel customer service? -NOT!

The hotel management asked me to contact Hotels.com. The only way their website allows you to do so is via their cumbersome webpage where one tediously fills out the details. After this how long do you think is reasonable to wait? Well its 2.5 weeks later and they have not bothered even sending an acknowledgement letter!

If their customer service matched the speed with which they took money, they could be good. As it is this is an absolutely crap service. You have been warned!

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

On 10/9/19 I called Hotels.com to explain my request for a refund or change dates of reservation #[protected] with Dupont Circle Hotel in Washington DC for 10/31/19-11/4/19.
10/9: I spoke with Carl. He assured me he sent a request for a refund to the hotel and gave me a case # of [protected]. I explained my reason for cancelling as 35 counties in California were being warned by PG&E that power would be shut off due to fire dangers. I explained that I wasn't comfortable moving forward with the reservation due to the fire dangers facing California at that point and was trying to cancel the 4 dates and get a refund of over $800. I told him that if a refund wasn't possible, could I change my dates. I'm not sure what was included in his email to the hotel. He told me I should have an answer in 24-48 hours. I heard nothing. So, on 10/12/19 I called and spoke to Liam. He had zero record of my conversation with Carl, no case #. He was very difficult to understand due to his accent, but told me I should hear back in 24 hrs. I heard nothing. On 10/14/19 I called for the third time. I spoke with Josephine. She said she would make the request urgent and would only ask for a cancellation refund. On 10/16/19 I received an email from Hotels.com:
Hi Carol,

Greetings from Hotels.com!

This is an update regarding your cancelation request for your reservation at The Dupont Circle Hotel under itinerary number [protected]. We received an email from the hotel stating that they did not allow to cancel your booking without penalty. With that, we are unable to process your request without penalty as it is the hotel's discretion as to when we can process it. Rest assured that we exhausted our efforts to get their approval.

We appreciate your utmost understanding regarding this matter.

Sincerely,

Mike U.
Customer Support Specialist
Hotels.com

The email doesn't make sense because I spoke to the hotel who contacted the "back office"(Eugene) that said they would charge me for one night and should I want to cancel the other 3 nights I would get a refund from hotels.com.

So, I called Hotels.com and spoke to a supervisor. She was very rude. I couldn't understand her name (something that started with a J). When I asked her questions she kept repeating that the decision was already made and she couldn't do anything. She told me that my reason wasn't good enough. She couldn't tell me if I was getting 3/4 of my money refunded or not. She ended up ending the call and hanging up on me. I called the hotel back and was again told that I was being charged a penalty of one night if I cancelled all 4 nights. The manager REFUSED to send another email for confirmation. She wouldn't even confirm that I still have the hotel or not.

I'm not sure who else to contact. I have been a faithful customer, but after this I seriously doubt that I'll EVER use Hotels.com again. I've lost my faith and trust in the company.

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 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.

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.