Hotels.com
Reviews and Complaints

CC: David Litman CEO

Re:

Itinerary #[protected]. (Travel Date 8/4/23)

Dear Mr. Litman:

I have been a Hotels.com customer for MANY years and use this app exclusively and we have never had any issues in the past. I traveled this last weekend with my sister. The hotel was TERRIBLE. Less than a ONE STAR. Two single women could not even get out of the vehicle to cancel our room. We have relied on Hotels.com for honest review and realistic photos, etc. This place

looked like a drug house. Our safety as your customers should be a priority. The OYO hotel is Muskegon Michigan should not be an option on Hotels.com.

We were too scared to go into the lobby to cancel the room. We had to pull off the highway at the next exit, for our safety, and we spent one hour trying to cancel by phone. Customer service is terrible.

We would like a refund of the $125 fee. This hotel was grossly misrepresented. I think that customer safety should be paramount. I would like to continue to use Hotels.com. and expect a reasonable solution.

I appreciate your investigation and expect to hear back with a satisfactory resolution.

Thank you,

Booked a hotel in 1months time for £125 and selected to use a rewards night, however this was not applied and ended up charging me the whole amount as opposed to £8 (difference between regards night and actual price).

Talk to several agents who give different advice, according to one I was not logged on when making the booking that's why reward was not applied, however this was nit true as inwas definitely logged in and was able to see and select my rewards.

I asked if I can cancel the booking and rebook as the booking had only just been made however he explained that it was a non refundable rate.

The second agent advised that I can cancel within 24hrs and recieve a full refund. I asked to do this then recieved an email saying that the hotel would not issue a refund if cancelled.

I use hotels.com to book approx.70+ nights per year and as such have been a gold member for several years. This fault lies with hotels.com who have been very unhelpful resolving this issue.

I booked my stay at HOLIDAY INN EXPRESS PALM DESERT on June 9th - June 10th and was told that I was able to cancel my booking within 24 hours and I attempted to do that but when I entered in my itinterary which they gave me to cancel they couldn't find any info from me. It was like there was a glitch in the system. I tried to log in to my account and when I enter my itinterary number they give me a message saying that "opps there was an error on our part". I'm furious at this third party app. No way to contact anyone via phone. I try to call the number [protected] and they use the number I'm calling from which is my cell and is the number I used to enter in my info. It then gives me a bunch of bookings that I've never heard of. THIS IS THE BIGGEST SCAM EVER.

We paid extra had to book 2 swim - up rooms through Hotels.com , at the Xperience Sea Breeze in Sharm El Sheikh July 8th-15th 2023. We arrived late as the plane was delayed (around 11.30 pm) and where checked in efficiently. Upon arrival in the rooms in noticed we hadn't been given swim-up rooms. This was supposed to be a surprize for my children but turned out it was me that was surprized! I rung reception but was told these were swim- up rooms. Swim-up rooms are where you open the door and there is the pool, not 25/30 ft away. also our whole block had use of "our" pool. On walking around the complex the next day we noticed that there were no swim-up rooms on the complex.

On arriving back in the uk I contacted Hotels.com who gave me £100 voucher to spend at 1 of their hotels. I don't believe that would cover the extra i paid for swim - up but i also told them that i think they are falsely advertising.

I contacted Hotels.com on 3 different occasions to be told that they where trying to contact the hotel. On the last occasion they said, "the hotel has advised they will only honor the original cancellation policy and declined your request for a refund" i emailed back that i didn't understand what they were saying.

I booked a two night stay end of August (August 27th and 28th checking out on August 29th) and at the time of booking, it was NO PAYMENT needed just card to HOLD. Well they charged the entire stay and depleted my account

NOT even a NIGHT stay the entire amount was charged and when I chatted with a rep, he said they have to do that NO it said NOT payment only due at the property at time of check in.

This is HORRIBLE and will never use hotels.com ever again.

Made a cancellable booking at Hotel Bayrischer in Heidelberg, Germany using Hotels.com. Due to change of travel plans I cancelled the booking prior to the deadline allowable for changes. To my dismay, the hotel charged me for the full accommodation charge even though it was cancelled. I received confirmation from Hotels.com that the cancellation was successfully processed. Now it seems that I cannot receive a refund.

I have been using hotels.com for at least 10 years. during those years, it's become harder and harder to resolve issues. I can no longer sign into my account since you changed the rewards system. I've call several "customer service" numbers and they all lead into assisting with a current reservation.

I try to sign in and it sends a code. I enter the code and then try to sign in and it sends a code.

I would at least like to use up the rewards I have remaining before i move on to another booking agency.

my hotels.com booking (itinerary number [protected]) is for 215sq.feet room in amsterdam, whereas the hotel room offered in Sharm hotel is only 65sq.feet! The hotel doesn't have 215sq feet room. In all other websites like booking.com and others it is correctly mentioned as 65sq.feet actual whereas in Hotels.com it is incorrectly stated as 215sq.feet. same way the other websites refer this as 2star hotel whereas hotels.com stated as a 3star hotel

I have booked 2 rooms for 3nights. When I contacted hotels.com reservation team, they are offering a very low compensation of 220usd! This is ridiculous as we have been not rightly notified earlier by Hotels.com. we have been offered 1/4th size room instead of 215sq feet room priced at 940euro . This is totally unfair.

As we have checked in first day, we were requesting to consider relocating us to another hotel for the next two days with minimum 150sq.feet by Hotels.com without additional charge as this is not a mistake from my end. It is a mistake from Hotels.com and I deserve to be compensated with this alternate solution. We couldn't check the room size before checkin and hence we cannot be held responsible.

I am a gold member of Hotels.com from the past one decade and I don't think I have to be treated this bad by Hotels.com.

Request and appreciate hotels.com proper response and alternate solution to be shifted to another hotel tomorrow

Pls treat this subject with utmost priority

Thanks and regards

Rajkumar Bhoothalingam

your website does not work...you make us sign in with a new password bur your website continuously has a problem and the customer can do nothing. your IT dept. is terrible. There really is no customer service.

There is no missing information on this complaint that you have brought back to me 3 times now. I keep adding screenshots but the box is empty when you keep telling me there is missing information.

This happened back in February 2022. I booked a hotel in Maui for Maui seaside hotel for April. For some reason that hotel and another hotel called bamboo in was also charged for 1143. I tried to dispute this with my bank and hotels.com both said I had to pay. I have no idea how this got on my account, and complain because hotels.com did not accommodate me in any way would not let me cancel and have to pay this fee. I do want to seek other actions but want to first right complaint first.

I booked a hotel room in Myrtle Beach on Friday July 21st 2023 and was shown a charge of $157 but was charged $402.
Receipt
Hotels.com itinerary: [protected]
Purchase date: Jul 21, 2023
Booking details
Four Points by Sheraton Myrtle Beach
101 Fantasy Harbour Blvd, Myrtle Beach, SC, 29579 United States of America
Check-in: Jul 21, 2023
Check-out: Jul 22, 2023
1 room x 1 night
Traditional Room, 1 King Bed, Non Smoking
Booked for: Bernie franczak
Payment details
Room price
Fri, Jul 21 $359.00
Taxes $43.08
City/local tax
Payable at property
$8.04
Total $410.12

I booked a hotel on 26th June 2023 and cancelled literally within minutes of the booking, I immediately called hotel .com, they confirmed someone will call me to discuss further, no one called and i then called again around 3am I was on the call from 3am to 5.20am the person I spoke to confirmed that they have contacted the hotel directly and the booking had not gone through therefore a refund will be processed by Hotel ,com and it will be refunded immediately.

I never received the refund so i chased again on 29th June the person i spoke to again confirmed the refund is being processed and it will take 5 days . i waited 5 days and called back i was told to give it a further few days as the refund can take up to 10days. this still to date has not been done and i have not heard anything back form my initial complaint, i am more than happy to take this matter further,

I used hotels.com to book a king bed room for me and my wife at America's Best Value Inn Amarillo Downtown. When I got to the hotel they said there were no rooms with king beds. I had to book another hotel but they refused to give me a refund. They said to contact my booking agent. So I used the hotels.com chat service and they were not able to get a refund. They still showed king rooms available on their website but the hotel insists that there are none available. Clearly this is a communication issue between hotels.com and the hotel but neither is interested in resolving it and they stole my money. The hotel gets to keep the bulk of the money minus whatever fee hotels.com gets from them. Meanwhile I have no recourse with either of them as they just keep pointing the finger at the other. So they get to keep the money for the room but I don't get the room that I booked with a so-called 'guaranteed reservation' according to hotels.com.

I have rewards nights that were supposedly going to be converted to cash. THAT HAS NOT HAPPENED! I can no longer sign into Hotels.com even after I set up the new system! I tried signing in today once again and now it says I cannot sign in, apparently the password is wrong. The password is the same, therefore it is not wrong. I tried to reset the password and it would never send me the code! This is the second time I have had to call! My husband and I travel a lot! This is ridiculous! It seems Hotels.com might not be worth the hassle! Very sad, as I really trusted Hotels.com and we used it faithfully!

Sincerely,

Tammy Ferrell

Hello, I use hotels.com very regularly as shown by my gold member status. I have been unable to retrieve my receipts or my rooms i contacted the customer chat portal and at first it was fine but very little help offered and when typing up my response to an answer given to me the are you still there kind of message popped up and Kenneth left the chat like 5 seconds later.

I have since found a way around it to obtain my receipts from hotel.com but it tool me figuring it out.

If i didn't get these receipts it could have resulted in disciplinary procedures as I use a company card.

I on average book 3-4 hotel rooms a week with htels.com but once my loyalty stamps have been used i may consider taking my business elsewhere

I want to make a formal complaint as I did not receive notification that my rewards were due to expire.

I have spent over 3 and a half hours speaking on chat conversations regarding this and was promised a call from a manager within 4 hours. I wasted the day waiting for something that was not actioned. Customer service is appalling!

I tried to use my rewards to book Turkey in June for my brothers wedding but unfortunately was unable to travel after 18 months of illness.

If I had received notification, I would have booked something in advance.

I understand from the chat conversations that the rewards are unable to be reinstated. However, I feel that Hotels.com are obliged to notify customers of impending expiration and have not done this.

I need Hotels.com to acknowledge this oversight and find another way to resolve this issue.

I am not prepared to lose almost two free nights accommodation which I earned due to lack of communication.

I had booked a room for the night in Wales this coming weekend, using my free night reward. I paid a little extra, but not much worth talking about. My plans however have been stopped due to train strikes. So I contacted Hotels.com on Sat 15th July 2023 to try and see about getting the date changed. The man on the other end wasn't very helpful. He kept trying to rush me when I was trying to explain my problem. And he confused me with his proposed resolution. I asked for a change of date and he said he would check up on if it was possible and would also ask about a refund. I said to him that the listing said refunds were not possible otherwise I would have requested a refund. I asked that he ask about a refund first and then to change the date. He said not a problem and that I should leave it with him. He said I shouldn't worry and he would make sure it was all sorted and was made a priority. A couple of days later (17th) I get a reply in which he said he was unable to get a refund. No surprises there, I told him it wasn't possible but he insisted he could get me a refund. He didn't say anything about changing dates which was my original request. And then he mentioned a cancellation fee. There was no talk of cancellation fees. I even after I asked him about that and he said not to worry, he'd sort it all out. But to make matters worse, he didn't even cancel the booking for me. So to recap, I came to him to change the booking for me, but we ended up agreeing to cancel it with a request for a refund. But the result was nothing at all done to cancel, change date or give a refund, with the added negative of a possible cancellation fee he did not mention, even when I asked him about it. It was literally the most useless conversation I have ever had with anyone as nothing has been resolved and no questions answered. I went back to the same method of which I had originally attempted to change the booking, with the intention of cancelling it and asking about the cancellation fee and instead of putting me through to a person to chat to, it automatically cancelled my trip without any options for asking questions, without so much as a "are you sure", it was just cancelled like that, and when it asked me if I wanted to give feedback (which I definitely did), the feedback option was broken and kept sending me to an error screen. So now I have cancelled my booking without being able to ask about a cancellation fee and I have lost my reward night and potentially have to pay for the privilege of not going on the weekend break I'm paying for but not actually attending. It's a complete rip off and has made me think twice about using this service. In addition, I have been having a lot of trouble accessing the companies app and the rewards night has been a colossal waste of time.

I lost rewards to them that I never got back during the Covid era!

Then was traveling and had to open up a new account as I did not have access to the old one. They refused to combine the 2 accounts and I have lost rewards again!

Now it seems they are merging and I don't even know if my login info is good now! They could have notified me. Am I going to lose my recent rewards!

What a ******* company!

They shouldn't even be a 1 star! Maybe a burnt-out star!

I reserved a room for some guests coming from out of state at Days Inn in Ruston, LA The 11th through the 13th of July. When they arrived at the hotel, because it was reserved in my name, he would not let them have the room, would not let me talk to him on the phone and would not give them a refund. He was hateful and rude to my guests. I'm 76 years old and it was 10:00pm and I couldn't get out of bed, dressed and go down there to check in the room. This is the first time ever we have had this kind of problem.

Since the y could not use the reservation because of the desk clerk at the hotel Please refund the more than $300.00 I had to pay for a room we couldn't use.

I booked a stay at Chocolate Express Hotel And Suites in Hershey in PA Due to a technical issue when trying to book the site timed out and it just cycled when trying to pay I assumed it did not go through so I tried again the day we were going I found out it did I got emailed alert alert from my bank of two charges i called both the hotel and hotel.com and to no avail was told I could not get a refund on a mistake that was not mine so yes I’m thoroughly pissed off and all I got was the hotel and hotel.com pointing fingers at each other saying each other is to blame. The reservation numbers are [protected] and [protected]