CB Travel and Vacations Hotels.com Problem with ad hoc guest account creation leading to payment of no show fee

Hotels.com review: Problem with ad hoc guest account creation leading to payment of no show fee

KYChan of SG

Oct 25, 2023 3:13 am EDT

Verified customer

Featured review

I have been long time customer of hotels.com since a number of years ago.

I have the Hotels.com app installed on my phone.

I use the mobile phone app to make all my travel bookings, both personal and business.

For staff travel intended for Oct 2023, I searched on Hotels.com for a hotel room in Sep 2023. Travel dates were not finalized. I hold a hotel room in Singapore from 1-14 Oct 2023 using the pay later feature to make sure that if the plan is changed, I can change in time to cancel the booking.

I did not know that in the backend Hotels.com created a guest account for the reservation.

The staff travel plan changed and the booking was not needed anymore. I have been tracking my trip bookings on my app and did not see any booking for 1-14 Oct 2023. I thought then the booking was not in the system anymore.

Then 1 Oct 2023, I received an email from Hotels.com asking how is my check-in experience. I was surprised to read that as it told me that something is wrong.

I was busy and could only call Hotels.com hotline on 3 Oct 2023 telling them the issue. They tried to call the hotel to inform them to cancel the booking ASAP. The person on the line told me that he could not reach the hotel but would follow up and I would be called back within 72 hours.

No one called back for the next few days.

On 8 Oct 2023, I decided to call up Hotels.com to ask if the issue was resolved. I spent half an hour on the phone and eventually, I was told that the booking should have been canceled and I should not see any charge on my bank card.

To my shock, on 25 Oct 2023, I looked at the bank statement and the full 14-day charge of SGD1737.31 was deducted from the bank account. I called up Hotels.com again and am waiting for the issue to be resolved.

0 comments

Add a comment

Hotels.com - Refuse to honor confirmation of booking 9

Resolved

Hotels.com - fraud 42

Resolved

Hotels.com - no customer service 9

Resolved

Hotels.com - Hotelclub.com uses the bait a switch scam 2

Hotels.com - scam and lies 3

Resolved

Hotels.com - hotel bentleys colaba mumbai

Hotels.com - refusal of refund 1

Hotels.com - Hotel Stay at Ramada Inn Titusville

Hotels.com - Hotel reservation

Hotels.com - refund cancellation payment not in full amount

Resolved

View all Hotels.com reviews and complaints

Hotels.com Contacts

Hotels.com phone numbers

800 246 8357
800 246 8357

Click up if you have successfully reached Hotels.com by calling 800 246 8357 phone number 162 162 users reported that they have successfully reached Hotels.com by calling 800 246 8357 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 246 8357 phone number 298 298 users reported that they have UNsuccessfully reached Hotels.com by calling 800 246 8357 phone number

28%
Confidence score

United States

800 807 6641
800 807 6641

Click up if you have successfully reached Hotels.com by calling 800 807 6641 phone number 36 36 users reported that they have successfully reached Hotels.com by calling 800 807 6641 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 807 6641 phone number 50 50 users reported that they have UNsuccessfully reached Hotels.com by calling 800 807 6641 phone number

4%
Confidence score

United States

800 224 6835
800 224 6835

Click up if you have successfully reached Hotels.com by calling 800 224 6835 phone number 4 4 users reported that they have successfully reached Hotels.com by calling 800 224 6835 phone number Click down if you have unsuccessfully reached Hotels.com by calling 800 224 6835 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling 800 224 6835 phone number

36%
Confidence score

Canada

1800 11 142 079
1800 11 142 079

Click up if you have successfully reached Hotels.com by calling 1800 11 142 079 phone number 0 0 users reported that they have successfully reached Hotels.com by calling 1800 11 142 079 phone number Click down if you have unsuccessfully reached Hotels.com by calling 1800 11 142 079 phone number 3 3 users reported that they have UNsuccessfully reached Hotels.com by calling 1800 11 142 079 phone number

17%
Confidence score

Phillipines

+1 (417) 521-0845
+1 (417) 521-0845

Click up if you have successfully reached Hotels.com by calling +1 (417) 521-0845 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +1 (417) 521-0845 phone number Click down if you have unsuccessfully reached Hotels.com by calling +1 (417) 521-0845 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +1 (417) 521-0845 phone number

United States

+44 203 024 8216
+44 203 024 8216

Click up if you have successfully reached Hotels.com by calling +44 203 024 8216 phone number 59 59 users reported that they have successfully reached Hotels.com by calling +44 203 024 8216 phone number Click down if you have unsuccessfully reached Hotels.com by calling +44 203 024 8216 phone number 86 86 users reported that they have UNsuccessfully reached Hotels.com by calling +44 203 024 8216 phone number

United Kingdom

+61 280 662 747
+61 280 662 747

Click up if you have successfully reached Hotels.com by calling +61 280 662 747 phone number 13 13 users reported that they have successfully reached Hotels.com by calling +61 280 662 747 phone number Click down if you have unsuccessfully reached Hotels.com by calling +61 280 662 747 phone number 3 3 users reported that they have UNsuccessfully reached Hotels.com by calling +61 280 662 747 phone number

63%
Confidence score

Australia

+64 99 151 135
+64 99 151 135

Click up if you have successfully reached Hotels.com by calling +64 99 151 135 phone number 5 5 users reported that they have successfully reached Hotels.com by calling +64 99 151 135 phone number Click down if you have unsuccessfully reached Hotels.com by calling +64 99 151 135 phone number 5 5 users reported that they have UNsuccessfully reached Hotels.com by calling +64 99 151 135 phone number

New Zealand

+43 810 310 803
+43 810 310 803

Click up if you have successfully reached Hotels.com by calling +43 810 310 803 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +43 810 310 803 phone number Click down if you have unsuccessfully reached Hotels.com by calling +43 810 310 803 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +43 810 310 803 phone number

Austria

+32 22 008 524
+32 22 008 524

Click up if you have successfully reached Hotels.com by calling +32 22 008 524 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +32 22 008 524 phone number Click down if you have unsuccessfully reached Hotels.com by calling +32 22 008 524 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +32 22 008 524 phone number

Belgium

+45 43 682 330
+45 43 682 330

Click up if you have successfully reached Hotels.com by calling +45 43 682 330 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +45 43 682 330 phone number Click down if you have unsuccessfully reached Hotels.com by calling +45 43 682 330 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +45 43 682 330 phone number

Denmark

+358 972 519 905
+358 972 519 905

Click up if you have successfully reached Hotels.com by calling +358 972 519 905 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +358 972 519 905 phone number Click down if you have unsuccessfully reached Hotels.com by calling +358 972 519 905 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +358 972 519 905 phone number

Finland

+33 157 324 317
+33 157 324 317

Click up if you have successfully reached Hotels.com by calling +33 157 324 317 phone number 3 3 users reported that they have successfully reached Hotels.com by calling +33 157 324 317 phone number Click down if you have unsuccessfully reached Hotels.com by calling +33 157 324 317 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +33 157 324 317 phone number

50%
Confidence score

France

+49 69 380 789 320
+49 69 380 789 320

Click up if you have successfully reached Hotels.com by calling +49 69 380 789 320 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +49 69 380 789 320 phone number Click down if you have unsuccessfully reached Hotels.com by calling +49 69 380 789 320 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +49 69 380 789 320 phone number

Germany

+353 16 569 439
+353 16 569 439

Click up if you have successfully reached Hotels.com by calling +353 16 569 439 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +353 16 569 439 phone number Click down if you have unsuccessfully reached Hotels.com by calling +353 16 569 439 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +353 16 569 439 phone number

Ireland

+39 269 430 760
+39 269 430 760

Click up if you have successfully reached Hotels.com by calling +39 269 430 760 phone number 2 2 users reported that they have successfully reached Hotels.com by calling +39 269 430 760 phone number Click down if you have unsuccessfully reached Hotels.com by calling +39 269 430 760 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +39 269 430 760 phone number

100%
Confidence score

Italy

+31 207 006 039
+31 207 006 039

Click up if you have successfully reached Hotels.com by calling +31 207 006 039 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +31 207 006 039 phone number Click down if you have unsuccessfully reached Hotels.com by calling +31 207 006 039 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +31 207 006 039 phone number

Netherlands

+47 23 024 614
+47 23 024 614

Click up if you have successfully reached Hotels.com by calling +47 23 024 614 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +47 23 024 614 phone number Click down if you have unsuccessfully reached Hotels.com by calling +47 23 024 614 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +47 23 024 614 phone number

Norway

+351 707 201 282
+351 707 201 282

Click up if you have successfully reached Hotels.com by calling +351 707 201 282 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +351 707 201 282 phone number Click down if you have unsuccessfully reached Hotels.com by calling +351 707 201 282 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +351 707 201 282 phone number

Portugal

+7 499 272 2035
+7 499 272 2035

Click up if you have successfully reached Hotels.com by calling +7 499 272 2035 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +7 499 272 2035 phone number Click down if you have unsuccessfully reached Hotels.com by calling +7 499 272 2035 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +7 499 272 2035 phone number

Russia

+34 912 757 407
+34 912 757 407

Click up if you have successfully reached Hotels.com by calling +34 912 757 407 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +34 912 757 407 phone number Click down if you have unsuccessfully reached Hotels.com by calling +34 912 757 407 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +34 912 757 407 phone number

100%
Confidence score

Spain

+46 851 761 615
+46 851 761 615

Click up if you have successfully reached Hotels.com by calling +46 851 761 615 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +46 851 761 615 phone number Click down if you have unsuccessfully reached Hotels.com by calling +46 851 761 615 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +46 851 761 615 phone number

Sweden

+41 445 118 477
+41 445 118 477

Click up if you have successfully reached Hotels.com by calling +41 445 118 477 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +41 445 118 477 phone number Click down if you have unsuccessfully reached Hotels.com by calling +41 445 118 477 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +41 445 118 477 phone number

Switzerland

+90 212 375 5226
+90 212 375 5226

Click up if you have successfully reached Hotels.com by calling +90 212 375 5226 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +90 212 375 5226 phone number Click down if you have unsuccessfully reached Hotels.com by calling +90 212 375 5226 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +90 212 375 5226 phone number

Turkey

+20 800 844 1089
+20 800 844 1089

Click up if you have successfully reached Hotels.com by calling +20 800 844 1089 phone number 3 3 users reported that they have successfully reached Hotels.com by calling +20 800 844 1089 phone number Click down if you have unsuccessfully reached Hotels.com by calling +20 800 844 1089 phone number 4 4 users reported that they have UNsuccessfully reached Hotels.com by calling +20 800 844 1089 phone number

The Middle East

+27 214 277 778
+27 214 277 778

Click up if you have successfully reached Hotels.com by calling +27 214 277 778 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +27 214 277 778 phone number Click down if you have unsuccessfully reached Hotels.com by calling +27 214 277 778 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +27 214 277 778 phone number

100%
Confidence score

South Africa

+86 400 991 1014
+86 400 991 1014

Click up if you have successfully reached Hotels.com by calling +86 400 991 1014 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +86 400 991 1014 phone number Click down if you have unsuccessfully reached Hotels.com by calling +86 400 991 1014 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +86 400 991 1014 phone number

China

+852 30 774 856
+852 30 774 856

Click up if you have successfully reached Hotels.com by calling +852 30 774 856 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +852 30 774 856 phone number Click down if you have unsuccessfully reached Hotels.com by calling +852 30 774 856 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +852 30 774 856 phone number

Hong Kong

+91 124 487 3878
+91 124 487 3878

Click up if you have successfully reached Hotels.com by calling +91 124 487 3878 phone number 5 5 users reported that they have successfully reached Hotels.com by calling +91 124 487 3878 phone number Click down if you have unsuccessfully reached Hotels.com by calling +91 124 487 3878 phone number 2 2 users reported that they have UNsuccessfully reached Hotels.com by calling +91 124 487 3878 phone number

43%
Confidence score

India

+81 367 438 541
+81 367 438 541

Click up if you have successfully reached Hotels.com by calling +81 367 438 541 phone number 2 2 users reported that they have successfully reached Hotels.com by calling +81 367 438 541 phone number Click down if you have unsuccessfully reached Hotels.com by calling +81 367 438 541 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +81 367 438 541 phone number

33%
Confidence score

Japan

+65 68 185 638
+65 68 185 638

Click up if you have successfully reached Hotels.com by calling +65 68 185 638 phone number 17 17 users reported that they have successfully reached Hotels.com by calling +65 68 185 638 phone number Click down if you have unsuccessfully reached Hotels.com by calling +65 68 185 638 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +65 68 185 638 phone number

89%
Confidence score

Singapore

+82 234 800 145
+82 234 800 145

Click up if you have successfully reached Hotels.com by calling +82 234 800 145 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +82 234 800 145 phone number Click down if you have unsuccessfully reached Hotels.com by calling +82 234 800 145 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +82 234 800 145 phone number

South Korea

+54 115 354 2374
+54 115 354 2374

Click up if you have successfully reached Hotels.com by calling +54 115 354 2374 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +54 115 354 2374 phone number Click down if you have unsuccessfully reached Hotels.com by calling +54 115 354 2374 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +54 115 354 2374 phone number

Argentina

+55 114 700 2083
+55 114 700 2083

Click up if you have successfully reached Hotels.com by calling +55 114 700 2083 phone number 1 1 users reported that they have successfully reached Hotels.com by calling +55 114 700 2083 phone number Click down if you have unsuccessfully reached Hotels.com by calling +55 114 700 2083 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +55 114 700 2083 phone number

100%
Confidence score

Brazil

+54 551 500 1057
+54 551 500 1057

Click up if you have successfully reached Hotels.com by calling +54 551 500 1057 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +54 551 500 1057 phone number Click down if you have unsuccessfully reached Hotels.com by calling +54 551 500 1057 phone number 1 1 users reported that they have UNsuccessfully reached Hotels.com by calling +54 551 500 1057 phone number

Mexico

+44 203 564 5228
+44 203 564 5228

Click up if you have successfully reached Hotels.com by calling +44 203 564 5228 phone number 19 19 users reported that they have successfully reached Hotels.com by calling +44 203 564 5228 phone number Click down if you have unsuccessfully reached Hotels.com by calling +44 203 564 5228 phone number 19 19 users reported that they have UNsuccessfully reached Hotels.com by calling +44 203 564 5228 phone number

Other Countries

+1 (214) 361-7311
+1 (214) 361-7311

Click up if you have successfully reached Hotels.com by calling +1 (214) 361-7311 phone number 0 0 users reported that they have successfully reached Hotels.com by calling +1 (214) 361-7311 phone number Click down if you have unsuccessfully reached Hotels.com by calling +1 (214) 361-7311 phone number 0 0 users reported that they have UNsuccessfully reached Hotels.com by calling +1 (214) 361-7311 phone number

More phone numbers

Hotels.com emails

userexperience@hotels.com

100%
Confidence score: 100%

Support

Hotels.com address

5400 LBJ Freeway, Suite 500, Dallas, Texas, 75240, United States

Hotels.com social media
Checked and verified by Laura This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more

Nov 19, 2024