Hotel.com reviews and complaints

I booked accomodation with hotel.com app and cancelled on the same day. I checked my hotel.com app to make sure there was no booking of that hotel that I cancelled in the app. On the 30th Sept I was charged1053.46 euro for no show. I called and complained to Hotel.com. It’s staff claimed that I double booked that hotel, one is under my account and was successfully cancelled the other was under guest account with was not cancelled. However, closer to the date of my stay I got confirmation for that hotel under my membership booking via email. I tried to check that email it once again showed my cancellation was successful (on 23 th September 2022, my booking was 27th Sept till 1st Oct). Then I checked Hotels.com app again there was no booking of that hotel in the hotel.com app either. Then I tought there might be some mistakes from Hotel.com bc I double, triple checked my booking in my hotel.com app but could not find that particular hotel in my booking.

The mistake I probably made is too trust Hotel.com app to check my booking with hotel.com

I requested a full refund but Hotel.com refused to show any resensibility. I heard this incidents happened to a few people.

Upon our arrival at the Apartahotel Adagio Muenchen City we were told that there was no booking for us made by hotel.com.

Hotels.com confirmation number

[protected]

The Night Manager (Lo) confirmed that we were at the correct hotel but he could still not find any reservation. We tried to contact hotel.com by virtual assistant and gave our information but this could not be found.

We waited for an agent but this never came, we waited for over half and hour. The Adagio didn't have any rooms available so our only option was to find a different hotel at our own cost.

I have checked my account and you have debited my account by £237 on 3 May by Expedia.com and sent me a booking confirmation last night so we were very surprised not to find a room for us.

Please investigate this matter immediately and refund the payment in full.

Kind regards,

Silvia Sierra

[protected]

Aparthotel Adagio Muenchen City

Munich, Germany

Check in

Thursday, May 12, 2022 (3 PM)

Check out

Saturday, May 14, 2022 (noon)

Studio, 1 Double Bed

Non-refundable reservation

Confirmation number: [protected]

I booked and paid for a room in Peemes Guesthouse in Ghana. The guesthouse refused to honor Hotels.com prices and refused to give me the room. The guesthouse manager even asked me to get another hotel. The worst is that hotels.com just told me the guesthouse doesn't have a refund policy. Since hotels.com knew the no refund policy ahead of time, I believe that they con me with the guesthouse in order just to get the money, give no room and hide behind a policy.
They should not get away with robbing people online

On 10/22 I called hotel.com to book a room near anshutz medical clinic. A room was needed for a family member's cancer treatment stay. I was told my the representative that best room rate was 138.00. I booked the 22nd and the 23rd. When we arrived at the hotel on the 22nd (same day as I booked it). I was told by the hotel their rate was 118.00. So clearly hotel.com does not offer the best rate as they advertise. They increase the price.

Fw: issues with a completed trip -  case id : [req:m-[protected]]

Dm

Daniel minshall

Sun 04/06/2017 10:08

Drafts

To:

Hotels.com uk ([protected]@mail.hotels.com);

Daniel minshall

 hotels.com
Subject: fw: issues with a completed trip

I am writing on behalf of a group who have just returned from a trip to spain.

On arrival at our hotel we found that it had closed down. i spoke to someone from an adjacent property who advised me that the hotel had been closed for some time.

I phoned hotels.com to advise of our situation and after speaking to a customer advisor i was put "on hold" while they attempted to contact the hotel. my first call, at 11:53 lasted 68 minutes, during which time i was held on hold on a number of occasions. this call did not result in our being booked into another hotel and i had to make a second call, this call lasted 56 minutes.

During the second call i explained that we were extremely disappointed with the service being provided and that i expected our party to be booked into a better hotel. the advisor eventually found a hotel (casino royal) and told me that the hotel was a 4 star hotel.

On arrival at our hotel we attempted to check in but we're advised that the booking was not on the hotel systems. i then made another call, lasting 16 minutes, in an attempt to resolve the issue. we finally checked in to our hotel almost 4 hours after arrival at the first hotel.

The casino royal hotel is rated 3 star and has a tripadvisor rating of 2 stars, clearly not what we were expecting and not as described by the hotels.com advisor.

Our original booking was based on tripadvisor reviews suggesting the hotel was clean and friendly and had a 3 star tripadvisor rating. the hotel we finally checked in to has a 2 star tripadvisor rating with almost half of the reviews grading the hotel as"terrible"

The issues we had with our booking and our hotel experience rendered our trip very disappointing. we feel we did not receive a level of service from hotels.com that was acceptable and that we were wrongly advised by the hotels.com advisor as to the standard of hotel we were to be checked in to.

We feel that a full refund of our booking costs is completely justified together with the costs i incurred in phoning hotels.com to rectify the situation (these costs are approximately £7).

I look forward to your response and confirmation that a refund, plus phone call costs, are to be made.

I booked two rooms at Manila Pavilion in the Philippines for 4 nights last Oct thru hotel.com but when we arrived at the hotel we were shocked at the state of the hotel. It was so dirty and smelly. The carpet are covered with stains and the bathroom was filthy. They are not what hotel.com advertise in their website. The gym was an empty room. We arrived in the hotel and we have to wait for hrs to locate us a room but when I get and see the room I was so upset. I wont even put my dog there. We waited for nearly 5hrs at the lobby of the hotel as the duty manager was trying to find as a better room but after 4 1/2hrs waiting we decided to move to the nearest hotel as the hotel is unhygienic. The hotel manager said we can refund our money thru hotel.com as we booked our hotel with them. I called hotel.com and boy! they make u wait for hr on the phone one of the customer service I spoke to under the name of Richa promised that she will follow up my Case ID : [REQ:M-319​2386] and will refund my money the next day I even got her e-mail regarding all the conversation we had on the phone. But the next day I have no phone call or even an e-mail from her. I try to call them again but same story they make you wait on the phone and I keep going back explaining again what happen. We spent P26, 000 about HK$5000 for this trip and we didnt even stay in the hotel. With all the hussle and headache they give to us I hope hotel.com will refund our money

Having called them early in the day to make reservations in Ireland, we needed 3 rooms. They could only make a maximum of 2 per reservation but assured us they could do it with 2 reservations. When we finally received the confirmation e-mails several hours later, the were several errors. After multiple calls to them, finally asking to speak to a supervisor, we were cut off each time.

We finally called American Express to cancel the charge-confirmations and will make our own reservations.