Hotels.com Customer Service Issues

I booked a reservation and canceled it online 47 minutes later, but I only received a partial refund. The total cost was $1,[redacted].78 for a Hilton Houston Medical Center room under either my name, Pat Westbrook, or possibly Catherine Westbrook. The refund I got was only $1,[redacted].52, leaving a balance of $[redacted].26. The City credit card used for payment also bears the name Pat Westbrook. Itinerary number is [redacted]80.

My spouse and I made a reservation at the Anna Maria Island Dream Inn. Our experience was disappointing from the start. The TV cable didn't work, leaving us without TV throughout our stay. The internet was also unreliable, and without WiFi, there was no cell phone service unless outside. The broken room lock went unfixed, and no daily cleaning service was provided. To address any issues, we had to trek across a busy road to reach the front desk since there was no phone in the room. We were rushed to check out by 10 am with no option to leave our car later. Despite the numerous problems, no effort was made to make amends. To top it off, the cleaning staff, who were poorly dressed and unprofessional in appearance, came in before our checkout. A refund for this subpar experience is warranted as this level of service is unacceptable, even for a 2-star hotel.

I recently stayed at Days Inn on Boston Turnpike in Shrewsbury, Massachusetts, room [redacted] on July 2nd. There were several issues during my stay - the toilet and door frame were loose, the coffee pot didn't work, and I encountered unhelpful staff. I paid $[redacted] instead of the correct $85 due to an early check-in charge. The room lacked proper service, and I felt dissatisfied. The experience was unpleasant with drunk guests around. I spoke to Kevin from hotels.com who advised me to reach out. My confirmation number is 83056EC012339 (account number [redacted]56). I hope to get a refund promptly. Thank you.

I have been traveling in Southeast Asia since March of this year and will be continuing for another sixty days. During this time, I have been using Hotels.com for all my hotel bookings and paying through PayPal. Recently, I have encountered an issue where I am unable to complete my hotel bookings using PayPal. When I try to sign in to PayPal during the Hotels.com booking process, I am unable to connect and receive an error message saying “Something Wrong at Our End” with the prompt to “Try Again Later”. After contacting PayPal multiple times, they confirmed no issues on their end with my account. They could not locate any of my attempts to sign in during the Hotels.com booking process. I suspect there might be a technical problem on your end. Looking forward to your assistance. -J. McDonald

Yesterday, I made a reservation through Hotels.com for a 3-day stay at Intercontinental Miramar Panama in Panama City, Panama. Initially, I selected to pay a deposit only in CAD currency, but upon receiving the booking summary, I realized the payment would be in the hotel's local currency. Despite contacting Hotels.com's service desk immediately, they could not resolve the issue and advised me to reach out to you today. The communication about this matter has been documented by Hotels.com alongside my confirmation number. I am seeking your help to allow me to make the full payment in CAD currency at the rate of $[redacted] per night for January 17, 18, and 19, while keeping the rest of the booking unchanged - a standard room with a king-size bed and breakfast included. I wish to avoid any penalties for this oversight and make the payment in CAD as originally intended. Thank you for your anticipated support in amending my booking according to my preferences. This experience has been frustrating for me as a first-time Hotels.com user, and I am hopeful that you can facilitate this change so I can finally relax. Best regards, Pam C.

I frequently book through hotels.com and recently had a terrible experience at a Best Western in St. Paul. The room had a broken bed, unpleasant odors, noise disturbances, and was dirty. Despite multiple complaints to the hotel staff and even reaching out at checkout, I was unable to speak to a manager. When I contacted hotels.com, they were also unable to reach the management on site. After being promised a resolution, nothing has been done yet. I am extremely dissatisfied and plan to report this to the BBB and the American Hospitality Association. I have canceled my upcoming reservation with them and do not intend to stay there again. My main concern now is getting a refund as I do not wish to continue trying to contact the hotel manager directly.

I made a hotel reservation through hotels.com on 4/7/18 for a one-night stay at the Copper Kettle in Carnforth. Unfortunately, I now need to cancel my booking. The confirmation indicates that I booked through hotels.com, and the payment of £70 was deducted from my PayPal account on 4/7/18. I tried to cancel the booking using the app and website, but the reference number [redacted]-[redacted]-[redacted] does not appear in my account possibly due to the involvement of a third party, Evivvo. Despite contacting them, they stated they don't handle cancellations or refunds and advised me to reach out to hotels.com. Evivvo provided me with two additional reference numbers, [redacted] and SJI-[redacted]-[redacted], but neither works on the app or website. The hotel is aware of my cancellation request. As I've encountered difficulties and frustration, I would appreciate your assistance. Thank you. - D. Lewis

I lodged a complaint about my stay at The Westwood hotel in Galway but have not received a response yet. My reservation confirmation number is [redacted]94 for a 2-night stay on the 28th and 29th of June. The experience was so unpleasant that we had to seek alternative accommodation for the second night. I have detailed the issues in a previous email and if I don't hear back within 24 hours, I will contact the hotel directly. The room we were given was nothing like the ones advertised; it was excessively hot with a malfunctioning heat source. Despite the advertisement mentioning air conditioning, we were informed it was for heating only. This was the most uncomfortable night I've ever experienced, and of the 7 hotels we stayed in during our trip, this was by far the worst. I believe a refund is warranted, especially since it cost £[redacted].00 to book another hotel for the night.

I recently made a room reservation in Moscow through Hotels.com (booking confirmation [redacted]74). Although the customer service representatives I interacted with were friendly, unfortunately, my cancellation request was not successfully resolved. I have been a loyal Hotels.com customer and had no issues until my experience with the Slavyanka Hotel in Moscow. Upon arrival, I was disappointed as the hotel did not meet the expectations set by the misleading pictures on your website. While I understand the images are provided by the hotel, I trusted the information on your site when making my booking decision. After contacting Hotels.com, they were unable to facilitate the cancellation process. The discrepancy between the pictures on your site and the actual hotel prompted me to reach out. Despite indicating my preference for a double bed during booking, the hotel failed to meet this requirement. I hope you can assist me or escalate this matter to the appropriate authority. I find it disheartening that I spent approximately $[redacted] on a room I couldn't use, prompting me to switch to a different hotel the same night. As a regular person seeking a pleasant vacation, I urge a review of your policies to prevent similar incidents and uphold the trust customers place in your company.

I need to report that upon my arrival at Hotel Daphne in Istanbul on July 25th, my reservation for 2 double bed rooms through Hotels.com (reservation confirmation [redacted]76) was not available. The hotel only had one room, which was not suitable for my family. I asked the hotel reception to cancel the booking, and I had to find another hotel at an additional cost of over $[redacted]. The hotel reception contacted Hotels.com for the cancellation. I am requesting confirmation of the cancellation and a refund of the amount charged to my debit card. I also believe the extra expenses incurred due to the room unavailability should be taken into account. I am eagerly awaiting a prompt response and resolution.

I stayed at the hotel for one night with a check-in on Saturday, July 7, [redacted], and a check-out on Sunday, July 8, [redacted]. The total amount paid was £[redacted].85. Unfortunately, my experience was disappointing. The room had a strong smoke smell despite being booked as non-smoking. It was noisy, with a shabby appearance and burn marks on the carpet. The furniture appeared dirty, and the fan provided was subpar. I raised these concerns but was denied a refund, including for breakfast which I couldn't have. I contacted hotels.com with evidence of booking another room elsewhere due to the unsatisfactory conditions. Despite emailing and trying to resolve the issue, I felt ignored. It's frustrating to have paid for such a poor experience and I am considering sharing my feedback on social media.

Hello, my name is Araceli Aldana Alcala, and I encountered an issue with my reservation last week in Istanbul. The reservation number was [redacted]. The hotel informed me that Hotels.com had canceled my reservation due to a payment issue. However, at the time of booking, my bank, Bancomer, notified me that they had processed the payment. I am perplexed as to why my bank blocked the transaction despite me receiving a confirmation via SMS. This situation caused great inconvenience as I lost both money and days of my holiday trying to secure alternative accommodations in Turkey. I urgently require assistance in resolving this matter and obtaining a refund. Thank you for your attention. Please contact me at [redacted].

Hello, I am looking to modify my four-night reservation at Hotel Hellsten by removing the first night. - Original Booking Details: Confirmation number: [redacted] Hotel: Hotel Hellsten Room Type: Hotel Room Check-in date: 08/18/[redacted] Check-out date: 08/22/[redacted] Guests: 2 - Requested Change: Modified Booking Details: Hotel Room Check-in date: 08/19/[redacted] Check-out date: 08/22/[redacted] Guests: 2 However, when attempting this change on the hotels.com website, I receive an error indicating no availability for these dates. I want to keep the same room at the same hotel but for one day less. I kindly ask for assistance with this alteration as the system is not permitting me to make the adjustment independently. Thank you for your help. Best regards, C. Mathers

Dear Sirs and Madams, I made a booking via hotels.com on June 24th with booking number [redacted]17 for HG Cozy Hotel N9 2 in Osaka. I received a payment confirmation email from hotel.com, but I cannot see this booking in my confirmed booking list in "manage my booking." Please verify if the booking is indeed confirmed. Additionally, I have received a separate email from the hotel requesting me to upload my passport for online check-in. However, I have not received any instructions from the host regarding key pick-up, and since we are arriving in Osaka at 10 pm, I am concerned that the key pick-up counter will be closed. We have inquired about the arrangements but have not received a response yet. We are quite disappointed with the lack of communication from the hotel. Please assist in checking with the hotel as our check-in time is approaching. Thank you. Booking Name: L. M. Leung

I made a reservation for a two-night stay in Estes Park, CO this afternoon at approximately 3:45 pm. Unfortunately, I had to cancel the reservation about an hour later. I canceled online but was informed that I would only receive a partial refund. When I called customer service, they mentioned that the hotel would decide about the refund and that they would contact me. The customer service representative mentioned something about an email from the hotel or contacting them myself by email before quickly hanging up. Following this, I called the hotel and was informed that they had no record of my reservation and therefore could not process a refund. Upon calling customer service again, I received a similar response from another representative who mentioned that only a manager could discuss the refund with them. They left a voicemail for the manager. I am frustrated as I believe I deserve a full refund for a reservation that was cancelled within an hour and never reached the hotel. My reservation number is [redacted]58, and the hotel in question is Sunnyside Knoll Resort in Estes Park, CO. Thank you, Tammie Hooker.

I am writing to express my dissatisfaction with my recent trip due to discrepancies between the hotel information provided by hotels.com and the actual arrangements made. Despite attempting to contact them via email and phone 24 hours prior to my arrival, I did not receive any response. When I arrived, I had to resort to expensive long-distance calls as the listed phone number was invalid. The accommodation details for Kotor and Dubrovnik did not match what was shown on hotels.com, causing delays and additional costs. Additionally, the Grabovac [redacted] Plitvicka Jezera hotel did not provide the room as booked and had issues with the promised wifi service. I feel frustrated and disappointed with the overall experience and believe that the accommodation fees should be waived as compensation for the inconvenience.

I attempted to cancel a New York hotel reservation within the 72-hour policy, but missed the deadline by an hour. Hotels.com claimed they reached out to the hotel, initially suggesting email communication. After a failed attempt, I contacted the hotel directly, learning there was no record of any correspondence from Hotels.com. When questioning Hotels.com, the representative and supervisor repeated the assertion that the hotel declined the cancellation. Frustrated, I requested to speak with customer service but was denied the opportunity. The lack of professionalism and conflicting information left me dissatisfied with Hotels.com's customer service. I seek either a refund for my hotel reservation or a complimentary night in New York City for the inconvenience caused.

Subject: Disappointing Experience at Tropicana Inn, Niagara Falls, ON To whom it may concern, I recently made a reservation for the Tropicana Inn in Niagara Falls, ON, via Hotels.com. Regrettably, I must express my dissatisfaction with the accommodations provided at this establishment. During our brief stay, we encountered numerous issues that fell short of our expectations: - The room was cramped, sparsely furnished, with a malfunctioning door and limited TV channels. - The bed was uncomfortable, equipped with undersized pillows, and lacked basic amenities like glasses, a coffee maker, or a microwave. - The bathroom, while clean, had insufficient towels and toiletries. - To top it off, I even noticed an unwelcome critter on the wall. Upon expressing our concerns to the unresponsive front desk, we promptly decided to leave. I believe this motel does not meet the standard one would associate with a tourist destination like Niagara Falls. I feel misled by the listing on Hotels.com and respectfully request a refund for our subpar experience. Thank you for your attention to this matter. Sincerely, Stephen C. [redacted] Scott St E Strathroy, ON N7G 1K5 [redacted]

Hello, my name is Jennifer S. I made a hotel room reservation through hotels.com. I canceled the booking the following week within the cancellation window, but I was still charged $[redacted] on my card. Despite several attempts spanning over a month and a half, I have not received a refund. Whenever I contact hotels.com, they redirect me and deny charging my card. I have verified with the hotel that they did not process the payment. Since I booked through hotels.com, they should be responsible for the charge. Any assistance in resolving this issue would be greatly appreciated. Thank you.

I made a booking for two rooms for a two-night stay at the Holiday Inn in Glasgow, KY on July 28th, totaling $[redacted].80. However, I needed to change my reservation to the Holiday Inn in Horse Cave KY to be closer to family. Despite multiple attempts to cancel through Booking.com and Hotels.com, charges for both locations appeared on my credit card bill. I used the confirmation number [redacted]90 for the reservation.