Hotels.com Customer Service Issues

My granddaughter and her husband drove to New Orleans for their honeymoon cruise, arriving at 11:00 p.m., only to be notified via email that their cruise had been canceled for the next day. They made a reservation through Travelocity.com on Saturday to spend a few days at Beachfront Palms Hotel in Galveston. They paid for their reservation but upon arrival, they were informed that they could not stay because he was not 21 years old. Only half of their money was refunded, and the hotel directed them to seek the remaining refund from Travelocity. This man is in the military and is heading to Afghanistan in August. The situation is distressing as they were hoping for a nice honeymoon stay. Instead, they had to settle for a different motel. I would like the remaining $[redacted].00 refunded promptly. Given the circumstances were related to coronavirus, I believe it should be addressed as a matter of urgency.

Subject: Request to Waive Cancellation Fee for Booking [redacted][redacted] I booked two rooms for the Schell party at Hotel Drei Lowen Munich, checking in on March 20, [redacted], for a three-night stay. The booking was in relation to a school trip for Grandview High School in Aurora, CO, but got canceled due to the Coronavirus pandemic. I can provide proof of the school trip cancellation if needed. I have already canceled the reservation, but a $[redacted].36 cancellation fee per room was charged. Given the extraordinary circumstances, I kindly request that hotels.com waive this fee and refund the $[redacted].72 to the credit card used for booking. I appreciate a swift response to resolve this matter. Thank you.

My family planned a spring break trip to Florida, which was unfortunately cancelled due to Covid-19. We are seeking a refund for our bookings made through hotels.com. Despite contacting the hotel directly, we were instructed to reach out to you for the refund. The confirmation numbers are as follows: - [redacted] - [redacted]  We have been attempting to contact customer service by phone for several days, but have been experiencing constant disconnections. Our check-in date was scheduled for Tuesday the 17th. We are eager to resolve this matter promptly as this refund is crucial to supporting our family. As long-time loyal users of hotels.com, we hope to receive assistance soon. Thank you, A.K.

Hello, I'm Toby Leonard, and I'm traveling with Sherrie Juris. We have a reservation at your hotel for a standard room from April 1st to April 8th, for 7 nights. Our reservation is under Sherrie Juris, confirmation number [redacted][redacted]. Due to the Coronavirus pandemic, we are unable to travel and are kindly asking for an exception to your cancellation policy. Our government has canceled our vacation as we both work in professions that deal with treating patients with Coronavirus. I work in a hospital, and all vacations have been canceled due to the increase in patients. Sherrie works in pharmaceutical quality control to produce antiviral medications. We are asking to reschedule our stay to November 22nd to 28th, for 6 nights instead of 7. We are not seeking a refund, just a change of dates. Thank you for considering our situation. Toby Leonard.

Subject: Need Help with Canceling Reservation Dear Hotels.com Support, I have been trying to cancel my reservation at the Westchester Marriott in Tarrytown, NY for Thursday, March 19 under Confirmation Number [redacted][redacted]. Despite contacting agents multiple times since last Saturday, I have faced challenges in resolving this matter. When I initially spoke to an agent on Saturday, I was informed that they couldn't assist me at that moment due to the unavailability of staff at the location. The agent assured me a follow-up on Monday, which unfortunately did not happen. Today, after several attempts, I managed to speak to an agent who was able to organize a credit for a future stay after contacting the property. However, the call got disconnected, and I did not receive a callback despite providing my contact details on my reservation and account. There seems to be a recurring issue with phone disconnections after around 9 minutes on hold. While I understand the high call volumes, I believe there must be a better way to address customer concerns. I would appreciate your guidance on this matter and I am open to resolving it either over the phone or through email. Thank you for your attention. Warm regards, J. Couget

I need to reach someone at Hotels.com regarding my booking for this Friday, March 20th, at the Waldorf Hilton. Due to government warnings and London theatre closures, I want to cancel my non-refundable reservation without losing money. The Hilton is accepting cancellations due to travel advisories, so I would like guidance on canceling my booking and getting a refund. I've been on hold with Hotels.com for 30 minutes without speaking to a representative. Please contact me to address this matter.

Due to the Coronavirus Pandemic, I have been advised to cancel my booking at the Pagoda Spa Resort (Como) for March 22nd-24th. Given the circumstances, I expect a refund for my trip. I have been trying to reach hotels.com for the past three days to cancel and discuss this matter, but have faced difficulties with long wait times on the phone resulting in disconnections. I understand the challenges you are facing, and I kindly request your assistance during this uncertain time. My booking cost $[redacted].66, and I request the refund to be processed back to the same bank account used for payment. If a full refund is not possible, I would appreciate at least $[redacted] returned. I urge you to help me in any way you can and value your time during this challenging period. I also look forward to future bookings with your company. (confirmation number - [redacted])

Good afternoon, I am reaching out via email as all attempts to contact you by phone and through your portal have been unsuccessful. I am compelled to alter my travel plans due to the impact of the Coronavirus and need to reschedule a hotel reservation made through your platform. I am hopeful that I can modify this booking based on the information I have received from the hotel chain and the current situation in the UK. I travel frequently and rely on Hotels.Com for accommodations when clients do not make bookings for me. I am a Silver Member striving to achieve Gold status this year, although this goal may be impacted by travel restrictions. Kindly acknowledge the receipt of this email and inform me if it is possible to reschedule my booking without incurring any financial losses. Thank you.

I have been trying to contact Hotels.com for the past four days regarding my prepaid non-refundable reservation at Loews Ventana Canyon Resort from 3/21 to 3/25. Unfortunately, I have recently been diagnosed with Uterine Cancer and need surgery on 3/31, which forces me to cancel my trip. Ventana Canyon Resort has canceled the booking but advised me to seek a refund through Hotels.com. My oncologist has provided a letter explaining the situation, and I hope you can consider refunding the full amount due to these circumstances. This booking is my 25th with Hotels.com, and I value our relationship. Please contact me via email or at [redacted] at your earliest convenience. My reservation number is [redacted] under the name Nancy G. Thank you.

Upon arriving in Denver on February 2nd at 12:10am, my family and I faced a situation at Motel 6 Denver Central - Federal Boulevard. Concerned about available rooms due to a long 16-hour journey, my family suggested I use the app to secure a room. Despite making a booking through the app, upon reaching the front desk, they couldn't locate our reservation. They offered us a room and assured they would cancel the booking once it appeared in their system. However, my Father recently discovered that both hotels.com and Motel 6 charged his credit card for the room. When my sister contacted them, they advised waiting to see if the charge would be reversed. If not, they suggested reaching out to customer service. Despite feeling it should be their responsibility to resolve the issue, we hope to see a resolution soon. Thank you for your assistance, and I look forward to resolving this matter.

Today is the scheduled check-in date for my booking at RedDoors Plus near Mango Avenue on Juana Osmeña Street, Cebu. Despite this, our issue with rebooking for a different date remains unresolved. We would like to reschedule for January 11, [redacted], due to the ongoing COVID-19 situation in the Philippines. Being from Davao, we are unable to travel to Cebu as planned. We have not received assistance in rebooking despite our efforts. Please, address this matter promptly. My confirmation number with RedDoors is [redacted][redacted], and my name is Chrisila Engracia. We appreciate your help in facilitating the rebooking process.

Reservation #[redacted][redacted] I recently made two room reservations at the Grande Cascades hotel to celebrate my daughter's 40th birthday. However, due to a mandatory 14-day quarantine after returning from Portugal, I am unable to keep the reservation. Despite my efforts to cancel through the hotel, I was directed to contact you. Unfortunately, I have faced challenges reaching out online and over the phone due to long wait times and disconnections. Even my email only redirected me back to online services. Given the circumstances and the fact that the hotel has canceled most amenities, including spa treatments and pool use, I kindly ask for the 50% cancellation fee to be waived. This situation has caused inconvenience, especially since two of my daughters are pregnant and must stay home. With limited options on the property and the mandatory curfew in New Jersey, we would not be able to make use of the stay as planned. As a frequent user of Hotels.com, I hope for your understanding and assistance in this matter. Thank you. - D.

I have contacted Hotels.com to cancel a hotel reservation at the MB Casablanca hotel in Miami, Florida, for April 4-11. Due to the current outbreak and travel restrictions caused by the coronavirus, our trip from NYC to Miami is no longer possible. Unfortunately, the reservation is non-refundable, but given the extraordinary circumstances with the pandemic, it is only fair to request a refund. I have always had a positive experience with Hotels.com and hope for a resolution to this situation. Thank you for your assistance.

Subject: Cancellation and Refund Request for THUNDERBIRD RESORT-Poro Point Booking Dear Sir/Madam, I am writing to inform you of our confirmed reservation at THUNDERBIRD RESORT-Poro Point from March 31 to April 2, [redacted]. Regrettably, due to the force majeure community quarantine and lockdown imposed by the Philippine government in Metro Manila and the entire island of Luzon from March 15 to April 14, [redacted], we are unable to proceed with our travel plans. Additionally, three guests, including Resty Trinidad and family, are unable to make it due to flight cancellations from the USA. Considering these circumstances, we kindly request the cancellation and full refund of the payment made via VISA ending in [redacted] by EDWINA CORTEZ totaling PESOS 53,[redacted].00. Regrettably, rescheduling within this year is not feasible as other guests are set to return to the USA on April 17, [redacted]. Despite our attempts to reach out by various means, it has been challenging to connect with your customer support due to high demand. We appreciate your understanding and prompt assistance in processing the refund. For further correspondence, you can reach us at: [redacted] Monte Vista Ave., Chino, California [redacted], USA Contact details: - EDWINA CORTEZ – [redacted] - LIBRADO CORTEZ – [redacted] - USA telephone [redacted] Thank you for your attention and cooperation. Warm regards, EDWINA CORTEZ and/or LIBRADO CORTEZ

Subject: Regarding Cancellation of Hotel Reservation Dear Customer Care, I recently received an email from hotels.com regarding the cancellation process for two hotel reservations in London and Edinburgh in early April. I successfully canceled the Edinburgh reservation and received a gift card as compensation. Unfortunately, I was unaware that the Holiday Inn Express in Southwick, London had a non-refundable reservation policy. The cancellation was processed before I realized I wouldn't receive a voucher or gift card in return. Due to travel restrictions, my flight with British Air to the UK has been canceled. I kindly request your assistance in issuing a future voucher or gift card for the London hotel. Once travel is safe again post-pandemic, we plan to visit London and redeem the voucher. Your understanding and support in resolving this matter are greatly appreciated. I value being a satisfied customer of hotels.com and look forward to your assistance. Best regards, JB

Good afternoon, I am seeking assistance regarding my upcoming travel plans. Although my travel dates are not within the next seven days, I have urgent concerns as my credit card payment is impending. I have contacted American Express, and they recommended reaching out to Hotels.com before further escalation. The reservations in question are as follows: Hotels.com Booking Confirmation [redacted][redacted] Hotels.com Booking Confirmation [redacted][redacted] Due to travel restrictions between Canada and the US, flight cancellations by the airlines, and the delay of the Alaska cruise season until at least July 1st, our travel plans have been disrupted. I tried contacting one of the hotels directly, and they indicated they would refund but advised going through Hotels.com. I am requesting your assistance in canceling these bookings for a full refund. Thank you for your help. Sincerely, Vivianna and Eduardo Reluzco

Dear Hotels.com, Reservation # [redacted][redacted] I am writing not to make a claim, as I consider that lost, but to express my confusion regarding an organization that deals with countless people every day, yet rigidly sticks to regulations. While I acknowledge these rules are valid, every regulation usually allows for flexibility and understanding, especially in human circumstances rather than just commercial interests. Due to my wife's health reasons, we had to travel to Miami. We made arrangements to arrive on the 17th by booking a hotel for the 16th and 17th of March to travel comfortably, being elderly. Unfortunately, the place she was supposed to receive treatment decided to close citing the coronavirus as a force majeure. I immediately contacted the hotel, but they directed me to Hotels.com (providing phone numbers 1-[redacted]-[redacted] and 1-[redacted]), however, my calls were unsuccessful. They showed no willingness to assist us. Despite persisting until late at night, it wasn't until the next day when a family member managed to contact them, yielding no positive outcome. A 48-hour policy was mentioned, as if those extra hours mattered more than compassion in this case. I am saddened. I cannot fathom no matter how explained it is. While I understand the need to adhere to regulations, there should be a humane factor that can bend the rules in exceptional cases. Unfortunately, your company does not seem to nurture this. Our situation was not out of stubbornness, but due to circumstances beyond our control. Rest assured, I will not trouble you again, but the bitterness of this experience lingers, not just due to the financial impact, important though it may be, but because we could not find compassion beyond business dealings. Warm regards, Dr. Raúl Tarela

Hello, We are from Cyprus and have made two reservations at ibis Wien Messe hotel for the period of 8/4 to 12/4 through your website. Regrettably, we need to cancel our reservation due to the travel restrictions imposed by European countries in response to the coronavirus outbreak. The hotel informed us that we should contact hotels.com as the booking was made through your platform. Please let us know if it's possible to receive a full refund due to these unforeseen circumstances related to the COVID-19 pandemic. If a refund is not feasible, we would like to reschedule our stay for the last week of June. Reservation Details: [redacted][redacted] Constantinos Tsolakis €[redacted].18 ([redacted]) [redacted][redacted] Nikoleta Philippidou €[redacted].20 ([redacted]) I am looking forward to your prompt assistance. Thank you, Savvas Philippides

I would like to share the details of the reservation I made for my wife and her sister to travel from San Jose, Costa Rica to Lima, Peru for a four-day vacation. Due to concerns over the Coronavirus pandemic and the potential travel restrictions in place, I am seeking assistance with canceling the non-refundable reservation I booked through Hotels.com. Despite my efforts to contact your customer service team through phone calls and online channels, I have been unable to reach a resolution. I am reaching out for help in possibly obtaining a refund or partial refund for the reservation. I have been a loyal member of Hotels.com for a significant amount of time, and I believe that in these challenging times, your organization would empathize with the predicament I am facing. I am hopeful for a favorable response and appreciate your attention to this matter. Sincerely, John W. [redacted]

Hello, I visited the Atlantis hotel today and discovered that many activities are closed due to the Coronavirus. Instead of checking in, we decided to cancel our reservation for today, and the hotel agreed. Atlantis informed us that we need to contact Hotels.com to process the cancellation. They have already authorized the cancellation with their reservation team. I used a AED 1,[redacted] coupon when booking. Could you please issue a credit note or a new voucher for the same amount (AED 1,[redacted]) for future use on the website? I tried calling [redacted]5 but was left on hold for an extended period without any assistance, hence reaching out to you now. Thank you for your support and anticipated positive response. Best Regards, Tauseef