Hotels.com Customer Service Issues

I made a hotel reservation last Sunday night for myself and my 5-month-old daughter after a long 9.5-hour drive. The website advertised a very clean and nice hotel, but upon arrival at 3 am, I was greeted by a strong smell of marijuana in the lobby. Despite this, I proceeded to check-in. As I drove around the hotel, I noticed a man vomiting, two other men loitering, and another man on a bike who followed me to my room and sat outside. Feeling uneasy and unsafe, especially as a woman with a young child, I returned to the lobby to express my concerns. The staff member was unhelpful, stating he couldn't do anything about the situation. I decided to leave and spent the night at a truck stop in my car with my daughter. While I was refunded $30 for the night, I was informed that I needed to contact customer service for further assistance. I reached out on Tuesday, but now I am being told that no refund can be located. I am currently on my way home and hoping to book another hotel. Is there any way to simply switch my reservation?

Hello, I recently cancelled a booking at Barrio Alto Bronze of Art in Lisbon on March 3rd, (Booking reference: [redacted][redacted]), which was supposed to be refundable if cancelled by March 9th. However, despite following the proper procedure, I have yet to receive my refund. After contacting hotels.com through their chat forum and going through a lengthy process to clarify the issue, I was informed that the refund was scheduled for March 20th. Disappointingly, the refund was not processed as promised. When I reached out to the hotel for an explanation, they claimed the booking was non-refundable. I am now seeking assistance to resolve this matter and kindly request your help in contacting the hotel to expedite the refund process. Thank you for your assistance. Maree Y.

Hello, I need help canceling my three non-refundable bookings made through Hotels.com due to travel restrictions related to COVID-19. Here are the details: 1. Hotel MyStays Nishi-Shinjuku - 1-twin bed room for April 5 (check-in) to April 6 (check-out) - Confirmation number: [redacted][redacted] 2. Hotel MyStays Nishi-Shinjuku - 2-twin beds room for April 5 (check-in) to April 6 (check-out) - Confirmation number: [redacted][redacted] 3. TSUMAGOI RESORT SAI NO SATO - 5-beds room for April 11 (check-in) to April 13 (check-out) - Confirmation number: [redacted][redacted] The hotels have agreed to a free cancellation and full refund, but I have been unable to reach Hotels.com. I would appreciate your assistance in processing the cancellations and obtaining full refunds without any administrative charges. Thank you for your attention to this matter. Best regards, William

I am seeking a refund of $[redacted].18 for booking # [redacted][redacted] under [redacted] I have attempted to reach out to hotels.com but their customer service has been impacted by the covid-19 restrictions, making it almost impossible to get a response. The last communication I received was from a representative who informed me that they had processed and completed the refund two days ago. However, as I used a PayPal Cash card, PayPal usually credits refunds the same day they are processed, but I have not seen any sign of the refund showing up on my PayPal account. Their customer service is currently not available to address my concerns. The email I provided here is the same one used for communication. I urgently need to know the current status of my refund and if it is being processed correctly. If necessary, I would appreciate it if the refund could be converted into a voucher for future use. I find myself in a critical situation and need assistance.

I accidentally booked my reservation for the wrong month. Despite facing difficulties in contacting your customer service, I managed to have the hotel cancel the reservation and make a new one. I now need a refund on my credit card for the cancellation. The cancellation number is [redacted]40. Unfortunately, reaching out to hotels.com has been challenging for me, and I have not been able to get assistance online or over the phone. I would greatly appreciate your help in resolving this matter. Thank you.

Due to COVID-19, we need to make changes to our reservation at a hotel in Iceland. We've attempted to reach out to the hotel directly but were advised to contact hotels.com for assistance. Despite trying to modify the reservation online, we were unsuccessful in adjusting the dates on the website. We've successfully altered our flight and London hotel reservation but require assistance specifically with the Keflavik hotel booking.

I need assistance with a booking issue at the Comfort Inn in Hamilton, Ontario, Canada. We made a two-week reservation online today, March 30/20, paying with a debit card. Shortly after, the hotel called to cancel the booking since they do not accept reservations for longer than 3 nights. We understand the current situation and are aware of the high call volume for cancellations. We did not cancel and are surprised the system allowed us to pay for the extended stay without updated information from the hotel. We are seeking help to have the approximately $1,[redacted].00 refunded to our account. The payment was made by our daughter, who is now unable to rebook elsewhere until the refund is processed. Thank you for your assistance, considering the current busyness in managing hotel cancellations. We appreciate any guidance or support you can provide.

Last week, I made a hotel reservation through hotels.com, but upon arrival, the hotel owner refused to honor the booking. I contacted hotels.com, and after speaking with a chat agent, I was assured that my refund was approved, processed, and completed. However, several days have gone by, and I have yet to see the refund reflected on my PayPal cash card, which typically credits instantly. Despite my efforts to reach out to hotels.com for clarification, I have been unable to get a definitive answer. My booking email is [redacted], and the confirmation number is [redacted][redacted]. The refund amount is $[redacted].18.

I had a reservation for March 28th to 29th under the name Ladonna Phillips with reservation number [redacted][redacted]. I had paid in full and was expecting to stay at the Holiday Inn West Tanasbourne Hillsboro in Oregon. Upon reviewing the reservation, I realized there was an error as I had booked for March 27th to 28th instead. I tried contacting Hotels.com multiple times via phone, email, and text with no response. I was supposed to pay $89.00 for the room including breakfast but ended up paying more. I urgently needed assistance to correct the dates to March 28th to 29th. Despite the current situation, I believe Hotels.com should refund me and provide a complimentary night as I couldn't afford to pay for the room twice. I called numerous times but received no resolution. I am disappointed as I was eagerly anticipating my stay at the hotel.

Since 10:00 p.m. last night, I have been trying to contact customer service through the virtual agent, chatting, and phone lines. Unfortunately, the main phone line seems to be down. After receiving a call back and being transferred due to being a gold member, the call abruptly ended due to technical issues. As a result, Hotels.com overbooked my reservation, leaving me stranded in the parking lot of the overbooked hotel last night. I am urgently seeking a full refund and continue to reach out to hotels for assistance. This experience has been extremely disappointing and unprofessional. COVID-19 does not affect phone communications, so the lack of response is unacceptable. I have attached some screenshots for your reference. A prompt email response to address and resolve this matter would be greatly appreciated. Jonathan G.

My husband made a reservation at the Grand Hyatt in Denver, CO for March 13th. Unfortunately, our plans changed due to a cancelled event on March 12th. We reached out to hotels.com to cancel the reservation, but we are still being charged. Despite multiple attempts to contact customer service with long wait times and being directed to the hotel, we have not received a resolution. The confirmation number for the booking is [redacted][redacted] under Sam Jalali.

For the past few weeks, I have been attempting to cancel a reservation through the hotels.com chat feature. Initially, I was directed to contact the hotel due to a nonrefundable booking. After successfully communicating with the hotel and receiving confirmation of the cancellation and refund processed back to hotels.com, I have yet to receive my refund from them. Today, I engaged in another chat with hotels.com to address this ongoing issue. Unfortunately, I was disconnected by two agents and spent over 2 hours on the chat service, which has been quite exasperating. Despite my efforts to reach out through calls, chats, and now emails, the situation remains unresolved. Your assistance in resolving this matter would be greatly appreciated.

I stayed at Basecamp Tahoe City from 10 p.m. on Friday, March 13th, with booking [redacted]. Unfortunately, due to COVID-19, all the resorts in the area suddenly closed on March 14th, and we had to head home that day. We are now self-quarantined due to the "shelter in place" order. We left the hotel around 5 p.m. on March 14th, only getting to enjoy one night out of our 3-night booking. The hotel processed cancellations for all affected guests, but since we prepaid through Hotels.com, they advised me to contact you for a refund. You can verify this with them using the notes they took when I checked out early. I am disappointed by the situation but appreciate your hard work during these challenging times. I hope to return to Basecamp Tahoe City next year when things are safer.

I am having trouble reaching a live person! I have been attempting to cancel my hotel reservation with Confirmation #[redacted][redacted] before the deadline, but all my calls go unanswered, with either voicemail messages to call back or long hold times resulting in dropped calls. This issue has persisted since the beginning of my cancellation process and remains unresolved till now, causing significant frustration. Even the chat support has not been helpful. I initiated the cancellation before the 6 pm deadline on March 16, [redacted], but due to unavailability of staff on that day, I could only cancel on March 17th, after which my credit card was charged erroneously.

On March 10th, I made a reservation in Glenwood Springs at a hotel that was advertised as pet friendly. The owner contacted me the following day to inquire about bringing a pet. After confirming, the owner mentioned that this would result in an additional $[redacted] per night charge along with a $30 pet fee, significantly increasing the total cost from $[redacted] to $[redacted]. Despite the owner's assurance of providing a refund through Hotels.com, the platform is now claiming that I am not eligible for a refund, despite the owner's promise. Due to the current circumstances with the virus, contacting Hotels.com has been challenging.

I made a reservation at Days Inn for $62, but after booking, the price increased to $70.89, which was charged to my card. Subsequently, I received an email stating that I needed to bring in a $[redacted] deposit upon check-in because my card was declined for $[redacted]. I couldn't provide the deposit, resulting in the cancellation of my booking, and retaining my money. The requirement for a mystery deposit is unfair, and I am unhappy about losing $70 due to this situation. I demand a refund of $70 immediately.

I am disappointed with the service experience provided regarding my booking to Cyprus under Ref [redacted][redacted]. I simply wanted to reschedule it for the same time in [redacted]. Despite the hotel being accommodating, I encountered difficulties trying to make the change through your system. After multiple unsuccessful attempts dealing with your virtual agent, I reluctantly had to cancel, which was not my preferred choice. The holiday was booked using Tesco vouchers valued at £[redacted]. Since the system didn't allow me to modify my booking, I kindly request either a confirmed reservation for Friday, June 4th, [redacted], to Saturday, June 14th, [redacted], or a voucher equivalent to the value of my Tesco vouchers. I understand the current challenges but believe that high-quality customer service should remain a top priority. Sincerely, R. Munns.

I booked a package to Dubai through hotels.com, including hotel, airfare, and transfers. Although hotels.com acknowledged the refund for the hotel and transfers, they only offered a travel voucher for the airfare. Emirates canceled the flight (booking number BDGWPS), not me, so I believe I'm entitled to a refund per Emirates' conditions of carriage 10.2. Hotels.com itinerary number is [redacted][redacted]. Any assistance would be appreciated.

I prepaid for my hotel stay which was fully refundable. Upon canceling, I realized the credit card I used for payment is no longer valid. How will I receive my refund now? The new credit card on my account is available or can a check be sent to me instead? I have a pending refund for my canceled full reservation at Sea Palms Resort in Ocho Rios, Jamaica from the 15th to the 19th of April under the name William J. Barta. I need clarification on how the refund of over $[redacted] will be processed as the original payment card is closed. Your prompt response would be greatly appreciated.

Our confirmation number is [redacted]. Artique Surfers Paradise in Queensland, Australia. Due to the closure of Australian borders and the cancellation of our Jetstar flights, we are unable to proceed with our holiday. Jetstar has refunded our fare, and we are now seeking a refund from Hotels.com. After contacting Hotels.com, they informed us that they were unable to reach the hotel for a refund. I personally called the hotel this morning, and they confirmed they are willing to cancel our booking. Since our payment was made through Hotels.com, we kindly request that your company processes the refund as you are currently holding our funds. Being pensioners, we were eagerly anticipating this trip and cannot afford to lose our money. Given the current global crisis, we hope for your understanding and assistance in resolving this matter promptly. Thank you for your consideration. Warm regards, Ron and Jane Platts.