Hotels.com Customer Service Issues

I made a reservation through hotels.com for InTown Suites in Hattiesburg, Mississippi from March 2nd to the 9th. Despite arriving before the 7 p.m. check-in deadline on March 2nd, InTown Suites claimed my reservation was cancelled. After contacting hotels.com customer service, I was redirected to Residence Inn due to inability to reach InTown Suites. However, upon arrival at Residence Inn, they had no record of my reservation from hotels.com, even after confirming it with customer service. I had trouble checking in due to not having my physical ID, only copies and screenshots, despite having documentation to prove my identity. This situation caused me to miss two days of work and incur additional expenses for a weekly rental. To make matters worse, they are refusing to refund my $[redacted]. I am in urgent need of a resolution for this issue.

I would like to bring to your attention the situation I encountered during my stay at the highly-rated hotel. In my role as a homeless advocate, I am grateful for the efforts made by Dover, NH County for the homeless population. However, I have concerns about being potentially exposed to Covid-19. Despite being close to being fully vaccinated, it seems there was a program for the homeless in the same wing as our suite at The Gatrisom Hotel and Suites. I believe room [redacted], where my husband and I stayed, should not have been rented out considering its proximity to the shelter doors. I kindly request a prompt resolution to this matter and a refund of my expenses for the stay from 03/09/[redacted] to 03/11/[redacted]. Please contact me at your earliest convenience. Thank you for your attention to this issue. Best regards, Linda V.

I made a booking on hotels.com last night, but just noticed that the dates are incorrect. I intended to book for this Friday 3/19 - Tuesday 3/23/21, but it is actually booked for Friday 4/9 - Tuesday 4/13. I have tried to rectify this online and through virtual chat, but have been unsuccessful. When I called the [redacted] number provided, the automated system does not recognize that our travel dates are approaching within 72 hours. I need to speak with a live person to resolve this issue. The reservation is under the email address [redacted] with confirmation number [redacted][redacted]. Thank you for your assistance.

I stayed at the Holiday Inn Express Hotel and Suites in Mebane, NC on March 16, [redacted] (Confirmation no: [redacted][redacted]). Upon check-in, there was no hot water in the room, which the Night Desk confirmed was a known issue. Despite being unable to resolve the problem by changing rooms, the hotel offered no solution at checkout the next morning. The front desk claimed no manager was available and stated they couldn't provide any assistance due to me booking through Hotels.com instead of directly with the hotel. I believe a refund is appropriate given the basic expectation of having hot water in a hotel. Attempting to resolve the issue through the Hotels.com app's "Virtual Agent" has been unsuccessful, as there has been no response. The only phone number provided is a New Zealand number, which is unhelpful. I would appreciate any assistance in this matter. Thank you.

Hello, I am experiencing difficulties with the hotel booking process. Both the hotel staff and the booking site are denying responsibility for issuing a refund. The hotel does not match the cleanliness portrayed in the photos, and there seems to be drug activity in the surrounding area despite their claims of on-site security. I am looking to find a new hotel that is clean, affordable, and allows for refunds and cancellations. I have encountered obstacles with changing my reservation or obtaining a refund as the agents are not cooperative. The hotel staff denies receiving any calls despite my attempts to resolve the issue. I hope to discuss this matter further via a conference call to clarify any miscommunications. Thank you.

I contacted the hotel to cancel my reservation at 7 AM and was assured by a lady I wouldn't be charged since I called before 10 AM. However, I checked my statement the next day and found a $63 charge for the cancellation. When I called back, a manager named Julie was extremely rude to me, told me off, and hung up, advising me to deal with Hotels.com. I want my refund and would like to file a complaint against the hotel. This experience has made me hesitant to use this website in the future. Expedia has been more professional in my prior experiences.

I phoned the hotel at 7 AM to cancel my reservation, as we changed plans and stayed elsewhere. Even though I checked in online before 10 AM, they charged me $63. When I called, the manager, Julie, was rude, telling me to deal with Hotels.com. She was disrespectful and laughed, refusing to help me and finally hung up twice. I want my refund as promised since I canceled within a reasonable time frame. If this is the service affiliated with Hotels.com, I don't want to do business with them.

I am in need of assistance for an ongoing issue I've experienced for more than a month. Despite contacting customer service six times, the representatives have been unable to resolve the matter. Although polite, they simply repeat the same information during each call. After multiple attempts, they promised that a supervisor would reach out within 3 hours, which has yet to happen, despite being assured three times. The predicament involves a booking I made on Hotels.com for a trip to Orlando, Florida from Feb 21-26. I intended to use two free nights for the reservation, with my friend covering the hotel cost using his credit card. However, due to being logged out of my profile on the site during the booking, the full non-refundable amount of $[redacted].15 was mistakenly charged to his card instead of the expected discounted price of around $[redacted]. Despite a courteous customer service agent processing a refund, including the $90 cancellation fee on Feb 17th, the credit has not been reflected on my friend’s ATM card, even after more than 4 weeks. Hotels.com confirmed the refund transaction but his bank has no record of it, causing much frustration and time spent on follow-up calls with the bank.

I am reaching out regarding my stay at the Red Roof Inn ([redacted] E. Route 66, Williams, AZ [redacted]) with confirmation number [redacted][redacted]. Upon check-in, we encountered dirty bedsheets, pillow covers, blankets, and towels in the first room. After requesting a room change, the staff was unhelpful, and the second room had the same cleanliness issues. We endured the uncomfortable night but left before the next reserved day. The front desk informed us that as the booking was made through Hotels.com, the refund process would be handled by the website. I have been attempting to contact them for days without success. I would appreciate assistance with the refund process and hope to speak with someone soon. Thank you, Aditi S. +1 [redacted]

I made a reservation at the Gosforth Park Hotel in Newcastle last year, but it got cancelled due to Covid. Hotels.com provided a £[redacted] voucher for me to use at the same hotel. I received an email on 15th March confirming the voucher's extension until 31st December [redacted]. I tried to rebook two rooms for one night on 27th September using the voucher, but the system wouldn't accept it. I have attempted to contact Hotels.com through multiple phone numbers, email, and live chat with no luck. The customer service experience has been extremely disappointing. I am seeking a resolution to this matter, confirmation of my booking, and assurance that there will be no additional payment required as soon as possible.

Upon arriving at the hotel, we requested early check-in after calling in advance. The front desk informed us that despite having two available rooms, they were not ready; however, they lacked towels. Once we settled into the room, we encountered discrepancies between the actual room and the advertised images. The sliding door was difficult to operate, and the gate to access outdoor amenities was unexpectedly locked. After being directed to swim at another location, which turned out to have a police presence, we opted to return to the hotel. Dissatisfied with the experience, I sought a refund through Hotels.com, enduring a lengthy wait in a virtual chat with no response and over an hour on hold. Subsequently, we switched rooms, and I am now seeking a refund due to false advertising.

I made a reservation for March 26th instead of March 27th. I contacted the hotel to correct the mistake, and they advised me to contact hotels.com for assistance. The hotel assured me that I would not be charged if I didn't check in and that I could make a new reservation for the correct date. However, when I called hotels.com, they mentioned that they couldn't help and I needed to speak to the hotel. This situation is frustrating because I now have nowhere to stay in Albuquerque. My card has been charged for the incorrect date, leaving me unable to book a room and stranded at the airport.

Hello. I'm Heather B. and I want to share my recent experience. I am a single mom with a tight budget. I planned a trip to Georgia with my kids to visit the aquarium in Atlanta. Unfortunately, we faced multiple delays on the road, adding 4 extra hours to our journey. Exhausted, we decided to rest in Cleveland, Tennessee instead of pushing through to Atlanta. In my tired state, I mistakenly booked a hotel in Cleveland, Ohio instead of Tennessee. Despite my immediate attempts to cancel the reservation, I was unable to do so due to automated messages. I even spoke with the hotel clerk but ended up sleeping in the car. Surprisingly, I was charged $[redacted].00 for a stay I didn't use. I've contacted customer service numerous times, waiting for hours without success. Losing that money would be a huge setback for me. I hope to find a resolution soon.

I have previously contacted customer service regarding billing and refund issues. Despite arriving at the hotel at 5 a.m. on the 26th as planned, I was not allowed to stay for a second night and was denied accommodation. I never canceled or modified my reservation. I would appreciate a full refund of $[redacted] since I did arrive at the hotel. Due to this unexpected situation, I had to seek alternative accommodation for the following two nights, incurring additional costs. My special needs son, who has autism, was greatly distressed by this experience, causing him emotional and mental anguish. I urge for a resolution to this matter as soon as possible.

On February 14, [redacted], I made an online reservation for a two-night stay at Comfort Inn and Suites in Orange, Montpelier, Virginia to attend my father's funeral on February 20, [redacted]. Unfortunately, a snowstorm hit the East Coast on February 19, causing the funeral to be postponed to February 27, [redacted]. I contacted the hotel on February 18, requesting to delay my reservation, but they declined. I reached out to Choice Hotels corporate office, where they offered a lower rate for the new date and promised to contact the hotel for my reimbursement of $[redacted].06. However, I have been unable to resolve this issue with the hotel directly and have been informed that I need to contact hotels.com for a refund. As I have been charged twice for the room, I kindly request a refund for the original charge. Thank you.

Our card was charged $[redacted]. Upon arrival at the hotel, we were told the room wasn't paid for. We managed to pay for one night in the same room as we had originally booked through Hotels.com. I called to resolve the issue but had to wait over an hour and accidentally hung up. After speaking with the front desk, they assured me everything was settled. To my surprise, I was informed the next day that payment was still required. Despite contacting Hotels.com and confirming they had my money, the hotel did not receive it. Hotels.com eventually refunded me, but it took 3 days, leaving me with no funds. The hotel then asked us to leave before the matter was fully resolved, causing a very embarrassing situation. I'm still puzzled as to why the money was not released to the hotel promptly. Can you please assist me with this situation?

I recently stayed at Pontevedra Hotel Boutique and had a disappointing experience. My room was constantly inundated with noise from the lobby and restaurant - patrons talking loudly, clanging dishes, music, and even noises from the stairs, making it unbearable. What made it worse was the bathroom window looking into the restaurant. Despite reporting the issue, the front desk mentioned they were full but suggested I could upgrade to a quieter room for a fee. The excessive noise persisted until late at night and started early in the morning. I believe a refund is warranted and suggest the hotel provide a warning about the noise levels and the restaurant view for future guests. Thank you.

I have been trying for two days to resolve this issue. I waited all day yesterday to speak with a customer service representative, but received a call from Arizona almost at 11 p.m. which I missed. I am frustrated because I cannot speak with a real person to fix this reservation error. I made a reservation on April 6th, but the dates are incorrect, and they already charged $[redacted].94 to my debit card for a non-refundable room. I can't afford to lose this money. I usually select to pay at the hotel because my husband travels with a band frequently. Now we are out of this money and can't attend the event we booked the room for. The wait time is 1 hour and 30 minutes, which is unacceptable. Can someone help me with this issue, or should I stop the payment with my bank? I refuse to pay for a room I never stayed in. This experience has been disappointing, and I won't use Hotels.com again after this incident.

I recently used Hotel.com and booking.com to book accommodations, but unfortunately, the places turned out to be more like hostel rentals. During my stay, there was constant construction noise, and I found pests in all the cabinets. The actual mansion I booked was unavailable, and they took me to a different location in Hollywood Labrea, which was noisy and chaotic. They only accepted cash payments and refused to honor my reservation with a credit card. Additionally, a resident tried to use my debit/credit card to break into an office door. The overall experience at this place in Venice was unsettling. It seemed like the person causing trouble might have been the owner's son struggling with substance abuse issues.

I made a 4-night reservation at Motel 6 in Lake Tahoe, NV. I provided my credit card details, and then I was prompted to create a password for hotels.com. I assumed it was for my ID linked to my Criptext.com email. After entering the password and attempting to pay, I was redirected to Gmail, which I only use for less important emails. I prefer not to use Gmail for important information. I want to confirm if my information was successfully processed, as I prefer not to use Gmail for such matters. Please contact me promptly. If I don't hear back, I may need to explore other options. My name is Michael D. You can also reach me at [redacted]. Thank you.