Hotels.com Customer Service Issues

I was recently bitten by bed bugs and discovered them in my hotel room. After checking out early and driving 11 hours home, I spent considerable effort cleaning and sanitizing my belongings to prevent the spread of these pests. Unfortunately, I had to dispose of some items like bras, shoes, and pajamas. I believe I deserve reimbursement for the distress caused. I have evidence in the form of photos of the bed bugs and the bites. The hotel staff at Travelodge were not helpful, insisting that I address the issue with Hotels.com. As a result, I have reported the incident to the Ohio Fire Marshal for investigation. I am seeking a refund for both nights I stayed at the hotel due to this unfortunate experience.

During our stay at Coral Reef in St. Pete Beach from April 17-22, we were disappointed by the discrepancy between the unit's description and its actual condition. The bar was closed, the room was outdated, and the supposed "patio" was just a walkway. To make matters worse, the bathroom had mold in multiple areas. We decided to switch to another hotel nearby and checked out early on Sunday afternoon instead of staying until Thursday as originally planned. When I informed the desk clerk about our early departure, she focused on missing pool wrist bands and directed me to contact Hotels.com with any complaints. There was no concern shown about the mold or any offer of assistance. This experience has made me hesitant to stay at this property again and reconsider using Hotels.com in the future. I thought about reaching out to Hotels.com for a refund, but I didn't want to spend my vacation on hold. I hope that some reimbursement can be arranged for the inconvenience we faced during our stay.

Upon my arrival at Ramada by Wyndham Houston Intercontinental Airport South, I encountered issues with checking in. After inquiring about a refund, I was advised by the staff to contact Hotel.com. Despite my attempts to reach them, I was directed back to the hotel as Hotel.com stated they were unable to process refunds. The back-and-forth communication between both parties has been ongoing since Friday, and even after speaking with a manager, the situation remains unresolved. It has been frustrating trying to navigate between the hotel and Hotel.com, each indicating the other is responsible for the refund. I am currently back on hold with Hotel.com, hoping for a resolution after the long wait times and conflicting instructions received.

I had a difficult experience with Hotels.com. They didn't send my reservation to the hotel, causing me to spend hours finding a room with only one left. The agent I spoke with at 4 a.m. provided a wrong card number for payment, leaving me unable to check in. Now, I might have to pay for the hotel again even though I already paid through Hotels.com. The call got transferred and disconnected abruptly. I demand resolution and compensation for the inconvenience. I insist on an extra night due to the troubles I faced, as I am currently waiting in the lobby. I hope for a swift and satisfactory resolution before the last room is taken.

I made reservations at the Hilton Garden Inn Portland (Maine) Downtown Waterfront for two rooms for May 14-16, [redacted] through Hotels.com. One room was under my name, and the other under my friend, David Aubrey. I cancelled my room, but I can't locate the second room reservation on Hotels.com. The Hilton Garden Inn confirms the second reservation is active but cannot cancel it as it was booked through Hotels.com. The confirmation number is [redacted] [redacted], and both rooms were charged to my Visa ending in [redacted]. Could you please cancel the second room booked under "Aubrey" for May 14-16? Let me know if you need more details. Thank you! - Brian Wolahan

On Thursday evening, I made a reservation at the Marriott in Houston for a medical procedure. After realizing I had booked the wrong Marriott, I cancelled the original reservation and corrected it. However, I did not receive an email confirming the cancellation. Upon calling the hotel, they advised me to contact hotels.com. Despite waiting over an hour on hold without speaking to a representative, I managed to cancel online, this time receiving an email confirmation. I stayed at the Marriott Medical Center Houston instead of the Marquis Marriott Houston as intended but was still charged for the original booking. Despite waiting over an hour on hold again without reaching a real person, I am seeking a refund as this situation has been very frustrating for me.

To whom it may concern, I have been a loyal customer of hotels.com for years, drawn to the "secret pricing" and Hotel stamp rewards. However, my recent experience at a hotel in Key West on 5/1/21 was highly disappointing. Despite booking a non-smoking room for my family, the 3rd-floor hallway reeked of cigarette and marijuana smoke. The room itself was outdated, lacking kitchen utensils, and showing signs of poor cleaning like a urine stain and hair on the bed. When we requested new sheets and utensils, we were asked to collect them ourselves. Feeling unsafe due to a shirtless man loitering near the elevator, we disinfected the room with alcohol and Lysol. We chose to check out early the next morning. Considering the lax cleaning standards amidst Covid-19, I am left dissatisfied and concerned for our safety. I have frequented Florida using Air BnB for their cleanliness protocols, assuming hotels booked through "Hotels.com" would adhere to similar standards. I kindly request a refund and a resolution for this unsatisfactory stay, as I hope to continue using Hotels.com despite this experience. Thank you for your attention. If possible, please contact me at [redacted] or [redacted]. Sincerely, C. Contreras

I encounter two error messages whenever I attempt to reserve a room, which are frustrating. The first message states: "SORRY, WERE HAVING SOME TROUBLE AT THE MOMENT PLEASE TRY AGAIN. THERE ARE SOME PROBLEMS WITH THE FORM THAT NEED TO BE CORRECTED. PLEASE CHECK THE HIGHLIGHTED FIELDS." I meticulously review the form, yet there are no highlighted fields or apparent errors to correct. The second error message indicates: "There has been a connection error, and your reservation may not have been successful. Please check your email after 5 minutes for confirmation of your reservation, or check your Hotels.com account. If you do not receive confirmation of your reservation, please contact us to reconfirm." Unfortunately, I don't receive any confirmation on my account despite this message.

Subject: Issue with Booking Using Tesco Clubcard Vouchers Hi, I recently used my Tesco Clubcard vouchers to book a stay at the Portsmouth Village Hotel through Hotels.com. I successfully booked one night for 13/9 for £73 with no issues. However, when I tried to make a second booking for 25/6 for £95, I received an error message stating I couldn't use the code. I've been trying to reach customer service all day with no luck. Can you assist me with booking my second reservation or provide me with a new code to use my remaining funds? My details are as follows: Lisa Watson 4 Bessborough View West Molesey, Surrey, KT81RG Mobile: [redacted]3 Email: [redacted] Please complete the booking and send me an email confirmation, or let me know if there's any action required from my end. I look forward to your prompt assistance. Thank you, Lisa Watson

I made reservations through your website for the OYO hotel in Dalton, PA ([redacted]) and received an email from them stating they no longer accept reservations through Hotel.com. After visiting the property, it's clear that the pictures on your website do not accurately represent it. The property, known as 81 Motel, is not as depicted - it is rundown and dirty. I suggest removing this location from your site or adding a disclaimer to alert customers of the discrepancies. Thank you.

I attempted to pay for a booking in Scarborough, UK yesterday with booking number [redacted][redacted], but my card's security number was not accepted, resulting in 6 or 7 error messages. Consequently, I booked another hotel with booking number [redacted][redacted] without any issues. However, I realized that both bookings were charged to my account. I struggled for over 2 hours to resolve the double booking problem, first with the virtual agent unsuccessfully, then spending [redacted] minutes on two calls that were left unanswered. I eventually cancelled booking [redacted] online and was assured of a full refund due to it being within the acceptable cancellation period. It seems unreasonable to pay for two services for the same dates, with one being unused. I suggest implementing an algorithm to prevent such occurrences in the future. I strongly urge you to promptly refund the amount to my account as this experience has been very distressing. Sadly, I cannot recommend your service because of these frustrating issues.

I recently booked a room in Myrtle Beach from May 7 to May 10. Upon arrival at 8:30 p.m., I was disappointed to find the room in a terrible condition. The bathtub had urine, there was a dead roach on the floor, a white substance on the dresser, and what appeared to be dry blood on the mirror. Even though I requested a room change, there were no other rooms available due to Bike Week. I eventually checked out the next morning and tried to speak to a manager, but they were unavailable until the afternoon. I have contacted both the hotel and hotels.com to request a refund of $[redacted].78 as I spent less than 9 hours there. Additionally, the hotel premises had a used tampon, chicken bones in the courtyard, trash in the parking garage, and overall a lack of cleanliness. Despite numerous attempts, I have not been able to get a resolution to this issue. I have left messages for the hotel and attempted to contact hotels.com, but have not received a response. I am seeking assistance to obtain a refund for the unused hotel room. My email is lyamshon[at]yahoo.com and my phone number is [redacted]. My name is Lesley Yamshon.

Yesterday, I made a reservation with the Quality Inn, but upon arrival, they claimed they had not received it from hotels.com. After spending time at the hotel and on the phone with a hotels.com agent, the situation was not resolved. I was charged by the hotel despite the issues. I requested a cancellation from hotels.com, but before receiving confirmation, the call was disconnected. Additionally, I have noticed an extra charge from hotels.com on my credit card statement. This experience has been disappointing, and I am seeking a refund from hotels.com. I hope to speak to a representative promptly to address this matter. I had intended to use hotels.com for my upcoming travels, but unless this is resolved, I will not be using their services in the future.

Last year and this year, I have spent thousands of dollars with Hotels.com using the accounts [redacted] and [redacted] However, there have been recurring booking issues. I had to change accommodations because pet rooms were not arranged for my Siberian Husky, leading me to part with her. There was a lot of property loss due to incorrect bookings and unnecessary transportation expenses to fix issues. As a Gold member, there were password problems and communication errors. I felt loyal but overwhelmed, especially receiving an email from David Litman offering help amidst numerous problems. This resulted in a nervous breakdown due to billing errors and double bookings. I am still a loyal member and hope to resolve these issues without legal action, having spent over $20,[redacted] with Hotels.com. Please look into this matter and contact me at [redacted].

I have been charged on my Bank of America account for a reservation at LaQuinta Summerlin Tech in Las Vegas, NV from Sept 14-18, [redacted]. The reservation was made for Roy J., and I have been trying to resolve this issue for over a week. I initially thought Booking.com made the reservation, but Hotelbeds ended up booking it without my knowledge. The reservation was cancelled, but I was still charged $[redacted].94 on my Visa ending in [redacted]. I have been trying to cancel and obtain a refund for almost two weeks now. LaQuinta has confirmed the cancellation. Bank of America is assisting with a dispute. I need the unwarranted charge credited back. The email for contact is [redacted] The charge on my bank statement appears as RTI*SWHotels La Quinta In[redacted]82 DE. Please resolve this matter urgently.

Hello, I'm Archie B. I made a hotel reservation at OYO Hotel in San Antonio, Texas on May 27th for my daughter to check-in. Unfortunately, upon arrival, she found issues with the room like ants, wall holes, and no mini-fridge as promised. The pool was also dirty. I've been struggling to get a refund from both the hotel and your team. I was assured by hotels.com that I'd receive an email within 24 to 48 hours, but I haven't. I feel misled and want a prompt response today or I will seek legal advice. You can reach me at [redacted] or [redacted] Thank you.

I need to dispute a charge and claim against a hotel stay due to issues with a jetted tub in the room. After contacting my bank, they advised me to reach out to hotels.com for assistance. During our stay, black residue was coming out of the tub jets, and despite spending 5 hours on the phone trying to resolve the situation, the employees were unhelpful and continuously provided inaccurate information about when I could speak to the manager. My girlfriend and I had to clean the tub ourselves, only for the issue to persist. The staff was disrespectful towards us, and the only resolution offered was a 10% discount, which was insufficient considering the room cost around $[redacted].

Hello, my name is Barbara A Harrison. On Saturday, May 29, [redacted], around 10 pm, I used my smartphone to book a room at the Extended Stay in Blue Ash, Ohio, off Ronald Reagan Highway due to their good rate. After completing the reservation and paying with my Visa, I hit enter. The approval came quickly, and the confirmation was sent to [redacted] However, while noting down the numbers from the email, it vanished, replaced by a red screen indicating no available rooms. Concerned, I contacted Extended Stay, and they mentioned a weekend sell-out to both Hotel.com and Expedia. Ultimately, I ended up at Comfort Inn/Suites off I-75. When reaching out to customer service, I was informed that refunds couldn't be given immediately, but assistance would be available in 2 hours. Unfortunately, after waiting over 2 hours, no help was provided. Today, I initiated a dispute with my credit union to retrieve the $[redacted].01 refund on my Visa.

I made a reservation at the Riverwalk Resort and Spa in Plymouth, VA. Upon arrival, I checked in at the front desk and was given a key to Room [redacted]. However, when I tried to enter the room with my family, a man with a gun answered the door because I had the wrong room number. The correct room was [redacted], but upon checking it, I found it in an unacceptable condition with someone inside. I asked for a refund at the front desk due to the situation, but they directed me to contact Hotels.com. After reaching out to Hotels.com, my refund request was denied. I did not stay at the hotel and am frustrated with the experience. I am seeking assistance as I do not want to pay for a stay I did not have.

I made a reservation for my disabled aunt and requested specific accommodations that were not provided upon arrival. The hotel advised me to contact hotels.com for a refund, promising a full reimbursement. Unfortunately, I am currently unable to reach anyone at hotels.com. $[redacted] is tied up in this situation, leaving my aunt to sleep in her car last night.