Hotels.com Customer Service Issues

I booked a stay for 2 nights at the Sleep Inn in Oregon, Ohio. Online, the price was listed as $[redacted] or $[redacted] for the room we ended up with. When I inquired about the difference, the staff recommended the higher-priced option for extra amenities. However, upon checking my account after payment, I noticed that it was actually around $[redacted] per night, which felt like false advertising. The room had greasy fingerprints on the door handles and tub guard rail, as well as pubic hair on the shower knob, dirt particles around the sink and faucet, which I cleaned myself. To my dismay, there were pubic hair in the jacuzzi, and behind the doors, I found a pile of debris and a tag neglected by the cleaning staff. I spent about an hour cleaning and sanitizing the room and even found a mess in the hallway from the previous night. Despite bringing these issues to the attention of the personnel, they directed me to send the evidence to the manager who was unavailable. The lack of thorough cleaning was disappointing given the price paid for the stay. The location and amenities were good, but the cleanliness fell short of expectations.

During our recent stay at the Aristocrat Hotel in Half Moon Bay, my boyfriend and I encountered an unexpected charge upon checkout. Despite being informed that no additional fees were required, we were charged $60 to my account due to a minor situation with the sheets caused by my boyfriend's disability. This has never happened to us in all the hotels we've visited, and I believe this could be violating ADA regulations and discriminatory. There was no prior notice of this charge, and I couldn't find any mention of it in the terms and conditions. I have already reached out to the hotel, but they have been unhelpful. Can someone advise on how I can proceed? My itinerary number is [redacted][redacted].

I am experiencing issues trying to book a hotel through hotels.com. Every time I attempt to make a reservation, I receive an error message stating that the order cannot be processed at this time, and I am advised to try again later. This problem has persisted for several days now. Unfortunately, I have found it impossible to reach hotels.com customer service for assistance. There seems to be no option to speak to a live representative, only automated recordings that prompt for an itinerary number. However, without being able to successfully book a hotel, I do not have an itinerary number to provide. How can I get in touch with a real person who can help resolve this issue? I am frustrated with the lack of customer support and wonder if hotels.com prioritizes its customers at all.

We made reservations at the Hampton Inn in Spartanburg, SC for Thursday 6/3 to Tuesday 6/8. We haven't checked in yet, today is Sunday 6/6. My fiancé booked the room while at work on Thursday. Unfortunately, a family tragedy occurred soon after, and we are now trying to cancel our reservation and get a refund. The total amount was $[redacted].15, and we understand the reservation may be non-refundable. This unexpected loss has left us in need of funds for funeral services. Any assistance you could provide would be greatly appreciated.

Regarding Booking Number [redacted] for Sandcastle Guesthouse in Lowestoft: We had a reservation at this hotel for June 10th-11th, [redacted]. Due to the postponement of the concert we planned to attend, I contacted the hotel on February 24th to reschedule our stay to June 23rd-24th, [redacted], which was processed without any issues. Despite receiving reminder emails from your end, my attempts to reply have been unsuccessful. This morning, I called the hotel and they confirmed the change in booking but advised me to reach out to you. However, my efforts to contact you, both online and over the phone, have been in vain. I am eager to speak with a representative to ensure everything is in order. Please note that I have timely canceled the original booking for this week and do not expect any charges for it. Sincerely, Ken and Barbara Mallows

Hello, I recently stayed at Motel 6 on June 6th. Initially, everything seemed fine. However, upon arrival at around 10:20 PM, I had to check in at a small window due to the late hour. Unfortunately, the presence of bugs and mosquitoes near the night light was off-putting. The staff member who checked me in was polite and assigned me room [redacted]. As I returned to my car, I noticed some shady individuals loitering around the property with women going in and out of rooms. Inside my room, I found patches on the walls, uncleaned tile and grout, and a filthy bathroom. The sheets had holes and stains, which was especially concerning during a pandemic, as I even developed a rash. Additionally, there were roaches present. I quickly took photos, left the room within an hour, and encountered more unsettling activity in the parking lot before swiftly driving away. Despite my attempts to contact the front desk and Hotels.com, I was unable to find a resolution. This experience was highly distressing and inconvenient, given my need to be in Norcross for work and apartment hunting. I kindly request a response regarding this matter. Thank you.

On the morning of June 8, we made a reservation and checked into the hotel after a long night of driving. Unfortunately, upon entering our room, we were shocked to find it in disarray with pillows on the floor, cigarette butts scattered around, and overall uncleanliness. We took pictures as proof of the unsatisfactory condition. When we informed the front desk, they provided us with a smaller room next to the elevator, which was even worse than the original room. This experience has caused major inconvenience as we have had to reschedule our meetings and have yet to get any sleep. We are hoping for a resolution that could involve a refund or possibly an additional complimentary night's stay to compensate for the trouble. We have been loyal customers in the past and hope to continue our business relationship, but this situation requires immediate attention. Thank you.

I made a reservation on 6/2 and received an email confirmation. Unfortunately, the booking was canceled due to an issue with the payment card from Affirm. I have verified with my card company that the payment was not declined. I had paid Affirm $95 to secure the loan for the room, and I'm unsure why the booking was not processed properly by hotels.com. I am now left with a financial obligation for a service I did not receive. I would like to reschedule my room for a later date after this stressful experience. Thank you, Lorelei M.

Hello, I am writing to address a booking issue I encountered. I recently booked a hotel on 6/8/[redacted] on your website for myself and my friends. Unfortunately, there seems to have been a mix-up with the address. The booking details are [redacted][redacted]. I have been attempting to reach customer service without success. I am surprised by the lack of responsiveness from a reputable service platform. I kindly request to transfer the bookings to Hilton near Niagara Falls, NY, USA, or obtain a refund as we are en route to the destination. I anticipate a swift resolution from the administration. Please respond promptly. Thank you, Abhishek

I booked a 2-night stay at The Signature Hotel in Temecula, CA from June 7th to June 9th. When I arrived at 3 p.m., I encountered issues during check-in. My name wasn't on the list despite having a confirmation number. The booking was under Virtual Visa, not my name. Even after updating the information, my name still didn't show on the check-in list. The receptionist mentioned they only accepted card payments with chip readers, causing further difficulties with my payment method. I tried contacting them via phone but had no luck getting through. I left a message requesting a call back within 24 hours. I've had booking issues at this hotel before. Due to the delays causing me to almost miss my father's birthday, I kindly request a full refund of $[redacted] due to the inconvenience. My father's health issues make these moments precious, and I hope for a resolution. Thank you.

I am trying to redeem my free night offer. I had booked a room at Motel 6 Hayward for a few days. One night, about two weeks ago, a disturbing incident occurred where a rock was thrown through the hotel window while we were sleeping. Despite informing the staff and filing a police report, I did not receive any compensation. I was promised a few more complimentary nights by the hotel, but I have only used one so far. I need assistance in accessing the remaining two nights owed to me. I can provide pictures and any other necessary information to support my claim. Please reach out to me at your earliest convenience. Thank you for your help.

Our hotel room was not cleaned as promised, even after specifically requesting it. We had to repeatedly ask for fresh towels and our used ones were not removed. Despite being informed that the pool would be closed, it was open unexpectedly on Saturday for another family to use. We used the same sheets for four nights without a change. Replacing ice bucket bags was problematic, and the staff was unhelpful and dismissive. Our disabled mom and sick father were not well accommodated. We were overall disappointed with the service and struggle to find assistance from the hotel or the booking platform. We hope to discuss a refund or at least address our concerns for future guests.

Upon checking in, we immediately noticed a few issues with our room. The toilet flapper wasn’t sealing properly, the deadbolt on the door was misaligned, and the mini-fridge was not cold due to ice buildup. Additionally, the A/C was not functioning correctly, there were particles on the sofa bed sheets, and the laundry service mentioned in the Hotels.com listing was not available on Sundays. Although a staff member attempted to address the mini-fridge problem and offered a fan for the A/C, no further follow-up was provided. The remaining issues, despite the manager's assurances, were never resolved. When we inquired about compensation, we were informed that due to booking through a third-party site, a refund could not be issued by the hotel. I am requesting at least a 50% refund of the $[redacted].16 charge due to the numerous unresolved issues that affected our comfort and safety during our stay.

I am writing in regards to my recent stay at Best Western Port Columbus booked through Hotels.com with confirmation number [redacted][redacted]. Unfortunately, our experience was highly disappointing. Despite staying for five days, the room was not cleaned, and we did not receive fresh towels or basic amenities like soap and shampoo. The overall lack of cleanliness posed a potential health risk. When we requested to cancel the stay through Hotels.com, we were directed to contact Best Western directly. After reaching out to Best Western Corporate and the local management, we were assured that a refund for the remaining nights would be processed in 7 days. However, it has been more than 7 days, and we have yet to receive the refund. The refund amount should be $[redacted].57 for each room, totaling $[redacted].14 for both rooms for the 7-night stay.

I would like to discuss my recent experience with confirmation number [redacted]. Last week on June 10, I was informed that an investigation would be initiated to address the following concerns. I had booked a reservation at the San Anselmo Inn in California for July 28, [redacted], through Hotels.com. The reservation allowed for a free cancellation until June 25, [redacted]. After canceling on the Hotels.com website, I received a partial refund of $[redacted].90, which is $50 less than the initial charge of $[redacted].90. When I contacted the San Anselmo Inn directly, the owner insisted on a $50 cancellation fee despite the reservation being made via Hotels.com, citing his own policy. He became hostile when I explained the situation. Furthermore, the hotel attempted to claim payment from my credit card before the scheduled date, causing additional issues. I reported these complications to Hotels.com representatives who promised an investigation by their team but I am yet to receive the promised update or refund of the $50 fee. I appreciate any assistance in resolving these matters promptly. Thank you, George M. Email: [redacted] Phone: [redacted]

I am seeking a refund for my booking confirmation #[redacted][redacted] for a 2-night stay at Alexander's Suites in Santorini, Greece, totaling $[redacted].28 on March 19, [redacted]. Due to travel restrictions from the United States on March 17th, we were unable to fly to Greece. Despite attempts to contact both the hotel and Hotels.com before the booking date, we did not receive any guidance on rescheduling. I have tried reaching out via virtual chat without success and spent over 2 hours on hold three separate times without a resolution. I request a refund of $[redacted].28 or a credit for future use. Your prompt response is appreciated for timely resolution. Thank you, Christi Stanfill

I had a reservation at Marins Park Hotel - Yekaterinburg, but upon arrival, they denied my stay due to changes in their identification policy. They required a document that I did not have, resulting in being turned away with my child in the middle of the night. Despite the inconvenience, we found another hotel and paid for it. Our reservation number is [redacted][redacted], and we were supposed to stay from June 12 to June 16. I have been attempting to reach Hotels.com for three days to request a refund for the unsuccessful reservation, but have had no luck contacting customer service. I am seeking assistance from Hotels.com to process the refund.

Date: June 12th-13th, [redacted] Booking Reference: [redacted][redacted] Location: Rendezvous Hotel Skipton My friend and I arrived at the hotel but couldn't make it to our room due to a sudden medical emergency back home. We had to leave immediately after leaving our luggage in the lobby. The hotel staff kindly allowed us to reschedule our stay as we hadn't used the room. I then reached out to Tesco Clubcard as I had redeemed £[redacted] worth of points for my stay (Order No: [redacted][redacted], TesCN135A: UE9QE6Q). They advised me to contact hotels.com to seek a refund on the voucher so I can rebook at a later date. I would appreciate your guidance on this matter, as the circumstances were beyond our control. Thank you for your assistance. Best regards, Sally H.

Subject: Request for Change of Booking Date at Hotel Du Vin Dear Hotels.com, I am reaching out regarding my upcoming booking at Hotel Du Vin (Newcastle) on June 17, [redacted], under reference number [redacted][redacted]. Unfortunately, today (June 16), my 3-month-old baby fell ill, requiring medical attention. Regrettably, I am unable to uphold my reservation for tomorrow. Upon attempting to reschedule via the 'manage booking' option, I discovered that changes after 3 pm were not possible due to your policy. While I understand and respect your guidelines, I kindly seek your assistance in modifying my booking to an alternative date instead of a refund. I appreciate your understanding in these unforeseen circumstances. I await your prompt response. Warm regards, Julie H.

During my stay at Studio 6, I was unfortunately robbed of my Coach backpack containing $[redacted], my prescription glasses, all my bank cards from Bank of America, Chase, and Wells Fargo, as well as both my IDs from Texas and Las Vegas. The individual who took my belongings was able to escape past a police officer without being stopped, despite the officer witnessing the theft. To make matters worse, the management's response to my request for video evidence was disrespectful and accusatory, insinuating that I was to blame. Despite police involvement, the thief was not apprehended, and the evidence was reportedly suppressed. When attempting to discuss the situation with the owner, I was threatened with being trespassed from the property. This treatment was unexpected as I had been a guest for six days without any prior issues. The manager's attitude towards me was dismissive and unkind, leading to a heated exchange where I ultimately collapsed due to the stress and heat. The responding police officer even acknowledged the mishandling of the situation. It was disheartening to see the thief allowed to leave despite evidence of criminal activity.