Hotels.com Customer Service Issues

I needed to cancel 2 rooms at the Marlinton Motor Inn in Marlington, WV, starting on Tuesday, 9/18, due to weather issues. When I called the hotel around 5:40 PM on Monday, 9/17, I was directed to contact hotels.com. Upon checking online at 5:45 PM, I found a lengthy 96-minute wait time. Opting to utilize the "skip waiting on hold" feature, I provided my phone number ([redacted]). Despite not receiving a 4-digit number as requested, I attempted twice. Later in the evening, I discovered an option to cancel online without needing to speak with someone. Consequently, I canceled both rooms under reservation number [redacted][redacted]. Although I acknowledge the cancellation took place after 6 PM (ET), incurring a cancellation fee per room, I have manually rescheduled the trip for the subsequent week using the same reservation number. Going forward, I will handle similar situations better. As I acted in good faith and rebooked the rooms for a later date, I believe the cancellation fee should be waived. I kindly request clarification via email regarding the potential waiver of the fee. Thank you. ~ DH

Subject: Request for Reservation Date Postponement Dear Reservation Manager or General Manager, I am writing to you following our phone conversation on September 18th, [redacted]. I am Mr. Graham Balman, father of Luke Balman with reservation number [redacted]50. I have arranged for Luke to stay at Kalima Resort & Spa in Thailand as a special gift. Luke was scheduled to check in on Sunday, October 7th, [redacted], and check out on Sunday, October 14th, [redacted]. Due to unforeseen circumstances causing distress for our family, Luke may not be able to travel as planned. We are seeking advice from a doctor today, September 18th, [redacted], regarding Luke's condition. I am kindly requesting your understanding and flexibility regarding the reservation dates. Our intention is not to cancel but to postpone the visit. We hope to reschedule at a later date that suits your availability, possibly with our whole family visiting together. Your compassion and assistance during this challenging time for our family would be greatly appreciated, and we look forward to your positive response. Thank you for your consideration. Sincerely, Graham Balman

I recently made a reservation at the Napa Valley Wine Lodge for September 14th to 16th. Unfortunately, my stepdaughter was hospitalized, and I had to cancel the booking on September 13th. I contacted the hotel first, who directed me to hotels.com for the cancellation. I reached out to customer service and explained the situation, hoping for a refund due to the medical emergency. I spoke with a kind representative 30 hours before the check-in time and was assured they would appeal for a refund. I was told to watch my email, yet after several follow-up calls, I was informed the property denied the refund due to a no-show status. Confusion arose as I was under the impression the reservation was canceled by hotels.com. The lack of communication has left me feeling disappointed, especially given the circumstances. I am requesting a call from a manager to discuss this further. My confirmation number was [redacted]56, and I was provided a case number s#[redacted]5. Thank you.

I am writing to express my disappointment with our recent booking at Leonardo in Bat Yam, Israel for Yom Kippur. We had paid extra for an Ocean view room for this special day, only to be placed in a room facing buildings on the sixth floor. The hotel claimed there were no Ocean view rooms, contradicting Hotels.com's description. Furthermore, we chose Leonardo for its Shabbat elevator, but one was out of order, preventing us from observing our religious practices properly. This marred our holiest day as we had to climb six flights of stairs, passing garbage, instead. As regular Hotels.com patrons, I am not seeking a refund but hope for a credit to our accounts to acknowledge our disappointing experience. Thank you for addressing this sensitive issue.

I made a reservation for my parents at the Ramada Plaza Newark Airport due to their flight delay and missed connection in Europe. Despite booking to avoid driving in bad weather, upon arrival at 10pm, they were informed about confirmed Legionnaire's Disease on the premises. This information was not disclosed during booking or confirmation, leaving no other available accommodations in the area. Although I received a refund, it is concerning that hotels.com did not provide this crucial information. I believe it would be fair for hotels.com to investigate and include a disclaimer about the situation on their website, specifically for that hotel. I have a copy of the letter for reference if needed. Thank you. - Glenn Nyback

I am Haim Shmuely, MD. I received a confirmation from you for Nia Hotel in Menlo Park, California, USA. The booking was for a king bed room #[redacted][redacted] for 4 nights from September 27 to October 30. Upon arrival, I was given a room with two double beds instead of the king room I had confirmed. The front desk informed me that they were fully booked and unable to change my room. I request your immediate intervention to move me to a king room as per my confirmed reservation. If this is not possible, I demand compensation in the form of free breakfast for two and free valet parking for the duration of my stay. Please address this issue promptly and move me to the correct room without further delay. Thank you. Haim Shmuely, MD

On 9/14, I made a hotel reservation for $[redacted].13. Utilizing a free night valued at $[redacted].04, I settled the remaining $39.09 with my Visa card. After modifying the reservation on 9/27, I was informed that the free night would be initially charged to my Visa but reimbursed upon confirmation. Following the change, $[redacted].04 was charged, but only $[redacted].04 was refunded, supposedly due to the balance owed of $39.09. I have not received a refund for the initial $39.09 transaction. Despite contacting customer service multiple times without resolution, a manager on 10/6 instructed me to prove the charge and sent the information to the billing department via email as requested by manager Jason. However, the email was returned as undeliverable. Seeking assistance to resolve this issue promptly. Thank you.

As a longstanding Hotels.com member, I have generally been pleased with my experiences, but my recent stay at RIU Palace in Cabo San Lucas was disappointing. Despite selecting a room with a "SHOWER/TUB" combination based on the website's description, upon arrival, I discovered there were no longer bathtubs in the rooms. The hotel offered a more expensive upgrade, but we had to settle for the subpar room. Additionally, the broken shelf in the room and the noise from RIU Santa Fe's constant partying made our stay unpleasant. The hotel's response was unsatisfactory, and I feel the need to inform Hotels.com about the inaccurate description to prevent others from facing similar issues. I do not plan to stay at this hotel again.

Subject: Disappointing Experience at Your Hotel Dear Sir/Madam, I am writing regarding my recent stay at your hotel with my family under Confirmation Number [redacted][redacted]. Unfortunately, the experience did not live up to expectations. Upon arrival, we discovered that the actual condition of the rooms and property fell far below what was advertised on your website. The rooms had claustrophobic corridors, poor natural light, substandard fittings in the washroom, and inadequate linen. To make matters worse, our room had issues with windows, leaving us feeling uncomfortable and unsatisfied. Despite requesting to see other rooms, all options presented were equally disappointing. This forced me to seek alternative accommodations. I believe the misrepresented information on your website led to this unpleasant experience. I kindly request the reversal of any cancellation charges applied to my credit card. As a senior citizen, I faced unnecessary difficulties that could have been avoided with accurate information. I urge you to address these concerns with your property manager for future guests' benefit. Thank you for your attention to this matter.

My booking number for Good Morning Hotel Arlanda in Stockholm was [redacted]22 with a check-in date of 14.10.[redacted]. Unfortunately, my Norwegian flight D8111 was canceled due to a technical issue on the same day, and there were no alternative flight options available. About 6 hours before my planned arrival at the hotel, I had to cancel my reservation through the hotels.com online phone service, which was accepted. I also personally called the hotel to explain the situation, and they confirmed acceptance of the late cancellation due to the flight problem, as it was also verified by hotels.com. Despite these steps, I have not received any email regarding the refund or the process of the refund to my bank account. I am assuming that the entire amount will be refunded. Thank you. Hannu A.

I have contacted customer service multiple times in the last month, but I have not seen any resolution to my issues. Initially, I had problems with my account as it was linked to different emails that were supposed to be merged into one correct email, which has not been done yet. Additionally, I should have been upgraded to a silver membership due to the number of nights I've stayed, as confirmed by their research. However, this upgrade has not been reflected in my account despite additional nights I've stayed in the past week and a half not being added. As a result, I am missing several nights and do not have the correct member status, which should be gold or even higher by now, entitling me to free nights.

I apologize for the inconvenience. I have been attempting to reach you via phone but have been unsuccessful. I made a reservation through your company for a hotel and car in Casablanca, Morocco. The hotel confirmation number is [redacted]82 for Hotel Idou, which is excellent. However, upon arriving at Casablanca Airport on October 30th, I could not find Optima Rent, the car rental company you booked for me under reservation number MA[redacted]10. After contacting the police, it was discovered that Optima does not have an office at the airport but operates through an agent with a different name downtown. The situation was resolved, and they have assured me the refund of $[redacted] paid through Hotel.com will be processed. The individuals involved have requested me to contact you to cancel the booking with your company. Unfortunately, I could not find an international phone number to reach your company. This lack of communication is not acceptable. I kindly request the cancellation of the car booking.

My name is Deborah B. I booked two rooms at Circus Hotel with confirmation number #[redacted][redacted] for my daughter's 13th birthday. I chose this hotel specifically because she loves the AdventureDome. Unfortunately, upon check-in, I was shocked to find out that the AdventureDome was unexpectedly closed for maintenance. Neither your website nor the hotel's mentioned this closure. Guest services were also unaware of this. My daughter's birthday turned into a disappointment, and the lack of communication was disheartening. The manager put the blame on Expedia for not notifying me, which added to the frustration. As a single mom who saved up for this trip, I felt ignored and unimportant. I will be sharing my experience on various platforms to caution others from booking through your company.

I received an email for a deal, and I decided to book a hotel online. However, I encountered issues with my credit card not working despite having used it successfully before. I reached out to Hotels.com four times, spending over 40 minutes on the phone each time. Unfortunately, I was given misleading information about the room availability and was unable to resolve the problem after talking to a manager. I was frustrated as my credit card was declined and the offer was not honored, with no compensation offered. Due to time constraints from work, I couldn't dedicate more time to this issue.

I recently had to cancel my booking with Chegworth Water Mill after realizing from an email by the owner that it is not a hotel but rather rooms within a private house with no reception, only access to a kitchen. This setup did not meet our needs, and we would not have booked if this was clear from the start. I was disappointed to find out about this at 5 am on the day of our pre-booked travel. As pensioners traveling without a car, this situation was quite upsetting. I will be charged £80 for a late cancellation, even though the booking was not suitable for us. The lack of proper information about the venue on Hotels.com is concerning. The listing should clearly state that it does not offer typical hotel facilities to avoid misleading guests. I request a refund due to being misled about the suitability of the booking.

Hello, I recently made a reservation through Hotels.com for my trip to Orlando, Florida. During the booking process, I opted for a $50 food credit and paid an additional $12 per day for this feature. Since my reservation was for 5 days, I paid $60 extra in total, expecting to receive $[redacted] in food credits ($50 each day). However, upon arrival, the resort staff informed me that I was only entitled to a total of $50 in credits, regardless of the amount I paid. Feeling misled, I contacted Hotels.com to request a refund for the food credit option. Unfortunately, the representative abruptly ended the call. I am incredibly disappointed and frustrated with this situation. I am formally requesting the cancellation of the food credit option and a refund of the $60 overcharge, as no credits were received from the resort. If my request is not honored, I will explore further actions. My Itinerary Number is [redacted][redacted] under the name "Orlando." Thank you.

Dear Customer Service, I am Blanca Bellomo and my son, Kevin Bellomo, purchased a two-night stay at the Marina Resort - Nelson Bay with confirmation No [redacted]52 on 27/11/18. This was intended as a gift for my husband, our grandson, and myself. Unfortunately, my husband, Lucio Bellomo, has been diagnosed with a blockage in one artery requiring immediate surgery following an ultrasound. He will be admitted to the hospital tomorrow. Kevin promptly canceled the booking, although it was one day past the free cancellation deadline, resulting in a $[redacted].00 charge. We kindly request your assistance in waiving this penalty or allowing the $[redacted].00 to be retained as credit for a future booking as we still plan to visit. I can provide a medical certificate or hospital admission details if needed. Your understanding and support are greatly appreciated. Warm regards, Blanca Bellomo

I recently arrived at the Marand Spa hotel in Bauang and encountered an issue with the receptionist, Angeline. Upon check-in, she asked about my girlfriend's daughter, who is 9 years old, and insisted I pay extra for her. Despite booking a deluxe twin room for up to 4 people as stated on the website, I refused to pay additional fees. Unfortunately, I had to send the girl back to Vigan on a bus, which was a 4-hour journey. This experience left me extremely dissatisfied, and I am considering seeking legal advice upon my return to the UK. I've had positive experiences with over 70 bookings through your service, except for this incident. The receptionist's behavior and the cleanliness issues with the TV and blanket were unacceptable. I would appreciate guidance on how to proceed, as my phone does not work abroad to contact you directly. Thank you.

To whom it may concern, I recently received an email from someone at the hotel AM Schubertring named Vicktoria (without a surname), asking me to pay three times the price I originally paid through hotel.com or cancel my reservation. This left me speechless and I believe it was not my responsibility to handle this issue. I hope you can assist in resolving this matter. Sincerely, P.S: Since the 29th, I have been trying to contact customer service through online chat and phone. An agent assured me they would update me, but I have not received any communication yet. Additionally, an online staff member said an agent would reach out to me yesterday, but I am still awaiting contact. Ana Masaki.

Hello, I made a reservation at Mapple Adhwryou Pune using Hotels.com for check-in on December 7, [redacted], and check-out on December 9, [redacted]. However, I need to change it to check-in on December 8, [redacted], and check-out on December 9, [redacted], as I will only arrive in Pune on December 8, [redacted]. When I tried to modify my booking on Hotels.com under "Manage Bookings," I received an error indicating no rooms are available for the dates I need. Since I originally booked for two nights, the room should still be available for one night. I request your assistance in adjusting my reservation. The reservation policy stated no cancellation fee for changes until December 5, [redacted]. Therefore, I kindly ask for a refund of the amount paid for the night of December 7, [redacted]. I await your swift response. Best regards, G. Umarji