Hotels.com Customer Service Issues

I am experiencing difficulty canceling a booking. When I made the reservation on Expedia using my laptop, the confirmation number was not provided, and I did not receive it at [redacted] Please note that obtaining assistance without the confirmation number has been impossible. The automated system repeatedly requests the number, and if I am unable to provide it, the call gets disconnected. The phone number and last 4 digits of the card used for booking are not recognized by your system, resulting in no live agent support. Circus Circus Reno states that only Expedia can cancel my reservation for July 9th, but they are also unable to assist without the itinerary number. Clicking on the "resend email confirmation" link yields no results. Although Kayak has responded, the contact numbers provided lead to more automated responses. I have accepted the loss of $[redacted].76 unless you can offer a solution. Thank you, Patricia C. Sent from my iPhone.

Our booking confirmation number for the Hotel Galaxy in Las Vegas was [redacted]. On the 4th of July, despite booking a room online and paying a week ahead, we faced challenges checking in at the motel. The check-in time was 3:00pm, but due to the extreme heat, we tried to check in earlier but were denied. Even upon returning at 3:30pm, we were unable to obtain our room. By 4:00pm, a dispute arose between my husband and the aggressive female manager who threatened to kick him out and accused him of trespassing. This led to an altercation as she insisted on involving the police. The manager’s conduct was unprofessional as she failed to address the situation adequately and engaged in a heated argument. In my extensive hotel experience spanning nearly three decades, encountering such poor service from a manager who refused to accommodate customers was unprecedented.

I made a reservation at La Quinoa for my son's 9th birthday party where his friend was supposed to be dropped off. We arrived at the hotel with my husband, who was going to check us in while I had the bags, cake, and balloons. However, there was an issue at the front desk where they couldn't find our reservation. My husband had to quickly find another hotel, Magnusson, for us to relocate the party. Unfortunately, once we checked in at Magnusson, we realized the pool was closed due to COVID-19, even though the website indicated it was open. We were very disappointed as we had planned a pool party. Without the pool, the party was dull, and we ended up just eating, watching TV, and going to bed. It was a letdown on such an important day for my son, and I wish we had known about the pool closure before booking through Hotels.com.

On June 7, [redacted], I made a reservation through your website for Tyler Chamberlin to stay at OYO Arina Hotel in Ilford for 3 nights. The confirmation number is [redacted], at a cost of £69.80. When Tyler arrived at the hotel, he was informed that there were no rooms available for him and that the money had been refunded. However, as of today's date, I have not received the refund in my account. I contacted Arina Hotel, and they mentioned that the money had been returned to you. I have been a loyal customer and used your booking service several times, but I am disappointed by the current situation. I hope this issue will be resolved promptly. Thank you. - P. Khadmallah

I made a reservation at Mainstay Suites in CDA, Idaho through Hotels.com two weeks before our trip. When we arrived at the hotel at 9 pm after spending the day at an amusement park, we were informed there was no room available. The hotel claimed that Hotels.com had delayed sending over our reservation, causing them to be fully booked by the time they received it. This situation left my tired kids upset and resulted in a long drive back home. It was frustrating to deal with this issue, especially since we had to make the journey back to the amusement park the following day.

I recently stayed at the Quality Inn & Suites in Northampton-Amherst, MA on July 8. During my stay, we encountered significant issues with the room. The manager, Hayden, assured us a full refund and stated that he had already contacted Hotels.com to process it. He recommended I follow up with Hotels.com once I returned home. To date, I have not seen the refund on my Hotels.com account. My wife, Brenda L., made the reservation under confirmation number [redacted][redacted] through her cell phone. Despite attempting to reach out to Hotels.com via phone support, I have faced difficulties in getting through the automated system. I am eager to have this matter resolved promptly. Thank you for your attention to this matter. Regards, Pete.

I made a reservation on hotel.com with confirmation number [redacted][redacted]. Upon arrival at Coral by the Sea hotel, I was disappointed. The pictures on the website did not match the reality. The room was not properly cleaned, the bathroom door handle was broken, and there was a bad smell. When trying to leave due to the conditions, the staff was unhelpful and insisted I needed to contact hotel.com for a refund. Despite paying in person, they refused to assist. The experience was terrible, and I am adamant about not booking through this platform again. It is concerning that despite negative reviews, this hotel is still listed. I am hopeful for a full refund as it seems unlikely I will receive it from hotel.com or the hotel itself.

I made an error booking a room for today instead of the correct day. The hotel is fully booked for today, and they kindly offered a refund due to the misunderstanding. Unfortunately, I won't be in town tomorrow and face the challenge of returning to my home state with my broken-down car. Could you please process the refund for the room as soon as possible? Your prompt assistance would be highly appreciated.

My daughter, son-in-law, and two teenagers booked a room at Super 8 in Joplin, Missouri through Hotel.com based on positive reviews. However, upon arrival on July 16th at 9:00 pm, they found the rooms to be dirty, with non-functioning air conditioning making the rooms hot and damp. Despite requesting a different room, the alternative was just as unacceptable. This disappointing experience caused stress and a headache for my daughter and dissatisfaction for the whole family, tainting their vacation. I believe this situation warrants contacting the Better Business Bureau to reconsider the misleading reviews that led them to stay there. I am furious about their experience and feel compelled to ensure others do not face similar issues. While a refund seems unlikely, it is the least they could do in this situation.

I made a reservation on the Hotels.com app for a hotel stay, but upon arrival, the hotel claimed they were fully booked. Getting through to Hotels.com Customer Service was a challenge due to long wait times, finally reaching them the next day. The representative tried reaching the hotel without success. This was credible to me because even while at the hotel the previous night, the front desk clerk was absent for over 20 minutes. The representative promised to confirm a refund but never followed up. After persistence, another agent explained the process, mentioning it could take a week for a decision. Recently, an email informed me that the hotel decided not to provide a refund, citing the booking terms and conditions, which they breached by lacking available rooms.

I made a reservation at the Ramada Inn Midtown in downtown Phoenix for July 17th, [redacted]. When I arrived to check in, I realized that I had mistakenly booked it for the following day. The front desk staff explained they were fully booked with no vacancies on the correct date. Despite confirming my reservation the day before, I was unable to get a room as planned. The front desk mentioned I needed to request a refund manually, so I am reaching out to expedite the refund process. I hope to receive the refund promptly so I can secure another room for the night at a different motel.

Zutphen, 19 July [redacted] Subject: Request for Refund of Vacation Booking Funds Dear Sir, Madam, On Tuesday, 22 June [redacted], I sent an email to your organization, Hotels.com, regarding our planned trip to Switzerland in [redacted]. This trip was booked from Saturday, 30 May to Thursday, 4 June [redacted]. We were supposed to stay at the "TRAFO" hotel in Baden and had transferred €[redacted].51. The booking number is: [redacted][redacted]. Due to the travel restrictions caused by the coronavirus outbreak, the trip had to be canceled. Initially, it was unclear how this situation would be handled. We canceled the trip as Switzerland had restrictions on entry, allowing only essential travel from the Netherlands. I contacted your organization, and a voucher valid for 12 months was issued for the booking by Hotels.com, now extended to 31 December [redacted]. As of 22 June [redacted], Switzerland still had a 10-day quarantine requirement. Given the duration of our trip, this was not feasible. Concerned about the risk of yet another canceled holiday, my wife and I decided to book a vacation within the Netherlands. In July [redacted], I contacted Hotels.com in the Netherlands. I was informed that I had canceled the trip and no refund would be provided. However, it was Hotels.com that facilitated the cancellation and issued a voucher as compensation. A staff member at Hotels.com directed me to submit a form outlining my complaint and refund request, which I did through your website under the contact section, focusing on security and privacy. I was informed that I would receive confirmation of receiving my request in a few days, but I did not hear back via email or the form. I wish to express in this letter my desire to receive a refund of the amount paid. If the funds were transferred to the hotel owner of the TRAFO hotel, I will reach out directly to discuss a potential [redacted] booking. In my previous email, I expressed my interest in booking at the same hotel by the end of May [redacted] to finally fulfill the trip. I hope you can assist in coordinating this with your travel partner. I look forward to hearing from you regarding the resolution. I did not cancel the booking voluntarily; it was based on a misunderstanding. It would not be acceptable for the funds to not be refunded or a suitable arrangement to be made. Attached are the email regarding the cancellation option and the email I sent. Awaiting your response, J. Heimgartner, Verdistraat [redacted] PX Zutphen

On July 16-17, I made a booking with confirmation number #[redacted][redacted], which left me without a room and searching for a hotel at 1:00 AM. The hotel claimed they had not received any information from the company, resulting in me having to find accommodation elsewhere. I have already been charged for this booking but have been unsuccessful in reaching Hotels.com by phone from the 16th to the 19th. I am extremely disappointed with the service and have had to initiate a dispute with my credit card company. I am now attempting to contact them via email after finding the chat feature unhelpful. I am requesting a refund be issued to my card. Please confirm the resolution by sending an email to [redacted] I have encountered long wait times, only to be disconnected by staff unable to transfer calls. I urge for a prompt solution and a full refund to be processed on my credit card. S.S.

I have encountered difficulty reaching out to a representative through your website. I want to address the issue related to my booking at The Jack Backpackers in Cairns for 3 nights from July 12th to 15th, [redacted] under Booking confirmation #[redacted][redacted]. I pre-paid for the stay but was informed by the hotel manager, Brad, that they do not allow guests under 18. Consequently, I was asked to cancel the reservation. I complied, but only received a partial refund of $80 out of the $[redacted] paid. Brad instructed me to contact you explaining the situation for a full refund approval. Please assist promptly as I had to find alternative accommodation and incurred additional expenses. Thank you. Best regards, Nikolay N., [redacted] [redacted] [redacted]

Hello, I wanted to share an experience I recently had with The Jack Backpackers in Cairns. I prepaid for a three-night stay with my son only to be informed by the manager that the hostel is only for guests aged 18 and above. Consequently, I had to cancel my booking, and despite the initial payment of [redacted] AUD, I only received a refund of 80 $. The manager, Brad, assured me that upon contacting you and explaining the situation, the full refund would be authorized. As this turn of events led to additional expenses for me, I kindly request your assistance in resolving this matter promptly. Thank you for your attention. Best regards, N.N. Australia. [redacted] Email: [redacted]

I inquired about the hotel's pool status and booked a room for my granddaughter's birthday for two nights. Lisa confirmed the pool was open and advised me to book online for a better rate. While on my way to the hotel, I verified with another staff member that everything was in order, but this second person said the pool had been closed since COVID. I was upset as Lisa had assured me otherwise. Consequently, I didn't check-in or pay for the reserved room upon arrival. I recently received an email asking about my stay. I want to ensure there will be no charges to my card for the unused reservation. Thank you for looking into this. -M. Oakland.

I recently booked a hotel through Hotels.com near the Grand Canyon North Rim Visitors Center, relying on the information provided that it was 11 miles away. However, upon making the reservation, I realized the hotel is actually located at the South Rim, which is [redacted] miles away. This discrepancy caused a major inconvenience as the driving distance is not accurately reflected. I believe I am entitled to a full refund due to this misleading information and urge for their algorithm to consider actual driving routes in the future. The Grand Canyon's unique geography makes it impossible to directly travel between the north and south rims. I expect a prompt resolution regarding this matter.

Dear Community, Ever since my trip to Krakow got canceled last year due to COVID, I have been facing a series of challenges trying to amend my booking with Hotels.com. With the ongoing travel restrictions, I had to change the dates multiple times. I've spent significant time in chats and calls with Hotels.com representatives. Despite their difficulties in updating my reservation, Krakow Apartments confirmed they are willing to make the changes at no extra cost. Initially, I paid an additional £74 to Hotels.com for a change that Krakow Apartments did not request. Subsequently, Krakow Apartments informed Hotels.com that no extra fees were necessary, but I faced conflicting information from Hotels.com reps. Although the apartments agreed to the new dates without fees, Hotels.com claimed otherwise and couldn't confirm availability without a fee. Even after providing evidence from the apartments, Hotels.com struggled to make the change on their system. As a loyal Hotels.com customer, this ongoing situation has been quite distressing. I humbly request assistance in promptly updating the dates on Hotels.com. Thank you for your anticipated help. Best regards, Sharon Q.

Hello, I am writing regarding a recent booking issue with hotels.com. My silver account is under Mrs. Claire Elliott. We reserved a room at The Kilns hotel for this Saturday, with Confirmation number: [redacted][redacted]. Upon arrival, we discovered the hotel was permanently closed since September [redacted]. I tried contacting hotels.com twice after a 5-hour drive, only to be put on hold for over an hour and a half and disconnected twice. I am requesting a full refund as we had to find alternative accommodation in the area, costing us £[redacted] and left us dissatisfied. I also expect reimbursement for the price difference between the two hotels. Without a timely resolution, I will pursue this matter further.

Dear Sirs/Reservation Agents, I am writing to address my booking Confirmation Number [redacted][redacted] and Rewards membership number [redacted]1. I am inquiring about the application of the double point code "APPRWD2X" to my recent Hotel.com reservation. I was unable to locate a section to insert this code during the booking process, which would entitle me to earn double points for my stay. I kindly request that you add the special offer "APPRWD2X" to my existing booking promptly, as per the Hotel.com app's promotion, to ensure that I receive the correct points for my upcoming stay on August 01, [redacted]. If needed, please refer to the hotel's advertisement on Hotel.com for confirmation of this double points offer. Thank you for your attention to this matter. Best regards, Tammy Kietz