Hotels.com Customer Service Issues

Our reservation at Riviera Resorts & Suites for July 25 to July 28 was unfortunately canceled after our vehicle broke down while we were 50 miles away from the hotel. I contacted Hotels.com to explain the situation and a Cancellation Request was sent to Riviera Resorts. John from Riviera Resorts informed us that it would take 3 to 7 days to process. However, we later received an email from Riviera Resorts stating that a last-minute cancellation incurs a full penalty. I'm hoping to recover some of the $[redacted].35 we paid for the reservation. Any assistance in this matter would be greatly appreciated.

I am seeking assistance with my cancelled reservation at Riviera Resorts & Suites. Reservation #[redacted]1 for Jul 25 to 28 was cancelled due to a miscommunication. Despite notifying them about a possible delay on our first night due to a vehicle issue on Jan 25, our entire 3-night stay was cancelled. I contacted Hotel.com to request a cancellation with Riviera to potentially recover some of the $[redacted].35 paid. John from Riviera mentioned a 3 to 7-day processing time. However, on Jul 26, Riviera informed my wife via email that last-minute cancellations incur a full penalty. I am hopeful for support in recovering a portion of the total amount. You can reach me at [redacted] or on mobile at [redacted].

I made a reservation through Hotels.com, received a confirmation email, and when I arrived at the property, they had no record of my booking. They were fully booked, and after a long wait on the phone with Hotels.com, the call got disconnected. Fortunately, the property owner helped us find another room nearby, but we had to pay again. I tried multiple times to contact Hotels.com via phone and their app's virtual assistant with no success. Finally, I emailed them using the address provided but have not received a reply yet.

Hello, I am reaching out regarding a case ID: S#[redacted]9 dated 16th March [redacted]. I am experiencing difficulties redeeming my voucher, GWCNL3XQPP, as the selected hotel has no availability for any dates. I was told by an agent that if this situation arose, an alternative hotel option would be provided, but I have yet to receive any assistance. Could you please contact the hotel "Alex and Angie" in Bergamo to check for availability after 17th September? If not possible, kindly suggest another hotel where I can utilize the voucher for any weekend after 17th September [redacted]. I am eager to avoid expiration of the voucher. Alternatively, I would appreciate a voucher for the same amount that can be used at any hotel listed on your site. Thank you for your attention to this matter. Sincerely, Borislava B.

Dear Hotels.com, We recently stayed at Phoenix West and encountered issues with our booking. Despite booking a room that sleeps 5, we were given a handicapped room that only accommodates 4 individuals. Consequently, our granddaughter didn't have a bed to sleep in. While the hotel tried to assist by providing a roll-away bed, this was not the experience we were expecting. We insist on a refund to our credit card or a refund check rather than a coupon as compensation for the inconvenience. We have been looking forward to this beach trip with our three grandchildren for over 5 years and want to ensure that situations like this are rectified appropriately. I have already reached out to your customer service, but I wanted to express my disappointment and frustration regarding this matter. Please address this promptly, as we believe in receiving the service we have paid for. Thank you, Donna J. A. [redacted] [redacted]

I received a coupon from your site that we are not willing to use. We are requesting a refund to our credit card or a check, not a coupon. This recent booking error was the worst in a series of mistakes made by your service. We planned this beach trip with our grandchildren, ages 15, 13, and 10, for over 5 years. Upon arriving at Phoenix West, we were given a handicapped room that accommodated only 4 people, leaving our granddaughter without a bed. Despite paying for a room for 5, we did not receive the correct room type. Phoenix West tried to assist by providing a rollaway bed that barely fit in the room. We are adamant about receiving a refund, not a coupon. I have already reached out to Hotels.com for a resolution, as promised on the phone. I will escalate this issue to the corporate office, Better Business Bureau, and Facebook to warn others about the unreliable booking service. We deserve a proper solution to this situation.

I stayed at the Waterfront Studio on Pandora Avenue in Victoria and had numerous problems. When I arrived, I couldn't open the door and faced communication issues with the co-host. It took an hour for someone to finally open the door, leaving us outside in hot weather. Additionally, the TV didn't work, and the co-host was unhelpful, instructing me to contact customer relations for any assistance. When I called Hotels.com, the representative abruptly hung up after a lengthy conversation, adding to my frustration. Due to these issues, my trip was entirely disrupted, leading me to leave the hotel early. I had to rearrange my plans, incurring extra costs for the ferry and losing two days of vacation time. I am seeking compensation for the hotel fees, ferry charges, and wasted vacation days. This experience has been quite disappointing and I hope to have this matter resolved promptly. Thank you.

I am currently residing in an area affected by recent unrest, facing financial difficulties. Displaced from my residence, I possess an AARP membership valid until [redacted]. I also have a Gmail account tied to Google Hotels and a package gifted by my uncle, Phil, aimed at enhancing my experiences with Expedia. Additionally, my sister contributed to covering accommodation expenses at a hotel in Secaucus, NJ. Unfortunately, Phil's advanced age and memory lapse complicate matters. I am struggling to utilize these resources effectively in Arizona, finding it challenging, especially considering my age and the harsh reality of homelessness. I kindly seek assistance in identifying my hotel and motel benefits, determining ownership, and securing reservation information for lodging post-riot. Best, Maria SP [redacted] [redacted]

Upon arrival at the hotel, there was no attendant at the front desk. After waiting for an hour, the attendant finally arrived and checked us in, but we still had to wait for the room to be cleaned. This process took a total of 2 hours, resulting in us getting to bed at 1:52 am. Despite contacting your agent to confirm our reservation, there were issues both days with check-in. I spoke to hotels.com agents and the automated service for a total of 3 hours without finding a resolution. I had to book another room at a different hotel myself due to not being checked in. I am seeking refunds for both nights. My itinerary numbers are [redacted][redacted] and 9[redacted]56.

Upon checking in, we received our key cards but encountered issues with them not working. After attempting to resolve the problem multiple times without success, we were offered another room by Liz. However, upon inspection, the alternative non-smoking room had a strong smell of smoke. To add to our disappointment, we noticed high traffic on the premises and neighboring hotels with noisy gatherings. The overall experience has been troubling, and we are seeking a refund for our accommodation.

Hello Team, I have been a loyal user of Hotels.com for over 3 years without any issues until recently. I encountered some problems that I hope you can help me with so that I can continue using your service. 1. During a recent trip to Mexico, I accidentally booked the wrong date due to a distraction on the website. I originally booked Hampton Cancun Cumbres for Aug 10-11th for $80.92 but had to rebook for the correct dates of Jul. 18-19th for $[redacted].15 after realizing the mistake. Could you please consider this genuine booking error (the first in over 3 years) and provide a credit of $80.92? I am in a tight financial situation and would greatly appreciate this credit. 2. I have been trying for over a year to update my email address with no success. Due to the pandemic, I am unable to return to my home in Shanghai, and my phone email is inaccessible as the SIM card has expired. I urgently need to change my email address from [redacted] to [redacted], which I am currently using. If this change cannot be made, I may have to switch to a different platform as I rely on reservation confirmations for travel purposes and cannot take screenshots.

Booking Reference: [redacted] I have not yet received responses to my emails sent in March and April. I was given two voucher extensions by Hotels.com for a booking in February/March [redacted] scheduled for June [redacted], then extended until the end of [redacted] and now until the end of [redacted]. Hotels.com mentioned that the voucher had to be used at the same hotel and assured me they would contact the hotel on my behalf. Despite contacting the service team multiple times and being informed that they were unable to reach the hotel, I feel frustrated by the lack of progress. I understand the challenges posed by the current situation, but the lack of communication is concerning. Is the hotel closed? Given the ongoing protests in France, I am hesitant to travel there at this time. As a loyal customer who has booked with Hotels.com for over 10 years and stayed over [redacted] nights across different countries, I had hoped for better support in resolving this issue. I kindly request a refund or voucher for a hotel in Thailand, where I am currently located. Due to my upcoming second vaccine dose at the end of October, I do not plan to travel before November. Additionally, arranging a visa for my wife, who is yet to receive her first vaccine, will be challenging. I am uncertain when she will receive her second dose, which may overlap with the onset of winter in Europe, making it less than ideal for our intended summer holiday during the [redacted] Euros. Sincerely, C.

I have been trying to contact the customer service team for over a month now in regards to redeeming a reward night for an upcoming booking. I have also requested a refund for one night that was not showing up during the check-out process. Despite multiple attempts through the app, website, and phone calls, I have not been able to get assistance. Unfortunately, the experiences I have had in trying to resolve this issue have been disappointing, with calls being disconnected or not leading to any solutions. After being a loyal customer for 9 years without any problems, this recent experience has left me frustrated. If my concerns are not addressed before my next stay, I will have to consider closing my account and will not be inclined to leave a positive review.

I made a reservation last night through hotels.com and received a confirmation number. When I arrived at the hotel, they had no record of my booking and no available rooms. After contacting hotels.com, they said the reservation was under review and that David would reach out to me. It's been over 8 hours, and I have not received any communication. I called them within 4 hours and spoke to 5 agents, having trouble understanding 4 of them. Despite requesting a supervisor multiple times, they have not contacted me. I am currently traveling, having driven over [redacted] miles, and in need of a shower and sleep. I am frustrated as your website indicated availability that was not present.

Upon our arrival at the hotel, where we had a confirmed booking, we were informed that they were fully booked and unable to provide the room we reserved. It appears that hotels.com did not send the necessary payment confirmation to the hotel, specifically Beachfront Apartments Zdrijac XI Nin, leading to this issue. As we do not speak English or Croatian, we encountered significant difficulties trying to resolve this, especially with our two young children. The reservation number in question is [redacted][redacted]. We are hoping to address this matter promptly to avoid further complications, otherwise, we may need to seek alternative solutions to this unfortunate situation.

This morning I received unfortunate news about my nephew and had to cancel a hotel booking for August 20-22 due to unforeseen circumstances. Despite being told it was nonrefundable, the hotel confirmed it was refundable and directed me back to Hotels.com. After a frustrating experience with Hotels.com customer service, I am disappointed by their lack of compassion and assistance during this difficult time. I have initiated a dispute with my credit card company but am hopeful for a resolution with Hotels.com to receive a refund for the canceled booking.

Hello, I recently received an email confirmation for your reservation at a property in Old Town Paphos, Cyprus. Unfortunately, my property was already booked during those dates, and the guests were unable to stay at my place. They are seeking a refund but have not been able to contact the booking platform. Can you provide guidance on how to proceed and find out where their payment has been held? Thank you. - Androula Kyrisavva, VRBO LISTING ID [redacted]

Hello, My name is David Denmeade. I made a reservation for 3 nights at BreakFree Adelaide from August 17th to August 20th, with the confirmation number [redacted][redacted]. I was supposed to fly from Darwin to Adelaide on August 17th, but due to a Covid lockdown in the Northern Territory starting from 5 pm on August 16th, I couldn't make it. I know the hotel has a non-refundable policy, but because the cancellation wasn't voluntary and was caused by the lockdown, I'm hoping to get a refund of $[redacted].02, which was charged by Hotel.com. Feel free to contact me using the number provided during the booking if you'd like to discuss this further. Thank you.

Dear Timothy Matlean, I wanted to share an email I received from SureStay regarding your upcoming stays. For the reservations on August 16-20, [redacted], and August 30 - September 3, [redacted], they are willing to cancel them at no charge. To proceed with a refund, you may need to contact SureStay Hotel by Best Western - Ellensburg directly or reach out to us for assistance. If the property agrees to a refund but encounters any issues processing it, please provide us with the details of the hotel approver as outlined in the email you received from Expedia Customer Support Team. Thank you for your understanding and cooperation during this process. Sincerely, Tim Matlean

On the 9th of August, we arrived at Darwin's Townhouse in Shrewsbury and were surprised to find out that four of us were assigned to one room, leaving us without accommodation. After contacting the customer service line and speaking to L*** over a poor connection, she left us on hold for nearly three hours, saying she was still looking for a solution. Frustrated, I had to search for alternatives on hotels.com myself, only to find nothing suitable in Shrewsbury. We ended up in a 3-star hotel far from our original booking, receiving £[redacted] in vouchers split into three amounts. The replacement hotel was subpar and not where we wanted to be. Despite my complaint, the response I received stated that the best option was provided, and no further compensation would be given. I am dissatisfied with the resolution and the split vouchers offered, as they are not practical for future bookings. There was no acknowledgment of the inconvenience caused, and I find the situation unacceptable.