Hotels.com Customer Service Issues

On March 21, [redacted], we made a reservation through Hotels.com for the Wallace Inn in Wallace, Idaho, for August 10th and 11th, [redacted]. We received a confirmation email indicating a total charge of $[redacted].16, but then noticed on August 14th a charge on our Visa from the Wallace Inn for $[redacted].98. After contacting Hotels.com, they advised us to speak with the hotel directly. When we reached out to the hotel, they mentioned they received the billing information from Hotels.com for a nightly rate of $[redacted].90. Despite contacting Hotels.com multiple times, seeking clarification on the pricing discrepancy, including requesting to speak with a supervisor, they were unable to provide a satisfactory explanation. We urged Hotels.com to clearly outline their billing policy on their website to avoid misleading customers. As loyal users of Hotels.com, we find the lack of transparency concerning and believe that customers should be informed upfront about any potential price changes if they choose to pay at the hotel instead of at the time of booking through Hotels.com.

Hello, I have encountered several ongoing issues with the hotel owner since my arrival. Initially, the lack of information regarding the hotel's inaccessibility by taxi led me to carry my heavy luggage through town until someone contacted the hotel for assistance. Despite inquiring twice beforehand about taxi availability and being assured it wouldn't be an issue, this important detail was omitted. Additionally, I was unceremoniously moved to a lower-grade room for the first night without explanation or compensation. Subsequently, the absence of hot water for 24 hours prompted a rude response from the owner, who justified the delay by stating her own need for hot water. Furthermore, after five days at the hotel, I was informed that towel changes occurred every two days, not daily, which was another disappointment. The overall poor service, impolite attitude, and inadequate facilities have led me to conclude that I have overpaid for this stay. I have attached a photo showing an unsafe lamp above my bed, underscoring the substandard conditions of this establishment. Due to these circumstances, I have decided to depart on Sunday and request a refund for the remaining days. I urge hotels.com to assist in negotiating the reimbursement with the owner. Failure to reach a satisfactory resolution will result in a candid negative review. Please see the reservation details below. Thank you, Anna W.

Confirmation number: [redacted][redacted]. I booked this property because I specifically searched for pet-friendly accommodation. Upon arrival last night, tired with my luggage and dog, I paid £65.50 at the reception, not realizing I was overcharged. The agreed amount was £40.50. Only upon entering our room did we notice it was situated above a noisy dual carriageway with constant traffic and disruptive neighbors. The disruptive ambient noise included ambulance sirens, loud music, and drunken guests, making it impossible to rest. Our expectations based on the room description, like the king-size bed, were not met. I am disappointed with my first experience booking through hoels.com. I request a refund of £20 for the overcharge and the misrepresentation of the room's noise level. I have recorded the room's noise level if needed. Looking forward to your response. Thank you, J. Lukic.

Confirmation # [redacted][redacted] Clarion Pointe Harrisonburg, VA Our car broke down, and it had to be towed to a dealership. Unfortunately, the needed part is the car's computer, which we located but can't purchase directly. As a result, we must order it, and it won't arrive until next week. The cost of the part has exceeded our allotted budget for the trip, dipping into our emergency funds. We kindly request a refund for our reservation at Clarion Pointe in Harrisonburg, VA. Please reach out as soon as possible through the following contact details: [redacted], [redacted], [redacted] Thank you for addressing this matter promptly. Sincerely, J. Rodgers R. Rosales German.

I would like to address my recent experience with canceling a booking due to misleading information on hotels.com. Upon arrival, there were discrepancies between the advertised details and the actual amenities of the place. The check-in process was time-consuming, and I was surprised to learn that advance booking was required for the swimming pool, which was not mentioned during the reservation. The room did not match the description on the website, lacking a shower and requiring additional payments for electricity and a subpar cleanliness standard. The overall site was unkempt, with a busy car park and safety concerns. Despite showing the discrepancies to the reception, they claimed no responsibility and attributed the issue to Expedia. I am disappointed with the misrepresented information and request a refund as I did not stay at the property due to these discrepancies.

Dear Customer Support, I am reaching out due to a pressing issue that requires immediate resolution. My membership number is [redacted]44. Last week, I had accumulated 10 reward nights in my account. However, today when I attempted to book hotel stays using a combination of reward nights and full payment, I noticed all my reward nights have mysteriously disappeared from my account. As a long-time patron of Hotels.com, I have remained loyal despite the challenges of the past year. With business gradually picking up again after the pandemic, I rely on these rewards for my accommodation needs. I recall from your communications that there was an extension on the validity of reward nights for an additional twelve months if utilized in bookings before December 31st this year. I fear I may have lost access to over £[redacted] worth of reward nights, and I urge you to assist me promptly. Please note, I recently updated my email address, which might have impacted my account. Your urgent attention to this matter is greatly appreciated. Thank you. Sincerely, M. Hartnack

I am looking to apply for the hotels.com credit card. I have been a hotels.com gold member for years, and I am now interested in obtaining the card. However, I am encountering difficulties with the application process as it is stating that my account is in CAD, while I am a US citizen and have never visited Canada. Although my account information indicates US currency, I am unable to proceed with the application. I reached out to customer service a week ago, but despite an initial contact, I have not received a follow-up. As a loyal customer who frequently uses hotels.com, I am disappointed with the lack of resolution for this issue and the perceived inefficiency in addressing it. I am eager for a solution to this problem so that I can proceed with my credit card application. If this matter is not resolved promptly, I may need to consider ceasing to use hotels.com. I would appreciate a clear response regarding this matter.

On 9/6/[redacted], I recently made a trip reservation through Hotels.com, and upon reviewing my emails, I noticed a promotion stating that bookings made between 8/5/[redacted] and September would contribute to supporting UNICEF for Covid vaccines. I kindly request that the booking I made on 8/10/[redacted] for the Hampton Inn in Absecon/Galloway ACNJ not be included in this donation, as it goes against my religious beliefs as a Jehovah's Witness to remain neutral in political matters and organizations. Thank you for your consideration on this matter. Sincerely, Ms. D

Dear Support Team, I need assistance with my Hotel Botaniste reservations in Paris. The first reservation ([redacted][redacted]) is for two nights without breakfast, and the second ([redacted][redacted]) is for one night with breakfast. I redeemed a coupon for each booking as a member of Hotels.com rewards program. The hotel canceled our reservations due to being closed for being a new establishment. Despite their offer to relocate us to another hotel, we did not receive the information in time. I contacted Hotels.com for a comparable alternative in the same neighborhood, but so far, no satisfactory solution has been provided. The refund is not the main issue; it's the inconvenience before our upcoming wedding anniversary trip. I expect support to arrange a replacement stay at a similar price and location. Additionally, I require the two pending reward stamps credited to my account promptly. With our travel imminent, I appreciate a swift resolution to this unexpected and distressing situation. Thank you.

Hello, I have a question for you. We made a payment for a hotel booking on Hotels.com. Due to Covid-19, we received a voucher for booking at the same hotel, Grand Hotel Ischia Lido. We have been trying to book for a while, but the website still shows that the hotel does not have available dates. We are planning to visit Ischia in October. Is it possible to access any updated data from Hotels.com? We are looking to accommodate two people, for example, for 4 nights from October 14th to October 18th, [redacted]. Can the voucher be redeemed? Thank you very much for your response! Best regards, Dita and Roman Popel, Czech Republic

I had a reservation for 2 rooms at the Hampton by Hilton in Revere, MA through Hotels.com on 9/2/[redacted] for $[redacted].92. Despite the hotel having no record of my reservation upon arrival, both Hotels.com and the hotel acknowledged it was in the system. However, the hotel did not honor the guaranteed price, and after multiple calls with Hotels.com, I was still charged $[redacted].22 the next day for the rooms. This was $[redacted].30 more than the agreed price. I would like Hotels.com to refund me the difference as they were responsible for the reservation. - S.H.

I accidentally made a booking due to my cat stepping on my phone. The room I was looking at was $[redacted], but I got charged $[redacted]. After being on hold for an hour, I panicked and used a robot to cancel, not realizing I wouldn't get a refund. Eventually, I found a legitimate phone number on Gethuman.com and talked to a person at GetARoom who advised me to contact the hotel directly. I reached out to Hampton Inn in West Madison Wisconsin and spoke to a woman named JAX who canceled my reservation. Then, I informed GetARoom, and Harold assured me he would handle it, but I still haven't received any updates. I am hoping to get my $[redacted] refunded as promised by Getaroom.

I made a reservation over a month ago, but I never received a confirmation number. I assumed I could pay at the Residence Inn in Franklin TN upon our arrival today. However, when I visited Hotels.com to find the address, there was no record of my reservation. After calling the hotel, they informed me that they had no record of my reservation and had limited availability at a higher rate than initially quoted. This experience is very disappointing, as I have always been able to easily reach customer service in the past. I am frustrated by the lack of communication and would appreciate speaking to a live representative to understand why this occurred. Kindly arrange for someone to contact me directly to provide an explanation.

I am having trouble cancelling my hotel reservation. The hotel advised me to cancel through Expedia, but when I contact them, they claim to have no record of my booking. I also attempted to reach out to Hotels.com without success. Despite providing the confirmation number given by the hotel, neither Expedia nor Hotels.com acknowledges it. I urgently need to cancel this reservation as it is costly, and I will not be able to travel that weekend. The reservation details are as follows: The Celeste Hotel, Orlando, a Tribute Portfolio Hotel, for October 8th to 10th, with a check-in on October 8th, at [redacted] North Alafaya Trail, Orlando, FL [redacted], USA. The hotel's phone number is +1 [redacted], and the confirmation number is [redacted]. I have not received any emails or texts regarding this booking, which is unusual, as I typically book directly. I would appreciate any assistance in resolving this issue promptly. Thank you.

My recent stay at the hotel was disappointing, and my attempts to contact the virtual assistant were unsuccessful. On the contrary, I have had pleasant experiences at the SpringHill Suites in Washington, PA, during my previous stays. The last night's stay felt subpar, like a fake dollhouse. I paid $[redacted] but received limited amenities, such as only decaf coffee and a shortage of basic supplies like tissues and adequate lighting. The room lacked proper lighting, and some light bulbs were even out. Despite being offered free WiFi upon check-in, I couldn't access it without a code. Additionally, when inquiring about the availability of the hot tub during the pandemic, I was informed it was closed without much explanation. These shortcomings left me feeling dissatisfied with my stay.

Good morning, I am having issues redeeming the hotel voucher for April next year that I received. I followed the provided instructions by clicking through the original email, both the Tesco link and redeeming the clubcard coupon. However, when entering the voucher code, I received an error message stating it's for email subscribers and can only be used if clicked through from the email. Can you please advise on how I can successfully redeem this voucher? Thank you, Derek S.

I was charged for a gift card purchase that was returned. I have been trying to contact Hotels.com customer service by phone, email, virtual chat, and other listed methods for over 24 hours regarding this issue. After booking through them, I realized I was charged more than my previous stay at the same hotel. This recent stay at the hotel has been my worst experience ever. The room was dirty, the premises were unsafe and hazardous, and the area seemed crime-ridden. The front desk agent was unprofessional, rude, and even smoked and cursed while working outside the lobby. Despite being a loyal customer to Hotels.com for years, I feel they have been disloyal and dishonest in their dealing with me. The service I received was below standard. I feel like I did not receive the service I paid for, and my money from SSI benefits was essentially stolen without any refund back to my card.

I was charged for a gift card purchase that was returned, and I have been trying to contact Hotels.com customer service via phone, email, virtual chat, and other listed methods for over 24 hours regarding this issue. After booking through them following the returned purchase, I noticed that I was charged more than my previous stay at the same hotel, which has been the worst hotel experience I've had. The room was filthy, the premises were unsafe and hazardous with crime, and the front desk agent was rude and unprofessional, working outside the lobby while smoking and using coarse language. Despite my years of loyalty to Hotels.com, I feel betrayed and unsatisfied with their service. I am requesting a refund of the $[redacted] charged for the returned gift card purchase and the $83.19 for the current hotel stay so I can book through a different agency for another night due to ongoing home repairs. Hotels.com could have easily avoided losing a customer by addressing this billing issue promptly.

I made a hotel reservation a couple of weeks ago through hotels.com for the Village Motor Inn in Austin, Texas. When I arrived, the hotel had no record of my reservation and no available rooms. They charged my Visa card, and despite contacting hotels.com, I have faced delays and broken promises about a refund. They mentioned giving me credit for the error, but that hasn't happened either. I'm frustrated by the lack of resolution after being left without accommodation due to a system glitch. The lack of communication and follow-through has been distressing, especially since the issue was not resolved before I had to find alternative accommodations.

I have used Hotels.com for many years without issues, but recently, I encountered problems with two bookings. For a Baltimore hotel in July, I had to cancel due to my sick mother, and while the hotel agreed to a refund, Hotels.com claimed they couldn't reach the hotel to confirm, resulting in additional charges. Similarly, a New York hotel stay was disappointing; the room had bugs, leading to a refund offer from the hotel, contingent on going through Hotels.com. Despite speaking directly to the hotel manager, Peter, Hotels.com insisted they couldn't contact them, causing unresolved issues. The customer service representatives' lack of assistance and failure to follow up on promised callbacks left me feeling frustrated and disappointed. I seek a resolution as I cannot afford to lose money on subpar accommodations. I am keen to escalate this issue to corporate for a satisfactory outcome.