Hotels.com Customer Service Issues

I recently booked a hotel room but had to cancel due to a potential COVID-19 exposure with my Daughter. I contacted hotels.com to cancel, but my $[redacted] refund was denied by Embassy Suites in South Jordan, Utah. I spoke with the Manager who mentioned they never received a cancellation request from hotels.com. Despite being a regular guest, I still did not feel comfortable traveling and risking spreading the virus. I kindly request a reconsideration of my refund. The customer service line has been unresponsive. My confirmation number is [redacted][redacted].

Dear all, I wanted to inform you that Anamaria Pripina, our Deputy Managing Director, recently canceled a reservation for our partner due to the rising covid cases in Romania and Ukraine. She has discussed with the hotel and confirmed that no charges will apply, and they have agreed to a full refund. An email was sent by Ana Pripina with all the necessary details. We kindly request your assistance in processing the complete refund for this reservation at Hotel Razvan in Bucharest. Thank you for your understanding and cooperation. Sincerely, Florentina Enache

Dear Customer Service, I have been attempting to utilize a voucher to rebook my hotel stay for several days, but have encountered difficulties. Your representatives claim the voucher is invalid, and despite their assurances that someone will assist me, I am yet to receive any resolution. I kindly request your prompt attention to rectify this issue or provide me with a replacement voucher. Your help is greatly appreciated. Best regards, Carolyn B.

I made a reservation via Hotels.com for a stay at Hotel Hiberia Rome from October 8th to 11th. I needed to provide a Negative Covid test within 72 hours of arrival in Italy. Unfortunately, my test results came back positive on the day of my planned flight. When I tried to reschedule my booking, I was charged [redacted] Euros as a penalty for being one day late. This seems unjust during the pandemic, as the time frame for changing the booking is too long considering the need for a Covid test within 72 hours of arrival, especially with two days of travel time. It would be more reasonable to allow changes closer to the arrival date without such a substantial fee, as it has negatively impacted my long-awaited holiday.

I made a prepaid booking for 3 nights in Dallas through Hotels.com last May. However, in June, the credit card I used was replaced due to theft, which resulted in a new card number. Just before my trip, I had to cancel my stay in Dallas and notified Hotels.com accordingly. Despite this, I have not received a refund because they informed me via email that the reimbursement would go back to my old card. My bank advised me to contact Hotels.com directly. Unfortunately, I've been unable to receive assistance. The virtual assistant couldn't process my confirmation number, and when I spoke to customer service representatives, they redirected me to the virtual assistant. I've since booked another hotel through Hotels.com using my new card and was refunded promptly. I urgently need to update my payment information with Hotels.com to receive a $[redacted] refund. I attempted to email them but only found a contact for gift cards. Their response instructed me to use the virtual assistant again. I've been a loyal customer for over a decade, spending more than $10,[redacted], and I feel mistreated and frustrated at not being able to receive the reimbursement I'm owed. Thank you for any assistance.

I made a reservation at Extended Stay in Sandy, UT with confirmation number [redacted][redacted]. Upon arrival, the hotel informed me that they were overbooked by -5 and I was told that if I canceled, I wouldn't be refunded. Since I can't stay at the hotel and won't be reimbursed, I want to confirm if this information is accurate. It's important for someone to take responsibility for this situation because the hotel claims it's not their fault. I need to know who is at fault in this situation.

I chose a smoking room with a red roof, only to find it dirty with pubic hairs and dirt in the bed. Requested a room change, got another dirty room with the same issue. After trying five rooms, all dirty, asked for a clean room, but was told they don't wash sheets between guests due to lack of housekeeping. They refused to give a clean room and claimed we made up the dirt and hair. I tried to contact hotels.com for a refund but couldn't get through. Each time I call, they say my number wasn't used to book, and the confirmation number isn't in their system. Feeling mistreated and needing a refund as the rooms were unclean and staff uncooperative.

Regarding my stay at B&B Piccadilly House in Catania on October 2nd that was confirmed through Hotels.com, I received a cancellation notification late the night before my trip due to the hosts' illness. Despite understanding emergencies, the sudden cancellation caused inconvenience as we had to scramble for a new place to stay. I believed booking through Hotels.com ensured a guaranteed reservation, but this experience has left me questioning the reliability of the process. While I empathize with the situation, it seems essential for hosts to honor bookings or have a backup plan to avoid last-minute cancellations. This incident marked the second time this summer where a hotels.com reservation encountered issues, prompting the need for consistency and accountability in bookings to prevent customer disruptions. I urge for improved measures to ensure confirmed rooms and propose compensation for the inconvenience caused.

Subject: Formal Complaint Regarding Room Cancellation by Provider October 2nd Catania, Ref. [redacted][redacted] – B&B Piccadilly House – Catania I am writing to file a formal customer complaint as despite my efforts, your Customer Service system has not resolved the issue. I am a frequent traveler and a loyal hotels.com customer who regularly writes travel reviews. I booked a room at Piccadilly House B&B in Catania for October 2nd through Hotels.com. On the night before my trip, I received an SMS saying my reservation was cancelled due to the hosts being unwell. It was challenging to find new accommodation last minute. Booking through Hotels.com should guarantee a room, making cancellations like this unacceptable. Even if the hosts were genuinely unwell, they should ensure existing reservations are honored. This breach of guarantee has happened twice this summer with hotels.com bookings, causing significant inconvenience. Hotels.com must ensure reserved rooms are available, provide compensation for such incidents, and address this issue urgently. Sincerely, Prof. J. P. Forgas

Hi everyone, I'm having issues with redeeming my reward night on Hotels.com. When I tried to redeem a reward night for a stay at Albion House in Rye, UK on October 25th - 26th, the system did not recognize the option and charged my credit card £[redacted]. Unfortunately, the hotel does not allow refunds, so I had to cover the cost instead of using my reward night. I reached out to customer service, but after an hour of discussion, I was informed that nothing could be done. Reference number: S#[redacted]6. I also attempted two more redeem rewards, but they both failed at the security page and got stuck in a loop. This led me to spend two more hours speaking with two different representatives, including Marylou from a Phoenix address. During this process, I received a message on the chat line offering a 20% refund on the original booking, which I discussed with Marylou over the phone before the call was disconnected. Overall, I feel the Reward Night System is not functioning correctly, causing significant delays and frustrations with each booking attempt. I am requesting a more substantial acknowledgment for the lost £[redacted] and suggest a 50/50 compromise to address the difficulties I've faced with all three bookings. Nigel B.

Dear Sirs, I have been attempting to contact you multiple times through feedback and responding to your emails via [redacted] and Expedia but have not received any responses. On August 2, [redacted], I made a payment of [redacted] euros via Raiffeisen Bank using a Visa Virtual account card ending in [redacted], valid until March [redacted]. The payment was for a reservation of the "Romantic Apartment with Gallery" in Budva from August 6 - 16, [redacted]. Unfortunately, it was discovered that the apartment does not exist in Budva and is a spam site. The reservation number is [redacted][redacted]. Upon arriving in Budva, attempts to contact the provided phone number from the Hotels.com site for the apartment were unsuccessful. Local neighbors also confirmed no knowledge of the Romantic apartment. This led to a distressing situation where I had to spend the night in a city park due to Budva being fully booked. Despite receiving emails offering discounts and coupons for future reservations, the experience has left me reluctant to travel with your services again. I kindly request a prompt response and a refund of the [redacted] euros for the non-existent reservation. Thank you. Best regards, Sonja K.

Hello, I received a credit coupon back in January [redacted] for my upcoming trip. Due to the travel restrictions, I couldn't use it within the one-year validity period. I would appreciate it if the validity of this coupon could be extended or if a new coupon could be issued. Thank you. Credit Coupon: Dear Traveler, Regarding your booking confirmation [redacted][redacted], we have issued you a EUR167 Hotels.com credit coupon (code: GWCV995W8S) for your next pre-paid booking. This unique code will expire twelve months from the date of this email. Please refer to this email when making your booking, as the code is not stored in your account and our customer service team does not have access to it. Please review our Terms and Conditions below before use. When booking on Hotels.com, enter the coupon code during payment for the discounted price. For changes or cancellations, contact our customer service. Thank you, Hotels.com Regards, Sella

Subject: Billing Issue Resolution Needed I recently booked a 2-night stay at the Holiday Inn Express and Suites in Silom Springs, Arkansas, through your service. After encountering an issue and trying to cancel one of the nights, I was directed to reach out to Expedia. However, I was unable to find contact information for them. As a result, I have been trying to resolve this matter for over an hour, involving multiple phone calls and emails. Discover card directed me to Hotel.com, which appears on my bill, to request a refund for one night. Despite my efforts, I have encountered language barriers and challenges in seeking help with this refund. I provided screenshots of my bill as requested, but the resolution process seems to be moving slowly. I kindly request a credit of $93.59 on my Discover card as soon as possible. I have been a loyal customer and hope this matter can be resolved promptly to maintain my satisfaction with your services. Thank you for your attention to this issue. Regards, Kathi R.

Hello, I need assistance with my booking itinerary number [redacted]18. Yesterday, upon arriving at Sure Stay Best Western, I encountered concerning activities in the parking lot such as drug use and loud disturbances. The hotel appeared poorly maintained with inappropriate behavior like prostitution. I promptly reached out to a representative to change my booking, but was informed it was not possible. They assured me of a refund, which they mentioned would take over 48 hours to process. Currently, the pending charge of 74.99 on my credit card ending in [redacted] has not been reversed, causing financial strain. I am Florencia L. residing in zip code [redacted], seeking a resolution to this matter as it is my second disappointing experience booking through your service. Please honor the promised refund. You can reach me at [redacted], [redacted], or [redacted]. I hope for a swift resolution to avoid sleeping in my car again tonight. Thank you.

Good evening, My name is Martin Singer, and I am currently a Gold member with your company. Before the COVID-19 pandemic, I had booked a hotel for myself and my partner from Thailand, which I had to cancel due to the pandemic (Confirmation number: [redacted][redacted]). I was kindly provided with a voucher for a future booking at this hotel, and the voucher code is: GWC99WGU9J. I have been trying to rebook this hotel for the upcoming months, but I am unable to do so. As many hotels in Thailand have closed down, not reopened, or gone bankrupt. I have since moved from Switzerland to Thailand and currently live in Hat Yai. With the imminent reopening, I would like to make a new booking. I am wondering if it would be possible to use the voucher for a different hotel here in Thailand, as I am unable to use it under the current circumstances. Your assistance with this matter would be greatly appreciated. Thank you for your efforts and kind regards, Martin Singer

I recently booked a 6-night stay at Temptation Cancun resort through the website. I selected a package that included free airport round trip transfer. However, when I called hotels.com to confirm this detail, the customer care representative was unaware of any such offering. I am reaching out to address this issue promptly. The booking specified free cancellation until 19/12/[redacted], free Wi-Fi, all-inclusive amenities, breakfast for 2, and free round-trip airport transfer for 1 upon request. I had to cancel my reservation because the representative insisted it was the only solution, despite my attempts to seek clarification. I am disappointed with this outcome and seek a resolution before considering rebooking.

I want to report an unpleasant experience at the Microtel Wyndham in Chattanooga, Tennessee. While staying there, I witnessed illegal activities in the parking lot and a disturbance involving the front desk clerks. There were exchanges of drugs and money in plain sight, and the overall condition of the hotel was poor. Feeling unsafe, my family and I decided to check out only an hour after arriving on November 5th at 4 PM. The front desk clerk mentioned issuing a refund and suggested reporting the issue to hotels.com. This experience was unacceptable, especially since it was my daughter's wedding weekend, and we had to find alternative accommodation last minute. I request a refund as we didn't even stay for an hour due to safety concerns.

I had a miscommunication regarding the booking of a hotel room and need to cancel my non-refundable reservation. The hotel insists I renew the security deposit, causing a delay of 7 to 10 business days for a refund. I require my reservation to be canceled promptly, and the funds to be refunded so I can book another hotel. Contacting the hotel is an option if necessary.

After traveling all day and through the night, we sought lodging. Earlier, we visited a grocery to cook a healthy meal, prompting the need for a kitchenette. Contacting hotels at 5 am, we struggled until reaching a lady at Extended Stay America Suites in San Carlos, CA. She assured us of available rooms for a check-in after 7 am on Nov. 12, [redacted]. Despite it being 30 miles from our intended destination, we headed there due to her information. A second call confirmed the 7 am check-in and shower accessibility, critical for my recent knee surgery. Upon arrival 15-20 minutes early, we were told by a different staff member that check-in was not possible until 12-1 pm, disregarding our situation. Now stuck in the parking lot with melting groceries after almost 20 hours of driving, this treatment is unacceptable. I hope this issue can be resolved to prevent others from going through a similar experience. This is just plain wrong. Best regards, The Bourcy's

Hello, my name is Peter O. I made a reservation and payment for an 8-night stay at Relax Inn Hotel in Bugibba, Malta on August 19th. The booking is from December 16th to 24th. However, I have not yet received any confirmation from you or the hotel. I have tried contacting you on seven different phone numbers without success; they are disconnected or require a booking reference that I did not receive when I booked online. I've struggled to find a current email address but attempted to email at [redacted] with no luck. During a recent visit to the hotel in Malta, they had no record of my booking. Additionally, it appears your chat bot is unavailable. £[redacted].56 has been deducted from my account with the payment reference HOTELSCOM[redacted][redacted] UK.HOTE. Kindly provide me with a booking reference and confirm my reservation. Thank you.