Hotels.com Customer Service Issues

I recently arrived in Rome for my stay at Laterani Suites from October 30 to Nov 2, with confirmation number [redacted][redacted], only to find out upon arrival that the hotel had been closed for the past 8 months. It took 50 minutes, but the relocation services found me another place to stay. Unfortunately, this caused me to miss my planned visit to the Vatican, costing me 40 Euros for the tickets, plus extra transportation across town. This was a disappointing start to my trip and made me question the reliability of bookings through Hotels.com. I hope this issue can be resolved promptly. Thank you for your assistance. - B. Rosenbaum

Membership Number: [redacted]27 Dear Customer Service, Last year, I faced issues with my Tesco vouchers when my trip got canceled due to Covid. Tesco had to replace my vouchers as you did not provide the promised replacement vouchers. Recently, I had to cancel a booking to visit my Grandchildren because my grandson tested positive for Covid. I contacted your website for a refund but had difficulty navigating the re-arrangement process or canceling. The agent I chatted with was unhelpful and ended the chat abruptly. Tesco informed me that you claimed to have sent a replacement voucher, but when I tried to use it, your website indicated it had been used multiple times. This experience has led to frustration and a loss of £[redacted] in accommodation costs. Your lack of refund policy and poor customer service are unacceptable. I urge you to improve your practices to better serve your loyal customers. Sincerely, June W.

While traveling from Copenhagen to Ålborg, we were notified at Århus that all train services to Ålborg were halted due to a storm. Sadly, we had to retreat to Copenhagen. The hotel was accommodating about the cancellation but requested that we contact you. Our order number is [redacted][redacted] at Hotel Helmand Phoenix. Our check-in was supposed to be today, and check-out tomorrow. We appreciate your understanding of the inconvenience caused by the weather conditions. Regards, H.L.

I had a booking with Hotels.com canceled due to Covid-19. After receiving a Covid voucher, I used it for a new booking but had to cancel due to illness. Despite assurance from multiple Hotel.com agents, I am unable to use the voucher for a new booking. The deadline is approaching, and I urgently need this issue resolved to make a new booking or receive a refund.

I used to have two accounts with hotels.com. One account got closed, so I've been using the other one. I booked a hotel in Springfield, Illinois for Saturday with my active account without any issues. However, when I made a reservation for Sunday at the same hotel, it was mistakenly placed on my old closed account. As a result, I haven't received credit for my previous night stays. How can I rectify this situation and ensure the bookings are correctly allocated to my active account? Thank you.

I made a reservation at Hampton Inn-Southfield MI for $[redacted].26 for six nights but need to cancel due to health concerns and Michigan's high Covid cases. Karen advised me the rate I selected is non-refundable. I've been a loyal Hotels.com user for 15 years and even recommended it to friends. Can Hotels.com make an exception given my circumstances and refund a portion of my payment? I'm disappointed but hopeful for a resolution. Harry Teichert

I am inquiring about booking number [redacted][redacted] made on Nov 21, [redacted]. I canceled my reservation on Nov 25 within the specified time frame. Unfortunately, SmartyHotel Homburg claims they never received a cancellation from Hotels.com, resulting in a charge to my credit card. The reservation does not show up in my Hotels.com account under previous bookings, indicating it was canceled. Could you investigate this matter, clarify the situation, refund the amount of €[redacted] to my credit card, and provide me with an update via email? Thank you. Sincerely, K. Bohl

Dear Hotels.com Team, My partner and I made a reservation for a night at "Casa Colleverde" through your website on Saturday, July 31st at 10:30 pm. Regrettably, the payment of €[redacted].55 went to Hotels.com, and we couldn't check in as the hotel reception was closed by 10:30 pm. The refund for the amount has not been processed back to my partner's bank account. Reservation Confirmation Number: [redacted][redacted] Guest Name: Marc J. Dates: July 31st - August 1st Total: €[redacted].55 Kindly refund the specified amount to the original payment method or provide a timely response to this matter. Thank you in advance for your attention to this issue. Best regards, Vivian M.

Dear Sir or Madam, I made a reservation in February [redacted] for a stay in Durban from April 26 to April 28, [redacted], with confirmation number [redacted][redacted]. However, due to the Coronavirus lockdown, the hotel was closed, and I did not receive any communication from Hotels.Com or the accommodation itself. Upon contacting The Waterfront Hotel & Spa by Misty Blue Hotels, they mentioned they hadn't received payment from Hotels.Com as they can only claim it once the guest has received the service. I am looking to rebook accommodation for December 28, [redacted], and I am open to changing to a different hotel in Durban if needed. Please assist in rescheduling my booking for that date. Thank you. Best regards, Z.M. +27 73 [redacted]

I stayed at Hotel Carinena on 25.09.[redacted]. Upon checking out the next morning, I was told the bill was 50 euros for the room. I mentioned that only 38.50 euros were due since I had already paid 16.50 euros at booking. The Hotel charged the full amount to my current account, which I don't typically use while traveling. I prefer using a credit card to avoid extra charges. Thank you, A. Moffatt UK-based with no phone contact

I reached out for assistance regarding my last two bookings. The representative mentioned a free rewards night, but I have since made a total of 12 bookings with 12 different confirmation numbers, yet I have not received my free night. I am frustrated and upset about this situation. I am looking for a resolution, ideally by receiving my free night as soon as possible, and maybe an additional night for the inconvenience. I chose this app for its rewards, but I feel like I could be benefiting more from other hotel loyalty programs. I hope to have this matter resolved promptly.

I have tried to cancel my car rental that I booked through hotels.com. I contacted hotels.com, but they couldn't find my booking. Then I reached out to Nu, the car company where I would pick up the car. They directed me back to hotels.com. I then tried to contact cartrawler, another link in this rental, but my message failed to send. I need to cancel the car rental quickly as I have been charged for a service I no longer need. Here are the details from hotels.com: the charge will show as CAR HIRE on my bank statement; Booking Ref: US[redacted]50; Partner: Hotels.com; Transaction Amount: $[redacted].28; Payment Method: MasterCard ending in [redacted]; Transaction Date: [redacted]-12-10. The rental details are: Pick-up Location: Miami - Airport (Florida) on [redacted]-01-02 at 10:00 and Drop-off Location: Miami - Airport (Florida) on [redacted]-01-06 at 10:00.

Hello, I am Dr. Kim D. Kelley. My wife and I spent Dec 27th-29th, [redacted] at Travelodge Las Vegas. The location was great, however, we encountered several issues during our stay. There was a significant water leak under the bathroom tiles, causing us inconvenience when showering. The bathtub was in poor condition, and the lamps were difficult to operate. Additionally, the door had trouble locking properly, requiring us to prop it closed with a chair. Despite notifying the front desk, it took a considerable amount of time for assistance to arrive, and the issue was not resolved effectively. Upon checkout on Dec 29th, we were informed about the ceiling leak and advised to seek a refund through Hotel.com. We hope to hear from you soon regarding this matter. Thank you for your attention. Sincerely, Dr. Kim D. Kelley

I need assistance with a cancellation from the hotel. My confirmation number is [redacted][redacted], and the booking number is [redacted]. The hotel canceled my reservation on December 20th due to closure on December 28th. I couldn't stay at the hotel, which led me to cancel my visit to Goch. Even though I tried to cancel directly on Hotels.uk, the hotel couldn't be reached. I expect a refund as I didn't initiate the cancellation. I sent multiple emails to [redacted] but was informed that they are not responsible since it's a booking through hotels.uk. Please acknowledge the hotel's cancellation and process my refund. Wishing you a Happy New Year! Best regards, Reinhard Fangmeier. Contact: +49 6[redacted], mobile: +49 [redacted].

I need assistance with a cancellation from a hotel. My confirmation number is [redacted][redacted], and my booking number is [redacted]. The hotel canceled my reservation for December 28th as they are closed. I couldn't stay there, so I had to cancel my trip to Goch. Despite trying to reach the hotel through Hotels.uk, I couldn't get through for a direct cancellation. I expect a refund as the hotel canceled my booking. I have contacted [redacted] multiple times for help with this issue. I was informed that hotels.uk is responsible for the booking. Please acknowledge the hotel's cancellation and process my refund accordingly. Thank you. Best regards, R. Fangmeier

I have a gold member account with hotels.com that I haven't used in a while. I prefer to speak to a human agent rather than using the Virtual system. Can you please connect me with a human agent to help me sort things out for booking a hotel for a few days? I appreciate your assistance in allowing me to communicate with a real person as it was before. Thank you for your help.

I recently stayed at Days Inn in Johnson City, TN and encountered several issues with the room. Despite booking the last available room through hotels.com, we were relocated to an outside room upon arrival due to our small pet, resulting in an unexpected $25 pet fee. The room was unsatisfactory with roach eggs in the bed and what appeared to be an old blood stain on the shower curtain, indicating a lack of proper cleaning. When addressing the problems with the staff, the manager offered little assistance, suggesting we should have requested a room change in the middle of the night. The photos on the website were misleading as the actual conditions of the hotel did not match the online portrayal. Seeking a full refund if the situation is not resolved promptly.

I mistakenly double-booked a room in Varadero, Cuba, through Hotels.com and Expedia. I cancelled the reservation with Expedia for Jan 17-21, Res #[redacted]57 due to illness and COVID-19 restrictions. Despite assurances from customer service and the owner, I am struggling with the automated system as it does not recognize the cancelled reservation. I am seeking a refund of $[redacted].24 charged to my MBNA credit card ending in #[redacted]. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you, Janet.

I would like to reschedule my hotel reservations in Ireland that I had previously arranged with one of your representatives. I utilized Reward nights for these bookings in [redacted], but due to COVID travel restrictions, my trip was canceled. As a gold member of hotels.com (membership #[redacted]2), I wish to make the following new reservations: 1. Adare, Ireland (May 16-18, [redacted]) - Duraven Arms Hotel (first choice) or Adare Manor (second choice). 2. Killarney (May 18-21, [redacted]) - Killarney Avenue Hotel (first choice) or Arbutus Hotel or Killarney Tower Hotel. 3. Kinsale (May 21-24, [redacted]) - Acton Hotel, The Trident, or The Post House. 4. Limerick (May 24-26, [redacted]) - Savoy Hotel or Strand Hotel. I can be reached at my email, [redacted], or on my cell phone at [redacted]. Kindly provide me with the necessary information or reach out if you have any questions. Thank you, Todd.

In March [redacted], I initially booked a hotel for £[redacted] but had to cancel due to Covid. Received a voucher valid until May [redacted]. In March [redacted], the voucher was extended to December. In November [redacted], rebooked the hotel for £[redacted] using the voucher and paid the remaining balance by credit card. When the second booking was cancelled due to a family emergency, Hotels.com refunded the extra charge and assured the voucher's validity until December. Encountered issues when attempting to reuse the voucher, as it appeared used. Despite multiple attempts via online chat and calls with Hotels.com, reassurances were made regarding a new voucher within 24-48 hours, but none were received. Promises from various representatives for a replacement voucher ranged from 3 to 10 days leading up to the voucher's December expiry. Frustratingly, after many failed attempts and communication with Hotels.com, the promised replacement voucher never materialized, resulting in the loss of £[redacted]. Despite continued complaints, no resolution has been achieved with Hotels.com.