Hotels.com Customer Service Issues

Booking Reference: [redacted][redacted] Joanne H. I made a reservation at a Taj Hotel for Saturday, February 5th, for 2 nights. I've tried calling with no success. Unfortunately, my 16-year-old daughter has been admitted to the hospital, and I need to cancel the booking. I used Tesco vouchers to book and they advised me to contact you for a credit voucher to rebook later. Please reach out to assist with canceling my reservation. I will be at the hospital with my daughter who is in surgery today, but I can take your call. The hotel confirmed that the booking can be canceled without fees through Hotel.com. Thank you for your help, looking forward to your response. Jo Holmes

I purchased a Hotels.com gift card valued at $25 from their website as a Valentine's Day gift. I selected to have the e-card emailed around 10 a.m. this morning. It has been 12 hours, and neither I nor the recipient has received any emails. The payment is pending on my Visa gift card, so the funds have been deducted but the gift card has not been received. As a result, I was unable to send my gift on time, which is frustrating. I ended up having to use my account and debit card to pay for their entire room, costing $[redacted], and I am still missing the $25 for the gift card. This was my first time using Hotels.com, and I am feeling extremely upset, angry, and disappointed.

Last month, I booked a motel in Little Rock, Arkansas for February 11th due to a family emergency. Unfortunately, my sister passed away on the same day, so I had to cancel the reservation on short notice. I called the motel and was told they would cancel it but have not received a refund yet. I was informed that if the motel didn't refund me, hotel.com would handle it, but I have not seen the refund in my bank account after checking for over two weeks. I stayed only one night before leaving the next morning. I am reaching out to check on the status of my refund. Thank you for your assistance.

I made a reservation on hotels.com for a hotel in Alicante from the 28th of February to the 5th of March. I flew from NY to Madrid and then took a train to Alicante. The train experience was quite scary. My return flight is on March 5th from Madrid at 1:25pm but due to delays, I am thinking of going to Madrid on the 4th instead. I contacted hotels.com hoping for some understanding in this unexpected situation, but I was repeatedly told it was non-refundable. Despite explaining my long history as a good customer, there was no empathy or flexibility. My husband and I have been loyal customers for nearly a decade, yet they showed no consideration for changing one night. I expressed my disappointment, highlighting the risk of losing a customer, but I was met with resistance. This experience has been frustrating, and I hope someone at hotels.com reads this and empathizes with my situation.

I am Robert Clarke. I booked a night at Farnham Estate Cavan for £[redacted].99 on Saturday 26th through your website. Despite not receiving confirmation, I initiated a chat on Monday morning. After a lengthy process involving my bank, I provided the authorization code at 08:57. I was promised a call within an hour, but 24 hours later, I heard nothing. The hotel confirmed my booking, but it cannot be found in your records. I seek a detailed explanation and resolution on this matter. You can reach me at [redacted] or [redacted]1.

I took my son to a hotel in Tucson, where we currently reside, for an affordable Rodeo Holiday adventure. With my husband's passing in February, I try to keep my 7-year-old engaged with outings to manage his grief and create shared memories. I chose to book a stay at the GLH Hotel through Hotels.com for a single night as seen in photos with a decent rating. Despite some minor room issues like a non-working TV and no phone, I proceeded with the stay due to budget constraints. However, around 10:30 pm, I encountered multiple cockroaches in the bathroom, prompting me to leave immediately with my son. The hotel promised a refund but directed me to Hotels.com. Despite several attempts in the last 3 days, I have been unable to reach a live agent for a refund of the room charges after the unsettling bug incident.

In January [redacted], I was in jail for ten days, and during that time, my Social Security direct deposit of $[redacted] was made into my Chime account. Unfortunately, my account was compromised, and unauthorized transactions occurred on Hotels.com. To seek reimbursement, I have been advised to contact your company. I need to obtain the specific details of the bookings: 1. The exact hotel that was booked. 2. The name under which the hotel reservation was made or that of the guest who stayed there (as hotels require identification). Chime and I are working to collect all necessary information for the prosecution of these individuals who targeted a Social Security recipient. The details of the transactions are as follows: 1st transaction: #[redacted] Amount: $72.80 Date: February 1, [redacted] 2nd transaction: #[redacted] Amount: $[redacted].10 Date: February 1, [redacted]

Good afternoon, I am the tenant of the Rose and Crown in Burwash, UK. Mrs. Rebecca Bew was scheduled to stay with us for 2 nights from Saturday, February 19th, checking out on Monday, February 21st. Mrs. Bew had prepaid £[redacted].00 for the room. Unfortunately, that weekend we experienced a power cut in the village due to severe weather conditions affecting the region. We were without electricity and heating for 5 days, so we informed Mrs. Bew not to come to the village as we couldn't provide accommodation or food. Consequently, she had to find alternative accommodation. I noticed that the room still appears booked on our electronic calendar, indicating the customer has not been refunded. After our internet connection was restored, I contacted Hotel.com to process the refund for Mrs. Bew. I kindly request urgent assistance in arranging the full refund to the customer's account. I look forward to your prompt response. Best regards, Mireille Fabre Tel: [redacted] [redacted] [redacted] (Tenant of the Rose & Crown)

Last night, my flight was canceled at around 11:30 pm in MIA, so I went to the website to book a hotel nearby. It was challenging to find an available hotel due to many being sold out. Eventually, I managed to book the Wyndham by the airport. However, I later realized that my reservation date had changed from March 12 to March 13 after midnight. Despite trying for over an hour to correct it online, I couldn't because it was non-refundable. Unfortunately, I ended up spending the night at the airport and am now heading home. I need to cancel my reservation and get a refund since I only intended to stay on the night that had sold out, with no plans to stay tonight.

I had a confirmed booking at Moe Parklands Motel in Newborough from March 13th to 14th, [redacted], with reference number [redacted][redacted]. Upon arrival at 9 am, the director, Ms. Harveen, informed us that check-in was not possible until 12 pm. After returning at 7 pm, we were surprised to find out that our room was given to someone else due to the booking being canceled by Expedia without any prior notice. This was a disappointing experience as we never canceled our booking and received no notification of its cancellation. The lack of communication has disrupted our friends' holiday plans, and we are considering seeking advice from Consumer Affairs Victoria if this matter is not resolved satisfactorily. I hope Hotels.com can explain this situation promptly. The explanation provided by the motel regarding the cancellation cites issues with the virtual card and lack of communication from Expedia. However, the lack of notice has caused significant inconvenience. I request a thorough investigation and resolution to this matter to restore my trust in Hotels.com. Thank you.

I attempted to cancel my hotel reservation for August 1-4 due to an upcoming surgery, but was informed there would be no refund. I tried to change the dates to September 7-10, but the chat disconnected before I could confirm if this change could be made without a penalty. When I check the Hotels.com site, it shows the August dates, but then states that it cannot be located in the system. I have already canceled my flights and am eager to rebook them once I receive confirmation of the updated room dates. Additionally, my correct email address is [redacted], not [redacted] Please note this for future correspondence. Confirmation number: [redacted][redacted].

I made a reservation for 2 rooms at Holiday Inn Express Suites Belmont on March 3-4, under my daughter's name due to uncertainty about my trip. Despite my attempts to use my credit card on my Hotels.com account, I had to book as a guest. The system credited my husband, Lee Goyette, for 2 rooms, even though he doesn't handle bookings. I contacted Hotels.com to rectify this, but was informed it could only be fixed after the trip. The confirmation number provided, [redacted][redacted], seems to be invalid. I am willing to provide all necessary documents for correction so that I receive the credit for the rooms I reserved. Thank you for your attention to this matter.

Travelling from Canada with my two children aged 5 and 8 to Cancun Airport, we hired a shuttle and arrived at 10 pm at our confirmed booking in Playa del Carmen at Hotel Bosque Caribe, only to find the hotel front desk had no record of our reservation and couldn't communicate in English. It seems the hotel had overbooked and had no available rooms, leaving us stranded with our luggage on a busy Friday night. We had to take a $50 taxi to another resort where fortunately they had a room available at a discounted rate, allowing us to rest for the night. Upon returning to Canada, I contacted hotel.com to file a complaint and request a refund, only to be informed that they couldn't reach the hotel for verification, resulting in no refund. This experience has been disappointing, and I will not be using hotel.com again.

I had a booking for May [redacted] through hotels.com that got cancelled due to COVID-19. They provided me with an email stating I had received an e-gift card for £[redacted], but the card details were missing. I am now trying to rebook the break after restrictions lifted, and the new booking form requires a card number that I don't have. I received the confirmation email on 27th January [redacted] with reservation number [redacted][redacted]. The original reservation was for May 4th to May 7th, [redacted], at The Ship Inn Mevagissy under the name of Mrs J Roberts for 4 people. I've contacted the gift card provider, but they couldn't help without the card details. I would like to have this matter resolved and the funds returned so I can proceed with rebooking our trip. Your assistance in resolving this issue would be greatly appreciated.

I have a reservation with confirmation number [redacted][redacted]. Originally booked in [redacted], the concert was first postponed to April [redacted] and then again to May 6th this year due to the pandemic. I tried to contact Hotels.com to reschedule my stay for May 5th check-in and May 7th check-out to align with the new concert date but the virtual support was unhelpful and refused changes. Despite being assured by Hotels.com last year and on their website that reservations would be honored when concerts resumed, I am now stuck with an unused reservation due to circumstances beyond my control. I have been unable to reach Hotels.com by phone, enduring over 15 minutes on hold. I believe I should either be allowed to modify my reservation or receive a refund for the unused portion of my stay, which cost me over $[redacted].00. Your prompt assistance in resolving this matter is greatly appreciated. Thank you. - Leonarda W.

I am experiencing an issue while trying to book a hotel at Best Western Grant Park Hotel in Chicago, Illinois. Each time I proceed to pay, the price suddenly increases by $27, which is unacceptable to me. Despite the website showing a 19% discount, once I attempt to finalize the booking, the cost rises unexpectedly. This inconsistency is frustrating as I have been a frequent user of Hotels.com without encountering such problems before. I wish to secure the deal that was initially presented to me without sudden price changes during checkout. My intention was to reserve a double bed room for $[redacted].20, as indicated with the 19% discount, but this discrepancy is causing me disappointment and mistrust in the booking process.

I have been facing ongoing issues with my booking being postponed twice due to the pandemic. Despite assurances that my reservations would be honored once concerts resumed, I encountered difficulties trying to reschedule. After finally reaching someone who confirmed changes had been made using my existing confirmation number, I requested a new email confirmation which I have yet to receive after nearly a week. When I contacted Hotels.com again to rectify the reservation for two nights at the Hyatt Place Mohegan Sun in Montville, CT, I found that the hotel only had me booked for one night on May 6th instead of the agreed May 5th-May 7th. Despite being on hold for over an hour, I was quoted a new rate of over $[redacted] for the two nights, which I found misleading as I later saw the same reservation online for $[redacted] a night. This experience has left me feeling frustrated and questioning the practices of Hotels.com regarding honoring postponed reservations fairly.

I am attempting to make a hotel reservation using my rewards credit online. However, I am encountering an error message: "Sorry, we are unable to process your request, please try again in a few moments." This issue has persisted for two days now. I have attempted to seek assistance through the online chat support but have not been successful. The phone support service I contacted only deals with existing bookings and does not allow me to speak to a representative. I am frustrated as I have spent hours trying to resolve this problem. I require technical support specifically related to the website. The online agents state that they are unable to assist with applying a rewards balance and that this can only be done through the website. Unfortunately, I am unable to complete the booking online and cannot find a way to contact a helpful support person.

Reservation at Kapetanios Odysseia Hotel in Limassol with confirmation number [redacted]. Stay duration from April 6, [redacted] (from 2:00 PM local time) to April 20, [redacted] (before noon). Room: Standard Room, Courtyard View canceled. Total amount [redacted],00€ with free Wi-Fi and breakfast for two included. Cancellation policy states a 50% fee for changes. Payment made with Mastercard ending in [redacted]. Special request for a small, clean dog was not approved by the hotel. Asking for understanding as a loyal customer.

I used hotels.com to book a one-night trip to the Sandcastle in Myrtle Beach, South Carolina on 4/5/22 with my daughter and two grandchildren. However, our room had several issues that made it uninhabitable. The room smelled bad, had water drops at the door, no linens on the beds, dirty linens on the dresser, stained pillows, marijuana smell from the balcony, bugs in the tub, a previous guest's receipt on the table, a burned candle on the stove, no toilet paper, and miscellaneous plastic wrappers. We left the room immediately and couldn't reach hotels.com to dispute the charge due to these unacceptable conditions. This experience has made me rethink both the location and booking through hotels.com.