Hotels.com Customer Service Issues

Dear Expedia/Hotel.com, I would like to report an issue with a guest staying at our property. Yesterday, the guest experienced a lack of internet in their room due to a faulty unifi adapter that was not available on the island or in the USA. We accommodated the guest by moving them to another room temporarily and offering a discount. Despite resolving the internet issue in the original room, the guest remained discontent and confronted me aggressively after breakfast the next day. If the guest chooses to seek a refund and stay elsewhere, we are willing to cooperate. However, if they decide to stay until their scheduled departure date and continue to be uncooperative, we may need to distance ourselves from any further responsibility. Should you require additional information, please don't hesitate to reach out. Best regards, Rinesh Manager, Curacao Suites

I made a reservation for 1 night at the Bohemian Hotel in Celebration, FL through hotels.com for April 17. Unfortunately, due to a family death, I needed to cancel the reservation. When I contacted the representative, Meavra, I was informed that I couldn't receive a refund or credit because I booked a nonrefundable rate. I later found out online that the same room I booked had a free cancellation policy until April 16 with a full refund option. My hotels.com reservation number is [redacted][redacted] under the name DeMaso. I have always been satisfied with hotels.com in the past and would appreciate if someone could look into this issue and get back to me. You can reach me via email at [redacted] Thank you for your assistance. Judy DeMaso [redacted]

I am experiencing issues with my reservations being canceled. Despite making a reservation with a live agent and receiving a confirmation number via email, the reservation does not appear in my "TRIPS." Furthermore, I am unable to access my reward points. Today, I made a reservation with reservation number [redacted][redacted], which is also not showing up. When contacting hotels.com, I keep receiving the same four responses: inability to authenticate the credit card, unable to authenticate the cardholder, purchase declined by the credit card company, and account history (without further explanation). However, the credit card company has confirmed there are no issues with my card, suggesting the problem lies with the system. I urgently need this matter resolved.

I booked a room at the Best Western Plus in Bloomington, Minnesota through hotels.com for Saturday. Upon arrival, there were cleanliness issues with blood on the comforter, ripped lamp shades, ants in the bathroom, and dirty walls. The front desk staff promised a refund, but I was later informed I needed to process it through hotels.com. I am struggling to reach hotels.com for assistance. If you can offer guidance or suggest a contact, please reach out to me via email at [redacted] or phone at [redacted]. The booking was under Nathan Clements for April 9, [redacted], with confirmation number [redacted][redacted]. Thank you.

Regarding the recent stay, I departed a day early due to inclement weather. I handed over the key to the housekeeping staff early in the morning to prepare the room for the next guest upon my early departure. Despite the hotel agreeing that a refund for one night should be issued for checking out early, they mentioned that since the reservation was made through your platform, the refund process needs to go through you. The hotel's policy initially indicated free cancellations. As per their guidelines, checking out before 3 PM should not incur any additional charges. I kindly ask for your assistance in processing the refund accordingly. Thank you for your attention to this matter.

My name is Ashley Raboy. I had booked a hotel accommodation at Myra and Medelaine's Place in Puerto Galera, Philippines through Hotels.com for April 14-17, [redacted]. I received confirmation with reservation number [redacted][redacted], and the booking was fully paid. Upon arrival, the hotel had no record of my reservation as they were no longer affiliated with Hotels.com. I spoke to the owner who explained the situation. I am disappointed as my family vacation was affected. I request a refund promptly. Thank you.

I made a reservation at the Holiday Inn in Alexandria, VA through Hotels.com assuming that I could cancel for free with a 3-day notice. Unfortunately, my husband fell ill, and now Hotels.com is informing me of a one-night penalty because the cancellation period was not 7 days in advance. Being retirees on a fixed income, we cannot afford this $[redacted] charge. I reached out to Holiday Inn, and they mentioned a willingness to waive the penalty, but they directed me back to Hotels.com since the booking was made through them. I attempted to contact Hotels.com, but I only seem to reach their automated system, which insists on the penalty fee.

I had a reservation at a hotel at the end of February. Upon arrival, I encountered a noisy group in the lobby and was directed to use rear entrances due to ongoing renovations. The hallway was cluttered with construction materials, making it difficult to walk through. Homeless individuals were even blocking the stairwell to my room. When I finally reached my room, the door was partially open, leading me to feel uneasy. I informed the clerk, who apologized, and I ended up staying at another hotel nearby for $[redacted]. Despite contacting Hotels.com twice, I have yet to receive a promised refund for the night. My review seems to have gone missing as well, even though I was assured it was submitted. I am finding it challenging to communicate with customer service as calls get disconnected frequently. I hope to resolve this situation promptly.

As long-standing customers of Hotels.com, my husband Nicolas Guttmann and I, a journalist from Belgium, wanted to share our disappointing experience with one of your partner hotels, HOTEL DU MAIL ANGERS in France. The hotel misuses your booking system and provides poor service to guests. We believe you should reconsider working with them. If needed, I am willing to provide more details on their actions. It is concerning how they treat clients and misuse your platform. I also reached out to the local tourism office in ANGERS and the tourism director of the region regarding this matter, and it seems others have complained as well. It's important for Hotels.com to address this issue promptly. Regards, [redacted].

I encountered an issue with the hotel.com app last Monday trying to reserve a 7-night stay at Knights Inn in Lebanon, Tennessee. It would have earned me my tenth stamp towards a free night. Unfortunately, the website was down due to technical problems. I attempted to book through different accounts and the hotel's internet, but the site remained inaccessible. Consequently, I made the reservation at a higher rate using the card on file. I am currently staying at the hotel and possess both the receipt and the coupon I had planned to redeem. I am not seeking a refund but am interested in receiving credit for the 7 stamps that I missed out on due to the website malfunction.

Our June [redacted] trip to San Sebastian got canceled due to Covid. Hoteks.com refunded my payment, and Tesco issued me a new Clubcard coupon for £[redacted], confirming it via email on 22/09/20. The original booking was for Hotel Zenit San Sebastian with confirmation #[redacted][redacted]. The Clubcard coupon number is CVTES675:EH3TJ6S. Trying to use it for a new booking at the same hotel for June, I used the provided link and the hotels.com/tesco link, both unsuccessful. Attempts to resolve via live chat failed as the numbers aren't recognized. We managed to book flights with the voucher accepted by EasyJet, but urgently need to resolve this issue.

On May 5th, I attempted to book a room multiple times but was unsuccessful. My bank refunded the money to my account thinking the bookings didn't go through. However, I recently noticed a deduction of [redacted] euros from my account today, which has left me puzzled. I haven't used your service, and I would appreciate it if you could refund the money back to my account. The charge appeared on my bank statement as Hotelscom916.

Subject: Refund Request for Cancelled Stay at Hotel Royal Westminster, France After years of unsuccessful attempts to obtain a refund for a cancelled hotel booking in the south of France made through Hotels.com, I am escalating this matter. The hotel cancelled our stay at Hotel Royal Westminster in Menton, France in [redacted], and despite receiving vouchers for a future stay, they are not feasible for us due to event cancellations. I seek a refund of £[redacted].28 paid to Hotels.com in October [redacted] for a trip that never materialized. The hotel claims they never received payment from Hotels.com for this booking. Multiple attempts to resolve this issue through Hotels.com and the hotel were fruitless, prompting my involvement with the UK International Consumer Centre. This agency received confirmation that the hotel never received the payment, necessitating a refund directly from Hotels.com. Failure to address this within two weeks will result in legal action. I have changed my bank account since the original payment, so please ensure the refund is processed accordingly. Regards, B. J. Boor

I am disputing a charge from a hotel stay that I did not attend. Despite canceling within the required timeframe, the charge was debited from my bank account. My attempt to resolve this via the hotels.com chat feature proved unhelpful as the agent avoided answering several of my questions. They even encountered difficulties when attempting to call me, claiming there were audible issues. This experience has been frustrating, and I remain bewildered as to why I was billed for a stay I did not make.

We reserved a room at Clarion Inn in Fort Collins but were accommodated at Quality Inn & Suites, which seemed to be a budget extended stay facility. Despite having paid for the Clarion a month in advance, we received a receipt from Quality Inn the next day and felt we did not get what we paid for. Due to an overbooking issue, we were not allowed into the room until late in the evening, making it challenging to find other options during a busy college commencement weekend. The room had shortcomings like missing pillowcases, limited lighting, no phone or clock, and electrical issues. After some confusion with the management, we were eventually allowed to stay but were disappointed with the quality of the facilities. Despite our efforts, the hotel staff initially struggled to locate our registration the next morning. We are seeking a refund from Hotels.com and will retract the credit card dispute once resolved. Photos are available as evidence of our experience.

Dear Customer Service, I made a hotel reservation in NYC through Hotels.com for May 20, but had to cancel due to my wife testing positive for COVID. I'd like to adjust the dates to June 12-14 at Hotel Hilton Times Square with no charge, being a loyal customer. Contact details are as follows: Hilton Garden Inn New York Times Square North 30 W 46th St New York [redacted] NY, US Phone: +[redacted]0 Hotels.com Reservation Details: Reservation Number: [redacted] Check-in Date: May 29, [redacted] Check-out Date: May 31, [redacted] Stay: 2 nights, 1 room Total Price: [redacted].34 € Thank you for your assistance in changing the dates. Best regards, Istvan Komoroczki, Dr.

We stayed at Extended Stay I90 in Schaumburg, IL. During check-in, despite having a reservation, we were initially told there were no rooms available. After speaking with a supervisor, we were able to secure a room. However, the room had maintenance issues like a loose toilet seat and a lack of towels and washcloths. Furthermore, we experienced difficulties with the key card and the breakfast provided was limited to just coffee and hot cocoa. We left early to find an alternative breakfast option. Overall, our stay was far from satisfactory, and we believe we are entitled to a partial refund for the inconveniences we faced.

I recently made a booking at Olsen Art Hotel in South Yarra, Melbourne, Victoria, Australia for 2 nights on the 8th and 9th of May [redacted]. Due to a family funeral, the booking was rushed and I did not receive a confirmation or booking number from your organization. After contacting the hotel directly, they did not locate the initial third-party booking. Upon our arrival, the hotel discovered two bookings but could only cancel the direct one. Unfortunately, they were unable to address the booking for the unintended third night. The hotel encountered difficulties communicating with your organization, and our attempts to contact the Singapore number were unsuccessful during office hours. The situation has been quite frustrating, and I kindly request a refund for the unused third night. Prompt acknowledgment of the booking concern could have expedited the resolution process. I am hopeful that someone can assist in resolving this matter promptly. Best regards, Peter S. Email: [redacted] Phone: +[redacted]3

I made a reservation for my Godson, Jose S., on 5-20-22 at Red Carpet Inn Airport/Cruiseport in Ft Lauderdale, FL, for the same night, one-night stay. Unfortunately, when he arrived at the hotel, he couldn't check in because of an issue with his debit card. The MOD, Alicia, explained that a deposit was required, which he couldn't provide that day. She suggested canceling the room and made notes in the booking details. I only have a picture of the business card with Alicia's name. I need assistance getting a refund for the booking since he couldn't check-in. I've tried various methods to resolve this online but without a confirmation email or booking details, I'm unable to reach a live person via phone. This process has been quite frustrating. My name is Danny R., and you can reach me at [redacted] or through my email. Thank you.

I have a reservation at Olsen Art Hotel in South Yarra, Melbourne, Victoria, Australia for 2 nights on May 8th and 9th, [redacted]. Due to an urgent situation, I made another booking directly with the hotel as I did not receive a confirmation or booking number from the initial reservation made through your organization. Upon arrival, the hotel had two bookings for us but could only cancel the one made directly with them. They were unable to assist with the booking for the extra night. Communication between the hotel and your organization was challenging, and efforts to contact your Singapore office during business hours were unsuccessful. I'm frustrated by this situation and seek a refund for the unused third night that was mistakenly booked. A prompt acknowledgment of the initial booking might have expedited the resolution. Your attention to this matter would be greatly appreciated. Thank you, Peter Spiegel.