Hotels.com Customer Service Issues

I made a reservation through the Hotels.com website on 8/9/23. The hotel was nothing like what was advertised online. Upon entering Room [redacted], we were shocked by the level of filth throughout the property. Despite requesting a different room, the front desk clerk informed us that all rooms were in similar conditions. We asked for a refund to stay elsewhere as the hotel did not match its online description. The clerk directed us to contact Hotels.com for a refund. I have photographic evidence showing the misrepresentation. The Hotel Boston turned out to be a motel with rooms directly exposed to the outside. The bathroom and other areas were unsanitary and unacceptable, with broken blinds, a dirty shower, rusty radiator, and a strong odor of smoke. I am requesting a full refund of $[redacted] to my Discover Card due to the disappointing experience. Despite our efforts to resolve the issue with the clerk, we were met with no assistance.

Membership number [redacted]5 I visited the hotels.com website to find accommodations in Nottingham for the dates of Friday, November 18th to Sunday, November 20th. I came across the Best Western Plus. Yesterday morning, I noticed that 2 twin rooms were available for a secret price of £[redacted], inclusive of breakfast and refundable. However, when I tried to book yesterday afternoon, the secret price for the twin rooms was no longer available, only for the standard double rooms. It seems unfair that the secret price changed so suddenly. Could you please investigate why this price shift occurred? I would like to book the 2 twin rooms at the initial secret price of £[redacted]. Thank you for your assistance. Regards, Sandra P.

On Saturday, August 13, my family and I experienced a major issue with our reservation at the hotel in Watertown, NY near Ft. Drum. Despite booking through hotels.com, we arrived to find there was no room reserved for us. We had to wait for an hour and a half in the car with three frustrated 7-year-old girls due to this mistake. Although we were eventually accommodated elsewhere, our deposit has not been refunded. The hotel was not up to standard - it was unclean, the pool was dirty, there were bugs in the bathroom, and a mildew smell emanated from the fridge. Additionally, there was confusion with the booking date and price, which only added to our frustration. This entire ordeal was unacceptable, and as a result, we will no longer be using this service. We are requesting the prompt return of our deposit.

Upon arrival at Hotl Blossom City in Amsterdam, I was disappointed by the poor greeting from the owner manager who was engrossed in a conversation with a repairman during check-in. The room turned out to be much smaller than expected and did not include the promised breakfast. Additionally, the reception requested a €50 cash bond for good behavior which was unexpected. After a long 36-hour journey, we were too tired to contest these issues. The room itself had multiple problems such as a non-closing shower room door, an awkwardly placed toilet beneath the basin, and inadequate hot water supply. Feeling unsatisfied, I am now looking to cancel my booking and find better accommodations. How can I go about doing this without forfeiting the entire amount already paid?

Confirmation Number from Hotels.com: [redacted][redacted] Arrival: Friday, August 12, [redacted] Departure: Saturday, August 13, [redacted] Stay at Rosepan Guest Lodge in Letlhakane, BW Contact Number: +[redacted]7 Hello, I wanted to address an issue with my recent booking. Upon arrival, the hotel was unprepared, with no one aware of our reservation, rooms not ready, no Wifi, and the place unclean. We had to find alternate accommodation. Despite informing you immediately and requesting a cancellation, I noticed that my account was still charged. I hope to receive a refund for this inconvenience. Thank you.

I made a reservation on your site on August 20 with hotel reservation number [redacted][redacted]. However, the hotel owner denied my booking, claiming they don't work with your site. I then realized I mistakenly emailed [redacted] instead of [redacted] The owner wanted to remove the hotel from online listings to avoid credit card fees. This situation caused a lot of trouble as I traveled with my kids to the mountains only to find out my paid reservation wasn't honored. I hold hotels.com responsible for this chaos and request a full refund. Thank you. - Dunia A. Email: [redacted] Phone: 1 [redacted]

I communicated with a customer service representative through chat to inquire about a promo code issued to me a month ago. During my last stay, I encountered a series of issues where my reservation was not found, and after several hours of inconvenience and exhaustion, I finally secured a room and received the said promo code. However, when I attempted to use it recently, I was informed by a different agent that the code had been canceled as I was not charged for that specific booking. Despite explaining my previous experience and the assurance that the code could be used within a year, the agent was unhelpful and claimed there was no resolution. As a frequent user of hotels.com for business purposes, I hope for a satisfactory resolution to this matter and the reinstatement of the promo code. For further communication, please contact me via email at [redacted] The promo code in question is GWC5Y63ATX. Thank you.

I am looking to get a refund for my recent stay at Travelodge by Wyndham Enid, Oklahoma. The hotel manager, Theresa Teague, has agreed to the refund but requires Hotels.com to authorize it. My booking confirmation number is [redacted][redacted], and the last 4 digits of the card used are [redacted]. The hotel's phone number is [redacted]. If I do not speak with a live agent who understands American English soon, I will escalate this matter to the Better Business Bureau and the Oklahoma State Department of Health. I am frustrated with the customer service phone system at Hotels.com.

Regarding my recent stay at Logis Hôtel les Terrasses in Longpont with booking reference [redacted][redacted], I wanted to share my feedback. We checked in on the 5th of September [redacted] and stayed until the 7th of September [redacted]. Initially, we expected to pay 236EUR plus approximately 50EUR for any additional charges. However, we were surprised when we received a bill for 380EUR. After discussing this discrepancy with the owner, he kindly adjusted the bill to a lower amount. The issue arose from a difference between the price quoted by Hotels.com and the actual rates set by the hotel owner. This discrepancy has been previously highlighted by the owner to Hotels.com. I believe it would be beneficial for your platform to align the prices with the hotel's rates to avoid such surprises for guests. While I am not requesting a refund personally, I suggest resolving this matter with the hotel. Following this experience, I may reconsider using Hotels.com in the future if there are discrepancies in the published prices. Best regards, Nick Thrower

I made a reservation at Kyriad - Le Havre Centre for a one-night stay on September 22, [redacted]. I printed my confirmation on September 17, [redacted], noting the hotel name. However, upon arrival on September 18, the hotel was demolished. I had to make a new reservation elsewhere and missed any email notifications while traveling. It was only when I reached the new hotel with Wi-Fi access that I saw emails from Hotels.com and the hotel about the closure. This caused unnecessary stress. I believe I shouldn't be charged for the missed hotel booking due to the unexpected closure. The signage at the new hotel was also unclear, adding to the frustration. I have been unable to find a phone number for HOTELS.COM for assistance. I appreciate any help with this situation.

Upon arriving at the Red Roof Inn in Clifton Park, NY on September 23rd, I encountered several issues with my room. The hotel staff couldn't locate my reservation initially, and when I finally entered the room, I found multiple maintenance concerns. These included a broken door, with only the deadbolt functioning, loose molding with exposed nails, a cracked bathroom sink, rust on the bathroom door, peeling wood, and a significant mold patch above the toilet. The conditions were unsanitary and made both my daughter and myself feel unwell. I departed early the next morning due to the condition of the room. After contacting the hotel, Anabelle and her manager, Samantha, were involved in addressing my complaints. However, my conversation with Samantha about resolving the issues and receiving a refund was met with rudeness and defensiveness. I am eager to have these serious issues resolved promptly. Thank you.

I had originally booked rooms for September 23rd to September 25th, [redacted], but had to change the dates due to my partner contracting COVID-19. I contacted the hotel and hotels.com right away. After some back and forth, I received an email confirming that hotels.com had spoken to the R Inn in Desborough to move the dates. I double-checked with the R Inn, then tried to contact hotels.com as instructed. Despite several attempts, I had to resort to emailing and using GetHuman to reach them. Upon arrival at the hotel on September 30th for the new dates, I discovered that my booking hadn't been processed, despite having an email confirming the changes. I had to pay again for the room. The R Inn confirmed my original booking was canceled, so now I am seeking a refund from hotels.com. I have struggled to find a working number to contact them and wasted a lot of time on this. I am hoping for a prompt response on how to secure a full refund of £[redacted] for the two nights.

I am a cancer patient undergoing chemotherapy every two weeks and had to pause treatment on Sept 27 due to severe reactions. I had planned a much-needed getaway to the mountains but had to change my travel dates due to Hurricane Ian. I made a reservation through Hotels but paid Linville River Log Cabins directly. Initially, they agreed in writing to allow me to change the dates, but later retracted their offer. I was promised a refund if they could rent the cabin, but now they are offering me only a partial refund of $81 instead of the $[redacted] previously mentioned. I feel deceived and frustrated by the situation. I request a fair resolution as promised or the option to choose new dates. This situation feels unfair and needs to be resolved promptly.

I would like to discuss my reserved stays at three hotels in the US that were paid for on January 10, [redacted] but never utilized. The payments were made in British pounds: £[redacted].15 for Circus Circus in Las Vegas, £[redacted].67 for Europa Hostel in San Francisco, and £[redacted].71 for Hollywood Inn Express North in Los Angeles. I have been in contact with John from Hotels.com regarding refunds for two of the hotels; however, the funds have not been transferred to my account despite assurances. Additionally, I am facing challenges in obtaining a refund for the third hotel stay at Europa Hostel in San Francisco despite efforts to contact them directly and through Expedia. It has been two years and eight months since the payments were made, causing the value of my money to decrease due to inflation. I have also tried reaching out via email to Hotels.com without success. I look forward to a prompt resolution in accordance with consumer protection laws in the US. Regards, Zbigniew Izdebski.

We reserved a 3-night stay at the Empire Apartments in Blackpool. Unfortunately, we are facing issues with a blocked toilet and a malfunctioning TV that constantly turns off. Despite contacting the apartments directly multiple times and being promised that the matter would be addressed urgently, we are still stuck in the same situation on our third night. The unpleasant smell from the toilet and lack of TV service are unacceptable, especially considering the hygiene policies advertised on your website. We have sought advice from Citizens Advice who informed us of our rights under the ICC UK Consumer Rights. We are unable to endure another night in these conditions and have decided to relocate to the Arncliffe in Blackpool until our scheduled check-out on the 22nd. We expect the first night's cost to be covered by your company, and we intend to utilize the £25 voucher provided to us. This experience has been traumatic, and we simply wanted a peaceful getaway. It is crucial to address these issues promptly rather than deflecting responsibility.

I made a reservation at Motel 6 through hotels.com, but the area where the hotel was located felt unsafe. During check-in, I noticed someone getting arrested and saw many suspicious individuals around the property. Upon entering the room, I found that the door lock was not functioning correctly, which added to my feeling of unease. Due to these safety concerns, I decided to find alternative accommodation for the night. I am requesting a refund, either in full or partial, considering the poor safety standards of the location and the faulty door lock in the room.

RE: Emma Dale Booking Reference: [redacted] Crowne Plaza Hotel Birmingham N.E.C. 29 October Hello, I made a booking on the Hotel.com app on 24/25 October for the Crowne Plaza Hotel Birmingham N.E.C. Despite not receiving a confirmation email, I was informed by the hotel that the initial booking did not go through. After making a second booking, I promptly received the confirmation email. Upon my check-in on 29 October at the Crowne Plaza Hotel Birmingham N.E.C, I paid for the room directly with my debit card. The payment of £[redacted].90, including 2 breakfasts, was debited from my account on 31/10/22. Unexpectedly, on 1/11/22, another payment of £89.00 was deducted from my account for the same room. I believe this to be a system error and have escalated the issue with my bank for investigation. I kindly request assistance in resolving this matter and appreciate your prompt attention to refund the duplicate charge. Thank you, Emma Dale

RE: Reservation # [redacted] Guest: J. Milone On November 6th, [redacted], I booked a One Bedroom Deluxe Apartment at Oakwood Hotel & Residence in Kuala Lumpur for a stay from November 13th to November 20th, [redacted]. The hotel indicated they would charge my debit card upon my arrival. However, I later received an email from hotels.com confirming a reservation for a "Deluxe Twin Room" with two beds, which was not the room type I requested. I attempted to modify my booking on their website but encountered issues logging in or creating a new account. I did not receive an email code to set up an account with them.

We had a non-refundable reservation on Tuesday, September 27, checking out on Wednesday, September 28, [redacted], coinciding with the day Hurricane Ian, a Category 5 hurricane, hit central Florida. Our reservation in Jacksonville, FL, fell within a state of emergency. Our original plan to travel to Orlando, FL, to visit Disney World needed to change due to the emergency. Luckily, Disney allowed us to re-book without fees or requiring travel insurance. Unfortunately, Hotels.com did not offer the same flexibility. We were charged $[redacted].08 for the one-night stay. Despite contacting the hotel, Holiday Inn and Suites in Jacksonville East, an IHC Hotel, they were unable to refund us as the booking was made through Hotels.com. Even though Holiday Inn acknowledged the hurricane and sympathized, they mentioned the refund needed to be processed by Hotels.com. I have yet to reach them. The situation makes me believe, especially during a state of emergency, that a refund should be granted. This experience has led me to decide against using Hotels.com or staying at a Holiday Inn in the future. The corporate office assured me of a refund due to the natural disaster, but the hotel manager in Jacksonville apologized and indicated they couldn't refund us. I anticipate a call from them. I believe that during a state of emergency, all fees and cancellation charges should be waived.

We had reservations for two nights at Hotel Catalonia Portal de l'Angel from November 4th to November 6th. We canceled both bookings. However, we were charged for one night on a booking we did not make, Booking No. [redacted], as informed by the hotel manager, 'Huan.' This booking does not appear in "Our Bookings." I kindly request assistance in communicating with the hotel to arrange a refund for the unauthorized charge. Thank you in advance. - A. We ended up staying for two nights at the Yurbban Ramblas Boutique, which was an excellent experience.