Hotels.com Customer Service Issues

I had to cancel my reservations with Hotels.com at The WYNN in Las Vegas for March 6th, 7th, and 8th due to a medical emergency. Despite the policy stating cancellations were free up to 24 hours before arrival, they charged me a $[redacted].67 penalty. My wife had a serious accident and needed rotator cuff surgery on March 3rd, [redacted]. Her doctor advised against traveling. I have a medical report from Dr. Ahmet R. Karaca supporting this. I am requesting a full refund of the penalty amount. I can provide a copy of the medical report upon request. Thank you.

I reserved a room for a doctor's appointment in Little Rock, but was informed around 3 pm that it had been changed to a video call the next day. I attempted to cancel using the itinerary number, but the agents were unable to locate my booking. Despite providing my email and phone number, I was unsuccessful in canceling. I even removed my debit card details, but that did not resolve the issue. Can you please refund the $[redacted] to my bank card promptly? It was unexpectedly challenging to cancel this one-night stay and I appreciate your immediate attention to this matter.

I made a reservation at Hilton VA Beach hotel on [redacted] Atlantic Ave, but I haven't received a confirmation email with my itinerary number. I've been unsuccessful in reaching a customer service associate. I attempted to contact the 1-[redacted] number, but it was unhelpful since I don't have the itinerary number. I've never had this much trouble canceling a reservation with Hotels.com in all the years I've used their service. Now, due to an emergency and a change of plans, I can't get in touch with them.

I am currently logged into my Hotels.com account, but the website is indicating that I have no trips booked. This is inaccurate because I have upcoming travel plans. In three days, I am scheduled for a Spring Break vacation with hotels booked for both the departure and return legs between Wisconsin and Florida. Additionally, I have another trip booked for May in Appleton, WI. I am feeling anxious as I need to access the details of my Florida trips promptly to plan my journey. I am puzzled as to why the website is displaying incorrect information, even showing an itinerary from [redacted] instead of the current year, [redacted].

I recently booked a room at Chocolate Express Hotel in Hummelstown, PA on Hotels.com for a friend and her daughter. However, upon visiting the hotel, I was surprised by the discrepancies between the website and the actual place. The hotel, run by a gentleman from India, lacks the amenities advertised, such as a pool and housekeeping. Additionally, there were safety concerns like no parking lot lights and the building being dark by 8 PM with no other cars around. I believe the hotel's false advertising could mislead others into booking. I need a refund of all charges to my checking account promptly and a call from a Hotels.com representative to discuss this issue. The owner of the hotel should be held responsible for the misleading information on your site, as it reflects poorly on Hotels.com. I urge a quick resolution to this matter.

**Rewritten Post:** Hello, I made a reservation under the name Dubrovsky Taller Margarita at Diplomat Hotel in Sliema, Malta through Hotels.com (itinerary: [redacted][redacted]). The hotel offers a shuttle service and accommodates late check-ins. I have sent three emails requesting a transfer booking and a late check-in, but the hotel has not responded. Below is the content of the letter: --- The reservation is made under the name Dubrovsky Taller Margarita at Diplomat Hotel through Hotels.com (itinerary: [redacted][redacted]). There will be two of us arriving on the night of 04/20/23 at 00:55. We require a late check-in and wish to arrange a transfer to the hotel. Could you please provide details on the cost, how to organize this, and how to identify the correct vehicle? Thank you.

Hello, I've been experiencing issues with the hotels.com website and app for hours now. Every time I try to make a booking, I receive a message telling me to "try again later." The virtual chat function is not providing any helpful solutions and seems to be sending me into an endless loop. When I called the [redacted] customer service number, I was informed that they can only assist with existing bookings and there isn't an option to help confirm a new booking. Can someone please help me with making a booking? Thank you.

I made a reservation through hotels.com but the room I received had mold, a bad odor, and the door couldn't lock, appearing to have been damaged. Requesting a room change was met with difficulty and resistance from the staff. After hours of persistence, we were moved to another room where the shower didn't function at all. The treatment we received was rude, especially considering it was our anniversary trip. I am seeking a refund for this experience and hope to communicate with someone fluent in English.

I ended up paying twice for my hotel stay because of a miscommunication between hotels.com and the hotel. Initially, I paid hotels.com for the booking and then had to pay the hotel upon arrival. There was a mistake in my booking, and after changing the dates, the hotel did not have the updated information. I possess confirmation emails for the entire process. Since the trip was directly paid to the hotel, I am seeking a refund from hotels.com for the unnecessary double payment.

On March 7, I made a hotel reservation in Marble Falls, Texas for two nights totaling $[redacted].48. Unfortunately, my 87-year-old mother suffered a fall, ending up in the ICU at the local hospital in Marble Falls. I directly contacted the hotel to explain the situation, and they kindly canceled my reservation for the nights needed. Despite my efforts to cancel through hotels.com due to the circumstances, I encountered issues as the system indicated the booking as already completed. I tried engaging in a chat multiple times to resolve this without success, as the chatbot couldn't comprehend the urgency. I have relevant documentation to support my case regarding my mother's ICU admission. I trust the hotel staff can verify the emergency. As a next step, I initiated a dispute with PayPal, and the dispute number is PRR0OR[redacted]57. Should you need to reach out to me, please do so at [redacted]. Thank you.

I made a reservation that was approved, but when I arrived with my child who has narcolepsy and other disabilities, the booking was canceled. I recently had a similar issue with Expedia booking the wrong date, costing me $[redacted]. I used all the money I had to book this room, and now I have no place to stay with my child. The cancellation refund will take 7 to 10 days, leaving us without a place to sleep.

I made a reservation last night, 4/18/23, for a check-out on 4/19/23 at the EconoLodge near Raymond James (RJ) Stadium in Tampa, Florida. However, upon arrival, the rooms did not resemble the pictures at all. The first room we were given smelled strongly of marijuana and tobacco. We requested a different room, but the one we were then offered had cockroaches in it. Due to these issues, we chose not to stay and would appreciate a refund for our reservation.

I made a hotel reservation through Hotels.com for 3 nights but needed to change it to 2 nights. However, I was informed of a $[redacted] penalty, which was not part of my original agreement. After contacting customer service through chat, they tried calling the hotel to make the adjustment but were unable to reach them. I had to call the hotel myself, and they mentioned that they hadn't been contacted by Hotels.com. Despite the helpfulness of the hotel staff, the issue remained unresolved, and the responsibility seemed to fall back on me. I have been in communication with both the hotel and Hotels.com multiple times over the past 4 days, trying to change my booking without penalties. Despite being told it was changed during the last chat, my trip on Hotels.com still shows the original booking. I am frustrated by the lack of progress after 4 days of effort as I have a full-time job and cannot continue this back-and-forth. I want to cancel the entire trip without any fees and receive a full refund.

I visited the Wyndham Chelsea, MI website, but ended up booking through Hotel.com for a total of $[redacted].97, which included all fees. However, I never received the confirmation email as promised. Checking my credit card statement, I noticed a charge of $[redacted].97 plus a booking fee of $15.99. I urgently request a full refund to my card and to cancel the booking immediately. After contacting Wyndham customer service, I was informed that I had booked through a third party. Hotel.com did not disclose this information and only quoted me the $[redacted].97 price without mentioning any additional fees. Wyndham quoted me $84.91 for the room directly. Please process the refund and cancellation as requested within 24 hours. Thank you, Kevin P. Moran

I made a booking at Motel 6 South in Ukiah, CA, but I actually want to book at Motel 6 North. I canceled my initial booking and tried to make a new booking. However, the gift card I used had a balance that was $1.90 less than the total amount. I received a new gift card number and pin, but I can't locate the booking with the $1.90 shortage. It seems like I might not have enough funds to make a new booking. I would like to consolidate all my eCard funds onto one card so I can proceed with booking the room at Motel 6 North. I was supposed to have checked in by now.

I utilized Hotels.com on the morning of March 15, [redacted], to book a same-day reservation at Sleep Inn in Norfolk, VA. I selected the Pet Friendly filter on the website while searching for a hotel in the Virginia Beach, VA area, as we were in town for a funeral. Sleep Inn was listed as a pet-friendly hotel, so I made a reservation using a credit card. Upon arrival at the front desk, the clerk was discussing with another guest over the phone that cats were not allowed at this location, contrary to my booking where only dog-friendly was specified. This miscommunication left me frustrated after a long day on the road. I requested to cancel the reservation after the clerk recommended three nearby hotels that did not allow pets or cats. Fortunately, we found accommodation at Laquinta Inn to resolve the situation. Reviewing my credit card statement, I noticed a charge of $[redacted].85 for a stay I did not complete. I am seeking a refund for this amount. My reservation number was [redacted][redacted].

Yesterday, I contacted Motel.com to confirm my cancellation. The representative I spoke with insisted that I couldn't cancel directly with the hotel. Despite my attempts to explain that I had cancelled and even providing the cancellation code I received from the hotel, the agent continued to disagree. Frustrated, I requested to speak with a supervisor, as I felt unheard and unimportant. The interaction left me feeling disrespected, especially since I work in customer service myself. Eventually, after discussing the situation with the supervisor, it was suggested that I call customer service for a refund. The experience was stressful and could have been resolved more efficiently if the agent had provided me with the customer service number promptly. Customer service is vital, and this encounter with Motel.com left me disappointed with the handling of my reservation cancellation.

Dear Sir/Madam, I made a reservation at a hotel in Paramaribo, Suriname with reference Itinerary # [redacted][redacted]. I needed to change the date of my booking and received a call from someone at Hotels.com with the number +[redacted]16, asking for my card information to make the adjustment. They explained that due to the hotel's policy, I would lose the initial amount I paid. After providing my card details, I noticed that money kept being deducted from my Visa card. I would appreciate your assistance in resolving this matter. Thank you, Njoka Walter Laye

I encountered issues trying to make reservations at two different Motel 6 locations on separate occasions via the Hotels.com app. Despite room availability, I couldn’t secure lodging, impacting my loyalty points as a new Silver member. This experience may be causing missed business opportunities and customer dissatisfaction. I have receipts for the stays in question. - Glenn H.

I inadvertently created two accounts. One of them, registered under my name, Jose R., is inaccessible due to a broken iPad and a possibly obsolete email address. My most recent reservation was at the Ramada Hotel in Greece, Attika, in late October/early November. The hotel was closed, and I was relocated nearby. I have email confirmations for both bookings. Additionally, I believe there are nine nights available for exchange in that account. I linked an expired AMEX card and a corporate Mastercard to the account.