Hotels.com Customer Service Issues

Upon checking into our room, we were disappointed to find stains on the sheets and towels. Moreover, the walls and refrigerator were dirty and scratched. We have decided to leave and are seeking a refund. The front desk attendant directed us to hotels.com for assistance and wished us luck. We will be staying elsewhere tonight. I would appreciate it if someone could reach out to me regarding a refund for this unsatisfactory experience. Thank you.

I made a booking for a 3-night stay at Best Western in Port Aransas, TX for April 24th, 25th, and 26th. Due to a family emergency, we had to check out on the 25th and were promised a refund for the unused night. I was expecting my free night to be returned to my account. My itinerary confirmation number is [redacted], and I paid $[redacted].44 at a rate of $[redacted].55. I have been experiencing difficulties logging into Hotels.com as it keeps redirecting me and not accepting my password. I am eager to have my "free night" refunded as soon as possible.

Ma femme et moi utilisons vos services régulièrement sur deux ordinateurs distincts. Nous avons ouvert deux comptes. Incapables de nous reconnecter au premier compte, nous avons créé un deuxième compte. Nous n'avions pas envisagé de fusionner nos comptes, mais suite à votre alerte de fermeture de mon compte inactif depuis un an, je vous prie de les combiner sous l'une de ces deux adresses : [redacted] ou [redacted]

Hi there, I spoke with the hotel and they confirmed your cancellation. Based on the information I found on their website, cancellations are allowed until today. Your booking for The Gallivant Times Square on May 17-18 for Leonardo Pezza in a Standard Room with 1 Double Bed and Multiple View has been cancelled. You should expect a refund in 3-5 business days. I've also managed to cancel the travel protection as per your request. While the refund for the hotel reservation hasn't been processed yet, the cancellation has been confirmed. I will follow up with the hotel to ensure the refund is authorized. Please bear with me for a moment. Thank you for your patience.

I had a reservation for April 29 at the Hampton Inn in Bordontown, NJ. Due to a sudden family emergency, we were unable to cancel the reservation in time. We are hoping to use the no-show charge to reschedule our stay. The hotel indicated they are willing to accommodate this request, pending approval from you as the third party. This reservation was for a special occasion that is important to us, and financially, it is a significant commitment. At the time of the emergency, our focus was solely on that situation. Thank you for your understanding and assistance in this matter.

I am having trouble accessing my account on hotels.com due to a reported data breach. When trying to reset my password, after entering the 6-digit code, I encountered issues with captchas not appearing as requested. The error message prompted that the issue was on hotels.com's end. I would appreciate it if a representative could reach out to me to aid in changing my password. I am hesitant to switch to a different company as I have a reward night pending, hence the urgency in resolving this matter. Thank you.

I need to cancel my reservation due to illness. The hotel directed me to contact hotels.com. I engaged in an online chat and spoke with a representative named Andreason, who went by Andrei. After informing him of my situation, he claimed to have contacted the hotel on my behalf. Despite waiting for 15 minutes, Andreason returned to convey that the hotel denied my request to waive the cancellation policy. I have saved the chat transcripts as evidence. Subsequently, I phoned the hotel and conversed with the same individual from earlier, given its small team. I disclosed the outcome of my interaction with hotels.com. The hotel staff mentioned that they had not been contacted by anyone. They explained their lack of control over reservations made through third-party platforms like Hotels.com. I urgently need to either cancel my booking or reschedule my stay.

I reached out to the [redacted] customer service line for assistance, but it seems there was confusion regarding the type of number required. They requested a confirmation number instead of the itinerary number I provided. Despite searching, I could not locate the confirmation number, only finding the itinerary number on my printed reservation paper. Consequently, I attempted to reach out via email to Hotels.com on May 18 to modify my reservation, but unfortunately did not receive a response. Without the confirmation number, I'm at a loss as to how I can alter my booking without incurring penalties. On top of this, the automated customer service line abruptly ended the call when I couldn't provide the correct number. I truly hope to avoid any penalties by making a simple change to my reservation. I am experiencing significant frustration over this situation. It would greatly help if someone from the customer service team could contact me at [redacted] to resolve this matter. Thank you for your assistance.

On May 9th, I made a reservation for a 2-night stay at the Holiday Inn Express in Gananoque. Subsequently, I noticed a charge on my Mastercard statement from Hotelscom for $[redacted].52. I initially assumed this was payment for my upcoming stay on July 12th to July 14th. However, upon learning that the hotel does not charge until after the stay, I contacted the Gananoque hotel only to discover there was no booking under my name. Regrettably, I inadvertently deleted the confirmation email containing the booking details. At the moment, I am feeling extremely stressed about this situation. Any assistance would be greatly appreciated. Thank you. - Margaret

I recently booked a stay at “Tandem Pórtico Alicante Suites” in Spain from July 30th to August 2nd. However, after checking my email, I noticed the reservation is actually for May 30th to June 2nd, which is not possible as I am not in Spain until July 25th. I contacted the hotel, and they suggested reaching out to address this mix-up. The hotel mentioned the reservation was made through Expedia, but I used Hotel.com for booking, so it seems there was some confusion. I need assistance in arranging a refund for this error, as it was not me who made this booking error. Thank you.

I believe someone attempted to use my credit card for a reservation unauthorized. My card details were saved on my account until this morning, when I removed them. There was a $1 charge yesterday, probably to check the card's validity. I haven't noticed any other charges but want your assistance in identifying the individual behind this and obtaining a refund. Despite repeated attempts to call, I have been unable to get through for help.

I had made a reservation at Prestige Inn in Houston, TX for a two double bed suite for myself and three guests. Upon arrival, I realized my reservation only accounted for two guests, not four as intended. I need to update the reservation to reflect the correct number of guests to avoid extra charges. Additionally, I encountered an issue where I lost my new ID and the hotel did not accept my outdated license. As a solution, my fiance booked a room under his name. I am requesting to change the reservation from myself to my fiance to prevent any financial loss due to this situation. I appreciate your prompt assistance in making these adjustments without further delay after already losing a day.

I would like to inquire about my rewards/free nights with Hotels.com. I was informed that my free nights would expire on July 18th, [redacted]. However, I had discussed with Hotels.com the possibility of my husband being able to travel for a few days in July. Unfortunately, as of today, June 29th, [redacted], my husband's doctor has advised against any travel in July due to his upcoming back surgery on July 10th, [redacted]. I am wondering if there is a way to extend the expiration of my free rewards/free nights until July [redacted] so that both my husband and I can use them together. I hope to receive a response from Hotels.com soon. Thank you, S. Lukeas.

Travel Itinerary [redacted][redacted] Hello, I need to cancel the reservation for Siegfried Kälber. I had an accident with my trike just before entering the Netherlands. Another driver bumped into me from behind, preventing me from continuing the tour due to the damage. Luckily, my colleague Martin Oberst, who has the second room reserved, was able to proceed with the tour alone and will occupy his room as originally planned with you. Please confirm this cancellation. Thank you for your assistance. Best regards,

I had a reservation for Cheryl McD. on June 25, [redacted], but upon arrival, the hotel had a power outage due to a recent storm. After waiting for an hour with no estimated time for the power to return, we had to find another hotel. When passing by on June 30th, the hotel was fully booked, and we found out the power only returned on Tuesday. The hotel mentioned seeking a refund through the booking source. Can you assist me with this situation? Thank you.

I accidentally made two bookings under my name, Elfrieda Nichols, for a two-night stay at TownePlace Suites Hixson TN on 7-7. I need to cancel one of the reservations under Elfrieda Nichols and keep the other reservation under Charles Nichols for the same dates at the same hotel. The initial confirmation email for the first booking went to an old email address that no longer exists. I was advised to rebook as nothing showed up under the last four digits of my credit card. I made a new reservation, but when I contacted the hotel, it turns out there are now two paid reservations.

I am experiencing an issue regarding my booking at Strandhotel Vier Jahreszeiten Buckow for June 25th-26th, [redacted], through Hotels.com. Upon arrival, the owner mentioned there was no booking in their system and offered the room at the regular rate of 75 Euros instead of the higher amount paid through Hotels.com. I paid the 75 Euros but have yet to receive the refund of [redacted] Euros overpaid. Despite contacting the hotel multiple times via phone and email, the issue remains unresolved. Has the hotel owner contacted Hotels.com to cancel the reservation, and what steps should I take to address this situation? Thank you, M. Barner

I was trying to book a room online, and when I confirmed the booking, there was a price increase of $10. After multiple attempts of the price going up and down, I ended up canceling the reservation. When I tried again later, I realized that my credit card was charged multiple times. I need assistance to rectify this and ensure only one charge for one room for one night.

Complaint regarding recent stay. During our stay at Ibis Styles Glasgow Central from Friday, June 23rd to Sunday, June 25th, we paid £[redacted].40 for bed and breakfast through Hotels.com. Upon checking into room [redacted], we encountered a blocked toilet that was not resolved despite immediate reporting to the staff before heading out for the day. Unfortunately, upon our return, the issue remained unresolved, leading us to use public toilets overnight and prompting interactions with the night porter and subsequent staff. We were eventually moved to a smaller room, [redacted], due to the initial room being out of commission. Despite our inconvenience, the staff’s response was limited to apologies, leaving us dissatisfied with our stay and seeking compensation, preferably not being charged for the first night. I have contacted Accor/Ibis through their contact form to address this issue. Sincerely, Stephen W. Membership Number: [redacted]

I need to discuss my Hotels.com rewards. None of my previous stays or free nights are showing up correctly, and only my Expedia account seems to have the correct information. My Hotels.com account shows no recent activity, which is inaccurate. Also, there's a new deadline to maintain my status that I was not informed about. I have been a loyal customer for a long time, and if this issue is not resolved, I will have to stop using Hotels.com and Expedia. Thank you, Rowan.