Hotels.com Customer Service Issues

Subject: Urgent Assistance Needed - Booking Refund Dispute Dear Hotel.com Customer Support, I am writing to address the upsetting issues encountered with a recent booking through your platform. Despite diligent efforts to resolve the problem, I have faced challenges in receiving a refund and communication from both the hotel and Hotel.com. This has resulted in significant stress and disruptions, impacting my plans and finances. The reservation in question was for a one-night stay at 'Cossy room close to lake in Chicago' located at [redacted] North Kenmore Avenue, Chicago, from June 24, [redacted], to June 54, [redacted]. Upon discovering that the hotel could not honor my reservation due to full occupancy, I promptly canceled as per their instructions, anticipating a swift refund. Regrettably, I have been unsuccessful in obtaining updates or assistance from either the hotel or Hotel.com, despite numerous attempts. I appeal for your immediate attention to resolve this matter, including a prompt refund, aid in communicating with the hotel, and compensation for the stress and inconveniences endured. Your swift action and response are crucial in restoring my confidence in the services provided by Hotel.com. I eagerly await your reply and a favorable resolution to this situation. Thank you for your prompt intervention. Sincerely, M. S. Vyas

I'm disappointed with the hotels not honoring their promise to send me coupons for a free night or a discount. I was given a credit as compensation for waiting for four hours on the phone with them while they tried to figure out why the coupon they claimed to have sent never arrived in my inbox. This caused me to miss out on the Fourth of July weekend. Even after giving up and trying to use the credit later, they are now refusing to let me redeem it.

I'm requesting for the hotels to send me the coupons promised for a free night or $[redacted] credit. I was given the credit as compensation for the inconvenience of being put on hold for four hours while they tried to sort out why the coupon they claimed to have sent to my email never arrived. I spent the Fourth of July weekend waiting while they failed to resolve this issue. After giving up, when I tried to redeem my non-existent credit, they refused to let me use it. They mentioned a $[redacted] credit coupon and also claimed to have credited $[redacted] to my account. Despite multiple calls and confirmations of the credit's existence, they are not allowing me to access it.

I received a confirmation for a booking on 6/11/[redacted] at B&B Süd Genshagen-Ludwigsfelde No. [redacted][redacted]. However, I noticed in the confirmation that the price is only guaranteed with a booking of a related travel service, namely a security certificate, which was not mentioned before. Does this mean the price can be arbitrarily increased? Additionally, I believe I made a booking for 6/25/[redacted] at Best Western Airporthotel Fontane in Mahlow but did not receive a confirmation email. The chat option is not helpful at all, as there is no progress. I am feeling a bit anxious because the reviews for hotels.com are quite negative.

For the past two days, I've been encountering an error message saying, "Sorry, something happened in error. Please try again," when attempting to book my reservation using my rewards free night. Despite reaching out to chat support, they indicated that they were unable to assist me and escalated the issue promising a same-day callback. Unfortunately, I have not received any follow-up and was informed that nothing could be done on their end. I urgently need to make a reservation for today using my earned free night, but have been unsuccessful on the website, app, and multiple devices. As a platinum member, it is disheartening to feel neglected based on my status. Your help in resolving this matter would be greatly appreciated. Thank you.

I booked a non-refundable room at Holiday Inn Express Hotels & Suites in Great Barrington, MA for one night on August 5th. My daughter generously gifted my husband and me tickets to a Tanglewood performance and then surprised us with a room at a different hotel for after the show. This is a special birthday and anniversary gift. I am hoping to cancel my reservation at the Holiday Inn Express without facing charges for the one-night stay. My reservation number is #[redacted][redacted]. Thank you.

I recently stayed at the Quality Inn in Show Low, AZ for three nights. Unfortunately, there was no breakfast available the first two days of my stay. On the third day, the breakfast only consisted of cereal and a few opened milk cartons. I was concerned about my safety as the door strike plate was not properly attached, allowing the door to be easily pushed open from the outside. In addition, I found the light switch to be in poor condition, requiring me to turn it with my hands. The reading lights in the room were not functional, and the floor felt sticky. The curtains had holes in them, and there was black mold present in the air conditioning unit.

I was in the process of booking on hotel.com when I encountered an unexpected issue. I selected to "pay at the hotel" and entered my card details. Despite the message saying my card wouldn't be charged and that I would pay nothing that day, I was still charged right away. This has happened to me twice before, and I am incredibly frustrated with this experience. I kindly request an explanation for this discrepancy and urge for a change on your website to prevent such confusion in the future. If this issue persists, I will have to reconsider booking with your platform in the future.

I was just about to finalize my booking when a payment option popped up giving me the choice to "pay now" or "pay at the hotel." I selected "pay at the hotel" and proceeded to enter my card details. However, a message appeared stating that my card wouldn't be charged but was only required to secure my reservation. Additionally, it was clearly stated above the "confirm this 5-night purchase" button that I wouldn't be charged today. When I clicked on the purchase confirmation, my bank immediately prompted me to authorize the transaction. Concerned that Hotel.com might charge me despite the reassurances, I chose to cancel the transaction. This situation has occurred twice before, and I am hesitant to make future bookings with hotel.com if this payment process continues to be misleading. - Olga B.

I made a reservation for 3 nights at Hotel Des Grandes écoles. We needed to cancel the second and third nights later on. Following Hotels.com's advice to respect the host's cancellation policy, the host agreed not to penalize us as we canceled in advance and allowed for rebooking. However, they requested the cancellation be done through Hotels.com. When attempting to cancel, the Hotels.com system required canceling the entire stay and rebooking the first night. I would like reassurance from Hotels.com that the payment for the second and third nights will be refunded. Thank you.

I am trying to reach someone for a refund regarding my Friday and Saturday reservations. Upon arrival on Friday, the hotel conditions were unacceptable with a strong mold odor, standing water in the shower, and bugs in the bed. I have photos to support my claims. A staff member named Jamie promised a refund, but now I am being told otherwise. I would appreciate speaking to a representative directly about this matter.

I utilized Affirm to reserve a hotel room for August 5-6 at Days Inn Wyndham in Cambridge. It seems that I have been double-charged, although I only made one reservation. This error led to an overdraft in my bank account. Moreover, I received a notification from your automated system regarding a reservation for August 13 under my phone number for Niagara Falls, which I did not make. I require assistance in reversing these charges and canceling the Niagara Falls reservation. Thank you, T. Williams

I have been emailing for a month and constantly receiving different case numbers. I am referring to a two-night stay at Slieve Donard Hotel in Newcastle, Co. Down, Northern Ireland that I had gifted to family members. The service at this supposed 4-star hotel was terrible and really ruined the holiday experience. While I received a refund of £[redacted].02 for taxes and fees, this doesn't make up for the disappointment, especially since I used my Tesco Clubcard vouchers which I had been saving for years, and converted them into Hotels.com vouchers. I am seeking a refund of the holiday cost or a reimbursement of my Tesco vouchers. Thank you, Helen Walker.

I have been a long-time user of Hotels.com. Lately, the app keeps freezing whenever I try to view a property. This has been happening for months now. I have uninstalled and reinstalled the app multiple times since the recent changes, to no avail. I've had to resort to using other booking platforms instead of Hotels.com, which is disappointing as I value the points system I've been using for years. It's frustrating that I can't reach a customer service representative in the UK. It seems like there has been little improvement. My name is Marie Gale, and you can contact me at [redacted] Please assist me in resolving this ongoing issue.

I am dissatisfied with the quality of the hotels I recently stayed in. The first hotel, Hotel Indigo under booking number [redacted][redacted], had a broken window and a dirty table in the room, requiring us to switch to a different room. The second reservation, Radisson Riverfront under itinerary number [redacted][redacted], had stains and a strong cigarette smoke odor, forcing us to request another room. The replacement room also had stains, dirty linens, and an unclean bathroom, with a malfunctioning elevator. Although these were non-refundable reservations, I value customer service and expect a certain standard. I intend to leave reviews and would seek a refund if not booked through hotels.com. The quality of service at these hotels was below expectations. I have experienced many hotels, and these were the worst, not worth recommending to others.

On May 6th, [redacted], I made a reservation on Hotels.com. My credit card was promptly charged, but after a week, I had not received any confirmation or booking details. When attempting to reach customer service, I could only access the virtual chat, which required the missing information. Unfortunately, I was unable to secure the assistance I needed. Due to this inconvenience, I had to find alternate accommodations as I couldn't risk traveling to Estonia without a confirmed booking at City Hotel Tallinn. It feels like I paid for a service that I did not receive, and I am requesting a refund. I would appreciate it if you could provide guidance on how to reach Hotels.com directly.

For months, I have been attempting to stop receiving promotional emails from hotels.com/expedia. Despite never opting in for these emails and trying to deactivate them through my online profile, they continue to flood my inbox. Even after speaking with a representative who assured me that the issue would be addressed by tech support, I am still bombarded with spam. This lack of control over my preferences is frustrating, and I believe the company should be more responsive to customer requests.

I'm experiencing issues with Hotels.com. They have mistakenly flagged my account as fraudulent, preventing me from using my gift cards and $[redacted] in one key cash. They converted my free rooms into cash, which I can't access due to this error. Despite providing the necessary bank information to verify my account, the issue remains unresolved since May. I've lost money on gift cards, had my reservation canceled, and not received the gift card credit back. I've attempted to contact them via email but have not received a response since July. I'm requesting for my account to be unflagged and my access to one key cash restored.

I have been trying to book a hotel in Patong, Phuket listed as "Elite Hotel," which is the lowest rate on the website, but I couldn't find such a place. It seems to be Platinum Hotel, which is a partner of OYO. Additionally, the hotel Orlov, the second lowest rate, is using pictures of Platinum Hotel for their advertising. This situation is making me feel uneasy and unsure about booking with these potentially questionable businesses. I hope to receive a clear explanation from you soon. Thanks.

I had a reservation booked under my older son's name (Alp) at the Mirage in Las Vegas. Three days ago, I updated the reservation to my younger son's name (Mete). However, when Mete arrived to check-in, the hotel still had the booking under Alp's name, so Mete had to book and pay for another room. It seems that Hotel.com's virtual agent failed to transmit the updated confirmation with the name change to Mirage Resort. I am requesting a refund from Hotel.com for this inconvenience. I provided Hotel.com with the updated reservation showing Mete as the guest, but there was still a mix-up at the Mirage. I expect either Hotel.com or Mirage to refund the extra payment I had to make for the second room. I've already spent a whole day speaking with Hotel.com's virtual agent and was promised a follow-up, but have not received any resolution yet.