Hotels.com Customer Service Issues

Hello! I am Margaret Choy. My booking number is [redacted]72 at Le Meridien Kuala Lumpur. I am scheduled to check in on May 6, [redacted], and check out on May 8, [redacted]. I recently had to send my passport for renewal at the Canada High Commission in KL, but there was an unforeseen issue, which requires me to resubmit, causing a delay. Unfortunately, I was informed today by the high commission that it is highly unlikely I will be able to travel to Singapore on the 4th and then continue to KL on the 6th with my son, Brian Desmond Ting. I have requested a temporary passport but was advised it needs to be done in person, which is not feasible for me as I reside in Sarawak without travel documents to go to KL. I kindly request Hotel.com to include my son Brian Desmond Ting Dao Kuang in the booking. His passport number is K[redacted]0, and his date of birth is 14-12-96. I can provide his passport as proof upon check-in if needed. I hope that Hotel.com can assist in this challenging situation. Thank you, Margaret Member since [redacted]

I experienced issues with the online app and had to call customer support to make a booking. After providing my credit card information, a booking was confirmed for $95. However, I later received an email stating that the reservation was canceled and no refund would be issued. Despite contacting support, I was told to wait 1 to 3 hours for a call back, which I have yet to receive. I have documentation of the emails exchanged and can offer the confirmation and cancellation numbers. As a result of the cancellation, I am now without accommodation for the day and unable to pay, since the refund was not processed. I urgently require the refund to be completed immediately to avoid being left without a place to stay.

I was charged twice for my stay at Holiday Inn Express through hotels.com. The total amount was $[redacted].78, but I was charged $[redacted] at check-in. I only used the room for sleep, so there shouldn't be any additional charges. Upon checkout, I was charged $[redacted].34 for accommodations and taxes, which should have replaced the initial hold amount. However, hotels.com ended up withdrawing the full $[redacted].78 from my account separately. I contacted both hotels.com and Holiday Inn, but no one could explain the duplicate charge. My bank suggested a dispute if not resolved promptly. The situation has led to an overdrawn account, which is why I am eager to have this issue fixed right away. Being charged twice for a single night's stay is unfair and has put me in a challenging financial position.

After contacting to cancel a reservation promptly, we were met with a rude agent who refused to refund our money and spoke disrespectfully. Upon requesting to reactivate the reservation since a refund was not an option, we were informed another payment was required. Thankfully, upon reaching out to the hotel directly, they reassured us we could cancel within 72 hours without issue. Upon contacting Hotels.com again, a kind gentleman assisted us in obtaining a refund. The initial agent not only displayed poor behavior but also suggested using a different service. Despite being long-time users of Hotels.com, this experience has left us feeling disappointed and frustrated. Our request to escalate the matter to a supervisor was denied, adding to our dissatisfaction.

To whom it may concern, my name is Larry A. Yesterday around 5:30 PM, I was searching for a hotel in Arkansas City, Kansas. I stumbled upon a website that redirected me to hotels.com. After calling the number provided for a special offer, the representative instructed me to buy a $[redacted] Hotels.com gift card to proceed with the deal. Unfortunately, it turned out to be a scam, and I am now $[redacted] short. Despite numerous unsuccessful attempts to resolve this with Hotels.com over the phone, I am hopeful you can assist me in recovering the lost funds. Even if it means crediting my Hotels.com account with the equivalent amount, I would greatly appreciate it. I am more than willing to provide proof of purchase from Best Buy and details of the card. Thank you for your attention to this matter. Larry A.

I requested hotels.com gift cards for my wedding to use for my honeymoon reservations. However, when I tried to use the gift cards, my account was blocked due to fraud suspicions. Despite numerous calls to customer service, I have not received any clear answers or assistance on how to resolve this issue. As a result, all my $[redacted] worth of reservations have been canceled, and I have not been refunded.

I was recently a victim of a scam involving a fake representative claiming to be from hotels.com. The impostor requested a payment of $[redacted] for a cancellation fee through a voucher purchase at a specific location. After buying the voucher, the scammer mentioned technical issues with the server and became unresponsive. I have reported this to hotels.com, who assured me they are investigating and advised me to contact Anusha's bank to report the incident. They also mentioned they are aware of such fraudulent activities. The confirmation numbers associated with this deceitful encounter are as follows: 1. [redacted]25 2. [redacted]27 3. [redacted]58 4. [redacted]71 We must all remain vigilant against such scams and report any suspicious behavior promptly.

I booked a hotel room last night through Hotelsone.com with a higher price that included "free cancellation." However, when I called the hotel, they stated there was no option to cancel without a penalty. I would like the reservation adjusted to have the rooms eligible for "free cancellation" or to have the charge reflect the lower rate for the "not eligible for cancellation" option. Thank you, Bob T. [redacted] Information from the website: Available rooms from Fri 02 Aug [redacted] to Sat 03 Aug [redacted], for 1 night, 2 Rooms, 4 Adults Room type: Standard Room, 1 King Bed, Non Smoking, Refrigerator Conditions: Non refundable Price: $[redacted] Room type: Deluxe Suite, 1 King Bed, Non Smoking, Jetted Tub Conditions: Non refundable Price: $[redacted] Room type: Standard Room, 1 King Bed, Non Smoking, Refrigerator Conditions: Free cancellation Price: $[redacted] Room type: Deluxe Suite, 1 King Bed, Non Smoking, Jetted Tub Conditions: Free cancellation Price: $[redacted]

I've been trying to speak with someone at hotels.com without success. My reservation for May 20 under confirmation #[redacted]71 near Bronson Hospital needs to be changed to May 21 due to my husband's surgery date change. Kara's Kottages has indicated they can accommodate this change, but as I booked through hotels.com, I require your assistance to make the alteration and send me confirmation either via email or by calling me at [redacted]. Thank you, Karen J.

My name is Madison, and I feel the need to share my recent unpleasant experience with a room booking at Motel 6 through hotels.com. Initially, everything seemed well as the stay was comfortable and the room was clean. However, issues arose when trying to book a room for the following day. Despite my efforts to confirm the booking with the motel front desk, I was directed to rebook the room through the hotels' chat line due to needing the same room. Initially, the additional balance required was small, but then I faced multiple setbacks. After payment confirmation, I was informed I couldn't use hotels.com for booking and that payment had to be made at the front office, contradicting my previous booking method. Despite an attempted cancellation, I was unhappy to find out I couldn't be refunded promptly. This ordeal caused inconvenience, additional expenses, and a sense of being misled. I seek clarity and possibly reimbursement for the situation.

Subject: Re: Erich Graf, Westgate Historic Williamsburg Resort review Dear Hotels.com Team, I wanted to address a concern I had during my recent stay at Westgate Historic Williamsburg Resort. The pet fee charged at this property was significantly higher than any other place I've visited, catching me off guard upon check-in. This information was not easily accessible on your website under the "pet-friendly" section. To make matters worse, I was directed to Expedia for a refund where I encountered further issues. I hope this feedback sheds light on the importance of transparent policies to avoid inconveniencing guests. Thank you for your attention to this matter. Best regards, E.G.

I am disappointed with my experience on hotels.com. Initially, I booked a hotel with a specific cancellation policy date, which later changed on my confirmation without notice. They added extra charges for changes, contradicting their initial terms. When I called about the increased cost, I was informed that my reservation was already paid for, and modifications could lead to room loss or additional fees. This seems like false advertising, as my card was charged before any services were provided. I also encountered issues with applying discounts, being unable to use them for the selected hotel. I am frustrated with paying for an extra night due to these errors. Sincerely, C. Operle

On May 29, a booking error occurred on the Hotels.com mobile app. Instead of reserving the 30th through the 31st, it mistakenly booked another night at the same hotel where I was already booked. After reaching out to customer service and the hotel reception, they managed to cancel the extra booking and refunded the payment made on my debit card. I was advised that my hotel reward, worth $97 for a free night earned by booking 10 rooms on the app, would be recredited within 72 hours. If the reward does not reflect in my account after this period, I was instructed to contact customer service. Therefore, I am now following up to ensure the reward is reinstated promptly. Thank you for your assistance. - A. Bail

I recently joined Hotels.com to earn a free night and have stayed for three nights straight but have only received one night credit so far. The stamps on my card only showed up after I booked tonight's stay, not for the previous two nights. I'm unsure how to get credit for the nights I've already stayed. Also, I'm disappointed because the hotel advertised 2 free buffets, but it turned out to be just a breakfast limited to 2 eggs, 2 sausages or 2 bacons, 2 pancakes, and coffee. Unfortunately, this breakfast is unsuitable for me and my husband due to high cholesterol. Can we receive a discount on our room since we won't be utilizing the breakfast?

I am contacting Hotels.com to request a one-day reduction in my stay at Travelodge Wyhndam Downtown Chicago. My name is Paula R. J. and my reservation is from 6/2-6/6. I need to leave on 6/5 instead of 6/6 to travel to Seattle sooner than planned. I have tried to inform Hotels.com about this change, but they were unable to reach the hotel due to phone issues. The hotel's internal and external phone systems are not working, and I couldn't reach anyone at the front desk using the provided number. No alternative contact information was available, which I find concerning for guest safety in case of an emergency. I'm currently in Room [redacted] and urgently need assistance with this matter before I check out. Please reach out to me at [redacted].

Subject: Disappointing Experience with Company I am writing to express my disappointment with the customer service I received from your company, Hotels.com. Tonight, I made a reservation with your company for the first time attracted by the promotions you were offering on a room. However, upon receiving my confirmation email, I noticed that the spa and food promotions were missing. After a frustrating experience with your live chat service and an unhelpful phone call with customer service, which led me to no resolution, I am left feeling dismayed. The manager I spoke with was not able to provide me with the proper reassurance, and I was met with unprofessional conduct. I believe that the customer service I received does not reflect well on your company, and I am disappointed in the overall handling of my issue. I hope this matter can be resolved promptly, as I am left feeling unsatisfied and inconvenienced by this experience. Best regards, S.W. Sent from my iPhone

Hello! My wife and I made a reservation for an apartment with one bedroom in Catania, Sicily through your website. Our confirmation number is [redacted]90. After receiving a welcome email from the hotel mentioning a €[redacted] damage deposit, I inquired about the refund process if no damage occurred. Despite their assurance, I noticed discrepancies between the hotel's description, photos, and reality. The hotel's location depicted in pictures on Google Earth reveals inaccuracies such as the distance to the beach, the presence of a railroad yard and bus station, and amenities like an outdoor tennis court that do not actually exist at the property. Following unsuccessful attempts to clarify these issues with the hotel, I reached out to your agents who acknowledged the misrepresentation after reviewing the photos. Despite efforts from supervisors Mary and Amy to contact the property on my behalf, there has been no response. Without a resolution soon, I will have to dispute the charges with my credit card company. I believe a full refund is necessary for this misleading listing. Thank you, James C.

Regarding booking number [redacted][redacted], I arrived at the hotel on the day of the reservation, June 2nd, but they couldn't locate my booking. Despite providing my reservation number, they insisted on charging an additional ten dollars per night. I declined and booked another hotel through hotels.com down the street. Upon returning home, I realized my card was charged $[redacted]. After contacting hotels.com customer service and speaking with Sharon and supervisor Gia, they verified with the hotel that no reservation was found, and I shouldn't have been charged. Gia mentioned she couldn't refund me and advised me to email [redacted], which I did but didn't receive a response.

I have a concern regarding my recent hotel booking experience. My confirmation number is [redacted][redacted]. I had reserved and paid for an upgraded room but was not provided with the upgrade upon my arrival. Additionally, I received a call from the hotel's desk clerk two hours before my scheduled check-in, instructing me to pay for the room over the phone or risk losing my reservation. The clerk was unprofessional and spoke rudely to me when I questioned the need for payment over the phone despite having already provided my card information to hotels.com. To make matters worse, I discovered upon check-in that I would need to change rooms after the first night, as I was not allowed to stay in the same room for both nights. This was not communicated to me during the booking process. I am disappointed that none of the information provided during booking was accurate. I am seeking a full refund for my unsatisfactory experience. Could someone please advise me on how to proceed with resolving this issue?

I made a hotel reservation in Chicago months ago for a 2-day stay from June 14th to June 15th, which was supposed to include breakfast as per the receipt. When I contacted the hotel on June 12th to confirm this, they said breakfast wasn't included. After several calls to hotels.com, different representatives assured me that breakfast was part of the booking and they would update the hotel, but the issue persisted. Hotels.com even informed me on June 14th that our reservation was canceled due to the breakfast discrepancy, causing stress as we were departing the next day. Eventually, I had to speak with the hotel manager to secure our booking. Despite receiving a $[redacted] voucher, the hours of dealing with this situation were frustrating. I believe we deserve a refund for the inconvenience caused.