Hotels.com Customer Service Issues

On September 7, I purchased a one-night stay at Hostal El Viejo Galeón in Baiona, Spain through hotels.com. However, upon my arrival, I was informed by the receptionist, Anna, that there was no booking from hotels.com and that the property was fully booked for the night of September 7. This resulted in me having to find alternative accommodation, causing inconvenience and additional expenses. I am requesting a full refund from hotels.com for the amount charged, an apology, and a gesture of goodwill in the form of monetary compensation ranging from $[redacted] to $[redacted]. If a satisfactory resolution is not reached, I will pursue legal action upon my return to the USA on September 16. Thank you. - Mark Z.

Subject: Urgent: Invoice Needed for Business Stay Dear Hotel Staff, I am writing regarding my recent stay at the Suitopía Sol y Mar Suites Hotel in Calpe under reservation number [redacted]. I am in need of an invoice for my stay, which was for business purposes. I kindly request your assistance in resolving this matter promptly. Details for the invoice are as follows: Invoice for Mr. Waldemar Kociuba Address: Maria Curie-Sklodowska University Pl. Marii Curie-Sklodowkiej 5 20-[redacted] Lublin, Poland NIP: PL [redacted]-[redacted]-36-92 Description: Accommodation fee for Mr. Waldemar Kociuba from September 12-14, [redacted] (2 nights). I have never encountered this issue before during my many years of business travel, and I trust that it can be resolved before my departure from the hotel. Thank you for your attention to this matter. Sincerely, Waldemar Kociuba

Regarding my stay at Torre Marfil I in Punta del Este, Uruguay, I want to address several issues. Firstly, I had to cancel reservation [redacted] due to unsatisfactory conditions. Upon arrival, although the key was not left with the concierge by Vacasa as arranged, we were able to enter the condo. However, we discovered there was no heating in the three-bedroom unit, leading to uncomfortable temperatures. The lack of hot water for showers added to the inconvenience. When Vacasa finally provided two electric heaters and blankets, it would have taken 48 hours to heat the place adequately. Their representative's insensitivity towards our situation was also disappointing. Due to the lack of Wi-Fi, I was unable to contact anyone for assistance, resulting in us having to find alternative accommodation. I am seeking a resolution for this matter, including a refund, as the property did not meet the standards advertised by Hotels.com. This experience has been a first in my two decades of booking with Hotels.com, and I urge caution when considering Vacasa for future stays.

Booking Reference: [redacted][redacted] We stayed at The Old Sible Trough Hotel from the 8th to the 11th of September for my 75th birthday, as we enjoyed our previous visit. Unfortunately, during this stay, my hairdryer went missing from the room and was replaced with an older one. Despite contacting the hotel, no action was taken until the manager finally called after several attempts. Shockingly, instead of addressing the issue, he accused us of attempting to scam the hotel. Our only intention was to alert them to a possible theft. We did not seek compensation as we could easily replace the hairdryer ourselves. It is concerning that if a hairdryer could go missing, more valuable items from future guests might be at risk. We were surprised when the manager threatened to involve the police over this matter.

Subject: Assistance Needed with Booking Hello Team, I encountered an issue with my booking attempts for 4 nights at the Hilton Resort Salalah in Oman from September 22 to September 24, [redacted]. Although I was in touch with a representative, we were disconnected due to insufficient phone balance. I was charged for the reservation four times, totaling €[redacted] for 2 nights in a King Bed room without breakfast. The representative was in the process of assisting with the booking when we got disconnected. I would also like to use my bonus night for this reservation. Since the check-in date is today, I urgently need your assistance. Kind regards, JM

Dear Hotels.com, I received a message from the Golden China Hotel in Taipei stating that they were unable to pre-authorize my card for my upcoming stay. They are requesting that I provide an alternative card to complete the transaction. Can you assist me in updating my card details through your platform? Thank you, Melissa

Due to unexpected circumstances, I had to delay using my $[redacted]+ hotel night reward from hotels.com. Despite being assured by customer service that they would extend the expiration until the end of [redacted], the system unexpectedly canceled my rewards points. After spending over an hour with a representative, I was informed that the cancellation could not be reversed. I was disappointed as I had been given reassurances that this issue would be handled. Unfortunately, I couldn't obtain any further contact information to address this issue directly. I attempted to reach out to Expedia, the parent company of hotels.com, but was unable to get through. I'm hopeful that my rewards points can be reinstated in line with the initial agreement.

To Hotel Booking Agency, Re: Victorian Grandeur Property Owner/Manager - Ms. Catherine Marie Pellegrin, AKA McConnell Location: [redacted] Royal Stone Court, North Las Vegas, NV [redacted] Dear Concerned Party, I am writing to inform you about the unauthorized operations of a property listed on your platform, as it poses potential legal risks towards your company. The property at [redacted] Royal Stone Court lacks necessary permits from Clark County for short-term rentals, like a business license and proper insurance coverage. Moreover, it violates residential zoning and HOA regulations by allowing large groups to rent the entire house without the owner's presence. The excessive cash cleaning fees charged are also concerning. Listing such a property could lead to liabilities for your agency, hence it is imperative to address these issues promptly to avoid any legal repercussions. Sincerely, [Initials]

I recently checked into the Eman Bkk hotel in Phnom Penh and was disappointed by the condition of the room. The room pictured on the website was not what we received. Our room is still under construction, with problems such as a barely closing door, an unfinished bathroom/shower without curtains or a door, inconsistent hot water, and poor water pressure. The bathroom towels are thin, there is no vanity mirror, and the bed sheets were dirty, resulting in a rash that required medication. I have booked through your website before without any issues, but this experience at Eman Bkk has been the worst. I would like a refund for the dates I booked so I can find alternative accommodation. Please get in touch with me as soon as possible. Thank you.

I made a reservation for a relative under my name, Amber Gilberti, but mistakenly used the wrong email address, [redacted], so they did not receive the confirmation. The reservation was made for next Tuesday, checking out next Friday. I would like to cancel the reservation and used my Visa debit card ending in [redacted] for payment. The phone number for the relative is +[redacted]6.

Dear Hotel.com Team, I recently attempted to book a room at the ATANA Hotel in Dubai through your application on September 17-18, [redacted]. Unfortunately, despite trying four times, the booking was not successful due to system errors. However, my credit card was charged [redacted].72 AED four times on September 17th. I tried contacting the UAE Hotel.com service line without success. I have attached a screenshot showing the error message I received during the booking process. Please refund the total amount deducted from my credit card ending in "[redacted]" promptly. It would be appreciated if you could ensure the proper functioning of your application. I have forwarded the necessary evidence to [redacted] for your review. Thank you. Membership Details: Name: Z. X. Membership Number: [redacted]8 Membership Email: [redacted]

I made a reservation for a 2-night stay through the hotels.com app. Upon check-in at the hotel, I was informed that the room I reserved was not available. The room I was given had issues - no hot water and the door wouldn't close properly. Despite booking a smoking room, I received a non-smoking one. Unfortunately, I couldn't request a room change due to ongoing renovations not mentioned on the booking site. The experience at this hotel was extremely disappointing, and I will not be returning. It is my belief that this hotel should no longer be listed on hotels.com. Given the circumstances, I believe I should be refunded for my stay as it was well below standards.

I made a hotel reservation for Paris on September 26, [redacted], with confirmation number #[redacted][redacted]. Unfortunately, when I checked my Hotels.com account and email on September 27, [redacted], the booking information was missing, causing me to make another reservation with confirmation number #[redacted][redacted]. Later, the original reservation suddenly appeared after I had already made the new booking. I was unable to cancel the new reservation due to the 24-hour policy. I am seeking a refund for the second reservation as it was not used, and this issue was not my fault. Thank you for your help in advance. - M.W.

I made a reservation for a hotel room from March 17th to March 20th, [redacted], which I cancelled within three days. I have now re-booked a room with you at the Quentin Zoo Hotel. Can you confirm that the initial booking at the XO Hotel Blue Tower has been successfully cancelled? I would appreciate an email confirmation to avoid any charges for a no-show. I have attempted to contact you via email three times but have not received a response, which is concerning. Thank you.

Hello, my name is Robert D’Angelo. I made a reservation at Malecon Inn Hotel in Guayaquil, Ecuador for our wedding anniversary and my birthday, with confirmation number [redacted]9. This hotel was a complete disappointment. Upon arrival at midnight, we were greeted by a terrible smell that made my wife ill. The place was dirty, old, and poorly maintained. The moldy odor was unbearable, and the overall cleanliness was lacking. We had to find alternative accommodation the next day due to these conditions. Shockingly, the pictures on Hotels.com did not match the reality, as confirmed by a staff member. We have evidence of the conditions with videos and can provide the reservation details of the hotel we had to switch to. As a disabled individual, the stress from this situation exacerbated my pain, especially witnessing my wife's adverse reaction. We seek a response or resolution soon. We value Hotels.com and hope that our experience can prevent others from facing similar issues. Thank you, Robert & Cilia D’Angelo.

I have been a loyal member of Hotels.com (Gold) for several years, but this year, I have noticed that your prices are consistently higher than those on Booking.com. Currently, I am looking to book hotels in India, and once again, I find that your prices are at least 10% more expensive. For instance, the Bamboo Saa Resort in Udaipur is priced at £[redacted] including breakfast for a stay from 29/01/20 to 01/02/20 (3 nights) on your site, whereas on Booking.com, the exact same room and deal is available for £[redacted]. My membership details are under Mr. Anthony Bill no. [redacted]3. I kindly request that someone contacts me via email to address the ongoing issue of these inflated charges for the hotels I intend to book. I have a screenshot comparing your prices to Booking.com's, but unfortunately, I am unable to attach it here. Please respond promptly, or I will have to consider using Booking.com for my future bookings.

I am disappointed with my experience at Dunes Village Resort in SC. Several issues have affected my stay: 1. The water amenities were not as described. The indoor river was cold as a wall was open, the main slide was out of commission, and the jacuzzi had no water jets, only fake air bubbles. 2. Non-water amenities were consistently crowded, making it challenging to enjoy them. 3. The beach experience was disrupted by loud music on the balcony, preventing me from fully enjoying the ocean sounds. 4. Unpleasant smells and fumes along the outdoor walkway and in the room added to the discomfort. 5. Despite having handicap parking, it was often unavailable, resulting in a cumbersome luggage drag across busy streets.

Regarding Case no: [REQ:S-[redacted]50]: I am reaching out in response to the email received from Hotels.com concerning our early check-out date at Staybridge Hotel. The email stated that Staybridge Hotel declined our request for an early check-out and a refund. However, when I spoke to Robert from your team, he mentioned that Hotels.com would contact the hotel manager to approve the early check-out. On the morning of Sunday, 10-20, when I spoke directly to the manager at Staybridge, he clarified that the decision was in Hotels.com's hands and they had no issue with us leaving a day early. The manager explained that since we booked through Hotels.com, the approval for the refund was your responsibility and not theirs. While I understand we had a non-refundable booking, the conflicting information in the email stating that Staybridge declined our early check-out request has left me confused. Life can be unpredictable, and flexibility from businesses like yours can greatly enhance customer satisfaction. Thank you, C.F.

Subject: Discrepancy and Customer Service Feedback Hello, I would like to share my experience with Hotels.com and provide feedback on the customer service received. Firstly, it is disappointing that Hotels.com is charging customers more than the actual hotel rate. Despite being a Gold member, I was charged $[redacted] per night instead of the actual rate of $[redacted].75 at the Residence Inn by Marriott Dallas Allen/Fairview - McKinney. This raises concerns about booking future stays through Hotels.com. Secondly, I had two discussions with customer service today regarding this issue. Unfortunately, the service provided did not meet expectations. I spent around 30-35 minutes on the phone and requested to speak with a supervisor or manager, but none were available. This lack of support was unexpected as a Gold member. I urge Hotels.com to enhance their customer service and show better care for loyal customers. Thank you, Manas

I wanted to provide feedback on my recent stay at Hyatt Place Hotel in San Jose, CA on October 27th. We are frequent guests at this hotel, but this time we noticed several issues. The refrigerator in our room was not working, despite our attempts to restart it. We contacted the front desk twice, but maintenance never came to fix it. Additionally, only one out of six electric sockets was working, and the ice machines had been replaced with styrofoam coolers filled with melted ice in zip-lock bags. Even the breakfast fell short of our expectations. Other guests in the elevator also mentioned problems with the electric sockets. I believe it's important for you to be aware of these issues. As loyal customers of hotel.com, we understand that you are not directly responsible for hotel quality, but I hope you can relay this feedback to the management of the Hyatt in San Jose.