Hotels.com Customer Service Issues

I seem to encounter issues whenever I try to redeem my free hotel nights with Hotels.com. Each time I attempt to use a complimentary night, it becomes inaccessible while they conduct a prolonged "research" and confirmation process, causing me to experience delays of over a week. This pattern has persisted since I raised a complaint about a subpar hotel stay in Tennessee a year ago. It appears that Hotels.com is intentionally making it difficult for me to utilize the benefits I am entitled to. I am considering seeking legal advice as their actions feel like unjust retaliation for my previous complaint. I simply wish to redeem my free night without unnecessary obstacles or delays.

Hello, I am looking to make changes to a booking on Hotels.com with reservation confirmation number [redacted][redacted] for Mr. Bede Brosnahan at the Rafaelhoteles Atocha in Madrid. I am having trouble amending it online and have been waiting on hold for a long time. We need to change the arrival date to Monday, November 11th, and the departure date to Wednesday, November 13th. This would be a two-night stay instead. Kindly confirm the modification has been made without any additional charges. Please send me an email to confirm this adjustment. Thank you. Lara Etherington, PA to Mr. Brosnahan.

For the past 2 months, I've been attempting to use the credit I received for a booking, instead of opting for a refund. However, I've encountered numerous challenges in the process. Each time I try to resolve the issue through customer service representatives based in the Philippines, I face technical difficulties and get disconnected during crucial moments of the conversation. I have even saved screenshots of our chats for reference. To add to the complexity, I have two coupons, due to expire on 11/23/19. The codes are GWCNC2GHS9 and GWCC8QWWQY. I intend to book a 2-night stay at Makedonia Palace from 7/10-12, [redacted], in a Deluxe Executive Ocean View room, utilizing the credit. Please contact me promptly regarding this matter. I'm deeply dissatisfied with the service provided by Hotels.com in the past few months and expect a swift resolution.

I stayed at Alterhome Luxury Atico Plaza Mayor in Madrid from November 17 to 19. Unfortunately, I was not pleased with the lack of hot water and dish towels during my stay. On the first day, there was no hot water for showering or washing dishes in the morning. Although I managed to have hot water by resetting the water heater, the issue persisted with an error message the following day, leaving me without hot water again. I even had to resort to heating water in a kettle to clean dishes. Additionally, the absence of an elevator was not mentioned in the Hotels.com description, and the five flights of stairs were a challenge with no assistance for our luggage. Despite the high cost of the apartment, the $55 cleaning fee felt excessive, especially given the hot water issues and lack of essential items like dish towels. I hope to receive compensation for the cleaning fee from Alterhome or Hotels.com, as this experience was far from satisfactory. If not addressed, I will refrain from booking through Hotels.com in the future and leave a negative review for Alterhome. - Daniel Gall.

Dear Sir, I made a reservation through your website for a room at Mawaddah Al Safwah Hotel in Medina, Saudi Arabia. The booking confirmation number is [redacted][redacted] from Hotels.com. The reservation states that I must provide a credit card or cash deposit upon check-in, even though the full amount has already been charged. I do not possess a credit card and will not be able to present one during check-in since the booking was done by my son, F.RASHID. I have always paid for my stays with cash at Safwa Mawaddah Hotel for the past five years. This is the first time my son's card was used to reserve a room. Could you please clarify what will happen if I don't have a credit card with me during check-in? Sincerely, M.Rashid

Dear Sirs Politi, We have made a reservation for and already paid for a room through your website. We have tried contacting the property several times while waiting outside, to no avail. After over an hour, the owner finally called us, informing us that they couldn't accommodate us and we needed to find somewhere else to stay. The property in question is located in Ascea and is called The Paradise of Hyele. The owner seems willing to resolve this as he mentioned he will refund the amount we paid via PayPal through hotel com tomorrow morning. We would appreciate guidance on how to proceed with resolving the previous payment and finding alternate nearby accommodation for tonight. Looking forward to a prompt response. Kind regards. You can reach us at [redacted].

Hello, I am reaching out regarding a reservation I had booked for a single room for 2 nights at grätzlhotel karmelitermarkt in Vienna, Austria through hotels.com. My reservation number is [redacted][redacted], with an arrival date of December 13th and departure on December 15th, for which I paid [redacted],20€. Unfortunately, the hotel contacted me to inform that they had experienced water damage, leading to the cancellation of numerous bookings, including ours. Therefore, we are in need of a refund promptly to make alternative accommodations as we are unable to adjust our travel plans to Vienna. The hotel advised me to cancel the reservation on hotels.com, but I am unable to do so without losing the possibility of a refund. Consequently, we find ourselves without a place to stay in Vienna, despite the payment being deducted from our account. Given that the hotel's inability to host us is beyond our control, and we still wish to utilize hotels.com for future bookings in Vienna, we seek guidance on resolving this matter swiftly. Thank you for your assistance. Best regards, S.A., M.D.

I've made bookings for hotels in Christchurch tomorrow and Blenheim the following day. Unfortunately, all roads to Christchurch are closed due to floods. As a result, I need to cancel my hotel reservations. I have spoken to the hotel owner in Christchurch, and they have kindly agreed to waive the cancellation fees. However, they advised me to reach out to hotel.com to complete the cancellation process. Your prompt assistance in this matter would be greatly appreciated as this is an urgent situation. Thank you for your understanding as the circumstances leading to this cancellation are beyond my control.

Hello, I arranged an Ayuththaya tour for December 12th and was instructed to meet at the lobby of Royal Orchid Sheraton hotel at 7:20 am. However, no one arrived, and after waiting for half an hour, we found out that the tour had been canceled without any notification. We proceeded with the tour by taking a taxi. I am requesting a refund for this experience. My order number is RVWFL05, and my Expedia sale number is [redacted][redacted]. I have attempted to reach out to Hotels.com, which directed me to Expedia, and vice versa. I am hopeful for a resolution. Thank you.

Hello, I have made two bookings with the following reservation numbers: [redacted][redacted] and [redacted][redacted]. Unfortunately, we had to cancel our holiday because our son has recently been diagnosed with a serious medical condition. We can provide documentation of this if needed. I would like to inquire about the possibility of a refund for these bookings. If a refund is not feasible, could you please email me the itineraries for both bookings along with an explanation of why a refund cannot be issued? Thank you. Belinda M.

I'm Taylor Smallwood, and my husband is Jacob Smallwood. I previously spoke with your customer support team about a month ago concerning a poor service and unsanitary hotel experience. I was assured a free $50 voucher would be sent to my email at [redacted] or [redacted] to make up for the inconveniences. Despite reaching out several times, I have yet to receive the voucher. I prefer not to escalate matters unless absolutely necessary. Please, send the promised voucher, or I will escalate this issue within your company until a resolution is reached. I am simply seeking a more professional and attentive approach from your customer service team. Thank you.

I am concerned as my hotel reservation with Confirmation #[redacted][redacted] disappeared from my upcoming bookings. Consequently, I booked another hotel through Hotels.com and stayed there instead. However, I later found out that my original reservation, which I had paid for, was canceled on Dec 18, just two days before the deadline. I am worried that there may have been an error in the app. Can I expect to receive a refund for this cancellation? Your prompt assistance in clarifying this matter would be greatly appreciated. Thank you.

We checked in around 4 o'clock. There was no remote in the room or pillow on the bed. Around five, someone brought the remote but still no pillow after four reminders by 6:30. When my daughter was checking in, a woman at the front desk - named Teddi - was unpleasant and demanded a deposit, even though we had checked in three hours earlier. She took money intended for my daughter's deposit for ours instead, which upset my daughter, leading Teddi to cancel her reservation on the spot. This has never happened when booking with your company. Teddi claimed it was Expedia's policy. We were left out of extra money. I plan to discuss this with the manager directly. The pool was not adequately heated, contrary to expectations. The lack of quality control and poor customer service are not up to my standards for a business like yours.

Upon our late arrival at the hotel, we were informed by the front desk clerk that we couldn't check in due to the nightly audit. Frustrated, I contacted hotels.com to cancel and receive a refund for the room we couldn't access. The initial agent I spoke with was unhelpful and abruptly ended the call. Sam, the next representative I spoke to, attempted to assist by contacting the hotel, but faced delays. After a lengthy back-and-forth, my reservation was finally canceled for a full refund. Unfortunately, the alternative hotel booked by Sam was incorrect, causing further inconvenience. Despite promises of refunds, no email confirmation was received, and I encountered further rudeness from a supervisor named Hailey. I demand to be contacted by the highest-ranking person in customer service and seek resolution for the distressing experience. I expect prompt confirmation emails for the promised refunds and request a credit of $[redacted] for the ordeal endured. Looking forward to a swift response and keeping a record of this case. Sincerely, Shantal R. Booking Reference: [redacted]

URGENT! Issue with Hotels.com Booking: Confirmation [redacted]77 I wanted to address a matter with your company, a prominent booking entity. There has been a cancellation of a reservation we made with you, despite the payment being charged to our credit card. This has damaged your reputation. We are deeply disappointed with your actions and have decided to cease any future dealings with your company. The cancellation has caused inconvenience and financial losses. The payment has been processed without warning. Our bank has transferred the funds to your account. I intend to seek legal advice to recover my losses and demand compensation for the poor service we have experienced.

I had a terrible experience with a website that turned out to be fraudulent. I decided last minute to attend a trade convention in Las Vegas and booked what I thought was the Wynn Hotel. After paying $[redacted] for a room that should have been $[redacted], I discovered the reservation wasn't made directly with the hotel. When United Airlines made an error in my ticket, I tried to change my room reservation, only to encounter unhelpful staff at Booking. Despite having a significant following on social media and being a member of the Interior Design Hall of Fame, I warn others to steer clear of these deceptive practices.

I recently received the following message: Hotels.com booking confirmation [redacted][redacted] - Kitty House Near Harvard Square - Cambridge Dear Lyman Hurd, Thank you for booking with us. We're delighted to have you as our guests. You'll find our location to be safe and conveniently close to the bus station to Harvard Square, with many amenities nearby such as Fresh Pond lake, mall, supermarket, cafes, restaurants, library, and the Charles River. Expedia.com does not handle payments directly. Typically, we request a prepayment of [redacted]% of the total price along with a 3.5% credit card transaction fee to secure your reservation. Feel free to reach out if you have any questions. We look forward to hosting you. Warm regards, Kitty House in Cambridge ... I have some concerns regarding this email, given the warning at the bottom. I have never been requested to provide billing information outside of the Hotels.com website, nor do I recall any mention of a credit card fee. Could you please advise on the next steps I should take?

I made a reservation for a two-night stay at your hotel on March 12 and March 13 through Hotels.com. I bought a non-refundable fare for $[redacted].92. Due to our canceled Delta Airlines flight to Hong Kong and subsequently missing our Celebrity Millennium Cruise to China and Korea on March 14th, we no longer need the reservation. Can you please consider making an exception to your no-refund policy given the circumstances surrounding the coronavirus? I kindly request a refund of $[redacted].92 to be processed through Hotels.com or directly to me. Thank you for your understanding. Sincerely, HP King [redacted] Spruce Court Ogden, Utah, USA [redacted] Email: [redacted] Cell: 1-[redacted]

I previously spoke to a representative about our reservation (Confirmation Number [redacted]) at Hotel Mac Rae in Avalon, CA on Catalina Island today. However, I can't recall his name. We arrived as planned but were informed our King Room was unavailable, so we settled for a Queen Room. Disappointingly, there was no elevator or staff to assist with our luggage at the hotel. As we're celebrating our 50th Anniversary, this has been quite a letdown. We requested to remain in our current room due to the inconvenience of moving. Despite being promised a follow-up call, we haven't received any updates yet. The front desk mentioned that Hotel.Com would handle the $20 per day refund for the room change. Considering our experience, we've decided to check out early on Saturday and head back to California. Sincerely, Ron S. [redacted]

I accidentally booked an apartment for May instead of June in Malta through the hotels.com app due to a mistake on my part. When I contacted the apartment, The Triton, they asked me to submit a request for the date change through the booking site. However, I am unable to make this change on my own. Can someone assist me in adjusting my booking from May 1-6 to the correct dates of June 1-6? Regards, Pavlo M.