Hotels.com Customer Service Issues

Dear Team, I wanted to inform you that during our visit to Atlantis hotel today, we discovered that most of the activities were closed due to the Coronavirus situation. Therefore, we have decided to cancel our booking for today, with the hotel's agreement. The hotel has informed us that to proceed with the cancellation, we need to contact Hotels.com. Atlantis has already authorized the cancellation and their reservation team has been notified. They assured us that the full refund will be processed upon cancellation. I would like to request a credit note or voucher equivalent to the AED 1,[redacted] coupon I used for this booking, for future use on Hotels.com. I attempted to call [redacted]5, but experienced long hold times without reaching anyone. Hence, I am reaching out via email for assistance. Thank you for your anticipated support and positive response. Best regards, Tauseef

I need assistance canceling my reservation at the Fairmont Chateau Laurier in Ottawa and obtaining a refund for confirmation [redacted][redacted]. --- Dear Mr. B, I hope this message reaches you well. We have successfully canceled your reservation on our end. The booking was prepaid and handled by Expedia, so you will need to contact them directly to initiate a refund. We have waived any cancellation fees on our part. Due to high call volumes, it's advised to submit your cancellation request via email to ensure it's time-stamped for future reference if needed. We apologize for any inconvenience and are here to address any further concerns. Warm regards, Fairmont Chateau Laurier Front Office

I booked a trip for my wife and her sister from San Jose, Costa Rica to Lima, Peru for a four-day vacation. Due to the Coronavirus outbreak, they are now unable to make the trip as they might face difficulties returning and traveling during the pandemic. The reservation is non-refundable, but I am reaching out to seek assistance from Hotels.com in refunding our payment due to the unprecedented circumstances. I have attempted to contact customer service without success and online cancellation only indicates the reservation is non-refundable. As a long-time member of Hotels.com, I believe the company should support its members during these challenging times. Your help in securing a full or partial refund would be greatly appreciated. I hope for a prompt response. Best regards, J.W.

We had booked 4 hotel rooms in Tokyo and 4 in Kyoto, Japan, totaling $17,[redacted]. Sadly, our trip got canceled, and we had non-refundable reservations. We were informed by hotels.com that for non-refundable bookings, they would need to contact the hotels directly for a refund consideration. To ensure a refund, our Japanese guide spoke with the management at both high-end hotels, and they agreed to the cancellations. Now, we need hotels.com to confirm with the hotels that the cancellations were approved. Hotels.com mentioned they can't assist until 72 hours before the trip, but we can't make alternative plans without the refund. Waiting until 72 hours before the trip is too late for us. We urge hotels.com to verify with the hotels that our cancellations were approved promptly. Feeling uncertain about the next steps.

Hello, I have been trying to contact you via phone and email but have not received any responses. Today is supposed to be the start of my reservation, but I had to cancel due to obvious reasons. I am aware that Hyatt Place is refunding all canceled reservations regardless of the policy, as I am a customer of Hyatt Place Chicago and have been informed about this. Please, at the very least, respond to my email and take care of my case as soon as possible. Thank you. Good afternoon, I have been trying numerous times to get in touch with you, but it seems impossible. My concern is regarding a booking I made on March 9, [redacted], for next week from March 21 to 24. My booking number is [redacted]. I understand the policy states that it is non-refundable, but the circumstances are out of my control. The government is closing all public places, my flight was canceled, and everything is due to the coronavirus situation. I kindly request your assistance. I believe a refund or a credit for future use would be the most suitable resolution. Thank you, Oscar T.

I have been attempting to contact you via phone and email but have not received any response. Today was supposed to be the start of my reservation, which I canceled for obvious reasons. I am aware that Hyatt Place is refunding all canceled reservations regardless of the policy. Hyatt Place Chicago informed me about this. I kindly request a response to my email and assure you that I trust you will address my case promptly. Thank you, Oscar T. -------- Original message -------- From: Oscar T. Date: 3/13/20 1:10 PM (GMT-06:00) To: [redacted] Subject: Urgent: GetHuman Assistance Needed for Booking | Mar 13, [redacted] | Booking Ref: [redacted] Good afternoon, I have attempted to contact you multiple times without success. I made a booking on March 9, [redacted], for March 21 to 24, with booking number [redacted]. Although the policy states it is non-refundable, the circumstances are beyond my control due to government closures, flight cancellations, and the coronavirus situation. I am requesting your assistance, either in the form of a refund or a credit for future use. Thank you, Oscar T.

I wanted to share my recent experience during my stay at Ramada Seoul from March 1st to March 29, [redacted]. Despite my initial trust in the Ramada name, the hotel had various internal and mechanical issues. Throughout my 3-week stay, I experienced over 5 blackouts with no functioning heater and an unflushable toilet. Following a long blackout on March 18th, there was no hot water in the morning, leading me to take a cold shower and worsen my cold. I decided to check out a week early after discussing this with the hotel staff who agreed to refund the fourth week. However, upon checking out today after completing the 3-week stay, the staff did not provide me with a written confirmation of the agreed refund for the fourth week. I would appreciate it if you could reach out to the hotel to ensure they honor their agreement. Thank you for your assistance.

I attempted to cancel my hotel reservation for March 17th before the March 16th deadline but was unsuccessful in reaching anyone via phone calls or chat. Despite numerous attempts, I was only met with automated messages or unavailable agents. I even reached out to the hotel directly but was redirected back to the booking site. I eventually submitted an online cancellation as all the restaurants in Kansas City were closed for the event I intended to attend, rendering the room unnecessary. I am requesting a refund and confirmation to avoid further action. Not being able to cancel before the deadline was disappointing given my multiple efforts. Thank you, T.M. CHAT (One Copy- I have MANY): Confirmation number: [redacted]28 I tried to cancel this reservation multiple times but couldn't reach anyone for a refund. Our event was canceled due to the Coronavirus, and we urgently need assistance canceling and obtaining a full refund. We prefer to resolve this directly rather than through our credit card company. Thank you.

Recently, I reserved a one-night stay through Hotels.com at the Baymont by Wyndham in Decatur, AL, for 3/13/[redacted]. Unfortunately, upon arrival, the hotel was not as expected. The room was dirty and rundown, nothing like the photos online. The overpowering smell of bleach was nauseating, the air conditioning didn't work, and the carpet had stains. After a brief visit to the room, we decided to leave. We then found a cleaner and more pleasant accommodation at the Best Western River City nearby. Despite attempting to contact Hotels.com numerous times regarding a refund, I was unable to reach them due to high call volumes and technical issues related to COVID-19 cancellations. While I understand the room was non-refundable, I feel misled about the condition of the property. I am requesting a full refund of $95.31. Moving forward, I plan to book directly with trusted hotel chains. I am dissatisfied with this experience and will not use Hotels.com again.

Hello, My name is Manuel Lopez. Due to the impact of the COVID-19 pandemic, I had to adjust my travel plans, resulting in two hotel reservations. While one reservation was fully refunded, the other, Booking confirmation #[redacted][redacted] at the NH Collection in Dresden, did not provide a refund as requested. I specifically booked a rate allowing cancellations. I kindly request a full refund for this reservation, as circumstances were beyond my control. I assure you that I will continue to use your services after this situation resolves. I anticipate revisiting the same locations once travel resumes and believe it unfair to pay twice, especially after being assured of a refund for any cancellation. You have my contact details: email [redacted] and phone [redacted]. Despite multiple attempts, I have been unable to reach an agent and hope to resolve this matter promptly through email correspondence. Given my current financial constraints from being laid off, a swift response is greatly appreciated. Please address this matter at your earliest convenience. Thank you, Manuel Lopez

I made a reservation for a 5-night stay at the New Orleans Doubletree by Hilton Hotel from April 29 to May 4, with confirmation number #[redacted][redacted]. Unfortunately, due to the Coronavirus outbreak and the cancellation of the NOLA Jazz Festival, I had to cancel my trip. Hotels.com mistakenly created two bookings for the same stay, both at non-refundable rates. When I tried to cancel, only the first two days' booking had the nonrefundable policy waived due to COVID-19, not the last three days. I am confused why the waiver doesn't apply to the entire stay. The hotel referred me back to Hotels.com since I made the payment through them. Any assistance would be appreciated. Thank you, T. Corrigan

Hello, my name is Brad H., and I had made a reservation at the Cambria Hotel Milwaukee Downtown for March 25 to March 28, [redacted]. My confirmation number with Hotels.com is [redacted][redacted]. Due to the cancellation of my conference in Milwaukee because of the Covid-19 crisis, the hotel informed me that they have refunded the payment but advised me to contact Hotels.com for the refund processing. They provided me with the cancellation number [redacted]24. I have been trying to reach out to you for a few days now. I kindly request your assistance in processing the refund back to my credit card. Once processed, could you please email me the confirmation number for verification? My contact email is [redacted] Thank you for your support in this matter.

I would like to inform you that I had a reservation at Novotel Paris Sud Porte de Charenton for March 9, [redacted], under reservation number [redacted][redacted]. Unfortunately, due to the current virus threat, I was unable to travel. On March 6, [redacted], I reached out to Hotels.com via email at [redacted] to request the cancellation of my reservation, as per the instructions on the website. I also spoke with a Hotels.com agent through the messenger service, who assured me that they had contacted the hotel on my behalf for the cancellation. Despite these efforts, I never received a response from the hotel, and the reservation was not canceled, showing as if I had stayed at the hotel when I did not. I recently got an email from the Accor Team mentioning that reservations made through Accor could be modified without penalty; however, bookings made through travel services must be handled directly with them. I believe there is still an opportunity for a refund or modification of my booking, which I never utilized. I trust that Hotels.com will be able to assist me with this matter, as I made my reservation through their services and not directly with the hotel through Accor. Thank you. G.

Dear Sirs, I have a reservation for 3 nights at The Armada Hotel in Amsterdam starting on March 28, [redacted]. The booking is non-refundable, but due to the Covid-19 outbreak, I am concerned if the no-refund policy will be waived. It seems unfair given the current circumstances. My family has been using this website without any issues previously. Considering the risks involved in traveling during this time, not only would I be at risk of contracting the virus, but I would also be putting the hotel staff, fellow guests, and the public in danger. This trip was a significant financial commitment for me, amounting to €[redacted]. We are all facing challenges during these uncertain times, and losing this money would be a further blow as I am currently unemployed. I kindly request to change the dates of my booking, or if possible, receive a refund or credit due to these extraordinary circumstances. I have contacted the hotel and am awaiting their response. I am willing to provide my booking details for further assistance. I appreciate your attention to this matter. Kind Regards, Alex

I would appreciate your assistance as my attempts to contact you on Saturday were unsuccessful. The live chat system did not recognize my email address, resulting in an inadequate response. Unfortunately, we had to cancel our long-awaited trip to London, including a stay at the Crown Plaza hotel and a viewing of Hamilton, as a result of the Coronavirus situation. Our booking, [redacted], is non-refundable, but given the unprecedented circumstances, we are hoping you can provide a voucher for future use when this crisis subsides. As a nurse, this trip was a special family treat that I cannot afford to lose. The hotel has offered to issue a voucher, but as we booked through hotel.com, they redirected us to you. Can you please consider honoring this request? Thank you for your attention to this matter. - A.S. and family

I had a reservation for March 19, [redacted]. I attempted to cancel due to travel restrictions related to the virus. After waiting on hold for 45 minutes with hotels.com, I was disconnected when someone finally picked up. I tried using the chat feature for 3 hours without success. Despite having a non-refundable reservation, I refrained from canceling through the website after seeing the refund policy. Instead, I contacted the hotel directly on March 17, and they canceled my reservation with a full refund due to COVID-19. The hotel advised me to seek the refund through hotels.com since I made the booking with them. Therefore, I am seeking a refund for reservation #[redacted][redacted] totaling $[redacted].44. Thank you.

I'm Brad H., and I had a reservation at Cambria Hotel Milwaukee Downtown in Wisconsin from March 25 to March 28, [redacted]. My Hotels.com confirmation number is [redacted]. Due to the Covid-19 pandemic, my conference was canceled. The hotel informed me they refunded the payment to Hotels.com, but I need to contact you for the refund to be processed to my credit card. The hotel provided me with cancellation number [redacted]24. Please verify with the hotel and process the refund, emailing me the confirmation number for verification. If you require more details, feel free to ask. My email is [redacted] Thank you for your assistance.

Hello, I made a hotel booking through Hotels.com via TopCashBack with order number [redacted][redacted] for $48.53, expecting $3.88 cash back. Even after completing my stay, the cash back did not show up in my account. TopCashBack denied my claim, alleging I did not click their link before booking, which I did. I seek Hotels.com to approve my $3.88 cash back. I have not taken legal action but consulted a lawyer who is willing to help over such a small amount. Despite this issue, I enjoyed the booking experience. All I ask is for my $3.88 to be processed. I value customer service and hope to have this matter resolved promptly. Thank you for your attention, A.A. [redacted] [redacted]

I am trying to obtain a refund for a non-refundable room due to the impact of the coronavirus and the cancellation of our cruise. After being advised by Hotels.com to contact the properties directly, we have successfully secured refunds for two reservations. The first confirmation number, [redacted], is for the Coronari Hotel in Rome. Serena from the hotel has confirmed in an email that they are willing to refund the room. She mentioned understanding the situation and suggested rebooking for next year. The second confirmation number, [redacted], is for the Comfort Inn La Guardia Airport in Elmhurst, New York. After contacting the hotel, we were directed to reach out to Choice Hotels for the refund. We got in touch with Michelle at [redacted], who approved the refund based on their updated coronavirus policy. We are facing difficulties communicating this to Hotels.com for the refund process. Assistance with this matter would be greatly appreciated.

I have a non-refundable hotel reservation at Southernmost Beach Resort from 5/9/20 to 5/11/20, with confirmation number [redacted] and the amount of $[redacted].73. Unfortunately, I had to cancel my trip due to the coronavirus situation. The hotel agreed to honor the cancellation, but they mentioned that Hotels.com needs to verify their policy. I have attempted to contact Hotels.com but have been unsuccessful in reaching them. I am seeking assistance from a representative to handle this matter personally, as the website seems to only offer a cancellation option without a refund. Please assist me in getting Hotels.com to issue a full refund, as the hotel has agreed to do so.