Hotels.com Customer Service Issues

I had a reservation over the weekend and tonight in Sanibel Island, Florida, that I need to cancel. However, I was advised by hotels.com to wait for a special email regarding the cancellation to avoid fees. Unfortunately, I have not received this email yet. I've been trying to contact hotels.com and the hotel itself since yesterday, but haven't been successful. Considering the current situation with COVID-19 and restrictions in Miami, I am worried about potential cancellation fees. Can someone please assist in canceling this reservation without any charges? Your prompt attention to this matter would be greatly appreciated. Thank you. Booking Confirmation: #[redacted][redacted] Andrew Soukup

I have been trying to contact you since Sunday, March 15th. After spending over an hour on my mobile, I finally reached a call taker. Despite my efforts to change my hotel booking at B&B The Verhoeven in Ghent from March 19th-21st to September 10th-13th due to Belgium's shutdown, the hotel could not provide a clear decision. They directed me back to you. I received an email on Tuesday, 17th, stating the hotel couldn't confirm the change, leading me back to your customer service. Despite the initial email confirming a non-refundable booking, my Mastercard was charged on December 1, [redacted]. I believe, considering the circumstances, a refund is warranted. I have found it extremely challenging to reach you through phone and live chat, which has been frustrating. I hope to receive a prompt and satisfactory reply regarding my refund. Sincerely, Janet Ollier

I am requesting a refund or credit for my upcoming and past reservations. Two reservations were for Disney, which is currently closed, and one was for the Olympics, which has been canceled. These circumstances were beyond our control, and we believe we should receive credit or a refund, including our free night redemption. I tried contacting the hotel regarding the past reservation, but they directed me to reach out to you directly. Despite numerous attempts over the last three weeks, I have been unable to get through. My reservation numbers are [redacted], [redacted], and [redacted]. While I understand these were non-refundable bookings, the cancellations were not by choice but due to the coronavirus situation. As part of a high-risk medical group, including a granddaughter who survived blood cancer and a daughter with breast cancer, we have been advised not to visit even if the parks reopen.

I had a reservation at EVEN Midtown East Grand Central NY, NY for June 26, [redacted] under the name Robert Compani, with reservation number [redacted][redacted]. Due to COVID-19, my plans have been postponed indefinitely. I tried to reach Hotels.com but couldn't get through. I spoke with the property manager, Julie Torres, who kindly canceled my reservation without any fees. Julie confirmed that the hotel didn't charge me and that the refund needs to be processed through Hotels.com. She assured me that she would provide the necessary authorization for the refund.

I had a reservation #[redacted][redacted] at the Best Western Hotel in Abbotsford, BC. Our flight from Mexico got canceled due to the coronavirus, so we canceled the reservation. Best Western informed me that they couldn't have accepted the reservation due to the virus and isolation requirements in Canada upon return. They advised Hotels.com to refund me $[redacted].58. I have an email from Best Western confirming this. I am awaiting the refund. -Terry P. [redacted] Durnin Road Kelowna, BC V1X 7Z2 I am seeking the refund based on the recommendation from the Best Western in Abbotsford, BC, as detailed in their email to me.

In July [redacted], a non-refundable hotel stay in Tokyo was booked for the [redacted] Summer Olympics at Hotel Villa Fontaine Tokyo-Shinjuku, checking in on 27 July and checking out on 1 August. The booking number is [redacted][redacted] under the name L. Chance, with a total reservation amount paid of $3,[redacted].40. Due to the rescheduling of the [redacted] Summer Olympics to [redacted] because of COVID-19, the reservation is now unusable. Despite the non-refundable rate, considering the circumstances where many travel agencies and airlines are allowing cancellations and refunds without penalty, a request is made to cancel this reservation without penalty. A refund of the reservation amount ($3,[redacted].40) to the credit card used for booking is sought.

Upon arriving at Port of Tacoma Inn, I was disappointed to find the room did not match the photos. The chair was stained and the conditions were unacceptable. After attempting to tidy up, we decided to leave and informed the front desk. They advised contacting hotels.com for a refund due to the situation. Despite opting for free cancellation, the online system did not allow it since we had checked in briefly. The lack of nearby parking was inconvenient, and the noisy environment with questionable activities was unsettling. The front desk staff's behavior towards another guest was also concerning. I am now reaching out to hotels.com to address this unsatisfactory experience.

I sent an email yesterday regarding a refund for my hotel bookings in Germany, France, and Belgium. I provided all relevant confirmation numbers and reservation details. Despite clearly requesting a refund, the email bounced back stating that my request was unspecified. I am unsure how to proceed. I will attach the content of my original email for your reference. Name: Clifford Brett Stell Phone: [redacted] Email: [redacted] Due to the COVID-19 situation and health concerns (both my colleague and I are 62 and 70 years old with medical conditions), we were forced to cancel our planned trip exploring WWI and WWII sites in Europe. Flights and tours have been canceled, leaving us unable to travel. We wish to cancel our hotel reservations across the three countries. Although we reserved non-refundable rooms, we hope that given the extenuating circumstances, the hotels will consider waiving the cancellation fees. We intend to rebook once the situation stabilizes post-vaccine development. We appreciate your understanding. Confirmation Numbers: #[redacted][redacted] – May 6-8 – Intercity Hotel Nurnberg – Nuremberg, Germany #[redacted][redacted] – May 8-11 – 9Hotel Central – Brussels, Belgium #[redacted][redacted] – May 11-15 – Aparthotel Adagio Caen Centre – Caen, France #[redacted][redacted] – May 15-17 – The Originals City Hotel Le Bristol – Reims, France #[redacted][redacted] – May 17-18 – Best Western Plus Monopole Metropole – Strasbourg, France #[redacted][redacted] – May 18-19 – Townhouse Hotel - Frankfurt, Germany Thank you for your assistance during these challenging times. Your efforts are greatly appreciated. Have a wonderful day. Brett Stell

Dear Customer Service, I want to address the cancellation of my travel plans to Aruba because of the Covid-19 pandemic. I had a booking at Dorado Eagle Beach Hotel from 5/19 to 5/26 to attend the Music Soul Festival. Unfortunately, the festival got canceled on 4/15. It's vital to highlight that under these circumstances, it would be unjust and unkind not to refund me. I kindly request a full refund of $[redacted].50 to my card ending in [redacted]. This unexpected situation has caused significant stress, especially since I'm currently not working and need the refund to support myself and my family. Trying to contact hotels.com was unsuccessful as my reservation is not within 10 days. Even their chat option was unhelpful. I spoke with Juan at Dorado Eagle Beach hotel on 5/13 at 12:06 pm, and he assured me that all refunds, whether refundable or nonrefundable, would be honored due to the current circumstances. He recommended canceling through hotels.com since I originally booked with them. Please assist me in canceling my reservation and obtaining a full refund. Thank you for your help in advance. Best regards, T.

Hello, I am hoping that everyone is well during this challenging time of the pandemic. I am looking to contribute financially by rescheduling my travel plans instead of canceling them. I would appreciate any assistance with this matter. I am seeking to reschedule my reservation at Cavour Hotel in Florence, Italy from 6/20/[redacted] to 6/19/[redacted] due to travel restrictions related to the Coronavirus and my doctor's advice against traveling to Italy in June. I would like to keep the same room and just postpone it for a year. Although my trip is still five weeks away, all my other plans have been canceled. Additionally, I would like to reschedule my stay at Hotel Vis a Vis in Sestri Levante from June 8-12, [redacted] to June 7-11, [redacted] for the same reasons as it is part of the same trip. Thank you very much, Michele F.

This is urgent! I require immediate assistance! A charge of $[redacted].42 was deducted from my OneFed Card/Account on 04/06/[redacted] for my stay at the Holiday Inn Express on Spring St. in Charleston, South Carolina. Upon checking out tomorrow, they will charge me approximately $[redacted], leaving me unable to pay for the apartment I planned to move into. I need to know why I was charged for a stay I didn't have and where my money went. This situation has left me without funds, and I cannot afford to be double charged before transitioning to my new home.

Subject: Refund Request for Cancelled Milan Trip I am writing regarding our cancelled flights for our upcoming trip to Milan on 1/5/20 and back on 2/5/20. Due to these flight cancellations, we are unable to utilize our reservation at Idea Hotel, Milan. We kindly request a full refund for this booking as circumstances are out of our control. Unfortunately, a voucher or credit note won't be suitable for us as we do not plan to revisit Milan in the future. Our intended purpose to stay at the Milan hotel was to catch a connecting flight to Mykonos, which is also affected by the cancellation. Attached is a copy of our Hotels.com reservation for your reference. We appreciate a prompt response regarding the refund process. Thank you, Phil & Sue R.

Hello, I am following up on the cancellation I made. Can you please let me know when I can expect my refund to be processed and if I will receive a confirmation of the refund transaction? I also want to remind you that I agreed to pay an extra amount in case of cancellation. I hope to see the funds in my bank account by April 28, [redacted]. Thank you for your help with this matter. If there are any problems with my request, you can reach me at 1[redacted]. Thank you. -P.C.

I have attempted to contact a representative multiple times regarding a booking and cancellation issue, but have not received a response. I am a disabled veteran. I booked a night at Guest House Inn in Lubbock, but was surprised by a hidden deposit of $[redacted]. I used the military ID.me for the first time and my car broke down, leaving me stranded without a safe place to stay, especially during the pandemic. I was trying to book a room, but now I am out $60 and had to stay outside in an unfamiliar town. I am on a fixed budget and need assistance. Can I use the $60 towards a pet-friendly room with no deposit for tomorrow through Monday? I had a bad experience with Guest House Inn and your website and am in need of help. Thank you.

Hello, I made a booking on your website and later received a confirmation number: [redacted][redacted]. We assumed that due to the circumstances, the Lyon Centre Part Dieu Gambetta hotel would be closed like many others. It turns out we didn't stay at the hotel that night but were still charged 58.01 euros on our credit card. Thank you for resolving this issue. I will provide my email and phone number. Thank you for your assistance. Regards, Neil S. and Veronica Q.

Hello, I made a reservation on your site and later received a confirmation number: [redacted][redacted]. Given the circumstances, we assumed that the Lyon Centre Part Dieu Gambetta hotel would be closed like many others. Consequently, we did not stay at the hotel that night, from the 1st to the 2nd of May, yet we were still charged €58.01 on our credit card. Please rectify this situation. I will provide my email address and phone number for further communication. Thank you for your assistance. Regards, +[redacted]2. Neil S. and Veronica Q.

Hello, I made a reservation on your site and received a confirmation number later: [redacted][redacted]. Due to the circumstances, we assumed that the Lyon Centre Part Dieu Gambetta hotel would be closed like many others. Therefore, we did not stay at the hotel that night, yet our credit card was still charged €58.01. Please, kindly rectify the situation. I'm providing my email address and phone number for your reference. Thank you for your assistance. Regards, Neil S. and Veronica Q. Email: [redacted]

Bonjour, j'ai effectué une réservation sur votre site. J'ai reçu mon numéro de confirmation plus tard : [redacted]. Étant donné les circonstances actuelles, nous avons supposé que l'hôtel Lyon Centre Part Dieu Gambetta serait fermé comme beaucoup d'autres. Cependant, nous n'avons pas séjourné à l'hôtel la nuit du 1er au 2 mai, mais avons été débités de notre carte de crédit pour un montant de 58,01 euros. Je vous remercie de régulariser la situation. Voici mon adresse e-mail : [redacted] et mon numéro de téléphone. Merci pour votre assistance. Cordialement.

I have been using Hotels.com since [redacted] and have never experienced such poor treatment as I did tonight. During my interactions with three representatives, their unprofessional behavior made me feel discriminated against to the point where I started to cry. Unfortunately, the issue remains unresolved after a prolonged and unproductive conversation. I typically use Hotels.com for free rooms, but tonight I couldn't even access my complimentary room. This has prompted me to consider switching to a different booking website. It is disappointing that instead of resolving conflicts, the staff seemed to enjoy creating unnecessary drama. Their unprofessionalism and potentially racist attitudes have shown a lack of respect towards customers. I believe individuals handling people's finances should prioritize customer service and professionalism rather than confrontation. It is essential for hotel staff to exhibit common courtesy and be helpful, nurturing, and solution-oriented when dealing with customers. I hope this feedback sheds light on the need for better customer service practices in the industry.

Dear Sir, I would like to request the cancellation of my hotel reservation with Hotel Levell in Amsterdam due to Covid-19. Both my flight with Emirates and cruise with NCL were canceled. Hotel Levell has informed me that a full refund is not possible. I trust that, under the current circumstances, I will receive a full refund similar to the guarantee provided by Booking.com for my reservation in Brussels from June 6th to June 8th, [redacted]. Traveling to Europe in the near future is challenging due to various restrictions. I appreciate your understanding in this matter. Best regards, Francis Tang