Hotels.com Customer Service Issues

Subject: Cancellation Request for Hotel Levell Reservation in Amsterdam Hello, I wanted to bring to your attention that since both my flight with Emirates and cruise with NCL have been canceled due to Covid-19, I am also unable to fulfill my hotel reservation at Hotel Levell in Amsterdam. I recently received communication from Hotel Levell indicating that a full refund may not be possible, however, given the circumstances, I am hopeful for a full reimbursement similar to the one assured by Booking.com for my stay in Brussels from June 6th to June 8th, [redacted]. Considering the current global situation and the uncertainties surrounding travel restrictions, it is challenging for me to reschedule another trip to Europe in the foreseeable future. I appreciate your understanding and cooperation in this matter. Thank you for your attention to this issue. Sincerely, F.T.

My partner is currently staying in a Georgia hotel after a long journey. Unfortunately, there was an error made at the front desk regarding her reservation date when she arrived. She is in town for her aunt's funeral who recently passed away from COVID-19. The hotel staff acknowledges the mistake and is willing to provide a refund, but they need approval from management. I'm reaching out on her behalf to kindly request your understanding and assistance in processing the refund to avoid her losing $65 due to this misunderstanding. The front desk is available until 7 PM, and I have all the necessary details. My name is Aaron, and she is Angel. The confirmation number for her stay is [redacted][redacted]. Thank you for your help.

My companion was very tired while driving to Ashburn, Georgia. I convinced her to stop at a Super 8 for safety. She tried to book a room on your website for a good deal but accidentally selected the wrong date due to exhaustion. The front desk attendant allowed the booking to proceed, and now it's non-refundable. We were assured a refund by the attendant as my companion clearly made an error in the booking. The confirmation number is +92-[redacted] for Super 8 Wyndham in Ashburn, Georgia. She checked in late last night, Sunday the 17th, for a stay from the 16th to the 17th. She shouldn't be penalized for an honest mistake, and we seek a refund.

Subject: Issue with Booking - Confirmation Number: [redacted]08 Hello, I am reaching out to you regarding the incident I encountered with my reservation, as mentioned in the subject line. I found myself abroad without accommodation, despite booking several months in advance. The hotel informed me that they no longer worked with HOTELS.COM and that my reservation was void. I had to urgently find alternative accommodation, which ended up being much more expensive and not easy to secure last minute. I have emailed and called you (which is costly from Argentina) and all I received was a refund of [redacted].34€. I want to point out that after accumulating 20 nights, I used 2 reward nights worth 52.74€ each, which were deducted without explanation. I request a compensation equal to the damages incurred (both financially and emotionally). I have refrained from leaving any negative reviews in anticipation of the action you will take to resolve this situation. Best regards, M. FATHALLAH

Hello, I received notification from The Marine Hotel that my reservation for 27th May was canceled because they are only accepting Key Workers. They shared that my Booking Number through Hotels.com / Expedia was [redacted][redacted] but advised me to contact you directly to avoid possible charges. I am unable to locate my confirmation email or the booking on my account. When attempting to cancel online with the provided Booking Number, it does not work. Below are the details: • Confirmation number provided by the hotel: [redacted][redacted] • Email used for reservation: [redacted] or [redacted] • Hotel information: The Marine Hotel, 6 The Front, Hartlepool, TS25 1BS – 01[redacted]44 • Check-in/check-out dates: Check in Wednesday 27th May / Check out Friday 29th • Guest name: Craig Ball Could you please confirm the cancellation and ensure I will not incur any charges? Thank you.

Hello, Membership Number: [redacted]1 I have recently made a booking for 18 nights at the APA Hotel & Resort Nishishinjuku Gochome Eki Tower with Confirmation Number: [redacted][redacted]. I encountered a payment issue which was resolved by your colleague. However, we forgot to apply the promotional code RWD2X2020 for this reservation to avail of the free nights. I would greatly appreciate it if you could assist in adding the code to my reservation. Thank you in advance. Best regards, Gérard G.

I had a reservation with Hotels.com, booking number [redacted][redacted], for 4 nights in Toronto in February [redacted], intending to travel in June [redacted]. Due to Covid-19, our flight was canceled, and we were unable to stay. On May 3, Booking.com promised to help but only asked if I would stay or cancel without considering the situation. I attempted to communicate multiple times but received standard messages. The hotel provided a voucher, but it's only valid before my initial booking date in February, during winter which is inconvenient for us. Hotels.com was unhelpful in resolving this issue, and I found their customer service lacking. I won't choose to book with them again in the future as they seem unresponsive to genuine concerns. - J.J. Clements

We need to cancel our hotel reservation due to Hawaii extending the lockdown until July 31 because of COVID-19. We originally booked a refundable reservation through hotels.com, but we haven't received the refund on our credit card yet. It's frustrating that they can charge us for new bookings instantly but take so long to process refunds. We were told it's the bank's fault and COVID-19 causing delays, but we are not convinced by these excuses since we run a business ourselves. Now we have a $1,[redacted] charge on our credit card without a refund for 30 days. We have booked with hotels.com before and never experienced this. We need the refund to free up credit on our card for our upcoming trip. This experience has made us question hotels.com's customer service policies.

I am Natasha Ellars. I made a booking for Studio 6 in Columbus, Ohio through your website for May 6th to May 8th. Unfortunately, the hotel called on the day of my arrival to cancel as they had no available rooms for my reservation. I had paid for the hotel using my hotels.com gift card. Although they assured me a refund, I have yet to receive it back. The app still shows me staying there on those dates, creating confusion. Every attempt to contact support has led me in circles between gift cards and hotel.com customer service. The total cost was $[redacted].62, paid through my gift card. Despite being promised a refund by the hotel upon cancellation, I am still awaiting it. It has been almost two months with no resolution or answers. I appreciate any help in sorting out this issue. Thank you for your assistance. - Natasha

I am requesting a full refund for booking confirmation number [redacted] made through hotels.com on June 18, [redacted]. On the day of check-in, July 3rd, I was notified at 4:30 am via email that the booking was canceled. I called hotels.com, and the agent assured me a comparable replacement room was booked. Upon arrival, the substitute accommodation provided was unsatisfactory - unclean, old, and not properly sanitized for Covid-19 precautions, posing a health hazard for my family, especially for my child with underlying health concerns. Unable to check-in, we had difficulties finding an alternative hotel for my husband and two children, resulting in a higher cost and a late check-in at 9:30 pm. This entire situation is unacceptable. Despite my efforts to address the issue and seek a refund from hotels.com, I was unable to get assistance as per the customer service representative. I plan to dispute this charge and may seek legal advice if necessary.

I am requesting a full refund for the booking confirmation of ************* made through hotels.com on June 18, [redacted]. On the day we were supposed to check-in, I received an email at *:** am informing me that the booking was cancelled, which is completely unacceptable. I contacted the booking agent who assured me she would find a comparable room, but upon arrival, the replacement hotel was dirty, old, and not sanitized for Covid-19. Due to safety concerns for my family, especially one child with health issues, we did not check in. We struggled to find a suitable hotel, paid double the original amount, and didn't secure a room until 9:30 pm. When I tried to request a refund from hotels.com, I was unable to reach anyone for assistance. I intend to dispute this charge as fraudulent with my bank and may seek legal counsel if necessary.

In February 27, [redacted], I made a reservation and paid a deposit for three nights at No 12 Hotel and Bistro in North Berwick, Scotland with confirmation number [redacted][redacted]. Due to the global Covid situation, United Airlines offered fee-free changes for future reservations until end of May, prompting me to cancel my stay. I reached out to No 12 Hotel and Bistro, and they directed me to Hotel.com for refunds. Currently, with restrictions in place for US citizens entering the EU with mandatory quarantines in the UK and possibly in Scotland, travel plans are uncertain. I am 78 years old and uncertain when it will be safe to travel again. I am seeking a refund of my deposit, minus a currency exchange fee totaling $[redacted].55. The current travel landscape is challenging, and I am hopeful for more flexibility in the future. Thank you, Robert Walch.

On February 27, [redacted], I booked a three-night stay at No 12 Hotel and Bistro in North Berwick, Scotland, with a deposit paid and confirmation number [redacted][redacted]. Due to the global impact of Covid-19, I had to cancel my reservation in line with United Airlines' flexible policy. The hotel directed me to contact Hotel.com for the refund process. Given the current travel restrictions and uncertainties surrounding future trips, I am kindly requesting a refund of my deposit, minus a currency exchange fee of $[redacted].55. As a 78-year-old traveler, I am unsure when it will be safe for me to embark on journeys again. Thank you for your attention to this matter. Best regards, Robert W. [redacted] Lisa Lane Allentown, PA [redacted]

Dear Sirs, I canceled my booking with reservation [redacted][redacted] on April 21 through Hotels.com as instructed due to the COVID-19 situation. It has been over 30 days since the cancellation, and I have yet to receive my refund and reward points. I am aware of the challenges faced with processing cancellations, but nearly 3 months is beyond reasonable. I kindly request an update on the cancellation status and the return of my money and reward points, which I intend to use for a future booking. Awaiting your prompt reply. Dave K.

I am in urgent need of assistance regarding two reservations at the Sura Hagia Sofia Hotel booked through Hotels.com for my clients, who were unable to travel due to South Africa being in lockdown. I requested the hotel to cancel the reservations due to the COVID-19 pandemic and either provide a full refund or change the dates to 25-26 July [redacted] as the cruise has been postponed. The hotel refused to refund the money and only offered to change the date until 31 December [redacted], which is unacceptable. This is the first time we have encountered such an issue during the pandemic, as all our other bookings have been cancelled and refunded without any problems. The hotel is not even willing to postpone the bookings to [redacted]. The situation is causing a significant financial loss to my clients, and I am seeking your intervention to request a refund from the hotel. I have all the email correspondence with the hotel and Hotels.com, which I can provide if needed. Your prompt assistance in this matter would be greatly appreciated. Sincerely, Carolyn

On my recent business trip to Chicago, I booked a stay at the Lxg Midway Airport hotel based on the 8.6 rating on Hotels.com, but it was a huge mistake. The property was rundown, under construction, and located in a seedy area, completely different from what was advertised. Despite the impact of Covid-19 on hotel services, not having access to basic amenities like an ice machine and internet was unacceptable. I rely on the internet for work-related tasks, and the lack of connectivity severely disrupted my activities. When I raised the issue with Luis at the front desk, no solution was provided. The absence of functioning internet and nearby dining options made my stay even more challenging. The hotel's failure to deliver essential services not only affected my business operations but also resulted in financial losses. It's disappointing that the hotel misrepresented its facilities, causing inconvenience and discomfort to guests. Moving forward, I am exploring options to address these issues and recover the losses incurred during this stay. The lack of transparency regarding the internet situation was frustrating, and proper communication at check-in could have led me to choose an alternative accommodation.

Yesterday (7-25), I contacted hotels.com multiple times early in the morning regarding canceling my reservation at the Quality Inn in Delta, CO, as my wife was feeling ill with a fever. Despite providing the confirmation number given to me by the hotel, hotels.com could not assist with the cancellation and requested the number repeatedly throughout the day. Due to Covid-19 concerns, I decided to cancel the reservation, but I have since been charged $[redacted]. I would appreciate a prompt response regarding this matter. Thank you, Ed M. at [redacted] or [redacted]

I encountered a problem with a prepaid reservation booked through hotels.com for a stay at a Holiday Inn Express in Hudson, WI. Upon check-in, there was confusion as the clerk and manager struggled to resolve issues with the booking while others were waiting. Eventually, they provided me with a room key, mentioning it might be resolved at check-out, which did not happen. The receipt I received was incomplete, lacking important details. Fortunately, my credit card was not wrongly charged. I reached out to Hotels.com via the email address on their website, providing all the necessary information about the incident. I am currently awaiting their response. Thank you.

We made a reservation at the Four Points by Sheraton in Bangor, Maine through your service for July 23rd to 27th due to a broken refrigerator. While checking under the mattresses, we discovered soiled face cloths with feces, causing significant distress. The hotel manager mentioned they couldn't refund us since we booked through your platform, stating you're accountable for the situation. Requesting a refund is essential as this incident, especially with my health condition battling cancer, led to my hospitalization. Both the manager and I took photos of the unacceptable discovery, and the housekeeping staff was informed of the issue.

On Saturday, August 1st, [redacted], my spouse and I spent the night at a Quality Inn motel in Grand Junction, CO. As seniors over 70 years old, we are cautious about the pandemic. Upon arrival, we waited for our room due to extra cleaning measures. Later that evening, we found a stain on the comforter, possibly blood or chocolate. After informing the front desk, they apologized and offered a replacement. Opting for a refund instead, we were surprised when the general manager, Rik Martindale, insisted we pay or leave, showing a lack of empathy and customer service. Despite the late hour, he was unhelpful and rude, providing no alternative solutions. Feeling mistreated, we had to seek another room with the help of our daughter. This situation was poorly handled, and we believe it's important for your company and others to be aware. Sincerely, Patrick C.