Hotels.com Customer Service Issues

My spouse and I had a disappointing experience at a Quality Inn motel in Grand Junction, CO. We're both over 70 and very aware of the pandemic and cleanliness. After arriving on Friday, August 1st, [redacted], we found a stained comforter in our room. Despite informing the front desk and receiving a refund, the general manager demanded payment or for us to leave, providing no other options. This led to us being asked to vacate on a Saturday night, causing inconvenience. Fortunately, our daughter helped us secure a room elsewhere. We believe it's important for your company to be aware of this incident concerning Mr. Martindale's unhelpful behavior. - Patrick Clarke

Subject: Disappointed with Recent Experience with Hotels.com To Hotels.com Management, I've been a loyal Hotels.com customer for over a decade, utilizing your services for all my personal and business hotel reservations. Generally, I have been very pleased with the reliability and customer service provided by your company. However, in the past month, I have encountered a significant issue that has severely tarnished my opinion of Hotels.com. My attempt to book a car rental through my account, for the first time, resulted in a dreadful experience. The rental was confirmed with a company I was unfamiliar with, prompting me to cancel the reservation due to numerous negative reviews online. Despite my efforts to cancel the reservation and assurances of a refund, the charge on my credit card remains unresolved. Numerous calls and hours on hold have resulted in conflicting information and a lack of resolution. In my recent chat with a Hotels.com agent, I was directed to multiple numbers with no success in obtaining assistance. This ordeal has made me reconsider my loyalty to Hotels.com, as the lack of support and unresolved payment issue have left me feeling undervalued. I urge you to reconsider your partnership with the car rental company in question and address the inefficiencies in your customer service process. Sincerely, Timothy D.

I found the Seahaven Beach Resort in PCB, Florida on your website listed as a pay now or pay at hotel option. I made a reservation for March 26th to March 29th, [redacted] selecting the pay at hotel option according to Hotels.com where no payment was due at the time of booking. Unexpectedly, the resort charged my account for one night's stay, causing me to incur overdraft fees totaling $[redacted]. Although Seahaven has reimbursed the fees, I still face financial issues due to the overdraft. They claim it was Hotels.com's mistake. I would appreciate if you could contact my bank at [redacted] to clarify this error and request a refund of all the incurred overdraft fees. This situation has put me in a difficult position financially as a single mother living paycheck to paycheck. I rely on your service for my accommodations and this incident has affected me significantly. Kindly reach out to the bank to rectify this matter on your end.

I have previously reported this issue, but I have not received a satisfactory response. The case reference is [redacted]. I canceled a booking at the Forget Me Not Hotel in Barcelona for the dates of July 28th to July 31st, [redacted]. Upon cancellation, I was promised a voucher until the end of July [redacted], but the voucher received only extended until July 14th, [redacted]. After a review of the call recording, it was confirmed that the incorrect information was given to me. I was assured by Dipendra on July 17th, [redacted], that a new voucher would be issued, valid until August 31st, [redacted], but I have not received it. Despite Jelo stating that my account was credited on July 19th, I lack evidence of this. I have been instructed to contact customer support once more in an email dated July 23rd. Thank you.

Yesterday afternoon, I made a reservation at the Residence Inn Marriott on West El Camino in Sacramento, California. Upon arrival, the manager informed me that due to Covid-19, they do not rent rooms to locals, which included me. Despite pre-paying for the room online using my credit card and the amount being deducted from my account, I was unable to stay there. I later found another room in Sacramento through hotels.com. Unfortunately, I've been unable to reach customer service at hotels.com to cancel my original reservation and request a refund. I simply want my money back as I cannot afford to pay for a room I couldn't use. If anyone can assist me with this matter, I would greatly appreciate it.

I am waiting for a response regarding a refund from a hotel where my bank account was charged nearly $[redacted]. Unfortunately, I had a family emergency preventing me from staying, and I am in need of that money due to traveling to attend my grandmother's funeral in a different location. I was told someone would reach out to me about this matter, but I have not received any communication yet. Kindly contact me at the phone number provided promptly.

My wife accidentally reserved a room at the Millenium in Durham for the wrong date, which was meant to be for testing related to her dementia on 9/3, not 9/4. I frantically tried to cancel through Hotels.com by calling but couldn't find a number. After downloading the app, I finally reached them but was cut off after a 26-minute wait around 4:26. Desperate, I contacted the hotel directly to book the correct date. I hope Hotels.com does not charge me for the mistaken reservation as I tried to cancel before their 4 pm deadline.

I am currently staying at Motel 6 in Davenport, Iowa, and unfortunately, there are roaches in my room. The hotel staff and Hotels.com are not willing to assist until business hours tomorrow. I was informed that the customer service number reaches the highest level of employee, who is a manager. I paid $70 through Hotels.com for the stay on September 5th, [redacted]. I believe I deserve a refund and immediate accommodation in a different hotel due to the roach infestation.

Good morning, We are seeking a more satisfactory solution regarding our trip to Amsterdam due to our friend Gisèle's upcoming chemotherapy. We would like to transfer the reservation to her name to simplify potential reimbursement from our insurance. Could you please update the reservation under the name of Gisèle Hostettler Fässler and send the invoice to her address in Switzerland at Rue des Charmettes 10, [redacted] Neuchâtel? Gisèle is registered on Hotel.com with the email ID [redacted] Kindly forward the invoice to this email with a copy to [redacted] Thank you in advance.

Our stay at Red Lion Hotel in Coos Bay, Oregon with Confirmation #[redacted][redacted] was disappointing. We would appreciate a partial refund for our stay at this hotel as our room was subpar. We are experienced travelers and have stayed in various hotels, but this room was not worth the price. The hotel is old, outdated, and poorly maintained. The air conditioning was ineffective and needs attention. The toilet had flushing issues and was noisy. The bathroom fan was also not working. Additionally, the microwave was dirty and made a loud, concerning noise. We have a video of this issue as well. Given the high rates and lack of proper service, especially concerning the issues we experienced that are not related to COVID, we feel our request for a partial refund is justified.

Regarding booking number [redacted][redacted] for a refund request: On July 9th, I, Kevin George, requested a refund from a French hotel due to Covid concerns. I had reserved two rooms in the names of Kevin George and Kevin Murphy, with payment made by Kevin George's credit card totaling $[redacted].34. The hotel agreed to the refund, and $[redacted].67 was credited back to my account. However, after contacting the hotel, they indicated they had not received any payment or knowledge of the refund, advising me to reach out to Hotels.com. Upon contacting Hotels.com, they offered a voucher (Code GWC5LTNUJK) for the remaining amount instead of a monetary refund. I am seeking clarification and prefer a full refund in line with the cancellation policy quoted to me. Thank you. Kevin George

I would like to report an issue with my reservation at Hotel Saracena in Praiano, Italy from July 15 to July 26, [redacted], with reservation number [redacted][redacted]. We booked a family room with a sea view for three people but were given a smaller double room upon arrival. We immediately raised this concern with the staff, who said they would move us to a bigger room once available. However, this did not happen, and now the hotel owner is denying our complaints. I have provided evidence of our booking details showing a larger room size than what we received. I am seeking a partial refund for the misrepresented accommodation but have faced unhelpful responses from Hotels.com. Despite my multiple emails and calls from Italy, my concerns have not been properly addressed, and I feel my information has been overlooked. I urge Hotels.com to thoroughly investigate this matter and provide a resolution. Your prompt attention to this issue would be greatly appreciated. Thank you. Sincerely, Rosaria Gallifuoco

Upon arrival at the Sleep Inn & Suites in Scranton Dunmore and checking into room [redacted], we began unpacking only to discover that we were being bitten by fleas or bed bugs. We have documented this with photos and video evidence. When we requested a refund at the front desk, we were directed to contact you since we booked through hotels.com. I am seeking guidance on what steps are necessary to proceed with obtaining a full refund for our reservation. Please reach out to me if any additional information is required from my side. Thank you.

I recently spent an hour in the lobby of a Drury Hotel trying to contact Hotels.com through phone and chat, but was unable to reach anyone. The hotel I booked through your service was unable to provide a room, leaving me frustrated and disappointed with the poor customer service experience. As a busy business traveler, I don't have the time or patience for such issues. I eventually had to book another room at a different hotel to ensure accommodation. I hope to avoid being double billed for the two bookings. If this level of service continues, I may have to consider switching to a different booking platform once I have used up my free nights. I urge you to improve your customer support to retain loyal customers.

I made a reservation for 2 rooms at Hotel Emblem in San Francisco for May 22-24. Due to Covid, my trip got canceled, and I received a coupon from Hotels.com to rebook within a year. I tried to use the coupon for October 2 but was told it's invalid. Despite contacting customer service and being promised a resolution in 2 weeks, I haven't received any updates. I called again but received no help, and now I can't reach a real person as the automated system disconnects me. I want to rebook a Premier King room for 2 people on October 2 using the coupon. The confirmation code for my initial booking was [redacted], and the coupon code was GWCNXEDA49. I've tried to contact the hotel directly, but they redirected me to Hotels.com.

I made a reservation through hotels.com at the Crown Plaza in MN but encountered cleanliness and maintenance issues, prompting us to change rooms three times. The hotel manager promised a full refund and instructed me to contact Hotels.com. Despite multiple attempts, I faced long wait times and difficulty locating my reservation with Hotels.com. Frustratingly, the hotel clarified that after refunding me, they would reimburse Hotels.com. This process has left me feeling upset as it has been challenging to connect with a representative and address this matter efficiently.

I experienced frustration being placed on hold for extended periods and struggling to speak with a different representative. Although promised a callback within 30 minutes, it took over an hour due to current circumstances, which I understand. I was informed that my money would be refunded and received a $[redacted] voucher, but I was confused about its single-use limitation. The funds were withdrawn from my bank account by the company, and I was told they would refund it within 24 hours. As of now, I am anxious because the refund hasn't come through, and I face being without accommodations since the funds are tied up. It's challenging to navigate this situation with a toddler and a pet during the pandemic, especially when facing homelessness. I urge hotel.com to consider providing accommodation for the week as I await the refund, as I am in a precarious position due to the delay.

I made a reservation at the Microtel in Inver Grove Heights, MN for two nights. During my stay, I faced a worrisome experience involving the police conducting a wellness check on guests in a nearby room which delayed my access. Another incident involved a drug overdose in the room next to mine, leading to police and paramedics being called. This has left me feeling stressed and anxious both during and after my stay. I am requesting a refund due to these disturbing events. My confirmation number is [redacted][redacted], and the email used for the reservation is [redacted]

I am attempting to cancel my hotel reservation, which was supposed to be free of charge if canceled before 3pm the day before check-in. It is not yet past 3pm, but I am being prompted to pay a fee when trying to cancel. I have been encountering difficulties for the past few hours. This situation contradicts the information I was given. Could someone assist me in canceling the reservation without incurring any charges?

I am experiencing issues with Hotels.com reservation clerks. My reservations for Best Western in the Indianapolis area on June 5th & 6th, 20 were canceled due to my bowling tournament being canceled because of Covid-19. Around June 1st, we received a message from the agency asking if we still needed the rooms I had reserved, to which we replied no, cancel. Surprisingly, the city had not even opened at that time. After a couple of weeks, while reviewing my checking account, I discovered that the agents failed to process my cancelation request, and the hotel charged my credit card for the 5 rooms, totaling $1,[redacted].00 plus. Despite disputing these charges with Best Western corporate offices in Arizona, Kimball Federal Credit Union, and the hotel in Indianapolis, I have not been successful in obtaining a refund. The charges seem fraudulent, as they were made 2 or 3 days after my scheduled departure date. As a result of this oversight by the agents, I am seeking your assistance in obtaining a refund or credit for future travels. Thank you for your help. - Kevin L. M.