Hotels.com Customer Service Issues

I made a hotel reservation on your website intending to redeem Tesco clubcard vouchers. Upon booking, my credit card was charged £89.99, but I encountered difficulty using the vouchers as advertised. The process seemed unclear and misleading. I am requesting a refund of the £89.99 charged to my credit card while retaining my reservation, with the opportunity to apply my Tesco clubcard vouchers. The booking details are as follows: - Booking reference: [redacted][redacted] - Hotel: The Angel Hotel - Address: Castle Street, Cardiff, Wales CF10 1SZ, United Kingdom - Check-in: Friday, October 23, [redacted] (From 3:00 PM local time) - Check-out: Sunday, October 25, [redacted] (Before 11 AM local time) - Duration: 2 nights, 1 room I urge for prompt resolution to this matter.

On 8/17/[redacted], my spouse, W.J. Black, booked a two-night stay at Hampton Inn and Suites Midtown in Savannah, Georgia. Our original reservation was for Friday 8/21/[redacted] and Saturday 8/22/[redacted]. Anticipating bad weather, I spoke with Christian at Hampton Inn to cancel our booking on 8/19/[redacted], in compliance with their policy. Despite never checking in, the charge was promptly deducted from our Capital One Credit Card upon booking. Subsequently, we contested the charge with Capital One, and although they removed it, your company has recharged us. We seek either a refund of $[redacted].34 or the cancellation of this charge. We did not utilize the reservation and should not be charged for it.

I am having trouble with my hotel reservation at the Residence Inn by Marriott Boston Watertown. When I try using a gift card for payment, the website prompts me to check highlighted fields, but there are none highlighted. The reservation is for a Studio with 1 King Bed for 1 night with a total of $[redacted].26, including taxes and fees. I input all the required information for the booking, including my first name, last name, email address, and cell phone number. When it comes to payment, I selected to use a gift card, which has a balance of $[redacted].01, but the system is not allowing me to proceed. I am stuck at the payment details section and unable to finalize the reservation.

Hello, I'm Tiara from Holiday Inn Indianapolis Airport North at [redacted] Fortune Circle West, Indianapolis, IN, [redacted]. Our current system cannot accommodate American Express cards. A guest named Marsha Marsh made a reservation and checked in on November 28, [redacted], at 4 p.m. Although the guest's personal card was accepted for incidentals, the prepaid card was declined as we do not support American Express. Could you please rebook with a Mastercard or facilitate a refund since we already charged the personal card for check-in? Please contact us soon. Call [redacted]. Thank you.

I recently arranged for my daughter and son-in-law's honeymoon at The Ramsey in Pigeon Forge, TN for 3 nights in mid-August. Since they preferred to stay closer to downtown Gatlinburg, their booking was switched to the Hilton Garden Inn on August 17th, using the same confirmation details. However, I am receiving emails from both hotels, indicating double bookings under the name Sam or Samuel Thompson.

Due to the recently imposed Covid-19 restrictions, we regrettably had to cancel our booking at the Holiday Inn and Suites in Phoenix. Our stay was in conjunction with a Weekend Basketball tournament, Battle of the Deserts, at Inspire Courts gym and neighboring courts. We were informed that only half of our hotel fee would be refunded despite the tournament's complete cancellation. We believe it is unjust to receive only a partial refund when the circumstances were beyond our control. We kindly request a full refund of the hotel fee.

Hello, I've been attempting to reserve a 1-2 night getaway for two including dinner and breakfast packages on Groupon for my two friends. One friend resides in Newcastle, County Down, Ireland, and the other is in Jersey, Channel Isles. I haven't had success yet, so I'm considering trying Hotels.com for a voucher. I want to confirm if the voucher would be usable in the areas mentioned. It would be pointless to purchase vouchers that can't be utilized at local hotels in those regions.

Hello, I recently made a reservation # [redacted][redacted] for a one-night stay at Green Tree in Victorville, CA. The booking was intended for my son, who is traveling by bicycle. Despite it being a non-refundable reservation for December 8th, I contacted the front desk to inform them that my son would be checking in instead of me. They advised that I would need to be present with my card for check-in. This requirement came as a surprise to me. Unfortunately, they are unable to refund the reservation, but they suggested contacting Hotels.com to address the issue. I appreciate your prompt assistance. Thank you, Joan F.

Hello, I'm inquiring about the expiration of my rewards. I noticed the following message but find it confusing: "Book and stay by Feb 27, [redacted] to keep your collected stamps and reward* nights. Just a reminder that we’re pausing any stamps and reward* nights due to expire from April 1st, [redacted] until at least the end of June [redacted]." Can you clarify if I must book by Feb 27, [redacted], or if my stamps/rewards will be valid until the end of June [redacted]? Thank you! J. Guzick

I made a reservation for a hotel in Morgan Hill, CA for 2 nights, checking in on the 11th. I planned to arrive in the early hours of the 12th. The confirmation email I received from Hotels.com stated check-in from 3 pm on the 11th until 7 am on the 12th. I arrived at 4:45 am only to find out the hotel had canceled my reservation due to my late check-in. They mentioned the latest check-in time is 11:59 pm. Despite showing proof of the misinformation in the email, Hotels.com only offered to refund half of the cost. They claim I should have called them upon arrival for assistance, but I have no record of speaking to them at that time. Despite providing call log screenshots, they deemed it insufficient proof.

I made a car rental reservation for Dec 25-29 from SFO airport. I chose one with free cancellation. Today, I found a better option and booked again for the same days and location. I tried to cancel the first reservation and was only offered a voucher, despite the terms stating I could get a full refund if canceled more than 24 hours before. Both reservations are through hotels.com, and the car rental is with Dollar Car Rental. However, neither phone nor chat services recognize my confirmation number. I hope to resolve this issue soon, but I am currently unable to speak with anyone about it. Thank you. - Ronda Errigo

I made a reservation for one night at La Mision Loreto Hotel on February 7, [redacted], but due to the cancellation of my NatHab excursion, I will not be arriving on that date and will not need the room. The booking was made via Hotels.com on August 26, [redacted], with a total payment of $[redacted].42 plus a foreign transaction fee of $7.15 charged to my Bank of America credit card. I kindly request a full refund. Thank you. Best regards, Judith W.

I made a reservation at the Holiday Inn in Shawnee, OK through hotels.com, but I didn't receive a confirmation number. Subsequently, a few days before my trip, I made a reservation using Choice Hotels. After my trip, I noticed a charge from the Holiday Inn for not canceling my booking. I contacted hotels.com, got a claim number E-[redacted]0, and was assured they would send an email once the issue was resolved. It has been two weeks now, and I have not heard back from them.

I made a reservation online yesterday through Orbitz or another booking site. I authorized a charge of $46, but there was an unauthorized charge of $66.81 on my account. Despite contacting customer service and my bank, the charge remains. It is essential to resolve this issue and receive a prompt refund for the unauthorized amount.

Dear Concerned Party, I, Nikki White, recently stayed at The Grand Orlando Hotel from December 27th to December 28th. We booked through hotels.com for $63 a night but were surprised by additional charges upon arrival, notably $[redacted] in total, which was not as advertised. The discrepancy was disappointing, as we expected a better experience. Though the lobby was magnificent, the room was subpar with cleanliness issues including a baby roach. Moreover, the beds were smaller than anticipated for our two small children. I was taken aback by the billing, including a $23 nightly resort fee and $15 per day for parking, despite limited services due to Covid-19. As Florida residents, we chose the hotel to save money during the holidays but felt misled by the extra charges. The experience did not meet our expectations from previous stays when the hotel was under different management. I wanted to provide feedback for potential improvements, as customer satisfaction is essential for any business. Best regards, Nikki White

Hello, I have been attempting to book the Riddargatan hotel in Stockholm since December 29th using the voucher code you provided on April 24th of last year for booking # [redacted][redacted]. Due to my canceled trip because of Covid-19, I must use this $[redacted] voucher within a year from that date. However, when I tried to enter the code, the system indicated that it was invalid. I have already spoken with your representatives Maricar on 12/29/20 and Alison on 01/02/21, who both assured me the issue would be resolved and a new code would be emailed within 24 - 48 hours. Despite that, I have not received any new vouchers or coupons. I kindly request that you either provide me with a valid coupon for the hotel booking or refund my money promptly if that is not possible. Sincerely, Michael.

Dear M.S., I am reaching out to request the cancellation of my reservation at the Hotel in Zurich, Switzerland, Four Points by Sheraton Sihlcity. Despite being charged for the total amount of $[redacted].12 on 19/01/21, I am unable to locate my reservation in your system. The payment was made using my credit card ending in [redacted]. Due to an error in my email address, I believe the correspondence confirming my booking didn't reach me. My intended check-in date was 02/02/22 with a checkout on 07/02/[redacted]. I kindly ask for the payment to be canceled. Warm regards, Emanuel S. Dear M.S., In response to your previous message, I understand that you have been unable to locate the reservation or payment details I provided. If no charges have been processed, I am content with that outcome. Best, Emanuel S. Dear Emanuel, We regret to inform you that we could not find any record of your reservation as per your description. Please feel free to get in touch if you have any further inquiries. Best regards, Lamberto M. at Booking.com Dear Ms., I am writing regarding my registration at the Four Points by Sheraton Sihlcity in Zurich from 02/02/[redacted] to 07/02/[redacted]. I believe a typo in my email address may have caused a lack of confirmation. Please revise this at your earliest convenience. Thank you, Emanuel Dear Kate, I have been unable to locate my reservation at the Four Points by Sheraton Sihlcity in Zurich despite being charged $[redacted].12 on 19/01/21. With the current Swiss coronavirus regulations changing, I need to cancel my trip. Please use the details provided to assist in canceling my registration promptly. Sincerely, Emanuel S.

I made a reservation at Red Roof Inn on December 1, [redacted], using my debit card just to hold the room. I never actually checked in, but my card was charged $43. Although I selected to pay at the hotel when booking online, money was deducted from my card. I'd appreciate a refund of the charged amount. Kindly reach out to me at [redacted]. Thank you.

Hello Mark, I am feeling quite frustrated with how my case is being handled. I have been requesting a simple change for over a month now, but each time someone from your company contacts me, I receive different information. Our case reference number is [redacted]2, and we need to modify our check-in and check-out dates due to changes in Wizzair flight schedules. We requested to move the check-in date from September 5th to September 3rd, [redacted], and the check-out date from September 15th to September 13th, [redacted]. Despite being told by the hotel that the change was made on February 3rd, they cannot provide a confirmation letter as you are our travel agency. Everything is in order as per our request, but we require a confirmation letter from you for the new dates to book our flights with Wizzair (which we have not booked yet pending your confirmation). I hope for a simple resolution as we have been loyal customers for many years and have never encountered such confusion. Kindly provide us with the confirmation for the new dates for all 7 rooms we have booked. Thank you, and I eagerly await your response. Jozefa

During our stay at Quality Inn in Stephens City, VA on 1/28-1/29/21, we experienced unacceptable treatment. The check-in process was pleasant thanks to a nice lady. However, during the night, my husband injured his leg on a piece of metal from the bed frame. In the morning, we discovered the previous guests' used coffee bag in the coffee maker, raising concerns about the room's cleanliness amidst COVID-19. Upon informing the new desk staff at check-out, our issues were not adequately addressed. The lack of apology or incident report was disappointing. After leaving a negative review, the general manager reached out to apologize and discuss a resolution. I requested a refund, but was informed that since the booking was through Hotels.com, the refund process would need to be handled by them. We are eagerly awaiting your response. Sincerely, Bernice and John D.