Hotels.com Customer Service Issues

I booked a one-night stay at the Naples Grand Hotel through Hotels.com for Sunday, June 13. Upon check-in, I found out that the air conditioning wasn't working, and it was 90 degrees inside the hotel for most of the day and evening. Later on, a note was slipped under my door stating that they were still working on fixing the AC and that room charges would be waived. The front desk mentioned they would refund Hotels.com, who in turn would refund me. Despite my efforts to contact Hotels.com through phone calls with long hold times, messages on Facebook, and using the chat feature on their website, I haven't received a refund yet.

On Wednesday, June 16, I attempted to book a room at the Super 8 motel in Coos Bay, Oregon via the Hotels.com app on my iPhone for that same night. However, the app did not accept the security code of my MasterCard ending in [redacted] after multiple tries. Surprisingly, my MasterCard was charged $[redacted].99 for each failed attempt, totaling $[redacted].97. Despite not staying at the Super 8 on June 16, I had to book a room at the Quality Inn using my VISA. I kindly request to have the erroneous charges from Super 8 removed from my MasterCard account. Thank you.

During our recent stay at Lotus By Hotel Inn in Boise, Idaho, booked through your platform, we encountered numerous issues and were disappointed with the quality. We are requesting a refund due to the presence of bed bugs, lack of toilet paper, uncleanliness (including blood drops on the floor and garbage), bathroom maintenance issues, inadequate bedding (missing comforters and blankets), misrepresentation of bed sizes, and overall noise disturbances. Despite attempting to contact the manager without a response, we hope for a resolution and urge Hotels.com to reconsider their partnership with this establishment. We were also pressured into paying more for a different room, told initially there were no alternatives, and later discovered that specific rooms should not have been in use. The limited amenities, damaged TV, and overall discrepancy from the advertised room further added to our disappointment. We stayed on June 9-10, under the name Leonard Bennett, and have photographic evidence available for review. The pictures on Hotels.com did not accurately reflect our experience.

I am writing regarding confirmation number [redacted]. I contacted Hotels.com on Wednesday, June 10, [redacted], to address a concern. I booked a reservation at the San Anselmo Inn in California for July 28, [redacted], with a free cancellation policy until June 25, [redacted]. After canceling on the Hotels.com website, I received a partial refund of $[redacted].90 instead of the full charge of $[redacted].90, as there was a $50 cancellation fee applied. When I spoke to the San Anselmo Inn, the owner insisted on keeping the fee despite the reservation conditions. The hotel charged my credit card prematurely, and I am yet to receive the remaining refund. Following discussions with Hotels.com representatives, an investigation was initiated, but I am still awaiting resolution and the $50 refund. I have been assured of further updates on the matter. My request is to have the $50 cancellation fee refunded promptly.

I was mistakenly charged three times for a one-night stay. I am struggling to reach a customer service agent over the phone, and as a result, my checking account is in overdraft. The amount charged was three times more than the original quote. My name is Lisa L Williams and my contact number is [redacted]. I am a parent to a special needs child. Due to this error, I am seeking a full refund. This situation has put me in a difficult position, as I don't have enough funds for essentials like gas, food, and medication for my diabetes. I have a confirmation number but am being asked for an itinerary number that was not provided to me. The experience feels deceptive and has left me overdrawn by $[redacted].00. I am urgently requesting a full refund from Hotels.com, as this incident has jeopardized my health.

I recently booked a room at a hotel through hotel.com located at [redacted] Jamaican Ct, Orlando, FL [redacted]. Upon check-in, I was provided room [redacted] on the second floor where I accidentally intruded on an older couple's intimate moment, causing discomfort for myself and almost exposing my kids to an inappropriate situation. Despite the room change to [redacted] due to a faulty air conditioning system, no maintenance personnel showed up, leading to a restless night. The hotel staff relocated me to room [redacted] at 5 am and mentioned that the manager arrives at 9 am. However, when I approached the manager, they rudely informed me that since I booked through a third party, they could not assist me further. This is the second time this has happened to me when booking through a third-party site like yours. I am seeking a refund as the service at the hotel was unsatisfactory and customers should be informed about this before booking through your platform, considering my prior experience in Kissimmee.

On June 16, I booked a room at Extended Stay America located at [redacted] W Jefferson Ave, Lakewood, CO [redacted] through Hotels.com. The reservation was for 1 room with 2 queen beds. My card was charged, but upon arrival, the front desk informed me they had no rooms available possibly due to the cleaning staff not showing up. We canceled the reservation through Hotels.com but have not received a refund. To our dismay, we were told we won't be reimbursed. Despite this, we found the same room type still being advertised on another website for the same property. It's frustrating that both the hotel and their corporate office confirmed the unavailability of the room, yet it was still being advertised. We are seeking a refund promptly. Our interaction with Hotels.com customer service has been disappointing, and we hope for a resolution soon.

On June 17, [redacted], I booked a room at Best Western Plus Southpark Inn & Suites through my Hotels.com app. Confirmation number: #[redacted][redacted]. The hotel is located at [redacted] W Rieck Road in Tyler, TX. Upon arrival, we were informed that the elevator was out of service, and our room was on the third floor. The front desk clerk, Maddie, advised us to cancel the reservation due to the elevator issue. She suggested having Hotels.com contact the hotel to waive any charges. Despite trying to reach Hotels.com via phone and online chat with no success, I eventually spoke with a representative who was unhelpful. Maddie from the hotel attempted to contact Expedia on my behalf, but they never followed up. As a longtime user and Silver Rewards member of Hotels.com, I am disappointed with the handling of this situation and unsure if I'll continue using the platform. - T. Brazeal

Subject: Issue with Hotel Booking - Need Refund Dear Hotels.com Gold Rewards Member Team, I am reaching out about my recent reservation (Confirmation Number: [redacted]) at Days Inn by Wyndham Tucson Airport from June 22, [redacted], to June 29, [redacted]. As a Gold Rewards member, upon arrival, I requested to inspect the room before check-in. Unfortunately, I found the refrigerator to be broken, and despite requesting a fix, the front desk clerk, named Tony, cancelled my reservation and denied check-in based on this issue. I am seeking a full refund for this stay, as the hotel's failure to address the broken item that I had paid for inconvenienced me as a guest. I spoke to Rizer from Hotels.com Rewards Gold Team who mentioned contacting the hotel manager, Griselda, for approval. I expect immediate action to resolve this matter, as holding onto the substantial amount I paid for a defective room is unacceptable. The staff's unprofessional behavior and lack of accountability should not be overlooked, and I urge you to rectify this situation promptly. Kindly provide an update on the refund status to my email: [redacted] Thank you for your attention to this issue. Sincerely, M. Desormeaux Email: [redacted]

I reserved a room for my wife's three-night business trip, checking in on June 23 and checking out on June 26. Upon arrival, she was informed that her reservation was only for two nights. Despite showing her confirmation, the clerk insisted it was for a shorter stay. The next day, she was locked out of her room with all her belongings inside, including an expensive laptop. Despite showing her printed confirmation for a three-night booking, the desk personnel demanded she pay for an extra night. Even after involving the manager who initially confirmed the three-night stay, no resolution was reached. The clerk eventually relented, allowing her back into an uncleaned room. Despite reaching out to Marriott customer service, no assistance was provided. The lack of complimentary Wi-Fi further added to the disappointing experience. As seasoned travelers, this ordeal has left a lasting negative impression, leading us to vow not to revisit this hotel in San Diego.

I'm uncertain if my query went through, but I'd like to clarify my issue with Hotels.com regarding the lack of response I have received. My reference number is [redacted][redacted]. Hotels.com canceled my booking, which I paid for using a £[redacted].00 voucher (code: GWCYPKYTQS) and £26.40 in cash. I have been refunded the cash portion but not the voucher amount. Despite multiple attempts to address this over the phone, through unsuccessful emails, and via Instagram, where I was directed to their 'Chat,' I have only received a standard response stating that a refund of £26.40 has been issued. I was informed that the voucher would not be refunded, leaving me £[redacted].00 out of pocket, which was not a gift but funds originally spent in [redacted]. The voucher was a result of the initial booking cancellation due to COVID-19. I believe an alternative voucher or coupon should be provided since Hotels.com canceled the booking on June 25, [redacted]. Sincerely, AHT redacted redacted

I have made multiple calls, around 12 to 14 times, in an attempt to resolve my issue regarding a vacation package I booked to Miami for May 20-23 at the Fontainebleau Miami. Despite speaking to numerous Hotels.com representatives and waiting for hours on hold or for call backs, the problem remains unresolved. I am unable to see my booking on the hotels.com app, even though I can usually view upcoming reservations when logged in. After my trip, I was assured the nights would be credited, but over a month has passed, and I am still facing the same issue. Despite being told several times that the matter was escalated to a supervisor, I have not received any follow-up. The main reason I chose Hotels.com was for this specific feature. Contacting them has been exhausting as there is no email support or callbacks. Today, I spent another 2 hours and 25 minutes on hold only to be redirected back to the same unhelpful number. I demand the 3 nights credited as promised for the pricey hotel stay. The lack of effective customer service and communication is frustrating and unacceptable.

Sameya Helen-G. Address: [redacted] Shadow Court, San Jose, CA [redacted] Phone: [redacted] Email: [redacted] June 28, [redacted] Hotels.com Customer Service [redacted] LBJ Freeway, Suite [redacted], Dallas, Texas [redacted] Subject: Merge Accounts [redacted] and [redacted] I am reaching out in hopes of receiving assistance after struggling to get help from customer service over multiple months. I have been a loyal member of hotels.com since its early days, originally registering under the email [redacted] Following my marriage in August [redacted], I tried to update the email on file, resulting in the creation of a new account linked to my current email, [redacted] I currently hold 9 nights, with only one more night needed for my free stay. Additionally, I have upcoming reservations in September and October [redacted] through hotels.com, and I am eager to avoid losing my accumulated nights or encountering any disruptions to my bookings. As I no longer have access to the [redacted] account and cannot recall the password associated with that account, I request for my two accounts to be merged under my current email, [redacted] I am available via the contact details provided at the top of this message and am hopeful for a prompt resolution to this matter. Thank you for your attention to this issue. Sincerely, Sameya Helen-G. Pasquale

Late Monday night, I had an emergency that required me to book a hotel urgently. I visited Hotels.com, as I had used the site previously while planning a trip to Leavenworth, WA. Unfortunately, due to the emergency, I overlooked that the page still had my old travel plans saved. Upon realizing this, I promptly attempted to cancel the reservation but was only refunded part of the amount. In my opinion, the system should have either prevented me from booking a hotel so far in advance or at least issued a warning. The reservation number for the canceled trip was #[redacted][redacted]. I am seeking a full refund for a trip that I canceled within a mere 3 minutes of making the reservation. It seems unreasonable not to provide a complete refund when the cancellation occurred seconds after booking.

Hello, I was on hold for 48 minutes today trying to discuss a refund, but the system cut me off. I am frustrated by this experience. Previously, I was told a refunds agent would reach out to get new bank details for a refund as my original bank was unable to process it after February 17th. The refund was authorized on February 27th, but I have not been contacted for the updated information. I've tried several times to reach out but with difficulty. I've been patient, but now I'm very frustrated at the lack of progress. Please contact me urgently. Thank you, Ross H.

When we made a reservation with hotels.com for a hotel near the Portland Airport, we opted for a more budget-friendly option due to our late arrival. Quality Inn & Suites Portland Airport seemed convenient with its 24-hour shuttle service and proximity. Unfortunately, upon arrival following a delayed flight, the hotel shuttle was not available, leaving my family of five stranded and requiring an expensive taxi ride. To make matters worse, upon check-in, our reservation was inexplicably missing, resulting in us booking an additional room that turned out to be a smoking room with small beds, inadequate for accommodating my family. The next day, we were informed that the previous receptionist was unable to locate our reservation due to inexperience. While we will be refunded for the extra room, the process will take a couple of business days. This entire ordeal was stressful, unsettling, and financially draining during what was supposed to be a vacation. I am simply requesting a refund for the "free reward night" redeemed through Hotels.com for this unsatisfactory stay.

On June 26-27, we made a full payment and reservation through Hammock Hotels. Upon arrival, we were informed by the front desk that there were no rooms available, despite our booking. The staff member was unhelpful and did not offer a solution, forcing us to return home with our three children after a two-hour drive. I have attempted to contact customer service for three days, as we purchased insurance protection which was of no help when I needed it. There was no assistance from the emergency contact, and the online virtual agent was not useful. I am seeking a refund for the full amount paid for the protected rooms that were unavailable. It has been frustrating to deal with this situation, especially with children late at night. My confirmation number is [redacted][redacted].

I was mistakenly billed on the wrong credit card and urgently need to transfer the payment to the correct card. I've tried calling twice in the past two days and spent a total of over four frustrating hours on hold only to have the calls disconnected. This is quite exasperating. As a large company, it would be beneficial to hire more customer service representatives given this kind of issue. I'm concerned about potential overdraft fees as a result. While I understand it was an oversight, it's crucial to speak with a live representative to resolve this, especially since your online system doesn't seem to support this process once the booking is closed and the itinerary is inaccessible. Unfortunately, I can't provide the booking number anymore. Kindly reach out to me promptly or call me directly at [redacted]. If I don't hear back, I may have to request a refund and compensation for the lack of customer service support. Your assistance in switching the payment to the correct credit card is greatly appreciated as addressing this promptly is crucial to avoiding further issues. Thank you.

We recently had a very disappointing trip that we booked through various online travel agencies like hotels.com, Expedia, and Travelocity. Each time, we were misled about the bookings we made, resulting in unpleasant hotel rooms, poor customer service, and even issues with rental cars. It's my husband's birthday, and after a difficult journey to Louisiana to be with his dying father, we are now trying to return home to Nevada. However, the hotel we booked through hotels.com in Las Vegas lacks the advertised restaurant, casino, pool, and spa amenities, which is completely unacceptable. This lack of transparency on the hotel's end and on hotels.com's website has left us feeling let down and dissatisfied once again. I am requesting to be moved to a different hotel of our choice for tonight, 07/03/21 to 07/04/21. It would be greatly appreciated if we could speak to a live person promptly to resolve this issue. Otherwise, I will be forced to file a claim through Resolver.

I made a reservation for a 3-night stay at a Holiday Inn through Hotels.com. The confirmation email I received directed me to a different location off Junction 10 of the M6, which was not the one I booked. After seeking help and clarification, I realized I was supposed to be at the Holiday Inn in Great Barr, not the Premier Inn across the road. This mix-up caused me distress, extra charges, and loss of time as I navigated the confusion. Despite my efforts to contact Hotels.com for assistance, I couldn't reach them. I believe that due to the inconvenience and disappointment I experienced, I should be compensated with 2 or 3 complimentary nights at the Holiday Inn in Great Barr.