Hotels.com Customer Service Issues

I am experiencing issues with my booking under confirmation number [redacted][redacted]. It seems that my account was hacked, and the email linked to my booking has been changed. This breach of security has led to blackmail attempts, creating a worrisome situation that has made us decide to cancel our trip. We do not wish to vacation under such stress. The blackmailer threatened to cancel our booking and forfeit the payment if we did not comply with their demands for duty taxes. This situation has left us extremely dissatisfied and we are requesting an immediate cancellation of our booking with a full refund. We hope for a swift resolution to this issue without any delays due to platform limitations.

During my stay at Stoney Creek Inn Moline IL on 6/7/22, I discovered that the pool was closed. Front desk representative, Jill, offered a 50% discount on the room after I considered canceling due to this issue. While checking my account, I noticed a $[redacted].22 credit from a previous transaction. Jill informed me that this credit should significantly reduce my room charge. The total room charge was $1,[redacted].95, which was paid by credit card. With the $[redacted].22 credit, the adjusted amount should have been $[redacted].73. The hotel refrained from applying the discount due to the existing credit and advised me to contact hotels.com for a refund. Similarly, I encountered pool closure at Radisson where proper notifications were lacking. This experience was frustrating, especially considering the undisclosed renovations. Regrettably, they refused a refund. Subsequently, at Stoney Creek Inn, encountering a closed pool without prior notice has been disappointing. I am seeking assistance to have the credited amount refunded back to my credit card.

I had an issue with a hotel booked through your website yesterday. Arrived at the hotel just after midnight to find the lobby closed until 6 AM. I checked my Hotels.com reservation and saw the office supposedly closed at 12, which is unacceptable. I am a Gold member with a long history of using your services and am disappointed with this experience. Another hotel I had to book separately charged me more than the advertised price. I feel like I'm being taken advantage of. Please refund the hotel from last night. If you don't resolve this, I will be vocal about my negative experience with Hotels.com.

We made a reservation at Tampa Inn, but the room was unacceptable. The bathroom had water on the floor and stained towels, the shower curtain and curtains were torn, and the A/C didn't work properly. Upon stepping outside the room, we encountered a woman smoking PCP, which made us feel unsafe. We decided to cut our stay short and returned home a day early. When we requested a refund from the front desk, we were informed that refunds could not be provided since we booked through hotels.com. The hotel's actual conditions were far from what was portrayed in the pictures, and it seems like many travelers might face similar issues. Additionally, the policy stating "no refunds between 11pm and 9 am" seems unfair. This hotel experience was extremely disappointing.

Dear Support, I have not received any calls yet regarding the issues I am encountering. I have always used the same American Express card for over two years, same name, email address, and phone number without any problems. My credit cards are in good standing with a high credit score. I was informed that the account was frozen without further explanation, preventing me from using the reward nights I have accumulated. I urge for a quick resolution to this matter and kindly request a call back at [redacted]. Thank you.

We attempted to reach the landlord through multiple calls, but he was unreachable. When we arrived at the property at 3 pm on Friday, he did not show up. According to other tenants in the building, this is a common issue, and they suggested we find alternate accommodations. It appears one of the apartments we reserved is also listed for rent. We were forced to book another apartment, resulting in additional expenses. This situation has been very stressful, and our weekend plans have been disrupted by the lack of communication from the landlord and your organization's continued advertising of his properties. We request a complete refund due to the failure to fulfill your end of the agreement. Although we attempted to contact you on the day of the incident, the virtual agent was unhelpful. After being promised human contact, we have not heard from anyone. We urgently seek a response and the full refund.

Regarding Booking Confirmation #[redacted][redacted], I recently booked a 4-night stay at Hyatt Hotel in Warwick, RI through the Hotels.com app. After receiving an email from hotels.com about double rewards points for app bookings, I decided to cancel my original reservation and re-book using the app to take advantage of this offer. Unfortunately, I encountered an issue with entering the code for the doubled rewards points during the re-booking process. Could you kindly assist me in resolving this matter? Thank you, S. Miles

Dear Hotel.com Team, I am reaching out for assistance with a situation we are facing. Our company did not have a contract with your booking platform, yet guests arrived recently from your site. We acquired the apartments, assuming the previous company had a contract with you. Unfortunately, we cannot access the system due to outdated login credentials. We accommodated the guests but need to address payment as the current payment details do not belong to our company. We are unable to accept more bookings from your platform, given the login issue. The prices listed are significantly lower than ours, making it unsustainable for us. We kindly request your help to resolve this promptly, as we may otherwise have to charge guests directly. I have attempted to contact partner support without success. Customer support hung up after one conversation. Please assist us with this matter as the guests are checking out tomorrow. Your prompt attention is greatly appreciated. Kind regards, Asia +[redacted] 91 [redacted] Villa Arentz Residence

My daughter reserved a room at the Colonnade Hotel in London for Saturday, July 16th, and paid the full amount online. The confirmation number for the booking is [redacted][redacted]. Despite the no-refund policy, she is now hesitant to stay there due to the overwhelmingly negative reviews the hotel has received over the years. The hotel was promoted as a 4-star accommodation with various services, but the reviews paint a different picture. As a customer, she feels disappointed in the quality of the establishment. She paid £[redacted] for a single night without breakfast and believes she deserves better. There are concerns about the hotel's reputation and whether it meets the standards expected from a reputable lodging place. She hopes for a refund given the circumstances and the information available in the reviews regarding the hotel's poor conditions.

I made a reservation through Hotels.com for a stay at Holiday Inn Express Saugus (Logan Airport), an IHG Hotel located at [redacted] Broadway, Saugus, MA [redacted]. However, when I arrived to check-in today, I was informed that guests under 21 are not permitted. This policy was not clearly stated on the website, and I was not prompted to enter my birthdate during booking. Despite paying online upfront, I was denied check-in. I have been trying all day to seek a refund without success. The "Virtual Agent" online cannot find my confirmation number, and the website is not providing any assistance, only leading me in circles. I simply wish to receive a refund for the unused accommodation due to being turned away because of my age.

I made a reservation for a twin bedded room at the Commodore Nottingham through your service on 28/03/22 with reference number [redacted][redacted] for 15-18/07/22 (3 nights for my 94-year-old father and myself. Upon arrival at 5:00 pm on the 15th, I was informed that there was no record of my booking and we could only stay for one night due to being fully booked. I had to quickly find suitable alternative accommodation for my father, who has mobility issues, and relocate. I ended up staying at a Travelodge and incurred a cost of £[redacted].98 for 2 nights at Trowell Services. I am requesting a refund of this amount and believe I deserve compensation for the significant inconvenience caused. I expect a prompt response and resolution within 7 days.

During our trip to Lisbon from May 28 to June 11, [redacted], we booked the "Typical Santa Catarina" apartment. Unfortunately, upon arrival, we faced multiple issues with the rental agency Homing. The apartment was dirty with maintenance issues, and we struggled to get the correct key pick-up location. Despite efforts to resolve the problems, including mold and a lack of running water, Homing and the online agent were unhelpful and communication was poor. We were forced to carry water for hygiene purposes daily due to the water supply issue. Despite contacting Hotels.com, the resolution offered was inadequate. We dealt with multiple customer service representatives promising refunds but failing to follow through. We are requesting a $[redacted] CAD refund to our VISA card due to the significant inconveniences faced during our stay. Thank you, Rene Z., ON, Canada.

I have booked a 2-night stay at Atlantis The Palm through Hotel.com. Due to my son having an exam during the original booking period, we requested to change our dates. After contacting Hotel.com via email explaining our situation, they initially confirmed we could change dates without fees due to a valid reason. However, when we inquired about the process, they informed us that the hotel would not agree to the change or issue a refund. Despite Atlantis The Palm agreeing to waive fees for date changes, Hotel.com continues to cite the hotel's refusal. Our aim is solely to modify our booking dates, not seek a refund. We have engaged in multiple email exchanges with Hotel.com, but they persist in referring to the hotel's policy on refunds. We seek assistance in adjusting our stay dates without losing our funds. While Atlantis The Palm is willing to accommodate the change, as our booking was made through Hotel.com, our funds are held by them. The original booking dates are from 27.09.[redacted] to 29.09.[redacted], and the new requested dates are from 10.10.[redacted] to 12.10.[redacted]. Thank you in advance for your anticipated assistance. Best regards, F. Rossan.

On July 29th, we stayed at The Station in Clitheroe, but it was far from a great experience. We received instructions for a self-check-in and had to use a black metal fire escape to enter the building, which was still under construction. The bar and restaurant were closed, and there were piles of towels in the entrance. Upon trying to access our room, we discovered it was locked, and despite reaching out to two emergency numbers provided, we received no response. When looking for help, we encountered another family who mistakenly took our room key as all keys were left in the doors. The overall situation was unacceptable, and for £80 a night without breakfast, the value was not there. This experience has left me dissatisfied and hesitant to use Hotels.com again.

I have encountered a billing issue with Hotels.com for two bookings in Alaska that were cancelled months ago. Despite cancelling Denali Tri-Valley Cabins and Alyeska Resort, I was charged for one and nearly charged for the other due to a syncing problem between the mobile app and website. Even after re-cancelling Denali and contacting Hotels.com, I faced difficulties getting a refund. The situation worsened when my bank flagged a declined charge for a property I had cancelled. I had to change my debit card and dispute the charges. As a loyal Hotels.com Gold Member, I am frustrated by this ordeal and demand a resolution for the errors caused by the faulty app synchronization. I hope Hotels.com rectifies this promptly to restore my trust in their service. Thank you. Best, R.F.

Hello, I need assistance with a billing issue related to two bookings I had cancelled months ago. Despite cancelling a booking at Denali Tri-Valley Cabins back in March, I was charged $[redacted].43 on 07/24/[redacted]. Another booking at Alyeska Resort almost charged me $1,[redacted].70, but the transaction did not go through due to insufficient funds. Both cancellations were made simultaneously through Hotels.com, but it seems the information did not reach the hotels due to synchronization issues between the mobile app and website. Following the Denali cancellation, I received an alert on the app about the upcoming stay, but when I checked, the booking could not be found, as expected since it was cancelled before. Although I re-cancelled the Denali booking on 07/21/[redacted], I was still charged. I contacted Hotels.com, who advised me to reach out to Denali, but the property manager refused a refund. I believe this confusion stemmed from the app's failure to sync properly. In addition, I faced a declined charge from another Alaska property that was also cancelled in March. Despite cancelling both bookings on the app in March, I have been wrongly charged. I have disputed the Denali charge on my Visa and had to change my debit card due to the Alyeska Resort charge. As a loyal Gold Member with Hotels.com, I urge for a resolution to this situation, as it is solely caused by the app's malfunction. Regards, Robin F. P.S. Communicating with live assistance has been challenging, as my previous cancellations do not appear in their system, only the most recent re-cancellation of Denali in 07/[redacted]. It is vital that my cancellations from 03/[redacted] for both Denali and Alyeska are acknowledged to rectify this issue.

Subject: Issue with Booking Charges and Cancellations I was erroneously charged $[redacted].43 for a booking at Denali Tri-Valley Cabins on 07/24/[redacted], which I had canceled in March. Additionally, I almost faced another charge of $1,[redacted].70 for Alyeska Resort, but it was declined due to insufficient funds. Despite canceling these Alaska properties simultaneously, Hotels.com failed to relay the cancellations effectively. The discrepancy between the mobile app and website led to multiple unwarranted charges for canceled bookings. I encountered confusion with an upcoming stay alert, which arose for a booking I had canceled in March. Upon revisiting the website, I discovered conflicting information regarding my Denali bookings, prompting a re-cancellation on 07/21/[redacted] and the subsequent charge. Despite efforts to rectify the situation with Hotels.com and Denali, the refund request was unsuccessful. The lack of synchronization between the app and website has resulted in inconvenience and financial implications, such as changing my debit card and initiating a dispute with my bank. As a loyal Gold Member with a history of successful bookings, this situation has been uniquely challenging. I seek resolution for the $[redacted].43 charge and the assurance that such discrepancies will not occur again. Sincerely, R. Freeman

I made a reservation for two nights at a hotel in Methuen, Massachusetts through your website. When I arrived, the lack of AC made me uncomfortable. Additionally, there were safety concerns in the parking lot with suspicious individuals. The condition of the hotel did not match the pictures online, and there were security issues with multiple deadbolts on the room door. Due to these issues, I had to book another hotel at the Holiday Inn Salem through your site. I reached out to customer service about a refund, but have not received a response. It's been a frustrating experience and I expect a resolution promptly.

I made a booking for July 24th with itinerary #[redacted][redacted]. Unfortunately, I had to change my plans due to unexpected circumstances. I contacted customer service and arranged to move my reservation to July 30th with a slight fee of $33 since it was a weekend. I ensured three times with Rahil, the representative, that I wouldn't be charged for both days, which he confirmed. I proceeded with changing the reservation to the new date. However, I have noticed that my credit card was still charged for both dates totaling $[redacted].75. I am seeking assistance in resolving this billing discrepancy as per our agreement. Thank you for your help. Jeremy N.

Reservation [redacted][redacted] Good afternoon, I am extremely unhappy with the service from your website, it is deceptive and a rip-off. I booked a room for 2 adults and a 17-year-old child with 2 double beds on your site, but upon arrival at the hotel, I was asked to pay for an additional adult. The hotel's explanation was that the agency booked a room with a king-size bed for 2 adults and if I wanted the child to stay, I had to pay $[redacted].00. I reached out via chat and was told they would contact me within 72 hours via email, but I am still waiting. I have a ticket and receipt for the extra payment, as well as screenshots of the reservation on your site indicating 3 guests, 1 room, 2 double beds right up until the moment of payment. I tried the simulation again and it shows the same information and price. I hope to receive a prompt response as I am very upset; this feels like a scam. For the price I paid, I could have stayed at a much better quality hotel. I have checked other sites as well and they are consistent. I am prepared to file a complaint with PROFECO in Mexico and with France's consumer protection agency as your site is French.