Hotels.com Customer Service Issues

I made a reservation for a trip to London from Boston which included hotel and airfare through Hotels.com. I booked the trip over the phone on December 1st. The first representative I spoke with assured me that my seat assignments were secured, but upon checking online, I discovered that the seats were not actually assigned. Despite being told that the seats would not incur an additional fee, I was later informed that I would have to pay extra for them. Despite speaking with multiple customer service representatives, the issue was not resolved. I have been a loyal customer of Hotels.com and trusted them to fulfill their promise of assigned seats. At this point, I am very disappointed with the service I have received. I kindly request Hotels.com to either assign the seats as promised or provide compensation for the cost of selecting our own seats. Thank you, Debra Bishop.

Subject: Urgent Assistance Needed for Airport Pickup Tomorrow Hello, I want to address an issue with my reservation at Canal Resort in Phuket for tomorrow, December 8th, under reservation number [redacted]04. The owner/driver, Kiat, had promised a free shuttle from Phuket Airport to the resort, but despite sending flight details via WhatsApp and attempting to call him multiple times, I have received no response. I urgently need assistance to arrange a pickup from Phuket Airport for tomorrow's flight AK1910, scheduled to arrive at 9:30 pm. I have also sent emails that seem undelivered. Your prompt help in resolving this matter is greatly appreciated. My email address for your reference is [redacted] I previously stayed at Hotel WP in Kuala Lumpur on December 4th, an excellent experience booked through hotels.com and will be returning from the 23rd to the 25th of December. Potential bookings may be under [redacted] I have updated my contact information to include my Gmail address and phone number 0[redacted]. I am eagerly awaiting your urgent response as I have already spent significant time trying to rectify this situation. Thank you for your assistance. Best regards, Dorothy F. 240B Shirland Road W9 3JF

Upon arriving at our Naples hotel, we noticed the discrepancies between the photos and the actual neighborhood. Despite our extensive travels in Europe, we have never felt as unsafe as we do here. While the metro station is conveniently close, navigating the area feels perilous with the constant threat of traffic. The overall vibe of the vicinity is questionable at best. Although the hotel itself is pleasant and the staff welcoming, we are opting to relocate due to our discomfort. Regrettably, we have decided to cancel our reservation for the upcoming nights and seek accommodations elsewhere. Disappointingly, we have been informed that a refund is not possible, and this situation could have been avoided had we been aware of the surroundings beforehand.

Hello, I am Debra Bishop, and I recently booked a package trip to London from Boston through Hotels.com. I made the reservation over the phone on December 1st. Upon booking, I was promised that my seats would be assigned, but upon checking the American Airlines and British Airways websites, I discovered that no seats had been allocated. After multiple frustrating calls and conflicting information, I was informed that I would need to pay extra for seat assignments, despite being initially told they were included in the package. I have been a loyal Hotels.com customer and chose them over a cheaper option due to the assurance of seat assignments. I am deeply disappointed by this experience and would appreciate it if Hotels.com could fulfill their initial commitment or provide compensation for the additional cost of selecting seats. I can be reached at [redacted] or [redacted]. I am hopeful for a resolution. Sincerely, Debra Bishop

Gentile assistenza clienti, mi chiamo Erika Ferrara e mi riferisco alla prenotazione effettuata dal mio partner Luca Calche per una camera doppia presso l'Hotel All time Relais&Sport di Roma il 18.11.[redacted], con il numero di prenotazione [redacted], per i giorni 21-22-23.12.[redacted]. Abbiamo recentemente ricevuto una comunicazione dall'hotel, datata 7.12.[redacted], che ci informava della chiusura della spa durante il nostro soggiorno a causa di lavori di manutenzione. Di conseguenza, abbiamo provato ad annullare la prenotazione, ma non siamo riusciti a farlo né abbiamo ricevuto il rimborso. Vi contatto per avere chiarimenti su come procedere. Restiamo in attesa di un vostro riscontro. Cordiali saluti.

Subject: Request for Refund for Payton's Hotel Reservation Good Evening, I am reaching out regarding my son, Payton, who had made a reservation through Hotel.com (#[redacted]99) to stay at Best Western Simi Valley in Simi Valley, CA for one night. Unfortunately, Payton fell ill and was unable to keep his reservation for December 18th. Being only 20 years old and inexperienced with hotel bookings and cancellation policies, Payton is hoping for a refund or a complimentary night's stay as he works hard for his income. I kindly ask Best Western and Hotels.com to consider this request, as it would greatly assist Payton during this tough time. Thank you, George McKenzie

I am having trouble locating my reservations in the system despite reaching out to the reservation office who couldn't find any records under my name. A friend verified with the hotels in Tokyo and Hiroshima, confirming my reservations without providing confirmation numbers or room details. The reservations are as follows: Name: M. Okura Grand Prince Hotel Hiroshima Check-in: 3/20/[redacted] Check-out: 3/22/[redacted] 2 nights, 5 twin rooms and 1 single room Keikyu Ex Inn Shinagawa Station, Tokyo Check-in: 3/26/[redacted] Check-out: 3/29/[redacted] 3 nights, 5 twin rooms and 1 single room I kindly request a prompt investigation and resolution of this issue. Thank you for your assistance.

I received an email from hotels.com regarding canceling my reservation with booking ID [redacted]. I contacted hotels.com customer service, and they confirmed the cancellation after speaking with Equus Hotel last week. Despite not having a phone, I am monitoring the process through email. Can you clarify why I received the email about the cancellation if it's already in progress? Dear Taemin Kim, Thank you for choosing Hotels.com for your travel needs. We have been contacted by The Equus, an Ascend Hotel Collection Member ([redacted]), regarding your reservation scheduled for 1/10/[redacted] with booking ID [redacted]. They have requested the cancellation of your booking. Please reach out to us so we can assist you further. For any inquiries, please contact our Hotels.com Reservation Services team at [redacted]. Best regards, Hotels.com Reservation Services

Reservation confirmation number: [redacted]99. I have contacted the hotel multiple times to inform them that we have a reservation from Friday, March 29th to Tuesday, April 2nd. However, our arrival in Beijing is scheduled for 05:00 on Saturday, March 30th, so we won't be checking in until later on Saturday morning. The room has been booked for the night before to accommodate our schedule. We kindly request that our late arrival is noted to avoid being marked as a no-show. Additionally, we have requested 2 roll-away beds for children in the room. Could you please confirm if these will be provided? Despite sending three emails, I have not received a response from the hotel.

As a longstanding member of your program, my spouse and I are disheartened by the 12-month redemption policy. We have faced the loss of previous nights and are now set to forfeit four nights, missing the chance to combine them with our upcoming five-night trip in May. This rule is challenging for retired individuals with fixed incomes who encounter planning and financial constraints. It necessitates customers to book and travel within a tight timeframe, potentially losing out on rewards earned the previous year. While I value the need for policies, the current timeframe does not accommodate members like us. I will explore alternative methods like booking directly with hotels as the benefits from the membership program seem minimal in comparison. I recommend extending the redemption period to 16 months to allow for better planning and utilization of points. Your attention to this matter is appreciated. Unfortunately, I cannot locate my membership number, but my recent reservation was under confirmation # [redacted]05. Manfred D.

I wanted to share an issue we encountered with the hotel we booked. The Hotel Ocean in Miami Beach, Florida, had some parking complications upon arrival. Despite having a confirmed reservation and prepayment, when I called to inquire about parking upon reaching the hotel, the clerk was unhelpful and even hung up on me twice. The only parking options offered were expensive valet service or parking over a mile away. When I asked about on-site parking, the staff member was rude and confirmed they didn't offer it. I decided to cancel the reservation due to the unhelpful and impolite service. Although I couldn't get a refund, I rebooked a stay in Key Largo through the same service and had a pleasant experience there. I thought it was important to share this feedback to highlight the unfriendly and unaccommodating nature of the Hotel Ocean. Thank you for your attention to this matter. Thank you, S. Moore

We had a reservation at Travelodge hotel but encountered issues upon arrival. There was a sign directing us to call a number, and upon doing so, a lady informed us our reservation was cancelled. We were skeptical since we hadn't provided any details. After checking our bank account, we confirmed the charge was made. Despite showing the evidence, the lady maintained our booking was cancelled. We had not cancelled and even had a screenshot of our reservation confirmation. Sadly, we were unable to stay at the hotel and the charged amount is still missing from our account.

I stayed at Best Western in Ft. Lauderdale, Florida with my wife on February 12th for two nights. We arrived late at around 10 pm and were given a room very close to a noisy train track which kept us awake all night. Due to my wife's health issues, this disrupted our stay significantly. Despite requesting a room change to a quieter area the next morning, the front desk refused because we booked through Hotels.com. Unable to tolerate the noise, we decided to check-out early. It seems unfair that we were charged for the second night when we couldn't stay in the room. I kindly request a refund for the second night. Thank you for addressing this matter.

Hello everyone, I hope you are all doing well. I am writing on behalf of my husband, Eric A., regarding a booking he made at Catlon Palace Hotel. He reserved a deluxe room for six days starting from February 23, [redacted], to March 1, [redacted]. The booking had terms of free cancellation before March 22, [redacted], no prepayment required, and breakfast was included. Despite canceling on the same day, a full refund was not issued to Eric's account. We have been attempting to contact the hotel but have not received a response. We kindly request that the remaining amount be refunded promptly. Thank you for your assistance. Best regards, Jennifer A.

Hello everyone, I hope you are all doing well. I am Jennifer Amaning, writing on behalf of my husband, Eric Mireku Amaning. On Tuesday, February 12, [redacted], my husband booked a deluxe room at Catlon Palace Hotel for six days from February 23 to March 1, [redacted]. The booking included free cancellation before March 22, [redacted], no prepayment required, and breakfast was included in the price. He canceled the reservation on the same day, but unfortunately, the full refund has not been credited back to his account. We have been attempting to contact the hotel but have had no luck as the phone rings without any response. We are kindly requesting that the remaining money be refunded to his account. Thank you for your cooperation. Best regards, Jennifer Amaning

I need assistance with a problem regarding the website date changing when booking a room, causing a mix-up in my reservation. The site switched the date from Saturday to Sunday automatically, leading to an issue upon check-in. Unfortunately, the hotel couldn't accommodate us the night we required and as we were just passing through, we only stayed on Friday night. After contacting customer service, I was told they were too busy to assist. When I eventually spoke to someone the next day, they mentioned they would follow up with the hotel's manager on Monday and promised to call me back between 8 a.m. and 5 p.m. today. However, I haven't received a call yet. I've been trying to resolve this matter for nearly two days now.

I was searching for two rooms in Boonville, CA for a wedding on June 5-7, [redacted], and made reservations on February 20, [redacted], around 7 PM. Later that night, I discovered my reservations were actually for the Boonville Hotel in Boonville, MO, which I never intended. I promptly cancelled both rooms, but one charge of $[redacted].30 was not fully refunded. I kindly request the immediate cancellation of this charge and the return of the funds to my card. This mistake was due to Hotels.com directing me to the wrong location. Additionally, I did not select a non-cancellable option during the booking process. Your prompt assistance in resolving this issue is greatly appreciated. Thank you, Richard A. Bordow, M.D. Berkeley, CA

I made a hotel reservation for a layover stay through a banner that advertised "find hotels available now". Upon arrival, I discovered the hotel was fully booked. The front desk offered a refund if Hotels.com was contacted. Despite contacting them repeatedly over a month with no success and being told they need to reach the owner, no progress has been made. It's frustrating as I haven't stayed at the hotel and just need a refund. Trusting the website for last-minute bookings in emergencies, the misleading "available now" button led to this situation when all I needed was a place to rest briefly.

I received credits for multiple bookings which were recently removed. I contacted gold customer service by phone and was surprised by the outcome. I have been trying for two days to resolve this issue, especially since I have hotel receipts. I made three email attempts to send verification, but the address provided was invalid. I also contacted chat support and wasted an hour with no resolution. I was promised a credit for the trouble, but it has not been applied. After over [redacted] hotel stays, I expected minimal issues. I want my 22+ credits added back to my account for immediate use, as well as the promised credit.

Hello, I had a frustrating experience with hotels.com customer service. I encountered rudeness from the manager during a call to address a booking discrepancy. My reservation for March 7-10 was confirmed for the wrong dates. Despite my prompt call, the manager claimed the system was down and refused to assist, accusing me of error. As a loyal customer who frequently uses hotels.com, this treatment is unacceptable. I request a resolution as I refuse to pay $[redacted] for a mistake on their app. Additionally, the disrespectful manner in which I was addressed is concerning. Please contact me for a solution. Thank you. Lindsay Eastman, LTE DESIGN, [redacted].