Hotels.com Customer Service Issues

As a loyal hotels.com customer, the pandemic has disrupted my family's travel plans due to health concerns. With my daughter being immunocompromised and my wife and I being high-risk, we are unable to travel while infection rates remain high. I have accumulated three free nights through hotels.com, but I recently received notification that they will expire at the end of December [redacted]. I kindly request an extension of six months for this award, hoping that by then, it will be safer for us to travel and utilize this benefit in the Spring. Your assistance in granting this extension would be greatly appreciated. Thank you.

I am feeling confused and upset. I have already been in contact with your offices several times regarding being refunded for my canceled/unused free room. I believed this was resolved. I even booked 2 additional rooms with you assuming it was corrected. However, upon checking, I noticed that not only was the free unused room not refunded, but 6 night credits were actually deducted. Now as I try to book more rooms, I am facing this issue. Kindly credit my rooms and free night without delay.

I have a reservation at George Street Hotel Oxford under the name Trina Isaacs for December 8, [redacted]. Unfortunately, my daughter has been diagnosed with severe tonsillitis today, so we won't be able to travel. I understand the booking is non-refundable, but I'm wondering if there are any exceptions for extenuating circumstances like this. I can provide a doctor's note as needed. We are quite disappointed as we also have tickets to see Mamma Mia in Oxford, and any refund would be very helpful. Thank you. Best regards, Trina

I am writing to report an incident with RESIDENCE BOISSY, detailing the issues I faced with my hotel reservation. I booked a stay in the "Plateau" area for work via Hotels.com, but the hotel's actual location was Mermoz Pyrotechnique. Despite confirming my booking and insurance, when I called the hotel before my arrival in Senegal, I was informed I couldn't check-in late. Upon arrival, I discovered the hotel's location wasn't in Plateau as claimed. This forced me to find last-minute accommodation due to Dakar Fashion Week. I am disappointed by this misrepresentation and lack of professionalism. I am requesting a refund and hope for a prompt resolution to this matter. If not addressed, legal action may be taken. Thank you for your attention to this issue.

I booked a hotel on your website on December 11th at 7:00 p.m. Despite paying by card, I didn't receive any email confirmation. At 10:00 p.m., I made a reservation at another hotel. Tonight, I received a welcome notice for the hotel I hadn't received confirmation for. Upon checking my emails, I found out that you only confirmed the reservation this morning on December 12th at 9:17 a.m. I am not responsible for this lack of confirmation and should not be charged for this reservation that I won't be using. Hotel Relai Bleu is willing to cancel the reservation. Please refund me or cancel my order. Additionally, your reservation was more favorable for me, and I had to travel 30 km to stay elsewhere. I can't be penalized multiple times due to the late confirmation from your booking site. Please confirm the cancellation of reservation [redacted][redacted] at Relai Bleu in Capestang. Thank you. Christian

Dear Hotels.com Customer Service, I am reaching out to inquire about the status of my reservation. I have been attempting to locate my booking for Hotel ARLECCHINO in Venice, Italy, scheduled for March 23-27, [redacted], under the confirmation number [redacted] [redacted] [redacted] [redacted] 7. However, the website consistently states that no reservation is associated with this number. I made the initial reservation using my credit card, and I am concerned about being charged for a booking that cannot be found. I am looking to cancel this reservation and make a new one for the same hotel but on different dates. I would appreciate your prompt assistance in resolving this matter and facilitating the rebooking process. Thank you for your attention to this issue. Sincerely, Marcia S.

I made a reservation on hotels.com but did not receive an email confirmation or itinerary number. After creating an account to check, I could not find any booking information. However, I have noticed a charge on my credit card. I would like to cancel the reservation and receive a refund. I have tried contacting the website through virtual chat but have not been able to speak to a live representative as there is no phone number available.

I made a reservation on hotels.com for a motel on December 2, [redacted], and paid for two rooms using PayPal. The total amount was charged to my checking account. Unfortunately, when I arrived at the motel, they claimed they hadn't received my payment and asked me to pay again for the two rooms. As of now, I have not received a refund for the initial payment, and I ended up paying for the rooms twice.

On July 10th, I made a reservation for 4 nights at the [redacted] Inn in Macon, GA through Hotels.com for December 14-17. I paid $[redacted].60 with my VISA at the time of booking, as requested by Hotels.com. Recently, I needed to shorten my stay to 3 nights. On November 24th, I received confirmation that the reservation was adjusted. However, I did not receive a refund for the 4th night, which is unusual for my bookings through Hotels.com. Upon checking out last week, I inquired about the refund with the day manager at the [redacted] Inn. He mentioned that they had not received any payment from Hotels.com, as they usually don't require upfront payment. Therefore, I paid the inn $[redacted] for the 3 nights. I have tried contacting Hotels.com customer service online and over the phone to resolve this issue, but no solution has been provided. I am seeking a full refund of $[redacted].60 since the payment was not passed on to the inn. If this matter is not resolved promptly, I will have to consider legal action against Hotels.com.

Dear Sir/Madam, I am writing to request the cancellation of a reservation I made for two rooms at Mediodía Hotel in Madrid under the names Ana María Pérez Guardiola and María Victoria Alfosea Cuesta for December 29th to January 1st. The reservation was made through Hoteles.com (itinerary number: [redacted][redacted]). Due to the critical condition of my terminally ill brother-in-law, I need to cancel this booking. I spoke to the hotel, which indicated the reservation was made via Expedia and informed me that a cancellation with a two-day notice would not incur a charge of [redacted] euros. Although I understand this booking is non-refundable, the current circumstances necessitate this request. If proof from the hospital regarding my brother-in-law's health is required, please let me know. Given the situation and the somber time my family is experiencing, it is not appropriate for us to proceed with this New Year's celebration in Madrid. I await your response to my request. Best regards, Ana María Pérez Guardiola

During our stay at the Red Roof + in Williams, AZ on December 22, [redacted], my husband and I encountered multiple issues. The initial room had poor TV reception and a malfunctioning light over the sink. Requesting assistance took over 10 minutes. Despite the staff offering to send someone for repairs, we opted for another room which also had its own set of problems. This room had a faulty deadbolt, inadequate hot water, bad TV reception, and a dirty floor. These multiple issues left us disappointed with the overall experience. Only the cleanliness of the bed and receiving fresh towels on the second day earned this establishment one star in our review. We urge the management to address these issues promptly to ensure a better guest experience and consider reevaluation for future bookings on Hotels.com.

I recently updated my email on my hotels.com account, and it appears to be causing confusion with your team. I have 4 credits and gold star status that I value and do not want to lose. The email I previously used was [redacted], but I have now changed it to [redacted] It should be a straightforward change since it's still my account, just a different email. I have only received responses stating that I cannot transfer accounts, which is not what I am trying to do. I would appreciate any guidance you can provide. Thank you, Judy

While driving from Central IL to Cochrane, WI to deliver [redacted] lbs. of organic wheat, I encountered dangerous road conditions and had to cancel my reservation at the Super 8 motel in Winona, MN. After contacting the motel and Hotels.com to no avail, I was unable to cancel my booking and now face a non-refundable fee. Despite multiple attempts to reach Hotels.com, I have been unsuccessful. The front desk directed me to Expedia, the same company, adding to my frustration. I have contacted Mastercard to dispute the charge due to the extenuating circumstances. I am still trying to connect with Hotels.com to resolve this issue and request a refund.

I had an unpleasant experience with Hotels.com recently. Despite being a frequent customer with almost [redacted] stays, they failed to process my reservation, leaving me without a place to stay. Their customer service was unhelpful, and the money they charged me took days to refund, causing inconvenience. It seems their system may cancel reservations arbitrarily without proper explanation, such as flagging accounts for unknown reasons. Unfortunately, their error messages do not accurately reflect the issues at hand, leading customers on a frustrating runaround without solving the actual problem. Hotels.com's lack of transparency and empathy in resolving booking issues is disappointing, prompting me to seek alternative booking platforms in the future - an experience I do not wish upon anyone else.

I am struggling to cancel a reservation I made yesterday. The customer service cannot locate my reservation Itinerary number or email. It is frustrating when they claim canceling is easy, which is not the case for me. I am unable to proceed due to the incorrect Itinerary number provided. This situation is truly frustrating for me. I would appreciate your assistance in canceling my reservation and processing a refund. Sincerely, Jan W.

During our stay at the Caption Hyatt in Memphis, we decided to extend our visit. When we inquired at the front desk, they suggested booking through hotels.com for a better rate. However, upon checking the reservation, we realized it was mistakenly made for the same night as our original booking. Could you kindly cancel this duplicate reservation and provide a refund for itinerary # [redacted][redacted]? We appreciate your assistance.

I prepaid for a reservation at Staybridge Suites for November 20th, [redacted], with itinerary #[redacted][redacted]. I couldn't use my credit card for the security deposit, but the hotel agreed to issue a full refund and reached out to hotels.com support for authorization. I've contacted chat support three times, but they don't have a record of the last interaction and keep asking me to wait another 72 hours for a refund solution, which I haven't received. The hotel promised a full refund, and I urgently need it processed as I paid with a hotels.com gift card. A new gift card will be suitable. Please expedite this process as I need to book a new stay in Seattle promptly using the gift card.

I had booked two rooms at Woodspring Suites in Lebanon, TN for 12/30 - 1/1. The rooms were meant to be ready by 3pm, but when I arrived, only one was available at 7:15pm. The second room was promised by 7:45pm. Despite being a long-time user of Hotels.com, I have never faced such an issue. The front desk lady was very rude. Furthermore, the cleanliness of the rooms was subpar. Although a male clerk tried his best to accommodate us, I am left feeling extremely dissatisfied and disappointed with this experience.

I reached out to Riad El Amine Fes regarding my booking through Hotels.com, Itinerary # [redacted][redacted]. I have requested a change in the reservation to cancel one room booked for Jane Biggs. I emphasized that Jane should not be charged as we are giving prior notice. My husband, Joseph Amar, and I, Gail Amar, will still be staying. Joseph, who works as a tour guide in Morocco, is already in the country. I am eager for a prompt response from the hotel. Thank you.

I made a booking at the Spindrift in Anstruther for a two-night stay from January 17th to 19th. To offset the cost, we applied a free night worth £[redacted].32. Today, the Spindrift contacted us to cancel our reservation due to heating issues. I duly canceled and was promised a refund of £[redacted].68. Upon chatting with customer service, I inquired about retaining our free night, only to learn it had expired. The owner assured that cancelation was necessary due to circumstances beyond our control. I am kindly requesting to have our free night reinstated so we can benefit from the reward. Itinerary no. [redacted][redacted] Thank you, Gail J.