Hotels.com Customer Service Issues

After making a hotel reservation on hotels.com, I was immediately charged for a room I hadn't used yet. Upon contacting the hotel, they explained it was their standard policy. The motel employee mentioned she'd faced similar issues with hotels.com before. When I brought up the matter with hotels.com, they claimed there was nothing they could do to update their website. Despite my background in IT for over 30 years, they were unwilling to address the immediate fund withdrawal policy on their platform. I even struggled with their IVR system and couldn't find assistance. My experience in setting up IVR systems for companies made me acutely aware of the flaws in their system. Overall, I will be avoiding hotels.com in the future.

I have been trying to get in touch with hotel.com for almost two years now with no luck. Each time I book a hotel and make a payment, I end up having issues because of a misspelled email. Instead of correcting it, they cancel my booking and send a virtual gift card to the wrong email. I'm always told to wait for another department to contact me within 24 hours, but that never happens. When I follow up, it's a never-ending cycle with unhelpful representatives. This ongoing problem has gone on for too long without a resolution. The disrespect and rudeness from the customer service team are unacceptable. I feel like I'm being taken advantage of. Where is the integrity and respect for customers? I just want some decency in how my concerns are addressed. Is the company's owner even aware of how customers are being treated?

I am requesting to cancel reservation number 7 2 [redacted]-[redacted]-[redacted]. After seeing the appalling conditions of the property, which was misrepresented as a hotel but turned out to be a filthy and unsafe hostel, the owner assured me that I could cancel. I was shocked by the dirt, broken steps, and overall hazardous environment. Please process a refund to the credit card used for the booking. This property should not be listed on hotels.com due to its deplorable state. The unprofessionalism of the owner, walking barefoot and shirtless, and the unsanitary shared living spaces with a large dog, mold, and filth were unacceptable. I will dispute the charges on my credit card if a refund is not issued promptly. Thank you.

As a long-standing Gold member of hotels.com, I made a reservation for a hotel room for myself and my 6-year-old son tonight. To my surprise, upon arriving at Lakeshore Landing, I was denied check-in due to a $[redacted] deposit requirement that was not mentioned during booking. Despite contacting customer service repeatedly, all I get are automated responses prompting me to sign in or provide booking details with no resolution in sight. Frustrated, I ended up booking a room at another hotel through hotels.com with a smoother check-in process and no deposit requested. I am seeking an immediate refund of my payment and a formal apology for this inconvenience.

I stayed at the Sandman hotel in Santa Rosa, California, and upon arrival in my room, I discovered that the internet wasn't working. Despite the front desk informing me it wouldn't be fixed until the next day, I decided to leave. I reached out to hotels.com, spoke with Lara, and asked her to confirm a refund with the hotel. After some back and forth where the hotel was unresponsive and then claimed I couldn't be refunded as I had checked in, I called the front desk and learned a different story. The front desk staff, Jamena, stated they couldn't refund me because I booked through hotels.com, and not because I had checked in. Lara ended the chat by claiming hotels.com wouldn't refund due to my stay starting. I'm disappointed with the conflicting information and would like to speak to a supervisor about this issue and the treatment I received from Lara. I have a transcript of the chat conversation for reference.

Hello, I have booked multiple rooms in Grand Blanc, Michigan for March 3-5, but due to a snowstorm, some guests may not be able to make it. I would like to discuss which rooms can be kept for guests who have arrived and which ones need to be canceled. I am hoping to avoid charges for the rooms we have to cancel as this situation is beyond our control.

We had a car incident on the way from Maidstone to the hotel. The exhaust started smoking and one of the headlights stopped working right before we were leaving. We couldn't make it to the hotel. I tried to cancel the booking, but it prompted a £55 fee, which is the same amount we would have paid for the stay. My partner, who works at Roadchef, and I had to cover the repair costs for the car that night. We're facing unexpected expenses and cannot afford the cancellation fee. Is there any way we could cancel without incurring the charge, given the circumstances?

I noticed a charge of $[redacted].50 on my credit card statement dated 2/23/23 from Hotel Play Los Arcos in Puerto Vallarta. I didn't make this reservation and have no emails or booking information. The hotel directed me to your company regarding cancellation. According to their records, I have a booking from Mar. 17 to March 24, [redacted], which I didn't authorize. I'm Chrysan D., reachable at [redacted] or [redacted]. I need your assistance in resolving this issue.

I have a question that I can't seem to find an answer to online. I'm considering booking a night at the Juneau Hotel in Alaska. The rate on Booking.com is listed as "$[redacted]" and on Hotels.com it's "S$[redacted]" with a 10% member discount. I'm just curious, what does the "S" stand for in front of the price on Hotels.com? All their other rates seem similar between the two sites, so does S$[redacted] equal $[redacted]? Just trying to figure out the difference in pricing here.

Dear Sir or Madam, I received confirmation for a booking of 4 rooms at Hotel Plaza in Sevilla for the period from 30.09. - 05.10.[redacted]. However, there are a few things that I do not understand. In the past, reservations were confirmed and the credit card was only required for verification. This time, the amount for three travelers was charged in advance, while the 4th traveler usually pays at the hotel. My companions do not agree with this arrangement. Additionally, you have stated that cancellation is not possible or incurs [redacted]% fees. This is not accurate, as Plaza offers free cancellation up to a few days before the trip. Specific question: Can the credit card charge be reversed, and payment be made on-site as in previous years? Also, please clarify the costs for potential cancellation if needed. Kindly inform me within the next 10 days so I can coordinate with my travel companions. Thank you in advance for your efforts. Best regards, Andreas S. From: Hotels.com <[redacted]> Sent: Friday, March 3, [redacted], 15:10 To: [redacted] Subject: Hotels.com Travel Confirmation - Sept. 30 - Travel Confirmation No. [redacted][redacted]

Upon my arrival at exactly 2:57, there was confusion as the staff couldn't locate my reservation under my name or Ms. Robinette's name. It seems my name was misspelled as "Alonso," which may have caused the mix-up. The credit card used for booking was in my possession, but they insisted on matching it with the person who made the reservation. Despite my efforts to explain, they claimed my reservation was not found, resulting in a charge of $[redacted]. This experience was distressing, especially as I had planned my stay in advance. I feel taken advantage of and disrespected. I urgently seek a resolution to this matter to recover my funds.

On February 28th, [redacted], I had an overbooking issue at Delta Hotels by Marriott in Fargo, North Dakota through Hotels.com. Delta Hotels stated that Hotels.com overbooked and no rooms were available, resulting in duplicate charges on my card - $[redacted].80 and $[redacted].04. Despite being assured by Delta Hotels that Hotels.com would remove these charges, it has not been done yet. For any follow-up, please contact me at [redacted] or via email.

I have been attempting to update my email address on my hotels.com account for months now without success. When I try to change it on the website, I keep receiving an error message stating, "We're unable to save your email address at the moment. Please try again later." I have tried calling various support phone numbers, but the automated systems only ask for booking information, preventing me from speaking to a live representative. When I did manage to reach a person, they informed me they couldn't update my email over the phone and suggested I attempt to do it through the app or using a different browser, both of which also failed with the same error message. I am concerned as I am on the brink of losing access to my old email, putting my credits on my hotels.com account at risk if I cannot successfully update my email address soon.

I have been a member of the website for many years, but for some reason, it only shows my membership as being active for two years. The bookings do not reflect multiple stays, which means I am unable to collect rewards properly. Even though I am signed in to hotels.com, I am unable to submit my concerns online as it keeps prompting me to sign in again. I should have earned rewards for at least 10 nights, but only one night is showing up in the system. Despite numerous attempts to call customer service, I have been unable to reach a resolution. My name is Jenny Drake, and you can reach me for account assistance at [redacted] or on my booking phone at [redacted].

I am having trouble using my Tesco vouchers on the hotels.com website to pay for my hotel stay. Tesco advised me that the issue lies with Hotels.com, but I am struggling to find a way to contact them that does not involve a phone call due to my hearing impairment. Unfortunately, the live chat bot requires an itinerary number that I do not have since I have not made a booking yet. I feel frustrated by the lack of accessibility and support for customers with disabilities on Hotels.com.

Hello, I am planning to spend a week in Looe, Cornwall from January 8th to January 14th, [redacted], using Tesco Clubcard Points. While trying to book Curlews Cottage, I encountered discrepancies between the booking instructions and what was displayed. Despite multiple emails to Hotels.com, I have not received a satisfactory answer from Krisleve, Dana, or Darren. I simply want to know if CURLEWS COTTAGE is part of the TESCO CLUB CARD SCHEME on your site. If not, could you please provide me with a list of self-catering holiday lets in Looe, Cornwall. I tried calling with no success. Thank you for your assistance. Malcolm O.

I've been attempting to create a Hotels.com account without success. Although I have an Expedia account, your system is not accepting my email to set up the new Hotels.com account. Customer service has provided a link that unfortunately did not work. Can you please check my email for any existing account, delete it, and allow me to try setting up a new one? Thank you. - Brian C. [redacted]

I arrived at Travelodge for my reservation on 3/31-4/1/[redacted], only to discover an unexpected $[redacted] deposit requirement, which could only be paid with a debit/credit card. Upon trying to load my "Chime" card, I learned they don't accept prepaid cards, despite it having a Visa logo. After a 7 1/2-hour drive, I now find myself unable to shower or rest. With everything fully booked, I'm left with no choice but to sleep in my car with my spouse and dog due to this frustrating situation.

Good morning, I have a reservation Itinerary No: [redacted][redacted] for Kirkstall House in Leeds from July 6th to 10th, Thursday to Monday. I reached out to your online messenger on Thursday, the 29th, and the apartment to extend my stay for two more days on the 4th & 5th, Tuesday & Wednesday. I received an email copy from CSR wmncisaac sent to the owner of the apartment but haven't heard back yet. If I can't add the extra dates, I might have to cancel. I'm concerned that your staff couldn't reach the owner. Please respond to me at your earliest convenience. Thank you, Ian D.

Good morning, I have a reservation with Itinerary No[redacted][redacted] for Kirkstall House in Leeds from July 6th to 10th, covering Thursday to Monday. I contacted your online support on Thursday, July 29th, and the apartment to extend my stay from the 6th to the 10th to include the 4th and 5th, Tuesday and Wednesday. I received an email copy from CSR wmncisaac to the apartment owner but haven't received further updates. If I can't extend my stay, I'll need to cancel. It seems the communication with the owner has been challenging. Can you please confirm the availability of the additional dates or advise on the cancellation process? Thank you, ID