Hotels.com Customer Service Issues

Dear Sir, I am currently facing challenges with the reservations team at Hotel Emonec in Ljubljana, Slovenia. I am in the process of planning a 10-week trip across Central European countries, Italy, and North Africa through hotels.com. I reserved 2 nights at Hotel Emonec and received an email the next day stating that my credit card payment had been declined due to a fraud alert placed by Wells Fargo MasterCard. After resolving the issue with my bank, I contacted Hotel Emonec via chat to inform them that the payment issue was resolved and to request them to reprocess the charge. Despite booking a nonrefundable reservation, the response from "Mario" at Hotel Emonec was unhelpful, insisting on a new credit card instead of confirming my reservation status. Uncertainty surrounds whether my reservation was successful or if I have a room secured. The lack of clarity has led me to reconsider my future reservations through hotels.com and contemplate cancelling existing refunds for alternative accommodation options. With numerous bookings planned, confirmation of my reservation in Ljubljana is vital to avoid potential lodging issues. I travel internationally frequently and value efficient communication and service when planning accommodations. Looking forward to your prompt assistance to address the situation in Ljubljana. Sincerely, Robert H.

Hello, I'm Adrian Pulido from Eurostars Ibiza hotel. I wanted to bring to your attention that our hotel does not have a garage or parking space, although it is incorrectly listed on your extranet. This has caused an issue for a guest recently. Kindly update the information on your site regarding parking availability at our hotel. We look forward to your prompt response. Thank you.

Subject: Issue with Kemael Hotel Reservation Hello, I am writing to address the disappointing experience my wife and I encountered during our recent reservation at Kemael Hotel in Port-Au-Prince, Haiti. Upon arriving on September 1st, we were shocked to find the hotel closed due to its location in the "Red Zone," which was not communicated earlier. This left us without accommodation, despite having paid the reservation fee. I urge prompt reimbursement of €[redacted].33 and additional compensation for the inconvenience caused. The state of insecurity in Haiti, especially in Port-Au-Prince, with prevalent gang-related crimes, makes this situation even more distressing. I can be reached at [redacted] or +[redacted]45. Sincerely, Frantz A.

I need to inform hotels.com about the passing of Mr. David Keith Tomes Walker. David, a loyal hotels.com user, recently passed away in Spain. I have successfully canceled many of his upcoming hotel reservations in three different countries. However, The White Hart in Swindon, England, is requesting that I cancel through hotels.com. Could you please assist in canceling all bookings made through hotels.com and ensure that David no longer receives promotional emails on his phone? David's email addresses were [redacted] and [redacted] For any further communication, please reach out to me at [redacted] Thank you, Linda Packham.

I made a reservation for a one-night stay at Hometown Studios in Louisville, KY through Hotels.com on September 20, [redacted], which turned out to be a terrible experience. The room was infested with cockroaches coming from inside the appliances, and it was filthy throughout. The bathroom was dirty, mirrors streaked, surfaces dusty, and the room smelled unpleasant. When I complained at the front desk, they couldn't provide a refund due to the booking method, so I was moved to another room hours later, only to find it in the same awful condition. The hotel should be shut down for such deplorable conditions, it's not only illegal but also a health hazard and terrible for business. This stay was a waste of money and impacted my sleep and work performance. I am deeply disappointed and demand a full refund. Please address this issue promptly. Thank you. - Candice Glass

I received an email on September 12 stating that my account had been deactivated. It instructed me to create a new account using my new email, [redacted], instead of [redacted] After creating the new account, I replied to the email as instructed. I also contacted the French office on September 19 to confirm the account reactivation process. However, as of now, I have not yet received the promised 2 free nights, credit for the nights already stayed, or my current bookings up to December 22.

I made a reservation at the Sofitel Winter Palace for two adults and one child using itinerary number [redacted][redacted]. The booking allowed me to include a child up to 17 years old (my son is 16) to stay in the same room. However, upon arrival at the hotel, we were informed that their child policy only applies to ages up to 13. We were required to pay an additional £[redacted].89 immediately to proceed with our stay. It was late due to flight delays, and exhausted, we had no choice but to pay. We were quite disappointed by this unexpected extra charge, as your website clearly stated children up to 17 were permitted. I am requesting a refund for the extra amount paid. I can provide proof of the payment via email.

My husband mistakenly booked a hotel in Cambria in Riverside, South Carolina, instead of the intended location in Mount Pleasant, Cambria, South Carolina for a wedding. We only need to change the location. Additionally, he entered the wrong dates. We need to adjust the reservation from October 25 to October 28, to October 27 to October 29. Unfortunately, we have not been able to find assistance with these changes. Any help would be highly appreciated!

I made a hotel booking at Straand Hotel on 21.08 for 1 night and 2 rooms from 21.09 to 22.09.23. Payment was made via Klarna. As the travel date approached, I checked my booking on Hotels.com and it showed no upcoming trips. I called the hotel and they confirmed they had no reservation for me. I then made a new reservation on Hotels.com for the same date, 21.09. I called Straand Hotel again and they confirmed they only had one reservation for me. Unfortunately, we had an incident and couldn't travel. I canceled the booking the day before the deadline and received confirmation from the hotel. Everything seemed to be in order. However, I received a payment demand from Klarna for the stay. I contacted Hotels.com, spoke to a man there who promised to resolve it. I should not have to pay for a stay that did not happen. I also called Straand Hotel again, they confirmed the cancellation and that there was nothing to pay. Klarna keeps sending reminders. Please, contact Klarna and resolve this. Please help me. Sincerely, Åse W. Jensen.

I am facing issues using my Hotels.com gift card. Despite carefully checking all fields, I keep receiving an error message prompting me to correct highlighted fields when trying to book a hotel. I have attempted various solutions, such as adjusting my phone number, splitting payment between a credit card and the gift card, trying different cards, signing up for bonus offers, and using both the app and website to make a reservation, to no avail. I've also dedicated countless hours talking to Hotels.com customer service, but the gift card department is unable to assist with reservations, while the booking department does not accept their own gift cards. I am seeking a solution to effectively utilize my gift card.

I booked a room through hotels.com last night, and unfortunately, my experience was terrible. During check-in, I was informed that the locks were not functioning properly. Upon entering the first room, I was appalled by the dirty floors and beds. After being relocated to another room, I discovered that the hotel was undergoing construction, and I was disturbed at 1 am/2 am by the noise of power tools and unknown movements. I am finding it difficult to believe that the amount of money I paid was justified by the poor quality of my stay and how I was treated.

On October 1st, I booked a hotel room in Dumas, TX. Upon arrival, I confirmed with the hotel staff on the availability of a first-floor room. However, after paying for the room and receiving the key, I discovered it was already occupied. The next day, I discussed the issue with a manager who agreed to refund me 50% of the rental fee. When following up after a few weeks, I was informed that the hotel does not have my payment details to process the refund. They suggested contacting hotels.com, the platform through which I made the reservation and payment online.

Dear Hotels.com, I am reaching out to notify you about the cancellation of our reservation itinerary #[redacted][redacted] from 15 NOV [redacted] to 18 NOV [redacted] due to the current situation in Israel. Unfortunately, our flight to your city has also been canceled. We kindly request a full refund of the [redacted] EUROS we prepaid for the booking. We apologize for any inconvenience this may cause and appreciate your prompt response to this matter. Thank you for your understanding and cooperation during these challenging times. Warm regards, Idan S. Email: [redacted]

Yesterday, I made a reservation at Motel 6 in Conway, Arkansas. However, upon arrival, they informed me that my card was not accepted, requiring $[redacted] or a different card for payment. Lacking both, my children and I had to spend the night in the car. I am in a difficult situation as my daughter is currently undergoing surgery. I kindly request a refund so that we can find a proper place to stay tonight.

Upon arriving at the hotel, I was informed that my card was declined due to a required $[redacted] deposit, which was not communicated to me prior to booking. I would appreciate a refund for the hotel reservation as I need to find alternative accommodation. Kindly process the return of the deposit as soon as possible. Thank you.

Subject: Issue with Canceling Reservation at Wood River Inn I have made multiple unsuccessful attempts to cancel my reservation for Wood River Inn on hotels.com before the cancellation date. I encountered errors on the website saying, "Sorry, problem at our end, try again later." After facing these issues, I contacted the hotel directly, only to be redirected to you. Unfortunately, I was informed that no changes could be made, even though I simply wanted to cancel the Saturday stay. Considering the hotel is fully booked and could potentially rent out the room, it seems unreasonable that my request was denied. As a loyal customer of hotels.com and Expedia, I have always enjoyed using your services, but this experience may lead me to explore other options. Best regards, E. Mullane