Hotels.com Customer Service Issues

I encountered multiple issues during my recent stay at Henann Garden Resort in Boracay booked through Hotels.com. Despite being a loyal customer with previous short stays, this time was intended to be a week-long vacation. However, I faced room changes, lack of attention to my requests, and a mix-up with the room type upon arrival. I had to move rooms multiple times, disrupting my plans and tour activities due to the hotel's errors and subpar conditions. The bathroom door in one of the rooms even broke, leading to a distressing situation where I was locked inside without any means to seek help promptly. The constant room changes and inconveniences made it challenging to enjoy my vacation, especially during peak season when finding alternative accommodations was difficult. Overall, this experience has been disappointing and disheartening, and I hope that Hotels.com addresses these issues promptly.

Booking reference [redacted]. I made this booking on March 2, [redacted], at Amalienburg Boutique & Boarding House for 2 rooms accommodating 5 people. One room is under Stuart Hawkins with 3 guests, the other under James Norton with 2 guests. On Sunday, March 3, I inquired about adding 1 person to James Norton's room. Mohit emailed on March 5 to inform me that they were awaiting the hotel's decision. On March 6, Ravinder emailed confirming the changes were accepted but I had to call to finalize. After being told the price difference was 9 euros and providing my card details, I didn’t see any charges or confirmation by March 10. Calling back, Kurprit informed that changes were not processed, redoing them with a new booking reference [redacted]. There was confusion over penalties which were waived by the hotel. I seek clarification via email on the total cost for 2 rooms with 6 guests and confirmation that no penalty was applied. Thank you for your assistance. - Vicky Hawkins

I made a reservation at Key Largo Inn for March 15th-17th, [redacted]. Confirmation number: [redacted][redacted], Membership number: [redacted]3. I opted for "Pay at Hotel." Upon check-in, the staff member insisted on charging the card used for reservation even though my booking clearly indicated "pay at hotel." Despite my request to change, he declined suggesting I not have the convenience I usually experience with this payment method. The room layout was inconvenient, with only the living room having effective air conditioning whereas the back bedroom lacked proper ventilation, making it uncomfortably hot. The carpet was filthy, forcing us to wear shoes indoors. Unable to resolve concerns due to the office's early closure, the experience was disappointing compared to friends' accommodations for a similar rate in the area. I am now faced with credit card issues due to unexpected charges, creating uncertainty about future bookings through hotels.com. I hope for a full refund or resolution as this experience has shaken my trust in the booking process.

I made a reservation at Key Largo Inn for this past weekend through a Membership. Despite selecting "Pay at Hotel" during booking, the front desk staff informed me that the charges were already processed on the card used for reservation. Insisting on changing the payment method as the charge was still pending, the staff was uncooperative, and the situation was handled poorly. The room layout was uncomfortable with the air conditioning only reaching the living room, leaving the bedroom hot. The overall cleanliness, especially the carpet, was unsatisfactory. This experience contrasts sharply with what friends paid for their accommodations in Key Largo, making me reluctant to use hotels.com again due to the uncertainty of payment procedures. I hope for a full refund to address the issues I faced and to prevent future mishaps with booking through hotels.com.

Yesterday, I spoke with a representative for nearly 45 minutes to secure a room at the Paramount Hotel for April 24. Despite being assured multiple times that the total charge of $[redacted].16 included all fees, right before ending the call, I was informed of an additional $34.83 hotel fee. Regrettably, I couldn't proceed with the booking due to the sudden extra charge. I didn't receive a confirmation and upon checking my credit card, I noticed the pending charge of $[redacted].16. I hope this charge will be removed as the representative failed to confirm via email about the unauthorized additional fee. I am unsure if the charge will be refunded. I am eager to book another room through your platform without any unexpected fees. Kindly assist in resolving this matter promptly. Thank you for your help.

My spouse and I made a reservation for a two-night stay in early February for March 20-22 at Island Palms Hotel on Shelter Island in San Diego. We specifically asked for a room in the Casa Marina building upstairs with a view of the marina. However, upon check-in on the 20th, we were informed that our room was in a different building on the first floor next to the parking lot. The front desk attendant mentioned that this was the room requested by Hotels.com. We had a lengthy discussion with the manager and emphasized our dissatisfaction with the situation, even considering walking out and forfeiting $[redacted]. Despite that, they eventually agreed to assign us a room in a different building overlooking the marina. Overall, we were disappointed with the experience as it seemed like we were at fault for a booking error when it was actually an issue with the hotel or booking service. We have decided not to use Hotels.com for future bookings due to this incident. J. and G. Stenberg

Dear Sir/Madam, On March 6, [redacted], during a significant power outage, I was relocated from the Westin to the Marriot (please refer to the attached letter, noting the inaccurate date). It has come to my attention that the Marriot has charged me for the night of March 6-7 despite my payment to the Westin. After learning about this charge, I attempted to contact the Marriot New Orleans today for a refund, but I am uncertain if my message reached the appropriate department due to challenges navigating their website. During my stay, the Marriot receptionist took my credit card details, assuring me it would not be charged once information was received from the Westin. Upon my departure on March 7, I was informed it would take 2-3 days to clear the payment. However, on March 20, £[redacted].37 ($[redacted].77) was debited from my card with reference number [redacted][redacted]. Kindly refund this amount in £GBP considering potential exchange rate fluctuations. I kindly request your assistance in liaising with the Marriot to resolve this matter promptly. Best Regards, Geoff V.

Hello, I made a reservation for the Riu Palace Tropical Bay in Negril, Jamaica from Jan 22-31, [redacted] through Hotels.com. After realizing my mistake of booking a junior suite instead of a regular suite, I quickly corrected it on the website. Upon arrival at the hotel, I was surprised to find out the booking was only for one person. This discrepancy resulted in an extra charge of $[redacted], bringing the total room rate to $[redacted] per night, while the hotel's rack rate was $[redacted]. Despite reaching out to Riu, they directed me back to Hotels.com, referring to them as my tour operator. I firmly believe this issue lies with the hotel, considering the unexpected charge. I intended to pay for two guests, with an estimated cost of around $[redacted]. I seek resolution, either from Hotels.com or a solution that does not involve passing the responsibility back to Riu. Thank you. - P.M.

Dear Sir/Madam, I made a reservation for the Sphendon Hotel in Istanbul through hotels.com and prepaid for it (Confirmation Number: [redacted]92). Recently, I received notice that Turkish Airlines had canceled our return flight for our trip, requiring us to adjust our stay in Istanbul and come back a day earlier. However, when trying to modify the booking on hotels.com, I was shocked to see that I was being asked to pay an additional [redacted] euros instead of receiving a refund for one day. I have also emailed you regarding this matter with more information, but have not received a response from hotels.com yet. Please provide assistance. Sincerely, Magdalena Terzić

I made a reservation for the Riu Palace Tropical Bay in Negril, Jamaica from Jan 22-31, [redacted] through Hotels.com. After booking a junior suite by mistake, I quickly corrected it to a regular suite. Upon arrival, the hotel informed me that the booking was only for one person, even though I had originally specified two on the website. Consequently, an extra $[redacted] was charged, making the nightly rate $[redacted], while the hotel's rate was $[redacted]. I have contacted Riu, but they directed me back to Hotels.com, stating that they are the ones responsible as the 'tour operator'. Despite understanding the additional charge for two people, it should have been around $[redacted]. I am hoping for assistance with this billing discrepancy. Thank you, Patricia M.

This evening, I made two reservations for our upcoming trip to China. First, at the Jiangkuo Hotel Beijing, with confirmation number [redacted][redacted]. Secondly, at the Xianyang Ocean Spring Grand Metro Hotel with confirmation number [redacted][redacted]. I was told there would be no charge to my credit card, but shortly after, my bank flagged a suspicious $83.04 charge by Beijing Elong Travel AG. I'm concerned about this unexpected charge and who benefits from it. Despite my worries, I fear canceling might jeopardize my reservation. I've been attempting to reach out to Hotels.com's premium customer service without success. It's past midnight, and I'm feeling anxious; I can't rest without clarifying this situation. Kindly provide a prompt response through email or text at +[redacted]00.

Dear Hotels.com, My name is JeanClaude Baumgartner. I recently booked two hotel nights in Moscow through your service. However, I encountered issues last night while trying to book a hotel in Annamas, France. Your app quoted me 70.00 CHF for the Ibis hotel and 77.00 CHF for the Ibis Styles, but when attempting to book, the price increased to 89.00 CHF at the hotel. This was disappointing as I thought breakfast was included in the original price. I would appreciate if you could request Ibis Red in Annamas to offer some concession as I prefer using Hotels.com for my bookings. If I continue to face technical difficulties with your app, I may have to explore other hotel booking options. Kindly reach out to them as I specifically choose these hotels for the prices advertised on your app. You can contact me at [redacted] I hope for a resolution to this matter as I am currently not satisfied.

I have encountered issues with the hotel reservation I made through your service. I am currently staying at Bliss Patong. I have tried to resolve the problem by calling, but unfortunately, after speaking with four different representatives, the issue remains unresolved. I faced challenges such as being put on hold, promised call-backs that never happened, and even a representative hanging up on me. The unexpected security deposit of 10,[redacted] baht was not disclosed prior to booking, which is more than the cost of the hotel stay. The hotel requested a security deposit along with copies of our passport and driver’s license, which made me uncomfortable due to the lack of transparency during the booking process. Despite understanding the need for a security deposit, the hotel's approach has been unsettling. They have threatened to cut off power if the deposit is not paid promptly. This experience has been disappointing, and I am considering moving to another hotel. I would appreciate a resolution to this matter for a smoother stay. Thank you, Emily

Dear Sir or Madam, I apologize for the delay in reaching out. I had made a reservation for my family's stay in your hotel from April 7th to 18th, [redacted], through Hotels.com (confirmation no. [redacted]99). Unfortunately, we encountered a nightmare during our journey from Germany to Roquebrune Cap Martin. On April 7th, [redacted], in Milan, all our belongings, including our luggage and wallet, were stolen from our car, and one of the car windows was broken. Upon this incident, we contacted your hotel reception immediately to explain our situation and the need to cancel our booking. They advised to contact your central administration the following day as it was a Sunday. Subsequently, we decided to return to Germany and notified both your hotel and Hotels.com on Monday morning. I sincerely request your understanding and kindly ask for a free cancellation of our booking and a refund of the payment. Thank you very much! Best Regards, Zhen Y. & Family

I have been trying to reach your company through multiple emails regarding an incorrect booking. I have not received any responses from you so far. My booking reference number is [redacted]24. I originally reserved 1 room for 3 adults - myself, my husband, and my daughter. However, upon receiving the confirmation, I noticed that the room was only booked for 2 adults. I immediately contacted Hotels.com, but after not hearing back from your company, I reached out to the hotel directly. They have one room available but instructed me to make arrangements with you. Since the reservation has a no-cancellation policy and has been fully paid for, I am unsure of what steps to take next. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you. Regards, Lorette O.

Dear Sir/Madam, I have been trying to reach Labranda Atlas Amadil Hotel in Agadir, Morocco for about a month now with a few inquiries. Booking for: Ms. Sajidah Munir (All Inclusive) Email: [redacted] Itinerary number: [redacted][redacted] Room 1 confirmation number: [redacted] Room confirmation number: [redacted] I am scheduled to arrive at the hotel today, Tuesday, April 16, [redacted], at approximately 9:30 pm with my elderly parents and young son. Here are my queries: 1. Is it possible to have something to eat upon our late arrival tonight after a long day of travel? 2. Can we please have interconnecting rooms for my convenience in taking care of my family? 3. Could we arrange for a late checkout until 5 pm on our departure day, April 23rd, as our flight is in the evening? 4. Kindly assist in booking a taxi for us on April 23rd to the Agadir airport for our 7 pm flight. Looking forward to your prompt response. Best regards, Ms. Sajidah Munir

Upon check-in to our Superior Double room, we encountered a strong smoke smell. Despite alerting the front desk, there was a delay in response. The staff informed us that a Double Superior room was not available and offered a twin bed option instead. Refusing this, I suggested changing the room type to secure a double bed. During this conversation, the manager, unfortunately, did not engage constructively, displaying rude behavior and reluctance to address the issue. The front desk attendant mentioned it was not their fault guests smoked in rooms, but it is their responsibility to manage such situations. Despite attempts to find a resolution, we ended up with a smaller "superior twin" room. Despite pointing out the size discrepancy, the front desk maintained it was still a superior room. The prolonged process and lack of cooperation left me dissatisfied. I am seeking a refund as the room provided did not meet the expected standards for which I had paid.

I made multiple hotel bookings for a cheerleading competition weekend in Niagara Falls, Ontario. Initially, I booked the Howard Johnson for April 5 - 7, [redacted], in November [redacted]. Then I reserved the Falls Hotel & Inn for the same dates in November [redacted] as well. Later, I mistakenly booked the Howard Johnson again on Nov 28, [redacted], followed by a booking at the Sheraton for April 4 - 6, [redacted], due to potential schedule changes for the competition. Eventually, our team decided not to stay overnight and rented a bus instead. When I tried to cancel all the rooms through my Hotels.ca account, I discovered that one room was not linked to it. Despite contacting Hotels.com and speaking with Rose Orellana, the hotel was unwilling to offer a refund. I believe that Hotels.com should have been more successful in advocating for a refund on my behalf. This experience has left me feeling undervalued as a customer, and I am reconsidering booking through Hotels.ca in the future.

I reserved a night at the Marriott Hotel Worsley & Golf Club under the assumption that a spa treatment cancellation was possible the next morning, as advised by hotel.com over the phone. This miscommunication has caused significant stress for us, particularly for my autistic partner who relies heavily on information provided. Our stay has been negatively impacted, especially since it is our wedding night and we came directly from our venue. Our booking number is [redacted]02. Unfortunately, contacting hotel.com directly isn't feasible due to the high call charges. This situation has forced us to leave earlier than planned as my partner is feeling upset and overwhelmed, making it impossible for us to enjoy our stay. If needed, you can reach me at [redacted]9.

I recently made hotel reservations in Turkey opting for the pay-at-the-hotel choice but didn't receive any confirmations. Additionally, these bookings are not showing up under "manage my bookings." Oddly, some completed bookings are displaying as upcoming, causing confusion about receiving credits for free stays. Despite being logged in, the system doesn’t confirm if I'm getting member discounts. When trying to refresh the site, error [redacted] appears, hindering the process. The same issues persist across multiple devices. I need to book for the upcoming forty days and would appreciate resolving these issues promptly to ensure my reservations are secure.