Hotels.com Customer Service Issues

I made a reservation for Jaybird's Inn in St. Augustine, FL via Hotels.com for June 6, [redacted], at a rate of $89.44. Upon arrival, the hotel charged me an additional $8.59 cleaning fee not disclosed on the website. They insisted I sign an agreement or be denied entry. The charge was made to my card. This experience feels like a deceptive practice, and I request a refund of the $8.59. I hope for your assistance as this situation has not occurred during my bookings with other platforms. Thank you. Confirmation Number: [redacted]03

I am writing to express my dissatisfaction with my recent stay in Porto, Portugal using Reservation [redacted][redacted]. I reserved this apartment for myself, my son, and my 75-year-old mother. Despite contacting your phone customer service, the following issues were not adequately addressed: 1. Upon arrival, we were surprised to find ourselves next to an active construction site with noise starting at 7 am daily. 2. The elevator, a crucial feature for my elderly mother, was out of order on the 3rd floor where our apartment was located. 3. We experienced a 2-day internet outage, requiring multiple calls and texts to have it fixed, resulting in additional charges due to roaming. 4. There were mold in the showers and faulty drape cords obstructing the patio doors, with maintenance workers expected to enter during our stay. After discussions with your customer service, I received an insufficient €80 credit offer for our unpleasant experience. I am demanding a full refund. I am willing to provide video evidence of the construction and elevator issues if needed. Please reach me at the email [redacted] Thank you. Michelle

Regarding Itin: [redacted][redacted] - Case ID: [REQ:S-[redacted]26], I appreciate the response and efforts made to assist me. I am unsure of the exact reason my request could not be accommodated. The hotel indicated that they would honor my request if Hotels.com agreed to waive the 17% commission, citing it as an honest mistake on my part. This situation has led to a standoff between the two parties. It seems that Hotels.com was unwilling to forgo the commission for my stay, and the hotel was not willing to overlook the additional payment they would have to make, despite my having stayed there as intended. I am disappointed with the outcome. While this lesson was not overly costly, it has taught me to avoid third-party bookings and to steer clear of Super 8 and Wyndham in the future. I realize my individual impact is minimal and not worth the effort to persuade me to continue using Wyndham and Hotels.com. I found the Hotels.com staff I interacted with to be kind, and I am grateful for their assistance. Nevertheless, the overall experience has been a disappointment. It is regrettable that companies prioritize profits over acknowledging human error. It would have been simple to brighten someone's day by overlooking a mistake, but it seems that is not how things operate. I will seek out more understanding services and individuals moving forward.

I am currently in Paris staying at Hotel Suez, and unfortunately, I encountered a significant issue. The room I checked into has no air conditioning, which is unbearable in the 98-degree Paris weather. I cannot relax or enjoy my stay under these conditions. Moreover, the lack of air conditioning was not disclosed during the booking process. I am dissatisfied with my experience and would like to request a refund or credit to switch to a different hotel promptly. I have been a loyal customer of hotels.com, and I hope we can resolve this issue satisfactorily. I appreciate your urgent attention to this matter.

I made a reservation for a room in Turkey with my husband for 3 nights in June [redacted]. Despite a confirmed booking, we arrived to find no room available and were offered accommodation in the proprietor's apartment nearby, lacking amenities and privacy. This was very distressing. I encountered difficulties trying to communicate this to Hotels.com via email, and Expedia, their sister company, could not assist. I am seeking information on the company's plans for compensating our ordeal. I await a response. - Ann C. and Alan C.

I purchased a $50 hotels.com gift card on Friday. When I tried to use it on Saturday to book a room at an extended stay near the airport, I encountered issues. I attempted to pay the $6 difference with my debit card, but received an error message about the CVV. Despite multiple calls to hotels.com customer service, I was unable to resolve the problem and felt like I wasted my $50. The situation led to me scrambling for money to secure a lesser-quality room. The next day, my attempts to resolve the issue with hotels.com were fruitless, and I felt frustrated and inconvenienced. Eventually, after hours on the phone, I was informed that hotels.com was having gift card issues and that I would be compensated for my troubles. Despite being a gold member, I received no assistance in getting a room, and the whole experience left me feeling disrespected and abandoned. I hope to receive at least 2 nights' accommodation at a hotel of my choice as compensation for the ordeal I went through sleeping on a city bus bench and dealing with my girlfriend's stolen purse.

Hello Hotels.com, I made an error booking a hotel, mistaking it for another one. Upon realizing this within 5 minutes of booking, I promptly arrived at the hotel. The receptionist was unable to assist when I explained the mistake and the unsuitability of a shopping center hotel for my small children. Despite my explanation, he insisted my room on the 12th floor was booked. I requested him to inform Hotels.com that I wouldn't be using the room due to the error, but he refused, citing it wasn't his responsibility. I was surprised by the unfriendly and unhelpful staff, especially considering the hotel claims to be family-friendly with family rooms located on the 12th floor. I am now searching for alternate accommodation for my family and hope for some form of compensation from Hotels.com due to this unexpected experience. I understand the room was non-refundable, but this situation was truly disappointing. Regards, Nana Lindhard

During my recent stay at Sears Motel in East Glacier Park from 6/30-7/2/19, I encountered discrepancies between the information provided by hotel.com and the actual facilities on site. I have raised these concerns and suggested a certification program that includes physical assessments to enhance credibility, much like AAA does. Despite reaching out to hotel.com with my feedback, I have yet to receive a response. The listing for Sears Motel inaccurately stated the presence of three restaurants when in reality there were none. The breakfast area was subpar, yet the food rating on hotel.com was misleadingly high. I urge hotel.com to address these misrepresentations promptly for the benefit of their customers. Thank you. - Paul K. Email: [redacted]

I am reaching out as I believe I made a hotel reservation through your site, although I usually book with Priceline. There is a booking for Jen Ryan at the Radisson in Nashua on Saturday, July 27th. Unfortunately, my mother was hospitalized, and I may need to cancel this trip. The hotel mentioned that they are willing to refund the money but mentioned a possible fee through your service. I am inquiring about the cancellation fee as I see conflicting information about the booking being non-refundable. I am willing to pay a fee if needed, but I simply want to gather more details before making a decision on canceling the reservation.

I have a reservation at Cranberry Country Lodge in Tomah, WI for 7/26/19 and 7/27/19 through Hotels.com that I need to cancel. My confirmation number is [redacted]. I should be able to cancel until 7/25/19 at 3:00 p.m., but I encountered issues cancelling through the website and the app. Cranberry Country Lodge directed me to cancel through Hotels.com. I need assistance as I was unable to cancel due to errors on the website and app. I paid $[redacted].08 for the reservation and require a refund. I am unable to use the card on file with Hotels.com as my credit card information has changed.

During my trip to Sequim, Washington, I made a reservation at Red Caboose Getaway for June 23rd and 24th, [redacted], which I paid for using Bank of America amounting to $[redacted].96. Upon arrival, the hotel claimed they never received the payment, which caused some confusion. I contacted Hotels.com, and they explained that the charge had actually gone through back in October [redacted] on my AAA Visa Card through Bank of America. Ultimately, I ended up paying Red Caboose Getaway directly in June [redacted] on the advice of a Hotels.com Customer Service Representative. I am seeking reimbursement for the duplicate payment made in June to be credited back to my Visa card. Alternatively, I am open to receiving credit for two nights' stay, totaling $[redacted] each, towards my free nights rewards account. Overall, I enjoy using Hotels.com for my vacations and have mostly had positive experiences with their service.

I spoke with a representative from Hotels.com who assisted me over the phone in finding a suitable apartment with two real beds. Upon arrival, the apartment only had one bed despite the photos showing two full-size beds in the bedroom. The host, Faysal, claimed the couch could be used as a bed, but it was actually a torn piece of foam, not a functional sofa bed as advertised. I have photographic evidence of the misleading listing. This situation placed my guest and me in an uncomfortable position, as we only had one usable bed. Faysal's dishonesty in switching pictures misrepresents the property, and I believe Hotels.com should not support such deceptive practices. My reservation number is [redacted]85. I urge you to address this issue promptly. Thank you. - L. Arnold

I recently checked in at The Lucerne Inn on 7/4 and was informed about a wedding event on 7/6 from 6-10 pm that would be noisy near my room. I requested a different room but was told none were available due to full booking. However, upon inspection, I found safety concerns like blocked emergency exits and narrow stairs, as well as a lack of privacy with the wedding setup outside my window. I needed to switch hotels for a safe and quiet stay. Despite only staying for one night, I am requesting a full refund as the accommodation did not meet my expectations. Please reach out for more details. Thank you for your help and I await your response. Best, H.H.

Upon our check-in at 1:30 am, we waited until 2:00 am to approach the front desk. The bed lacked a sheet the first night, the room was dirty, with jelly on the table and sugar spilled on the microwave. Additionally, there was an excessive amount of dog hair throughout the room. It took us 30 minutes to obtain a bag for the ice bucket, and the service at the front desk was poor. The woman at the front desk was rude and dismissive when I raised our concerns to her. I am disappointed with the customer service we received. I kindly request a call to address this matter, and I believe a partial refund is warranted. I have been a loyal customer of hotels.com for years, but this experience has been unacceptable. I urge hotels.com to reconsider their association with this particular establishment for the sake of their reputation.

Upon my arrival at the accommodation, I was surprised to find discrepancies between what was advertised and the actual room. The studio I booked was supposed to have a sea view balcony, as clearly stated on my confirmation as well as the website photos. Unfortunately, I was given a different room with a hot balcony overlooking the street on the fourth floor. I am very disappointed by this misleading information, as I trusted the description to be accurate. I have been a loyal customer for many years, and this experience has left me dissatisfied. I kindly request a refund for the inconvenience caused. I hope for a prompt resolution to this issue as I am currently unable to find alternative accommodation. Your attention to this matter is appreciated. Thank you. - C.C.

Hello, I am reaching out regarding our hotel booking with confirmation number [redacted][redacted]. We visited Castle Rock for a family birthday celebration. We have previously had pleasant stays at this establishment; however, this time, it was disappointing. Upon checking in and returning to the room later that evening, we discovered the carpet was wet, likely due to a lack of running water. Additionally, we found used bars of soap left by the previous guest in the shower. Our complaints were met with indifference by the front desk staff the next morning. The overall experience was marred by the damp carpet, uncleaned shower, and noise disturbances from an adjacent work area. When paying $[redacted] for a room, one expects a certain level of quality and maintenance.

I had my room canceled at 6:30 pm, and they promised to rebook and call me back, but I haven't been able to reach them. Dear Steven Kenton, I wanted to inform you that your reservation (Itinerary [redacted][redacted]) at Hotel Indigo Williamsburg - Brooklyn starting on August 31st, [redacted], has been canceled due to unexpected maintenance. Rest assured, we can arrange a new reservation for you at a similar nearby property with an equal or better star rating at no extra charge. To explore alternative options, please reach out to us at [redacted]. Please be aware that standard phone rates may apply if you call us for assistance during your journey.

I contacted the hotel where I am staying, and the staff was incredibly impolite and abruptly ended the call. I am hesitant to stay there due to safety concerns in the area indicated. Despite not approving this, it seems that I will be charged for the room. Furthermore, the property appears significantly different from the misleading depiction on hotels.com. I did not consent to a misrepresented image of the facility. I am uncertain about my options to cancel the reservation without facing a penalty, as I feel uneasy about staying at a place that seems to have a high crime rate, especially with multiple police cars seen patrolling nearby.

A few days ago, we came across a hotel on your website that offered rooms in London. We trusted your site to find a nice place for our vacation but were disappointed when we arrived at the hotel we booked. The pictures on the listing did not accurately represent the actual hotel - the first image resembled a reception area that did not exist. Our room was infested with bed bugs, even on the walls and in the fridge! The bathroom was also dirty. Despite attempts to complain and request a different room or a refund through the shared call center, no one from the hotel responded. After contacting other accommodations in London, we gave up and found another place to stay. When we called again the next day, we used locals to reach the owner, who offered a different room with more bugs. We asked for a refund, and although the manager promised to contact us, no one has followed up despite multiple attempts to reach them. We had to find and pay for another hotel. I have videos to demonstrate the condition of the room. Please assist in getting our money back. Thank you. - Beata Knopik

A few days ago, we came across a hotel on your website offering rooms in London. We trusted that we would have a pleasant vacation, but unfortunately, our experience was nothing but disappointing. Upon arrival, we found that the pictures on the listing were misleading as the actual hotel did not resemble the images at all. The room we booked had no one to check us in, and to our horror, it was infested with bed bugs all over the walls and even in the fridge. The condition of the bathroom was also unacceptable. Despite attempting to contact the hotel to address these issues and request a refund or a new room, we were met with unhelpful call center staff who promised to relay our concerns but no one ever followed up. Ultimately, we had to find alternate accommodation due to the unlivable conditions. Despite numerous attempts to reach out for a refund, we have had no luck getting a response from the hotel. We even have videos documenting the appalling state of the room. We seek your assistance in recovering our funds. Thank you for your attention. - Beata K.