Hotels.com Customer Service Issues

My sister had made a reservation at the Golden Sands Penang in Malaysia for a stay in March. Unfortunately, their trip from Germany to Malaysia has been canceled due to the global pandemic caused by the coronavirus outbreak. The hotel booking was made without any cancellation fees. Given the current circumstances of the pandemic, we are requesting an exception to be made for a refund of the booking. We appreciate your understanding of the situation as this is a worldwide issue, and they are prioritizing safety measures. Thank you and best regards, Rachel

On January 30th, I made a reservation (Confirmation: [redacted][redacted]) at Driftwood Beach Motel. Upon arrival, they did not have the room I booked. The clerk offered an ocean view room at no extra charge due to Daytona [redacted] Day. However, the room was a disappointment. It was under construction, doors wouldn't close, there was no soap in the shower, and the toilet was difficult to flush. The microwave had old food, and the stove was unusable. I have photos to support my claims. Please advise on where to send them. Due to the Daytona [redacted] event, I had limited options and had to stay. I'd like to discuss this matter further. Our stay was meant to be a surprise for my wife on our 45th anniversary on 2/15. Please contact me at [redacted] - Charles Z.

Refund Request Due to Coronavirus Hello, my name is Menachem Blum. I made a reservation for a Standard Double Room at the Dormero hotel in Berlin for my girlfriend Olga Monakhova through Hotels.com. Our stay was supposed to be from March 6 to March 8. Unfortunately, due to the current situation with the coronavirus, as an Israeli citizen, I am unable to make the trip to Germany and will be required to undergo a 14-day home isolation upon my return to Israel. I understand that my booking is usually non-refundable, but given the extraordinary circumstances, I kindly request a full refund. I have been a loyal customer and have stayed at your hotel multiple times before. Additionally, March 8 is my birthday week, adding to the significance of this trip. I hope for your understanding and assistance in this matter. Thank you for your attention to this issue. Best regards, Menachem Blum

My wife, aged 87, and I have been advised by the government not to travel at this time. We have a reservation at the Hampton Inn in Gilbert for Mar 13. I kindly request a cancellation and a refund for the reservation. Although it was originally non-refundable, given the current circumstances, I hope you can make an exception and refund the money. To complicate matters, my wife suffers from bronchiectasis and requires daily inhalation of albuterol sulfate through a nebulizer to manage her condition. We are now in voluntary quarantine as a precaution. My confirmation number is [redacted]. I appreciate your understanding and assistance. Thank you. Best, Dan Olson

I made a reservation under the name of Leah Maring at Homewood Suites by Hilton Doylestown-Warrington for today, 3/10/20. I am seeking to cancel the booking due to unforeseen circumstances related to a canceled training event. The hotel staff informed me that they couldn't assist as the reservation was made through a third-party, and it didn't meet the 24-hour cancellation policy. I only found out about the cancellation at 12pm today. I was hoping to either receive a refund or reschedule the reservation to avoid losing the $[redacted] paid. My confirmation code for the booking is [redacted][redacted]. Any guidance on how to proceed, such as receiving a credit for future use, would be greatly appreciated.

I have a confirmed reservation with Hotel.com under the name Tiffany Birch, reservation number [redacted][redacted]. Initially, my arrival date was scheduled for 3/13/20, which was later changed to 9/25/20 due to the pandemic. I attempted to cancel my booking due to Coronavirus concerns, but was informed by Hotel.com that I could only postpone the reservation. To avoid losing my $[redacted]+ prepaid payment, I opted to reschedule for September. When I contacted the hotel directly on 3/11/20, Ms. Itzuri assured me that she could set up an "open-ended" reservation without penalty, allowing me to cancel and apply the payment to a future date. However, Hotel.com needed to contact her directly to finalize the arrangement. Despite attempting to reach Hotel.com customer service, I encountered technical difficulties preventing me from speaking to a representative. I urgently need assistance from customer service to address this issue.

We had plans to arrive in Tahiti on March 14th and stay at the Manava Suite Resort until March 17th (reservation [redacted][redacted]), then move to Moorea Beach Resort from March 17th to March 20th (reservation [redacted][redacted]) before going on a cruise. Due to the Covid-19 pandemic, the Canadian government advises against unnecessary travel. I am requesting a change of dates to October 3rd-6th at the Manava Beach Resort and then to the Manava Beach Resort from October 6th-9th. I'm aware that certain rooms may not be available, so I am flexible with the changes. This is my third attempt to address this issue, as I have not received a response despite assurances from your agents. The phone system has also been unreliable for the past two days. I would appreciate a prompt response. Thank you in advance. Best, Brenda M.

I have been trying to reach Hotels.com customer service for over ten hours with no success. Every time I call, I receive an automated message about technical difficulties preventing them from accepting calls. I managed to speak to a representative today at 2:07pm EST, who informed me that their system was down for updates. After being instructed to call back in a few hours, I was met with the same response. Both Hilton hotel and Hilton Hotels Corporate confirmed that due to COVID-19 restrictions, I am eligible for a full refund through Hotels.com, but I must process the cancellation directly with them. I am frustrated by the prolonged wait and demand an immediate cancellation and refund. Failure to assist me promptly will result in legal action. My reservation confirmation number is [redacted][redacted].

I had a show and stay reservation for 3/20/[redacted], which was rescheduled to September due to Coronavirus concerns. I kindly request to move my booking to 9/10. We also have another stay scheduled for May and we are optimistic things will improve by then. The new check-in dates would be 9/10/[redacted] to 9/12/[redacted]. Although the stay is nonrefundable, given the current travel advisories, I am hopeful you will accommodate this adjustment.

I had reserved and paid for a king studio room at the Park Plaza in Waterloo, London for Saturday, April 25th. I was planning to run the London Marathon, but due to the COVID-19 situation, the marathon has been rescheduled to October. I contacted the hotel, and they approved changing my reservation to Saturday, October 3rd without any additional fees, considering the circumstances. They requested that hotels.com confirms the new date with them. I appreciate any assistance with this as soon as possible. It's disappointing to have prepared for the April marathon, but I understand the need for this change. Thank you for your help. - L. Holcroft Booking Reference: [redacted]

Dear Hotels.com, I am writing in response to your recent email regarding the option to cancel and receive refunds for bookings at U.S. hotels, which demonstrates a commendable level of responsibility. This approach encourages me to continue utilizing your services for my future hotel reservations. However, as the current situation in Europe is just as critical as in the U.S., I urge you to extend the same flexible policies to European bookings. With the pandemic at its peak in Europe, many countries are taking strict preventative measures, such as prohibiting travel and implementing social distancing protocols. I had a trip planned from Luxembourg to the UK for 20-22 March [redacted], which I can no longer undertake due to company restrictions and health concerns as an older individual with underlying health issues. Given the circumstances, I kindly request to move my non-changeable/non-refundable reservation (Confirmation # [redacted][redacted]) to 5-7 June [redacted]. I trust that you will apply your socially responsible policies consistently across all regions during this unprecedented time. Best regards, C.W.

I recently received a charge of $[redacted].72 for leaving some clothes in a room I had checked out of. I didn't authorize this charge, as I didn't book through hotels.com, although they charged me through the hotel. I find it unreasonable as I believe items left behind are typically disposed of or the guest is contacted. I reached out to the hotel, but the manager was unhelpful and rude, hanging up on me twice. I'm reaching out for assistance in resolving this issue. Please contact me via phone at [redacted] or email at [redacted] Thank you for your help.

I am requesting a refund for my reservation at the Homewood Suites in New York from March 14-15 with confirmation number [redacted][redacted]. Originally non-refundable after March 9, I believe the COVID-19 crisis justifies an exception. My trip was planned around a Broadway show canceled on March 12, and traveling now would jeopardize the health of me and my children, aged 13 and 10. I understand your call volume is high. I've tried contacting online and calling but have been unsuccessful. The hotel directed me to hotels.com to handle my refund. Many businesses are making similar accommodations due to the current situation, prioritizing customer safety and public well-being.

I made a reservation for a one-night stay at Econo Lodge in Creemoor, NC, to visit my father, but due to the coronavirus situation, visitations at the prison have been canceled. As a result, I no longer need the hotel room. When I tried to cancel, I was informed that I would not receive a refund. This situation is beyond my control as all activities are halted because of the virus. I would greatly appreciate a refund for the unused room under these circumstances.

I reserved 2 rooms at Hotel du Vin in Winchester. Upon contacting the hotel, they indicated 4 rooms were booked. I successfully cancelled one room with confirmation number [redacted][redacted] on Hotels.com. However, the second room seems to have the same booking number, yet it is not displaying on the website. I have another confirmation number from the hotel, [redacted], which also does not show online. Initially, I booked 2 rooms and added early arrival, which may have been duplicated. Please review this matter or arrange for a call. I possess confirmation sheets and require these rooms to be cancelled. Hotel du Vin states they cannot cancel and advised it must be handled by Hotels.com.

Several months ago, we made a reservation at the Islander Resort in Florida through Hotels.com. Due to COVID-19 concerns and my husband's health, his doctor advised against travel. Following Hotels.com's refund policy, I provided the resort with a medical certificate from my husband's doctor and they agreed to refund our money without penalties. The resort asked me to convey this information to Hotels.com. Unfortunately, I have been unable to reach Hotels.com for days to complete the refund process. - M.S. Islander Resort Booking Location: Islamorada, FL Dates: 3/24 - 3/27 Confirmation #: [redacted] Total Amount: $1,[redacted].92

Hello, I attempted to reach out by phone this morning, but due to COVID-19, your phone lines are not working. I acknowledge the challenging circumstances for both customers and your company, so I utilized your online service to cancel today's booking because of travel restrictions amid the pandemic. As a Gold Rewards member, I noticed the policy states no refunds for cancellations; however, Hotels.com has previously assisted in obtaining full refunds by liaising with the booking desk. I took the initiative to contact Yosemite Valley Lodge directly, and they have confirmed they can provide a full refund but require Hotels.com's intervention. If I had booked directly, I would have received a complete refund. I kindly request Hotels.com to communicate with the lodge at +1 [redacted] today to facilitate the refund process. Given the phone disruptions, I am sending this email to ensure my refund is processed once communication channels are back to normal. Thank you, Pete

I have a reservation at Hilton Garden Inn ATL Airport/Millenium Center with a check-in date of March 28th and check-out on March 30th. The confirmation number for the reservation is [redacted][redacted]. I am looking to cancel the reservation before the deadline on March 24th due to travel restrictions issued by the Department of Defense. Additionally, I had a reservation at Millennium Airport Hotel in Dubai, UAE for a stay from March 13th to March 14th. I had to cut my trip short due to travel restrictions on Friday, March 13th and the hotel manager agreed to refund the night of the 13th. However, as I booked through a third party (Hotel.com), I was informed to contact them for the refund process. They assured me that I wouldn't be charged for the night of the 13th. If possible, could someone reach out to me at [redacted] to assist with these cancellations? Thank you.

Dear Sir/Madam, I made a reservation through hotel.com with confirmation number [redacted][redacted] for The Westin Desaru Ocean Report on March 16. Due to border restrictions imposed by the Singapore Government on March 15, I am unable to travel to the resort. I am currently in Singapore visiting my family on a temporary pass, and if I travel to Malaysia, I may not be allowed back into Singapore without the necessary documents which I am unable to obtain at this time. I hope to be able to use the resort once the coronavirus situation improves. I kindly request the cancellation of my booking and a refund of the payment as this situation is out of my control. Your understanding in this matter is highly appreciated. For your information, I have provided a link to the recent announcement below. Best regards, Eunhee K. Mobile: [redacted] Email: [redacted]

Hello team, I'm reaching out about my booking with Hotels.com. My confirmation number is [redacted][redacted]. I have a reservation for a hotel in Goa from March 20th to March 22nd. Due to the current COVID health emergency, all the pubs and discs in Goa are closed until March 31st. This closure affects our plans for a friend's reunion trip there. Given the circumstances and the risks involved, we've decided to postpone the trip. Could you please provide information on the refund amount if we decide to cancel? The worsening situation, with casinos and pubs closing, makes it impractical to go there now. We appreciate a prompt response regarding the potential refund amount. Thank you, Navita