Hotels.com Customer Service

Booked with Hotels com as normally do .
This time terrible experience I think potentially there are false review on hotel com web site as on looking on other sites people had same experiences as my family.
Stayed at Palm Beach Hotel Tenerife rated a s 7 and good hotel.
Far from it booked chairs. Warped door down to rhechipboard' holes in walls 'bare electrics in bathrooms' furniture and wardrobes and beds broke. Patio doors broke. Crickets in air conditioning'cockroaches .
Asked Hotels com and the Hotel for a full refund so we could leave . Was also with my 84 year old mother so needed to be next door. They offered us different rooms equally as poor but had been painted so only difference.
Despite complaining nothing got repaired or fixed. Cold food rude chef to my 84 year old mother when she asked him to cook an egg slightly longer. Luckily a gentleman stepped in and politely told him she was the customer and he should do it.
Hotels com said they cannot issue a refund but two travellers who were also complaining with Hotela coma nd there sister company Expedia git a full refund.
Hotels com you have left me and my family no choice to use tbe Consumer Rights Act and Misprepresentation Act to go through a legal route. Nearly 5k for 1 star accomodation is disgusting

Hotels.com is an unethical and deceptive company. While they can email you every week with self promotion they do not bother to tell you they are about to take away over $1000 of rewards. Terrible and dishonest.

Ruined After Ten Years Business Travel. I Am Done

Hotels.com is probably the worst service organization that I have ever dealt with and will never use them again. I am also surprises that Expedia doesn't do something o out it.

I booked a hotel that was rated 8.6 out of 10 on the Hotels.com. To say the least, it should have rated zero. It was a horrible room, nasty, filthy from the curtains to the floors. I have contacted the Hotel and Hotels.com several times since my stay at the Sonesta Es Suites in Memphis, Tn, on May 19th. I have been told the. Okey was refunded to a virtual credit card but I have not received any refunds and I have spoken with them many times. I am very disappointed in the was it was handled. Very unprofessional.

Booked a property through them that turned out to be sold out; was not only put out at night but THEY REFUSED! PROPER FOLLOW UP TO RESOLVE THE ISSUE. I couldn't get paid back or anything despite the property's managers themselves being willing to work with me, because Hotels.com wouldn't. Worst customer service experience I've ever had.

After years of sticking with them I've reached the "no more" point. Their "rewards" are a bad joke and a mirage: now you have them, now you don't. The "Gold" privileges exist only in their minds. And after they recently moved from "buy 10 get 1 free" to OneKey all reward nights I had just disappeared. Hotels.com is not worth the hassle: stay away.

On June 24 ,I called hotels.com because when I was making a reservation I noticed that if I call the hotel directly it was cheaper.
The answered I got was ..so if is cheaper at the hotel why are calling just make it at the hotel.She was so rude specially the way she said .

I will never book through this company again. They charged us for a room before we even stayed in the room and my booking did not require payment before stay. I had them send me an email that the room was paid for and when we checked in the hotel charged us again for the room. The hotel said we needed to contact them as they cant talk to them. So I guess now we will be in a fight to get money back from either the hotel or hotels.com. I wouldn't suggest booking at the Best Western Plus Charles Hotel either because they changed our booking to a suite when I wanted a jetted tub. Said they had no way to contact us.

I was driving long distance to Maine. Family member told me to use hotel.com. At 12:00AM I booked a room at 12 Ashworth Ave hotel, Hampton. Paid for it and got a confirmation. Got there at 12:45AM, and no one is around. It's closed. Had a hard time finding a number for hotels.com to have them contact the hotel for instructions on how to get in after hrs. Hotels.com couldn't get them on the phone either. They refused to refund my money. They took 2 hrs to find another place to stay. I got the bed at 4am. Their customer service was awful. I was placed on hold yet again while they confirmed the new hotel for over half hour. I was able to drive to the new hotel lobby before they came back on. They offered no compensation or another stay for the inconvenience of being kept awake for 3 hrs for a hotel reservation that should never have been able to be booked in the first place. I would not recommend anyone book at hotel.com.

I will be informing the news stations that your company of the mistreatment of myself a disabled veteran for almost a month now. With supporting call records. I have called on numerous times trying to get help or understand why my 3 free stays I have accumulated last month are not allowing me to use them. I have spoken to almost 6 agents as well as 4 different rude, unprofessional, not knowledgeable supervisors stating my case has been escalated to the department that handleds this & that i will be getting an phone or email in 24 to 72 hours. It has now been going on a month & the issue hasn't been resolved or have I received a email or phone call telling me that the issue is fixed. I have been with a loyal customer since August 2021 & have never experienced this type of unprofessional, disrespectful customer service from any company.

Very disappointed in the way hotels.com handled the situation. I wanted a refund for unsanitary conditions. Was told they can't reach out to the hotel and that I would just have to deal with the partial refund. I wasn't having my wife and daughter stay in a hotel with stains all over the bed, hair in the shower and sink, Dirt all over the floor, someone's used dental floss on the ground, the toilet seat was broken, exhaust fan broken and the list goes on.

Absolutely horrendous. The lesson we have learned: Always book directly and not through third parties who will overcharge you, keep the money, and pretend they "can't get through" when you yourself are speaking directly with the property! Appalling.

I needed to change room type to accommodate a 3rd person. The change needed was on the same day of the booking, but Hotels.com said I needed to pay for and cancel the current 1 night reservation and pay for and rebook the room that would accommodate the 3rd person. How utterly ridiculous that customer service policies couldn't do something so minor for a Gold member customer. I'm rethinking my account with them.

They do not care about their disabled customers because my disabled wife and I had to sleep in our car because they want to charge us again to relocated us to another studio six 2 miles away. I now have to buy her medicine again because it needed to be refrigerated. No one was available to check us in. So I am losing money for a hotel room I can not sleep in but being charge for and I have to spend more money to replace my wife's medication all because their employees did not have any compassion or a heart to help q long standing customer. Who will not be using them ever again in the future. Will be deleting both profiles and the app.

Impossible To Get Anyone On The Phone. I Intend To Cancel My Card And Will No Longer Use Hotels.com In My Travel.
On Hold On Phone For 55 Min Before I Hung Up. Outrageous.

Room was not as described. Customer service was horrible! Will never use again

I used this service and was charged 22.00 above what the actual room would have cost. I thought this service was supposed to help costumers save money. What a scam.

The accommodation I received in Naples has nothing to do with the one I booked.
Outstanding booking information and dirty, filthy place, I received.
I couldn't stay there, notified hotels.com immediately of the situation, but did not get my money back.
They just don't respond.
Terrible customer service.
Stay away.

Use Hotels.com to book a hotel in Miami to be near the port for a cruise , we stayed overnight at Hilton Miami Airport Blue Lagoon . We arrived in the morning as our flight was early got a shuttle to hotel a couple mins after come to find out the hotel systems was down we waited all day to get a room , finally got a room about 4hrs after waiting , settled in an while getting ready to go to bed my husband saw a bug on the pillow we looked at it and killed it , it had a lot of blood in it . We taught nothing of it and went to bed . Next morning we got up and found another bug which turned it to be a tick on the end of the bed I took a pic and went straight down to the front desk , spoke to the manager , he had a stinking attitude and tried to brush us off , my husband got really upset and started yelling at him . We tried to call Hotels.com to be refunded our money and the person on the other end was not helpful at all . We checked out the hotel and am still awaiting there return answer . We will never use Hotels.com again and I hope no one will have to go through this .

online, then spoke to a human who indicated that because it was four days before, we'd receive a full refund for the unused night. That didn't happen, and still hasn't happened (over a month later, and four conversations and broken promises later). Hotels.com is a terrible company to work with. They have no integrity whatsoever, and are obviously willing to

TERRIBLE! DO NOT USE - NOT WORTH THE PENNIES YOU END UP SAVING! SEE BELOW:
We booked two rooms for December 4, 2021 at Red Roof Inn via Hotels.com. We checked into the hotel at 8:30 p.m. - given two room keys: one did not work so we did not have access to the room; the other key worked but the smoke alarm was going off in the room and the room had the stench of urine, feces, and vomit. We exited the room and proceeded back to the check-in desk. The lobby was closed and there was no one there (this was a mere 10-15 minutes after we had just checked in). We knocked on the door, the windows, and called both the lobby (we heard the phone ringing through the glass). No one answered. So we called the main Red Roof numbers; no answer. We called the Hotels.com number and they told us to speak with Red Roof Inn directly. We repeated the whole process twice. By now it was 9;30 p.m. No one had returned to the lobby. No one answered the phones. We could not stay in the odor-filled room with the smoke detector going off, and we could not get into the other room because the key did not work. In all, we were outside in the cold, with no room and no one to help us, for almost 45 minutes. We are not young, and we were exhausted. We had no other choice but to book another room, at considerable cost, and did do also through Hotels.com to illustrate that we did not stay at Red Roof Inn. The next day we started the whole round of calls again. Red Roof Inn told us to call Hotels.com because we booked through them. In al, we spoke with Hotels.com SIX TIMES between Saturday 12/4/21 and the writing of this review (12/9/21), for a total of 4 hours and 23 minutes of wasted time. Hotels.com promised to resolve the issue and send a refund, but they consistently said they had to talk to Red Roof Inn - which of course would not admit to the fact that their employees leave the lobby during business hours and do not attend to the customers. Hotels.com saw that a second reservation was made, paid for, and the room used by 3 guests. we could not have been at two places at once. Hotels.com DOES NOT CARE ABOUT ITS CUSTOMERS - ONLY ABOUT THE BOTTOM LINE. DO NOT USE HOTELS.COM. We ended up disputing the charge on our credit card and as soon as this is resolved, will NEVER AGAIN use Hotels.com. Also - STAY AWAY FROM RED ROOF INN IN - MYSTIC/NEW LONDON, CT. On top of the situation described above, there were two "guests" shooting up in the parking lot in front of the lobby. According to UBER drivers that we used that night, it's a known drug den.

Hotels.com is now a scam. They canceled a reservation without authority and it cost an extra 400 dollars to replace at a different hotel. When I called about it, it's international and they don't tell you. Cost 236 to talk to someone for them to say they are not responsible. Watch them!

The WORST experience. I am a frequent traveler and will never use your site again. Plus I will be posting my experience on various travel sites. Accidentally booked the wrong night at Casa Ortega in Marseilles. Discovered my error a couple days before my trip. Reached out to your virtual agent to see if I could shift my stay by one night. They said they would get back to me. Never heard. Tried reaching out multiple times only to get stuck in virtual nightmare asking me to restate my story and info over and over. No agent got back to me. I contacted hotel and they said I would need to work through you. Could not get a response. Got charged for room I did not use. My fault for mixing up my dates. Your fault for providing ZERO customer help or support. Will not use again and will warn other travelers about your lack of service.

I cannot believe Wyndham is associated with this hotel! The bad thing about it Customer service didn't even seem shocked! Don't stay at the Travellodge by Wyndham Savannah, GA 17009 Abercorn St. I literally checked in and checked out! The hotel was infested w/ roaches, the spreads looked as if they were just pulled up and stained and the smell was horrible. I walked in took the pics and me and my 2 children checked right back out! I've been calling since Saturday to get my refund and contacted hotels.com as well and the property keeps stating the mgr isn't in and he will be in at 9am. COVID IS STILL OUT HERE PEOPLE! Just say you have no availability! It was disgusting! I refuse to stay in such Filth!! I'll try and upload a couple of pictures I have a few!!

I booked a resort in Ellijay, Ga on July 8th for my families vacation for 3 days. I book hotels each week for work through Hotels.com. Usually 5-8 different hotels for 4-11 days at a time. So I have plenty of reward nights to use. The day I booked there was some computer glitch one of the ladies I called at Hotels.com told me. I booked my usual way and added 3 reward nights to my booking and they showed up on the booking before I hit book. But when I printed out the booking no discounts showed on the reservation. So I called twice that day and was told it would be taken care of. A week later, nothing was refunded. So I called again. I was told it would take 5 business days for a report to be filled and my refund sent to my C. Card. I emailed them a few days later. No response. A few days later I did get an email asking for the amounts of my 3 discount rewards I had entered. I sent them the amounts and still have not heard anything. During this time on a different booking for an employee (they had to leave 2 days early to work in another state.) The hotel said they were fine with refunding for the 2 nights not used. So I called Hotels.com and told them the store and they said they would call the hotel. Two days later I called the hotel and no one had called them from Hotels.com. SO I called them again and they sent a report to management to file for a refund. About 10 days later I got an email saying they wouldn't refund any of the money. Now back to my personal booking. After talking to 4-5 different people I was told last week for some reason it was booked under my email address. The only time I put my email address in was in the box to have a copy of the reservation sent to my email as well as my work email. So I have been waiting for the refund of over $300. I have over 20 rewards nights from booking so many hotels over the last 7 years with Hotels.com. They are about to lose a loyal customer. Their customer service had been awesome. I don't know what has happened other than COVID, but they are terrible now with their customer service. My trip is on 9-9-21 and at this point it looks like I will not get my money back...and they will not let me cancel. I can't afford the $600. and thats why I used the rewards for our trip. They will be losing a great customer if this isn't taken care of and soon. Joyce

Hotel Kensington Marriott was a great hotel with exceptional staffing. We stayed 8 days and enjoyed the hotel and its location.

Having just returned from a late arrival from Lanzaroti last week & the mess we were in with hotel reservations. I would like to say a big Thank You to Hotels.Com for sorting this all out.

I wanted to say how pleased I was to CHAT with John Daniel about a problem I was having with a refund. Then, after I had disconnected, realized I had called the wrong agency
and wasted his time. My apologies to John. John was wonderful at his job. Pleas pass this on to him as I know it is difficult working with the public.

As far as getting a live person on the phone to pass on information the Hotels.com web sight was not helpful. The robo system does not allow for such comments.

Book reservation and made an error, called hotels.com and spoke to Alexander 4:10 am and he called the hotel and solved my problem. Thanks to Alexander great asset to hotels.com. Alexander very patient, confident and professional. Thanks again. First experience and surely won't be the last and wii tell my friends and family. Great experience. Sonia Prince

From Disappointed to Frustrated to Happy Customer.

Hi,
I will like to take this opportunity to mention the experience that I have with with your customer service officer.

To make the long story short, I was trying to change my stay at Osaka in Dec, at live artex hotel from 3 nights to 2 nights.

When I first call to enquire on 9th Aug, I was told that the refund amount will be $277. Then when I can this morning, 10th of Dec the refund amount changed to $294. However in the middle of the call the line was cut off. Then when I call again the refund amount change again to $243. This time in the middle of the call I was change to a Spanish customer service officer who is helpful but unable to undestand me fully. Then the call was cut off again.
I was from disappointed to a very frustrated customer. Each time I call I will be transfer to Silver Department when at time the line will be put on hold for a long time.
However i told myself that before i cancelled all my booking with hotel.com, i shall make the last call again.
This time round, your customer service officers by the name of , Miss Lovely pick up the call. She is very patience and help me to solve all the issues that I have.

I will like to thanks her for her wonderful support and patience. HOTEL.COM will definitely have my support again for my future booking when you have such a good customer service officer like Lovely.
She has make a disappointed to frustrates customer to be happy again.

Regards

Stanley Lee

I have had nothing but an excellent experience when I have contacted the customer service department at Hotels.com. Everyone I have spoken to has been efficient, friendly and helpful. All needs were met quickly and painlessly.

Just used this number to contact Hotels.com about a refund on a hotel I was not happy with. Got right thru and matter was taken care of immediately. Found them efficient and helpful.

I called the 214-361-7311 number, waited through the options, got an operator and asked for Customer Service. I was put through to Debra in Level 3 Customer Service and she was American, Helpful and reassuring (for the most part). After I spoke with her, not sure if it's a fluke, but I received a call from the hotel and wqas told I would receive a full refund.

We booked a hotel through hotels.com and our room subsequently got paid for with a credit card by my well-meaning father-in-law. After some difficulty with the hotel getting my father-in-laws credit card reimbursed, hotels.com reimbursed us for our purchase even though they were not required to. Service like that will lead me to use them again.

I'm surprised at all of the negative comments. I didn't have any trouble at all with booking my rooms in San Diego, CA. The hotel was better than expected and I had even checked with the hotel directly to make sure that I was getting the better price. The only thing that didn't happen was getting credit for my 8 nights since I set up my rewards account the same day that I booked. I just called the number above and in less than six minutes had talked to a very nice man with and accent who sent a message to the rewards center for my points. Granted, I have yet to see if my points really do show up, but I am confident that they will and am pleased with the service we received.

Hi there- I posted a comment under "impressed" a few days back. Just letting u guys know I received full refund yesterday. I am very happy with their service.

P.s I'm from Australia , I'm not sure where you guys are from. Maybe we have different customer service?

I cancelled my hotels.com reservation in the refundable time yesterday. After reading these comments I was worried and rang their customer support line. It was answered within two rings. A gentleman with an Indian accent picked up (easily understandable) and I asked him if my cancellation went through. He put me on hold, in which I thought I was going to be put on hold for 40mins as other comments gave said. But he got back to me in 3 minutes. I also asked him if it was all going to go through- he put me on hold( for around 2-3 mins) and got me a confirmation number. He was very nice.

I will now have to wait 7-10 working days to see if it has actually gone through. I hope so!!!

But I do have to say- I received exceptional customer service. He signed off saying thank you and have a nice day.

hotels.com was getting on my nerves when i found out that i had paid in full but the reservation apparently didn't go through. i called, called, and called different numbers and seriously no one will pick up - i guess because it was probably 3 am or 6 am there (i'm living outside of the US). i gave it one last shot and called 800.219.4606, a nice lady named Maria picked up and was very patient. she went through everything and was really nice. all in all she found the hotel i reserved by using the credit card number and just now i received the confirmation email of the hotel reservation. thank god. but i'll be more careful next time...

i made a huge mistake, booking wrong date, potentially loosing about 1000 bucks. Missed the booked appointment...no show. Hotels.com credited back all my days and worked with the Hotel to get my 1st day no-show refund. Full refund went successfully even thought I was at fault. Customer service was easy to get a hold of, and the folks working there were professional, and took care of my fumble.

On 07/23/2012 I contacted you 800 number to make hotel arrangements in Long Island, New York. A young man assisted (don't know his name) with the reservation. After several minutes on the line he booked the Hampton Inn hotel in Westbury, NY. He booked the room from 07/28/12-08/01 for $155 per night. He the provided me with a total of $688.76 and then gave him my credit card information. He placed me on hold for 3 minutes and came back and told me everything was set and he proceeded to give me my confirmation number, before he could give me the entire confirmation number he tells me to hold one minute,... One minute turned into 23 minutes, needless to say he never came back on the phone. I remained holding while my husband contacted the 800 using my cell phone. We spoke to a ver polite representative by the name on Chell, but she said they call het Pat at work. I explained what happened and she attempted to pull up my reservation, to my horror, she was not able to locate it and the hotel was partly booked. "I Was Livid" I apologized to Pat because I knew it wasn't her fault. My husband was still holding with your representative who never returned to the line. I'm not sure what happened and why the gentleman never came back but I'm assuming he did something wrong with my reservation and wasn't man enough to return to the line to admit his mistake. Pat was able to make my reservation at the same hotel from 07/29-08/02, however I can only get a king bed and 2 roll outs for my kids. On top of this horrible experience she couldn't honor the original rate and charged me approximately $200 a night. I'm attending a wedding on 07/29 and now me and my husband and 2 kids have to stay in my nephew's room (which is also at the same hotel)... Can you imagine 6 people in one room. This experience ruined my evening and it was on my mind all day at work. I couldn't believe your Representative never return, didn't make my reservations and then I was charge and additional $45 a night. Do you think this is right? Would you be upset if you were me? I work extremely hard for a living and it just disgust me that there was no accountability on your companies part. I couldn't believe that there was no manager to talk to and it seemed like I was left holding the bag when the only fault I took was contacting your company to plan my vacation. It is sad that our culture has turned away from excellent service to just people who answers the phone..... [email protected]

Hotels.com rocks! I have been using them for work and pleasure travel for a few years now. This is why do I like them:

1. They do price match, they'll match anybody's prices on hotel. It was my first time using that today and it was awesome!
2. Their Fivestar program is for real and not a marketing thing they made up. When I call, within a minute, somebody will pick up and I don't have to go through the stupid automated machines that ALL hotel chains put me through.
3. I stay at different hotels all the time for work and pleasure, hotels.com is the ONLY one (besides Expedia's new program) that allows me to earn rewards. Stay 10 nights get 1 free, how good can that get?
4. Sometimes for work, I have to get those non-cancellation reservations. But sometimes we get done early and they are the ONLY reservation company that help me get out of the no cancellation reservation.

Anyway, I'm a fan of Hotels.com and I have always such a great experience with them since being a member in August of 2010. I just thought I share that with you guys.

I called the 800 number and just let it run through the voice prompts without selecting anything. Eventually I was connected to a live operator without having to call back at all. After keeping me on hold for five minutes, the operator disconnected me but actually CALLED ME BACK.

I booked a reservation through Hotels.com. Then, had to cancel all but one day. I was really armed for a big fight after reading all the comments. I told representative "John" about the reputation Hotels.com has on line. Not sure if that was the key or if John was just competent. My issue was handled professionally and promptly. No problems at all!

GREAT customer service!! When the hotel we accidentally double-booked wouldn't give us our cancellation fee back, hotels.com refunded it to us out of their own pocket! AND found a different hotel (cheaper with higher rating) for us to stay at. We book hotels constantly for employee travel, and never have a problem using hotels.com. I love that when I call them, I don't get a thick Indian accent and someone who's disconnected from the business and doesn't care about the customers. It's always an actual Hotels.com employee I can understand, and who takes care of issues right away.

GREAT SERVICE