Hotels.com Customer Service Complaints - page 2

To hotels.com
I'm writing because I booked a hotel reservation with hotels.com. We got to the hotel, and they said their is no rooms available, and they did not have my confirmation. .... My confirmation email is attached.

I called your customer service, waited on hold 16 mins and then got hung up on. Called again, waited 17 minutes and again... hung up on. And the third and last phone call on hold for
32 minutes... YEP you guessed it also HUNG UP ON! 4th call, on hold for over 30 mins.... Asked for a manager and then the hung up on me again! What a joke! DO NOT USE this company!

My question is, if you "guarantee" my room reservation, and there is no room, what is the guarantee?

I'm highly disappointed in the service/ customer service/ lack of service form hotels.com.

The room booked was for my new wife, who is also a new mom, delivering a premie baby, and finally she felt comfortable enough to spend the day with her girlfriend. I wanted to make their day better by getting them a room. After I told them they wouldn't have to drive home because I reserved them a hotel room. They show up and the hotel doesn't have my reservation, or a room.

I'm not expecting a response or call, as much as I would like to speak to someone; Since the only thing so far that hotels.com can deliver on is hanging up on me.
Highly disappointed!

I've used Hotels.com for years, at least 100 room nights. My last experience was so awful I'll never use them again. They now have the worst customer service available. If your booking doesn't go smoothly, consider yourself screwed.

I made an international reservation that was cancelled due to a COVID border closure. The hotel had given me approval to rebook a new reservation, using the old reservation as a credit. I have this in writing. Hotels.com will not honor this credit. They have told me four times that a supervisor would call me and they have lied to me about it each time. I was attempted to be bribed to get off the phone the last time by being offered a $50 credit on my next reservation. I refused because I do not want to be bought off and I am never using hotels.com, expedia, etc. again (they are all owned by the same company). I am just waiting out the customer service rep because I know she can't help anyone else while I'm on the phone. I have spent many hours on this issue and it's been nothing but a waste of my time. I know this review is somewhat pointless because everyone is aware how of bad the customer service is on these sites.

I reserved a room in a hotel in İstanbul for a night and paid but after a while the hotel called me and said that they don't have availability, although it seemed vacant in hotels.com... So I tried to cancel my booking but couldn't succeed. I wrote to hotels.com and informed them about the situation. They seemed to do something but at the end they wrote to me that they could do nothing about this... Such an irresponsibility is not something that I can accept.. they got the money and in order to not to refund, they collaborated with the lousy hotel... I would highly recommend to anybody to think twice before working with hotels.com... :(

My family and I booked a room on 7/10/21 at Americas Best Inn in Goodsville TN. We did not say at the hotel on 7/10/21 because the room was so disgusting that you could tell it was not cleaned.....COVID IS STILL OUT THERE PEOPLE!!!....We informed the front desk employee Monil Patel (hotel manager), and she walkie talkie a coworker to go see the room and they coworker agreed. Monil agreed to refund the money right away. The next day we follow up with hotels.com and wait over an hour to find out the hotel did not issue the refund. WE called the hotel back and they informed us that Hotels.com needs to send the them a refund request so the they can approve. We called hotels.com back, once again waited over an hour just to be told no the hotel does it on their end. With frustration of going back and forth, hotels.com said they would reach out to the hotel on their. We call the hotel again the next day and Monil states hotels.com never reached out to them. Called back to hotels.com 3 times the next day, was hung up after call 1, and spoke to a Manager named Alex who informed me that it takes 10 business days to email the hotel for a refund request. We waited until the next day and called the hotel back and Monil said hotels.com has not sent them anything. We followed up with her day after day and still nothing was submitted. So we decided to give it some time. I call this week, 7/20/21, and Monil stated the refund was submitted on 7/19/21. I called hotels.com to confirm this was done on their end and they stated the refund is showing and to give it 2 business days to be credited. I call back two business days (7/22/21) and tell hotels.com no refund has been credited back to my account. The rep said the refund was actually submitted on 7/11/21 actually and would be credited back today (7/23/21) but it has not. I call again today and hotels.com rep Burna states that the credit was denied. I asked for a manager or a supervisor and was denied one. I am so upset. We have been lied to, hung up on and promised this would be taken care of. We are low income family that was traveling on trip that we fundraised for our daughters dance competition so she can attend it just to get treated unfair. Hotel.com has been completely rude and is giving my the run around. All I want is what's fair and that is my money back.

Hotels.com will screw you over in a heartbeat and be proud they did screw you over. I booked a hotel in Conroe, TX through Hotels.com on July the 20th 2021. Arrived at the property, to find the hotel has been demolished. Called Hotels.com customer service phone line.Asking for a refund, due this was not my fault that the Hotel building was demolished. Was on hold for 45 minutes the first time. Had to book another hotel. Called back again to Hotel.com to be put on hold for another 45 minutes. Called the third time and was told the refund policy would not allow them to refund my money. I told Customer Service that I had taken pictures of the property of the hotel. They laughed and said "So!" Never offered a solution to this problem. Hotels.com will just take your money and run. Thieves in the night. The type Industrial of Work that I am in. I travel a lot. Plus I know a lot of big International Corporations that has Employees travel as well. I will spread the word around about the treatment that I received from Hotels.com, so they will not use them again or never. Just like myself. That refund policy is crap, if the customer is right. My last laugh will be reading Hotels.com closed the doors by the end of 2021. The stoke of the hand and the voice of a Salesman can do more harm than you imagine.

My family and I booked a hotel through hotels.com for July 4th 2021. The hotel check in was at 3pm we were not able to get into our room which wasn't even our room that we reserved till 9pm in which is the time for the firework show. The hotel did everything they could do to right their wrong and even didn't charge us for the room. Hotel.com has been giving me the run around for this refund for almost a month now. Nothing has been refunded to me what so ever. Customer service wait times are three hours or more at a time, with call backs with an even longer wait time. Once connected we have been hung up on or told that there's. Nothing in the system stating that we are to be receiving a refund. Why I have no idea... I will never ever ever use hotels.com again. Why steal peoples money?

This company is the worst! I booked a room only to arrive and learn that there was no reservation for us (even though we received email notifications up to the day before our departure). Getting resolution or a refund from them has been nothing short of impossible. Their business model is fraud - - plain and simple. Filed complains with Texas AG, BBB and my credit card company. If you hear or see Hotels.com, RUN the other way. If you have an issue, you will never ever reach a real person. I dare someone to prove me wrong LOL. This is by far the worst customer experience I've had with any company ever!

I have been dealing with hotels.com on the phone since June 24. I had an emergency and I could not stop at the hotel I called the hotel they told me to call hotels.com because I booked through them. The manager has granted me a refund and there is also a note attached to my reservation that says I am allowed a refund. I did not plan on driving the whole 12 hours but I ended up having to and I did everything I was supposed to. I have called at least 10 times they keep saying they've called they have sent emails and I have got every excuse in the book from Hotels.com why they can't refund my money. Including I have called the hotel many times. I could not get a hold of the person you were speaking about. I'm sorry those are the rules there is no refund and it goes on and on. I'm not understanding why I'm not getting this refund after the hotel has okayed it I don't really think they're even calling the hotel to confirm it I think they are just sending me emails to not refund my money. I have used you guys for years and I will never ever book through hotels again.

I will never use Hotels.com ever again. Yesterday they sent me an email saying the hotel I booked over two months ago is actually closed. They sent this to me three days before my departure! Now my trip is going to cost me an additional $250 because I have to book a room somewhere else. Their customer service is deplorable. I was hung up on twice by "James".

Buyer beware of Hotel Booking.com!! They first said they would charge my account for $356.00. When I checkrd my statement it showed they had charged my account $353.97 and additional $19.99. I had to cancel the trip and was told they would refund to my account &336.99. When I asked about a refund of the $19.99 the rep told me they had not charged me $19.99, only the original $356.97. After I argued a while I asked to talk to someone else. The rep hung up on me!! I repeated this process 3 more times before I just got fed up and called my credit card company and disputed both charges. They totally tipped me off and I will be telling everyone I can about their terrible customer service!!!

I have an issue with regard to a hotel sponsored by Hotels.com and cannot get through to anyone beyond their annoying customer service personnel off-shore. The corporate phone number is to functional - disconnected?? Pretty bad customer service.

Apparently, I am not allowed to use profanity, so let me just say that dealing with this corporate entity has been a nightmare. I made a reservation for a hotel in England before the pandemic. Because of the pandemic, I had to change my plans. Hotels.com told me they would give me a voucher , but no refund. I learned through a lawyer that they are legally obligated to give me a refund. I have tried to contact them so many times, without success. I will never use this company again, unless they respond to this situation. I have never been an anti-corporation person until now.

I have been trying to talk to management for several days about an issue that has happened and I cannot get around customer service they say it's policy. I will Never, ever use hotels.com again.

Run away

I have been waiting for my free nights to get unlock in these covid times we need everything we can get . I paid so I should be able to use them

I am currently waiting for my apartment to be ready, and I had to be out of my other place so I booked a couple nights at an extended stay hotel through hotels.com. No where on the description of the hotel did it state that even though you pay for the reservation on the app with a credit card that the hotel also charges a $100 cash deposit. In fact in the description of this hotel it says no cash allowed. Needless to say with myself moving and helping my daughter and grandson move into their own place I was flat broke. I'm called hotels.com to ask them just to move me to another hotel and their answer was to refund my card which could take 10 days and offer me a $40 voucher for a future stay. They did not care at all that I would be sleeping in my car for the next two days. After he put in the request to refund my card and after I told him I was broke, he offered to book another night at a horrific hotel in my area for a more expensive rate and asked me for f he could run my card for the total amount. I asked him what part of broke he didn't understand and told me that was the best he could do for me having to sleep in my car for two nights because their app said nothing about the extra fees the hotel charged. Not one single person at hotels.com cares about the actual guest even though I'm supposed to be a preferred silver customer. It's all corporate greed!

Hello everyone. As I can see by reading the reviews, I'm actually waisting my time. I had a bad experience at the Best Western in Kodak Tn. over the weekend of July 24th, 2020. I though the hotel issues were minimal until I tried talking to Hotels.com themselves. I was hung up on several times and one of the call center employees named Mike, he had an accent and I don't think that was his correct name, told me if I called back he would F*** my mother. I won't use Hotels.com nor will my family. There're plenty other sites than can be utilized without having customer service of this nature. Goodbye and hope it goes bankrupt from their issues.

Hello,
Once again we are left hanging out to dry because we trusted Hotels.com hotel ratings, on this last business trip to Chicago we booked at the Lxg Midway Airport hotel, WHAT A MISTAKE! First, your rating of 8.6 must be from when this was a nice property and not the current, run-down, under construction, unsafe, garbage of a location, and in a bad run down area! We understand that due to Covid-19 many properties have cut back on their services, but not allowing you to use an ice machine is crazy, so we went out to buy ice, but the main reason for contacting you is the property has no internet, not just slow, none! We need the internet to do our business, make appointments, fill out service orders, finish programming the day's security systems, etc. We contacted Luis at the front desk and asked to reset his server when this didn't work (not sure if he did try) we explained how we must have internet service to do our business and would need a refund so we could check out and move to a hotel where they have internet, once again, Luis couldn't help us, so we went down to the lobby to use the computer there and long and behold even that unit on the ethernet had no internet. We tried other properties in the area only to find that they cost more than our budget allowed, so being stuck at Lxg it cost us hundreds of dollars in lost business, not counting the money lost for this stay and the rental car usage and we couldn't do half of our calls, program the days work, etc. Something needs to be done, we're not sure what legal action we can take and should it be against Hotels.com, Expedia Group for false advertising, or Lxg Midway for a total misrepresentation of their property, we just know travelers should night have to go through nightmares such as this, Oh, to make things worse, with no working internet and Illinois not allowing dine in there was no way to look up a menu and place a food order online and once again Luis at the front desk could not help! And being such a bad area with no restaurants within walking distance (most of the buildings are abanded or shut down) we once again had to drive out looking for something to eat and felt very unsafe doing so! We don't understand, after trusting your reviews before making our choice in properties can this one be so far out of the ballpark? Please advise what we need to do in order to recover our losses due to this properties total failure to provide the basic services needed to conduct business. We later found out that they are shopping for a new internet provider or they just didn't pay their bill, either way, we should have been informed at check-in that there was no internet so we could of at that time drove further out to a nicer area and found a property that would fit our needs and budget, but nothing was explained to us.
Thank you, Rich Miller

I had made a reservation thru the web site got the guaranteed room email, made a call to the property on another issue only to find they did not have my reservation, the property informed me that they had emailed hotels.com back stating they could not accommodate me ( i have this email ) I called customer service to question why they did not contact me regarding this? they could not tell me why? if i had drove the 4-6 hrs. to get to this property I would not have had a room to stay, all your customer service & supervisor said they could to was to book another hotel, I told them that the property i Was planning on staying in is resort & spa and that there is no other hotel like in the area. I was told the room would be cancelled and I would get a confirmation email in the morning, I did not receive this email, I had to call Back again !!! I asked for some sort of compensation as my whole trip had to cancelled as this was going to be special trip to the resort & Spa. The supervisor told me NO and that the only thing they could to was to book another hotel, as stated before nothing else like this in the area. I thought it would have only been fair that some sort of Compensation would have been appropriate. So in the end 2 hours over 2 days on the phone one cancelled special trip, zero customer service action, I suppose I am just a small Cog in a Giant Corporate Wheel, a response to this would be appreciated, but I assume not to be Expected,

Unfortunately due to the pandemic, I was forced to cancel/change my reservation for a hotel in Canada. Due to the hotels strict no refund policy (even in the event of a PANDEMIC) they will not refund me my $1800 and are trying to charge me extra for being forced to change my reservation (again not my fault). Online it states that the hotel is a "Pay upon arrival", as I was told the same by the representatives of Hotels.com, the hotel charged my card full price anyway (another 2 hour long conversation with representatives). Hotels.com reps state that they cannot help me that I would have to call the hotel myself. Well SIX phone calls later and much attitude from the reps at hotels.com and the hotel itself, I will have to accept the dates that they have for next year or lose out on all of my money. I have dealt with Hotels.com for many years and this is my last time EVER. I am so disappointed and disgusted with this company and their customer service. They definitely shouldn't be doing business with Imperial Living Canada. It is appearing that I unfortunately may have to seek legal counsel; so unfortunate.

South tampa suits kick me out cause I had a bike in room but never said I couldn't but didn't care when told then that ac leaked water all in my stuff

I recently had a booking cancelled and when inquiring about my refund I was sent a refund receipt and found that you credited some random credit card! Not the one used for the booking, not one used or associated with my online profile not even the one charged for the booking! When calling to dispute this your team had the audacity to tell me (even when offered proof) that that card was indeed mine. When it clearly was not. I offered to provide reference numbers of the transaction charge and proof and even told them that card was not on my profile and I could
Sent them the proof and I had already waited 10 days for my refund!! They did nothing and did not believe me! Your customer service is little to be desired!! I have to now go dispute the charge with my bank because of this company's incompetence! I will be looking to write a long letter to the corporate office with proof of this occurance. I have been a long Hotels.com customer. Today you have lost my business!

Hotels.com won't answer the phone and help with refunds!!! We will NEVER use them or Expedia EVER AGAIN!!! Thieves!

Worst company to deal with. Absolutely horrible. I wish they would close down that's how much they suck.
Price match is a joke, they say no to everything.
NOW DURING THIS COVID 19 PANDEMIC they're refusing to give me a refund EVEN THOUGH it clearly says on their site that non refundable bookings can get a refund. I called 3 times and spoke to some "supervisor" NAMED REN. absolutely useless. The way she spoke to me was not professional. There was no conflict resolution NOTHING.
None of the reps seemed to know where the page was or what it said!! Like are you kidding.
I have warned my family and friends not to use hotels.com and will continue to do so. A company and their employees will be judged on how they behave and respond during this pandemic. And hotels.com has acted veRY poorly. I DONT WANT A VOUCHER!!!!!! I do not want to come back to your site !!!! I will not be giving you more business!!!