Hotels.com Customer Service Complaints - page 3

Hotels.com $300 from me I booked a room through them online they took the money off my card cancelled my booking but never put the money back on my card

Have you shut down? At this time of need you are essential and no one can get in contact with any one there. No live chat or phone. Get with the century and work from home like the rest of us.

Hello. I hope this message finds you well. I am not at all happy about the customer service myself and travel companion have received from your establishment. We have tried for the past two weeks to get in contact with your office. With little success, we were able to finally get a hold of someone, but our issue has not been resolved.

We were set to stay at the Dream Inn in Puerto Rico from 3/18-3/22. We were able to get a hold of a customer service representative on 3/16. They advised that the prepaid reservation would be cancelled at no penalty to us, with a full refund. Days later, the refund still did not process. We contacted the hotel and spoke with the owner, Nimu. She stated that she did not receive a formal cancellation from you regarding our request and the reservation is still active and valid in their system. She said that she can process a no-show and charge us a penalty of one night's stay.

Again, we were already told that we would receive a full refund. We got a hold of customer service on 3/19. The representative was extremely rude and ended hanging up the phone call. We have further communication from the owner, Nimu, that she will grant an exception and process a full refund. However, you need to cancel the reservation in your system in order for that to process. I have called your establishment hundreds of times and have not been able to get a hold of anyone. I will continue contacting you all until I receive my full refund. This is unacceptable customer service.




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I tried cancelling my trip with out penalty due to coronavirus and they didnt not issue full refund. I had 2 other reservations direct from the same proprty and they cancel and got full refund. No customer service no one that can help hotels.com should honer full refund not tak advantage of this situation its out of our hands this coronavirus hope i can get a respond.

I recently had to cancel my prepaid room at Quality Inn Kingston NY due to the coronavirus and our event being cancelled. I called Hotels.com who then transferred me to the hotel. Once connected I spoke to the front desk mgr who took the cancellation but couldn't do a refund because it was prepaid. Since when do you get penalized for prepaying? I then asked to speak to the general manager who in turn did not answer his phone. I left 2 voicemails to which he still hasn't responded to more than a week later. After emailingChoice Hotels.com and providing all information requested I was again denied a refund. Trying to contact a Hotels.com is a joke these past few days. Calls don't even go through if they do it just rings with no one answering. Live chats also not helpful. A automated response to my refund request was referred to a "live"agent with a comment stating someone will contact you in 8 hours! I'm still waiting!
This customer service is absolutely ridiculous! The coronavirus and subsequent travel bans are not my fault and all refund requests should be honored! I know I'm not alone in this situation so why not do the decent thing Hotels.com and refund your customers?!

I booked a hotel at IBIS Dresden Zentrum for dates May 7-8, 2020. This booking was made thru Delta Airlines Website. Being a Delta Medallion Loyalty Member, I trust my booking made thru them.

I was surprised to find out that my credit card has been charged for this future stay. At first, I didn't mind because I knew our trip was going to happen.

But, due to this Corona virus issue, I wanted to cancel my stay because our trip to Germany might be cancelled or postpone. I tried cancelling the booking but I was surprised that they cannot honor my cancellation because of a policy which states the ff:

"Kindly note that cancellations or changes made before 4:00 AM local hotel time, Friday, March 27, 2020 are subject to a hotel fee equal to 90% of the total amount paid for the reservation.

Cancellations or changes made after 4:00 AM local hotel time, Friday, March 27, 2020 are subject to a hotel fee equal to 90% of the total amount paid for the reservation.

If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value."

I tried to reason that they should honor my cancellation because my stay is still months away, May 7-8, 2020. Additionally, I cannot understand why the cancellation policy dates states March 27, 2020. What has March 27, 2020 got to do with my stay on May 7-8, 2020. What's worst, they are only refunding 10% of what I paid.

I'm hoping to get a favorable response and treatment from this issue not to mention that I booked with IBIS hotels many times. Additionally, I made the booking thru Delta because I trust their partnership with Hotels.com.

I am hoping for a favorable response from Hotels.com higher ups.

thank you.

Carlo G. Angeles
Toronto, Canada

Type in "Hotels.com lawsuit" and add your city or province or state in the google search and join a class action lawsuit. Hotels.com deserves to burn to the ground. Their executives are greedy, their business is selfish.

Hotels.com gives the worst service that I have experienced in 10 years Since I last used it. I will never ever use them again!
I used them out of desperation tonight and paid for a no. Smoking king suite. When I arrived the hotel said they had no more king rooms left and would only give me an "upgrade" to 2 queens for additional fees. Also the entire hotel wreaked of years off smoking saturated into the walls. I was unable to reach hotels.com via their customer service no

The Ramada inn cedar City was terrific just last month, new restaurant management is, understaffed, underskilled, with greasy floors, poor management as to putting out new food items. In just four weeks since our last stay, service has been lowered considerably. I'd skip any lunch and dinners here. It's a nice clean town, with many restaurants, too bad this new restaurant is under managed. Some guy collecting breakfast coupons, and looking at his phone, instead of tending to customers.

My mother died a day before I was scheduled to travel and Hotels.com was not only unhelpful with my situation but they were cruel. Not only will I never use the service again but I will make it my goal to put them out of business.

Do not use this website.

I need to vent my absolute frustration with Hotels.com telephone customer service.

I was experiencing a medical situation here with my husband as my son and his family were experiencing a problem in Paros Greece at the same time and i was trying to help and reached out to you all to no avail.

I booked a room at the Wyndham supper 8 through Hotels.com on July 5th through the 6th. It appeared to be nice and clean. My sister and I came for a homegoing service and eventhough we had a conversation about it (checking for Bed Bugs but it slipped our minds, we were grieving. We get up Saturday morning and get ready for the Services when my sister noticed what she thought were bumps on the right side of her neck and her right arm. So
after looking further we immediately knew they were Bed Bugs. We went down the the front desk at check out and was told by the front desk clerk that,"No we don't have BBs and she would make a note. I got the managers card. I contacted Hotels.com
on multiple occasions including within the last hour to be told that they tried contacting the manager at the Super 8 multiple times and with no response. So, I was offered the $97 that I paid to the room in compensation for them not being able to contact the Super 8 manager. I thought about it then decided not to accept the offer in lite of the fact that aren't pushing to talk to him. Why? I'd be calling, texting, emailing or send someone. It seemed like they were willing to keep doing business with them and send customers there even though they don't know if the manager has even cleaned up the room (206). I kept saying he obviously knows the issue but is not contacting Hotels.com so what is that saying in regards to your business relationship?
I would drop him, and find another option for customers. One agent said that since I actually paid the Super 8 it's the managers responsibility to issue my refund. By the end of the conversation I was stating emphatically that I only want a refund from the Super 8 and that's all the manager has to do for me because I'll never stay there again. I next stated I wanted a Free night at nice property
The escalation team has the complaint and we'll see how this plays out. Emails with Pictures and Dr notes have been emailed to Wyndham Corp, Hotels.com and the Wyndham Super 8 manager in Three Rivers MI.

This is the second time I have called hotels.com about issues and was brushed off completely. Sam would not give me a customer number or last name or a corporate number. I asked a question about something I was charged and no one can tell me why and told me to bad in so many words. I am done using this site if this is what is going to happen.

The website is intentionally deceptive on pricing. They hide the telephone number for customer service. I had to come here to find it. I tried following the instructions posted here and the automated service threatened to drop the call. So since I was calling about an issue on my bill, I selected the billing option. It tried to cancel my booking right from the get go. I had to spam zeroes before it stopped and transferred me to a real person. She was phillipino with a difficult to understand accent. She was combative and argumentative. She also mispronounced my name even after I corrected her multiple time. She tried to make excuses several times, blaming the issues on the automated service on"unusually high call volume" even though the wait time was next to nothing. When I asked for a manager I was put on hold then the call dropped. Even though she confirmed my phone number and said if the call was dropped I would receive a call back, I never did. So I had to call them back. I got the same woman. She continued to be rude and pretended like the previous call didn't happen even though the name and voice were exactly the same. I asked to speak to a manager again and I have been old hold for 15 minutes and counting.

Tried to book through hotels.com for Grand Gateway Hotel, Rapid City, SD, for 3/18/19 & 3/19//19. I was told there were no 2 bed queens available. We stopped there and found there were several rooms available. We booked and paid at the hotel. When I checked my Discover card , Hotels.com had also charged to my credit card, in fact $50.00 more than hotel charged. I called hotels.com to have them delete charge but they called the hotel, and had the hotel's charge deleted instead! I do not to pay $50.00 more!

Be aware of scans using this card as deposits for hotels. I used booking. Com and canceled one room in accident called the number to check on my reservation and had a rep tell me I had to make a 500 deposits on a hotels .Com card in order to secure my hotel room I them went and put 300 on the cars told the rep over the phone the numbers etc on card theu then said there were served problems etc i am now at zero balance w no 300 to be found .scam scam scam ive takked go over people at hotels.com to resolve this w no resolution. I am very upset I will blow this up all over social media

Hotels.com receipt for stay does NOT include the actual hotel that was booked. In addition, the amount of the receipt is different from the amount that the hotel may provide. AVOID HOTELS.COM. USE EXPEDIA OR TRAVELOCITY.

I am curious how long does it take to change my email address online? I wonder why I must wait? does it take 24 hours? next week?

their site sucks too many private homes// hotels.com? or any.douchewitharoom4rent.com?

I am so tired of dealing with these people in the Philippines they have the worst customer service they do not help they do not apply any discounts and are they really that trustworthy with all our information expression link our credit card numbers I have asked to speak to the supervisor 3 different locations and whoever I'm speaking to the says there a supervisor it's no luck with them and then when I get a little upset they hang up in my face I am so ready to find me a new booking company. I remember when there was people that spoke English and that you could understand them correctly you don't know if you're talking to a male or a female half the time I've spent $359 had a $40 code and they tell me I had to cancel in order to reapply that when I ask the supervisor was there any coupons that they could apply for me to help me and they didn't even have the knowledge me of what coupons they had coupons this company sucks...

What a diappointment! I had a difficult time understanding what the customer rep was trying to communicate (he was located somewhere in SE Asia). Plus, they were not able to locate and confirm the reservatipn that I made two weeks ago...
Can hotels.com have a call center domewhere in the U.S.?
I was told that my reservatipn would be send again via email... Nothing, after 15 minutes... This is awful customer service, bad businesss

Stay 3 nights and get the 3rd night free $109 (original night marked through) and the $73 suppose to be $73.00 x 2. They are trying to charge for the full amount of 109.00 x 2. False advertisement.

I am sharing a link so you can see how they posting false advertisement. Let me know what you think. If the rooms suppose to be 73.00 a night and the third night is free why is hotels.com charging the original amount the full price of 109.00? I spoke with Allison at the Corporate office and she can't give me an accurate reason why.

please be aware when you are booking your room with hotels.com, if you book more than one room the last room is the lowest price and they will not tell you that until you has cancel rooms please be aware, and it was the same day and they stated that they couldn't flip it back to the lowest price, and the corporate office is standing behind all of this,

consistently poor customer service after purchase, unlike the good service before purchase or using the purchase

Central American customer service is terrible. If you can't take care of it yourself on the web site then you are out of luck.