when we arrived at our hotel it was closed. We were offered an alternative over a mile away, too far to walk with suitcases from the transport hub, and not the area we wanted. We were lulled into a false sense of security by the booking being guaranteed, so thought we would get a refund.
com said they could not get in touch with the hotel, so no refund. com so it was their responsibility if it went wrong. Never again
Horrible hotel stay, dirty bedding, moldy coffee maker, dirty linen still in the room, didnt get the bed types it shows on confirmation and my child had to sleep on floor for 9 nights and had to use the blanket and 1 sheet and pillows from our bed because there were no extras.
Pool was dirty and we had to call to have it treated. No one came and treated and by law the chemicals must be checked daily.
Last night at about 8:00pm, we went to the front desk of Norwood Inn & Suites La Crosse to check in our hotel room. The front desk representative (Mr. JJ) told us that there is no room available for us due to overbooking.
com to to get help, but we were told there is no solution for us last night. We then tried to contact other hotels but nothing available. As a result, we could only stay in our car at cold weather without sleeping.
We reserved our hotel on Oct. com, our reservation confirmation number is 9181709648726. Since then, we have never received any notice about the unavailability of the hotel room until we were at the hotel front desk. com service to reserve hotel room.
But our experience was not pleasant. How do you handle such issue for which your customer sacrifice without…
Cancelled a booking whilst using a tesco voucher for part payment, after speaking to an agent I was reassured that the process would only take 10 mins not the 7 to 10 days advertised. (check phone recordings). I have not had the voucher reinstated spent ages with online help agent no use what so ever.
Spoke to telephone agents no use asked to speak with supervisor promised a call back never received anything overall a very poor help facility and I am still waiting for reinstatement of a voucher on the 17th October after cancelling on the 27th Sept .
Meanwhile the cost of the holiday I wanted to book has gone up. The agents English is so poor they cannot speak good enough English and cannot answer simple questions when typing. Please feel free to listen to my calls and check my online…
com, Reservation number – 9194573648345. An additional £200 deposit which I paid at the reception. On arrival we noticed that the rooms were not to a minimum satisfactory. There was evidence of damp which would have had an impact on my daughter who has asthma.
We spoke to the gentleman on the reception desk who offered to show us a different room which also had evidence of damp. com webpage. The £200 deposit was refunded back to me by your hotel receptionist. I then had to book another 2 rooms elsewhere which cost me a lot more as it was bank holiday weekend.
This weekend was for my daughter to familiarise herself in Birmingham as she is moving there for university. This has inconvenienced our plan as we lost a whole day trying to book another suitable hotel. com and request a refund,…
com refuses to issue a travel voucher for a hotel in London the Rembrandt which was closed when I was supposed to visit there last winter. They claim that they have to have this checked by a supervisor but they have been saying this for over a month now.
This is a substantial amount just over twoThousand dollars. Whenever I call I get somebody in the Philippines who only says “I am so sorry “it is impossible to talk to anyone in the states when I asked to speak to somebody in the states they sent me to another person in Egypt.
I am returning to London this Saturday and I have no idea if I have a hotel reservation or not.
Booked Peace hotel in Kas Turkey but hotel is nothing like shown on internet. Windows in room are filthy and mirrors too. Fridge doesn't work. No manager on site and no-one speaks English. Room supposed to be cleaned daily and had to ask to get room cleaned.
The bar is unmanned and shower is near impossible to get in.
com basically stole $350 from me. On October 1st 2021 I bought a $350 gift card from them through Sezzle. I need to use the card to book a room for a couple of extra days. com and had problems so I kept trying.
I called that night and could not talk to anyone after many tries. com has my gift card but they blocked it. I have emailed them because that is the only way to get my card unblocked I am have been told.
com is not responding to ne at all. None of their numbers work. Now when I try to check my gift card balance it says they can't find it. I want my gift card so I can use it. com has no right to put a hold on it.
is there no one in the US that can help, all i get is the idiots from Delhi
I have been just trying to get any invoice or confirmation for my stay on 09/25-09/27/2021 so I can get reimbursed for work. I was told I would have an answer soon since it needed to be requested for some odd reason.
I was only given an email that somebody typed up which is strange for a company of your size. I also can't even get past the virtual agent by phone to talk to a human who can correctly rectify this.
The hotel itself could only give me their invoice for my security deposit because they said it's expedia that needs to send me an invoice. com, unless it's a sister company or something. Please help. 954-778-1966 is my direct line. com
com. I paid for the room and everything.
However, I had to do a virtual check in and when I did that, I wasn’t given access to the room number or codes. I had to spend the night on the streets after I paid for a room I wasn’t even allowed access to.
It’s now three weeks later and after talking to about 12 different people and 1 supervisor, NOTHING has been done to remedy this injustice I went through. How do you expect me to pay for a room and then not allow me to even access the room.
I’ve been told don’t worry everything will be taken care of. Don’t worry, someone will contact you. This is really upsetting me. I never knew that it’s ok to charge someone for something they aren’t even allowed to use. I feel discriminated because of this and also because you’re…
I made a reservation. The reservation appears valid. Then I attempted to create a new account because this was the first time is used this newer email address with this website. It did Not have me put in a password twice (only once). I wrote it down. I was sure I used the correct password when I signed in but it told me it was wrong. I tried a second time and they said it was still wrong. I tried the “I forgot My Password” option and received the following message: Access Denied You don't have permission to access "http://www.hotels.com/AK_PM_VPATH0/9291/hcom/assets/Cust_676040/guid_alt.json" on this server. Reference #18.8d60dc17.1633301177.5426e17d
I have been trying for 5 days to contact someone who could help me. After 5 days of no help I asked for, “technical support.” I was told,…
com. When I got there; the gentleman at the desk said he couldn't find it, and assured me I could get a refund if I did get charged, and talked me into booking another room. So I did, and the next morning noticed I got charged twice.
com, and to talk to her manager Brandon, so I did and he assured me the same. com half a dozen times. And it's always the same. They pretend to call Roy's Inn, and then tell me they can't get ahold of them, and they'll email them.
And then I call Roy's Inn and they say they didn't get any email. So it's just this circle of me getting the run around. It definitely feels like a scam, and they're not even trying to refund me. So I paid for two rooms, when I just stayed in one.
Doesn't seem fair, or professional to me at all. I'm very disappointed in the…
In November 2020 I made a reservation on Hotels.com app (as per usual)
Confirmation number 9197640217475 Wilma Basson Appartement Centre Pompidou, Paris 20 March 2021 - 27 March 202
Please note : FREE CANCELLATION AND PAY AT THE HOTEL
On the 5th of December 2020 I noticed that the amount was deducted from my account EURO 1 393.00 / R23 965.06. I was not worried at the time because I trusted Hotels.com, and I only gave my credit card number to make the reservation on Hotels.com app. (NO OTHER PARTY)
On the 22 of February I requested a date change with Hotels.com due to Paris (France) going in Lockdown and South Africa also in lock down (no flights allowed) I was notified that my request was rejected by the Hotel. At that point I phoned Hotels.com requesting a reason…. the customer…
Refund, This company stated that they will make changes to my reservation and refund the difference because i want to cancel the reservation doe to my daughters had a positive Covid test the day before check in. I called to CX and she stated that because I didn't called before September 15 I'll be charged for 1night the other option I had was to go 1 night and get refund for the 2nd night .
com to process the refund agent Karin stated that he wasn't going to refund it. After that multiples calls had been made to attempt to resolved this issue and nothing has been done, I try to speak with a manager and No manager available they just said that we will escalate to supervisor to contact us with 24hrs it been 6 days dealing with this situation.
I hope we get a solution to this matter. Thank…
com for a hotel where I planned to stay for 1 week and 4 days. com issue me a refund for the exact number of days I cancelled for. I informed them that the card I used to pay was cancelled and my bank account was closed.
I had a new one and I asked them to issue the refund to my new bank account. com have refused to find another way to issue me my refund. It has been one month now and I am missing $504 from my account.
I keep demanding to speak to the manager but the customer service persons have no way of reaching their supervisors. These people don't know what they're doing I promise I'm going to get my lawyer and they must pay for all the stress they've put me through.
I planned to use that $500 to pay my rent but because they haven't sent it to me, I had to pick up lots of shifts at…
COM EVER!!! ONE star. They are awful and claim they can't find your reservation! After booking a hotel on this site, I had to cancel. The online cancellation required an "itenerary number" which was not on my confirmation information so I tried my confirmation number but that did not work.
I had to call the company to cancel, the rep said he could not find my reservation though I had confirmation number and all relevant info. He told me I had to call the hotel directly. Hotel said I had to cancel online since I booked online.
I told the hotel the big runaround I was getting and if they didn't cancel, I would give them a horrible review. Of course they were suddenly able to cancel. These booking companies are all about getting a cut from your reservation process.
CALL THE HOTEL YOU WANT…
Absolute disgrace of customer service!!! We were told over 2 weeks ago we would get a refund and nothing!!! 5 calls to the India call centre and we are still nowhere closer to getting our £130 refund!! Absolute shocking that a company this size has such shocking service - constantly told a manager will call us back but never do - over 5hrs on the phone to them and
we are getting nowhere - so frustrating that they are holding our money and it appears we have nowhere to turn to for help???
On Tuesday evening, I got on a chat with Hotels.com and advised that I had found a lower price for my booking on the condo's website. I asked if I needed to book before submitting the price match guarantee request. I was told I did not.
I submitted the price match request with the attachments requested. I received an email the next morning indicating they could not confirm since I did not have an active booking. I advised via email that as soon as I booked the condo, #102, the condo association would remove it from their website and I provided the screen shot for the booking with the date and time prior to booking.
I proceed to complete the booking per the email from Hotels.com. I booked the above referenced reservation on Hotels.com. After I booked, just minutes later, I sent over the…
Horrible experience. Complaint number doesn't work.
We were put in the basement at the hotel because we used a third party.
Dirty terrible experience
Terrible nights stay. com would not agree to refund, said it did not meet policy and said they could not contact Hotel. com customer service did not go far enough to help satisfy complaint. I am a long standing customer.
com recommended. SureStay Best Western in Macon GA had bed bugs. See proof. It was the most disgusting, filthy, greasy hotel I’ve ever seen in my life. com recommended this hotel on their site. To be honest, I am not sure I will use this site again.
I have NEVER experienced bed bugs and this was supposed to be a vacation. Please see video of the bed bug attached. We were given 2 different rooms and both were absolutely disgusting. Grime, stains, grease, dirty toilets, dirty counters, filthy shower, dirty floors. I was appalled.
com for this terrible experience. I want corporate to see this and take action. A hotel you are recommended has confirmed bed bugs. 2 different rooms. 140 plantation INN drive. Macon GA 31210. 5 hour drive we had to spend an HOUR finding a new hotel. Absolutely…
Booked hotel in SFO for May 2020. Obv due to covid no chance of travel so a voucher was issued. Not my ideal first choice but did you try calling these places around that time of year? During a pandemic
Sooo here we are 16 months later with a voucher I can ONLY use for the same hotel but he hotel has never reopened.
The hotel contacted me to advise they authorised a refund via hotels.com but they won’t give it to me.
Every time you make contact you have to start your tale from the beginning every time. Then told give us 24-48 hrs. Then it starts all over again.
I purchased a hotel stay. They cannot deliver that there they cannot supply the product I ordered so a refund would be the next best thing yeah?
Nope.
Bridge Vista beach hotel mackinaw city booked the stay for 2 nights with my family. One of my family members got tested positive for covid the night before our trip called the hotel was told that I didn't qualify for the exception so they changed me for my room. The cancelation policy should be modified to address the scenario like this
received Covid voucher - for over 1500 GBP to rebook at same hotel. As covid extended, voucher expired and couldn't use. voucher extended - however hotel taken of website. Called, messaged , emailed.
finally got through and got told refund approved. No refund. 4th time - now told not approved due to it being a covid voucher . just looping form agent to agent. Tried to make a complaint. Agent wouldnt let me speak to anyone senior, just told me again to wait 7-10days for refund.
Then received email telling them to contact them on the support number. JUST LOOPED again.
I pre-paid a Microtel Hotel for one night because it was "pet friendly". After ten hours on the road I tried to check in but was told my dog was too big. They have a 20 lb limit and he exceeds that limit. When I told the man at the check-in desk that I hadn't seen anything other than the hotel is pet friendly he began to search the site. It too him a few minutes but he came up with the regulation on page 6 of the hotel conditions. Nothing on my confirmation from Hotels.com indicates that there was a weight limit on the pets.The Microtel booked me into a motel next door.
It is impossible to talk to anyone at Hotels.com. All of their numbers connect you with overseas call centers who are totally useless. Their phone robot requires you to input an "itinerary" number but they don't actually…
I booked a hotel in the South Terminal at Gatwick airport and paid for one room and used my loyalty points for a second room. At the time of booking I was never informed that the hotel in question was actually closed and had been since the start of covid.
I was informed that it was a non refundable room. I was informed by my airline that they were changing my flight from the south terminal as it was closed. At that point I then discovered the hotel I booked was actually closed.
I tried to get a refund as I felt this was verging on fraud as they had taken my money knowing that the hotel wasn't even operating and failed to tell me. They told me I could not get a refund from them and that I had to contact the hotel direct.
com had my money and they would only pay the hotel the day before…
com overcharged us on our stay at " Inn at Taughannock Falls", Trumansburg, NY 14886, on August 23, 2021 (one night). com was 9192219291939. com on May 26. 72 for only night. com. I requested the refund the overcharged. They seems refused to do it.
I wish I could give no stars. com because Michigan had a huge power outage. I went to work and went to my booked room to be informed they did not have power and was turned away. com refuses to give me my money back saying it was "non refundable" if they were not able to accommodate me at no fault of my own then how is it non refundable?
I'm going to figure out a way to go higher up. I'm not going to just accept this it's not right.
Somebody in Indonesia has hacked my account and I am unable to reach anyone for help without an itinerary number. As I haven’t yet made my booking, I don’t have an itinerary number and your virtual agents are unable to help.
I have spent HOURS trying to get my refund for a booking that was cancelled due to COVID. com is refusing to give it to me instead of a voucher. They first requested more information which was provided by the hotel in less than 24 hours, then they just ignored the email and did not respond to me within the 10 business days promised.
After contacting them a third time for the same refund, and chatting for over an hour for the third time I was told that it was confirmed with the hotel that I can have my refund, but since my booking was more than 1 year ago they needed to do a follow up and I would be receiving a call or email within 24 hours.
I did receive an email that said that the hotel DID NOT waive the fee even though I have an email from the hotel saying they will, and that my…
com, they do not care about their customers or keeping them happy and do not care if they lose customers. I booked a room at the Days inn and when I got there and already checked in I was informed that there was no running water and wouldn't be any running water for a couple of hours I was also informed at that time that I could not cancel my booking and receive a refund.
I could have gotten a better room in an alley with a bar behind it.
I reserved a room for 2 days using Hotels.com using my credit card and the hotel, red roof inn-carteret did not honor my reservation which I later learned was due to Comcast being down. I booked a hotel nearby without a problem, but red roof inn will not reverse the charge although I’ve been in communication with the general manager.
com's customer service number. They for several hours gave us the run around saying they could not get in touch with the hotel. com to call and verify it is all correct. com for the third time and spoke to someone named John(probably a stage name) who would not help us at all just kept reading a script and acting like we are inconvenience to him.
He would not listen to us at all and ended up hanging up on us after an hour of going around in circles. We had the direct line phone number and the hotels booking ID number and he refused to listen to us.
Absolutely the worst customer service I have ever received in my life.
Processed payment 5 times on credit card but no booking has been made! App crashed before confirmation and bank shows cc being processed 5 times. Money now held on my card and there is not a human to speak with to clear this up!!
All phone channels ask for itinerary number that I obviously don’t have and then hang up on me. Chat is useless and tells me to call. What do I do?! Will never use this company again all due to the fact I can’t reach a human!
I booked property on hotels.com 1 month in advance at $256.18. It was "charge at the hotel" but THIS WAS MY BUDGET.
We arrived at the hotel at 9 pm after 7 hours of fun driving with screaming kids. Two kids in a car. We are all tired and hungry.
The receptionist tells me there is no reservation and/or rooms for us.
I call hotels. com with hope that everything will be sorted out within 30 min but get nowhere, our total time on hold was 3 hours. At the end the call just dropped. No call back from hotels .com either, however they did verify my number but nobody cared that our family with 2 kids will be sleeping on the streets.
While being on hold with hotels.com for 3 hours we went to at least 10 hotels nearby to see if they had rooms - none did.
It was nearly midnight when I eventually…
Needed to change a "non refundable" booking as a family emergency required cancelling travel plans. I wanted to change the dates of my trip and keep the booking, NOT actually cancel. After 25 min going back and forth with Customer Service, who just kept repeating that I could rebook with a "penalty" of the FULL cost of the original booking, they disconnected the call.
It makes NO sense why they cannot push the dates on a booking vs forcing you to cancel it. com that makes those terms, NOT the hotel. I called the hotel and they were OK with moving the dates, had availability, etc.
com to book any longer.
com it has AUG 17-18. I called and did virtual assistant for 30mins finally got ahold of an agent to be told sorry You booked it online its your mistake and I cant refund you or change the dates. I asked to speak with a supervisor or a manager and was refused 4 times, while placed on hold over and over for the agent to come back and tell me sorry its your mistake you cant get refund or change date...
00 for 1 night stay in a different state for wrong month cause i booked online thru there mobile app and had an error. purchased the insurance and was a waist also cause they wont refund for error. BIG WAIST OF TIME AND MONEY!!!! COM... worst experience ever!!!
I booked and paid this hotel for a 6 nights. I left after 2 nights, slept in my car one night and then I rented a different hotel for 2 nights and cut my trip early by a day because of the experience I had at this hotel.
I checked in on Thursday August 12th. I paid for 6 nights. On the 13th I left my room in the morning and when I returned to my room around 5 pm I could smell sewer and everything on the floor was wet, I called the front desk, the girl was very rude, she didn't know if there was a sewer problem, she asked others and
was told that yes, they had some kind of problem that day. I was disgusted, I had to throw away anything I had on the floor because it was wet with sewer backup. I asked if I could switch rooms and was told they were full, I then requested that someone come…
My booking was cancelled a week before my trip; I was sent an email stating ‘at my request’ the booking had been cancelled- I have NOT cancelled my request! I have sent 4 emails to which I have had no reply, I have had 3 live chats in which I was told to ‘just rebook’ despite prices having increased almost double because it is now a week before I’m due to go!
I was told by yourselves it was the hotels problem, I called the hotel who said it was your problem! I have called the customer service number and had been on hold for a long time before having had the phone put down on me!
I am disgusted at this service and how neither hotel or this company are taking responsibility for this! I now have nowhere to stay and any booking I am to make is going to cost me double the amount! This is…
I'm trying to find out why I've been over charged on a hotel room I've booked . booked in New Zealand from New Zealand in New Zealand Dollars . $331 but been charged $485 on debit card . Confirmation number is 9180559035704 . Thanks for your help.. Regards Brett
Good evening I want to confirm complaint to Temple Bar Inn because today again the room is not clean. com says cleaning is daily. Because Covid cleaning would be higher nor less. Asuncion Arner Dni. 73192266X
I made a booking to Amsterdam in April last year that was cancelled due to Covid. I have been issued a voucher to use by end of this year but am currently having a high risk pregnancy and unable to travel.
Prior to now, we have not been able to travel to Amsterdam so I could not have used earlier. I have called customer services 5-6 times for a refund or an extension and each time they promise to refer the issue to the ‘higher team’ and that I would be contacted.
I am yet to receive any response. They will not let me speak to a manager either so I feel I am going round the houses. Terrible customer service for a situation that is not through fault of my own.
My daughter booked 2rooms got there n wasn’t available put her in a one room with more beds and said they will reimburse her $138.00 now it’s been 4 weeks of called and getting run around with this manager that’s like a phantom because he or she is never there, just today they hung up on me because I was asking where is he and he never called back after leaving my phone number, if thus is their way of operating it’s a sin
I used my free night I ended up having Covid they said it was a free cancellation and I would get my free night back... come to find out when I called to cancel the lady booked me for another night at the same hotel so not only did I lose my free night I also lost 130 something dollars because she decided to book another room then
I called back to cancel and I was supposed to get all my stuff back within 3 to 5 days it’s been over 3 to 5 days it’s been almost a whole month I have no rewards night I have been calling pretty much every day not being able to speak to a single person no one‘s calling me back. You’ve ripped me off for my free night I’m a gold member and I never got my money back you guys said that you were going to cancel the room but you never canceled the room that I never…
Cleaning is not daily at Temple Bar Inn (Dublin), but it is in Hotels.com.
I booked a reservation for a hotel in Prague, Czech Republic for my daughter. When she arrived to check in, she found the hotel no longer open for business. com customer service. The confirmation number is: 9194260911612. com was not able to fulfill the terms of the agreement and a refund is warranted.
My daughter to the attached photo of the notice in the window of the hotel.
com Web said in Temple Bar Inn (Dublin) cleaning is daily. It is not true, only for three days. Asuncion Arner Dni. 73192266X
com on 11th May 2021 for 11 nights. At this time I also paid the full price of my booking. com stating my reservation was cancelled by the property because the property will be now closed during my stay. Of course I was disappointed mainly because other hotel options were not open to me with short notice and if they were they were totally out of my price range.
com at least five times to be told to contact hotel. com employees did inform me that this particular hotel had never opened this year. I am angry and disappointed because: 1. com for 3 months 2. Very poor support and information when I contacted the help line. 3.
As I was informed only 2 weeks prior to my arrival I had very little accommodation options open to me. 4. com place the rooms on their website and not know it was not…
com for many years. Recently I tried to book on line a room in St lucia and use 3 reward nights. When I confirmed I wanted to book I was told that the booking could not be processed and I should try later.
I did so but got the same message. so I tried without using the reward nights. Same response! so we booked on my wife's account though she has no reward nights. Am I being blocked? The worst thing is I cannot manage to speak to a real person to sort this out-only bots! This is appalling service!!