I have been trying to change a reservation for weeks. The call time has been at least an hour, even in the middle of the night. I asked for a call back and the virtual agent kept trying to cancel the whole reservation instead of the 1 the day I asked for. Terrible customer service!!!!!!!!!!!!!!
and now I have to pay for the 1 night that I needed to cancel.
I originally booked in 2019 to travel in May 2020, which was cancelled due to covid. com gave me a coupon to use for my May 2021 trip which was also cancelled also due to Covid. Since May 5 2021 I have phoned Customer Service at least 12 times to get a new coupon code to rebook for May 2022.
I have been hung up on by them, I have been told a supervisor would call me back at least 4 times which I never heard from anyone, they have given me a claim number which does not seem to really make a difference. I have found some of the operators very rude and insulting. com.
I have 30 people going on this trip and none of us can get any satisfaction to rebook our rooms except My sister in law who got her full refund. This makes the rest of us very angry. I hope something can be done for the rest…
com at a Marriott location in Virginia. I have the confirmation that says I can change the reservation up to the day before. It’s now one month away and I want to change from two nights to one night and they are not allowing it. This is crazy!!!
I booked Knights inn in Flint, MI. (no night light, detached toilet seat, yellow sink, broken dresser. com presented a false images of this property in a presentable state. When I contacted them for a refund they informed me that they could not reach the owner and since the offer was non refundable thus they couldn't issue a refund.
com does nothing to protect the consumer.
I was on the phone for an hour with representative Victor S. Salvseguramurga of Hotels.com Customer Service before checking in to Fiesta Resort All-Inclusive hotel. My reservation for 2 adults for $172.53 plus $22.42 tax for a total of $194.95 was prepaid (attached). At check-in the hotel asked me to pay extra $94 for the kids even though the listing said said that "kids stay free with accompanying and paying adults".
Your rep told me to go ahead and pay extra $94 and that hotels.com would refund the difference. He sent me an email where to send the additional receipt. So I did.
2 weeks later, I see mo refund and I call back the Hotels.com Customer Service twice. I get the response from Jefferson L. mnljlongares1, Hotels US Customer Service Team "It is possible that receipt you have…
Wife booked for a 3 night stay in Steamboat. Due to a medical emergency we could not make it (have proof of hospital bills and everything). com to not get our money back, but to change the dates because we did not want to pay more and that is what is stipulated on the contract.
They hung up twice "accidently" and stated they would call us back. Now its the day of, we still cannot make it, and they say it going to cost as much as we paid to change it. What?!? Then stated we can call the hotel to see if they will release it, and what do you know......
its within 72 hrs of the booked date and no cancellation , blah, blah, blah. com, never again. You got me this time.
com for many years.
However, after my last use I will never, and strongly advise others, to never use them. I was on a cross country trip and made an on-line guaranteed reservation. While in route to hotel, the hotels calls me and says "it cannot honor the Guaranteed booking".
com person to help so I stayed elsewhere. com rep. and was told to contact the hotel and get dates, times, manager's name, etc. com for reimbursement consideration within 10 days. com rep. would contact them the overbooking for the date would be verified easily. com rep.
would not even consider contacting the hotel directly and that it's my issue to deal with... So never again!
I was charged both by hotels.com and the hotel that I stayed at recently.
My credit card was charged for a hotel stay, I didn’t stay at. I have been trying to get this resolved.
com. Twice in the past four months, I have not received my points for stays at the Moxy Hotel in NYC. ” When I said their own app says I completed my stay, they said no, our records show you canceled.
I said I had a receipt, but they still would not believe me. ” But they assured me my case was elevated to the highest priority and someone would get back to me. The first time I believed it…and no one did get back to me.
Well, after several days and hours on the phone, they finally said they would use my receipt as proof of my stay. Well, go forward 3 months, same hotel (not their fault, by the way), and an 8 day stay completed…and no rewards.
Again, called and they said it’s because I canceled my reservation. And I told them that I stayed 8 days. They said their records shows I canceled.…
com At the last minute the hotel cancelled and claimed I only used a third party booking agent. com They charged my credit card and won’t give me a refund. I don’t want a credit. I didn’t create the problem.
And I don’t want to use their services again. com is unreliable. Their contracts aren’t binding to the hotels. com worthless and unreliable!!!
I had a one night layover in Atlanta and booked a room through Hotels.com at a Residence Inn by Marriott Atlanta Perimeter Center/Dunwoody. I was at dinner at a local restaurant and received a call from the Front Desk Supervisor, Mr. Lance Bien-aine. He advised me because I had booked through Hotels.com my reservation was being cancelled by the hotel.
The excuse – it was a third party booking. I was given the impression that any booking through third parties would be honored only if it suits the hotel. Meaning - Hotels.com is unreliable.
As the economy takes off Hotels.com will probably be unaffected by my decision never to use your services again. It is a breach of contract by Marriott. And I didn’t appreciate being told by Mr. Bien-aine that I was being cancelled because I only had a…
Lindsey Brunt Tue 22/06/2021 20:00 Ref Number-9196440607556
We were due to stay in Kos Jun2020, however due to Covid it was cancelled and I was issued with a voucher. Which I rebooked for the same hotel for June 2021- However this to was cancelled.
I've rang 6 times to Hotels.com and the calls range from 44 minutes to 1hr 29minutes....every time I'm assured that I will be issued a voucher within the next 24hrs. My last call lasted 1hr 29minutes, and was informed that "management" would contact me within 24hrs and arrange a voucher.....I'm still waiting.
I feel I've been more than patient to no avail and wish to make a complaint about the service I've received.
Lindsey Court Mobile-07867600285
This a copy of the email I sent, I've sent numerous other emails but never heard anything…
com customer service since more than a week, in order to get my refund but could not reach them. I have waited on phone for 2 hours, left my number for call back but nothing worked. I checked out earlier from Gulfview hotel Florida, because it was a horrible hotel.
com but I havent got the refund as yet. My booking #9187964180531 .
Referance number_9190712194161. Books 2 rooms for 3rd July OYO Gulliver's hotel Brighton UK. Spoke to the customer care line many time in regards booked and everything was in place. On arrival to hotel late afternoon we were treated by a security guard who informed us that the hotel was taken over by the local council and was now a hotel from the homeless.
Which I had been for over a year. There was no information on your website in regards to this information. Ring the hotel number who were very in helpful and discounted my phone call. Due to Brighton being very busy we were unable to find another hotel an had to cancel our plans and return home. com again.
I think that your company need to compensate us by giving us a 1 night stay in any hotel in the united kingdom. Michelle nelson
I have been waiting on a refund from conf# 9190490367076 since 3/26. I expect a full refund immediately
Called to get money refunded I completely though I had the option to reserve my stay always had that option to pay at hotel next morning I called and got an repsentive who stated many of times I would recieve my money back That’s fine the big promblen I never recieved a notice as he stated nor funding when I was confused with him not understanding I asked for an manger he denied me multiple times I even assured him the complaint wasn’t about never once tried to contact an manger
Dear Sir/Madam Christopher Davis / mobile tel no 07952970310
I appear to be unable to contact you by tel. I am sick and tired at not being able to use my reward nights.
For some unknown reason your system does not accept my Santander Visa card for making online payments ends -6966 I have been a Gold Member for many years.
I book with you many times in the course of a year. Please can you credit my account with the amount due to me from free nights & any ex gratias arising from previous complaints.
I look forward to receiving your response. Christopher Davis
I had to sit on the phone for two hours and never spoke with anyone and the automated system is even worse than the lines. They gave me an hour call back time and when they called back I still had to wait for and hour for rep and they still never came to the phone.
I called back and it went to the same message of the wait time so I waited for the second hour and never spoke to anyone. This morning around 5 am and spoke a rep and she was completely useless.
I definitely won't ever recommend anyone to use this site to do business. Covid-19 isn't a factor in this matter. I was truly in an outrage and it made me feel as if this was some kind of joke.
Hi I would like full refund for our stay this evening. We tried to check in/leave luggage in hotel at 1pm. We were told under new rules no entrance will be given to hotel of any kind before 4pm and to come back then.
We walked around for 3 hours and returned dead on 4pm to find We had to put our name on a list to be checked in. When we were sent in waiting area I was astounded !!!! It was full to the brim of people all awaiting placing in their room !!!
We were actually one of last ones to be called even though first ones here as we were not told about it previously. We waited unseated for an hour an half and was refused a drink as we didn't have a table or chair to sit at (table service only).
We had 2 dogs and 3 cases and a disabled elderly mother, the wait was horrendous. The staff are…
com left me stranded at midnight in the middle of nowhere when a hotel reservation I paid for wasn't recieved by the hotel and I was not allowed to stay there. com for 10 years (100's of rooms booked a year through them) and when I try to call to get a simple refund it has taken me 5 days of calling and still no refund. Shame on you. Do better.
I made my the hotel reservation on June 15 - booking# 9187917233637 for 3 nights 7/30-8/2. Please note this is a free cancellation by 48-72 hours’ notice. com customer service on June 23 227PM US CST to request to change my booking from 3 nights (7/30/8/2) to 2 nights (7/30-8/1).
com website and found out this booking WITHOUT my approval was changed into two different bookings, even worse, the bookings changed from FREE cancellation to NON refundable WITHOUT my awareness or my approval. Then I called customer service 6:11PM US CST yesterday June 28, the gentleman told me that his name is John.
He said he cannot help to resolve this issue and then I asked if I can speak to his manager or whoever to resolve the issue. And he said he and his manager cannot resolve the issue. This is not…
com. When I showed up at 11:00 at night, they said they had no availability and had been booked up prior to when I booked through the website. com to book on that date. The website changed my date after logging in, and before I could cancel the booking, it had already gone through.
I called the customer service line about this, had to wait over two hours to hear from somebody with the company, and when I finally got with somebody, they said “the policy says these are non-refundable”. Neither of these circumstances were under my control, and customer service did not seem to care.
I never get calls back and I have had bad experiences on more than one occasion. I book rooms with certain criteria only to always have issues change when I actually check in. Very frustrating.
The hotel that I booked thur hotels.com wasn't the same one when I got there it was a run down motel. There was no hot water blood in the toilet paper smokes put out in the room that was suppose to be not smoking TV didn't work. I don't understand why when hotels join hotels.com its not made sure it's the same hotel Please respond with a email so I can send pics it won't let me attach at this time
I have used Hotels.com for 11 years. Each year I spend literally $250,000 or more booking hotels through them for my entire company. Recently I was traveling on a personal trip and after booking a room through Hotel.com I was denied my room because they had no booking at the hotel. I should them the confirmation email. They didn't care. I was stranded at midnight in a small town in Oklahoma and never allowed to check in.
After all that I have called for 3 days now and spoke to someone each day who tells me there are no managers to talk to me and I still haven't been refunded.
Is this how you treat your gold members of 11 years? Believe me, I am just getting started letting everyone know my experience.
I used the app to make a reservation after travel all day with two Uhauls and 3 people. I booked two rooms at a hotel in Hattiesburg, MS. Upon arrival, the mentally challenged desk clerk told me that there were no rooms available.
I assured him that I had made a reservation but he kept repeating "no rooms". com for a refund. I called immediately and was told by the off-shore call center - that it was a non-refundable reservation and there was nothing that she could do.
I called back 4 days later. They assured me that I would receive a refund shortly. I called back one week later. Still nothing. This time the call center said that she saw no notes about previous calls in their system.
com basically stole over $200 from me and it will cost me much more to try to get them to give it back.…
I have complained about Silver Seas hotel having no pool. This is false advertising. com virtual agent can't help me. com. poor service
We have had a really awful and unacceptable nights stay at the Milton Hill House Hotel; a wedding was taking place and the guests kept us awake until 3.30am. Myself and many other guests complained to the hotel staff, who said we should get a full refund and to contact yourselves re this.
I appreciate your time spent dealing with my above request.
Kind regards Trevor Westley
com coupon worth $1869 for 2 rooms for 4 nights made in July 2020 at Hotel Claridge in Paris which was cancelled by the hotel due to Covid19. My booking # is 9206225456386. The coupon code sent to me is GWCENNDZKC.
I tried to make the reservation at the same hotel for 2 rooms and 4 nights on your website for July 22 to July 26th but was not able to use the amount for 2 rooms. I get a message saying I can only use this for ONE room.
I have talked to 3 customer service reps since June 12th and was told that my issue has been escalated to higher level and I will be getting an email on how to resolve this. As of now I have not had any responses. This is appalling.
com for the past 10-15 years and I expect a response at your earliest as I am planning to be in Paris on July 22-26th. Sincerely…
I have called your customer service line about a cancellation five times your virtual assistant says I will get a callback. I get a call back and I am to press one for a cancellation. Does not understand press one again does not understand press one again sorry you have been no response and they hang up on me.
This is the worst I have ever dealt with in all of my travels.
I booked a room, checked in and it was horendous. Holes in the wall, burn marks on floor, mold in bathroom, mold on chairs, dust and mold in AC wall unit along with beads to try and cover the moldy smell, then we got locked in our room.
The door wouldn't open and was stuck. Someone had to kick the door in (from the outside) to let us out. Front Desk said they would send someone over but no one came for over 30 minutes. We were there for a max of 45 minutes from check in, to telling the front desk we were leaving.
com several times and not getting anywhere and keep being told someone will call me back but they do not.
I had to cancel my reservation due to not being able to get on my flight (fever); the Goodland Fort Lauderdale charged me the full amount. When I called Hotels about it, they would not contact the property for me, they were extremely short with me and would not let me speak to a manager.
I now have to wait maybe a week or more to receive a "refund" on something I should have never been charged. I used Hotels dot com so much and I will likely never use again. Terrible experience.
com customer. I recently booked another hotel on your website (#: 9192570239374), and I am very unhappy and frustrated because of the recent customer service experience. Among many other concerns and unprofessional treatment I received, here are some of the main issues I'd like to present at this moment.
1) When I was trying to reserve a hotel on your website, I used a coupon. The website never notified me as a user that if I used a coupon I'd lose the redeemable stamps for those 6 nights that I was trying to book.
If I knew that I would not use a coupon since I really needed those stamps for another vacation this year (for fall, 2021). Instead of warning, your website kept pushing to book the hotel and persistently advertising…
I asked for June 19-20 and when I reserved it switched it to 20-21. The website then took my money would not let me change dates forcing me to cancel a non refundable room and now I can not get a refund because the hotel could not change the reservation made thru a 3rd party vendor.
The confirmation SAID I could change and then the dates were blocked out so I could not physically change them. It's false advertising and a scam . Now I am out $115 for literally booking and cancelling in less then five min time.
00 a night. 00? Or cancel the whole reservation and recharge me at a higher amount. Ridiculous.
com. I never received a confirmation email, nor was it in my bookings on their website. I called and they assured me it had been booked. As it nears time for our trip I went back online and still no bookings were shown. Never received any emails.
Checked my credit card and I had been charged for the bookings. Spent 1 1/2 hours trying to get a live person on the phone but was unable to. Will never use this company again. Still trying to get information.
The hotel had bugs in the bathroom and burn holes in the sheets I checked in and checked out and went somewhere else the guy at the front desk said I needed to contact you for a refund he would note it.
My son and husband are in Cedar City for a big baseball tournament. They showed up to the hotel that I booked the reservation for Because it is a big weekend all hotels are full. The hotel had no options to help them. I called Hotels.com to get assistance and was hit with a 1 hour wait time (which btw ended up actually being 2 hours) Had I waited for your agent to get back with me, in the mean time, my husband and son are stranded with no place to stay at 7pm the night before a big game.
So I booked the only option I could find, also on hotels.com. This new reservation is costing me $570 vs the $241 I was paying for the reservation I made a month ago. And it doesn't even have all the amenities you advertised the room to have.
To say I'm upset is an understatement.
When an agent from…
Booked at extended stay America next to PHL because they said they have a shuttle! Turns out they have no shuttle!!! Room smells like smoke!
Absolutely no way to contact hotels.com! Never use this app! I’m deleting it off my phone! Use hotels tonight instead!
com Just cut you off on chats,I'm trying to resolve a refund issue but can't get in touch with anyone. I have emails from a hotel that we booked in Rome saying they are closed now for refurbishments the dates we were meant to go.
com so why are we still waiting for them to get ok from hotel. This is a typical large company that has no customer care.
00 ea. 00. This purchase was completed at the Target store in Encinitas California during August 2020. I was given these cards as a gift on the occasion of my retirement (August21,2020). We attempted to use the cards today and after several calls were told that we needed to have all 6 transferred to one card.
We did so, we then attempted to use them on line via you website, we could not find any place where the number from the card could be input. There was a “Step1 Step 2 Step3 page instructing you to put the number in, in the box provided.
The page had no box in which to input the number. After several calls and one wait of 1 hour 45 minutes, the representative immediately transferred me back to the queue. I called the 1 469 335 1000 number for customer complaint and it ring once then…
ABSOLUTE WORST CUSTOMER SERVICE! I have spent 4 hours on hold and gotten disconnected over & over. I have tried numerous times to correct my email address on their website and it does not work. I am just livid! I cannot even cancel without a confirmation number which I have not received because they have the wrong email address. A total nightmare
Worst service l have had with your company l have booked many a times this time trying to book with an agent & keep getting the virtual voice message l booked with you & after all the time l was on the phone l cancelled it & will go with another company will not recommend you to family or friends where have all the live agents gone
Dear Mr. President,
This letter shall serve as a written complaint and demand for a refund. On June 9, 2021, I made a reservation to the Motel 6 Houston, TX - Medical Center/NRG Stadium at 3223 South Loop W., Houston, Texas 77025. Upon my attempt to check in, Motel 6 would not check me in. I presented to them my temporary driver's license issued by Texas DPS as I had recently lost my wallet and purchased a replacement driver's license. Not only that, but I presented a photo of the lost driver's license (front and back). Motel 6 stated that they can't check me in because although they could verify it was, in fact, me they need to take a photo of my driver's license and my photo along with my temporary driver's license (in paper form from Tx DPS) was not enough. So Motel 6 informed that I…
The Super 8 by Wyndham was the filthiest hotel I’ve ever stayed in. I’ve sent a letter to Mr. Litman, MrPeter Kern and Mr. Ballotti on May 24, along with a detailed description of the property and pictures. Have yet to hear back. I’m rEquesting.
Full refund for my stay on May 7-8, $811.
DON’T. Absolutely horrible. Carpet was filthy. Bathroom so small in order to close the door you either stand on the toilet or in the tub. Blankets had burn holes in them. The only nice thing was the pool and I didn’t use it.
I ordered a room with accommodations taking my wife there after a heart surgery rather than immediately home. We wanted to provide skill in a "suite" environment. I ordered from Homewood Suites and had ticked five of six relevant "accommodation" boxes, such as needs ADA shower.
That's so you have no lip to go over. com sold me the room after I made my requests leading me to believe they had been honored. I arrived at the hotel to find the room did not have a single accommodation.
I ended up taking the room out of sheer frustration (and pre-pay). com makes it almost impossible to talk to them. Their chat function never works. There is absolutely no way to get through their phone system to get to a live person.
I love how they give you 30 seconds to find and enter your nine-digit…
We booked a hotel with you on 6/6/2021 and it was at the best western hotel it was the last room available and when we got to the room the mattress was filthy it had blood and all kinds of stains on it we paid over$151.00 for what was supposed to be a7.8 hotel we also were supposed to get breakfast for two whitch we never got no breakfast was available i have pictures of the mattress but can't upload
I made reservations for Virginia Beach next week. I found disturbing reviews about the hotel. I contacted one of your representatives about a cancellation. I was asked, I responded yes if there is a refund. Next thing I knew it was cancelled then notified no refund. That was totally misunderstood.
I do not want to cancel. I have attempted further contacts without results. The hotel is willing to work out a reinstatement of reservation. Conf# 9187503644708.