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In anticipation of my Daughters's graduation from the University of Pennsylvania I made a reservation on 5/15/2022 with Hotels.com to stay a Niche 5/13/-5/14/2023. I received several confirmations and itineraries only to find out that Hotels.com never booked my stay even though they were paid a year in advance. Hotels.com ruined what was to be a most joyous family celebration! Never again!!!
We have stayed here a couple of times a year for years now. But this year when we checked in, we had 2 rooms booked through a scam. So the hotel employee told us that several people had the same problem and she would cancel one of them. Well, 4 months later we get charged back for the room. I made several attempts to get this money back from the hotel, even suggested they give us a credit, because we stay there so much. But they say they talked to their employee and she said she checked us into 2 rooms and gave us the keys. That's a lie and we only got one bill from them upon checkout. But what amazes me is they are willing to lose a faithful customer over a $1000. Final thought, I'm a pastor and they are calling me a liar, well I would not risk going to hell over $1000 lie. You need to check your employee's character.
I was hung up on 3 times and was told at the hotel that my 2 bed room I reserved was only 1 bed and that the description on hotels.com was incorrect and happens often. We had 4 people in the room and they said they had no other rooms available.
The hotels are nothing like the photos, to me that’s false advertisement, if they are gonna promote, support or advertise a hotel at least be honest. Twice me and my family experienced a filthy rodent hotel that looked like a crack house and we could not get a return neither did they try and transfer us to a better place they just wanted us to change rooms, we needed to get outta there ASAP.
I booked a 4 night stay at La Quinta Suites in NYC through Hotels.com. Checked in and stayed the first night with no issues, went into the city the next morning and when we came back there were signs on all the windows and doors saying "Hotel closed for emergency". The doors were open, we walked in and could not find any staff and the hotel looked abandoned but the lights were on. We went all over the hotel and found that all the rooms had their fridges and bedding removed and placed in the hallway. Our room remained untouched and we did not have money to go elsewhere so we stayed the night. The next morning we found the hallways cleaned out and signs put up about no weapons and no fire. There were security guards in the lobby who refused to tell us what was going on but did tell us the staff were all gone.
The following day the lobby was full of boxes of clothing and food and busses of families started to show up. We were able to find someone in the hotel who said they worked for the government and the hotel had a contract to house migrants and immigrants until they were moved elsewhere or deported. The gov rep said we should not be there and that we should never have been allowed to book there. I contacted hotels.com on 7 different occasions and they said they wouldn't refund me or do anything until the property answered their emails, which I kept telling them wouldn't happen because no one was working there. Hotels.com keep stating they won't do anything and the best they would do was a $75 coupon that expires in a year.
Properties are often not as shown. Even to the point of one (showing a nice house) was basically a plywood shack that didn’t even have a bathroom. Despite either having to use the restroom outside for several days or booking a room somewhere else (which we did) there is no refund. They don’t care if the renter posts false advertisement because it’s not on “them”. So complete random roll of the dice on what kind of dumpster fire you end up with. Even at 300 a night...
Hotels.com does not give you the cheapest rates. I've used them here and there for a few years. I recently made a reservation in Boston. I happened to be planning out the rest of my trip and seen an ad for another booking site. I thought I'll just check. As I thought, I found the room $100 cheaper than on Hotels.com. Shop around People! I also could not cancel my reservation of course. That was the very last time I will book on Hotels.com.
I booked a trip on Hotels.com. It was more than I wanted to pay, and included free cancellation until the day before the trip. Trip insurance was selected by default. I declined the trip insurance, entered my gift card and credit card, and paid. Then I got an email thanking me for purchasing trip insurance. I immediately contacted customer support, and after wasting at least 15 minutes, was informed that they could cancel the trip insurance but that I would not receive a refund. I informed them that this made no sense and that I would not be using Hotels.com in the future.
I spent all of contacting Hotels.com after a very very bad hotel experience that I was stuck at with my kids. I was told to book a different hotel and it would be taken care of later by the offline team. Their version of taking care of getting us switched to a safe hotel that met our needs and refunding the terrible hotel was offering a $37 voucher. I just spent about $300 to not stay at a hotel and $500 for a different hotel as it was Fri night already and everything was sold out. $37 does not even come close to taking care of $300. I am absolutely horrified. Per their advice I now have spent more than $800 for two nights in Yakima, WA!!!
My family and I booked a the hotel room on Hotels.com and it was the worst experience ever. Both hotels were not as advertised. But the hotel we had booked with hotels.com (Sleep Inn, Fort Mill SC) was the worst. There was a dirty used towel in the bathroom shower. The bathroom door was a slide door. It was jammed in the wall so the bathroom door would not close so we had no privacy. They were unable to change my room because the only room they had was on the 4th floor and the elevator wasn't working.
I contacted Hotels.com customer service. They were totally unsupported and basically told me they could not do anything to help us because the hotel manager wasn't in. I was told I was talking to the manager on shift with hotels.com. He was very rude and insensitive. He told me that they were no other managers that I could spoke to. He stated that he could only give a credit of $25 and was unwilling to help me find a different hotel. So we were to pay for another hotel somewhere else. I Will NEVER USE Hotels.com AGAIN. Please be careful book with Hotels.com.
Checked lots of sites and booked through Hotels.com. (I hadn’t booked with them in years and couldn’t recall the past experience.) The plans changed and I was unable to cancel or change my booking. And because I booked through this site instead of Marriott directly, I didn’t even get points. The savings was literally $20/night which I figured was better than nothing. It wasn’t in this case.
I made a reservation off of this website and the hotel was nothing like the photos on the site. Nothing on the site included. I could not stay at the dump of a hotel. Made reservations at another place, made a complaint and was never reimbursed or even reached out to. This company is a complete fraud. They will take your money and never even follow up. Absolute trash. Do yourself a favor and just do your own research.
I spoke to Bella from Hyatt Place Downtown St. Petersburg. She had indicated that the one night I am asking for a refund for (my kids are sick and aren't able to attend) would be refunded if I booked with them. She said I had to contact Hotels.com. I spoke with Hotels.com. I spoke with a supervisor named Chris who would not give his last name. He indicated he would not make any changes and would charge for the full stay. There were zero accommodations. Additionally he stated he was the only supervisor, would not connect me with anyone else. In the background there were multiple employees speaking.
I opened up my Hotels.com account and signed in. I purchased a two night stay for an employee of mine. I typed in and asked that the the receipt get sent to another email address. When I noticed after the rental that I did not earn any hotel points towards a night, I called in to Hotels.com and asked them to fix the mistake. They said even though I signed into my account that because I used another email address I would not get the points towards another night. I have always like Hotels.com and use them often. However this will change. Unfortunately, I have had to book another series of rooms for my teams. Once that is over I will be finding another service.
I needed a room for an event. Event venue was sold out. Found one nearby for $79/night, according to Hotels.com. I call the hotel directly, they say that price is only if you book online. Go to book only, price jumps to $113/night. Whatever. Book anyway. NOTHING on the site told me it was non-refundable, nor that there would be a $200 CASH deposit required at check-in. Then I find out how disgusting and horrible the place is. I tried to cancel within 24 hours, not allowed. Not to mention, I called the hotel, as well, with the same phone I booked with. Would ring endlessly, then disconnect. Twice.
So, used cell phone, they answered right away, and were rude from the start, and refused. Calls to Quality Inns corporate are no use, calls to Expedia are no use. Credit card company is disputing it, but it's already been charged to me, then rescinded, then re-charged to me. Card company is still disputing again, plus I have filed with the state attorney general's office. NEVER AGAIN!
I have used this company at least a dozen times without issue. I booked a room in Toronto at the Delta Marriott for a hair show for myself and my team and when the show was reschedule, I called 3 weeks ahead to tell them. I had to wait forever on hold...then had to be called back... then they told me my room had been approved to reschedule the dates to April 30.. even received a confirmation email. Fast forward to now...My show is in 2 weeks...I call to make sure things are good..and am told I don't have a reservation?? Hotels.com ** up my booking and stole my money!!! As a business owner myself I am absolutely appalled by the way they do business. It's sickening to know they stole my 544$ to pay for something I never used and now went to Priceline to book another room for the same event. I hope their company burns in hell.
I had to cancel a booking for a family emergency, and hotel/Hotels.com kept bouncing me back and forth. I understand the policy, but I book for my company through them and this company just lost an entire organization worth of business. Guest service goes a long way, and they could have made this right & refunded my remaining 5 days left on reservation. I'm personally out of pocket and very unhappy.
I have booked several trips in the past couple weeks. All the stamps never show, and when I called the guy on the other end was very rude. He transferred me to someone else who left me on hold and never returned my call. Do not leave any payment method saved, they were doublecharging me.
I was very disappointed to find that using Hotels.com disables your discounts. If you book through Hotels.com, you cannot use a Veteran discount, AARP/Senior discount or any other discount you may be used to receiving. I was told by Best Western that the only way to receive those discounts was to book directly through the hotel, since Hotels.com charges a fee to the hotels listed with them. For best prices, book direct!
I am very upset and disappointed with this situation. I accidentally booked a room around 7pm. I realized my mistake immediately and contacted Hotels.com and Quality Inn in Forsyth, Georgia within minutes to cancel. They denied my refund. They told me that I have to cancel before 6pm. I could understand this IF I made the booking and the room was held for me even for an hour or two but this was an immediate cancellation. That room was not even held for me for one second. Their decision to NOT refund my money is unacceptable. I will never use Hotel.com to book my hotel ever use again, nor will I ever use Quality Inn anywhere, ever again. Horrible customer service!! A VERY UNSATISFIED CUSTOMER!
I had a plane turn around in an emergency and take me back to Puerto Vallarta. I used the Hotels.com app to book a room. It confirmed and charged me for a room (at 11:30 pm) that required a 10 pm check-in. In other words, a room that was not available. I taxied to the hotel and was not allowed inside. I canceled the booking, and Hotels.com still charged me (without notification during cancellation). When I complained, they told me it was the hotel's responsibility to refund me and there is nothing they can do. Their app and service is Fraud. This is not a question of refund policy, this is their app being misconfigured to book unavailable rooms and their refusal to take responsibility for it. Shameful company.
Terrible, tricks people into booking wrong rooms and then tells them they can't stay there and can't cancel their reservation either. Phone service is flat out rude and trying to gaslight people into saying this is their own fault.
I checked into a hotel. It was dirty so I checked out. I talked to the front desk. They agreed to give it a full refund. Call Hotels.com. They said they needed to reach the front desk which they lie. They never called the front desk. I was standing at the front desk with the guy named David. They never called. Then they sent him a email. He replied to the email. They said they never got it. After hour and a 1/2 they said they was finishing up the refund and they will call me back in 10 minutes, they never did. So I called back 3 hours later.
They said they didn't have any information about my previous phone call earlier and the same process need to be done. They never knew anything about it. That they needed to call the front desk again and they need to get verification check out of this hotel around 8 o'clock. You didn't get a refund until about 12:31 AM that night after I told the agent that I was recording. The phone call from my own personal use to make sure they don't keep lying to me. I thought I told her that they gave me the refund.
I booked a hotel through them for the next day. We had an unexpected death in the family. I clicked the wrong dates out of confusion. But due to not buying insurance, they would not switch the reservation. They said they would have to charge me full price to switch even though I booked it a few minutes prior. God forbid you make a mistake in a stressful situation because they could careless and will still keep your money.
Can't sign in after 1st X.. Can't get assistance on the phone.. No phone number found.. Can't find the statement that's on all apps. Can't find the password.. or to reset your password. That's awful fishy to me
After a few contradictory emails, it appears Hotels.com did work with the hotel and arrange to rebook my reservation for a later date. However, my travel companions are still getting rejections on the basis they inquired too late, though I know they contacted Hotels.com before I did. Now, if we go in the fall, it looks like we'll be staying in different hotels, as I'm sure they won't want to patronize the place that already refused to refund/rebook. Partial victory?
Exasperating! We purchased travel insurance through Hotels.com months ago when making plans to travel to France. Due to the political turmoil we wanted to change our dates from spring-now-to the fall. There were protests, riots, violence, no fuel, no trains, etc. When we spoke directly with the hotel they were willing to make the change but said it must go through Hotels.com. Hotels.com said they must get the waiver from the hotel. Their customer service center is outside the US and it took so many calls to get them to understand the issues, we were past the intended check in date by the time they contacted the hotel. They refused to make the change by that point. Their travel insurance requires proof of cancellation to file a claim. So no recourse there. We’re out $600 and will never use Hotels.com again.
I have had Hotels.com for over 10 years and I’m a gold member and I just opened a credit card. Terrible customer service, couldn’t match couldn’t help and just told me I had to use a computer not phone well that doesn’t work traveling and on road. hung up on me. After I use my rewards I will get new credit card and just use hotel offers. Definitely not worth it. Work on customer service because you will lose customers.
I highly recommend no one to use this service. We booked a hotel on their site because the hotel listed stated it was pet friendly. We get to the hotel to find that they are in fact not pet friendly at all. Which is their right. However I can not sleep in a room when my pets would be force to stay in the car. I called Hotels.com to resolve the issue and was told by one person that it would be refunded only to have not be the case. I called again today to check to see if the money was refunded and the lady told so sorry but we can't do that. I highly recommend that no one uses hotels.com or Super 8 by Wyndham. They are both rip offs.
Went to cancel my hotel "the same night I booked it." They kept saying the hotel (Candlewood in Columbia, TN) is responsible for refund. The hotel says Hotels.com was responsible. After the fiasco, the deadline was breached by 45 min and they refused to refund my booking. I book many hotels a year and will not be using Hotels.com anymore. It's a GOTCHA company.
This is no longer a reputable co. Had trouble with a booking. Had to pay for 2 rooms I was unable to use. The Red Roof Inn refused to let my adult daughter check in they refused over the phone card info. The rating on the hotel was not accurate. When she pulled into the parking lot it appeared the clerk was in a car and acted weird when she entered the office. Hotels refused a refund. I have used them for years. Expedia has ruined a good customer service company. I will never book through them again. I spent several thousand dollars booking just in the past 2 years. You can't speak to anyone. Get the runaround.
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