ComplaintsforHotels.com

Name: Hotels.com
Address: 5400 LBJ Fwy Ste 500, Dallas, TX, 75240-1019, USA
Telephone: (800) 246-8357

Hotel Reservation

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Additional Complaint Information

Customer Complaint:

Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

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Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a room through hotels. Com last week for the weekend. After confirming the room I immediately noticed that I had accidentally booked the day after I needed the room and reached out asking to move the day via chat. The representative told me not to worry and he would reach out to request the date changed. He cancelled my room which resulted in a charge for the full night I did not use the service and forcing me to pay for the room on the correct day through the hotel. The transaction processed for ****** for the day I did not use. It is wrong to charge someone in full for a good or service they did not use. I would like my money back in full and hotels. Come is refusing stating it is the hotels policy while the hotel is saying it is hotels.com policy. Since the transaction is from hotels.com, I wish my funds back from them.
Business response
04/23/2024
April 23, 2024

Better Business Bureau
******, **
Complaint Department

RE: Hotels.com case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from ************************* (BBB case number ********) regarding hotel booking.

Our records indicate that on April 17, 2024, ************** booked a pay-now hotel reservation at *******************************, an IHG Hotel, from April 21, 2024, until April 22, 2024, under itinerary **************. We understand that she has requested a refund.

We are sorry for any disappointment this may have caused to **************. Upon researching we found that She contacted our front-line team to change the booking date or get a full refund. Our team contacted with hotel on her behalf to seek an exception. Unfortunately, the hotel denied the refund and changes, which means they decided to stick to their original non-refundable policy.

Furthermore, according to our records, on April 19, 2024, our team informed ************** via email that refunds or changes would not be possible and left the booking as it was booked. Subsequently, we did not hear from **************, also she did not check in to the hotel, therefore, the hotel marked her no-show.

We understand the reservation was booked for the wrong dates, moreover, we tried our best to assist ************** on that. Expedia serves as a third-party intermediary for our travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***********************
Global Traveler Resolutions Team

Customer response
04/23/2024
I am rejecting this response because: I clearly stated in a timely manner that I would not be using the reservation for that date and charging someone for a good or service not used, and informing them that they were not going to use it because the date was incorrect is erroneous and wrong. I demand my funds back and never received a response from the vendor and after contacting the hotel they stated they cannot assist as hotels.com is the responsible party for the transaction. I am requesting again, my funds be immediately returned.
Business response
04/23/2024
April 24, 2024,

Better Business Bureau
******, **
Complaint Department

RE: Hotels.com case # ********

Thank you for forwarding the consumer rebuttal from ************************* (BBB case number ********). We regret to hear ************** did not accept our resolution offered.

We reviewed the information provided by ************** and our records indicate that *******************************, an IHG Hotel was booked under a non-refundable cancellation policy, like we mentioned in our previous response, we contacted with hotel to seek an exception. Unfortunately, the hotel denied the refund and changes, which means they decided to stick to their original non-refundable policy. However, hotel reservation terms and conditions were advised to ************** at the time of booking, and accordingly, She booked the hotel reservation.

We understand this may be disappointing for **************. Unfortunately according to the hotel policy refund is not possible.

Furthermore, we just want to inform ************** that Hotels.com serves as a third-party partner with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

***********************
Global Traveler Resolutions Team

Customer response
04/23/2024
I am rejecting this response because: The entity that took the payment for the transaction is hotels.com. Hotels.com is therefore responsible for returning the payment for a good that was not used and were notified was not going to be used. I am again, demanding my funds be immediately returned to me. This is theft.
Business response
05/16/2024
May 16, 2024
Better Business Bureau
******, **
Complaint Department

RE: Hotels.com case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ************************* (BBB case number ********). We regret to hear ************** did not accept our resolution offered.

We reviewed the information provided by ************** and our records indicate that she has booked a non-refundable hotel reservation. We contacted the hotel on her behalf to seek an exception. Unfortunately, the hotel denied the refund.

Like we mentioned in our previous response Hotels.com serves as the intermediary for our travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providers.

We understand this may be disappointing for ************** but, regrettably, we will not be able to review this matter any further as the hotel's position on this matter is quite firm.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***********************
Global Traveler Resolution Team

Customer response
05/16/2024
I am rejecting this response because: The proposed exception request was actually a cancellation request. I ended up spending another $181 to have a room on the correct day directly from the hotel because what the two requested was a cancellation thus making the contract null and void. The only resolution is to return funds taken from my account in exchange for a good out service that I did not receive from this company.
Business response
05/16/2024
May 16, 2024

Better Business Bureau
******, **
Complaint Department

RE: Hotels.com case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ************************* (BBB case number ********). We regret to hear ************** did not accept our resolution offered.

We reviewed the information provided by ************** and contacted the hotel, we informed them that ************** had booked another reservation directly with them, and based on this we requested a refund exception again, and this time we have secured the refund from them. We have processed the refund of USD ****** to ****************** original form of payment, a **** Card XXXX-1057. She will get the refund within 7-10 business days.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,

***********************
Global Traveler Resolution Team
Initial Complaint
04/21/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The entire hotel property, and especially the room, were in unsafe and unsanitary condition. Toilet has caked on urine all over, the ac/heater vents and grate were covered with mold and dust. The furniture was stained with bodily fluids and other substances. The ** had something splattered across the screen. The cabinets were chewed by rodents inside and some droppings were present. The sheets were not changed and had hair between them. A dumpster was against my window (broken window wouldn't close). Bedbugs and/or fleas. I had bites on my ankles, wrist, and forearm. There were old mattresses scattered around the exterior property. No heat during the night. I brought all of this to the hotel managers attention and he didn't care. He became combative when I said I would be reporting this to the health ***** Hotels.com failed to hold this property owner accountable when notified of the issue and sufficient evidence was produced by me.
Customer response
04/22/2024
Date of stay was April 7-8, 2024.
Business response
04/23/2024
April 23, 2024

Better Business Bureau
******, *******;

Complaint Department

RE: Hotels.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from ************************* (BBB case number ********) regarding a hotel reservation.

Our records indicates that ************************* booked a hotel stay at *********** for one night, checking-in on 0 7 Apr 2024, under Itinerary number 72797649807489.

Upon reviewing the booking history, we found that our frontline team has already contacted the hotel partner seeking authorization to process full refund against the booking considering the issues highlighted by ************************* but I am sorry to inform that the hotel denied offering any refund.

I am happy to inform that Hotels.com has decided to process full refund instead. A full refund of $94.04 has been processed towards the card ending in 7504, that was used while booking and the funds will reflect in the account within 5-7 business days.

Further we have added One Key Cash worth $25 to the hotels.com account of ************************* as $1.50 One Key cash was used partially to pay for the booking.

We request ************************* to refer to the website for terms and conditions associated with one Key Cash.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
***************************
Global Traveler Resolutions Team
Customer response
04/30/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Canceled a hotel stay before the deadline. They did not refund me my money paid for the hotel room
Business response
04/22/2024
April 23, 2024

Better Business Bureau
******, **

Complaint Department

RE: Hotels.com Case # ********

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from Ms. ********************* (BBB case number ********) regarding a hotel reservation.

We understand that Ms. ********************* is expecting full refund against a cancelled hotel stay.

Our records indicate that Ms. ********************* booked a hotel stay at ****************************, an IHG Hotel for one night, scheduled to check-in on 17 Feb 2024, under Itinerary number ************** and paid $190.02.

Upon further research, we found that the said reservation was never cancelled, hence no refund was initiated. We respectfully request Ms. ********************* to share the cancellation confirmation so that we could validate it with our records to see possibility of any technical issue occurred, if cancellation was attempted by Ms. ******************************** also request Ms. ********************* to advise if cancellation was attempted over the website or she contacted our frontline team to get the booking cancelled.

Unfortunately as of now, we would not be able to offer any refund as the booking was active and never cancelled.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Regards,
***************************
Global Traveler Resolutions Team
Initial Complaint
04/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hotels.con itinerary number ************** is what I am disputing. My name is *********************** and this is in regards to the stay I had reserved for ****** at the microtel on ************* in *********, **. I've been unable to resolve via phone contact with hotels.com yet as they've been unable to contact the hotel via phone which I am not surprised about. To sum up my issues, I arrived at the property around 7pm on check-in date of ******. I was given room 318. The hallway was filthy, the fire extinguishers even had trash in them, were unusable even if needed. The man next to me at check in was asking if he could get a discount. The lady asked him what he did for work he said he worked in recycling. He was wearing a garbage suit and came in a garbage truck! I work in Law Enforcement, was not entitled to anything and couldn't even get a hotel person to speak English and understand my concerns. I left the property early morning, not being able to sleep, the baby shouting a room or two over, TV remote that didn't work, the dirty tissues, the ************************* the elevator with my son. Just some of our complaints and I would like a refund for the stay. I'm not sure what the amount I was charged was for as I was not given a receipt, nor anything to sign or initial like most hotels make guests do. Whatever that amount was is the refund I would like back to original payment method, **** ending in 8941.
Business response
04/24/2024
24 April 2024
Better Business Bureau
******, *******;
Complaint Department
RE: Expedia Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Mr. *************************** (BBB case number ********) regarding a hotel reservation.

Our records indicate that *********** booked a hotel reservation with Microtel Inn by **********************************************************. We understand ************ is requesting a refund regarding his hotel reservation due to an issue he faced during his stay.

Upon review, we have checked the details and tried to contact the hotel to check for a refund as an exception. However, we didn't get a positive response to the refund request, but they have confirmed that the amount of ***** USD was refunded back to the traveler as it was charged for the deposit, and it will reflect back to his **** Card ending with XXXX-8941 within 7 to 10 business days.

Furthermore, considering the hassle ************ had faced during his stay, we have already compensated and added the OneKeyCash worth ****** USD to his Hotels.com account registered under ********************* which can be used on future prepaid hotel & car reservations. Further details related to the one-key terms & conditions can be found under his account.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***********************
Global Traveler Resolutions Team
Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We made a reservation thru Hotels.com. The reservations allowed for cancellations within a certain timeframe. We were unable to use one of our hotel nights and were well within our timeframe of the cancellation policy. Hotels.com gave us the complete run around to remove the one hotel night and insisted that they needed to cancel the reservation and rebook us a new reservation. At that point the reservation for (3) days was going to be the same as our reservation for (4) days!!! I have never experienced such an unprofessional company. They said they called the hotel, the hotel told them to call reservations, reservations told them to call the front desk, the front desk told them to call reservations...and on and on and on. We spent over an hour on the phone and never got our booking resolved. Our reservation was for an iPrefer hotel that is an outstanding property. This should not have been that difficult and our price should not have increased by dropping a day! We cancelled our reservation entirely and ended up booking thru the hotel at the hotel because the customer service is "World's Apart" compared to Hotels.com. We feel we should be reimbursed for the difference between what our original stay was booked for and the new amount that we were forced to pay for less nights. (1200-900=300)
Business response
04/25/2024
April 25, 2024
Better Business Bureau
******, **
Complaint Department

RE: Hotels.com Case ******** / BBB case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from ****************************** (BBB case number ********) related to reimbursement because she was unable to shorten her trip, which led her to cancel the reservation and book another reservation on a higher price directly with the hotel.

We understand ***************** contacted our frontline for help but didnt get a satisfactory response. Moreover, we would like to highlight that, our frontline indeed tried to change the reservation, however was unable to do so because of the no availability for the requested dates. Furthermore, there is no such process to manually remove one night from the reservation, due to which, frontline was unable to help *****************.

We found the cancelation was done by Mrs. ******************* she was unable to shorten her trip. Since the reservation was a pay later inventory and ***************** was not charged for the reservation, a refund or compensation is not feasible in this case.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Expedia Group

Customer response
04/25/2024
I am rejecting this response because: My time and effort should be valued by the company. When you reserve a reservation and select the one that offers a "cancellation" policy. You should be entitled to cancel one of your days or adjust the reservation without having to make a new reservation. We were NOT adding, we were REMOVING a day. Therefore, it is false for them to say that they were unable to ***** the request! The rooms were already reserved and held in our name. I was NOT asking them to add a date to a SOLD OUT hotel.
I feel there response is generic and is inconsistent with how we were treated and initially handled. There needs to be a warning in place that the reservations they offer are really NOT able to be canceled. It is misleading and false advertising on their part. As a company they need to do better and be more transparent.
Sincerley
*************************
Business response
04/25/2024

April 25, 2024
Better Business Bureau
******, **
Complaint Department

RE: Hotels.com Case ******** / BBB case 21600807

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ****************************** (BBB case number 21600807). We regret to hear ***************** did not accept our resolution offered.

We understand ***************** wanted to reduce one night, however, due to the prices being dynamic which can change if we proceed with the changes, removing one night from the reservation wasnt possible manually. Therefore, in order to make changes, hotel must provide availability for the dates the traveler wants to select. However in this case due to no availability, frontline team was unable to proceed with the changes.

Our frontline team also contacted the hotel to change the dates from their end, however was denied due to no availability and tool limitations. Furthermore, a refund/compensation is not possible in this instance considering the reservation was voluntarily canceled by *****************. Additionally, please consider this our final resolution in this case.

We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Expedia Group
Initial Complaint
04/19/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Feb 12, 2024 - Feb 14, 2024 TownePlace Suites *********** Near ******** Hotel Stay Hotel had equipment that was not working in the fitness center. I requested a reduction in my room rate because the room rate included functioning fitness center equipment. Art, the front desk person at ************ indicated he could get me credit for that issue and when I asked for a receipt the amount due was zero but then the credit card I use showed they charged me full price. It is not right for a business to charge a room rate that includes certain goods and services and then they do not fix the problem or reduce the rate when notified. Please contact me via email. Thanks
Business response
04/27/2024
27 April 2024
Better Business Bureau

******, ****** &******************
Complaint Department

RE: Hotels.com/Case ***********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from *********************************** (BBB case number ********) regarding the refund as the car vendor denied providing the car rental.

We are sorry for the hassle caused to ***********************************.

We have tried contacting the hotel to check an exception for the refund, unfortunately, we did not receive any favorable response by them. Please be informed that we have shared the feedback with the hotel and will make sure that it wont be repeated again in the future. Considering **************************** loyalty, we have added a ***** USD coupon under her registered account. The coupon is valid until 27 April 2025 and can be applied on prepaid hotel reservation.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a room using the service provided by Hotels.com. Once I arrived at the hotel, I was informed by front desk that there's a system was down and they were unable to check me in, and there was nothing they could do. Once I contacted Hotels.com, they themselves try to contact front desk and said that they were unable to help get me checked in and would see a refund from manage. After only one day and one attempt they told me management never returned their call and they regret to inform me that they were unable to get me a refund or provide credit with them for another booking. So I just got robbed for over $200. This is ridiculous and appears to be illegal!
Business response
04/19/2024
19 April 2024

Better Business Bureau

******, ****** & ******************
Complaint Department

RE: Expedia.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Expedia.com is responding to the consumer complaint from *********************; (BBB case number ********) regarding a hotel booking. We understand **** is requesting refund.

Upon further research, we are unable to locate an itinerary related to ****'s complaint. We respectfully request that **** provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address ****'s concerns.

If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Ashish
Corporate Correspondence Team
Customer response
04/23/2024
They asked me for additional information which I had already sent a picture of but here it is in text..

Booking website: Hotels.com
Email Used: *********************
Confirmation number: 72805211391678
Customer response
04/23/2024
I have included that information in photos and also my email address is listed in this post. I'll write it in text below but this really shows the amount of effort the company is showing to make this situation right!
HOTEL WAS BOOKED THROUGH website - HOTELS.COM
Email Used - *********************
itinerary: 72805211391678

Business response
05/02/2024
02 May 2024

Better Business Bureau

******, *******;
Complaint Department

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from *********************; (BBB case number 21595808 ) regarding hotel booking.

As of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate reply. We respectfully request additional time from the BBB as further research is needed for this case.

Sincerely,
Ashish
Corporate Correspondence Team
Business response
05/08/2024
07 May 2024

Better Business Bureau

******, **
Complaint Department

RE: Hotels.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from ********************* (BBB case number ********) regarding a hotel booking.

Our records reflect hotel booking with Mission View Inn & Suites ************************* under itinerary number 72805211391678,from 13 April 2024 to 14 April 2024. We understand **** is requesting for refund.

Upon receiving complaint, we checked with hotel, they advised us that there was no technical issue with their systems on date of check-in.

They didn't receive any communication from **** before 20th April and charged for no-show.

Hence any refund on this booking will not be possible.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
***********************
Global Customer Resolutions Team
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 03/18/24 I made 2 reservations with Hotels.com at Dolce Vita Caribe B&B: 1) Hotels.com Itinerary #**************, Check-In 07/09/24, Check-Out 07/13/24, Cost $1,449.58 2) Hotels.com Itinerary #**************, Check-In 07/13/24, Check-Out 07/17/24, Cost $1,449.58 Both were paid with Hotels.com gift cards. They are 2 reservations (instead of 1) because Hotels.com only allows one gift card to be used per reservation while at the same time does not allow gift cards to exceed $2,000 in balance. I learned this from customer service call center and after many attempts figuring out how to reach someone (************ works while ************ never does). After making the reservation on 03/18, I could not access the details of any of the reservations when I clicked on the links provided by Hotels.com confirmation emails. I tried from my phone app and my computer. I tried the next day again, with same results (see attached screenshots). On 03/19, in less than 24 hours, I called Hotels.com to cancel the 2 reservations. After reaching a rep., he tells me that they could only reimburse 50% of each reservation because of hotel policy, but that they could make a Special Request ticket where they would contact the reservation place directly for full refund. In the meantime Hotels.com reimbursed me half the amount via gift cards. I called the hotel directly (Dolce Vita Caribe B&B) at the phone number on the Hotels.com reservation confirmation email (*************). They answered and told me that they would fully reimburse because the penalty applies when cancelling less than 30 days of the reservation date (not my case). I have then contacted Hotels.com several times via phone & email. Their response always is that they have never been able to reach the hotel. On the other hand the hotel has always replied to me via email (************************). Interestingly, they tell me that they have never received any notification from Hotels.com (see attachment).
Business response
04/23/2024
April 23, 2024

Better Business Bureau
Hotels.com - Dallas, TX
Complaint Department

RE: Hotels.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from Mr. ***** ******** (BBB case number ********) regarding refund of the cancellation charges for his hotel bookings.

Our records indicate that Mr. ***** ******** has made two bookings for Dolce Vita Caribe B&B, Playa del Carmen under Itinerary No. - ************** and ************** on March 18,2024 and made two separate payments of 1449.58 USD each using Hotels.com gift card. We understand Mr. ***** ******** is requesting a refund of the cancellation charges.
According to our investigation, Mr. ***** ******** called to cancel both the reservations on March 19,2024 and he was informed that as per the hotel policy he will be charged 50% of the total booking amount as cancellation charges. We tried to reach the hotel for a waiver, but we were unable to establish any contact with the property. Subsequently 50% of the total booking amount accounting to 1449.58 USD were refunded to Mr. ******** through two separate Hotels.com gift card of 724.79 USD each. Mr. ******** would have received the details of new gift card on his registered email.
As we were unable to contact the hotel over the phone, we sent an email to request for a waiver for the cancellation charges. The hotel property has agreed to waive off the cancellation charges, so we are refunding the balance amount of 1449.58 USD via hotels.com gift card which will done in two equal transactions of 724.79 USD each. The details of the new gift cards will be emailed to Mr. ********** registered email address.
We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sumit
Global Traveler Resolutions Team
Customer response
04/24/2024
I have reviewed the business’ response and accept this resolution.
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a reservation for my ***************************** a hotel by the hospital so he didnt have to travel back and forth daily. I booked 2 nights at a hotel. Upon arrival my father was turned away because his address on license was within 60 miles of the **********************. They refused to let him stay in the room he paid for and refused to give refund. Hotels.com refused to refund the amount of $141.23. Taking advantage of the elderly. Unbelievably sickening.
Business response
04/18/2024
18.APR.2024

Better Business Bureau
******, ****** & ******************
Complaint Department

RE: Expedia.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Expedia is responding to the consumer complaint from Ms. ***************************** (BBB case number ********) regarding hotel booking under itinerary number 72806575589645.

Our records reflects that **************** made a booking through Expedia for her father for two nights, who visited a hospital for his checkup close to the hotel. The hotel was booked so the traveler can rest and go to the hospital next day instead of travelling too long. But the hotel denied stating that the travelers address is only about 60 miles away from the hotel. We understand it would have been really upsetting and we are sorry for all the trouble.

We have tried to get an exception for multiple times but it was denied. Since the traveler is one of our precious member, we have come to a conclusion to refund the traveler, a full amount of ****** USD to ******************** ending **** card ending with XXXX-6014 and as a compensation and we have also added 40 One Key Cash to the account worth 40 USD. The details on One Key Cash can be found here:
**************************************************************************.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions regarding this matter, please feel free to contact us.

Sincerely,
*************************
Global Traveler Resolutions Team
Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2023, hotels.com merged with expedia and switched its loyalty program from reward nights earned on stays, to OneKey points. At the time of the switch, I had accumulated 2 free nights for stays, which were then unusable. Between this time and now, April 2024, hotels.com restarted its reward nights program, and I was NOT notified by reward nights were back. Also, in restarting the program, they did not reset the expiry, and my reward nights expired. I called and spoke with manager *********************, incident number ********* and he refused to assist me in any way and told me the nights were expired. I want my nights back, as I utilized their booking services for thousands of hotel bills in order to get this reward.
Business response
04/22/2024
April 22, 2024

Better Business Bureau
******, **
Complaint Department

RE: Hotels.com Case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Hotels.com is responding to the consumer complaint from ***************************** (BBB case number 21587852)regarding reward nights.

Our records reflect ***************************** had two reward nights which expired on April 5, 2024. We understand **************** is requesting his reward nights to be reinstated.

As per our investigation, we can confirm that **************************** has an account with ********************** and his preferred point of sale is ******. Hotels.com do not offer OneKey Cash for ****** point of sale.The reward nights and loyalty stamps earned on hotels.com expires after ************************************ the account. Due to which the reward nights in Mr. ******************** account expired on April 5, 2024.

As a onetime exception, we have added 2 reward nights of value ****** CAD and ****** CAD in Mr. ******************** account.To keep stamps from expiring, **************** must collect stamps or complete a stay on a redemption booking once every 12 months. More details on reward nights can be found on the account. For terms and conditions of loyalty stamps and reward nights, kindly refer to **************************************************************

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sumit
Global Traveler Resolutions Team
Customer response
04/22/2024
I have reviewed the business response and accept this resolution.

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