ComplaintsforHotels.com

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am requesting the FULL REFUND for our booking a "******** ******" in Montreal Canda from July 4 - July 5 (merchant ID 345149, itinerary number **************) We booked for a 4:00 pm check-in (clearly stated in page one of attached). We arrived at 3:58 and waited for half an hour. The 'check-in' desk was a bar that was closed (hotel upstairs). Per the documents attached that spell out the terms of the booking, we were supposed to receive at least a number usable to access the hotel and our room. We never received that. We called Hotels.com and got the runaround - they themselves were unable to reach the 'hotel management' as we sat in the 95 degree Montreal heat on the sidewalk trying to get inside. I then opened a dispute with our credit card company, which hotels.com rejected (this is what is attached because it demonstrates the various inaccuracies in hotels.com's reasoning in not offering a refund). 'Non refundable' does not mean that the hotel can REFUSE TO PROVIDE THE SERVICE ADVERTISED, WHICH IS IS THE CASE HERE. The reservation was for 4:00. This is clear. The hotel was not open at 4:00, 4:30, or 4:45. Nobody at the hotel was reachable (by Hotel.com's own admission, see attached). Thus, what we reserved WAS NOT PROVIDED TO US - this is fraud. We are due a refund. To reiterate: - We COULD NOT stay at the hotel because our PLANS DEPENDED UPON THE TERMS ADVERTISED BY THE HOTEL IN THE BOOKING. - Yes, it says non-refundable. But again, the Hotel did not honor the terms of the booking. You cannot, for instance, advertise a 2-bedroom room then put people in a fruit cellar. This is essentially the same thing. We were not provided what was advertised. - The hotel provided fraudulent or incorrect information in the booking that made it impossible for us to stay with them or use their services; our trip was on a timetable and a 4:00 check in was necessary for us to complete our itinerary. Advertised service was not provided.

  

  Business response

  08/14/2024

  15 Aug 24
  
  Better Business Bureau
  Alaska, Oregon & Western Washington
  Complaint Department
  
  RE: BBB Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia group 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.
  
  Expedia is responding to the consumer complaint from ***** ***** for Itinerary(s) ************** regarding a refund request of her one night hotel stay at ******** ******.
  
  Ms. ***** claims that she was never sent a check In code to check in which is required for the check in as there is no front desk at this property.
  
  Upon receiving this complaint, we investigated on this and found that Ms. ***** was indeed never sent a check In code and that's why she couldn't check In. This could be possible because she booked the property at the same day of check-In. We reached out to property to the refund approval as the booking remained unused.
  
  Since the property approved this refund, we have refunded 104.13 USD back to her Amex card ending in ****. She can expect the funds to reflect in her account within 7 business days.
  
  Additionally, to compensate for the difficulties faced, we have added One Key Cash worth 50 USD to her account that can be used while booking future reservations with us. Further terms and conditions can be found at *************************************
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Tannu *****
  Global Traveler Resolutions Team

  Customer response

  08/19/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a stay at Courtyard by Marriott ******* ****** Airport through hotels.com for a stay before a flight on southwest. The stay was initially made for Sun, Jun 2(check-in)- Mon, Jun 3(check-out). Later, southwest made a change to my itinerary which subsequently made me make a change to my stay/vacation. I contacted hotels.com in attempt to switch my stay. They were able to contact courtyard and they agreed to switch the dates(see attached for email correspondence). Upon checking into the hotel, we were greated and given our room keys. Upon check-out, we were given the invoice for the room showing a $0.00 balance. After reaching or destination and making some purchases, I later checked my online credit-card portal and noticed a charge from the hotel for $94.45. I immediately called the hotel and asked for an explanation. I was told there was a rate change and I was charged accordingly. I contested the charge as I was never made aware of this. My credit information was given to hotels.com for the initial charge for the room. They were entrusted with this information for our agreeded upon fee/rate. As the email correspondence shows, no mention or invoice was given for a rate change. The hotel says that I need to speak with hotels.com for a refund. I contacted them again after another charge of $144.45 and was given the run-around and are not even relaying the correct information throughout there organization, as shown in email, saying I was asking for a refund for a canceled reservation. The BBB is my last hope to help recover these stolen funds. As the hotel never gave me another invoice showing these charges(see $0.00 balance invoice), one of these entities are responsible. Since my credit card info was only given to hotels.com, they are the responsible. My initial room fee was $229.13 and after the run-up of charges to $438.03 The difference needs to be returned back to my credit card company. And due to my immediate response, any interest charges as well.

  

  Business response

  06/25/2024

  June 25th, 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 ******* ******* (BBB case number ********) regarding hotel reservation booked with Courtyard by Marriott ******* ****** Airport under itinerary **************.
  
  I am sorry to hear about the issues ******* have encountered due to extra charges charged by the property please know I have coordinated with the hotel and I spoke to the manager Nicolle she confirmed she coordinated with the ******* and has initiated a refund to his card for extra charges.
  
  Nicolle also confirmed she had a conversation with ******* over call and issue was resolved. Considering the points ******* raised I have added a one key cash point for 75 USD as compensation. Please find below the link to one-key terms and conditions
  
  *************************************
  
  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.
  
  Thanks,
  Kazal *****
  Global Traveler Resolutions Team.
  
  

  Customer response

  06/26/2024

  I have reviewed the business’ response and accept this resolution. This is still a very disappointing and disheartening occurrence. To entrust a company with a credit card and for them to accept no responsibility when the entity they allow charge that customers card runs wild with 3 extra charges. 

  I will not ever use this service again, nor will i recommend them, or any entity they are accomplices too.

   

  With resentment, 

  *** **

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a hotel room a few weeks ago, through hotels.com and within that booking, I added a rental car. As I was trying to upload a picture of my license to the booking, the app appeared to freeze so I went “back” to try to do it again. This resulted in a double-booking of the same car. I contacted hotels.com (through chat - they do not give you any other way of dealing with customer service issues) within minutes of the double-booking, to correct it and more importantly, to avoid a cancellation fee. Since this happening, I have been bounced between hotels chat support and trying to contact the car rental partner they use (because hotels wouldn’t give me a contact at the car rental company, I had to track someone down there on my own). The car company responded to me saying this isn’t their issue and that it’s on hotels.com’s end. I believe this is correct because the double-booking charge that was charged to my credit card paid out to hotels.com (see attached screenshot of bank statement). Hotels continues to claim it’s the car rental company's problem and since they keep getting “no response” from the car rental partner, they can’t do anything about it. So basically, I’m out $400 because of a glitch in the app, unresponsive hotels.com chat help, and a bad relationship between hotels.com and their partner companies.

  

  Business response

  05/08/2024

  May 08, 2024 
  
  Better Business Bureau 
  Alaska, Oregon & Western Washington
  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 ****** ****** (BBB case number ********) regarding a rental car. We understand Ms. ****** is requesting a refund for $391.92. 
  
  Upon further research, we are unable to locate a Hotels.com account related to ******** complaint. We respectfully request that Ms. ****** provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address her concerns.
  
  If you have any further questions or concerns regarding this matter, please do not hesitate to contact us.
  
  Sincerely,
  ********
  Global Travel Resolutions Team

  Customer response

  05/10/2024

  I have reviewed the business’ response and accept this resolution. I'm attaching their response to me, to indicate that they already had this information and processed my refund (likely the same day they sent you their response, saying they needed more information), to go along with the chat thread I also attached to my initial complaint to you.  If only because if there are any other complaints like this, you will have more of a paper trail.  This business does not appear to have very good lines of communication and are all over the place, asking me for the same information time and again (because I keep getting passed to one customer service rep after another and am only allowed to use chat to speak with them).  They also have issues with their partnerships (Sixt car rental), so they might work on that as well.  I got my money back so I'm satisfied and thank you to the BBB but as far as how I feel about Hotels.com as a company and how they've treated me, I'm still not happy and they're losing a customer (and presumably anyone else I mention this to).  Thank you!

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩