Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel room on Hotels.com that was not supposed to be charged until I arrived on property on March *******, due to a conflict in scheduling, I needed to cancel the room in upon cancellation. I discovered I had already been charged after discussing with Hotels.com.They never would give an explanation on why I was charged and are telling me it might be two weeks before I get a refund they trying to tell me that the property is the one that placed the charge, but upon calling the hotel property, I was going to stay at they informed me they did not charge myself nor Hotels.com.

  

  Business Response

  Date: 03/30/2025

  30.March.2025
  
  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 hotel booking at ****************************
  
  Our records reflect that ***** ******* made a reservation for March 29, 2025, at a refundable room type with a pay-later booking. Sorry to hear that the charges deducted by the hotel have caused trouble.
  
  Please note that our frontline team coordinated with the hotel on March 29, 2025, and confirmed that the booking amount has been credited back to ***** Harvells original form of payment. The refund should be processed within 7 to 10 business days.
  
  I request ***** *******, to check with the bank for the statement. If theres any delay beyond the mentioned days, please reach out to us. As a third-party intermediary, we do not have access to the charge records, as the hotel processed these charges directly.
  
  
  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

  Date:03/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During our stay at ************* in ************* from Monday, September 23rd, to Friday, September 27th. we became aware that two separate bookings had been made for the same visitone directly through the hotels website and another via Hotels.com. Upon realizing this, I promptly communicated the matter in person, via email, and by phone with the hotel staff. However, despite my immediate efforts, the hotel did not cancel the duplicate reservation on Hotels.com. I had to cancel. The hotel has insisted on charging us a "no-show fee" of $1,680.78 (the entire stay) instead of one night (****** plus taxes and fees). According to the cancellation policies listed on both Hotels.com and the hotel's website cancellations made after September 20th or no-shows incur a one-night fee plus taxes and fees. However, we have been charged a total of $3,794.97, broken down as follows: $2,114.19 - our actual stay and $1,680.78 - duplicate reservation - Hotels.com.A typical no-show policy applies when a guest fails to check in without prior notification, resulting in a charge equivalent to one night's stay. The hotel's claim that it lost the opportunity to book the second room is inaccurate, as two employees we befriended confirmed the hotel was fully booked (for our entire stay) except the first night.Given the circumstances, I respectfully request that the duplicate, excessive charge be refunded in full. If the hotel insists on applying a fee, it should be limited to one night's stay (****** plus taxes and fees), in accordance with the stated policy.I trust that *************************** Collegiata, known for its integrity and commitment to guest satisfaction, will resolve this matter fairly and in good faith. Unfair commercial practices not only harm consumers but also impact Italys tourism reputation and economic contribution from international travelers.

  

  Business Response

  Date: 04/02/2025

  April 02, 2025
  
  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 traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Hotels.com is responding to the consumer complaint from Mr.****** ******* (BBB case number ********) regarding his hotel booking. Our records indicate that on 02nd May'24 Mr. ******* made a hotel stay for 5 nights at *************, starting from 23rd Sept24, itinerary reference **************. Post stay date, he contacted us complaining that his card was charge for this booking and believed he canceled it. The agents attempted to contact the property but did not get a favorable response.
  
  Upon receiving the query from BBB, we investigated the details and found that the booking was never canceled and as per property remarks Mr. ******* marked as a noshow. Although, we understand that even as per noshow policy, the property should only charge 1 night fee as penalty. We apologies Mr. ******* for the inconvenience and have processed the refund of 1204 EUR for the remaining nights to the original form of payment. The funds would reflect in the account within 7 to 10 business days.
  
  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 Answer

  Date: 04/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email AFTER expiry that my free reward night for a free hotel room ;after spending on 10 nights in hotels had expired. I have tried to phone every phone number online for this business to request an extension just 2 weeks after expiry since I did not receive an email reminding me it was going to expire but the phone system keeps repeating and not giving me a person to speak to. If you dont provide a reservation # as there is not one since it is not about a reservation, it hangs up. The only people I can get through to are Gift cards line and they keep telling me there is nothing they can do. I believe hotels.com purposefully changed their phone line so that you cannot get through to a person so they dont have to deal with providing the FALSELY ADVERTISED FREE HOTEL ROOM after I have spent upwards of $2000 minimum on hotel rooms through their app. I have been calling every day for two weeks and it keeps circling back to Enter Your Reaervation # and then hangs up. It does this whether I select options 1 through 5. I want a hotels.com manager to phone me and re-add my free hotel room and extend it since I was not given a reminder email (but lots of promo emails clogging up my email regularly to spend more money with them!)

  

  Business Response

  Date: 04/15/2025

  14 April 2025
  
  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 Ms. ******* *** (BBB case number ********) regarding an expired rewards night.
  
  Our records show that Ms. *** is a Hotels.com member registered with the email address ********************* She reached out to request the reinstatement of an expired rewards night, stating that she was not notified prior to its expiration.

  
  We understand and regret any inconvenience this situation may have caused Ms. **** However, we would like to clarify that, as per Hotels.com policy, travelers do not receive notifications reminding them of upcoming reward expirations. Reward nights are valid for 12 months, and if no activity occurs within that period, they automatically expire.

  
  After reviewing her account, we confirmed that one rewards night, valued at CAD ******, had expired. As a gesture of goodwill and a one-time exception, we have reactivated the rewards night and credited it back to Ms. **** Hotels.com 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

  Customer Answer

  Date: 04/16/2025

  I have reviewed the business response and accept this resolution. Thank you Hotels.com for adding my free hotel night back into my account. Thank you. 

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotels.com advertises hotel in ********, *****, has having a parking lot. I booked this hotel at a much higher rate than other hotels BECAUSE it was supposed to have a parking lot. Well, it didn't. Had I known, I would have booked another hotel. After over 40 emails with Hotels.com, they still refuse to aknowledge that they are 100% at fault, and to compensate me adequately for the mess with the hotel and their customer service. At some point they wrote that they granted me a 100 CHF coupon, that is nowhere to be found on my hotels.com account. The business practices of this company are a pure shame.

  

  Business Response

  Date: 04/02/2025

  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 to address the comments and concerns that have been brought to our attention. Hotels.com is disheartened that the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. 
  Hotels.com is responding to the consumer complaint from ********* *******-********** ,BBB case number ******** regarding a Hotel. We understand  ********* *******-********** is complaining about the incorrect Parking information and the handling of the case.  
  After further analysis of the traveler file and the available information, we verified that the hotel changed the parking information in February 2025. Given the fact that the traveler reservation was made in November 2024, the information was indeed inconsistent. For the above-mentioned reason, I inform you that I have honored the traveler request and refunded 25% of the reservation amount due to the incorrect parking information. 
  Regarding the fact that the traveler was unable to access the previously offered CHF 100 voucher. After verification, it appears that the voucher was visible and available on the traveler account. This voucher appeared available on our system until March 14, 2026. However, given the traveler inaccessibility to the voucher, I inform you that I have proceeded with a refund of the voucher amount and deactivated it on the traveler account. I therefore inform you that I have refunded CHF 242 (coupon + 25% of the reservation amount). This amount was credited to the payment card used for the purchase. The refund period is 7 to 10 business days. 
  Please also note that we have escalated this situation to the relevant department to verify the information regarding the hotel's available facilities and avoid similar situations in the future. 
  We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely, 
  
  Diana 
  Traveler Resolutions Team  
  Expedia Group 

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on hotels.com, I accidentally put in the wrong check in date, the very next day I tried to change my reservation. I have been lied to EVERY time I've tried to resolve this issue. Hotels.com claims the comfort suites refused to change my date or refund my money.

  

  Business Response

  Date: 03/29/2025

  March 29, 2025,
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  RE: Hotels.com reference number: 9582005
  
  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.
  
  We understand that Mr. ****** ****** is seeking a refund for an unused night in his past dated hotel reservation.
  
  Our records indicate that Mr. ****** booked a hotel reservation for 6 nights with Comfort Inn and Suites ******, ***************************************. The check-in was scheduled on March 15, 2025, and check-out on March 21, 2025.
  
  We understand Mr. ****** mistakenly chosen wrong travel dates while creating the reservation We would like to inform Mr. ****** that the booking was classified as both non-refundable and non-changeable, as per the terms and conditions agreed upon at the time of purchase.
  
  Upon receiving a request from ****** to amend the travel dates, our support agents reached out to the travel partner and made every effort to seek a waiver for the voluntary changes. Regrettably, despite our attempts, the travel partner was unable to provide a favorable response. As a travel company, Expedia is bound by the policies set by our travel partners and is unable to make exceptions to these terms.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team

  Customer Answer

  Date: 03/30/2025

  I am rejecting this response because:   they refuse to follow their own policies. I want a refund if $94

  

  Business Response

  Date: 04/03/2025

  April 03, 2025,
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  RE: Hotels.com reference number: 9582005
  
  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.
  
  We understand that Mr. ****** ****** is seeking a refund for an unused night in his past-dated hotel reservation.
  
  Our records indicate that Mr. ****** booked a hotel reservation for 6 nights with Comfort Inn and Suites ******, ******************************************************************************. The check-in was scheduled on March 15, 2025, and check-out on March 21, 2025.
  
  We would like to inform Mr. ****** that the booking was classified as both non-refundable and non-changeable, as per the terms and conditions agreed upon at the time of purchase. Therefore, Expedia, as a travel facilitator in this booking, is bound by the policies set by our travel partners and cannot make exceptions to these terms.
  
  We understand our response may not be more favorable to you, but this is the final resolution from Expedia. Were sorry for any disappointment caused as a result.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ******** ******
  Global Traveler Resolutions Team

  Customer Answer

  Date: 04/03/2025

  I am rejecting this response because:   

  If that is their policy, why did they attempt to contact the comfort suites to change my date? 

  Hotels are liars, and thieves.

  I should be entitled to a refund 

• Initial Complaint

  Date:03/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 22 we booked a three night stay at **************** in ******, ** for March *****, 26.Shortly after we made the booking, we decided we needed to change our dates because of weather conditions, and car issue. It was at that point that we found out it was a non refundable booking. We have never heard of such a thing. There were no flashing warning signs on the website, no bold print, nothing out of the ordinary booking which we have done many times before. So I thought surely they would issue a credit for booking on a different date, but they didnt offer that option ********* how does this different than holding from holding a gun to someones head and demanding money??? This is just as criminal, in my opinion.

  

  Business Response

  Date: 03/30/2025

  30th March 2025
  
  Better Business Bureau
  Hotels.com - ******,**
  
  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 their hotel reservation.
  
  Our records indicate that on 22nd Mar 2025, ***** made a hotel booking with **************** Sedona at ********* for the travel from 24th Mar 2025 to 27th Mar 2025 and then change it to 07th to 10th Apr 2025. I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues seriously.

  Upon checking our resources, I would like to inform them that the original booking policies were mentioned on the final payment page i.e., non-refundable.

  Also I have contacted the hotel on their behalf to request a refund and the hotel has confirmed about not charging any amount to the traveler. In this matter, they have advised the traveler to reach out to their financial institution.

  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,
  Sheetal
  Global Traveler Resolutions Team

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked Flats *************************************************************** website for March *****, 2025, booking #************** & paid $1008.44. I paid more for cancelation option. We checked into the apartment & had to change room because toilet couldn't flash. About 10:30pm, we found many bugs crawling around the apartment. We killed the bugs we saw, but many bugs just crawling into the wall and furniture. We picked up several bugs & took photos, then compared with bed bugs on web. The bugs we found in the room looked like bed bugs. This hotel has no staff during the night. So I called hotels.com. After explain the situation & emailed bug photos, hotels.com staff put me on hold & tried several times to call manager of this hotel but failed. Then he suggested us to booked another hotel ASAP. I found a hotel 12mins away & had room for 3 adults. I asked that staff to help me book the new hotel. He told me to book on Hotels.com website by myself. So I did & booking #************** & paid $1048.76. He said his colleague would call Flat Friends hotel the next morning, then hotels.com will call ****** will get full refund. We couldn't get an **** or taxi at midnight. We had to drag our luggage & walked 15mins in rain in an unfamiliar city. In the morning of 14th, nobody called me. So I called hotels.com & the staff said they called the hotel several times that morning but nobody answer. That hotel's staff kept email, text & called me. I was forced to talk to her. The receptionist denied any bugs in their ****************************** hotels.com never called them. I called hotels.com again & asked the staff to email the hotel. She said she would and assured me this issue will be resolved shortly. She said I would not need to do anything, just keep my cellphone on so they can call me. I did not get any call then on March 15, hotels.com email me said they can't refund me anything, only give me $100 credits. Hotels.com made double amount of money on our misery. I deserve fully refund.

  

  Business Response

  Date: 03/30/2025

  30 March 2025
  
  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 ****** booked a prepaid reservation with Flats Friends Soho Suites for March 13th16th, 2025, at a total cost of ******** CAD. We understand that ****** is requesting a refund due to issues encountered during their stay.
  
  Upon review, we found that the reservation was booked under a policy stating that cancellations or changes made after 12:01 AM (local hotel time) on March 6, 2025, are subject to a hotel fee equal to 100% of the total amount paid. This information was shared with ****** in the confirmation email. We also verified that ****** contacted Hotels.com representatives on March 13th to report the booking issue.
  
  We are sorry for the hassle ****** experienced during their reservation. While on the call with Hotels.com on March 13, as we awaited a response from the hotel for a refund, ****** mentioned that they had to book another hotel due to the issues faced. Our records show that ****** booked a new reservation with L&H ***************** for the same dates (March 13th16th, 2025).
  
  On March 20th, ****** connected with a Hotels.com representative who offered a goodwill refund of 500 CAD. However, the refund was not processed as it had not been confirmed by ****** at the time. Hotels.com also reached out to Flats Friends Soho Suites to investigate and request a favorable resolution, but unfortunately, no favorable response was received from the hotel.
  
  Given the circumstances, Hotels.com processed a refund for two nights totaling ****** CAD, to be credited to their **** card ending in 4005. This included 500 CAD and an additional 362 CAD. However, we found that the refund attempt failed due to a chargeback initiated by ******. We kindly request ****** to contact their bank regarding the chargeback, as this has impacted the refund process.
  
  We want to assure ****** that we have shared the feedback about this instance with our team and will work to avoid such instance for future.
  
  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

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out for assistance regarding an issue with my Hotels.com account. Recently, I discovered that my account has been restricted from making reservations, but I was never given any explanation for this restriction. Each time I try to book, I receive an error message without any details on the reason.I have contacted customer support multiple times in an effort to resolve this, but unfortunately, I have not received a clear answer or a solution.I would truly appreciate any help in clarifying this situation and restoring my account so I can continue using the service.

  

  Business Response

  Date: 03/30/2025

  30 March 2025
  
  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 Ms. ******* **** (BBB case number #******** ) regarding the account.
  
  According to our records, Ms. **** currently holds a Hotels.com account. We understand that she is attempting to make a reservation using her Hotels.com US account.
  
  Upon reviewing Ms. ***** account, we noticed it has been flagged, potentially due to a concern regarding compliance with Hotels.coms terms of use. We understand this may be unexpected, so we have already reached out to our team for further clarification on the matter. The team has confirmed that they have communicated this information to Ms. **** directly and are aware of the complaint she has raised.
  
  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 Answer

  Date: 04/05/2025

  I am rejecting this response because:   

  Thank you for your response.

  However, my Hotels.com account remains blocked, and I have not received a clear explanation regarding the reason for the restriction or any steps toward resolution.

  
  At this point, I expect the issue to be fully resolved and my account reinstated before the BBB case is closed.

  
  Please let me know once this has been addressed.

  
  Sincerely,
  ******* ****

  

  Business Response

  Date: 04/09/2025

  April 10, 2025
  Better Business Bureau
  Expedia- ******, ****** & ******************
  Complaint Department
  
  RE: Expedia Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding a rebuttal received from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  We understand that Ms. **** is seeking clear explanation regarding the reason for the restriction. We want to inform that Ms. **** have received an email from our transaction processing team. We request her to check the inbox and reply to the email to get more information.
  
  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 Answer

  Date: 04/15/2025

  I am rejecting this response because:   

  Dear Expedia Team,

  I have seen the email sent to me by your transaction processing team. However, it did not provide any explanation regarding the restriction placed on my account, nor did it offer any solution to the issue.

  I kindly request that you unblock my account as soon as possible. I have not done anything that violates the site's terms and conditions, and I believe this restriction was made in error.

  I would appreciate your prompt attention to this matter.

  Sincerely,

• Initial Complaint

  Date:03/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation since May of 2024 ************** and the booking was canceled by hotels.com with no reason. I booked with a gift card and have yet to receive my refund up to this date. I was told I would be refunded back to my credit or debit card due to the incompetence of the customer service. Its almost a year now and I have not gotten any feedback. Also the email address on the booking is incorrect ************************** The correct email is ***************************************. I should be given a $1000.00 gift card for this inconvenience. Please use the correct email address to send the refund and all communication too. Thank you.

  

  Business Response

  Date: 03/31/2025

  31 March 2025 
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Hotels.com/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. **** ***** (BBB case number ********). We understand that she is requesting the refund, specifically in the form of a gift card for itinerary number **************, to be sent to the correct email address: *************************************. We are sorry for the hassle caused to him.
  
  Upon reviewing Mr. **** ******* case, we have confirmed that the booking amount of ****** USD has already been refunded to his gift card, and an email notification regarding this refund should have been sent to him.
  
  To further assist Mr. **** *****, we contacted the Gift Card team to explore the possibility of processing the refund through an alternative payment method, given him concern about not receiving it. They have requested that Mr. **** ***** should reach out to them directly at ************** for a resolution.
  
  Regrettably, we are unable to process the refund ourselves in this instance. We kindly request that Mr. **** ***** to contact the Gift Card team directly for further assistance.

  We appreciate his understanding and cooperation.
  
  Please feel free to reach out if you have any further questions or need assistance. 
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room on hotels.com back in May 2024, within some hours my room was cancelled by hotels.com. I called customer service and was advised that I would receive a refund within 2-4 hours as I used a hotels.com gift card. A month passed didnt receive the refund so I called them back and was advised I would receive a manual refund back to my debit/credit card due to the multiple reservations that was cancelled. I have spoken to over ***************************************************************************************************** any business. At this point I would like the gift card refund to be sent to this email *********************** The original email on the reservation as stated above is an incorrect email. May month would be an entire year and I have not received my refund. This is bad business and I should be given a refund with interest.

  

  Business Response

  Date: 03/29/2025

  March 29, 2025
  Better Business Bureau
  Hotels.com **********
  Complaints 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 Mr. **** ******** (BBB case number ******** regarding a hotel reservation booked under itinerary **************. We understand the reservation was canceled the gift card used to book the reservation was not refunded yet.
  
  First and foremost, we are sorry to hear that Mr. ******** didnt get the Gift card or refund of the reservation yet. Upon reviewing the case and email shared with frontline team, we are unable to find the record of the written communication sent to Mr. ******** related to gift card refund.
  
  The reservation was canceled because of because transction issues. Mr. ******** can expect an email from our transaction team. We request him to check his mailbox to get more information.Moreover, we cannot add gift card to another 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,
  ***** *******
  Global Traveler Resolutions Team
  Expedia Group