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:

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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.
Initial Complaint
04/16/2024
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 attempted to book a hotel online with Hotels.com. The room I booked was with Voco Chicago Downtown. The room was fully refundable as long as it was canceled one day prior to the stay. There was no money required for the booking. Later that same day I received an email from Expedia stating there was a problem with my payment and if I wanted to keep the booking, I would have to contact the hotel or the room would be canceled. I was surprised to get the email from Expedia since I booked thru Hotels.com. I decided to book another hotel and since the email said my booking would be canceled if I didnt call the hotel with a new payment method, I didnt think anything of it. I didnt have any money on my debit card when I booked the room since the website stated no money down was required for the booking. The day after my stay was supposed to be, my card was charged the full amount of the stay which was $235. I have been emailing Hotels.com with no help. Ive called the hotel and they told me to contact Hotels.com. I just want to be refunded for the stay that I never used.
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 ********) regarding hotel booking.

Our records indicate that on March 25, 2024, ******************** booked a pay-latter hotel reservation at *********************, an IHG Hotel, from Apri 9, 2024, until April 10, 2024, under the itinerary: **************. I understand that she has requested a refund.

We are sorry to learn about ************************ experience. Upon researching we contacted the hotel and they informed us, that on April 18, 2024, they processed the refund amount of USD 235 to the original mode of payment, a **** Card ending with 2113. ******************** will get the refund within 7-10 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.

Sincerely,

***********************
Global Traveler Resolutions Team
Initial Complaint
04/15/2024
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.
Hotel.com advertised the hotel that was booked as a four star. However after booking and sending my relatives my itinerary I was informed that it was false advertising. The photos online was nothing like the actual hotel. I also did further research to find that the hotel had all negative reviews. Unfortunately hotels.com would not transfer the reservation to a different hotel or issue a refund. Im seeking a refund for the hotel stay being I had to book a different hotel through another site.
Business response
04/17/2024
April 17, 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 ********) regarding a hotel reservation. We understand ***************************** is requesting a refund due to a bad review of the hotel on another website.

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

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

Sincerely,
Jamyang
Global Traveler Resolutions Team
Initial Complaint
04/15/2024
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 reserved & paid in-full $270.07 for a room with one king size bed with a jetted whirlpool bathtub in the room at the ************* hotel in eerie pa very early in the morning monday April 8th 2024 for later that day thru the following morning, tuesday April 9th 2024 thru the website, HOTELS.COM That evening, when my girlfriend and I were ready to check-in we found that the hotel did not have our room available because it was double booked. Since we paid considerably more for the special room, we were not interested in any rooms other than the one we Reserved and chose to stay elsewhere. We were told to take our refund requests to where we booked the room- hotels.com That night we called hotels.com asking for a refund of itinerary ************** - in the amount that we paid, $270.07. The customer service representative told us that the hotel has a policy of not refunding any money for rooms Reserved because they had several other rooms available without the amenities of the one we Reserved. This is unacceptable because it's not what we paid for so the customer service representative at ********************** open a report for us promising that they would get a hold of the management at the ************* hotel and look into the circumstance to get us our refund. 2 days later I received an email that said that after several attempts hotels.com could not reach the management at the ************* hotel so they would not approve our refund and were closing my report. I am owed the money i paid for this room because they did not have it available - $270.07.
Business response
04/22/2024
22 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 a hotel reservation.

Our records indicated that ********************** booked a hotel reservation with **********************. We understand he requested a refund because the same room was not available at the time of check-in.

Upon review, we have found ********************** contacted our support team on the same day for the cancellation. We checked with the hotel for exception and they have given us approval for the full refund. As a result, we have processed the refund in the amount of ****** USD back to the **** card ending with XXXX-2153, and it will reflect under ************************** account within 5 to 7 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.

Sincerely,
***********************
Global Traveler Resolutions Team
Initial Complaint
04/14/2024
Complaint Type:
Service or Repair 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 on April 11, 2024 through Hotels.com. Hotels.com did not send a confirmation email. My account with them does not show a reservation. The hotel was ************ and Suites on ************************************************** *****, **. *****. Phone number *****************. I need a receipt for my company to reimburse me for the charges. Hotels.com will not provide a receipt because they cannot find any record of the transaction. Hotels.com will not contact the hotel I stayed in because, according to them, the hotel chain does not have a phone number. My credit card was charged for the room. My credit card company does not have a confirmation number for this charge. I spent an hour trying to talk to a person. It was difficult without the confirmation number. I spent a further hour trying to convince their customer service to contact the ********************** to figure out the issue.
Business response
04/16/2024
16th April 2024
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 a hotel charge receipt.

Our records indicate that on 11th April 2024, ****** booked a stay with Microtel Inn & Suites by ************************************************** for the stay from 11th to 12th April 2024. We understand ****** is requesting for a charge receipt.
Please know that we have successfully shared the charge receipt of USD ****** on their registered email address ************************* I have also attached a PDF of their charge receipt for the reference.
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,
Sheetal
Global Traveler Resolutions Team
Business response
04/16/2024
16th April 2024
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 a hotel charge receipt.

Our records indicate that on 11th April 2024, ****** booked a stay with Microtel Inn & Suites by ************************************************** for the stay from 11th to 12th April 2024. We understand ****** is requesting for a charge receipt.
Please know that we have successfully shared the charge receipt of USD ****** on their registered email address ************************* I have also attached a PDF of their charge receipt for the reference.
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,
Sheetal
Global Traveler Resolutions Team
Customer response
04/17/2024
I am rejecting this response because: It appears the email address in the response is misspelled. The word mail has only one l in it, not two. I did not receive the promised email. My email address is ***********************
Business response
04/17/2024
16th April 2024

Better Business Bureau
Hotels.com - ******, *******;
Complaint Department

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

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from ************************* (BBB case number 21573026). We regret to hear ****** did not accept our response.
Please know that ****** made this booking via the guest account and used this email address ************************ instead of *********************** due to which they never received a booking confirmation. However, I have again shared the charge receipt of USD ****** on their requested 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,
Sheetal
Global Traveler Resolutions Team
Initial Complaint
04/12/2024
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 have been using Hotel.com for many years and gold member, in February 2024 I used Hotel.com to book a hotel and car rental not knowing that the car rental company was a 3rd party company. When we got to the car rental office at the airport they where VERY RUDE!!!!!! and refused to take my MC/ Debit card, they told me they can't take debit cards and had to be a major credit card! Then they told me that they would talk my card IF I was to pay full price for the rental! I told them NO and they need to honor the PAID car that I reserved online with Hotel.com and they me NO!! A few bad words were exchanged and then they told us to leave. We left and went next door to Pay Less Car Rental and expended what happened and they helped us!!
Business response
04/16/2024
16/04/2024
Better Business Bureau

Expedia.com - ******, ****** & ******************

Complaint Department
RE: Expedia 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 ********************* ******** regarding a Car rental. We understand **** is requesting a refund for the car rental as he was denied a car due to his debit card acceptance.
Upon further research, we are unable to locate an Expedia account related to Mark 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 Mark *************** you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Sahib
Global Traveler Resolutions Team
Initial Complaint
04/12/2024
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 at the Staybridge and Suites ********************************************************* on October 17th, 2023 for the ***** state tournament for the nights of March 20, 21, 22, 23 2024. I am a high school teacher and coach. My team made the tournament, and I had to stay at the team hotel until we were eliminated. I tried to cancel through hotels.com but it was nonrefundable. That was fine. On Wednesday night at around 9 PM I called the hotel to explain my situation. I asked the lady at the front desk if I needed to come in and check in or check in by phone. She said I was fine. My room was paid for and reserved and would be awaiting me when I arrived on Friday night. I asked her to please notate the account and she said she would. When I arrived on Friday night that the room was canceled as a no show and resold. The manager said I must pay if I wanted a room and must seek refund through hotels.com. I called hotels.com and they said they must have approval of refund through the hotel. I wrote both businesses and called and did not get a response other then nothing could be done. I was lied to and defrauded out of money. I feel like I should get at least a refund for Friday and Saturday night. They resold my room and have my money for which services were not rendered. This is poor business and allows the business to double dip on sell and money. Please see receipt as proof of purchase. The two businesses are basically passing the bucks in the hope I will just quit pursuing the issue.
Business response
04/12/2024
The reservation was booked and paid through Hotels.com. The arrival date was for March 20, 2024. Guest did not arrive until Friday March 22nd to check-in. The original reservation (3/20/24) was consider a No Show, and the remaining dates were cancelled due to the no show of the guest. If the guest is looking for a refund they will need to reach out to Hotels.com for the refund. Guest booked a prepaid reservation. Staybridge Suites Lexington did not charge the guest.
Business response
04/16/2024
April 16, 2024

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

RE: Hotels.com Case # SF- 02724387

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 of the hotel reservation. I am sorry to hear about his difficulties, as the hotel canceled the reservation. We understand how stressful this must have been for him.

Our records indicate that on October 17, 2023, ****************, or an authorized user of the ********************** account, self-booked a hotel reservation using the Hotels.com website under itinerary **************. The cost of the reservation was USD 648.71.

Upon receiving this complaint, we contacted *********************************** Hotel, and advocated for a refund on behalf of ****************. We successfully obtained approval with a penalty of one night, and accordingly, we processed a refund of USD ******. The refund has been made to the original form of payment that **************** used while making the reservation, which was his Discover ending in 0045. The refund should be credited to his card within seven working days.

Additionally, We have added Onekeycash valued at USD65.00 to Mr. ******* Hotels.com account. He can find the terms and conditions of Onekeycash within his account or by clicking on the following link.
******************************************

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
Hotels.com
Initial Complaint
04/11/2024
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.
My account if flagged for no reason, and no reason given.Everytime I ask to make a change to my reservation or need help form Hotels.com I am told someone from a different department will call me back within 60 minuted to 3 hours. I have been trying to get someone to call for one month. I've spoken to over ************************************** the same thing. They can not help me, but they can get someone to call me back. No One, for 1 month never called me back. I tried online chat and phone calls. I have no response and can not unflag my account (not sure why its flagged to begin with) and as a result cant make changes to my reservation or speak to anyone that can help me for that matter.
Business response
04/15/2024
15 April 2024

Better Business Bureau
******, ******, and ******************
******, *******;
Complaint Department

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

Dear Better Business Bureau,

Thank you for taking the time to contact Hotels.com regarding an issue with 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 account.

Our records indicate Ms. ********* has an account with **********************. We understand Ms. ********* is requesting to make changes to their upcoming reservation.

We want to inform you that Ms. *********** account has been temporarily taken over by our transaction processing team due to suspicious activity within the account. Rest assured, we are diligently working to resolve this issue and have already notified our team regarding it and the reservation which they wish to change.

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

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