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Hotels.com Complaints & Reviews
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Complaints, Review, Comparison
Read reviews of Hotels.com, share your experience and resolve your issue. Rate Hotels.com for value and service, and compare Hotels.com with other companies. Have you got a complaint about a company or service? Write to us and publicise your issues. Scroll down to read our selection of your complaints and reviews about Hotels.com below. |
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Your Hotels.com Reviews
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Brian Bender: 1/5 Stars 05/05/2019 A company not to be trusted I booked 1 night in a luxury estancia near Buenos Aires on 30/8/18 via Hotels.com for 28/3/19 - on the explicit assurance from their website that cancellation would be free of charge until a couple of days before the reserved date. My plans changed in March, and I cancelled the reservation on 18/3/19, on the explicit assurance from Hotels.com "chatbot" that I would receive a full refund of US dollars 890. I have received no such refund, and have taken this up with Hotels.com. They are now saying that any refund is up to the hotel in question - ignoring the specific assurances I received from them in August 2018 and on 18/3/19. So I am substantially out of pocket, having believed what they told me previously. hotels.com has not yet responded. Miss B: 1/5 Stars 16/05/2017 Cancelled booking and still got charged Do not use hotels.com Terrible company. I booked a hotel, I cancelled via their phone service. It said on the phone that the hotel was cancelled and no further charges would be made. The hotel was on free cancellation. I then was charged £64. The hotel refused to refund my money. I made a complaint to hotels.com they just fobbed me off, basically accused me of being a liar. They ignored all my complaints, wouldn't give me an address to make an official complaint. They have a problem with their cancellation service and are not admitting to the glitch. I 100 % cancelled the hotel I remember the words on the phone that the hotel was cancelled. Hotels.com won't even look into the matter. Terrible customer service. I am now £64 out of pocket due to a glitch on their telephone service. hotels.com has not yet responded. READ MORE: Shopping Guides & Tips | How to Avoid Scams & Online Shopping Problems |
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Lisa Sangster: 1/5 Stars 06/12/2015 Refund - Misleading information I made a 3 night booking at the La Mamre Hotel, Trinidad and Tobago on the basis of its location. On the said date, I had problems finding the hotel as it stated that it was in the Haleand Park area. We drove for about 15 mins trying to find the hotel when I decided to telephone them only to be told that they were located somewhere else. We proceeded to the area which is actually located off the Saddle Hill and nicknamed Jigger Hill an area which I would not have ventured in needless to say, we drove up to the hotel and spoke to the owners outside their property about the misleading information and requested a refund. They inturn told me that I needed to contact hotels.com for a refund as they (La Mamre) only get paid when the guest check in. Hotels.com only wanted to offer me a £30 voucher as they stated that they could not contact La Mamre as no one answered the telephone. I have written to La Mamre re the matter but no response yet. hotels.com has not yet responded. Ivan Gill: 1/5 Stars 28/07/2015 Double Charge, No Refund I made a booking for 2 rooms @ £80 each at Castle Bromwich Hotel. Screen printed the booking confirmation which said pay the hotel. Hotel was nice, paid them £243 next morning. then noticed Hotels.com had charged me £238 before the stay??? I have spoken to their Silver department on 5 occasions, sent 13 emails asking them to refund the £238 they took from my account, provided them copies of bank statement showing them takeing £238, Their confirmation showing I should pay the hotel, the invoice form the hotel and the Visa receipt showing proof of payment to the hotel. All 5 attempts to resolve involve me stating the story again, providing the docuemntation again, being promised it will be escalated to accounts department, that the seilver rewards tim will follow up within 24-72 hours. The claim refunds processed in 24 hours. Reality, They never respond in 24-72 hours, I have to call and start again. You only get 1st names (fake), impossible to continue the conversation with same person, have to strat from the beginning 3rd person offered £75 credit to Hotels.com account to be used in 1 year 4th person offered to refund £200 of the £238 immediately, it never happened and the supervisor doesn't know who she is.Not possible to be escalated to accounts, have to deal with [email protected] (silver rewards department. Any complaints have to nbe emailed to..... teh same department Spoke to a supervisor who - could only offer same escalation procedure - Claimed the direct debit from my bank account saying 'payment to Hotels.com' might actually have been castlebromwich hotel taking payment??? And that they need my Barclaycard statement for proof I paid twice because the visa receipt with my card details and castlebromwich is not proof of payment ?? Each iteration takes an hour on the phone and I am no further forward. I am either going to have to take this to court or write it off. When booking work they are fine, if you have to deal with customer services, its a disaster and for theat reason alone recommend using another booking engine hotels.com has not yet responded. CLICK HERE: You could save up to £497 on your energy bills by switching your supplier| COMPARE ENERGY QUOTES NOW |
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Michael Thain: 1/5 Stars 06/06/2015 hotels.com online thieves I booked two rooms at the holly house hotel in London.on my return from my stay I found that the hotel had charged me for four rooms ,on contacting the hotel they told me that hotels.com had booked four rooms instead of the two rooms that I had booked with them.on e.mailing them on three different occasions they told me each time the same thing ,that they had contacted the hotel and asked them to refund me.even though I kept on telling them that they were responsible for the mistake. I also phoned them twice explaining the situation to them ,on both occasions they promised to look into this and would respond within 72 hours .so far I have not had any response.so I now have given in and I am two hotel rooms out of pocket thanks to hotels.com. hotels.com has not yet responded. CLICK HERE: Compare the cheapest insurance quotes | Save money on your insurance bills |
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