Anonymous
map-marker Deep River, Ontario

Its not accepting my card

Tried to book and the site wasn't accepting my credit cards contacted Hotels.com too resolve problem
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User's recommendation: Contact Hotels.com and explain situation they were able to solve problem

Anonymous
map-marker Grand Rapids, Michigan

Good service for changes on a reservation

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The agent dealt properly with the issue Very polite and helpful I recommend hotel.com for everyones reservation
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User's recommendation: Read well before you reserve

Keosha W Lqu

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Verified Buyer
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Verified Reviewer

Complaint

Hotels Com - Complaint
Hotels Com - Complaint - Image 2
I wanted to know if i could get some type commendation for staying this horrible hotel. I was in north Charleston lodge it was covered in roaches. We was switched out an put in another room still had roaches . It was Terrible an unsanitary. So much of fights an arguing an couldn't get any sleep. Around the clock fighting scared for our safety. Paying that money i spent wasnt even worth it. AC wasnt working either
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Loss:
$287

Preferred solution: Full refund

Janna T Kxj

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Verified Reviewer

Complaint re: web bookinh failure

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If you can speak to this company their staff are amazing, the chat can be ok for smaller or less complex issues. The technology changes implemented over the past year has made booking painful at times, the difficulty to discuss on the phone is ridiculous, but necessary as the chat bot is almost more effective than the staff. Teleohone staff 5 *
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Pros:
  • Call center great staff
Cons:
  • Chat is frustrating

Preferred solution: Resolution. A booking.

Erin R Xbt

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Verified Buyer

Hotel booking

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Hotels Com - Hotel booking
Hotels Com - Hotel booking - Image 2
It did not say my room was non refundable when I booked and I need to get a refund on one of the days I will not be there. I want this refund for the night of august 1 refunded to me asap
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Loss:
$143
Pros:
  • Easy to book
Cons:
  • Did not say was non refundable or able to cancel

Preferred solution: Full refund

User's recommendation: Don’t book through hotels.com

Anonymous
map-marker Southend-On-Sea, Southend-On-Sea

Gift voucher pin not readable

I have tried to remove the grey tab from gift voucher 6189 60** **43 0325 but it has only showed 3 number 644 , please could you help as this has £100 balance on it I have just redeemed 6189 60** **28 0025 with no issues. If you could help in anyway that would be appreciated
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User's recommendation: My issue was resolved

Idris Gfy
map-marker Alajuela, Provincia De Alajuela

Can not reach anyone on phone

We booked a hotel in Santa Teresa. We got there yesterday. There was no inter net. My husband and I love to read. There was nothing. This morning at )am we talked to the desk leek. He promised he would refund the money for the next 6 nights because of the situation. I will not pay for this hotel. It did not have service yet all the businesses around did have service.
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Marlene C Yzk

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Verified Reviewer

I need to speak to someone.

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I need to get a confirmation code for a cancellation date 12-8-23 just trying to re book my hotel can anyone help me with this
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Preferred solution: I just want to get my code so I can re book my reservation

User's recommendation: Have a person to speak with not a recording

Anonymous
map-marker Blessington, County Wicklow

Bad hotel

Waiting for hotel. Com to come back to me if not I'm going to the small class court I have e mail I phone the customer care is so bad look like court I the way to go whit yours because I'm getting no joy trying to sorth it out whit yours it was a bad hotel you sent us to and you are still advertising for them
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Slawomir K Hzt

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Verified Reviewer

No conection to my account

I have a problem logging in to my account, I entered my email many times, after receiving the code, it redirected me to the website and demanded a new password, after entering... system error and so on many times. How can I make a reservation if I don't have access to my account? Infoline/ help desk - only virtual no humen..
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Preferred solution: Jumper to booking.com

Anonymous
map-marker Brooklyn, New York

Still waiting for refund

Hotels Com - Still waiting for refund
I called Oct 4th to use my 709.00 credit that I saved and was gonna use it for my trip to Hawaii. I found they expired the day before and I didnt know. They said it will take 10 days to get the refund. Called twice already and still havent received. I earned that money and should get them back. Im going away in 10 days and need to use the credit. Thanks
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Anonymous
map-marker Hesperus, Colorado

Misled information about room which stated that was for 2 people, but charge me for extra person.

I spoke with someone who said they were going to contact me about the situation , but I'm still waiting...
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Anonymous
map-marker Quincy, Massachusetts

Never return the cancellation money

I have contacted them 4 times regarding the cancellation that they promised to return to me but every time I called they said they will return the money to me but still now it has been over a month and I haven't received anything from them. I'm very disappointed that they can't even handle this small situation of mine and all they did was just promised.
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User's recommendation: Not recommend

Richard Todd C

Poor customer service

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Unauthorized transaction and cant find a customer service number or live person to help me dispute and get a refund bc the transaction its linked to my cell number or email
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Loss:
$408

Preferred solution: Full refund

User's recommendation: Don’t use

Abdulrahman A Imi

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Verified Reviewer

Worst customer service, best reward program

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I am an old and very active member, since 2015 I averaged 50 to 60 nights a year, back in the day customer service was great, especially if you become a gold member, now its the worst, 16 of my stamps were deleted because of the hotel I stayed in wrongfully inputed the amount I payed, everytime I contact hotels.com the responce is "we will get back to you in 72 hours" its been 2 months already, if not for the rewards program I would have left already, but I decided to use all my available nights and then leave for good to a better more appreciative service.
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Pros:
  • Rewards program
Cons:
  • Terrible customer service

Preferred solution: The reward stamps that were taken from me

User's recommendation: Try to avoid having to contact customer service

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