Hotels Com

As a third-party booking service, Hotels.com was supposed to make a reservation for us at the Sonesta Select Boston Milford hotel in Milford, Massachusetts for November 25, 2025. This was adding on to a reservation we had made about 15 minutes earlier for November 26-30.

Hotels.com took our money and issued a receipt. However, they then failed to transmit the information about the November 25 reservation and the requisite portion of the payment to the hotel. As a result, when we arrived at the hotel at approximately 5:30 PM on November 25, there was no record of the reservation for November 25 on the hotel's computer because Hotels.com had failed to complete the hotel side of the service. We showed the hotel clerk the receipt from Hotels.com, but he could not accept that; there had to be a transaction between Hotels.com and the hotel, and Hotels.com had failed to make that transaction.

He told us that we needed to call Hotels.com and get an agent to fix the error. We called Hotels.com multiple times, but eventually determined that they only have an automated phone tree capable of a limited number of functions, none of which were appropriate. We did not need to make, cancel, or change a reservation--we needed to prove that the hotel would be properly compensated for our existing reservation--and there was no means to speak to an agent or leave a message. We are convinced that the clerk did not make an error in searching for our reservation because he found the first reservation we had made, which covered the four days from November 26 to November 30.

In addition, we realized later that we had received an upselling email from the hotel on November 20 that refers to the reservation starting on November 26, not November 25. This further indicates that while Hotels.com had added the date on the customer side and charged us for it, they had failed to add it on the hotel side. From my conversation with an agent in Capital One's Disputes Department at 3:42 PM on March 5, 2026, Hotels.com justified the chargeback of $96.52 by saying that we were a no-show and had not canceled our reservation before the deadline. They are completely mistaken.

We *did* show up at the hotel, and we *did* try to claim our reservation--only to find that Hotels.com had failed to complete the reservation with the hotel. We did not want to cancel or change the reservation. In fact, we ended up having to pay the hotel directly because Hotels.com had failed to provide the service for which we had contracted with them. We even called Hotels.com's customer-service line before their 6 PM deadline trying to reach someone who could fix our reservation.

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We disputed the charge with our credit-card company, Capital One.

Capital One's Dispute-Department agent claimed that Capital One is required to follow rules set by Visa, which appear to leave it up to the merchant to act in a reasonable manner. Based on the complaints at the BBB, it looks very much as if Hotels.com takes advantage of this policy to ensure that disputes are resolved in their favor, regardless of evidence of their wrongdoing.

(In this case, we provided receipts, screenshots of emails, and phone records to substantiate our story. Hotels.com simply showed that we had paid them and that they have a cancellation policy--which isn't relevant.)

...Now on to the BBB and state attorneys general, and to see if a law professor I know is interested in working on a class-action lawsuit.

do not book with the site. I did everything I could to cancel a reservation that I made, and it was prepaid.

The manager of the hotel said I would get a full refund, but hotels.com is holding this up. They are basically stealing over $1000 from my handicapped person who had a reservation at a resort for a few days to use the hot tub for therapeutic reasons. The hot tub broke, and they informed me of this, and the manager said I could have a full refund. However, hotels.com doesn't think so.

This is bad customer service. They are basically stealing from a poor disabled person. I'll still be paying for this trip in a year, and I've never gone on it.

But hotels.com is OK with that. They call that fair!

They took my deposit and attempted to take another $100 out of my account 4 different times For dirty towels! If you review the cameras I came to the lobby and asked for towels cause my fiance had a accident!

They refused to give me towels to clean up the mess! So I had to use the towels in the room! Which by doing that as I go to checkout the keep my deposit of a $100 and then they attempted to take more money of of my account for 3 towels they charged me $200 cause they where dirty. When all they had to do was wash them!

They are ripping me off for my deposit! And I don't recommend anybody to stay here! They are rude and stealing people's deposits for no reason! This place is a scam and dirty we found garbage under the bed and a glass *** under the bed.

They honeymoon suite is where we stayed and the hot tub in there was broken. We cleaned the room up cleaner then it was when we got there! They are ripping people off for made up excuses like towels being dirty! I am mad and very disappointed in my stay at this hotel!

The front desk is rude!

It said breakfast and all you get a dry pastry and basically water down juice! This hotel is a scam and I filed a complaint and I have pictures of how dirty the honeymoon sweet was and it's rip off

I had hand/thumb surgery on 11/25/25. I was going to go out of state to Ohio for Thanksgiving, which was two days after my surgery.

My hand doctor suggested that I don’t drive with one hand since I need to have control of my car, so I needed to use both hands. So I couldn’t go to Ohio. I’m looking for a refund of $189.58 that posted to my checking account on 11/24/25. I was told to contact Hotelcom733088****2872 directly.

I was going to stay at Holiday Inn Express Hotel & Suites Dayton Centerville, Ohio. I use Hotels.com every time I go on a trip. I would appreciate a refund.

You can contact this hotel to see I never checked in, or if you need a note from my doctor to show I had surgery, that can be provided. Thank you, Alexia Wood 614-535-****.