Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I booked the residence Inn ****************, at the time of booking it was not clear on the website if it was the one on Downtown loop or Magnificient mile, the address was not made clear until the reservation was completed, which when I realized the reservation was made in the one on Magnificient mile and not the downtown loop. I called Hotels.com immediately and requested if it can be switched and of course not. Instead even after 3 times, with the supervisor, I was told if I cancel I will not be refunded the money. I made the reservation for April , 3 months in advance and do not know how and why within just matter of minutes the hotel reservation became non refundable and the explanation I was given was, that is the kind of reservation I made , the hotel manager refused to cancel and was told both the hotels are the same and just one mild apart . Later when I called the hotel manager myself, I was told both location hotels are very different, the room i got was 2 queen beds, cannot get extra sofa or roll away bed , very different than the suite style I needed and wanted. the hotel manager kept saying as I am already so unhappy before I even came, he will go ahead and cancel my reservation. I felt very vulnerable and bullied I don't know why he refused do it when Hotels.com called him the day prior and told me, even if he cancels, there is no guarantee that hotels.com will return me my money.I feel very betrayed both by Hotels.com and Marriott and Marriott does not feel they owe me any explanation as the reservation was done through third party. Because of this, I had to book extra room and spend another $660 to be able accomodate the 3 adults as the room is not suite style and the hotel management very bluntly told me that 2 adults can sleep in one queen bed "depending on their comfort level". The hotel manager proceeded to tell me that they have suite style rooms which are not visible to third party. Then why have the hotel on third party websites?

  

  Business response

  01/31/2025

  January 31, 2025
  
  Better Business Bureau
  Hotels.com -******, **
  Complaint Department
  
  RE:  ***** Case #********/ BBB ID: ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ***** regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  ***** is responding to the consumer complaint from Naga *********** (BBB case number ********) regarding a hotel booking.
  
  Our records reflect that the traveler made a hotel booking on January 19, 2025 with a check-in date of April 11, 2025 for 02 nights. We understand the traveler is requesting to cancel the booking with full refund.
  

  Upon reviewing we found that the traveler has made the booking for both the properties available in the city i.e.Residence Inn Downtown loop and Residence Inn ****************. Residence Inn Downtown booking was cancelled and refunded already. We manage to get the waiver for Residence In ******* Downtown Magnificent Mile under itinerary number ************** and have initiated a full refund to the original form of payment. It will take ***** working days to reflect in the 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 response

  01/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Hotels.com regarding a recent booking experience that was mishandled, causing significant inconvenience and financial loss. Despite repeated attempts to resolve this issue directly with the company, the response I received was unsatisfactory.Summary of the Issue:On January 9th, 2025, I booked a hotel through Hotels.com for a stay at ************* Hotel. Upon arrival, I discovered that the hotel was permanently closed. This critical information was not disclosed on the Hotels.com platform at the time of booking. Consequently, I was left stranded, forced to find alternative accommodations at additional cost and under stressful circumstances.Hotels.com Response:After contacting Hotels.com, they acknowledged the error and credited 85 One Key Cash points to my account instead of refunding my money for a service not received. However, these points were insufficient to cover the expenses I incurred, and they have since been redeemed for another reservation. I requested a full refund to my original payment method, as well as compensation for the unexpected expenses, but my requests were denied.Why the Resolution Is Inadequate:The credit of One Key Cash points does not compensate for the original payment made for a service that was never rendered.The additional expenses I incurred as a result of this mishap remain unresolved.The lack of oversight in allowing a permanently closed property to remain bookable reflects poor platform management and directly caused this incident.I believe this matter demonstrates a significant lapse in service and customer care by **********************

  Customer response

  01/16/2025

  This complaint has been settled to my satisfaction. Please close this case.

  Thank you so much for being awesome!!!

  ***** *********

  

  Business response

  01/21/2025

  Jan 21, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  RE: ********************** Case 06797433
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ********************** regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  ********************** is addressing the consumer complaint submitted by Mr. ***** ********* (BBB case number ********) regarding his reservation at ************* Hotel, itinerary number 72060628724959.
  
  We regret the difficulties he encountered with his booking and want to assure you that his feedback is being taken seriously. We are committed to taking preventive measures to avoid such issues in the future.
  
  Following our investigation, we found that when ************ reached out to our customer service team, we promptly initiated the refund process on January 16, 2024. The refund of $74.62 USD will be credited back to his **** card ending in xxxx-1492 within 7 to 10 business days.Additionally, the Expedia Rewards points (******XXX) used for the booking have also been refunded.
  
  Additionally, for the hassle caused, we credited ************** ********************** account with OneKeyCash: $125.00 USD on January 17, 2024,and $85.00 USD on January 10, 2024 to his ********************** account. For information on how to use OneKeyCash, please refer to our terms and conditions at ******************************************.
  
  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,
  Yash S
  Global Travelers Resolutions Team

  Customer response

  01/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been trying to get Hotel.com on the phone, with not number. But all can get us an agent and they dont help at all. This is the three day I have been trying to talk to someone.

  

  Business response

  01/21/2025

  January 21, 2025
  
  Better Business Bureau 
  ******, *******;
  Complaint Department
  
  Hotels.com Case # SF - 06618630
  
   Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ***************************************************** 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 charges on her card.
  Upon further research, we are unable to locate a Hotels.com account associated with the email ************************** Ms. ***** provided in her complaint. We have validated the screenshot shared by Ms. *****, and the charges reflect "Hotelcom" not "Hotels.com". Additionally,we were unable to find any related booking. We kindly request that Ms. ***** reach out to her financial institution to file a dispute against the charges. For future reference, she can contact Hotels.com at **************
  

  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,
  Krishan Kumar 
  Global Traveler Resolutions Team

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/9/25, my family was fleeing the *********** wildfires due to an evacuation warning. I quickly booked a room on hotels.com for a hotel room in ******, but I was misdirected to the * hotel in *******. As soon as I booked, I realized the mistake and called the hotel to cancel and sent an email and called hotels.com, but nobody answered the phones. I left a message to cancel ASAP as the booking was a mistake. We never went to the hotel. Days later, the * hotel replied to the email saying that hotels.com would have to refund the money and hotels.com said that the * hotel would have to refund it. Neither party was willing to refund a room that was never used and that was booked by mistake for refugees from a wildfire with an attempt to correct the mistake minutes after booking. This is not a way to do business and I ask for the money to be fully refunded.

  

  Business response

  01/21/2025

  January 21, 2025
  
  Better Business Bureau 
  ******, *******;
  Complaint Department
  
  Hotels.com Case # SF - 06578561
  
  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 *r.***** ******** (BBB case number ********) regarding the refund request for his stay at The * Solvang.
  

  Our records indicate that on January 09, 2025, *r. ******** booked a hotel reservation for 2 adults with a check-in date of January ******, at The * Solvang under itinerary reference 72060641398917.
  

  Upon receiving this request, we investigated and found that the refund request had been approved by the property. A refund of ****** USD was processed on January 17th to the original form of payment (******), and it might take 7-10 working days to reflect in *r. ********** ****** account.
  

  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,
  ******* *****
  Global Traveler Resolutions Team

  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made a reservation for a hotel stay (12/28/24 - 1/1/25) at Excellence ************* through hotels.com. We booked an *************** Junior Swim Up Suite Pool View. We received an email from hotels.com confirming our reservation on 12/27/24 with itinerary number **************. Our card was charged for the original booking on 12/28/24. On the morning of 12/28/24, while waiting at the airport for our flight to ******, we contacted the hotel to make dinner reservations. In response, the hotel stated that they had no reservation under our name (******* *******) and that we should contact hotels.com. We promptly contacted hotels.com via their chat (we did not receive a phone number until later in this process) and were reassured that everything was fine with the booking. We followed up with the hotel and they again stated they had no reservation under our name. After several hours of chatting with hotels.com while on our flight, we landed in ****** in the dark at night with no hotel room to go to. We were able to speak with hotels.com agent at this point and she was not helpful (offered to relocate us to a 3-4 star family friendly resort 15+ miles away when we paid for a 5 star adults only, could not get ahold of the hotel though we were able to speak with them, etc.). Eventually we got the hotel to agree to put us in the obly room they had available (*************** Pool/Garden View) which was a significant downgrade from what we were charged for. The hotel did not charge us for this room, they just put holds on our credit card for the time being while the entities tried to sort the issue out. We stayed in the lesser room and spent hours of our vacation trying to connect hotels.com with the resort to no avail. We have made dozens of calls since returning from our trip and still have no refund for the ruined trip and room rate difference. We would like assistance with getting an appropriate refund for the difference in cost and major inconvenience we experienced.

  Customer response

  01/13/2025

  On 1/13/25, after we filed this complaint, hotels.com advised us that they have not been able to get into contact with their hotel partner, Excellence *************, and this was the reason for the delay. The hotel has apparently not been responsive over phone or email. The hotels.com representative that we spoke to offered a $700 refund to our credit card to resolve this issue. Though we feel that this amount is inadequate given the difference in the rooms, wasted vacation hours, stress of having no hotel to go to in a foreign country, and the fact that we had to initiate all conversations and push for any resolution at all, we are tired of dealing with this company and accepted the settlement amount.

  We will never book a stay through hotels.com or at Excellence Playa Mujeres ever again. 

• Initial Complaint

  01/11/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a room for a one-night stay at the ********************, ******************************************** through Hotels.com whom I have used in the past. My guest and I got Covid and could not make the stay. I cancled the trip on the app. 1 1/2 days prior to the stay, after waiting on hold for 45 min to speek to a live person. I had also bought insurance on the trip through Generali for $9.00, Hotels.com's insurance carrier. I was immediatly billed $94.28 for the stay. Upon speaking with Hotels.com customer service **** through their online help desk, I was told that I did not qualify for a refund of the stay. I was given the number to Generali, who to my grave dissapointment has used complex, intricate obfuscatory processing requirements to make filing a claim almost utterly impossible. I would like my money back and to warn others about Hotels.com's very poor business practices. I will not do business with Hotels.com any further, and I do not believe any company should be allowd to sell insurance that is uncollecftable.

  

  Business response

  01/17/2025

  
  17 January, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  Hotels.com Case #********
  
  Dear Better Business Bureau,
  
  Thank you for reaching out to Hotels.com regarding the issue raised by our customer, Mr. ***** *******. We appreciate the opportunity to address her concerns.
  
  Hotel.com is in response to the complaint from Mr. ******* (BBB Case #********) regarding her hotel reservation (Itinerary #**************) at *********** & Suites near ************************, scheduled for check-in on 08 January 2025 and check-out on 09 January 2025. We understand that Mr. ***** ******* was unable to check in due to medical reasons and we wish a speedy recovery. 
  
  We would like to inform Mr. ******* that the room type and rate selected are non-refundable. As per the booking policy, if the reservation is changed or canceled for any reason, the payment would not be refunded.
  
  Although we contacted the hotel to request a waiver for a full refund, the hotel maintained its policy and denied the request. However, as a one-time goodwill gesture, we have refunded Mr. ******* $94.26 to the original form of payment ***** ending in 9224). Please allow 7-10 business days for the refund to be credited.
  
  Thank you for your understanding, and we appreciate your patience in this matter.
  
  Regards,
  ******
  Global Traveler Resolutions Team.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a booking on hotels.com for travel to ****** on 1/8. It was a fully refundable booking per the property policy and I was able to complete the transaction by myself online. When I went to cancel, I was forced to chat with an agent for each room I booked. There was no self-serve option. The agent then accidentally cancelled the incorrect booking, which I wanted to keep, causing me to spend about 30 minutes resolving the issue. Further, I had to rebook the booking that the agent cancelled, and the prices went up for the same room I had just booked moments ago. This is just a terrible customer experience and fraudulent behavior on hotels.com part. The fact I am able to book a hotel online, but cannot cancel without talking to someone, and then when I talk to someone, they mess it up and cause me to spend so much time is criminal. I have also filed a complaint with the ***

  

  Business response

  01/19/2025

  20 January 2025
  
  Better Business Bureau
  Hotels.com - **********
  Complaint Department
  
  RE: Hotels.com Case # 06333658
  
  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 the hotel reservation.
  
  Our records indicate, Mr. ******** initially requested the cancellation of all three rooms booked at Hotel Inn Rossio (itinerary #**************) due to a change in plans. However, the representative mistakenly canceled a different booking with Hotel ****** Chiado (itinerary #**************) instead.
  
  Upon review, it was confirmed that the booking was canceled by the representative, and the new booking was made at the same amount, with no additional charges incurred by the Mr. ********* However, the representative compensated the Mr. ******** with 100 USD for the trouble
  
  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,
  Dhamandeep
  Global Traveler Resolutions Team

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hotels.com advertised a price for a hotel stay on specific dates and then refused to honor that price. A long conversation with their support did not lead to a resolution.

  

  Business response

  01/14/2025

  14.January.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 concern about, raise in price for the hotel bookings.
  
  Upon reviewing the situation, we noticed that **** ****** attempted to book a reservation where the displayed price appeared higher than expected. Please allow us to clarify that the prices shown are not guaranteed and may differ slightly due to taxes and fees, which are added at the final stage of the booking process.
  
  The amount of 303 USD or 266 USD shown in the screenshot provided by **** ****** reflects the base price before taxes, not the final total. Once the room is selected, the mandatory taxes and fees are displayed, which account for the difference. After carefully reviewing the details, we found no errors or hidden charges on our end.
  
  We truly value our travelers, and as a gesture of goodwill, we have credited 100 One Key Cash to **** Baxters Hotels.com account, which can be used for future reservations. We hope this helps and enhances your experience with us. 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 or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******
  Global Traveler Resolutions Team

  Customer response

  01/14/2025

  I have reviewed the business response and accept this resolution. Their response was a complete and utter lie, but I also don't want them to continue calling my cell phone multiple times before 7 am. 

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint regarding the unacceptable experience I encountered with my car rental reservation (Booking Number: ************), which was placed on November 6, 2024.The original charge for the rental was $188.59; however, upon arriving at the rental location, I was informed that an additional $700.00 was being added to the cost. In response, I contacted Expedia for clarification, only to receive inadequate assistance and a frustrating series of evasive answers. Despite multiple attempts to resolve the issue, I was ultimately charged as if the transaction had been completed successfully, even though I did not receive the service as originally booked.I am extremely dissatisfied with Expedias handling of this matter and the lack of professional customer service provided. I am being charged for a service I did not receive, and the failure to resolve this issue after several attempts is unacceptable.I am requesting an immediate investigation into this situation, along with a full refund of the unjustified charges

  

  Business response

  01/16/2025

  16.January.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 a car rental reservation with Routes.
  
  Our records show that **** ****** made a reservation in *******, and according to the car rental team, there are restrictions for local residents. Unfortunately, the car rental team has denied the refund. However, our frontline team made an exception and promised a full refund.
  
  Im sorry for the trouble this has caused to **** ******. Upon investigation, I found that a chargeback was filed for the booking amount of $138.59 USD. As we value our travelers' experience, we have refunded $50 of insurance charge to **** ******** **** card ending in XXXX-2966. The refund will 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.
  
  Sincerely,
  
  ******
  
  Global Traveler Resolutions Team

  Customer response

  01/16/2025

  I have reviewed the business response and accept this resolution. Sadly $50.00 is the only thing I get for my troubles thats fine. I dont have to deal with the trash of Expedias customers service anymore

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a hotel ***************** - Gay Men Adult Resort at hotels.com with confirmation ************** on 11/29/2024. I was charged $81 deposit during booking. I double check the description, free cancellation, before my booking. After I booked, I received the confirmation email, also stated "There is no charge for cancellations made before 6:00pm (property local time) on Apr 9, 2025.. I cancelled my reservation due to plan changed on 12/30/2024. I received partial refund of $61. I contact hotels.com and chat with agent **** ******, she asked me to contact the property directly after 2 pm, I did and I was told there is $20 cancellation fee. I have been using hotels.com for years, I also have some cancellation in the past due to plan change, never have any issue. But this time, I got charged $20 even though the description clearly said free of charge for cancellation before Apr 9, 2025. If there is a cancellation, hotels.com should state it in the description clearly, in that case, I will not book for that property. Yet, I was misled due to incorrect description. This is not a good business practice. Please help me to claim my $20 cancellation fee back as I was not aware of such fee when reading the property description on hotels.com. Thank you very much.

  

  Business response

  01/15/2025

  15 January 2024 
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. ****** **** (BBB case number ********). We understand that he is requesting a refund for a hotel reservation under itinerary number **************. We are sorry for the hassle caused to him.
  
  We would like to inform you that your reservation at ***************** - Gay Men Adult Resort is subject to a refundable policy. If you cancel the reservation before 6:00 PM on April 9, 2025, no cancellation fee will be charged. Since your booking was canceled on December 30, 2024, within the free cancellation window, no penalty has been applied. The full amount of ****** USD should have been refunded within 72 hours of the cancellation.

  Please recheck your billing statement. If you still see a charge of ***** USD, kindly attach the proof of payment/billing in this email for further review. Ensure that all sensitive information is hidden from the billing statement before sharing it with us for security reasons.

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

  Customer response

  01/15/2025

  Attached photos of New Orlean charged $81 deposit on 11/29/2024 and refund $61 on 12/31/2024. $20 was called cancelation fee, which is NOT as described FREE cancellation before Apr 9, 2025.

  Customer response

  01/15/2025

  I am rejecting this response because:   I have attached the requested proof of $20 cancellation fee via 2 photos, 1 is charged $81 for deposit, one is refund $61 of the deposit. There is $20 missing, referred as cancellation fee. Please help to claim $20 back. Thanks.

  

  Business response

  01/29/2025

  29 January 2024 
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. ****** **** (BBB case number ********). We understand that he is requesting a refund for a hotel reservation under itinerary number **************. We are sorry for the trouble caused to him.
  
  We attempted to contact the hotel regarding the $20.00 charge but did not receive a favorable response from them. Considering Mr. ****** loyalty, we have credited his account with ***** USD One Key Cash as a goodwill gesture. 
  
  Please feel free to reach out if you have any further questions or need assistance. 
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

  Customer response

  01/30/2025

  I have reviewed the business response and accept this resolution. 

*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. ↩