Complaints

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a hotel stay with hotels.com. On their website they stated that if i booked through their app I'd get double rewards. So I downloaded the app and did just that booking through the app and putting in the code. However I did not get the double rewards and after numerous calls with their terrible phone support someone mentioned I had to pay for the room through the app also to get double rewards but since I paid at the hotel I only get single rewards. This was not disclosed anywhere. I want what was advertised.

  

  Business response

  06/06/2022

  Business Response /* (1000, 21, 2022/05/06) */ Dear Better Business Bureau, It has been my pleasure to assist with Case #XXXXXXXX. Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on November 22, 2022 via website for arrival on March 17, 2022 and departure on March 18, 2022. At the time of booking, the customer agreed to the following cancellation policy: Non-refundable: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Conclusion: We have issued the 2 stamps to the account for the missing stamps. I have added a $50 coupon to your Expedia.co.uk account which can be used when booking a standalone prepaid hotel or package booking with us and further terms and conditions can be found from within your account. Kind regards, Jalen B. Global Customer Resolutions Team Consumer Response /* (2000, 23, 2022/05/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I just wanted my stamps as advertised and that's what they gave me so I am happy. I'm not sure why they are talking about cancellation policy? I didn't try to cancel, I just wanted the stamps as promised.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation for an East facing suite with the Westin Hotel in Nashville, TN via Hotels.com. I called and confirmed the suite info. before making the reservation. I called before the day of check in to request "early" check in and I was denied. My "city views" suite was given to a disgruntled guest, so I was told, that had to wait for "3" hours to check in. I rented the suite in order to view the city's 4th of July fireworks celebration. The suite that was reassigned to me faced to the West, and of the Gulch area of town. The only offer made by management to make up for the issue was a $100 credit.. I had used a "Free Night Stay" from Hotels.com to pay for part of the room and $345+ to pay for the remainder of the suite. I couldn't and didn't use the suite and returned my key as I had to scramble to communicate to my "9" guests (that were planning to attend) that everything was canceled. The Westin told Hotels.com that the room was used and therefore won't refund my funds and "Free Night Stay". I, literally, have been robbed.

  

  Business response

  05/23/2022

  Business Response /* (1000, 21, 2022/04/21) */ Dear Better Business Bureau, It has been my pleasure to assist with Case # XXXXXXXX. Our findings and resolution to the case are listed below. Findings: I can confirm that this reservation was created on June 12, 2021 via the Hotels.com mobile app for a 1 night stay at The Westin Nashville, checking in July 04, 2021 and checking out July 05, 2021. The room type booked is listed as "Executive Suite, 1 Bedroom, Non Smoking" and there are no special requests attached to the booking in our records nor a specific view associated with the room type. The booking was made under the following cancellation policy, agreed to at the time the booking was made: The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. When we reached out to the property to request a waiver of the cancellation policy they advised that due to the holiday they were not able to approve a refund. They advise a room was provided for the room type booked, however they were not able to honor the request for a specific view due to a lack of availability. Conclusion/Resolution: The property has advised that their prior offer for a 100 USD refund can no longer be processed due to the timeframe since the offer was made. They did however advise that the customer can contact them directly to receive a credit of 100 USD that can be used on a future reservation with The Westin Nashville. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Chris W. Global Customer Resolutions Team

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/14-8/16 of 2021 I booked and reserved a handicap room at the Fairfield Inn & suites Nashville Hendersonville via the hotel.com app. However, when I arrived in Nashville from Columbus Ohio to check in I was told they had no more handicap rooms so I had to stay in a traditional room not equipped to handle wheelchair traffic. Specifically in the restroom. I contacted Hotels.com 3 times since then to receive a refund but they have failed to do so. These are facts. Black and white. Everything should be on record in regards to specifically reserving a handicap room via app and not getting one once I've already traveled to destination. Please expose this company and make them take responsibility for their terrible service and injustice. And maybe this wouldn't be SUCH a big deal if I hadn't just broken my back and become paralyzed! I couldn't even shower! I'm beyond upset and disappointed. I want justice for these billion dollar companies treating people this way.

  

  Business response

  04/14/2022

  Business Response /* (1000, 9, 2022/03/20) */ Dear Better Business Bureau, It will be my pleasure to assist with our customer's recent BBB case # XXXXXXXX. Findings: We can confirm that this reservation was created on August 12, 2021 via the Mobile App for arrival on August 14, 2021 and departure on August 16, 2021. At the time of booking, the customer agreed to the following cancellation policy: Cancellations or changes made after 11:59 PM local hotel time, Friday, August 13, 2021 are subject to a hotel fee equal to 1 night(s) plus taxes and fees. If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the hotel of up to 100% of the booking value. We attempted to contact the hotel (as this is a hotel collect reservation) to see if any refund could be processed, however, they were unable to pull up this reservation. We were not able to obtain any refund waiver. CONCLUSION/RESOLUTION: We would like to offer our apologies for any inconvenience this may have caused the customer. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind Regards, Page H. Global Customer Resolutions Team

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a 6 night stay at a hotel through the website for travel to Negril, Jamaica 2/6 - 2/12/22. I paid the highest room rate for a 1 bedroom apartment. The first two nights we were placed in a studio, which was advertised at $20 less than I paid. The third night we were moved to a horrendous one bedroom, located in the parking lot. The bedroom lights did not work, the wifi did not work, the porch door did not lock and we barely slept due to the car alarms and stereos right under our window. Staff and management at the hotel could not be found. I contacted hotels.com at 4 am that we were checking out after the third night. We left keys with the security, as the management was not at work and the office closed, despite it being during working hours. To date, hotels.com customer service has refused to transfer me to a supervisor, or adjust the charge on my account. They state that we need to contact the hotel. I paid the agency, not the hotel. I will pay the reduced rate for two nights, and 1 night at $96, but I want to be credited the balance of my payment, as we did not stay at the hotel. I keep being told that a supervisor will return my call, and have yet to receive that call.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hotel.com reservation: XXXXXXXXXXXXX. I booked a hotel stay for 1 night, checking in on 2/18/22 and checking out at 2/19/2022. I thought I had until today to cancel my reservation, I attempted to call someone on the phone however you can only virtual chat and I requested the cancellation be canceled... the virtual chat came back and made me aware that cancellation was confirmed. I then received an email stating my refund was $0 USD. I attempted to contact all the numbers I can find on internet to speak to a real human with no success. I then reached out to the hotel directly and they said that mt reservation was just canceled but there's was nothing to refund me since nothing was charged. I attempted to cancel the reservation because the hotel is much further to my destination (based on Mapquest), but ilia Hotels.com is unable to refund me than I need my reservation reinstated, however it is extremely difficult to reach anyone that I could actually speak to. My Hotels.com reservation is number: XXXXXXXXXXXXX, my email address is: ************@yahoo.com. Please help me! Thank you in advance. Regards ******

  

  Business response

  04/06/2022

  Business Response /* (1000, 9, 2022/03/19) */ Dear Better Business Bureau, It has been my pleasure to assist with Case # XXXXXXXX. Our findings and resolution to the case are listed below. Findings: We can confirm that on January 25, 2022, the traveler made a reservation to stay February 18-19, 2022 at Holiday Inn Express & Suites Kingston-Ulster, an IHG Hotel for a total 234.27 USD with free cancellation until 6:00 PM local hotel time, Friday, February 11, 2022. At the time of booking, the traveler selected the payment option to "Pay Later," meaning the hotel is the billing party and no funds pass through Hotels.com. Since no funds pass through Hotels.com, we are unable to view, assist with, or process any refunds on the booking. These terms of payment, as well as cancellation/change policy, were disclosed and agreed to by the traveler prior to submitting the reservation for confirmation. After a booking is made on Hotels.com a system generated confirmation email is sent that includes the dates of stay, property name & contact information, the traveler's name, billing information, and the cancellation policy. We have no case history associated to this booking. Conclusion/Resolution: We would like to offer our apologies for any inconvenience this may have caused the customer. Unfortunately, based on our finding the traveler will need to contact the Holiday Inn Express & Suites or their bank for assistance with charges to their account by Holiday Inn Express & Suites. Thank you for bringing this matter to our attention and allowing us a chance for resolution. Kind regards, Jeanette B. Global Customer Resolutions Team Consumer Response /* (2000, 12, 2022/03/22) */ Yes, I'm satisfied with result. Thank you for looking into it. After further research from my end I realized it was my error. Thank you for your understanding.

*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. ↩