Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hotels.com not advising that their a Third party administration making reservation on behalf of ******************************.

  

  Business response

  01/14/2025

  January 14, 2025
  
  Better Business Bureau? 
  ******, **? 
  Complaint Department 
  
  Hotels.com?Case # (06282432) 
  
  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 ******* ****** ******* (BBB case number ********) regarding the contract discloser with Courtyard *************************;
  
  Upon further research, we are unable to locate a Hotels.com account associated with the email ********************************* that ******* shared in her complaint. We respectfully request that ******* provide us with the email address associated with the account and the itinerary reference. This information will enable us to appropriately address Katricas concerns.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely, 
  ******* *****? 
  Global Traveler Resolutions Team 
  

• Initial Complaint

  01/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I needed to make reservations at the Hyatt Hotel in ***************, ********, because I Had an appointment at the *******************************. Unbeknownst to me, the arrangements went through hotels.com. included in the arrangements was a $26 cancellation insurance policy which I paid. Because of the severe snowstorm that has affected the whole country and the fact that I live in a very mountainous remote area of ******************, I canceled my appointment but scheduled it for another date. When I contactedhotels.com, they told me there was a $365 cancellation fee which they charged to my credit card making my losses now approaching $1000. I did contact the credit card company to put them on notice the last agent I talked with at hotels.com was to check with the hotel and Get back with me which of course they have not done. I contacted the hotel and was told that there was nothing they could do because they hadnt received any money. They too are at the mercy of the scam that hotels.com has created. Anything that you can do to help a 83 year old retired teacher will be much appreciated. Thank you.

  

  Business response

  01/10/2025

  January 10, 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Expedia reference number: 06282408
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ******************************************** case number ********) allowing us time to address the comments and concerns brought to our attention.
  
  We understand that Ms. ******* ****** is seeking a refund for her hotel reservation secured under itinerary number 72984636374828.
  
  Our records indicate that Ms. ****** booked a hotel reservation with *************************** for the check in on 06 March 2025 and check out on 10 March 2025. The booking amount is ****** USD.
  
  We have thoroughly reviewed Ms. ******** case and noted that she has contacted our support team on 07 January 2025 to amend the dates of her reservation. Our team successfully assisted in changing her booking to 06 March 2025 to 10 March 2025.
  
  In the screenshots Ms. ****** provided, we observed a pending transaction of ****** USD on 06 January 2025. Additionally, another screenshot indicates that her booking was cancelled, and a refund of ****** USD was initiated to her original form of payment, with a cancellation fee of ****** USD applied.
  
  Regrettably, we could not locate any information or records regarding the refund amount of ****** USD or the pending transaction of ****** USD. To assist us in further reviewing this matter, we kindly request that Ms. ****** to kindly share a complete screenshot of the email address from which she received the hotel cancellation and refund confirmation email.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.
  
  Sincerely,
  ****** ******
  Global Traveler Resolutions Team

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a month long trip to 7 countries, one of these destinations was ****** ****** at [***************************] from 12/17/2024 - 12/21/2025. When I got there, the place and the entrance is scary, it looks like you entering a Horses Stable, the condition of the property is really bad and not supposed to advertise as property to stay in for travellers, (a hostel has better conditions).1- Walks have cracks, and the pictures advertise in Hotels.com is misleading.2- Hard to manage taking a shower, and if you cant mange right, water will be going out of the back of the tub, and will be flooding the area, because the curtains doesnt cover the back of the tub.3- After EXACTLY TWO minutes in the tub, you will run out of hot water.4- No Shampoo and no body gel, all what they put is Hand soap bottle.5- Shower snd toilets are in very bad ************ make long story short, the property is not like the advertised, and not liveable, unless they tell the truth.I had to cut my journey, and leave a day earlier, because I couldnt survive these conditions. They just destroyed my fun and excitement visiting *******I had to get the keys for it from other hotel, which in fact they own it and manage it, but they dont tell the truth or refer you to the property management.Hotels.com and the property management misleading and cheating travellers.Hotels.com doesnt have an option or link in their website to submit a complaint, because they mislead and hide. All their agents doesnt know how or where to submit a complaints, all what the give is the Hotels.com and tell you in the bottom, but in fact there is nothing (you can review my chat with many of them) no one knew how to file a complaint.

  

  Business response

  01/14/2025

  15 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 addressing the complaint from Mr. ****** *** (BBB case number ********) regarding his reservation at ***************************. Our records show that on December 15, 2024, Mr. *** booked a four-night stay from December 17, 2024, worth $185.76. We understand Mr. *** is seeking a refund due to an unsatisfactory experience.
  
  Mr. *** contacted our frontline agent after completing his stay, limiting our options. However, we have forwarded his feedback to the relevant team for future improvements at the property.
  
  Mr. *** can log in to his Hotels.com account, click on the My Trips section, and select the hotel name to write a review. Travelers typically receive an email to share their experiences after completing their trip.
  
  Since Mr. *** completed his stay, a refund is not possible. However, considering the issues raised, we have added $186 worth of OneKeyCash to his Hotels.com account. please refer to this link for more information on ********************************************
  
  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, and I confirm that the dispute has been settled to my satisfaction.

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 25, 2024, my partner and I checked into YVE Hotel Miami for a three-night stay, but we were forced to leave after just one hour due to the appalling room condition and serious health concerns. The linens were stained with blood and hair, the coffee machine was used with a used pod still inside, and the TV was completely non-functional. Adding to the distress, my partner began experiencing asthma symptoms triggered by the unsanitary environment. We immediately attempted to contact the hotel staff, but no one answered our calls. Concerned for my partners health, I reached out to Hotels.com customer service, who advised us over the phone to leave the hotel immediately due to the lack of response from the hotel. The Hotels.com associate assured us that a refund was possible given the safety concerns. Despite this, Hotels.com later refused to provide any compensation, claiming they could not process a refund because they were unable to contact YVE Hotel for confirmation, citing their policy of being bound by the hotels terms. The unacceptable conditions at YVE Hotel reflect substandard services and a breach of the implied warranty of habitability, as the hotel failed to provide a safe and livable environment. Moreover, YVE Hotels continued unresponsiveness to both me and Hotels.com raises serious concerns about their accountability. It is deeply disappointing to see Hotels.com prioritize their vendors unresponsiveness over a genuine customer concern. I had every valid reason to leave the hotel and took reasonable steps to inform Hotels.com of the issue, yet instead of supporting me, they chose to hide behind the excuse of the hotel being unreachable.

  

  Business response

  01/23/2025

  January 23, 2024
   
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
   
  RE: Expedia Case #*******
   
  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 **** ********* Ihada (BBB case number ********) regarding the refund for their hotel booking under itinerary number 72059898785581.
  
  We regret the issues Mr. ***** faced with the room conditions and health concerns. We contacted the supplier and after thoroughly reviewing all records related to their stay, the supplier has informed us that they did not find any reports or indications of the issues raised during the time at the hotel. As a result, they regret to inform us that they cannot proceed with issuing a refund.
  
  Furthermore, the supplier has requested that if Mr. ***** has any additional information or documentation that could assist in further reviewing the matter, he can share it with us and we will forward it to the supplier.
  
  While we empathize with the discomfort Mr. ***** experienced, we are bound by the suppliers decisions and policies in this matter. 
  
  If you have any further questions or concerns, please feel free to contact us. 
   
  Sincerely,
  Harrysha
  Global Travel Resolutions Team

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon,I reserved a room through hotels.com at ******************, ** on 12/23 (for that night) due to a flight delay and subsequent weather conditions. After placing the order, I immediately realized that I had reserved January 7, which was a mistake. I was able to switch the night to 12/23 and my card was only charged one time, but it was (and has remained) charged for the incorrect amount of $158.18. The room rate for 12/23 was actually $102.93. I have contacted hotels.com multiples ways to have this rectified - I have emailed (which was kicked back), attempted to reach out on social media, and have also called and gotten ahold of a customer service representative two times. The second time he assured me this could be fixed and indicated he had emailed me so I could send documentation, but his email never arrived. I am requesting a refund amount from hotels.com of $55.25. Thank you.

  

  Business response

  01/14/2025

  January 14, 2024
  
  Better Business Bureau
  ******, ****** & ******************
  Complaint Department
  
  RE: Hotels.com Case #*******
  
  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 refund for their hotel booking at ********* in ******
  
  Upon further research, we were unable to find the itinerary number with the email address provided in the complaint. Therefore, we respectfully request Ms. **** provide us with the itinerary number with the email address used at the time of booking. The requested information will enable us to address their concerns appropriately.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us. 

  Sincerely,
  Harrysha
  Global Travel Resolutions Team

• Initial Complaint

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As a new customer of **********************, I received a welcome email introducing me to ****** and informing me I could use a $15 gift toward a future hotel reservation. Following the email, I signed into my account and researched stays in *******, **. I used the "Pay Now" feature and applied my $15 OneKeyCash to book a two-night stay from 3/16/25 to 3/18/25. The "Price Details" section displayed a total of $****** my surprise, my receipt showed a total of $434. I then checked my credit card account and saw a pending charge of $434, not the $419 I expected. Additionally, I noticed that the $15 OneKeyCash remained in my account. I feel deceived. All the hotel booking sites I reviewed advertised the same rate for the hotel I chose, and I specifically went with Hotels.com because of the $15 discount.I contacted customer service to request a $15 credit to my card, but their proposed resolution was for them to contact the hotel to see if they could waive the $50 cancellation fee and for me to attempt to rebook. This is not an acceptable solution, as there is no guarantee the hotel would waive the fee, and I do not want to cancel my reservation. I simply wanted to pay the advertised price when I clicked Complete Booking. Additionally, I do not want to risk losing the specific room I reserved, as this hotel has unique themed ******** make matters worse, I noticed that the "Pay Now" rate for similar rooms with the same base rate has increased by $8 since my original booking. Even if the hotel waived the cancellation fee and I successfully rebooked with the $15 OneKeyCash applied, the savings would amount to only $7. This small difference is not worth the time or the risk of not being able to book the specific room I reserved. The resolution I am seeking is straightforward: I request that $15 be credited back to my original form of payment and that the $15 OneKeyCash be removed from my account, as it should have been applied to my reservation but was not processed correctly.

  

  Business response

  01/14/2025

  15 January 2025
  
  Better Business Bureau
  Hotels.com - **********
  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 ***************************************************** 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 refund of incorrect billing.
  
  Our records show that Mr. ****** had booked a stay at *********** from March 16, 2025, to March 18, 2025, under Itinerary# **************.
  
  Upon reviewing the details, we have made an exception and refunded ********************************************* 9820. This refund will appear on the account within 710 business days. Additionally, 15 USD worth of One Key Cash has been deducted from the account.
  
  We request Mr. ****** to ensure that the One Key Cash in your account is applied correctly to future reservations.
  
  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

  Customer response

  01/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/05/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used my personal credit card online to reserve a hotel booking. Within hours I received a fraud notification from the credit card company of a suspicious charge. When I looked up my account, there were four fraudulent attempts to use my credit card. I tried to speak with someone at Hotels.com but found this to be an impossibility.m Luckily he credit card company caught these charges. It sd clear that the fraud originated from Hotels.com as this is a card that I onoy use for ravel related expenses. so it could not have been from another use.

  

  Business response

  01/16/2025

  January 16, 2025
  
  Better Business Bureau
  ******, **
  Re: Hotels.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Hotels.com is responding to the consumer complaint from Mr. ***** ****** (BBB case number ********) regarding the hotel booking.
  
  We are sorry for the hassle Mr. ****** faced while creating the booking on Hotels.com. We would like to inform Mr. ****** that we could not locate any suspicious charges in our records that he mentioned in his complaint. Therefore, we request Mr. ****** to share the piece of evidence (screenshot) regarding his claim that would help us to investigate the matter further.
  
  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.
  
  Regards,
  ****** *****
  Global Traveler Resolutions Team

  Customer response

  01/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When searching for hotel accommodations for 1/4 - 1/5 I was provided with an option for Sheraton 4 points bakersfield at a rate of $91 and chose to apply my $10 one key rewards to make the total $81 and it states all taxes and fees are included in the price when proceeding with booking the price changed to $126 so i started a new search and was still provided with the $81 rate but unable to book at that rate. I have also stayed at this hotel fir the past 2 days booking through hotels.com and where it has informed me the deposit was $50 per stay and upon check in it has been $100 per night. This is false adverstisement in the state of **********. spoke with ******** agent#**** and who was unable to honor the advertised price for the purchase and inly willing to prove a refund after which assumes my financial ability to pay

  

  Business response

  01/13/2025

  January 13, 2025
  
  Better Business Bureau
  ******,**
  Re:Hotels.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Hotels.com is responding to the consumer complaint from Mr. **** ****** (BBB case number 22769434)regarding the Hotel booking. Our records indicate that Mr. ****** made a hotel booking from January 02, 2025, to January 03, 2025, itinerary reference 72998887481696.
  
  We regret to learn about the hassle that he faced with this booking. We want to inform that we have investigated the matter and found that the upon receiving his complaint we contacted the hotel to validate the situation. As per the hotels records the deposit fees has been recently updated to ****** USD and we assure that Mr. ******* feedback has been taken seriously and we will take the necessary steps to prevent this in future.
  
  Furthermore,for his concern on the prices difference we would like to inform that we work on the live inventory where the prices keep fluctuating.
  
  Acknowledging the hassle, he faced we have added the OneKeyCash of ***** USD in his Hotels.com account. To know the process and policies to use OneKeyCash kindly refer to ****************************************** .
  
  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.
  
  Regards,
  ****** *****
  Global Traveler Resolutions Team

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a hotel through the website, as we have done many times without issues. This time, we chose a hotel for our family vacation because it appeared to be located right next to the ocean, offering access to a full resort-style experience. Unfortunately, after a death in the family, we tried to request a reimbursement but were denied. This prompted us to investigate further, as we could not reach the hotel directly. Both we and Hotels.com discovered that the phone number provided was inactive. When we checked the address on Apple Maps, we realized it was not near the ocean as advertised. Furthermore, we found that the photos used in the listing were of a different resort and were not associated with the hotel we booked. Feeling deceived, we reached out through the app to resolve the issue or seek clarification, but our attempts were ignored.We then contacted AMEX and Hotels.com, explaining that the listing was fraudulent and requesting a refund, but neither would assist us. Feeling uneasy about the situation, we chose not to stay at the hotel and believe it is only fair to be reimbursed. Adding to our frustration, we attempted to leave an honest review on the website, but it was repeatedly flagged as invalid despite using appropriate language. It appears the platform may be suppressing negative reviews. We booked based on false information and strongly feel we should be refunded.

  

  Business response

  01/23/2025

  Date January 23, 2025
  
  Better Business Bureau
  ******,**
  Re:Hotels.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Hotels.com is responding to the consumer complaint from Ms. ******* ***** (BBB case number ********) regarding the Hotel booking.
  
  We regret to hear about Ms. ****** loss. Upon receiving her complaint, we checked our resources and found that the location of the hotel was correct. Apart from this for the refund waiver, we contacted the hotel and would like to inform ******** that we didnt receive the favorable response. Due to which we could not process the refund on this matter.
  
  We regret we were not able to meet Ms. ****** expectations. As a travel agency,we are bound by the suppliers policy.
  
  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.
  
  Regards,
  ****** *****
  Global Traveler Resolutions Team

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a fully refundable booking and I wanted to cancel it to rebook a hotel with a larger room and better deal. The cancellation virtual agent said the payment, INCLUDING rewards would get refunded to my account. I had used a $250 Member Reward on my booking. However when I canceled, my the reward did not get refunded - the reason that it had already expired. My account said that the reward expires today, Jan 3rd, meaning that it was not technically past its expiration date. Typically, something should still be able to be used until the last date of its expiration and during cancellation, the chat says there would be a FULL refund.When I reached out on X for support, I was told that theres a possibility that the rewards expire at noon instead of midnight and theres nothing they can do. If this is the case, it should be clearly stated on the website before a cancellation is made. $250 in rewards is not a small amount and as a long time platinum member, this was a really disappointing experience. There was nothing that Support was able to do; they stated that the promotional was made by the system and they can't offer anything to make up for it even though the rewards had not reached beyond its expiration date. The cancellation chat gave me false information about my refund, and is very misleading. Had I known this was the case, I would have just kept the original booking instead of trying to cancel and re-book. Now I will need to pay out of pocket for a new hotel.Truly disappointing that the support agent could not even help resolve this or provide some thing in rewards to make up for it. Responses were unhelpful and they blamed the system instead of trying to find a way to resolve. At least a way to keep the original booking and not have to pay more would have been helpful.

  

  Business response

  01/15/2025

  16 January 2025
  
  Better Business Bureau
  Hotels.com - **********
  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 Mr. *** *** (BBB case number ********) regarding refund of Promotional rewards.
  
  Our records show that Mr. *** had booked a hotel reservation at Hotel ************************** for a stay from April 24, 2025,to April 26, 2025, under Itinerary# **************.
  
  Upon review, it was confirmed that the 250 OKC was a promotional reward set to expire on January 3, 2025. The reservation was booked using this promotional reward, and canceling the booking does not extend the rewards expiration date. The terms and conditions regarding promotional rewards are clearly outlined on the Hotels.com website.
  
  Considering the loyalty and as one-time exception, we have added 250 USD in One Key Cash to your account for use on upcoming travel reservations. The terms and conditions for One Key Cash are available at the following link: ******************************************.
  
  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

  Customer response

  01/16/2025

  I have reviewed the business response and accept the paltry resolution for a refund of my promotion 

  Dhamandeep's response of me canceling my booking to extend the reward's expiration date is indicative of how clueless the customer support at ********************** are. READ THE COMPLAINT.

  1. I wanted to confirm that I would be getting a full refund on my rewards prior to cancellation as I wanted to rebook-- Nowhere does it state I cannot rebook in your Terms and Conditions (section 4.3 and 4.4)

  2. I was not cancelling to extend the expiration date, I rebooked another hotel the exact same day right after canceling the original fully refundable reservation.

  Dhamandeep's response of "Considering the loyalty and as one-time exception, we have added 250 USD in One Key Cash to your account for use on upcoming travel reservations" is snide and ridiculous. You're refunding me exactly what was already awarded to me in the first place.

  Hotels.com needs to update their Terms and Conditions on *** promotional offers to include what their stance on rebooking ahead of the promotional period expiration. The fact that I have to file an official complaint with BBB just to get my One Key Cash back should be a "one-time exception", not the acceptable standard business practices of a company like Hotels.com

*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. ↩