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Hotels.com Reports & Reviews (5)

- Rochester, MN, USA • Oct 22, 2024
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Hotels.com website states a price of $125 - taxes and fees included but when I clicked on that choice to book it, it jumped to $144.99 with no explanation and no way to correct it. I feel this is how the company scams people over and over again which, in the end, makes them tons of money while basically scamming and stealing from many customers. While it's only $20 for me, this scam adds up over the course of many customers.

I have screenshots as proof.

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- Valley Village, CA, USA • Jun 26, 2024
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Scammer had a listing on hotels.com for a hostel. Presents pictures of a very nice, luxurious living quarters, private bedding, personal air conditioning, comfortable environment to sleep. Stated there was a pool, there was no pool. Stated no pets allowed, but they had a large dog that cried and barked in the backyard all night because that's where they keep their dog. What I got was nothing like the pictures, it was in someone's house in someone's bedroom with no curtains over the windows. Host was a Russian man, house was occupied by several other Russian men who lived in the house. They congregated in the kitchen drinking and talking laughing out loud all night long While on a speakerphone with someone in Russia. Because there was no blind on the window over the bed, a motion sensor light would turn on every 30-40 minutes and shine into the bedroom. No air-conditioning control, bedroom was extremely hot the entire night. I slept maybe three hours. The hostel rental was absolutely nothing like the pictures. They purposely do not allow feedback on their listing to continue luring guess. Strict policy no refunds allowed. They made me Pay prior to showing me the hostel rental and amenities, no refund allowed.

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- Manchester, IA, USA • Apr 05, 2024
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Made reservations to go see the eclipse in Carbondale,Illinois over a year in advance (Feb 2023) at the Unniversity Inn of Carbondale. I made the reservations for 2 rooms, thru a 3rd party, Hotels.com. I called the hotel directly to confirm the reservation on Wed. APRIL 3rd. They confirmed my reservation. The next day, (when they realized that I had only paid less than 100.00 per room), they called to tell me the hotel was closed due to water and electrical issues. Minutes later, on the website, 2 rooms were available for $1132.00 each. The price was crossed out and showed they were giving a "DISCOUNT" to $552.00 per room. THIS IS PRICE GOUGING! SHAME ON THEM! I filed a complaint with hotels.com and they quickly removed them from their website.

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- Berkeley, CA, USA
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INITIAL EMAIL FROM HOTELS.COM TO Pacific Motor Inn:

Jun 25, 2023, 9:30?PM

to GM ([email protected]); Marc ([email protected])

www.hotels.com

Hello Pacific Motor Inn,

I'm requesting your approval for a change for the following reservation. Our mutual customer, **** ****** , Will change date

Traveler name(s): ****

Confirmation #: EXP-34990236

Check-in date: 24 Jul 2023

Check-out date: 25 Jul 2023

New Preferred Dates: WED to THURS

Check-in date: 26 Jul 2023

Check-out date: 27 Jul 2023

Please reply to this email within 1 business day with your approval and include:

Approver's name:

Approver's position:

Additional comments:

Thanks for your consideration.

Sincerely,

Mark F.

Smnjfugaban

Hotels.com Customer Support Team

----------------------------------

FOLLOWING THIS EMAIL BEING SENT, I CALLED AND BEGAN A CONVERSATION WITH "ASSISTANT MANAGER, MARC" WHO WAS EXTREMELY DISRESPECTFUL TO ME. HE REPEATEDLY CLAIMED THAT HOTELS.COM DID NOT SEND AN EMAIL, AND THAT THERE WAS NOTHING HE, OR THE OTHER MANAGERS AT PACIFIC MOTOR INN COULD DO TO HELP. MARC REPEATEDLY SAID THAT HOTELS.COM WAS "LYING" ABOUT EMAILING THEIR PROPERTY, AND THAT I "SHOULD HAVE BOOKED THROUGH EXPEDIA OR A MORE RELIABLE 3RD PARTY WEBSITE"-- THAT THERE WAS NOTHING HE COULD DO TO HELP ME.

------

While on the customer chat with Hotels.com, I asked them to begin cc'ing me on all emails to Pacific Motor Inn because Marc insisted Hotels.com was "lying" to me.

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

Here was the email I received and forwarded to Marc, which verified that the emails were being sent from Hotels.com to Pacific Motor Inn.:

****

Jun 25, 2023, 9:34?PM

---------- Forwarded message --------- From: Hotels.com Travel Team <[email protected]> Date: Sun, Jun 25, 2023 at 9:30 PM

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

Here is the email response I got from Pacific Motors Inn an hour after I forwarded the email from Hotels.com. This was the email I received after he assistant manager at Pacific Motor Inn spoke to me in a was that was EXTREMELY disrespectful and unprofessional, AND he PURPOSELY ATTEMPTED TO MISLEAD ME ABOUT THE EMAILS FROM HOTELS.COM TO AVOID HELPING ME:

"Marc P <[email protected]>

Jun 25, 2023, 10:46?PM

Good Evening Miss ****

My name is Marc P.,

I'm the assistant General Manager of Pacific Motor Inn.

My staff have fill me in of your situation and i have contact the third party myself about the issue

We are very sorry about your mistake on booking the wrong date and the modification that needs to be done.

We would like to let you know that we approve the modification but

it was mishandled by the third party since neither the GM nor I receive an email from them.

The only Email we have received is your email that you have forwarded to us.

The frontdesk was only doing his job notifying all parties that would need to make the adjustment.

To be honest we were already off work when the whole management worked 9 to 5.

I'm replying to you and notifying you that we have sent the email and replied to the third party."

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I would like the deeply unprofessional behavior at Pacific Motor Inns to be documented. Their baseless claims that Hotels.com was "lying," that they did not receive emails, and the manner they treated me was entirely unprofessional.

Additionally, I would like to add that I no longer feel physically safe staying at Pacific Motor Inn for the night of 6/26/23. The aggressive, disrespectful, unhelpful, dishonest behavior from this establishment makes me doubt the quality of the room and believe I will be retaliated against for informing them I would document the incident. Ultimately, I would like this incident documented and a refund in full because no consumer should ever be treated this way.</[email protected]></[email protected]>

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I booked a condo with hotels.com for our stay in cancer and upon our arrival the place did not exist. I am traveling with my family which includes my 3 children. We were out in the street without a place until we found a place at 1am which charged us close to 700 dollars per night. Hotels.com was very hard to get ahold of and have not yet helped to solve the issue.

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