Complaints for Hotels.com in Bellevue, WA - 111980617

Complaints	Type of response
3	Making a full refund, as the consumer requested
1	Making a partial refund
4	Agreed to make an adjustment
1	Refusing to make an adjustment
8	Refuse to adjust, relying on terms of agreement
12	Unanswered

29 complaints against Hotels.com

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4/11/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $170.00 Amount Settled: $0.00

Customer Complaint

3/21/2024

I was visiting NY and need a hotel stay for one night my bus was leaving the next day, so I booked a room at Truss Hotel for Sunday 3/17 - Monday 3/18 for $179 When I got the email reservation it stated Mon3/18- Tue 3/19 I contacted them right away to change the date but they stated the date couldn't be changed so I asked to cancel , I told it would be 72 hour for a refund but now they are stating I can't get a refund. I never used the room I couldn't, I call the hotel and they were no help. I am so disappointed. Resolution Sought I was looking to get a refund I understand that it was my clerical error I believe I don't even know if that's true cause I know I needed it for Sunday night to Monday not Monday to Tuesday so even then if I could've gotten half if they said OK you get a half a refund but to get no refund is just so disappointing

Company Response

3/29/2024

March 29, 2024, Business Consumer Alliance Expedia Alaska, Oregon, Western Washington Complaint Department RE: Expedia Case # 02631252 Dear Better Business Bureau, Thank you for taking the time to contact Expedia.com regarding an issue from our customer. We appreciate the Business Consumer Alliance (BCA) allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from Ms. Kimberley regarding a hotel itinerary with Expedia.com. We have reviewed the information Ms. Kimberley provided to address her issues. Our records indicate that on March 17, 2024, Ms. Kimberley booked a hotel itinerary using the Hotels.com website under itinerary 72784334128801. The check-in was on March 18, 2024, and the check-out was on March 19, 2024, with Truss Hotel Times Square, New York, NY. We reviewed itinerary 72784334128801 and found that this was a voluntary cancellation, where she booked the itinerary on a non-refundable policy. The same information appeared on the booking confirmation sent to the registered email address. Please understand that Expedia is a third-party intermediary for our travel providers and customers. So, any refund/credit she may receive must be authorized by the travel provider following their cancellation/refund policies. As an intermediary, Expedia is bound by the hotel's policies and their application of those policies in this case. So, we are unfortunately unable to accommodate her refund request. While we regret that Ms. Kimberley's experience was not as we hoped, we thank you for allowing us to address the issues brought to our attention. Please don't hesitate to contact us with any other questions about this. Regards, Nikhil Awasthi Global Traveler Resolutions Team

12/21/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $389.68 Amount Settled: $0.00

Customer Complaint

12/1/2023

I booked a room through hotels.com last night for 2 nights. I added insurance for the room through AIG travel guard in case I needed to change anything. After speaking with family I realized I booked at the wrong hotel. I went to cancel this morning and was notified that it is not refundable. Also it isn't even December yet and this room is for March 8-10 2024. I spoke to both companies and was informed by hotels.com and AIG that they cannot confirm that my money would be refunded but I cannot make a claim to find out until I cancel my reservation. This is such a scam. I would like to send a picture of the insurance "standard" that you can see when booking. Resolution Sought Refund my $389.68

Company Response

12/10/2023

December 11, 2023 Better Business Bureau Dallas, TX Complaint Department RE: Hotels.com Case # 01041711 Dear Business Consumer Alliance, Thank you for taking the time to contact Hotels.com regarding an issue with our customer. We appreciate the Business Consumer Alliance allowing us time to address the comments and concerns brought to our attention. Hotels.com is responding to the consumer complaint from Ms. Trachte regarding the cancellation of the hotel booking with Hyatt Regency Minneapolis under Hotels.com Itinerary 72051231474330. Our records indicate that on Nov. 28, 2023, Ms. Trachte made a nonrefundable hotel reservation for March 8, 2024, to March 10, 2024, worth 389.68 USD (which includes the insurance worth 16.78 USD). She contacted our support team to request a cancellation and sought refund approval through an insurance claim. We'd like to inform you that the insurance claim process can only be initiated after the booking has been successfully canceled. One won't be able to claim insurance unless the booking is still active, and now that the traveler has canceled and refunded the insurance plan for 16.78 USD, filing a claim for the booking is no longer an option. Given the situation where the booking was made for the wrong location, we took the initiative to reach out to the hotel, and they have agreed to cancel the booking and provide a full refund of 372.90 USD. We have shared the above information with the traveler via email as well. In case the traveler wishes to cancel the booking, we request that the traveler reply to the email, and we will reach out to the traveler. 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, Himanshi Global Traveler Resolutions Team

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