Hotels.com

They lied and charged me 15$ and change as a refundable deposit and after my vacation when I realized the money went to hotel.com I asked about my deposit they conveniently don’t show one and when I sent the screenshot it kept saying error even though my side showed it went through. Sorry I’m trying to make a long story short. Anyway it shows up on my app as a credit for some club I didn’t sign up for!

Despite clear evidence that the hotel resold the room, Hotels.com refused to assist or intervene. Very poor customer support for an international booking. I expected better protection from a major platform.

In October 2025 I booked an overnight stay at Holiday Inn, Bilbao via Hotel.com for August 2026. Due to unforeseen circumstances, my needs changed and in January 2026 I requested to change the date of the booking by 5 days. Hotel.com quoted me a cancellation fee of the full amount I had already paid, plus full costs for the different night. I attempted to book de novo for the new night, i.e. I did not cancel the original booking and the cost was slightly less. It appears that someone (Hotel.com? Holiday Inn?) makes a very major profit from cancellations and alterations. I queried this on Hotel.com Chat communicating with Piyush who confirmed that this was Holiday Inn policy but attempted to negotiate with them on my behalf. I was assured I would get a reply within 72 hours. Ten days later and no communication at all. I will never use Hotel.com or Holiday Inn again.

Booked hotel, upon turning up to the hotel the owner told me the system overbooked me. The owner said I need to contact hotel.com myself for a refund. Which I did. They said I need to wait 24-72 hours. They said they will call still no call. What a hassle when it’s not even my fault the hotel over booked with the hotel.com system and now I’m having to chase for my money back