Hotels.com Cancelled My Reservations

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Feb 12, 2021
4
0
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Hello.

I have some serious issue with hotels.com and I would like to ask for advise and opinion for my case.

Generally I like to made a reservation with hotels.com since they have pretty nice reward program and price guarantee which I frequently used both.

I usually sent and summited the price guarantee claim for previous reservations with reward night serval time without any problem. (Mostly with successful claim and refunded)

However on this February, I made a reservation using reward night and sent a price guarantee claim for my booking and their price guarantee team sent me a confirmation for successful claim.

But then I received another email from another team, Hotels.com Transaction Processing
servlet.ImageServer
, saying that I have violated their term of use.


Dear Customer;

Thank you for your response. Please note that you have violated our website terms of use and we are unable to process future reservations for your account at this time. If
you have further questions regarding the terms of use, please visit our website where the full agreement is available for review.

We thank you for your time and apologize that we are unable to assist you further.

Sincerely,

Hotels.com Transaction Processing



So I sent email back to them and asked for the explanation. But they just only sent me the same email.

I called and spoke with their customer service team and they can't help me since they are from different departments.

Then I called my bank and disputed payment for this booking, also sent the bank the proof of successful claim and confirmation email form hotels.com

Now Im waiting for an update from the bank.

But there is another issue. I made reservation for next week but then hotels.com cancelled it and sent me another email.

Dear Customer;

Thank you for your response. Please note that your reservation has been cancelled and we are unable to process future reservations for your account at this time.

We thank you for your time and apologize that we are unable to assist you further.

Sincerely,
Hotels.com Transaction Processing
I replied back to them asking for the full explanation but still not receive any answer.

Another question is dose hotels.com have right to cancel my fully prepaid reservation without any consent from the guest?

What should I proceed with this situation?

Thank you

 

VoR61

Jan 6, 2015
4,062
6,487
the United States
Given their lack of detail suggest that you escalate this using the contacts in the following link:

Expedia
(who owns Hotels.com)
do not include attachments - - offer instead to send them upon request
be sure to start at the lowest level and that you give each contact one (1) week to respond before escalating to the next level

Explain that any violation of their terms was unintentional and that you are committed to comply with their policies
 

Skippy

May 30, 2019
896
2,390
What is your desired outcome?
  1. Refund for prepaid booking?
  2. Resumption of ability to use hotels.com for future bookings?
  3. Both #1 & #2?
If only #1, keep the credit card dispute because you were charged for a service not provided.

If #2 & #3, I agree with the post #2, but word your email to carefully explain that you don't know what the violation was and therefore it was intentional. Be prepared to withdraw your dispute through the bank.
 
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Feb 12, 2021
4
0
27
Hi Skippy and VoR61

Thank you for your advise.

Actually I still would like to use hotels.com for future booking since I still have some reward nights left on my account.

But once I made a booking, they will cancel it next day or immediately.

The reason I believe now that they think I have violate their term is submit several bookings for price guarantee with using reward night

with mostly their price guarantee team approved the refund.

So basically I would like them not to cancel my future booking.

Thank you
 

Neil Maley

Staff Member
Forum Moderator
Dec 27, 2014
25,852
28,968
New York
www.promalvacations.com
Did your request violate any of these:

Just so you know
We can’t price match for claims made on the day of check-in, for package bookings, or for bookings where prices aren’t available to the general public, for example:
Government or AARP rates
Blind bookings where you only find out which property you’re staying at after you’ve paid
Loyalty program member only rates, or when travelers pay using loyalty points on competitors’ sites
However, our Secret Prices are eligible for price match. Please see our Terms and Conditions for complete detail
 
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Feb 12, 2021
4
0
27
Did your request violate any of these:

Just so you know
We can’t price match for claims made on the day of check-in, for package bookings, or for bookings where prices aren’t available to the general public, for example:
Government or AARP rates
Blind bookings where you only find out which property you’re staying at after you’ve paid
Loyalty program member only rates, or when travelers pay using loyalty points on competitors’ sites
However, our Secret Prices are eligible for price match. Please see our Terms and Conditions for complete detail

Hello Neil

I already reviewed their condition and criteria before submit my claims every time with successful outcome.

Also I already got confirmation email from them for my recently claim.

Thank you
 

Neil Maley

Staff Member
Forum Moderator
Dec 27, 2014
25,852
28,968
New York
www.promalvacations.com
And of course their terms and conditions have many ways they can cancel your account. Perhaps they think you have excessively used the
feature. Your best bet is to use VoR’s post and write for an explanation from executives.

This is from the price guarantee section-

Changes - We reserve the right in our sole discretion to modify or discontinue the Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your booking will determine your eligibility under the Price Guarantee. Our failure to enforce any provision of these Terms & Conditions shall not constitute a waiver of that provision.

 
Feb 12, 2021
4
0
27
Another question, does hotels.com has a right to cancel my fully paid bookings without my consent?

Thanks
 

Skippy

May 30, 2019
896
2,390
Another question, does hotels.com has a right to cancel my fully paid bookings without my consent?

Thanks
Yes, it appears to me that they have the right to cancel your fully paid bookings -- but they do not have the right to cancel your bookings and also keep the money. The company has the right not to do business with any customer they choose (i.e. consumers they deem to be unprofitable), but that does not give them the right to take money and not provide a service.
 

jsn55

Verified Member
Dec 26, 2014
11,035
13,200
San Francisco
I'm sorry this is happening, but you should be dealing directly with hotels to make your bookings. H.com is just an online booking service with no interest in customer service. They spend their money on slick websites and national advertising, not employees. All the booking services are run by computers. Theirs is a numbers game and if a traveller makes a fuss about something, it's best for them to just blackball you. They don't care about your business at all. Far easier for them to lure in new customers based on perceived benefits such as discounts and a rewards program. We receive posts like yours constantly. You're dealing with a faceless website where it's all good, as long as things go well and you don't make any waves.
 

Alexander Pahany

Staff Member
Forum Moderator
Jan 6, 2021
482
1,677
Houston, TX
I'm sorry this is happening, but you should be dealing directly with hotels to make your bookings. H.com is just an online booking service with no interest in customer service. They spend their money on slick websites and national advertising, not employees. All the booking services are run by computers. Theirs is a numbers game and if a traveller makes a fuss about something, it's best for them to just blackball you. They don't care about your business at all. Far easier for them to lure in new customers based on perceived benefits such as discounts and a rewards program. We receive posts like yours constantly. You're dealing with a faceless website where it's all good, as long as things go well and you don't make any waves.
So true...back in the early days of internet booking, these websites were great—they got unpublished rates, had blocks of rooms available at better prices, and had price-match guarantees. The large hotel chains were slow to adapt, but they did ultimately adapt. Now the majority of them have their own price guarantees that beat the aggregators. I’ll still use booking.com on occasion on international trips to find small, offbeat hotels, but if I’m traveling domestically, it’s not very often that you don’t find the best rates right on the hotel’s own site. You might save $5/night on hotels.com, but like @jsn55 points out, if something goes wrong and there’s nobody to help you, what’s $5 then?
 
Jun 7, 2020
11
49
Same with booking cancelable vs. non-refundable hotel rooms. I always book directly with the hotel (usually a national chain) and willingly pay the 5-10 bucks more to have the ability to cancel on short notice. While airfares have a huge price difference, hotels usually don’t.