Contacting hotels.com

Joined
Jun 18, 2005
Messages
82
Points
140
I am having an ongoing problem with hotels.com in relation to being charged twice for the same hotel booking and not being able to get a refund.

I have contacted the call centre on several occasions only to get the run around and, of course, no sign of any refund. The promised "five to 10 business days" come and go.

I am satisfied the overcharging was due to a mistake by a hotels.com agent.

I am now trying to email hotels.com to put my case in writing. If that will do any good? But any email addresses I have for hotels.com "bounce".

The amount involved is more than $A1100 so I don't really want to write it off. Yet.

I am a gold member of hotels.com and have been a customer for many years.

Paul in Melbourne
 

nancypants

Member
Joined
Jan 4, 2019
Messages
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Points
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I am having an ongoing problem with hotels.com in relation to being charged twice for the same hotel booking and not being able to get a refund.

I have contacted the call centre on several occasions only to get the run around and, of course, no sign of any refund. The promised "five to 10 business days" come and go.

I am satisfied the overcharging was due to a mistake by a hotels.com agent.

I am now trying to email hotels.com to put my case in writing. If that will do any good? But any email addresses I have for hotels.com "bounce".

The amount involved is more than $A1100 so I don't really want to write it off. Yet.

I am a gold member of hotels.com and have been a customer for many years.

Paul in Melbourne
I have [email protected]
They are generally pretty good although seems to have deteriorated of late. I had a double charge from a hotel in South Africa which was almost certainly a hotels.com stuff up. They didn’t do anything and indeed didn’t appear to understand the problem….luckily that was more like $500 so I eventually wrote it off
 
Joined
Jun 18, 2005
Messages
82
Points
140
Do a charge back via your credit card?
I have [email protected]
They are generally pretty good although seems to have deteriorated of late. I had a double charge from a hotel in South Africa which was almost certainly a hotels.com stuff up. They didn’t do anything and indeed didn’t appear to understand the problem….luckily that was more like $500 so I eventually wrote it off
The [email protected] doesn't work. I tried that!
 

Franky

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Hmm indeed- I went to the app and no email addresses show up anymore only phone numbers. There is a chat facility, might be worth a try?
Good luck with that, I had similar issues several years ago whilst in the UK with a duplicated booking, and every time I emailed or tried the chat line, it took several days for a response which were basically stonewallng me, I would reply and get a response from a different person, and this went on and on. I can't recall how I eventually resolved the matter (thru my Amex card from perhaps), but the whole saga was like elephants giving birth - long, exhausting and it took six months.

Given they obvioulsy have a lot of form for behaving as they do, it's a wonder how they have not been called out by the appropriate body - if there is one?
 

nancypants

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I don’t know whether it counts as an appropriate body but I did have a crack at the parent company (Expedia) over the Cape Town hotel fiasco- no dice
 

GoYouBlues53

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May 26, 2013
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Enough is enough with the likes of hotel.com. It's high time we all avoided third party websites. Book directly with the airline, hotel, car rental etc. Phone the hotel desk and speak with a human being if you don't want to do it online. Put these shonks out of business!
 
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nancypants

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Messages
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Enough is enough with the likes of hotel.com. It's high time we all avoided third party websites. Book directly with the airline, hotel, car rental etc. Phone the hotel desk and speak with a human being if you don't want to do it online. Put these shonks out of business!
Honestly I so much wish I could do this, some of the properties themselves will tell you you should have booked directly, and yet they never offer a better price. Including the (essentially) 10% cash back you get by booking through hotels.com, it is hard to beat that. My understanding is hotels are usually charging properties around 30% commission so appears there is some wiggle room
 

Must...Fly!

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Enough is enough with the likes of hotel.com. It's high time we all avoided third party websites. Book directly with the airline, hotel, car rental etc. Phone the hotel desk and speak with a human being if you don't want to do it online. Put these shonks out of business!
I agree but sometimes the proprietors aren't much better...holding on to deposits despite clear T&Cs...if I booked via booking.com etc, would've been no deposit and easily cancelled with one click of a button. One bad apple doesn't make them all bad, but you try and support the business...and...
 

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