Hotels.com: Travel Booking 4+

EXPEDIA’S OFFSPRING

This is a good app. Of the many app options to make reservations for hotel stays, this is the app that I keep on the forefront. I like the idea of narrowing the availability of hotels down to the area that I’m located in & once the hotels are done for the area the app will begin to venture to the outskirts of your location. Any questions or concerns pertaining to the booking are included on attached pages like room facts, requirements, small secrets, etc. The only thing that’s missing per hotel page is the actual hotel phone number but that’s easy to find through your web browser. Overall I recommend the app to many of my friends. Customer service is good, the agents are patient & give their REAL names, & will stay on the line until all concerns are dealt with; they make sure you don’t hang up unhappy, for the most part. The things that are out of their control like deposit reimbursement, a manager or hotel staff that refuses to honor the booking, a hotel that has overbooked but it doesn’t show on the app, etc. is just that, out of their control. But that’s just 10% vs. 90% of the issues and concerns that they can control or change.

OK

Pros: 1) it wasn’t directly in the downtown area where we had to go into a parking garage. We had outdoor hotel parking. 2) good hot breakfast. 3) personnel nice.

Cons: 1) couldn’t set AC at a comfortable temperature. Either had to be too cold or not cold enough. 2) On the second day, after a day of rain, the carpet was wet in the bedroom, right next to the bed under the window. we could have moved, but six people did not want to load up everything and move to another room. We were there for four nights. We just got into the bed from one side and moved the luggage. Heard interstate traffic if you slept by the window. 3) it was a older building that was renovated whenever but not everything was replaced like older sofa sleeper/couch that was not comfortable for sleeping on or sitting on. Paint bubbling bad on a door’s joints. 4) fire alarm went off. We were outside for about an hour or so. 4) For the wet carpet (because it would have been a big inconvenience to move) and fire alarm going off, there was no sort of discount even if it was just $20 or $30 for someone that asked for it. Not everybody will. No biggie. 5) about 12:30 am, my brother turned the corner going to elevator, there was a man laying on the floor with his two pitbulls guarding him. One of the dogs barked at him. He turned around and came back to the room. I saw the man and the two pit bulls the next day.

I wouldn’t necessarily book this hotel again, even though it wasn’t that bad.

Developer Response ,

Thank you for sharing this feedback with us, we’re sorry you’ve had such a difficult experience. We aren’t able to message on this platform, but if you reach out to our direct support channels at service.hotels.com with your feedback, we will work to investigate and so we can improve this experience in the future.

After in update it’s become really painful

We tried to make some adjustments on our hotel reservation. Apparently we can’t do it anymore by ourselves and need to have the help of a “virtual agent”. A simple change of dates turned out to be a little more than what we bargained for. The agent suggested that we cancel and and then rebook the same hotel, which is also impossible without and agent. After 15 minutes of conversation we managed to cancel our booking, only to find out that to make new reservation was not a simple task either. We were charged (twice) but the payment page kept giving us an error message. Despite that, we were charged - twice! We never received an itinerary either. After that we were on Chat with an agent for at least 40 min then we were asked to send an attachment showing payment, which is not possible to do, at least on IOS for iPad. He sent an email to attach photos, and while we were figuring out how, one of the two charges was canceled by the vendor. After another long pause the agent on Chat said there wasn’t anything we could do than to try again in an hour. There is no way to involve a supervisor, and there apparently isn’t a customer service number anymore either . After that I felt like I need a good drink to stay strong and wait for another 7 to 10 business days to see if they cancel the second charge … W…?

Developer Response ,

Hello, thank you for letting us know. We’re so sorry you’re experiencing issues with the latest update. Our tech team is working hard to improve the new experience – please keep an eye out for upcoming improvements and features.