Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to complain about my stay at the *********** from May 24th - 29th, 2025. I booked it through Hotels.com under my name, ******* *********.We arrived late on the 24th and gained access to the room using a passcode. However, the accommodation was in a disastrous state. There was hair on almost every surface, including the bathroom, sinks, chairs, and everywhere else. The bathrooms and sinks had ingrained dirt that hadnt been scrubbed properly. Dust was everywhere, on the surface edges, lamps, fans, chairs, and under the furniture.There was no cleaning service until the end of our stay. I couldnt reach anyone because the phone and WiFi werent working and the front desk was closed until 12:30pm the next day. I used my UK phone to make international calls tillvsomeone from facilities and the head of housekeeping came to check the room te following day. Despite Mgt claims, they agreed that the state of the condo was deplorable. They offered to show us a different room but we were so fed up and disillusioned that we couldnt stay there any longer.Hotels.com agreed that the conditions were unsanitary and would press the hotel for a refund, but the hotel had to approve. The Head of Housekeeping couldnt do anything about the refund but would speak to the management team. We then found another hotel and moved there at great expense.This ruined our dream Maui holiday and a day of our trip. The hotel management called our complaints minor and refused to refund our money as we paid for a standard room and thats what we get. We chose Maui Sunset because it was listed as a 4-star hotel with good ratings. I believe this was false advertising and deceptive. We paid about $1,500 ($300 per night - $50 less than the Ritz ******* at short notice, excl fees).Id appreciate it if you reviewed our case and forced Maui Sunset to refund our stay. I look forward to hearing back from ******** regards,**** *********

  

  Business Response

  Date: 06/26/2025

  June 26, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  RE: Hotels.com Case # ******** // BBB Case ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Hotels.com regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Hotels.com is responding to the consumer complaint from ****************** (BBB case number ********) regarding a hotel booking.
  
  Our records indicate that the traveler booked a stay at *********** with Check-in on May 24 and Check-out on May 29, 2025, under the itinerary number **************. We understand that the traveler is requesting for a full refund.
  
  Upon further research we found out that the booking is confirmed with non-refundable terms. We have investigated the images shared by Ms. ********* and upon contacting the property we have been advised that the hotels team offered to clean the room and to have an upgrade at no cost. We also tried securing a waiver for a refund, however we did not receive a favorable response. The concerns has been raised within the team to prevent such occurrence in future.
  
  We are truly sorry for the experience that Ms. ********* had. The concerns has been raised within the team to prevent such occurrence in future. As a gesture of goodwill we have added GBP100 as One Key Cash to the travelers Hotels.com account. We understand that this resolution may not align with Ms. *********s expectations. However, as a travel facilitator for this booking, Hotels.com is bound by the policies established by our travel partners and is unable to override them.
  
  Terms & Conditions: ******************************************
  
  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,
  ******* *****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/01/2025

  Formal Request for Refund Due to Uninhabitable Accommodation Breach of Consumer Rights (Booking Ref: **************)
  
  Dear *************** am writing to formally renounce the offer of 100 as a good will gesture and to request a full refund for my recent booking made throughHotels.com under Booking Reference: ************** as the accommodation provided was not fit for purpose, unhygienic, and misrepresented on your platform.

  
  Summary of Issue:
  On 24th May 2025, I checked into ***********,in ******, booked via Hotels.com. Upon arrival, the room was found to be in an unacceptable state, including:

  
  Hygiene issues: e.g. dirty bathroom and shower heads, dust under all moveable furniture, unclean bathroom, human hair on furniture and toilets and unclean kitchen counter with dust and breadcrumbs. Photos attached.
  

  A total of over 10 separate hygiene-related deficiencies were documented. Photo evidence attached.
  

  These conditions made the room unsafe and unsuitable for occupation
  Despite raising this with the property, and requesting resolution, the issues remained unresolved as they claimed it was non-refundable. I was offered a room upgrade, which I declined due to loss of trust in the hygiene standards of the entire property.
  

  Legal Basis for Refund:
  I remind you that, under the Consumer Rights Act 2015, I am entitled to services that are:
  As described
  Of satisfactory quality
  Fit for purpose
  This property breached those standards on multiple counts.
  

  Furthermore, per guidance from the Competition and ***************** (CMA):
  

  Even if a booking is marked "non-refundable", consumers are entitled to a refund if the service is not delivered as promised or is of unsatisfactory quality.
  

  Hotels.com, as the facilitator and payment processor of this booking, holds legal accountability for ensuring the services it promotes and sells comply with UK consumer protection law. Marketing a room that fails basic hygiene standards is a misrepresentation under the Consumer Protection from Unfair Trading Regulations 2008.
  

  My Request:
  I am therefore requesting a full refund of GBP 1,15.71 within 14 days of this letter. I have enclosed:
  

  Photographic evidence of the conditions
  A timeline of incidents
  Communication records with the hotel and your support team
  

  Should this matter not be resolved satisfactorily within 14 days, I will:
  Escalate this complaint to an Alternative Dispute Resolution (ADR) provider
  Report the issue to Trading Standards and the CMA
  Consider initiating a chargeback via my bank under Section 75 of the Consumer Credit Act where applicable.
  

  I would prefer to resolve this matter amicably and without further escalation.
  

  Please confirm receipt of this letter and the initiation of the refund process.
  Thank you
  **** Olafisoye 
  Mobile: ***************
  
  
  

  
  

  

  Business Response

  Date: 07/03/2025

  July 04, 2025
  
  Better Business Bureau
  ******, **
  Complaint Department
  
  RE: Hotels.com Case # ******** // BBB Case 23437393
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal ****************** (BBB case number 23437393).  We regret to hear Ms. ****** did not accept our response and/or resolution offered.
  
  We have reviewed the details of the case to further address Ms. ********** concerns on multiple occasions. Feedback has been shared with the team concerned to prevent such occurrence in future. We tried securing a waiver from the property but did not receive a favorable response.
  
  As a result,the best possible resolution has already been offered. Hence, we are unable to issue a refund on this.
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******* *****
  Global Traveler Resolutions Team
  

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved, and paid for well in advance, a room at this hotel for Saturday May 17th, through Hotels.com. Currently still fighting with them to get my money back but they say they need to speak with the hotel but cant seem to get in touch with them. No surprise as the place was all but closed when we arrived. Front and side door were locked but we found a back door unlocked. Inside the place was in total disarray as it was undergoing construction. There was no front desk and we found no one around in our search. Did find another couple who had just arrived, and also booked through hotels.com, and they were also distraught by what they found. There is no way that place was, or should be, open for business! Fire extinguishers were outdated by 3 years and only one way out of the building. It is a fire trap. Dangerous and illegal. I will try to contact the local fire ******** as well. Both phone numbers posted and given to me for the hotel were both out of service as the hotel should also be. I had taken pictures and video of our walk around inside if you want me to upload them, just ask. To try and find another hotel at the last minute on a Saturday of college graduation weekend was all but impossible to do, though thankfully we did even thought it wasnt where we needed to be, we made it work. The fact this place is even posting for reservations, and with no mention of there current construction status, is most troubling, and illegal. I hope this helps someone else from ever making that same purchase in the future that we did

  

  Business Response

  Date: 06/30/2025

  30 June 2025
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. **** **** (BBB case number ********). We sincerely regret the hassle you experienced during your recent hotel stay under itinerary number **************, and we are sorry for the disruption it caused.
  
  We have carefully reviewed all the concerns Mr. **** raised regarding the service provided by the hotel. We understand that his experience fell short of expectations, and we deeply regret the disappointment this may have caused. Please be assured that your feedback has been thoroughly documented and shared with the relevant teams to identify areas for improvement.
  
  As part of our resolution process, we reached out to the hotel to request an exception for a full refund. Regrettably, despite our efforts, the hotel was unable to approve our request.
  
  Considering Mr. ****** loyalty, we have credited USD ***** one key Cash to his registered Hotels.com account. We hope this gesture demonstrates our commitment to your satisfaction and encourages you to continue booking with us in the future. Please find below the link to one-key terms and conditions.
  Link: ******************************************
  
  Please feel free to reach out if you have any further questions or need assistance.
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/02/2025

  I am rejecting this response because:    I did not stay there as it was closed and clearly under renovations. Found the back door open and thats how I got in to take pics. Their response is unacceptable and I shouldnt be penalized for Hotels inability to reach the fraudulent hotel they themselves couldnt even get in contact with. I am currently in a fraud dispute with my credit card company and I have filed a formal complaint to their local fire marshal as well. I will accept nothing less than a full refund.

  

  Business Response

  Date: 07/08/2025

  08 July 2025
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. **** **** (BBB case number ********). We sincerely regret the hassle you experienced during your recent hotel stay under itinerary number **************, and we are sorry for the disruption it caused.
  
  We have reached out to Mr. **** **** and communicated the proposed resolution. The refund for his reservation will be processed upon receiving his response.
  
  Please feel free to reach out if you have any further questions or need assistance.
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked this hotel via hotels.com They tried to have us share a room with people we didnt know. I have never heard of this!We never set foot on the property and they stole almost $1600 from us and it ruined our vacation.They told us that they would look into a refund and completely ghosted us not returning calls or texts.If you look at the reviews on ****** there are a number of people with the exact same complaint as me. After my complaint they added two words to the about the room section at the very bottom that said, communal living.The entire thing is a scam and I have no idea what to do. I have an extreme medical condition and I didnt drive from ********* to share a hotel room with people I dont know. I have never heard of such a thing!Similarly hotels.com offered zero help and they said that there is nothing they can do. They should be investigated as well. We ended up having to leave early. We booked another place to stay. We are so sad and upset.

  

  Business Response

  Date: 06/24/2025

  June 24th, 2025
  
  Better Business Bureau  
  Dallas, TX 
  Complaint Department 
  
  RE: H.com Case # 14081396
  
  Dear Better Business Bureau,  
  
  Thank you for taking the time to contact H.com regarding an issue from our customer. We appreciate the Better Business Bureau (“BBB”) allowing us time to address the comments and concerns brought to our attention. H.com is responding to the consumer complaint from Brent Pakkala (BBB case number 23479611) regarding refund request of hotel reservation booked with Forma serviced suites.
  
  I would request Brent Pakkala to help us with the email address used to confirm the reservation or the itinerary number for the purpose of verification. 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.
  
  Thanks,
  Kazal Kanak
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   It doesn’t tell me how to get a hold of hotels.com and they have all of my information. I have given it to them many times! The site won’t allow me to put in my proper e-mail. 
  Again, they have all of my information and don’t tell me how to get a hold of them.

  The property is the scam. Hotels.com supported it. The hotel needs to be looked into. Look at all the Google reviews calling it a scam! I complained about the property.

  

  Business Response

  Date: 06/29/2025

  June 29th, 2025
  
  Better Business Bureau  
  Dallas, TX 
  Complaint Department 
  
  RE: H.com Case # 14081396
  
  Dear Better Business Bureau,  
  
  Thank you for forwarding the consumer rebuttal from Brent Pakkala regarding the refund request for the hotel reservation booked with Forma Serviced Suites (BBB Case Number 23479611).We regret to hear that Mr. Pakkala did not accept our previous response. In order to further investigate and address this matter, could you please provide us with either the itinerary number or the email address used to confirm the reservation?
  
  This information will help us verify the booking details and proceed with an appropriate resolution. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Thanks,
  Kazal Kanak
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because:   They have my name. There is only one Brent Pakkala in their system. They don’t provide any way to contact them!

  I tried to change my e-mail, but the site doesn’t allow it. The reservation was made with a now defunct e-mail [email protected]. My current e-mail is [email protected] The booking number for this canceled trip was 73134406526495. I provided this on hell chat repeatedly with 4-5 different agents.