2/10 Poor
7 July 2025
Payment issue
uday vachhani
2:05 PM (22 minutes ago)
to customersupport, travel, travel_hotels
Dear Hotels.com Customer Support,
I am writing to raise a serious complaint and demand immediate action regarding my booking for R S Hostels – Leeds (Itinerary #73153814943684) made through your platform for the night of 2nd July 2025.
I arrived at the property at 10:30 PM after a long journey, only to be told that all bookings made via Hotels.com had been cancelled — including mine. I was completely blindsided. I received no cancellation email, no warning, no update from your side. The hostel staff told me there was nothing in their system for my booking.
Let me be clear: this situation was extremely distressing. It was late at night, I was in an unfamiliar city, and suddenly I had nowhere to stay. What if I hadn’t been able to afford another booking at that moment? What would I have done — sleep on the street?
Thankfully, I managed to rebook the same hostel by paying again on the spot. But that is not the point. The entire purpose of booking through Hotels.com is peace of mind and reliable service — which you completely failed to deliver.
I contacted your support team twice, both times being told it would take 48 hours for a response. I waited. Still, I received nothing. When I finally received an email asking for proof of payment, I responded immediately with the requested documentation. And yet again — your mailbox was full and my email bounced back.
uday
uday, 1-night trip
