I Asked Hotels.com to Cancel Due to Emergency Surgery but Got No Refund

We booked a hotel through Hotels.com on April 12, 2025, under itinerary number 73079123333024. Unfortunately, due to an unexpected medical emergency requiring urgent surgery, we had to change our plans completely. We reached out to Hotels.com to either cancel the reservation or postpone it to a later date—but received no help whatsoever.

Despite the seriousness of the situation, no refund was issued, and no alternative solution was offered. We’re now stuck without our money and without any assistance. We’ve tried to contact Hotels.com multiple times, but we’ve received zero response. There’s no real-time support, no contact number that works, and no willingness to understand our legitimate situation.

This is unacceptable. We didn’t cancel for convenience—this was a health emergency. We expect Hotels.com to act with basic human decency and process a full refund immediately, or at least offer to reschedule our booking. Ignoring your customers during their most vulnerable moments is not just bad service—it’s heartless. Step up and do what’s right.