written by Jamesstronge on 13/09/2015
NEVER book with hotels4U, they have hidden cancellation charges. I cancelled a room with over four weeks to go and they charged 50% of the value of the booking. At time of booking it said it was refundable with 7 days notice. Hotels4U refused to refund. Just kept repeating i had ticked thier terms and conditions box. It may be but These are hidden and they know nobody reads them. Other REPUTABLE sites make thier cancellation charges very clear and do not hide it deliberately. HOTELS4U ARE NOT RECOMMENDED DO NOT USE, I would have expected a lot better from a THOMAS COOK owned brand !
written by nofanofhotels4u on 08/06/2015
i booked a hotel in cork through hotels4u and they took my payment but when we got to the hotel it was fully booked and hotels4u had been made aware of this. the hotel was brilliant and they arranged another room at another hotel for us which we had to pay for. tried to get a refund from hotels4u but got the runaround every call center in india and eventually after repeated phone calls and emails they have agreed to investigate my complaint. this is hardly good customer service, 2 weeks later and i am still out of pocket, not happy and not recommending them to anyone.
written by clairenbrown on 01/05/2015
I booked with this company and then decided I would prefer a different hotel in another resort so as per their cancellation policy, I cancelled the booking for the Reymar and booked the Bon Repos hotel. I thought everything was fine. Then I got an email saying that they had tried to take payment but my card declined, which I knew could not be true as I have more than enough money in there. So I checked on line and my new booking was not on there just my old cancelled booking. I emailed them back to tell them and they returned with another email asking me to ring the office if I wanted to amend my booking. I emailed again saying that I had already amended my booking but they have not updated the booking, they said they computer was down - it was 2 months ago I made the booking! I paid a couple of days ago for the Bon Repos and everything was fine and they took my money from the same card that had previously been declined! Then yesterday I got an email to say that the hotel was full and to let them know how I wish to proceed. I phoned them up and spoke to 'Jags' who must have said ok no problem to be at least 50 times (yes Jags it is a problem) and to hold on whilst he phoned Spain to check my booking. I told him no, he was to phone me back within the hour with information I require. An hour and a half passed so I phoned again and got through to him and he said he had tried to ring me 3 times but there was no answer, lies, I was sat next to my phone!!! I told him I have zero confidence in the company and to refund me my money to which he said that I would need to pay £22.00. I told him not to mess with me and to get me his manager. No manager but the £22.00 got waivered. In short, do not bother, you will not have peace of mind that it will all go smoothly, if you have a booking at all!
written by 284Piper on 28/04/2015
The customer service is SHOCKING. I ha e been using hotels for you for years and clearly they have now become to big and couldn't care less about service. Their website blipped and I booked accommodation for 7 night and when I had paid and received my confirmation it was for 6 nights. I then went l back to book in exactly the same manner it did exactly the same thing. I then called through to explain and Hotels4u would not accept responsibility. I will not be using this service again.
written by AliyahMelton343 on 08/04/2015
I clearly booked a family room for 4 of us. On arriving to the hotel I was informed they had booked a standard room which only slept 3. Clearly stated on my reservation 2 adults 2 children a Hotels4 u should know which rooms are suitable. I wouldn't book with them after causing us this problem, also their cancellation fee is horrendous, clearly they are a money maker, better to book with the hotel or another more reliable company like laterooms if booking.com, who are mor approachable and helpfull should your circumstances need a cancellation.
written by ocNeville435 on 13/03/2015
When doing these reviews wish you could allocate no stars. One star indicates the company is getting something right. EVERY holiday/hotel I looked at was unavailable. Tried loads of different places, hotels etc, but each one came up "unavailable". What's the point in this website???
written by Danniideighton on 19/02/2015
There price promise is a complete lie & they ignore emails & complaints, I highly recommend that you avoid booking with them, Thomas Cook should be ashamed of themselves!!!
written by CorneliusCollins on 04/02/2015
The Hotels4u Web site changed the dates of my stay entered by one day which only becomes apparent after booking unless I had specifically look for it at each stage of the booking process. Since booking I have re entered the web site and confirmed that it is the site changing the dates and not my error. When I contacted customer service to get a correction I was given the choice of either paying an increased cost for the same length of stay or forfeiting my deposit. Beware of this site.
written by SickAsAParrot on 31/01/2015
We booked a holiday to Malgrat at the beggining of Jan'15, it asked for chid ages 0-18, so i put my chidrens ages in, 4 and 14. Everything went through ok until when we printed off the booking the child ages said 4 and 4. I immediately panicked thinking that i was to blame so my husband checked by going back page by page and printing them off as he went. I was not to blame it was Hotels4u's computers. I phoned them the next day and told them everything and they addmitted they were having problems and would promptly sort it out and e/mail us. THEY DID NOT. So phoned again,told it was my fault, got proof so he backed down.He said he would sort it and guess what, HE DIDN'T. Phoned again and was told that my 14yr old was now classed as an adult and had to pay extra for her. They needed to phone the hotel to check. By this time i'd had enough and phoned Trading Standards who started a case against them as they were in Breach of the unfair trading regulations. I phoned hotels4u the next day and informed them of everything and was told that i would have to pay 80 pounds to cancel, and that she could sort it all out now with no extra cost. We thought that sounded ok but when the conformation came through it just said 2 children and NO ages. This bothered me for a week so i decided to call them and try to upgrade with a new booking with ages of the children on. I was told that my 14yr old was classed as an adult, so i said what about your site claiming children are 0-18. I was horrified when she told me that when we arrived at our hotel they would say that my child was and adult and charge me more money there or we wouldn't be allowed to stay. My instincts were right about them, so we cancelled ,after i told them what i thought of them, with no cost. I am passing all of my information on to Trading Standards now. Be careful if you have a teenager. This company know what they are doing and you could face a costly bill on your holiday. Their call centre is terrible too with everyone telling you different things. Please avoid!
Written on: 17/04/2015
Did you get any where with trading standards?we are just back from holiday,similar thing happened to us and we were forced to pay an extra 750 euros or they would not give us our room as hotels4u had given the younger childs age twice! Rep in resort was useless,emailed and got knowhere,now trying to compile a claim against them,ps the website has now been changed so it only allows children up to 12,not what you expect from a Thomas Cook company at all it really spoilt the holiday for us.
Written on: 20/04/2015
Apparently TS 'leaned' on them and they changed the site. We cancelled with H4U and booked the same hotel with somebody else. We've just come back this weekend, no nasty surprises on arrival, the hotel just said, 'she can't drink the alcohol, so she's a child'.
written by clGalloway1990 on 22/01/2015
The website took my money but didn't make the booking, so I had to have a lengthy phone call with my bank and hotels 4 u to rectify the problem. A waste of time.
written by Fortune5 on 16/01/2015
I booked a 5 day hotel break and a airport transfer on 29th December and paid the full amount of 153. 88 and my card was charged . I then phoned to make enquiries about the airport transfer as it was only on completing the booking that this stated that I would have have to wait for an hour which I was reluctant to do . I was then told that I owed them another 40 pounds as the price went up AFTER I had completed the booking. This in my book is no different to having paid for your shopping in a supermarket only to come home to a email or phone call saying the price had gone up and I had outstanding money to pay! I said I would not pay this as I would have booked it with a different booking agent . Hotels did agree that this was grounds for getting a full refund and since then I have phoned them several times over the last two weeks to get the actual refund. Each time I was passed around the cal centre and accounts . It is now 16th Jan and I stil don't have my refund. Having booked the hotel I was going to on another site at the price I wa originally charged . I am stil out of pocket. I tried to make a complaint today, there is no phone numbes and being told that it is thomas Cook their parent company who deal with complaints, they only deal with post holiday complaints. I would stay well clear of hotels4u , I habe booked many holidays and hotels over the years using booking . Com and have never experienced anything like this . They have got to be the worst lot ever If any of their customer relations team do bother to read reviews , they really need to fix the public information and process for how you deal with customers. In the meantime , I think the only option for me looks like small claims
written by Stanleyc7 on 05/01/2015
Well what can I say - except I'm worried about posting this before I sort out the problem, however I must warn you about the issue. I tried to book online, it seemed to go all the way through, but then came up with a message that it was unable to proceed and asked me to try again - which I did, the second time it won't let me book the same grade room, but it seemed to go further through as it even sent me off to my creditcard security website. yet again it came up with the message that it couldn't complete the transaction, I even got an email from them inviting me back to the website to complete the transaction. I had to leave it for 48 hours as I was then away, however on my third attempt I used the web chat facility - quite useful the guy suggested to me that I should phone as they'd had some problems with the website, but he went on to talk me through the website yet again - even sending me a link. This time my creditcard actually bounced the transaction - why you may ask - well despite the website telling me the deal hadn't gone through they had actually taken my money both of the first two times... So what you may say - just call them and cancel one of the bookings... yes that's what I thought, only when I called there are no bookings - the system is taking the money and not making a booking. Sorry Hotels4U but this is a scandal. Thomas Cook shareholders - beware!
Written on: 07/01/2015
OMG I WISH I HAD READ THIS BEFORE I DID THE SAME THING THEY HAVE TAKEN 8 payments from my bank and every time it said oops some thing went wrong please try again !! They said they were refunding me , fingers x
Written on: 08/01/2015
The CEO of Thomas Cook is peter.fankhauser at thomascook.com that's his email if you want to complain! (change the at to @) and close the gaps) I spent an hour and a half on the phone to them but I think I have it sorted now - however I'm chasing for compensation and recommend you do the same. 8 payments - I had three in the end - so as you can tell my story went on beyond this posting. It was on the fourth attempt I finally managed to book my one nights accommodation ! At least I hope I have - still waiting for the funds back but I think it will happen,
Written on: 03/02/2015
I too have had these problems. Tried to book at weekend, get right through to card validation then get error message telling you to go back to home page. Checked email, no confirmation so tried again, same happened. Phoned bank & payment has been debited 3 times but no booking confirmation. You cannot get through on the phone - phoned 5 times & cuts you off after 3 minutes holding. Emailed & contacted them via their chat but they just tell you to ring! Finally rang the sales number & was told the accounts team are currently moving office and have no phones! She admitted there is a problem with the booking system. They need to shut the website down til they sort this.
Written on: 10/01/2015
I am currently going through exact situation as you! I now cant use my debit card as I have £500 pending on the banks system which is now making me overdrawn. I would NEVER use this company again!
written by on 04/01/2015
I was trying to reserve the hotel via website, but website write "ooops something wrong". Then I decide to use website chat help, but they can not help me. They write me I should send e-mail to [email protected], because they have some error on webpage with this hotel. When I wrote e-mail they respond me they can not book hotel for me I should contact them direct. Then I contact reservation team in the number, but they did not help me because I want to pay in EUR and also they can not use discount code so I should contact by email. When I did they wrote me back “Thank you for your email, please note unfortunately due to data protection act we cannot take any payments via email. We apologize for the incorrect information you were given. Please call our reservation team and advise them we have asked you to contact them. ” Then I called 3 times to reservation department, spend 50EUR (I am not from UK) for calling (90 min). 5 Times I choose hotel from website they told me hotel is no longer available. 5 times! And they had hotel on website! Finally I found hotel which was available and after 60min of calling they told me, they have problem with system and I should called tomorrow. When I asked if they can call me, they said no. I WILL NEVER USE THEM AGAIN.
written by cheekybooboo on 02/01/2015
We arrived Xmas week, Regency Plaza Aqua Park ,the hotel was full, mainly Russians and Italians who would not queue, made the English and Germans guests irritable. booked a seaview room which is the best location to have. was given a room at the back of the hotel for the 1st night, this was a bigger room however was cold and uninviting reminded me of a garage , was kept awake all night due to the amount of people coming and going lots of buses and taxis and people wheeling there suitcases. was moved the next day to correct room overlooking the beech and beautiful gardens. Was given a gold wrist band called VIP, this was different from the year before, however was not given any notification what extra's we were entitled too, tried asking and staff were not aware either- asked some German guests and found out we were entitled to a separate location on the beech with no hassle from sellers and hotel sales staff, plus bigger beech sun loungers with safe deposit boxes and waiter service which was good. Also was told from rep that their was a separate restaurant area for VIP,s worked out this was the WIFI bar found English and Germans was ok however lacked a holiday feel. The restaurant/café on the beech had changed it now included a pizza bar , hamburger and hot dog bar, donut bar, and Sha wa ma bar. FOOD WAS GOOD, however the queue's were ridiculous at one stage 40 minutes for a pizza ? Russians and Italian guests were pushing the queues asking/ demanding what was being served to the chefs and not leaving without there food ? lots of diva's there need to be a basic food list to speed up the process and easier for guests and staff to understand what was available. There needs to be more organisation, as staff did not keep an eye on basic's e.g. cutlery, serviettes , cups for coffee machine, ketchup and mayonnaise and cleanliness of tables missing or not replaced. the previous year this was well managed and had a quality feel, this year was like a school canteen, not 5 star hotel? Aqua park, last year my daughter had an accident and fell on the wet tiles she hurt her teeth. this year there were anti slip mats around the children's area's this was a better improvement. Also they had a guard at the top of the children's slides, felt safe. Sat next to the children's area , lots of yellow sun beds were broken. Most people sat near the adult pool and bar they had the newer sun beds with mattresses, however where we sat was a long way to the pool bar, it would be good if they could of provided small trays to carry the drinks. the aqua park all round was great however felt controlling as they turn off the water equipment for about 2 hours around dinner? and then turn back on later for 1 hour. who is on holiday? we are not in school? the evening entertainment was ok however the music was turned off at 10.15pm ? the grotto room was mainly for Russians and felt like cold war , communist political party meeting? not fun holiday. I have been to 7 other 5 star hotels in Sharm over the last 9 years and this hotel felt very controlling?, reception staff also were not always friendly, can't believe this hotel doesn't provide internet pods, you have to bring your own lap tops, purchase time required on internet and internet is so slow or did not work? Children's kids club was great and animation staff very friends with lots of idea's to kids entertained. the play ground was great, however had to climbing frames / play area's together, they would be better to put one on the beech as plenty of space. book a visit to ala carte restaurants, kept been told Italian was closed? this is the best one you need to book 1st day to get a place , this was booked solid for a whole week Oriental is good however Egyptian tagine style food. Indian restaurant, not good, felt very basic. Main restaurants were good, healthy food , not enough staff, and felt like school canteen as hotel full, no saucers for cups, no butter just margarine no milk for tea, coffee ? basics missing? Had coffee machine however milk section only gave water some waiters tried to take plates from tables when still eating? This is a true experience of our visit, we like the hotel very much, had a great experience the 1st time, this time the hotel was full and standards had dropped in all area's. we would probably try a different hotel next time. only use this hotel in quieter times not busiest times of the year? There was
written by Wilson466 on 11/12/2014
You will be doing yourself a big favor by avoiding any transaction with this fraudulent Company. After a bogus advertisement (an advert for a specific room type that does not exist in the hotel I booked), three months down the line, one lie to the other, I am yet to get my money back! My lawyer is now involved and hopefully they will be compelled to do the right thing! Save yourself the hassles, avoid hotels4u and Thomas Cook as a whole! Lest I forget, the customer service is appalling and as a conglomerate (hotels4u and Thomas Cook) they do not care! I have also launched a formal complaint with the UK trading standards, this must stop! Please always check for reviews before using a service provider, if I had done that, I will not have been unfortunate to get involved with them.
written by natburleigh on 06/11/2014
This was my first holiday with my partner so I wanted it to be perfect without issues and after reading the reviews for the hotel we booked initially they seemed good, however as the weeks went on they got worse and worse. We booked in June for travel in October and specifically paid more for a sea view room with a balcony in the main building, but as people kept stating in their trip advisor reviews they were not getting the room they should so I emailed Hotels$U to ensure we would be given the correct room - especially as we were arriving around midnight. After a couple of weeks and two chase emails Hotels4U finally confirmed this had been clarified with the hotel and our room would most definitely be what we had booked. We arrived at midnight on the 4th October and we were given the room was next to the front door, tiny, balcony-less and it faced the car park. Great, back to reception we went.I EMAILED TO PREVENT THIS!!!!! We phoned Hotels4U but were shouted at for phoning the out of hours - we were in Turkey and it was a Sunday!!! And then we were told there was nothing they could do until we were back! I emailed and had a response to say they would send it onto the customer relations department then nothing. So I have emailed a further 25 times and nothing. Disgrace of a company.
written by Madilynn29 on 07/10/2014
I made a reservation via Hotelsfor4 for a hotel in Egypt for my honeymoon. The day of my arrival to Egypt, I received an-email informing me that the reservation has been cancelled and I would be refunded. I was without accomodation in this country which is not so safe for foreigners!!!! I called them, I talked to the Manager, he refused to help me and just told me that I was not welcome in hotelsfor4 because i was algerian citizen!!!! Yes believe it. I have waited 2 weeks to be refunded!
written by JefferyKelleher on 05/10/2014
Just don't even bother, terrible to deal with. I tried to book a room as a surprise gift, you can't do this online as the card details and the guest details must be the same, tried their phone No, 20 mins on hold , gave up, tried their online chat they told me to phone , told them i would if i could .Booked through Expedia without any problems .
written by Joe389 on 16/09/2014
Hi I have had the same thing - Wrong information given passed from one to another without a resolution..Over £30 pounds in telephone charges because I was kept waiting 18+mins in a queue before even talking to a rep - I phoned them to check an Availability - They confirmed it was Available so I booked online went through checkout Got an error code - I thought the error was with my card so I kept trying only to find out over £2700+ was sent and Pending. I was assured that they haven't taken anything and it should still be in my bank - NOPE Had to get their Directs department contact my bank with Authorisation Codes etc. NIGHTMARE. I finally got it back after all the expense in phone calls etc. But in my opinion IT IS FALSE ADVERTISING and MISLEADING INFORMATION. A small Goodwill gesture for my losses would be appreciated - BUT - They don't seem CARE. I am a regular Customer with them and NEVER experience anything like this before AND don't wish to in future. SORT IT OUT Hotels4u or you will lose GOOD CUSTOMERS.
written by Joe389 on 16/09/2014
Hi I have had the same thing - Wrong information given passed from one to another without a resolution..Over £30 pounds in telephone charges because I was kept waiting 18+mins in a queue before even talking to a rep - I phoned them to check an Availability - They confirmed it was Available so I booked online went through checkout Got an error code - I thought the error was with my card so I kept trying only to find out over £2700+ was sent and Pending. I was assured that they haven't taken anything and it should still be in my bank - NOPE Had to get their Directs department contact my bank with Authorisation Codes etc. NIGHTMARE. I finally got it back after all the expense in phone calls etc. But in my opinion IT IS FALSE ADVERTISING and MISLEADING INFORMATION. A small Goodwill gesture for my losses would be appreciated - BUT - They don't seem CARE. I am a regular Customer with them and NEVER experience anything like this before AND don't wish to in future. SORT IT OUT Hotels4u or you will lose GOOD CUSTOMERS.
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Sukhjeet1's Comment
Written on: 15/07/2015
I was going to book famliy room in Rhodes but I not to bother now rather book with hotel direct. I am surprised no one from Hotel4 u come on this site to put record straight.