UPDATE: Hotels.com $30 Off (3-Star), $40 Off (4-Star) & $50 Off (5-Star) Cancellation Emails

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Hotels.com run a promo earlier this week for $30 Off (3-Star), $40 Off (4-Star) & $50 Off (5-Star) both in the US (read more here) and Canada (read more here).

Hotels.com Email

These coupons didn’t have any minimum dollar amount restrictions or that the coupon would have been valid only once per each customer.

Hotels.com has now, however, decided to cancel some reservations and has been sending out an email below to the affected customers:

We have discovered that, in relation to these itineraries, coupon codes were inappropriately used to make speculative bookings or bookings in anticipation of demand as restricted by the terms and conditions found on www.hotels.com.

This doesn’t make any sense considering that they are offering a new coupon to be used for same bookings:

If you would like to rebook the same itinerary at the prevailing rate, please do so using www.hotels.com. Or you may wish to call and speak with a hotel expert that can assist you with your booking. Use the coupon code to receive 10% off your booking.

There is nothing in the coupon terms and conditions that would have disallowed multiple bookings:

Use this coupon to get $30 off the price of your booking at a participating Best Price Guarantee hotel when you book a 3* hotel, or $40 off the price of your booking when you book a 4* hotel, or $50 off the price of your booking when you book a 5* hotel for your entire stay. You must pay for your stay when you make the booking. The discount doesn’t apply to any taxes, fees or additional costs, and you’ll need to pay the full price for any other rooms in this booking. To use this coupon, you must be over 18 years old. You need to book by 11:59 pm CST on August 31st, 2014 on the US version of Hotels.com for a stay to be completed between August 25, 2014 and December 31, 2014. Bookings are subject to availability and the hotel’s terms and conditions. This coupon can’t be used for: 1. Package bookings i.e. hotel + flight 2. Bookings made through Group Travel Services 3. Bookings paid for at the hotel 4. Bookings paid for in a foreign currency 5. Bookings at non-participating hotels 6. Bookings made prior to receipt of this coupon Go to hotels.com/deals/hotel-exclusions for a list of non-participating hotels. Participating hotels are subject to change at any time. This coupon is only valid for the first 15,000 bookings as long as you use it by the deadline above. You’ll be able to check that it’s still valid before completing a booking. There’s a limit of one coupon per booking, and it can’t be combined with other offers. You can’t apply this coupon to taxes, fees, or charges including, without limitation, extra guests, phone calls, cancellation fees, parking, or other charges. You must pay these charges when you make your booking, or directly at the hotel. You can’t collect or redeem Welcome Rewards nights when you use this coupon. You can’t redeem this coupon for cash, and it can’t be transferred or sold. It’s void where prohibited by law. Improper use of the coupon by you is prohibited and could be construed as fraud. We reserve the right to change or withdraw this offer at any time. Usual booking terms and conditions apply (see hotels.com/customer_care/terms_conditions.html ) and all bookings are subject to availability. Hotels.com is the promoter of this offer. These terms and conditions are governed by and construed in accordance with Washington law.

If you don’t want to accept the possible cancellations of your bookings, here’s what you need to do:

  1. Open a case with the Office of the Attorney General of Texas that you can do entirely online here. The address for Hotels.com is 5400 LBJ Freeway, Suite 500, Dallas, TX 75240
  2. Open a complaint with the FTC that you can do online here.

Conclusion

Hotels.com should have had minimum spend requirement and/or only once per customer. But they didn’t.

Once they put out an offer without these and start canceling bookings that they just don’t happen to like, they open themselves for consumer complaints and rightfully so.

If your bookings were canceled for the bogus reason above, I would encourage you to open consumer complaints with the both Attorney General of Texas and the FTC.

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