"Dear Hotels.com Customer Relations,
I am writing to formally lodge a complaint regarding my prepaid stay at the Wingate by Wyndham Chantilly / Dulles Airport on June 3–4, 2026, booked through Hotels.com. Despite full prepayment, the property placed an additional $175.12 hold on my debit card at check‑in. That hold remains pending as of this writing, notwithstanding repeated assurances from hotel staff that it had been released.
The condition of the assigned room was unacceptable and inconsistent with the representations made at booking. The bathroom ceiling exhibited visible structural deterioration, with paint and plaster peeling above the shower. A live cockroach was crawling on the shower head when I went to take a shower. The odor in the bathroom was such that it would tend to attract cockroaches.
I have photographic documentation of these conditions.
The in‑room television system even failed to provide access to standard programming, including Game 1 of the NBA Finals broadcast?!?!?
These deficiencies constitute a material failure to provide the accommodations and services advertised, and the additional debit‑card hold represents an unauthorized charge. I have already contacted hotel management, who confirmed that refund authorization must originate from Hotels.com. Accordingly, I request:
Immediate release of the $175.12 hold;
Full refund of the prepaid room charge; and
Written confirmation of corrective action taken with the property.
Gerald Gilliard"
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
