Hotels.comReviews 1,049

Shame on you Hotels.com for being affiliated with this hotel. We turned around and left before even checking in. When we arrived, there were three police cars responding to an incident across the street of the hotel, drug dealers, drug users and prostitutes right outside. In the 15 minutes while we were on the phone with Hotels.com, several prostitutes entered and exited guest rooms.The hotel attendant was in a bullet proof, plexiglass cage, presumably for safety reasons. Needless to say, we did not stay there. Our safety wasn't worth it. Hotels.com refused to refund the charge because the hotel operator didn't want to refund us. There was an assumption of safety when booking with Hotels.com but apparently they do not perform their due diligence when they partner with hotels. This has completely changed my perception of Hotels.com. Be cautious when you book through them, they do not have your back.

The hotels.com site lists details included with the reservation price that aren't added to the confirmation receipt. This leaves the customer having to later argue with the hotel to get what they thought they had. For example... I booked a Kimpton Epic hotel stay for 1/1/25 - 1/4/25 for a high floor bedroom suite king bed room. The confirmation receipt has everything noted but the high floor request, which was the major reason I'd booked through hotels.com. The hotel said they couldn't guarantee the high floor so I canceled the hotels.com reservation. I brought this to the attention of a hotels.com rep years ago and I see it's still a problem. I won't do business through them again.

I was a very loyal clients since late 2016 with more than 30 nights in average booked per year.
Hotels.com used to have "free nights" system: you book 10 nights and you receive 1 night for free (for the average check you've spent).
This month all my 3 free nights with the average $180/night disappeared while they switched to another loyalty scheme "One KeyCash". All I got is $45 in total!
I requested an explanation through that Customer Support Chat option but received nothing back so far.
SHAME!

I booked a non-refundable hotel on the hotels.com platform. After checking in, we discovered that the room did not have the promised hot water in the shower, nor the refrigerator that was in the posting, and it was infested with mosquitoes. The "private" room also had some sort of trap door in the wall that lead to the neighbor's room. Highly unsafe and not secure. There were no other rooms available that night to move to. The next morning, we discovered the hotel had been misrepresented even more in its listing on hotels.com. There was no shared kitchen to prepare our food as advertised. Unsatisfied with the misrepresentation of this hotel, we asked hotels.com if we could check out early and be refunded. We had only stayed one night out of a seven night booking. Hotels.com said only if the hotel approves it. The hotel manager told me he would refund if I just contact hotels.com. Hotels.com said they spoke to the manager and he would not refund it. So, neither one wanted to refund and we just got to give our money away to a company that is allowing hotels to misrepresent themselves and then not holding them accountable at all. Clearly completely on the side of the hotels and not at all concerned for the well-being of the guests. I've used this platform for years, but am so disappointed and afraid to ever book there again as I can't seem to get a straight answer from hotels.com where the line is. But it seems to me that if you book a room and it turns out to not even exist once you show up there, hotels.com still won't refund you.

Je ne vous recommande pas du tout hotels.com, nous avons dû annuler notre voyage puisque notre vol a été $#*!é de 2 jours et ce, la veille de notre départ. Par conséquent, j'ai donc contacté directement l'hôtel afin de les aviser le plus rapidement possible de l'annulation de notre réservation de 5 jours suite au changement d'horaire de la compagnie aérienne. L'hôtel m'a précisée qu'elle a pris en note notre annulation et que le tout était remboursable mais que je devais aussi aviser Hotels.com. Ce que nous avons fait à l'instant.suite à de nombreux échanges. Hotels.com me dise qu'ils sont incapables de rejoindre l'hôtel et que malheureusement le tout n'est pas remboursable suite à cela. Après avoir encore une fois contacté Hotels.com via Chat, ceux ci me confirme qu'il n'y a pas de problème et qu'il me rembourserons. Nous étions heureux et saluons le professionnalisme de la compagnie.24 hrs plus. Voilà que Hotels.com nous mentionner qu'il ne rembourserons plus! Même avec des preuves à l'appui que nous avons reçu la confirmation de l'hôtel de l'annulation et une preuve de la discussion que nous avons eu avec Hotels.com qui autorisait le remboursement… iIL REFUSE L'ANNULATION ET LE REMBOURSEMENT D'HÔTE!

Nous sommes plus que déçu de cette compagnie et nous ne vous la recommandons pas du tout. Cette compagnie n'a pas à cœur le bien de ses clients et se lance la pierre sur l'hôtel en question (qui elle, autorisait l'annulation et le remboursement)

La pire compagnie de location d'hôtel que je connais.
A ÉVITER!

I made a simple room booking date error and immediately called them to change it and they refused! I am out $138 because this company is nothing but a rip-off. I even purchased the useless "travel insurance" that didn't help out either! It is totally not worth the money saved when they don't care about the customers.

I had a recent problem with Hotels.com and it ws not resolved because they do not disclose information on policies and procedures THEY have prior to booking a hotel room. Complaints about Hotels.com should be made to: https://www.usa.gov/travel-complaints. Also, it's a Texas company and complaints should also be made to the Texas Hotel & Lodging Association, Email THLA. Complaining to Hotels.com won't solve anything and they will continue their deceptive trade practices and more people will be harmed.

Warning do not conduct business with HOTELS.COM. You would be better off calling the hotel or rental car agencies directly, rather than going through HOTELS.COM. If you pay for anything directly through them (HOTELS.COM) and something out of your control occurs, the hotel or rental car agency cannot reimburse you because you have paid through a third party. If you contact HOTELS.COM and explain the issue, they will send you on a run around. They will claim the car rental company or the hotel you paid for is responsible. When you contact the rental car or hotel, they will tell you they cannot reimburse you because you paid through HOTEL.COM. They both agree that money should be refunded but neither will pay. They will simply take your money, and there is nothing you can do about it.

Very bad experience. Never book true hotel.com never respond and then by the time u talk to someone is already to late to change or get refund.

One key cash is bull$#*!. You make a reservation on line wanting to use one key. However they do not apply and when you contact them they say to late

Do NOT USE! Booked TWO rooms but charged for THREE! Neither HOTELS.com or hotel will refund for the extra room! Again, do NOT USE!

Do not purchase a gift card from or for this company. You will be unable to use it for anything. I am out $500 and left with a useless gift card. Do not use them! They stated did not have a gift card available to use when my balance on their own website shows it has not been touched and there is still $500 on the digital card.

I would choose almost any other company to book your stays through moving forward. They have changed a lot and don't have much to offer as a differentiator anymore. The rewards program is weak now. And they have started really jacking up rates for their commissions. You can get a better rate just booking directly with the hotel in most cases. On one of my last stays #hotels.com charged me almost $100 more than what the hotel was offering direct. I only discovered this when I asked for the folio at check out. I have been a long time customer for work and pleasure. And in one customer service interaction that was quite frankly disrespectful in my opinion, they have lost a customer forever.

If you need to change anything about your reservation or you experience a problem, brace yourself for zero help, three-hour wait times on the phone, and absolutely no reimbursement. All this platform does is help you compare prices. Reserve rooms, cars, etc. directly from the providers and avoid the hassle of dealing with a dishonest company that provides zero value. Just look at their social media accounts, all of them semi-abandoned and flooded by complaints from disgruntled users plus the occasional anonymous, copy/pasted response inviting people to contact them privately (don't bother.)

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Tom Rich
15 reviews
GB
Rated 1 out of 5 stars
Disgusting Customer Service and Suspect Business Practices
After a family member was airlifted in critical condition to hospital, we were told to get there ASAP.

On route l booked rooms in a nearby hotel, only to realise the app had defaulted to the same date, but a month in advance.

I immediately called Hotels.com to rectify the issue. After nearly an hour on the phone, l was told rooms were available for that night, but l would need to pay for them separately and the original booking would be refunded.

However after a week no refund had appeared. Another hour plus phone call later l was told that a refund would be actioned and that l should also raise a dispute with my bank. I thought that strange at the time.

A day later l received an email stating that l would not receive the refund, despite the circumstances and being assured verbally by two different agents.

Absolutely DISGUSTING customer service

Horrible place! Swamp swimming pool! Sewer from the restaurant and hotel! Drung deals and trash everywhere! Hotels com used miss leading pictures and over charged! I asked for a refund and was denied on both ends! I will be calling code and the health department of Austin! Thanks hotel.com rip off! I uploaded pictures of what they said it was compared to what it really was!

I have booked hotel stays with this company for years. Over the past couple of years I have been saving up my rewards for a longer trip. The company recently "converted" their rewards program and wiped out all of my saved rewards without any notification whatsoever. I'm sick of dealing with this unethical company and their business policies that cheat customers out of what they are promised. I WILL NEVER BOOK ANOTHER RESERVATION WITH THEM FOR ANY REASON.

I had been using hotels.com for years. They are now partnering with hotels that steal your information. If you refuse to enter your personal data including facial recognition software they don't let you check you into the hotel. They want pictures of you, driver's license, credit cards, DOB, SSN, home address all going into an unknown undocumented website. You call the call center they lie to you and say oh no problem you don't need to do it. You show up at the hotels and they refuse to check you in. They say nope you have to pay for the hotel even if you don't stay. Either enter your personal info on our hack website or we charge you. Hotels refuses to refund the money. I filed multiple complaints. Use another site. Any other site. They will not protect their customers and they will not honor what they tell you on the phone. Once they steal your money you have to then fight with your credit card. Never will I use them again.