Hotels.comReviews 1,049

Beware. I booked a stay at Bayside in mackinaw city for the 28 of July thru hotel.com. Site said free cancelation. I canceled 12 hours later. Then I received email stating I will be charged 1 night as it was after 11:59 am. This 4 days before my booking so it was well before 72 hours. Hotels.com backed the hotel. This is unheard of. Never book thru Hotels.com or with Bayside in Mackinaw City.

Sad, as this was once a great company. Now there is no customer service. If you manage to get someone, they are untrained and do not understand how to work their own system and have no hospitality or simple customer service etiquette.
- need to invest in trained customer service reps with common sense on how to solve issues or pass you up a level to someone who is more experienced. Seems like none of them have actually booked or been to a hotel before.
- Mobile app needs many fixes and design changes since it is a mess. They should bring in clients for feedback on improvements and then beta test.
- from the mass amount of bad reviews and most people I know just switched to other apps as they were just fed up, you would think they would try to improve to get back to where they were.
-Secret pricing is same price elsewhere so not sure how they get away with that.
- I have a silver membership which means nothing since the VIP bonuses are either just a hotel promo that the hotel gives everyone or you need to remind the front desk person who doesn't know about it. Recently got to a hotel where the VIP bonus was that they would waive parking but they didn't take your license plate number or give you a parking pass so it was free anyway. Another said 20% off food and drinks but restaurant and bar have been closed for months due to COVID.
-Time for a change.

I booked a room on Hotels.com for a friend whose son was taken to emergency. I went to Google to give her directions and the same hotel popped up on Hotels.com for $30 less. Because it was a same day booking they would not honor the price match guarantee... even though it was for THEIR website!

Tired to book a spot on a Monday at $109 and it would not confirm the reservation. Needed to go on Wednesday and I was now $193. When there was a family medical emergency they would not refund anything even though it was only booked 6 hours earlier. Speaking with the hotel property itself they stated the rate for the room was over $50 cheaper than what hotels.com charged me if I would have contacted them directly. Definitely a scam and would suggest that no one use this app except to find locationa then reach out directly to the property to save yourself some money.

After multiple attempts a refund was given it seems it depends who you talk to. 2 men completely incompetent after keeping me on phone for over 1 hr and didn't resolve anything. Thak goodness I called back a few days later to follow up because they sure didn't. The female rep today totally too care of everything in less then 5 minutes

I booked an accommodation for 5 nights, but due to flight availabilities, could only do 4 nights. I contacted the accommodation directly and they told me I have to contact hotels.com so I did. They confirmed to me via email that they will refund 1 nights accommodation once the reservation is complete. I contacted them a week after the reservation was complete and they said refund is not possible...

Don't book through Hotels.com
Booked our vaca at Sea Mist Oceanfront Resort in Myrtle Beach through Hotels.com. We choose this location due to the description on the Hotels.com website. Once we arrived, NOTHING was as they had described. Our room was Not the "resort view" that had been stated. Our view was a small street, almost an alley, with dumpy apartments. We did Not have the 2 king size beds we were supposed to, much of what the room should have had--such as silverware and trash cans, weren't there. On top of that things didn't work, like a shower and the dishwasher. The hotel management would not move us or fix anything. We tried for days to reach Hotels.com for help. They were very hard to reach and once we did they weren't any help at all. All they would say is that they couldn't reach the management. Eventually they gave us a very small credit for a future booking. Not close to enough to leave Sea Mist, who wouldn't give us a refund and find someplace else. We were never called back either, after beind told we would be withing 72 hours. Hotels.com ruined our vacation.

I made an attempt to use a gift card that was given to me as a wedding/anniversary gift. It's a $100 gift card, and it doesn't cover the cost of most hotel rooms. However, I went to make a booking today and attempted to use my card. I entered the information for my gift card. Due to it not covering the balance it prompted me to enter credit card information. Despite me previously entering the information for the gift card it didn't appear to apply. I spoke to a customer service representative, Hiron, who confirmed it wasn't applied. To my dismay, there was no way to correct this after being charged. I asked to speak to a higher up admin staff, and was told by Hiron they would repeat "the policy" although I had already expressed my dissatisfaction with the website design and the flaw of not taking partial payments. It seems manipulative, as if the purchaser of the gift card wasted their money or it's designed to force you to make an additional purchase.

I booked 10 nights and filled up my first punch card and had 2 points left over that were on my 2nd card. Added 3 more nights that would have given my 1 free night and 5 punches on my 2nd card. They never gave me my point for the 3 night stay. I complained and they gave me 3 points and then after we hung up they took them away again.
I WILL NEVER USE THEM AGAIN!

Before Covid, I was a frequent user of Hotel.com. For over 9 years.
Today, I wanted to select my favorite hotel... the Bayview Park Hotel.
The website stated that I could reserve a room... there were 6 left.
I wanted to use my accumulated 10 points to pay for one of the rooms.
It would not allow me to do it.
I called and got no where. The person was very hard to understand.
She was no help.
Sincerely
Michael Turck

A nightmare. We booked a night at the Circus Circus on Hotels.com while being over 18 and with no mention anywhere of having to be 21 to book a night there. We were denied the reservation at the front desk because we were underaged: that's understandable even if it wasn't mentioned anywhere on the booking website. What's really unbelievable is the fact they refused to refund the reservation, saying we never showed up to the desk for them to tell us we were underaged, even if we did. The service is terrible, the organisation is really poor, I don't understand the credit this hotel has. Flee while you can. Hotels.com did not help at all to get the refund. Next time try to mention all the conditions necessary for a reservation in a hotel.

Remember hotels.com and booking.com is all the same company and they are horrible the customer service is trained foreigners who CAN NOT HELP NOONE WITH AUTHORITY TO ACTUALLY HELP WILL REALLY CONTACT YOU. They are a horrible company I am taking my business to hopper I hope they are not affiliated.hotels.com left me and my children stranded because they messed up my booking they stressed out my whole vacation I spoke to them for hours and all they said was we can put in a claim! We need to find a way to make this company actually care about their customers. They would be nothing without us! Please post if you had a horrible hotels.com experience there is power in numbers and they n have to listen to the consumers and care rather then ignore us and cash their checks! Included is discrepancies in dates of my trip. And no one could explain why there were two different dates!

Horrible experience! Booked a hotel, bought the travel insurance which stated 100% refund if needing to cancel. They did not honor that at all, even when I called to cancel 1 hour after booking it. Customer service gave me the run around, having to talk to 4-5 different people and all of them giving different responses to my questions. Even asked to speak with a supervisor/manager, and they refused. Will never use this site again to book anything!

I made my reservation before I had the US Postal Service tax exempt form. I tried to use the online 'chat line', my booking did not exist. I called the 800 number, talked to 'Josh' somewhere in Asia. Per Josh, the tax is correct. Per Josh's supervisor, the tax is correct. Tried emailing, no response

They deducted my money from my visa card, sent me confirmation number and told me that the booking was guaranteed. However when I got the Property at Rising Sun Hotel in Dar es Salaam on 21 June 2022 to check in, I was told that I was scammed as there was no booking at all at the Property. Infact they said they are not even part of Hotels.com. Efforts to contact agents of Hotels.com were fruitless

The hotel had bed bugs was Obviously a smoking room I have health problems and I requested a non-smoking room. They wouldn't refund my money. I couldn't stay in that room with the smell. We couldn't breathe In That nasty $#*! hotel. Furniture should Be by the trash cans

This company has the worst customer service ever and they cannot reset an account after it is locked. If you get close to the free nights your account is locked and you'll spend 4 days waiting for a response to fix it but it doesn't work. This site should be shut down and they are connected to vrbo-which was at least a little better with photos. However, we spent over $1000 on a business trip to Miami and the rooms were old, rundown, no copy machine, no business area, and the bathroom was small. It was called deluxe? Also it said beachfront-NOT! Beachfront is not across the street! Their customer service is outsourced to another country and they are not tech savvy at all. THE BEACON HOTEL IN MIAMI IS A COMPLETE JOKE! The hotel in Clearwater, FL was so bad with ROACHES that the owner helped us NOT HOTELS.COM! DO NOT BOOK HERE. AS SOON AS I GET MY FREE NIGHT I AM CANCELLING! I WISH I KEPT THE PICTURES OF THE ROACHES TO ADD HERE. DO NOT STAY WITH FAMILY-YOU WILL HAVE AN AWFUL VACATION,

DISGUSTING Be very careful if you book though Hotels.com who took my money and i received a guaranteed booking confirmation. I then called the hotel to confirm the booking as it was for my two daughters for the Harry Styles concert who at the time confirmed all was OK that they would very kindly look out for them... great. I thought. Roll forward to three days before the booking I called the hotel direct to see if i could extend the booking to another night... at which point I am told there is no booking and never has been. I sent over the confirmation email and receipt and I was told a manager would call me back... when now I am two days past my supposed booking and i have never had a call back, never had a complaint logged. Nothing I have waiting their allotted 72 hours and nothing?