Hotels.comReviews 1,049

What a bad experience, you offered me a free night, once I completed the booking it was cheap, because I redeemed the free night. After I checked the credit card I found the charges are $550. Now your agent said its non-refundable. This is a scam.

Booked an hotel using this company but had to cancel due to Covid. Both my partner and I had laboratory results to prove we were sick but they kept the one night deposit and reimbursed the rest. Not using this company again to book. Use it to look for prices but book directly with hotel. That's my advice.

We used Hotels.com by mistake when searching an area for a hotel to stay at. We made our reservation (which was supposed to be fully refundable) and checked in to the property, Campbell Inn in Campbell CA (Warning do not stay there it's filthy and the management has total disregard for customer concerns). As soon as we get into our room we noticed how dirty and the state of disrepair it was in. Immediately called Hotels.com to cancel and they said we have to go through the property, went to Campbell Inn management they said we had to go through Hotels.com. Ultimately both refused to cancel our reservation, despite assurance to the contrary. The room was nothing like the picture and video posted on the Campbell Inn website. The entire episode was disappointing and an example of the types of businesses out there just to rip people off. Keep in mind the pictures can not convey the smell of the room. I have leased ALWAYS BOOK DIRECTLY WITHT THE PROPERTY, NEVER USE A "THIRD PARTY".

My brother booked us a 'nice' hotel through google in santa cruz ca, we arrive and the hotel had no attendant just a box to get your key, we call the number to get in the box they said confirmation was sent to our email but nothing was there. So basically we paid for the hotel but our reservation never went through, not to mention it was really hard finding a new hotel at 11pm after spending 300 on a failed reservation. So we called hotels.com for a refund and they insisted on charging us for another reservation elsewhere. We said NO they then proceeded to telling us 14-21 days for a refund 'request' to process. Surprise no refund was given by hotels.com in the given days. We filed a dispute with the bank and eventually got our money back, BUT 10/10 DO NOT RECOMMEND THIS SCAM OF A COMPANY

Hotels.com will overcharged you by 30 to 50% compared to what you can book on hotels private website. Do not book through hotels.com. They charged me 159.00 for a room that cost 127.00. Contacted their customer service and they basically told me so what. We just made 32.00 off of me because I'm stupid. Never do business with them.

I specifically searched for PET FRIENDLY & open 24/7. We arrived at DoubleTree hotel at 2am - apparently they don't have overnight workers in Minneapolis. We were locked out and even if we weren't, it was brought to my attention later they are not even pet friendly. I searched and asked specifically for pets. We had to sleep in our car since every hotel was booked. And contacting customer service was ridiculously hard, jumping though hoops and waiting on hold for 30 minutes to talk to someone clearly not even in this country. Will never use again.

Be Careful. Read all the reviews of the hotels before your booking. Many of the hotels they list are terrible. They have like 1 star and they still allow them to be listed on their website. And if you to to the hotel and there isn't any parking like listed or it's dirty and has bugs you can't get a refund. I booked a hotel through hotels.com and accidentally clicked pay now instead of the hotel realized I was charged 4 hours later so I took a ride to the hotel OMG! What a dumpster fire if you don't believe me take a ride to the Atlantic Inn Seaside heights and see for yourself and also check out their sister hotel Flamingo all run by the same owners. Then when you try and get your money back you can't even if you didnt show up then they say they ant to help you and call the hotel and tbe owner Linda gives a wrong name what a waste if time and money. Best thing book through Wyndham they will work with you if you need a refund annnnd they are clean stop booking hotels through websites that for care about their customers. They should only list hotels that have been examined by the health department. I am not even that upset about the money I am more upset that companies like expedia, booking and hotel.com allow places like that to represent them. Its a shame!

AVOID AVOID ADVOID Price Guarantee does not work as they compare it at the time they process the request. Customer service staff extremely rude have no manners. I made 2 bookings 1 on Agoda and 1 on Hotels.com. Now Hotels.com was near enough double the price vs Agoda. I am a GOLD member of Hotels.com but they didnt want to honour me the price. I emailed them 3 times filled out the form twice and got put on hold for 1 hour. Resulted in lady in India telling me to cancel the booking or fill the form again. Online chat for nearly 1 hour. RESULTED in Cancellation SHAME ON HOTELS.COM

If there is no issues, this company is ok I've been a customer for years so it's disappointing as when there is an issue it's taken months of bouncing around and still not resolved. The telephone operator made a mistake when altering our booking and removed breakfast. I picked it up and they apologies and advised me buy breakfast and they would refund the amount(all in writing). But after my travels and providing the invoice for a refund $510, It's been bouncing around and no one can assist, has no records and 2 month later still following up trying to speak to a supervise. Raised so many support calls and explained it so many times to the support team so it's very frustrating. So this company has lost me as a customer and is not worth the rewards nights go straight to the hotels.

I made several hotel bookings with free cancellation option for a trip to Japan. Price went down later so I cancelled the bookings and rebook with the lower price. Then hotels.com cancelled all my bookings without any explanation. Tried to contact them and got an answer of violating their terms of use. All the bookings included free cancellation. I don't understand why I couldn't cancel and rebook with a lower price. Will NEVER use this website again, not even its mother company Expedia!

Would never book with Hotels.com again… we booked a night away with them for 3 adults in one room, which they accepted the booking took my money.
When we got to the hotel we we're informed that the hotel doesn't except 3 adults in one room and we would have to pay for a additional room, which after much argument we did.
When I got home I contacted Hotels.com straight away, me thinking it would be a simple matter of a refund…. Never I've been sending Emails, making phone calls since the 10th April only to be told it's tough I will
Not be getting a refund… I'm fuming, but not all is lost as out of principle I'm taking them to small claims court where I will also be asking for compensation for the distress this has caused myself…. Don't do it, don't book with them ever… if anything goes wrong they will simply run you round in circles only to eventually tell you to F Off

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JulieAnne Batelaan
0 reviews
US
Rated 1 out of 5 stars
Bad customer service
I highly recommend that you do not use this company. I booked a room we drove an over an hour late night long day just to find out they had no rooms available and they had been booked all week
Upon speaking with Hotels.com YOU CAN NOT understand them and not once but 3xs they had to call RED LION to verify there was no rooms then supposedly another man came on that was suppose to rectify the situation and help find another motel room, he said he would call us 1 to 5 minutes... during that time we DID NOT heat from him NO ROOMS WERE AVAILABLE in this town, finally we MY HUSBAND AND I found one... it cost us over $200 for one night but had no choice but to stay there. The guy finally called us back approximately 20 minutes later saying HE could NOT find us anything, we told him we found a place on our own and he kept repeating he didn't find anything for us... we asked them how they were going to compensate us for there mess up and HE HUNG UP ON US... we've been going through Hotels.com for almost 3 years cause we travel alot... WELL noooooo more.

I booked a room but missed my flight due to the airline changing take off time. There was no other flights going there. So I canceled. First, trying to talk to A Person, forget it! 15 minutes of robot talk time going nowhere! Second, I never get to talk to anyone. Then I see in the app that if I cancel, I get no credit, no refund! I will tell everyone I know to NEVER use this flim flam operation! They'll damn sure take your money, but like all American companies today, they have no responsibility to the consumer. I've never experienced a company like this. No human talk, misleading robot information that keeps you lost, and a policy of pure greed. I hope this company fails!

Very Disappointed! My flight schedule changed and thats the reason we had to cancel our travel plans. It was a non refundable deal but Abieshomes in Vienna did not bother to give a credit after understanding that the flight schedule had changed. I lost my $745 without getting a refund or credit for it. I had let them know a week before our travel. I called Hotels.com several times and everytime there was a new story to the point that Abieshomes will have to give you a refund othwise hotels.com will sue them. LIES! LIES! Complete LIES! I have wasted so much time behind calling them and hearing MORE LIES! I have booked so many international travels with them but will not anymore.

I had 9 nights collected by all my trips before and I had reservation for 6 more nights for NYC ( that I now all ready went) and few days before this last trip when I wanted to connect to hotels.com page I couldn't for 2 days, and when I finally did my account was ERASED and all my collect nights erased, and my last reservation with 6 more nights GONE!
When I finally chat with agent they told me that I erased and canceled my account and that they can not do anything about that! I keep trying to say that I did not erased, and why should I do that if at that time I have 9 nights plus 6 to come for rewards?
No answer, no data from them, keep telling me that was my fault and that they can not do anything!
This is bull$#*! and pure scam!

Edita

This company does not have any integrity not it stand by its word. I booked through hotels.com and found out that the hotel i booked as riddled with addicts, the room was reeking of marijuana smell and so I called Hotels.com to cancel our accomodation except for the first night that I and my husband stayed due to safety concerns and my husband having headaches from the smell of marijuana inside our room no matter how much we wiped, cleaned and sprayed over and over.
Theh customer service told us to make sure that we check out the next day and we will be refunded with the rest of the days that we stayed.
The next morning, two women staff of Motel 6 came banging on our door to tell us that we should check out already. So we did and she said that we are good to go after she checked everything inside the room to see if everything was okay.
Apparently, Hotels.com did not honor the refund and gave me a run around saying that it will ask the hotel to refund them so that Hotels.com may refund me as well.
My transaction is with Hotels.com and the refund should come from them and not the hotel, regardless of what Motel 6 says, the fact that they even assured me that I will be refunded for the unused stay since the hotel was not safe and appropriate to stay at.
Book somewhere else or better yet, book directly with the hotels, the commission and the cut of Hotels.com will be given to you as a discount. For the other hotel that I've booked, it gave me 15 per cent for booking directly, a huge savings with no head aches such as the one caused by Hotels.com.

THESE PEOPLE SENT US TO THE ROACH MOTEL
TRY TALKING TO SOMEONE AND YOU WILL BE DISCONNECTED

SPEND YOUR MONEY WISELY, NOT WITH HOTELS.COM DON'T BE DESPERATE

The Price Match Guarantee is not true; they find ways to avoid honoring the promise of Price Match guarantee by variety of excuses. Frustrated, not honest, and unethical.