Hotels.comReviews 1,049

This travel booking company are awful. Please be careful and don´t use them. I booked a Riad for 1 weeks stay in Marrakech a few weeks ago and they stole my money and did not give me the booking. They said that there was a problem with this booking but they had already taken my money! I had to contact the fraud department at my bank in order to get the money back. BE VERY CAREFUL OF HOTEL.COM.

The site's rewards program is chock full of gimmicks. Just one example: have to wait a long while to redeem nights earned. If you're traveling and want to use them quickly, forget about it! You have to wait 35 days. Also, customer service gives you runaround.

I tried to book an online hotel room for a small vacation that turned into a frustrating waste of time and ruining my get away. We found a hotel close to the event that everyone would stay in to be together, however when I went to check out with the Hotels.com gift cars I had purchased said that there was an error. When I called customer support they said it's a different branch and said to call them, well they were closed because they close at 11am pacific time? Really? I called back and told them then they said someone would call by end of day, well it never happened. I called right before they closed and went over everything again then I was told to email and I would get a response in 12 hours. Well 5 days later I get a generic response asking me to add everything I already was told to add and was on the email. Now my friend's tell me there is no more rooms at the hotel. Then one morning I called and now customer service is saying that the gift card I purchased does not exist in the system, now I am being transferred from person to department back to customer services who will just hang up because they don't know what to do. I can't tell you how frustrating this experience is and know not only is my trip canceled but I may not get reimbursed for the gift cards unless I try to take them the court or just give up on wasting hundreds of dollars.

They work great if you need to book and want to pay later, but the perks stop there. I needed to cancel one night of a 2 night reservation that I had made months in advance. They failed to inform me that they'd be canceling my entire reservation and rebooking the 1 night at almost $200 more than the night of the original reservation! After multiple phone calls and chats, they have refused to even let me talk to a manager because "they wouldn't be able to help me anyways," I'm thinking a "manager" doesn't even exist. Will most likely be canceling everything at this point and just work with the hotel directly, no matter the cost.

Imagine travelling from Canada with 2 children aged 5 and eight to Cancun Airport, hiring a shuttle and arriving at 10 pm to our confirmed booking in Playa d Carmen at the Hotel Bosque Caribe only to find that the hotel front desk has no idea who we are and can't speak a word of English. I believe this hotel simply overbooked and simply disregarded our confirmed reservation. The hotel is overbooked and has no rooms available. So here we are with 2 small kids out on the sidewalk with all our luggage on a busy Friday night with no where to stay and no rooms available in the whole town due to it being the busy time and date. We had to catch a 50 dollar taxi ride to another resort that we were booked into on the following day. Luckily at this resort offered us a room at midnight at a discounted rate so we had somewhere to sleep for the night.

To add insult to injury, when arriving back into Canada and contacting hotel.com through their phone number to lodge a complaint and to get at the very least a refund.we were told they would investigate. Two days later we recieved a email from Hotel.com stating they couldn't contact the hotel so there will be no refund.
How disgraceful. Will never deal with Hotel.com again

They didn't cancel my second night when I canceled it 2 days in advance and then charged me for it anyways, then they hung up on me multiple times and and refuse to answer me. This site is a joke along with its customer service employees. Will never use this site to book a hotel again. If I could give it a negative score I would.

We booked a condo through Hotels.com and paid in full. Our reservation was "guaranteed" by Hotels.com according to the confirmation we received. It also said we would get an email with access instructions, which never came. So we called both Hotels.com and the condo owner. Hotels.com said our reservation was active in their system, but the condo owner said it had been cancelled, because they never got the funds transferred from Hotels.com. We had to rebook in another location and the customer service at Hotels.com was TERRIBLE. I asked the agents (after calling multiple times) where they were located and they all said The Phillippines. Literally, we could hear roosters crowing in the background. Absolutely no help from Hotels.com customer service. You should NEVER, EVER book through Hotels.com when there are so many other better sites like Booking.com, Kayak, etc, Please be forewarned.

I booked a hotel room on hotel.com. I never got an email with a confirmation. I checked the app site and they said I didn't have booking. I checked the next day with the same no booking information. I tried many times with the virtual app to get to talk or get a response from something or someone. Then I called and the automated site would not let go further without my confirmation number which I never got an email. I put in my phone number, email and it couldn't find my reservation. I checked the site daily with the same NO response. On the day I was supposed to be at the hotel my credit card got charged the full amount. I checked the app it still didn't have my information of the booking. I called and still just an automated system it then it gave me the option to cancel but with a one night charge. Unbelievable!

Booked 2 rooms for a holiday get away in George for Christmas and ended up in the hospital so we weren't able to go. Called in plenty of time to cancel without penalties & requested BOTH rooms to be cancelled due to being in the hospital. Got confirmation they were cancelled. On the day of the check in we received a call from the hotel asking us to confirm our arrival and we let them know we had cancelled the reservations. They wouldn't help us or cancel the reservations and said we would have to contact hotels.com. Spoke to a customer service rep and they said they made a mistake and only cancelled one reservation but had to charge us for the other since we didn't handle it sooner... You have to ask how that makes any sense but that's their way of stealing money. I have booked a lot of my travels through hotels.com and I will no longer do so. I hope others will read this and also stop doing business with dishonorable companies who can't own up to their mistakes and do the right thing.

They hide behind on policies and will NOT budge. I would recommend to steer clear of this site as they will hide behind policies and be absolutely ridiculous about it

SAVE YOURSELF THE HEADACHE OF HAVING YOIR HOTEL CANCELLED LESS THAN 2 WEEKS BEFORE YOU LEAVE. IM PRETTY SURE THIS IS A SCAM. THEY ARE TRYING TO CANCEL OUT BOOKING TO GET MORE MONEY FOR IT EVEN THOUGH THE ACTUAL HOTEL SAYS OUR BOOKING IS NOT CANCELLED.

I made a non-refundable hotel reservation in October 2021 total amounting to $1255. 00 for December 2021 - family trip to France. Our flight got cancelled due to surge in outbreaks due to the then new Omicron variant in December. Being a regular customer, I explained the situation, pled for either adjustment of stay dates or even a refund (even partial). How can we reach France to stay at the hotel on those dates when our flights are cancelled! Hotels.com made no exception considering these extenuating circumstances. They stuck to explanation that it was a non-refundable reservation and it being their policy and I should've known better. Staff were not understanding and kept me waiting for hours on the phone even to retrieve information to assist my call. To add a cherry to the cake, the one free night I had redeemed (after collecting 10 whole hotel stay nights) while I was booking, considering I didn't use that stay, wasn't returned to me. So, in total I lost $1500. 00. This is a rip off. I would not recommend Hotels.com. They don't care about the customer experience or try to be accommodating in extenuating circumstances.

If I could give negative stars, I would. We booked two nights through hotels.com. Then we had to change our booking to one night. We chatted online, then spoke to a human who indicated that because it was four days before, we'd receive a full refund for the unused night. That didn't happen, and still hasn't happened (over a month later, and four conversations and broken promises later). Hotels.com is a terrible company to work with. They have no integrity whatsoever, and are obviously willing to lose a long-time customer over the cost of one night's stay. We've been cordial to their employees, yet we're still not receiving results, only lies, lies, lies. Very frustrated. Will NEVER book with Hotels.com again. Go for Expedia. Or ANYONE else, really. Don't waste your time and energy only to be scammed.

I've used Hotels.com for years. Now that they have an app, they clearly don't want people using the website. Thus, some of the most important functions (such as being able to save and view your "favorites") have simply been removed from the site and are available only on the app. Only they don't actually say/admit that. In fact, you can click on "my favorites" in you account and it will now take you to an empty page. And their "chat" function is a complete joke -- a bot that promises to connect you to an agent when it can't address your issue, then never connects you to an agent.

We booked a room for one night through Hotels.com at Guest Inn Pigeon Forge. The room was nasty and smelled of cigarettes. The floors had white powdery substances all over. The floor bounced as we walked across. We wanted our money back but the attendant refused. She moved us to another room on 2nd floor. The room was even nastier than 3rd floor and the ceiling was cracking each time someone walked on 3rd floor. The tiles were bowed under due to the pressure. We demanded a refund and she said we can leave but we would still be charged. I disputed the charge with Discover and they refunded my money in December. On 2/2/2022 the charge appeared again due to Guest Inn rejecting my dispute. Hotels.com has been of no help so far. Beware of both!

Earned a free night at a hotel based on multiple other bookings I had made using hotels.com. Room end up getting canceled, within their guidelines, and they didn't return the credit for a free night that was already earned. On top of that, trying to get anyone to address is your issue is impossible. They say they want to help to resolve the issue but you can never get anyone to respond. DO NOT use Hotels.com, you are taking a big risk. I would also avoid using the other travel websites that are part of the same company (i. E. Expedia). It is better to book directly with the hotel.

Received email with code to receive "Double Stamps" on stays booked before a specific date. Booked two nights on consecutive weekends at the same hotel. When I completed my stay and didn't get the afore-mentioned "Double Stamps" upon checkout, I contacted the on-line chat. Was informed that the offer only applied to "pre-paid (at the time of booking)reservations", and since I had paid at the hotel, the offer was not valid for my stay. I had kept all of the emails(for the offer as well as the two confirmation emails). NOWHERE in the terms and conditions on ANY of the emails did it mention a pre-paid reservation as a condition of the offer. On-line chat wasn't even located in the U.S., and basically read from a scripted list of responses to my inquiry. I will NEVER book through hotels.com EVER AGAIN!

I had a booking in Atlanta at the Embassy suites. I found another location that had better reviews but it was the same hotel. I called them the rep stated the only way to stay at the other one is to cancel and rebook there. She assured me that I will get my refund within 72 hours. I cancelled and rebooked and then a email a few days later stating that the hotel would give me a refund. So now I called back and they would not give me my money back even though Im staying at the same hotel in the same city, just a different location. I said ok, can I let someone stay in my room for the first booking? They said I would have to pay a third time! So because of their rep lying about my refund, the hotel wouldn't give me the room I paid in advance for OR my money back. I used Hotels.com for years but will NEVER use them agin.

Tried it. But not again. I could have saved $50 per night booking directly with the hotel. The Manchester had nice views but I liked the Westgate in San Diego better. Westgate waves the "resort fee" of $25 a day and has lower rates than the Hotels. Com website... more latitude to make changes with the hotel directly too..

Horrible customer service. Dont be fooled by this company.
They say easy cancellation or change but they lie.
Tried to change my date by two days due to a major snow storm, well in advance of the 24 hour window and was told I would be charged the full nights stay. So apparently you can change it but they still charge you for the original night! The hotel has a 24 hour policy so if I had booked directly I would have had no problem. Lesson learned. I have deleted hotel.com app!