Hotels.comReviews 1,049

A simple change to my booking, and they still have not performed, with excuse after excuse about getting this done. My trip is 12/31/2021 and now I will most likely lose $ on this trip because this company cannot handle their business

Did you know that if you reserve a hotel room through Hotels.com and walk into your reserved room to see that someone has peed all over the room before your arrival, and you cannot breath in the room because of the revolting smell, per their UNBELIEVEABLE policy, the customer service will reach out to the hotel, and if they don't pick up the phone or do not answer their email you won't get a refund?! Even if they respond and decline the refund request, you won't get a refund! We experienced the first option! We made our reservation at Beverley Laurel Hotel in Los Angeles through Hotels.com! Reserved their "King Suite with Spa Bath" which is supposed to be their best room. As soon as we walked in were shocked by the revolting urine smell! There was also a urine stain on the couch! The bathroom door was supposed to be a double door, but half of it was missing! The plugs were broken and the room was in a horrendous condition! We immediately left the room and told the concierge that we won't be able to stay in this room! He checked the system and told us they did not have any suites available for the night, they might be able to switch our room the next day, but since we could not possibly sleep with that smell, decided to leave the hotel and asked for a refund! The concierge told us that the reservation has been prepaid and we have to go through Hotels.com. We contacted them and raised the issue, they tried to reach out to the manager of the hotel, but weren't successful and asked us to wait until the next day! We made last minute reservation at another hotel and left! After a month of multiple calls and chats with the incompetent agents of Hotels.com, the final response was that they were not able to contact the property, so they will not be able to process the refund! First of all, it is absolutely crazy that Hotels.com is working with a place whose manager is unreachable for a month! Second, it is unbelievable that a place like this can have the option of denying our refund request! No human could have stayed in that room! Also at some point during the past month, they told Hotels.com agents that we have actually stayed in their hotel and left at the end of our reservation, which was a lie out of this world! We had to send Hotels.com our reservation information at the other hotel we actually stayed at so that they could confirm we had left that hell hole! Bottom line, be aware when you are working with Hotels.com! Incompetent agents and supervisors, and they don't care about the customers at all!

After being a loyal customer for nearly 16 years I was given no help whatsoever when urgently requesting at least a partial refund or discount on future bookings after I had to cancel a reservation due to bad weather. I canceled a few hours after an artificial deadline and well over 30 hours in advance of checkin time. Refused and didn't care. Never using them again.

They say they offer a price match guarantee but after speaking with 8 different reps and having my case escalated to a supervisor who never calls still nothing. This is the first and last time I will ever book with them. Absolutely awful and a scam as far as I'm concerned. A better price was available on the hotel website (Marriott) and I should have just booked there.

They SCAM customers they have it worked out perfectly they do not honour their price guarantee and know what to say and do to frustrate you to the point you give up. Book through Agoda or a provider not associated with them Expedia and booking.com is also owned by the same group avoid them.

When I used the virtual assistant to cancel a reservation, they canceled all. When you call, it's international calling. Charged 236 dollars for call and lost my Christmas reservation. Cost me an extra 400 dollars to replace. Stop lining the pockets of scammers.

I contacted them in reference to the Design Suites in Miami because the mattresses were full of mold and dried urine. They completely ignored me and continue to promote this establishment.

They don't care about their customers. The minimum stars you can give a hotel they promote is 2 stars. How does that give a realistic review?

They continue to offer rentals with horrible reviews and misleading/false ads.

Part of the Expedia Group with vrbo, hotwire, orbitz, travelocity, trivago and car rentals.com. I am boycotting all of them for manipulating the travel market and taking advantage of people

We booked a hotel in Chicago 4 months before our trip thinking we were getting a good price and assuming they would credit me and notify me if the price lowered. After check in I noticed the price advertised for the hotel was 25% cheaper than what we had paid. I looked it up on the hotel.com site and saw the same pricing and realized we had overpaid by 100's of dollars. I attempted to contact them the day we checked in to figure out how to get the price match and was told we could submit it after our trip was over. I contacted them again after we returned home only to be told that the price match would only apply if we claimed it 24 hours before the trip started. You have to monitor the price yourself which I had never thought to do on this stay or past stays since they make you think you're getting the best price. Basically, you're better off booking directly with the hotel a few weeks before your stay since there is no financial benefit to having hotels.com hold a room in your name.

Hotels.com 1/5 stars. This does not surprise me because of their greed.
Hotels.com has a consumer rating of 1.31 stars from 789 reviews indicating that most customers are generally dissatisfied with their purchases. Consumers complaining about Hotels.com most frequently mention customer service, credit card and confirmation email problems. Hotels.com ranks 390th among Hotels sites.
Don't use them. Call the hotel directly and you can usually get a better rate and better cancellation policy. I will never use them again. They operate inefficiently with uninformed staff.
Do no use them. There is no peace of mind with them! Call hotel instead.

My husband and myself travel a lot and know a good hotel from a bad one -yes we try to get best pricing but check the ratings, star reviews, etc too on hotels -HOTELS.com is not giving correct ratings for people that state how horrible a hotel is, you try to warn people but I think Hotels.com not listing the bad ones and not fair, then we have only asked for refund at one place as things were horrible with being stuck in me being stuck in the elevator for period of time, none of the emergency things would work, the hotel clerk being a jerk and then the manager said of issuing a refund but couldn't because of 3rd party, Hotels.com said they would grant us free next we booked, I have asked them 3 times about and still not received a refund, a free booking, then few days ago they booked us in such a horrible place, didn't even feel safe there

I attempted to book a hotel for the night before a planned cancer operation at Southampton Hospital, I had to be at the hospital by 07.00 hrs on the Monday morning which would involve travelling on three buses, two trains and a ferry. I filled in their booking form and gave my credit card details. When reviewing the booking and before confirmation I found that the booking had put incorrect dates on the arrival and departure. I attempted to correct the dates on the "edit" page but the website would not let me correct the dates. There was no information on the website on how to contact Hotels.com nor was the contact number given of the hotel so I had no alternative but to not confirm the booking. Two days later I managed to contact the hotel with the explanation that the dates were wrong and that I would not be arriving on the dates on the booking form. The hotel replied that No money had been paid to them for the booking but my card account had already been debited. I explained the situation to the credit card company who informed me that they could not refund any debited money as I had already given Hotels.com my credit card details. I consider that Hotels.com were incorrect in removing my money and were most unhelpful in the whole matter.

I booked a hotel in the UK through Hotels.com. I was suppose to pay for the hotels when i arrived on October 8th, but the hotel went ahead and charged my credit on June 30th. Consistent with their policy, I cancelled my reservation on August 25th and should have received a full refund. When I did not get the refund, I complained to Hotels.com and they told me to give them more time. The following week I again complained and they told me that the hotel did not get their cancellation notice. My most recent conversation with Hotel.com is more excuses and lies, and they told me that I needed to call the hotel in the UK and get my refund. This is what they believe is good customer service. Keep in mind that I did not give the hotel my credit card information. I have reported this to my credit card company and they are currently investigating this as a fraud case. My other reservations through Airbnb had no problems with getting a refund within 2 days.

Stay away. Used 10 times b4 no issues. Had an issue recently. Left my family with a canceled booking from hotel.co. Staff that was not asked for and 2500 of charges to dispute with my credit card company..

I made a mistake when booking, and I'll admit that from the start. And it was a non-refundable reservation. So I called Hotels.com to see what they could do. After sitting on hold for a short amount of time, I was connected with an agent. She said if the hotel agreed to the cancellation and refund, they would too. She told me I needed to call the hotel, and in the meantime, she would send me an email. I should reply to the email with the name and position of the person who agreed to the refund,

When I called the hotel, it turned out THEY HAVE NO SUCH NON-REFUNDABLE POLICY! They would have been happy to cancel the reservation at no charge, if I had made it directly, but couldn't do that because I had used Hotels.com. She said she would approve it and gave me her name and title for me to provide to Hotels.com.

I replied back to the email Hotels.com had sent, happy that a resolution seemed likely. My reply was only 7 minutes after I had received the email from Hotels.com in the first place. I wanted to make sure I did everything quickly to help speed the process along.

Then I heard nothing back. I emailed again about 5 1/2 hours later. Nothing. And again 3 hours after that. Nothing. I went back to the original email and noted that it said they would respond within 10 business days.

So I waited 10 business days and emailed them to tell them how disappointed I was in their lack of communication. As far as I can tell, they never reached out to the property. Never refunded my money. NEVER EVEN BOTHERED TO REPLY BACK TO THE SUPPORT TICKET.

I've since done some research and discovered that Hotels.com and other third-party booking sites really harm the industry. They're taking a cut of the revenue due to the property because they can out-beat them at advertising. Other than being a search engine, they really offer no useful service. And in this case, they made everything harder.

I am still out over $400, which I'm sure I'll never see again. It was an expensive lesson to learn, but from now on, I'll book everything directly so I don't have to rely on a middleman who offers nothing in the way of good customer service.

Please be aware that if you purchase gift cards for someone as a gift, they can only enter one gift card number per trip. I was given four $50 gift cards and expected to use them on one stay as a combined $200 but was shocked when I found out that I needed to ask the person who gave them to me for the reciept in order to use them all. I was also shocked when I was hung up on by the customer service agent. When I tried the online help they directed me to an email address to help me. I emailed them but got no response. I would recommend not falling prey to their gift card scam they have going. It is more of an inconvenience for you and the person you are gifting.

I wish I knew before booking the hotel that, in the event I clicked a button to cancel, I'd be charged the full price with no credit, no refund, and no way of reinstating the original booking. They stole my money and went and rent the room to another customer. How can that be legal? I will never deal with them again--stick with airbnb. Hotels.com cares nothing for their customers. I don't even get the rewards points.

Hotels.com is an untruthful company. I was told that I would receive a FULL refund for a reservation that I booked on June 19,2021 with Hotels.com. I never stayed at the hotel. I spoke with the front desk associate on June 19,2021 and July 19,2021 and with a customer service representative from Hotels.com on the line and both the hotel and Hotels.com agreed to give me a full refund. Hotels.com provided a partial refund on 6/21/2021, but that is only half of the refund. I spoke with Hotels.com on July 10,2021; July 19,2021; July 23,2021; July, 29,2021; August 2,2021; August 7,2021; August 11,2021; August 21,2021; August 28,2021. Hotels.com lies about not being able to contact the hotel, when I have had two conference calls with Hotels.com and the hotel. Hotels.com lies about who distributes the refund, I paid Hotels.com and not the hotel directly, so any refund has to come from Hotels.com. Hotels.com lies and places blame on the bank, when Hotels.com has not released the funds to the bank. Hotels.com lies about the amount of time a refund is to received, 7 to 10 business days has turned into three months and counting. I have received several emails from Hotels.com, the emails state that I need to contact the hotel, but when I contact the hotel, Hotels.com will send an email stating that, they, Hotels.com, are not able to contact the hotel, even after having the hotel on conference call, they are not able to contact the hotel. Emails from July 10, July 23, July 27, August 2, August 7, and August 11,2021, are attached. The email from August 11,2021, states that Hotels.com did contact the hotel, but I have yet to receive the refund. Upon speaking with a hotels.com representative on August 28,2021, I was told that my bank was holding the funds. I called my bank and there are no pending deposits from Hotels.com. Hotels.com is a fraudulent company. Please make reservations directly with the hotel of your choice. DO NOT make reservations with hotels.com.