Hotels.comReviews 1,049

I have been a customer for over 10 years with hotels.com... due to a series of events during an emergency, I booked the wrong hotel. I called immediately and asked for help to get a new hotel. Results: No refund given for improperly booked hotel and no help to find a new hotel. (Emergency was my son and granddaughter were in a motorcycle accident right in front of me and we were in hospital, etc.)... I called hotels.com several times as the hotel had NO issue with granting a refund. I asked Hotels.com if they were willing to lose a customer over commission vs another 10 years of business. They refused to issue a refund. Hotels.com has lost a customer. I will never use their service again.

I booked the Doubletree by Hilton Philadelphia Airport due to a cancelled American Airlines flight, appreciated the prompt service, but was promised that a confirmation email would be sent to my email address. It never arrived.

In December 2020 I booked at the Palazzo Lakeside Kissimmee hotel through hotels.com, the reservation included Free Cancellation until January 2021 and Payment on Site. The hotel decided to make an advance charge of $705 (which was more money than what was booked). I initiated the dispute in December 2020 for the refund, hotels.com told me that a refund had been approved and that I should wait 12 weeks to receive the payment, in that period the opportunity to dispute through the bank was lost. After those 12 weeks the hotel refused to pay, I have called the hotel and I have called monthly and almost weekly to hoteles.com and they do not resolve anything, they allow the hotel to do whatever they want, they do not have security filters to protect their customers, they give the possibility to the hotels to make irregular charges and at the time of giving solutions to their customers they say that you can not do more than call and send emails to the hotel, which they ignore. It has been 8 months since this process started and they have not returned the money they charged me for a service that I did not use and that I agreed to under other conditions. Do not use this app.

Made a reservation with Hotels.com, everything looked good, the reservation was set. I finally check my banking app and the money was taken out, I go to hotels.com's app and it says the hotel I booked didn't have a room available for the date I'd be there. Didn't give me that warning until AFTER the reservation was made and the money was taken out of my mfin' account. It requested me to change the date to another day, and that wouldn't work so I called them, customer service sucked $#*!, the $#*! was rude as $#*!. The confirmation number they got and the number I got weren't the same; and the woman working customer service got the hotel to cancel our reservation and said I'd be getting a refund and informed another department where I WAITED a month after getting like 10 emails saying they couldn't talk to the person they needed and would call them within 24 hours they'd have an update, those were always late. I was told by customer service I'd get a refund, and hotels.com finally emailed me saying my refund was $#*!ing denied. $#*! you, hotels.com you scamming $#*!s and $#*! anyone who uses hotels.com I hope you get $#*!ing robbed by there software malfunction, too. I needed this hotel for a $#*!ing funeral.

Hotels.com makes it easy to travel and enjoy your vacation. My husband and I love to travel without making reservations months ahead of traveling. We usually drive up to a hotel, and if we like it, we look it up on the Hotels.com app. The app is extremely user-friendly and quick to use. Seconds later, Hotels.com sends an email with the reservation confirmation. We have even added extra days to our stay the morning of our departure. There is nothing worse than leaving a city thinking, "I wish I could have stayed an extra day." With Hotels.com we always get great prices, special private deals for loyal customers, and guarantee free cancellations. Best of all, after ten nights, customers get a free night. We LOVE that Reward.

My hotel booking for April 2000 could not happen due to pandemic lockdown. They would not give a refund - but, said I could rebook before the end of July 2021. This I did. Due to pandemic restrictions this could not happen. They told me the hotel would give me a 50% discount on my next booking. The hotel tells me they have received no payment from hotels.com so could not give me a discount.
Hotels.com are liars and thieves. They have stolen £625 from me.

This is the second time I used them and booked weekend getaways. Both times I paid for two nights. Show up at the hotel and find out I only have one night booked. The first time I thought it was the hotel. After the second time I knew it was Hotel.com. I tried to call but was on hold. I emailed them Friday after checking in and never head back. I was charged an extra nigh and had to switch rooms. Still no response and still no refund on the second night that I had to pay at the hotel's rate. I can see that they read my response.

I was promised there would be no charge for a cancellation as I advised the Customer Service agent that I couldn't go to the Hotel due to Covid restrictions. He assured me 100% that there would be NO charge and he had confirmed this with the hotel as well. Of course I was charged for the night, almost $200.00! LOUSY CUSTOMER SERVICE I WILL NEVER BOOK THROUGH HOTELS.COM AGAIN. I also was assured by a manager there that they would get back to me about the refund and of course they didn't bother! Go to BOOKING.COM for 100% better service. This booking site is awful.

Go to the site and look up dates - when you book them they change! Do they care the dates are wrong? NO! Even when the hotel tells you they canceled them and it obviously looks wrong they just send you an email saying sorry we dont care. Also if you book directly - better rates and not double charged for something you didn't use! Horrible site and horrible customer service_ DONT USE!

There is NO WAY of talking to a live person on your issues. They only do chat online. This does not help when its an issue of a reservation that is not booked anymore.

HOTELS.COM is a nothing more than a scam. Please do yourself a favor and book the room directly with the hotel. I am rather surprised how this business can get away with this kind of fraudulent activity. I am almost certain that there may be a class action lawsuit that could come out of this in the near future. So basically this is what happened. My son made a last minute booking for a room at a hotel here in Niagara falls (The Marriot). On the Hotels.com website it shows the charge per night being $271 cad/night. The room was booked for 2 nights. With the exception of taxes and fees the total came to $784. This purchase was made on his card, along with a confirmation email showing this amount. His card was actually charged just over $1000 which is more than $200 of what he should have paid. When contacting Hotels.com directly to question them about this, they kept coming up with excuses for this amount, then they came to the conclusion that my son had paid in USD., which explained the amount that was taken from his card. My son had no idea he was paying in US dollars as nothing is mentioned about currency when making this transaction. We are from Canada booking a hotel in Canada. The room on their site shows $271 cad/night plus fees, so explain how his card is charged just over $1000 for 2 nights.? You would think the price would be cheaper? Anyways, they kept me on hold for nearly 45 minutes in total trying to resolve the problem. Nothing got resolved, however I am expecting a call back from management in a few days. We wanted to cancel the booking but apparently they take a chunk of money out of this total for any cancellations made. Not only that but it is leaving my son very little time to try and book another hotel at such short notice. If he had booked the room directly with the actual hotel he would have saved himself hundreds of dollars, so please explain to me how Hotel.com saves you money? It's deceiving and nothing more than a scam.

Booked hotel in Hattiesburg, MS. Bad experience. Hotel stated could not give refund, as was booked though Hotels.com.

Called hotels.com next day. Allegedly, reservation was "non-refundable". This was just for the initial reservation to be canceled within 24 hours, NOT because of a bad experience.

Took my info and will "give it to the team to see if a refund will be given". This will take 10 business days, again, allegedly.

Do not use this company if you expect to get a refund. Go there, get HOTELS.COM price, then call the hotel directly to get the SAME price match..

I booked with hotels.com and I recommend you book with a hotel directly.

While their customer service is nice, they cannot modify a reservation if a change is needed. I purchased a non-refundable booking and had a change to the number of people on the reservation. Id did not ask for a complete refund, but they could not credit me for the amount already charged, Booking with a hotel directly, would have avoided this problem.

Things change, life happens... book with those that can be flexible with life.

I've used Expedia, or Hotels.com in the past to book reservations online. In planning a summer vacation, I utilized the website once again to reserve an ocean front room in Myrtle Beach. I looked at the beautiful photos that Hotels.com has posted and read the 4.6 rating proudly displayed on the rental listing. I trusted Hotels.com to accurately depict the property they are renting to their customers. I paid Hotels.com when I booked the rental with them, and have been unable to get a refund for the money paid to them, although I did not stay at the falsely advertised promised property. Hotels.com has posted and fraudulently misrepresents the conditions of the Sea Mist Ocean Front Resort, in Myrtle Beach. The property is in deplorable condition, and should be condemned. It's filthy, bug infested, and in disrepair. Hotels.com has been provided accurate photographs by myself and others, and descriptions of the property conditions, yet they continue to screw over their own customers that use their site to book important life events. They use a fraudulent rating system with inflated review scores unearned, while at the same time choosing not to post the photographs provided in the property reviews. It's shameful practices. My 4th of July was ruined thanks to Hotels.com booking practices, website misrepresentations and lack of ethics. I should have read the reviews on the property and not trusted Hotels.com. What they are doing should be criminal.

This review is not about the deceptive practices of Sea Mist. I've included a screen shot of my review of the hotel on Hotels.com's website. They posted my review, changed my star rating and did not post any photos I provided. All of my photos submitted to Hotels.com show the conditions that actually exist, but they don't belong here. My review posted on Hotels.com does belong here since they changed my 1 Star rating to 2 stars. I wish I could have given zero stars to both Sea Mist and Hotels.com. They know the property conditions based on the thousands of poor reviews, yet continue to hurt the public and hide the truth. Don't get scammed and book your important events and vacations through Hotels.com. Chances are, you'll regret that.

Received a $300 hotels.com gift certificate. I used it to book a stay at a hotels.com participating hotel. Upon arriving, there was no evidence of the gift certificate and I had to pay full hotel price. Dealing with hotels.com customer service has been a nightmare with no resolution as of yet. Do not use hotels.com.

NEVER USE HOTELS.COM.
I used many times Booking.com and Priceline and never had any issues with refunds, even if they are not refundable. I never had a negative experience with booking a hotel. But first time I tried to use hotels.com website to book a room in a luxurious hotel. They stated it is not refundable by the hotel's terms and condition. I agreed because I wanted to go to thy place with kids. After I received a confirmation I checked the dates I selected and they were wrong. My kids still had school. I called the hotel directly and spoke with a supervisor. She said I'm ok and would get a full refund but I need to get in touch with hotels.com. I did. They declined to refund saying that the supervisor decided to stick with no refundable payment. I called the hotel to double check and WHAT A SURPRISE! Hotels.com never contacted with the hotel. WHAT WAS A SECOND SURPRISE is that the hotel never received the money that they should have received from non-refundable deposit! They never did! Hotels.com canceled the reservation and received the cancellation from the hotels and just kept this money for themselves. So, it is keep going for a month now. I was trying to resolve it and they directly lied to me saying either they cannot contact the hotel or they received a negative response. MOREOVER, hotels.com did everything for not getting touch with you and you won't be able to communicate with someone who can fix your matter. I never faced with such scammers. Other third-party websites always try to compromise and act as they care. Hotels.com doesn't care.

I specifically booked a room with a water view. My confirmation came back for a room with city views. When I called customer service, they gave me the option to have them call me back, so I took it and waited. When they called back, I was asked to press 1 if I still wanted to speak with an agent. I pressed it each time I was asked (4 I believe) and the recording said that it did not receive my option and hung up on me. I DO NOT RECOMMEND USING THIS SITE.

Hotels.com debited 1900. 00 from my account to reserve a 7 night stay in a Orlando Fl resort. Resort says never received anything from Hotels.com

I booked a month in advance for a one night stay at a hotel with family. Unfortunately, my city went into lockdown the day of our stay, but I anticipated this the day before and made a cancellation. The hotel had not charged me anything, but I had already paid through hotels.com.

I called hotels.com, and was told the issue would be put through to the assessment team. I also emailed and called multiple times but have not gotten responses. They are holding $675 all to themselves.

I was on hold on one of the calls for an entire hour. I am highly disappointed at hotels.com for stealing my money and acting as if I do not deserve it refunded back.