Hotels.comReviews 1,049

Hotels.com aka Expedia will never get my business again, had a horrible trip, the room was awful and the neighbors were vulgar, no tv, patched whole in the wall. Contacted hotels.com and they never responded.

I wish that I could give them a negative number. They are by far the most corrupt and criminal.travel company. They basically make up prices so they can overcharge you. This is a RICO level of corruption The hotel that they said was over 100 for the night was only 77 and the hotel told me that and that was the price they provided to these scammers. Do not use these thieves under any circumstances. They also provide zero customer service and lie to you endlessly. STAY AWAY from these aholes please

This was the worst customer experience of my life. I bought a flight for a friend. When she received an email that the flight changed, it informed her to click "Confirm," which led to an error page. I talked to a support person for 1 hour, and it took that long for her to understand that all I needed to do was confirm the flight. She said it was done and we'd get a confirmation email. It never came. I talked to 14 people via chat who literally kept transferring me without resolving the issue. I also cannot access the booking in my account on the website. It's been stressful and honestly, I think this company stole my money. It's been such a demoralizing experience.

Booked a room for confirmation called hotel hotel clerk stated no resevation under my name call up hotel. Com on hood for 2.15 min abs got transferred three times let alone my patience I did not Hangul or give up stayed on the phone and supp answered told me I have to rebook for the. New rate when i originally booked for 344 a night now it is 699 and I was not notified my reservation was cancelled

They will support and cover for even the worse hotel. We booked Galveston Beach hotel in April 2021. Very strong mold or fungus smell through out second floor and especially in our room. They will not allow cancellation or credit if not cancelled 24 hours prior to date of stay. Others have reviewed same hotel for same unsafe environmental. A/C was not working - spilling water onto floor, building access key not working when we tried to enter hotel at 10:30PM Hotels.com also blocked me from reviewing this hotel on their website.

The service is terrible! I searched for hotels in my area, and I booked one that was recommended. I noticed very quickly that the hotel I booked was actually over an hour from the location I searched. I canceled within 10 minutes, but was then told I wouldn't get a refund. I called and spoke to three people for over two hours asking to either get a refund, get a credit to use at another hotel, or get the booking reinstated and was refused. Absolutely terrible service. Do not use!

I will never use hotels.com again! I booked a non-refundable hotel in Paris for $2,500 and couldn't go because of COVID Regulations in France. Hotels.com gave me a voucher that had to be used by June 3rd 2021 but the country was still not allowing guests. I expected Hotels.com to extend the voucher but instead they said the voucher was only good once and that after that I simply lost my money. All I know is that I spent $2,500 and have nothing to show for it.

I was booking on the app because they charge $5 to use your rewards on the website(which is ridiculous)
The app is so hard to use, when i went back to review a screen it reverted the dates of travel to today so i booked a hotel with todays date rather than my actual travel dates without realizing it. I call immediately once I realized (like 10 min from booking) they would not let me change the date, reissue my reward or refund the money i paid on top of my reward. Jen (the agent left me on hold the first time for 20 min and when i asked to speak to a supervisor said she couldn't do that, i demanded a supervisor and was put on hold another 35 minutes I think they were trying to wait me out. A supervisor did come on the line and offer to email the hotel to see if they would change the dates or refund it which i didn't understand because Jen said she had already called the hotel and they denied the request. I honestly don't think that phone call was made, but now I'm waiting 5 days for an email to see if the hotel responds to the supervisors email. I realize that i could have double checked the dates before booking but I had already put the correct dates in and didn't know if i went back to look at hotel amenities they would automatically revert to todays date. Long story short after being loyal to hotels.com for over 10 years I will never use them again!

I had a $700 travel voucher that I applied to a hotel stay in france (rebooked in May 2021 after May 2020 plans canceled). Due to ongoing covid restrictions, I knew I would not be able to travel to france in May 2021 so I contacted hotels.com as early as March to seek a solution. On multiple calls they told me they could move the travel date to future as long as hotel was willing to accommodate. The hotel on multiple occasions told me that were willing to accommodate, but hotels.com needs to make the arrangements. After over 2 months, hotels.com waits till the day before I have to cancel the reservation and forfeit the voucher (otherwise lose the additional money I paid on top of voucher) to contact the hotel. The hotel is still willing to accommodate my travel arrangements, but hotels.com purposely delayed any action in order to pocket $700. After multiple calls over 2 months, no one gets back to me, or does their job. After years of booking with them, I am done. Don't waste your money, book with someone else or directly with the hotel.

On 5-22-21 I located a room for my daughter on Hotels.com using their Pet Friendly filter. I booked the room. Upon arrival my daughter was informed that the hotel was not Pet Friendly and never had been in the past. She was denied the room. I immediately contacted Hotels.com customer service via their chat line, explained the problem and even sent them a screen capture of the Hotels.com screen that indicated the hotel that I booked was Pet Friendly. They said they would look into it, would contact the hotel in question to hopefully get a refund and would respond back on 24-48 hr. I pointed out that the problem was their website having incorrect information. Hotels.com did respond back by email within the 48 hr, told me that the hotel would not refund my $94 and as far as they were concerned the matter was closed. Hotels.com took no responsibility for the incorrect data on their website. I have used hotels.com extensively in the past but will NEVER use it again. They have no corporate integrity.

Customer Support Non-existent.
App offers lots of customers service support functions but they apparently don't exist at the moment so you want be able to reach anyone. I am wondering if the company has pulled the plug on this as they are about to go under financially?

The on-line agents are never available - you are directed to phone - and phone line reaches hotel.com but consistently discounts you after 90 seconds of a pre-recorded clicking noise while on hold saying there is a fault. Very suspicious as gives the impression they are faking a system fault. Infuriatingly the phone system kicks back in to thank you for being a valued customer before ditching your call. Clearly they do not value their customers so a honest message that they have decided that your business is not worth resourcing their support lines would be less annoying.

I have an amended reservation agreed with the hotel and need hotel.com to make the changes but the customer support apparently is a just mirage. Hotel have been brilliant and helpful but beginning to wish I had used a different site or booked with them directly. The hotel.com brokering creates a world of inefficiency and frustration for the customer. Their advertised customer e-Mail support bounced back as undeliverable. So e-Mail, chat and phone options all useless and you simply have no way of contacting them. Hence are they about to go under and focused on only taking as many cash bookings in online as they can before they collapse?

Read the "small print" section or you may get extra charges, such as parking even if you put free parking in as a filter. On hold over an hour for customer service and no help resolving an issue with the hotel booking where the hotel was not as advertised and we were waiting over 45 minutes and still not able to get checked in. They said they can't refund charges if the hotel owner refuses. We used to use them all the time, but no more.

2 hours waiting on a call back. 45 minutes on the phone. Disconnected. 47 minutes on hold. 32 minutes on the phone. They don't listen to a word you say.

On Saturday, May 1,2021 I booked a 2 Rm Suite at Embassy Suites Jacksonville Baymeadows for 1 night. I arrived at the hotel to check in only to be told by the front desk that my reservation could not be found. The receptionist informed me that Hotels.com never sent the reservation over. She gave me a number for Hotels.com to call and get it squared away. After waiting on hold for almost an hour, I decided to book directly through the Hilton App so I could get some rest and deal with this matter later. After speaking with someone twice via the toll free number given to me by the hotel staff, I received an email reply from Hotels.com support that reads as follow...

Dear Frederick Poole,

We advocated with the hotel on your behalf, however, the property at which you booked your stay for itinerary ************** has declined to waive the penalty for your reservation. We sorry that your request was denied.

Thanks for choosing Hotels US.

Sincerely,

Rosa J.,
Salrjimenezbarahona1
Hotels US Customer Support

I believe there was a glitch in the system when I made the reservation. My reservation included free cancellation until 12/31/69. I'll be speaking with my attorney concerning this matter.

I would rate zero if I could.

They falsely promoted Cozy Suites in Louisville as a hotel.

The apartment was unsafe, dirty and Hotels.com nor Cozy Suites would issue a refund for cockroaches or a bathtub that is flaking apart and clogs the drain.

Completely unbearable conditions. Laundry smells, no amenities, no need to have a code to get in as the front door security system is broken.

Poor support and no matter what conditions you will not be able to get your money back from Cozy Suites or Hotels.com.

I left 3 days before I was supposed to and ate the cost, since they wouldn't refund, because it was so bad. I didn't even ask for full refund, just the days I couldn't bare it anymore and even though I paid Hotels.com, they blamed Cozy Suites who wouldn't make things right.

Bad business all around!

We landed in SFO the day they closed the city due to the pandemic. Our hotel was for six days and after three days we asked to leave due to NOTHING IN THE CITY BEING OPEN... We contacted the hotel and asked for an early exit due to the pandemic and they said they would process it. The process never came thru and hotels.com was NO HELP!... I spent hours on the phone (waiting on hold) and sent e-mails and after four months they said sorry no refund... bye! They advertised all about help for the pandemic travel issues but we're totally worthless when it came to doing anything but collecting their money... NEVER AGAIN!

Hotels.com did not honor their price…
Hotels.com did not honor their price guarantee with me. I was charged $146 when I called and notified them that prices went down to $115 (the day before). They replied that I did not contact them in time. But I did. They had such long hold times after over an hour and a half in the middle of the night they called back at 12:09am, they called back. I called the next day and spoke to two different reps (have problems speaking clear English as well) who I asked to take my phone number in case we got disconnected. Both times call dropped and they never called back. This company has gone down hill and there are so many other viable competitive options. I'm done with them.

Booked a hotel to celebrate my birthday. Received a confirmation in the mail, as well as a notification that my booking has been confirmed. On the second day, during a conversation with the operator, the operator forces me to cancel my reservation. They want more money, although they initially confirmed a lower price. Don't trust their prices. They'll ruin your party. I canceled a more expensive booking to take advantage of this offer.

I tried booking a cabin through them in TN. They immediately took the money out of my account then emailed me 2 days later to tell me they were canceling my booking because the property was now going to be closed during my stay and they were going to give a coupon for my purchase amount. After an hour and a half of being on hold, I finally got ahold of them and they acted like I canceled from my mobile app even though I had proof in the email that they canceled. They also tried to tell me the property I was booked for had a no refund policy for cancellations. How convenient, right?! After a lot of yelling and arguing they finally said they would have to contact the property and the property would have to make it right. They also said they would have to have a waiver submitted to waive the no refund policy. I contacted the property directly and they said they had no record of me or my reservation and they also said they were completed booked and were in fact NOT going to be closed that weekend. I finally got tired of the run around so I filed a dispute with PayPal explaining the situation and sent them pictures of the emails hotels.com had sent me. They had 10 days to respond and waited until the very last minute to submit their side to PayPal. Thank goodness PayPal quickly decided in my favor after reviewing the information, but it is still awful that they even tried to fight the dispute or thought they didn't have to refund my $1500 dollars. Never book through them! Stay away! I would give them negative stars if I could!