Hotels.comReviews 1,049

In March of 2020 I had booked a hotel in Key West, FL to visit in April 2020 and then the island was shut down due to the pandemic. Yes, it was shutdown with absolutely no admittance. Hotels.com would not give me a refund or a credit to use at the hotel at a later date and when I addressed it with my credit card company they stated that I booked with a no refund policy. Even my airline gave a 100% refund due to the situation so this is unacceptable. I had always used them and will never use them again!

I paid for a room and received a confirmation number. My son arrived to the hotel at 11pm, and they had no record of his reservation. They told me that Hotels.com OVERBOOKS the rooms with the hopes that someone will cancel. My son, who just turned 18, was stuck in the middle of nowhere late at night and the young man at the desk of the Hampton Inn told him he had no record of his reservation and it essentially wasn't his problem. No assistance in finding another room in a mostly booked town. Hotels.com, you can do better. Anything for a buck I guess.

AVOID AVOID AVOID. Worst customer service EVER. They made an admin error with our vouchers and gave us a voucher for ONE room instead of FOUR rooms. I've spent a year on chat and phone calls trying to get the voucher for the other three rooms. They've fobbed me off continuously. This included a call with "corporate" who promised he would sort it out, even though he wasn't the slightest bit apologetic for the many hours of my life I've wasted trying to get this money back/voucher ANYTHING. They simple say the same thing over and over and do not get in touch. You call again, they say the same thing again. I've never experienced worse customer service from any company in my entire life.

Booked a hotel at 1020pm on the same night of check-in. When we arrived at the hotel they were already closed as of 10pm and there was no way to checkin. HOTELS.COM took our RSVP and money for a closed location and denied our refund even though they had screwed up. They are a scam!

Absolutely awful
Absolutely awful. Booked a hotel costing £170 in Mar 2020 which was cancelled due to covid. I was given a coupon as was a non refundable room. I rebooked for this March 2021 but again due to covid I cannot go. I rung to ask what happens as it is out of my control and I have been told I cannot reschedule or get a coupon and will lose the money due to their policy when using a coupon. Totally unacceptable when that was all that was offered to me and I would go if I could. Will never book through them again

I booked a hotel in Austin during the power outages and my hotel cancelled my reservation due to not having water. Hotels.com refused to issue me a refund, nor offered to help find another property, and were incredibly rude the entire time.

The room was spacious The bathroom was spacious and comfortable and very clean. All in all the cleanliness was perfect by Ibrahim highly recommended.We spent wonderful vacation, everybody was so nice with us, everything was so clean. We especially want to thank your housekeeping team who did great job and made our vacation more interesting. Especially ibrahim his ready on time to give us excellant service. Excellent hotel with excellent location, extremely clean & comfortable. Upon arrival we were warmly welcomed by the friendly reception staff. The best part of the hotel are lovely, friendly people who care about their guests!

The app is horrible. Somehow it accidently booked two rooms at different places in one night. Obviously, I stayed at only one of them. There is no way to cancel on this app because it was failing to operate correctly. Days later I still couldn't even look up my stays to see if I was indeed charged twice. There is no way to contact them except through a chat/form for which they do not respond. I finally noticed a contact number for them on my credit card statement and was able to contact them. They contacted the hotel and the hotel refused to refund me. Hotels.com told me too bad, i should have cancelled sooner, ignoring the fact that there app is a piece of crap and didn't allow me to cancel. And, obviously you can't contact them for help with a cancellation either. Well designed rip off scam. Currently contesting the charge through my credit card. Avoid this app.

My husband booked a room ahead of time for he and my son since they were traveling to a baseball tournament. Hotels.com overbooked, and it took an hour for them to find another room. This is after I spent an hour on the phone which made me late to my niece's wedding. When I called for some type or reimbursement, they said when I accepted the other room, I agreed to all terms. Unfortunately, I had no choice since it was nighttime and my husband and son were two states away without a hotel room. Eventually they said they would give me a coupon, but never sent it. Since I will never use this site again, I didn't press the issue. It would have been easier to just call the hotel and book a room. Hotels.com was pointless.

Been using the hotels.com app for six years. I travel 200 plus days a year. Use it for the free night every ten days. Problem is the customer service will hang up on you in the middle of a call (just happened) app does NOT REFLECT THE HOTEL AVAILABILITY! If you check on the app a lot of times it shows no availability and there is! This summer multiple screw ups. Unreliable, horrible and rude customer service. The 800 number is awful! Wasted several hours of my time for the last time! Don't rely on them!

Having made several booking for several years with HOTELS.COM. When our flight was cancelled under COVID 19 I was told I would not be charged they would contact the Hotel to sort it. I had 6 separate bookings around Montenegro. 5 were refunded but full payment was taken for the 6th.
I rang HOTELS.com who advised they had not had a reply from the Hotel so they didn't cancel my booking. The Hotel was now offering a voucher. When I explained we can't fly next year they were very unhelpful. I was left waiting on the phone for over and hour.
Nightmare keep you on hold for hours.
I had to DEMAND to speak to a complaints manager. Sarah was extremely rude& very unprofessional. They refused full refund and said they were being very generous offering 50%.
They would NOT accept that we could not travel because we had no flight.

PLEASE PLEASE DO not use this company, "their" policy stinks

I'll start with saying that I've not had any trouble or complaint with Hotels.com in the past so my latest experience with them may just be a one-off but I should warn other users of this site. When Hotels.com states the hotel cancellation policies may override Hotel.com's it means that even if Hotels.com shows that you cancelled in-time to get a full refund for a cancelled reservation the hotel, in my case, will go ahead and charge for the room. After at least a couple of hours trying to sort this out between Hotels.com and the hotel it seemed that I Hotels.com showed I met the deadline for the full cancellation but Hotels.com must not notified the hotel until the hotel's deadline had passed. I'm going to be charitable and assume that was just an oversight rather than a deliberate act. I spent more than time trying to sort this out than getting the full refund was worth so I'm passing this on as cautionary tale.