Hotels.comReviews 1,049

I booked a hotel with the webpage and paid for it in advance. Got to the hotel and was charged again, unknowingly, until after my stay, that hotels.com did not pay for my hotel room. I was charged by the website and by the hotel. When I called they admitted they didn't pay for the hotel and asked if I would like a refund or for them to pay the hotel and get my refund from the hotel. Hotels.com wanted me to WAIT 30 FREAKING DAYS for a refund! That's outrageous. So, I asked them to pay for the hotel. Not only did it cost me more to use hotels.com, but it also caused me more stress in dealing with the whole situation. I will not be using Hotels.com again. My stay ended up costing me around 20 dollars more to use Hotels.com than if I had just went and rented a room at the hotel outright.

Pros: Their Best Price Guarantee works, you just have to fill in the form on the website and provide a screenshot and they will refund the difference to your account or give you a discount code for the next booking.
Cons: I had to ask a few questions about cancelling my reservation in April due to the coronavirus situation. Their chat bot was really annoying and couldn't help me at all! I tried to call but the line was busy all the time. So, no any real agents, just terrible customer service chatbot aka virtual assistant.

I gave my debit card information based on them asking for it- in order to hold a hotel room. Instead of holding it- they charged me for the full 7 days and took the money out of my bank account. I immediately canceled to get a refund and they said it will take 30 days to get a refund. They are an awful company! Do not use them as they say what is needed to get your money during this pandemic.

I booked a room at Yosemite View Lodge for March 27- March 29,2020. There was a hotel policy of no refunds if you cancelled within 7 days of arrival. Even though the state of California had issued a stay at home order my son who was visiting from Michigan and I decided we could still go to Yosemite as we were going to be outside the whole time and we checked with the hotel and they were still open. On Monday, March 23 Yosemite was completely closed so I called the hotel as we were within the 7 day period. They had already altered their policy of not refunds because of the stay at home order but because it was booked through Hotels.com I was told I would have to request the refund through them. They noted the reservation with the approval for the refund so that there would be no issue of a refund. I tried for over a month to reach Hotels.com and could not get through. I finally yesterday reached a so called customer service representative who informed me that I was not entitled to a refund because I cancelled within 7 days. I informed them that I had spoken to the hotel and that they had agreed to refund my money. The woman was rude and told me she would call the hotel to confirm my story. I was on hold for over 15 minutes and when she came back on the line, she lied to me and told me she had spoken to the hotel and that they would not refund my money. I asked to speak to a supervisor and she hung up on me. I called the hotel directly and asked for a supervisor. Luis came on the line and I told him my story. He said that in fact it was in the notes that I was due a refund and he clearly stated no one from Hotels.com had contacted them as they would have promptly refunded the money. He said that he would happily refund the money and then the hotel would deal with hotels.com. I thanked him profusely for his assistance. The CSR at hotels.com blatantly lied to me. DO NOT USE HOTELS.com. They are unprofessional and in my mind are criminal in their actions.

We had a trip to Spain planned in early May 2020. Due to COVID-19, our flight was cancelled. The airline and two other hotels gave us a refund on non-refundable tickets due to the crisis. Hotels.com refused to give us a refund. Instead, they claimed they tried to work with travel partner and got us a voucher good for one year at same hotel. The hotel told us we could have a FULL REFUND of our monies! Yet, Hotels.com claimed they worked with the hotel and could only secure a voucher.

Even worse, Hotels.com has our money - not the hotel. So, the hotel can't refund us. Hotels.com is impossible to reach by phone. They claim to be so responsive; yet in reality, they are not. Do not use Hotels.com. Beware of their tactics!

What a shameful bunch of liars Hotels.com are, I wish you had a zero star rating! Not an "A"
Because of COVID-19, my 20th Anniversary $4175 hotel reservation had to be canceled. Luckily, we had paid for the trip throughout the year, as I am a teacher and it was an around the world trip. My husband has had a kidney transplant and is now diabetic due to the anti-rejection medications. He works in the travel industry and was taken out of work and put on disability early on. We contacted the hotel and sent them the doctor's letter stating he could not travel to these locations or travel abroad. They were gracious, kind, and fine with refunding the money. For 8 weeks, we try twice, weekly to get through to someone at Hotels.com. When we finally do get through to someone, they gave numerous excuses, like it has to be under $1000, or it's up to the hotel(who OK'd it), we need a doctor's letter(which was given), or even "Yes, you will get the refund once it goes through the proper channels, we will let you know".
We have been patiently waiting... then today, we were told we do not get a refund, only a voucher to the same hotel within a year. THIS IS BS! What crooks!
We had been loyal customers of this company for many years, even when we booked rooms for our wedding and other group trips.
I am SO disappointed to see that such a big company would do this to simple, hard-working people, during a pandemic they have no control over. Talk about GREED! This is just EVIL
Safe to say we will spend the rest of our lives telling everyone we know in the travel industry and educational communities what a horrible company Hotels.com is and to STAY AWAY AT ALL COSTS!
This is the first time in my life of almost 50 years, writing in about a company, but I feel this has to be known. Other people should never have to be taken by this company, as we were. I am saddened to see that corporations will still take advantage of anyone they can to make a buck, no matter the situation, as this pandemic has proven.

Booked a hotel in Puerto Rico for April 10th. I could not flight to Puerto Rico due to Covid 19. Contacted hotels.com for refund and was advised I would hear from them within 30 days. I waited and after no response I called. I called hotels.com and was told that the claim had been escalated to billing and that I would have a response in 30 days. I called back on May 18th, costumer service stated that I can not get a refund, I connected to a "manager". He advised there was no way to refund my money due to the fact the hotel booked had not released payment, therefore hotels.com could not refund any payment. I requested a voucher to use for any night through hotel.com, but the manager stated that they can just give me a voucher for 1 night to that hotel in Puerto Rico called "Sandy Beach hotel".
Out of curiosity, I called the hotel where we had reservations at and spoke with the manager. Manager advised they had several problems with hotels.com, being in default of contract with consumers. Manager also advised they did not bill any charges until the guest checked in. This means the hotels.com "manager" I spoke with outright lied.

At the moment I did not get a refund or any kind of voucher!
This company is a complete scam artist and have no interest in you once the fees have been paid. By the time fees and charges are added on to their "discount" rate, you would be far better off booking directly with the actual hotel.

The only time you can talk to Hotels.com is when you make your reservation. If you want to cancel your reservation you will not get thru to anyone at Hotels.com to get your refund. The phone lines are ALWAYS busy! And you will be on hold endlessly. We stayed on hold for 2 solid hours before giving up. This was not just one day but seberal days and several tries. We emailed and got no reply. We finally filed a conplaint with the BBB and they too didnt get a response. After 2 months of this we are still out of $74.00.

We booked a place (as a company). When we showed up we were unable to get into the building because of a shooting (not their fault) but when we finally got in, the property manager showed up without keys and attempted to BREAK IN! The entire time I was on chat with hotels.com- they knew what was happening, told me I can cancel and get a refund. We left, and the property liars said we stayed so they refuse to give us a refund.

DO NOT BOOK THROUGH THEM. I have been calling for days to get this resolved and they refuse to do what is right.

DO NOT RISK YOUR MONEY! I made a reservation and within 10 minutes cancelled. The website said a deposit was required for a December 2020 stay. Yet, when I logged on to check my credit card, Hotels.com charged the entire stay (nearly $6,000.00) to my account. So, with the "free cancellation" that they offered I cancelled. They haven't refunded the amount to my credit card and are using COVID-19 as an excuse to delay. When I spoke with Hotels.com the "customer service" rep said it would take at least 30 days (first he said 35) for them to supply the credit. They are holding my money and therefore I can't make another reservation. I have filed a dispute with the credit card, will take the appropriate steps and will never use them again. BUYER BEWARE!

Worst company to deal with. Absolutely horrible. I wish they would close down that's how much they suck.
Price match is a joke, they say no to everything.
NOW DURING THIS COVID 19 PANDEMIC they're refusing to give me a refund EVEN THOUGH it clearly says on their site that non refundable bookings can get a refund. I called 3 times and spoke to some "supervisor" NAMED REN. Absolutely useless. The way she spoke to me was not professional. There was no conflict resolution NOTHING.
None of the reps seemed to know where the page was or what it said! Like are you kidding.
I have warned my family and friends not to use hotels.com and will continue to do so. A company and their employees will be judged on how they behave and respond during this pandemic. And hotels.com has acted veRY poorly. I DONT WANT A VOUCHER! I do not want to come back to your site! I will not be giving you more business!

Think twice before booking with this online site. There are more reliable ones to choose from. My 18 year old daughter booked an early June vacation (back in March) for her and her friends. They had 9 hotels booked. Unfortunately due to the stay-at-home orders, many of them are out of work. They do not have income and cannot afford the trip any longer. The hotels were prepaid and booked directly through the hotel or through other online booking sites. EVERY ONE of them was willing to refund her money, except for Hotels.com HOTELS.COM IS TAKING ADVANTAGE OF AMERICANS WHO ARE NOW STRUGGLING UNDER THE WEIGHT OF THIS PANDEMIC and using "policy" as an excuse. Apparently making a buck is what is most important to this organization. Very disappointing!

Not only the customer service people were unbelievably rude and unhelpful, they also kept lying about what the hotel was saying and what they could/couldn't do. One of the employees actually made fun of me and snorted when I explained my problem and asked for a manager. After wasting my time on the most rude and dishonest customer service employees I have ever met, I got fed up and confronted the hotel myself in order to solve my issues. I will never use this website ever again.

While every big n small bussiness are offering REFUNDS OR CREDITS including all airlines, all hotels, all bussiness, HOTELS.COM IS NOT GIVING EITHER! DO NOT BOOK FROM THIS WEB SITE. Their bookings n staff are all completely rude n un knowledgeable. Customer service is hopeless. UNDER COVID EVEN THIS HOTELS.COM is not refunding or giving any credits. I losts hundereds of dollars even when I lost my job. It is sad that while all business are taking hits n refunding or issuing credits this HOTELS.COM IS SQUEZING MONEY OUT OF ITS CUSTOMERS