Hotels.comReviews 1,049

I have been using Hotels.com but many years and spent 10's of thousands of dollars with them. In March, due to the COVID-19, I cancelled by FULLY refundable hotels as I could see travel was going to be difficult. Its now 6 weeks and no refunds. I have emailed them over and over and they just lie. 'Check with your bank it takes up to 30 days for them to process it'. This is a complete lie. You can not call them either. Now my booking refunds are not even being recognized on their IVR. The own be $10,000! This is not chump change. This it not a $150 hotel room. They do not care about you, SO DO NOT USE THEM. Rather then pay their customers money that they're entitled to, they are keeping it to protect themselves.

I used Hotels.com for all my travels, but no any longer. Last year my wife and I went on a two day trip, the hotel did not promise what they agreed to so I contacted Hotels.com and they said the only thing they could do was to give us a $100 coupon to use within the next year. We said ok.
I booked another hotel within the year, but with the COVID-19 going around before I had a chance to re-schedule the booking HOTELS.com cancelled the booking. I got my portion of cash refunded to me on the 29th day after it was cancelled. I have been trying to contact HOTELS.com which is near to impossible. Finally reached them through the CHAT option on their home page. The representative then went to tell me that the coupon could not be used again, sorry. So no fault of mine I am now out $100. I know it is petty but if this how they treat me over this I definitely will never use their service again and I am going to cancel all of my travels that I currently have on their service. Good Bye Hotels.com

I booked 6 nights in a 5 * hotel in Dubai via this site, and paid everything in advance. Previously, I had a good booking through Agoda.com, but on Hotels.com I found a higher category hotel at a lower price and took advantage of this offer. After 3 days, I canceled my accommodation on Agoda, finding it unfair to hold a double booking. I organized and paid for airport transfers and some tours with the indicated accommodation. However, five days after my booking, they inform me that the price was misstated, and that the real price is 60-70% higher. As I have already canceled the alternative accommodation, and not to complicate myself with changes to other related bookings, and since the price was still favorable, I asked them not to cancel my booking, and instead of the above mentioned 60-70%, I offer to pay 100% more than I already paid. After an additional 6 days they just cancel my reservation without apology and not referring to my proposal at all. I do understand that it is a mess right now, but this carelessness and arrogance are astounding. The slowest and by far the worst customer support I've ever contacted. A horrible experience, never again!

Booked a weekend stay for a business conference that was cancelled due to COVID-19. I tried several times to reach someone on the phone to cancel my stay and after sitting on hold for over an hour, someone picked up the phone and hung up on me. I called back... same thing. I called back a third time... same thing. Went online to use their chat feature to attempt to cancel my stay, and received no response. Frankly, I'm horrified at their lack of customer service, and they should be ashamed of themselves. They took my money and just left me hanging. I will never ever book with them again, and I suggest you don't either.

I booked a reservation for May 14 & 15 2020 at a Holiday Inn in Midland MI on February 12. My credit card was charged immediately upon booking. Now comes the Coronavirus pandemic. I tried to cancel the reservation with the Holiday Inn and they told me that they would flag it for a full refund but that I had to go through HOTELS.COM. Apparently they are located in Great Britain. Good luck getting through to them. All their website says is that if this reservation is cancelled or changed, there will be no refund. An online chat was made but just as the agent was going to send me a case # so that the next agent would know exactly what to do, he types in that he lost the conversation on his end. I tried to reload the page but it just had me start all over. It was over a 30 minute wait time! I will contact my credit card company and dispute the charge. No sense in contacting the BBB or the Attorney Generals office... they aren't bound by the laws of the United States.

I recently had to cancel my vacation in may, due to covid 19. I absolutely did not want to cancel. Was gonna see a band I have been waiting 20+ years to see. They charge 30% to cancel up until this Friday! Then it would be 100%. I'm sorry but in this pandemic, this is hwy robbery. You can't call anyone there, and I tried several times to use there messaging system. Without any response! I will never reccomend this company again! I will do everything in my power to tell people what they are actually about.

I can't reach them by phone or online. My trip beginning March 30 was cancelled due to COVID19. Initially when I called hotels.com, I received an automated message that said call us back when your trip is 7 days a at or less. Then I was automatically disconnected. Today, I tried to call and the message now is your trip must be 72 hours away or less. Click, disconnected. I have been a customer for years but they have lost me over this fiasco.

Unbelievable how a company at this time when the people need help do not offer any service or assistance. I have been fighting with them for 7 days where the last three days the phone has gone dead. This is the shame on me for trusting s website that has no humans behind it to stand for the client. Hotels.com is there to take our money but in time of need they roll up the carpet and run away to their call center.The test of an honest business is how they react in time of need and Hotels.com has failed! Does not care about the hard working folk! I will never trust an on line booking system again and return to the old school way of booking directly with the hotel themselves at least they will stand behind their clients not like Hotels.com who really do not care for their clients. I am exhausted of shell companies and call centers across the planet who do not have any appreciation for clients.

A bunch of scam artists! They never answered the phone when you call. All of a sudden after the virus became more prevalent, all of a sudden their phones dont even work! Three days of their phone having technical difficulties. What a coincidence. They refuse refunds on their website, due to a national state of emergency when people need to cancel lodging and travel these jerks are no where to be found to help people! I had a room booked at a hotel, wanted a refund due to the virus, I was unable to contact them. I finally stopped charges on my credit card, and will be disputing this. Worst company ever! DO NOT USE them... everyone has given them 1 star for a reason. Read these reviews before purchasing. I hope this company goes out of business. You should be ashamed of yourselves!

My wife and I booked a vacation to NYC 2 months ago. We were excited to visit because neither of us have been to New York. In the last couple of days NY has declared a state of emergency because of the Corona Virus Pandemic. We have been advised not to travel and all of the attractions/events we had planned to enjoy have now been cancelled, closed or postponed. We have been unable to reach Hotels.com. We attempted to call, email, virtual chat and messaging with no response. The site just says "we are currently too busy to respond". I would not recommend this site to anybody that plans to travel. They are basically thieves. Their customer service is non-existent and I regret ever using them. Please save your money and use another site or purchase through the hotel. Even if it is a little more expensive it's better than being robbed of your hard earned money. Not that it matters but my wife and I are both disabled veterans and I hope that shows you how much they hold profit over anything else.