Hotels.comReviews 1,049

I've used Hotel.com for over 10 years and was pretty happy with the service. But I recently booked a hotel in London because it was advertised at CHANGEABLE but when i tried to change my reservation (drop off a couple of nights) almost three weeks ahead of my arrival, Hotels.com would not let me make the changes. They tried to blame the hotel but the hotel said it was fine for me to change it but it needs to be done through Hotels.com. I have spent probably four hours on the phone with them throughout this process. Hotels.com say it's their fault and will take care of it but then I get email right afterward saying they are not going to refund my money. This happened three times. I will not use them, Expedia or VRBO again as they are all one company and i assume on philosophy. It's a shame as i used to like their service but assuming once Expedia purchased them it's gone completely down hill.

I would prefer to give this company a half a star. It was very easy to book my room and get a decent price. However, when I went to check into the hotel with my reservation confirmation number, the hotel could not find it, the employees could not contact anyone from hotels.com, and I could not reach anyone from hotels.com. I was in a bind for time and had to pay out of my pocket for a night stay. Hotels.com refused cuz to give me my money back. I spent days on the chat trying to get it resolved without getting anywhere am I questions were not answered, probably due to crappy AI. I even got an email stating that I would not get my money back and I hope I enjoyed my stay! I was so unhappy with hotels.com I was in a rage. Thank you to a persistent hotel employee. I got my money back. I will never use hotels.com again. Absolutely terrible service.

Do NOT rent from Hotels.com. I rented a room, they took my money, never sent me a conformation and I had to pay again when I got to the hotel. I disputed this with my c.c. Company and lost. Nobody from Hotels.com would help me with this or actually gave a dam.!

These scumbags just sent me a bogus invoice via email for a non existant "reservation" 20 minutes ago. Now their trying to rip me off for a hotel room hawaii that doesn't exist and I have no way of getting to nor do I want or need. These are the most vile scumbags on the planet taking advantage of people on disability just so they can live high on the hog. They just sent the email 20 minutes ago knowing I had no way to get there and the checkin time has passed.

I am owed an $80 refund from Hotels.com because I was charged by them and by the hotel that I booked. I have been trying to contact them regarding this issue but cannot find any way to contact them. It has been over 30 days since my booking. I have contacted my bank per information given on their website regarding refunds but still have not received it. I don't think I will ever use them again. Instead I will book directly with the hotel. Crooked

If i could give a minus for a website, not even one star it would be this one! I booked a hotel in Zanzibar where is written on the website that they are accommodated in Stone town, a day before my trip i got a message they are 13km far from Stone town. The problem is that i choose this villa because it showed on the map its 1 minute far from Zanzi House where my friends are staying. I tried to reach hotels.com but nowhere i could reach them. I cannot get refund for the lies they made on the map! Disaster! You ruined my vacation!

First of all hard to navigate to their website. They dont give you much info on your itenirary. Hard to get to their customer service. I dealt with expedia they gave me my money back immediately. Hotels.com said 7-10 days for refund. Wont ever deal with hotels.com. Lesson learned. Buyer beware. This was my first time dealing with hotels.com

I had 1 free night and was half way at another night when Hotels.com chaged there points system and took everything away. I wont use them anymore cannot trust them.

Hard to understand terms of the agreement with language barrier. Was overcharged fees and unable to get a refund. Unwilling to work with customers.

Just after few hours of booking the room. I contacted the virtual agent, rang Hyatt Regency Delhi and told them about the genuine error of booking the wrong date. They denied to offer me any help but only Sorry without any solution. Stick to booking.com if booking via third party website. Not booking with them ever again!

If possible, I would have rated ZERO stars.

Felt like a bait and switch. I searched for a pet-friendly hotel. I selected one of a hotels the site directed me to. After booking (non-refundable) I received a confirmation from that hotel. It said no pets are allowed.

I contacted hotels.com. They provided extremely poor customer service (completely unhelpful). They took absolutely no responsibility for their site having created this issue and made no good faith effort to provide me with a refund (full or partial).

I feel this company is unethical. The way they do business and their customer service seem a bit shady. I will not use hotels.com (nor its parent company, Expedia…nor any affiliated companies) when booking future hotels or travel.

I will recommend my family and friends book through a different company.

I made a reservation on their website based off the days I put in and when I checked out it had adjusted the days by one day. I immediately reached out to them within seconds of the reservation to get them to change it to the next day for my reservation. I was told becasue I did not pay extra for their insurance which is a SCAM that they could not help me. Then the agent who is a liar said he called the hotel and they refused to change the date and that I was out of luck. Even showed them where their platform made the mistake but they will do nothing about it. I was told I could get an email to request a refund and I have sent all the screenshots to prove their mistake and sent over 5 emails after that and have received NO RESPONSE from them at all. Do not use them.

I booked a hotel room with the "one key cash" I had on my account. I had to cancel the reservation due to personal issues. This was several days before the reservation date. I couldn't get to a human being, only a bot/online agent. I was told that the reservation was non-refundable. That was completely hidden in the booking, so it was a complete surprise to me. In essence, they and the hotel get a profit and the customer gets screwed with no recourse. I would understand if it was last minute, but days in advance? Why even give them the courtesy to try to cancel ahead of time at all? Just don't show up next time, that way they can't make double profits on a room you won't use by booking it to someone else. Also, their customer service is simply horrible. As I said, you can't even reach a human being. The sad thing is, this used to be a decent company and I had used them for years, but since they revamped everything and use the stupid "Key cash" instead of actual money, things have really gone downhill with their customer service and transparency. As someone else here mentioned, the word to describe their no refund policy - which they hide in the small print when you book and you have no idea that your booking is nonrefundable until you find out the hard way - is CRIMINAL.

I went to the address from the description, but there was no guesthouse. Called them up and got a new address some kilimeters away from the place I wanted to be. So I asked for a refund but they refused at all.

Last time for me to book over hotels.com

Tried to use reward points and couldn't no matter what I tried. Tried calling in, took and hour to get through. Couldn't understand the representative, she kept telling me the same thing over and over. Would not listen. Finally hung up, service went completely down hill. Not going to use service again.

Don't use them they steal your money
Don't use them they steal your money
I booked two nights stay at a hotel and left after one due to noise,The hotel informed me that they didn't receive the money from hotels.com until we left and said they would inform hotels.com we stayed only one night and not take the money for two,This did happen and hotel.com refused to give me my money back as I used a Tesco voucher.I asked them if they had received the money from Tesco and they said they had.I asked them if they paid the hotel for the second night they said no.I then asked why they were keeping my money. They relied terms and conditions.This is why they they are a 1.5 billions pound company with the worst reviews. Legalised theft. Don't use them.

I reserved the wrong dates a month away and asked them to change the dates. They are ironclad and wouldn't help at all. Their response was sorry - you lose all your money.

Beware of this! You can't cancel or modify dates. They will charge the full amount. I tried to change the dates and they would not. I contacted the hotel and they they would do it for a higher rate and I agreed. When I told hotels.com they would not change it! Even with the higher rate!