Hotels.comReviews 1,049

A horrible experience, they could not have been worse. The website would not allow changes, phone calls take hours, they do not think logically, only depend on the misinformation on the computer in front of them. Our check in was totally wrong, lucky the hotel was able to accommodate our needs. No compensation for their incompetence and very annoying to talk to someone from the Philippines that is singled minded and unwilling to admit they were in error. Had we been in the height of the season we would have been forced to fit 5 adults and 1 child into 2 standard rooms. I will never use Hotels.com again and I, with my family, travel 2 or 3 times a year.

First they couldn't accommodate me after trying to pay them several times for a room I booked a room for a night, when I arrived there was no room reserved under my name therefore I had no room for the night, called customer service and was told to call back in 2 hours because the "system was down" like a whole joke they kept "transferring me around to nobody as they would hang up the phone. I don't recommend this to anyone ever. Please consider something else for the money

I have used hotels.com for many years but think I will not use them again, booked a hotel in Naples FL last week with them, it stated on the site it was a very special price and I could not use promo codes. I booked the hotel and paid in full. I then foolishly looked at trying the price direct with the hotel.to my amazement it was $200 dollars cheaper! Got in touch with hotels.com to ask for an explanation, they replied with some stock answer, will not use them again and advise people to check prices 1st before commencing with booking.

I needed help with my 3 x hotel reservations in Italy and I used the online portal to chat with a member of staff at Hotels.com The most helpful male called Jonathan Brylle popped up and was so helpful. He was very polite, asked me what my issue was and then proceeded to ring all 3 hotels to talk to them about the issue. He kept me updated throughout and then proceeded to email the hotels who hadn't picked up the phone. I can't fault Jonathan at all. Can honestly say he was the most helpful customer service person Iv come across in a long time. Jonathan, if your reading this, although we didn't get the most helpful outcome, the fact you tried says a lot about you and your strive to help others in life. Thankyou

I made a reservation for a hotel in Vermont with free cancellation through Hotel.com website. I had to cancel my reservation two weeks before the trip. The hotel put through the charge anyway. I call customer service at Hotels.com. The customer service center is in the Phillipines. The site is based in the UK. The customer sevice agents called the hotel to try to cancel. Finally they told me to call my bank. I spoke to Chase Manhattan bank and they put a freeze on all the charges. I also called the hotel directly and they said they will cancel the charges. I will get my money back in several days. This site has a good selection of hotels, but they operate beyond the scope of US law. The site is based in the UK and customer service is in the Phillipines. You have to get your bank involved if you want a refund. Be careful how you use this site. There is no consumer protection within the US.

I quickly pre-paid and booked a room for a friend. I mistakenly entered the wrong check-out date. I called back immediately and they said "they would contact the hotel and get back to me within 24 hours and if we get disconnected, can they call me back". I got the same scripted response every time I called for 3 days in a row. Each time they said they couldn't get through to the hotel. Then I decided to try the hotel. I got through right away - no surprise. They said that I must deal with hotels.com - great. So, I called a final time and spoke to a "manager". They told me to call the hotel and to ask the general manager not to charge hotels.com for the extra night. How is that going to work? I couldn't even get ahold of the general manager at the hotel. I can't believe that I paid for 4 nights and the 5th night for an empty room. Thanks a lot hotels dot com for nothing! Scripted answers and phoney managers do you think I'm stupid? So unprofessional... It makes me sick.

For almost a month I've been calling hotels.com/Expedia and NO ONE WAS HELPFULL in expediting my refund. I asked for a refund on my flights, because it was cancelled by the airline in the first place and they didn't offer me a good alternative. Hotels.com on multiple occasions, prior to and after the cancelling, confirmed that I could have a refund for those flights. However, they are NEVER able to process and keep lying to me by email and phone about it. It's a very disrespectful service and the attends are completely unprepared and poorly informed to deal with customer issues. They keep transferring your call without never giving a protocol or anything to keep track of what was told before. It's a complete circus! Stay away! Find another website that doesn't ruin your vacation and still your money.

Made reservation through hotels.com and wanted to add an additional day to itinerary. Hotel was in South America and tried calling the number hotels.com listed as contact number. No one answered. Contacted hotels.com and spent hours on the phone trying to get help. Hotels.com promised that if we were unable to contact the hotel, we could move to another. Our concern was that the hotel had closed. In the end, hotels.com simply put off doing anything until it was too late. By their own admission, the number they had was in Hungary and the owners were not responding. They were zero help. We won't use them again. If you do, especially out of the US, I'd be very careful with the info they provide on their website.

They locked my acc and dont let me use it or refund me. They took away ALL MY EARNED NIGHTS.

I reported them to BBB.org to get my money back

Be careful #Hotels.com# trick you into making incorrect books.
I was searching for a hotel overseas for 2 adults with specific dates. Due to our currency the bookings are very expensive. On numerous occasions I searched and one evening the venue I wanted with the dates I wanted appeared, pre populated, but for R4500 cheaper. I was so excited I booked it straight away. Not noticing that although they had pre populated my dates and sent me the venue I kept searching, they had changed my booking from two adults to one adult. This being a no-cancellation booking. Of course they "try" and help you to no avail and the booking ends up costing even more that the first search I did. So it's "take-it or leave-it" non refundable, no cancellation allowed booking.
Be very careful of their dishonesty and tricks!

Booked a room through hotels.com that advertised a room rate of $108 before taxes and resort fee. Total came to $121.00 before the resort fee of 7%. When i arrived at the property they charged me an "expedia fee" which increased the resort fee to $35.00 a whopping 30 % of the room rate. When i engaged Hotels.com to advocate on my behalf they could would not take responsibility for the incorrect information on their website and their answer was basically "tough luck". Someone should let the resolution desk know that it's cheaper to keep a loyal customer than to attract a new one--- You might say that's Obvious Captain. Moving my business to Booking.com I suggest you do as well. Because if you get ripped off at the property, Hotels.com will run and hide as opposed to supporting you.

Website is faulty. Tried to book a room, selected one room. Site asked for second person in room and we entered spouse's name. Room selector advanced to two rooms. Set it back to one before paying. Submitted payment, and got two rooms with two queen beds each, and each room under one of our names. Would not fix error and blamed me. Did back button and the room count selector was still at one room. Company blamed hotel and hotel blamed company. They admitted that a married couple did not need two rooms and four queen beds, They said that they reviewed our selections and it was our fault, essentially calling both of us liars when we said that we selected only one room. I have been programming computers since the 60s. They may claim that we didn't reset the room count to one (did it twice), but why they said there software sent is not what we saw on our screen. Web packets get lost, or it could have internally set the count to two at the end of the transaction just before we committed. Hotels might make $10 commission per room, but they sure lost a lot of money in arguing with us for two hours and a lot of good will.

Been using hotels.com for many years. First time I ever have problem with them and it's the final time I will ever use them.

I was booking a room on their app for my last minute business trip. Booked with my work email, after I click the final step to book room App got an error and quit my booking. Since I booked as guest, there's no information anywhere.

So I rebook with my personal email, since I have account with them. After everything was all done, I was double booked for the same room and same duration. So, call them to cancel 1 reservation. But I was told they have to charge me for 1 night penalty (within 24 hours from checkin). I talked to many representatives and managers, everyone stick to the same story. "We don't care what happened, you cancel within 24 hours we're not giving you full refund".

Finally I though I got someone that would help me. He said he'll ask the internet booking team to check on my first booking section and get back to me within 48 hours by email. It's been 4 days and now that they have my work email, all I get from them everyday are marketing emails.

Wish I can give negative stars

I booked a place saturday, received email confirmation and noticed only 1 person called support number literally maybe 1 hour, Was told they would contact property to make sure no issue
And I would get email in 24 hours.No email ever, I called back Monday told same story at which I requested a manager. She informed me to change reservation I would have to book another reservation. After 30 minutes just hung and will deal with property. Never again stay away from this ripoff

This is the worst place to book anything from. Customer care is sucks. I booked a room in Triumph luxury hotel using their website. When we reached the hotel we stayed there for two hours waiting to find the reservation at the hotel reception. And they kept saying that there is no reservation for two hours. I have been talking to at least 4 of the customer care and 2 managers who assured the reservation although the hotel denied that. Their way is to make you get bored through keeping you waiting on the line. And it can get disconnected. At the beginning of the call, I asked the manager to call me back if the line got disconnected and she refused saying that she can due to their policy. However, another person who answered me said that if anything happen we are going to call you back. What a contradiction! A representative has this authority while the manger has not. At the end we talked to the general manager of the hotel, he said that this was not the only incident from hotels.com. We are the 4th guest who came with such a case. And guess what he found! He found out that yes, they made a reservation but in a different hotel not the luxury one. What a horrible website! And what a poor services. Thats a fraud