Hotels.comReviews 1,049

Two bad experiences with hotels.com this year.

At 3am one morning I arrived at the address of a hotel I had booked in Cairo, to discover it had closed down! The hotel had been removed from the website, but they didn't think to inform people who had made bookings. On complaining the customer services staff just couldn't see what was wrong.

Second experience (using compensation voucher), admittedly not so bad, I booked a hotel and attempted to contact them to make arrangements for transfers. The hotel didn't reply, so I went to hotels.com customer services, they couldn't get a reply either. I then asked for the booking to be cancelled and refunded, they couldn't make a refund until the hotel that could not be contacted authorised the refund! Customer Services staff could not accept that my complaint was with hotels.com and not the hotel.

I'm not sure I have got the nerve to use my compensation vouchers now!

I used Hotels.com to get my rooms in New Mexico and in Texas. They were very helpful, but when the "promise" to get you a free stay after 10 nights will never be. I booked 2 rooms for 6 nights, my math = 12 nights? SO far I have had added only 4 nights. Their web page is as BOGUS as can be, run around after run around. Then you call the 1-800 number and talked to some poor guy who could not understand my American English? Why offer something "free" after using their system, only to give you extra poor service. I am sorry, but HOTELS.COM needs to take care of their customers if they want good reviews. USE TRAVIGO or SOMEONE ELSE!

We booked a nice hotel only to find out when we got there it had been shut for the last 3 weeks due to flooding. Hotels.Com had been informed by email but failed to let us know leaving us in effect STRANDED. After several phone calls and hours of time they eventually agreed to find us an hotel and said it wouldn't cost us anything. They came back to us with an hotel 20 miles out of the resort on a golfing site saying there was nothing else. I found my own hotel in the same resort for £150 more. They are just liars who don't care. There is no duty of care from them to their customers. You only know how good a company is when you are in trouble and need them. LEAVE HOTELS.COM WELL ALONE there are better companies out there.

This company falsely advertises properties and refuses refunds.

You can have a clear trail of email confirmations and screen shots of what you have paid for, but won't refund. Even though you are showing them their own deception and false advertisements.
They'll be sorry that you didn't get what you "hoped for" (PAID FOR) and then thank you for your feedback, and then change how they advertise the property, but tough for you. If the property doesn't feel like giving you a refund, you're out of pocket.

You can ask Hotels.com to escalate your complaint, but you will be ignored now.

Look at it this way If I advertise "Hotel Em", on Hotels.com, a spacious 1-bedroom apartment with private bathroom in central London. Non-refundable booking, then, when paying customers rock up and realise that actually it's my basement in a shared house in Leyton, it's tough luck. Because this is what has happened.

It doesn't matter that the booking was based on gross false advertising It's down to the landlady whether I give a refund for people booking my room, even though I totally lied. And unfortunately for you, as these guys are governed by no-one, I will keep the money, thank you for your feedback and maybe feel a little sorry for you that you didn't get what you "hoped for."

Please share your Hotels.CON horror stories. These guys need regulating.

Hotels.com is not an honest company. I used it often and redeemed nights within the 12 months. My main complaint was if you booked a hotel with free cancellation and paid more, when I had to change the reservation, the website did not tell me that the new booking was not under the same circumstances -- flexible cancellation or change of reservation. Despite being a frequent user, customer service would not refund two hotel bills when I had paid for free cancellation, and simply amended the days and then needed to do so again. I lost the money and was unable to use the rooms.

More recently it was even worse. I knew I would not be able to use my $300+ hotel rewards within the 12 month period because I was of serious family illness. I called and was told that the cancellation was automatic and systems-generated but they would note the situation and over-ride the automatic cancellation and give me an extension to the end of 2019 (5 month extension). I went to book the hotel today and guess what? The reward points were gone. I spent over an hour in on online chat and the despite the efforts of the agent, she said there was no possible way to change the system-generated cancellation of my rewards points despite their promise to do so. Once generated, she was told and relayed to me, there is 'no one' who can reinstate the rewards dollars. I called the headquarters number, but no one answers the telephone there.

I am extremely disappointed to say the least in regards to not being able to get a refund for the days not used due to an emergency that the night clerk at Iti alpenhotel Kaiserfels in St. Johann in Tirol Austria was aware of. This situation was totally out of our control and should have been taken into consideration. I expected from such a reputable hotel that they would make an exception to their rules in my case but ended losing $1,500. Just to a note to all travelers, research the hotel before you book it. Don't believe what the booking sites tell you.

At the time I took the greyhound to Coldspring *Livingston Texas* there was a day layover in Shreveport LA so I booked a room on Hotels.com for Sams Town Casino Hotel. When I got there they booked for the next night and I had no way to change it to the proper night. I paid the hotel room and could not get ahold of Hotels.com to get my refund. Never got the money back again wasted money on american things. Shame on them. I wish there was something like the EU in the usa you really need it here

I booked Leonardo Hotel on Hotels.com website. I was in a rush and did not notice that Hotels.com changed the dates from 19 - 22 June to 19 - 22 July. I notified both Hotels.com and Leonardo Hotel of the error immediately via email.

I had to find and pay for alternate accommodation close by and went to the reception of Leonardo Hotel on 19 June who assured me of a refund. They said however, I had to cancel through Hotels.com first and could not change the dates with them even though they did have space available for the correct dates.

After weeks of back and forth emails to both Hotels.com and Leonardo Hotel, they have continued to pass the blame from one establishment to another. They have both refused to refund the money even though:

1. It was an unintentional error of not checking the dates (not knowing either they would be changed to the following month)
2. The funds are legally owed to me as services were not fullfilled by either of them.
3. They had an entire month to refill the booking and probably got paid double for that room.

This practise is dishonest and quite frankly disgusting. I will not be using either of these businesses again.

I made two reservations for the same night at separate hotels because I never received a confirmation email that the first one went through. I called them within 15 minutes of making the second reservation when I realized I had two rooms booked under my name. They refused to cancel the booking due to a no refund policy and refused to let me use one of those nights 2 days later. The manager told me to email consumer relations and to this day, I have not received a reply. I have been using there services for over 2 years and this is how they treat their customers. I'm just going to use up all my free nights, never use them again and tell my friends to never use them either! Horrible!