Hotels.comReviews 1,049

I have been using this site for the last 3-4 years but the last stay at a hotel, Hotels.com charged me about 15% more than what the hotel was charging for direct booking. It so happened that the hotel had to shut the water due to some issues and the hotel offered me 40% discount but was not able to process it because the charge was through Hotels.com. I spoke to Hotels.com and they assured me that the 40% discount was processed but the didn't actually happen. I called back and they didn't have records of my conversation and couldn't help because they were not able to talk to the right person at the hotel. All in all, i would say things may have changed where Hotels.com is no longer the 1st place where you should book your hotels at. Go directly to the hotels website to make your reservations, you will get cheaper prices and better service.

I do not recommend this website. I have collected 10 nights to get a free night. I have gained that free night. I was so busy in my school so i was unable to book any hotel for about a year. I call an agent and he said "the reward night WILL NEVER EXPIRE". I logged into my account now and did not find that night because i have not used it for couple of month! I request to cover the night and waited for 10 days and no response from them. I called them back and informed me the request is denied!
It is obvious their agents are not honest. They just wanna us to use the website.
NOT RECOMMENDED AT ALL.

Was able to contact them with online chat twice, 1st time got bum deal on hotel and online chat person gave me $20 credit and room upgrade to nicer room, so was satisfied. 2nd time had to contact again because couldn't figure out how to get my free night and online chat person turned out to be very professional and apologetic, suddenly I got my free night. So started trusting them after this. But I think they got sick of me afterwards because the online chat app mysteriously disappeared and calls only are done for contacting. But to call if you do not have prepaid time on phone can be expensive, so you have to send them email if any issues. Another thing questionable about Hotels.com is they had all 5 star reviews for BnR Resorts in Bangkok. This which misled me to book room, later discovering all of the reviews of BnR Resorts were misleading and fake to be all 'wonderful," and my honest review was never published. So I think they show unfair favoritism to who they "like" and wont publish anything negative. Many pictures of rooms are photoshopped and reviews can be doctored, so you must be careful with Hotels.com.

Booked a hotel and unable to contact the hotel before my arrival. When we came there, we saw no hotel and couldn't contact them. We asked the neighbor and realized the hotel stops business long time ago. The site hotels.com has no idea who are hosts on their site and failed to check their status. I contacted customer service of hotels.com to ask for refund but they said they unable to do so without the host's permission. Of course they called the host and he did not allow to do so. I feel like this is a scam and hotels.com site is irresponsible and untrustworthy.

We had booked a refundable room and received confirmation that we owed $0.00. The payment was pending for a while so I figured it would lift the charge but it ended up going through. When I contacted their horrible customer service they informed me that the room was non-refundable and that we would not be compensated for the charges. I even had the confirmation email to prove that we should not have been charged and they did NOTHING.

BEWARE! These guys are crooks!

I booked an activity (a tour) through them for my group. When I called a tour provider to set up place and time to pick us up I have been told, that they have no record of our itinerary in the system and it is not even possible to set up a tour only 1 day in advance.

I have been charged full price by hotels.com, our tour never happened and after couple of hours of international calls they assured me they will take care of it. They stopped communicating immediately. It's nearly 3 months - refund never arrived.

I selected a room for $118 at Ventana Canyon Resort. I expected some sales tax. However I was charged and additional $32.49. The resort charges an additional resort fee. Hotels.com does not make it clear that there is an additional charge. They may have some nonsense about there could be additional hotel charges (I'm thinking for the mini bar or something). After you confirm payment they know exactly how much will be charged. Only after payment for a non-refundable reservation do they spell it out in details on the receipt. Some class action attorney needs to go after hotels. They know they are screwing people.

Totally unprofessional outfit that lack any empathy and customer service when dealing with issues faced by customers

Booked a hotel where mass demonstrations were taking place by x-employees and all amenities in the hotel were unavailable due to refurbishment - no sleep or relaxation - we went back more tense and stressed.

Hotels. Coms preferred method of communication is by email or you get put through to an overseas contact centre that pass the phone on from one to another when you asked to speak to management.

Not prepared to refund or explain why, only standard emails to say we can not contact the hotel and can not offer you any refund.

I am nor having to contact ABTA for intervention

I booked a hotel in Orange Beach, AL with hotels.com because it was the only way I could get a room in that area for some reason. When I book the total for the hotel room was charged $231.00 more than what the actual hotel would of charged. When I contacted the customer service through messaging I was told I could get a refund and then she said it was a typo.
Hotel pricing and availability are always subject to change. It is possible the price that the hotel charged you is the going rate now, and not what it was prior. Rest assured you paid the lowest price available at the time of booking. For that reason, we can issue any refunds for the difference of the rates. Hope for your kind understanding on this matter

The hotel I booked did not satisfy its star rating, it was run down, smelled and very outdated. My children both cried and screamed when seeing a huge bug crawling out from under a gross old chair. I also booked it for a pool, which sadly the hotel said was out of order. I was given a relocation agent and relocated. However upon arrival, the new hotel had no payment from hotels.com and nothing reserved for a mom and her 2 kids. I couldn't reach anyone via phone after 36 minutes and decided to just drive the 8 hours home. I was angry and holding crying kids or I would of taken lots of pictures. Getting run around from hotels.com staff