Hotels.comReviews 1,049

If I could put zero I would. I will never use this company again. They need to screen their employees as they have no customer service qualifications. You will lose business like this. I will make it my priority to make sure every one I know does not use hotel.com. The customer service lady who I spoke to gave me a call back number for Expedia.com who they are not affiliated with and also hung up on me. Instead of helping me she said we are having technical difficulties and call back. Never again!

Today I wanted to make a reservation for my partner and I to go to Newport in August. I was happy to find a really cute Inn via hotels.com. Earlier today I was also looking for accommodations for Maine in July. So guess what? When I booked my Newport reservation I wrote down the wrong date (I put the July date instead of the August date). I noticed my mistake when I got the confirmation email. I went online to change it and realized I could not change the date online. So I called the hotels.com costumer service line. I explained what had happened. They tried to change my reservation to the correct date but the hotel was full, so I asked to cancel the reservation, and because it was LITERALLY WITHIN 10 MINUTES OF ME MAKING THE RESERVATION TO BEGIN WITH I asked for them to please wave the $50 fee for the cancellation... and they said no. The costumer service representative was really polite and said she advocated for me, but unfortunately hotels.com was not willing to be flexible. And so, now I have $50 less and no hotel reservation, and hotels.com lost a costumer for life!

I booked a weekend through Hotels.com and they are nothing but thieves. They overcharge you and only pay the hotel a lesser amount. Therefore you do not get credit for what you have actually paid. They brag about you getting a "free" night stay after paying for ten nights, but you have actually more than paid for that free night. I could have booked my room directly for $62.00 less for the two night stay than they offered. Only shame on me for not calling direct although it is difficult to do since Hotels.com puts their phone numbers rather than the hotels direct number online!

We have had a heavy travel year and I wanted to take advantage of hotels.com rewards program of earning a free night with 10 purchases. Shockingly, they cheat you on this. I spent $600 in September 2018, almost $1000 in November 2018, another $200 in Feb 2018 totaling 8 nights. All booked through the hotels.com app! Every single one. (remember that part)

Then, 2 weeks ago, when we needed two more nights booked to meet our rewards of a free night -- for which we had more travel plans. Rewards placed on my account? Nope, rewards were never applied. Shocker. Why, might you ask? I waited thinking it would take a few days. Two weeks later? No go.

I contacted hotels.com directly, today (5/31/2019; call ended at 6:53PM EST; pretty sure the 1st line guy and "manager" were the same person
-- stating for quality assurance and all). They said that because I used the mobile app, that a discount coupon was applied. (Remember, every booking thus far has been through said app, of which, there has been no issues applying my stays). Ummm no. I didn't/it didn't apply any single promo at all!

I went on my app like any other time, put in dates, location etc. and picked the best bang for my buck. They said no there was a discount applied, it is a very strict policy (magically when this booking would have given me my reward of one free night), and there was nothing they can do, and that the discount negated rewards. I went and looked at my booking, confirmation email, billing statement and details of my stay. ZERO info on any coupon applied. Nothing... not in the fine print, no where. They can not explain that to me. They can not give me a reason. They can not help. They will do nothing. Manager eventually "disconnected my call".
Summary... if you want their rewards, they will do absolutely anything to not give them to you. They got my business, now they are screwing me.

Hotels.com is a scam. I was duped after I attempted a cancellation because of filthy conditions at a hotel. Like a dumb $#*! I purchased a $100 gift card to get my reimbursement for the room but after call after call I kept getting the run around from what appears to be Indian accents. Never got a reimbursement. I can promise. I will never use this piece of $#*! Scam site again. Lesson learned. Don't ever let someone talk you into buying a gift card and giving them the info for any reason!

This is how I got scammed out of $1000 from hotels.com: I called the legit hotels.com phone number to book a vacation, the lady said let me connect you... this is were the scam is... the girl that answered is a legit worker there that is running a scam with other people, she somehow connected me to another hotels.com "worker", but he was in he scam with her. I told him the vacation i wanted to book and he said he can give better prices if i use a hotels.com give card, about $300 off. I had him give all my hotels.com info to me over the phone from my account so I could confirm this was legit, he had everything, even my credit card he recited, so I knew it was legit. He gave me a number to call back with the gift card. I got to the store and they did not have a physical gift care, only e-gift card for hotels.com He said, "just buy $1000 in google gift cards, they can be used also. So i did, I called him back at his number and he answered, customer support at hotels.com. I gave him the $1000 in gift cards to pay for the vacation. I called hotels.com to confirm it all because i didn't get an email, they said nothing has been booked. Basically what happened is the girl connected me somehow to her friend who took the gift card info and of course nothing was booked. They don't even take that type of payment. I said they must be able to track my first call and hotels.com said they have call centers all over, even in foreign countries so there is no way they could track that one call unless something was actually booked to my account, but of course nothing was, the employee just stole the gift cards. Hotels.com wont do anything about it, not even any sort of credit. I feel like such an idiot, I absolutely never fall for scams, but this was a legit hotels.com employee. My next move is to contact my credit card company to see if they will refund my $1000 since I was scammed. I just called the scam call back number again and they still answer saying they are booking at hotels.com. When i start saying they scammed me then I get they yelling profanities at me about my mom and what they will do to her and that they are tracking me and will kill my family. Beware! Since hotels.com seems to be doing nothing about this even though I spent 6 hours on the phone with them today with no resolve, i will never book through them again.

I booked a luxury estancia near Buenos Aires for 28/3/19 last August through Hotels.com, having been explicitly assured via their website that cancellation up to a couple of days before the reserved date would involve no cost. My plans changed, and I had to cancel on 18:3/19, having been specifically assured by their website chatbot that I would get a full refund of US 890. I have had no refund, and Hotels.com are now ignoring the assurances I had from them and saying that any reimbursement is up to the hotel. My advice would be NEVER to use them, as they are not to be trusted.

We discovered that hotels.com accepted a major flight change from the airline we booked on our behalf. No notification of this. Called to try and figure out how this happened and what could we do. They were not helpful in the least. They said they considered our flight change to be minor and sent an email which we never received. Minor? We live in Fl and are flying to Punta Cana. They allowed the change to be from FL to JFK to Punta Cana. Not only is it much earlier in the morning but we arrive much later than we were planning. Plus, those ridiculously directed flights are always cheaper than the more direct line so they changed it on us and will not adjust the price and reimburse us for the difference. Never again will I trust them with my vacation and thousands of dollars we spend

Confirmed criminal fishing cheats from hotel.com,

Hotel.com cheats with fishing prices at the confirmation after the customer searches a hotel with his personal specifications.
Especially when you have family specifications they will give you a total confirmation which is wrong, a fraud!
Following this they don't inform you, so happend in our case, they took without warning then nearly the triple price from our credit card and wisely they mentioned "refund not possible" because it should be a super discount booking... which is another lie and fraud.

Talking to the hotel owner and told him the price we paid to hotel.com, surprising that this was this nearly 20% higher then the hotel owner would take from us!
Additional we show the hotel owner the confirmation about 794 THB for our specification and he was loudly laughing and mention that this low price he never have seen before in his offers. This means that hotel.com does this to catch innocent victims and betray them by giving wrong confirmations.

So it is urgently advisable to inform about hotel search engines, however price negotiations exclusively with the hotel directly to lead. What in our case, as a "fishing" victim, would have been 20%. Not a little for a family who has to save every cent.

Resume: Hotel.com not recommended as a pure fishing company with basically criminal intentions.

We have all proof documented for the way to the court!

I booked a hotel for 2 nights, much in advance. Due to certain exigency, needed to cancel the booking. *******@*******141 to request for cancellation and refund of my money. The floor manager behaved over smart and upfront denied the refund. In fact he was also citing for penalty on cancellation. They didn't even refunded my money and were also citing for cancellation penalty. It is better to book directly through the hotel's portal or any other hotel booking sites. Please do not even open hotels.com, if you want mental peace.