Hotels.comReviews 1,049

After booking reservations for a school trip with a dozen students hotels.com left us stranded and not only did not resolve the situation it created by making false claims in its website. We were actually insulted by the "support team" on the phone and ended up paying double the cost of our trip. The website is a scam and goes out of its way to leave you stranded. Save yourself $ and time. Call the hotel directly, tell them the rates you found on the site, and they will give you the same deal without the headaches.

We booked a hotel with Hotels.com on 3/23/19 and recieved the confirmation e-mail which stated we could cancel by 7/19/19 with 100% refund. Within the hour we cancelled and booked a different hotel which we liked better, also with Hotels.com. They cancelled the 1st reservation but would not refund the money and said we would have to take it up with the hotel, which does'nt even open till May 2019. After speaking with so called Supervisor Walter Blanco, he continued telling us that it was a non refundable deposit, despite us reading the e-mail directly to him... Walter Blanco should not even be a representative, let alone any type of supervisor. We called the credit card company and disputed the charge..

My daughter and I stayed an unsafe and dirty hotel. The room to smelled like weed, a hair pick was on the floor and the bathroom window was broken to where it does not close all the way.
We were only going to be in San Francisco for a short time so we decided just to deal with it. As we were sleeping we heard inappropriate sexual activity from the room above us. We then also heard people yelling, cursing and appearing to be under the influence of substances.
As we walked down the stairs in the morning, a man that appeared to be homeless and drugged out cat called my daughter and myself. There were also a bunch of people that again to appear to be homeless people and the police were on the premises as well.
When we came back to the hotel roughly around 9pm music started to blast, people were partying and the building was shaking from the loud base that was playing. My daughter and I felt extremely unsafe and was thinking to leave and just sleep at the airport however, we did not feel safe enough to leave our room. We left the hotel at 3:30 am and felt extremely unsafe the entire time.
I wouldn't be surprised if the hotel either gets money for housing the homeless or either just lets the homeless stay on the property. Either way, it was extremely unsafe for anyone let alone 2 females. I paid over 500.00 for this and can't believe Hotels.com could let people sleep in an at risk environment and took no responsibility. The would not refund my money nor appeared to care that 2 females were in a hotel that was dangerous and inappropriate.

I want to know what your company is going to do to make this situation right for my daughter and myself.

"You qualify for up to 50% off, we've selected even more of our discounts for you" this is the email I received from hotels.com
Lmao booked a room in Jackson MI. Had 2 flat pillows a springboard mattress from the 80's no toilet paper, filthy, missing pieces on shower handle, microwave burnt and melted on the inside without a glass rotating plate, random lamps with no outlets to plug them into. The list goes on. This is the only hotel I've ever felt the need to check for bed bugs which I did not find thankfully. The continental breakfast was so dirty and 3 days old we would not touch it, coffee was hot water with caramel coloring added to it and the list goes on. This hotel wasn't worth the discounted price.

Two bookings in a row the hotel gave away my room and I was downgraded. I contacted hotels.com and the customer service was awful. They kept pointing to a policy that wasn't written anywhere, and when I showed them every policy that WAS written they thanked me for pointing out the discrepancy, and still told me I should have known this unwritten policy. The customer service team ignored my specific request to not contact the hotels that night, which made it awkward when I was still at one hotel and they had already addressed the issue so were confused what I needed. Hotels.com did provide a credit to compensate for their poor service, but refused to pursue the matter with the hotels if I'm supposed to be in a king and I have two doubles (or two twins!), I need to be paid back for the difference in room price. Two terrible experiences in a row AND terrible customer service when I raise the issue? Hard pass, I won't be using hotels.com again.

We are booking a service-apartment suites in Toronto and paid in full upfront. It stated in hotels.com description it was a 24-hour check-in and that's one of the reason we booked it because our flight arrived 7AM. Suddenly we receive an email from the apartment 3 days prior to our reservation that the suites only available 3PM and we reply saying hotels.com wrote that it's a 24-hour check-in so we called hotels.com "costumer service". They said probably we ended up looking at a wrong website but we already took a screenshot of it before we made that call. After saying they will speak with the "supervisor" for quite sometime (10 minutes or so) the "customer service" challenged us to look at their website and I'll be damned, THEY CHANGE THE DESCRIPTION of the apartment suites! This is practically fraud to paying customer! Instead giving a solution, they change the description after we have paid in full and did not give us any solution at all! Beware and do not ever, I mean EVER booked with this tricky company called hotels.com!

So its my bday weekend my gf surprised me to go to toronto and we booked our hotel from hotels.com. Turns out they did false advertisement and said we had a studio suite when in reality it was a junior suite the hotel doesnt even have a studio suite... We called them to get a refund or something to accomodate us for their issue. They also charged us more then what the site said. They recommended a 50 dollar coupon for our next reservations which we will never be using this site again. So what has this resolved? Nothing. Absolutly horribble customer service and website. Do not use!

There are several vacation rental sites available for booking accommodation during your vacation. I've always used Booking.com and Agoda. But this time my friend has recommended to try Hotels.com. The reservation process was smooth until they suddenly charged my credit card for the total amount of the reservation almost immediately after booking. That was a FREE change/cancellation booking, and I was not ready for such immediate expenses. I've got used to Booking.com and Agoda policies not charging a client in advance.

Anyway, I talked to their Customer Support to verify that in case of cancellation, everything will be immediately refunded. Well, unfortunately, that was not the case. I've now cancelled one night from three that was booked originally and received back only a small fraction of the originally paid nightly rate. They explained that this happened because the night rate in the original reservation increased.

This is beyond my comprehension why an original booking should fluctuate in price. In fact, such FREE change/cancellation policy cancels the entire meaning of the FREE change/cancellation, simply because in case of any changes you'll ALWAYS be fined as prices only increase with time. At some point, for changing your reservation, you may even be charged if the NEW price of the total remaining nights in your modified reservation becomes higher than what you originally paid.

Arguing with them that this is an absurd, and the free change/cancellation means literally FREE, and the paid amount should be returned in full didn't help. I don't know which other underwater stones and hidden charges are there with Hotels.com, but for conclusion, my sincere advice is to stay away from them.

In general, I wouldn't recommend any other vacation rental site over Booking.com and Agoda. They proved effective, trustworthy and transparent with time.

So we booked 2 nights with Belcasa Family Suites & Lofts in Belgium. Arrived late, but hotel gave us late check in instructions. We came to the hotel, opened the safe to look for the room key... Nothing! Here we go, midnight, 2 crying kids, middle of nowhere... So we booked elsewhere, next day went back just to learn that this hotel is just a branch of some real estate office, and the keys are actually in a completely different location 3 miles away!

So young lady at the desk promised us a refund, when the manager "comes back". Well, you guessed it correctly, the manager did nothing, but calling us liars, said we are "not smart enough" and hung up on us at the end.
I contacted Hotels.com and they told me that unless owner "wants" to refund the amount, no one could, because Hotels.com gives credit card number directly to the hotel.
So your best bet is to do chargeback with credit card company.

Here we go. Vacations ruined, lost 300 USD, and have not even entered this hotel.

So basically, any crook of a hotel owner, can charge money for nothing with the help of Hotels.com and we as customers can not do nothing about it.

I am (was) a long-time user of hotels.com but I doubt I'll use the site again due to a recent, frustrating issue.

I recently had a nice stay in a hotel in a small, rural town in Haiti. I prepaid my room (using hotels.com) six months before arrival but, upon arrival, the hotel manager had no record of my payment or my hotels.com reservation (I even had a printout of my prepaid reservation with me). So I had to pay again in cash (I paid 80 U.S. dollars because the manager said the hotel did not accept credit cards). Getting a refund of my initial prepayment from hotels.com has been a huge disappointment. Hotels.com told me the hotel owner (not manager) told hotels.com that the $80 was for "meals". Yeah, right. Impossible. I had one meal at the hotel. One dinner. I paid 4000 Haitian gourdes ($5) for the dinner. This confusion could be due to a language barrier issue, deception, and/or the fact that the hotel owner wasn't on the premises when I was there (only a manager was). Back and forth emails with hotels.com have been frustrating. I had my credit card delete my initial charge. If you have a dispute with a merchant, always get assistance from your credit card company! I doubt I'll use hotels.com again when booking hotel rooms.

Made an error booking and somehow got hotel only when booking a package deal with flight and hotel to Cuba. Customer service couldn't help me at all! Spoke with 8 different people, supervisors and managers and they couldn't correct my error and wouldn't help me correct the problem. Said they cannot deal direct with any Cuban hotels so I would have to call them to try to sort out the situation myself. But of course this was at night so hotel was closed and still wouldn't help me get a flight. Horrible customer service ended up booking separate flight and transfers myself ended up paying double what I should have. Don't use Hotels.com!

I booked a so called hotel room in Hong Kong. It turned out to be a room in a run down shady apartment building.

The site said the rate was 922 HK dollars. I booked the room. I then checked my credit card statement and saw I was charged 248.79 US which is approx 130.00 more than what I should have been charged. Come to find out they charged my card in Israeli shekels, not HK dollars and claimed I made the mistake in choosing the wrong currency, and booked a non refundable room and refused to issue me a refund for the difference of what I was over charged.

Do not use them ever! Go directly to a hotel webpage to book hotel stays.

I booked the Mondrian Hotel in Miami and stayed for the weekend. At first everything seemed great. The night didn't begin until I checked out. The hotel over charged me and when I would call to get an explanation about my bill they would become aggressive and defensive. I decided to deal with hotels.com since the hotel was not any help. Their representatives were a lot more understanding, however, were clueless about the charges. They would attempt to call the hotel and come back and say the hotel will refund your money. I stayed at this hotel on 12/14/18 and I have yet to receive my refund. It was not until yesterday that I stayed on the phone with one of their representatives that I was able to get the hotel to admit that they over charged me. Not sure if I will get my money back and at the end of the day it is just money. The fact that I had to deal with this during Xmas time is what upsets me. Hotels.com needs to do a better job at explaining the extra charges that you will have to pay when you check out of the hotel and improve their customer service and knowledge about the hotels
They are dealing with.