Hotels.comReviews 1,049

My brother booked a hotel through hotels.com for the last night of his honeymoon. His wife ended up in the emergency room, so they cancelled the reservation 3 before reservation date. I called the hotel to help my brother while he and his wife were in the hospital and the hotel assured me that they would be refunded with no penalty, but that since they booked with hotels.com, that would be who gave us the refund. For 7 HOURS I called the hotel and hotels.com trying to get their refund. Hotels.com kept denying the refund saying the hotel was denying our refund, when multiple times by 2 different managers of the hotel, I was assured that they had no problem with the refund but that only hotels.com could award us the refund. For 7 hours and speaking to several managers of hotels.com, they kept denying it and blaming it on the hotel. The reservation was cancelled days in advance and the hotel told me multiple times they had no problem refunding. Hotels.com would not compromise a d kept saying "no the hotel must approve it and they won't", which was false since I was told many times that they would. So thanks to hotels.com and their poor ability to handle customer service, and incompetence in understanding facts given to me personally by the hotel managers, and absolute unsympathetic concern for the overall reason of the unpredictability of the cancellation, my brother was charged for the hotel stay while instead he was in the emergency room. Don't use hotels.com, because even if you cannot make it to the hotel because of an emergency or even death, you won't get your money back, EVEN IF you cancelled DAYS in advance and have Emergency Hospital paperwork to prove you could not be there. My whole family and I will no longer be using hotels.com EVER AGAIN. DO NOT USE HOTELS.COM!

Is there is a 0 star option? Hotels.com is the worst hotel booking site i ever tried. Please read it carefully, the idea of writing comments is to tell others what to expect when using hotels.com
Customer service letterly don't care about you, i booked a place for family vacation, the place was extremely horrible ( i will not go through the details but was really bad) no one can stay there for 1 night. Contacted them, reserved another place for a price of last moment reservation with hotel.com and not to mention the hassle... Now what next:
1. Hotels.com didn't help in any stage, it is my fault to select that place regardless that it is in thier website.
2. Hotels.com didnt offer a refund nor a discount for the alternative place that we book instead.
3. Hotels.com customer service dont carw about an open complain since 4 months and still on going. They have no follow up or helping attitude. Just me sending reminders which take me to the next point.
4. Every reminder you have to explain what is the complain about and for over 30 minutes checking history and facts... The result! We will do nothing thank you for contacting us!
5. If i was living in USA i would for sure i would take them for court, which i am still considering once i land there.

Bottom line, use booking.com the guys are really great and they are there once you need them.

I am really sorry for the long comment, but you all needed to hear this.

I purchased a hotel on a remote island in the Philippians with hotels.com, after flying from the other side of the world and having a wonderful 5 days vacation we took internal flight and a boat to reach the remote island, only to discover the property offered by hotels.com its abandon for over 3 months.
No electricity, no running water, we had to turn back, with the busy time of the holiday season and last minute reservation at another hotel we ended up spending a huge amount of money and time of our vacation, completely ruined our holiday because of what hotels.com bad services.
After that I contacted hotel.com explaining what happened, hotels.com only agreed to refund the reservation coasts and after long argument agreed to compensate me with the equivalent of about 70$, what about the flights money? Boat money? Lost time and ruin vacation? "there is nothing we can do to refund services you haven't booked from us".

I WILL RECOMMEND YOU TO STAY AWAY FROM THEIR SERVICES.

Booked a room in Phoenix through hotels.com.and I specifically asked for a smoking room. The guaranteed rate was for$115.00 per night, and the confirmation email that they sent me said the same thing. Total due was listed as $603.40. Imagine my shock and surprise when I checked in and was told that they had never offered smoking rooms, ever. So, I showed them my confirmation email and they did apologize but it was STILL non smoking. My next surprise was when I checked out. My room ended up costing me $760.00, instead of the quoted 603.00.
I have tried to speak with a real person and at least share my thoughts and opinions but I have been unable to reach anyone. No response to my email either. Stay AWAY from this company!

On Hotels.com my hotel said "book now $115" so I did. Then in the confirmation email I received separately it said that fees and taxes added another $148. In other words the rate jumped by 137% instead of the 10-20% taxes would normally add. But to make matters worse there was also $117.50 "cleaning fee" that would be charged (what next, an "oxygen fee" or "toilet paper fee"?). I have never in my life seen a hotel charge a cleaning fee that was more than the supposed room rate. All of sudden the $115 plus taxes I though I was paying had become $380 - more than triple! The ethical and non-tricky thing to do would be to list the hotel as $300 plus taxes. In which case I would never have booked it. Unlike some other booking sites Hotels.com wants to take 30% even if you cancel days ahead of time. On this occasion I was not penalized as I contacted them within 30 minutes of making the booking but it still took time to get the full refund. I then went to a different booking website and booked a different hotel, and on that website it actually said the room rate of "XX was not including taxes and hotel fees of XX". This was much more transparent and is why I would not use Hotels.com again.

I booked a room in June for a trip in December. I am taking my husband and parents to a football game for Christmas. The hotel I booked is in walking distance to the stadium. There was an undecided meeting on my work calendar for that Friday, but I booked the hotel and chose the more expensive option to, and I quote, "cancel or change your booking up until your stay". The meeting was confirmed yesterday (November 18), so I called this morning to change my stay to just Saturday night instead of Friday. I WAS TOLD THEY COULD NOT DO THIS. Let me say that again, I just wanted to CANCEL a day of my reservation, and despite having reserved with the additional cost for just such an occurrence, they told me they couldn't honor their claim. The excuse they gave was that they would have to cancel my entire reservation and the hotel was booked so they couldn't book me a new room. I asked to be transferred to a manager and he told me he would not transfer me, but he would give me an email. We all know how that goes, so I said, please sir, transfer me to a person who can help me. To which he responded he didn't have time to be on the phone with me all day and then promptly hung up. I called back and got another person with the same answer, but they were at least willing to call the hotel. The hotel didn't answer and so I am left here contemplating my options. Pay for a room I don't need at a higher rate because I was told I could cancel it if I didn't need it, or keep calling and getting the same excuse until someone does the right thing. Either way, I will no longer be using this website, how that isn't unlawful advertising is beyond me.

Have used Hotels.com many times for personal and business and have not had any major issues with them up until today. They have lost a repeat and loyal customer for not only refusing to honor two free nights that expired on October 29th but for the lack of any compensation at all. They said they would help create a new personal account to start earning rewards again but there was absolutely nothing they could do to make up for the lost nights even though I did not know they expired. They tried to tell me they were improving their rewards system for future customers but did absolutely nothing to help their current (now former customer)

In the hospitality line of work I would expect a little more than an apology.

In the past have used hotels.com with good results. Not anymore. Long story short, booked reservation for June 2019 and it stated "cancellation policy" which was very misleading. Need to cancel hotels because of change in travel plans and found out that even though I am 7 months out it cannot be cancelled. The less expensive room said "no cancellations" but for a higher price just said cancellation policy. I am now charged one night and no one in customer service or the corporate office will assist with this. Out over 1,000 euros. Never again. BEWARE!

Recently, I had a poor customer service experience with Hotels.com. We booked a trip to New York and received a confirmation cost quote for $1554. We went on our trip and ended up having to leave 1 day early. We went to the desk to explain the situation and the check-out customer service rep stated it will be no problem. She said we normally have a no refund policy, but we will be able to waive this. We were given a receipt stating we were charged 1354 for our stay. A week later, I checked my account, and I was charged 1669. I called Hotels.com and they said there is nothing they could do since no refund policy and stated that some additional charges were resort fees. I asked why that would not be in our price quote as it is inaccurately portraying the cost of the hotel. I asked them to talk to the hotel again and share the information provided and the receipt we got. They stated there is nothing we can do. I was very disappointed in the lack of care they took with our situation and getting 3 different price confirmations throughout this process. Very disappointed and will never use them again.

Went on there web site and booked a room in Rome, Italy. The San Giorgio hotel 238.00$
Having had a problem with hotels.com before I decided to make sure I really had a room this time. I called hotels.com and asked for a confirmation number for the hotel not the confirmation number for hotels.com.
So the hotel.com agent said she would call the hotel in Rome so after holding she said yep your set just give the hotel your id and that's it. I said no I want a confirmation number so I asked for the number she just called well guess what that number didn't work. So the next day I look up the number for the hotel and call them. So guess what I don't have a room they are overbooked and said then sent hotels.com an email. But they will set me up in another hotel down the street. Which turned out to be miles down the road. So I went onto hotels.com web site and the room was 57.00$. I call hotels.com
First the person I talked to lied to me so never called the San Giorgio. Then the room you want to put me in is 57.00 $!
Oh no said the man on the phone I assure you the hotel is the same price. I said " I'm on your web site 57.00 a night and I paid 238
Well we are offering you a free ride to the port. Really?. Dealing with hotels.com
Is a nightmare. Never never again.
Oh almost forgot 13 other people went to the San Giorgio only to find out they didn't have a room. Bait and switch between hotels.com and San Giorgio hotel!

I erroneously double booked a night on Hotels.com. I was staying a full 9 nights but since I had gift cards I had to book individual reservations as there was no option to apply all to one 9 day reservation. In inadvertently booked one wrong night and when asked them to refund me that one night they blamed the hotel who would not return the one night. When I reached out to the hotel, they said it was Hotels.com's decision. Very bad site. Customer service lied to me blaming hotel. Bad business!

During a recent stay in Chicago needed to add 1 night and found a good (not great) deal on hotels.com. Been a member since 2014 so what could go wrong. Well, on return home I found that the hotel had charged me extra for cleaning almost as much as the hotel room. Customer service just referred to the fine print and I referred them to the delete button. Have cancelled my membership and will not use them again. CRAP customer service and no interest in helping at all. NP lots of other alternatives

Booked a flight through Hotels.com, the airline canceled it the next day so last minute I booked directly with the airlines, thank God there was still a flight available. The problem is Hotels.com already charged my card and took my money. Spent over 3 hours on the phone trying to get a refund to be told it will take 8-12 weeks to get my money back, that the airlines has to send it, even tho my card says it was paid to Hotels.com. Asked for a supervisor or someone who could explain this a little better why it's going to take so long and there was not one available. I called the airline and found out the reason they canceled it was because they hadn't received funds for the flight. I called them back and told them and they said it doesn't matter because it's their policy. So in the mean time, I've had to pay for the same flight 2 times, and until they decide to refund the money I'll be paying interest on charges for a flight that was canceled. I WILL NEVER USE THEM AGAIN!

I've got a notification on a vacation that is not registered in my hotels.com account just 3 days before it starts overseas.

When searching for the reservation number in hotels.com its not even recognized and yet hotels.com had me pay 800 euros cancellation fee!

They claimed that I ordered the vacation half a year ago and probably because I had been idle during the order, it was not linked to my account.
Endless calls and emails with their customer support didn't help me in having them acknowledge any responsibility for my expenses.

Needless to say, I would not use their service again.

I booked a townhome for 2 nights thru Hotels.com for $452.00 with ACO-Encore Resort in Kissimmee FL from Sept 14-16,2018. Upon arrival, I find out by the guard at the gate that there isn't a check-in office and I would have to deal with ACO before gaining entry onto the property. I received the rental contract from ACO which states the in order to validate the rental, I would have to email them a copy of my drivers license and CREDIT CARD. I refused to email a copy of my credit card and called Hotels.com customer service twice, both times I was told by a representative and a supervisor that nothing could be done about it and I was going to lose my entire rental fee. I was forced to find other accommodations during hurricane Florence evacuations.

I wasn't told prior to booking the property that there isn't a check-in office and would have to email my credit card to a stranger. Furthermore, i wasn't given a solution or any alternative by Hotels.com