Hotels.comReviews 1,049

I booked a room through this service and the room was infested with roaches. When I called to report the conditions of the room at the Laketown Wharf Rn 731, the representative extended no help in getting me somewhere else to stay. I was six hours away from home and had already paid for these accommodations prior to check in. After several calls they agreed to refund me half my stay which was 1 night. Also after complaining to the hotel itself they apologized because they couldn't send a pest control service out they refunded the other half of the stay which was not refunded to me they sent it to hotels.com and they refuse to refund me. When asked to speak to someone at corporate office they stated they don't receive phone calls. I will never use this service again. So please BEWARE BECAUSE THEY SEND YOU TO PLACES THEY HAVEN'T LAID EYES ON. ROACH INFESTED ROOM.

I saw a rate of $108 on hotels.com and a rate of $96 on the original hotel website. I typically would have just booked through the hotel, however, I had a gift card so I read the price guarantee and everything looked perfect. I was declined once asking for more information and they also the hotel website was now higher. I went back to the hotel website took another screenshot and gave another link for the reservation and the price was still $96. There was also a lower price for a different room which was $88. That was the only prices on the website. They again came back saying it was denied and the price reflected higher on the hotel website. Which I think is funny that they ask me what the price shows on the website but they don't tell what the higher price they saw on the website. I feel the price guarantee is a complete LIE.

Before the days of Airbnb, hotels.com was my go to. I was always able to find a great deal and easily book online. Now the "special rates" and "discounted rooms" are more expensive than reserving through the hotel directly. There is a document in my room stating the fee for this room which was 30$ less than the "discounted" price I paid on hotels.com. Extra fees are hidden throughout, and customer service is horrible! I will never use hotels.com again, and I strongly encourage everyone else to avoid them!

I made a reservation for 3 nights at a great price, but when my plans changed and I had to change the reservation to 1 of the nights instead of all 3 nights, suddenly my reservation cost $50 more and I was downgraded to a different room.
I was so irritated that I looked up a competitor website and was able to find the original room at the original price at the exact same hotel that I had booked through hotels.com
Yes, I was able to easily change my reservation, but there's simply no reason for the nightly room rate to suddenly go up $50, along with a downgraded room.

Buy a package of hotel and airplane tickets ALL INCLUSIVE for mexico, after buying it, confirm it before traveling through their customers telephone line of hotels.com, I confirm with them that my package was all inclusive as I had bought it, when arriving at the hotel in I was told that I did not have anything included, just room, I had to spend a lot of money not planned and my time of 3 days of family vacation to call them several times, they promised to investigate and solve my problem every time I called, I have already talked to 4 agents and 3 supervisors and nobody helps me or solves ANYTHING, they ruined my vacations and now they do not even give answers, they offer you wonderful offers that are then FRAUD and ruin what your vacations are, DO NOT buy packages with them they are a FRAUD and they will damage your vacations

Never use hotels.com, they will show a great price then after booking you'll see a higher price charged to credit card then get to hotel and find the hotel is charging extra fees as well, and it's too late to do anything.

I was so disappointed in hotels.com. I've been using them exclusively for a few years now. Went to modify my current reservation and the clerk did not tell me that my new reservation would cost a lot more than my current reservation. In hindsight it seemed like the clerk wanted to tell me that I should keep what I already had but was not allowed. Ended up costing me 30 percent more for three days less of hotel rooms. If only she had my best interests at heart rather than hotels.com best interests. I will avoid them in future.

I have used this company for over 6 months now, and it is now coming to an end. I have spent thousands and thousands of dollars in their so called "rewards" program. They constantly are manipulating the prices of the accommodations based on how full the hotel is. You can't plan a budget like this or allocate your money because one day the room could be $60 and the next double that price due to price manipulation! It is a scam, and I have written many reviews about the shoddy properties they advertise on their site. I have found Hotels.com routinely not posting my negative reviews and hiding them to prop up the hotels they advertise in order for the hotel to keep making money and them too bilking the customer and leading them on. THIS IS OUTRIGHT DISHONESTY AND SILENCING THE VOICES OF THOSE TAKEN ADVANTAGE OF! What is the purpose of a review if Hotels.com is going to hide something negative about their properties? I have complained and complained and complained, and at this point, it is over. They will not get my money anymore. I am going to file a major complaint with the Secretary of State in Washington in the United States where they are based out of to get these people investigated and shut down. This is using dishonest tactics to take millions of dollars from the public while using 3rd world people who answer their phones paying them pennies on the dollar for labor to do it.

The hotel was nice enough to pick us up at the airport. However, now they say they have no reservation. Called hotels.com, they say that it must have been that my credit card didn't go through that the reservation was dropped. Hotels.com NEVER contacted me to say there was a problem. But I have the paper saying my room was confirmed and I would pay cash at the hotel. Now we are searching around at 10:45pm in a foreign country to find somewhere to stay at the very last minute. I will never use Hotels.com again.

My wife and I made a reservation on hotels.com for the Alfred Hotel earlier this month in Nashville. I was told the price for the room was $174, which was a bargain for downtown Nashville. My credit card was charged an additional $115 when all was said and done. Turns out, in the fine print, at the bottom of my reservation, in very small type, was a line that said this hotel charges at $115 cleaning fee. When I contacted hotels.com, they said the cleaning fee was in the reservation and I should have known. I'll know next time -- never book with hotels.com

Ive been using Hotels.com since 2014. Ive just been reading the reviews on this site. I have never had a single problem with Hotels.com. Theyve given me vouchers when a hotel Ive stayed in had their pool out of order, the main reason I chose the hotel. Ive never had any issues with a single reservation. Im going to Europe in 2018. Ive booked 35 hotel room nights through them.

I also like that you get a free night for every 10 nights.

Dont ever book with hotels.com! I paid for a room for my parents to stay at a hotel. They got to the hotel and were told the confirmation number worked. Once they were going to leave the hotel they front desk clerk told them hotels.com never sent over any funds so they charged my mom. The hotel was $50 cheaper than what I paid on the site. Hotels.com decided to refund the fee that my mom paid the lower rate which they say should go back in 10 days. I would never use this company again Ive never had this happen with any agency. Imagine if it was a trip to Europe where the charge could of been over 1k.

Book a room through their site, received a confirmation and everything. Sad thing is, when I got to the hotel, there was no such reservation thus I called them to clear things up. Only thing I get from the Hotels.com representative is that they can't get in touch with the hotel I booked thus they can't do anything. Ended up getting scammed with the $195 reservation fee and an additional $450 reservation fee when I booked another room with the hotel on the spot. Absolute pathetic company; irresponsible and an absolute scam.

Can I give it 0 stars?! I made a reservation 2 weeks ago for a room in rochester, ny. Today I received an email telling me that the hotel overbooked so I have no reservation. Called the hotels.com # (in the philippines) and got absolutely NO satisfaction. I called corporate headquarters in Dallas and after selecting speak to an operator the phone rang perhaps 30 times with no response. I have had poor customer service before but this is the absolute worst I have ever experienced. DO NOT USE HOTELS.COM. IT IS A SCAM!

I have to say I'm honestly shocked by what others have posted about Hotels.com! I've had nothing but GREAT experiences with them. I've booked several times. I reserved 5 rooms for a weekend trip with my scout troop. I reserved a total of 12 nights in Italy in 5 different hotels. Twice I booked one-night stays. I've had to cancel other rooms too.

The rooms are always what I booked and paid for online. I never have an issue checking in. Cancellations are always refunded within a few days. The policies are all spelled out for those who care to actually read what they're purchasing. They have the best prices. The property reviews are very helpful. It's easy to message the properties thru the website to ask questions or confirm details about reservations.

Now I always use them. I have current bookings for FL, TN, Amsterdam and Basel!

I had a reservation through Hotels.com for seven nights at a hotel, which I went to cancel a day in advance. I found another place to stay that was free. The total amount of the stay was over $1,500.

The hotel has a policy, which was (to be fair) stated in a couple lines in the rather complicated Hotels.com reservation system, that all reservations are (a) paid in advance and (b) absolutely non-refundable. I didn't have to check off an option that says "I understand that this is a completely non-refundable reservation." Considering that $1500 was completely non-refundable, this is obviously an important detail to confirm. Unfortunately, it was a $1500 mistake that I didn't notice these two lines.

Not even the second through seventh nights were refunded by either Hotels.com or the hotel after I canceled, 24 hours in advance. Both absolutely refused.

I'll never user Hotels.com again. They should (a) never make deals with hotels that have such ridiculous policies, or if they must, then (b) have an explicit check-box item for the utterly unreasonable policy ("If you trying making a reservation at this hotel now, you will be paying $1500 now, and you're not getting it back, not even part of it, and not even if you cancel 24 hours in advance; it is completely non-refundable").

Our room was to be 2 queens. Got one queen and a pullout - bed unmade at 3pm on our check-in day. Topsheet and comforter on floor. Used tissue wads, razor on sink. Soda bottle. Stench of cigarette smoke (non-smoking room booked). Awful check-in desk experience. Clerk being dressed-down via loudspeaker by his manager for being on the phone too long. You will sign your initials no less than a dozen times on 3 sheets of waivers for a one-night stay. Cigarette butts strewn outside office. Line of customers - one didn't have enough toilet paper.

1st and last time I will be using this site. I cancelled a hotel 2 days before the reservation, well in compliance with the cancellation policy--and I was still charged for 1 night. I have been given the run around by 2 agents, and decided to call the hotel myself. They said that they did not get any cancellation notifications but I have all the email confirmations. The hotel said that I had a room assigned and it looked like someone stayed there, um, no ma'am they did not. Although everyone has been nice and courteous, blaming each other does not get my money back. And I have all the proof I need to get a refund. I really do not want to file fraud charges on this company but it seems to be a running theme that they lack effective and efficient communication.