Hotels.comReviews 1,049

I was just in the phone with hotels.com for 2 hours trying to get a price match as per their "price match guarantee". I was passed on to agent after agent veering around the bush trying every excuse to not honour their guarantee. Anything from "sorry but we don't think that hotel exists" to we can't find the address, and if we can't find the address we can't guarantee its the same hotel" I literally had to navigate them step by step over the phone to get them to the page with the price we were trying to get them to match. As soon as they saw that we were right they had another genius excuse why they couldn't match. And it wasn't even a $20 or $30 difference. It was a difference of $120 that we were entitled to. Bottom line it was pure false advertising and we were told they could not price match because they couldn't find the hotel online and the address was non existent. Funny how a hotel booking website can't find a hotel online which by the way they advertise on their own website. What a joke! I will never use them again!

! DO NOT USE THEM!

I have spent nearly 2 months now trying to argue a case with hotels.com who have unfortunately been terrible to communicate with. Here's what happened...

On 02/09/17 I received an email from hotels.com to inform me that I had an upcoming reservation for a resort in Thailand. I called them on 03/09/17 to say that I had no knowledge of this booking, in the expectation that it would be cancelled. I was then told that they would need to speak to the hotel directly and see if THEY were willing to cancel it as they have a 14 day cancellation period (which I was now within as the booking was for the 06/09/17). They contacted the hotel and the next day I had to call up again to get this information and I therefore told them to cancel the booking otherwise the hotel would take the full amount from my credit card. I have since tried to call and email both the hotel (who refuse to waive their cancellation fee) and hotels.com to get this sorted, neither of which are accepting liability.

Whenever, I have tried to explain this, they have not understood and it has been so hard to get any sort of solution with them. When I asked them for a confirmation email that I had made this booking (which they claim was in Jan 2017) they said that they do not have it and were not able to send it to me (lack of evidence). The argument is that when I checked my hotels.com account in mid august - this booking WAS NOT showing on my account (I have screenshots to prove this), so where did it suddenly appear from. They offered a £250 reward at this point onto my account despite the charge being for £856. When I raised this, they said that this was the most they could offer. They can keep their £250 as I will fight this until the end and I am not out of pocket for their mistake!

Booked 3 nights at upscale hotel. Had to change reservation to 2 nights. Called hotel.com and they did the change, saying "no problem". Looked on my amex card and discovered $600 penalty for change. They never told me about any penalty. I called to complain and after 2 supervisors told me they can't do anything they gave me 2 $250. Credits. I did not want credit (on their site only) just correction. 1 hour later no change. This company is not user friendly and never volunteer any penalties. Never use this site. RIP-OFF

I submitted a review for Hampton Inn at Atlanta Airport because I was not happy with their service. I had a trip planned to Anguilla, with a layover in Atlanta. The hurricane devastated Angilla, so I could not travel there. I had airfare and 2 hotels, all non- refundable. However, the airline, Delta and the hotel, Marriott in San Juan, both refunded anyway, I assume out of goodwill. I was stuck paying for Hampton Inn, unable to stay there. That is why I was unhappy - it was relative to other companies in the travel industry that were willing to make a concession whereas Hampton Inn was not. That is all I said in my review. Hotels.com said

"Thanks for your review of Hampton Inn & Suites Atlanta Airport North I-85. Unfortunately, we can't accept it because it goes against one or more of our submission guidelines. We can't post your review if it includes:

Specific prices

Personal insults or profanity

Any personal details

Commercial website addresses or phone numbers"

As you can see, my post contained none of the above. I can only draw the conclusion that they are hiding bad reviews of their top clients.

So, you can't trust their reviews because they are incomplete and censored.

I have used Hotels.com 5 times without issue. Then I had one issue that I needed to change a reservation due to incredibly rude staff at a hotel in Nashville, TN. I called as instructed below.

"Changes to this booking can only be made by phone. Our Customer Service team is on hand to help you. Please call *******357."

This leads you to push number options that lead you to absolutely nowhere. I will never use Hotels.com again.

1 star is TOO many! I will never use hotels.com again. We arrived at our reservation only to be informed that hotels.com regularly overbooks (this hotel) And ignored their request to discontinue selling rooms for this weekend (large college homecoming nearby) because they were full.
After finding the only room available in the next town over, we ended up spending more than twice the original hotels rate for sub-par 'accommodations' - breakfast was not included.
Unfortunately the hassle created by hotels.com forced our planned leisure time to become a rush and late arrival to our event.

I made a reservation for a stay 3 weeks in advance in Chicago at the River Hotel through Hotels.com 15 minutes later I found out that I had to depart Chicago a day earlier, so I asked Hotels.com to reduce my reservation by that last night. Hotels.com would not make that change without me paying a penalty equivalent to the full 4 night stay. Alvin was the supervisor that I ended up hearing "no" from, so I asked him one last time if his final word was he wouldn't do a damn thing to help me. Then I got a warning against using profanity. Never EVER again will I even consider using Hotels.com

I booked a total of 8 nights via the company website thinking that I would get credit(s) for night stayed but when I inquired getting stay credit the company stated I was not elegible for credits on dates stay even though they were less than a week old. The CS rep said "basically said it was my fault for not enrolling in their rewords program properly". I feel my request such as this is reasonable because it is based upon accurate data and booked via their websites which is not all that clear. I feel that even though Hotels.com ackowledge stay credit but tossed up a set of hidden policies ralther than issue a stay credit.
I will no longer be using HOTELS.COM (aka HOSTEL.COM or HOSTILE.COM) for personal or business because of this simple issues. Upon review I found their prices to to be a liitle higher than competition. So do your research and book your dates via a different travel service.
HAPPY TRAILS HO-TELS (or No-Tellings how you treat customers after the sale) I am taking my business elsewhere and so should you

My husband and I went to California from Washington State. We booked our first two nights in different cities with Hotel.com and had no problems. However, for our last night, we had to call them to book a hotel, as we did not have access to the internet and did not want to download their app on our phones. The gentlemen on the phone found a room for us at a location we desired. After speaking with them and getting the room booked and confirmation provided, we hit the road to make our way to the hotel, which was 1 hour to 1 1/2 hours away. Just as we got on the freeway, we received a call from the hotel stating that they did not have any rooms available. We ended up calling the hotel we stayed with on way to California, and they said they would have a room us. We then called Hotels.com to make sure they would not be charging our card for this room as they did not have any. The gentlemen started off blaming the hotel for not updating this information with them. We told them not to charge our card and to refund the money, which he stated would take 5-7 days. We found this be to unacceptable since there was no room we were being charged for. Anytime during our conversation with them, when we asked a question as to why happened, he would just ignore the question and ask if they could do anything else for us. I have used them in the past with no problems, but when they ignore your questions and keep blaming the other guy, we will not use again and would not recommend booking hotels through them.

I placed a reservation that I drove to after 11 hours... For a double bed NON SMOKING room. When I arrived to the hotel they were completely booked with only smoking rooms. There was nothing the hotel could do but just apologize. I tried to make it with the room provided and couldn't take it anymore. I drove around for another hour and a half to 2 hours looking for another available hotel. Completely inconvenient for a traveler. The last thing you need is to get to your destination after long travels and have your reservation messed up...
Not happy at all!

They always give me the room I want and staff is very nice. I come and stay here a couple times a month and I ask for room 144 and I always get what I want for a good price and good service.

After booking 13 or 14 rooms through hotels.com I had earned a free stay. When I went to redeem it they said it had expired and there was no way to get it back. I understand rules but my son was in an automobile accident that left him paralyzed which is why I was unable to travel for a year. I emailed their customer service and told them my situation and that I am able to travel again. I wanted to use their service to book another two rooms and asked if they could credit my free room back to my account also and they will not. I figured after the loyalty I have shown them in the past through my consistant business that they could honor the rewards I had earned. I guess I was mistaken and will be taking my business elsewhere.

After I found a site with a cheaper price and the agent finally agreeing, but telling me they would have to charge there full price and then credit me the difference. After days went by no credit I called and put on hold for extended period of time. Agent then told me they will have to review my taped phone call... on hold again for an extended period. When she came back we then got disconnected. Called back, had to go through the whole speech again with a manager, and she argued we weren't comparing the same room which was totally wrong. She wanted nothing to do with reviewing the original taped phone call. They refused to match the price because it totalled a $ 600.00 difference. Will never deal with them ever again... manager was totally rude and could care less when I said I was cancelling my membership. I would never book with them ever again even if there was a better deal on there site. I will pay more some where else. Terrible, Terrible company.