Hotels.comReviews 1,049

I have been a loyal user of Hotels.com for nearly 8 years. My traveling includes business and personal/holiday travels.

Today I found out that the Rewards points I have acquired over the past year were erased and done so without warning of any kind.

Since Hotels.com merged with Expedia and Vrbo and is a part of OneKey, they've now decided not to honor the rewards points if you don't use them all within one year. That in of itself isn't the issue, though it deviates from the way it used to be and is extremely disappointing. The issue is they didn't even send an email telling me these points would be expiring. And nothing on the site or the app states that the points will expire if you don't use them within a certain amount of time.

Then add to that the fact it took over 1 hour on the "Chat" to get assistance from customer service. And I was dropped midway through by 4 agents before finally getting an unsatisfactory answer. I had to do a google search to find the phone number to call and though the agents on the phone were respectful, there response was - the points are gone and there's nothing more to it.

That is a Great way to lose a long-term and repeating customer. And that's what they've done - I'll be going to the competition.

Made a reservation that clearly stated pay at property. Was charged before. Hotel was nasty and hotels.com was no help in getting refund. Picture is of bathroom at Quality Inn…this was after they "cleaned" it because I complained.

I was a very active Gold Hotels.com member and always used the site to book all accommodation. I have logged in today and can see that my free night to the value of 545.70 USD which I had under Hotels.com has been converted to a credit of 9.39 USD and I am a Blue tier on One Key. How on earth is this a good start to a new relationship!

I used to like hotels.com and I used it for booking all of my hotels. Now that they switched to onekey cash and erased all of my stamps, my rewards value says $0 and I can no longer use my rewards. They claim to have better pricing but it's not any less expensive than before and the value of the rewards is pathetic. I wouldn't use them anymore.

Hotels.com was always a go to spot for inexpensive/crappy hotel rooms, but the website was clunky and unreliable. What I liked was I would get a free crappy hotel room. Now that they have taken that away the app is worthless and I deleted it.

Booked a room at Quality Inn Wilson NC. Room was dirty grungy smelly. It may have been the worst hotel room I have ever stepped in. My wife and I took 3 steps in and 3 steps out. I went to front desk- and young lady understood my concerns (I assume I was not the first to ask for a refund). She assured me of a full refund since I was only in the room a full 30 seconds. I was charged $111. Showed up on my AmEx card. I disputed the charge- showed my receipt to Am Ex. Said my rate was non refundable. Okay- I got screwed. Not the first tme in my life- probably not the last. If Hotels.Com showed the true pictures of the rooms I would understand. If they put in bold letters- this rate in NON REFUNDABLE-I would understand. And try to to talk or even email a person. I dare you to find a find phone number for these folks If you can you are a better sleuth than myself!

The worst service ever especially towards people with disability. Hotels.com stands by the hotel whether the service received was good or bad. I will never use their service again.

Called all three support phone lines and the results are all ended abruptly without getting a live person's help at all.

I've been using Hotels.com now for many years to find great deals on hotels. The system is easy to use, provides detailed information on each hotel, and generally finds the best deals I've seen from any other online booking site. I've never had an issue with my bookings. I've been able to change bookings without any hassle whatsoever. Not sure why the negative reviews here, but I've not had any bad experience using this service. I will say that I am not happy with the recent change to OneKey rewards program. Previously, you only needed to book 10 nights and then you'd receive one free night at the average cost you paid for those previous 10 nights. I just returned from a trip that was 10 days at an average of $175/night, and I have "OneKey cash" worth $40. It's really bad.

I had been a long time customer of Hotels.com. They had a rewards program where you earned a free night for every ten nights booked. Then, their site changed, making their map search functionality a pain in the *ss to use, and then finally, they changed their rewards program to now where you just get pennies on the dollar for your bookings. Worthless. Just using Google now!

Tears came to my eyes when I witnessed the outright commercialization of a beautiful historic site. If you enjoy endless car traffic with pollution, hundreds of thousands of people on the small sidewalks at all times and endless noise, then this place is for you. It's as if Las Vegas crashed into a tacky amusement park. The so-called children's attractions lean toward the macabre with many of them featuring horror themes. Good luck with your kids nightmares. The skywheel is the only decent attraction. It cost us about $150+ a day for 2 to have breakfast and dinner. I'm talking pizza or burgers. Bring lots of money if you go because it's not simply Canadian taxes. It's outrageous prices. This once beautiful city has been trashed.

I have been a member of Hotels.com for many years and it seems that their services are becoming less and less useful. My main complaint is that they have fewer listings in my area. Small motels that I have booked for years are no longer listed on the site. This was happening before the pandemic. Perhaps they are leaving because of poor support service from Hotels.com. I am also not happy with the new OneKeyCash reward program now that they have joined with Expedia. They used to provide a free night which represented the average value of the last 10 bookings. Simply put, that is a 10% savings. That has now changed to a 5% savings. Perhaps they thought we wouldn't notice because of how it was presented. Yes, they include the benefits of savings on Car Rentals and Airline bookings, but I never rent cars and rarely book flights. So they've forced me to look at other discount programs often provided directly by hotel chains or just skip discounts altogether.

I haven't seen any decent prices so far, they charge alot for a sorry hotel, they also are not accurate

I had booked on the website. I called and used chat to cancel 4 days before to cancel. They could not find my reservation. I was never sent a confirmation number. The night rolled around and I was charged for the nights stay.
I had a ref # from the Hotel.com rep 4 days before the trip discussing the lack of a reservation.
AGAIN I tried them after they billed me and somehow that ref# is nowhere to be found.
The following chats and calls went on for hours. They are not willing to be helpful and offered no recourse to resolve the problem. They want you to take it up with the hotel itself. WHY WOULD I DO THAT?
I booked through their site. My only recourse is to dispute through VISA

STAY AWAY. Use expedia or something more reputable.
Side note... Call center is def not in North America.

I am a Canadian and Im honest as the day is long and this is all truthful to the T.

Due to a serious breakdown in my vehicle I was not able to make the reservation at a hotel and I tried to cancel within 1 hour of making the reservation. They told me it was up to the hotels discretion. The hotel tells me it's up to their discretion. Lo and behold I was not able to go on my trip. I have to buy a new vehicle. And they still charged me! Do not do business with any company or individuals that hate America and hate americans! Traditionally in this country you do not pay for something you do not get.

We just booked and stayed for eight nights in July and had NO IDEA until I checked my account today to make sure all my "moons" were on my acct, finding out after calling customer service to find that I will only receive 2 WHOLE DOLLARS for each of my $100 room nights! OUTRAGIOUS! We sure are done with Hotels.com!

Hotels.com is literally the worst website you could go on to get rooms. I booked a room two weeks ahead of time I tried to cancel it they don't even get back to me they take your money and they run horrible company to deal with. Stay away don't learn the hard way like I did.

We booked a 2 night stay at Padre South Hotel which we found on hotels.com. We also purchased "Booking Protection". The website makes the hotel look pretty good; however it was NOT at all. It was awful with mold, rust, stains, dirty cups, a wet AC vent making a wet spot in the carpet, the whole place smelled like stale cigarette smoke... We had severe allergic reactions and had to leave a few hours after checking in. We stayed 0 nights. The hotel said I had to speak to Hotels.com about a refund, since we booked with them. Hotels.com comes back and says the hotel has to approve the refund and that they would reach out to the hotel about it. The hotel denied the refund. Hotels.com could do nothing but apologize. There was no protection for this sort of thing, the booking insurance was a scam. After another attempt I was able to get a refund for 1 night... Even though we stayed none.

I purchased through Hotels.com trusting their hotel information and thinking I had some level of protection in case of illness or if things weren't as they seem. Hotels.com cares nothing about its customers and seems to aid in the hotels scamming them. I'm disputing this with my credit card company.