Hotels.comReviews 1,049

We made our reservations in May - got confirmation of reservation and payment in full. When we arrived to our destination (via plane) - we were told there was no reservation for us. We called Hotels.com - who hung up on us, as well as the hotel manager, a number of times. The city was fully booked due to the total eclipse - and there was virtually nothing available. We traveled with friends as well - and were sharing one rental car. After 3 hours on the phone - we had to go to a "lesser" hotel - away from our friends - this was out of sheer desperation. It was an exasperating, exhausting, and terrible experience.

They screwed up resverations 3 months ago. Because of it they owed us a credit. Arranged a resveration in Van Horn Texas crossing the country through them. Arrived after 13 hour drive. Even though Hotels.com sent us a confirmation days before of our booking, no such message was ever sent to the Hampton Inn we stayed at. Calling Hotel.com customer service number was a cluster... Only got a room due to manager at Hampton Inn, Vanessa!
Avoid Hotel.com!
Do not trust these people for anything. Poorly trained and not accountable. A MESS!

Rodeway Inn, Fife Washington, 6/25/17, booked via Hotels.com, was a terrible property: a "shots fired" report to the front desk as I checked in, trash cans overflowing, the room in very poor condition with no carpet, not repaired or updated in many years. There was a used band-aid stuck to the underside of the quilt, and no towels at all. I complained to both Hotels.com and Rodeway and requested a refund, since I received nowhere near the product I thought I had contracted for. The best response I got was regret that "they failed to exceed my expectations". Hotels.com seems to come up first on any Google search, but I make sure to avoid them, as well as Rodeway. Both brands previously represented an acceptable level of quality, but if the Fife Rodeway and the response to my complaint is any example, I will not patronize either.

I BOOKED A ROOM WITH HOTELS.COM FOR 4 NIGHTS. THE BOOKING WAS A PIECE OF CAKE... BUT THE ROOM WE GOT WAS TERRIBLE. I HAPPENED TO DROP AN EARRING ON THE FLOOR AND IT ROLLED UNDER THE BED, THANK GOD IT DID. WHEN I WENT TO RETRIEVE IT I WAS SO DISGUSTED TO SEE WEEKS OF DUST AND DIRT THAT IT MADE MY SKIN CRAWL. REPORTED IT TO THE MANAGER AND WITH AN ANGERED LOOK ON HER FACE SHE SAID SHE WOULD TAKE CARE OF IT. IT WAS CLEAN WHEN WE GOT BACK TO THE ROOM, BUT THEN AS WE WERE TURNING IN FOR THE NIGHT I WENT TO GET UNDER THE SHEET AND TO MY HORROR THERE WAS SAND IN THE BED. I AM SO THANKFUL WE ALWAYS CARRY BLANKETS WITH US SO WE SLEPT ON TOP OF THEM. WITH A CHARGE OF OVER $600.00 YOU THINK YOU WOULD HAVE A DECENT ROOM. DO NOT STAY THERE. SHAME ON YOU HOTELS.COM YOU REALLY NEED TO CHECK OUT YOUR PROPERTIES

I booked 3 rooms with them when i was looking at the room said Free Cancellation. Then after I booked they sent me an email that states non-refundable cancellation. I didn't notice this until i tried to cancel the rooms. I called them to get it straightened out and they gave me the run around for almost an hour. The girl I was talking to at one point told me she would refund me the full amount and put me on hold to talk to her manager. She then tried to rescind that promise. After this entire run around I now am contacting the hotel trying to get them to allow me to cancel. I am utterly disgusted with the shady, underhanded business practices of this site. I will never be back and wouldn't recommend them to my worst enemy.

Hotels.com shows the location of this hotel in 'Goregaon Area'.
The actual location of the hotel is 50-60 mins away forcing a 2 hr commute.

Completely wrong information about the address of the hotel by Hotels.com would obviously be a serious reason to cancel the reservation & refund the entire amount.
But like a Cheat, Hotels.com's telecaller Mr. Kushal asked us to talk to the hotel for wrong address & refused to return the money.

After 3 days of calling, being put on hold for over an hour & repeated promise of "We'll call you back in 24 hrs", I realised that Hotels.com is not interested in taking responsibility of completely wrong information (an address that is incorrect by almost 1 hr).

In short, HOTELS.COM gave wrong information based on which i paid them money. They admitted to the wrong information, but wants me to fight with the hotel to ask for refund.

This is a clear case of Cheating

(I went back to MakeMyTrip after this horrible experience)

We booked through hotel. Com. They are the worst. During this Hurricane time. We paid them more than any body else's in this hotel. Call them few time they call you back in 7 hrs. We call them at 10 to cancelled after 7 hrs they called you. It was too late to cancel the hotel. They have no good customer service. It was the first time I booked through them but. I have learned never again. From now on I I'll book ever thing directly from hotel. Never again.

This web site is a rip off during a crisis. Made reservation for Sept 10th and 11th in Orlando.at a hotel through this web site. We are unable to reach the hotel safely during the hurricane, therefore made an attempt to cancel and get our money back. Hotel.com just laughed and said not our problem, no refund. Have a nice day. They forgot to add, hope you don't die, we want you back as a customer at a future date. As you can tell other complaints, we are not alone. They don't even care about the reviews.No where do they ask for the complainers name, address or phone number.

Buyer beware... be very aware that this is a horrible company. Do NOT use them as a third party reservation option. Call your desired hotel directly.
My brief story... I booked a hotel through Hotels.com and then had to cancel. I cancelled within the time limit. I even had a confirmation from Hotels.com of the cancellation on my email. Then Wa-la, the hotel charges me $284.95 as a no-show on my reservation. After many phone calls, I found out that Hotels.com failed to notify the hotel and they refuse to give me a refund. And here is the very weird part, while I had Hotels.com on the phone and my cancellation confirmation in front of me on another device, all my correspondence with Hotels.com disappeared. I know that sounds impossible but that's what happened. And like another reviewer, I was told that my case would be given to the "higher ups" for review. Hahaha What a sick joke.

Let me start by saying I like staying in motel 6. But not this one. Don't trust them. Terrible experience, awful customer service! Don't trust a word they are saying! I've made a reservation and the day of the reservation called the hotel to tell them about my late arrival and the fact that I want to use a different payment method from the one on file, as that one no longer available. Talked to a representative, he took my name, told me that he added a note in my reservation and assured me that I can pay with any payment method I prefer when I come to the hotel. Well... I come to the hotel and find out that they've tried to use the original payment method and when it was unsuccessful, cancelled my reservation. They didn't find any notes on my reservation nor knew of anybody who talked to me (basically covering their mistake). And that's on the night where all hotels in the area are sold out. So, I'm stranded in a middle of a strange town with no place to stay... How unprofessional and incompetent can you be? If you make a mistake, fess up to it, don't try to cover it by making up some stories...

Booked my visit to Las Vegas at the Planet Hollywood with a promo Hotels.com offered for the hotel offering Free International Breakfast for 2. At best continental breakfast would offer, cereal, fruits and perhaps coffee and orange juice - the hotel had the audacity to give is a $9 credit per person to their already overpriced in house Starbucks where they charged $7.52 for a grande sized coffee. WE DIDNT EVEN HAVE ENOUGH CREDIT FOR A BAGEL. Huge ripoff LMAO!

My wife booked five days in a nice hotel in atlanta, unfortunately she booked through HOTEL>COM
After four nights we had to leave due so illness, son admitted to hospital, (good reason i think),
The Courtyard by Marriot, informed me that IF hotel.com would give me a rebate on last two does, they would do same and refund many,
When we contacted Hotel.com, they said NO.
They had our money and they were happy it seems.
When we (without getting mad) that we could not use them again then,
They said basically, have a nice day,
My advise, use these online sites to FIND hotel but DO not use them to book the room,

Supposedly booked a room with hotel.com at nearby hotel for my daughter's wedding. Weird booking site wanting name of both parties staying at hotel. Never got a confirmation. When calling hotel morning of wedding they were unable to locate reservation forcing me to pay for a 2nd room. The day after, I received my credit card bill showing the first reservation made weeks earlier. When I call the number they said it was reservations.com not hotel.com and after 2 hours and no resolution they told me to call Expedia. On day 2, still no resolution - they flatly refused to deal with me telling me it was my fault. Holiday Inn Express stated they have had numerous problems with this company and incorrect bookings. As it turned out Reservation.com took my husband first name as name on booking and then added anomyname to last name of booking making it impossible for hotel to retrieve. Got no assistance from Hotel.com, Reservations.com or Expedia. Crystal, manager from Reservations.com was EXTREMELY rude and I was told point blank they would not try to resolve and it was my problem! They would not even deal with hotel manager direct! On day 3 I tried to call again and after asking my name the HUNG UP! Will never use any of these web sites again will go direct to hotel... this should be investigated by BBB! Thank you Rachel from Holiday Inn Express for your compassion and assistance