Hotels.comReviews 1,049

I booked my hotel stay through hotels.com. At the time of booking I gave them my credit card number but asked if we could pay at the hotel since my partner and I were splitting the cost. They said yes, no problem.

Fast forward a couple weeks, I find a $740 charge on my card for my upcoming trip. I called hotels.com customer service and the representative I spoke to said it was a 'pre paid booking.'

I told her yes, it's pre-paid because you already charged my card. I didn't authorize that and that was not what we discussed when I made the reservation.

Her response? 'Thank you, bye' and she hung up on me.

Totally irate now, I took a few deep breaths and called back. I spoke to another rep named Tommy (if that was actually his name), and confirmed my reservation. I explained what had just happened, and I told him I wasn't mad at him but to please leave a message/lodge a complaint that we wouldn't be using this service ever again. I'm done with hotels.com.

Just because I'm suspicious of everything, I called the hotel to make sure everything was still good to go. I asked them to make sure the reservation was not cancelled, and verified that they had a pet-friendly room reserved. Big surprise - even though my emailed confirmation said 'pet friendly room required,' the hotel knew nothing about that. Furthermore, the pet deposit hasn't been included in the amount already charged. The hotel explained that this is normal, but this is information that should have been told to me at the time of booking.

Long story short - book directly with the hotel. The rudeness and mistakes, the misinformation and unauthorized charges, were NOT worth the few dollars I saved.

I made a reservation paid by credit card for myself and my two little ones. They advertise check in at 11:00 AM. My children and I arrived from out of state at 8:00 AM. I walked in to inform a man who would later claim to be the manager that we will be waiting in the car until 11:00AM for check in, please don't give our room away, we are from out of state here for a 2:00 PM wedding, he stated very nasty and rudely that he can't guarantee me a room. I stated to him I have a reservation number paid by credit card he started screaming at me he's the manager he's been in the business for 17 years, reservation don't mean your guaranteed a room. I could find myself waiting until Noon, 3:00, or 4:00 PM that's the way it work. I reminded him reservations mean that my room is held once I get there I'm provided a key, he disagreed began screaming at me who am I to tell him his job in a matter of fact go get a room somewhere else, but he will not give me a room. I left there crying from a long drive with two tired little girls. The Lord did not allow him to ruined our day, we found a public restroom put our beautiful dresses on, celebrated with our friends and family.

Hotels.com has been the most incompetent company I have ever worked with. After spending about 7 hours on the phone with them, relocating my vacation, and getting no compensation for their mistakes, I can say that I will never use hotels.com again and will be telling everyone I know to never use hotels.com. Not only are they incompetent and useless but they are also extremely dishonest. I was told by two different people that because of the mistakes they made they would pay for my condo. When I called back to confirm, I was told I would only receive a $200 voucher for my future bookings with them instead of what was originally promised to me. Never again

I am Hotel.com's customer for almost 5 years. I collected 10 nights and when I want to use one hotel booking for free they told me that my reward expired. They never say anything about expiry date on their website. Recently I booked a 2 queen beds room through them in Washington and when I get to the hotel. They offered a room with one queen bed. I complained and they offered one uncomfortable folding coach instead of the other queen bed. I asked for a refund because of the price difference between these 2 rooms. They accept to refund 50 $, but I haven't received it yet. Also, in the hotel, they said we offer whatever left to hotel.com customers. They treated me as a second-class customer even though that I paid full price. I noticed when you book with them hotel gives you the worst room in the hotel. I informed the hotel.com and filled out the review that they had sent to me regarding the hotel. They never get back to me and never provide any explanation or apology. Even they told me that they can't post my review about that hotel. When they don't respect their customers, how do they expect hotels treat their customers properly?

Wow, Hotels.com is a scam.

Booked 3 rooms at this hotel for Sept 2017. Nothing was mentioned about check in time fee on the booking form. If you check in after 11pm, there's a 50 euros charge per room. That's 150 Euros hidden fee

In addition, there's the hidden cleaning fee too. I was aware of the 60 Euros cleaning fee for the booking. What I wasn't aware was that it's 60 Euro for the 3 rooms in the same apartment. Ridiculous, that's another 120 Euro surprise.

So I called the call center (I believe it's in the Philippines). They have no sympathy and didn't care about you. They wanted to charge the 30% cancellation fee even though the late check in time charge is CLEARLY hidden. I spoke to the manager and she tried her best to dodge your concerns about the late check in fee which should be clearly visible on the form before finalizing booking. All she spoke about was fee for cancellations. Ok, I went ahead and cancel. Total cost was about $500 to learn a stupid lesson

Went on google reviews and all I found was negative reviews about this website

Needless to say, NEVER going to use them again. Horrible service, I couldn't believe how they can survive in this day and age.

I have traveled the world and pride myself on making my own travel arrangements and have never had any issues with the travel websites! However, planning a summer trip, we put JUNE instead of JULY - realized it and tried to have it fixed - i. E.: apply the $$$ toward the correct dates. HOTELS.com puts you through to a call centre in South America with a very limited script to discuss your issues... ie" They don't really care and are never really going to go to bat for you no matter. The unscrupulous hotel operator (Horizon Resort Santorini) decided they deserved to simply keep ALL of our money!

I have made similar errors with BOOKING.com and they seem to hold their hotels accountable to some extent to be FAIR.

Not so with HOTELS.COM I WILL NEVER EVER USE THIS SITE AGAIN!

I was looking up hotels for London, came across the hotel called The Curtain. New hotel, pics looked lovely and price was cheap! Was so stoked to book! Was in such a rush I didn't pay attention at checkout. They ended up adding an additional 50%. Thats right. 50! To the rate of my hotel room under "Mandatory Fees". Only after I checked out and did the math, I realized i'm paying DOUBLE what they listed for room rate. From 130CAD a night to 310CAD. How is this allowed? For a hotel to hide MORE than half the cost of the room under "Mandatory Fees". I fell for the trap, I know its my fault. But this shouldn't have been allowed in the first place.

What I sent in my third email to Hotels.com costumer care
You originally wrote:
You have just lost a future customer. I sent your company the link and then screenshots of the same everything. My reservations via your website were non refundable, as was the one I sent of your competitor. Number of occupants were two on both, same room type, same hotel same dates. I went with your company because of your price match guarantee. Your competitors offer the same and some are even better, not refunding the just the difference on a future stay but 110 money back. I have used you several times in the past with no issues, although I never prior to this reservation asked for a price match.

Fool me once, it's a lesson learned. Will not happen again. I will be leaving feedback for buyers to beware of your site.

I have been using Hotels.com for years and am a silver rewards member. I had a free night reward in my account that I hadn't used. In early april someone fraudulently used my free night in Mexico under a different name with a completely different credit card. I phoned customer service three times to have my free night credit and spoke to a supervisor on two occasions who said they would credit my free night within 72 hours. I phoned again last week and they said that no fraud had been committed in my case. I re-explained the situation for a 25th time and they said they would rectify the situation within 72 hours. It has been over 2 months now and still no credit in my account. I was a loyal customer but now I will never use their site again. Their loss considering I have told all my staff members who use the site frequently to ditch Hotels.com.

Six months before vacation I accidentally booked two identical stays on hotels.com for Oslo, ten minutes apart according to hotels.com. I quickly realized my mistake and cancelled one of the within minutes. Interesting, one was in US$ and post tax, the other in NOK. Stupidly, I assumed they were for the same price, all other details identical. One month before vacation when verifying all details, I realized I had been charged $383 (2 nights including tax in US$) on the reservation I'd kept, where the one I had cancelled was only equal to $73/night pretax. They actually tried to tell me that the difference of $237 was in taxes! Then realizing the rediculousness of this, switched to not being able to help me at all unless I wanted to book a different hotel one month out at much higher prices for short need. Shameless to bait with NOK in one price and then charge 3x as much for the total nights, US with taxes.

We had to change or reservation two weeks ahead of time for a Saturday check in rather than Friday. Hotel.com sent email with confirmation. Friday evening we received an email from hotel.com asking us to review our check in. My wife felt like something was wrong. I called to hotel directly and was told they never received our change and that they were charging us for Friday and cancelling us for the weekend. Thankfully after explaining hotel.com's total and complete screw up, they let us make a new reservation but unfortunately at a much higher rate. I then called hotel.com and cancelled the entire reservation. I will NEVER use hotel.com again! This is our Branson trip was have been planning for 5 months. We could have found ourselves with no room for our special weekend. We are done with third party agents. Next time I'm calling the hotel direct!

They just lost my business. Recommend one book elsewhere.
I had booked on and off for years with no issues.
Until now.
I made a reservation through hotels.com and printed out all the details. I called the property to check on a room question and the property advised no reservation under my name AND no reservation under hotels.com for my date.
I called hotels.com and was put on hold for 20 minutes with a rep who confirmed the obvious that my reservation should be fine. Another 2 times I asked for a supervisor and got one after another 10 minute hold. She called the property and confirmed what I knew.
Supervisors answer was to book again (and wanted cc number). I advised best we canel the existing and then Ill consider. Much effort later I have a cancel confirmation number.
I explained to supervisor that they need to work on their service and just lost me as a customer. Not interested.
I called the property directly, booked a room in moments and at a better rate no less.
Recommendation: book directly. Something has changed severely and for the worse this month at Hotels.com shady business and not worth the stress, risk and investment of your time. In my case it could have been VERY bad showing up with a hotels.com reservation while the property didnt have it.
Dean S.

I booked a two night stay and then noticed on booking.com that the price was cheaper. I took a screenshot which showed the hotel name, room size, price, and dates. I emailed it to them... they sent me an email first stating that they are sorry for the delay in getting back to me. (It was a day and a half later.) As we all know, prices change daily on these sites and customer service reps should be on the ball and look up info immediately if they plan on dismissing screenshots as proofs. I received an email stating that they could not verify the booking so therefore they cannot price match. What else could they possibly have needed to verify? I sent a screen shot. All information needed was on the screenshot. I wrote back, "are you kidding me?" They kept sending me responses that were canned saying the same exact thing and directed me to their facts page which had nothing on there that would make me think that my price would not be matched. I provided all info. I asked a direct question like what was not verified? Again a canned response with no exact reason just sorry for the delayed response but we cannot verify the booking. Every day they apologize for contacting me late. That in itself is a customer service issue... why would a canned response start with "I apologize"? I

They have no intention on matching price. I see from other posts that people have experienced the same thing. This Company says anything to get you to their site but there was never any intent to back up anything Customer Service related. Such a big company should have people immediately answering emails and verifying prices. I had a similar situation with Kayak.com... booked with them but later found a cheaper price. They immediately refunded the price difference after I sent them a screenshot. Good job Kayak! My advice to all of you is to use kayak.com or booking.com.

***BE ADVISED BEFORE USING HOTELS.COM***
I have used Hotels.com for years when planning trips. It's always been easier to go that route to book a hotel. Their customer service had suddenly taken a nose dive. My father passed away and I needed to cancel a hotel stay that was non refundable, I needed the funds to pay for cremation, burial and travel arrangements. They would not even work with me at all. They didn't offer a 50% refund or anything to me. Considering I had the death certificate and this was an unexpected event. I think they could've worked out something. I guess they don't realize writing off an expensive is huge compared to losing customers. I will not do business with them again nor will I refer friends.