Hotels.comReviews 1,049

Reserved ten nights through Hotels.com AND stayed at all ten hotels. Then, I was sent the rewards voucher; but when I started to reserve my free room, I received notice that Hotels.com had removed my tenth visit. When I called them, they said that the hotel (La Quinta) had cancelled the booking through Hotels.com and had charged me directly instead. Even though they admitted that this situation had nothing to do with me, they refused to honor my tenth stay and/or give me the free rewards voucher. Instead, they tried to buy me off with a $30 voucher. When I refused, they raised it to $50, and finally to $60. They obviously had no intention of honoring their reward program, were rude, and kept me on the phone for two hours. Don't waste your time with this company. They are a sham and fraud... book through the hotels directly and save money. Don't forget that they are owned by Expedia, so avoid that company, as well!

Hi all, Please refrain from using Hotel.com. They used to be good but recently their support system has gone to the ground. They will duck and dodge and provide with false information regarding your refund if GOD forbids you cancel or modify your booking. I am the same victim of their fraud system. I originally booked a hotel in Brooklyn NY (Comfort Inn Red Hook) via Hotel.com and had to modify the dates so i called Hotel.com customer service and their call center is conveniently located in India. Now i have nothing against India or any other countries. I am Indian myself. However, the agents barely speak English and communicating with them is an exhaustive process which does not leave a positive impression and on top of that, they lie to get you off the phone (anything from "we are processing your refund" to "I cannot hear you"). The best part of it is when I asked for a supervisor, the gentleman picks up the phone and says, "hello?", i was shocked to see the level of training these supervisors get. Should they start with saying, "Hi, my name is SO AND SO and I am a supervisor here at hotel.com, how may I help you?" but only a "Hello", followed by more "Hello?", Hello?". That's beyond jokes to me. 2 months later i was told my refund is being processed and i should see that reflect my CC in 7 business days, never happened and I had to resort to open a dispute with my CC company. I am DONE with Hotel.com and never again. BE AWARE Please and make smart decisions.

I have been a rewards member of Hotels.com for a few years now and collected several free stays due to the frequency of bookings on my account. Recently, I decided to utilize the Price Match guaruntee listed all over the company's website and had extremely poor experience. I do not believe that Hotels.com actually is vested in honoring this promise with their customers. I recieved two delayed responses for different reasons stating that my stay could not be price matched. The responses weren't timely or detailed and they continued to send me back to a Price Match FAQ page that didn't exist nor did they give me the url where I could locate it. Finally, I cancelled the reservation and to my surprise I saw that Hotels.com had a Memorial Day sale occuring that immediately saved me $400 on my reservation. I went ahead and booked that because I could no longer get the original price from the site I originally submitted to hotels.com for price matching which was another $500 lower than the price I ended up with. If Hotels.com was interested in honoring their policy, they would not have a second rate "Rewards Silver Customer Support" team sending vague declinations back to their members. This was a complete waste of my time and a total sham. I want other consumers to know not to waste their time with your advertising tricks.

Its funny that the first review I see on here sums up my situation exactly. I booked a room with a prepaid visa card. I received a comformaition number and the money was taken out of my account. I got to my hotel only to find that the booking was canceled for no reason. I called customer service only to be dealt with rudely and lied to. This was the worst trip of my life. So basically I paid $103 to be stranded on the street for mother's day. Still haven't received a refund or a explanation as to what happened to my money. I highly suggest to anyone using this site to not waste your time

Booked a hotel and after several minutes I have recurved a sms from my bank informing several charging attempts to my credit card. And also received an e-mail from hotels.com saying my booking has been cancelled due to invalid card. So first I checked my credit card and saw that two charges made by the hotel. Than it became long story to cancel the charges and still goes on. Communications with customer service not efficient at all and need to write the same things again and again. It was my mistake to try another online hotel booking site rather than my usual one.

You can definitely do better by just contacting the hotel directly. The hotel will value your business a lot more. Hotels.com gets a commission from the hotel. It means you will get the blah room sometimes. It also means a bigger chance of mistakes since hotels.com is a middle man.

In addition, when you use hotel free night they still charge tax! Other rewards will give a free night and you do not pay tax since money isn't being charged.

You are better off being loyal to hotels directly like Marriott, Hilton, Best Western and so on. IMHO, hitels.com prey on 18 to 34 year olds; millennials.

I had booked through Hotels.com for over 5 years mostly vacation stays, expensive hotels. I put up with their lousy, wait on the phone 45 mins plus no-customer service for years too, just to collect the Reward Nights. NO MORE, now they are cheating customers by only giving them partial credit for hotel stays! 3 times now in past year I have booked a stay for 3 days or longer & when you look at your account a month later - Hotels.com has only credited you for a single night or 2 but, NEVER the full stay. Great racket Hotels.com, YOU SUCK! Change your name to "HOTELS. BOMB"!

I'm very disappointed with your company's so called ("price match guarantee"). I have been using this site for years now with no serious problems until recently. I booked an hotel then later saw on your site for a cheaper price. So I go through the("price match guarantee") steps and complete it. I did everything correct on my part. A few days go by I get an email response saying that due to them replying late the offer was no longer available when they looked. So my price was not guarantee due to there slow response time. I feel this is unfair and some things should be further explained before proclaiming to price match any competition when you're not even abe to match your own lowered price. There's way to many strict guidelines that makes it an unpleasant experience. I feel I should be give my proclaimed ("price match guarantee") and compensation for my time as I have called in several times to talk about this.

Representative(s), Supervisor where not very care worthy. They are quick to take your money to make their commission (or meet their quota) and not provided the customer with correct/accurate information. It is very frustrating to deal with incompetent people that do not go above and beyond on customer service. I DO NOT RECOMMEND booking your hotels with Hotels.com. I will be pacing this information on and posting it on SOCIAL MEDIA.

Hotels.com reviewed my request for a price match and agreed to it, but said they would not issue a refund until I had completed my stay and paid at the hotel. I did that, but when I followed up for the refund, they refused to honor the price match. They first said my price match request was invalid & did not include tax (despite my showing multiple screenshots & emails proving the price was real and indeed included tax), then they admitted that their staff made a mistake and should not have agreed to the match in the first place. But either way, they would not honor the price.
So they misled me into cancelling the cheaper booking at the competitor, then refused to honor the promised discount. They made all of the mistakes, yet I am the one paying for their mistake. Unbelievably dishonest company with horrible customer service. They permanently lost a customer for literally $30 USD.

What a joke! I called hotels.com directly 2 weeks ago to book 18 rooms for a family vacation to Cody, Wyoming for JULY 2017. I seen a charge from the hotel late last night and called hotels.com to ask why I had been charged for the rooms already. After sitting on the phone for 2 hours and speaking to 2 very RUDE agents it was determined that their agent put in APRIL for our vacation dates. I was never sent a confirmation email from them as well. Because of their agents mistake I am now being charged over $1,500.00 in cancellation fees! They are unwilling to drop the charges due to their own negligence. I am beyond unhappy and would NEVER refer anyone to use this scam of a business. A shame for their company, as I planned on using them to book my out of state hotels for my large training academy 2 weeks out of each month. What a large amount of money they are out because of their unwillingness to fix their own damn mistake. Awful, awful awful!

BEWARE - Make sure that if the price is shown with breakfast, that this does not change when you actually go to book the hotel. Do not expect to recieve a favourable reply, even though the company has faulsly advertised, the reply will tell you your wrong and thank you for your understanding! Please also note that the price guarantee means nothing. I book a lot of hotels through search engines and only used hotel.com once will never use them in the future. BEWARE

I wanted to join many others on this site encouraging readers to avoid hotels.com. The customer service was simply horrible. I booked two rooms in Roanoke VA through them for last night using the prepaid, guaranteed reservation mechanism. When I arrived, they only had one reservation. After two hours on the phone with Hotels.com customer service, I finally got rooms at a nearby hotel but, without the king size beds, without the included breakfast and without the indoor pool for the grandchildren. Hotels.com "graciously" agreed to refund the price difference as the new hotel was cheaper but informed me that it could take several weeks for the credit to show up. Note that the original charge for the rooms showed up on my credit card instantly. They also gave us a voucher for breakfast at the new hotel but, it was only for 2 people which was obviously not helpful with 7 people in our party. People make mistakes, I understand that. But, the real test is how they respond to the mistakes and hotels.com failed miserably. I would strongly recommend that you avoid them at all cost. They are simply not very good at providing their services.

I have used Hotels.com for years to find good hotel rates all over the country -- until now. I changed a reservation (shortened by one day), which was no problem. On arriving at the hotel, however, I learn that they almost doubled the rate for the two remaining days. When I called, they told me it was the hotels standard rate, not their fault. BUT the guy at the hotel counter said that the rate was actually $20 less than Hotel.com was charging! The hotel guy said to have Hotwl.Com call him directly to get the correct rate, which I did. Hotel.com called and got the correct rate info, but still would not honor the correct lower rate! SO, it turns out that I'm paying a total of about $50 more, all said and done, than I would have paid by booking directly with the hotel. STAY AWAY FROM Hotel.com, they are major rip off.

Absolutely worst customer service ever! Booked a room based on flight cancellations for the past two days. Explain this to them and they claim they called the hotel and hotel deny the refund. Customer representative obviously from India was very rude. I called the hotel myself they explained that they could call back in the morning speak to management and it should be no problem. Now I have to spend another hour on the phone tomorrow morning to get it approved. I booked a room in hopes that until I got booked on another flight. This has been a nightmare. Do you not use these people