Hotels.comReviews 1,049

We are 2 people of senior age from UK, booked a hotel accommodation for 4 nights in a 4 **** hotel in (22 - 26) March 2017 in Aarhus, Denmark. The booking was made and paid for through Hotels.com, UK. Paid in advance in full, with conditions attached: No cancellation rights and no refund.
On arrival at the hotel, we were booked in a dilapidated room with the bathroom covered in black Mould. The problem was brought to the attention of the receptionist the following morning and a room change requested.
Throughout our stay, we suffered unusual racially motivated bad behaviour towards us from a barman and a waitress working in the hotel plus a violation attack by some unknown people who at 1:50 am in the morning shouting and banging on our door from where they had gathered outside in the hotel's corridor. We were deep in sleep at the time. I tried to call the police but the call was directed to the receptionist at the hotel. Her response to me was "don't call the Police we had a party at the hotel". We tried to see the manager in the morning but he always avoided us. We checked out on 26th to come back to UK. We have written to the hotel's director a number of times and copied the Hotels.com.

Hotels.com has offered us £150 in a way of apology which we did not accept. I am experiencing difficulties getting the director of the hotel to concede to the breaches of racist behaviour by two of the hotel's employees and breaches of failure of "Duty of Care and the Standard of Care" by the hotel whilst we stayed in the hotel as paying guests. I would like to take Hotels.com to court and for the horrible and distressful experience we had due to their failures. So far, unable to find a business address for Hotels.com. Anyone else has a had bad experience with Hotels.com, please let us know.

I used my cell phone to book a hotel room. Fifteen minutes later I show up to the hotel and the front desk clerk told me there were no rooms available.

I contacted Hotes.com and I was told by a Supervisor that a full refund would be credited back to my card plus I would receive a confirmation email of the credit to my account.

Needless to say, it has been several days and no sign of a credit. THIS IS NOT HOW YOU STAY IN BUSINESS!

I booked a 2 night stay at a hotel in Daytona Beach, FL through Hotels.com. We got there and the place was HORRENDOUS! We ended up staying the first night in the car. The room was filthy and It smelled. I checked out of the room and contacted Hotels.com. I told the rep what happened. I told her I had photos too. She contacted the motel. After they gave her a BS story, telling her they had video of us in the room, no refund was issued. Video of us in the room. Let that sink in folks. Now this guy will get paid for us being there tonight when we aren't and possibly finding another sucker to rent it too. I've a call into my credit card company to dispute the charges. This should not be ok.

They heavily promote a price match, spoke to the manager Richard and he advised he cant do that as he doesn't have access to email (somehow I don't believe this). Then he offered a price match in the form of a coupon after a lot of back and forth even though they promote this service. As I am staying with 3 other guests I am unable to split the coupon and asked for the difference to be refunded in the form that it came (Credit Card) manager again said no and hung up! Absolutely disgusted! I DO NOT RECOMMEND ANYONE USING THIS SITE BOOKINGS.COM IS MUCH EASIER TO DEAL WITH AND WILLING TO HELP

Had to cancel a booking more than 24hrs before arrival. Called hotels.com customer service, asked for a refund. They put me on hold while they claimed to call actual hotel. Told me the hotel would not offer a refund or make any alternate arrangements. I then called the hotel myself. They had no record of my reservation, let alone my cancellation. I then called hotels.com customer service again. They claimed they couldn't hear me, so I hung up. I tried again, called hotels.com customer service and requested a refund. They put me on hold for over forty minutes. They never came back on the line. They never contacted me or called back even though I had given my number. The actual hotel would have worked with me, but they had no record of my booking. They lost nothing by my cancellation, as they did not even have my reservation. Hotels.com lied to me, wasted my time, ignored my requests and took my money. I will never use them again and warn anyone: DO NOT USE them ever. Looking at all the other negative reviews, they should be shut down.

The claim their bookings are refundable as long as you cancel 24-48 hours in advance. They... sometimes are, sometimes aren't. Best case scenario, you're on the phone for an hour with someone who *may* be able to cancel the booking (after telling you they can't + dragging you around). Worse case, you can't cancel, or you cancel and they take your money OR they claim you've cancelled, but never refund you. It's really quite fraudulent. (Also, the reviews on their site are terrible!)

I decided to rent hotel room from Hotel.com website because it stated I would get an extra 10% off by entering the listed code phrase at checkout. Only problem, there was no place to enter code and I was charged full price. I called Hotels.com customer service and was told I was not eligible because I chose the pay at hotel option instead of paying now. I read the advertisement to him and reminded him it did not specify instructions he quoted. He said it was under a tiny "terms and conditions" heading on the website main page. I told him this was deceitful advertising and cancelled reservation. I will not be using their app any more, and will spread word to friends.

Booked a room for 4 nights, but illness necessitated I leave one day early. The hotel told me I would have to contact hotels.com in order to get a refund, since payment came through them. Neither their website, nor their awful phone service worked in a manner that would let me speak to a customer service rep or access my account in order to make the change to get a refund. The phone prompt instructs one to press "1" in order to get a customer service rep, but when I did that, I was told by the recording that my response was invalid. After half a dozen tries, I decided to try the web site. Results were no better there! Their prompts would not accept the confirmation number making it impossible to accomplish anything. Adding insult to injury, upon checking the rates of the hotel outside of hotels.com, I not only did not save by booking through them (the rate was same as offered by the hotel), but actually lost money as it is impossible to get a refund for the night I did not use. Hotels.com is a scam and I will never use it again!

$#*! you hotels.com. The site looked reputable, so I didn't check the reviews for the site. I entered my dad's credit card details to book a room at Motels 168 on the site, but later the receipt said that I had to pay in renminbi for the room in person at the Motel's front desk.In addition, it said that the cancellation for the room would be free. When I tried to cancel the room due to not wanting to pay in renminbi, it said that the cancellation fee would be 780 renminbi. So, I called the Canada number for hotels.com to see if they could cancel the booking for free, and the person on the line told me they would transfer me to someone who may help me. I waited on the phone for at least three hours, so I put the phone down after losing patience. Later, I went to the motel, thinking they were not able to cancel at all, but the motel told me that we were not on the guest list. I'm thinking now after I have come home from China and seen these reviews about hotels.com, that I have been scammed. My dads going to speak to the credit card company to see if they charged us in a moment.

EDIT: Oh thank god. Turns out we were lucky. The "Bejingelong" item that they tried to charge us for didn't go through.

1/5

I booked 2 hotel rooms in Canada through this website for the listed price of $179. My final bill on my Visa statement was $497! The listed price you will see on the site is in US$ even though I changed the currency to Canadian $. The exchange rate was close to 1.4 and they added an extra hotel fee charge. When I tried to call, the answering service stated to call back again and disconnected me (even though the website states that they are available 24/7). I feel utterly and completely powerless and, without a doubt, defrauded. You will never ever see me on this dishonest, fraudulent website again.