Hotels.comReviews 1,049

I have used hotels.com app for many many times in 2016. 1 day ago, I typed a hotel in the region of Phi Phi island, Thailand and booked a hotel. It turned out the hotel was not on Phi Phi island, but on another island which will take at least 4 hour drive. 5 minutes after my booking, I called the hotel to cancel the room. They asked me to talk to Hotels.com. I called them immediately. Hotels.com refused it. I explained I frequently use your service; as a matter of fact, I just used it on Jan 2,1 day ago! I'm going to use your service tonight after you cancel my room. They refused it. I asked: if this is the best customer service you can do? The manager couldn't answer. I will not use Hotels.com again. They chose to loose a customer over a hotel night refund. How stupid is that? Save yourself troubles. Never hotels.com.

I have used hotels.com a couple times and never had an issue, but after this I will never use them again. My friends and I were planning a trip to NYC and we were unsure which nights to go, so I made two reservations planning to cancel one. With both of them, I chose to pay at the hotel with free cancellation according to the hotel's policy. It stated that I would have free cancellation until 24 hours before the trip. Unfortunately, the plan fell through due to my friend getting sick so we needed to cancel both bookings. About 5 days before the planned trip, I was able to cancel one with no problem, however the other one stated that I would be charged for one night, which was the entire stay in our case. The charge would have been $250 to cancel. I realized that they changed the date of free cancellation to 6 days before our stay, no longer 24 hours. I tried to call hotels.com to ask them why it was changed on this reservation, and they offered to call the hotel to ask if they were willing to cancel it. After being put on hold for a couple minutes, the customer service rep at hotels.com said that the hotel declined to allow me to cancel my reservation. At that point, I called the hotel itself, who informed me that they would be happy to cancel my booking, but that I would still be charged by hotels.com. The woman at the hotel even sent me a screenshot of my reservation with a note saying that hotels.com would be the ones to charge me for cancellation, even though hotels.com repeatedly lied to me saying that the hotel would charge me. I went back and forth calling the hotel and hotels.com five times. The supervisor at hotels.com even laughed at me and refused to do a converence call with the hotel or even give me his email or name. This is how I know it was a scam. They take absolutely no responsibility and repeatedly lied to me, trying to put the blame on the hotel. I will be cancelling my upcoming bookings with them and refuse to use their service again.

When booking Ireland Trip through hotels.com web site the price was 2 people total $ 2,174.00 ($1,087.00 per person) but could not complete booking so Called hotels.com and was told pay $3,235.74 and submit Best Price Match Guarranty with Web page screenshot that shows my price then They will refund me $1,061.74. SO I DID. After trip I claimed to BPMG. I've reply that says "it is processing" BUT no reply. Claimed 2 or 3 more times and Called them finally but They told me they can't find my Itinerary number in their system and same answers again.
NO more communication possible because they can't find my Itinerary numbers. I feel now its a TRICK

HOTELS.COM ITINERARY #*******333
Booking I.D. (Flight) RURRQG-E ticket # **************(108) (Hotel) *******,& 2)

I originally booked a hotel, which was simple process. Unfortunately had to cancel almost immediately as my meeting related to the stay was changed. Using the automated phone cancellation options service, i believed that was it as call ended with 'thank you we have cancelled/ amended your stay message'. I now discover they have charged me for a stay i never had and which i had cancelled with plenty of notice. Their cancellation confirmation was never received and the supervisor Roxy i spoke with was worse than useless. Use at your peril.

I have been customer of hotels.com for a couple of years now. My recent booking experience was terrible. After finding better deal on Priceline for the same hotel room at same hotel, for same exact dates, and $109 cheaper I contacted hotels.com and asked them about price match. Agent reaffirmed me on the phone, after she herself pulled up info on her computer and compared prices, that I would be getting price match guarantee refund within 72 hour after I checked out of the hotel. I checked out on the 10/26 and today is 11/10 and I have not seen my money. Three days ago I contacted hotels.com and spoke to an agent then to her supervisor, which by the way I also recorded the entire conversation, where they tried every way possible to get out of refunding my money. Even offering me $150 coupon for further stays at hotel of my choice. After refusing and asking for my money to be refunded as initially stated, the manager who identified himself as "Anthony" stated that he was going to refer the matter to their accounting department and I was going to be contacted via e-mail by their department within 72 hours. Well, 72 hours was yesterday and I still haven't heard from hotels.com
I am considering further legal action, but in the meanwhile I am also initiating campaign against hotels.co because they are fraud, and will go every possible way out and inform potential customers to stay away from anything associated with the company.
DO NOT USE THEM IF YOU VALUE YOUR HARD EARNED MONEY!

Made a reservation, received confirmation with wrong dates and that was when things started getting frustrating. I dealt with this for over an hour. Called Hotels.com they said it was actually booked through Travelocity so a change would have to be made with them. I was given a phone number which was no good. I looked up more numbers that were all no good. I called the hotel itself and they saw the reservation, but were unable to change due to it being booked by another company. DON'T use this service you won't be happy and by the way this was my first time to use them and my LAST!

Stayed at Troy Al. 8 or 9 times and always reserved a room at one of the local Marriott Hotels in the area. All but 1 of my reservation were either not right or my room was given away before arrival or the front next said if you would cancel your Hotels, com reservation and use Marriott website we will be glad to give you the room you requested. Also i found out that the rate i got on Hotels.com that said it was lower wasn't... sometimes if i had called the Hotel itself i could have saved 15 dollars a night. Hotels.com is a 3rd party reservation service! NOT a discount hotel rate website. Your better off calling the hotel and asking for a local rate as to using this site. I got burned too many times arriving and not having a room or not the room I requested... just my warning to you Hotel chains don't like Hotels.com and want or don't have to except their reservation.

I booked with them but when I arrived after eight hours of driving they couldn't find my reservation. A quick conversation with the hotel let me discover that they had booked it for the next weekend and there was a cheerleading convention in town.

Not only did they have every room at my hotel booked but at the surrounding hotels as well. The person working the front desk knew *before even looking* that I had booked with hotels.com. She informed me that it is a regular problem. If they are booked up then hotels.com will book you for the next weekend. Then they try to upsell you an exorbitant last-minute room when you call too tired from your trip and away from a desktop where you can find an easier solution.

Surprise, surprise. When I called she was "coincidentally" spot on. They said they could get me a room for five times my original booking price.

Never, ever use hotels.com. My opinion is that they are about two steps below the guy selling watches out of his trench coat at three am in a dark ally and about half as trustworthy. Save your money and book elsewhere.

EVERY TIME I use them I show up to hotel they say hotels.com didnt charge me or like last time they said there was no reservation and then every time I have to return from vacation to argue on the phone because them and the motel charged me. They will lie and say they talked to the hotel when they didn't. I think their reviews are fake i've had 3 occasions where I got to a "4 star hotel" and its a dump in the ghetto with literal pee on walls

I made hotel reservation for one night and paid in advance $129.00 based on Hotels.com website. Then I logged on directly to the hotel website and it has senior discount for $116.00. When I checked in at the hotel, the manager said he was not able to give me discount because I already paid to Hotels.com. He told me to check with Hotels.com
I then called Hotels.com and talked to a support guy. He asked me to wait for few minutes so he could check for me then he told me the hotel didnt have that discount. I told him just log on the hotel website and check. He told me he was sorry and he couldnt do anything for me.
So be careful! You should compare the price at the hotel and that of Hotels.com because Hotels.com does not honor the lowest price guaranty as advertised.

Hotels.com took advantage of Hurricane Matthew evacuated people. We had to evacuate from the east coast of Florida to the west coast due to the hurricane, and hotels.com charged us $50 more per room per night. At the last minute we have (my wife and my kids and our dogs) we where under a mandatory evacuation and we had to find an hotel that is on the West coast of Florida and that can accommodate our dogs since the Hurricane Matthew where coming directly over our home. We paid since we had no choice, and later discovered that we paid $50 per room per night more than the hotels rate. We are in desperate and hotel.com took advantage of our situation, DO NOT BOOK THROUGH HOTELS.COM, YOU WILL BE SCAMMED. My confirmation number was: **************

Paul Caron

I'm surprised to read so many poor reviews on here as my experience with hotels.com has been pretty good!

I've booked over 30 nights (16+ hotels) through hotels.com and until recently had no issues at all with bookings, the hotels or changes to bookings (cancellations, changing dates and even once booking without logging in and having to ask for them to attach my bookings to my account to collect towards free nights)

Recently I had my first bad experience at a property booked through hotels.com so I contacted them with my concerns. It did take them a couple of weeks to respond (despite being a Gold member) as they apparently have high volumes of emails at the moment. However their response was excellent- they had first tried contacting the hotel (who unfortunately weren't prepared to offer any compensation), however hotels.com issued me with a voucher (of value just over half of what I paid for my 3 night stay) and have stated they will look into the information provided about the hotel.

At the time of writing the hotel information has not been updated although it has only been 24 hours since receiving their response.

Overall- not perfect but not bad at all, from the way they have dealt with my recent issue I am given the impression they have a genuine desire to help, but I get the impression they may just be a little understaffed.

I booked a hotel room for the Labor Day weekend (2016) in advance. I received a confirmation from Hotels.com for the reservation. I was set, right? Wrong, when I arrived at the hotel on the afternoon of my stay they had no record of my reservation. Several calls to customer service left me being left on hold most of the time. The holds were so long the calls eventually got dropped. Even though the customer service reps had my cell phone number in case the call got dropped no one ever called me back. This is the worse experience I have ever had with a hotel reservation website. I will never use Hotels.com ever again. They are the worst hotel reservation website. Don't fall for the hype or the flashy commercial. This is real life. They left me standing out in the heat with no room.

Carlos A.
Tucson, AZ