Hotels.comReviews 1,049

I booked a single night in a hotel through Hotels.com. It was a last minute booking so I reluctantly paid $415.00. When I left the hotel, they had an invoice for me (unaware that I had already been charged through Hotels.com). What was the cost from the hotel, including parking? $335.00, a difference of $80. The customer care rep was also an idiot. I am not sure how they can possibly base a business on a "best price guarantee." Don't waste your time or money on bogus, deceptive business.

I from Canada and booked a room in a Canadian hotel. No where on the site did it say I would be paying in US funds. When I filled out the reservation form it was very clear I am from Canada. When I received my confirmation again no where did it say I was paying in US funds. It wasn't until the total appeared on my credit card one day after the cancellation deadline I had been charged an extra 30% to convert the funds from Canadian to US. Speaking with the representative there after checking the emails agreed I was correct. The solution was I could cancel the reservation if I rebooked on the Canadian site. This sounded reasonable up front until I was told I would be the same price regardless. If this doesn't make sense to you imagine how I feel. The original charge would be taken off and the new charge would be exactly the same. Not sure what kind of logic that is but they must think people are stupid. Maybe but not stupid enough to Use them again.
Use Hotels.com at your own risk. If there's a mistake no matter what it's yours.

I had the absolute worst experience with this site. I booked a room for my family and I in Connecticut, about a week in advance. After a 4 hour drive, we arrived at the hotel in a rainstorm. It took me 45 minutes just to get to checkin due to a long line. Finally, I was called to the desk, only to be told that hotels.com canceled our reservation. I immediately called hotels.com and explained what the front desk just told me. The customer service rep looked up my reservation and assured me he would handle this and he would call the hotel to straighten it out. After a half hour, I got a call back from hotels.com saying that they don't know what happened, but the hotel is overbooked and there was nothing they could do. I explained that I had a very important event to attend that I paid a fortune for tickets, in just a few hours. He again assured me he would find another place. After a long time on hold, he came back with a hotel that was an hour away in the opposite direction. I told him i would miss the event and that I need something close. Well after 2 hours of being on the phone, NOTHING was done. I was left on hold for over 45 min and eventually just hung up. I missed the event, my children were heart broken and my wife was justifiably very upset. We missed the event and wound up driving back, 4 hours for nothing. The customer service I received was horrific and we could not be more disappointed. I trusted your site to provide a roof over my families head while we were in an area that we had never been to, only to be left out in the rain.

I booked a hotel I later found for $70 cheaper and was within cancellation period. Instead I opted to try for the best price guarantee. Well that guarantee only lasts for 7 days and doesn't tell you that on the form you have to fill out. After dealing with multiple hotel.com customer service people, I missed the window to cancel. First person told me to send them the photo of the amount I found, and when I did, after it was too late to cancel they then told me it was outside of their policy timeframe. Convenient that they tell me that finally after they know I can't cancel. Then can't even own up to their agents messing up and telling me wrong info, and instead ended with I hope you understand. Well I do not. So if you see a price cheaper, which you probably will by going to the hotel's website directly, just cancel and save yourself time and money.

If I could give them a half of a star I would and that's being nice, I would love to give them NO STARS if I could! I have always booked with Hotels.com in the past, looked everything up, called them asking for a Military rate. They have always granted it and now they say they have never done that. I am waiting to speak to someone now for over an hour and still getting no where. They would not honor what they have done in the past and told me they never have. That is the last time I book with them! Even if they are the lower rate.

I Booked On This Site From 1 July 2016 To 3 Room At Hotel In Hurghada And when I went to the hotel the hotel refuse the confirmation reservation because the rate in confirmation not accept from the hotel and I paid again all amount of reservation and send the receipt to the site and send the email from hotel (that refuse the reservation) and till to day 23 July The Site Hotel. Com Procrastinating to refund my
My advice don't ever reserve on this site again it is a cheat site

They booked us in a hotel that was closed. When I looked at the comments on this hotel on their website, I noticed that we weren't The first clients to complain that the hotel was closed.

After 3 hours of negotiations, they agreed to give us a coupon for 180$. We only ended up receiving a coupon for 100$. I was not going to spend another 3 hrs arguing with them for the difference. When I used their coupon, they set us up in the worst overpriced hotel I have ever stayed at.

They have a very good advertising but the worst company to deal with.

Hotels.com heavily advertises that users earn a free night's stay after 10 reservations. As per the fine print, the accumulated nights expire after 12 months of inactivity, and you're back to zilch. What they don't tell you is that booking and paying for non-cancellable reservations does not count as activity. After at least 3 years of being a member and not racking up a single free night, I had 5 nights in the account in June, and booked 4 night's of non-cancellable reservations (for 1 night in July and 3 nights in September). Today I log into the account to find that I'm back at zero, and that my 4 non-refundable nights paid for in June will only be credited in the future.

If the "free night" promise in any way factors into your decision to book through Hotels.com, look elsewhere.

Hotels.com - Beware or be screwed!

We used Hotels.com to book & pay in advance for Queen Suite with kitchenette for 90.00 per night. This hotel was 15 minutes from our event. We planned to use the kitchenette to cook breakfast, lunch and some dinners in order to save money. We were going to see all of Denver Colorado area. Had it all planned out, until Hotels.com called us the day we were supposed to check in to notify us that they overbooked and did not have our room and that they would try and find us another hotel.

They emailed us a list of Hotels to choose from. My wife and reviewed the alternatives and called to accept an alternative. The representative checked for availability there was none. My wife was on the phone with them for over 2 hours and when they offered an alternative we accepted, they still had to check for availability, there was none.

After 2 grueling hours of them trying to cram an unsuitable alternative and them not being able to find us a hotel with an actual available room, my wife asked for a refund.

They advised us since we did not cancel within 24 hours (keep in mind they called me to say they did not have my reservation that was paid for in full) that they could not refund us the first day's rate.

We had to get a hotel 2 hrs from our destination the first night, then get another over an hour from our event and pay twice as much the second night, then book another hotel 40 minutes from our event for 2 nights because of no vacancies in a given hotel for the entire week we were there.

We ended up spending most of our vacation looking for hotels to stay in, moving from hotels to hotel and driving hours to our event from the hotels.

They actually charged us one night after calling us to tell us they did not have the room I reserved and paid for in full over a month ago! I would never use them again nor would I recommend them.

Hotels.com - Beware or be screwed!

Made a booking on 25/07/2015 through Hotels.com for a two day stay in the Cardiff area to attend this years Speedway GP. The booking was confirmed and the payment taken via Visa the same day.

I stayed at the booked Hotel between 8th and 10 July this year but was presented with the bill at my departure. I queried this with the hotel staff but was assured that they had not received the payment which meant that I had to pay for the stay again.

On my return home I checked my statement and found that the payment had indeed been taken from my Visa account on 25/07/2015.

I contacted customer service at hotels.com on the evening of 10/07/2016 and explained what had happened, and after holding for a long time was assured that a refund was being made which was confirmed by email that evening.

I received a phone call from the owner of the hotel on Monday 11th July apologising for the problems and informing me that they had received an email from hotels.com saying that they were dealing with the refund.

I have just rung them again and was told that they would call me back as soon as they had spoken to the hotel but within an hour anyway.

After a two hour delay I rang hotels.com again and have just gone through the process of reiterating everything and ending up with the same promise and email confirmation again.

I would strongly suggest that you use the site to find accommodation but then contact and pay the hotel direct for any stay you may wish to make.

Ignore this advice at your peril.

Hotels.com failed to book me into the room I requested. When I arrived at the hotel they said my reservation had not been confirmed & I had to pay for an upgrade. After I paid for my upgrade Hotels.com (Expedia) cancelled my booking the next day telling the hotel to charge the bill to the customer at the going rate which was £400 more than what I originally paid. I was locked out of my room at Iberostar Andalous & security was called. They said I had to pay the full price immediately as I no longer had a reservation. During that time I sent emails to Hotel.com asking them to resolve this but I had no response until the 3rd day of my stay, in which they confirmed the cancellation with a partial refund that should show on my statement 30days later. Instead they replied within 24hrs with discounts off my next booking. Their customer service care is below standard & more like a scam. I will be reporting this to trading standards, etc as there is very little you can do while abroad. Advice to others DO NOT BE TEMPTED BY DISCOUNTS WITH Hotels.com YOU WILL BE SCAMMED LIKE I WAS.

Wow, I just needed to change my reservation from 2 nights to 1 and I asked for this before the deadline. They wouldn't help me. I got transferred to a manager who also wouldn't help me. They said the hotel wouldn't let them do it because that hotel was booked. I'm not sure how that matters or is my problem. Why can't they make a change to a reservation to let 1 room go? Good to know, I will not be using hotels.com. Can't even help with the simplest of tasks.

Their website is misleading and innaccurate. We booked a hotel in Essaouria, Marrakech in June 2016 as it was advertised as having four restaurants and a health club. When we got there only one restaurant was open and the "Health Club" was also a tiny little Gym with hardly enough room to swing a cat. It only opened from midday. We ended up leaving the hotel mid way through our stay. I am trying to get this sorted with the company. They have not responded to my last two emails and calls- crap company. Would not use again - they do not seem at all concerned that they are misleading customers.

I hate to break the chain of hate for Hotels.com but I found them to be very helpful for me. It was while on vacation and I simply had to take a hotel break before traveling further.

I stopped at a hotel and their price was more than I could afford. I called Hotels.com and they offered an affordable price for the same hotel. I was able to get the rest that I badly needed and safely traveled home the next day.

I am taking another road trip in a month and I am including Siri on my iPhone and Hotels.com from start to finish.