Hotels.comReviews 1,049

There is way to much detail to explain here but I asked for a refund after multiple phone calls and hours trying to correct a reservation. They would not correct it and lied to me. When I returned from my trip I emailed a lengthy complaint and spoke on the phone with them. They said it was the hotel that should be doing the refund and not them. Well, I booked and paid for the hotel through Hotels.com. Terrible service before and after the trip and the hotel sucked as well. I will never use this company again and I urge you to be careful because they will lie.

As stated above, why did I have to contact hotels.com for a receipt for my hotel stay the night of July 26th today (August 5th?) And why was I asked why I needed a receipt? Long story short, I was given a breakdown of charges, not including valet parking, NOT a receipt. If I needed to supply a receipt for a business trip, I'd be out of luck. Totally NOT a great website.

Both their web site (chat) and phone number *******520 are intentionally designed to not provide pre-booking support. If you have questions about a Hotels.com gift card not working, questions about a hotel you would like to possibly book, or any other booking assistance they will not provide assistance unless you book the accomodation prior. In my current case, I have a $400 Hotels.com gift card that their web site won't take. I've tried both chat and phone to contact, chat keeps bouncing between login and cancelling the chat and phone system won't let you speak to a live person without an already booked itinerary number. Absolute garbage support system. Never booking through this site again, will use just about any other service.

I have been using hotel.com for a long time. My son booked all my travel trips, as a travel nurse I work in other states and cities. So I stayed in many hotels for extended stay. The rewards points I look forward to the key cash I don't care for

Pure Scam, was offered 1 night free stay for x no of stays and now they transferred to onekeycash which is pennies for a night! Ridiculous customer service

I booked on this site and tried to added a additional day to my existing reservation they tried to charged me double the price of the entire reservation for one additional day, then told me after the fact the original reservation was non refundable one night for $359.34 and when i called the hotel direct the room was $170.00 and fully refundable. DO NOT BOOK WITH THEM (and you can not get a human on the phone on a chat with a AI or a person not in the UNITED STATES)

As a Hotels.com member I clicked on the Draftsman Hotel in Charlottesville VA. The rate was $139/day. The second I accepted and paid, the rate changed to $170/day, which is what I was billed. I immediately contacted the online representative, Kenn, who after looking up my confirmation number said the rates can change at any time. There was nothing he could do. Given this is the second time the advertised rate on their website automatically changed to a higher rate once I accepted, I will no longer use Hotels.com. Be very careful before booking through Hotel.com
S. Pure

I have used Hotels.com for about 15 years, because of it's ease of use, and when the app came out, it helped me considerably. I book rooms for myself and other employees where I work, and sometimes at the last minute, and the website and app made it so simple, and simple to change or cancel. Since One Key and the reworked website and app, it is still easy to book a room, but not to change or cancel, with their customer service "bot", and lack of a customer service phone number listed on the webite and app.
I recently booked two rooms for three nights at a remote motel in the Mojave Desert for employees, as it seemed to be the most practical choice, since the small town they would be working in did not have a motel. There is a restaurant next door that is open for breakfast and doesn't cloes until 9:00 p.m. - perfect. We discovered that the restaurant was closed for renovations, so that left only a convenience store for food, which I would not subject our employees to, especially after working in the 110+ degree heat this week. I attempted to cancel the reservations with the required 48-hour notice, but the app just ran me in circles, as well as the website. I attempted to cal the motel directly, but they don't have anyone there until 2:00 p.m., the cutoff time for cancelling without a penalty. I finally Googled Hotels.com customer service phone number, and called the number listed on a website that appears to be dedicated to complaints about Hotels.com (go figure), and after initially attempting to verify my account by entering my phone number on the automated system, and getting hung up on, I found a way to speak with a person. It was an outsourced service, likely India; however, in contrast to previous experiences with those services, the gentleman that I spoke with was very helpful, and took care of the cancellations, and refunds. I still had to pay for one night for each room, but I wasn't going to argue that too much, as my time is more valuable than the cost incurred.

If I could give less than one star I would, but I suppose the gentlemen who helped me deserved at least that,so whatever. I am done with Hotels.com, Expedia, One Key, and likely will just contact hotels/motels directly from now on.

Horrible experience with Hotels.com today. I booked an emergency hotel room in Memphis due to my power being out and my elderly mother is ill. I paid in full because I had to drive through a storm with street lights out everywhere. When I arrived at the hotel, the power was off there as well. Of course I called back and asked for my reservation to be transferred to another hotel that was fully powered. They told me I would have to pay for it, after spending all my money with them. I have been a loyal customer for years but NEVER again. I'm going to give this review everywhere that will allow it because this is no way to treat loyal customers. Being put on hold for an hour while the rep attempted to call the hotel with no power to ask about it.

A month ago I cancelled a reservation for tomorrow. The hotel has advised me that they cancelled the room but hotels.com will still charge me. Customer service refused to assist me. I expect ethical business practices and advise others to beware of hotels.com.

Please be very careful using them! We have booked a lot of hotels with them but today we selected a 2 room suite that sleeps 6. We were given a 1 room 1 bed room. We called the hotel when we saw the confirmation because it did not match. The front desk said this has been happening all day and to contact hotels.com. Hotels said this is what we booked, we absolutely did not! As a matter of fact, this small room did not even show up when we looked it said all they had left was the 2 bedroom suite! We're a large family and they absolutely will not believe nor help us, even when the front desk staff confirmed we're not even the first people it's happened to today! They are having you book a room and sell you another then refuse to acknowledge they did! False advertising at its finest! Sad they won't believe even the front desk staff who are trying to tell them this is an ongoing issue!

App doesn't work at all. It gets stuck at the sign in all the time and it never recognizes the logins.

Unable to reach a personal customer representative. Issue remained unresolved. Cannot get past automatic chat. Will never purchase e cards or use any of their services again. No phone number available to call with any trouble. Should have been a red flag

Hotels.com used to have a "rewards" program, but when I thought I signed-up for it on their site, I found out years later that I was NOT signed-up for rewards. More than 10 reservations went to nothing. Now they just switched to a new "rewards" program "one key," which will erase the few miserable points I still have. Some hotels told me at check-in that I could have paid less to book directly with them.
Hotels.com doesn't have a cust. Service email and their 800 number is dysfunctional. It's a sad looser of a company, total rip-off. I now get better deals with Priceline.

Hotel.com is just selling rooms the highest price they can get & when questioned send you to automation with no results

Got degraded in our hotel stay when I booked one night and 2 rooms to a really high price for that area. We got defeated to another hotel with no compensation or anything. No help from the customer service on hotels.com which seems to be sitting at some call centre in India because they could barely speak English and they promised to make this right and to compensate me within 24 hours, now it's been 1.5 days and I haven't heard anything from them. Never again

I booked a holiday 1,5 month ago and yesterday I contact with the hotel about my booking to confirm it for sure, before travelling. They told me, that the hotel I booked via Hotels.com is closed for this summer, but they relocated us to another hotel of the complexum, which has terrible reviews! I haven't got any information about this, even an e-mail from Hotels.com.
When I contacted Hotels.com they said that they have limited information about the hotels operation, and if I want to, they refund the money. But the holiday booked for the next week, and I already have the flight tickets, and couldn't find another suitable hotel now. This is unbelievable.

I made a reservation on May 14th for 2 nights 5/25 and 5/26 to go to a funeral. During the reservation the site advised me to apply for booking protection since the reservation is non-refundable, Therefore insurance was added.

Because it was memorial week/end, I could not get the time off. I cancelled the reservation and what Hotels.com did they cancelled both the reservation and the booking insurance, They refunded the insurance money and when the credit card contacted them they refused to refund the booking fee.