Hotels.comReviews 1,049

Worst Customer Service! Their so called "Best Price Guarantee" is a huge bag of lies. I booked a 10-night stay through hotels.com hoping to get a free night afterwards. Then I came across a cheaper rate that would have saved me $340. I took a screenshot and filled out a request. A week goes by and I hear nothing, so I sent an email and was asked to resubmit the info, which I did. I called them 2 weeks later to get an update and they told me that I wasn't supposed to use a coupon code and they can't match the price. Well, by then the coupon I had for another website had already expired and now I'm stuck with this stupid reservation and the expired code...

We booked through Hotels.com recently for a lengthy stay in Bangkok and were lured by a substantial discount advertised based on a highly inflated tariff. The Special Offer in the hotel confirmation basically said - Includes special offer: Mobile exclusive: save 63%.
The tariff we paid through Hotels.com, which was supposedly 63% off the normal tariff, was excessively more than the hotel's 'walk-in' rate which we discovered when we decided to extend our stay. WE WILL NEVER USE OR RECOMMEND HOTELS.COM TO ANYONE EVER. WE WERE RIPPED OFF ON OUR FAMILY HOLIDAY.

I am a college student on a budget. A hotel was recommended to me after calling hotels.com. Got there and they first of all didn't have the hotels.com reservation, and then between the construction and the room itself, we couldn't stay. Was NOTHING like the photos on hotels.com! The place wouldn't refund my money and hasn't responded to numerous attempts to contact them. Hotels.com has also been contacted 5 times and twice promised to contact me within 72 hours. That was 11 days or 264 hours ago. I have called and emailed, and nothing. Shame on the place and shame on HOTELS.COM. They will never have my business again!

My brother-in-law booked my hotel for recent visit to Glendale, AZ. He paid and I paid him. The reservation was in my name... his name was not on my confirmation or anything I printed out. I had a 3 night stay and was thrilled that I would be getting my free night because I only needed one night to make 10 nights. They would not give it to me because my brother-in-law's email was used even though I got the information on my email. I'm through.

Though a mistake of miscommunication I booked my room at the holiday inn in at one holiday inn location and the rest of my family was at another holiday inn 15 minutes away. Although the hotel had no problem transferring me to the correct location hotel.com tried to put the blame on them. I was standing at the receptionist desk on my phone on hold with hotel.com while they talked to the hotel receptionist. They hung up with her and told me unfortunately the hotel wont release my reservation. I gave them a second chance but they won't get a third.

I was referred to Hotels.com by Delta Airlines while stranded in Atlanta Christmas Eve. It turns out they use a 3rd party provider to take/make these reservations. Found out when I couldn't find my confirmation number online. Despite assurance that I would receive a discounted rate, I was charged 40 percent more than the standard rate online for the same room. Was booked at the Econo Lodge on Virgina Avenue - a total roach motel, musty, moldy, aged, unclean room and hotel staff was extremely discourteous. Attempts to resolve landed me on hold for hours waiting for resolution. Stay away from Hotels.com and the Econo Lodge in Atlanta!

This company will charge u higher rates by keeping track of ur bookings and charging you according to how high they think ur willing to pay.
I checked the same room same hotel same date at the same time on two different computers, on one i logged on my account and the other as guest. I did that three seperate times changing the hotel each time. I was beeing charged 25% to 30% more than a guest using the site, you can try it for urselves. Legally ripping ppl off.

Upon confirming my reservation the day before our arrival date, I found the room to be $75 per night cheaper through the hotel itself than I had paid through hotels.com. I called hotels.com and while their representative was very helpful, ultimately, our only recourse was to cancel the reservation and rebook directly through the hotel. However, as we were within 24 hours of the reservation, we would have incurred a penalty (first night charge), which made it cheaper just to keep the existing reservations. From now on, I'll be booking through hotels directly, rather than through hotels.com

I recently booked rooms for multiple nights for Customers of mine while we where traveling. Since we would be staying in the same hotel, I said I would secure all the rooms. I did so using Hotels.com, and selected the option to hold the rooms using this card. In the terms and conditions for this option stated my card would only be charged if the reservations went unused. As I was traveling with the gentlemen so I know the rooms where used, unfortunately since Hotels.com gave all my credit card information to the Hotel with the improper information, the hotel ended up billing all the Rooms to my card. This happened despite the fact I had not given authorization for these charges, which was confirmed in my e-mail confirmation for Hotels.com. Long story short when I went to review my Credit card statement and saw the additional charges I called the Hotel to complain, they intern faxed me the errant paper work from Hotels.com giving them all my credit card information and authorization to bill my Card. I followed up with a call to Hotels.com and got "John" at a call center, after trying to explain the situation several times "John" just stated since I had given them the Credit card information he could not understand why was surprised I was billed. I then asked him to transfer me to his boss, which he refused to do, I then asked for his name and identification number, again he refused and then laughed at me. To me Fraudulent charges on my card do to their error is no joke, but evidently this is what you can expect from Hotels.com. I have currently disputed the charges on my credit card and trying to fight this issue this way. Seeing how poorly they treat secure information like your Credit card information I will never use them again and encourage anyone reading this to use some other booking site.