Hotels.comReviews 1,049

I have been a hotels.com customer for over 5 years now. I can honestly say that it has been the most rewarding site out there for me so far.

If you're like me and you love to travel, even just over the weekend, make sure you create an account with hotels.com so you can take advantage of their free nights. I used to travel to South Florida almost every other weekend to visit my boyfriend. During this time, I would stay in a hotel at least two nights. The websites promotion is, if you stay ten nights you earn 1 free night that costs about the average of all of your nights combined.

So needless to say, I earned quite a few free nights.

These came in handy on several occasions where I needed to go on REAL vacations and couldn't afford the stay. It worked out perfectly!

The only con I would list would have to be their best rate guarantee. Most websites will price match and provide you with a free night or a credit in the amount of the room. Hotels.com gave new a credit of the difference: $1.45. -_-

Gee...

Thanks hotels.com. You're too gracious.

But I still use them as my go to website for trip planning and hotel booking. I'm only a few nights away from yet another free night. :)

I booked with Hotel.com paid in what ststed Aussie dollar... when I printed tax invoice they had charged in US dollar I cancelled immediately and was sent cancelled letter and called to confirm and was told I would receive a full refund in 48hrs... so I rebooked a cheaper room! Latter to find I received no refund... the charge was $980. The Mantra Hotel would not even credit me in a latter stay...
Very disappointed when I was told it was cancel... if I had know i would of kept original booking!

Wish I could give them a minus 5 stars. Hotels.com is a total joke in every sense of the word. Do not trust their loyalty program or their customer service. Over the last 9 months or so I have booked over 20 nights through them and only credited with 3 nights. After several calls and assurances that they would make it right, my account still only shows 3 nights. I will never use them again. Really wish I had checked there reviews long ago.

This is one of the worst companies I have ever dealt with, would highly recommend everyone stay away from dealing here if at all possible. Not sure where to start but have had difficulty with reservations where I was charged twice and they refused to reverse, took multiple calls and finally dealing direct with hotel to get the situation resolved and my credit card refunded. Also, they have not given me credit for nights stayed even though I have the confirmation numbers and the hotels themselves have confirmed. They are absolutely no help with any customer service issue and, if you make any change to a reservation, they call it a cancellation and take away the reward night even though you actually stayed there and have confirmation #'s etc. If it is unavoidable and you have to deal with this company for whatever reason, please make sure everything is perfect the first time as you will definitely be out of luck in trying to resolve any errors or omissions

DO NOT EVER use hotels.com. They do not care about you as a customer. I had used them for quite some time. Recently booked a hotel and then found that the price was lowered by 40/night. I asked for a credit- NOT my money back and they said they couldn't do that. Clearly customer service is least important to this corporation. They have lost not only a valued customer by not adjusting the rate, but I am telling everyone I know to never use them again. You're better served calling the hotel directly or using AAA if you have that. Unbelievable there poor response. Not even "I'm sorry".

I went on the web and set up to book 3 rooms for 1 night. Somehow by the time I booked the rooms the website booked 4 nights. I immediately called the hotel to correct the error, they told me to call Hotels.com. I called Hotels.com withine 5 min and they canceled the reservation but said they could not approve the refund until the Hotel accounting office was open on Monday. (this was a lie & a setup). I waited till Monday but got a note stating that they still could not contazct Hotel accounting. (a lie) I called the Hotel Customer Service Supervisor and she said Hotels.com books a block of rooms at a bulk rate and that the hotel has nothing to do with the rufund. I had to block payment and still waiting for refund. I also sent letter and the email documentation to the President of Hotels.com Johan Svanstrom & Expedia VP of Operations Mark Okerstrom. They are located at 333 108th Ave, Bellevue Wa, *******.
I've never had such a bad experience. It works OK till you have a problem. I'm using Hotel Club exclusively now

Follow-up - I got a note from the Hotel and it said they were waiving the cancelation fee, and from Hotels.com that they issue my refund. So the problem may not have been all Hotels.com. If they had stated that there was a cancelation fee to be negotiated, I would have discussed that with the Hotel. I finally got my refund, but I'm still not happy with the way that Hotels.com Customer service handled this problem. I suspect that they waited till the end of the month to have my booking $$ count on their balance sheet because nothing happened until Nov 1st.

Dont even bother trying to get customer service help from these people. The CS operator simply spouts our policy is. And has no authority to actually help you. The CS supervisor (so called) is also incapable of actually doing anything for you. As with many customer service departments today their only function is to act as a buffer between you and actual business management. In that regard they are excellent at their jobs and you will not get anything but frustration from the interaction.

Definitely dont book a package with Hotels.com because apparently Hotels.com doesnt actually provide the package so their rewards program doesnt apply. That information is basically camouflaged on their website, especially if you are midway through the process when you decide to consider booking a flight along with the hotel you found.

Apparently Hotels.com is owned by Expedia but the 2 entities can barely communicate with each other. The confirmation number you get for a package booking is not valid on the hotels.com internal computer system. And even though you booked on hotels.com their customer service will boot you out with a phone number to another customer service unit. Sound frustrating? It is! Never heard of transferring a call Expedia? Or streamlining your business model?

Needless to say Hotels.com and Expedia have seen the last of my business.

Customer service sucks. They are not helpful at all. This was the first and only time I will use this site. We were dissatisfied with the hotel they put us in. Called the hotel to get a refund they said since we went through a third party I would have to call them. Called hotels.com all they want to do is give me hotels.com reward points NOT ON UR LIFE. The sent my complaint to billing "you will get an email with in 72 hours" yeah right I guess we'll see

I booked hotel on Sept 9 and called to change it on Oct 15. The rep was very professional and said she changed it and I would get email. Email never came reservation never cancelled so I was charged by hotel for cancelled night. When I talked to customer service they said there is no record of my call and therefore nothing they can do. Won't even split the difference. I still had their number on my phone records from when I called. Booking directly to hotel from now on. Never hotels.com

Hotels.com is a deceptive site and their customer service is of no help! I booked a room for my boss and the first screen said it was refundable until 3 days before the reservation date, but when I booked the room, the confirmation said that it was non-refundable and was highlighted in yellow. When I called customer service, they said that is the hotels policy and not theirs and would do nothing to correct this. Also, while on the phone with the rep, I visited their site again to read him what it says and the price listed was a special price that was now $72 lower. The rep said that he did not see that special price on his screen so it could not honor it. So much for Best Price Guarantee... they would not refund the difference to me. I will never, ever use this site again. They are a bunch of crooks!

What a mistake using Hotels.com! I booked what I thought was a hotel only to immediately get an email from Hotels.com saying that there is an additional $75 cleaning fee and I have to pay a $300 deposit to get check-in information! For that price I would have booked somewhere else. The "hotel" has a no refund policy. I called Hotels.com and they said there are no refunds. Argued that you have increased the price on me by $75. They said it was disclosed... at the very bottom of the page. I looked and there after their suggestions of other hotels in the area about 5 screens later was small print with the extra charges. Seriously. If Hotels.com you thought those were legitimate they would have been included in the price or closer to the pricing info. I've learnt my lesson. Back to Expedia I go.

I booked a hotel, and the receipt the hotel gave me was less than my c. Card charge from Hotels.com. I called and they said they would give me a refund. It never showed up on my card so just called again a month later. He told me they sent it way back when, but I told him no, never got it. Phone cuts out, he comes back, cuts out, guess they mute it while
Talking to someone there. He says they are emailing me right now a receipt as proof of refund. Haven't gotten it, he says it can take 4 hours. Will wait to see if India pulls through.
Update: I did get my refund after requesting it twice, but won't use them again.

We had the worst experience with the customer service.
They were rude, talking over us like machines, and not even listening to us. Also, instead of accomplishing our request, which was to take one night off our reservation, they canceled it without advising us and made a new one, which made us loose money as they obvoiusly (according to their logic) didn't refund us the price we paid the night for.
I will never book again with them, when I used other websites I had much better customer service experience and peoplewould actually try to help not just shut the phone while we are talking.

Booked a room in Kalamazoo, MI for a weekend with events that were going to book the entire town on 8/12/15. I booked a month out, was sent a confirmation... then another confirmation 4 days out marked 'You don't have to do anything, just enjoy your stay'. Check in day- hotel does not have my reservation, Hotels.com can't do anything, town is booked. Thanks a lot Hotels.com, your service is completely useless. They said a $80 voucher will be sent to me for my troubles to be used on my next Hotels.com booking... sorry, never going to happen. Make sure anyone who uses this service FOLLOWS UP with the hotel direct if you want any chance of your room actually being booked. Normally I only deal direct with booking, but the hotel indicated that there were rooms set aside for sites like Hotels.com and to book online to get the last remaining rooms.