Hotels.comReviews 1,049

Wanted to change the dates of my hotel stay after I booked through hotels.com, and was told I had to cancel the booking to get a resolution (lie) That afternoon the hotels.com rep told me management could not be reached (lie) and there were no rooms available (lie). I was able to get a better room for a cheaper price dealing directly with the hotel. 3 days later I got an email at 6am stating that "after research" I was not eligible for a refund. I emailed back that the copy of the cancellation policy they sent was conflicting, stating that I am eligible for a 50% refund and no refund (even though from a consumer standpoint, there should be no penalty for changing plans a month ahead of time). I have not received an email back and phone reps are useless. Hotels.com stole my money.

I booked a double room on hotels.com...
After 2 days I wrote a email to the hotel to confirm my reservation and they wrote to me that everything was fine. The day after the same hotel sent to me another email and they said to me that MY ROOM HAD BEEN SOLD TO ANOTHER PERSON!
I called the customer care of hotels.com and they did not check the hotels they sell on the website! The hotel booked by me was a scam and they did not check it! The customer service don't speak any languages! After 5 call phones they had assured me that I would be contacted by their office to offer me another hotel... after 1 month I am still waiting for this phone call! A website like this should not be on the internet!

I had booked at your hotel for 3 nights for Queens Birthday long weekend via Hotels.com. My Hotels.com confirmation number: **************. Unfortunately, when we arrived at your hotel, we were told that this booking can not be honored. As a result it was an extremely harrowing experience for the next few hours.

Customer Service redirected to relocation team who took 1 hour over the phone and couldnt find anything. Extremely long hours of wait and we had to search an alternate accomodation and tell the hotls.com customer service to book it.

We were promised by the customer service agent for a compensation of $200 voucher as well.

This is horrible and hotels.com is very irresponsibile to not call and inform us as well as poor customer service- we had to wait for one hour on the phone and them not being able to find a hotel for us. Very scary that on a; long weekend and reaching we could have been in a lot of trouble - if we hadnt found the alternate accomodation.

Making a reservation is really easy but, if you ever need to make changes; get ready for a headache.

I would like to make you aware of the amount of time that I had to wait in order to get someone on the phone.

June 8,2015:26 minutes waiting (I hung up)
June 11:1 hour and 15 min. (I hung up)
June 11:37 minutes (I hung up)
June 11:1 hour and finally got someone on the other line.
When I finalize the call it was a total of 2 hours and 8 minutes.

I don't even want to talk about the actual customer service experience,
But the waiting times for this company are pretty bad.

After this experience, I don't think I'm going to use hotel.com again. It's not worth the hassle.

Hotels.com is TERRIBLE. I made a nonrefundable reservation for a hotel on a small island in Fiji through hotels.com. I then found out that all flights to the island were booked. The hotel was really nice about it and told hotel.com to refund me the money. They told me they communicated this with hotel.com. But the website still can't seem to give me the refund. They are costing me thousands of dollars. I will NEVER use them again

I will never use Hotels.com again. I made a mistake when I was booking a room and I called 3 hours after I realized that I made a mistake and they refused to credit my money back. I didn't want a refund I just wanted to book a room at a different hotel in a different location. Very disappointed and will not book through them again due to poor customer service.

DO NOT USE THIS web site to book your trip. We saw a better deal on a different website and called hotels.com customer service immediately asking them to do a PRICE GUARANTEE. First agent was helpful and made the reservation for us and said he will transfer the call to the next agent so that agent can do the refund to honor the price guarantee. THE NEXT agent kept on saying she cannot find the deal to match the price! SERIOUSLY? First agent saw it and made the reservation and now this one is saying she can't refund the difference because she can't find the deal anymore. They kept us on the phone for more than 2 hours trying to deal with this issue. We feel so cheated and honestly the customer service is NOT HELPFUL AT ALL. ALL THEY KNOW IS TO SAY "I APOLOGIZE SIR" Then we asked for a supervisor and honestly supervisors are the same. NO HELP AT ALL. JUST BLIND LEADING THE BLIND. DON"T USE THIS WEBSITE TO MAKE YOUR BOOKINGS. STAY AWAY AT ALL COSTS! IF anyone knows a way for us to get a hold of an actual experienced manager at hotels.com to address these issues do let us know.

I will NEVER book another room with this company. They can take my member number and shove it! Rude Asians answering their phones and misleading advertisement is the reason I will NEVER... EVER use their services for my business. Oh and the 10th night free advertisement is on their terms. Lord forbid you have two more nights before you get that third free night. You will not get it, until you book again a separate stay. Just ridiculous. I don't need your help. I should have stayed with Orbitz. This is your WARNING. Just go past their site. Trust me you will be disappointed at some point with these people.

I booked a Country Inn for a Sat. And Sun. Night in Williamsburg, VA through Hotels.com and was charged $169 per night My brother stayed at the same Country Inn on the same nights in the same type room but booked it directly through the hotel and paid $130 for the Sat. Night and just &89 for the Sun. Night. $200 less by going direct! I contacted Hotels.com but was not provided any refunds or credits. The whole "Low Price Guarantee" is a total lie.

Booked a room that when I showed up there was no reservation. It was late so I charged the room on my credit card. Even with evidence, Hotels.com refuses to refund half of the double payment. Now in consideration of other reviews, nobody should use their service.