Hotels.comReviews 1,049

Went to the site to book a room for the same night (May 12) in Cleveland. I am certain that I entered tonight (today's date) for one night, one person. They had a room in a hotel that I knew well, having stayed there many times before for a decent price.

Was amazed at how quickly the process went only to discover seconds later that I had been booked for a date nine days in the future. Apparently it dropped my "hotel" selection into its next available date on hotels.com.

Then it made sense as to why the reservation seemed so easy. Clearly, it was designed to fool me into booking a room I would never use. I immediately called and was told that the hotel was not available for tonight and that I owned the room for May 21 whether I wanted to cancel or not and if i did cancel there would be a $214.00 cancellation fee for a $140.00 room. Needless to say, I will eat the room.

Funny note, when the rep offered to "change the reservation" to tonight there were audible keyboard sounds as she contacted the hotel, which I believe to be only sound effects and part of the scam.

Am very angry at myself because I know many people that have had horrible experiences with this site as well as bill resolution issues. But since I needed the one night for today, I did not think cancellation issues would affect me.

I am a frequent traveler and almost always book directly through the hotel brand sites as that yields the fairest price and most generous change options.

My next mission is to convince the credit card issuer to refuse payment on this and all other bookings. In other words, sever the relationship.

Keep in mind that all of this happened within 2 minutes.

Shame on you, hotels.com.

I booked a week in advance for a 2 night stay in MD. I called the hotel the day before to change the reservation to one night, but they had NO RECORD of my reservation. So I called hotels.com and they said changing my reservation was not possible due to cancellation fees. When I booked, the website said in bold letters "Free Cancellation". I checked again and yes, there it was, in TINY gray letters "before 5/8/2015" (48 hours before check-in). Hotels.com would do nothing for me and were actually rude about it. They called the hotel and then came back on the line and said that the hotel actually did have my reservation. Not sure how that was possible because I talked to multiple people at the hotel first.

They are thieves.

I paid for and reserved a room for my husband for Christmas to go to a sporting event with our sons, 5 months prior to needing it. When he went to check in there was no record of this purchase even though he had the receipt and confirmation number. The hotel was very nice and gave him and my sons a room, but not close to the accommodations for which I had paid. He ended up sleeping in a chair. To me this is fraud! I will never use this again!

I booked and paid for a hotel 6 months in advance of my trip to Italy from the U. K. I received an e-mail the day before check in saying they we're cancelling my room. I wasn't offered any alternative and told I would be refunded after I returned. Hotels.com were happy to sell me another room but when I called about refund said it's nothing to do with them. They said they couldn't contact the hotel but I should try anyway! They also keep asking me to review my stay of the hotel that cancelled on me. I keep ringing and keep being told someone will contact me, no one ever does.

Accidentally fat-fingered an order. I couldn't fix this despite informing the hotel within 10 minutes by e-mail. Of course their terms and conditions (and the law) probably let's them do this, but it's not really in the spirit of things, since my fat fingered order was a booking three weeks later.

Be careful, if the hotel of your choice is booked on the nigt that you want, they reschedule it for a noght of their choice without notice to you, charge you and refuse to credit you. At 9:30 pm, I booked a room at a hotel for the next night when we were going to be arriving in San Antonio. I was never informed that the hotel was sold out and the site defaulted to the current night and booked the room without notice. I was charged in full. Hotels.com refused to consider correcting their mistake. FRAUDULANT. Com is more like it

The worst customer service ever. They misled me on the price, did not allow me to refund, and the customer service rep was arrogant, rude, and disrespectful. Just unbelievable. Do not trust their prices. Do not trust their service fees. They use bait and switch tactics. They are dishonest. Steve C.

DO NOT use this site! Ever! I had a "free" night (after 10 bookings), and the Phillipino CSR asked for my credit card to "hold" the room. I had immediate reservations about this reservation, should have listened to my gut instinct! The next day I happened to check my bank account online & found FIVE charges totally $800. CAN YOU BELIEVE THIS? $800 and I didn't even BOOK A ROOM! Unbelievable. I spent two hours on the phone with my bank and hotels.com supervisor "Drew" and she claimed they didn't charge me and I had to fax her evidence. Well, I'll be faxing them a summons letter for a court date if I don't get my money back! I live paycheck to paycheck and cannot comprehend the rudeness and sheer ILLEGAL FRAUD of this site. They need to shut down NOW.

I have never used hotels.com to book a room before (I usually use Priceline). I booked a room in LA for two nights. The room was $109 a night, plus fees, but it did not state how much the fees were. I assumed there would be a parking fee and taxes, what I was not told was that the hotel itself charged a $180 fee! That came up AFTER I booked the room, the non-refundable room. This is absolute fraud! I called Hotels.com within two minutes of booking, and they said there was nothing they could do. I threatened to get my credit card company involved and he said he'd call the hotel and see if they would agree to cancel the room for no charge. He came back on the line, said they did, then I get an email saying that I agreed to pay $227 for the room (which is what it should have been, before that $180 fee) and that it was non-refundable, but my room is canceled. So, I have to pay over $200 for their bait and switch? I will be getting my credit card company involved, and perhaps even an attorney.

I will never use hotels.com, or expedia.com, or any related site ever again. I wasted about $2,000 booking a "hotel" in Italy last summer. When it turned out to be awful, and not what was advertised, I called right away, explained the situation, and we moved to another place. We did have to stay 2 nights until we could find another place to take all 6 or us.Hotels.com would not refund any of the money we paid for the week - NOTHING. They had no problem taking our money, but funny enough they only credited us with "reward points" for the first two nights - not the nights we actually paid for. It took over two months of phone calls and emails to finally get told to #$%@ off. I decided to chalk it up to an expensive learning experience, but I just got an email saying my "free night" was about to expire, and I am sick of hearing from them. I hope they go out of business soon, for everyone's sake.

I stayed at a horrible dirty hotel called "Marina Villa" in Ko Samui Thailand. The reviews on hotels.com were mostly five star. This place was such a dump it wasnt worth two stars. Mold everywhere, unfriendly staff, broken bottles on the grounds, wild dogs walking the grounds...

I wrote a polite but 2* review for hotels.com and they rejected it and sent me a list of the rules. However my post followed the rules! I complained, and they told me to write a new review. It was polite and carefully worded... and hotels.com refused to post it!

In my opinion, Hotels.com reviews are pointless to read. They only post highly rated reviews, and will not give me any explanation.

Have been using hotels.com for several years and have not had any problems booking my hotels with them. The web site is clear and concise, information needed for one to make a wise decision about a hotel is provided. Prices are competitive, and sometimes bargains can be found. One advantage of booking with hotels.com is that for every 10 bookings made you receive one night complimentary based on the average price of the 10 previous stays. I will continue to use this web site and hopefully future bookings will be as uncomplicated as in the past.

I have nothing to add to what others have said. Learn from my mistake and book your hotel somewhere else. The prices here are equal or HIGHER than other sites, and the service, um, what service? Just awful policies. I think they might have changed owners. Years ago I used them a lot. But everything seems to have changed, and the prices have definitely gone UP.

I booked, and paid in advance for, a non-smoking room in Winston-Salem, NC. Upon arrival, I was placed in a smoking room. When I called hotels.com, they stated that it was too bad and that they only ask for your preference re. Smoking/non-smiling so they couldn't help me. I told them that I would not have stayed at that hotel if they couldn't provide a non-smoking room. Then the hotels.com person hung up on me. Oh yeah, there was also a condom on the bed stand. This hotel was rated 4.1 on hotels.com's website. They are a scam and have terrible customer service! I will never use them again!

I was very disappointed in Hotels.com today. They say they offer a price guarantee, but that's not completely true. I found the exact room offered at a lower rate at Jetsetter.com. Unfortunately, Jetsetter called the room "Standard" but Hotels.com called it "Delux Queen" so the name doesn't match. When I went to the website for the actual hotel, the Delux and Standard are the exact same room. I even called the hotel to confirm that. I explained all this to a Hotels.com manager and showed him how to check for himself. But evidently, the management at Hotels.com is not able to make common sense decisions. I was a loyal user of Hotels.com up until now but this experience has really changed my mind. Looking at other reviews for Hotels.com, I see I'm not the only one with complaints. I think I will start using a different place to find discounted hotel rates. It's too bad they lost my loyalty with such poor customer service.

I made the mistake of using hotels.com to book a hotel to spend the weekend in Orlando Florida. We received a confirmation on the email with the confirmation number, when we got to the hotel late at night around 11pm after a 5 hr drive, the hotel didn't have anything booked for us. We called hotels.com customer service (which is the worst) it was late, freezing, with 2 kids. We called and spent almost an hour after they transferred us 8 different times. We kept asking for the manager or a supervisor and they kept transferring us. The last person we spoke to was supposedly one of the managers (Miguel Mendez) and he couldn't help us because there weren't any hotels available in Orlando, only 1 that was $600 a night. We told him he should pay the difference since it was their fault so he said he was going to transfer us AGAIN as he couldn't help us search for any other hotels, he said the other department would help us find something and after that he could approve a discount or something but when he was going to transfer the call they hung up. What an #$%$%^