Hotels.comReviews 1,049

I booked a trip with Hotels.com, it took them 10 seconds to take the money and 7-10 days to give a refund, which messes up the trip your planning. AND, no one else takes 100% of the money, everyone else takes 1 night deposit.

I too got taken by Hotels.com! Made a reservation a few weeks ago for a property in Hawaii to go to in April. Today, I found that the price had decreased significantly (on THEIR OWN WEBSITE). I called to ask if they would refund the difference ($309), and they played the game which they apparently always play ~ "we don't find that lower price". I asked them what website they were looking on... and sent them to SEVERAL others with the exact same lower price. They wouldn't budge... and then they kept saying..."hello?" "hello?", as if they couldn't hear me. SO I cancelled my reservation with them and received an email saying that my credit card would be credited within 7-10 days. You can BET I'll be watching to see if that happens! And they will hear from our attorney if there is no refund! By the way, I was able to book the same much lower price with another company. So hopefully, we are set. But I will NEVER deal with hotels.com again! EVER! Especially after reading all the reviews here and realizing that everyone has been down the exact same road. UNBELIEVABLE!

Hotels.com not only saves you a grand total of around $15 per room, but they also find any possible way to charge you more. Here's my experience. I enter a booking for January 16th to 17th, pay, and get an e-mail confirmation. The confirmation had me down for the 25th. Well, the particular room I picked didn't allow refunds, so I tried to go in and change the date. Hotels.com won't let you do that online. So I called up the hotel and told them I needed to change it and they were more than happy to! Unfortunately, once they found my booking and saw it was made through hotels.com, they were unable to do anything. I had to call hotels.com support staff and speak to an Indian man with broken English while he called the hotel (just as I had done!) He assured me my date was changed but claimed the hotel (wrong) had to charge me an extra $10. I received a confirmation that my date was changed to the 16th, so I could finally rest easy. When I got there at midnight, the hotel employee found my booking. Still on the 25th. Evidently, hotels.com call center staff can just change any information about my booking in their system regardless of if the hotel has actually done so. So I had to call them back to get it changed yet again, where I was talked down to, charged more money, and ultimately I was dealt with in an unsympathetic, unprofessional, and condescending manner. I waited as the Indian woman I was on the phone with put me on hold to call the hotel employee feet from me. They sent bogus payment information for the employee to enter into the system, so I eventually had to book my own room for that night.

TL: DR; Site screwed up my date, charged me $10 to "fix" it, which they didn't actually do, causing me to have to pay for another night.

Very bad experience. Cancelled a hotel booking and was not refunded. Called their customer service a few times and was put on hold repeatedly while the officer "check" and the phone gets cut off suddenly too. Was eventually told twice by different officers that the amount would be refunded but nothing was done

I will never use them again. I assumed I would have recourse since they are acting as representatives of the hotels, but if you need a refund because of whatever good reason, they will only do it if the hotel okays it, not matter how wrong the hotel is. Basically, hotels.com will not support you and they are just a data base that takes your $$ and offers no support.

The details--We wanted to stay at a particular swanky hotel (Tambo del Inka in Peru) because of their private train station to Machu Picchu (highly advertised and touted by them). Booked non refundable hotel room because our days are firm. After tons of emails and sending a slew of documents to hotel, our train was booked and confirmed. 5 days later and closer to our trip, the hotel said OOPS, so sorry, no train available for you. That was the only reason we were willing to spend $230 instead of $50 for a nice room in another place. At the moment, hotel (via the tour packages dept) will not refund our hotel room. After speaking to 4 people at hotels.com, they will not do anything. Our only option given by the hotel is to take a taxi at our expense to another city (at the crack of dawn) and get on the train station there (and trust that the hotel will do it correctly this time)

My wife, son and I were planning our annual Thanksgiving Day weekend downtown Chicago. We looked at several sites and hotels, and decided on Palmer House, but had some questions, so I called Hotels.com. The representative I spoke with described an option that included a larger room with a King Bed and a pull out couch. We took it. When we got to the room about 5:00 Friday night - no couch and the King Bed barely fit in the room, so no chance of getting a roll away. This was not going to work with three of us and 1 king bed. When I called Hotels.com, took forever and the representative, after talking with his manager offered a $100 credit for the next time we used Hotels.com. This obviously did not resolve my immediate problem of needing another bed for my son - they could not have cared less. I did not accept the offer because it did not solve the problem that they created and there is no way in... I will ever use their horrible service again.

Nothing is more disturbing than being told you are a Gold Level member of sales group (in this case, Hotels.com), requesting help, and failing to receive it -- not only one one attempt, but FOUR ATTEMPTS (phone x 2 and email x 2.) If this is how they treat their best customers, I shudder to think how the rank and file are treated. All I need is for someone, anyone, to link my upcoming reservations to my account so that I am credited with my points. They decline to do it, saying that the need to "secure my account." But in the meantime, I have my confirmation email numbers for the reservations, my email address hasn't changed, my credit card numbers are on file... I could go on and on. What additional security could they possibly need? It's not my fault that I don't know my password (or even if I ever had one) and cannot log in. I've not been this angry and frustrated in awhile. Does anyone know of other hotel booking sites that give away free nights after spending a lot of money? If so, I'll change booking sites immediately. Please forward suggestions. In the meantime, use Hotels.com at your peril. I'm so disappointed.

The hotel charged us in the wrong currency and well in advance though the confirmation clearly says that we are supposed to pay in the local currency during the stay. Further to our complaint the customers manager from hotels.com wrote us an email which simply contradicted the terms of our reservation. She simply ignored the fact that we were charged in advance and, when we sent her our confirmation email, she wrote that the "local currency is the currency which the hotel charges". Seriously? I always though t that the local currency is the national currency of the state where the hotels is located. I must have been mistaken all 13 years of my legal practice!
IN BRIEF - DO NOT BOOK THROUGH THIS SITE. BETTER GO TO BOOKING - THEY AT LEAST HAVE AN ADEQUATE CUSTOMERS SERVICE WHICH TRIES TO PROTECT ITS CLIENTS.

THIS COMPANY GLADLY TOOK OUR PAYMENT FOR A HOTEL STAY BUT WHEN WE REALIZED WITHIN 10 MINUTES WE HAD PUT THE WRONG DATE AND CALLED HOTELS.COM TO MODIFY OUR RESERVATION, NO ONE WAS WILLING TO HELP.

I booked a hotel in Paris for 3 days in November 2014, but my flight was canceled, so I wan unable to cancel my hotel booking, so was charged for one night. That is OK. But the company has never provided me with any receipt. I called several times, they only sent me the cancellation confirmation, nothing said about 1-night charge, nor charged amount at all. They said "This is our receipt!". I will never use this website any more!

This online hotel agency is very poorly managed and not customer friendly at all. We booked couple of hotels with 6 rooms through the website and it certainly showed breakfasts were included in all rooms. We even had the hard copy of the fine prints saying the breakfasts were inlcuded. However, when we checked into the Raffles in Hainan, the hotel staff couldn't find any indication from the contract or booking that this was the case. We explained and negotiated with the hotel but eventually had to called Hotels.com directly to go over it. Unfortunately the representative there was not helpful at all, and worse yet told us their screen and record didn't show any breakfast there. I asked if we could fax or send them the hard copy we have, they didn't want that - just said they don't have that record andour record won't help either. We won't use this website anymore.

Deal was good, customer service was bad. I won't use this site again.

Reserved 2 rooms through this online service then found out that the website for the hotel itself offered a better rate ($30 lower) with AAA membership. Headed there for my Dad's memorial service - so upsetting enough. Hotels.com would gladly cancel my reservation but will give no refund. They are covered legally because you agreed to what actually turns out to be a no cancellation policy. Will never use this online resource again.

Do not book with Hotels.com. Their customer service is terrible to say the least and they scam you so that you cannot cancel any portion of your trip.

Don't use this site. Appalling customer service. Auto email states reply will come in 24 hours. Weeks later still waiting. No interest from them in the customer. Definitely NOT recommended.

I made a reservation throuh phone the *******851 number and the first agent who pick up my call ask me if which hotel is my preference and I told him I want this hotel in Los Angeles with this price that was on the website with. 2 beds and the agent said that HE CAN do the reservation for me then the line was disconnected I think he hanged up then I called back since I was disappointed I tried to call the reservation and when I talked to the cancelation department I was knew that the previous agent LIED and give me a 1 room and 1 bed that clearly not my preference so I really cancel the reservation because the agent in cancelation department told me I will add a $10 per night to get the room I want and so I did not pay it because it was NOT my fault I went to Expedia and they give the price that I am asking $10 less hotels.com agents are sucks and not trained and such a pathological lier

Thanks

Reuben