Hotels.comReviews 1,049

I booked a hotel room through this site which showed a two room suite at the Embassy Suites in Niagara Fall, ON. The picture for the room on the hotels.com website showed a wall of windows showing the entire Horseshoe Falls straight out the front of the window. Upon arriving, the "view" was the side of a green high rise next door. If one smashed their face against the window and turned their head to the extreme left, the falls was visible. Also, they showed as part of the deal a $30 voucher for a meal. When I checked in, there was no such voucher. I ended up paying a large amount for an upgrade to be able to see the Falls. I will never, I repeat, never book through them again. I was told at the front desk that all rooms booked through hotels.com and expedia.com get the "green building view." It was a rip off. The hotel itself was magnificent.

An employee used the company credit card to book a hotel. They charged the card without the correct name or billing address and refused to tell us who the reservation was for. We had the dates of stay, amount charged, hotel and itinerary number and not one person would tell us the guests name. After calling multiple times and speaking to a supervisor we finally had to dispute charges to find out the guests name. They claimed to be protecting confidentiality but someone should have thought of that when they charged our CC without the correct name or billing address.

Tragic! The booking information you recieve lack lots of information. They have cheap hotels, but when you arrive the hotel... be prepared to spend more on the hotel that you diden`t were ever prepared to spent. Would not be suprised id they goes bankrupt!

Hotels.com won't let you post honest reviews of hotels if they are negative. We recently stayed in a hotel that had blood on the comforter and were moved to another room. The 2nd room had dark human hairs all over the pillows. Hotels.com refused to post two attempts to report this honest account of our experience (there was no swearing, no posting of pricing info, no websites...)--I abided by their posting rules. This makes me HIGHLY suspect and distrustful of any hotels.com review. I will not be using hotels.com to book hotels in the future because I can't trust their reviews!

WORST SITE EVER.
Booked a room at a dinky hotel in Portland OR because my sister had a stroke. We arrived at the hotel at 2am (obviously a spur of the moment trip) and the lady told me i only reserved a room for one person, so it would be $10 EXTRA for another person to stay. I clearly reserved the room for two people, so i demanded a refund. After being on the phone with hotels.com customer service for an hour, and being hung up on TWICE. The hotel manager refused to even give us the room for one person, stating that she didn't have any availability anymore. We stood by the night window the whole time, no other customers came and took our room. We were going to get charged for a room that we couldn't even get! I had hotels.com call the hotel manager for a THIRD time and that is when the hotel manager finally said she would give hotels.com a refund so they could refund me. 68$ for a one bed hotel room, that looked like prostitute and drug nation? No thanks. The customer service rep (who was also the "supervisor" on duty) told me a cancellation confirmation AND refund confirmation would be emailed to me right away. 9 hours later and still NOTHING. I WILL be calling them back to get my confirmation AND if i don't get my money promptly i WILL be filing a lawsuit. NEVER use hotels.com and NEVER stay at Portland Value Inn & Suites. TERRIBLE service. We ended up sleeping in the hospital lobby. To say the least it was an awful ending to a very stressful day.

I was going on a business trip and however I normally use booking. Com which has been always spot on, I decided to use Hotels.com for the first time (and guarantee you will be the last). I received a confirmation email with the following statement (Thank you for paying using your Visa ending in XXXX. Your booking is guaranteed.) I printed this email and headed down south in the evening. After a long day at work and a long trip I arrived at the hotel to be told my booking has been cancelled by hotels.com! :O :O :O I checked my bank account and found the money taken then refunded for no reason! I spent almost an hour trying to get to customer services and after a long hold I got a guy who transferred me to what he called customer care which turned to be an auto answer machine (probably set up for naughty customers :/) the second, third and forth person I called did exactly the same.

I still couldnt get a logical answer from hotels.com why did that happen and how come they did not call me to notify me of the cancellation that I didnt request in the first place.

Moral of the story, hotels.com never again, even if the hotel is free! Painful night, horrible service, unhelpful customer care. It couldnt get any worse

I was so dissappear and truly upstairs with hotel. Com. They booked me in the most disgusting filthy semen stained roach infested hotel.it was a gay sex hotel which is fine except I was a single woman traveling alone and arriving late at night.it
Was scary and horrible. I never should have been put in there. Dont use them when I called with my concern they hung up on me twice. HORRIBLE!

Attempted to make a reservation, and was disconnected before the transaction was done, I call back and he cant transfer me to the agent I was working with. I give him all the info again, he puts me on hold and disconnected again. I call for the third time and was promptly hung up on. I call for the final time and the rep says no problem! And gives me a price that was double the original price I was quoted, I ask how the price changed within 5 minutes from my first quote and his reply, "do you want the room or what". I respond with not for that price and not with that attitude and I hang up. He actually called me back to ask why I didnt want the room... Seriously! I am quite happy after reading the other reviews that I was hung up on!

I am filing this compliant against Hotel.com so that others do not have to go through what I have been going through. I cancelled a hotel room back on 7/25/14 and still have yet to be reimburse on my credit card. I have experienced being placed on hold for 1/2 hours at a time with Customer Service Representatives to be told that the refund has been issued and to contact American Express. This whole experience has been a nightmare and I am still waiting for my refund. Here it is 10/6/14 and I was supposed to have been reimbursed back on 7/25/14.

Good evening,

I made 20 reservations via hotels.com without any problem. After the 21th I have got some.
The guesthouse in toronto cancelled my reservation 3 days after it has been made. 5 months after the same guesthouse has stolen money from my creditcard. What does hotels.com do?

1) on helpline they tell me I should write them an e-mail and that they cant help me - and I
Should contact the property, not them.

2) on my 7 complaints already is noone answering or as for now they tell me the same
That I should contact the property - guesthouse - and that its not their problem because
The reservation has been cancelled by the guesthouse.

Never again. Dont book here anything!

Hi all,

PLEASE STAY AWAY FROM HOTELS.COM and SEAT MIST RESORT(CASA SEA SHELL RESORT) GOA

Never ever use Hotels.com for booking. You will regret and spoil your whole holiday.
This is just another portal created by Expedia. They dont care for their customers, and
Will not pick up the phone when you really need them.

I booked Sea Mist hotel via Hotels.com and it states that it has a continental restaurant, and
A bar, but in reality its an under construction hotel. Having being taken over by the new owner
He is using all old bought over materials, the reception is being run from one of the guest rooms
Like those dharamshalas in the olden days. And I paid 22,500/- for it for a 3 night stay.

When I called hotels.com customer care. They did not pick up. Later I was able to talk to an
Support guy, after returning, and he said "thanks for the information, we shall update the website".
I am doing some social service by paying that huge money to get this kind of treatment. I assumed
That the information means I will get breakfast, or atleast milk for my infant, but the customer care
Executive very politely says "its not written in your voucher that breakfast will be provided"

PLEASE STAY AWAY FROM HOTELS.COM and SEAT MIST RESORT(CASA SEA SHELL RESORT) GOA

--
Ashutosh datta
Oct 2014

I really think Hotels.com is The worst company I have ever used, I booked the Royal Hotel at Bournemouth with them on arrival there was no room available. I have phoned and emailed them lots of time but still no discount voucher as promised. Do not use this firm, you have been warned!

Overall a good site to get decent deals, but I have been screwed twice.
Once in Mexico (hotels.com charged me and so did hotels.com)
Another time travelling in Spain, I had paid for hotels.com and received a confirmation code, but the hotel in Palma De Mallorca refused to honor the code, so I had to wait until 7am while waiting in the lobby! I never got ANY compensation.

On the positive side, I was invited to a focus group. I got paid $150 to eat free food and explain my experiences.

I know for sure hotels.com does not publish negative reviews. I have booked an expensive room based on stellar reviews - it turned out to be a nightmare - I would not pay 10 USD for it. Upon my return I have written a review - which said exactly what happened. They have never published it. The review was phrased in a civilised manner so no reason not to publish it basing on the wording. I will never use the site again. Not trustworthy at all.

Was on the phone for two hours with 4 different people at hotels.com because I was booked into a smoking room and had required a non-smoking room. They were very unaccomodating and did not care about me or my problem. They sure said I am sorry a lot of times but certainly did not mean it at all. Did not care that I was on hold for so long nor did they care that I did not get the room I requested but instead kept giving me numerous excuses and blaming the hotel for the issue not them when I clearly booked and paid for the hotel through their website. Will never use them again and would not encourage anyone to use them for anything.

Hotels.com was very unhelpful. I booked a room from their website and upon arrival at the hotel the hotel was clearly not the hotel in the pic I called hotels.com they told me they wouldnot refund my payment and that iit was my own problem I will NEVER use hotels.com again they do not care who they advertise for on their site. This place was absolutely disgusting!

I would give it zero stars if that was an option.
I reserved two nights stay and had a family emergency, so I tried to reschedule and hotels.com was unwilling to work with me. I'm very disappointed and will certainly not use their services again.

Bad. When I first booked a hotel through Hotels.com when I was at the time 18 years-old the website put out false information for the age requirement to book; available to 18 and older. I got to my hotel that evening to be turned away because their age requirement was 21 and older. Now being 19 years-old, today was the second time I booked through Hotels.com, I called the customer service line before booking and was confirmed that the hotel in interest was available to 18 and older, with a recorded confirmation through their customer service system *******503) I booked the hotel for its price. Having the doubt nag me I decided to call the hotel after I booked to assess the possibility of the age requirement being a minimum of 21. SUPRISE. 21 and older is the requirement. Not to mention with the purchase of the room it is a non-refundable deal and with no cancelation. The only thing I could do was settle for an agreement to have my mom check me in. This is the only thing that kept me from being able to check in to my already purchased room.
For anyone who is between 18 and 20 PLEASE call the hotel of interest for a age check requirement before booking, because Hotels.com gives out false information so even if you are 18 they will allow you to pay for the room even if the hotels requirement a booking/check in of 21 and older. So disappointing. I don't recommend anyone of those ages to trust the websites information.

Made a reservation back in April for September. Plans changed late in the game, so I called the 1-800-number to reach customer service and modify my reservation. Their system was slow and not loading up like it should so I recommended that the agent contact the hotel property and ASK if it were okay for ME to call directly and change the reservation. Well she went ahead and cancelled the reservation through the hotel and got back on the line with me and told me that she cancelled it and would issue me a refund. I told her that I had already stated that I wanted to call the hotel, and that refunds take forever from this site. Now I have a refund in limbo and lost a room, when I only needed to change one day of the reservation. They act like they could care less and just want to get you off the phone.