Hotels.comReviews 1,049

I like to take advantage of award travel, but when I travel it's not always possible to stay withint the same chain. Hotels.com is good: 1) it shows me hotels I have never heard of, that are interesting; 2) their reward program is very good, one free night after 10 stays, and they average the prices, and 3) you don't have to stay with one brand to get rewards. They do charge the money to your credit card right away, but you have ample opportunity to cancel the reservation and get a refund if necessary. They also show more than one type of room for each hotel. My friend and I have been using it for years, with good results.

Not bad assuming every aspect of your trip goes according to plan. My flight out was changed, which required me to wake up at 4am to get to the airport (2 hours away). I asked if it would be possible to transfer my reservation closer to the airport, to absolutely no avail. They put me on hold a couple of times and claimed that they were working on it. The hotel I stayed at couldn't do anything because it was booked through a third party. I can understand that. However Hotels.com wasn't doing anything to help. I ended up having to leave at 4am to get to the airport. NO ACCOMMODATION WHATSOEVER. I would recommend going directly through your hotel, NOT hotels.com or any other third party. Last time I'll ever do that!

They give you cheap prices but when we arrived to the hotel we understand its only 3 stars and we ordered 4 stars the room is very small we will not buy from them again.

Booked for end of December. My mistake after days searching a room, eyes n mind already full of words, I just read this part:

Cancel for FREE right up until the hotel's cancellation window

When I tried to cancel, they charged me for 1 night. Checked the website again, I missed no 2(or no 1? No 2?):
Cancellation policy & terms of booking
Chalet

1. If you change or cancel your booking after 6:00 PM, 10/12/2014 ((GMT+08:00) Perth) you will be charged for 1 night (including tax)
2. If you change or cancel your booking on or before 6:00 PM, 10/12/2014 ((GMT+08:00) Perth) you will be charged for 1 night (including tax)
We will not be able to refund any payment for no-shows or early check-out.

Better make it SHORT? No CANCELATION ALLOW? No REFUND, No CHANGE, No No No...
Say my English ain't perfect but those 2 statements meant the same?
You can put the blame to the hotel's policy but I think a good online travel search engine shouldn't confuse people for big matter like this; simple n clear with little words are better though?
So, bye2 1 night. So sad, 1st time will travel to Perth, starting with bad experience by Hotels.com

On Aug. 12,2014 I decided to drive from Meadow Lake SK to Abbotsford BC - I would require a stop over night accomodation in Jasper. I went online to hotels.com and asked to have a room in Jasper for August 13,2014 for one night. I was informed I had a reservation for 1 night and they would take $199.41 from my Paypal account. When I arrived in Jasper there was no record for me of the reservation and after much searching they found a reservation for me for Sept. 22,2014? I do not have any plans to travel west in September, much less on Sept 22nd. I proceeded to ask the hotel to refund my money and was informed that I would have to go online to have that done. I was informed by hotels.com that they would and did cancel my reservation for the 22nd of September but they would not refund my money. This is extremely poor business practice and I would like the public to know they need to beware of hotels.com. And I would like my money back.

I have been using Hotels.com for all of my stays across the world, Scotland, London, and Rome and have yet to have a problem with the website or the hotels I have stayed in. I was charged before I was supposed to be, but that was a hold from the bank and went away after a few days. I will plan on using them again for my future stays in Ireland and Paris.

Do not ever ever ever use hotels.com
I was unable to login to my account after inputting my u.name and password, after about 35 tries of the CORRECT combination, inspite of resetting my password and then feeding the new combo in so many times, I was still unable to logon! Some stupid technical glitch, due to which I couldn't retrieve my details in time and had to rebook a non-refundable cancellation which cost me USD 150 and they tried offering a USD 10 voucher!,
This is after their stellar response time to my complaint of more than 3 weeks.

This is the not the first time it happened, their customer service response is pathetic, the site is so unfriendly to use compared to booking.com, agoda or even venere, that I wonder why any hotel would continue to do business with these imbeciles. I for one plan to write to every hotel that I am frequent traveller at and request them not to do business via hotels.com

Regards,
Sandeep
*******@yahoo.com

DO NOT BOOK WITH HOTELS.COM
I purchased accommodation, and on check out I selected 'Pay at hotel' as apposed to 'pay now'. The website assured me at check out and for on confirmation "Don't worry, you will not be charged until checking in/out of hotel".
After selecting Pay at hotel. I had $198 (cost of accommodation) withheld on my card the next day. I immediately rang hotels.com and they assured me it had nothing to do with them, and it was my bank or the hotel holding the charge. After speaking with the bank they told me hotels.com had made the hold on my card and had not made any attempt to send confirmation to the bank. (they told me they had sent a confirmation to bank to 'release' my money) It is now the 6th day since I have booked with hotels.com, and I have NOT received my money back. Hotels.com have assured me to wait a further 24-48hours to receive payment. If you want to be stuffed around, and receive false information go ahead and book with hotels.com!

DO NOT USE hotels.com they don't know what they are doing. I made two different reservations with two different credit cards and they charge everything to one credit card.
The stay was for two different families and when I called about the charge they said they couldn't do nothing about it.
I asked to talked to a supervisor and that person couldn't help either. Now I'm stuck with the problem.
I talked to three different agents when I noticed the nights were not correct on the itinerary; how is it possible that neither one noticed the error.
When I talked to the supervisor I told her they needed some training or something; all she said was "I understand"
Apparently they don't understand how te business works.

DO NOT USE THIS SITE FOR BOOKING HOTELS! IS THERE A CLASS ACTION LAWSUIT AGAINST THIS COMPANY THAT I COULD JOIN? I booked a reservation on line the night before a stay. I knew I was going to be coming in very late so the reservation was extremely important. Of course, they charged my credit card immediately. The following day at around 6:00 pm (just before my very important dinner engagement), I received a call that my reservation at the Best Western in Columbus had been cancelled because the hotel had overbooked and was now full. The representative from Hotels. Com was unsympathetic but did claim to have re booked me at a nearby Comfort Inn, When I arrived at the Comfort Inn at midnight, the young lady at the desk indicated that Hotels. Com had contacted her but never sent confirmation of payment. Therefore the reservation at Comfort Inn was resold to someone else.The young lady at Comfort Inn did a fantastic job of finding me another room nearby at midnight, but Hotels.com was completely unsympathetic and unapologetic. They did offer to reimburse me for the cancelled reservation at Best Western... duh! How generous! Oh I was also offered a voucher for a future booking. This all occurred at 1:30 am! No thanks! I am telling every one I know not to use Hotels.com or Expedia because they are the same thing! I hope Hotels.com and Expedia go broke!

I booked one room through this company. They charged me for two. I called to have the second room charge refunded. They said they called the hotel I stayed in and the hotel confirmed that I stayed in two rooms. I called the hotel and they said that never took place, only one reservation was made and charged for.
Hotels.com has a very customer-unfriendly "Customer Service" department that has the worse black hole "service" there is. They gladly offer you a physical address that you can write with your complaint. Do yourself a favor, DONT USE HOTELS.COM DONT USE HOTELS.COM DONT USE HOTELS.COM DONT USE HOTELS.COM DONT USE HOTELS.COM

WHAT A BUNCH OF CROOKS!

For my 70th birthday my wife wanted to spring for one night at a hotel & dinner.
I made the hotel reservation on HOTELS.COM. Holiday, Inn—didn't want to spend too much.
Well, I made a mistake on the little menus that you use to pick the date. I got the Wednesday part right, but I was a week off.
When I called and explained my mistake & asked to change the date—SORRY! BIG PROBLEMO!
They kept my $138 for the date I could not use & I got NADA!
My fault, but Jeez—you think they could have helped an old man!

Booked room and got conformation email back with wrong reservation date. Right away I called them and reported the wrong date and was told no problem but an extra $10 for the night I wanted. Then when I checked my credit card a few days later and was billed for both nights. Called customer service and was told to bad you had a non cancellable room. I am probably not the only one they have pulled the date switch on. Will never use hotels.com again nor would I recommend them to others.

DO NOT USE hotels.com they give you much higher prices then what the hotel is really listed.! I booked the hotel for 2 nights $109 per night my mother in law then decided to join us and she called me to reserve her the room since i was already in the hotel, i went to the front office and got her the the two nights and this is how i found out there were much cheaper then what hotels.com was charging me she was getting it for $71 per night where i was getting it for $109 per night rip off. I have used them before so i called and i wanted to see if i can get a refund and i called costumer service and so rude she told me no she was not able to do nothing unless i can provide some evidence it was 71 per night, that's when i told her i can i can give you my mother in laws copy of what she payed and she then told me no! It has to be on there web page STUPID! She just told me to provide her with a copy so why does she want to see it on the web page. DO NOT USE HOTELS. COM

I wouldn't give any stars if I could. My second terrible experience. We booked our room, our visa card was charged we & received an Email confirmation from Hotels.com telling us there's nothing more we need to do, enjoy our stay. We get to our hotel to check in & the hotel tells us that the hotel.com credit card is being declined & they can't charge the room. I call Hotels.com tell them the situation and they say to me ok pay the hotel & enjoy your stay. I said No I already paid you, you charged my card & sent me Email confirmation the hotel is telling me it's your credit card they have on file is declining. Response is Oh OK just pay. At that point I said let me let you talk to the hotel manager. The hotel manager talked to Hotels.com & said did the customer pay you for hotel room? Hotels.com said Yes customer pay so manager says ok then why are you telling them to pay again? It's not the customer that has to pay it's Hotels.com that has to pay us. 3 hours later we finally got a room. The hotel manager was very apologetic and told us it's not our fault it's Hotels.com and regardless they will make sure we have a room. We will never use Hotels.com again. First Time we had a bad experience I thought maybe it was just one Time so I decided to give Hotels.com another try and I wish I never did. If you want a Good stay DON'T use Hotels.com. If I could give negative stars I would.

They messed up our booking that we did many months in advance and told us about this 2 days before we went, just before the weekend. And they didn't manage to rebook us properly. We ended up in a hotel in a another city and just 1 room instead of 2. The hotel was also a downgrade. Everybody can make a mistake, but hotels.com is not interested in any ways to rectify their mistakes. No refunds etc. Their customer service is incompetent and you just gets shipped around. They uses international call centers (in India, maybe?) and the line quality is a complete joke. Hotels.com don't do customer service in traditional sense. They just takes your money and if they mess up, it's your problem, not theirs. An incompetent and fraudulent company.