Hotels.comReviews 1,049

Hotels.com charged $200 more than the published hotel rate and refused to price match when I brought it to their 'price match guarantee' representative. Will never do business with them ever again.

Hi everyone,
Please lease be careful when using Hotel.com website. I been scammed by those liars. I book 3 rooms and went to the hotel to do the check in after a long day and I been told that they sold out all rooms and there is nothing available. So, when I book online didn't said anything about that and more funny I realised that my dates has been changed for the other month and I end up sleeping in the car. At the hotel I found out that there where another couple with the same issue. So, I thought I may be wrong and I've tried from different devices as well to do the booking for the same day and hotel, and by the time I went to the last step to put the card details I've checked the dates again and that has been changed automatically. After lots of time spending on the phone, and waiting for emails, hear cheep excuses and put the blame to the hotel members who didn't get any money for my booking yet they told me that they couldn't give the refund. Why if I didn't used your service? SHAME ON YOU LIARS! You just fool people. Please, please be careful, don't be fooled by the discounts they offer or you will end up like me. All the very best everyone!

This company is horrible. I have an account with them and found a hotel i liked. I am a Canadian, but it was unclear to me whether the price was in CAD or USD. I clicked on 'my account' and clearly in the corner it showed 'CAD'. I went ahead and booked, and checked my credit card statement later that day only to find that i was charged in USD!
I contacted hotels.com and they said, 'oh sorry, or system must have done that, there is nothing we can do.'
They took absolutely no responsibility for their error, and forced me to pay 30% more by charging me in the incorrect currency.
This is not the first time i have had a false problem with them. Another time I was shown that a booking was 'refundable', and when i went to cancel it, they would not actually 'refund' it.
I tried to speak to them again, and again they took no resposnsiblity.
There only reply in both cases was to say, 'we will call the hotel and see if they will give you a reply'.

It is so frustrating because this has nothing to do with the hotel, it has to do with hotels.com. They are just passing off the problem, and then when the hotel doesn't agree to a refund, they try to act like the problem is a completely different one than we started with, which is their system!

Don't use this website, there are others that are far more honest.

Such bad customer service. Didn't resolve the problem or even tried to, simply said you deal with it. Altinboynuz hotel in istanbul close to Eminonu, such scammers! Their tv's don't even work and the rooms are tiny, dirty and everything is broken. False advertising. Even though it's cheap it's so so bad!

Hotels.com DOES NOT do any of these things...
1) vet their posted property's info (pictures, claims, etc.). So, akin to Brides by Mail Order, there is a disconnect between the pictures and the reality. The property themselves provide the info, this is just a platform. I learned that the hard way.
2) there is no phone number to call, only offshored/semi-trained agents who "chat" with you and there is no happy ending.
3) Increasingly, there is nothing special about their prices. You can use a host of other platforms to do your own research
4) They were purchased by Expedia a while back, which helps explain items 1 through 3 above.
5) The buy 10, get 1 free program is not worth the experiences you will have with 3 of those 10 stays.

Buyer Beware, or better yet, just say Goodbye!

My latest experience is illustrated in the pictures. The first image provided is of the property in Anchorage AK as seen on hotels.com and the other three images are the reality on the ground.
PS, they look better outside than inside.so there you go. "Americas Best Inn" is only "Best" at deceptive trade practices and Hotels.com is their abettor.

PS2, However, if you are into S&M and don't mind boarded windows, or fire damage, and find bed bugs an interesting species to study...enjoy your stay!

I decided to cut my trip a day short. The hotel told me that if I contacted hotels.com and they contacted the hotel, the manager would authorize a refund for the day. This wasn't the first time they had done this. When I contacted hotels.com, they pretended like they could not get ahold of the hotel. I confronted them about lying because the hotel was accessible via phone and then they just sent back a very lame pre-drafted script of word salad. I hate liars. If they had told me 'no we won't issue a refund', I would have been irritated with them. But... they had to go one step further and lie about making an effort and then hide. So now I am irritated and on a war path.

This site does not work. When I make a reservation for a my listing, it redirects to page can't be found error. Issue is happening for over 24 hours. I raised a case with the technical team multiple times and no feedback yet. Service desk is not helpful as well

I made a hotel reservation month in advance. I bought insurance which hotel.com sold me in case i needed or change my reservation.5 days after making the reservation I realized i accidentally make 2 reservations for the hotel. The company will not let me cancel, it now states that my room is not eligible for cancellation under the insurance. I then spoke with the hotel explaining the situation. They approved the refund with out penalty. Hotel. Com refuses to comply in spite of the approval from the hotel. This Company is a scam and should not be trusted.

I recently joined Hotels.com in order to receive "stamps" credits toward a free night. I stayed 5 nights and at the time of booking, it showed on the site, that I would receive 5 stamps. I never got them. When I inquired about problem; I was told that I didn't receive them because I booked as a guest (not sure what means) however, I can clearly see proof of my past stay in my account (see attached photo). So I have to believe that Hotels.com is misleading customers which is bad for business. I haven't been a customer of Hotel.com for very long, but I can tell you I will not use them in the future. It is unfortunate for them because I travel often for work and stay in hotels frequently. Consumers: there are many choices and reward programs available- Choose wisely!

Hotels.com took my money then said I never paid for a booking. Their tech support it worthless and could do nothing to help me. They told me to stop payment in my bank account.

Through Hotels.com, we made a reservation for Homewood Suites by Hilton in San Antonio. Hotels.com rated it as "Excellent", Google reviews gave it barely over 3 stars and Yelp gave it 2.5 stars. However, I was stupid enough to trust Hotels.com and purchased the reservation.
IT WAS A HOTEL ROOM FROM HELL!
The experience made me wonder what was going on between this hotel and Hotels.com!?!?
I will never again book through Hotels.com!

Hotels.com is a complete scam. I've had my children and employees left without places to stay late at night and hotels.com is entirely unhelpful when we've talked with their agents. They will say the hotel wasn't "able to be reached" to avoid refunding you as well. Don't book with them. Avoid the headache.

Booked 2 rooms and paid the extra insurance in case I needed to cancel. Tried to cancel and they refused a refund.
Not my first incident either with these crooks.

I booked a hotel and paid in full only to show up and it WAS NOT PAID. When I showed them I had paid in full, they called hotels.com and told them their credit card was declined.

HOTELS.com credit care was DECLINED after taking my money. They couldn't give us our room until someone at the company sorted out the funding issues which took hours. The front desk told me it happens all the time!

She said never ever ever use a 3rd party site because this is a common occurrence and there is essentially nothing they can do about it.

Hotels.com was not accommodating, would not discount our stay AT ALL and every person I got on the phone was rude and often just hang up because they "could do nothing" like give us a discount for the hours we were displaced.

Please- just don't make the mistake of using this company. They have no customer service whatsoever.

Horrible experience with Hotel.com booking a hotel in Croatia. The site gave a 7.2 rating, but when we got to the hotel it was in terrible condition. Mold all over the room, leaking fridge on the floor, no functioning AC or ceiling fan, dirty carpets, no wifi, run down property with abandoned buildings. I tried to get a refund for months with no success. Negligent and unprofessional customer service. They are just trying to make you loose your patience. I had an answer when I cced the ceo on my email, but they only offered a minimal credit. The worst part is that I had written a scatting review which they never published. They know the hotel is bad, yet they mislead people in continuing to show it on their platform without publishing the bad reviews. They are real scammers!

Booked the hotel through hotels.com, arrived at the hotel and found that the hotel did not receive a reservation at all. So I had to pay again. Hotels customer service calls will never solve the problem. They charged my money without booking the hotel. Many people have encountered the same problem.

Worst company in the world, a total scam!

I had a plane turn around in an emergency and take me back to Puerto Vallarta. I used the Hotels.com app to book a room. It confirmed and charged me for a room (at 11:30pm) that required a 10pm checkin. In other words a room that was not available. I taxid to to the hotel and was not allowed inside. I canceled the booking, and hotels.com still charged me (without notification during cancellation). When I complained, they told me it was the hotel's responsibility to refund me and there is nothing they can do. Their app and service is Fraud. This is not a question of refund policy, this is their app being misconfigured to book unavailable rooms and their refusal to take responsibility for it. Shameful company.

Terrible, tricks people into booking wrong rooms and then tells them they can't stay there and can't cancel their reservation either. Then tries to gaslight you into saying it's your own fault. Completely insane business