Hotels.comReviews 1,049

I recently had an unpleasant experience with hotels.com and I feel compelled to share my story to warn others.
I booked a room in Georgetown Residences by LuxUrban Washington and received a confirmation number. However, I later received an email claiming that my credit card was supposedly declined. This was odd since my card wasn't compromised and there was enough money in the account.
Subsequently, I received an invoice from hotels.com, urging me to pay it to confirm my reservation. The invoice seemed suspicious, as it was issued by a dubious legal entity in Miami. Due to my suspicions, I decided not to pay it and canceled my reservation. I then booked another hotel through a different service.
Unfortunately, the next day, money was withdrawn from my card for the previous booking. When I contacted hotels.com, they assured me it was a mistake and promised to return the money. However, within a few days, the same amount was withdrawn from my account again, despite the previous claims that my card was declined.
I ended up having to report the issue to my bank as fraud. Thankfully, they returned the money to me. Based on my experience, I would strongly recommend avoiding hotels.com and using alternative booking services to ensure a hassle-free experience.

I have submitted a review with zero rating for atrocious customer service and disgusting hotel stay.

We arrived on 25/3/23 and checked in at 3.45pm. The bathroom had not been cleaned with faeces in the toilet the shower was not draining and water was leaking on the floor so that I could not use the shower. I would have had to wade through dirty water. It was a health and safety issue as I am disabled and could easily slipped in a pool of water with no mat in a slippery surface.

My husband went to inform reception only to be told that the hotel had no maintenance staff over the weekend and sent him away. I went to speak to reception to tell them I couldn't use the shower and the safety issue and we were trying to get ready to go out.

The man on reception with dark hair, beard, moustache was immediately aggressive to me and started yelling that I was accusing him of purposely blocking the shower! I never stated anything like that. I simply needed the facilities usable that we paid for and suggested we are moved.

I cannot believe a hotel of that size taking in the money they charge have no maintenance staff.
He was disgustingly aggressive stating we could only have a twin room. I said this was not what I had booked. He yelled at me in front of other guests accusing me of threatening him because I wanted to escalate the complaint. He suggested my husband take a look at the room whilst he continued his aggression on not having maintenance staff.
I said if you expect us to stay in a sub standard room we expect compensation. He then yelled at us to leave and he would refund our money but less value than we paid yet it's the hotel at fault! When my husband returned and I said they want us out and the refund means we lose our gift voucher the man suddenly decided he had a double room available. We accepted only to find a disgusting dilapidated bathroom.

I am going to also take my complaint to the Health and Safety Executive, Consumer Arbitration, CEO of Coast and Country hotels and the Hospitality Council.

Under the Equality Act I was treated differently as a woman who is Asian and disabled. He took immediate dislike for one or all three of those factors and tried to throw us out when we complained.
What other reason was there to abuse guests and intimidate in front of other guests? The hotel and staff need to be reprimanded.

It takes years to build up a reputation and seconds to destroy it.

I want a full refund, the matter escalated to the Manager of the hotel and an explanation of why we were abused and told to leave when we complained. It's absolutely disgusting.

I was charged by Bookings.com and the hotel City Express in Ensenada. Very let down by this service.
My experience was that the hotel staff said they had to modify my reservation, but that was a ploy to double charge me. The hotel staff actually canceled the reservation on me, not modified it to add an extra night. Bookings.com will never assist you in resolving this since as you can see by the low ratings. My guess is the hotels have to rip the clients off to offset what bookings.com / hotels.com does to them...

I decided to use Hotels.com to book a birthday trip to New Jersey. My hotel stay was over $400 for a three night stay. Due to weather, we cancelled our trip because we knew that there would be delays. I contacted Hotels.com who called the hotel and the hotel refused to refund my money. Hotels.com does not stand by their customer. I do not understand why we use their service if they are not going to fight for the consumer. I do not think the rep even called the hotel because she returned to me a minute later. Ended up losing this money. Do not waste your money using their service. There were delays at the airport just as I thought there would be and I was glad that I did not go but I was upset that I lost my money.

I would not recommend booking with them at all!
Don't even trust they terms and conditions! I had 8 rooms booked for more than 300e a night and for couple nights! I was only looking to cancel one night and guess what even in the TERMS AND CONDITIONS stated FREE CANCELATION they never did it!
Agents would answer phone from whatever they are and would not listen and always would repeat the same no matter what.

The site booked the wrong hotel in a town far from the destination. When I called in I waited for more than 20 minutes and then my phone died. They refused a supervisor for atleast 10 minutes.

We booked a trip to Boston. We needed to cancel it due to my husband's illness. Maria Rosalie was very helpful, efficient, and professional as she called the hotel property, spoke to the manager to explain our issues, and got a full refund. I know Hotels.com often gets a bad rap for being impersonal and not as helpful as the hotel itself, but I found just the opposite. She listened, and she cared. And I appreciate it. Thank you, Marie Rosalie.

I have used the service for many years and never had a problem. This time around they let me down. I booked a hotel and it said I would be charged upon arrival. I didn't really think much of it. I arrived to the hotel and could not check in. There was no staff, no clerk. Another business in the same building told me I should have been emailed a code to the parking garage and a code to the condo. I got neither. I called the number listed on the reservation and Verizon said the call could not be completed as dialed. Other people also tried to call to no avail. I called hotels.com for help. After about 45 minutes being on hold and talking to them, and them also trying to call, we agreed to just cancel the whole thing. They told me no money had been charged. I booked a room on another site. I got home and checked my credit card. I had been charged for the entire booking. I called to ask for help and they told me to get my refund from the hotel. I asked them how is that going to work when neither of us could get them on the phone that day I arrived. They tried anyway, escalated me to another team, and put me back on hold. After nearly an hour, the call got disconnected. They called me right back and said they had emails and stuff for the hotel. I said if they won't answer the phone and cannot be contacted by phone, what good would an email do. So I asked them how can they have partners they cannot contact. They had no comment. I'll never use the site again.

After over 10 years using Hotels.com service, they cancelled all my rewards on a arbitrary date without any notice. That was April 9th 2023 and they move it back first of January 2023. Trying to speak with someone, the service is just horrible and give exactly the same generic answer. Many recent review seem to flag the same problem. Act like they will go out of business soon and want to save a maximum of money on the back of clients. No advantage using them. I'm also using Priceline and they are a lot better.

I booked a hotel room for two nights less than an hour ago. I went to the hotels website and they we 30.00 cheaper per night. I contacted Hotels.com and they had me on the computer for 45 minutes. I had to email them screen shots of the website because they couldn't figure out how. After all that, they said they couldn't refund me the difference. LAST time using them!

On 2/1/23 at 6 pm during an ice storm that knocked out my power, I booked a hotel room through hotels.com. When I showed up to the hotel, not only did they not have me reservation, but they stated they had been sold out since around noon, meaning hotels.com knowingly sold me a booked hotel with no rooms. When I called they refused to refund my money saying I can't prove the hotel was booked. Not only did this happen to me, but it happened to three other people in line with me. Hotels.com takes your money for sold out hotels and leaves you stranded with no room, and no refund to be able to get a room at a different hotel. I don't know why this multimillion dollar company feels the need to steal $130.00 from a single mom freezing during an ice storm. Had I know the room was sold out I could have gotten a different room in time before the whole city sold out.

Hotels.com since 10/3/21 I have been trying to get my issue with a gift card credit fixed. In total I have spent:
-13 hrs and 16 min on calls (holds, transfers, dropped calls)
-Spoken to over 26 different customer service agents
-Have 3 emails stating the problem will be resolved and will show up in my account (still not resolved)
-Written 5 letters without response
-I posted on FB and Insta. You requested a DM, I did and nothing. You responded for image and never followed up
What will it take to get help? When will I get a real person who can fix my issue?
Sharing this experience because I have run out of options and publicly posting is my last resort

Booked a hotel room in Aug. 2022 and needed to cancel in Nov. 2022. They will not refund me and only state the policy is to not refund. They are completely unethical. They are able to fill the room and charge someone else while I am still paying for the room.

I have booked with hotels.com and I want to cancel one of the rooms. I called the property and they are accepting to refund the cancelation but hotels.com is pretending for a week that cannot reach the property. I dont understand how professional liars hotels.com is being Im calling the property everytime I can reach them but hotels.com cannot reach them. They are a big liars the worst company every! Never trust such company.

In November 2022 I had booked an overnight stay at the Sandton Palace Hotel in Nairobi. Upon arrival at the hotel I was told that they did not have a reservation and would not work with Hotels.com. However, I was offered the option of getting a room for cash. I declined this, however, as the whole thing didn't seem very confidence-inspiring to me. That same evening, I emailed Hotels.com Customer Care explaining the situation. After my return to Germany, I also contacted Hotels.com customer service by phone. They even tried to contact the hotel while I was still talking to the account manager. Unfortunately, the hotel was not very cooperative. I then explained my case again by e-mail and after another 2 weeks I received a complete credit note for the costs of the booking as well as a voucher for my inconveniences.
Although it took some time for my complaint to be processed, the matter was dealt with to my complete satisfaction. Many thanks to the Hotels.com team