Hotels.comReviews 1,049

I reserved to separate hotels the Radisson hotels and extended stay of America for Medcalf I end up keeping the Radisson but I canceled out the extended stay and they never did cancel it for me so it charge my account and now they saying that I don't get my money back because they made a mistake the worst business ever.

Booked a hotel night with hotels.com their site said 18 and older. When my 19 year old daughter got to the hotel they said 21 and asked her to leave AT 11:30 at night!. With no place to go, she may end up sleeping in her car! Hotels.com takes no responsibility and I actually had to argue with them to get a refund for the room since the customer service person didn't really speak english... PATHETIC CUSTOMER SERVICE!
NEVER USE HOTELS.COM. I WILL NEVER USE THEM AGAIN! SHAME ON YOU!

It's been my worst experience with refunds. Not only didn't have complete $ money they already charged but tried to bribe me with a coupon with less of what is owed. In my vacation in Hawaii they charged complete booking and didn't returned what they say it was charged by the hotel. Hotel didn't get any money bcs we cancelled weeks before making it there. Now they blame each other and nobody wants to give the complete refund. And the personnel of hotels.com said it was doing everything possible and it was our fault not receiving an email confirmation, supposedly to 5 times trying and suddenly giving us a coupon for next booking that one get in less than seconds to our e mail. Tack tics but reviews goes faster than what they think. Hotels.com owe us $

Avoid! Cancelled within timeframe and still charged.
72 hours to wait for just an answer and the it's 10 business days if they agree to pay back money. Even though I've sent proof of cancellation.
The money should not have been taken, hotels.com forgot to inform hotel. They have tAken no responsibility for their error.
3 hours on phone trying to sort out!

Booked a room through them, the photos show all rooms with mini refrigerator which we require for medical equipment only to be told I would have to pay extra for one. The tub can not be used for a bath only a shower, due to medical disabilities I can not shower my son or he will drown as his face is always skyward so I was unable to bathe him. Hotels.com said this is my issue. We travel a lot for medical care and conferences. Never again.

Hotels. Com is a fraud. They confirm a reservation, give you a confirmation number, then when you show up at the hotel, there are no rooms. Then, THEY STILL CHARGE YOUR CREDIT CARD.
When you try to rectify the situation, you cannot call them and their "virtual assitant" is some computer that would put you into a circular hell. STAY AWAY.

I knew I was moving across country 4 months prior to leaving and so booked my hotel rooms in advance of leaving and received emails telling me my rooms were guaranteed. 30 minutes prior to arriving at The Canyon Country Inn the day after Thanksgiving 2022 I was told that they didn't have a reservation for me and they were booked and couldn't offer me a room. When I told them that I had a confirmation number and guaranteed I was told I shouldn't speak to them that way and hung up on. I contacted hotels.com and was told I would be charged a penalty for cancelling at the last minute and I had to use my time making sure I wasn't charged a penalty for a room that I was guaranteed and didn't receive. The hotel broke their agreement and I was left scrambling at the last minute to find a room the day after Thanksgiving. I was told at the hotel I booked a room in that The Canyon Country Inn is known for doing this to travelers...and yet hotels.com continues to allow people to book with them thinking they have a guaranteed reservation. I wouldn't trust this company again.

On Tuesday November 8th we made a hotel reservation through Hotels.com for the Thompson Chicago Hotel for one night. We have been using Hotels.com for years and have an online account with them. We were signed into our account and had a free night (value of $308.50) available to redeem. When we went through the hotel booking we selected "redeem free night" at checkout and saw the total cost of $409.73 reduced down to $101.23, reviewed the information one more time to make sure everything was correct, and submitted payment. That evening at the hotel we received a confirmation email from Hotels.com that showed we had been charged the full amount of $409.73 instead of $101.23. We immediately called Hotels.com to correct this mistake and they said that we were "not signed into our account and didn't redeem our free night". They said that our reservation was not showing up under our account while we were signed into our laptop and seeing the reservation on our account while on the phone. They insisted that they did not see the reservation under our account and there was nothing they could do. We asked them to escalate the case to another team since clearly there had been a mistake. Since then we have called Hotels.com multiple times trying to get this resolved and asking them to refund us the amount we were over charged ($308.50) since there was a mistake on their end with this reservation. They insist there is nothing they can do despite our attempts to resolve this. We feel our request to have them correct what clearly was an error with their system is reasonable and are only asking for a refund of the amount we were overcharged ($308.50) since we redeemed the free night, but their payment system charged us the full amount of $409.73. The reservation still shows up under our account even though they keep saying that we were not signed in or using our account. Extremely upsetting and their use of free night reward system seems like a big opportunity for situations like this where they overcharge customers and then tell you "sorry you weren't signed in".

What a rude arrogant live chat operator i got when i tried to price match a hotel he refused to put me in touch with a supervisor because he did not think me asking for a supervisor was warranted or to escalate the matter i asked for a copy of the conversation, he said no told me i could not price match until i book it rules are there i understand that but for something so simple he made it so much more harder than it should have been, The sooner people stop using the middle man and deal directly with Hotels Airlines etc. the better we will be avoid this company and yes the Hotel did give me a better rate than you offered,

Hotels.com was running an extra stamp promotion, when making a booking before 11:59 PM of Oct 17th 2022. Promotion (RWD1022) We booked our trip on Oct 17th 2022 at 8:04 PM, loaded the promo code into our checkout and it showed the extra stamp as per the promo.
Once we clicked on the Book Reservation button it gave us our booking but the promo was gone from the paperwork. We figured it was all good and the extra stamp from the promo would show up after the trip. Two weeks later after our trip the extra stamp did not show up. We then contacted Hotels.com customer service and notified them of the situation, the customer service reps disconnected from us twice. The final guy we spoke with said there was nothing he could do. I alerted to him the fact that whatever happen during the booking process per their website was either a malfunction on their end, a bait and switch or possible fraud. I produced all the paperwork from our booking and promotion and he still declined to help.
I understand this is not a huge issue, just upsetting that we were cheated and no one at Hotels.com cared. We hope others do not share the same fate when using promo codes with Hotels.com. We still retain all our paperwork from the incident.

Hotels.com won't stand behind your reservation if hotel doesn't want to give refund. I reserved a room at a Travel Lodge in Terre Haute, IN last night, The room was horrendous, sheets pillows were yellow. The non-smoking room reeked of smoke. The TV didn't work. The place was disgusting. Roach hotels behind the TV cabinet. Masking tape over the outlets to keep in wall. I went to front desk and said I'm not staying. They denied refund. Hotels.com gave me a $12 coupon to use through their site. What a joke. I wonder how many people get scammed by this place. Take reservation, give horrible room and amenenities and guest leaves or spends a night in hell. I left. I travel a lot and this had to be my worst experience ever. DON"T STAY HERE. 1 Star is too high of a rating. And shame on Hotels.com for listing this hotel.

Hotels.com is a scam and you get stuck in an endless loop when you are trying to get customer service. You are sent to horrible hotels that misrepresent their facilities and Hotels.com keeps your money because they know that you can't do anything about it. SHAME!

They charged me more than the hotel would had charged their normal customers at late hours while in the same breath saying they had saved me 25% discount. Hotels.com is a scam site. They do not offer lower fees.

You would be better off using another website to search for hotels. In general, hotels have more generous cancellation policies than if you book through this site. I recently needed to cancel, and I hadn't read the "must cancel at least two weeks in advance" deadline, so I had to pay for the first night's stay. The hotel cost was inflated due to an event in the area, so it was a painful fee to bear. There was no wiggle room to avoid the fee. If you must use this site, be very aware of the deadlines!

Hi, my experience with the best price guarantee is a scam.

I booked for 8 nights in Cali, Colombia, already knowing the price with another website for the same type of room and same dates. I did it because for each 10 days booked with them you get one night "free".

As soon I booked with hoteles.com I requested my price guarantee, sending the screen shot. They said they need more info so I sent 2 screen shots with all the information they requested. Also I sent the link to the website with the lower price.
They never answered and I had to write again after more than 1 week later. Now that the dates are close, the price has increased and for a magic reason, now they can see the price.
Definitely this is a scam and this will be the last time I have a deal with this enterprise. I will try to get my free night and wait for what happens.

Booked a room for 5 nights through hotels.com, confirmation email received and checked hotels.com app, all confirmed. Arrived at the hotel on 8/10/22 and no room booked, attempted to contact hotels.com and no answer, automated system now not recognising the booking ref! What a joke! I travelled with my elderly mother, hungry and tired at 21:30 we needed a place to stay, hotel staff were amazing and booked us for 5 nights, local rate, so yes we had to pay again. Attempted to contact hotels.com again and unable to get through the automated system. Will never book through hotels.com again nor will we recommended to friends or family. This company is a sham. They are trying to scam as many as they can, without getting caught!

My spouse and I wanted to celebrate our 45th anniversary at the Sahara as we have been there 12 years before. We had heard it was remodeled. Upon entry to our room we discovered the rooms were about the size of a cruise ship room. The room contained two double beds and such little room in between that you had to walk sideways to get around each other. The bathroom contained a nice shower and toilet with only a slim attaché stand for your towels. The sink was hidden behind a mirrored door adjacent to The bathroom. The accommodations were not anything spectacular and our first two nights were quiet. However, on our anniversary night and last day of stay we were kept awake till 3 AM for a Latin pool party where the music was Booming so loudlyThat it reverberated clear up to the 12th floor where we were. I was told by front desk, pool manager and Director of entertainment services that although the pool is on their property they have no control over the volume of the music. No one advised us that this is a regular attraction every Friday at the Sahara. So, I would advise you not to stay here at least on Friday nights if you really want to get any sleep. We were hoping management would accommodate us in someway other than to tell us they were sorry.

I would give it a 0 if I could. This service is a scam. They booked the room, but I made a date error. I needed to stay the prior night. The Hotel said they had rooms the prior night but I needed to call Hotels.com. It took 45 minutes and they finally said they would change for no penalty, but they charged me $22 more anyway for no reason, claiming that the rates had gone up in the two days I booked it. They claim they issued a refund in 7-10 days but I doubt I will get it. This is sharp practices, and they have terrible reviews.