Hotels.comReviews 1,049

I've had several issues with them in regards to stamps or refunds for rates changing after booking. Not once with any of my issues has anything been resolved. Terrible customer service

I originally booked through hotels.com and made and error when selecting the date. I immediately recognized the error and contacted hotels.com. Zaid helped and rebooked me the correct night and waived the fee. Or so I thought. I received a confirmation of the change and was billed the full amount of 200.97. The original amount was 166.32. Both charges came through on my apple credit card and I was aware of the charges immediately. I questioned Zaid and he said that the difference would only apply so I was hesitate but agreed to end the conversation with the amounts pending.

I got to the hotel and the room was not changed to the night as agreed by the previous advocate, I then spoke with Edmar. He told me there was nothing he could do and that he would reimburse me for the total of 367.29. I have reference numbers and screen shots of all of this. I was told 7-10 days for reimbursement.

I was reimbursed 200.97 but not the 166.32. I reached out to hotels.com again and spoke with Anne Tonette. She was less than helpful, and promptly left the chat.

I then reached out and spoke with Jitvan, he reviewed the case numbers and sent me to 2nd level support which would reach out in email. I received a canned email with information on my initial reimbursement and nothing about the 166.32.

I am now disputing with the credit card company to get my money back and will never use this third party to book again. It was cheaper through the hotel anyway.

Terrible customer service.

I booked a hotel room Touba Manga Beach Guoadeloupe for arpil 2023 (so 7 months away) I booked this as as Hotles.com advertised free cancellation, BUT it is not the case, I cancelled my room yesterdy for personal reasons and still hotel will kee 50% of my total booking fee. THIS IS NOT UNDER FREE CANCELLATION POLICY.
With all respect this is faulse information and bad customer service. Not going to book any Hotles via Hotels.com again

Since Hotels.com was acquired it drives home the point that bigger is not always better. I used to be able to talk to a human at Hotels.com when I called customer service. I loved Hotels.com in the past. Recently I tried to get into my account. Not only can I not get into my account but they don't have an option on their automated "help-line" to remedy the problem. Automation is one thing but at least make it efficient. After three calls failing to provide an option to provide customer service, I give up!

I have screenshot evidence of the price quoted for a hotel, and was overcharged. The customer service agent at Hotels.com however says they are not authorized to correct the price charged as it is an email confirmation. Dont trust the website..

Terrible customer service - you cannot speak directly to anyone whether it's to make a change or request a refund. You have to go through their automated chat system first. When you finally get to speak to someone, it will not be an American and there will be a crazy amount of background noise with people laughing and joking. If you ask to speak to a manager, you won't get one. I was told on the phone they would issue a refund, then they e-mailed later to say they wouldn't. Tried calling back several times but their phone system "wasn't working at the time, please try your call later." I was upcharged for a change, when I got to the hotel, the change hadn't been made and the person at the hotel told me they wouldn't have charged us for it if we had booked directly with them. $100 mistake. I will never use them again. Plus the hotel with the 4.8/5 rating was a total dump.

The hotel they gave me had people shooting up drugs right outside my room my daughter asked me what are they doing daddy and I just walked back to the office.the Manger didn't find anything wrong with that. Stayed in my car for that night never got my refund back because the hotel manager doesn't respond to Hotels.com I just want my money back I didn't use the hotel and I should of used hotwire but my company I work for to me they are amazing they take care of the managers never again

They made me pay upfront. When I went to the hotel they did not have my reservation. Never saw a refund!

One hotel they matched me up with that had great reviews on their site got shut down a week before my vacation!

The next hotel was absolutely horrid. The pictures of the establishment were 20 years old! When we got there it was much older and dirtier and had every sign of a "no-tell motel".
The door to our room did not physically lock, there was mold in the room and the furniture was soaked in sweat stains and looked like it was picked up off the side of the street. Contacted hotels.com and they gave me a $60 coupon towards another stay but would do nothing to delist this establishment from their site even with my photo evidence. Too many shady matches from hotels.com for me. I would go to ANY other travel site befor Hotels.com!

I reserved the hotel with the app and paid it when I arrived the room wasn't available so I went to another location.the hotel told me they unable to refund because I reserved with app and the customer service for app told me they can't refund and they don't accept it. They don't accept any responsibility and customer they want your money.

I made a reservation thru Hotels.com. I wanted to cancel this reservation and re-book it using a coupon that Hotels.com had issued to me. They canceled the reservation and promised a refund. They then would not allow me to rebook using the coupon. I contacted them by phone and was promised the refund would be made and told me how to use the coupon. I agreed to rebook when the refund was made. One week later I contacted them again by phone and was promised the refund again... nothing happened.

Be very careful when you book with hotels.com. We had a very bad experience last month. We booked a hotel on hotels.com (Hotels Firenze Select Executive in Florence, Italy). When we went to the hotel, we found it closed! All the windows were closed, & no one answered the door. This is a scam! The telephone number is also not contactable! Neighbours said it had been closed for a long time. Watch out! Hotels.com still has this hotel on the website and takes bookings for it! This experience ruined our time in Florence! We are still waiting for hotels.com to refund the money! VERY SAD INDEED!

Beware of their web site and their phone app. I thought I had booked a room and never received a confirmation for 45 days. I sadly assumed since I did not get a confirmation e-mail or any indication in the app confirming a room that it had failed to book. I moved on after 3 or 4 days and booked elsewhere. The booking was listed as non-refundable. I day prior to my flight and after 45 days I received a confirmation e-mail. Customer service was consulted on the day I received the e-mail and they sounded promising. I was told to phone back in a week, which I did and got the run around and a big no for a $400.00 refund.

Please beware of their poor customer service. They do not care and would not escalate my case. I have disputed the charges with my credit card company. They have put a hold on their funds while we try to reason with robots.

I did a google search looking for an available hotel room for one night. Google redirected me to hotels.com. I didn't realize until I saw my credit card statement that this website was in US dollars which made this hotel far more expensive than all the others that showed up on my google search.
I called to cancel once I found out and they told me 'no refunds.' I explained that their site was misleading as it should state that it's not in Canadian dollars when being redirected from a Canadian google search to a Canadian hotel. They told me that was my fault for not knowing it was in US dollars.
After arguing for a while, they said the only way they would refund my money is if I could get the hotel owner to agree to cancel. I called her, she agreed. I called hotels.com to tell them and they agreed to give me my refund.
After a number of weeks, I didn't receive my refund so I called hotels.com again and they said I was lying about the hotel owner agreeing to cancel. They said I'd have to get a written letter from the owner in order to get a refund. They never mentioned that the first time.
After being transferred to different associates over and over, I finally told one of the associates to call her himself and confirm. They finally did and FINALLY agreed to give me my money back. This entire back & forth ordeal with them went on for about 3 weeks before I could get them to refund me.
DO NOT BOOK WITH THIS SCAM COMPANY.

I booked a room by mistake and called within an hour to cancel the room (three weeks out) and neither Hampton Inn or Hotels.com would cancel and refund.

They purposely make it impossible to get a refund. There advertising is all lies! They reset the dates as you try to find hotels mashing it easy to book incorrectly. I contacted them second after a booking for the wrong dates set by their site after I had changed it and they refused to refund me any money claiming they couldn't contact the property. How do you have such shady properties on your site that don't even have appropriate contact info. That is dangerous and seems like a set up to be able to cheat people out of hard earned money. It's better to just walk into a hotel and book something. At least you know some thief in another country isn't taking you for a ride. It's disgusting!

I didn't even want to give one star! I booked a hotel room. My son got covid that day we were supposed to go. So, I cancelled it. Apparently, I should've just taken him because they won't refund my money even with a positive test. The people from the hotel told me that hotels.com would refund the money. They say they have to call hotel. They give you the run around and say, "Sorry. Let me call hotel. They said no". Don't ever use hotels.com. Tell everyone. They suck! I wish I read all of these reviews before I booked with this terrible company.

I recently attempted to book a weekend in Ocean City NJ. Hotels.com provided a number of options for hotels for 2 nights in September for 5 guest. The pictures associated with the room I attempted to book shows two queen beds and a pull-out sofa. However, after confirming my reservation, the reservation showed only 4 guests. I called the hotel 1st and they told me that the room Hotels.com recommended doesn't accommodate 4 guests and I could get an air mattress for $10 a night. But said they do have a room that accommodates 5 guests. I could not change the reservation through the hotel and had to go back to Hotels.com. The only option to speak to someone was via chat from their email. I proceeded to speak to Rodolofo Matias who said they were unable to change my reservation to the appropriate room and recommended i keep my original reservation. I asked for a phone # to call which they gave me *******357. They proceeded to tell me pretty much the same, claiming they called the hotel and were unable to change the accommodations. Needless to say I cancelled the reservation. Called to hotel. Not only was i able to get the appropriate room, I got it cheaper and when I asked if Hotels.com called them about the problem. They said no one called and that all they got was the notice to cancel the reservation. If you have to make a reservation, it just pays to call the hotel.