Hotels.com Reviews 524

Should have read reviews before using site!
First time using hotels.com
Turned up at hotel after day working away only to be told don’t use hotels.com?!? And fully booked had to spend an hour getting refund customer service ok but come on ! You book and expect it booked
Used booking.com my usual app with ease and managed to get accommodation for the night thankfully I was nowhere remote!

Booked a hotel on hotels.com, turned up at 10pm to be told they don’t work with hotels.com anymore, have no booking and are fully booked.

Hotels.com customer service is useless and said they cannot contact the property so cannot process a refund. I spend thousands on hotels for employees and will never use them again, let’s see how booking.com are.

They advertise instant savings with rewards. I have a reward night, locked which “will be available soon …it might take 35 days”!!
It takes much less to check that the payments went through, which btw take less than 35 hours to process. What a coincidence that I won’t be able to use it for Christmas, when profit can be higher. Very dishonest. “We cannot review this any further”. Sounds very much like “tough….is your problem”
Same scenario has occurred before when customer service has proven absolutely useless, even borderline insulting, at times. Unwilling to help, and you get a different person answering to each email on the same tread. They contradict themselves and they don’t pay attention or do a proper investigation.
The android app was working so well until few years ago. Then it all went crazy. Not everything works at the same time and it’s less user friendly (and I am computer savvy, it’s my job) The response to my claim was “you can still book through the website”. I had to decide whether to feel insulted by or sorry for the stupidity of such a statement.

I must say that the online chat is much more helpful and professional, and things usually get sorted, as long as they don’t have to resort to the higher powers of Customer Service, then the rest is history.

I have booked my next holiday through a different site, reward or no reward. Tough….

I recently had a frustrating experience after booking hotel for few change and amendment. I booked room on hotel from this hotel.com for my son’s birthday.
Due to my urgent and important work I have to cancel. While cancelling didn’t realise non-refundable and second just typo error I was with my child. I know it was my mistake.

Then I requested to reinstate my booking for same day or other day but they rejected my request .
My money is gone without staying hotel.

In conclusion my experience with hotel.com was far from satisfactory. The service is stressful than enjoyable. I would caution others to explore alternative booking platforms to ensure a smoother and more reliable experience when planning their accommodation.

Can honestly say I was a bit skeptical about booking with hotels.com after reading all the bad reviews but after recently having to change a booking in New York at very short notice ( on the day) they couldn’t have been more helpful ( Haidy) even contacted the hotel on my behalf to ask if they’d waiver the cancellation charge and request a full refund even though I wasn’t entitled to it, this was agreed and immediately put back into my account.
Will definitely be booking with them again in the future 👍

Wish I had checked here before I used them. Hotel cancelled booking due to flood damage but Hotels.com failed to inform me. Only found out a few days before the trip. Contacted them and they say they had not been informed -I actually have a copy of the email so that is not true. Still awaiting a refund. Will never use them again.

Dreadful company absolutely useless. They were unable to chase a refund due 23rd October confirmed they had contacted the hosts regarding my refund I think they were being economical with the truth they hadn't bothered. They are a vile company. I'll never use them again. They don't deserve one star. Lost money as a result of their incompetence. I'm very upset customer service has gone down the tubes nobody can be bothered. An awful attitude.

I’ve had money taken from my account by this company and I’ve never used them. I’ve tried every method possible to contact them but without a booking reference I can’t get through. I don’t have a booking reference as I never made a booking. Absolute scam. Obviously someone has committed an offence but there is no complaints email route. I live in the UK. If anyone can help please leave details in a review. I will be putting this across their social media if I get no response.

Could have given zero star if possible. They steal money from you.

I booked through hotels.com and the money they charged was higher that what the hotel provided a VAT receipt for.

The refused to provide a refund for the difference or provide a VAT receipt for the difference.

If anyone reading this review is from HMRC - please take a note of this as I suspect they are doing a VAT fraud by not paying VAT on these differences.

Only gave one star because I had to. Booked a hotel through these people Risley Hall Hotel near Donnington. On arrival we were met with the hotel is closed, had a floor, did you not get an email? Left with nowhere to stay for two nights, after several phone calls I managed to book somewhere else. I wasn't unable to contact Hotels.com and eventually when we got back found an email address and contacted them. Their response we will contact the hotel and get back to you. This was 2 weeks ago. Have just emailed them again and asked for our refund. Apart from the stress and hassle of being left without a room for two nights we are now out of pocket. Wouldn't recommend using these people, they are uncontactable and when you do manage to get through via email very unhelpful.

Didn't get the room I booked for, hotels.com were terrible with customer service

We booked an OYO hotel through hotels.com. The hotel cancelled at the last minute and hotels.com refused us a refund because they couldn’t verify with the hotel that it had been cancelled. I spent an hour on the phone to OYO (also a chain to avoid) and eventually got an email from them to confirm they had cancelled it, even then hotels.com refused to refund us. I then had to spend more time on the phone until eventually we had a refund. We won’t be using hotels.com again,

Extremely unhelpful when their systems caused problems with my booking. Reverting to booking.com

I have used Hotels.com for many years for both work and personal travel and will not issues until now.

I found that my last booking had been charged twice, once by the property and once by Hotels.com

The initial conversation was helpful, they had advised that it was the properties responsibility to refund me and they would follow it up.

However after several attempts no refund and case closed according to them. No explanation nothing.

Disgusting and disappointing. Won’t be using them again.

Hotel booking cancelled 8 months before trip, in accordance with T&C's (which gave us up until a couple of days before hand to cancel without any costs) and e-mail received to confirm booking cancelled and no funds due
Hotel took the money from card and Hotel.com refused to action this as it's apparently upto the hotel if they charge, and they can do nothing about this, even though had original booking and confirmation e-mail confirming that no funds due.
Absolute thieves who have no interest in customer care, and are happy to be complicit in money being stolen from you
Avoid at all costs - you've been warned

I booked an apartment for 2 nights in Blackpool, said luxurious accommodation, got there and it was like a crack den, filthy unsafe and not fit for anyone to stay there, complained to hotels. com to get a refund, back and forth with emails for over 2 weeks to be refused, instead they gave me £50 credit for another booking, I told them I wasn't happy as I paid £252 for the filthy apartment with drug paraffinalia lying next to a baby's pushchair, said it was unsafe for us, especially with kids and they said there was nothing more they could do.
I think it's shocking that they advertise places which look like genuine lovely apartments but are nothing like the photos they have on website it's filthy unsafe and not fit for a dog to sleep in, it's false advertising and wrong, taking people's money when they know what the actual place is like because there are loads more reviews stating the exact same concerns as me, should be ashamed being a worldwide company.

This is the response you will get from hotels.com if a room booked at Prince William
Hotel in Paddington, with them has no window that opens, no air running through it, a television that does not work, a toilet seat that you cannot sit on and a pubic hair on the shampoo:

This is the actual response:
We’re following up on your request for us to reach out to Prince William Hotel and ask if they could issue a refund.

Unfortunately though, I just called the Prince William Hotel to make the case for your refund. I pushed for flexibility, but since your booking was non-refundable and doesn’t allow any exceptions, they’re sticking with their policy and won’t issue a refund.

We know this is disappointing. We always advocate for more flexibility for our travelers, but properties have strict policies and there's nothing more we can do.

Please reach out if you have any additional questions — we're sorry you've had a frustrating experience, and that we can't help more in this case.

Sincerely,

Judy Ann Z.
mnljzaragoza
Hotels.com Customer support team

Dishonest business - they charge VAT but don't actaully pay VAT toHMRC. You find this out when you ask for a VAT receipt.

I always go to Hotels.com when looking for a stay either in the UK or abroad and usually find somewhere fairly priced and suitable. I recently had a query regarding some missing Reward Nights and I got excellent help from Joanna and her supervisor (Jasmine?) in Customer Relations, so very happy with the whole Hotels.com service.

Terrible company. Not only misled me on the hotel description but they failed to publish my review which is why the hotel is scoring so highly. How can you take the feedback at face value if they only publish the positive ones. Never again will I trust hotels.com