Hotels.com Reviews 

I absolutely do not recommend this website, I have book 3 nights and I ended paying more than what the hotel actually invoiced. After I contacted hotel.com on how this is possible, they offered me a voucher of 25 dollars (that is less than the invoiced difference) but because customer service does not know how currency works, it ended up to be 25 sek which is approx 2,5 dollars. Although I have told them that this is not the correct currency exchange they just ignored me by wishing me a good day if there is nothing else. I have compared prices on hotel.com, other websites and directly the hotels and by far hotel.com was the most expensive. It was my first time booking with them and it is my absolute last. Horrible!

No help no customer service
Just an husle page....
Hotel.com just robbed me for 6000dkr.

Stay away

The room that i had did not correspond to what i booked. I had to call customer support and they transféred me to relocation service but they had no solution. I have lost 1 hour on the phone with an agent that have a horrible accent (barely understandable). Do not recommand hôtel.com

Price match is a scam,...actual reply on my Twitter request here

"Thank you so much. Regarding the refund of the price difference, we are unable to do this because roomdi.com is one of our competitors. What we can do here is to cancel your reservation. Please let us know how would you like us to proceed. Thank you. "Yedha"

Edit; it was corrected eventually. But that this is their first reply still it sad.

I have requested a complaints policy and SAR's formally online via the chat system as there is no other method of contact.

I spent 45 minutes on a chat Thursday 15/09 and got nowhere. I've now spent 1 hr and 19 mins on a chat and can't even get a complaints policy or escalate my complaint, blocked at every corner and no one will help.

AVOID hotels.com for their shocking service and limited flexibility. Have a telephone number and speak to people rather than dragging them through awful online chats where the staff do not take the customers queries seriously or have the training or knowhow to deal with them.

Sarthak decided it appropriate to be rude to me via the online chat, at the same time as not answering my questions or sorting my issues. It was extremely disrespectful and I will never book via hotels.com again due the dreadful service I've received.

Hotels.com sort it out, so so so so poor

Disgraceful, i booked a holiday in Blackpool through these, got the email confirming, even stating "gauranteed booking" weeks later, the DAY BEFORE we were due to leave i get notification that its been cancelled

Rang the hotel and was told that the rooms were never available to start with and that hotel.com just keep advertising rooms they don't have

Rang hotel.com, customer service?? i was very calm explaining the situation, the call centre employee groaned and put the phone down, this happened twice

Upshot of it is, i spent all afternoon talking with these people, i did get my refund in the end and a very dissapointed family who were packed and ready to go on holiday, i couldnt book anywhere else at such short notice

A few weeks later i booked an overnight stay in Wales, since my last experience i now always book direct with the hotel or use booking.com. Out of curiosity i looked on hotel.com and rang one of the hotels they were advertising, the owner of the hotel was very angry that it was being advertised, stating the room wasn't available and had been fully booked for months

So not a one off mistake. Disgraceful, how are they still in buisness?

Attention: Liz Gorton / Director of Customer Experience
Attention: Scott Weismiller / Vice President of Global Customer Service
Attention: Mark Okerstrom / President and Chief Executive Officer

I write to you in respect of the above, as you are the persons responsible for the "Global Customer Experience Team" for the holding company, Expedia.com. who in turn own HOTELS.com / Vrbo / Trivago.com amongst others)

I must add, "what an experience it has been". The only description that comes to mind is "diabolically shocking".

Personally, If I was in your position, I would feel ashamed and embarrassed. All one has to do, is look at the reviews on every single one of the Platforms / Companies that you are responsible for, and tell me that it's something to be proud of. I think not.

Therefore, as a last resort, to try to obtain finality, I have attached all relevant documentation, correspondence for your attention. Unfortunately, I was unable to get copies of the Voice Calls to your "help Lines" but have managed to get a REFERENCE number to a Voice Call which is in the attached correspondence. I urge you to PERSONALLY listen to this conversation, as it may just assist you with the main complaint and in every review, which is "How not to treat a customer"

In closing, I trust your action taken regards the above, is one of ethics and integrity, which is what the CUSTOMER deserves.

The outcome of the above, will be the TRUE test of Expedia.com's standards as well as your abilities to perform your duties, as per your titles you have been appointed.

I await your response, with much doubt I must add. Prove me wrong.

--
KENNETH SAVERIO BISOGNO

My story starts with booking a private holiday trip for the 5 members of my family to Croatia. I rent a car and buy plane tickets, as well as rent a villa for the days 20-28 July via the portal on Hotels.com.
It turns out the Villa is not for rent.
Hotels.com-Reallocation finds a new location for me. Due to technical issues in their end, I have to Book it myself, but are of course being assured, that all costs are covered. Conclusion 30 m2 less for the family and a less attractive location, but well that is how it is.
At least I thought that is how it is, but it turned out, that I was told directly from the next owner, that this location was not for rent either. I did forward Hotels.com the mail from The owner and received a “Ticket”. Nothing happened and I did send several reminders with My Ticket reference, but here one week after my vacation I have not yet received any reply.
Faced with my vacation approaching very fast and at the same time more and more locations being sold out, I decided just to make my own booking at Hotels.com and then contact them afterwards. Thought if I only booked through Hotels.com and only booked, what in an earlier stage was offered to me by Reallocation, then this could not be a problem.
Because of sold out situation I was forced to book 2 different locations to cover the full vacation. Meaning a drive of +400 km and ending up with locations I already once had turned down, but well the family holydays was secured.
Later on Hotels.com confirmed to me, that they of course would cover all costs. They just told me, they could not cover the cost before my stay was over, because I hadn’t made any prepayment for one of the locations. It made sense, but I insisted I wanted this in a mail, because at this stage I had spent more than 20 hours on the Phone with Hotels.com. +20 hours that had been a true nightmare with telling my story over and over again, despite reference numbers etc.
I did get my mail and everything was good or at least I thought so. Because now when It is time for settling the final compensation it turns out nobody knows anything about my case. Sending my confirmation mail only leaves me back with yet another Ticket. So much for having a written confirmation.
Tried to make one final call and indicated I was now quite frustrated, but of course that did offend the lady in the other end, and she hang up on me.
My apologies – I was only frustrated that I could not just send the mail and was not in any way rude to you!
Below is the exact calculations (DKK). That is if one do not take into account time spent on the case and the significant change in product.
Honestly I had a great vacation so never mind and I can easily survive without my rightful compensation, but is this really the way Hotels.com wants to run their business ?

Calculations:
Original Booking - Villa Zivana (20 - 28 July) - 12.085,74 DKK Booking: 9167564770471

13.248,24 DKK - Endless Summer Apartments / Reallocation-Ref. 99485812

Hotels.com Refund: 12.667,75 DKK
Received in Bank account from per 17. june

Location1: 6084,94 DKK
Jelsa Resort Fontana 20 - 24 July 2022 ID 1944314459

Location2: 8927,84 DKK
Succes Luxury Accommondation 24 - 28 July 2022 ID 1944314459

Total Net Payment at Hotels.com: 15.593,27 DKK

Residual Compensation: 3.507,53 DKK
(Net payment minus Original Booking)

I booked Hindes Hotel Harrow through the website. When the booking was cancelled, the deposit was not fully refunded. Some money, more than 1 day rent, was taken from my credit card account. The customer service told me to wait for an explanation. After 3 months there were no results.

The reviews on here are true. Someone stole my credit card and booked a hotel on hotels.com. Hotels.com sent me an email that $359 dollars would be refunded to my card. Its 10 days later and no refund. I would never ever recommend Hotels.com

we had to leave the hotel yesterday, the springs in the mattress were broken and stuck up through the bed 4,5 stars hotel ! , we talked to the hotel and they asked us to turn the mattress over because they did not have more rooms. i want to get my money back for this stay since we had to change hotel last night. Before tjek ind in this room !

I booked a hotel in London on this site for 5 of us; we turned up to the location to discover it did not exist. Customer service could not find us an alternative hotel so we had to miss the concerts we had booked and drive 4 hours back home. Lost £100’s due to this and we were only offered an £18 voucher as compensation. We informed customer services of the scam property and we’re shocked to see it was not taken down from the site. Will never use hotels.com again.

I only gave them 1 star because I had to.they don't deserve even that.simply a bad company ,difficult to communicate with the staff,mistakes are common and you will end up spending hours over the telephone to correct their mishaps.you much better choosing another company.

Terrible service got to hotel and they cancelled it and hotels.com didn't even contact us won't refund and ai had to pay and extra £120 for a last minute room. Avoid this company do not use them absolute joke

The hotel we stayed at was The Cavendish Hotel Eastbourne. It was not fit for purpose. it had an emergency light in the room which gave us sleepless nights. On top of that, we were on the 4th Floor and I am 69, the lift was not working, one of the bedside lamps didn't work. we told reception and promised to sort things out. My wife has already complained to Hotels.com but received an email just now that the hotel is following the terms and conditions. I have read their Terms and conditions and it does not say anything about refunds as most companies have. I would also like to add. The decor even though it is victorian should at least have been painted in the windows. at the time of writing the paint was peeling.

If I could leave zero stars I would. Customer service non existent. Technical problem on their website meaning I’m charged twice and discount code not applied. 4 hours spent on live chat to get nowhere.

One star is too high for this terrible Company. I booked a holiday for a 5 day break to Newquay in Cornwall in September and have been overcharged by £48.75 and not told about the £15 per day charge for my dog.
There is no customer telephone service in operation only a virtual assistant who was absolutely useless.
Do not use this Company more hassle than they are worth.

Don't use this website, it is a joke...especially if you have children. They even tried to blame the property we stayed at for their own mistake. First and last time. There are so many other better choices.

I booked a hotel through this company's, my hotel had bed bugs. I spent 6 hours on the phone to them with multiple disconnections. In the end I was told they will email the hotel with no gareentee of refund and they booked me another hotel at my own expense.

They were not helpful in solving anything. I paid for two hotels and they can not refund the one with bed bugs. It is not fair!

I’m a Gold member on Hotels.com; so I have booked tons of hotel rooms via this site. The idea of getting a free night after ten nights is excellent and the only hotel booking site with a program like this. However; the rates for hotels on hotels.com are SUBSTANTIALLY higher than any of their competitors (ex: priceline.com, booking.com, Hotwire.com and even via the hotel brand itself.) so you end up paying for that “free” night PLUS done with each night you book. It never used to be like this, so I’m not sure what happened. Lower your rates Hotels.com!!!