Hotels.com Reviews 11,585

I have used Hotels.com to book travel for the past 5 years. In the past, they have been easy to work with and have advocated for their customers. However, this does not seem to be the case any longer. I recommend booking your hotel directly with the hotel and not going through Hotels.com. Any mid range hotel, such as Tru by Hilton, should have a policy to modify or cancel within 24 hours. I called before 48 hours to MODIFY my reservation. Unfortunately after being on the phone with the HOTEL and HOTELS.COM for about an hour, they were unable to modify my reservation and will charge me the full fee for the room. There is not even an option to pay a change fee. I'm sure you can agree with me that this is an unethical way to do business and treat your customer.

Worst hotel experience I’ve ever had. The room reeked of mildew masked by an overpowering fragrance that gave me a severe migraine. The air conditioning didn’t work, the toilet seat was broken and wouldn’t flush, and the room was visibly dirty with stained carpet throughout. The bathtub was also dirty and unusable. I paid for a two-night stay but had to find another hotel after the first night because it was that bad. When I brought these issues up at checkout, the front desk staff cut me off and responded rudely. Completely unacceptable.

Hotels.com sold me a room that didnt exist and then did nothing to try and help me. Do not go near them with a 10 foot pole.

Absolutely terrible!! I booked over the phone with an agent and they gave me the completely wrong room! It’s non refundable so when I get to the room the hotel made me sign a receipt that I paid HALF the price that I actually paid!! So not only did they give me the wrong room they charged me DOUBLE the room rate.. their only solution was 15% refund. 15% after charging me for the wrong room!!!!!

I have used Hotel. Com for years . Mots years I've got this Gold statue that actually means nothing. I've not received anything at all for loyalty booking through them .
I've just booked all my Thailand hotels vie them . One of my bookings some how was made on a old eMail account. I've asked for the points to be transferred to the main account to be told NO. No help what so ever. Both accounts linked to my mobile and home address but they are not interested. Very poor. Your better off using a hotel chain and sticking with their loyalty program.

Their support stuffs and AI (automated idiot) in your face and if your request is out of the norm, it prevents you from ever reaching a person with real intelligence.

i contacted them in regards to a booking my wife made for the 17th of april. unfortunately my wife and her mother passed away in a car accident on april 10th. they said they could not do it because it was NONREFUNDABLE even after hearing of her death. its 72 bucks.. BUT that isnt really the problem for me, its the principle. and i think they need a little of the Karma returned to them.

This is the wrose hotel I been at
Bugs dirty sheets on the bed staff doesn’t not know how to clean there was trash in the room

What was a good site is now the worst hotel booking site. I have 1 free night left then deleting the app. Shocking now. Based over the last twelve months not just one booking

It works well for bookings most of time, but the problem is that when things go wrong and you have a claim.

After calling, they sent email but never responded to that despite numerous emails.

This is what truly shows a company performance. And this one SUCKS

I booked two different hotels for a trip through Hotels.com and both addresses did not accept visitors when I arrived. They were essentially not properties, and hotels.com did not check, one of them also tried to get me pay a deposit 10x my stay cost. Only got my money back through personally messaging the CEO of the company and threatening legal action. The stay was in London, never again!

I've used hotels.com for years. Customer support has helped a couple of times but was a little sketchy the last time I tried to get help. I don't usually write reviews but I had an especially bad experience with a hotel. I had received three different room keys and each time there was a person in the room. At that point I no longer felt safe and asked for a refund. I was initially given a refund but then charged again a few days later and it has been extremely difficult to contact the property. I was surprised because the hotel had 8.4/10 on hotels. Com. When I tried to submit my review, it was not accepted for very vague reasons. There were no curse words, no names, nothing other than a recap of what happened. So I re submitted. It has been rejected again. The 8.4/10 rating makes sense now. Apparently hotels.com will not publish any negative review. As a woman that travels alone, I feel like knowing a hotel is giving out keys to occupied rooms is pretty relevant.

Website is full of inconsistencies and the customer service is hopeless

They are liars and the customer "service" is a scam. They tricked me into booking a duplicate bookkng and promised once i did they would cancel the old. All of a sudden no one is helping once you paid twice. Im a consumer protection lawyer so now i have to waste my time taking legal action. I have been a loyal member/customer for 10 years. This ends now.

In January we booked a room for a one-night stay in March at the Holiday Inn Express London – Stratford.

When we got to the hotel and tried to check in, the staff informed us they could not find our reservation. After looking into the matter, the receptionist told us that our room had actually been booked for February 11th, not March 11th as we requested.

We had no choice but to book another room for one night to the cost of £211.05.

When we returned, we contacted the company 3 times by e-mail.
Up to now there has been no reply.
Surly it is common curtesy for any company to reply to an email.

There is no support other than an unhelpful chat bot.
No phone number, so no way to reach a real person to receive adequate support.

I used to be a very loyal customer but their standards have deteriorated rapidly.

The customer loyalty programme used to be stay 10 nights, get 1 free. Now it's a points based system that is worthless.

I've also recently had two instances where hotels have overbooked me, or cancelled bookings, at short notice. Hotels.com does not care or look after the consumer.

I cannot trust their booking process.
There is a better alternative available.

Hotel.com said the Marriott property would need to approve the refund and Marriott Sheraton said Hotels.com would have to approve the refund ,
Who is right and who it wrong

I made the reservation on HOTELS.com and I tried to contact HOTELS.com before 11:59pm March 15th to cancel it no one would answer the call, left me on hold for an hour before I gave finally I used the chat the next morning they me to call the property and see if you can get it cancelled , the property said call HOTELS.com round and round I went

Finally HOTELS.com contact the property and explained we were just hit with severe dangerous storms and needed to stay home to help clean up and was afraid to travel at this point
Good morning Lindsey,

I’m really sorry to hear about the damage you experienced. 70 mph winds are no joke — that must have been a rough day. I hope everything is safe on your end and that recovery goes smoothly.


NO Understanding or Sympathy here

Hi Lindsey,

Sheraton Milwaukee Brookfield Hotel did not approve your refund request.

This means your stay is still booked. Sorry, this isn’t the answer you were hoping for. The note below is from the property:

Refund Declined

Would like to give zero stars but not possible. They cancelled a three night booking of mine with no notification. They said that the hotel cancelled the booking which was not true and that I had instructed the cancellation- also not true and they couldn’t provide any evidence to support their assertion. Avoid like the plague!

Terrible, giving over two months notice to a fully booked hotel (they could have sold our room for more) they wanted to charge us the price we paid for the room, to change to a few months later, when we had a family tragedy so we will loose holiday.

I booked a room with 2 beds for a party of 3 using Hotel.com. When I arrived for check in I was told my room only had one bed. I called customer service who I had a hard time understanding and there was no help. I tried looking up the info when I signed up for the room but for some reason couldn’t find it. If you don’t want a miserable vacation don’t use Hotel.com. Book directly with the hotel.