Hotels.com Reviews 11,585

I've had a good experience with their loyalty program of getting 1 night free for every 10 nights booked.

The customer service is deplorable!!! My husband has cancer and he woke up ill the day we were suppose to check in. We tried to call hotels.com and was unable to speak to someone to make this cancelation happen. I called the hotel microtel by wydham and they said they could not cancel it and hung up on me. I have been trying to get my refund for over 30 days!!!!!!

I used to use Hotels.com for my business trips, mainly around the UK and Europe, and I am a platinum member. But no more, their new cancellation policy has put an end to it. I will now find an alternative site to book my travel arrangements.

The more I try to use it. The worse it gets.
It’s 26 miles from the U.K. to France. When I search for a hotel in a city giving me an option that is 35 miles away from my chosen destination is one thing. That’s ridiculous. Totally and utterly ridiculous. Let’s try AI. Same thing. You seem to get it in Korea. You don’t come back with options in North Korea. Why dont you do the same in Europe.

DON’T USE IT
THEY SCAM U IN EVERY WAY
THE TOTAL PRICE IS WAY MORE THAN THE ORIGINAL WHERE IT SAYS TAX AND FEE INCLUDED.
I RESERVED A HOTEL AND PAID FOR IT AND WHEN I WANT TO CHECK IN THE HOTEL DUDN’T HONOUR MY RESERVATION!
It’s a mess don’t use

Well I have tried to look up
My booking and have tried to put in my itinerary number and email address and it will not recognise my booking, you can’t contact them by phone or emails , or live chat , you are really running around in circles. Never will book with them again

Little relevant information on the app, which seems more focussed on sales rather than customer benefit.

I am extremely disappointed with Hotels.com and their so-called Price Guarantee.
My claim was approved, yet I have still not received my refund. I have been contacting customer service since December, and each time I am either ignored or given vague responses with no resolution.

This is misleading and unacceptable. A “guarantee” should actually guarantee something — not force customers to chase their money for months.
If this issue is not resolved immediately, I will proceed with a chargeback through my bank.
Very poor customer service and a frustrating experience. I would not recommend using this platform.

I booked accommodation in Paris via Hotels.com. Less than half a day before check-in, the venue cancelled my booking without suitable explanation. I am still waiting for my full pre-payment to be refunded. Hotel.com say I must get from the venue. The venue says I must get from Hotel.com. This is bordering on FRAUDULENT. NOT RECOMMENDED

booked two rooms and had a very disappointing experience. Our room wasn’t ready until 8:13 PM, which is far past a reasonable check-in time.

On top of that, the pool heater was broken. A staff member confirmed this, so while the pool may have technically been open, it was not usable as expected—especially since this was one of the reasons we chose this hotel.

These issues affected our entire stay across both rooms. While we were offered minimal compensation, it did not reflect the inconvenience and poor experience.

I would not stay here again based on this experience.

I initially input the wrong date for my booking, I changed it and then it slipped back; so I changed it back to the right date again. It was only after I'd paid and pressed send that I noticed to my dismay the wrong date on the booking. I immediately wrote them a message on the platform which was ignored. I had't paid for the refund option as I didn't need it!
I subsequently called the hotel in question and they were happy to move my booking to the day before, but it needed hotels.com confirmation.
They steadfastly refused to switch the booking without me paying for a whole new booking.
I'm now going to have to book again for the correct night. But what happens to the wrong booking - hotels take their commission, send the balance to the hotel and no-one stays in the room. Ridiculous!

Found the accommodation directly, which was cheaper, but for slightly more it was on hotels.com so went to book here because it stated in several places reserve here and pay on the day, so I liked the flexibility. The minute I pressed reserve the money was taken and their customer services didn’t want to help in the slightest. Terrible and won’t be using again. Always check if you can book direct instead of using this site!

Hotels.com does not stand behind the quality of the hotels that it markets. I encountered a seriously misleading hotel posting on the Hotels.com website, both in outdated pictures and in the "rating" provided on the site. In my actual stay, there were ants in the bed and the refrigerator was moldy and smelled. I checked out after one night. Hotels.com's "customer service" resolution was no more than checking with the property to ask if it would refund the balance of my charges. Wholly unsatisfying customer service.

I booked a stay at a hotel thru hotels.com. I arrived late to the hotel but still within 24 hours , yet they cancelled my booking. They said they did not charge me and just rebook. I tried booking again thru hotels.com but could no longer find listing . I had to leave to get back to training and didn't have time to deal with it. After training I tried contacting hotels.com but you get only an ai. It kept hanging up on me because it was asking for confirmation number. I thought this was separate from reference number and couldn't find it. I was tired so I booked another reservation with expedia ( they are still the same expedia owns hotels com ) . Long story short after alot of calls,hassle, disputes, hotels.com is charging close to $500 for a stay I never had even though they collected from the other reservation and the orginal booking was never charged by hotel. Who gets the money then? Of course 100% to them and I booked through affirm so affirm is getting the interest. Seems like they don't resolve disputes on purpose as both parties win, I loose.

i love it , impossible to talkk with someone, but rarely needed

Customer service sucks. I had a problem with a reservation based on incorrect information on the hotels.com website regarding room amenities. Tried calling to get a resolution and the agent I talked to would not even acknowledge mistake on the website. I asked to talk to a supervisor and was told I'd get a call-back in 30 min. Didn't happen. I tried again today via chat. Again promised a callback from a supervisor, but didn't happen.

If I could give a negative star I would. This company is horrible!!!. They will take your money very happily but are almost impossible to contact. Wanted to extend my stay for one day at the SAME hotel. I had to make a second reservation bc hotels.com would not allow that and was placed in another room for that extra night When asked if I can combine the 2 itineraries so I dont have to change rooms after one night I was told that I would be charged an extra 100 dollars for the cancellation and then they can rebook me for the same room. When asked why to charge when I am booking for the same dates at the same hotel just a different room number, "Larry" who is definietly not from the US just continued to read from his prompter and not answeringany questions. I will NEVER use this company again. This is all about how they can get more money from the costumer. NEVER AGAIN

Utterly useless. Their customer service unit is all a chatbot designed to make people hang up in despair. I will pay twice as much directly with the hotel, or by having Grok seek it out, rather than risk being put through that nightmare again. The worst!

I needed to cancel my hotel room because of travel disruptions, and they were inflexible. It was a nightmare! I contacted the hotel directly, and they were willing to give me a refund, but because I booked with Hotels.com the hotel was unable to give me a refund. I requested the refund from Hotels.com and their response was that they tried to contact the hotel and were unable to get a refund for me so they had to charge me for the night. That is not true. They charged me because they could. I will never use their services again. Be warned.

I am writing this to warn others. I prepaid Hotels.com £300.74 on 2nd January 2026 for a stay at Hotel Vincci Baixa (Itinerary 72069646395138). Upon arrival, the hotel informed me that they had received zero payment from Hotels.com /Expedia Despite having a receipt showing "PAID," the hotel had no Virtual Credit Card on file from the agent and forced me to pay an additional £319.28 on my personal card to avoid being turned away.
Hotels.com's customer service has been impossible to reach; the "Virtual Agent" consistently cuts off the chat, and there is no clear path to a human who can resolve a billing error of this magnitude. This is a total breach of contract. I am now forced to pursue a Section 75 claim through my bank to recover my funds.
Hotels.com, I expect an immediate refund for the original payment. Do not reply with a generic bot message—fix this Just a dreadful company.