Hotels.com Reviews 11,584

Hotels.com offers rates that TWICE as you could book directly from a hotel or from other sites. In the same time they offer it as nonrefundable. asking for extra fee for breakfast while it is included in hotel price, and adding fees that "collected by a hotel". Hotels.com - along with its mother agency Expedia are fraudsters.

Generally the website works really well, but when it comes to chat support you lack.
You lack a lot actually because it's very obvious that what is used is call scripting, which makes things very impersonal.
I work in customer support and know important the hands on personal service is.

They've burned me twice now!!!!
Worst company ever. Extremely unethical. Will offer you refundable rates and not honor them. Offer you protection for an EXTRA fee. Still will not honor refunds. I hate them!!! No one should ever use this company. They want to keep our almost $500 and charge us another $500 to change our dates.

I had a very frustrating experience with Hotels.com and will not be using their service again. I booked a hotel through their platform believing I would receive accurate information and support if anything needed to be changed. Unfortunately, that was not the case.

I was misled twice by Hotels.com representatives. On both occasions, the customer service agents told me things that turned out to be incorrect. One of the agents even admitted that what I was told was wrong but said it was essentially their policy, which was extremely disappointing. It felt like the company was more focused on protecting their policies than actually helping customers.

Because of the misinformation I received, I ended up stuck with a non-refundable reservation at a Hyatt property that would not move the dates. Had I been given accurate information from the start, I would have handled the booking differently and avoided the issue entirely.

Customer service should be there to help resolve problems, not create more of them. Instead of support, I felt like I was given misleading information that ultimately cost me money and flexibility.

Overall, this experience has completely eroded my trust in Hotels.com. I will not book through them again and would strongly caution others to double-check policies and consider booking directly with the hotel instead.

They keep calling me in the middle of the night, calling 3 times to skip the do not distub setting. Completely unnacceptable.

"Warning to anyone considering Hotels.com
I have been overcharged by £150 compared to the property's direct rates. To make matters worse, they are inventing 'property penalty fees' that the hotel has no record of. This isn't just poor service; it’s deceptive practice. Check the direct prices before you even think about using them."

Booked a room through Hotels.com. Arrived at the Extended Stay in Palm Springs and the reservation was given away. I called customer service and went through the entire process with their AI to be told a live agent would call me back. Still waiting. I had to find another room that costed $300 more per night. Do not book through Hotels.com.

Hotels.com are liars. Don’t trust what you read on their site. I recently booked a 2 night stay at a the Hampton Inn Birmingham Hoover to go to a wrestling tournament on 3/14/26 that our grandson is signed up for. My son also booked a room through Bookings.com. My son is now on life support and won’t be going anywhere. I originally called the hotel and though they said I had to cancel through Hotels.com, they told me there was no problem cancelling with no charges to me. I asked the Hampton if they could cancel my son’s reservation he made through Bookings.com and they were able to do that. Thanks Hampton Inn! I haven’t been able to find a phone number to talk to anyone with Hotels.com. Their website says you can talk to someone but that’s a lie. I was forced to ask for a refund online. Their website says they will not charge any fees for cancelation if the property doesn’t. That’s obviously a lie. I got 2 email responses from them over 5 days saying they haven’t been able to reach anyone at the Hampton Inn and the last one said because of this, I can cancel but I won’t be refunded. I haven’t cancelled but I called the Hampton Inn today and my reservation is gone - no record of it according to hotel staff and they said they weren’t contacted by Hotels.com. I’ve used Hotels.com several times over the last year or two but not any more. They purposely make it impossible to talk to anyone and after this experience, my opinion is they lie and steal. Bookers beware.

Left stranded in a bad neighborhood on colombia. They did refund after my 3rd call. But denied all the extra costs that I had with the taxi and booking another extortionate hotel on a busy carnival period.
They act like this as they or any company in the Expedia group are not regulated by any ombudsman.

Can anyone be worse than booking com?
Absolutely.
HotelsDOTcon
They cancelled my reservation and told me it's not refundable.
They cancelled it while I was on chat to them. Absolutely a disgraceful company.
Conning. Yes. scamming. Yes.
Do not USE

I've been messaging where I'll be staying to ask about an early check in. What GOOD is this system when no one answers the messages and virtual help is useless.... can NOT even find a direct phone number for the hotel. The 2 numbers that ARE given do not find my itinerary or phone number and yet hotels.com does ... SO I CAN TALK TO NO ONE

We are local to the hotel we stayed at and go somewhere every year for a business retreat. We stayed at a particular hotel last year and decided to stay again this year. I was surprised when I arrived that there is a $10/day/car parking charge, which was not disclosed in the booking on Hotels.com per Colorado’s House Bill 25-1090 to prohibit Junk Fees. I pushed back and Hotels.com stated that they did disclose it - by making the user click twice to get to the tiny verbiage that said there may be additional fees. I have screen shots, I have comparable screen shots for how it should look and how their other bookings look, and nothing. Hotels.com was absolutely useless in resolving this issue, even when I sent them screen shots of bookings ON THEIR OWN website that listed additional charges correctly per the law above. I have been a loyal hotels.com user for many years but am done.

I booked the incorrect date for a stay and called the hotel and they offered to change my date, but I booked through Hotels.com and have had the hardest time getting them to change my date. They keep saying they sent an email to the hotel. The hotel doesn't have record of this. I have called twice and "they can't get the hotel to answer" This is large hotel/casino, they answer the phone. Worst ever. don't book with them ever!!!!!

I am extremely disappointed with the customer experience provided by Hotels.com.

I made a reservation for July 2026 by mistake and immediately requested cancellation. Although the booking was marked as non-refundable, the reservation was made several months in advance and the stay has not been used.

I am surprised that no goodwill or flexible solution was offered in this case. Expecting full payment retention for a future booking that is far away is unfair and does not reflect customer-oriented service.

I kindly ask Hotels.com to reconsider this case and process a one-time refund. Otherwise, I will pursue my bank chargeback rights and share my experience on public review platforms.

I hope this issue can be resolved fairly and professionally.

I was given misinformation on their website that related to the age of checking in for a hotel that I booked. I was stranded in Minneapolis because of their misinformation and when I asked for a refund because this was is issue and bought a room I could never check in for that I was told I could check into, they said that couldn't give it to me.

If I could give this company -stars I would. Purchased a hotel with protection insurance. Tried using virtual agent to change booking went round in circles. Ended up cancelling stay and the insurance is useless. Can't call cause in US and email link does not work.

Absolutely useless company. DO NOT USE!
NO CUSTOMER SERVICE
NO REFUND
OPAQUE INSURANCE POLICIES

Don’t use this site to book anything. Their customer service is abhorrent!! You will regret using this site if you need help from customer service!!

Tried using them for first time in years. Founds listings to be untruthful and couldn’t be trusted. Had awful experiences on this trip. Deal with companies directly. Stay away from companies that use this site.

Disappointed with hotel,reception staff very pretentious on arrival, not welcoming or friendly especially after a long drive,set the tone for the rest of the stay.

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I booked a continuous stay from February 9–23 through Hotels.com at this property. My reservation was accepted at check-in and valid ID was presented and approved. I occupied the same room during the entire stay.

On February 22, one day before my scheduled checkout, I was asked to leave the property even though my reservation was still active. No written notice was provided and no relocation assistance was offered.

Police were called to the property, but no citation or violation was issued. I was not given any written explanation of the situation.

Later, when I attempted to begin another reservation at a nearby Marriott property, the stay was declined due to an alleged complaint that had never been communicated to me during my completed stay.

When I returned to retrieve my belongings, I discovered that my personal property had been removed from the room and placed in a basket in the lobby without my presence. Some items, including medication, were missing.

This experience was extremely concerning and did not reflect the level of professionalism I normally expect when staying at Marriott properties