Hotels.com Reviews 11,584

We were impacted by the blizzard conditions in the Northeast so we had to reserve a "room" through Hotels.com. The instructions mentioned calling the property for check-in coordination which I dialed but received an unable connect message. I was lucky enough to connect with "We Host" who directly manages the room as an affiliate of Hotels.com after speaking with someone on property. We Host communicated the property was double booked and not available during the dates I reserved and paid for. After communicating this with Hotels.com, they cancelled my reservation but have yet to refund payment. Rather than using Hotels.com in the future, I plan to reserve directly with the property website.

I had a very frustrating experience with the customer service. It’s extremely difficult to reach anyone — there is no email address available, the support guides are missing important information, and the chatbot is not working properly.

I’ve been waiting for over 30 minutes to connect with a live agent, and the estimated wait time keeps changing. It reaches 0 minutes and then goes back up to 17 minutes, which doesn’t make any sense.

Overall, I’m very disappointed with the level of support and the difficulty of getting help when it’s needed.

Absolutely dis gusting customer service.
I booked a room and paid extra for cancellation option. We were to visit a near by stately home. Unfortunately the stately home was flooded and had to close. I tried to change the dates but hotels.com said there was no availability and I wasn’t entitled to a refund. I checked with the hotel who said rooms were available and they happy to change our reservation. I again contacted hotels.com who refused to change the booking and would not refund me. We end up going to a very good hotel no reason!
Will never use Hotels.com again!

Living in germany. Always used the german hotels.com page. Always paid in euro.
And then they migrated my loyalty stamps to british pounds not being compatible with their german website. Support is useless for weeks.

Update: it took them 1,5 months to fix and restore my stamps

hotel.com has fake hotel when I arrived hotel did not honor the booking from hotel.com and hotel.com policy was non refundable period in effect as it is day of booking its service so hotel.com trying to steal my money and make me jump a million hoops all to tell me sorry we can't help. CRIMINALS

I lost $188 with Hotels.com. This was due to accidentally booking my hotel for the wrong date. I realised immediately and called Hotels.com to change the date of my reservation. They charged me $188 dollars to do this, even though the room amount cost the same for my new date (I checked online). It is safe to say I’ll never use them again. Please think wisely before doing so!

Absolutely shocking service via chat agent Rekah L. (If this is a real person??) Refused to allow me to change the date if my 1 night booking with out a penalty of the full amount. Their website reset the dates due to a faulty payment website issue, when I rebooked it accepted the wrong dates. I'll never use them again. Avoid!

I booked through Hotels.com for a room the hotel said wasn’t actually available. I didn’t learn this until I entered the room and it wasn’t what I paid for, and it was already 11 PM after a very long day. Not the hotel’s fault, yet Hotels.com attempted to work with the hotel to get me a resolution. The hotels.com agent was great. The platform selling unavailable rooms is the issue, and I got a whopping $25 key cash credit. Even more, nowhere on the Hotels.com website does it state that it cost $50 to park every night, which I only discovered upon checking in and had no other choice other than to park my car on the street at the parking meter.

This entire experience is unacceptable.

Left due to serious safety concerns at no point did they try offer safe alternative accommodation. Left out in a city that was 4 hours from home with no here to stay. Support was useless said message us back tomorrow and just had run around
If you value your safety don’t use these to book your accommodation if you have issues your on your own

Garbage! Garbage! DO NOT USE!!!

Love hotels.com not sure why they changed their program for the 5th night is free but I guess its still good rates. But that free night was everything when staying in hotels. Highly recommend booking with this company for cheap rates.

I did booking just now on hotels.com with this faith advert on web is accurate I finalised booking and when i reached to hotel Hotel Grand Alshahba Alkakia Itinerary # 72071232573360 I am totally disappointed tried to get help from hotels.com and their advisers completely non co operative and I believe adverts on their web is totally misleading no where near to reality I am not struggling to get my money back more than 339.60 and not getting any response at all my recommendation is stay away from this website and dont waste your money

If there weren't cars in the parking lot you would think this pile of crap was abandoned. Plastic railing is definitely not OSHA. Concrete debris and screws all over the parking lot. Maybe they're remodeling but it's going to take an act of God to make this place somewhere anyone would stay. You could "smell" the interior from the street. Paid $95.00 in advance. They refused to cancel the reservation or refund payment. This is a case of where you dont get what you pay for. SEE PHOTOS! Paid another $100.00 to stay elsewhere but that's a whole different review😡

Stayed in Florida for a Valentine's Day weekend with my wife. First night, dog barking constantly in the room next door. Moved us to another room at 10:30 at night. Hallway wreaked of marijuana the rest of the weekend. Staff said there was nothing they could do. Had to put a wet towel up against the door to keep some of the marijuana stench from coming in our room. Hotels.com did nothing to help get a refund. Eventually got $50 one key cash from them which I will never use because I am through with hotels.com

I agree 100% hotels.com is awful. Totally incompetence. F them.

If I could rate this -1 I would. Booking page stated the booking was fully refundable until 2 days before our stay. Ended up having to cancel trip, turns out it wasn’t refundable at all. Apparently I’d chosen the wrong option, I had chosen ‘non-refundable’ over ‘refundable’ even though there was NO SUCH OPTION and who would do that anyway? Went to re-book same trip and screenshotted the booking page stating it was fully refundable and sent it to them and they still wouldn’t entertain a refund. Will never use again. Wish I had seen trust pilot reviews first. At least I’m only down £125 unlike some poor people!!
Oh - and we also purchased the cancellation insurance through them, that’s a joke as well. Wasted 3 hours between them all trying to get my money back.

Once a great booking platform, today they are probably the worst. Prices are only one issue - there everyone is free to sell at whatever price they want and customers can choose which one to buy from - but fairplay is a totally unknown concept for this company - and it wasn't so in the past. Especially when price guarantee is concerned. I still had the chance to cancel when I found a better price on another platform, but instead I chose to do what in the past was working fine - screenshot the alternative offer and request a price match. The form worked fine, and I only expected the positive outcome. Instead they told me "the bed type was not the same". Not the room type, the bed type. Actually it was the same, and even the room photo on both platforms was the same - same room, same bed, same shooting angle. Multiple mails followed - same stupid explanation. Obviously Expedia is going down and they are trying to avoid taking any responsibility to keep costs down - but when they lose our trust, they will get absolutely nothing. Even now from 25-30 active bookings I have only one done with them - and I'm already sorry I didn't cancel it today while I still could.

It was almost impossible to cancel my hotel stay through the hotels.com website. It's highly recommended to book directly with the hotel.

The hotels.com customer service is so bad I will never use this company again. It took hours before I could get a human who would address what was a simple question. Hotels.com used to be a company which gave reasonable customer service when you needed it. No more.

Worst experience ever. Booked a hotel for our vacation in Mexico. Bad weather hit at home and our flight was cancelled and roads were too bad to even get to the airport. Luckily I had paid extra for the travel insurance. At least that’s what I thought at first. I went to cancel our reservation and it stated “you paid for travel insurance, you can cancel your reservation for any reason and receive a full refund.” So I cancelled. After canceling, it made me “file a claim” with the insurance which stated it would take 15-20 days for a ruling. I received an email 6 days later saying that inclement weather and cancelled flights do not qualify for a refund. So I lost $750. Book elsewhere!