I rarely leave reviews, but my experience with Hotels.com has been so frustrating and upsetting that I feel compelled to warn others. This is not just a complaint about a policy — it’s about how badly a customer has been treated over several weeks. I made a booking that I simply needed to move to a different date — nothing unreasonable, especially considering it was more than a year in advance. What followed was an endless chain of copy-paste responses from a different staff member every time, no one taking ownership, no one actually listening to my concerns. Despite multiple, polite requests, I was refused a date change or even hotel credit, citing vague "terms and conditions" that I've still never seen, and I was refused proof of communication with the hotel. My formal complaint was ignored, buried under automated messages, and never taken seriously. I was promised call backs — they didn’t happen. I was then blamed for missed calls that never came through. And most recently, I received an email condescendingly informing me of the exact minute they’re allowed to make calls in my time zone — as if I’m the one being unreasonable. It has been upsetting, insulting, and exhausting. I’ve been treated like a ticket number, not a human being. Not once has anyone taken real responsibility. This is customer service at its absolute worst — robotic, unfeeling, and dismissive. I’ve now escalated this issue to their parent company, Expedia, and will be seeking further action through consumer protection channels. If you're thinking of booking with Hotels.com — don’t. If something goes wrong, you will be ignored, mistreated, and spoken to like a nuisance. I would strongly advise booking directly with hotels or choosing a more reputable platform that still respects its customers.