Hotels.com Reviews

Name: Hotels.com
Rating: 1.52

1.5 Rating 42 Reviews

12 %

of reviewers recommend Hotels.com

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1.5

Based on 42 reviews

Customer Service
Communication Channels	Telephone
Avg Email Response Time	1 minutes

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Hotels.com 1 star review on 19th November 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Cancelation cost not provided prior to cancelation. Then cancelation can not be revoked once cost is provided. I won't use this site again.”

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Posted 4 weeks ago

“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.”

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Posted 1 month ago

“Refused to provide a vat invoice, even though ghey are the vendor. Sketchy to say the least.”

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Posted 2 months ago

“Andrea O. The customer service supervisor at hotels.com that's a superstar. She manager our situation with such elegance that everything was super smooth. She clearly showed her strong experience in risk management and people skills and protecting the reputation of the company. If you want to better your reputation and increase customer retention, then this is type of person you want on your decision making team. Thank a lot and wish you the best. Vita E.”

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Posted 2 months ago

“Atrocious business and service, they lie, take your payment and then when trying to adjust a booking the lie saying the hotel needs to cancel and rebook a reservation, whilst asking for another so called "penalty fee" which is just the same as the original booking cost. WIll never use this site again and will warn all family members, friends and more against ever using. I am very distressed and extremely angry!!”

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Posted 2 months ago

“The Hotels.com should not be in business. They are posting sites that are not true and updated to reflect current condition of the place that customers are looking and booked because of the pictures that show on Hotels.com Hotels.com are responsible to post exactly how is when you check in at the property that you booked through them. Golden Magnolia resort and spa Flagler Beach FL are one of the scams that Hotels.com promoting like excellent five star resorts. Be aware of scams on Hotels.com”

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Posted 4 months ago

“hotels.com is a scam!! They reserved for you a hotel but when you arrived, the hotel refused your stay as they have not received any booking. Whatever you do. Don't book through them or else, you'll end up like us... paid and had to pay another round and never got refunded.”

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Posted 5 months ago

“I have been a client of this site since its inception. I trave 3-4 times a year for pleasure domestic in the US and internationally. I used this site for most of my accommodations. However, in the past few years, I have noticed degradation of service. I've been traveling in the past 5 weeks in SE Asia. I made my travel accommodations through hotels.com. Unfortunately, 90% of my reservations have been 1-star or 2-star listed and priced at 4-star hotels. It's very deceiving and I was overcharged for the hotels. I have decided to dump expedia/hotels.com and call directly to the hotels. For my last 2 weeks of trave in Bali and Bangkok, I have received great rates directly from the hotels. Additionally, when you reserve using hotels.com site, you get the worst rooms in the house. Goodbye old friend hotels.com! I'm going to uninstall your app today..”

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Posted 5 months ago

“Not worth going through they are a third party. If you pay them they still have to approve from the hotel themselves anyway so a waist off time. Go directly to the hotels so you have no problems. And then you are on the same page. And hotels.com, priceline.com and all the others are sister companys witch is owned buy 1 person.”

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Posted 5 months ago

“I'm reading quite a few similar experiences with hotels.com I booked a pay at property stay on the 26th of November for a reservation for May 2025, the hotel took out the one night stay in advance immediately when it was suppose to be pay at property, I canceled and still didn't get my refund even when it said on hotels.com chat and that the hotel was processing the refund 7 days later nothing even after contacting the hotel by phone 2 times and 2xs with a hotel.com reps, I contacted my bank and filed a claim for this debt, straight THEIFT! There is a scan definitely going on now with hotel.com and possibly with the hotels as well, we are living in the largest scam society now in this country and in the world. Closing my account w/ Hotel.com as well! DO NOT TRUST!!!! needs to be a class action law suite!!.”

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Posted 5 months ago

“Booked and paid for 2 rooms. 2 weeks later, the booking got cancelled and the rooms I booked appeared on another website at double the price. Booked another room and contacted the hotel to confirm my booking. They told they are fully booked and I cannot use the reservation. Contact the chat support as they have no phone number or email address and I was told hotels overbook and these things happen.”

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Posted 6 months ago

“Hotels.com customer service is terrible and does not stand behind their product. They listed a "hotel" on their site which was nothing more than someone renting an apartment in a sketchy apartment complex. In addition, we were locked out and couldn't get in. We called the contact number and they confirmed we got locked out. We had to find another place to stay, but they still billed us for the night. I requested a refund 7 times over 30 days, but only got the response "we're looking into it" each time. Hotels.com has really deteriorated. You can't trust their bookings and they don't stand behind their service. We still haven't gotten a return call or a refund.”

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Posted 7 months ago

“Hotels .crim paid the money booked the hotel and room I wanted they'd never heard of me got charged too my bank you'll be left with no money no accomadtion and don't even try ringing them they don't exsist”

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Posted 7 months ago

“Sent a review on a hotel booked through hotel.com a week ago and because it was not a good one I assume they didn’t care to let there future clients know! Wil not be using them again!”

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Posted 8 months ago

“DO NOT TRUST RESERVE NOW, PAY LATER!!!! When making the reservation you'll see reserve now, pay at property, several times. Right before you book a green box will pop up and it'll say we guarantee you won't be charged. WRONG! I booked 2 different properties for the same dates. For both reservations, the day after I booked, my card was "authorized" 1 nights stay ... essentially $600. I was told this was done by the property and hotels.com has nothing to do with it. I was told the "authorization" will fall off within 3-5 business days. I could not find a customer service phone # so I chatted online with 4 different Live Agents ... all of which gave me the run around. For my troubles, I was given $30 in their OneKey Cash rewards. Yet my bank account was shorted by $600 for 5 days.”

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Posted 8 months ago

“We booked a room for one night online, about 30 minutes before arriving (a last minute decision). Apparently, the hotel can charge a $150 CASH deposit based upon one's billing zip code. This was not information given when I booked. We arrived, did not have cash (who carries cash?) and cancelled our stay. The hotel clerk told us that he could not refund the money, but Hotels.com could and would just need to call the hotel manager to get approval. I called hotels.com, and was assured by the representative that they would contact the manager to get approval and refund would be forthcoming. It was not!! Despite repeated attempts, I did not receive a refund. I disputed the transaction with my credit card company, and while it was originally credit back to my account, 2 1//2 months later it showed back up as a charge. I am frustrated and extremely disappointed. I will NEVER book anything with hotels.com again, and I will also be closing all my accounts with Chase. Not that it makes that much difference to their bottom line, I'm sure, but this is a ridiculous way to run a business.”

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Posted 9 months ago

“Worked very well. Now they have OneKey. Having just returned from Paris and night numbers 8, 9 and 10 i discover its all change. Previous 7 nights worth nothing. And the 3 nights in Paris worth - guess what. A whole £7. Wow. Appalling”

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Posted 9 months ago

“Having used the platform for nearly 20yrs I discovered today in my first interaction with customer service that they lie. They pretend they have engaged with a hotel when they have not. I ascertained this by speaking to the hotel several times where they authorised a change to me but needed hotels.con to contact them and they never did. Hotels.com told me they had been in contact and it was denied ‘several times’. Total fabrication of truth. Appalling service and cost me a significant amount of money. Will never use the booking.com group again.”

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Posted 9 months ago

“I booked a 8 nights stay at Pleasure Suites , Ghanzi, Botswana via Hotels.com. When i arrived to the accommodation, it was fully booked and i was informed that no booking was done for us. While still at the accommodation i checked online and saw that hotels.com was still proposing 3 rooms at this very same accommodation. Horrible experience shared by lot of others, now they do anything to not refund. Do not book through HOTELS.COM ! Horrible !”

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Posted 10 months ago

“I've used this service for years, at times wondering about Customer Service and policies, I've discovered staggering deception and dishonesty for a refund of which i qualifed, try Trivago, Trip Advisor, Priceline or others, I certainly will.....😠”

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Posted 10 months ago

Hotels.com is rated 1.5 based on 42 reviews