Hotels.com Reviews

Name: Hotels.com
Rating: 1.49

1.5 Rating 47 Reviews

11 %

of reviewers recommend Hotels.com

Company Reviews

Questions

Metrics

1.5

Based on 47 reviews

Customer Service
Communication Channels	Telephone
Avg Email Response Time	1 minutes

Visit Website

Write Your review

Tell us how Hotels.com made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Hotels.com 1 star review on 12th June 2025

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

“I have been using hotels.com monthly for years using my free nights for holiday trips. Never had a problem and been very happy. That is until now. The value of my free night diminished. They don't have that incentive any more so I will be shopping around for best deal monthly.”

Helpful Report

Posted 1 day ago

“The deceitful practice from the company hotels.com should steer everyone to a different agency to book hotel stays. This company will switch you date of reservation unilaterally and then not correct or refund their mistake without charging you even more. Word to wise, stay clear.”

Hotels.com 1 star review on 2nd July 2025

Helpful Report

Posted 1 week ago

“The journey that commenced as a hopeful investment opportunity took a sharp turn towards devastation, resulting in a loss of $97,100. Discovering that I had fallen victim to a scam left me grappling with a mix of emotions - embarrassment, anger, and a sense of uncertainty regarding my next course of action. Amidst my quest for a remedy, I stumbled upon RANGEPRO.ORG, a company that initially gave me pause. Their professionalism, however, shone through brightly. Right from the start, their team treated me respectfully, articulated the recovery process in a transparent manner, and steered clear of making any grandiose pledges. Their consistent communication and efforts to keep me informed throughout the process were a reassuring presence. To my pleasant surprise, their endeavors bore fruit by successfully recovering a sizable portion of the funds I had previously deemed lost forever.”

Helpful Report

Posted 1 month ago

“Our stay at the hotel we booked was absolutely wonderful. Until we got our bills. For a 3 night stay in Maple grove Minnesota. It turned out Hotels.com charged us $140.18 more for our stay than the actual hotel did. After communicating with Hotels.com they said this is normal and part of their booking process. So my advice is check with your hotel for price before booking it. I have used Hotels.com several times over the years and have not been charged such a difference. I used this app thinking it would save me money. I guess not anymore.”

Helpful Report

Posted 1 month ago

“Expedia/ Hotels.com does nothing to protect clients from predatory “dynamic” pricing practices that hotels use to escalate rates to users. Additionally, rooms booked through these sites are provided second rate rooms and lack the common included courtesies offered to regular direct booking guests. All this frequently comes at the “dynamic “ almost double rate. In Europe, it allows hotels to gouge Americans with higher rates and fees too. Certainly appears to be false advertising when their constant barrage of ads claiming the best rates and value. I recommend finding your hotels on these sites but avoid using them yourself book reservations until they prove value of guaranteed pricing, premium rooms ( or even equivalent) and protection for the consumer.”

Helpful Report

Posted 1 month ago

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

Helpful Report

Posted 2 months 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.”

Helpful Report

Posted 3 months ago

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

Helpful Report

Posted 3 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.”

Helpful Report

Posted 3 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!!”

Helpful Report

Posted 4 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”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 6 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..”

Helpful Report

Posted 6 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.”

Helpful Report

Posted 7 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!!.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 7 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.”

Helpful Report

Posted 8 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”

Helpful Report

Posted 9 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!”

Helpful Report

Posted 9 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.”

Helpful Report

Posted 10 months ago

Hotels.com is rated 1.5 based on 47 reviews