Hotels.com Reviews

Name: Hotels.com
Rating: 1.47

1.5 Rating 49 Reviews

10 %

of reviewers recommend Hotels.com

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1.5

Based on 49 reviews

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Hotels.com 1 star review on 31st August 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 1 year 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 1 year 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 1 year 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 1 year 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 1 year ago

“Hi my name Phalla Nersinger, I'm going through a situation that sounds similar to people who go through bad experiences taking advantage of us. A Hotel.com, and Wells Fargo Visa Rewards Hotel being taken advantage of by middle class people like my husband and I named Chris Nersinger. I am writing an effective complaint letter because a letter is important. Having a problem using the website app Hotel.com. I must google. I started to check out the reviews, and we couldn't believe they had so many bad reviews and complaints. It's unbelieve. When you're trying to resolve a problem with a company, the first step should be to discuss your concerns with a representative of the business. If a phone call or email does not resolve the problem, consider writing a complaint. It puts a complaint on record with the company, helps preserve any legal rights when we have situations like this. And to let the company know I'm seriously pursuing the complaint. Having problems with the cancellations of Hotels.com & Wellsfargo, Visa Hotels rewarded Margaritaville Cottages Orlando by Vystays reservation detail on March 15, 2024. I had a great record of paying my credit card on time for two years and never had a problem until now. My credit score is ruined by this company, it's really stressful. My Hotel.com rewards Wells Fargo Visa have a balance almost five thousand limited. Before I booked I saw a Margaritaville Cottage to deposit $53.00 to put on a deposit so, I got excited when I saw the price. I clicked on it, instead Hotel.com took the whole amount of my reward balance and on top of that they took $1,118. 34. You see, Wells Fargo shouldn't have allowed Vystay to take my credit card until we arrived on 7/12. I booked on March 15, 2024. Booking detail number: BKG-18808. Property Address: 2935 Castaway Lane, Kissimmee, FL 34747. Check in arrived date : 07/12/2024. .... Departure Date : 07/16.2024...Nights 6 guests adults. ..The check office is inside Margaritaville Resorts. My plan was to book through Hotel.com because I have a total balance of close to five hundred dollars. I wanted to use my rewards on Vystars rewards to earn more rewards. I was planning for my 50th birthday and to have fun with my two sons who are from Boston on the date of 7/12. Make the story short. I booked on 7/12 my sons coming from Boston airport on 7/11 instead of 7/12. So my husband and I wanted to cancel those dates and see what we can update for 7/11 instead. A week later. I called Hotel.com to cancel or change a date, they said they couldn't help me. They said it was my fault that I pushed the wrong button on the website, saying that I pressed the prepaid button and they couldn't help me. So, we call Well Fargo Hotels Rewards Visa if they can help us. Because we thought that by using their credit card and communication with them that would help us. We have been dealing with a lot of different customer services and they are not on the same page. Matter of fact, at the end of it they blamed me that I must have done something wrong like a crime. I suppose I'm a Cambodian immigrant. I couldn't understand the way they were speaking to me. I got stressed, so I gave permission for my husband to speak to them. That didn't help. We've been going in circles for the past almost 4 months. We start looking for a dispute resolution process, which involves a small claim. We began putting together my case. We did all that and thought that they already put my refund back into my credit card. No they did not, so the debut of Wells Fargo Hotels Reward Visa was being rude, she was talking about her policies that they give me a date to expire to get all my documents together. There was no such thing as an expiry date, but I still have an email back in May, 15, 2024 around 9: 00 am. An email said, all my refund will turned back to my credit card. I have proof of email, but then she said it was too late that they won't refund money back into my account. So, we got upset, we wanted to talk to the head manager. He got on the phone with us, and I said the same things. So basically they were rude. But it's okay for them to keep our money that we work hard for. It seems to us that no one can help us or result in legal actions to stop this company taking advantage of us. A class of Action by the attorney should have more interest in this type of activity. We are wondering about the ilegal communication after many years of complaints from the public, who are they? A group of scammers above the law. Our complaints are real. Hoping there is someone who can answer this question within the FTC forum. Also we have the rights in standing with a bundle of up customers services in the communication industry should be heavily regulated. The consumers would like to see this happen in the near future. The detail we give will go into a database that law enforcement uses for investigations. If this deputs is not being sattle for that kind of amount of over thousands dollars yes this will go to the hand of our attorney. Tiktok Julie Lee 4302 YouTube: whitehorsethunder 3494 Instagram:a-Voice-from-white-the horse. Fb: Julie Lee”

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Posted 1 year ago

“Booked a room with them, and it was incorrectly cancelled by their AI system, which years ago they used mostly humans to take care of customer services. The worst part is when I called, the customer services said they will manage to get my refund, which days after my booking time, they said it cannot be done! Now I've just lost money for no reason!”

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Posted 1 year ago

“I should have read the reviews a long time ago as this outfit is a scam. They took away $595.00 in reward cash I earned and just said they were sorry for the inconvience. STEER CLEAR”

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Posted 1 year ago

“Frauduletly took our Tesco Points for a booing then charged us the full amount of the booking and refused to refund the amount. We lost £145. Then promised and £25 Goodwill voucher which did not arrive. Avoid this company”

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Posted 1 year ago

“Loved this site until they switched to one key. Terrible move! The free night was the only thing that made Hotels.com worth it and now they took that away. I won't use them anymore.”

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Posted 1 year ago

“No refunds for change of date or cancellation. They charge extra for refundable reservations. Not customer friendly. Ripoff!”

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Posted 1 year ago

“Don’t use this company the app tricks you in a date then changes it then your stuck. I accidentally booked a night bc it changed the date and I couldn’t cancel and was out the entire night like 1000 dollars for the ritz Carlton. I would always use the hotels site to book”

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Posted 1 year ago

“Did I really have to give it one star? Made my reservation, had the email confirmation. Guess what...hotel had no record of the reservation. If I wanted to I was able to book the hotel for hundreds of dollars a night more the day of (event prices) but not for what I booked it for. I will never use them again”

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Posted 1 year ago

“This is the denims time that hotels. Com messed with me. I tried to make a reservation, but they didn't send me a confirmation, abd I couldn't find a record of my trip on their website. So I made another reservation. At the end of my trip, I got an snail from hotels saying that they wanted me to review my stay at the first hotel. I tried to tell them I never stayed there but they kept responding wet don't understand. Then u liked to see that I had actually been charged for the stay. I tried calling chatting with them and they eventually said they needed to confirm with the hotel to see if they'd give me my money neck. Then I called the next day, because they couldn't call the hotel at the time, so I had to do the whole conversation again. This time they still couldn't get a hold of the hotel, so emailed me later to tell me that the hotel refused to give me my money. I emailed back multiple times to say it wasn't the hotel's fault, but they wouldn't change their minds. Their website is misleading and tries to tick you in multiple ways. Do not use it.”

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Posted 1 year ago

“Hotels.com is awful! Scam! Beware! Pay more and book direct. Our room was not clean and had dog feces all over the balcony area we paid more for. Made us pay even though we left. DO NOT USE HOTELS.COM!!!!”

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Posted 1 year ago

“Hotels.com Rewards Gold™ Membership Number: 55780499 rubbish customer service and management services”

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Posted 1 year ago

“Shocking! Use them regularly, then just try and redeem your nights. You can’t, you try and book and then find the hotel doesn’t redeem! Hotels.com=Jokers! Try using their support staff..impossible to deal with and clueless!”

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Posted 2 years ago

“To be fair only gave 1 star as had to to do the review, had hotel booked for march but due to covid the hotel contacted us saying they were closed, hotel.com also contacted us via email saying they assume we wished to cancel as the hotel was closed and to wait for a voucher instead of refund, we waited a couple of months as figured they were busy, when we contacted them they stated we had not cancelled properly and there fore would not get a refund or voucher. They really couldn't care and also accused us of lying about their email, when we said we could send their email back to them they said they couldn't receive emails, they are liars and thieves, do not use them”

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Posted 5 years ago

“Awful experience of late. Promised refunds that don't materialise. Offers of refunds made & then reneged upon. Phone number given out that does not work. Despite being a long standing repeat customer I sincerely doubt I'll ever use this shower of XXXX again.”

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Posted 5 years ago

“Beyod bad.I had a terrible experience after booking from ‘Hotels.com’. We have booked at 29 of August a residence in Karpenisi, for the 26-27 of October. At 10:30, in Saturday the 26 of October, while I was driving in the hi-way and having already driven for 200km, my phone rang. It was an operator from Hotels.com informing me that due to overbooking our reservation was canceled. I spend the next half an hour parked by the hi-way not knowing what to do. I called the owner of the place we had booked trying to find out what was going on. He told me that he had informed the site 15 to 20 days earlier of the problem and he was not happy at all. He also told me that this was not the first time this kind of problems occurred and that he was going to stopped working with them since they were quite unreliable. Then I called the family we were planning on meeting there and turned out that their reservation was cancelled as well, all thought they were never informed from hotels.com... The operator form Hotels.com had offered to find us an alternative to spend the weekend somewhere in the area. She told me that you would be back in touch with me in the next 30 minutes. I am still expecting that call…! After all these I had to drive back for another 2 and a half hours, with 3 small children crying on the back seat. Thank you very much Hotels.com for the wonderful time. Very good and professional job Hotels.com. So what exactly is overbooking? Obviously someone else may book the same place as I did. So what is the purpose of booking something 2 months earlier, if at any time the reservation could be cancelled in favor of somebody else? It is the agencys responsibility to inform me in time, in case something goes wrong. In that case at least a 5 days notice would seem reasonable to me. In the case that they were informed of the problem 20 days earlier I would take 20 days and nothing less. 10:30 am of the day of arrival does not seem ok. They are like a bad joke in real life. After that they offered me a 60 euro coupon for my next recervation with them, saying that they think of us as cherished and valued customers. I just think they are making fun of me... Always check with the hotel first!”

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Posted 5 years ago

Hotels.com is rated 1.5 based on 49 reviews