“Hotels.com totally forgotten about the customer and customer care. It has 100% focus on their own rights. It is all ok till you pay after that the conformation they send is uselsess. Really unhappy, Hotels.com wasted my time and still I dont have any reasonable conformation. The call center guys are very nice and do what they can however hotels.com is ready for a fall. I dont recommend hotels.com and rate them zero. Very bad.”
“Warning! I travel with 3 children so we have needs of breakfast and washing offcourse under a so long stay at the same hotell.
I specifically marked show only hotels that offer breakfast and washing machine.
In their app and webb version a hotel came up and showed breakfast included.
I took a screenshot that I saved and sent it to my partner telling him that this hotel seems nice for the kids because the meet our two requirements with breakfast and laundry.
The hotel also showed nice photos on the webb and app on breakfast. I was happy in good faith this would be a relief to us as a family. But we were so missledd by this company.
The hole way on the booking process the app told me my two requirements was good.
But arriving at the hotel after 25 hours of travelling non of these requirements where available.
I contacted hotels.com that 100% said that they were not going to help me. I looked in detail on the recite, and there it was: no information about breakfast.
But all the way in the app information showed breakfast. But not after payment.
It is like you buy a computer online. Every picture show your computer, but you receive a toaster machine instead.
Yes, we a fooled and we sincerely want to warn people using this app and webb for booking your vaccination.
I took a screenshot that showed the hotel were this information shows clearly on the day I booked. They refused and in the costumer chatt they just ended the chat conversation abruptly without waiting seconds.
As a costumer there was no way to replie.
I urge you, specially if you are a family travelling with children. Do not trust this app or webb version. Bog risk to get fooled by this company.”
“I recently had to cancel a booking due to a death in my immediate personal life. I missed the cancellation deadline by one day, so I contacted customer service to explain my situation. The cancellation was necessary because I had to fly to another city to attend my best friend’s memorial service.
I made it clear that if a free cancellation wasn’t possible, I was willing to keep the booking and simply change the dates. I later received an email stating that the hotel would allow a date change—but only if I paid a new fee that was nearly 280% higher than my original booking. My original reservation was $207; the revised charge was $580.
I provided proof of the memorial service and proof of my flight, yet no compassion or consideration was shown. This was not a cancellation due to convenience or a change of plans—I was canceling because my best friend of 27 years passed away.
As a result, I am now paying for a hotel room on the original date, even though I will be in an entirely different city attending her memorial. The complete lack of empathy in this situation has been deeply disappointing.”
“AVOID AT ALL COSTS HOTELS.COM VERY DISHONEST!
booked a Hotel room in London through Hotels.com. I paid extra for free cancelation up to 48h before stay so if anything went wrong I could cancel. I received the booking conformation and the hotel also confirmed my booking sending me a message that I need to to have ID confirmation as expected. 30h before the booking I received a message from the hotel (Garden view Hotel) stating that guests are not allowed in the rooms. I had a professional massage booked and I got informed of this when cancellation period was over? Why didn't they inform me when I booked at the same time I made a special request or with the ID request? It was also not stated anywhere in the rules or terms in the hotel discreption! I contacted hotels.com to cancel and book another hotel but they refused to do that although they admited in the chat that it was not stated in the rules anywhere. The first agent ended the chat and the second agent kept stating that it's outside the cancellation period although they admitted the hotel was wrongb and didn't state the guest rule. This is a scam and dishonest especialy from the hotel that waited untill my free cancellation period was over to send me the rule. hotels.com customer service was terrible and they didn't want to help! Shame on you hotels.com!!! My booking refrence is Itinerary #72073393536107”
“Used before and was all OK but this time when an issue came up with the hotel they were absolutely useless and were just fobbed off by the hotel. I have spent hours onto their customer service and despite taking the payment for the hotel they were not able or willing to do anything about the issue.”
“I have used Hotels.com for years and currently have over $800 in rewards sitting in my account. All I need to do is update the email address tied to the account. That email no longer exists.
Their system will not allow me to update the email unless I confirm through the old address. That is impossible. There is no alternative verification process. No identity validation. Nothing.
I spent over three hours in chat and on the phone. I was escalated to senior support. Everyone was polite, but completely ineffective. No one could fix a basic account issue.
Their solution? Create a new account and “try” to transfer the rewards. No guarantee it will work.
It gets worse. When I attempted to create a new account with my personal email, the system blocked me because my phone number is already tied to my existing account. Their advice was to use a different phone number.
So to fix their broken system, I need a new email and a new phone number.
This is archaic infrastructure and powerless customer service. For a company of this size, this is unacceptable.”
“Går inte att lita på
Hotels com
Tog bort 10 stämplar för mig och hävdade att jag avbokat trots att jag betala över 50000 ske sam bokat hotell både före och efter. Lita av tråden. Finns mycket innan chattade med mins 3 personer som all skrev att de läst tråden men ändå ställde samma frågor.
ögonblick medan jag läser igenom er konversation, sedan är jag redo att hjälpa dig.
Har redan bevisat att jag bodde på hotellet finns en bil på kontoutdrag från utchekningsfahen.
Hotels.coms resebekräftelse – tis 23 dec. – (resplansnummer 72067523535320)
och i bekräftelse ni skickade 26-10-2025 framgår det tydligt att stämplar gäller
Anders, enligt min kontroll visas den här bokningen som avbokat.
Eftersom bokningen var avbokad och aldrig utnyttjades kommer inga stämplar att tillämpas.
Så nu börjar vi om
HYATT VIVID PLAYA DC
-7 710,12 kr. Utgående
Hantera transaktion
"Anders, eftersom bokningen redan är avbokad kan stämpeln inte tjänas in för en avbokad bokning
Vad är det du inte förstår har visat att jag bodde där och jag har inte avbokat
Anders, baserat på den information som finns tillgänglig i vårt system, tillhandahåller vi denna uppdatering. Bokningen visas som avbokat
Någon har gjort fel och det drabbar mig
Boka aldrig me dem.”
“hotels.com is not an honest company. I booked a stay at Planet Hollywood (equally dishonest) for £70, and at check-out I was surprised with a bill for $62. Searching the booking, this information is very hidden in small print in the contract. The $62 is per night and per room; luckily I only stayed one night, unfortunately I had two rooms. If you can, avoid this company; I'm going to close my account with them.”
“When I booked a hotel room for my husband and I for a 2 night stay, I inadvertently booked a double room for sole occupancy. When I tried to change it on the phone the next day they wanted to charge me £90.
The room was the same price for sole or 2 persons. What a rip off.”
“AVOID! Awful experience with Hotels.com. The price jumped at the exact moment I tried to book, while the price on other sites stayed unchanged. It felt like a seriously shady tactic, and I’m done using them.”
“I have been a member of Hotels.com for about 10 years. Recently (about a year ago) my rewards stamps did not register. I tried customer service many times and after 2 months of promises of speedy resolution, out of the blue I got an email from Hotels.com "We're sorry your account has been closed, we can't help you'. And that's it.”
“I booked two rooms at Hyatt Place Peña Station/Denver Airport through the Hotels.com app and prepaid in full. However, when I checked in, the hotel charged me again directly.
Hyatt only refunded one room charge and claimed they released everything, but my credit card statement proves otherwise.
I provided Hotels.com with my statement multiple times, yet all they did was tell me that the hotel would contact me — which never happened.
After waiting over a week, I reached out again, but Hotels.com had no record of my complaint and simply asked me to resend everything.
It has now been over a month of repeating myself, resending documents, and receiving nothing but apologies with no real solution. This is not just inconvenient — it’s negligent.
Hotels.com failed to protect me as their customer and ignored clear proof of double charging. Hyatt failed to return my money despite admitting the duplicate charge.
I expect an immediate refund of the outstanding room charge and a formal explanation of how both companies allowed this to happen. Until then, I strongly advise other travelers to avoid booking through Hotels.com, as they do not stand behind their customers when things go wrong.”
“Stay away from this company they are a fraud. They are a scam . They act as the agents but then turn around and tell you they can’t give you a refund due to hotel policies they have never even mentioned to you when you booked . They tell you to get protection plan for your booking but don’t actually provide you with the protection plan. Please stay away from them you will lose money and you better off booking with the hotel directly instead of a middle company who does not protect you and gives you false information”
“It's so disappointing after long time loyalty to a company, they treat you so badly to resolve a simple problem. Hoteis.com is failing in just transfer some credits from the rewards program. I've been contacting then for 2 months via email, and now lately they keep saying: "We would like to request that you provide us with the best time to call you and that you have an alternative number where we can contact you". Then I answer providing it and nothing happens, is so annoying and disrespectful. The worst is that every email they start with: "We regret any inconvenience that this has caused you" and finishing with: "In the meantime, please let us know if you have any additional questions—we're here for you and want to ensure you have a good travel experience." Is like calling us an idiot.”
“The hotel I booked sent an email on the very day of the travel saying that they could not honour our visit. Hotels.com asked me to book another hotel while waiting for them to handle the refund. They did not manage to do this, so I ended up paying for both hotels, and the trip ended up being really expensive. Stay clear of this company, they will not help you out when in trouble.”
“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.”
