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Overall Rating1.2 out of 5
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ConsumerAffairs has collected 3,685 reviews and 3,550 ratings.

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Reviewed Nov. 24, 2023

I truly cannot understand ANY negative comments about this website and the services it provides, notably with regard to lodging accommodation (which is my specific experience, with them). This is the best of the best of the best, regarding hotels. Indeed, you should shop around elsewhere also (Trivago, Expedia), but once you make your choice, just book it here, in this website. I purchase our (family) flight tickets on Expedia, but our hotel rooms, on this excellent website.

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Customer ServicePunctuality & SpeedStaff

Reviewed Nov. 17, 2023

I was having a hard time getting a refund & was frustrated but finally called customer service & spoke with Jerany via phone. He was very very helpful & resolved my issue very quickly & gave me a call back to let me know that what was going on. He is the reason I would give a 5 star review. Very polite & understanding. needs more people like him that actually care about the customer.

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    Customer ServiceStaff

    Reviewed Jan. 3, 2023 has always been amazing with helping me with changes/cancellations on the phone. The agents are professional and quick to understand my problem. The four times I have called, they have instantly been able to make changes and send me an email with the receipt. I will say that their site and the virtual agent are not always as effective which is how I ended up calling in the first place.

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    Punctuality & SpeedStaff

    Reviewed Dec. 30, 2022

    Good atmosphere and great people. Shuttle service was fast. Perfect I found the hotel in terms of services and food. I would surely visit the place with my family in the coming days. Amazing service right from check-in to check-out.

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    Reviewed Nov. 26, 2023

    We are gold members and used them for years with no problems. But we are starting to realize how useless using a 3rd party to book hotels is. There is no reason to spend more to book with We came to an agreement with the hotel we were staying at to check out a few days early. The hotel agreed to refund us. put a stop to that despite saying they would honor it. We have confirmation from and the hotel we stayed at that we can be refunded. However hotels.Com played stupid and ignored us when we asked for refund. There is no reason to use a 3rd party that is as useless as I understand now why more influencers and younger people are booking directly with the hotel than using a 3rd party. Years of loyalty and now we will no longer use hotels.

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    Customer ServiceCoverageStaff

    Reviewed Nov. 25, 2023

    I made a reservation on their website based off the days I put in and when I checked out it had adjusted the days by one day. I immediately reached out to them within seconds of the reservation to get them to change it to the next day for my reservation. I was told because I did not pay extra for their insurance which is a SCAM that they could not help me. Then the agent who is a liar said he called the hotel and they refused to change the date and that I was out of luck. Even showed them where their platform made the mistake but they will do nothing about it. I was told I could get an email to request a refund and I have sent all the screenshots to prove their mistake and sent over 5 emails after that and have received NO RESPONSE from them at all. Do not use them.

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    Online & App

    Reviewed Nov. 25, 2023

    My wife and I booked with and on the website for surestay by best western in gatlinburg Tn. We go to check in on October 5 2023. The hotel is unsanitary to stay there so we ask for a refund. The desk Clerk said comeback in the morning so we go to another hotel and pay again with hotels.Com. We go back in the morning to see the manager. The manager said it was out of her hands and the credit would have to come from so I called. They said, "Wait till October 10 2023. We will give you a refund." Here it is 11/24/2023 still no refund. Can someone please help me? I am out $662.20. Please help me.

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    Reviewed Nov. 20, 2023

    I recently made reservation through Our experience at the property was awful. Shortly after checkout I received email from with a prompt to leave a review. I decided that it is good idea to let other travelers know to stay away from the place where we were. I went ahead and wrote a lengthy review explaining all the issues. This review was never posted. Just keep in mind that they filter all negative reviews.

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    Customer Service

    Reviewed Nov. 18, 2023

    We had $247 worth of rewards that this company converted to KeyCash and have them expired in less than 2 months after conversion. When we tried to use it, they said it was expired less than a month ago. No reminder whatsoever. No customer service you can rely on. They respond everything you said with an automated text. I will NEVER use or recommend this site, so sad because it used to be operating so well. Go try Google Booking or even Hotwire, you will get a better worth of your money.

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    Customer ServicePunctuality & SpeedStaff

    Reviewed Nov. 17, 2023

    I booked a hotel room with the "one key cash" I had on my account. I had to cancel the reservation due to personal issues. This was several days before the reservation date. I couldn't get to a human being, only a bot/online agent. I was told that the reservation was non-refundable. That was completely hidden in the booking, so it was a complete surprise to me. In essence, they and the hotel get a profit and the customer gets screwed with no recourse. I would understand if it was last minute, but days in advance? Why even give them the courtesy to try to cancel ahead of time at all? Just don't show up next time, that way they can't make double profits on a room you won't use by booking it to someone else.

    Also, their customer service is simply horrible. As I said, you can't even reach a human being. The sad thing is, this used to be a decent company and I had used them for years, but since they revamped everything and use the stupid "Key cash" instead of actual money, things have really gone downhill with their customer service and transparency. As someone else here mentioned, the word to describe their no refund policy - which they hide in the small print when you book and you have no idea that your booking is nonrefundable until you find out the hard way - is CRIMINAL.

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    Loading more reviews... author review by ConsumerAffairs Research Team is a website dedicated to helping travelers find lodging at hotels, motels and resorts. It lists deals from over 325,000 hotels around the world.

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    • Last-minute deals: regularly has up to 20,000 last minute deals for travelers.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services. Company Information

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