1.2/5 (149 reviews)

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Overall Rating1.2 out of 5
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Page 1 Reviews 0 - 5
Verified Reviewer
Original review: 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.

2 people found this review helpful
Verified Reviewer
Original review: 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.

3 people found this review helpful

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    Verified Reviewer
    Original review: Oct. 18, 2022

    The hotel itself is beautiful, good location and I appreciated that it had a pool and great views. Also, bar has variety of drinks and restaurant offers delicious food. Love their hospitality. Helpful, courteous staff. The room cleaned once during that time. Easily scheduled and completed to our satisfaction.

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    Verified Reviewer
    Original review: Sept. 20, 2022

    Awesome service and such friendly workers. Great infrastructure, perfect swimming pool. Love to visit again! I would recommend staying here, clean rooms and overall good service. The hotel is a little dated in some areas, but overall well kept. Good location and best infrastructure.

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    Verified Reviewer
    Original review: July 19, 2022

    After booking a VERY expensive Florida hotel I started reading some reviews that were very unfavorable and decided I no longer wanted to stay there. I contacted and was initially told I was past the cutoff date to cancel or make changes. The representative offered to call the resort on my behalf to see if they would cancel my booking without penalty and they agreed. Also I received my gift card credit back within an hour so I was able to book a new stay right away. Great customer service.

    3 people found this review helpful
    Verified Reviewer
    Original review: June 6, 2023

    I have been using mostly because of their reward program otherwise their prices are the same or several times more than other sites or the actual hotel. I have 8 nights on my reward card and recently booked 2 additional nights. With 10 nights you earn a free night (even if of a limited value) and I was looking forward to getting my reward night only to discover that the 2 nights had not been credited to my account. This happened because I switched the email to my personal account and according to their policy, even if I proved that I'm the same person, my card is the same, and I was asked to provide itinerary numbers and payment receipts from the hotels, there was nothing they could do to merge those 2 nights. Quite an awful policy I would say because they lost this customer for good.

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    Verified Reviewer
    Original review: June 5, 2023

    As someone who travels frequently for work - sometimes months at a time, spending 30/30 days of a month in hotels - I have used since 2016, religiously so. I loved the ease of the original app and the fact you could find listings very easily in whatever region you were looking at. They offered the BEST prices compared to booking directly, and I loved the idea that I was building up "reward nights" to any properties I wanted to stay at vs. just IHG, Hyatt, Hilton, etc points like a lot of my colleagues were doing. I had successfully convinced people to also use because of the ease and the absolute excellent customer service I received while their "Gold Member" status and support lines were still a thing.

    Now post Covid, they've completely re-done their app and website that has basically taken away all of the amenities I loved most, most importantly the Gold Member status/customer support specific hotline. Now when you have an issue? You get directed to someone in the online chat who only posts scripted responses and does not actually address your issue, or you have the same encounter on the phone. I was usually never on the phone for longer than 20 minutes in the past when now all of my current phone calls have been between 60-150 minutes. Most of the time because they were just trying to transfer me to another department, which I would then have to explain everything all over again, just to have them not know what to do so I would be transferred again ...

    My most recent experience was the nail in the coffin as I booked a stay an apartment complex owned by StayKeepers Homes that was being rented through I was ultimately not able to stay at this property because the rental company would not provide me with an approved parking space, but looking at the unit - it was a complete scam and was not ANYTHING like was was posted/shown in the listing. I also rung up almost $50 in international call charges due to their support number being in the UK! Had I known this from the listing, I probably wouldn't be as upset, but is claiming ignorance in this whole ordeal and no support rep knows who to transfer me to talk to the issues with this property so that it can be re-reviewed to possibly be taken off of the website/listings.

    The customer support lines - both online and off - will leave you on a wild goose chase that will just circle you around to where you started. I have NEVER experienced this in the past with and am crushed to see them fall from grace like this after 7 years of loyal use. Oh well. Luckily for me there are a ton of other hotel rental app options so I'll be deleting my account with after I use up the last of my credits. Shame on the execs who tanked the app like this.

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    Verified Reviewer
    Original review: May 28, 2023

    After a 12 hour day we arrived at a Hampton Inn just outside Orangeburg NY with a confirmation number. The clerk said there was no room for us as they were booked. The reservation was made two months in advance of our intended stay. We rechecked the date. It was correct. Then we called for customer service assistance. After speaking to one person he transferred us to another who he was sure could help. After 1 hour and two minutes he could not find a comparable hotel within an hour where we could stay. This person was in Asia, spoke broken English and was not fluent. We asked for a refund which took another 5 minutes and drove another Five hours home. A 20 hour day. Do not use Hotels.Com. They do not care about their customers. sent a follow up e mail asking us about our stay. There was no stay. We will never use this site again.

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    Verified Reviewer
    Original review: May 24, 2023

    I booked a room with Sonesta Hotel at Flagstaff. I got totally different room (downgraded) with higher prices. Very rude service from both hote .com employees and the hotel staff. I paid an insurance to make sure I will get the correct room. They are just stealing customers' money.

    2 people found this review helpful
    Verified Reviewer
    Original review: May 22, 2023

    Reserved a room for 1 night at 20% off. It wasn't a huge savings ($23). But it was the reason I booked the hotel. When I checked the booking they charged full price. I called and let the company know about being charged the wrong amount. They said, "You have to check the time left and rooms available for the deal." Really? That is not accurate. There is no such thing on the site about time left. They refused to do anything about it. Pretty crappy business move. Honor your ad!

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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.

    • Free hotel rooms: Travelers receive one free night for every 10 they book.

    • Group discounts: offers discounts for large groups.

    • Secret Prices: Travelers can access Secret Prices by downloading the app, subscribing to emails or becoming Rewards members.

    • Negotiation tool: The negotiation tool at lets travelers set their own prices to get better deals.

    • 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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