Hotels.com Reviews

Purchased insurance for cancellation purposes because circumstances change. I made reservations with 1 of their hotels on their site hotel Royal. Paid for the reservation in full but had to cancel the trip is until 5 months . Hotel Royal did not give the refund and neither has hotel.com they said I need to pay another $289 to get the $678 refund makes a lot of sense NOT. I just hung up on them and opened a case with my credit card company. Beware of what now going on in these industries and they also refuse to answer your call by using AI.

Want to give 1.5 better did offer a voucher. However it took me way to much time to make it happen. I don't like talking to bots. Especially when booking rooms. The bot made a mistake with booking the wrong date. No refund which took 20 mins to handle just a voucher. And no Hilton rewards thru the app. Which I should have known. Won't be using again. Takes too long and bots are frustrating and stupid frankly.

I lost $450 today because it’s virtually impossible to get in touch with a live person during busy hours. The story is not important, the hotel told me if I could get Hotels.com to call them before midnight they would refund the cancellation. I tried for over an hour and could only reach AI Chat bots and virtual assistants.

Upon check-in, the room was gross. We provided photos to Hotels.com and the hotel nor Hotels.com will refund our money. Who holds people accountable? Apparently nobody. Get the protection… no. I don’t need “protection” when the conditions are not desirable nor healthy. Protection is for cancelling due to my personal issues that may arise. It is not for protecting me from a hotel that should have standards. I don’t need fancy, but I don’t need a disgusting toilet, dirty bed sheets, and filthy floors either! I feel zero support in this matter and Hotels.com is not holding the hotel accountable but keeps offering to book for them.

Listing at 39 E 62 Street NYC Lennox Hill Hotel is a SCAM, no such hotel. Booked 5/14-15/2026, only to find building totally closed and under construction.

I booked a stay at Signature Anaheim Main gate on res#**. When I checked in, upon my entry to the room, the coffee pot was missing, the hair dryer was missing, and most of all, the PHONE did not work. I am elderly and they had me running back and forth 3 times for the amenities. Once I found that the phone didn't work, I went to the front desk once again but was told that the manager was not in, and there was nothing (Kevin) could do for me. I was so upset that I turned in my keys within 30 minutes of entry. I was forced to find another hotel at the last minute. I feel that Hotels.com should have my back to get the first night stay refunded. My calls to Hotels.com keeps getting pushed off to other staff. Nothing has been done to help me!

The room was not as clean or updated as pictured. It smelled of heavy cigarette smoke, despite being listed as a nonsmoking room. We stayed at a different place for our trip due to this. We were unable to reach the property manager via message. Hotels.com, who we used to book this stay, was not at all helpful. They even admitted that they were unable to stay in touch with the property manager by way of message and phone call. We were denied a refund (full or partial), even though we did not stay. Hotels.com told us that it goes against the cancellation policy for this stay, even though we reached out to the property for resolution and got no answer. Ultimately, the apartment was not as described and smelled of smoke, we left within an hour of arriving, we have requested a refund for a falsely-advertised nonsmoking room, but we have been saddled with the full bill. Do not stay here.

Wish I had read reviews before using this app. I paid extra for insurance only to find out the hotel I booked would not honor. Will never use Hotels.com again.

Scammers!!!! We booked through them and then had to cancel. We canceled well within the cancellation period and they are refusing to refund our money. When I call, they say it could take months. However when I booked, they took my money immediately. It's been weeks and I have even called the bank as they say to do. Nothing, no refund from them. They are complete scammers.

We got scammed by Hotels.com. They took our money. We went to check in at the hotel. And they didn’t have our reservation number or my name and they charged us a higher price for the same room. We try to call the phone number on my receipt and got the person at the front desk standing in front of me. She told me I had to call hotels.com. We tried to call them. No good phone number to call hotels.com. Please don’t ever do business with hotels.com if you're smart. Worse customer service and they scam people with higher rates. May 9 2026.