Hotels.com Reviews

I had a horrible experience with the staff. I had booked a resort in Punta Cana last March. I could not go as I was in critical care in the hospital for failing organs. After I was discharged a couple of days before the trip. I reached out for a cancelation and refund. I was denied it from Hotels.com and the resort staff. Not even a credit. I am still paying for a trip I did not go to due to medical emergency. I will not recommend this site ever again.

I experienced Deceptive advertising & Failure to provide advertised service. Omitting crucial limitations can cross the line into deceptive or unfair trade practices under consumer protection and truth-in-advertising laws if it misleads travelers. (FTC Federal Trade Commission). And the Hotels.com Airport Shuttle filter does just this. One must BEWARE of using the Airport Shuttle filter on their website. It does NOT specify hours of operation & you may be stuck with NO shuttle if you are coming in late. You will find this out only AFTER you book & request a late shuttle pickup.

Cancelled room the next day, and they never canceled it so you charged a service fee from the hotel.

I always use Hotels.com to book my hotel reservations. I arrived at Home2Suites in Fort Worth on Friday night at 10:30pm for my reservation I made through hotels.com over 2 months ago(!) to be told by the clerk behind the counter that my reservation had been cancelled. I tell her I did not cancel it and she says something like "Well, all I can go by is what I see" and essentially said it is my problem. While I spend the next 30-45 min calling hotels.com, she talks on a personal call. I found out that Home2Suites could not fill the room I booked and that morning they called hotels.com to try to switch me to a different room and hotels.com emailed back cancelling my reservation without even talking to me! I had nowhere else to go as most hotels in the area were booked (and even if they were available were now triple the price).

This was my first time on the site. I tried to book a room many times. Customer service helped me book. They cancelled them and kicked me off website.

We had a problem with NU car rental booked on Hotels.com. Used the HElp on their web and it lead us to the NU customer service THAT WE HAD A PROBLEM WITH. OUR hotel had not power only in the rooms and tried to get a credit and find another hotel, they have no customer service.

I prepaid for a room and when I arrived to check in I was told the room had been cancelled and I’ve called multiple times and they won’t refund my money.

I can’t be completely honest with a review of Hotels.com, because I can’t rate them in negative numbers. They deserve a minus 5 and not a one. After cancelling a reservation with them they continued to repeatedly cancel reservations that I had made directly with the hotels. This cause a mad rush following a hurricane with an evacuation order.

I recently took a short road trip to Delaware and booked my lodging through Hotels.com as I usually do. Although things have not been deserving of 5 stars in the past, this trip clearly identified Hotel.com's and pushed me to delete them entirely. My first hotel in Wilmington Delaware, DoubleTree by Hilton, had a zero when it comes to comparing the description with real life. No hot water, hammering above my room, filth, dark room and bathroom, broken elevator, $20 breakfast of cold eggs, cold sausage, and little variety, slamming doors all night....Hotels.com offered me no compensation for deceiving me as to the quality of this property. Then, as I continued my trip of calm and relaxation, and peace, Hotels.com constantly and frequently sent emails asking for feedback over and over, ignoring the feedback I sent them. It was harassment!

I am very disappointed with Hotels.com. I booked a stay overseas through Hotels.com, found an IHG hotel, selected a room, and a specific price. After my stay, I realized that the amount charged to my credit card was significantly higher than the amount established through the Hotels.com portal. Basically, the IHG hotel applied the rate they wanted. Hotels.com did not pressure the IHG hotel to honor the rate I had previously established with them. I am not going to trust Hotels.com for my next trips! :(

I booked this hotel through Hotels.com. La Pasion Hotel Boutique in Playa Del Carmen. They refused to give a refund of unused days even though they misrepresented the hotel on their listing. Details below. This hotel is very unsafe and practically unusable. Most of the advertised amenities did not exist or were totally unusable. We were only able to stay two nights of our seven night vacation before having to check out and find a more suitable, safe hotel. They refused a refund, saying we had to contact Hotels.com because that's who we booked with. When we did, Hotels.com said they had to clear it with the hotel in order to refund our money even though they are the ones that misrepresented the hotel in their listing and are the ones who took our money. The hotel, La Pasion refused the refund. My guess is once this review posts, both sites will update their site to remove the listed amenities they advertise but don't have.

Horrible at standing by their claims. I should have received a refund for an unsafe dilapidated hotel that Hotels.com falsely advertised. Their site claimed amenities that this run-down hotel no longer provided. I have never seen my refund even after it had been approved & after 6 phone calls to supervisors. DO NOT USE HOTELS.com/EXPEDIA!!!

My family and I recently stayed at Hotel Pergola JFK Airport, and unfortunately, the condition of the accommodations was unacceptable. We booked three rooms and expected the rooms to be clean, sanitary, and properly maintained. Instead, we encountered several cleanliness and maintenance issues that significantly affected our stay. The bedding and blankets had visible holes and damage, and the bathrooms were dirty and not properly maintained. I have photographs documenting the condition of the rooms and the issues we experienced.

I had a problem with a hotel I booked through them. The room after the lights went off had too many cockroaches to count. Spoke with the hotel and no manager available. Called Hotels.com to assist and they were not able to do anything. Any hotel that is independently own they can do NOTHING to help you if there is a problem. Find a NEW search option other than Hotels.com. Their customer service demonstrates how much they devalue their customers. NO SUPPORT!!!! STAY AWAY from the Allentown PA Red Roof.

Booked a hotel stay at La Quinta in Raleigh Crabtree. After entering the hotel it was absolutely horrifying. The whole facility smelled of a mixture of cigarette and ** smoke, trash on the floor facility in disarray. Upon inspection of the room, decided immediately that my family couldn't stay at this facility. Went to the desk and returned the keys with five minutes, was informed that since we booked through a third party we would have to contact them for a refund. So contacted Hotels.com and was informed that they couldn't do anything for us, but did say if we wanted to pay a hundred dollars they would attempt to get us a refund of the price of the rooms.

Booked through Hotels.com but was not able to make it to the hotel so I called to cancel the reservation and they gave me the runaround saying the hotel was not able to give me back the refund. When I called to speak to the manager, she said Hotels.com would blame the hotel for not giving back the refund. So I lost money on a hotel I did not stay at because Hotels.com did not want to issue back my money when I booked directly from them and not the hotel. I’m so frustrated and always use Hotels.com to book hotels, but after this horrible experience, I will not use Hotels.com again.

Made a reservation that was non refundable to a property ahead my travels. When I arrived they had nothing but the reservation. No payment and no other information In order to check in I had to pay for the room, again. Second time Hotels.com has done this too me. Tried to cancel - nonrefundable. Talk to a person in chat, who said I will call the property and resolve this. 30 minutes later I am transferred to a higher up where I sit on hold. Went back to the chat because of the frustration of waiting for 40 minutes to get something done.

Hotel.com is a joke. I would never use them again. Customer service is terrible. We booked 2 different trips with them. Had to cancel both. They refunded the trip but would not refund travel insurance. Hotel.com claimed we had to cancel through insurance company. Insurance company said we had to cancel through Hotel.com since we paid and booked through them. Neither merchant would refund money. Never again.

This is a deceptive third party booking machine. Buyer Beware!!!!

Avoid using this site at all cost. They cancelled our reservation 45 minutes prior to check in. This is after we drove 3.5 hours to get here. They then put you on the phone with people that speak broken English and lie to you. Record your calls with them. I did and will be sure to file many complaints.

We made reservations and nowhere during the booking process were we clearly informed of a 21+ age requirement. When we arrived, the property refused to accommodate us and instructed us to cancel the reservations. We followed their instructions, only to then be denied approximately $300 in refunds because the cancellations were made. The property requested us to cancel and as a result Hotels.com no longer allows us to leave feedback about the property or explain what happened. The entire experience feels like a setup. I strongly recommend booking directly with hotels rather than relying on Hotels.com.

If I could leave zero stars I would. Horrible customer service. I wish I would’ve realize how crappy their cancellation and refund policy is. I booked a trip and had a family emergency which was unexpected and last minute. I attempted to AT LEAST have Hotels.com credit me since I do travel often and they refused. I explained to them that a family member had a medical emergency and I couldn’t make it to the trip & kept asking for a credit. They denied and I still had to pay $700 for a hotel room I never step foot in. Don’t waste your time and money with this money hungry company and book directly through the hotel website. Hotels.com prices versus what the hotel charges is only a few dollars difference per day. There’s no real saving.

Sure wish I would have read reviews about Hotels.com before using them. I thought they were a reputable company. Booked a stay in Venice, La through them. Ended up getting charged double for my room, and they would not refund the extra charge - something to do with the stay being non-refundable. Hard to understand the agent trying to explain so there was also a language barrier. In the end after a long phone call trying to explain my scenario, the only help I got was "I'm sorry this happened to you and you had to go through this." So me personally I will never use them again and will recommend to everyone I know to do the same. Hope this ends up saving you some money and headache if you read this.

Hotels.com did not set up my hotel room and confirm it but charged me anyway and sent me a receipt. When I showed up at the property, I was told I had no reservation and the rooms were all sold out. I called Hotels.com who said I would receive a call back with help about a refund and new room. I got no call and no refund. I had to scramble to get a new room myself. I have reported them to BBB and will be challenging the charge to my credit card. I will NEVER use them again. Completely disreputable and dishonest. Don’t bother using them. You will lose money and cause yourself undue stress.

This company's business practices defrauds both the traveler and the hotel. Their fees are based on what they can get from the transaction, rather than providing a service to the market. Irrespective of what the venue charges, the customer is charged "what you agreed to" and if that results in a tremendous windfall to Hotels.com, too bad for the hotel and the traveler! In addition, their customer service is despicable. I would never, ever use them again

On August 1, I reserved a room for three nights. Due to a schedule change, I only required a one-night stay and immediately contacted Hotels.com to modify the reservation. Hotels.com informed me they would contact the property to adjust the booking; however, the front desk later claimed they were never contacted. During this period, the following critical issues occurred:

Absolute Scam. I booked a hotel 2 months in advance specifically for a Hotel Shuttle that was available 24 hours from a nearby airport. I called the hotel a few days before my flight to book the shuttle and they told me the hotel no longer offers a shuttle and they kindly offered to cancel my booking BUT that I had to get the refund from Hotels.com since that's how I had booked it. After over an hour with the chat assistants on hotels.com, they tried to gaslight me saying there was no shuttle offered on their website and asked me for proof. Of course not, because I had booked 2 months previous when the shuttle WAS available.

They suck and if you have a problem you won’t get any help.

On May 30, 2026, I made an online reservation through Hotels.com for an upcoming trip. I’ve been a loyal Hotels.com customer for many years, with countless bookings, and in the past, if I ever made an honest mistake and called immediately, they always corrected it without penalty. Because of that history, I trusted the process.

Booked a room for Owasso Oklahoma. Paid for a double room with 2 queen beds. Received a confirmation with a double room. 2 weeks later I arrive in town. They put me up in a single room, single bed. Hilton then shows me the reservation sent over from Hotels.com stating that I paid for a single room. I then did the 1.5 hour tango of chat/phone calls with hotels.com. Middle Eastern associate you could not understand, just kept putting me on hold. Refused to resolve issue. At one time person chat just said to take the single room. Hilton told me hotels.com does this on an almost daily basis!!! Stay away from these crooks!!

Double charged me twice! (That's how dumb I am.) Reserved 2 rooms, got to the hotel, only one room. Got to sleep with my daughter's boyfriend! Never again!

If I could give it a zero I would. Lies, complete lies, asked to have a booking dates changed. I have the messages to say it will be done, they confirmed it will be done, that the hotel had agreed. Well hotel apparently never heard from them or that is what they are saying after I reviewed them for being unethical. This is in New Orleans at the La Gallerie hotel in the French Quarter. Mind you I did email them and they also ignored me. But my anger here is for Hotel.com who complete lied and then informed me by email 2 days prior to my flight that the hotel would no longer do it. Which is a lie again as the hotel has confirmed they never received contact from them and that it is up to Hotels.com to decide if they change it or not.

I made a reservation for Friday night on Hotels.com website, and when I arrived on Fri discovered they had switched it to Thursday night and my card had been charged. Thankfully, the hotel reservation desk was very helpful and told me how to proceed to get a refund from Hotels.com because I could not find any information on a customer service phone number. He helped me find the number and explained if I called and told them what happened they should then call him and he would approve a refund.

Do NOT do business with this company, or their parent Expedia. Hotels.com sent the wrong booking category to my reserved hotel, which I believe was done on purpose. I had contracted and paid for two premium rooms, but we were assigned lower category rooms. Hotels.com refused my request for a refund. Hotels.com is an awful company, and I have learned a hard lesson.

They booked the wrong date. And I had to cancel it and they said I can't get my money back. I will not be using them again.

I have already posted my issues elsewhere. I used to love Hotels.com. Their customer service was great! No longer. Came here to add to their bad ratings.

Would give 0 stars if I could. I went out town to Chicago in which all hotels were booked, so I went online trying to find a hotel available. Hotels.com is what I ended up using stupid of me. I put in my filters like “1 person, Chicago Libertyville, for Saturday 27th into 28th.” Hotels.com then shows me multiple hotels so I select one that was reasonable priced. Website never says anything about limited availability or issues with hotel room. So I pay. Next thing you know I’m getting an email for the 28th into the 29th, my money taken from my account. I immediately contact IHG who was the owner for the hotel I booked and they said I must reach out to hotels.com, so I do. They tell me they must request permission to waive the refund fee from the hotels back hand team or something but couldn’t get ahold of them. I then get spun through a loop for 2-3 days.

Due to a situation beyond our control, we ended up having to book into a LAQUINTA hotel for an extended stay. We used Hotels website and opened and account with them. Depending on whether my Husband or I was actually doing the booking it would ask for our name. During the last time I booked I used a different credit card. Upon entering it, it asked for my info for the card to go thru. I was logged into the app under our account and entered my info. Upon contacting support to find out why the latest booking was not on our account I was told that at some point without my knowledge or permission the site took my email address and jumped off of the account I was logged in on and created a new account. Starting the key rewards all over as well. I have no login or password for any account except of my original one. This is a scam. They let you go far then play this game. Avoid this site at all cost.

Horrible customer service. They lie about refunds saying they tried to contact the hotel. They don't try, they just take your money.

Avoid Hotels.com like the plague. Terrible company. They took my money, provided a virtual card to the hotel that was not able to be used but would not refund my money stating their cancelation policy. So Hotels.com basically stole my money without providing any service.