Hotels.com

Hotels.com 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.

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.

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.

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.

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 hotels.com 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.

I have been using Hotels.com 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.

As someone who travels frequently for work - sometimes months at a time, spending 30/30 days of a month in hotels - I have used Hotels.com 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 Hotels.com because of the ease and the absolute excellent customer service I received while their "Gold Member" status and support lines were still a thing.

After a 12 hour day we arrived at a Hampton Inn just outside Orangeburg NY with a Hotels.com 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 Hotels.com 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. Hotels.com sent a follow up e mail asking us about our stay. There was no stay. We will never use this site again.

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.

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!