Hotels.com Reviews

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.

We used Hotels.com to book a motel with a pool. The pool for my grandson being the main reason we booked. I arrive and there was a sign on the door saying that the pool was not working. I went in to discuss, the check in clerk said for me to cancel and that she would approve the cancellation. Called Hotels.com and they said that they would cancel and it would take a few weeks to show up on my credit card. Found a motel that did have a pool and drove there. I thought all was well until we were told then that NO there would be no refund. Now, it wasn't that much money- $199. I just don't like to be lied to. Hotels.com doubled down when I tried to get the credit card company to reverse the charge. SO, just be aware of Hotels.com. They are a bunch of liars and apparently proud of it.

I have never been so dissatisfied with a company and its customer service. I cancelled a refundable booking, they did not inform the hotel that I cancelled and so the hotel charged me for the full booking because they were not properly informed. They refuse to help in getting me the refund I deserve for a stay I did not take.

I booked a hotel with them for approximately $180 a night. I woke up after the first night at the hotel to a charge of more than $600 a night. The hotel doesn't even have rooms at that high a price. They refuse to refund the difference.

Would give 0 if possible, contacted and let them know I couldn't make the reservation due to the fires, the hotel has no problem giving me a refund as I already talked to them, Hotels.com says they can't reach anyone after I have given the number to contact multiple times, what a scam and poor way to do business, it has been 3 days and they can't contact hotel when I have for the past 3 days.

Booked a Hotel then cancelled that evening. Received an email confirming the cancellation, Next day I get emails saying they expect me to show, I forwarded the email to them. Called them and they said they never received a cancelation or have record of the number. Called Hotels.com and the guy wanted a photo of the cancellation sent to a email address he just sent to me. 5 minutes later the cancellation email disappeared. Fortunately I printed it out and sending it to VISA fraud Dept. DO NOT USE -PRINT OUT EVERYTHING!

An awful experience. I reserved a hotel for my daughter and family at Spark in San Antonio because it listed an airport shuttle. When they got there, the hotel said a shuttle must be requested 24 hours in advance. Hotels.com refused a refund. The website is misleading and I will be contacting the BBB unless they contact me and provide a refund. Customer service is in another country and useless.

This was by far the WORST experience with a company I have ever experienced. I chose to book now and pay later for a room and they immediately charged me and refused to give back the funds. I had purchased the insurance for free cancellation that they would not honor. After weeks of back and forth and then pointing fingers at the hotel itself (whom never even received the money) they finally agreed to refund it (currently still waiting for it though) but with a fee even though the insurance was supposed to cover that. And they won’t refund insurance, they said it exceeded the 15 days, we’ve been waiting on their response and it’s day 16… how convenient.

I made a reservation for St. Regis in NYC. They did not confirm my reservation. I tried contacting them to no avail. I booked again and Hotels.com charged me twice. I have proof on my charge card. I’m disputing it but Hotels.com won’t take responsibility. This company is beyond awful.

If you book with Hotels.com make sure you check the date of booking. I booked a room and realized wrong date and canceled. They refused to refund my money. I will never book with them again.

Call the hotel first before booking with this site. I found that Hotels.com was more expensive than the hotel charges. And Hotels.com customer service would not honor what the hotel would. I will never use Hotels.com. I could have saved $17.06 by booking directly with the hotel. The hotel denied the request to be able to cancel without losing my complete cost for the stay of $426.66.

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.

I have used Hotels.com exclusively for making hotel reservations for about the last 25 years. I don't know what's going on with them but I have been trying to cancel 3 reservations this week and their app/website won't allow me to cancel them even though I am 7 weeks within the free cancellation period. One of the reservations has already been paid for. They have told me they are issuing me a refund but I'll believe it when I see it. I called one of the hotels directly and they said I can't cancel it myself because I booked through a 3rd party. They said hotels.com has to cancel it, but hotels.com tells me they can't cancel it either. I am beyond annoyed at this point! I will NEVER use hotels.com again!

Had to cancel a hotel trip due to a major snow storm in the northeast back in February 2026. After numerous calls to Hotels.com and their various sub companies was unable to get a refund. I filed a BBB complaint and shortly after I received an email claiming I will receive a refund for the booking. Weeks later still waiting and playing phone tag with a hotels.com resolution team who can't refund the original payment via PayPal so months later I'm still waiting for the refund. Hotels.com has the worst customer availability. So far have spent hours on the phone with numerous people. See less.