Hotels.com Reviews

I have had horrible customer service with these people! Their website changes from what you click on and choose, I chose cancellable hotel. And had to change the date a couple of times. And apparently they themselves changed it from cancellable to non-refundable. I only found out about this after seeing on my credit card that I didn't get the refund. I called them, and they promised me a full refund. When I called them back, they said, "Oh, we refunded the one of when you changed the dates, we only gave you 50% from the original"! Really? I have lost $314.00 and will NEVER, EVER use them again. I would advise against dealing with them!

If you would have to deal with Hotels.com regarding any type of hotel booking and arrangements, be ready to start another war, this time not with Vietnam but with Philippines. You will hear all sort of accents except the English one... Then, they will drop all their mistakes and issues on behalf of the hotels like Hilton or Marriott (Who are BTW losing a lot of credibility with these fake accommodations search engines). Also, expect a BAD phone FACE hangup since you start pushing further to get your money back or changing anything with your reservation. Anyway... If you would be lucky, you will hate your trip before even you leave your place, I'm saying if you are lucky cause at least you are expecting some discrepancy with your upcoming trip.

Dealing with this company has been one of the most frustrating, unprofessional experiences I've had in a while! I book thru this company due to special rewards with my Capitol One Venture card, and what a mistake! They will not honor nights spent and paid for, then to speak to a "supervisor" was a joke! The non clear English speaking representative (titled supervisor) was so rude and unprofessional, it was appalling as a consumer to have spent money for services with this company! If my upcoming booking was refundable...I would definitely take my business elsewhere! I have spent hours on the phone reassured I would get rewards for my nights spent, and yet very rudely told that I can no longer be able to claim that reservation because it had been more than 5 days...when an email states otherwise! Save your health, time, and money by taking your business elsewhere! BUYER BEWARE!

My experience with using Hotel.com could be the worst online experience dealing with a company with the exception of insurance companies. They were untruthful with their promises, they stonewalled and misrepresented their price match guarantee and they shortchanged me over $300 dollars. Never will I or anybody that I ever have a conversation with use these thieves. And they have farmed out their customer service people overseas to pleasant young people who can't speak recognizable English.

We have very bad experience booking with Hotels.com. When the book online, the price shows 140 and night. By the time I complete the booking and pay it was 1880. When I get my Credit card email it was 1995. We spent hours on talking to them email them. At the end they give us a refund on the coupon. I want my money back because I had to pay extra on my credit card for no reason. I would like to cancel the deal. I like to stop payment with my credit card. Very unfair business attitude.

I made a booking online with Hotels.com yesterday (Jan 25th) and had provided a new credit card which I hadn't realised was not activated. Within 12 hours they had cancelled my hotel accommodation without any contact with me at all. I only found out because the hotel contacted me to inform me of the cancellation. I contacted Hotels.com, and you may as well have spoken to someone on the moon, for all they were interested in or capable of doing, they totally blamed the hotel which was not true at all.

Received an e-Card for Hotels.com for Christmas. When I attempted to use it, I kept getting an error message and instructions to call a number. After speaking to 9 different people, none of which had anywhere near a command of the English language and each transferring me to someone else, even someone at Disneyworld which had NO connection to the transaction. I was finally told the card was used and the account closed. They indicated the card was used 4 days after it was given to me. I did not use the card. No one had access to the card number and pin except me and Hotels.com. They would not tell me where it was used or what name was used even though they would have made the reservation. They would not give any assistance to try and discover who had stolen my gift card number and used it.

Booked a room to attend a funeral in SF which had changes made. Within 24 hrs of booking this hotel through Hotels.com an attempt was made for a Cancellation. Without exception for all dates present and 4 days into the future (5-day reservation), whereby the hotel will be re-booking this room for which I never checked in, they refused to refund ANY of the more than $2,200 charges for the single room. They do have a waiver policy which they denied... for all days including those into the future. This was denied because despite our attempt to Cancel within the waiver cancellation period Hotels.com deliberately made no contact with the Hotel so they could keep all of the $2,200.

If I could leave zero stars I would have. Their customer service support does not exist and the people in India have no clue how to speak English. I want to book 4 rooms and waste over an hour. Although I am Silver with them, I will probably Go with AMEX Travel. I do know Expedia does not own them.

Cancelled 2 reservations to change days of stay, rec'vd confirmation of cancellation, when we got to Tropicana in Laughlin they told us we had 3 reservations and were going to charge us for the cancelled ones. Hotels.com NEVER communicated to Tropicana Laughlin of the cancelled reservations. Hotel was good enough to waive the other reservations without any fees. Hotels.com has to start communicating with the hotels of any cancelled reservations, this is bad for business and also embarrassing.

I booked and prepaid 3 nights at Super 8 in Hotel Circle in San Diego through Hotels.com for $61 a night. I was offered that rate for one or all three. I did not want to stay there after the first night. The hotel staff agreed that I would be refunded for the last 2 unused nights. They told me to contact Hotels.com and that Hotels.com would call them and get an approval to refund last 2 nights. I did this and Hotels.com told me that they had received approval from Super 8 for the refund. However, When the Hotels.com representative gave me the refund he charged me $95 for the night I had already stayed. He told me that was the rate. When I booked the room it was $61 and no mention of night number. I believe this practice to be unethical and deceiving at best and suspect it may be illegal at worst. It is the last time I will use Hotels.com/Expedia for anything.

I went online to see what the prices were for a hotel in Tomahawk WI and website Trip.com were $24 cheaper per night for the 2 nights I was looking at. And both customer service and manager were arguing with me saying that it was not cheaper price online. After I use my free night I will no longer be using Hotels.com after this experience!

I made a reservation on Hotels.com using my account. But I put my husband's name as the guest name and my husband's email address to receive the confirmation email. During the process, I did not enter credit card number except the CVS code. After made the reservation, I checked my account, but I did not see this reservation. Checked my husband's email account, he did receive the confirmation email, but at the same time, Hotels.com created an account for him. We always use my account to book hotel. So I called the customer service and explained the problem. I was told the reservation was made in another account instead of mine. They told me there was nothing they can do.

On arrival at the hotel I had to pay additional charges. Everything was supposed to be included in the upfront payment. Hotels.com did not help to resolve the matter: Misleading offer, very poor customer service by hotels.com.

Hotel look like nothing we booked. Not one picture matched. Care on the floor, soap scum and hair in the tub. Rust in the sink and tub and dirty. Elevators broke down. To check in we had to walk down a block and a half in the heat, thank God it wasn’t raining. We will never book through them again.

DO NOT Trust them. Misleading info at dodgy hotels. Nothing is straightforward. If there is a problem with the dodgy hotel they refuse to help and refund. They pass you around from department to department and blame the hotel. Won't offer support or refund. They don't take responsibility for their poor services. NEVER AGAIN. KEEP CLEAR.

This website is the worst. Predatory And, illegitimate. Against my better judgement, I was encouraged to book through them. They booked a hotel that had a similar name, similar address and similar room options - even after I stated the correct name, address and room type 3 times. I was made aware it was nonrefundable. Once I received the confirmation email - It was not the correct hotel. I immediately called; they offered no solution. I stayed on the phone for more than 1 hour to rectify this and also spoke to their superior. They told me not to bother calling the "wrongly" booked hotel. Basically, they get your Credit Card and provide it direct to the hotel and tell you they are following Hotel policy. They are following their OWN policy.

I have used Hotels.com for the last 2 years and have had consistent success. I can compare available hotels quickly and easily. I also know I’m getting a good rate. I read many bad reviews here by people who do not pay attention to details - terms and conditions, added fees, etc - all of which are clearly spelled out. I also see complaints about deceiving images, but these are marketing pictures from the hotel. What do you expect? If it looks too good to be true, read the individual review for that hotel. If you had a bad experience with the hotel, write your own review. There is a link to Yelp on all of them. Nothing is hidden.

The room we selected influenced by the photos isn't what we got. We paid an additional $30 for a family suite and got a 2 queen bed regular room with bunk beds squeezed into the corner. Tv didn't work, water wouldn't get warm and our thoughts wandered of the many ways the blood could have gotten all over the room. They say you get what you pay for, but we didnt even get the chance to experience that disappointment. If Time Warner got into the "hospitality" business it would be Hotels.com. It was their website where the initial misdirection began.

My husband and I traveled to New England during 2017. We earned our free night by booking 10 nights through Hotel.com. During 2018 my husband battled cancer and was too sick to travel. He is doing great so I went on their site to book a weekend out of town. My free night had expired. They never sent a notice or email that I was going to lose it. I got online and was told there was nothing they could do. I feel like when you earn something it should remain in your account till you use it. They lost a good customer and I will never book through them again.

I just literally made a reservation through Hotels.com 20 minutes ago for Bryce Canyon Resort in Bryce Canyon, UTAH. I wanted to cancel 10 minutes after I made the reservation, because my friend booked another hotel. I call back hotel to cancel, they refer me to the third party (Hotels.com). They let me know that: "It's not our fault, this reservation is non-refundable, the hotel doesn't want to return the money." Now I get it, it is MY FAULT, for not reading down below before booking, but really? $145 gone to the hotel (they should at least change their bedspreads) and who knows what percentage goes to hotel.com from RIP-OFFS like this. I get it, everyone wants to make money, but this is more like "pay for your mistake" than anything else. I guess live and learn: never will I use a third party to book my hotels again. Shame on you Hotels.com and Bryce Canyon Resort for allowing these kind of unscrupulous practices.

Booked my 3 days stay at the Hilton Manhattan via Hotels.com - Big Mistake - When I checked in the receptionist told me that Expedia (Assuming they own Hotels.com) sent the booking to them as 2 days and a 1 day so 2 separate bookings were sent from them so that's how they were going to set me up at the hotel. I was exhausted so didn't think this mattered. I was advised that another person staying at the hotel also had this problem. After 2 days were up they just canceled our room key so we were locked out of our room with my family exhausted from traveling having to wait 30 mins until I got the reception to issue a new key to our room for the last day of our stay.

I booked a stay with Hotels.com to the same hotel that I stayed before in Dominican Republic. The prices they listed on their website is not exactly the same provide by the hotel. On Saturday night, they normally let you see it as $20 cheaper than any other hotel but then slap you a hidden charge later. For Sunday, Monday, and Tuesday in these slow nights, they then charge you again on the same price listed during Saturday. I then compare the prices to other website, Sunday to Tuesday are $20 cheaper than usual but hotel still charge the prime Saturday booking price.

DO NOT USE HOTELS.COM. Took my money. Lied to me. Won't refund it. This is an inconvenient site/service. They blame the hotel for charging me, yet the hotel has no record of charging me, and, my bank statement DOES NOT SAY THE HOTEL. DO NOT USE HOTELS.COM.

We have lost our trust With Hotels.Com. We have trusted lot Hotels.com, but you have spoiled it by simply delegating your job to OYO. And end of day no one is ready to take the responsibility. You cannot leave by simple delegating your work to OYO. Finally you are responsible to all end results. We have booked 3 rooms in Ooty through Hotels.Com, but it was badly diverted into Oyo Hotel booking, and we have made the payment for 3 rooms (@ ** international) through Oyo. I have got the booking conformation email from Hotels.com, and all the SMS notification from OYO. not sure what responsibility shared between them.

Called to check if a hotel they listed was indeed pet friendly. Operator immediately assumed we wanted under 100 dollars and that nothing will work for us. After a confused explanation of not caring if it's over 100 dollars (all we wanted was a simple yes or no on pet friendly) the guy refused to let us off the phone citing business practices and trying to ram a sale down our throats. Finally, after about 10 minutes of my wife explaining we were simply verifying, I had to tell him we will take our business elsewhere and hang up. The overall experience was unprofessional and off-putting. This is what you get when you outsource customer support.

I booked a room with Hotels.com. For 21 days paid upfront. I have the receipt for 1225.50 and confirmation #. Our reservation was confirmed January 3rd 2019 7:51 pm. Upon our arrival, we were told our reservation had been canceled by Trivago for fraud! We were due there around 12 or 1 pm. We arrived around 12:40. Pm. I called Hotels.com, and was told to give a phone # and we would receive a call back within an hour.

Hotels.com is ripoff – they said you will collect night – after 6 days stay, I didn’t collectable night – they said if coupon used you will not get rewarded nights :) and they send email to use coupon. LOL. Hilarious – I will make sure dont use these folks for future reservation. Yes, fine print manipulator, this is how I see them. I think it not much about night collection, it's just unreasonable things bother.

I am writing this review after being a loyal member of hotels.com for the past 2 years and after having booked more than a 100 nights. 100 Nights! You would think they would value you with Rewards & at least honor your request in some avoidable medical conditions. Sorry, they won't. Quoting them - "We don't own the property and so we cannot refund any money (even if your doctor says you cannot travel anymore to unsafe countries), if the property rejects the request." There lies the difference between a hotel chain and hotels.com or a expedia.com.

I purchased e-gift cards that are no longer valid. I have not used any of them but customer service says from non use they expired. I purchased e-gift cards from Hotels.com for my parents. When trying to redeem them I was told they were invalid from non use. I spent 3 hours on the phone with customer service where they kept transferring me to a new person. They will not reissue these. I told them that there is not an expiration date on any of these gift certificates. I was also told that one of the gift cards was used in Florida. My parents live in Massachusetts and have not left the state since 2013. I feel we are being defrauded by this company who knowingly took my money for gift cards.

We booked through their site and paid in advance. The hotel still gave us a bill, which was odd, but it was good to see that Hotels.com charged us 30 dollars over per night compared to the hotel. When I tried to resolve it, Hotels.com won't give a credit or refund if there is a lower price if the price is found after check in. Compared with other people's experiences, I suppose we got lucky in that the hotel didn't charge us as well, because that was what they were going to do. Apparently they weren't aware that I had paid in advance? So the lines of communication are not working between the two vendors. Fortunately I was able to resolve it with the hotel and not get double charged. However, I will never book through Hotels.com again.

Something went wrong with the Hotels.com app and it booked two hotels instead of one. I called their Customer Service straight away. I then spoke to 3 different Hotels.com people on the phone. The first one hung up at some point for no reason and never called back. The second tried to call the hotel and never called me back. The third one said she would cancel the reservation (she didn't) and transfer my request to the Resolution team, who was supposed to get back to me within 24 hours. I'm still waiting for their call. In total I spent over 3 hours on the phone in less than 36 hours to find a solution and nobody helped me. This is ridiculous, outrageous, and is by far the worst customer experience I've ever had in my life. And I travel quite a lot.

The following was in my letter to Hotels.com: The advertised discount never popped up when I tried to book online. Of course I called. Your agents tried to tell me why I wasn’t getting the discount. They said I had listed 3 guests. It made no difference when I countered that I had tried to get the discount as one person, but no discount appeared. They said, I was trying to obtain refundable rate. I said I couldn’t get the discounted rate for the non-refundable rate of $126.00 per night vs. $232.00 or I would have taken the risk. After an hour on the phone, being told that I must be imagining what I saw, and/or after waiting forever to be passed to customer specialist, only to be told that I had to be transferred again, I gave up. The last transfer was a hang-up.

Bad service was received from Hotels.com employees (Philippines). I emailed on the 21st of December to change a booking (from 2 nights to 1 night). Also called on the 27th of December to change the booking, both in time for the FREE CANCELLATION policy. I get a phone call on the 1st of January 2019, where Hotels.com has said they are unable to assist with the change as their systems are down. How is this my fault where I will now be charged for both nights where I wanted to change it for 1 night as I won't be in the area for both nights. This is pathetic and so unprofessional. Will probably be charged for this too. Will have to see. This is the first and last time I would ever use Hotels.com and will never recommend anyone to use this site.

Hotels.com states that once you have reached 10 nights of bookings over a designated time period you will receive one night free. I followed their guidelines and was told that I had reached my one free night. When I attempted to book a hotel using the one free night reward, it was not possible as the redemption was locked. I called Hotels.com five times about this. I was told how sorry they were and that they would correct this if I would hold on. I held on each time for anywhere from 45 minutes to an hour and a half.

On a trip to New Orleans we had found out that our Airbnb reservation was cancelled by the owner while we were on our layover in Houston. With such short notice we booked a hotel through Hotels.com for 5 nights. (Wyndham Garden Airport Hotel) On arriving in New Orleans we checked in and quickly realized the hotel was completely unsatisfactory. The TV didn’t work. The floor had staples coming through the carpet. The restaurant had 10 items on the menu and 5 were out. We decided to spend some more money and change hotels for the rest of our stay. NOPE!!!

I booked through Hotels.com with 10nights so I could get a free night. Seemed worth it. Not. I paid 10 nights then they red flagged my account and said my free night was forfeited. Never book through here.

I booked a stay which I was told would be refundable due to their advertising and website, had to cancel due to a medical emergency and now they refuse to refund almost 600.00. Do not do business with this company.

I have booked 4 nights and got charged twice for same stay (one from Hotels.com and other from hotel itself) but to my surprise there is price difference of $125, Hotels.com is charging more, the hotel money will be refunded but the surprise is Hotels.com doesn't give best price they will overcharge you. So what I see is they penalized my $31.25 for using Hotels.com. They are paying deaf ears for reimbursement. I don't how to give zero stars. They are ripping off. Don't ever use Hotels.com.

So disappointed in Hotels.com. Had 4 gift cards for $500 each stolen. Called CS immediately after being on the phone for an hour and transferred from one dept to another, the stolen cards were cashed in and I am out the money. I asked for the cards to be deactivated put on lock something. It seems that thieves like Hotels.com but I have now found out they have no way of turning off a card and someone can have a card combined with another and they can’t trace it.

We reserved a hotel through hotels.com for two nights at $200/night. We ended up cancelling the second night through the hotel and Hotels.com changed the daily rate to $100 for the first night (Saturday which is usually the premium day of the week) and $300 for the second night (Sunday night). This is a fraudulent scheme. We have had similar problems with them on other reservations. I will never use their services again.

I booked a 1 night stay through Hotels.com and they charged me 124.55 for my room. The hotel gave me a receipt for my room and it said the room charge was 107.06. I contacted hotels.com to ask who I need to speak with the get reimbursed my 17.49 and the lady I spoke with said I had received the best rate at 124.55 and there wasn’t anything she could do for me. I told her obviously I didn’t receive the best offer if the hotel was only charging 107.06. I have never had troubles in the past with them but now I will never use them again and neither should anyone else.

Is there is a 0-star option? Hotels.com is the worst hotel booking site I ever tried. Please read it carefully, the idea of writing comments is to tell others what to expect when using Hotels.com. Customer service letterly don't care about you, I booked a place for family vacation, the place was extremely horrible (I will not go through the details but was really bad). No one can stay there for 1 night. Contacted them, reserved another place for a price of last moment reservation with Hotels.com and not to mention the hassle... Now what next:

I am a regular customer of Hotels.com. I always use this site to book out hotels. My recent trip in Houston was charged almost $20 more than the actual rates of the Hotel I was staying at. They promote deceiving ads like 50% off Schemes and secret prices.

I prepaid for a hotel room through Hotel.com, then received a receipt from the hotel for $18 LESS than I had paid. Hotel.com refused to refund the money. Do NOT book a hotel through them. They will rip you off.

Our story is the same as below. Booked a ten day stay through Hotels.com. We received an email saying we paid in full and had a confirmed booking, we received another confirmation from the Four Seasons Hotel & Resort as well as welcome letter. Also had conversations with Hotel managers who confirmed our reservation. And then received this email from Hotels.com cancelling our reservation or asking us to pay thousands of dollars more to secure our reservation.

11 days after booking Hotels.com sent me an email asking for additional money to keep the booking or alternatively cancel reservation stating obvious mistake clause. I was puzzled and asked them what they mean by obvious mistake. It is an arbitrary term unless their contract describes what obvious mistake means. They replied with using additional part of contract that states they can cancel any booking anytime for any reason. So basically if you book through Hotels.com you are at their mercy. They expect customers to guarantee their end but there is zero guarantee and responsibility on Hotels.com's part even though my confirmation email reads guaranteed and paid for.

We booked a family trip, with small kids, in Belgium in Belcasa Family Suites & Lofts with Hotels.com. Arrived late, they sent us some email with instruction. When we arrived to the hotel location, opened the safe with provided password... Nothing! Empty. Called all possible phone numbers, no answer, no reply, and we had to stay in another hotel that night. It turns out that this shady hotel actually a real estate company and they keep their keys 4 km away in a small office of their another property. The email they sent us did not explain well this point, and was written in gibberish French. We asked for refund from the hotel, they refused and called us a liars. We asked Hotels.com to step in. They did nothing.

I would strongly advise anybody against using Hotels.com. Under their terms and conditions, they claim they are allowed to cancel any bookings that are listed at an incorrect price where there is an obvious error and informed me of this by email with regards to one of my bookings. I asked them where their definition on obvious errors were in the t's and c's as this was very subjective and not obvious to me. They ignored both of my emails and then proceeded to lie telling me they made numerous attempts at calling and emailing - I know this because the manager on the phone confirmed they received them.

Worst customer service ever! Phone got disconnected once we confirmed the price match. After that no one calls back and managers refuse to help you. In fact, if you ask for a manager, they will consistently transfer you to another reservation agent. After another request, they will transfer you to a “manager” who has absolutely no authority to help you at all. The only thing they can do is make a reservation. If you have a complaint, they will hang up on you after they realize that you are not making a booking. This process happened over and over again on the same day. Do not use them!

I have used Hotels.com multiple times and was originally pleased with the results. Their hotel rewards offer is what really drew my husband and myself to continue to book through their website. This was, however, up until my most recent trip. Apparently I received $5 off my 4 night stay at a hotel in Paris, and as a result (not aware before) I lost out on adding those 4 nights to my already accumulating hotel nights. I called customer service after the trip and offered to pay the $5 (since $5 is clearly not equal to 4 nights) but they kept going back to their “terms and conditions” stating they couldn’t make it right for me (the customer). Additionally, it’s confusing because the coupon merely stated it couldn’t be combined with any other promotional offers which I did not believe included collecting their hotel nights. I will never use their site again and do not recommend them when there are many other options available.

I booked and cancel a hotel in Toronto, Ontario through the Hotels.com near October 2018. They confirmed the total charged amount $0 before cancel. Also, it confirmed $0 after completing cancel process. But, I found the hotels.com partner took $650 later. Thus, I requested refund it from the hotels.com and its partner company. They refused because of their policy which was not mentioned on my confirmation data. There is non-refund statement policy on cancellation I already paid. However, it was $0 I paid. If I had known my paid amount was $650+, I would not cancelled. I couldn't sleep well for this. I need a lawyer but it lawyer fee will be bigger than refund. Please transfer this story to your friends via internet. I have screenshot and email with confirmation. I am wondering hotels.com is USA company? Or Canadian Company? From Sleeping-not-well Toronto, Ontario, Canada.

I don't recall making the reservation with Hotels.com. I never received a confirmation that I had a reservation at Castle Inn. They were not able to send me a correctly dated copy of the reservation. Somewhere between Hotels.com and Castle Inn things got screwed up. No refund was offered by Castle Inn.

I booked 2 rooms for 2 nights at Ruby Hotel. Ruby Hotel (OTM11-8 Lotus Residences, Hoang Quoc Viet, Hung Thang Ward, Halong, Vietnam) through Hotels.com and used my debit card. When we arrived at the hotel, we were told that they did not receive any confirmation from Hotels.com. Take note, that was 6 days prior to our arrival. We showed to them the confirmation email and the paid amount but they still did not acknowledge it. It was a stressful 9 hour trip just to arrive with no booked room! We were given an option to stay in the hotel but pay for 2 nights plus deposit and was asked to leave our passports! What the hell!

We tried booking a reservation through Hotels.com, on their website under the "your booking" section, there was a prompt that stated the 'room is not available'. So we went ahead and booked a new reservation also using Hotels.com. Turns out, we were charged for both. We called customer service several times and hours later on the phone, they said they couldn't do anything. We are never using Hotels.com again. They take people's hard earn money and have no regard for customer service.

Booked 2 rooms with Hotel.com. Arrived at hotel to find no rooms available. Told that Hotel.com consistently overbooks. Hotels.com would give no assistance in finding other rooms. They are now fighting Credit Card company to refund charges to my credit card. Use them to find hotel, then book directly with hotel so you get a room.

Do not book using Hotels.com ever! I booked through them and the information was not clear on the APP. I travel for work and I know when at the time of making a reservation you have to pay in advance. Well, I was charged with $180 and something. I called and this lady (very rude) told me that is nothing they can do and I have to move forward. I requested to speak with the Manager and she told me that she need it some time to talk to the hotel and confirm their policies (which is understandable) and get back to me. Then the next day she sent this email confirming the refund and everything. I was very happy. This was Nov 19.

Do NOT EVER book through Hotels.com. It is beyond misrepresented and shady! I booked a hotel room over a week in advance! I received several confirmations as well as confirmation number for my hotel. When I arrived to hotel at 12:30am they showed no reservation for me, the desk clerk typed in my confirmation number and it didn’t come up, he typed my name and nothing, he tried using my cell phone number and then my email address all epic fails!!!

I had a horrible experience with Hotels.com. This is my personal view and opinion of Hotels. com. I booked a hotel/resort stay with them for my trip to PCB Florida in May. At that time of our trip, the Florida panhandle was preparing for tropical storm Alberto. After the state of Florida declared a State of Emergency, we decided to cancel our trip. We did not want to jeopardize our safety. I called to cancel my reservation. After explaining the situation, I was informed that the resort had been contacted during our phone conversation and that Hotels.com would process a refund on our reservation. I was led to believe that the situation had been taken care and was told to expect an email with information regarding my refund.

We were charged $75.00 more than the Candlewood Suites charged us. The hotel tried to get us a refund but could not. I'm trying to work with my credit card company to get this refunded. Stay away from Hotels.com!

With so many other options available, you would think that Hotels.com would try to outshine the others with customer service - especially with long time customers. I have used Hotels.com many times with no incident and have never had to contact their customer service. A few months ago, while traveling, I made a reservation to check in that same day. Normally, after completing a reservation, I receive a confirmation number immediately and an email confirming the reservation, that did not occur this time. I checked my account on Hotels.com and I did not have any upcoming bookings. Because I never received a confirmation number, did not receive an email, and the website showed no bookings, I made another reservation at a different hotel in the area on Hotels.com.

Buyer beware. Avoid this company at all costs. I've used them many many times without incident. The one time I showed up at the hotel in Fresno in October of 2018 was not able to rent the room due to an issue with my ID. Called Hotels.com from the lobby. Was told the money would be refunded to my card. We made another reservation at another hotel. To this date I have not seen the refund almost 45 days later. I've called over 30 times. Each time I told the exact same thing. I will get call back in 1 or 3 hours, they have no way of contacting the department that issues the refunds and that I will just have to wait the one to three hours. Some people call me back. Nobody ever does.

I booked a hotel through hotels.com. I got caught in a snowstorm and was stranded on the highway for 4 hours. When I got off the highway, I contacted Hotels.com and told them that I couldn't call them before the cancellation time because of the storm. We were told by the police that there was a travel ban and I was stuck an hour away from where I was supposed to be. They called the hotel and arranged for them to change my reservation to the next night. The agent told me that I would not be getting an email because it was changed directly by the hotel and not her. When I arrived at the hotel the next day, they told me they had no such reservation. Basically Hotels.com lied. People who are stranded in a snowstorm on a shutdown highway, should not have to pay for a hotel they could not get to. Thanks to the management at the hotel, I was able to get a room the next night. I will never use Hotels.com again. They are shady and they lie.

I have been a Hotels.com client/member of their rewards program and have used 10 free nights (that I earned) so far. I look on their site first and have had excellent results finding something in my price range. Not happy with the add on taxes and fees that show up when you go to book, and usually end up checking with Booking.com to see if there is a big price difference but usually on par. When I have used the phone help to change a stay or question something the help is quick and concise. I am very satisfied.

I have used this company several times without serious issue. This last summer I was going to do a cross country trip and stayed in hotels for most of two weeks. Hotels.com advertised on its site how if you use their site they will give you a free room for every 10 reservations. I thought this was perfect since I was going to stay at hotels anyways. For my trip, I stayed at only Hotels.com hotels and reserved them all via their app on my phone. I never received a status email nor did it tell me how close I was on the app. Today I called in after making another reservation (my 12th since that trip across country). I’m told by the rep that I never enrolled in the rewards program. I told them I used their app and have an account with them, so how am I not enrolled. They said it’s a separate program.

I booked a hotel using Hotels.com. The reviews posted there were reasonable. The day of travel I pulled up the hotel on GPS and noticed the hotel reviews there were way lower than what Hotels.com had posted. The hotel was gross, bed bug infested, and roach infested. I immediately called to cancel. The Hotels.com rep was rude and unconcerned and no help at all. I then called the next day and still got no resolution. They refused to refund my money even after I showed them the reviews and made them aware of the issues. I ended up having to get another hotel and paying twice. AVOID THEM AT ALL COSTS.

We booked a room through Hotels.com (or so we thought) in advance for the Grey Cup thinking that if our team made it we would go. Their policy is payment in full upfront but you can get a full refund if you cancel 1 week in advance. Unfortunately our team lost so I went into my email to find the reservation so I could cancel and to my surprise there was no confirmation email!?! First shady dealings. I phoned the hotel and they told me they couldn't cancel the reservation, that it had to be done through the booking agent and they had it listed as Hotelbeds.com??? I told her I never booked it through them that I booked it through Hotels.com and she said she didn't know what happened but that's the name and it shows paid in full. She gave me a phone number for them but when I called all it said was they were closed, try again later.

I will NEVER use this website to book ever again. I tried to cancel a reservation 2 weeks in advance and I was told that I could cancel it but that I wouldn't get a refund. I was told that this reservation stated 'Non Refundable" but every reservation on there stated that. On top of all this, the email I received stated that I could cancel my reservation 1 year prior to the check-in day. My reservation was for 11/30/2018 and the cancel free of charge date was 11/30/2017. This is by far the WORST experience I have ever had with booking a hotel and I will be sure to spread the word of Hotels.com's terrible scam and horrible customer service. Shame on you for ripping people off!

I booked a room in June for a trip in December. I am taking my husband and parents to a football game for Christmas. The hotel I booked is in walking distance to the stadium. There was an undecided meeting on my work calendar for that Friday, but I booked the hotel and chose the more expensive option too, and I quote, "cancel or change your booking up until your stay". The meeting was confirmed yesterday (November 18), so I called this morning to change my stay to just Saturday night instead of Friday. I WAS TOLD THEY COULD NOT DO THIS. Let me say that again, I just wanted to CANCEL a day of my reservation, and despite having reserved with the additional cost for just such an occurrence, they told me they couldn't honor their claim. The excuse they gave was that they would have to cancel my entire reservation and the hotel was booked so they couldn't book me a new room.

I utilized Hotels.com to book a trip in June of 2018. When I arrived, the hotel had been sold and was going through a renovation leaving it in disarray. I called customer service to book a new hotel and Hotels.com issues a coupon towards my next reservation. On 11/16/18 I called to book the reservation only to be told that the code had already been used by someone in INDONESIA but I am in Texas!!! The customer service person nor their manager would acknowledge and would not provide another coupon code despite the fact that none of the information used for the reservation matched my information. Buyer beware! Their systems may have been hacked. I could not even pronounce the name of the person who was associated with the code nor the city in which the code had been used.

Be wary of a company that charges you full price at the time of booking. They indicate they do not charge a cancellation fee, however they kept the full amount of my room after I cancelled. Deal with the hotel directly, and cut out the shady middleman.

On November 15th I made a reservation with HOTELS.COM for a room in New York city for an employee who was stuck there. I called the customer service who verified my reservation and took payment from me for the hotel room. When my employee went to the hotel in the evening she was told that they had no room for her at the hotel and that there was nothing that they could for her and she needed to get a hold of HOTELS.COM. My employee called me and I immediately called HOTELS.COM. They asked me to hold and they would call the hotel. After being on hold for 15 minutes I put down the phone and called back.

I have used Hotels.com many times for personal and business and have not had any major issues with them up until today. They have lost a repeat and loyal customer for not only refusing to honor two free nights that expired on October 29th but for the lack of any compensation at all. They said they would help create a new personal account to start earning rewards again but there was absolutely nothing they could do to make up for the lost nights even though I did not know they expired. They tried to tell me they were improving their rewards system for future customers but did absolutely nothing to help their current (now former customer). In the hospitality line of work, I would expect a little more than an apology.

I have used Hotels.com many times prior to this review and never had any issues with their services. For some reason when I booked hotels for next June, 2019 the cancellation policy was misleading. I only book hotels with a free cancellation policy so to protect myself if I need to cancel a trip. This time, as I was going with several friends, I booked two rooms at two different hotels for them to choose which they liked the best. It turns out when I went to cancel one of the hotels (now 7 months in advance) I was told I would be penalized one night stay for each room booked.

I've called the customer service for Hotels.com a few times in The Netherlands and I always get the biggest morons on the phone who either provide me with the wrong information/wrong e-mail address to address an issue, don't have an answer and hang up the phone, tell me that they will fix the problem and I don't hear from them again, having fun with other colleagues while I'm calling about a complaint.

Beware of Hotels.com!!! I made 2 reservations - 1 disappeared and the 2nd had its date moved to the disappeared reservation's date! Guess who has to not only pay for wrong date but did not have a hotel room??? And no, they are not helping me try to get a refund!!! Yes, this kid! Please SHARE SHARE SHARE!

Created a booking using hotels.com mobile app. I used a discount code which they advertised for using their mobile app but nowhere during the booking process did they highlight that I would lose my rewards nights if I used the discount code. After making my booking I saw that the same was not added to my reward nights and called up customer care. Customer care told me that bookings with discount code would not be added to my reward nights. Highlighted to them that their useless app did not clearly mention this and they refused to budge. Offered to pay them the amount I saved due to the discount but still no solutions. Finally they offered me a compromise that they would only add two nights to my reward nights instead of the complete 4 nights that I booked. Asked me to contact customer care again once I returned from my trip.

Website defaulted back to ONE adult, I booked resort, upon reviewing my confirmation, I noticed it. I go back to website and see if it was my error, and nope it did it on its own. I call Hotels.com so there is no problem at resort and the person spoke broken English, so very hard to communicate, asked to speak with manager, same problem. Long story short, would not change my reservation unless I paid more money and then can't release my money that I just paid for 3 days, so now it holds up me booking with another company! I should have been given the price I was displayed, not my error about their website and they didn't offer any apology or discounted price... Never again will I book through them.

I’ve booked I thought was there. Expedia sent me to hotels.com, I booked a room in Kennesaw Georgia. They immediately took the payment from my card, room was great, when I checked out the next morning the hotel gave me a receipt which was less than what hotels.com charged me. Called hotels.com, told them what happened, they said, "Oh well. We’re not giving you a refund of the difference."

I usually do not write a review unless I have bad or wonderful experience. On 10 JUL 2018 during my vacation in Morocco. I reserved a rental apartment in Assilah for three days via HOTELS.COM and I got a message from HOTELS.COM stating "Your booking is guaranteed and all paid for". On our way to the Assilah the next day, I received a message from the property owner saying that due to a problem of overbooking, the apartment is not available for the 1st day of our three reserved days.

We just made reservations for 2 rooms on your Hotels.com at Marriott for $149 and the Hotels.com system booked us with Hampton Inn across town for $175. When we tried to make the correction we got nowhere with your Hotels.com customer service agent or the Hampton Inn hotel manager. Each blamed each other and no one took responsibility for the system error. We are getting stuck with huge inconvenience and a higher price. This is a huge rip-off!!!

Booked a room with them and my reservation was confirmed then cancelled by them 2 hours later. They said they couldn't verify my credit card. So I made the same reservation again with a different card. Received my confirmation again. 8 hours later they cancelled again with the same reason. I called my CC company who informed that there hadn't been any transactions made towards my account. Hotels.com's customer service is a joke if you can understand them. I have booked through these people many times in the past without any problems. Never again!

These people LIE. I booked through them to get rewards money and when I went to check on them, They said, "Sorry you don't exist." I stayed and returned home to check. I supplied the confirmation number and all the details FROM THEIR EMAILS TO ME. The girl Kath on chat said basically... "So sorry. BYE." I was booking another vaca and I am now retired. MANY more to come. WILL NEVER use them again.

Booked the same hotel going and coming from Bordentown, New Jersey. No problems with the first stay, booking worked and the hotel got paid. On the return trip, Hotels.com refused to pay the same hotel (both nights were the same price). We were told we couldn't keep the room unless we paid the hotel even though Hotels.com confirmed they received payment. The hotel reserve for bookings was $1.20 above the room price for both nights, but the second night Hotels.com refused to pay because the reserve was $1.20 more than the promised rate. Hotels.com said they would refund our money in 24 hours.

If you use the coupon code it makes the booking not count toward rewards program or toward collecting "free night". This was not anywhere on the main page when booking. I was one night away from getting silver member but now the 6 nights I booked with the coupon do not count so I will not be a silver member and none of those nights can be used towards the 10 nights to get a "free night".

Hotels.com booked flight, hotel, and ground round trip reservations for a trip to Pittsburgh, arriving 10/4. Ground transport was with Carmel Limousine. When we got to Pitt, I had an e-mail to contact Carmel. I was told they didn't have a vehicle available, and I needed to find my own ride. I ended up getting taxi service both ways, even though I had paid Hotels.com $121.60. I have been trying to get a refund for a month and continue to get the run-around from Hotels.com. I have spent hours on the phone, exchanged emails, and filed a dispute with my credit card provider, and am still trying to get a refund. I have learned that Hotels, Expedia, Priceline are under the same roof. None will get my business again. I strongly urge everyone to make travel plans thru the airlines, and absolutely avoid those companies I've cited.

I had to book a specific hotel in Costa Mesa for training approved and expensed by my employer. I called the number for the hotel and pressed option for reservation, was transferred to this service. Didn't realize I was using this service. Booked a refundable room on phone with corporate card. Got a text but did not receive email confirmation. When training was cancelled, I had to look up the credit card charge to cancel. After few transfers, reservation was cancelled but not a 14.99 service fee which was charged without telling me about it. All I was told was I was going to be charged a higher refundable rate. Their rate was NO cheaper than the hotel's own rate AND they blindsighted me with a NON refundable service fee. Awful customer service.

This site is a fraud. I have been a member for over 2 years earning my rewards for the free night after 10 stays. I get to number 9 and they magically don’t give me my 10 so I can get my reward because they say I didn’t log in under my account but I can show them my credit card bill that shows it was billed to hotels.com. Needless to say it’s been 9 months and they have zeroed my account and now say I can’t get the credit for that stay even though I have the proof. Typical crap with rewards companies not doing what they say. So much for this BS site. I will not be using it in the future and I recommend using another site. Not worth your money or time.

Beware of this booking agency. I had two accounts and they refused to merge them which cost me well over 10 night stays with them. I had been a customer for over 5 years. They refused. I will never book with this company again. Zero customer service or a reasonable resolution. Never again!

At 5:00 a.m. on October 10, we had to pack up and run from Panama City Beach as Hurricane Michael was changed from an expected Category 2 to a Cat 4 - plus hurricane. There were no hotels anywhere to be found by then. We phoned Hotels.com and had a reservation within 2 minutes less than an hour from our location on the road that was out of the path of the hurricane. It was a lovely hotel at a reasonable price, nearly filled with other evacuees. We had passed hotel after hotel, all of which were full. We didn't think we'd find anything until we called. We are so grateful for Hotels.com's speed, kindness and resourcefulness under trying circumstances. So many blessings have occurred in our area since Hurricane Michael hit, the first of which was Hotels.com! Thank you from the bottom of our hearts.

Room not as expected. En suite had black mould in and around shower tray and silicone sealant. Outside of shower cubicle damaged and had been poorly repaired. Towel rail hanging off the wall, holes not filled where toilet roll holder had previously been located. Door to en suite cracked and poorly repaired. One bath towel for two guests. Grubby carpet. Window frames black at edges. Website claimed “free parking”. Not true. Nearest parking was five minutes away in public car park and had to be paid for after 08.00 the following day.

I booked my first VIP Gold members only property deal (marked by a Gold and VIP symbol online when browsing) and received no perks aside from online price matching with another site. No early check-in, room upgrade, free breakfast or late checkout, etc. None of the standard perks you would expect from common hotel reward programs. Because this was my first gold status booking I called Hotels.com customer support to help me step by step with my reservation, making sure it's done right with perks included. However, once I was at the hotel I found out that the Hotels.com agent booked a standard reservation with no benefits.

Long time user. This site is high on rewards--low on rewards being meaningful. My rewards expired under the radar proving useless. Trips booked on an account using the same email address of the new account and credit card info cannot be credited after the fact. Customer service is overseas and the call center is unfamiliar with basic use of English language.

You will do better to book directly with the hotel, both in terms of price and service. When I have had problems with the booking, the Hotels.com staff have been of no help at all. Also, if you use a coupon code, the nights you book will not count to your status nor toward earning "free" nights. That was news to me as this was not mentioned anywhere on the page where I booked my hotels or on my receipt. The staff when I did call were rude, combative, and poorly trained. I travel a great deal. This is not a service I will ever use again.

If I could give this company 0 stars I would. First, they didn't advise me that they were a third party booking company when I made the reservation. I never received confirmation of my reservation via email. Ultimately I needed to cancel my reservation. Only at this time was I informed by the hotel itself that the reservation was through a third party (hotels.com). When I attempted to cancel online, I was not permitted to do so. I was first informed my reservation was through Expedia (I only learned after I booked that Expedia is a partner company). After calling Expedia they informed me my booking was through hotels.com. I contacted hotels.com by phone and they canceled the reservation and again informed me I would receive a confirmation email of my cancellation. I never received such email.

Do not book a hotel with this company. They are crooks!!! I made a reservation and by mistake it was the wrong location so I called to change it within five minutes of making the mistake and they stated it would be fine and I’d get a callback from someone within one hour and confirmed my phone number. After that I carried on about my day and never got the call. The next day was Sunday so I thought I’d wait 'til Monday since it wasn’t a business day. Today (Monday) I called them and they said they didn’t call me back because they didn’t have a good number. I confirmed my number again and was told again that they’d call back in an hour. Several hours later I called back and they again said they’d call me back in an hour. After that I was skeptical and called and spoke to a manager who literally promises me an urgent callback after several apologies.

So, lesson learnt - I will never make a booking with hotels.com again. Booked a twin room, got 2 beds in four bedroom. Of course, when you contact them they say that is what I booked. I know what I booked! I checked the information very carefully before making the reservation. Yes, the price was very good but that is not the way you do the business if you want to keep your clients.

Was one stay short of receiving a free night and they cancelled. The company customer service is very very poor. I saw the review on 10/26/18 by Joy of Southborough, MA, and they experienced the same that I did. In trying to work with the chat person, I experienced the excuse there is nothing they can do, and when requesting cancellation of account and personal info, they could not do that either. The chat person finally said they deleted the account, but left the impression they just wanted to end the chat. I would not recommend them to anyone.

I spoke with 6 representatives in reservation and customer service department for Hotels.com. I was hung up and twice And I was told that if I wanted to use my rewards points I would have to pay the $10 a night additional fee because of the cancelation policy. Apparently being able to cancel a reservation will cost you. If you don't need to cancel a reservation you will get a discount. I'm booking for tomorrow night. I don't plan on canceling so why can't I get the $10 less a night price and use my rewards. "I'm sorry ma'am. It doesn't work that way." That's a rip off! Why bother collecting nights to get a free night if you have to pay more money for the Room just to get it for free.

Contacted Hotels.com to obtain a no show confirmation for a hotel booking through them to help with a travel insurance claim due to an accident I suffered but they were not interested in assisting with my request. Happy to take my money but not interested in helping. I will not use their services again.

Beware of this site. They promise a free night after booking 10 nights but fail to mention that their rewards expire. When I called about it, they said there is nothing they can do and the Manager's boss doesn't take calls. Apparently he knows they suck so and probably doesn't give two cents.

Today 10/26/18 I called because I just had a 3 night stay and did not collect any rewards. The customer service had 2 different reasons why which did not make any sense. First reason was that when I booked I did not book through my membership. That's a lie cause when I did book I took a screenshot and it clearly shows my membership number included. Then after she realized that was a lie she comes up with a different story and says that I didn't collect any nights because I used a coupon. First off that makes no sense if that's truly Hotels.com policy because I have used a coupon before on the mobile app and I still collected nights. Second I have a screenshot of the price after I entered in my coupon and it said I would collect 3 nights with this stay!

Booked a hotel in Germany, got a confirmation and then the next day it was canceled. Hotels.com said it was a credit card problem so they couldn't comment on it. Called my credit card company, they said they hadn't had any bookings show up or any concerns raised. Re-booked again, same thing happened again. Interesting that the initial rate is no longer available nor is the room. Bait and Switch me thinks? Can't be sure, but it sure smells like that. Just deleted the Hotels.com app from my phone and will be doing the same thing with Expedia.com (parent company).

Package booking is a joke. Beware if you book a flight + hotel package via hotels.com. Even if you logged into your account to book it, at the end you will not be able to see your booking under your account. Nothing will show up on your dashboard except that you only get a single email. Moreover, Rewards cannot be applied to package bookings. I had to call the customer service to clarify everything and they didn't really care.

I’ve been booking with Hotels.com for quite some time now vs. other hotel websites. This one gave me the lowest price or the same price and the only difference is that it lets you know which hotel you are booking this hotel at. Customer service is easy to work with too and I want to give Stephen or Steven a shout-out for being efficient and helpful. Hotel we stayed at was University Square Hotel in Fresno, CA.

I booked a 2 night stay in Colorado Springs through Hotels.com and once I checked in found out that I paid DOUBLE through Hotels.com than if I would have just paid at the hotel. When I called customer service and talked to a supervisor I asked for a price match and they basically told me too bad and would not work with me at all. I promise this is the last time I use this ripoff site.

I booked this hotel through Hotels.com. I cancelled the room a week prior to the book date. The hotel charged my credit card anyway. Neither Hotels.com or the Embassy Suite would agree on who was at fault and did not reimburse my credit card. They blamed each other. This is a Hilton establishment?? Please beware of The Embassy Suites Washington DC’s management practices along with Hotels.com!! Red Roof Inn provides better service and customer satisfaction. I’ll update this post when someone decides to reimburse my credit for their mistake. Beware!

I found out the hard way that Hotels.com outsources a lot of their business through 3rd part suppliers, which can be alarming when you don't know the name of the company you are actually dealing with. This is probably ok when things go well, but a disaster when you have a problem. I made a group booking through the Hotels.com website and even though everything looked like it was from Hotels.com, including receipts, it was actually a 3rd party supplier called Hotelplanner.com.

Yes, I could read that the reservation had a "no cancellation" policy once booked. But, seriously, I canceled within 5 minutes of making the reservation and paying because I learned my trip was canceled! Nope, sorry, Hotels.com is going to go ahead and keep that $459 for the Four Seasons. Pretty disgusting that they won't work with a loyal patron and refund the money to re-book for another date. Won't be a patron now!

I booked a hotel with Hotels.com. I chose to pay at the hotel. I found a lower price. I contacted Hotels.com. Was asked to email a screenshot. I did. I received an email back confirming the lower price. I was told in the email that 72 hours after check out the refund would be processed. It could take 7-10 days to receive it back which is understandable. It has now turn into a cluster. I’m either told, "Oh we didn’t get the email" which I have the confirmation email confirming the lower price from them. Then told, "You need to contact the hotel directly for the refund." I’m not sure why the price wasn’t changed prior to arriving. I could have and should have canceled my reservation with Hotels.com and booked it with Trivago. I have definitely learned a lesson. Hotels.com has lost my business. For the next person. Cancel and rebook. Not worth the hassle.

I am very disappointed with Hotels.com. I had booked a stay for 2 nights to Boston through the website with free cancellation or change as I have done in the past. When I booked this room it mentioned nothing about minimum stays needed. Today when I called to cancel one of the nights because our plans changed I am told they have to check availability which confused me since I already had a room just needed to cancel one night. They then tell me I have to cancel my current room since I am not staying the 2 nights and rebook it for the current rate even though this was not indicated when I booked the room.

We were traveling to Bisbee AZ for my husband's job. We booked a hotel the first night we were there and was using VRBO for the rest of the week. We initially were going to drive back on Friday but thought it would be nice to stay in Tombstone Friday then return Saturday. I went to make the reservation at Tombstone Monumental Guest Ranch. While making the reservation Hotels.com had a pop up come up on the site that was offering a much lower price for our stay. Of course I clicked on that and proceeded with the reservation.

My wife and I began our 40th wedding anniversary trip with Ireland. Unfortunately, due a bad weather our plane was redirected to Belgium for several hours before returning to Dublin. When we arrived we were notified our initial lodging -- booked privately -- had been canceled as they did not anticipate flights coming in that night (that's a different story). When arriving in Dublin we went online and found a room through Hotels.com at the Hilton downtown. After spending all day traveling and 50 Euro on a taxi there we were informed when we arrived that we and about 20 other people had been overbooked and no rooms were to be found. It was 20:30 at this point; the Hilton indicated they had notified Hotels.com they were full 3 1/2 hour earlier. I contacted Hotels.com customer service line and attempted to work with them to find another room -- any room so that my wife and I could get some much needed sleep after our long day of travel.

OK so this is partially a complaint against Hotels.com, but also against the Sonesta ES chain. 2 hours before check-in I get a text from Hotels.com that my "booking is guaranteed and all paid for." Booking was cancelled by Sonesta ES in Princeton NJ because they overbooked! So they put me in another hotel for the same price, which I come to find out the room is cheaper (overpaid but they never told me) and it also only includes breakfast for 2 (we had 4) so now I also had to pay additional for 2 meals. After dealing with Hotels.com for over an hour, they tell me the new booking was more expensive than their app lists because it was a last minute booking (no fault of mine). Eventually they offer me a $50 coupon, which still doesnt cover the additional amount I ended up paying. I am close to getting my 10th night free, so once I do I am pretty much done with this website. They truly don't value the customer. I am disgusted by this whole thing.

Booked hotel in Boston Oct 6-8, 2018, to take my daughter for her 16 BD mini get-away. We arrived Boston downtown right away to start the activities. Around 11 pm I called the hotel to confirm our arrival to find out they are overbooked and they do not have room for us. Called Hotels.com to find out what is going on. We spent next 3 hrs on the phone with customer service representatives somewhere in Bangladesh or Mumbai who were not able to provide any solutions to the problem Hotels.com created.

Reserve a room at the Element Hotel at Frankfurt Airport. The booking confirms an airport shuttle. When I called the hotel, they did not answer the phone. After 4 attempts I called Hotels.com at the number given in the hotel booking confirmation, but received a message that the call could not be completed. Took a taxi and was told the phones weren't working at the hotel, yet they received 2 calls while I was at the desk. Next morning asked for a shuttle to the airport and told they didn't have any. Wrote a review at hotels.com, explaining the poor service and misrepresentation. Got an email from Hotels.com saying they couldn't post because it violated one of their policies. I wrote the review again and submitted, followed by an error message. Obviously Hotels.com doesn't care to hear about negative experiences or publish. Very strange.

First...and last time I use Hotels.com. Made a reservation for 4 in the Kansas City area two weeks prior. Like most, I base my selections on amenities and quality of establishment. Upon arriving at the hotel, I was informed that they were under construction and remodel, the mini fridge was removed from the room, and the pool was out of commission. I found disappointment in the fact that neither the hotel or Hotels.com made any attempt in reporting this prior to arrival--it would have saved us from the next two miserable hours. A simple email or phone call would suffice. Nowhere on the hotel website or Hotels.com did it mention the ongoing construction. The hotel gambles with whether a guest will be disappointed or not.

I recently booked Neopolitan Bed and Breakfast in Naples, Italy with Hotel.com. I did not stay as I became ill and returned to the US. Three times I requested Hotel.com CS contact B&B and cancel my stay. I was asked to call back tomorrow and speak to management. When there is a 9 hr time zone difference CS should contact management direct. They did not.

Hotels.com has awarded me a free night and then taken it back months after my stay on over two occasions. I have been trying to get it fixed for a year and a half. Customer service does not ever resolve and it takes months of back and forth with many messages going unanswered. You are forced to contact them via messenger but they (or a computer) do not always reply. The excuse for taking the free night back is always "the hotel said you canceled." How does one cancel a reservation months AFTER they stayed? Better yet, I have called the hotel myself and they confirm my stay in both instances. I was asked to provide my receipt which I have done on multiple occasions. No one replies. I have questioned if it was received multiple times and not a word has been returned. Ok used and Loved this app for years but it is awful now. I will not use this service again.

I reserved two hotel rooms at a hotel in Madrid and for one of the rooms accidentally clicked on the wrong type of room. I immediately realized my error and clicked on a link that said Change next to the room. That removed the room from my reservation and I was able to reserve the correct room. However, Hotels.com charged me for the room I cancelled because they said it was a non-refundable rate. I called and explained what had happened, that the cancellation was a change, not a cancellation, but they told me the reservation had already been sent through to the hotel so it was the hotel's decision as to whether I would receive a refund. They supposedly contacted the hotel and then informed me the hotel would not give me the refund.

Bad cancelation policy. Could not cancel a reservation without a full price penalty. The best they would do was give me an $80.00 credit. I will never use them again! The people I talked to could barely speak English also.

Booked a flight through Hotels.com, the airline canceled it the next day so last minute I booked directly with the airlines, thank God there was still a flight available. The problem is Hotels.com already charged my card and took my money. Spent over 3 hours on the phone trying to get a refund to be told it will take 8-12 weeks to get my money back, that the airlines has to send it, even though my card says it was paid to Hotels.com. Asked for a supervisor or someone who could explain this a little better why it's going to take so long and there was not one available.

This website is a joke, don't reserve rooms from this place. I was charge over 153 dollars in the website, when I arrived at the Discovery Inn Napa hotel the rate was lower than the one posted on Hotels.com, it was 126.20. When I called Hotels.com to let them know what a rip off the website is, the male who answer the phone said that they have to get a commission for booking the hotel. So basically there's a 25 dollar fee. Just go to EXPEDIA.COM. Better offers with no hidden fees.

I found a hotel on Hotels.com. I went to make reservations and I was asked if I wanted to add a flight, so I did, and was given a discount for bundling. I was interrupted, so logged back on a few hours later in the same day and logged in the flights and then added the hotel again, and I was charged $60 more a night for the hotel and there was no savings for bundling. I cleared that out and went to search just for the hotel and the room was back to the original cost! I reserved the hotel room and then went back in to see what was offered for the flights separately. They were the same price, so I loaded all the information in for the travelers going and hit the process button, and was told the flight costs went up $30 each and the flights I originally wanted were no longer available!

I booked online 2 weeks prior to my 2 nights stay at hotel in Wisconsin for my daughter's wedding for September 21st-23rd, was charged $322.32 from Hotels.com online. Once I checked out of hotel I stayed at I was asked by manager of hotel if I wanted a receipt. I said, "Of course," and seen hotel I stayed at only charged $264.29, taxes included. I asked why hotel receipt was cheaper than hotels.com charged me through online booking, manager at hotel said she didn't know why. Manager of hotel said never go through any online booking through Hotels.com or any other online hotel booking sites, they always uncharge and make money off their customers.

Pls be careful. This site is take your money and they are not applying to refund to you for any case. I lost $600. My story: I was travel to BALI and booking from them Avalon Ubud Villas. Owner contact me after few hrs of booking tell me there no available Villa. I told him to contact to HOTELS.com. He contact them and they say will solve this issue. I wait a long time before going to my travel. Nobody response. I email them. Nobody answer. The owner was helpful, from 07/2018 till now no answer. No money. My Advice: I have long time experience of booking travel, don't waste your time & money. They have FAKE promotion and contact information.

I was booking late for the night of during a long drive with our family. I had booked numerous times through Hotels.com in the past, just never that late in the evening. The calendar had the date highlighted, which it always had the past as the day of. I booked 2 rooms and arrived to be told the booking was for the next night. I immediately attempted to book a room so that we could have a place to stay and it only allowed the following day despite it still not being after midnight. Hotels.com refused to refund the money stating I chose the date of the stay. I attempted to explain that their website had auto-filled the next date and had always filled with the day of... they continued to explain that I chose the date. I will not be using the website in the future due to the horrible customer service.

My husband and I were on a 3 week tour of France, when not staying with friends, we booked our accommodation through Hotels.com. On two occasions our reservations were messed up. The first was inconsequential - We had booked Hotel Le Verger in Saint-Laurent-Nouan, which turned out to be in the middle of nowhere, but that was fine by us. So although they didn't have a booking for us, they had a room.

Trying to cancel a reservation in Wilmington NC due to the flooding. Will not until hotel can be notified. Hotel is closed due to the flooding! Totally moronic! Not helpful, can hardly understand them, recommend dealing with hotel directly, also non-refundable which I didn't realize until I received the confirmation email. Called Choice directly and the reservation wasn't even inputted correctly!

We had booked a Fully refundable trip, Had to cancel the trip due to family emergency. Hotels.com did not refund our money and claimed the Hotel was non refundable. When I tried to contact Hotels.com I got someone in Philippines who had no idea what I am talking about. These guys are Fraud.

I canceled my trip after talking with customer care (thrice) and I was confirmed that I will get full refund because I had taken package protection plan. To be noted, they knew about my airlines and hotels, but now they refused to refund me any money. Horrible website and their own representatives are saying that previous one had provided inaccurate information. I have recordings from each conversation to prove my point.

Booked a room in New Orleans for three nights thru Hotels.com. Well, I missed my flight and had to catch the next one the next morning. I called Hotels.com to make sure I wouldn't lose my room because I didn't check in on my arrival date - the entire stay was already paid for, and I let them know that I was more than willing to pay for the first night I missed. They contacted the hotel for me to confirm that I still had my reservation. Then, they refunded the first nite's room, even though I changed the reservation on the day I was supposed to arrive. Very surprising!

I booked a town home for 2 nights thru Hotels.com for $452.00 with ACO-Encore Resort in Kissimmee FL from Sept 14-16, 2018. Upon arrival, I find out by the guard at the gate that there isn't a check-in office and I would have to deal with ACO before gaining entry onto the property. I received the rental contract from ACO which states that in order to validate the rental, I would have to email them a copy of my driver's license and CREDIT CARD. I refused to email a copy of my credit card and called Hotels.com customer service twice, both times I was told by a representative and a supervisor that nothing could be done about it and I was going to lose my entire rental fee. I was forced to find other accommodations during hurricane Florence evacuations. I wasn't told prior to booking the property that there isn't a check-in office and would have to email my credit card to a stranger. Furthermore, I wasn't given a solution or any alternative by Hotels.com.

I cancelled with Hotels.com in the appropriate window but was still charged for a night's stay. They never cancelled my reservation with the hotel. They refused to help in any way. They kept telling me the hotel cancelled according to policy even though Hotels.com was in the wrong.

I booked 4 oceanfront rooms with them back in March 2018 for the month of September, they told me only $336 would be taken out of my acct and they took the entire $2200. I called and they stated it was a new hire and she made a mistake, they take all upfront. We get to the hotel and guess what, no oceanfront rooms, they booked us a studio (1 rm w/ bathroom & 1 window, side view). I go back downstairs and check with check in and told them they made a mistake. They tell me Hotels.com cannot book ocean front because of the Diamond Resort policy.

They will charge your Visa even without your permission. You won't be charged until you check in at hotel is a lie. Once that money is out it's over. Even if you want to cancel within 24 hour there is no refund. Their policy is lie. Their advertisement is a lie. Their prices are lies. NEVER EVER EVER AGAIN!

We booked 2 different hotel stays through Hotels.com, we booked early in May and had both trips paid for in June. When we traveled 8-23-18 to 9-2-18 we got charged again for each hotel stay by the hotels! And it has been a nightmare trying to get refunds and the staff with Hotels.com shouldn't have jobs in customer service because they are rude, uncaring and useless with NO help whatsoever! We are still trying to resolve issues and I tell everyone I know, "NEVER use this service because you will get ripped off and no one will help you!" My husband just asked a lady today from Hotels.com if she cares about what was going on and that we were upset and she said nothing! These are bad people!

I saw a rate of $108 on Hotels.com and a rate of $96 on the original hotel website. I typically would have just booked through the hotel, however, I had a gift card so I read the price guarantee and everything looked perfect. I was declined once asking for more information and they also the hotel website was now higher. I went back to the hotel website took another screenshot and gave another link for the reservation and the price was still $96. There was also a lower price for a different room which was $88. That was the only prices on the website. They again came back saying it was denied and the price reflected higher on the hotel website. Which I think is funny that they ask me what the price shows on the website but they don't tell what the higher price they saw on the website. I feel the price guarantee is a complete LIE.

I am not happy at all with the overpriced room I got from Hotels.com. The price at the hotel was far cheaper 1200 peso $66 usd at current exchange rate. Plus the hotel was barely worth what the hotel was charging. They had only warmish water - not hot water and The jacuzzi tub was broken. It was pretty dumpy for the almost $100 I paid. The hotel should have been a lot nicer. I didn't get a deal with hotels.com at all - I GOT RIPPED OFF!

Booked a room through this site that “guaranteed” lowest prices. After selecting the number of guest and dates, they show a list of hotels and prices. Once a hotel is selected and dates confirmed, the prices jump up tremendously for every day other than the first day. To make matters worse, the amount you pay them isn’t the complete amount. There are added charges imposed at the hotel upon checking out for “resort fees” and other taxes upon taxes. So their claim of lowest price is just a scam to get you on their site.

Firstly, I never write reviews (good or bad... yes, I'm lazy). So, for me to sit here and write this should be fair warning for this company. Hotels.com never gave me my points for 2 rooms (6 nights) per room (12 points). I called "Sunshine" who forwarded me to Tracy, then to Max (supervisor) back to Sunshine and finally Nathan. At this point, I have a headache as they are all unhelpful SOBs. Prior to my flight, I couldn't find the itinerary and called hotels.com and they couldn't find it either. Finally, after too much effort they found it. Apparently, their package department is different from their hotel's dept. (Ok fine).

So I accidentally booked a non-refundable hotel room in Hong Kong for December 2018 (currently right now it is still August 2018). Upon creating this error I immediately reached out to Hotels.com to see if I can correct my error and have them cancel the reservation and refund the charge. The 1st time I called I spoke to representative that told me that reservation has not shown up at the hotel's booking yet, but she would help me send an email requesting to cancel and refund the charge because it was made in error.

Worst hotel booking experience ever. Hotels.com is fine with scamming their customers. Booked a reservation through Hotels.com for a stay in an apartment. Was given multiple DIFFERENT addresses of the apartment. Was unable to contact the hotel/apartment rental company over a period of MONTHS to ask questions about the address and the late check-in process. Tried various methods of contact including email and phone number contact information provided by Hotels.com. Called Hotels.com customer service 6 or 7 times to try to get the issue resolved and each time was given incorrect information and was lied to.

Collector beware. I had 7 collected nights stay. Booked 2 more nights and was informed I needed 1 more night stay to be eligible for my free night. Unfortunately I was a couple weeks late of booking in the year time frame. Not months, weeks. When booking for my 10th night stay I was informed all my collected stays had vanished. POOF. They were all gone because they have a year to book policy. Sometimes rules can be bent when it comes to customer satisfaction. They do not value their loyal customers. SO SAD.

Hotels.com is the worst web portal for booking. We have been using other websites and never had an issue. We booked a non-refundable room via Hotels.com but accidentally entered wrong dates. I had a scheduled surgery so it was impossible for us to reschedule our plans. When we realized it in 4 MINUTES we reached out to Hotels.com. We explained our situation. Asked for a change in our reservation dates since a humane mistake had happened. We were informed to wait 72 hours to hear back from the management of the hotel. We haven't heard back from them and we called the Hotels.com customer service and the Chrome Montreal Centre-Ville many times. Neither hotel's management nor Hotels.com did anything about it but the frustrating part is when we talked with someone from the reception, she said that this happens to SO MANY people!

The worst. Never again. Do not do business with Hotels.com. They either don't know or tell you whatever they think you want to hear. They just take your money quickly and leave you hanging. They told us hot tub, no tub. They told us free breakfast, not so. They told us view of river, NO. They did not tell us about parking charge. They gave us very poor directions, got lost. Had to call hotel. Not close to any restaurants, like they said would be. Why are they still in business? DO NOT do business with them for any reason. They are NOT the cheapest.

Booked Hotel Bally’s in Las Vegas in August 2018 thru Hotels.com. Reservation mentioned continental breakfast for 2 and free WiFi. Upon arriving at the hotel, we were given a voucher of $18/day to use in a coffee shop (there was no continental breakfast!). 18$ bought me 4 cups of coffee! Sent 2 emails and called hotels.com - no response at all. I don’t blame Bally’s but I do blame hotels.com for incorrectly mentioning that continental breakfast was included. Also WiFi was free, but only for 2 devices. For extra device there was a charge of 15$/day- once again misleading words from hotels.com. Are there no laws they can stop such malpractice from such a website as hotels.com? Be aware travelers!

June we booked a hotel in the middle of the desert on the way through Moses Lake, WA on a long road trip. All of the hotel information was incorrect INCLUDING THE PICTURES. Had to go through MY BANK to get a refund even though it was false advertising. Second time, was looking for another family room (we never travel without the kids) and called the day before the reservation because they booked us a single bedroom and would offer no help fixing our reservation even when I offered to pay full price at another hotel with two rooms.

Hotels.com uses such a convoluted system that it seems impossible to book a room and use the free night earned through their rewards program. It seems more like a scam than anything else. I tried to be vigilant about booking only through Hotels.com whenever possible, but my efforts seemed to have been a waste of my time.

I see some very negative reviews of Hotels.com here. In my experience, they often do a better job than going to the hotel's website. Reasons to use Hotels.com. They often are cheaper (even when the hotel says it "guarantees the best deal") and the website faster. Much easier to compare amenities and prices. They actually disclose all the fees, which some hotels keep hidden until after you make the reservation (I'm talking about you, Affinia). They make the cancellation time restrictions very clear (again, many hotels make this difficult). You get a (complicated, but real) 10% discount if you use hotels.com regularly. This is above often getting a better price than the hotel's website. The only time I have had a negative experience was when I made a reservation 10 minutes before showing up at the hotel, and I had to sit on my heels for 30 minutes while the check-in staff found the reservation.

Will never, ever book with Hotels.com again. Upon arriving at the Baymont by Wyndham Wisconsin Dells, we discovered that there was an issue with each room. We booked for 3 suites. Only one room was a suite. This was only the beginning of our issues. That room only had power running to 1/2 of it. The second room had an issue with the A/C and a burning wire smell, which set off the smoke alarm. The entire room smelled. Not to mention it was filthy. After arguing, he moved us to a room even smaller and we couldn’t fit all of our children in the room with only two beds. My 7 year old found a PILL in the chair. The third room was filthy. Sticky stuff all over the walls. Stained sheets. Mold. And moldy/musty smelling towels.

A property represented by Hotels.com the Jeddore Lodge and Cabins in Head of Jeddore near Halifax, was rude and belligerent when we told her the cabin did not deliver on the amenities listed. As a govt and military family we are professional and above reproach character and integrity. The owner got angry, threatened and we left the property. So we were not able to complete our stay because of her attitude and actions. Contacted hotels.com for support. They have refused to give us reward nights we lost because of her actions. Hotels.com represent her, so they are responsible for what happened. We lost our nights and now they won't give them to us. We have used them extensively, and one would think they would want to keep us booking with them by doing the honorable thing and restoring our nights.

I made two booking for the same "hotel" in Madrid, one for the night before my flight and another one a month later for two nights. I made sure I checked all accommodation types except hostels and then selected Abracadabra Suites in Madrid. I read plenty of good reviews and didn't see any bad ones. In the key facts about the property it said a among other facts: Key facts This hotel is arranged over 1 floor. Arriving/leaving. Check-in time 3 PM-midnight.

I should have read the reviews, no problem taking your money but when there is a refund due they just KEEP giving me the runaround. I called 5 different times, each time everything will be handled. Never a return response. Nothing has happened to help with refund due. Sent all information 3 separate times??? Still nothing. DON'T USE HOTELS.COM!!!

I booked a hotel through Hotels.com and was angry when I found out that they charged, what I assume was a booking fee, that turned out to be about 17% of the cost of our hotel room rate. I was not informed by Hotels.com what the fees were. I only found out the total cost when my credit card was charged. It was after backing out the state and local taxes that I found out. As far as their "stay 10 times and get a free night" promo, you might better save the booking fees and buy your 10th night.

I have just paid a deposit for next year in April. The emails are now coming back from Hotels.com India. Have they been taken over? I decided to look at reviews and the ones from this month certainly sound like the company is dodgy. I think I might cancel on that basis, but will I get my deposit back? I will email the hotel to see if there is a booking. I have used them without a hitch on my last 3 overseas trip and never had a problem. I tried to claim my rewards night and was told I could only do that by paying the next booking in full at the time.

I booked 2 rooms from Hotel Lindenhof from Austria for a night. Hotel said it has no any agreement with Hotel.com and there is not any reservation, And refused us host. We could not stay there. However the hotel charged and got the money from my credit card. I report that to hotel.com five times times asking to solve this problem. Unfortunately Hotels.com records the complaint but do not solve nor gives feedback to me since more than 40 days. We trusted in Hotels.com to book Hotels but it is indifferent to problems. I ask to Hotels.com to prove that it is a trustable firm by solving this problem.

I booked through Hotels.com for 13 nights and only to find out when I checked out & saw my final invoice from the hotel, I paid almost $800 more with Hotels.com. Hotels.com won’t honor it plus, the promo that they have for free hotel nights, that’s a trick. They’ll trick you to apply the promo code & that would be their excuse not to give the rewards night.

I reserved 10 nights in a hotel overseas under the policy and at the rate that I allowed to cancel or change the reservation within 72 hours after reservation. I called within 24 hours to change the reservation. They first stated I had passed the deadline. After complaining and being transferred to the complaint department, the Manager, Stephanie **, changed the story, and now stated there was no cancellation or change policy and that I could not be refunded in any way, or change my reservation. I asked for their email address so that I could send them the email booking confirmation I had received that proved there was a 72h change and cancellation policy, but they said there was no way to send them any emails.

Booked and paid for 3 week rental for my crew. Crew showed up and found not only was someone else renting the condo but at least 3 other parties were booked there, in error, as well. Condo personnel said they called Hotels.com when the prior parties arrived and was told Hotels.com had notified everyone and all was okay. Hotels.com kept me on the phone for over 90 minutes then said they couldn't find us a place to stay, oh well. They said I could not have the $7200 I prepaid back for at least 7-10 days even though it was needed to find another place for my crew.

Second call - Hotels.com claims that the hotel denied the refund again.

I booked a business trip and needed to cancel it. The hotel agreed to cancel the reservation but Hotels.com refused to refund my reservation blaming the hotel. I called the hotel directly 3x and each time they advised they will cancel the reservation with NO fee/charges. Hotels.com said they will not refund our account per hotel policy. Will never use Hotels.com for our company reservations any longer.

I have used this company for over 6 months now, and it is now coming to an end. I have spent thousands and thousands of dollars in their so called "rewards" program. They constantly are manipulating the prices of the accommodations based on how full the hotel is. You can't plan a budget like this or allocate your money because one day the room could be $60 and the next double that price due to price manipulation! It is a scam, and I have written many reviews about the shoddy properties they advertise on their site. I have found Hotels.com routinely not posting my negative reviews and hiding them to prop up the hotels they advertise in order for the hotel to keep making money and them too bilking the customer and leading them on. THIS IS OUTRIGHT DISHONESTY AND SILENCING THE VOICES OF THOSE TAKEN ADVANTAGE OF!

I converted my Tesco Clubcard vouchers to £450 worth of Hotels.com vouchers. At the checkout the discount cam off (so the code worked). However, when I tried to complete the transaction it gives a constant error code. Tesco have been trying to contact them for 4 days. I am unable as there’s no email address, technical help, etc. Only a booking line based on India. 2 different managers said they could do nothing and questioned whether I had money in the bank! Said the hotels were full, etc., etc. but could do nothing. Direct me nowhere and one slammed the phone down! Never again would I use them. I now have a trip booked and will have to book and pay for the hotel myself and have £450 of unusable vouchers. I highly recommend Booking.com. Try them!

I went to Bolivia and Chile 3 months ago and I request invoice with company name from Hotels.com. It has been 3 months, they did not provide it yet. I sent a lot of emails to them. I don't think that they are operating legally. It is the worst service quality I got from any traveling websites. I will never use it again.

I booked a room in Las Vegas. Fee was $233. Showed up and the hotel would not accept the booking and turned us away. Said they would refund the booking to Hotels.com. Booked a very expensive replacement hotel and called Hotels.com to obtain the refund. They claim we cannot get the refund because it was too late in spite of the fact that the reservation was made about an hour earlier and the hotel said they were refunding the booking. Hotels.com took our money and presumably the hotel’s refund. Thieves.

I made a reservation in Florence, Italy in June for a vacation planned in December. The cancellation policy stated: "Free cancellation until 12/23/18". My husband was just diagnosed with a serious illness and we needed to cancel our trip. I tried to cancel online and was informed that it was a special discounted rate that was non-refundable.

I booked a trip to Las Vegas at Vdara for Saturday August 11, 2018, checking out on Thursday August 16th, 2018. I used the drop down calendar on Hotels.com site. For some reason, the reservation booked for Thursday July 26, 2018 to Monday July 30th, 2018. I learned of this by way of an email, asking me how my check in was at Vdara on 7/26.

I booked a hotel at Norwood in on Hotels.com. When I got to the hotel there were 30 upset people in the lobby because the rooms wasn't cleaned yet at 5 o'clock and people were getting turned away that had reservations. I tried checking in and I was told I wasn't guaranteed a room even though I prepaid. She said we could wait and see. It was 9pm when I was offered a room. Very stressful situation.

When making reservations, clearly stated “Pay at hotel” except when I made the reservation was charged immediately. Then when needed to make a change well within the allowable time frame, was told had to cancel then rebook at almost double the rate! DO NOT BOOK THROUGH HOTELS.COM! I have used other booking sites as well as directly with hotels with no problems. I will NEVER use them again and will find every place that I can to place a bad review.

Hotels.com seems to be very deficient on the number of hotels offering 'redeem rewards' possibilities. On several occasions I specifically looked for hotels to use my rewards points and found that ENTIRE CITIES had no entries! Plenty of places to collect reward points, but no place to use them. This is bogus.

It's a bait and switch type of situation with Hotels.com! They lure you with email or ads and the price is not the same in the end! It changes minute to minute... I am done using sites! I call hotel direct now!!

I entered my parameters for a hotel stay (the date, number of guests, and location). The site booked me 45 minutes away in another state. As soon as the pages popped up, I called to have them rectify the mistake. The customer service agent hemmed and hawed and kept putting me in home. The upshot was that after half an hour of my time, he was very cheerful to inform me that he could do nothing to help. We were stuck with the room, adding an hour and a half to our travel time. (We actually passed our intended destination and had to retrace our steps the next day.) Then we arrived at the hotel, and the real fun began.

I made a reservation in the Arbuckle Lodge in Gillette WY for one night via Hotels.com. The rate was very reasonable and the room was nice with bunk beds for my kids. The kids were very anxious to sleep in bunk beds! I prepaid for the room on a CC. Upon arrival I discovered that the hotel had cancelled my room and was now overbooked. The room with the bunk beds had been given away (I'm sure at a higher price). The manager's solution was to put us up in a cheaper room that did not have the bunk beds I had originally paid for. I was furious. My kids were heartbroken.

If I could I would give them NEGATIVE STARS. Consumer Beware! These people are dishonest! Just look at all the negative reviews left! All they care about is taking your money. No interest in helping. I will never use them ever again and I am warning everyone I know to watch out for their tactics. Hotel was willing to change the date of my reservation but I had to do it through hotel.com. They try to blame the hotel but it is Hotels.com who has the consumers' money and is unwilling to make the change without charging me more money. Of course if I change it to another date with a cheaper rate they refuse to refund my money.

BEWARE OF HOTELS.COM. They advertise the best rates, but they are NOT the best rates. I have always been quoted a better rate by calling the hotel front desk and getting a price quote directly from the hotel. Also, Hotels.com makes you pay 100% in full at time of booking, where the actual hotel only requires a small deposit and you pay the balance at check in. HOTELS.COM WILL RIP YOU OFF!

Hotels.com non-refundable room price $93.50, taxes and fees $37.02... 37.02/93.50 = 39.6%!!! Hotel website non-refundable room price $93.50, taxes and fees $14.03... 14.03/93.50 = 15%!!! Fool me once, only once!!! Hotels.com are crooks! Spread the word!!! Don't let them continue to get away with this!

I booked through Hotels.com and stayed at a Days Inn near San Antonio Texas. I complained when I arrived about the cleanliness of the room, the carpet was shredded in one area of the room and the bathroom shower was absolutely disgusting. I was told that unfortunately they were sold out and couldn’t be moved to another room. I called Hotels.com when I returned home a few days later to advise them of my unsatisfactory stay. The young lady I spoke with was very short with her responses and then she put me on hold to contact the property. She came back to the phone and said that the hotel had no record of my numerous complaints to them. She then stated that she didn’t feel that I said anything to the front desk at the hotel.

Hotels.com will not give me an itemized account of what I'm paying for. I stayed at a Red Roof Inn. They said they are charging me for a safe... I told them before using the room I didn't want that. They said they are adding taxes to the room that are not on the bill. And for my ten day stay I left 2 days early and Red Roof Inn said I would get credit for that. But RRI couldn't give me a bill, they said Hotels.com would give me a bill. Now Hotels.com says they can't itemized the bill, I just need to look on credit card to see what it is. BS!!! I will never use Hotels.com again... Totally unprofessional.

I will NEVER use Hotels.com again. I was in the Portland OR area on a family vacation. After a long day, I booked a hotel on Hotels.com (Century Hotel) at 9:15 pm when I was down to 3% on my phone, I waited to make sure I got a confirmation number and email saying it was guaranteed, then didn't care if phone died. We finished up dinner and headed to the hotel which was 30 min away in the opposite direction we were heading the next day. Got to the hotel at 11:30 pm, and they told me, "Sorry you don't have a room anymore, your payment wouldn't go through. We tried to call you."

After making a reservation on the Hotels.com website, I found that I could not make a change on their website. So I contacted hotels.com customer service, and spent almost two hours on the phone with two separate supervisors before they finally contacted the hotel to supposedly make the change. I then received an email confirming the modified reservation. And yet when we arrived at the hotel, the front desk had no record of the fully pre-paid reservation. When I called hotels.com for the third time that day, (and by then I was pretty angry,) they told me they did not understand why I was upset. We waited 45 minutes in the lobby while they struggled to "resolve" the issue and ultimately booked our room directly with the hotel. I will NEVER book through the hotels.com website again.

We rented a room to celebrate my husband's 50th birthday and our upcoming wedding. We purchased tickets to a concert in Toronto that we were attending that night as well. We booked on DEC 3 2017 for July 11 2018 through the Hotels.com app. When we arrived we found out that the room was booked for Dec 3 2017 instead and we were a no show. Hotels.com would not refund us any $ and said it would be up to the Fairmont Royal York Hotel and so far we have not had any luck. :( So we are out the 208$ plus we had to pay for another room which cost us 390$!!! We have deleted Hotels.com app and will definitely be dealing directly with the hotel next time and it won't be the Royal York.

Made the mistake of giving Hotels.com all my business for two vacations last year. One to Europe for 3.5 weeks and one in the States for 10 days. I carefully booked every room through them. Went to book my vacation for this year, expecting to use the free rooms that I earned and boom, points expired a couple of days ago. Tried to reason with them and they flat out refused. Fortunately there are other services where I can book points for free rooms only they offer 24 months and have much better reviews. Take my advice and do not use Hotels.com. Wish I would have looked here first.

I recently booked a room through Hotels.com. The price of the room was listed as $149. When I put in my credit card information then I got the receipt and it came up as $252 a night. There was a cleaning fee included and taxes and fees. $103 dollars a night for TAXES and FEES! On top of everything else I could not cancel the room without having to pay the full amount. I will never book anything through hotels.com again. @hotels.com #hotels.com.

The names and people have not been changed to protect the innocent. This is my story. On June 09, 2018, I booked a room at Stay Alfred at the cost of 183.60$, via Hotels.com (headquartered in Texas, and owned by their parent company Expedia). I woke up this morning thinking I would get ready to check out my new location. However, the morning quickly became a nightmare, as the hotel gave me an email that I have been charged 308.00. Wondering what in the world is going on, I phone the hotel and talk to them about the 40% price increase. They inform me it is for a cleaning service fee. Thinking I can never justify paying 120$, just to stay in a place for a night and have them make the bed when I leave the next morning.

My wife and I recently booked a trip through this website for a trip to visit with her sister's family at a BMX race in Pennsylvania. We had booked with them in April for this trip (July 6-9) got a confirmation number and had our credit card charged. No worries, right? Wrong. We were actually at the event with our family, who traveled 13 hours to be there, in the same hotel as us. At the end of the day, since we were running late (like 7 pm) we decided to call to let them know we would be checking in a little later since we were going to all go to dinner after a great day of racing. That's when we found out that our room HAD BEEN CANCELLED! How can that be? We had a reservation AND we already paid for it? GREAT QUESTION!

I had a reservation through Hotels.com for seven nights at a hotel, which I went to cancel a day in advance. I found another place to stay that was free. The total amount of the stay was over $1,500. The hotel has a policy, which was (to be fair) stated in a couple lines in the rather complicated Hotels.com reservation system, that all reservations are paid in advance and absolutely non-refundable. I didn't have to check off an option that says "I understand that this is a completely non-refundable reservation." Considering that $1500 was completely non-refundable, this is obviously an important detail to confirm. Unfortunately, it was a $1500 mistake that I didn't notice these two lines.

Have been using Hotels.com for several months and have called multiple times because I am not getting credited for the nights I’ve booked. Customer service is the worst I’ve experienced - literally had people end chats or hang up on me mid-conversation. My credit card was charged but they claim there is no record of my bookings even with the confirmation number...please don’t be fooled by Hotels.com! Not worth the loss of money and time.

Hotels.com Itinerary: **. I made a reservation using Hotels.com for a Motel 6. When I showed up at the Motel 6 and gave them my ID, they said they had no record of the reservation. I showed them the email that Hotels.com sent me and they explained to me that hotels.com did not send them a copy of the reservation either via email or fax and that the email Hotels.com sent me only had a Hotels.com itinerary # and not a Motel 6 confirmation #. I called Hotels.com and was put in touch with their Filipino call center. The call center said they sent the email and fax to the Motel 6 but the Motel 6 did not reserve it. Moreover the Filipino call center could not provide a Motel 6 reservation number. After that the Motel 6 shift manager called Hotels.com and also had no success. I BEGGED for someone in America and was not connected to one. I ended up sitting in the Motel 6 lobby for 2 hours, making 5-6 calls to Hotels.com to keep begging them to help me.

We booked a night in a hotel in Germany with Hotels.com for a one night stopover. When we arrived at the hotel at 7 p.m., with two children, they did not have our booking and we were turned away, despite our having a printout and email from hotels.com confirming our booking for that night at the hotel, which was paid in full three months earlier. I tried to contact Hotels.com while talking to the hotel receptionist, but got no reply to phone or chat, although it is supposed to be a 24 hour service. We had to pay a much higher last minute rate for another hotel, and a taxi fare to transfer. Really appalled by this. After contacting Hotels.com they are refunding the original charge, but there will be no compensation for the additional fees incurred. It seems that this organization can't even carry out the basics of their business -- actually making the booking. Furious.

This also pertains to ref. number: **. Roughly 7 am, on June 28, 2018, I arrived at Motel 6 as they are the only motel I know of who allows a check in this early. In fact, it begins at 6. Upon check in, the front desk and manager were unable to find any trace of my reservation in their system. What followed was one of the worst days of my life, I experienced a level of incompetence I had never dreamed imaginable. For almost two hours I begged pleaded with reps whom barely spoke English, merely trying to help them understand the simple task at hand: notify the motel I did in fact have a reservation.

I paid in full and reserved a vacation home in Kissimmee, Fl (Aco Premium-6bd w/Pool, spa, game room (1522). I received my confirmation for a week stay which was done in April for a trip in June. On June 17th I received another email confirmation with a picture of the rental home, on the day of check-in I received an email for a total different property a 4 bedroom in Clermont, Fl. I was very confused and called Hotels.com, I was transferred around to at least 6 different csr reps which said because I checked 2 people they wouldn't accommodate my stay in the home I paid for.

Crown Plaza Tel Aviv clearly spells out their cancellation policy which was submitted a month prior to check in. The illustration of the property as well as assurance from the CSR of certain features was & is inaccurate. The property website, at a later date, revealed that balcony doors would be shuttered till September. I just want them to credit my account & save the bother of protesting the charge to Amex. Is it worth $253 to tarnish the reputation of a well known organization? Come on guys this not the way to conduct business.

They charged the credit card I used to reserve the hotel with and I got charged on the card I used when I got there. My mother had a stroke and I had to deal with quite a lot of money being taken that I couldn't afford, I had used my Paypal Business Credit Card to Pay for the Hotel (I was lucky enough that I've been with them long enough that after I asked for a chargeback that Paypal gave me a sort of 'credit' on the money that was taken by Hotels.com). I spoke with the Hotel - it wasn't them. I spoke with Hotels.com and they said I didn't give enough notice on my cancellation. I'm like, "I'm in the hotel!" Long story short they still charged me a "Cancellation fee". I didn't have time to mess with helping Paypal fight it as I was staying at the hospital with my mother, I was devastated and Hotels.com was ripping me off - Don't ever use this "company"!

We booked our hotel through Hotels.com for a weekend in PA for my uncle's 90th birthday. At check out I received a receipt from the hotel showing the charges were $117.95. Once I checked my account on Monday with my bank Hotels.com had charged me $138.75 when I called to inquire why and ask for the difference back I was told that they could assure me that they gave me the lowest price possible and that the hotel was wrong. They had charged me correctly and would not refund. I will NEVER use this site again and warn others to double check your accounts if you do. I believe they are charging additional fees that are not being disclosed. Very unhappy with their service and disappointed that there is no recourse.

I had to cancel a day before my scheduled stay, so I called both the hotel (Marriott of Princeton), as well as Hotels.com. I was assured by Marriott that I would not be charged, and received a cancellation notice from hotels.com. After checking my credit statement, I was still charged by hotels.com. The customer service rep (who barely spoke English) for hotels.com claimed that the charge was from the hotel, and could not be recouped. That was an outright lie, and I have yet to receive my refund from hotels.com.

I booked a room 6 hours from home for my children and I. I paid with my debit card 1 month prior to the stay. I was aware that the funds were non-refundable. I arrived at the hotel to find out that the pool was closed. I chose this hotel so my children could swim. While checking in and realizing the pool was closed, I explained I will not be accepting the room due to not receiving what I paid for.

I booked a room yesterday through Hotels.com. I've used them before with no problem. I found a really good deal online and attempted to book the reservation. There were problems with the website so I called. The deal I'd found was no longer available. I ended up reserving a room at Meridian Inn in OKC. I was told it was a star hotel. It anything but that. It was smelly, the chair had stains and the walls had something splattered on them. I complained and was moved to another room which was better, but there was no kitchenette, no toiletries except soap, the air conditioning didn't work and I saw a roach. I will never go to Meridian Inn again and I will never use Hotels.com again!!!

I called Hotels.com on June 7, 2018 to see if they would price match a hotel I found on Booking.com for $66 cheaper/night. After being on the phone for 30 minutes, a representative was finally able to confirm that, although he couldn't book the hotel at Booking.com cost, he would credit me the $66 difference on my Hotels.com account. 10 days later, when I still couldn't see the credit on my account, I contacted Hotels.com customer service and they said they had no record of my conversation and there was nothing they could do. I provided a screenshot of my phone call information as well as my confirmation number: **. I obviously would have booked on Booking.com if I wasn't promised a reimbursement! Be warned that Hotels.com does not look out for their customers.

I booked a room several months in advance for a big trip I plan to take in summer and then I found the room on booking.com for half the price. I then called customer service and after about an hour was told it will take a few weeks to show up on my credit card. Great. Done. Not too bad I thought. I then received an email from the hotel telling me they no longer offer the room time I booked through hotels.com and they have put me into another not so good (in my opinion room type).