Hotels.com Reviews

Made a reservation through Hotels.com for a night on 07/20 to 07/21 for Extended Stay America in Pleasanton CA. I called Hotels.com customer service to make reservation on 07/20, confirmed my booking is done, got confirmation email. I thought I was good for night, I was visiting CA with my family. When arrived at hotel it was 1:30 am. I had to wait for 10 minutes at front desk for someone to attend. I said I had reservation and given them confirmation number, they looked at their screen and called their supervisor and confirmed it wasn't there in system. They asked me to reach out to Hotels.com which I did and representative asked me to do walk-in if I want to stay there, she said Hotels.com will refund my money back.

We made a reservation for 3 nights at the Ana Intercontinental Hotel in Tokyo for March 2020 (high season). We selected the option that included free cancellation until a couple of days before the check-in date. A few days later we called Hotels.com to change the date to arrive one day earlier. The person I spoke to proceeded to cancel the reservation and make another one. It wasn't until some time later we realized she had made the new reservation with a penalty of one night to cancel or change. The person on the phone NEVER mentioned that there was a change in the cancellation policy for our booking. We have since decided to do a tour in Japan instead of arranging our own trip and tried to cancel our booking. This is 9 months ahead of our check in date.

Thomas **

He would not transfer me to somebody with more authority as I was insisting and then he hung up! I mistakenly booked two rooms in the same region of Lyon France. One was closer to the wedding than the other and I needed to cancel one. They were for the same exact period of time. Hotels.com website allowed me without any warning to book 2 reservations. This was done months before my travel and I discovered it as a travel date was getting closer. I contacted Hotels.com two weeks ago. They assured me that they would look into it and call me back. I never received a return call.

I stayed at a hotel in Vietnam that was paid for in advance through Hotels.com. When I checked out of the hotel the clerk insisted that they only accept cash and hadn't received any payment from Hotels.com. I went ahead and paid. When I arrived back home I contacted Hotels.com and told them what happened and asked them to investigate. I have heard nothing. I believe the people at the hotel were telling the truth and Hotels.com might have pulled something.

I have booked a hotel last year with Hotels.com & my Confirmation# ** which is at Red Carpet Inn Jeffersonville, 2016 Hospitality Way, Jeffersonville, 47130, IN. When I check-in they gave me room all the way in second floor, It was disgusting, not even have AC. I have never seen an motel room in such a situation that it was as bad as it is in a deteriorating situation the beds are used and, restroom is used and not clean, we were very tired and we didn't have any choice. We asked the guy who gave me the room and asked, "How could you give us a room like that!" He gave us another room and it looked same. We left the motel and and asked for refund, the motel guy said, "It's the Hotels.com that you've paid to", so told us to get that from them.

I booked a reservation this morning for attendance at my father's funeral in Cape Canaveral FL. When I booked, I did not realize it but the hotel is at Port Canaveral which is over an hour away from where I need to be early that morning. They charged me a deposit and now when I went to cancel the booking, same day, few hours of booking, they tell me that I incurred a 50% fee and that the girl tried to get the hotel to waive the fee.

I booked a hotel for August 31st. When I received my confirmation email the booking was for that day, Mid July. I immediately contacted Hotels.com to inform them that the date was incorrect and they assured me they would contact the hotel and resolve the issue. A few days later, after my credit card was charged, they sent me an email saying they couldn’t do anything because it was past the cancellation timeframe. Since the booking was made for the same day, it was past time before I even made it. I am currently disputing the charges with my credit card company. Some advice: book directly through the hotel, don’t use a third party middle man, it’s all a scam and they blame the hotel for their website issues.

I usually book directly through hotels but decided to try Hotels.com when I recently traveled to Cuba. The first time I used La Victoria and had no issues because it was a nice hotel. The second time I visited recently, I tried a different hotel Inglaterra because of location. The air conditioning did not work and the hotel room was very dirty. I called dissatisfied wanting to cancel the remainder of my stay. I was told I would lose my money. The hotel moved me to a bigger room that was a little cleaner and the air worked a little. However, it was still not up to my standards. I was not requesting a refund on the night I stayed but wanted to leave on the other nights. I will not be using this service again.

My daughter order a Hotel in Miami beach. The total amount was 925$ including Taxes and other fees (113$ in the total amount detail). After arriving the Hotel the reception charged her with 174$ more for local tax. We called to the Hotels.com service and they said it is written at the order button. We didn't see it in the total amount breakdown payments. They didn't agree to find a solution even we told them that if we knew the amount will be like this we probably would not take this hotel. They took the money and that is it. Didn't help to speak with a supervisor. Don't recommend at all.

I booked 3 rooms via Hotels.com. Upon arrival at first booking they wanted to put my party in a room on the second floor, no elevator, and my 96 year old uncle has mobility issues. The hotel was able to find a room on the first floor, second hotel was not and I was charged for the room anyway. Somehow the third I was double booked and had to pay for two rooms. I paid for two rooms and never stayed in them. Hotels.com was of no use to resolve the issues. Recommend you use another booking service. P.S. Expedia.com is part of Hotels.com.

My wife purchased a gift card for Hotels.com to use for our family vacation. We went to book our hotel and found out that there are 2 types of reservations “book now” reservations and “pay now” reservations. Because the hotels we were looking at were all “book now” our gift certificates were of no use and could only be applied to “pay now” bookings. Very disappointed that we are unable to get the hotel we were hoping for. I contacted Hotels.com 3 times each time being reaching agents only to be transferred to a phone number that was closed.

User beware. It may not be honored and you may be charged if you cancel through the app even within the appropriate time frame. We canceled at one hotel and booked with another hotel over two months in advance (policy was up to day before) but were charged for the original hotel and are told it that we must wait up to ten days to see if a refund is processed. The hotel had us as a no-show because the cancellation didn’t “push through” to the hotel. If not, then we have to handle directly with hotel and our bank.

Booked a room throughout Hotels.com and we checked out of the Days Inn within the 24 hours. We asked for our refund they stated the hotel had to give the okay for them to refund our money. The customer service representative hung up on us also. The hotel was disgusting, the Days Inn located on 169 S. Kentucky, Atlantic City, New Jersey which is a brand of Hotels under the Wyndham Hotels. The Hotel gave us dirty towels, there was a bug on the dirty ceiling, blankets on the bed were dirty.

Do not I mean do not book through Hotels.com, you are better off going on Booking.com where they would assist you and go above and beyond for their customer! Also do not go to the Days Inn on Atlantic City boardwalk. Disgusting place, it looks more like a motel! They had a guest go to our room while we were in there to check it out. We were comfortable about it. We then saw the same guy downstairs with his family. He told us his shower DID not work and the reason he booked the place was to shower because they were coming from Long Island and he wasn't even sure if he got a refund for it. There was a bugs in our ceiling and cover were stained, floor looked disgusting, fire detective don’t even work! We couldn't stand to be there another night, 1 night was already too much for us. We checked out early because of the condition.

I book a hotel through Hotels.com, 2 night stay $1,000. We were splitting this with another couple, so we booked a room with 2 queen size beds. We show up at the hotel on the day of about 2 hours before check-in. We ask to see if we can check in early.... no, we can't. Ok, we store our bag and go exploring for a few hours while we wait. 3-4 hours later we get a call from the hotel, They have been overbooked and they have to move us to the hotel next door (overall the hotel is much worse in general, fewer features and stuff, but we are ok with that because we don't plan on using the hotel that much anyway). So we go back to the hotel to move our stuff and check into the new hotel. They have moved us into a smaller room with 1 king size bed. We complain to the hotel but they tell us that there is nothing they can do because we used hotels.com and they are booked full.

I recently booked a visit to an NYC through Hotels.com. I received an advertised price of $140 per night, which was written all over my confirmation email in bold, highlighted numbers. However, I was charged an additional $40 fee. When I called customer support of Hotels.com, the agent initially agreed with my plea that I should not have been charged more than the $140 advertised. But his manager ultimately denied my request and stated that the hidden charge was actually written in the fine print of the email confirmation.

I think their five star reviews are fake. Get your own room. Their entire deal is a scam. You can negotiate your own fair price with hotel. They put me in a trap tell with my 8 year old daughter. Charged me full to cancel.

Booked hotel room in Madrid with Hotels.com for my family. Two days after the booking I received an email from hotel wanting pics of passports and pics of travelers. Hotels.com will report but not refund. Not in fine print. Per Madrid hotel our information is for police. Hotels.com didn’t know anything about this but still won’t refund. Sent email to corporate. No response. Will never use them again. Will not put my family’s safety.

I book through Hotel.com and canceled it on time, but won't issue my refund because hotel that I booked through them won't waiver it. I think Hotel.com is responsible for it and they should get my refund which they won't. I am disappointed and would never ever business with Hotel.com.

I’ve been using Hotels.com for years, no issues with the bookings. My issue is with their customer service; it’s not straightforward to set up a Rewards account and they wouldn’t honor most of my bookings. The bookings are stored in their system (viewable in my account) yet they refused to add them. Online system seems to be set up so that customers can’t easily create a simple account, one that actually accrues nights.

I joined Hotels.com in April 2019. I made a reservation for June at the Sheraton Hotel in Va. Beach, Va. I decided to cancel reservation 10 days before the trip. When I happen to look at my credit card statement I see my credit card was still charged on June 5 for $457! OMG what a nightmare, as I contacted Hotels.com and they say it was never canceled! Also did I make sure I called the hotel and canceled? I canceled the reservation the same way I made it on their website!! However I have no proof because I’m locked out of that Gmail acct. Hotels.com claimed they called the hotel and the hotel refused to give me a refund. They gave me a number to the hotel to call and I get some guy from India I can’t understand. He says I need to call Hotels.com that there is nothing he can do. I WILL NEVER USE Hotels.com BOOKING COMPANY AGAIN!!! To think that I have to pay for a room I didn’t even get to stay in on the beach upsets me to no end!!

I booked my hotel through Hotels.com. Within 24 hours I received a confirmation that my booking had been cancelled because there was an issue with my credit card so I booked somewhere else. When I check my transactions I see that the Hotel ended up charging me for 1 room when I had actually booked two. They were both booked under the same confirmation number. I call Hotels.com. They tell that I need to call the hotel directly. When I call the hotel they tell me that Hotels.com never canceled the booking so They tell me to call Hotels.com. They tell they can not refund my money that I need to call my bank and dispute the transaction or call the hotel again. I will never book through Hotels.com. They don’t care I have the confirmation that it was cancelled!!!!

Alert, a reservation agent with Hotels.com stated to me if I wanted a refund I had to buy $350 in Hotel.com cards or Target cards. I called Expedia and they said they do not handle the money directly and cannot refund it. I went thru my bank and reported this scam and I filed a complaint for consumers on the government page. I was told by the Expedia.Hotels.com agent that this is the 3rd call about a scam with Google Play or Target cards. He said one customer asked for Hotels.com to refund the money and they cannot since they do not get the money directly. Hotels.com seems to not understand or care the money is one problem but what about the lack of security with data.

I booked a hotel for my cousin because her mother just died. Motel 6 would not let her stay because although she lived in a nearby town she was considered a resident. I was put on hold with Hotels.com. After 10 minutes I hung up. I tried back two days later wondering why my refund wasn't back and Hotels.com called the hotel. The Motel 6 in Kingsport, TN said they were busy and couldn't give them the details of the cancellation. I asked to speak to a supervisor and the Hotels.com person disconnected me when he transferred the call. Also your rewards have to be used in a 12 month period, if not, you start over.

My husband and I were given money through Hotels.com Gift Cards to use on our honeymoon. Seemed easy enough. But it ended up being a NIGHTMARE to deal with. I spent over 6 hours collectively throughout our honeymoon dealing with Hotels.com because their gift card services were "out of service." In order to use their gift cards while we were on our trip we had to change the proxy setting on our computer so it thought we were still in the US. That was the only way it gave us the option to use our gift cards while booking.

I was browsing the app for my trip and all of the sudden my baby got my attention and I left my phone. After 20 minutes, I found that my baby booked a hotel that I wasnt aware so I cancel it immediately. And realized it’s a non-refundable so to make sure I can get my $1000 back, I called them. The customer service agent told me to make the same reservation again using google card or some prepaid cards so he can refund the $2000 to me. I feel like it’s a scam. Where do I chase my money if I pay with google card?

Hotels.com provide a price and tell you the booking is fully paid, I paid $1000. Then the apartment owner asks for more, in my case $500. I had to cancel as the apartment was not worth the extra. I went to Airbnb and got a better apartment for less than the “extra” I was being extorted for.

I booked a hotel room at the Executive Suites in Squamish for one night as I was attending a health care seminar. The seminar was tentative re: dates so when I booked, I made sure that I could cancel if I needed. The Hotel.com website stated free cancellation so I booked. I had to cancel as the date had been changed. I received my confirmation 2 days later (30 hours before my reservation) and tried the cancel my reservation only to find out that I would have to pay the full price of the stay to the hotel. The hotel was not helpful at all and neither was Hotel.com. Beware these false marketing ploys!!!

I booked a hotel through United app. I never received the initial confirmation via. I called 2 times before my flight left Honolulu to Guam I even gave them 2 emails address several hours before boarding my plane to Guam. Still email to confirm the arrival date and hotel address. When I landed in Guam I remember the name of the hotel. I took a taxi to that hotel and to find out that there are two hotels with the same name. So not having an email confirmation without a hotel address was the first problem. Second problem is when I got there the dates were wrong on my arrival Date. Again without an email confirmation I had no way to verify the address or the confirmation arrival date. So I called Hotels.com. They were no help when I got to Japan. Later the next day I submitted emails questioning what happened to Hotels.com.

I booked the hotel through their app and the gift did not get applied even though I did enter the code. When I called they said I can’t use 2 payment methods and so I can’t use gift card. To get hold of customer service I had to wait 45 min and the line kept getting dropped. Never using their stupid app or website again.

I have never experienced anything so ridiculous. So we are going to Mexico for a vacation. We booked our hotel reservations back in February and paid for the trip in full for 3 people. Due to work, I have to arrive a few days later and the reservation is under my name. I called Hotels.com to add my fiancé's name onto the reservation so that he could check in with no problem. They told me the only way to change the reservation was to cancel and rebook. I told them, no do not do that. I asked for a manager because all I wanted was to add a second name onto the room and did not want to repay for the room again. The so called "manager" got on the phone. He insisted on cancelling my reservation. I told him no do not touch my reservation. he kept saying he is going to cancel it as it's the policy. I was like, what are you talking about? I do not want to cancel the reservation, just leave it I will call the hotel directly. He kept saying no I need to cancel it.

I have been going back and forth for over a week with emails to get a Price Match Guarantee. The difference is over $300, they all tell me either I didn’t upload enough information in my screenshot (file size allowed is too small to get a full screen shot), and say they looked it up on my behalf and that it either doesn’t match my reservation or the room is “no longer available “ in order to check. All of which is a lie. After about 20 these refusals to honor I finally got one that said, "yes you are right, I found the discounted rate," and gave me a ONE night credit for the $52 difference. The problem is my reservation is for SIX nights!

Clearly requested a dog accommodated room on ** via telephone for ** thru ** stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself immediately in the morning, only to be told all pet accommodated rooms were already BOOKED! Spent the entire day today, one day prior to our arrival calling both parties for a resolution. Was told to “board my dog elsewhere or leave her home”.

Worst customer service, overpriced, Booking.com will save you money. Tried to cancel a reservation over a week in advance. CS rep said they called the hotel to try, and nothing could be done because of the "special" deal I received. Found the same hotel on multiple sites with a better price, and no need to worry about cancellation if needed. Will never book with these people again. Would rate zero stars if possible.

Bad. Will use Booking.com to make reservations at a hotel. They charged $72 on my credit card. You get to the hotel. The hotel always says it's $59. Pretty bad when Booking.com is supposed to be the cheapest. I would never go back to Booking.com.

I booked a hotel through Hotels.com about 2 weeks ago. We are supposed to check in the day after tomorrow. I decided to try to switch to a hotel closer to the area that we will be enjoying this weekend. I contacted customer service to see about the possibility of just switching our reservation to another hotel instead of going through the whole cancellation and rebooking process online. The customer service rep, Jovy **., was awesome! They were so kind and prompt, they were able to switch our reservation to the other hotel that we chose without a bit of an issue, and we also got a small refund as the room was a little cheaper! No waiting on the cancellation to be credited back to us and having to pay up front again while waiting for that to happen. It was fast, simple, and Jovy was so courteous and helpful! Thank you Hotels.com!

They advertised price for a condo at the SunDestin by Wyndham on an email I received from Hotels.com was $285/night. After giving Hotels.com my credit card number they charged my card $599.00/night. I went to their Contact us on their site. After going through three departments I was told I wasn’t overcharged because Hotels.com can change rates at any time! What a scam. BOOK YOUR OWN RESERVATION THEN YOU CAN DEAL WITH the hotel directly. These middle men are just HUGE SCAMS.

STAY AWAY FROM THIS WEBSITE! I was a happy customer back when it was Hotelclub.com. Since they changed their name - or the website just redirect to this website - I noticed that since I've been using website something is not right. When I clicked to confirm my booking, I pay by PayPal. I didn't receive an email and my payment was on pending on PayPal. I waited for 2 days and it didn't go through, I didn't at least receive an email. There is no record on my Hotels.com account of my booking. So I contacted them about any record of my booking and told them the date I book and make payment, the cost of the booking, the date I booked the hotel for, details of the hotel, and that the payment is on pending on my PayPal account.

I've booked over 50 stays with Hotels.com, and in May, I had booked 5 nights this coming July. But in early June, my rewards had vanished because I had not stayed at a hotel in a year - so poof! My $600+ in credits gone like that. I am certainly disappointed and for that, and my loyalty is gone - they will never get my future business! There are plenty of other options like Orbitz, Priceline, Expedia, Booking, Hotwire and others which I can use! Hotels.com has lost a customer for life - me and my family! Certainly, they don't care about that, but if more leave, it will eventually hurt them where it counts!

I have had 2 bad experiences. First time I was refunded 25.00 by the hotel due to issue at hotel during my stay but it went back to Hotel.com. Had hard time getting money over 30 days. Next time booked a hotel stay on the site which check in ended at 9pm. It was 11 pm when I booked on site. It did not say the cut off time till after confirmed. Hotel.com refuse to refund fees and I could not use the stay. Hotel office was closed for the night.

I booked a hotel for 4 nights. The price dropped before check in by $110 per night. I called as I was going to see if I should cancel the 3 of the nights and get a better price. I was told leave it alone and I would get a credit refund, 2 weeks later I contact on a chat as I was getting another hotel room and still had no refund. The associate was friendly and advised me there was no refund coming as there was nothing entered in the computer yet they could see the difference in the price. They were sorry but they would get in trouble. Great scam they have. Last time dealing with them.

When I use a credit card to make a purchase I can see the purchase online immediately. If I return the purchase, I can see the credit to my account immediately as well. On May 16 I booked a room for a one night stay on May 30. The very next day, May 17, I canceled the reservation. The full amount of the stay was slapped on my credit card the day I made the reservation, May 16. My refund should have appeared the next day when I canceled. It is now June 27 and I still do not have a refund for the booking.

After using this site you will receive NON STOP SPAM. I deeply regret signing up with this company and giving my personal information to. You have plenty of other sites that offer the same thing if not for a better price than this SPAMMING company. I would even say that they sell your personal info to other companies as after I started using them I have robo calls and non stop SPAM mail. It's a disaster. I do not recommend this company for the simple reason that they should make their money on hotel listings NOT SELLING YOUR PERSONAL INFORMATION, ADDRESS AND PHONE NUMBER.

I do not recommend using Hotels.com because they have bad customer service and they do not honor the rewards that they provide. My private account from this site was hot and needed absolutely nothing to fix it. Aside from the fact that I lost my rewards points my private information was taken. When I called and asked customer service to assist they did nothing and they said that they had no record of it and all they said that the information had expired, I had an email from them informing me that there is a hack in their system. The major reason I don't recommend them is because their system has been hacked multiple times and it is unreliable and untrustworthy. I tried to correct this is the issue via email immediately and never received a response, poor communication.

I just want to start off by saying I have had an absolute horrible first experience with this company and will never go through Hotels.com again. I called in to set a reservation for a flight and hotel, simple you would think. They indicated my card would not go through which I thought was funny. Then I look at my online mobile bank account to see that they did charge me $750.00 for a flight through American Airlines. I advised that the charge is there, apparently this is just a "hold" and will be returned back to me in 24 hours. Well and behold 24 hours later my bank is telling me that no this is an actual charge that money has been taken from me. After speaking with a "supervisor" Raven, she says that since there is no booking ever made there is nothing they can do. I have filed a dispute with the bank but this just goes to show that this company is crooked and will take money from you for NOTHING.

Booked a room while passing through Wichita, KS. No problem booking. Got to the hotel and the room I had booked for $156 on Hotels.com didn't exist. I needed a King suite with a double sleeper sofa. Instead I was given a standard double queen. That is fine, but I wanted a refund of the difference since the standard double queen is only $90-$110 per room.

It's been more than 6 weeks, I was traveling to Prague and needed a hotel to stay from Friday to Saturday. It was around 2 am morning (night) on Friday as I thought that I should rather book a hotel, because prices go up and there might not be vacancies. I clearly remember that the prices were silly. For a 4 stars hotel I was looking for, I had options from around 25 Eur to 40 Eur. However, anytime I opened the hotel to check the offer, I noticed that the date varied from what I initially inserted as my travel (visit) dates. I always had to change the date to the Friday-Saturday night and so I did. The prices suddenly went higher... I booked my hotel, double checked everything and paid for the room.

When I had a dispute with the hotel about charging my credit card before I even showed up the company refuse to handle it and send me to deal with the hotel or the bank as long as they don't have to do anything.

Booked a hotel in NYC and was told in the reservation that I would be charged a resort fee--which is usual now in NYC. However, at the hotel, the amount of the resort fee was substantially more than that specified in the Hotels.com reservation. Calls to Hotels.com customer service lead to repeated hangups and denials of the problem. Fortunately, I had paper copies of all the transactions. After scanning them and sending them to Hotels.com, I was eventually able to secure a refund. I'm not sure which was worse, the original mispricing or Hotels.com denial thereof and repeated attempts to evade responsibility.

A reservation thru them never reached the hotel so there was no room waiting at the busiest time of the year in Anchorage. Hotels.com had no problem charging the credit card nearly $1700 though. Three calls and nine days later, still no refund from them. Not only are we fighting for this refund, their price was over $100/day more than going directly thru the hotel. Never will I make the mistake of using a booking company like them again.

I booked with Hotels.com all year to get my reward. I excluded non-eligible hotels and was excited to receive my free night. I was two credits away and in March I booked a weekend in May. In my confirmation email from Hotels.com the following message was highlighted in purple: Congratulations! You’ll get 1 night free after your stay.

This place is awful. Quoted a price online - booked it and was charged on my credit card $66.44 more than the quote. They would not help me at all so I called my credit card company to have charge taken off and the girl I spoke to had the same problem with them - STAY AWAY FROM THIS SITE.

The HOTELS.COM gift card area of their site DOES NOT WORK. You cannot check a balance, you cannot merge multiple gift cards. You have to call in to a representative that say they ARE NOT a part of HOTELS.COM. You have to know the exact amount on the two cards or they WILL NOT merge them. You have to know where and when you purchased the gift cards (if purchased from a store that sells multiple gift cards). The site is of no help. The best thing you can do is try to reserve a hotel room and check the balances when you reserve the room. THEN call in to the non HOTELS.COM representative to combine them into one card for use on THEIR site.

So I booked a room for June 3rd 2019 to be able to see my son get sworn into the Army. When we got to the hotel they had my check-in date for June 10th, which was wrong. The CSR at the Hotel was very helpful. She spoke with a rep from Hotels.com to get them to change virtual card date from the 10th to the 3rd so we could check in. We got checked in. Now 3 weeks later I got charged by the hotel itself because Hotels.com decided to cancel my reservation after I checked out of the hotel when I never made any cancellations and clearly on my confirmation email it states nonrefundable so when I call Hotels.com they did nothing.

Booked a room through Hotels.com for one price but was charged a higher price when received receipt. In trying to correct issue with hotels.com, pretty much got the run around. Won't be making this mistake again, too many credible competitors out there that are trustworthy other than utilizing a service that isn't.

I recently used Hotels.com to book a room through Norwegian Air at a place in Los Angeles on Venice Boulevard called 444 Boutique. I developed a horrible respiratory illness and four days into my stay realized that there was slimy black mold covering the windows and nothing was dry--not bedding, my clothes. Even the floor was slick with moisture. I left and requested that I be reimbursed for two nights. Management told me they could not do it because it was a prepaid booking. Hotels.com echoed this. Seems crazy to me that you could be expected to be financially responsible for a stay when health codes were so blatantly violated. Lessons learned: (1). Don't book through third party. (2) Don't prepay 100%. (3) Don't stay at the 444 Boutique in LA. I can provide pictures.

We used Hotels.com (sort of by accident, clicked the wrong link) to book a room near Cincinnati, OH. When we arrived at the hotel they said our "credit card did not go through" and we had to pay again! I have had terrible experiences with Hotels.com and parent company Expedia before and should have known better. The only reason they are getting three stars instead of one is that the customer service person was helpful and fairly quickly refunded the money to our credit card.

Hotels.com allowed me to make 2 separate reservations for a hotel next to my cancer doctor in Boston. My health was such that I didn’t need to stay Over the night before and I was able to cancel those reservations by the date quoted on the initial email (actually the day before). I have confirmation and Hotels.com refuses to refund me although they only cancelled one of the 2 reservations AND they refuse to speak with the property. I have never had a worse customer experience in my life. DO NOT BOOK WITH HOTELS.com.

It was fine. Enjoyed the experience, wasn't here too long. Comfortable bed, all I needed was a restful night sleep, super quiet!!!! No crazy partying. Coffee was fresh as if brewed at Starbucks!! I would recommend to everyone.

It was a great, convenient, stress-free to book and check in. Kid friendly. The staff were knowledgeable about the booking site and if there was a mix up they help to their best ability to fix the situation.

Room was as represented, but it's difficult to tell before quality by photos. Beds were hard. Parking was great. Website was easy to use and we did get the best option for the best price on a busy weekend.

We stayed at the Palazzo in Vegas. Booking was easy, hotel was great. Checked in, no problem, and the room was amazing with a great view. They even upgraded us to a room with a better view of the Strip.

I am extremely dissatisfied with Hotels.com. I advise against using them. The site advertises that you can use it to save money and get better rates at hotels. I had to pay $172 more for a double room for two nights than my family who stayed in the exact same room at the same hotel and booked directly through the hotel. You are better off calling the hotel directly and asking for the better rate that way you will not have Hotels.com fees ($120+) tacked on to your hotel price and if the rate goes down you can change it through the hotel. Additionally, if there is a problem, it is very difficult to get through to Hotels.com to resolve it. I will never use this site again and I suggest you don't use it.

I had made a couple of hotel bookings with Hotels.com and in fact have an outstanding booking with them for the near future. My recent experience will change this. After cancelling 2 bookings on the site, because of travel changes, I was informed the cancellations were completed. One of them was not, I was charged the full amount and when I called Hotels.com, they really could not help with any query and instead doubted I had made the cancellation. Book here knowing your risks. Faulty website and a customer service who does not care whether you remain a customer.

The first hotel I booked Days Inn was so bad I canceled at the desk and went elsewhere. The pictures were very deceiving. The next hotel was wonderful. We stayed ultimately at a Holiday Inn Express I believe.

Overall, I was very pleased with the hotel that I booked through the Hotels.com website. Everything was as advertised per their website description & photos were accurate enough to real life. The room was clean, nicely furnished & my stay was comfortable & convenient!

Wish I could give zero stars. I booked a hotel in a few months ago through Hotels.com and had by far the worst service I have ever had. The hotel room I had bought for the week had cockroaches in it. When I called hotels.com they told me that it wasn't their fault there were cockroaches in the room nor would they help to accommodate for the problem, or the fact that the room that we had looked as if it hadn't been clean and was tore apart. The room had a long list of problems with it and hotels.com was the farthest from accommodating. We stayed 2 nights at this hotel before we noticed the cockroaches, and had to purchase a new hotel for the rest of the week.

Hotels.com has the worst system ever to change a booking. If you make a mistake with your reservation and you want to change it, forget it. They waste your time for days, it is like a joke. They said to reschedule your hotel nights they must have an approval from the hotel manager. It is beyond ridiculous, they could not get a hold of the hotel manager for days. I lost 216 dollars because they were incapable of solving a very trivial issue. Worst company ever. A robbery.

I always use Hotels.com. Has always served me well, I generally plan ahead so I can get the best pricing. Only improvement would be to lessen the night stays to get a free night. 10 is tough if you don't travel often.

I made a hotel reservation through Hotels.com and prepaid the amount (4 star hotel in Paris). When I arrived at the hotel the the manager told me that the rate I paid was wrong and asked for $90 more per night (4 nights stay = $360 more) or I could not check in. During my stay I contacted Hotels.com and reported the issue. They told me they will contact the hotel right away to resolve the issue. I did not hear from them for 2 days, so I contacted them again and they said the hotel does not want to remove the extra charge and that there is nothing they can do. They will NOT honor the rate that was advertised on their website and that I had prepaid.

I use Hotels.com exclusively for booking hotels, both locally and internationally. I have always found the properties to be as advertised, and the prices to be lower than other booking sites. Plus the "accumulate 10 nights, get a free night" is an advantage (although this is not a free night, but a pro-rated rate based on the average of my previous 10 nights).

I have booked a package and purchased insurance. When I called back to cancel and rebook for a different date, I was given an incorrect information how to proceed. The process took over 3 hours between different departments and at the end I was able to get a credit for a part of the trip. When I was ready to book my tickets for a different trip using the credit, I called a month in advance. It took multiple agents about 2 hours in total to rebook my flights. I was assured that everything was taken care of. Something didn't sit right, so I called the airline a day in advance, and of course, there was no reservation for my husband.

Anyone thinking of using Hotels.com to book their hotel rooms think again. When my husband and I tried to change a booking date, which we were told was “no problem” we were instructed to buy hotels.com prepaid cards which we did and we’d be reimbursed all money spent on cards, in total we spent 4500$ due to one difficulty or another with assurances money would be refunded to our account. In the end we were “scammed” out of our money. We tried to rectify with customer service but were just transferred to different employees whom stated they couldn’t help.

Today I wanted to make a reservation for my partner and I to go to Newport in August. I was happy to find a really cute Inn via Hotels.com. Earlier today I was also looking for accommodations for Maine in July. So guess what? When I booked my Newport reservation I wrote down the wrong date (I put the July date instead of the August date). I noticed my mistake when I got the confirmation email.

This is the worse site. They advertised a king room with a sofa bed and this was not true. I was told that’s up to the hotel. If the ad says sofa bed I expect to see a sofa bed in the room and it was a horrible room at that. This site should never be used.

Price given for hotel was in Canadian $ but actually charged in US $. I live in Canada. Booked a hotel in Canada (Grimsby). My statement from Expedia/Hotels.com was $ CA but my Visa bill was charged in US funds. This is very, very deceitful!!

Customer service was able to contact hotel directly and get me the refund for otherwise non-refundable reservation. I had to cancel because of personal circumstances… In a previous case they still granted me a reward night even after I made a mistake of using discount coupon in place of reward… Always helpful. All my bookings with Hotels.com now.

I booked 2 nights at a resort on Cape Cod for mid June. A week. Prior to my trip I found out on another website that most of the amenities would be closed until later in the month. I asked Hotels.com to cancel as the website did not indicate this when I made my reservation months earlier. I spent a total of 4.5 hours on the phone trying to get this fixed. Hold times ran 20-25 minutes when I was speaking to reps. Reps were uninformed and unhelpful and sometimes rude as well. Made errors in trying to fix the issue which cost me more money. Could not understand many reps due to very strong foreign accents. I’ve used hotels.com for years but will never recommend them again.

Hotels.com made it easy for me to find an hotel immediately. It was a good experience since I could not find one by my own. The hotel was clean. The staffs were really nice and made my stay pleasant. They gave me extra towels and sheets as I am OCD - always worried about hygiene environment. They also gave me extra shampoo, toothbrush, soaps and hair conditioner for free. The breakfast was what I expected and they did not rushed me to check out. I really had a good time and will always choose Hotels.com for future emergency unfortunate life events.

The hotel was horrible. There was not enough lighting in the parking lot for a lady to walk to and from her car when it was dark. The room smelled old and was very outdated. It was only a one night stay; however, if this info had been posted, I would have stayed elsewhere.

As I was clearing out the paperwork from my trip when I got home, I discovered that Hotels.com had failed to cancel two of the four nights I had originally booked but had to reschedule. When I called, I was told that their system was down "for 3 hours" this afternoon, and their "Chat" system was useless as it was only a "virtual" chat. I wanted to post a review of the hotel I stayed in. Their website had instructions that turned out to be totally useless.

A: Granted this was a busy weekend; 1. Check in was a long wait. 2.no towels in the room, took 4 hours to get them. 3.Room very small for the money (175.00 daily) you spending. 4. The valet service was the best part of the trip.

Motel 6 was infested with bed bugs. I was bitten all over my body. Hotels.com apparently does not monitor or inspect the motels that they endorse, promote, or advertise. I still have pictures of the welts all over my entire body. I have not used their services since.

Hotel was located close to attractions, a lot of places to eat, Starbucks was close, and the service was great. Good selection of activities offer by the hotel customer services. Also, SPAs were very close to the hotel.

I booked what I thought was a hotel or someplace that at least operated like a hotel. But there was no reception. I called the number for the 'hotel' but they did not speak English. Fortunately a local person saw my problem and translated for me. After a major hassle to find the room and get the keycode password to get in. A person came to my door and said that I needed to register with the police in order to stay here. Do you go to the police to stay in a hotel? No. This is unacceptable for Hotels.com to list this on their website.

The accommodations were not exactly what I expected, but the location was perfect. We wanted to stay within a budget and it was a busy time of year. Overall we got good value for the money. The online purchase is better than calling to talk to a live person.

Very Good Hotel. Very good price. I search the many website. But this is great. Very Pocket Friendly site. Value for money. I think if you want a vacation, please try this site once again. Please used this website as primary basis.

Last year we took a 5 week road trip across the U.S. We spent about 20 nights in this group of hotels. Most were not well kept and/or under repairs. Their advertising gimmick was "spend two nights in one of their hotels and get the 3rd night free." For the 20 nights we received one free night. There were actually only two that were decent, clean and pleasant to stay in!

Not a good communicator. Was not helpful and did not want to look or research additional information that would help me decide on a hotel site. Could have been friendly and kinder with better customer service.

Friendly and helpful especially Daniel and Preston. They went out of their way to be accommodating and see that my particular needs were met. I hope that this message helps them because they deserve to be commended.

We knew hotel and decided to stay again. Booking was easy and value was good, but there was an additional hidden fee not shown until ready to pay on Hotels.com. We also like the inclusion of a wonderful breakfast.

Very nice room, very comfortable...plenty of room, setting and TV area was nice, bed was comfy...two bathrooms were convenient, easy to find using GPS. I would definitely stay there again if in that area.

Despite the fact that I booked a king bed and got two doubles, the room was very clean and comfy and had a great view. So no complaint here on the room. It was worth the small bed for the view of the strip, especially at night, with the lights and traffic, the 10th floor was great.

We were disappointed to arrive at hotel late and find that we were being walked to another property down the road. I called Hotels.com and after they were involved things went very smoothly. Glad there was a 3rd party on our side! ;)

I booked a hotel on this website under the "it’s late check in now until 5 am" option at approximately 12:40 am. When I tried to Check in my hotel my reservation couldn’t be found and the hotel asked me to contact Hotels.com. Upon contacting them I was given the complete run around. Constantly being put on hold and hung up on after asking to speak to a supervisor. By 1:45 am I was told they would need to cancel my reservation and I re-book as a walk-in directly through the hotel. How did they expect me to re-book if they had already charged my card and said a refund will take up to 15 days. I asked several times how can I email or fax my records stating I paid to be able to check-in after midnight. Hotels.com wouldn’t admit fault or properly accommodate me for a error on their end. Instead I was called a liar for stating what I read to them from my end. I’ll never use this company again as a third party.

Stay is ok but the prices are less competitive than other sites and customer service was not flexible in one booking case. I forgot the usual email to register then they declined my rewards. I complained but the customer service would not bother to look into the details.

I booked a 2 bedroom suite at Lake Tahoe. Upon arrival I learned that the suite was upstairs and that there was no elevator. As two of my party were handicapped and could not ascend stairs, this was not acceptable. There were two single rooms located on the ground floor available so we decided to use them. Our paid reservations were through Hotels.com so the motel had me pay for these two rooms and make a claim to Hotels.com for a refund. It took over two weeks to obtain the refund. The motel in question was under new ownership, and was in the process of restoration. As a result the rooms were not up to par.

Wonderful visit from start to finish. Really enjoyed all the amenities and the staff is wonderful. Can’t wait to visit their other sites. Made to feel welcome. Clean rooms. Lovely location in Atlantic City.

I made a reservation for my husband, but it was the wrong date. My husband called and changed the reservation several hours later. They had record of that, but didn't change his reservation and would not refund the money. We will never use Hotels.com or Expedia ever again, no matter how hard they make it to book directly with the hotels.

Hotels.com put an additional 30% in fees to the price published, after the booking was confirmed. This adjustment corresponded to the price of a type of room different than the one I had booked, as confirmed directly with the hotel. Hotels.com did not admit the error or honor the price published, simply asked me to book something else.

I booked a hotel for $164, after booking the reservation my confirmation showed that it was $315. I immediately called Hotels.com customer service to cancel my reservation. The first time I called I got disconnected. The second time I called I was told that the hotel had a 72 hour no cancellation policy and that the customer service rep spoke to the manager and tried to get him to allow me to cancel but couldn't. After I told him that didn't make sense because my reservation was more than 72 hours away, he suggested that I call and the hotel and ask to cancel.

The stay was excellent, but for all the searching I did at the site, I could have gotten a comparable deal at the vendors website & foregone the trouble. I got just as good of a deal as I would have directly and there was no benefit to using Hotels.com. They didn't find me any lower prices or any special deals.

Great stay other than I tried to cancel and the front desk guy would not budge. I’ve worked in the hotel industry before. I know it’s easier to cancel a 3rd party reservation than he made it seem. He refused to cancel anything for me.

Everything was as we hoped and expected- the pool was clean, not crowded, the area around the hotel was attractive, we were close to all the places we wanted to be. Staff was helpful, especially the front desk and luggage handlers. Would stay here again, and will certainly use Hotels.com to book.

I booked and fully paid for a hotel in a different country. When I arrived and saw that the hotel could not and would not provide the product I purchased, I called Hotels.com to dispute and resolve the issue. They wouldn't refund my money because they said that I am cancelling after the cancellation date according to the hotel's policy! I told them that there was no way I could know that the hotel would not provide the room I paid for until I actually arrived in the country to see it, which did not happen until after the cancellation date. Hotels.com just hid behind this arbitrary policy of the hotel they sold me and left me hanging in a foreign country. I was able to find other accommodations in the country and later disputed the Hotels.com charges with my credit card company. That dispute process was horrible for other reasons - Hotels.com could have made this much better for a potential returning customer, but they chose profits over service.

Non-Refundable Room Apparent Fraudulent Listing on Hotels.com. What does Hotels.com do to prevent fraudulent listings on their website? My wife unknowingly booked a non-refundable room in Shanghai. She canceled it a few hours later. We later found our credit card charged for the full $1,400. Hotels.com was unwilling to refund our money pointing to their terms. Ok, so they have a legal argument here. So we asked to speak to the local hotel directly. They were completely unreachable. Therefore we were unable to even reestablish our reservation.

We had reservation for a hotel in Paris. When we got there, turned out I booked the same hotel twice. They were nice enough to cancel one for us but it took a while to figure out what happened because Hotels.com is actually owned by the same company as expedia.com. So when they showed us the reservation on EXPEDIA, I was very confused and thought there were some foul play since I booked through hotels.com not expedia.com.

Customer support sucks for this company. If you ever need to contact them, you will have better luck winning the lottery before they correct any issues. Techs are rude and talk in a belittling manner. Purposely hang up on you when asked to speak to manager. They have no idea what to do to fix anything. They have you on hold for hours only to have you repeat what the issue was. Avoid using Hotels.com.

Tried to cancel my reservation the same night it was made. There were problems with the system and I spent over three hours trying to cancel. The woman that was trying to help me told me to call back in the morning. I called back and there was no record of my dealings from the night before. We ended up paying for a room we never used. Taking advantage of the elderly.

I specifically spent time for a room with three beds. I booked Doubletree from Hotels.com. The listing on Hotels.com showed me that the place has two queen beds and optional adding rollaway bed. Everything was fine until I arrive at Doubletree San Diego after 5 hours driving. The receptionist told us that they don't provide rollaway bed due to safety! According to the receptionist, this is their hotel policy, and they also ensured that information to Hotels.com. So, we were recommended to cancel our reservation (already paid!) from Hotels.com, and supposedly Doubletree cannot withdraw even if I demand from them.

Please be advised that all rewards are restricted and will expire with no recourse. I spoke to James in management and their policy is to let you go as a customer rather than honor their reward policy.

This is how I got scammed out of $1000 from Hotels.com: I called the legit hotels.com phone number to book a vacation, the lady said, "Let me connect you"...This is where the scam is....The girl that answered is a legit worker there that is running a scam with other people, she somehow connected me to another hotels.com "worker", but he was in he scam with her. I told him the vacation i wanted to book and he said he can give better prices if i use a hotels.com give card, about $300 off. I had him give all my hotels.com info to me over the phone from my account so I could confirm this was legit, he had everything, even my credit card he recited, so I knew it was legit. He gave me a number to call back with the gift card. I got to the store and they did not have a physical gift care, only e-gift card for hotels.com. He said, "just buy $1000 in google gift cards, they can be used also".

Sent in required documentation for a price match. A $300 difference directly on their website. Did not hear anything from them for almost a month! I had to be the one to reach out just to hear, "sorry we weren't able to gather enough information to validate your price match". No offer of even a partial voucher or discount code for that fact that they didn't contact me!! The person I chatted with did nothing to help the situation besides, "we have documented the issue to make sure it doesn't happen again." I will be using other services from now on as Hotels.com does not care about their customers.

I rented a room thru this agency Hotels.com. Once I get to the room. It's horrible, crackheads walking everywhere, panhandlers and filthy conditions. So... I couldn't find their phone number and ended up googling Hotels.com phone number. So I get this number, call it and they were a fake company. Who told me they were Hotels.com customer service! I explained that I couldn't stay at this room with my grandchildren, for their health and safety. So they tell me "oh we can't reimburse you, only way you can cancel is if you purchase a $100 hotels.com card and there is a cancellation code on back". Then we can get you into another more decent room. So the store didn't have the card, so the guy says "well the google play card will work. They have the codes we need to cancel this room".

System was down when I booked. Confirmation was for incorrect dates. Tried to correct online but referred me to Hotels.com customer service. They were rude & non-helpful including manager Logan who would not share his manager's name or number "They don't take calls". Local hotel manager corrected problem. Never again Hotels.com.

Finally they told me on the 4th call that the property had closed. On the 5th call it was overbooked. 6th call they can't find anything in the area. DO NOT TRUST THEM! Book directly with the property! Long story short, I have not reservation and I am out over $1000 on plane tickets.

I almost never post review to these sites. This experience was bad enough that I felt compelled to write something. I booked a nonrefundable reservation, but sometimes as we know, a hotel will grant a waiver. This is especially true if you book straight with the hotel. I called hotels.com, asking to move dates. The rep assured me he would call the hotel and try his best. He did and apologized, because 1) the hotel was sticking to its policy of no refunds/changes and 2) the last day of new dates in August were booked. He then tried to pitch a new booking for those three days, even though he could not help with the old reservation.

I recently made a booking with Hotels.com. I've made about 30 reservations with them over the last 5 years. Never had an issue. I called the hotel to confirm the reservation, and they said they don't have one, and they can't fix the problem, they were very rude and unwilling to help. Long story short Hotels.com not only fixed the issue but gave me a $100 voucher to use on this trip or another trip for my troubles. They quickly took care of the problem, which by the way the hotel CANCELLED my reservation for no reason so it WAS their fault I had no reservation. Needless to say I won't book there again but Hotels.com staff took care of it and they were very friendly and helpful, which is why I have faithfully used them for 5 years.

I made the dumb mistake on canceling my hotel booking because my browser glitched on me. Due to the cancellation policy of the hotel, I was charged for one night from the gift card I used. I quickly reached out to customer service and David was able to contact the hotel who agreed to provide me with a complete refund. I appreciate Hotels.com on having such great customer service! Will definitely do future business if their CS is this top notch.

I literally just used Hotels.com today to book a room until tomorrow. They double charged me and are telling me I have to send them proof (done) and wait 72 hrs to hear back about why I was double charged 87.19. NEVER WILL I EVER USE HOTELS.COM AGAIN. They literally just ROBBED ME and I can't believe this. Ish

Never again will I ever use hotels.com and definitely never buy the “protection plan”. I buy a hotel and flight and had to cancel due to Brazil needing a Visa. No big deal I thoughts. I cancelled everything. For my hotel money back and airline “credit”. I went online to try and rebook everything. New total was 1658.00. Airline credit was 1633.00. Perfect! Went to call and book. After 4.5 hours on the phone she tells me it’s 2100 and I cannot book online, because it’s a rebook. Now new. They are charging me another 450.00 to book through the phone and will not let me book on their own site!!! Asked for a manager, total of 3.5 hours more. She hung up on me. (2 different CS Reps.) It’s unreal how they treat people and overcharge because something came up. Waste of a whole day and a ton of money. Will never use a 3rd party again. Go directly to the site.

We made a 3-day reservation in mid-February for 7 weeks later, in April, for a hotel stay in Miami. Hotels.com charged my credit card THAT DAY, in February, seven weeks ahead of time. When we checked out of the hotel, their closing statement was $55 less than what Hotels.com had charged us! That's quite a profit for Hotels.com!

I booked a 2-night reservation at a hotel through Hotels.com and found out a week beforehand that my travel plans needed to be modified from 2 nights to 1. Even though I had booked a fully refundable stay, and was 100% within my cancellation window, Hotels.com refused to modify the reservation. First of all, they blamed it on the hotel itself- which was in extremely poor taste. I contacted the hotel directly, spoke with a reservation manager, and was told that they would definitely honor my request to go from 2 nights to 1. The hotel indicated that they DID NOT have a minimum night requirement. I called hotels.com back and explained that the hotel was ready to alter my reservation as soon as Hotels.com released my information to them.

I was charged $793.08 for a five night hotel stay from 4/24/2019 to 4/29/2019 at Petit Palace Plaza Mayor in Madrid, which is a little more than 140 Euros per night. When I checked in, the hotel room was so small that I had to pay for an upgrade for the following four nights for an extra 20 Euros per night to get a bigger room with no particular view (one side to the street and the other to a very dirty hotel's back yard). I checked the hotel rate and it was 67 Euros per night for the same nights and that was shocking because I had reserved the hotel in October and I should I have therefore received a much better deal than even the 67 Euros. I asked the hotel staff and they said Hotels.com charge to customers is different from what the hotel rates are. Charging more than twice the hotel offering (160 = 140 + 20 vs. 67 Euros) to me is very exorbitant and an unfair business practice.

Very bad experience I got from Hotels.com. This is my first and last booking through this site. I booked 2 hotel rooms but I can’t get two separate receipts. CS cannot do anything. I can’t cancel and no solution to resolve this.

I unfortunately made the mistake of booking a room through Hotels.com. We were in north Florida at Miramar beach. Apparently there is a Miramar, Fl in south Florida and that is where they gave us a room. When I called to let them know of the mistake they told me there was nothing they could do. They refused to refund the amount or even move us to another hotel room in the actual area we were. It’s sad that some companies choose to be so unethical. Learn from me and stay away from this site.

I have been a Hotels.com rewards member for 5 years. I have booked all my hotel stays through them because they usually have some of the better deals and I like the reward of receiving a free night for every 10 nights booked. I recently booked a 4 nights stay in Boston, MA at Club Quarters Hotel through Hotels.com online and at check out used a coupon code for $5 off. After booking was completed I reviewed my rewards and was alerted that the 4 nights ($798) would not go towards my rewards because I used the $5 coupon code. I contacted Hotels.com right away to see if they could remove the $5 coupon so the 4 nights could go towards my rewards.

Hotel was polite and said we could change our dates for no charge but since we paid through Hotels.com we had to go through them. Hotels.com refused to help whatsoever. And they couldn’t hardly speak English either.

I made a reservation on hotels.com for Home2 Suites by Hilton Rapid City, but could not make it so I canceled the reservation. However, I found out through my credit card that I was still charged over $600 for the reservation. I called to complain to Hotels.com and after numerous calls (and even a couple calls I was hung up on), they said the hotel will not refund my charge and to start a claim with the credit card company to get my money back. I filed a claim, but what angers me is Hotels.com refused to take any responsibility for it. I don't know if they did not send the cancellation request to the hotel or the hotel got the cancellation request and charged me anyway, but they are an agent representing the hotel so they should take at least take some responsibility. I have booked at least a hundred hotels with this site but no more! Buyer beware!!! Dishonest company!!!

Coming into town to work at a medical clinic I booked the Executive Inn in Milpitas, California through Hotels.com. I usually pay online but because I had never been here before I did the option pay at hotel. I had never had to use the cancellation option before. I arrived at the hotel and it was not like the pictures and there were a bunch of men milling around and their work trucks and 2 were fighting up on the 2nd floor! I told the supposed "innkeeper" that I couldn't stay because it was too dangerous and all he did with say he was going to charge me anyway.

Reserved 3 months prior, room type in hotel for event - paid in advance for 4 nights - “reservations guaranteed”. At check in, arrived early and was told “room type upgrade paid for were sold out”? On phone with hotel con staff 3 hours. Ruined a entire day of our vacation - solution offered to 4 adults to share 1 king bed? With 1 rollaway offered 100.00 credit towards next booking - lol. Checked other sites Travelocity and Orbitz and even Expedia which claimed ton types available, clearly a scam to buy up room types then deliver inferior after full payment was made. Going to BBB over this as well. Buyer beware - only “help” you can get at this site is a by phone, to out of country team incapable of resolution.

I recently booked a room through this website because I been using it for years. I booked a hold now but pay at location. After canceling the room 3p minutes later, I learned that the company took the money already without my consent. It's been over an week and I still short almost $500 that I never gave them consent to withdraw. I've been going back and forth and still have no answer or returned deposit. I will not use them again and highly discourage others if you're a honest person with a family.

I reserved my hotel online via the tablet, it was a little trickier to navigate on that device but overall not bad. I used Hotels.com to earn the free nights and reward. Inputting my information was easy and the charge went through.

I book over 100 hotel nights every year, most of them through Hotels.com. I called Hotels.com last night to see if they would match a price I found on Priceline. Their automated systems suggested a callback, and I agreed. Over 2 hours later, the callback finally came after one in the morning. Unfortunately, that callback got disconnected before I could speak to a human, so I called again.

Nautilus by Arlo Miami. This is completely unacceptable. The charges unexpected fee for Valet parking double. Price included some service that they charge double at check out. They charge Resort Fees that include valet service and charge the car space more expensive than the valet service. The guy in the front desk fixed my invoice and they recharge again. Also I bought this from Hotel.com and they invoice is EXPEDIA.

I'm usually through hotels.com to make my stay to anywhere. Regarding their free night reward is fake. Because I'm planning to go to vacation in next week & try to redeem my free night. They can say, "I can't find your previous reservation from last 2 year" & keep saying that they can't find my email & phone number but I got all the promotions and reference number they sent me all the times. It's seems so terrible. I'm being the genius member. If they don't have my record how can I being member? SO RIDICULOUS.

I booked a $750 room for one day on the website and saw that the price was lowered to $550 the next day. I called to have the price adjusted and was told that I could upgrade the room for just $50 more. After agreeing, they told me that I need to book the new room through their gift card and they will refund my original $750 back.

On Feb. 15th, 2019 I booked 2 rooms. 2 Kings for 2 nights at the La Quinta in Tyler Texas. Email confirmation #[protected]. On April 10th, 2019 I revised the reservations. Changed one king to 2 queens (same date and same number of nights). Also got an email showing the same confirmation #, along with the changes I requested.

So, we booked a week's stay at Planet Hollywood in Las Vegas in April through Hotels.com in Feb. We were spending time with other family members. Our plans changed slightly and we were staying one less day (travel Mon - Sat). I contacted them and they said no problem. I think we were paying $750 for the 7 days. They said, "Okay, your new rate for six days is $300 MORE." Wait a minute, $300 more for one less day? Hotel policy... I called them back and argued my point. It wasn't a different date, just one less day. Eventually they relented after they talked to the "property manager". They agreed to refund me the one day's rate. Do you want a confirmation email (always say yes!)? I said, "No that's okay." (Bad move.) I also told them we'd be arriving late, they made a note of that and said NP.

I like Hotels.com for the ability to see hotels in an area but I will NEVER book through them again. They had a hotel listed as 3 star. We booked it through Hotels.com. I wasn't expecting greatness from a 3 star, but what we checked into was most definitely NOT a 3 star. The pictures on the website were misleading, the description was misleading. It was so bad we ended up finding a different hotel. And since we booked through Hotels.com, we were unable to get a refund on our stay in the "3 star". We ended up losing about $500. When I returned home I went to Hotels.com to be able to write a review of the experience in order to help others avoid what we experienced. I was unable to. So frustrating.

Stay away from StayLo in Austin and do not, repeat do not book anything trough Hotels.com. They take your money and leave you in a dump. I booked a Luxury 1 Bedroom Apartment at the StayLo hotel apartments via Hotels.com. I made it very clear that I am booking this hotel because I wanted a Balcony with a view and the space the room offered.

In April 2019 I used Hotels.com to book a hotel in Nashville for two nights. Upon checking out of the hotel I received a receipt for $50 *less* than I paid Hotels.com. Called Hotels.com and was told there could be no refund of the difference, that it was a negotiated rate. So why use Hotels.com and not go to the hotel direct next time? The operator couldn't give me a reason, just gave the previous canned response. No more Hotels.com for me!

This complaint is in regards to a May 7th, 2019 stay at the Staybridge Suites Durham/Chapel Hill, NC. My wife and I were placed in a smoking room even though we are non-smokers and have allergy/asthma issues. When calling Hotels.com that day there was NO assistance whatsoever. Talked with Rebecca, Clark, Ryan and Nicole and they all told us the same thing. Not will to provide a refund, book at another hotel, find a way to receive a non-smoking room (which other people behind me in the line were receiving). No customer service whatsoever and left a very bad taste in our mouth for Hotels.com. Not sure we will ever use their service again. Learning that you are better off just booking directly with the hotel yourself.

So I have use Hotels.com probably for the past five or six years and for the first time ever I was told the basically I was Sol. The hotel I stayed at in South Padre Island South Beach in which I will be leaving them a review but they can't seem to keep their story straight on their refund policy and what they charge and when they charge. Hotels.com even though they had notes about them changing their refund policy from one day to the next still did not back me up and sided with the hotel. Spent five days and probably 8 hours of my time being told that something was going to be done that they noticed how the hotel kept changing their refund policies and their booking policies.

This is a Phishing company! They don't save you money, they are charging you a higher price than the hotel itself will charge you! Don't use them, you will pay up to 20% more on your room!!! Call the hotel direct!!!!

I booked a luxury estancia near Buenos Aires last August, for 28/3/19, through Hotels.com, having been explicitly assured (at the time of booking) that I could cancel free of charge up to a couple of days before the reserved date. My plans changed, and on 18/3/19 I cancelled the reservation - after being specifically told by the Hotels.com “chatbot” that I would receive a refund if US 890. I received no refund, and, in repeated exchanges with Hotels.com, have told that they were just a third party, and could not provide a refund - despite the written assurances I had received from them in August 2018 and on 18/3/19. In these exchanges, they are simply ignoring the assurances I received. As a result, not only am I out of pocket by US 890, but feel deeply misled by devious and distrustful behaviour by Hotels.com.

I booked a hotel for my son to attend his first bowling tournament. I paid extra to be able to cancel the reservation. First of all that fee allowed you to cancel only 5 days ahead. Which is ridiculous. If a emergency came up it should cover up to 24 hrs. Anyway my son came down with with influenza a so I had to cancel my reservation.

What a pleasant surprise it was to stay at the Rodeway Inn and Suites in Pasadena, CA. I liked it so much I extended my stay an extra day. It was clean, quiet and had a refrigerator, microwave and a TV that you don't have to have an engineering degree to figure out. The fellow at the front desk, Steve, was very polite and respectful even though I locked myself out of my room 3 times!!!

I did a search and on the left side there is a filter for payment and cancellation, I checked the box for "Free Cancellation" and then picked a hotel in Chicago - I booked the room and then checked my booking. IT SAID NON REFUNDABLE - I got on the phone and talked to Hotels.com - the girl called the hotel and told me she fixed the reservation - and on the booking it was fixed. MY CREDIT CARD WAS CHARGED 977.88!!!! I spent several hours on the phone with Hotels.com and the hotel and they are keeping my money!!!! A 2 minute reservation that wasn't even my fault. I am handicapped and that is 2 months of my income. Corporations like that are terrible!!!