Hotels.com Reviews

Had a hotel booked for a funeral I was attending, when I arrived the staff was rude and lobby smelled like urine. Checked out the room and it was disgusting. I could not stay there, I contacted Hotels.com. They said they would contact hotel and refund me. I had to rent a room somewhere else. Hotels.com never got back to me, when I called they said that because the hotel would not refund them they could not refund me and the best they could do was a $25 voucher for my next booking. Not something you want to go through while attending a funeral. So much for satisfaction guarantee!!!

I pulled up call hotel.com on my phone Google browser. The number was a scam and I was told to buy a gift card and give them the code and then they would cancel my room for me. Was scammed out of 100 dollars. The number keeps changing also.

I have decided to share my horrendous experience publically, after relaying my complaints personally to Scott Weismiller, the VP Global Customer Service, Elizabeth Gorton, the Senior Director of Business Improvement, and most significantly Mark Okerstrom, the President and Chief Executive Officer of Expedia Group, to absolutely no appropriate care or resolution. I have been a long-time account member of Hotels.com since 2012, having obtained Silver Membership status for the last 5 years consecutively, and thus was confident in my choice of accommodation during my latest trip in the central business district of New York City, booked through Hotels.com.

Hotels.com is a confirmed criminal fishing company. Hotels.com cheats with fishing prices at the confirmation after the customer searches a hotel with his personal specifications. Especially when you have family specifications they will give you a total confirmation which is wrong, a fishing fraud!! Following this, they don't inform you, so happened in our case, they took without warning then nearly the triple price from our credit card and wisely they mentioned "refund not possible" because it should be a super discount booking...which is another lie and fraud.

The minute I got off my plane (2 hrs flight), I found out that my credit card had been charged for the room. Then I called the hotel to make a request. That when I learned that it booked out. Never had any vacancies. After multiple attempts I have never had my money back... Seems like they're collecting free money.

I went to Inntown Suites on Oxmoor Rd on the March 9, 2019 and paid $247.00 to stay for two weeks. Me and my boyfriend had an argument. Someone called the cops out. When cops came out they ask is everything ok. We said, "Yes just had words but nothing physical" so they left. The next door the manager kick us out with no refund and nowhere to go but sleep in our car.

I booked a hotel room through them and when I got to the hotel I was told that they were completely booked. I called Hotels.com and after explaining to them what happened they told me I would need to book a room at another hotel and that I would not be getting a refund even though it was their fault. What a horrible company Hotels.com is.

In my attempt to get a refund for canceled hotel reservation The customer service department told me I had to buy hotels.com gift card and they would refund me that plus the amount of my cancellation. When I did that it didn’t work and a manager called me back to say no I had a buy a $400 Google play gift card in order to now received a $400 refund of $100 refund and the refund for the cancellation. Against my better wishes I did that and then James the manager told me I now had to get $1000 gift card for Google play and they were going to refund me the $2000. I absolutely refused and now I’m out the Google play 400 the hotels.com 100 and the refund for the canceled hotel room.

Discriminates against United States military veterans. I urge all my fellow veterans to avoid this cheap disrespectful incompetent website at all cost!! Treated me extremely disrespectful and were totally uncaring when trying to change a reservation. Didn't care the hotel was advertising an incorrect address on the website.

I made a reservation and weeks before the cutoff date I went on the site to make a change... Instead of staying three nights, due to son's graduation plans, we only need to stay one. Site would not let me change, I called customer service and was told that there were no more rooms available, hence I was unable to make the change. I wasn't asking to change rooms, just go from 3 nights to 1 night. Continued to be told, not enough inventory to do the change? I asked to speak to supervisor and was told I needed to email customer relations. I followed the directions and was contacted by an agent via email. I asked again to speak to a supervisor via phone and was told NO... The WORST customer service, hiding behind a computer!!! I was sent an email that this matter is closed! It's not closed because it's not resolved!

This hotel booking site is inept. I booked a hotel for 4 nights and upon arriving at the hotel they told me Hotels.com paid them for 3 nights. Upon engaging with Hotels.com, they said I had booked 2 rooms for 2 nights (which should still equal the same amount as 1 for 4). The rate for the Wyndham was $120 per night. I was billed $657. They tried to tell me it was due to taxes! Then when I told them I had been a loyal Expedia customer for many years, they told me if I left it would be my loss! Honestly, the most unprofessional company. Do NOT use!!! They are a joke. Their online rate for this hotel room was between $102-$120 and I paid $657 for 4 nights. Incredible. I'm going to book through Expedia or directly with the hotel from now on.

I used to use Hotels.com for many years between 2010 and 2018 and booked dozens if not hundreds of rooms with them. At one point in time I was disappointed about an issue and moved my business elsewhere for a few months. Today I decided to go back to them just to find out that business has changed at Hotels.com - not for the better.

I booked one room and selected pay at hotel. I paid with my card at the hotel, then the next day, Hotels.com tried to charge me AGAIN, but luckily the bank declined it and blocked my card. I would have been out 225.00 if my bank didn't catch it. Also, they had me down for 3 rooms. My confirmation clearly states 1 room not 3. Don't think I'll use Hotels.com too in the future.

Hotels.com intentionally mislead us.

I received a gift card for Hotels.com with the intent to book at a specific hotel LISTED on the site. Then I went to book the hotel. They said I could not book at that hotel despite it being listed as one that I could. They were absolutely no help and gave no explanation as to why. STAY AWAY FROM THIS.

I left a rating for the hotel I stayed at and accidentally marked it as 8 instead of 10. The hotel and experience were actually great and I wanted to change my rating to 10 or delete it. I've struggled with Hotels.com for 2 1/2 weeks trying to remove or edit my own review. I received several emails (every time from a different customer service person) telling me that they are working on it. But nothing got done. Again - this was simply a rating, not even a description was provided. But yet, Hotels.com didn't care to help me make it right nor did they care about the hotel that lists through them.

I paid 412 TRY for the booking and it was non-refundable. I checked the hotel's own website within an hour and saw that it was 348 TRY. The non-refundable fee is even higher than the refundable fee of the hotel. The price difference is too high and I can not change my mind. In a way, it is deceiving.

Hello. My flight was cancelled and I could not make it to Vegas to use my hotel reservations but Hotels.com would not refund me.. I spoke to 2 different agents and 1 lied to me. The 2nd person was supposedly a manager but was not helpful with little effort. I would recommend you all to use Expedia since they back their customers up, my friends on the same cancelled flight did get their refund back with Expedia.

Went to NYC for a couple days. Stayed at Days Inn Broadway, whose incompetency really started this mess. I had two rooms and they said I only had one despite showing my Hotels.com confirmation. To make a long and tortuous story short, I spent 1 and a half hours on four separate phone calls with customer service. This was all wasted as I was charged for an extra night after the chaos, and was put into another hotel at a higher price when I was told they would honor the original price. When I got home I tried to dispute the extra night charged, for an hour and was finally told I need to contact the hotel directly to ask them. Never again will I use Hotels.com. Do not go through middlemen for reservations. I will go directly to the source from now on.

My wife and I decided to stay at the Rainbow Bend Resort based on information provided by the resort and a booking through "Hotels.com". The information misrepresented the condition of the resort. "Hotels.com" despite four contacts refused to accept any responsibility for participating in this misrepresentation. They made it impossible to escalate our complaint to a manager with decision authority and simply kept repeating the same rote questions. Their customer support is simply non-existent. Note: "Hotels.com" is a brand of the Expedia Group so using Expedia customer service would probably give the same result.

I used Hotels.com to book a room, however I needed to cancel due to a family emergency. The reservation stated that I had until Midnight on 04/16/2019 to cancel and I would get a full refund. However I was still charged a fee for canceling my reservation. I attempted to resolve this with them however they did not want to assist me.

Had a room booked for my son for a USA BASEBALL Tryout in Palmyra PA. Day of arrival in the morning, USA BASEBALL cancelled the event due to inclement weather in the area. I asked to cancel my room and was told that they would "ask the hotel". I was told that the hotel would not cancel. I called the hotel and the Hotel said they were fine with cancelling, and it was up to Hotels.com to cancel since I had booked with them. Again I called Hotel.com and was told it was up to the hotel, not them. I conferenced both parties in and the hotel said they would cancel. I was put on hold and again told that the hotel would not cancel so they could not cancel my reservation. I WILL NEVER BOOK WITH HOTELS.COM AGAIN!!!!

Was in the process of booking a multinight hotel room. Midway through the process I changed my mind and closed my browser -- having NOT clicked submit. Lo and behold. I received a purchase confirmation number. I immediately "cancelled" but with a $300 fee. This all happened in a matter of minutes. Chatted with customer service, and received the phony sympathy stating they would do everything they could to "negotiate" with the hotel on my behalf. Funny since the fraud or error occurred on Hotel.com's site and not with the hotel themselves.

I was supposed to have 6 stays on Hotels.com but they are only giving me 5. I have written them several times about the mistake and they ignore me. The reservation and the completed stay was right on their website, and they still won't give me credit for the 6th stay. What a RIP off, and l am done with their app. Expedia and others are out there that DO NOT RIP you off.

I recently booked 6 nights through Hotels.com on a spring break trip. I find their website flow deceiving as they route you past fine print details, their representation of the property deceitful as they bury unfavorable details, and their customer support is unsupportive. I was actually advised to book a redundant stay at a second hotel while a refund was requested, but the refund was denied by the hotel and Hotels.com says they have no recourse. Also, after about 5 emails of pleading my case and asking for escalation, I am not being escalated or accommodated.

Unbelievable. I booked a hotel and when I got the confirmation by email, in big print was the fact that the room chosen is only for Egyptian nationals. Well I'm a USA national. So I called Hotels.com and to their credit, they answered the phone. They told me that on their site, if I had looked carefully, as in real real carefully, at the bottom of the page in the "At a Glance" section if I had clicked "see more", I would have seen that the room is only for Egyptians with proof of nationality at check in. Ok, so please cancel the reservation I requested. Hotels.com obligingly contacted the hotel which "refused to refund payment". In any event, if you choose to use this site, read every little word and click every little box to see every little text or risk losing your money.

I booked a hotel reservation for the Astoria Crowne Plaza in New Orleans. When I reviewed the cancellation policy it said I had up to May 14th to cancel and even though I chose to pay at the hotel if requested my car and pulled a fee of $144.00 I should have questioned it then but I did not. It turns out I need to cancel the reservation more than 30 days before my stay and I was told the cancellation is “cancelling up to May 14 before 11 pm will be a penalty fee of &124.00." I explained to two different representatives that is not what the policy said.. No help.. Excuses and I have lost $124.00. I will not use this website again..

I booked a room in another state using this company. They immediately charged my card in full. I received an email confirmation and receipt from them. Five minutes later I receive an email and confirmation directly from the hotel. It is a much lower price. I tried through their customer service to get a refund in the difference, but just received excuses and runaround. So much for low price guarantee. My opinion just a very shortsighted business practice to gouge a short term profiteering over having a long term customer. I will NEVER USE this company again. There are other and more honest booking companies to use. Avoid at your own peril. Trust these reviews. Don't ignore and be a fool like I was.

I made a hotel reservation for 1 night to my husband who had a delayed flight from Florida to Arizona and needed to stay from 3am to 8am. The representative was nice and I was relieved knowing the booking was done and they even offer an airport shuttle to the hotel but when my husband got to the hotel by Uber (they didn’t pick him up) the hotel was BOOKED and he didn’t have a place to stay at 3am. My husband found himself another hotel he could stay. I will never recommend hotels.com.

I was a loyal customer for years and I had been saving up points for a vacation. When I was ready to book, I noticed I couldn't get into my account. I then called and they told me that there was a change of e-mail address associated with my account, which I never did of course. I thought, no big deal they'll make it right. So I'm told that I need to create a new account and that they will merge them within 72 hours to get my points back. I create the new account and call them 3 days after only to find out that there is nothing they can do about it. I lost all my points, status, everything! I had PLENTY of e-mail showing that the old account belonged to be but they refused the proof. My advice: STAY away from these crooks! Take your business somewhere else!

They pride themselves in advertising Hassle-Free Travel Guarantee if you are a silver status member. Although they don’t honor what they preach. I made a business reservation through one of their agents with specific instructions that I would not be checking in until 9 am the next day. I verified with the agent multiple times that I had the correct reservation for the times that I needed. When I went to check in to the hotel, they gave my room away because I did not check in by midnight, even though it was noted of the late check in and it was prepaid.

I am going to presume that if you do not have an issue with your reservation then using Hotels.com is adequate. But beware to never ever ever even think about taking a chance that there will be no reservation hitch if you are counting on Hotels.com (Expedia) if you are for instance at the Final Four in Minneapolis and there is absolutely zero rooms left within a 50 mile radius. Absolute disaster. It began when Hotel.com double booked my room, that was a non-refundable charge paid fully in advance for 3 nights. Generally, when you pay in advance it is a reasonable assumption that you have a pretty solid guarantee that your room is locked up tight. Never assume!!! I arrived to find my room was taken.

This stay made a record of being my worst experience with a booking website as well as a hotel. The hotel was booked 3 months prior to our stay but shortly owner started texting me that he could not provide us the room at such rate. I started communicating with the site and every time they confirmed me there is no issue. Upon my resistance, they contacted the owner and told me the amount of booking has changed and Hotels.com accepted to pay the difference. However, I received same messages from the hotel (if you can call it one). Again I was assured that there was no issue via Hotels.com.

While booking three rooms for a one-night stay in Iceland, I accidentally booked the wrong date. I immediately called Hotels.com to cancel. They told me they would cancel the booking, but I would be charged the full amount for the room. The refused to not put the charge through on my card. I will NEVER deal with Hotels.com again.

They have the worst customer service and they were so rude with me. I asked for a refund or a voucher of what I paid for the hotel because I couldn’t travel so I want to cancel my booking. Here is my story. I applied for an Indian visa but they did not give me the visa so it is out of my hand. I explained this to Hotels.com. They did not help me. The customer service only said, "We’re sorry we cannot help you." and that’s it!!!

They have the worst customer service which provided redundant solutions and even asked us to use unlawful means to contact our credit card company and report as fraud transaction. Please do not book your vacation through them as they won't fight for their customers.

I booked a room using Hotels.com, was going to a Fleetwood Mac concert. The day of the show (today) the band cancelled. I was on the phone over an hour trying to get my card refunded. Bottom line, they would not refund my money, or let me change the date. $254.00 for nothing.

I recently booked a reservation through Hotels.com for a San Francisco hotel. 20 minutes after booking a prepaid hotel, I realized I had made an error on my dates. I immediately called Hotels.com and asked to cancel the reservation. They gave me the runaround, promised to email the hotel request a cancellation without penalties. 24 hours later, I received an email from the Hotels.com stating that the Hotel denied any cancellation without penalties and there was nothing they could do. Irritated, I went ahead and traveled to San Francisco.

I recently joined Hotels.com and upon completing my registration, the site did not clearly mention how to enroll in the reward program. After signing into the site, the enroll option mentioned by their customer support is not displayed, confirming to me that they do not want you to get rewards. I called customer service and it was a waste of time. They are obviously aware of the issue and their customer service personal is trained to give customer the run about. You would be better off dealing directly with the hotel establishment and avoid at any cost HOTELS.COM. Hope that my bad experience will serve someone else.

Hotels.com has always been a bit unreliable but now I see they are downright shady. I'm using their customer service for the first time...and wow. I was booking a hotel that I trust and have stayed at before (`$150) then I see a similar location slightly less quality hotel for $118...so I check it out and Hotels.com says there's 2 prices $139 and $118 the secret price (should have been a red flag but I don't distrust the site yet so...). I say, "Go ahead" and on the final screen after clicking purchase I see there's a fee tacked on making the room $139 (remember the normal price). No warning etc.

I cancelled a 2 night, 2 room reservation through Hotels.com. The rep I spoke with assured me that both rooms would be cancelled, but my credit card was charged for one room. I called Customer Service and provided the cancellation number. At first the person tried to pawn me off on the hotel, but I insisted this was Hotels.com's mistake.

YOU ARE BETTER OFF USING THE HOTEL CHAIN WEBSITE - SINCE I BOOKED THROUGH HOTELS.COM COULD NOT CANCEL. COULD HAVE canceled if used the hotel website. The operator in India did nothing and offered no help. Waste of money. No service. Bait and switch. Since said I could cancel when booking through Hotels.com.

I booked 7 different hotel reservation thru Hotels.com for a trip. One of the hotels closed at 9 pm and the owner of the hotel called earlier that day to say he would leave a Room key in the mailbox. There was a envelope with parking pass, beach access but NO room key. We called the hotel, no answer, left a message and they never returned the call. We ended up going to another hotel. When disputing the charge with Hotels.com they said they couldn't reach the owner of the hotel and could not refund my money without his permission. Also, I had gift cards for Hotels.com, but when booking online you could only use 1 at a booking. Try to call and book they will not take their own gift cards. What a ripoff company. I've been using Hotels.com for years but no more. Too many other ways to book a hotel room. Stay away from this site. Customer service very poor.

If I can give 0 star I would, we booked hotel half year ago, and last minute we received e-mail from Hotels.com that due to overbooking they switch us from hotel to worse than Motel 6 without any compensation. We complained to Hotels.com and they cancel us reservation and wanted us book another hotel with double price, it’s outrageous, bad service. We will never use them again for sure, please be aware when you book rooms with them!!!

I have never reserved a room and had the funds taken immediately, A nonrefundable, upfront, paid reservation. For those of us that are not rich and live paycheck to paycheck, this is a horrible service. I will never use them again. Wish I had never given them the opportunity to book for me.

I have been an avid Hotels.com user for several years. I honestly at my wit's end with these folks. I have called in several times regarding my account lists my business partner's name. I have simply asked to take him off my account. I have gone in several times with my PC, not the app on my phone. Changes don't take, but they still insist every time I call that it will be in effect in 72 hrs. I have lost several free nights stays as a result. Cannot book any new hotel stays, nor redeem any of the lost nights. Goodbye Hotels.com/Expedia... I am now going back to using my Hilton Honors, never an issue with them with redemption or communication. I guess if your customer service provides zero service, it might be time to get out of the service industry.

Recently I booked a reservation thru Hotels.com. I was quoted a price from Hotels.com and when I checked in to hotel I was given a cheaper price and at checkout the same low price on the folio printout I was given at checkout. When questioning Hotels.com I was rudely told that hotel should not have given me the lower price or printout by hotel and that Hotels .com can charge any price they want. When I stated that was not fair the agent said “how do you expect us to make money.” And she said Hotel.com services are not free.

My cad$1200+ is gone with the wind! I booked with Hotels.com a 4 nights stay in London and I'm sure it's under the pay at the hotel column. When I received the confirmation email it states my booking is fully paid and charge on my credit card. The email also state, "Cancellation policy Free cancellation until 03/18/2019 00:00 (GMT+00:00)." I did the cancellation after 3 minutes thinking my travel plan may still change later on and I still have time for the free cancellation. I received the cancellation email after 3 minutes of booking and later on learn I am not entitled to any refund.

I flew with my son, his friend and the friend's father to the RHCP concert in Giza, Egypt. Since many tourists were expected to arrive at the show, we ordered in advance (January 31st) and booked two rooms through the Hotels.com website. We've completed our reservation, including entering the credit card details. After two days we received an email from Hotels.com confirming the booking.

We booked a hotel which seem to be fine and we went to check in. We were told Hotels.com put us at a different hotel. The hotel they sent us to was the worst hotel I have ever seen. We checked in and went to look at the room and almost died. We just left and had to find a different hotel and pay again for the night. Do not use this company, you don't know where you will end up at. This should not be allowed, asked the manager if a thing could be done and he said no, it's our loss.

My daughter and I stayed an unsafe and dirty hotel. The room to smelled like weed, a hair pick was on the floor and the bathroom window was broken to where it does not close all the way. We were only going to be in San Francisco for a short time so we decided just to deal with it. As we were sleeping we heard inappropriate sexual activity from the room above us. We then also heard people yelling, cursing and appearing to be under the influence of substances. As we walked down the stairs in the morning, a man that appeared to be homeless and drugged out cat called my daughter and myself. There were also a bunch of people that again to appear to be homeless people and the police were on the premises as well.

I booked a 3 night stay with this website and drove 12 hours to my destination. When me and my family got there no reservation, and the hotel Sweden House SF said it's the website's fault and I not only lost $300, but because it was fraud my bank card got stopped/reset. Not only wtf but can't get a room without a bank card at 12 am with our 11 month year old son... WOW.

I never am one to write reviews. I had a horrible experience booking. I booked the wrong date by accident for hotel and they will not refund me or exchange dates. I am going to the media ... these crooks!!!

I usually do not write reviews but based on my recent experience with Hotels.com’s customer service, I feel compelled to provide insight and warn prospective consumers of how bad this company is when it comes to customer service. Below provides a summarized list of what went wrong:

I booked a hotel through them for my son's baseball tourney. After I hit confirm they sent me an email which had the wrong date, not the date I put in. I'm 110% sure of my date because I'm weird and check over things 10,000 times before confirming. Anyways they refused to change it to the right date or give me my money of $265 back!! Crooks!

Sadly Hotels.com prioritizes profit over promises made to customers. Booked a three-day hotel stay, didn't get the room we booked and had to move elsewhere after the first night due to bugs and dirty sheets. Then got told by Hotels.com they believed the hotel's claim that we got the room we booked and that neither of them were willing to do anything further. Classic scam made worse by the company's refusal to even listen. Finally managed on the third attempt to get a partial refund (not even worth a single night's stay), never again.

I made a reservation in Newport RI at the Viking Hotel for one evening. Confirmation indicated Total Amount due at hotel: $172.93 and under made note of charge at hotel of resort fee $30.00... which indicated inclusive... However I was actually charged $205.03. When I called Hotels.com to express my concern over how the charges are indicated the agent 3 times said it is a resort fee... To which I said I understand that is not what I am contesting. Asked to speak to a manager who was extremely rude. Once again I understood what the charge was for... My dispute was how they are not upfront with it... And 3 times in the confirmation state total amount due $172.93. I will not do any future business with a rude unethical company.

Two bookings in a row the hotel gave away my room and I was downgraded. I contacted Hotels.com and the customer service was awful. They kept pointing to a policy that wasn’t written anywhere, and when I showed them every policy that WAS written they thanked me for pointing out the discrepancy, and still told me I should have known this unwritten policy. The customer service team ignored my specific request to not contact the hotels that night, which made it awkward when I was still at one hotel and they had already addressed the issue so were confused what I needed. Hotels.com did provide a credit to compensate for their poor service, but refused to pursue the matter with the hotels — if I’m supposed to be in a king and I have two doubles (or two twins!), I need to be paid back for the difference in room price. Two terrible experiences in a row AND terrible customer service when I raise the issue? Hard pass, I won’t be using Hotels.com again.

I recently booked accommodations through Hotels.com - taking careful note of the small print as it was a condo and not a hotel chain. I even phoned and talked to an agent regarding the accommodations. 24 hours later I received a text message from a random number asking for my credit card information, a $500 deposit and a copy of my passport (???) I called the number and verified that it was actually the condo leasing company. I stated that not only was I not comfortable with providing this information insecurely but that there was nothing on the site asking for it. The gentlemen said it was standard practice, understood my concerns and offered various secure alternatives we could agree on.

I travel to the same hotel once a month for work & my company books the hotel using this website. I have never had a problem. Until yesterday. Yesterday was SO bad that I asked my company to not use them again to book my rooms & to book directly with the hotel or use another booking site. Hotels.com NEVER sent the hotel my reservation. I had a confirmation number but unfortunately the hotel doesn’t use a booking sites conf. #’s. This has never happened before so I wasn’t that annoyed. UNTIL I CALLED Hotels.com!!! I explained my situation and I was put on hold after giving them my confirmation number.

This would be a zero star if I could. I created a booking on Hotels.com for Country Inn and Suites Downtown Atlanta and given an overbooking situation that I had at another hotel, I called to inquire about the room availability. The young man I spoke to over the phone told me that there was no room available if I had just made that reservation. I asked him to cancel it so that I was not charged. He said, "no problem." I then booked at a third hotel (which was 50$ more a night and farther away - therefore much more expensive to Uber to). I then spoke to Hotels.com that evening and asked for my reservations to be cancelled. "No problem. You will not be charged", I was told.

These awful, horrible people do not deserve to be in business. This is literally a "get what you pay for" situation. I tried to cancel my reservation FOUR MONTHS before my anticipated stay and they refuse to refund my money without charging me a $100 fee. Their website claimed I would not have to pay until I got there, I followed up with the hotel and was assured of the same. Then, I was charged me over $450 on a stay that is months away and they WILL NOT give me my money back. We had to change our reservations because my elderly mother is moving in with us that week and every person I spoke to just kept telling me there was nothing they could do. Horrible, just horrible. I'm out $450 for a vacation I will never be able to take, despite the fact that they claim to have a 24-hour cancellation policy. Stay away, stay far, far away.

The customer service for this website is horrible. I lost my gift card, tried the chat help. They gave me a number to call. That number said they only dealt with eCards, being a third party company, so they couldn't help and they gave me another number. Called them, they said they'd transfer me to their gift card department, (isn't that who I was transferred to??). The person on that end was from the same third party company that couldn't help me.

Delta SkyMiles "partner site" get points reserving through them. It's just Hotels.com. Online free cancelation does not work. Requires you to call. Gave me Delta SkyMiles number to call. After 2 hrs of being told by various Delta departments that I had to call a different number I was finally told I had to call hotels.com. Another 1.5 hrs of my life I will never get back. Their policy states refund process in 24 hrs. However after an insane amount t of time, connecting with specialist, then they had to call hotel "to see if you can get a refund". Excuse me? They tell me "72 hrs to process". I remind them of their stated policy but am told they need to get their "escalation team" to review it because they are getting an error. No kidding? You mean the same error I was complaining about in the first place when I tried to cancel online?! Delta SkyMiles = irresponsible. Hotels.com = crooks!

I've used Hotels.com moderately and have consistently been disappointed. My latest trip was to South Beach, Miami, FL where Hotels.com advertised a price for the hotel which was a pure "bait and switch" scam. After choosing the price, and proceeding to enter all reservation details, in the very fine print, after clicking two "continue" links, there was an extra $25 per night resort fee. I totally missed this making the reservation and only discovered upon arrival at the property. Hotels.com intentionally misleads customers as to pricing to get the business, then charges more. The phone reps when asked about this, said very unconcerned "You've used our site before - you know how it works". BAD BUSINESS HOTELS.COM!!

Assuming I could get a deal using Hotels.com, I booked through them. When I decided to add a night to my stay, I called the hotel directly to ensure my family would get the same room and they gave me a much better rate. When I called Hotels.com to request a refund for the difference, they went on about how it's because there are different nightly rates...yada yada. Having anticipated this, I had a quote from the hotel about what my rate would be for the nights booked through Hotels.com and they were lower. But apparently this didn't matter to the crooks at Hotels.com. No matter what I said or what evidence I provided, they wouldn't budge. I'll never use this service again. PS - I wanted to give zero stars but had to give at least one to submit my review. Hotels.com is definitely not worth even one star.

I booked in Malaga 3/4/19 for 2 nights. When I got there, there was no hotel; only a steel door with graffiti on the walls. I called customer care and they called a person in Malaga Spain who tried to convince me to stay at that place. There was no entrance, no reception, not even a sign posted and still the hotels.com attendant wanted me to stay there and listen to a person calling me over the phone. I talked to hotels.com operators (Douglas, Diego and Grace) and none of them would be willing to help. I had to book another hotel room and pay another 2 nights as hotels.com did not understand my situation.

Hotels.com does not price match. They charge the full amount and then issue the difference in the form of credit toward your next booking. This credit expires in one year and if not used, you forfeit your money. Additionally, the credit can only be used with the higher, inflated priced bookings forcing you to pay more than market value for your next booking. See explanation below.

My family and I booked 3 rooms with Hotels.com at Home2 Suites in San Antonio, Tx. Upon us checking in our rooms were changed from 2 bed Queen suites to a 1 bed king suite. Then my credit card was double charged. I will never use them again, then I asked for my military discount and received the runaround.

Utilizing Hotels.com can be misleading and they will not stand behind you when contacting customer service. I booked a hotel based on the advertised price and amenities only to find a non refundable charge and will be sleeping on an air mattress or cot I have to bring. Called the hotel to confirm the reservation and I recommend making reservations direct. Amenities were not as advertised! Once Hotels.com gets their commission they no longer care about you as a consumer. Hotels.com supervisor in customer service (Walter) is unqualified but the whole lesson learned is buyer beware of misleading and poorly managed websites like Hotels.com. Pirates of booking online.

On Jan 22nd, 2019, I was investigating hotel rooms in Los Angeles. Finding a good deal on Hotels.com, I reviewed the hotel room listing in detail and I was informed by the app that my purchase was non-refundable, and that the cost was $59 + taxes. No other information regarding the cost was provided. Based on previous hotel rooms I have rented, I was comfortable with this price. I confirmed the $59 price again before purchase. After the purchase was complete, I learned that my credit card was charged $212 for this room - more than 3x the initial quoted price! As the full price was not revealed until after the room booked, I was now locked into this non-refundable price.

I have been using Hotels.com for a couple years now to book my business trips. I had always just "assumed" that I was getting the best deal; but this is NOT the case. After a bit of research I found that Hotels.com is often the the best rate available. I contacted them to find out about the Price Guarantee, and was told that you must find the cheaper rate yourself before your trip. I counted on Hotels.com to work for me, but CLEARLY this is not the case. I would use Booking.com as they seem to regularly have the best rate.

I booked a London hotel apartment for four people, three months out, on Hotels.com. Fifteen minutes after making the booking, I found the identical apartment for a $91 cheaper price. I called Hotels.com (within 15 minutes of making my reservation with them) and told them I wanted to take advantage of their "price matching" service which they advertise on their website. Their website says "they will match cheaper prices up until 5 days before check-in date". I went through their process of proving that I could get the same price cheaper on the Orbitz website. I was told that after verifying that my information was correct, that they would refund the $91 price difference to my credit card. All was good I thought.

First off Hotels.com is affiliated with Expedia. Did you know that? So that's an issue they fail to disclose. They send coupons you can't use. They claim to offer fifty percent but it's false. They have bad customer service. The rates are really discounts when cause they add other bogus fees. Watch it they really are awful. Again HOTELS.COM is AFFILIATED WITH EXPEDIA. So when you book from the the reservation at hire cones by them. Inquire. They kept it quiet. Scammer.

I booked a flight from Hotels.com. A few days later, I received an email stating that my flight was cancelled. They said I had two other flight options, both with 5+ hour layovers which was not acceptable. I called to cancel but they said it would take 8 weeks to get a refund. I said this was unacceptable and wanted to talk to a supervisor. I ended up on the phone for over 1 hour and 45 minutes and was transferred to the wrong department several times. I originally called the number given to me in the email and that was the wrong department, so their email is wrong.

Never again! Worst experience EVER. I will never EVER again use this site. Oh hire people that speak English. I hope others aren't messed around with like we were. It's no wonder people write the reviews they do.

There's no place to write a review about hotels you've stayed. I called them about it and they insisted there's a tab of completed reservations. There isn't one! They talked to their manager but they also couldn't help me and just said sorry. So if they prevent from people writing reviews about hotels the information is misleading.

Stay away from Hotels.com. They have ZERO customer service and I'm pretty sure they are a scam. I purchased a gift card online and they definitely took my money but never sent the PIN number or actual gift card. I called three different 800 numbers over a dozen times and got the same result each time with someone in India putting me on hold where every single time the line would get disconnected. I tried the Corporate office number in Dallas at least that many times and no one ever answers. Only a recording that says an operator will pick up but one never does. I feel like this was pure Fraud. After seeing other similar experiences posted in reviews I would never recommend using this site.

Hotels.com does not care about its loyal members. The site's user experience is subpar. It is unclear when they associate a user's email with an established account. It is always linked for upsells, but is not for actual reservations. One would be better off using another aggregator and always going direct to the hotel for better service.

I booked a room and a few days later went to cancel because it was no longer needed. When I went to cancel I saw that my booking was not able to be cancelled or refunded because it was prepaid, which had never been an issue before. After several phone calls and chats with Hotels.com they threw blame onto the hotel for not being flexible with their cancellation policy. As it turns out they are bound by contract to not be able to change or cancel any of Hotels.com reservations and only they have the ability to complete the refund.

I have booked over 110 rooms over a three-year period with Hotels.com. I had several free nights accumulated that I went to use this week. To my surprise Hotels.com stole my free nights because I haven’t booked a room within the year. I think that is ridiculous that it says on their main site in several portions that your free nights do not expire. I understand if you happen to use this site in a year you can lose your free nights but I truly believe that needs to be posted on the main portion of the site and on advertising ads not on page 18 of the terms and conditions that nobody reads. I will make sure everybody I work with and meet understands what type of company Hotels.com is not deceptive they want to be. Extremely disappointed.

I have booked through Hotels.com for several years. Lately I have not traveled due to work. I had accumulated 1 free stay which I was told did not expire. I just learned they took my 1 free stay away due to not booking recently. I was never told of the time limit as well I was not notified I was losing my free night. I would not suggest using Hotels.com. Poor customer service.

I booked a condo through Hotels.com and had a pretty frustrating experience. The owner of the condo wanted to use a 3rd party site to process my credit card info and this was explicitly against Hotels.com policy. After talking to customer service and they re-assured me the owner of the condo will find an alternate way to process the deposit, the condo owner wouldn't offer an alternate way to take my deposit. I talked to customer service again and they said there's absolutely nothing they could do. I ended up booking another hotel through a different site and I highly doubt I'll use Hotels.com again because of this experience.

Never use this site. It will charge you more than the going rate and not even show you fees prior to getting reservations. You get an email that shows different than amount charged. Then on credit card statement you get a foreign charge. These people need to be put out of business and hailed. Gave chargers from Malaysia. When checking into hotel person would not even tell me how much I was charged. Best western should not allow these scammers.

Hotels.com used to be a decent booking site and ever since it moved operations to Philippines it became a total scam. I booked a hotel and due to weather and illness I had to cancel the booking way in advance. After a string of emails back and forth Hotels.com reps in Philippines claimed that “hotel refused to issue refund.” It was a lie as hotel in question never got my money in the first place and conducted business only with Expedia (the parent company of Hotels.com). Hotels.com is a total scam! Do not use this outfit!

I made a hotel room booking with Shinjuku Granbell Tokyo via Hotels.com for my intended Tokyo trip. It was with free cancellation for 3 nights at $564. Had to make a later date change to 2 nights, got the remainder refunded since 2 nights costed $398, website claimed it was special member rate but I don't see a drastic difference as I am still paying about $200/night.

Chose Hotels.com ONLY because I have a Capital One Credit Card and they offer a 10X point incentive. Needless to say I will never use Hotels.com again. Among other things, the reservation process was deceptive and misleading to the consumer. For example, they admitted they provided no options for “pay now” or “pay at hotel” yet accused me of somehow picking one of these options. What? Would not allow me to reschedule or cancel or rebook. The messaging throughout the transaction is not clear and very misleading to the point where you are prevented as a consumer from making an informed decision based on the information provided. Contacted customer service and could barely understand the rep or manager due to a severe language barrier. They were clearly untrained in customer service as evidenced by a missing “listening phase” on their part and then hanging up on me.

My husband travels for business and books about 200 hotel night a year, we do a lot of personal travel as well. Apparently the rewards cannot be tied to both your personal and business emails in order to accumulate rewards points. Needless to say, we will be taking our business elsewhere.

I booked a hotel through Hotels.com the night before my mother and I went on a cruise out of Miami, and for the night we got back from the cruise at the same hotel. On our way from Seattle to Miami, sitting in the Raleigh, NC airport, I began to look through my reservations, wondering if they would have a shuttle when we got to the airport (not realizing what a ** I had booked). I realized the front desk closes at 9 pm and we were not getting in until after midnight. I called the front desk, spoke to a woman who told me I had to fill out a bunch of paperwork, send her a photo of my ID and my credit card, and they were charging me another $40 to send me a code for the door. I was annoyed to say the least. At that moment, I received an email from Hotels.com asking about my experience with the choices of a happy face or an unhappy face. I chose the unhappy face, because I was irritated.

When you place a reservation through Hotels.com they do not send you any updates or courtesy emails and they do not share your information with the hotel so there is never any courtesy emails coming from the hotel either. However, when you book through Booking.com, you'll receive reminder emails and courtesy emails from the hotel you booked which allows the hotel to check on you around the last 4 weeks before your arrival to see if you need to cancel or if you are confirming that you are still coming. Also, they sent us courtesy emails asking what time our flights were coming in and if we needed someone to pick us up at the airport.

Stayed in New York in Manhattan January 29. Hotels.com advertised the rate at a two-digit price plus taxes and amenities, then showed me the likely price I'd pay based on average NYC taxes and fees. I did not notice that the price I authorized my credit card on included an amenities fee of greater than twice the advertised room rate!!! GOTCHA! I called hotels.com after this experience. I asked for a Supervisor and got a woman who told me that I should always double-check the price before I click. She refused to let me speak to anybody else.

The lack of concern from management after a horrible experience at one your preferred locations is outrageous. Myself and another were attacked by bugs in your hotel after paying $800 and management claimed that he was going to reverse the charges and never did. Use your site against my good will one more time and was disappointed again. Paid in advance for a room for 7 days and decided to leave on the sixth day after an unpleasant stay and was told that I will not be getting a refund regardless of my experiences from hotels.com. Please take heed and realize that people do not take Precious time out of their day to create an account and to leave false reviews. This is a horrible unethical wannabe business that needs to be destroyed! If management wants to contact me please contact me at this number **.

I personally did not use Hotels.com. Somebody had got ahold of my credit card information and managed to go through PayPal to go to Hotels.com. She used my credit card to book a room in her name. PayPal has already refunded my money. But I wish to press charges. But my local police said I need to know where she is. Hotels.com refuse to help. They said the reservation is not in my name so they won't give me any information although the credit card used to pay for has my name on it. So essentially they won't even tell me what state she's in. I can't file a police report until I know. They were rude, unprofessional and I would not recommend anyone using them. It seems they like the criminals and protect them.

I very frequently used this website for my travels and was considered a "Silver" status member which supposedly entitled to me to a higher level of customer service, but their customer service is unfortunately non-existent. I arrived at a hotel in Manila, Philippines and the staff member struggled with English and did not understand that my booking had already been paid for through the Hotels.com website. It was late at night and I was exhausted so I paid cash for the room expecting the matter would easily be rectified in the morning. I send an email explaining the situation to the customer service team that wrote:

The guaranteed pricing is a bit of a misnomer, as after I found a lower price, they wouldn't match it because of the timing or something. It was very confusing and I think it's much simpler to just book directly through the hotel.

I will never use Hotels.com again, we booked a hotel in Haiti a week in advance. Got confirmation number email. We arrive to check into the hotel and was told they have been trying to reach us (which is false), because the hotel cancelled our reservation due to maintenance plumbing issues. We got referred to another hotel. They sent an email apologizing and that we will receive a refund. Here we are over a week later still not refund. Even after multiple calls to Hotels.com they refuse to issue a refund. I'm pretty sure this is false advertising.

I have used Hotels.com for several reservations without a problem...until now. I received a charge on my credit card for a hotel stay that I did not make. I spent hours on the phone with the hotel and with various people at Hotels.com. The people at Hotels.com were rude and implied that it was my fault several times. They stated that I made the reservation online without logging into my account and that is why it didn't show up under my account (and still doesn't as a "past stay"). With my history with the company, it makes no sense that I would have booked a reservation without signing in...especially if I had to put in my credit card #! Also, I have no evidence of a confirmation email sent about any type of reservation. They refused to listen and just kept repeating the same thing, no matter how many "managers" I spoke to. Very disappointing and maddening, considering my extensive history in booking with the website. Never again!!!

I have never used Hotels.com before and will never again. My plans changed and I have to go to a funeral. I tried to cancel a reservation that I was supposed have to the end of the day to do so. I called and got an agent that was extremely difficult to understand (poor English). She told me I was outside of the cancellation window and would have to call the hotel directly to request a cancellation but they were NOT going to do anything for me except make excuses because it was after 4pm. NOWHERE does it state that 4pm was the cut off time for cancellations. I will use a reputable booking website from now on. If I could give zero rating I would. I'm quite confident they will keep my $ without offering me a thing.

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.