Hotels.com Reviews

Expedia group do you really need the 72 bucks for a reservation that is needing canceled due to my spouse's death? I would think the Karma alone would be more valuable but to literally tell a grieving husband and father that just lost their spouse and mother that you won't cancel and return the 72 bucks because it's nonrefundable. I will be more than happy to help pay you back in kind by bad mouthing you for the way you have treated someone. YOUR choice has now made it a singular task of mine to cost you far more in bad publicity. Remember in Hospitality that 1 bad review, one bad experience will cost you FAR more than 100 Good reviews!

We spent a lot of money on in all in inclusive vacation to DR and they don’t even provide a shuttle from the airport to the hotel!!! I’m just finding out that we have to pay which I find ridiculous. They were not helpful. If we had booked it through the hotel website I would’ve had a free shuttle. Customer service is not helpful at all.

BEWARE, Hotels.com is a terrible company to work with if you have a problem. WE booked a room in Feb. 2026 and were charged for 2 rooms. We contacted them, with no resolve. They said they would take care of it, but DID NOTHING. So, we have tried to dispute it several times with Capital One. WE have yet to see it removed from our bill. I WILL NOT be using them again. Try Priceline, they are better.

I have used them so many times but never will again. I booked a final four hotel a year early. Showed up with my 10 yr old son to find out Hotels.com booked non-existent rooms and no one told me. I literally was getting emails about checking in as I was talking to the front desk, saying they (hotels) never actually confirmed the room. Never again - certainly not for a high-volume event like the final four.

Terrible. Waiting month for refund after never receiving the service for a hotel do not book with. (com) Anything. They are out to take money from anyone no matter your situation. With people who can't communicate English or act like they can't when you call. Get off my land with your faulty scam business. You will lose all of your business. Hotels.com!

I have used Hotels.com many times without fail. Our Spring Break vacation this year was the biggest mess ever thanks to hotels.com publishing incorrect information on their website and then their inability to help out customers that paid $3,000 for a 5 day hotel stay in NYC. First of all, the Residence Inn New York Downtown Manhattan/Financial District does not have their own parking, period! That shouldn’t even be listed on the hotels.com website as an amenity for the hotel because it is not true. They utilize the public parking garage next door and if it’s booked you will not have a place to park, period. Hotels.com does not list that at all.

Cannot reach customer service at all. I only get an AI bot. Not trying to cancel a reservation. Just change states. Still trying to charge me $1000 for a hotel that I’m not even gonna be staying at.

Save your time money and sanity. Hotels.com recommended a roach motel to me after being there for a couple days. I canceled the rest of my stay and immediately checked out. I lost the day's pay about $70 cash, at the laundromat, and I still haven't been refunded for the rest of the days that I didn't stay at the roach motel that they recommended. Their virtual chat is a joke, their agents are a joke, their whole company is a scam. The hotel had no problem refunding me my money because how can you be rude when you're passing out rooms that have bugs in them. Hotels.com on the other hand have been nothing but talking in circles, lying and deceiving, and still not giving me my money back. They're nothing but a bunch of criminals and fraudsters over there.

I tried checking into a hotel I reserved on Hotels.com and apparently a third party was paying them for my reservation I already paid for. The third party's credit card was declined several times. I canceled the reservation and paid for it again. Now hotels.com is giving me the run around to get my refund. I have called 3 times and been on hold forever, just to say they are working on it. I don’t believe them.

Do not make a mistake with booking! I was booking a car with earned points and forgot to click the "use points" option, so they charged my card on file. I called immediately! They and Wells Fargo One Key card would not cancel. They are insane, I spend thousands every year with work and play and am a Platinum member. I am cancelling my One key card. I have several hotels and cars booked that will be canceled if I can and I will NEVER book with them again! Your huge, big, giant loss. Bye Bye!

I have used Hotels.com for years. I typically spend many thousands of dollars annually for work and pleasure. This month, I accidentally booked a two day trip on the wrong week. The very next after the error, I contacted Hotels.com to fix the error but they were no help. I stayed at the hotel a week early and they assured me when Hotels.com reached out they would cancel. I contacted the hotel several times and they continued to assure me when Hotels.com contacted them they would cancel. Though I had no problem reaching the hotel, Hotels.com tried several times but could not reach the hotel. The policy started during Covid of not allowing cancelations with plenty of thoughtful lead time needs to end. Until it does, I won't be spending another dollar through Hotels.com.

Hotels.com is a pure nightmare. No customer service of any kind. A chatbot that is infantile in its ineffectiveness. Prices higher than dealing direct. Dishonest communications about refunds. Useless follow-up. AI will put them out of business and it can’t come soon enough.

I am 67, retired, and have a disability. Like many people in my situation, I rely on discounted rates (such as handicap or senior pricing) when booking hotel rooms. I believed I was booking directly with a hotel I found online. However, I later discovered I had actually booked through a third-party site that presented itself in a way that made it appear to be the hotel’s official booking page. After arriving at the hotel and checking rates directly with the front desk, I found that I had been charged approximately 30% more than the hotel’s actual rate. I have now requested a billing statement twice and have still not received it. When I called again to follow up, instead of providing the statement, I was offered a partial refund (about 15%), which I was told would take 2–10 days to process. I still have no documentation confirming the original charges.

Received several emails confirming my stay but when I got to hotel there was no reservation. Hotel tried to call and got two messages saying not in service. Found hotel price cheaper by $50, going number to call, waited twenty five minutes to be hung up on. Called back and had to wait another twenty minutes. Issue not resolved

I made a reservation for a one night stay and received a confirmation notice with an itinerary number, and our account was charged. The next day I tried to cancel or change the reservation and was told that there was no reservation on record to cancel. I called the hotel and the first time they said there was no reservation but the second time they said there was one but only Hotels.com could cancel it. Then, I made another reservation for the next day. The printed itinerary number for the second reservation was the same number used on the first reservation.

Hotels.com is a complete joke!! We went to Denver on October. I booked a room, added the insurance and checked out through Affirm. I realized the room I booked with a room with double beds. Immediately called the front desk at the actual hotel and she said go ahead and cancel it and rebook it and she asked me if I had gotten the insurance and I said yes she said you should be fine so I rebooked the room when I called Hotels.com they said to call the place where I got the insurance and they said because it was my mistake.

Please do not add the protection plan...what a total waste of money!!! Save your money and call the Hotel directly...Much better option than to deal with a terrible 3rd party!! I will never ever use Hotels.com and I will spread the word that this is a terrible service to avoid at all costs.

I had a really positive experience with Hotels.com customer support today. I was worried about a reservation due to cleanliness concerns after reading recent reviews, and the agent Subhadeep was incredibly helpful and understanding. He took the time to contact the property, escalate my request, and advocate for a possible refund. He was patient, professional, and kept me updated throughout the process. I really appreciate the effort he put into helping me and the great customer service. I’m not sure if he can actually help me through this process, but I really hope he does! P.S. Don’t book with Beachside All Suites Hotel, I messaged them on their Instagram, their number, and I called them twice and they never called back. I wanted to refund my $277 the day I bought the hotel tickets because of all the negative reviews I saw after buying a room.

They misrepresented the hotel on the website. The reviews had to be fake. Worst experience. The hotel had boarded up windows...Horrible. So bad we left and booked a different hotel for the same night and now I'll have to fight to get my money back. Do not use them?

I have booked a hotel reservation via Hotel website. Due to the weather constraint my flight was rescheduled. I have contacted to hotel front desk and they accepted the rescheduling without penalty yet they have asked me to contact Hotels.com and advise them with the change. It is almost impossible to find a phone number to call them, so I did the date change and the "Virtual Agent" insisted that I will need to pay for both night. Finally after surfing from screen to screen I managed to get a phone number to call. The agent I talked to mentioned that she will put a case in the system. When I asked her for a case number or any proof that I made the phone call she refused to give me her name or her employee number of the case number and she hanged up on me. I will strongly advise anyone not to use this website and book directly via the properties' websites.

Buyers beware. Hotels.com will change the date of your stay, and you won't know it til after you pay. Then, when you contact them, the response will be that we will email the hotel. Most hotels will not deal with a 3rd party, so you won't get your money back.

I will never use Hotels.com again. Although their customer service seems responsive it's a shame to string customers along and make them believe they are treated fairly. I had to change the date of my reservation and after much back and forth was told to cancel and rebook my stay and that hotels.com was going to refund if the hotel agreed. I did yet received more emails that hotels.com was waiting on response from the hotel before they could issue refund. WHen I checked into the hotel I was informed that it was up to hotels.com to issue refund that hotel had not received payment.

I strongly advise against booking through Hotels.com. The rewards program is simply not worth the frustration that comes with their customer service. In my experience, I dealt with last-minute cancellations, extremely long wait times, and limited English speaking representatives who were unable to provide clear solutions or adequate relocation assistance. There was little to no accountability, and resolving the issue felt nearly impossible. What should have been a straightforward booking turned into a stressful ordeal. If you haven’t experienced a problem yet, consider yourself fortunate — but based on the thousands of negative reviews from other customers, issues appear to be far from rare. I would recommend booking directly with hotels or using a service with more reliable customer support. Unfortunately, my experience was overwhelmingly negative.

My wife and I decided to go visit our son tomorrow so she hopped on Hotels.com to book a room. She found a decent hotel that was close and reasonably priced. She submitted the reservation and it popped up with all the details of our stay. She immediately noticed the date was today, not tomorrow. She went to the cancel/revise section and it was grayed out because it was already the day of the reservation. So she contacted their customer support to explain what had happened and get it switched to tomorrow. They put her on a hold and came back and said unfortunately the hotel won’t refund the money so we can’t do anything about it.

I have used Hotels.com for years and currently have over $800 in rewards sitting in my account. All I need to do is update the email address tied to the account. That email no longer exists. Their system will not allow me to update the email unless I confirm through the old address. That is impossible. There is no alternative verification process. No identity validation. Nothing. I spent nearly two hours in chat and on the phone. I was escalated to senior support. Everyone was polite, but completely ineffective. No one could fix a basic account issue. Their solution? Create a new account and “try” to transfer the rewards. No guarantee it will work.

I booked a room through Hotels.com at a resort and the room that I booked did not exist on the property. This is a cautionary note for all Hotels.com users to contact the property directly to verify that the style of room that they’re looking for actually exists. Under normal circumstances, Hotels.com provides a wonderful product because you book just a hotel room when booking at a resort with multiple types of rooms available.

I did booking just now on Hotels.com with this faith advert on web is accurate. I finalised booking and when I reached to hotel Hotel Grand Alshahba Alkakia Itinerary # ** I am totally disappointed. Tried to get help from hotels.com and their advisers completely non-cooperative and I believe adverts on their web is totally misleading. Nowhere near to reality. I am not struggling to get my money back more than 339.60 and not getting any response at all. My recommendation is stay away from this website and don't waste your money.

Got robbed for 153 dollars from this site. Don't use. Wasn't told about extra fees at booking then come to find out couldn't get a refund from the company when they never warned me about extra fees so now I'm out 153.

Try to find another website to use. Because Hotels.com is horrible. They put Me in a hotel that had construction and I have leukemia, I called them and let them know that they were working on the building and can they use my same reservation and move me to another hotel. Alexander who said that he was a supervisor told me he could cancel my reservation, find you some money and go somewhere else. They are terrible. Please do not use them. They wouldn't even take any money off of my reservation. Knowing that the hotel was on the construction and I could get sicker and the heat went out. It was just horrible.

We had 2 separate reservations for a hotel in Louisville, and for our 2nd day hotels.com had never sent the reservation to the hotel. To book for that night would cost us an additional $40, which we felt was not fair. After being on the phone for 3 hours on and off between the hotel and Hotels.com, the rooms became all booked at the hotel we were staying at so we had to move to another hotel. Hotels.com set us up in another hotel, and agreed to pay any differences (which of course was nothing).