Hotels.com Reviews

The "Pet Friendly" hotel refused to check me in for my reservation because I was traveling with my cat. The clerk insured me I would not be charged but I was because they wouldn't check me in. Hotels.com was unable to resolve the issue.

Never use them. It's a crappy service. They don't provide support other than their users. If you go through them and have questions or concerns, all you get a crappy AI service. They don't support you to get your problem resolved. I am done with them. Beware, it's super bad service once you get stuck with them.

Stayed at the hotel in Springville, Utah, Microtel. Very disgusting. Crap on the ceiling, blood on the walls, handprints on the walls, blood on the sheets, blood on the bedding. Refused to give refund. Hotels.com is no help either. Will never go through them again.

Absolutely terrible, our stay was double booked so we did not get the stay we paid for and have yet to find any way to actually contact Hotels.com about this. We do not recommend anybody use this website!!

Never, EVER use this site. Once you book and pay you are trapped. The 'change or cancel' button is essentially disabled, with a constant, 'sorry something went wrong, try again later message." The virtual assistant also malfunctions. It doesn't recognize a hotels.com itinerary number. Even with the itinerary information it keeps spitting back 'no bookings in your name."

After checking into a room that was not as pictured we immediately contacted Hotels.com for solutions. We were told to wait while the hotel was contacted. We were then told the hotel could not issue refund for the first night since we checked in already but that the recommended early checkout the next morning and a refund would be issued for the remaining two nights. I checkout out and recorded a receipt from the hotel showing the refund amount we should be getting.

I will never recommend this site. Difficult/impossible to talk to a human. They changed the date of my stay and I couldn't call them and tell them to cancel. The harder it is to get help, the more of a scam it is. And hotels.com is a scam.

I booked with Hotels.com for years, but recently I cancelled a booking and was told online that it was taken care of. But I was billed as a no-show. I have chatted, emailed, and called Hotels.com for reimbursement, after contacting the hotel itself to no avail. No help! I am out money when it was not my mistake. Will book directly with hotels from now on.

Read the fine print before you pay. They add fees you might not be aware. Not worth it, in a hurry and I should not have been after hours long AI review and finally a real person. I found out their business model the fees added almost 40% to a $100 dollar room. I just did not get it and I hate being dupped!

I'm writing this review for Hotels.com. I booked a hotel for first time on this site and unfortunately I had to cancel. I thought this would be a headache but I started a chat with Farima J. And they were able to resolve my issue within 15 mins. I couldn't believe it. I will absolutely use and recommend Hotels.com. Thank you. Lisa

I booked a room for my in-laws through hotels.com. The first night, the hotel charged my in-laws even though I had already paid for the room, and the second night (return trip) they charged me for a room type and amenities that did not exist, and now they are trying to make that my problem. As recently as this morning, the hotels.com site is still offering a "free breakfast buffet" as an upgrade for a hotel that does not and has never offered breakfast, and the charges on my credit card are $20 higher than the invoice my in-laws received for the hotel. They refuse to acknowledge any error. NEVER USE THIS SITE.

I used to travel quite a bit and learned to use Hotels.com when booking hotels. It had always saved me money in the past. It has been a couple of years. I need a room for three days and booked at $450. Didn't think much of it. Then when I check in there was a small issue, the hotel (Hilton) charged me again ($330), I knew I would be able to get it refunded. After the refund from Hilton I contacted hotels.com for a partial rebate, they talked around and around but would never offer any sort of refund. So beware, check the other sites. I'll NEVER use hotels.com again, as they say NEVER ASSUME!

Booked a hotel in Civitavecchia, Italy at Hotel Smart Cruise for July 19, 2025. When confirmed dates showed up it was May 16. Called within minutes to get dates corrected, got the runaround and got hung up on, called back. Tried again with Anna. Got the runaround again as we did before, said they couldn’t find reservation and so on. Said they could not cancel reservation or change dates. She said good luck trying to cancel charge. We are disputing and going to bash them on any platform I can find. Going to stick with Priceline as they are a reputable business. Btw we were very polite all the way through.

I recently had a negative experience with Hotels.com that customers should be aware of. I booked a hotel room for the night through Hotels.com. When I arrived, I was told that Hotels.com had overbooked and there was no room available. This was at 11pm, with several small children. I ended up still being charged by Hotels.com despite the hotel cancelling, and had to go through an irritating process to be refunded. No restitution was offered. When I asked to make a formal complaint so that Hotels.com could improve this problem, I was told that no such mechanism existed. So, buyer beware -- consider booking directly through the hotel rather than risk not having a room due to Hotels.com.

HOTELS.COM IS A SCAM! Just make your reservation with the hotel directly. We had a last minute situation with elderly parents. Embassy Suites was willing to cancel the reservation at no charge, but Hotels.com would not give us our money back. They are THIEVES!!! DO NOT EVER USE HOTELS.COM

Don't use Hotels.com. They went from being the best booking service to a straight up scam. The already weak reward system is a scam. You will find out that barely any hotels are eligible to be paid with rewards points because, in their words, "most properties are already discounted". Total scam. Fraud class action!

Bad website. Not even helping customers. I booked a room for 2 nights with Paradise Inn 525 Washington Blvd. Montebello, CA. I don't have anyone in the city and got here 4 am, asked for early check-in or charge extra for extra day before 2pm check-in so I don't stay in the street. I got sick being in the parking lot and called this damn app. Hotels.com. They don't even help trying to charge extra for cancelation that is the Paradise Motel, greedy, indifferent people. I'm a repeat customer and this is what I get. Karma is a ** people. Rude people. Unkind people. I will not ever use this app again.

The WORSE app ever don’t waste your time building status when them. I had a Gold status and 1 free night. I tried to change my email address to which the app suggest you can do but it would let me do it and kept giving me an error saying “sorry something went wrong from our end”. I tried the app, Chrome and Safari but non worked. So I called their customer service. First agent after 20 minutes of wait time that the issue is from their end and to wait 4-5 hours and try again. So I waited 24 hour.

I’ve had one of the worst customer service experiences with Hotels.com. Here’s what everyone should know before booking: No Human Support – You’ll never get a real person on the phone. If you don’t have a booking number or stay on hold for over an hour, you’ll get absolutely nowhere. Points and Free Nights Expire – They’ll wipe out your rewards without notice or concern. Fees When Redeeming Rewards – Even when you use your points or free nights, they still charge fees and give you less value. Terrible Customer Service – It's not just slow, it’s practically non-existent.

BEWARE!!! I recently booked a room from Hotels.com and purchased the cancellation protection for an extra $9. No big deal right? Wrong!! When I had to cancel the room I did so on the HOTELS.COM site with ease. Then after I made my cancellation they offered to cancel the protection policy. I thought ok I guess it's early enough to get that full refund. Wrong!! I only received a refund of the $9 from the policy and not the $126 for the room. How tricky! now they are saying that I cannot get a refund because I cancelled the policy. But I did so afterwards. THIS IS A SCAM!!! they lost a customer for life. I would suggest, book directly to the hotel that you want to stay. But if you happen to book a room through hotels.com DO NOT BUY THE CANCELLATION POLICY!!!!

Have used Hotels.com successfully in the past and they were easy to deal with. Not Anymore.. Horrible response from management regards "lost" credit rewards. They've communicated numerous times there's nothing they can do to salvage any lost credits towards a free booking. Will research alternate hotel booking sites.

Keep in mind when you book with Hotels.com and pay extra for early cancellation then cancel early, it's a third-party insurance company you have to go through. No phone number, you have to set up an account then a claim then they may pay, don't fall for this scam.

I used Hotels.com to book a hotel room in Greece at GK Athens Hotel. I paid $30 extra a night to book a non pre-paid/zero deposit room so I would have flexibility. The hotel incorrectly charged me 235 euros (about $256 USD) for a "deposit." Hotels.com agreed that this was in violation of the reservation agreement. They requested numerous documents from me (credit card statement, message from GK Athens, a non-existent receipt from the hotel, etc.) When I provided all of this they told me to call the hotel myself to ask for a refund. When I really needed their help as the broker of hotels which is their JOB, they bailed. The hotel gave me the run around when I called them internationally. Now I have to go through my credit card to dispute the claim and handle it on my own. DO NOT USE HOTELS.COM!!!!

Expedia and Hotels.com are a scam. Although I have had successful bookings with them over the last decade, they are now horrible. On 03/28 I went onto the hotels.com app to reserve a room. Their app asked me to update my phone # and debit card. I did. Their app clearly says "you will not be charged yet" because I am only making a reservation, not booking to pay for a room yet. I updated my data and then their website charged my card for booking the room. I immediately called their customer service at 800-492-9520 and spoke to a rep. He said he'd contact the hotel to ask for a refund. The room was cancelled. The rep emailed me saying hotels.com was waiting to hear from the hotel.

Paid extra for the the option to pay at hotel with nothing charged at time of booking. Charged immediately for 1 night stay. When I called to ask what is going on he told... "Yea we can basically charge a deposit even though it says pay nothing now."

Within 24 hours of booking I discovered I need a companion for my drive because of a medical condition. I tried to change to 2 beds, and, if I paid it outright it was cheaper than my original reservation. They refused. They are greedy, corporate, idiots, use Booking.com.

We stayed at Riverside Motel in Danville VA this week. So much was missing in the room. No closet at all. No phone or remote control, dirty room, cigarette butt on the floor, no hair dryer and one set of towels. Paid $85.00 plus fees for room.

I purchase a gift card for Hotels.com for $300. When I went to use it to reserve a hotel room on their website it gave me an error message. I then proceeded to call the customer service phone number and was transferred to different Representatives over 16 times and the last and final representative I spoke to told me that there was nothing that they could do and that unfortunately I could not get a refund and could not use my gift card. Stay far away from Hotels.com and do not under any circumstances buy a gift card from their company.

As of today, I deleted my Hotels.com app and will NEVER use them (or Expedia related business) for travel again. I canceled a trip and received notification of cancellation. My recent credit card statement showed a $1103.66 charge to Embassy Suites. After calling Embassy they said it showed a cancellation but also a no show/no book for the room. Since it was 3rd party I needed to call Expedia customer service. The woman there was very nice and said they will escalate and call Embassy to rectify this. Then I received an email from hotels.com that they contacted Embassy Suites and they refuse any refund. Sorry but we can't do anything about it.

Hotels.com seems to use a scam to make it so you cannot cancel a reservation within the time-frame they say you can. I wanted to cancel the day before (Hotels.com says I can cancel until 4pm on that day). Started to try at 10am. I keep getting a message that says "There is a problem on our side- try again later." I have continued to try- and of course- I cannot get to the reservation to cancel. They happily let me on to their site to make a new reservation. And they will let me get to the reservation after signing in- but they very carefully make sure you cannot get to anything that will allow you to cancel from your signed in page. Seems blatantly illegal..