Hotels.com Reviews

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).

The website walked me through setting up a reservation, did not have my email, I did not...at that point...have the app. I paid $16 for insurance and it was a pay later reservation. The $ was immediately taken out of my account. I canceled the reservation and was told the only reason I am getting $ back is because I bought the insurance. I have still not received my money back. I never received an email from them even after I downloaded the app and the hotel is not answering. I am going to dispute with my bank and I will never even try to do business with any of these companies again.

This review is actually zero stars! In trying to resolve a refund or a re-book situation Hotels.com and Ella's Cottages both denied being able to help with the situation by putting the blame on the other. Are we just playing games here? After hours, and I mean hours of being on the phone this is how my problem was taken care of. So who's lying? One of you are lying! That is why I will NEVER do business with either of these companies again. $640.00 down the drain!

What a joke. They advertise this hotel as Mountain View‘s, upscale…. It’s literally right off the highway. The photos don’t match what it is. There’s homeless people outside, drug addicts makes you feel very unsafe. When you call Hotels.com. They give you a runaround BS story that you can’t get a refund. No one should stay where they do not feel safe! Especially as a female traveling alone this is not acceptable at all. Stay clear of Hotel Zico! Gross! Nothing like what they described or claimed to be.

I booked a stay at the Barceló Maya Beach Resort in August 2025 through Hotels.com for an upcoming trip. While reviewing my reservation details closer to the travel date, I noticed the booking listed a king-size bed and a crib. Since my child is 17 years old, I contacted Hotels.com to request a correction to two full-size beds instead.

I purchased the cancellation insurance just case I had to change plans. Unfortunately I accidentally entered the wrong dates. Even though I caught when I received my confirmation, less than 5 minutes later, they considered it a non covered cancellation. My case was denied for reimbursement. In my opinion this a scam as someone has to die or there has to be an act of God to receive reimbursement.

Booked a room a month in advance, a bad snowstorm was forecasted and we had to cancel the trip for safety. We were unable to change the reservation date or get any sort of refund. $300 down the drain, because we didn't go for the $100 travel insurance. The Hotel themselves said they couldn't do anything since it was booked through Hotels.com. Book through the hotel yourself to save on the hassle. I do not see any benefits of using Hotels.com.

We drove 11+ hours through snow and arrived at our hotel only to be told that when they tried to approve the reservation earlier the Expedia card was declined. I showed him my Hotels.com receipt and my bank account snapshot showing the money Had been withdrawn. I got on the virtual Chat with Hotels.com and they tried calling the hotel and getting them to LOWER the PRICE of the room! The hotel refused. I was in a lobby full of people being told my card was declined when it was Expedia’s card that was declined. My card had been successfully charged by Hotels.com. I told them I wanted a refund and was leaving to find another hotel and the agent Refused. I am disputing the charge With my bank.

The absolute worst! I have contacted Hotels.com several times regarding this booking as there is something very shady going on with the Stallion Suites - Entertainment District. TORONTO - DO NOT BOOK AND DO NOT USE HOTELS.com

This is a horrible company! Nothing but grief. Customer service from some third world country where I kept asking to repeat because I could not understand them. NEVER USE HOTELS.COM, AT ALL COSTS. ALWAYS BOOK DIRECTLY WITH HOTEL OR MOTEL!

As many times as I've used Hotels.com never had a problem. Now that I have to cancel a booking they're having system problems continuously on every call multiple calls that I have given. Just seems kind of suspicious. I'm thinking this is not the way to go. I'm thinking I'm just going to go ahead and go back to Booking.com or Expedia. Never had issues there.

Reserved a room and purchased the cancellation insurance. Ended up in the hospital so cancelled the trip. I am now having to track down physicians to provide evidence of the hospitalization and surgery. With purchased insurance, I should be able to cancel my reservation and not be charged and not have to go to these lengths for a $200 refund. I will never purchase through them again!

Their customer service is nonexistent. Their online doesn't work at all. Trying to reach an actual human can't be done. They didn't used to be like this so I'm sure it was due to a sale of the company or some sort of merger. We will never use them again.

Absolute scam. The hotel I booked cancelled my reservation however Hotels.com refuses to give my 150 dollars back and every time I call they’re experiencing technical difficulties or the USA office in Florida is gone for the day and I’m told to call back. It’s been over a month and no resolution and no refund. Book Expedia. They are only ones located in the US.

I cancelled a reservation within the stated free cancellation window, yet Hotels.com still charged me for the stay. When I contacted customer service to resolve what should have been a simple mistake, the experience only got worse. The representative was unfriendly and unwilling to help, and I was told I would need to pay an additional $50 cancellation fee just to receive a refund for a charge that never should have happened in the first place. This felt unfair and misleading, and it completely defeated the purpose of "free cancellation". Very disappointing experience and not a company would trust going forward.