Hotels.com Reviews

DO NOT BOOK through Hotels.com. If you try to cancel they will ignore you until the time limit is up to be able to cancel. Can not understand ANY of their staff when you try to cancel. I was disconnected MANY TIMES and they try to blame the Hotel. It was NOT the hotel's error. It was Hotels.com! Don't do what I did, please go directly to the hotel site you wish to stay at...HOTELS.COM is terrible!!!!

I booked a hotel in Bottineau, ND during New Years and paid for the insurance to cover in case we were unable to make it. A couple of days before the trip, we found out we were not able to go. I cancelled online within 48 hours and Hotels.com is now refusing to refund my money stating it was due to weather and is non-refundable. I am now out nearly $200 even after doing my due diligence to make sure I purchased the insurance. I will never use hotels.com again and do plan on pursuing whatever I need to, not only to get my money back, but to make sure none of my friends or family have the same experience I did.

Hotels.com listed a hotel with accommodations I was looking for but when I arrived at the hotel they didn’t not have those accommodations. The hotel was under construction, making our stay dusty and noisy. The construction crew blew a circuit, causing us to not have hot water for 24 hours of our stay. Construction caused TV’s to glitch. The hotel didn’t have staff which would explain why my room had debris on floor, dirty cups in cupboard, dust covering stove, and the worse was blood on bathroom floor and wall. The manager at Homewood by Hilton in Reno NV said she could not refund us because I booked through Hotels.com. When I contacted Hotels.com they were not willing to refund us either. I will never do business with that hotel or Hotels.com again!

After reserving 2 rooms (5 weeks in advance) online and only 1 was confirmed, I cancelled the reservation immediately. Cancellation email was received but money was not deposited back into my account. Have tried numerous times to recoup money with no luck. Dishonest company to do business with.

I have used Hotels.com for years, but my last 2 bookings have been awful. I am done deleting my app and never using again. No customer service, zero help and awful sketchy bookings. I will be deleting my app and never using this service again. I highly recommend booking directly with the hotels. Pricing is usually better and better customer service. No need to use their service as it does nothing you can't do yourself.

I was working on completing a hotel booking and when I went to book it, the price more than doubled in an instant. Absolute waste of over an hour looking for a good place to stay. I was furious and will probably never use their site again.

My only brother was dying. So I booked a Hotel in Hardeeville, SC, near my brother. The Hotels.com rules said I could cancel my booking by November 30, with no charges or penalties. Unfortunately, my brother passed away early on November 29. So I cancelled my reservation. I was not only charged the room rate for all the days I had booked through Hotels.com, but I was also billed a cancellation penalty. I do not recommend trusting Hotels.com with your travel bookings.

Rip Off. When you search for hotels at the Hotels.com website a pop up pops up next to the price that says "What you see is what you pay". Then another full size pop up says "We're not like the others. We include taxes and fees." Both are lies! Both are totally false statements, because they do charge additional fees. I booked a stay at Hampton INN, Hotels.com gave me a option to pay the "what you pay price" at the Hampton INN. So I did. When I checked out Hampton inn charged me $10 for parking of their self parking regular lot. When I questioned it they said it was posted in the fine details of the Hotels.com site under additional fees under the "see all about this property tab".

We booked a vacation and I booked the wrong night, immediately canceled and received confirmation that I canceled, and I booked the correct date. Before I arrive on correct date, Hotels.com informs me that they are charging me for both nights and there is nothing they can do.

I recently use these people on a hotel stay for nights. The hotel had to give me discount on the stay due to problems in the room. They sent the payment back to Hotels.com and gave me a receipt at checkout for the discounted rate. I have sent this in to these people trying to get the refund back and they still have me charged for the full price. The hotel stated, "We've sent that refund back the day you check out." But Hotels.com won't give it back after I sent proof so now it's under investigation. Please please don't use these people unless you are ready to get stressed out!!

They steal your money. I double-booked a room. Instead of canceling the another booked room,, they stated, "Can't help you." I called them and they didn't care or listening to me. I will never use them again.

Would give zero stars if possible. They only show good reviews and not negative. When you arrive to a crack hotel with police already there they refuse to cancel the reservation or refund the room. The majority of the hotels they advertise are crack hotels of which you don't know until you get there because they hide bad reviews on their site. They have the worst customer service. It takes forever to ever get through to an actual human and then they are no help only tell you there is nothing I can do.

I called and asked questions as to what was covered with the travel insurance. It was clear that if I had to cancel due to a flight cancellation I would be fully refunded. My flight was cancelled due to the Government shutdown and I filed a claim only to have it denied by claims adjuster Florence **. I am confused and disappointed as I did everything I was supposed to do. I plan on filing a formal complaint in hopes that this behavior stops.

Had a terrible experience with a hotel they listed at 5 star with no negative reviews. Hotel was infested with Roaches and they would not give refund. I checked out as soon as office reopened and ask to speak with manager. I showed them pictures I had taken. Office staff told me manager would call me before noon. I called back just before noon and was told I would receive a call back. I returned call again that evening as I did not receive call, at that time I was told the hotel manager claims Hotels.com was responsible for any refund and Hotels.com claims hotel was responsible. I will never use service again. Buyer beware!!

If you book with Hotels.com, expect to get screwed. We booked an overnight stay at the Ramada by Wyndham Newburgh/West Point based on the photos of a property on Hotels.com website and when we arrived, we found that the photos did not reflect the property was actually like. Specifically, the check-in counter was surrounded by bulletproof glass (no joke), room number on the door was magic marker on Blue Painter's Tape, the rooms had peeling wallpaper and ceilings, and the bathroom was disgusting. The property was worse than Section 8 housing. We didn't take pictures because we wanted to get out of there fast.

While attempting to book a hotel with this app I had a message from Hotels.com that "an error had occurred on their end" and that the room I wanted was not available. I then booked a room at a different hotel with Hotels.com. I consequently discovered that the first hotel booking had gone through and I was charged for the room I didn't use. When I contacted Hotels.com to get a refund they told me that this was not possible. They said they contacted the hotel on my behalf but I ask myself did they really. This app is glitchy and customer service is terrible. Will be deleting the app from my phone ASAP. Now I'm out $93.00.

I booked Drax Hall in Ocho Rios Jamaica. The host scam me stole my money then lied about doing a refund. Never gave me exact address. Hotels.com did nothing. I have been trying to get a refund since May. Do nothing book Drax Hall. It's an apartment with security that will not let you pass the gate as it's for residents only. The owner doesn’t want any sub renting. I was left with no place to stay out of my mire money and looking for a hotel to stay at as I was out of the country with nowhere to stay. Got hood not safe. Something bad could've happened. I been in contact with hotels.com which the e-mail doesn't work nor phone number. So how do you get a refund.

They are the worst. I made a reservation for a week in the Caribbean. I clicked 'confirm' and the website flashes up "congratulations, you're confirmed". But no email confirmation. I used the chat function to try to confirm the reservation which was useless. It was nearly impossible to find a customer service live person number but I eventually found it. They were not good either. Best they could say was for me to check my credit card to see if the reservation went through. The agent speculated that there was a price change between when I started and finished the reservation. Then he tried to get me to re-book with Hotels.com. Crazy.

We booked Lava Stone in Santorini through Hotels.com (Oct 13–16, 2025). Upon arrival, we discovered the property is completely inaccessible to anyone with mobility limitations—there are uneven stairs and no handrails, which are not mentioned anywhere on the listing. We had to find other accommodations immediately. The hotel refused to assist, and Hotels.com declined to issue a refund despite the misleading listing. Future travelers should be aware that this property is not suitable for anyone with any kind of mobility or disability concerns.

I booked a hotel (Hyatt Place Fort Worth Hurst) through this platform and had a truly awful experience not just because of the hotel itself, but because of how this booking site failed to protect me as a customer, especially as someone with disabilities. The hotel I reserved was misrepresented on the site. It was outdated, poorly maintained, and had serious cleanliness issues, including visible mold and a strong mildew odor. As someone with autism and OCD, these are not just unpleasant they are triggering and can lead to severe sensory overload and distress. None of these conditions were reflected in the listing, and the information provided was clearly outdated or misleading.

Only a one because you can't give a 0. They failed to make our reservation as we paid for. You can't talk to anyone at Hotels.com, even as a platinum member. Dig through AI bs, then human chat, and an hour and a half later they agree to refund my money BUT REFUSE TO SEND A CONFIRMATION OF CANCELLATION. What a bunch of incompetent crooks.

AVOID HOTELS.COM AT ALL COSTS! I booked a hotel through Hotels.com for a multi-night stay, and the rooms were disgusting, unsanitary, and completely uninhabitable. After driving over 10 hours, we were forced to find another hotel at the last minute because Hotels.com failed to ensure even basic cleanliness standards.

I am a senior citizen and I made a mistake in my booking. 2 minutes later, I tried to correct it and could not. This site has no double-checking on information provided, which would have been helpful. They did attempt to contact the hotel and when they couldn't, it was basically tough luck. They say that the hotel is who determines what happens and the hotel says that they cannot touch a reservation from Hotels.com. My 2-minute mistake is now costing me $300. I would love to know who actually keeps that money. I will never use them again.

I used them end of August and I stayed at Olentangy Motor Inn, Columbus, Ohio. When I woke up, there was a bed bug on my pillow. I called manager and she said she’d switch me rooms. When I showed manager picture, she dismissed it. I asked for refund and she said since I booked through Hotels.com, they would be ones to give me a refund.

I made a reservation through Hotels.com which claimed there were three rooms available. When I arrived I was told the hotel was full and they canceled my reservation and notified hotels.com. Hotels.com never notified me of the problem. I then had to make new accommodations and pay again. It took me three hours to find a way to talk to a representative at hotels.com, it is not on their website. The agent I spoke with was suggesting this was my problem, not theirs. I have already talked to my bank about disputing the charge. They have a record of my call but I need to wait for the room to actually be charged to my account.

I booked a room on Hotels.com. They quoted me a price that I paid. Then when I checked out I got the itemized charges for the room from the actual hotel. The $1200 room should’ve only been $800. They refused to credit me back the amount they overcharged

Hotels.com is a total ripoff. They didn’t refund not refund my $1081 that I had to cancel due to the hurricane hitting the island in Hawaii. They blame it on the Island Goodes hotel. It doesn’t matter because I lost the money, anyway.

I stayed at the Inland Inn and Suites for one night and it cost me about 600$. There was no a/c and no 24 hr clerk and there was no getting my money back for a room that wasn't like the video I saw on the ad on Hotels.com. They allowed me to be victimized by their client and they have done absolutely nothing to help me with their client, they served me up to their predatorial client. They were the provider and their client was predator, and I was the victim. All told I lost a thousand dollars dealing with Hotels.com. Don't make the same mistake I did, end up in an overpriced room with a door that doesn't lock in the middle of a bad area on the top floor with no a/c in August in San Bernardino CA and then have it happen on your anniversary, only to break up as you're leaving the dive motel. Don't book with these people. They don't care about you. Go anywhere else but not here!!!!

I booked 2 rooms through Hotels.com. I got to my destination and it was an abandoned area, hotel was trashed, windows shattered, doors to rooms wide open, rooms trashed, mattresses in parking lot! Literally no breathing human near there. Hotel charged me for no show… Ummm which I showed but no one there so not sure. Hope they knew I was no show. Hotels.com said they could not refund me per policy because it was past the cancellation date…. Hmmm. When you see a picture of a thriving business, no need to cancel… But when you show up and it’s an abandoned death trap…. Ummm 🤔. Usually not something one expects to find. Bad business dealing with shameless places and not believing that the experience left me with nightmares.

The website and app were easy to use, simple to navigate, and booking a table was quick. Menus loaded fine, photos matched the actual dishes (short ribs, pork shank, carbonara looked just like in person). Only downside is that sometimes the app felt a bit slow, but overall it made planning my visit smooth and convenient.