Hotels.com Reviews

Wish I could give them a Zero because that’s what they are ZERO!! Stole my money when I canceled with a cancellation insurance policy! Never again, these people are cowards and liars. DO NOT USE THEM, THEY STEAL YOUR MONEY!!

I booked a hotel room online with Hotels.com because my wife and I live in a mobile home and I left because of the hurricane. The hotel name is Hampton in Titusville Florida. We booked in at 3 pm on October ninth and we had to leave at nine o clock in the morning because my wife has dementia and we couldn’t sleep at night because of the noise, dog barking and people talking so we couldn’t stay there so the hotel did not want to refund me and then they charged fifty-six dollars for checking out early. They charged me eight hundred and nine dollars plus fifty-six dollars, what can I do about this. Please help me and they don’t give me a refund nor a receipt.

I used the site book a room during the power outage due to hurricane Helene obit to show up at the property and be told they also didn't have electricity. Now Hotels.com is saying they won't refund it because they couldn't get in touch with the property manager... Because there was no electricity. First time using the site and I never will again.

I made a non refundable reservation and when I checked in the hotel tried to extort me for an additional $120. I was told if I didn’t pay the extra “fees” I could not stay but if I left, I would not be refunded. I was appalled and left. Long story short, Hotels.com sided with the hotel. They advised me that since the hotel would not release my money, I was out of luck. It is shameful that they allowed the hotel to keep my money when the hotel did not allow me to stay.

Hotel.com is easy to navigate. Chat box was initially not responsive, so don't give up. Customer Service was responsive, but not successful. Do not purchase the Disruption Insurance that claims refunds are guaranteed for any reason. Total misrepresentation.

First time booked with Hotels.com, started having problems with how many people were with me. Should have known at the start when my reservations weren't right. They got confused as to how many people I had yet I sent them (3 in total) all the necessary info, I.D. and photo holding your I.D. and again, 3 names on the reservations including full name and photo I.D. I showed proof of my reservation for 3, they argued I needed to pay more. 24 hours before travel I asked where my check in code was, the said they would send it to me tomorrow. Through a text message because they didn't have staff to answer phones, they said I would receive a check in code and documents to sign the next morning. I wrote back, as you can see on my attached text, that I was travelling all day, not sure how I could sign documents.

I booked a hotel on Oct. 8th at 10 p.m. for my daughter on Hotels.com. The hotel was 40 minutes off Interstate 95 but she was evacuating FL for the hurricane and rooms were impossible to find. Once I paid for the room, and had it secured, I tried to call the hotel to let them know that my daughter was 18 and needed a safe place to stay. No one answered the phone at the hotel but it said if I was a guest to hit 1, so I did. Then it rang again and I got someone's voicemail. I left a message, but no one ever returned my call.

I was heading home from vacation and mistakenly booked a hotel in Franklin, Tennessee instead of Franklin, Kentucky. Immediately realized my mistake and tried to call to fix it. Sat on hold for a half hour, then requested a callback. Got the call back in about an hour which was just hold music. Sat on hold again for 35 minutes before needing to sleep due to an early travel day the following day. Tried to call again the next day and was stuck on hold and gave up. I finally was able to chat with someone online today, who said he needed to call the hotel to see if they would do anything, which he said they wouldn't. I used $40 in rewards and paid for the room and I'm not getting anything back.

I booked a 2 night stay for a show and purchased traveler insurance, which states I would get a full refund if I canceled before a certain date. I had to cancel and they lied stating they called the hotel to try and cancel and get refund and hotel denied it. I called the hotel myself and canceled and the person stated they do give refunds but because I booked third party I had to go through them. Spent an hour doing the claim process to be denied claim. Out of 300 bucks. They will lie and give you the run around and send you to a call center not even in the country. This is the second issue I’ve had with them. I will never use this company or any other third party booking company again. Be very wary - they do not honor their own refund terms. You are much better off booking direct through the hotel. This company is a scam. It used to be legit years ago so not sure what changed but it’s definitely not a good company anymore.

We booked our room at Quality Inn in Branson for 4 nights. Standard room was supposed to be $278.00 including tax. I got charged $323.11. Quality Inn manager said they could not change. I ask why and she said Hotels.com is considered a third party. When I got home I checked my bank statement online and all the money went to Quality Inn. Tell me who is not telling the truth. I say both. I will not be using hotels.com again nor will I be staying at Quality Inn Branson ever again. They are in bad need of updating. The breakfast is just ok. That is the best I can say for it. Lesson learned.

I booked a hotel in Kerala, India for 5 days. The website showed that the room at the hotel has air conditioning. I contacted the hotel prior to arrival and they informed that the room booked does not have AC. I contacted Hotels.com, spoke with two representatives and they informed me that they will get in touch with the hotel and will get back to me within 72 hours. No one ever got back to me. Upon arrival, the hotel assigned me a non-AC room on the top floor. The temperature soaring to 96 degrees it was impossible to stay at that room. I offered to pay the difference for an AC room but hotel wanted me to pay for the room without any credit for the payment already made.

Absolutely horrible company! I made a mistake on the dates of my booking and tried to cancel my reservation a week in advance. They refused to refund my money even after I disputed the charge! DO NOT BOOK WITH HOTELS.COM!

It's very easy to book a reservation; however, may GOD forbid if you have to change or cancel the reservation, they'll have you jump through so many hoops that you'll lose faith in humanity. Stay away from Hotels.com or its other affiliate websites.

ZERO STAR REVIEW! I'd give negative stars if possible. I arrived to check in around 7:00 p.m. on August 30th. It smelled like weed a bit in the lobby, but I guess that's Colorado. I used Hotels.com to book my reservation. I got my key card and went to my room. When I opened the door to the room, the smell of weed and garbage was so bad that it made my stomach churn. I've never seen anything like it. It was as if someone had been hotboxing in there for a week. The bed wasn't made, there were dirty socks and garbage on the floor, old food on the table and in the kitchen, and there were empty food containers all over the place. It was disgusting and not a place anyone would have stayed in after seeing and smelling that room. I went back to check out immediately. I had to wait outside for a half hour because only one person is allowed in the lobby at a time.

I would use Hotels.com pretty often for little getaways, however, this time when the hotel I chose was overbooked they did not follow their 24 hour refund policy and gave me a hard time receiving a credit and had me wait over 72 hours and still do not want to help me or follow their own policy as advertised…. This is my first time ever having an issue but it’s so drastic and traumatizing to have such an issue so far away from home and it’s unsafe as well…. I would not recommend.

While I've rarely ever needed to cancel a trip booked through Hotels.com, life does happen, and it is always a possibility that you may not be able to complete a trip as planned. My booking was to visit family prior to their surgeries. I did purchase a non-refundable hotel stay (shame on me), and I did purchase trip insurance (shame on them) with AIG. Historically, in the rare event that I needed to cancel a non-refundable reservation, I could do it up to 24 or 48 hours prior to the reservation and either get the money back or get credit for a future stay. Apparently, this is not the case with Hotels.com anymore. To keep this brief, both family members have contracted COVID and I will not be able to make the trip. I'll need to reschedule.

This is a horrible site with too many loopholes and restrictions to be viable for a trip booking. They do not give you any window at all to cancel is something happens for your trip. And if you buy their trip protection you cannot use it immediately. You have to file through a complicated system to get your money back. This is a horrible site with horrible customer services.

Hotels.com booked a room at Millennium Minneapolis. There was no notification that there would be an extra $150 charge at check in. Hidden fees. The $150 charge was not on the receipt from Hotels.com and Millennium Minneapolis refused to provide a receipt. This is a scammy hotel and hotels.com should have vetted them before representing them.

DO NOT TRUST RESERVE NOW, PAY LATER!!!! When making the reservation you'll see reserve now, pay at property, several times. Right before you book a green box will pop up and it'll say we guarantee you won't be charged. WRONG! I booked 2 different properties for the same dates. For both reservations, the day after I booked, my card was "authorized" 1 nights stay... essentially $600. I was told this was done by the property and hotels.com has nothing to do with it. I was told the "authorization" will fall off within 3-5 business days. I could not find a customer service phone # so I chatted online with 4 different Live Agents... all of which gave me the run around. For my troubles, I was given $30 in their OneKey Cash rewards. Yet my bank account was shorted by $600 for 5 days.

I recently had a very disappointing experience with Hotels.com. On September 3, 2024, I booked a hotel room in Houston, Texas, for a stay from September 12, 2024, to September 15, 2024. Realizing I had booked the wrong property, I contacted Hotels.com customer service within an hour of making the reservation, around 8:30 PM. The representative assured me that I would receive a refund, and this was confirmed in two subsequent emails.

I paid through Hotels.com for an overnight stay, and when I arrived discovered the place was so raunchy I couldn't stay there. Vagrants, unregistered "guests," filth, stench, general disorder. Tried to get my money back, and Hotels.com would not back me up. They wrote to say the hotel had decided not to refund my money.

I recently booked room for a Toronto weekend getaway for me, my wife, and young son via Hotels.com. When I arrived at the location to check in, I was told on the phone that the space was a "shared apartment" with other guests. What??.. I told the "manager" that that was not acceptable and, after a bit or wrangling, the manager told me that she was going to process a refund but it would take a couple of days for me to get the money back. A week goes by and no refund so I called the number I had for this manager and was told that I had to contact Hotels.com for the refund.

I have been a Hotel.com/Expedia Customer for over 3 years. Building up those loyalty points for free stays at my favorite hotel. Have have about 6 free stays built up, today as I went to book for these free stay they wiped out the program. There is no way to contact these companies to get some answer. Total waste of time!!! Lesson learnt, just book with the hotel direct and build up their inhouse rewards program. These 3rd party companies are just wayyyy too sketchy.

This is the worst experience of my life. I booked a "cabin" that was as big as a tool shed. The manager has one tooth and was high on **. The bed was on the ground. They stole my cc information and refused to refund. DO NOT STAY anywhere on this site.

I checked into WoodSpring Suites Chicago Romeoville last night, but unfortunately, my reserved room was given to another guest. Additionally, I found the facility to be unsatisfactory in terms of cleanliness and safety. As a result, I had to sleep in my car. I reached out to Hotels.com this morning, and while they issued a refund that may take 7-10 days to process, I was disappointed that there was no offer of a token or discount for my next reservation as a gesture of goodwill. I regret to say that I will have to reconsider using their service in the future.

I am so offended and put off by your commercial of a woman in distress. It literally is a trigger for my anxiety and fear when I hear it come on from the other room. All I can hear is a woman clearly in trouble hand scared. HOW IS THIS APPROPRIATE?? I now associate your website AND COMPANY as being woman haters and promoters of fear. I WILL NEVER TRUST A COMPANY WHO SUPORTS AND PROMOTES THE SUFFERING OF WOMEN.

These idiots cancelled my reservation and lied to me on why. I called the hotel and they said they were fully occupied. Hotels.com said the hotel cancelled due to maintenance issues. Hotels.com also told me they would honor my price at any other hotel in the area. Then that was another lie after I found a new hotel.

Only use this site to identify hotels, but do not use site to book! I was charged $100 more per night than if I'd booked directly. I'm usually more savvy. Feel completely duped. Always book direct on hotel website!

We were charged for three rooms even though we used one. When asked for a refund, they blamed the hotel rather than just owning the extra rooms. It is near impossible to get a human on the phone, spent hours with AI agent. When I did get someone on the phone (although very nice), she was unable to solve the issue of a triple booking. Hotels.com is able to give refunds as they are the ones charging, so to blame a hotel is ludicrous. My suggestion is to book through the hotel.

Hotels.com/Expedia is a scam. Even if you need to cancel reservation after on day and your trip is after two months, they still charge you cancellation fee. I am not going to recommend or book anything with them.