Hotels.com Reviews

We used Hotels.com to book a motel with a pool. The pool for my grandson being the main reason we booked. I arrive and there was a sign on the door saying that the pool was not working. I went in to discuss, the check in clerk said for me to cancel and that she would approve the cancellation. Called Hotels.com and they said that they would cancel and it would take a few weeks to show up on my credit card. Found a motel that did have a pool and drove there. I thought all was well until we were told then that NO there would be no refund. Now, it wasn't that much money- $199. I just don't like to be lied to. Hotels.com doubled down when I tried to get the credit card company to reverse the charge. SO, just be aware of Hotels.com. They are a bunch of liars and apparently proud of it.

I have never been so dissatisfied with a company and its customer service. I cancelled a refundable booking, they did not inform the hotel that I cancelled and so the hotel charged me for the full booking because they were not properly informed. They refuse to help in getting me the refund I deserve for a stay I did not take.

I booked a hotel with them for approximately $180 a night. I woke up after the first night at the hotel to a charge of more than $600 a night. The hotel doesn't even have rooms at that high a price. They refuse to refund the difference.

Would give 0 if possible, contacted and let them know I couldn't make the reservation due to the fires, the hotel has no problem giving me a refund as I already talked to them, Hotels.com says they can't reach anyone after I have given the number to contact multiple times, what a scam and poor way to do business, it has been 3 days and they can't contact hotel when I have for the past 3 days.

Booked a Hotel then cancelled that evening. Received an email confirming the cancellation, Next day I get emails saying they expect me to show, I forwarded the email to them. Called them and they said they never received a cancelation or have record of the number. Called Hotels.com and the guy wanted a photo of the cancellation sent to a email address he just sent to me. 5 minutes later the cancellation email disappeared. Fortunately I printed it out and sending it to VISA fraud Dept. DO NOT USE -PRINT OUT EVERYTHING!

An awful experience. I reserved a hotel for my daughter and family at Spark in San Antonio because it listed an airport shuttle. When they got there, the hotel said a shuttle must be requested 24 hours in advance. Hotels.com refused a refund. The website is misleading and I will be contacting the BBB unless they contact me and provide a refund. Customer service is in another country and useless.

This was by far the WORST experience with a company I have ever experienced. I chose to book now and pay later for a room and they immediately charged me and refused to give back the funds. I had purchased the insurance for free cancellation that they would not honor. After weeks of back and forth and then pointing fingers at the hotel itself (whom never even received the money) they finally agreed to refund it (currently still waiting for it though) but with a fee even though the insurance was supposed to cover that. And they won’t refund insurance, they said it exceeded the 15 days, we’ve been waiting on their response and it’s day 16… how convenient.

I made a reservation for St. Regis in NYC. They did not confirm my reservation. I tried contacting them to no avail. I booked again and Hotels.com charged me twice. I have proof on my charge card. I’m disputing it but Hotels.com won’t take responsibility. This company is beyond awful.

If you book with Hotels.com make sure you check the date of booking. I booked a room and realized wrong date and canceled. They refused to refund my money. I will never book with them again.

Call the hotel first before booking with this site. I found that Hotels.com was more expensive than the hotel charges. And Hotels.com customer service would not honor what the hotel would. I will never use Hotels.com. I could have saved $17.06 by booking directly with the hotel. The hotel denied the request to be able to cancel without losing my complete cost for the stay of $426.66.

Purchased insurance for cancellation purposes because circumstances change. I made reservations with 1 of their hotels on their site hotel Royal. Paid for the reservation in full but had to cancel the trip is until 5 months . Hotel Royal did not give the refund and neither has hotel.com they said I need to pay another $289 to get the $678 refund makes a lot of sense NOT. I just hung up on them and opened a case with my credit card company. Beware of what now going on in these industries and they also refuse to answer your call by using AI.

Want to give 1.5 better did offer a voucher. However it took me way to much time to make it happen. I don't like talking to bots. Especially when booking rooms. The bot made a mistake with booking the wrong date. No refund which took 20 mins to handle just a voucher. And no Hilton rewards thru the app. Which I should have known. Won't be using again. Takes too long and bots are frustrating and stupid frankly.

I lost $450 today because it’s virtually impossible to get in touch with a live person during busy hours. The story is not important, the hotel told me if I could get Hotels.com to call them before midnight they would refund the cancellation. I tried for over an hour and could only reach AI Chat bots and virtual assistants.

Upon check-in, the room was gross. We provided photos to Hotels.com and the hotel nor Hotels.com will refund our money. Who holds people accountable? Apparently nobody. Get the protection… no. I don’t need “protection” when the conditions are not desirable nor healthy. Protection is for cancelling due to my personal issues that may arise. It is not for protecting me from a hotel that should have standards. I don’t need fancy, but I don’t need a disgusting toilet, dirty bed sheets, and filthy floors either! I feel zero support in this matter and Hotels.com is not holding the hotel accountable but keeps offering to book for them.

Listing at 39 E 62 Street NYC Lennox Hill Hotel is a SCAM, no such hotel. Booked 5/14-15/2026, only to find building totally closed and under construction.

I booked a stay at Signature Anaheim Main gate on res#**. When I checked in, upon my entry to the room, the coffee pot was missing, the hair dryer was missing, and most of all, the PHONE did not work. I am elderly and they had me running back and forth 3 times for the amenities. Once I found that the phone didn't work, I went to the front desk once again but was told that the manager was not in, and there was nothing (Kevin) could do for me. I was so upset that I turned in my keys within 30 minutes of entry. I was forced to find another hotel at the last minute. I feel that Hotels.com should have my back to get the first night stay refunded. My calls to Hotels.com keeps getting pushed off to other staff. Nothing has been done to help me!

The room was not as clean or updated as pictured. It smelled of heavy cigarette smoke, despite being listed as a nonsmoking room. We stayed at a different place for our trip due to this. We were unable to reach the property manager via message. Hotels.com, who we used to book this stay, was not at all helpful. They even admitted that they were unable to stay in touch with the property manager by way of message and phone call. We were denied a refund (full or partial), even though we did not stay. Hotels.com told us that it goes against the cancellation policy for this stay, even though we reached out to the property for resolution and got no answer. Ultimately, the apartment was not as described and smelled of smoke, we left within an hour of arriving, we have requested a refund for a falsely-advertised nonsmoking room, but we have been saddled with the full bill. Do not stay here.

Wish I had read reviews before using this app. I paid extra for insurance only to find out the hotel I booked would not honor. Will never use Hotels.com again.

Scammers!!!! We booked through them and then had to cancel. We canceled well within the cancellation period and they are refusing to refund our money. When I call, they say it could take months. However when I booked, they took my money immediately. It's been weeks and I have even called the bank as they say to do. Nothing, no refund from them. They are complete scammers.

We got scammed by Hotels.com. They took our money. We went to check in at the hotel. And they didn’t have our reservation number or my name and they charged us a higher price for the same room. We try to call the phone number on my receipt and got the person at the front desk standing in front of me. She told me I had to call hotels.com. We tried to call them. No good phone number to call hotels.com. Please don’t ever do business with hotels.com if you're smart. Worse customer service and they scam people with higher rates. May 9 2026.

I have used Hotels.com exclusively for making hotel reservations for about the last 25 years. I don't know what's going on with them but I have been trying to cancel 3 reservations this week and their app/website won't allow me to cancel them even though I am 7 weeks within the free cancellation period. One of the reservations has already been paid for. They have told me they are issuing me a refund but I'll believe it when I see it. I called one of the hotels directly and they said I can't cancel it myself because I booked through a 3rd party. They said hotels.com has to cancel it, but hotels.com tells me they can't cancel it either. I am beyond annoyed at this point! I will NEVER use hotels.com again!

Had to cancel a hotel trip due to a major snow storm in the northeast back in February 2026. After numerous calls to Hotels.com and their various sub companies was unable to get a refund. I filed a BBB complaint and shortly after I received an email claiming I will receive a refund for the booking. Weeks later still waiting and playing phone tag with a hotels.com resolution team who can't refund the original payment via PayPal so months later I'm still waiting for the refund. Hotels.com has the worst customer availability. So far have spent hours on the phone with numerous people. See less.

Do NOT use Hotels.com!! Booked a room, 5 minutes later realized I need to change the date and did so, but was charged again, even with policy protection. Got to hotel, they didn’t have my reservation from hotels.com. Tried to talk to someone at hotels.com and all they have is a crappy automated system that is zero help. They are absolutely the worst!!

Horrible service. Use any other online booking. No human contact to help manage bookings or their **. My bookings did not show up on my account. All emails went to spam and got very little confirmation. Thus I ended up double booking with another company and now dealing with trying to get a refund but their sorry a$$ does not have a human to help.

It was horrible. They charge me 4 times for a reservation. I needed to called my Credit card Company to help me. And also I booked a hotel with them and after three days I did not receive the confirmation email. I called the hotel and they said I did not have any reservation.

I received an E-mail from Hotels.com that my rewards were set expire, I had a 4 day trip planned for the end of April 2026. However, we had to cancel because I required emergency knee surgery which took place 22 April 2026. As I am laid up for two weeks, we cancelled our travel plans. I asked Hotels.com to please extend my expiration, but they flat out refused. Even though Hotels.com has done that before for me. Obviously Hotels.com do not care about customer loyalty. Money grabbing **.

Reserved a room for one price, when I inquired about it after my 45-minute wait for customer service I was told the price for the room doubled. I cancelled within an hour. They kept half the money. It’s a scam operation operating legally.

We book through Hotels.com and so far, never had an issue. Until December 12th that is. We had a prepaid reservation for Oyo Las Vegas at Tropicana Blvd. When arriving on that day, they told us the room was given away!!! A prepaid room. Then we were told they will do a new reservation and give us a different room at no cost. Just pay the deposit. We said of course yes. It was late and we need a place to sleep. The staff member created a reservation and told us we need to pay 100 $ deposit plus 50 $ resort fee. 100 $ deposit being refundable the next morning. We took his word. HUGE Mistake.

I was advised by customer service to cancel a refundable reservation because I needed to removed a one night from my reservation. After they canceled my reservation the room prices immediately increased, I needed the room so I booked it. It cost more than if I didn't remove a night. Later my daughter got injured and we could not travel after all. As it ended up the 2nd reservation I made based on the bad advise of customer service was now non-refundable. Hotels.com keep 3 nights of prepaid rooms even though we never made the trip and I tried canceling several times more than 24 hrs in advance. This is unethical behavior by both Hotels.com and Rio Hotel in Las Vegas. I will never use either company again. I used to recommend Hotels.com to people, that changes now.

Like all technology, when it works it's great but it doesn't always work which can be extremely frustrating. When you need to talk to an agent you're confronted by an AI (automated idiot) that makes it's impossible to get to a person with real intelligence.

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!