Hotels.com Reviews

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!

I have used Hotels.com for years. I typically spend many thousands of dollars annually for work and pleasure. This month, I accidentally booked a two day trip on the wrong week. The very next after the error, I contacted Hotels.com to fix the error but they were no help. I stayed at the hotel a week early and they assured me when Hotels.com reached out they would cancel. I contacted the hotel several times and they continued to assure me when Hotels.com contacted them they would cancel. Though I had no problem reaching the hotel, Hotels.com tried several times but could not reach the hotel. The policy started during Covid of not allowing cancelations with plenty of thoughtful lead time needs to end. Until it does, I won't be spending another dollar through Hotels.com.

Hotels.com is a pure nightmare. No customer service of any kind. A chatbot that is infantile in its ineffectiveness. Prices higher than dealing direct. Dishonest communications about refunds. Useless follow-up. AI will put them out of business and it can’t come soon enough.

I am 67, retired, and have a disability. Like many people in my situation, I rely on discounted rates (such as handicap or senior pricing) when booking hotel rooms. I believed I was booking directly with a hotel I found online. However, I later discovered I had actually booked through a third-party site that presented itself in a way that made it appear to be the hotel’s official booking page. After arriving at the hotel and checking rates directly with the front desk, I found that I had been charged approximately 30% more than the hotel’s actual rate. I have now requested a billing statement twice and have still not received it. When I called again to follow up, instead of providing the statement, I was offered a partial refund (about 15%), which I was told would take 2–10 days to process. I still have no documentation confirming the original charges.

Received several emails confirming my stay but when I got to hotel there was no reservation. Hotel tried to call and got two messages saying not in service. Found hotel price cheaper by $50, going number to call, waited twenty five minutes to be hung up on. Called back and had to wait another twenty minutes. Issue not resolved

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.