Hotels.com Reviews

I’ve had one of the worst customer service experiences with Hotels.com. Here’s what everyone should know before booking: No Human Support – You’ll never get a real person on the phone. If you don’t have a booking number or stay on hold for over an hour, you’ll get absolutely nowhere. Points and Free Nights Expire – They’ll wipe out your rewards without notice or concern. Fees When Redeeming Rewards – Even when you use your points or free nights, they still charge fees and give you less value. Terrible Customer Service – It's not just slow, it’s practically non-existent.

BEWARE!!! I recently booked a room from Hotels.com and purchased the cancellation protection for an extra $9. No big deal right? Wrong!! When I had to cancel the room I did so on the HOTELS.COM site with ease. Then after I made my cancellation they offered to cancel the protection policy. I thought ok I guess it's early enough to get that full refund. Wrong!! I only received a refund of the $9 from the policy and not the $126 for the room. How tricky! now they are saying that I cannot get a refund because I cancelled the policy. But I did so afterwards. THIS IS A SCAM!!! they lost a customer for life. I would suggest, book directly to the hotel that you want to stay. But if you happen to book a room through hotels.com DO NOT BUY THE CANCELLATION POLICY!!!!

Have used Hotels.com successfully in the past and they were easy to deal with. Not Anymore.. Horrible response from management regards "lost" credit rewards. They've communicated numerous times there's nothing they can do to salvage any lost credits towards a free booking. Will research alternate hotel booking sites.

Keep in mind when you book with Hotels.com and pay extra for early cancellation then cancel early, it's a third-party insurance company you have to go through. No phone number, you have to set up an account then a claim then they may pay, don't fall for this scam.

I used Hotels.com to book a hotel room in Greece at GK Athens Hotel. I paid $30 extra a night to book a non pre-paid/zero deposit room so I would have flexibility. The hotel incorrectly charged me 235 euros (about $256 USD) for a "deposit." Hotels.com agreed that this was in violation of the reservation agreement. They requested numerous documents from me (credit card statement, message from GK Athens, a non-existent receipt from the hotel, etc.) When I provided all of this they told me to call the hotel myself to ask for a refund. When I really needed their help as the broker of hotels which is their JOB, they bailed. The hotel gave me the run around when I called them internationally. Now I have to go through my credit card to dispute the claim and handle it on my own. DO NOT USE HOTELS.COM!!!!

Expedia and Hotels.com are a scam. Although I have had successful bookings with them over the last decade, they are now horrible. On 03/28 I went onto the hotels.com app to reserve a room. Their app asked me to update my phone # and debit card. I did. Their app clearly says "you will not be charged yet" because I am only making a reservation, not booking to pay for a room yet. I updated my data and then their website charged my card for booking the room. I immediately called their customer service at 800-492-9520 and spoke to a rep. He said he'd contact the hotel to ask for a refund. The room was cancelled. The rep emailed me saying hotels.com was waiting to hear from the hotel.

Paid extra for the the option to pay at hotel with nothing charged at time of booking. Charged immediately for 1 night stay. When I called to ask what is going on he told... "Yea we can basically charge a deposit even though it says pay nothing now."

Within 24 hours of booking I discovered I need a companion for my drive because of a medical condition. I tried to change to 2 beds, and, if I paid it outright it was cheaper than my original reservation. They refused. They are greedy, corporate, idiots, use Booking.com.

We stayed at Riverside Motel in Danville VA this week. So much was missing in the room. No closet at all. No phone or remote control, dirty room, cigarette butt on the floor, no hair dryer and one set of towels. Paid $85.00 plus fees for room.

I purchase a gift card for Hotels.com for $300. When I went to use it to reserve a hotel room on their website it gave me an error message. I then proceeded to call the customer service phone number and was transferred to different Representatives over 16 times and the last and final representative I spoke to told me that there was nothing that they could do and that unfortunately I could not get a refund and could not use my gift card. Stay far away from Hotels.com and do not under any circumstances buy a gift card from their company.

As of today, I deleted my Hotels.com app and will NEVER use them (or Expedia related business) for travel again. I canceled a trip and received notification of cancellation. My recent credit card statement showed a $1103.66 charge to Embassy Suites. After calling Embassy they said it showed a cancellation but also a no show/no book for the room. Since it was 3rd party I needed to call Expedia customer service. The woman there was very nice and said they will escalate and call Embassy to rectify this. Then I received an email from hotels.com that they contacted Embassy Suites and they refuse any refund. Sorry but we can't do anything about it.

Hotels.com seems to use a scam to make it so you cannot cancel a reservation within the time-frame they say you can. I wanted to cancel the day before (Hotels.com says I can cancel until 4pm on that day). Started to try at 10am. I keep getting a message that says "There is a problem on our side- try again later." I have continued to try- and of course- I cannot get to the reservation to cancel. They happily let me on to their site to make a new reservation. And they will let me get to the reservation after signing in- but they very carefully make sure you cannot get to anything that will allow you to cancel from your signed in page. Seems blatantly illegal..

Tried to book room for 1 night, it stated after check out that could not proceed but yet charged my card 4 times. That happened within like 2 seconds and now they stating it will take 4-5 business days to get my money back, this is like almost $500.

The guy I talked about the hotel charging the amount and putting a hold on my card told me to sleep in my car. They were absolutely zero help and they can’t help with anything but they have no problem getting paid.

I had a reservation in CA that I made through Hotels.com. I contacted an agent at Hotels.com a week before my trip to ask about possibly checking out a day early. I received an email from Hotels.com, stating that they contacted the hotel and updated my checkout date “without any penalties”. After I checked out I noticed I was charged almost $500 more than what I was quoted by Hotels.com. When I contacted the hotel, they informed me that they had discussed the change in rates with the Hotels.com agent who made my reservation change, and the agent approved the higher rates without discussing it with me first and getting my approval.

Hotels.com is a FRAUD. I cancelled a reservation well within the cancellation window. But Hotels.com is actually claiming they never charged me, even though the charge is quite clear on my credit card statement. So I have no choice but to dispute the charge with my bank. HOTELS.COM ARE CROOKS.

What a terrible company. I reserved a hotel through this company and put protection insurance on the reservation. I had to cancel and spent 5 days jumping through hoops to try and get my refund. Hotels.com emailed me stating they contacted the hotel several times and the hotel never responded. I contacted the hotel, and they said Hotels.com never reached out. This company plays games and will string you along if there are any issues. They were not helpful at all.

I’m a 100% retired combat Veteran and I’m absolutely disgusted with Hotels.com and WILL NEVER use them again. I highly recommend NOT using this company. I reserved two hotel rooms in Amarillo Texas through hotels.com to fly out the following day. However, the day prior, extremely cold weather hit the area causing a lot of icing on the roads. Anyone who lives in the Amarillo, Texas area knows how bad those country roads get in that area, to include northern New Mexico. We depend on Amarillo’s airport as it serves the rural area which my drive is about two hours from home to airport.

I wish zero stars was an option. I have used Hotels.com for nearly 10 years and rarely had an issue. In the last year alone, I have booked over 30 nights' worth of hotel stays. On Thursday, January 30 at 1013 am, I booked the wrong hotel. I had hit the back button and somehow clicked the wrong hotel. The hotel was in the same price range so I wasn't too concerned until I thought I ought to check the hotel. The reviews were terrible. Nearly every review said there were bed bugs and roaches. I have a disabled 2-year-old and a 1-year-old. Staying at that hotel was out of the question. I immediately contacted Hotels.com because this was a same-day check-in booking. They tried multiple times to reach the hotel by the 2 numbers the hotel provided. Neither number worked. I tried the numbers to no avail. I messaged the hotel via hotels.com website system and never received a reply.

Made a reservation and realized it was on a date that we could not go. Tried to cancel the reservation 5 hours later. Hotels.com written policy said cancellations are accepted up to 72 hours prior to the reservation date, which is 7 weeks away. When we called the hotel, they said we had to speak with Hotels.com, and to speak with a manager if there was any issue.

I recently had a horrendous experience with Hotels.com, which has cost me hours of my time, immense frustration, and the need to dispute the charge through American Express just to get a resolution. Here’s what happened: 1. Website Glitch Caused Incorrect Booking Dates. I booked a stay at La Quinta Inn & Suites by Wyndham Cocoa Beach Oceanfront, intending to stay July 19th - July 21st. However, due to what I suspect was a caching issue on Hotels.com’s website, my reservation was booked for July 11th instead—a mistake caused by their system, not mine.

Wow, what has happened to Hotels.com. I have used them for years, have enjoyed the free room nights, and have almost always maintained a Silver status with them. Today, I go to book a room as part of an upcoming vacation, and select the “RESERVE NOW” (Your credit card will not be charged now) option, and lo and behold, my card is immediately charged. This is for a reservation for August! Of course, even as a Silver member, there is absolutely NO way to talk to anybody, just BOT recordings running you in circles. I guess, no more using Hotels.com

I booked two nights at a hotel in Chicago. I called the hotel directly to confirm the bookings and was notified that one of the rooms had been cancelled, forcing my group to find lodgings elsewhere. Thankfully, I found out in advance so we had time to make other arrangements but they were much farther away from our desired location. Hotels.com did not even show that the second room was cancelled and was no help in rectifying the situation. I will not be using them again.

We made our booking through Hotels.com approximately one month ago. We received an email confirmation, along with our reservation number. Upon arrival at the hotel, we were told they had no record of our reservation. After attempting to call Hotels.com no answer, so forced to use the online-agent method. After messaging back/forth answering the exact same questions multiple times, we were met with incompetency, then transferred to another "higher up", also incompetent. Finally transferred again to 3rd agent "higher up", who again asked the exact same questions that were already answered multiple times in the ongoing thread. After 30 minutes of pure frustration, the online agent finally agreed to call the hotel to confirm our reservation.

Absolute garbage booking service. They have the worst customer service and are an absolute ripoff! Didn’t help with reservation and don’t stand by their promises. Do yourself a favor and book anywhere else. In fact, you’d be better off giving your money to a crackhead and asking them to book you a room.

I am extremely disappointed with my recent experience with Hotels.com. I booked a hotel through their platform only to discover upon arrival that the hotel was closed. Hotels.com offered no prior warning about this issue, leaving me stranded and forced to find alternative accommodations at my own expense. While I reached out to their customer service team for a resolution, the response was frustratingly inadequate. They credited me with 85 One Key Cash points, which I later used for another booking, but this does not come close to covering the inconvenience, additional costs, and stress caused by their lack of proper communication and support. I trusted Hotels.com as a reliable booking platform, but this experience has made me question their commitment to customer satisfaction. I hope they take this feedback seriously and improve their service for future customers.

I am totally shocked that a company like this is still in business. I had a reservation for today and tried to change the date and location of my booking and was told that I would not be able to do so. I have a real problem with this especially the request was made well in advance of 24 hours. I did not request a refund or cancellation, but I did however waste almost an hour of time which I can never get back l, only to be told that my reservation could not be changed and that I would have to cancel and make another reservation.

I used it once and never again. They are total scammers. Maybe use it to find a hotel, but do not book through them. Go ahead and make the reservations directly with hotel. They will take your money, and if there is any change or cancellation, they keep your money!

Horrible service, this company should not even be in business. They do not keep their word and you will not receive a refund due to cancellation even tho it says 100% refundable. They do not answer or return phone calls and the virtual assistant provides fake information to make It seem promising and secure. This is a complete scam. I actually plan on suing them for fraud.

Hotels.com is horrible!!! I’m writing this review because I’ve been screwed over by them many times and I have had enough. My most recent experience finally broke any chance I would use them again. I booked a hotel and paid ahead. A major deadly winter storm will impact travel in this hotels area. I cannot travel at all during this time so I asked to cancel and was charged the whole amount because of my inability to travel in dangerous conditions. I called hotel and Hotels.com and both blamed each other for not issuing a refund of any sort. I have made three reservations in the past and paid and when I arrived at the hotels they had no record of my purchase thru them. I have had enough of their crap and I am done with this scam company. Do yourself a favor and go thru hotel site and your reservation will be there and save all of the predatory fees of hotels.com.

I can go into detail, but I won’t. This company has messed me up so many times I can’t tell you I’ve used them way too many times I should not have continued using them. They’ve made so many errors mistakes on all my reservations. Be careful.

Our reservation for a Mexico hotel was cancelled on the day of the reservation while we were in the airport. Spent hours on the live chat and eventually texted with a supervisor and nothing was done to accommodate us.

They are a rip off. Had to cancel my Hotel due to not being able to go and they refused to issue a refund. Kept saying it was a non refundable room but they would try and contact the hotel and see if they could get me one. This went on for over a week with emails saying they couldn't reach the hotel. Finally I called the hotel only to find out that the room had already been cancelled. The hotel wasn't going to charge for the room and had nothing to do with charging me. I informed Hotels.com in chat that I knew about this and they kept telling me over and over that they couldn't reach the hotel and that they couldn't issue a refund and never would acknowledge that it was them that refused to issue the refund, not the Hotel. They are rude and greedy and I will never use them again. They did finally refund my money after I got ugly which I hated to do but it was the only way.

When I arrived at my booking I was informed that their computer system was down and they were unable to check in guests and unable to generate room cards. I asked if I could cancel the reservation. They advised that they cancelled in their system, but I would need to contact Hotels.com for a refund. I immediately called Hotels.com and requested the refund. The person assisting was not able to immediately contact the hotel, but assured me that the refund would be taken care of. At that point I booked a nearby hotel and left the original hotel. Several days later I was informed that I will not be provided a refund, even though I was assured of such by a representative. The only available communication method is chat.

Made a same-day reservation through Hotels.com and arrived that evening at the hotel with my Hotels.com confirmation number and was told there was no record of the transaction ever transmitted from Hotels.com and the room was not available.

This company, Hotels.com, is deceptive, shady and slippery. CALL YOUR HOTEL DIRECT. DO NOT USE A THIRD PARTY. We have used Hotels.com in the past but will not return and are sharing our experience to prevent others from a similar experience. While placing a reservation, I noticed the date kept defaulting to an incorrect date. I closed all the windows, cleared cookies. etc, thinking that could be an issue. Upon placing the reservation, their website once again defaulted to the incorrect date. I did not catch it quick enough, and the order was placed. No problem, I thought, they can change the date for us, surely! WRONG.

They made a very difficult, and almost impossible to redeem your rewards, 2 years ago when Expedia took over all of our reward nights were gone. We saved up 10 more and then they Said they expired. Now their website says they have technically issues, over the last 5 years we've only been able to redeem one night, I'll be using another hotel booking service going forward, in my opinion there are shady and dishonest company.

The Hotels.com site lists details included with the reservation price that aren't added to the confirmation receipt. This leaves the customer having to later argue with the hotel to get what they thought they had. For example... I booked a Kimpton EPIC Hotel stay for 1/1/25 - 1/4/25 for a high floor bedroom suite king bed room. The confirmation receipt has everything noted but the high floor request, which was the major reason I'd booked through hotels.com. The hotel said they couldn't guarantee the high floor so I canceled the hotels.com reservation. I brought this to the attention of a hotels.com rep years ago and I see it's still a problem. I won't do business through them again.

I would recommend the Extended Stay of the Woodlands to anyone. The staff is very helpful and friendly! I had to stay there due to the hurricane and even in all the crazy the staff maintained a very warm and welcoming environment. Miss Joyce and Miss Channa are amazing. I highly recommend this hotel.

Hotels.com is a horrible booking site. The hotels are falsely advertised as clean hotels. They refuse to honor their trip insurance when the hotel booked is dangerous to stay at. People passed out in the lobby. Dirty hotel. The OYO hotel in Douglas Georgia is full of drug users.

This company actually facilitates horrible business by NOT allowing honest reviews... I've stringently followed their guidelines, yet they keep flagging it for change because they don't like the negativity.. There's a reason nothing they offer has horrible reviews.... I'll NEVER use their "service" again.

If I could do negative stars I would. Firstly can't speak to anyone, everything is virtual, secondly they are crooks. Room booked 200$ flight was cancelled, so I cancelled the room, again didn't see the very very veryyyy small print it was non refundable until I saw the balance and went, "Oh no..." so within minutes was online. During in that time airline put me on a new flight and I would now be able to use the room. Nope. They won't give me back the room or my money. Said it's the hotel's policy.

Hotels.com gets zero stars from me. When I arrived at my hotel, the hotel did not honor the agreement I had with hotels.com in reserving this room, the hotel would not give me the room I reserved and paid extra for, and they would not refund my money, even the extra money I paid. The room was a literal death trap. When the hotel personnel refused to help, I contacted hotels.com and they have said repeatedly that there is nothing they can do. They can't be possible. They continue to deal with this hotel. In summary (1) hotels.com guaranteed my room; (2) the hotel would not honor the guarantee; (3) the hotel pulled a bait and switch, accepting extra money to provide me with a room that didn't exist; (4) hotels.com could not help me find a substitute (keep in mind, I already paid hotels.com; (5) the room was a deathtrap and I could not stay in it. Please do not EVER use hotels.com.

I have used Booking.com for several years with well over 25 reservations. My last booking was a disaster. I received very poor customer service by many and for several days. After checking into a room that was full of bedbugs and roaches they offered to give me ONLY $10 back on my stay. I will not be using this app anymore. I recommend using a different company. I’m very disappointed in what this company has become. After spending almost 5 hours of my time trying to resolve my refund because I was unable to stay in such dirty bug infested room that I pre-paid for with booking.com. I got nowhere. No refund. Unacceptable and false advertisement.

Hotels.com should not have any star. Made a reservation on Friday, next day need to cancel because we have more people. When process cancel realize there is no refund but the finger is faster than the mind. Click on yes cancel so quick, but then I quickly try to find someone to chat to undo but they don’t have anyone for you to talk to other than virtual chat and chat agent online. It was such a hassle waiting and got disconnected a few times. They came back and told me that they can't do anything for me. That means they took $450 from me. I understand every business have a policy to follow but it have to be within reasonable. Mind you my reservation is a month in advance. And all communication was done right at the time. My first and last. Would not use hotels.com ever again. They are a real scam.

The customer service is pretty terrible. They claim to match prices for hotels, but when you try to claim it, you have to search outside of the website to find the customer service number, and then after nearly 30 minutes of trying to get the lower price, they weren't able to honor their 'guarantee'. I don't typically write negative reviews but the whole reason I use sites like this is to get the lowest price, so being scammed out of nearly $150 for a weekend trip is distressing. Since switching over to the new service I've been more disappointed with the site than not. I'm going to stop using it and start just booking from the hotels directly. At least they will honor price differences.

1. The tub was filthy. I used my finger nail to scrape the dirt for confirmation, it was dirt. I killed a roach in the room, a lot of rust in the microwave. The microwave needs to be trashed. The shower up top was dirty, sink dirty. There was a man's dirty sock left on the side of the bed. Employees smoking weed at the front entrance, scent was in main lobby. Not to mention the group of bikers & truckers… that gathered next to the hotel parking lot near our room, they partied, played loud music, and raised their engines late night. This is a regular Friday & Saturday event. Surely management can mention this to authorities. I will Never recommend this hotel to anyone except the health department.

I was charged for two nights after a one night stay in Lubbock, Texas. I sent Hotels.com a credit card statement with the double charge clearly marked. Yet Hotels.com took the WORD of Days Inn Wyndham over my WRITTEN proof. I'll never use either HCOM OR DAYS INN again. Suggest others do likewise.

I tried to book hotel but website said my card was declined. But it charged me instead and Hotels.com never send me an email about the reservation or the receipt for the charges. So I'm stuck paying $1100 bill that I didn’t even book and Capital One is siding with hotels.com, I will be dropping capital one also, they don’t help their customers at all.

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.

It's a complete scam. They claim to find deals yet charged us $100 more than if we had booked with the hotel for a 2 night stay. I was emailed 2 receipts, one with a lower fee from the hotel and one with the $100 higher fee from Hotels.com. When I called, customer service claimed they have their own fee because they are a travel agent. It's a complete ripoff for them to claim they find deals. Never using them again. Only booking directly from the hotel from now on.

When hurricane Beryl came through Houston last month we lost power for 11 days. We booked a room in Houston through Hotels.com. When we arrived at the hotel to check in we were told their booking system had been down and that they didn't have any rooms available. We were told to contact Hotels.com for a refund. We requested a refund which was denied because Hotels.com could not make contact with the property manager to verify that we were turned away. I do not recommend Hotels.com. I hear this same type story from others including Discover. Hotels.com is not trustworthy!

Couldn't book through the website due to an error message that kept coming to. Tried calling to talk to a representative. The background noise was so loud in addition to very broken English made it near impossible to make sense of what I was being told. They gave me another number to call and after waiting forever to talk to someone we were disconnected!!!! It was such a joke!!! Never ever will deal with them again.

Do Not use this website! Book directly with the hotel. This company and its owner company are greedy extortionists. I booked a room and cancelled within 24 hours, with two full weeks to go before staying there. Nowhere in the ad does it say my booking was NON REFUNDABLE. The customer service rep kept hiding behind the “policy”. I have screenshots saved of the ad and nowhere does it say nonrefundable. It wasn’t until after I paid where in the fine print of the receipt is said nonrefundable. Absolute joke, both Hotels.com and Expedia. I will never use either of these companies again. I hope they put my $600 to good use, and it really outweighs the lost opportunity cost of me using their services in the future. Absolute thieves.

HOTELS.COM IS A SCAM!! I booked a hotel on Hotels.com for 5 nights in Moab Utah in July, per their recommendation. When we showed up to the "Motel" there was no office or anyone present to let us into the building or our room. There was 2 phone numbers on the door to call. 1st number was disconnected, 2nd number was a person who gave us a code to get into our room. When we got into our room, it had no hot water, we called the number and they sent a maintenance man down from upstairs to look at it. He couldn't figure it out so he put us in another room that didn't have air conditioning. Obviously in July in Moab is way too hot for no AC. We were up all night due to the heat, load noises and a moving truck. That morning the maintenance man and his family had left and we had no way to get our AC fixed. We then tried to call the 2 phone numbers on the front door but now both of them were disconnected.

Update: Refund Processed Successfully. I wanted to share a quick update regarding our recent experience with Hotels.com, as I know many are aware of the challenges faced with this platform. After a considerable amount of back and forth, I'm relieved to inform you that Hotels.com has finally processed our refund.

It took numerous chats, emails and a lot of persistence, but ultimately, the issue was resolved, and we received our money back. I understand that dealing with customer service can often be frustrating, and it certainly test patience at times. However, it's comforting to know that persistence can prevail in such situations.

Hotel.com does not stand behind customers. Here is a review I left at the hotel website that also is about hotel.com. This should be a zero star in all aspects! Total scam. Hotel wanted deposit in cash! Charged credit card extra for transaction far beyond what is reasonable for a hotel deposit. Booked on hotel.com. Pictures on hotel.com and the actual website of this hotel are not even close to actual. Reported to hotel.com and they don't care and property will not refund because the room door was opened with no stay. Stains, dirty, buggy and partially boarded up. Calling credit card company next for a dispute. Don't say here and don't use hotel.com

I would never recommend to anyone to buy from here, I recently had a bad experience with hotel.com and they refused to refund my money including the insurance. All they kept saying was unfortunately we can't refund your money and first they blame the resort and when I call the resort the manager stated that they never got the money because I informed them that I made a mistake and cancelled within an hour of booking. But Hotels.com stole my money over $400 now I am filing a BB complaint and a dispute from my bank. That's a shame that companies like this steal from good customers. I even bought travel protection that covers $3000 and they still refused to refund my money.

I booked a hotel through Hotels.com in Canada. I drove 3 hours to my hotel only to find they had no reservation under my name. After 90 minutes online with customer support, I was told I had canceled my reservation! What?? I had multiple confirmations and my reservation was still active on the APP and they bilked my credit card. I ended up having to pay for a last-minute room and now have to deal with challenging the credit card charges. Never again.

Based on my personal experience this is a message to others. Be careful booking through Hotels.com and do your research. My experience using their website was not what I expected but now I know to go direct to the brand itself.

I booked two rooms with two Queen beds each for two nights with a roll-a-way. This was in Sturgeon Bay, WI. When I arrived, the desk attendant at Super 8 informed me that they only received a reservation for one room and said the roll-a-ways were not permitted because of fire regulations. There were no rooms available anywhere. Hotels.com misrepresented what was available for extra beds and the number of rooms we reserved (2 rooms appeared on our reservation print out). We were 4 hours from home and left in a desperate state. I will never reserve again with this sham website!!!

Hotels.com is absolutely no help to their customers. After a hurricane we lost power for a week. We tried to book a hotel to have some electricity for a night. The hotel we booked was in a neighboring city and was still accepting reservations. Little did we know the hotel we booked did not have power. A few hours before our reservation the hotel called to let us know that they didn’t have power and if we wanted to cancel our reservation. We let them know we did want to cancel. We reached out to hotels.com to let them know that the hotel didn’t have power and we’d like a refund. They gave us the runaround and have for a month. They have been no help, and will not issue us a refund. It’s preposterous. I will no longer use hotels.com to book any kind of travel.

Stay in hotel order from Hotels.com. Stay was from 7-26th thru 7-28th. Room had a bleach stain outline of a body with a blood stain red mark in center. Had to wear shoes everywhere in room. Contacted hotels.com investigation. Said nothing they could do about it. Offered me points to stay in the same hotel at another time. Did nothing for my trip.

I would not recommend them. I was charged twice for a room I booked in Kansas City back on June 29. I obviously didn’t notice until I got my credit card statement 3 weeks later. When I called them to protest the claim, they said there was nothing they could do since it was past the booking date. I asked to talk to a supervisor and was told they were busy but would call me back within the next 2 to 3 hours. I never heard back from them.

Hotels.com does not protect you or back you if you run into a problem with your hotel. They also make it next to impossible to post a negative review on hotels.com. You have to come to this site to post.

They have horrible customer service. Unable to resolve any of my concerns and issues. They created a duplicate booking and were unable to cancel it and therefore made me pay the consequences of a no show fee. They are a scam and deceitful.

I recently booked using Hotels.com. I applied "breakfast included" filter and based on the results I choosed Hilton Garden Inn Ridgefield Park. When I checked in and went for breakfast, they told me that, "Breakfast is not included for you." when I contact Hotels.com they didn't accepted their fault at all and keep saying this is how filter should work. NOOOO this is not how it works on other platforms, Breakfast Included filter is intended to do something and you guys are not doing that. Just scamming people...Stay away from Hotels.com. Check the attached screenshot, it shows breakfast included filter applied and showing Hilton as option there.

I’ve used Hotels.com for 10 years but I’m done! I selected a hotel and a room and the total charge including taxes and fees showed $408. I was charged $537 and couldn’t get the overcharge refunded. I was told that I needed a screenshot of the price that was listed when I selected my room. How was I to know there would be an issues and know to do a screenshot? When I saw the overcharge, I went back and did a screenshot which showed the price of $408. I spent an hour and a half trying to get my $130 back and all I got was a headache and a resolve to never use this booking site again!

I booked a 8 nights stay at Pleasure Suites, Ghanzi, Botswana via Hotels.com. When we arrived (my daughter and I) to the accommodation, it was fully booked and I was informed that no booking was done for us, they also said that they do not work with Hotels.com! While still at the accommodation I checked online and saw that hotels.com was still proposing 3 rooms at this very same accommodation. Horrible experience shared by lot of others, now they do anything to not refund. Do not book through HOTELS.COM! Horrible!

I've used this service for years, at times wondering about Customer Service and policies, I've discovered staggering deception and dishonesty for a refund of which I qualified, try Trivago, Trip Advisor, Priceline or others, I certainly will...

I've used Hotels.com several times and always thought they were getting me the best deal. However, there was a mix-up at our last hotel where the hotel accidentally charged me also after I had already paid through booking with hotels.com. The difference was $128.55 more for the hotels.com fee. So I could've had a better deal just going directly to the hotel. This was a 2 night stay. I reached out to hotels.com to ask them to reimburse me since the hotel charged me a cheaper fare and they just had the hotel refund me and kept their more expensive charge. This was after I explained that it was supposedly a 'last minute' deal. Needless to say, I will not be using hotels.com again.

I wish I could give zero stars but this will have to do in order to warn people about hotels.com. After being a customer for over 6 years using them out of convenience of the app to use on my phone I finally had a first claim of wrongly charged fees by a booking I cancelled 1 hour and 30 minutes after the initial booking. The hotel ended up charging me $328 as a no-show and Hotels.com did not help to get this charge reversed. I just received an email stating that the hotel policy has priority and there is nothing they can do.

Hotel was horrendous! No working electric in bathroom, dirty, no washcloths, had to plug hair dryer into strip plug, power kept shutting off during process, no mirror to see how I was drying my hair. Son got a soda and said it tasted "weird". Soda expired 2 years prior!!! Called Hotels.com, they did not refund my money after ruining my weekend. I was at a conference and it added much stress after already being stressed as a guest at the conference.

Hotels.com does not guarantee room or price. Hotels are able to add any facility fee they like to hotels.com pricing, which is not shown on website. So basically the room price shown on Hotels.com is meaningless. They take your money under misrepresentation with no recourse.

My hotel got canceled with out Hotels.com notifying me. Not only did they not find me another hotel but they did NOT give me a refund. Don’t let Hotels.com ruined your vacation and book somewhere else. Do Not trust them. Customer service is a joke.

I will never use Hotels.com again! I booked a hotel. The hotel's power went out. No lights or ac. The temp was 97. I refuse to stay and hotels.com refused to refund me. I was told all they owed me was a place to stay.

Even though my unfortunate circumstances didn't resolve the way everyone had planned, the customer service and agents for this company were overly helpful, and very professional, caring, and prompt. Throughout the month the company stayed in contact with updates and was very considerate of my situation and willing to exhaust any avenue needed to get my situation resolved. I appreciate the genuine concern and care that this company provided me. *Virtual agents (many different). *Florence **

Booked trip to Boston hotel only in May 2024. My credit card was charged $2607 by Hotels.com but my hotel receipt totaled $1981. When I showed my credit card statement, hotels.com receipt and the hotel receipt to the hotels.com live agent (because they don’t have a call in number purposely) I was told they can’t help because I should have been charged $2616 when none of it makes sense showing my documents. When I asked for supervisor, they said transferring and after 15 mins no activity. I would use the hotel shown on hotels.com and contact the hotel directly for better rates and service. Do NOT use hotels.com

I hope there were a choice of choosing 0 star which is more appropriate for Hotels.com. They provided faulty service (from multiple staff) and hard communication and refusal for mistake correction. It had taken us extra 3 hours resolving the issue myself.

Do not use Hotels.com. I booked a room and yes my mistake did not realize I had booked July 29, not June 29. When I arrived at hotel, they did not have my reservation. When I showed them my confirmation email we found my mistake, lucky for me they did have a room that I stayed for the night but I had to pay for and can not receive refund. Hotel says Hotels.com is a 3rd party and they have no control over transaction.

Customer service here is a joke. They migrated to OneKey Cash rewards for so-called benefits last year instead of stamps. Everywhere in their site and on my emails they are set to expire 18 months from last booking. They reminded me to use my points the morning of expiration. When I tried to book at lunchtime, the points were gone. Their customer service agents, wherever they are in Asia, all say different responses to me in broken English. I won't be booking with them again.

These people are crooks and should not be in business. Do not book on this site unless you want your card charged and the hotel to call and say they have no rooms and you have to get your money back from Hotels.com, who make several excuses as if it's not their fault in order not to refund you which causes additional problems, so you have to take it up with your credit card company. They have no phone number to contact them and chat lies and put you off with further excuses. If interested in a class action reach out to me.

I actually wouldn't even give them a one. I mistakenly booked a night online and within 53 min called them to cancel it as it was an error and I already had booked thought them for correct dates 4 weeks later at the same property.. They refused to cancel the reservation and waive any fees because they couldn't reach the hotel they said. The next day they charged my card for the full amount of the stay when I wasn't even in the state of the hotel. Stay clear of this site. They don't have your back if anything goes wrong.

I am Nikhil ** kindly inform that my booking reference number is **. I come from the USA due to work and stay at spark by Hilton london Romford at 4/06 to 7/06. But I have some problems so I address you. Your staffs are not co-operative and it’s take too longer to get any kind of services. And main things is at night bed bugs on the bed so I can’t sleep properly. Later it I inform the your staff at midnight and they arrange the another room and shift to another room but this whole process take too much longer time due to your staff late response so I can’t sleep probably and next day I attend the meeting and do work. But I can’t focus on my work due to lack of sleep because I already traveled from the USA and it’s almost 12 hours journey and again face this kind of problem so not well performed in my work so my client was disappointed for my work and I describe all things but they never understood situation. So suggest me what should I do. And I want to claim compensation. Here I attached some pictures and videos of situation of room and bed bugs.

On May 27, 2024 I made a booking for two rooms in Lincoln Inn in Venice California for arrival on June 14th. On June 13, a day before we were due to arrive, I received an email that Hotels.com unilaterally canceled my bookings. The given reason was "most likely for payment issues." However, they successfully charged and re-credited my account for the full amount of booking as well as 15.99 service fee, which I considered the disservice fee. To add insult to injury, apparently, they didn't inform Lincoln Inn of their decision, thus Lincoln Inn also charged me a fee of 186.85!

I had been a long time customer of Hotels.com and had accumulated a couple of free nights. Then they decide to convert them to One Key and robbed me $300+ by expiring them. Not acceptable, bad business practices. Is this how you are going to build loyalty. Avoid them at all costs…

Terrible company. I booked two nights at a motel through Hotels.com. When I made my booking, the program asked me if I wanted to pay an extra $5 for breakfast. I checked yes and was charged an extra 5 dollars. When I got to the motel I was told that they don't serve breakfast. I contacted Hotels.com. I spent 10 minutes on hold and then another 30 minutes on the phone with the customer disservice rep. After all that time they refused to refund my $5. It is not a big sum but I do not like to get charged for something I never received (in fact was never even available). They are crooks! Do not do business with them ever. I know I won't. BTW the hotel was a dump - garbage bins overflowing on the ground, cigarette butts everywhere, a broken down pick up parked in front of my room.

Absolute ridiculous "service". After 180+ bookings, first time we need their help they do not assist at all. They do not follow up on our cancellation request and end up costing us 2.500 dollars. Afterwards they do not get back to us as promised. They offer compensation of 500 dollars for their mistake. WILL NEVER BOOK WITH THEM AGAIN.

Second time using Hotels.com = Second Hotels.com failure!! First Time was a rental car and when my flight was delayed and I went to the service counter, the agent had just left for the night. Another car rental counter was able to help me and get me off to my final destination, but Hotels.com would not refund my initial payment for the original car that I was not able to get because the agent simply was not there. Occasion happened when Hotel cancel my hotel reservation just prior to arriving there for no apparent reason. I’m waiting for the refund on the deposit on the said room (that they canceled the reservation for) that I had to go around and pay for on my own in order to have a place to stay…

I had been a long time customer till they joined One Key and converted my reward nights into cash I could use to book future nights. They told me I had 18 months to use that cash then took it away after 12 months with no room for negotiation-just saying they were sorry for the inconvenience. Buyer beware.

We booked a condo through Hotels.com for May 2024. 2 days before we were to go a family member passed away and we couldn’t go. We were passed our refund date but under our circumstance, we expected some compassion and get at least part of our refund. But we lost all the money. I'm so disappointed at Hotels.com that I will think twice before booking with them again.

I do not recommend Hotels.com and I will no longer use them. We booked a one night stay 8 days in advance, paid in full and non-refundable. The day before our stay, we received an e-mail from hotels.com saying that our stay had been cancelled "at our request" and that we would be refunded. Unable to speak with anyone at hotels.com, we called the hotel and said that we had not requested the cancelation, but they said they had received the cancelation from hotels.com, that another reservation came in afterwards and that they were fully booked. We had to find alternative accommodation with limited options since our stay was only 1 day away. What is the point of reserving in advance and fully paying a non-refundable reservation if hotels.com can just cancel at the last minute?

Hotels.com is not recommended. The prices are not better than calling to the hotel directly. Besides the information is misleading. For example I had selected with breakfast, when I got there no breakfast. When you try to call customer service it asks for an itinerary number which suppose to be on your email or on the app and it is not so the call drops if you do not have that number. I would not recommend this website for your bookings.

You never put your bank information in the website. They playing a game with hotels to take your money and you don't have no one to talk with it. They take $800 dollars for my account and no one can help.

These people are criminals, plain and simple. Booked a stay from Friday to Monday in Atlanta. The number and email given to me by Hotels.com was to the owner of the property in Atlanta, who asked for a security deposit to be sent be PayPal. A day later, hotels.com sends out an email warning about requests to send money via PayPal (citing fraud), yet the email and phone number are still on the website. I cancel the Friday of the stay weeks in advance and arrive on Saturday, whereupon I can't check in, because my check-in was Friday (online, so I can't get in when I'm there in person)! All the way to Atlanta with two teens and a pet in the car, nowhere to go. Then hotels.com says there is no refund or credit! This after the fact that hotels.com knew that their partners are committing fraud and I canceled according to their regs! Congrats, hotels.com. Take the money and run. Support fraudulent practices and then try to wash your hands of it.

I booked a hotel through Hotels.com. The price was $92 a night. When the actual itemization came through it was ONLY the first night that was at that price. Additional nights are NOT at $92 but more at their discretion. I contacted customer service and spoke to Rameen (not sure of spelling). He was no help. Very argumentative. Said they book by total and that the cost per night is not stated, it's an average and depends on hotel, room and stay. I picked the hotel, picked the room and stay at $92 a night. They charged $92 for the first night ONLY. Beware!!!! Scam if ever I saw one.

I booked a room by accident and then immediately tried to cancel it but Hotels.com refused to refund my money. It was also next up impossible to reach an actual human to speak to. I will never use their services again.

Clarion Inn & Suites Near Downtown Knoxville, Tennessee, United States of America. Hotels.com will NOT let me submit this review... You cannot tell me that this hotel has not been reported to Hotels.com in order for them to update and correct the description of the hotel! In fact, this hotel should be reported to authorities. I needed a last minute hotel night, going through Knoxville Tennessee. The pictures on Hotels.com looked fine, nothing would’ve led me to put to believe the horror of what this hotel truly is.

I made a purchase through Hotels.com for a rental car with my Chime credit card not knowing I could not use the same credit card to pick up car when I arrived at my destination until after I completed my purchase. So I called and was then told I could not get a refund for over 200 dollars even though it was only 20 minutes after I purchased the rental. So even though I will not be using a vehicle I am out 200+ dollars for something I did not even get to experience. They are ripping people off and do not even care!! How do you charge someone who did not use anything you offer when you did not make them aware they would not be able to use a certain type of credit card until after purchase. So glad I did not travel all the way from Florida to be stuck at Denver Airport and also be robbed for 200+ dollars with no way to travel because if I would not have asked I would have never known!!! Absolutely ridiculous and shady!!

Never use this site! I made a reservation for Holiday Inn on Tuesday @6:52pm and due to unseen emergency I canceled reservation 2 hrs later... My loss is $238.50.. I was told no refunds. Not fair to me.

Do not use them. We were driving in a severe storm and needed a hotel because it was impossible to see where we were going. We went to the site Hotels.com and reserved a room at 11pm in Rocky Mount NC. We got there and they didn't have a room reserved for us but offered to provide a room if we wanted to pay for it. We contacted hotels.com and they said we were a no show because it took too long for us to check in. We lost $126 and spend the night sleeping in our car on the side of the road until the storm passed rather than double pay for a room. Hotels.com had no phone number and everything was done by text. Will never use them again.

Absolute garbage. Will never use Hotels.com again. The listing was misleading, promising a jetted tub suite, but when we got there, there was no jetted tub and no suite, just a basic room. This is NOT what we paid extra on the room for -- the listing was a flat-out lie. The hotel clerk said that the room we booked doesn't exist, but he wouldn't give us a refund. We went round and round with the people at hotels.com for almost 2 hours on the phone, trying to get a refund, and finally they agreed to it. Our weekend anniversary trip was ruined thanks to this dump of a company.

I'd been using Hotels.com for almost 4 yrs collecting "points" from hotels in different parts of the world and then one day I go to try to redeem one of my "free nights" and I'm told I don't have any...

I booked a hotel for my daughter's soccer tournament in NJ over the weekend. Paid nearly 400$ 3 weeks in advance. We drove Friday evening from MA to NJ. We got there at late evening to find out that we didn't have a room! The hotel (Homewood Suites Somerset, NJ) claimed the booking was canceled by the Hotels.com that morning. We called the Hotels.com, the rep couldn't explain why our reservation was cancelled and tried to book another hotel in the area for nearly 1.5 hours, holding us in the line just to tell us later that she couldn't book it. After an hour of trying to book us another hotel, she finally asked us to drive another 20 miles to another hotel past midnight. I refused drive around with two exhausted kids indefinitely, and walked in to other two hotels in the area to find out that they had rooms available.

No refunds if you change dates or cancel. I canceled directly with the hotel and they had no problem. There was no charge but Hotels.com is keeping my money. That stinks. They charge extra for a refundable reservation. I don't know of any other site that does this. Do not book on this site!

I had made a selection of a hotel because it had good reviews but most importantly it had secured parking. It was non refundable. 10 minutes after confirming reservation I received a text message from the hotel informing me that I was on a waiting list for secured parking. This was totally unacceptable. Hotel informed me that I had to cancel through Hotels.com, who told me hotel would not accept a cancellation even though they did not mention limited available secured parking. There is no live person or complaint section on Hotels.com that I could plead my case to. Shoddy way to do business. Hotels.com and Expedia are off my lists now.

We booked a 3-night stay through Hotels.com. Received an email for the booking. As we couldn't locate the hotel decided to call, NO ONE WOULD ANSWER. A local assisted us to find the place. The hotel was in a VERY BAD AREA. When the owner saw us by the hotel, doors closed, got on his phone and said "I will get you a receptionist", he asked us not to cancel. It was too late by then, due to a dangerous location of the hotel we told him we'll cancel. Immediately I contacted Hotels.com, they also tried to call and were unsuccessful, I asked for a different booking, was transferred.

I had just booked a weekend trip through Hotels.com for one night. When we got to the hotel it wasn’t in a very good area and we decided to cancel and go somewhere else. The hotel told me I needed to call where I made my booking to get my money back. At first, I got the run around on where to call, I was calling the wrong numbers so I waited to call the next day when we got home which was Sun. After several tries and reroutings on who I needed to talk to the rep said she canceled my reservation and I would get a refund. After a week and no refund I called to find out what was going on. I was told I wasn’t getting a refund because I had called one day too late last week to cancel my reservation, I should have called on Sat, not Sun. I was furious!! DON’T pay ahead of time, they will keep your money if you cancel.

I've generally been happy with Hotels.com, but I recently went to book a single-night visit. I accidentally booked a longer trip at a nonrefundable hotel. I immediately contacted customer service to try to cancel anyway. I was told that they could cancel, the trip was listed as canceled on my account and I received no further correspondence letting me know the trip was still on. I booked the single night I did need and later discovered that I had also been charged for the original canceled trip anyway.

I am compelled to share our extremely disappointing experience with Hotels.com regarding a recent booking at Hotel Canal Grande, Venice Italy - Booking Reference **. This booking was for our 25th wedding anniversary, a supposed celebration turned distressing ordeal right from check-in.

Made a hotel reservation on 4/21/24 in South Carolina (from the hotel parking lot). When confirming the date of stay the website changed to the next day so when I hit confirm, the wrong date was posted. I immediately went inside hotel to tell them issue. Told me it was Hotels.com issue. They told me it was the hotel's issue. Neither took responsibility. I lost $155. ($75. Hotels.com gift card and $80 cc). I had to buy another hotel room for $189 +fees. I don’t think I can use hotels.com again. I was so disappointed with their customer service!

I made a reservation through Hotels.com. I requested a room with a roll in shower for my ALS husband. Hotels.com change the reservation to a mobility tub. Called them and they couldn’t change it to a mobility shower. Called the hotel and they had no knowledge of a reservation.

I've used Hotels.com for over 10 years and was pretty happy with the service. But I recently booked a hotel in London because it was advertised at CHANGEABLE but when I tried to change my reservation (drop off a couple of nights) almost three weeks ahead of my arrival, Hotels.com would not let me make the changes. They tried to blame the hotel but the hotel said it was fine for me to change it but it needs to be done through Hotels.com. I have spent probably four hours on the phone with them throughout this process. Hotels.com say it's their fault and will take care of it but then I get email right afterward saying they are not going to refund my money. This happened four times. I will not use them, Expedia or VRBO again as they are all one company and I assume on philosophy. It’s a shame as I used to like their service, assuming it's a result of being bought by Expedia.

This is a fraudulent outfit. I booked two hotels rooms at Quality Inn, Hannibal, Missouri for May, 2024 in December 2023. Got cancelled and they kept my $759. They said it is like an airline ticket and if not used it is not refundable. These are Indian mafia. Poor hotel on top of that. The manager I talked to can’t even speak and Hotel.com will not answer the telephone. I am going to their office in dallas. May turnover some plants. Lol filed complaint with Citi credit card.

I gave them one star only because that’s the lowest option. I would give them zero stars if l could. It used to be a decent service that l used exclusively for years, but it’s gone so far downhill that l never want to use it again.

I booked a 1 night stay through Hotels.com and upon my arrival the hotel said they don't use this agency and do not have a reservation for me. I contacted hotels.com for a refund and called 3 different times to demand a refund which I still have not received. They said it's up to the hotel to give me a refund but how can they refund me if they didn't have me booked for a stay. BEWARE AND USE HOTELS.COM AT YOUR OWN RISK. I strongly suggest you don't use this agency. It's been over 1 month and I'm still fighting to get my 99.00 refund for a booking I thought was valid. If they can steal my money don't think they won't steal yours! I only left 1 star because I had to otherwise I couldn't submit this review. They deserve 0 stars and should be charged for stealing people's hard earned money.

I would prefer to give this company a half a star. It was very easy to book my room and get a decent price. However, when I went to check into the hotel with my reservation confirmation number, the hotel could not find it, the employees could not contact anyone from Hotels.com, and I could not reach anyone from Hotels.com.

I booked a one-night, non-refundable hotel stay through Hotels.com. I paid for that night in advance. I decided I would like to arrive a day earlier, so I contacted an agent at Hotels.com to see if I could add another night. I didn't want to cancel my hotel stay, I wanted to actually add another night, but they said my original booking would not be "refunded" and that I could not simply add another night, without being charged essentially for three nights. Poor business model. I won't be booking through them again.

Booked 2 different hotels, the first one didn't have a bathroom in the room and only going to the reviews did we figure it out so we canceled the reservation. The second I put in the wrong dates or they only showed what was available and I booked it not realizing the date had changed so I canceled it after trying to figure out how to change the reservation. I did all this in less than an hour and they charged me $202. I deleted the app and went to booking.com which has a much better website and much more customer friendly. Never again Hotels.com.

I booked a property in Lexington, KY and after a nine-hour drive, we arrived to find no electricity at the property, due to a storm. I attempted to have a conversation with a customer service representative, but she was only interested in following her flow chart and simply couldn't secure me a refund and cancellation because she was unable to reach the property via telephone. I suspect the property's PBX phone system is electric and its battery backup power had run out. The CSR had absolutely no time for me when I offered this as a potential reason for her not being able to reach the property. I was told the reservation was cancelled and the funds would be refunded to me, after she could verify the property had no electricity. Condescension is not a characteristic that should be exercised during a CSR's phone interaction. Since changing to OneKeyCash, Hotels.com has really become horrible site to use.

Never deal with Hotels.com. I made a mistake and tried to change within 5 minutes. No deal. It cost me $173.47 for nothing. I have $100 gift certificate that I brought earlier. They would not let me use. This company is useless except for rip offs. REBILL HOTELS.COM $173.47.

I booked 3 nights at Super 8 in Garysburg NC through Hotels.com. The motel was so bad I canceled the 2nd and 3rd days and went to a different motel. Hotels.com advertises "Free Cancellations if Your Plans Change" on their website. When I applied for a refund of the two days canceled, hotels.com said the motel had to do it and the motel said that hotels.com had to do it. Don't stay at that motel no matter how tired you are. Sleep in your car if necessary. Don't book through hotels.com, do not fulfill their obligations.

I booked a hotel through this website in June of 2023 for a June 2024 trip. I originally only booked 2 nights for my trip. I booked early because the hotel rates were very low. I decided to add a third night to my stay. I went to the existing reservation and added in a third night. Hotels.com then cancelled my reservation with the cheaper hotel rate, booked a new one for 3 nights using the NEW hotel rate which was 200+ more a night. Their site never warned me about this happening or I would of left the original reservation intact and just booked a 3rd night on its own. Their support offered no help for this nor offered a credit to my account. I ended up cancelling and going directly with the hotel.

If you want your reservations to be totally messed up then you try to correct they instantly want to charge more money. In the process of correcting their mistake they wanted to charge me 70.00! Booking thru this site was the most stressful experience I have ever had. It took so much time that was completely unnecessary. My suggestion book thru the actual hotel. I will never get involved with this site again.

Hotels.com was $20 more than Hilton website and they wouldn’t even consider my claim and gave robot-like, boiler plate answers, not engaging with my arguments and unique situation. When challenged, they switched to poor English/grammar answers but repeating non-sensical statements. They lost me as a customer after my spending tens of thousands overcome years and many more potential $ in the future. Goodbye, and it looks like the brand is on a downhill trajectory since the changes 2-3 years ago. Way to destroy a brand with bad customer service. Looking forward to reading that case study in HBR & Co.

Had a $100 gift card, and applied it. Hotels.com still charged me the total amount. Then I get to the hotel, and they want to charge $145 to stay in the pet friendly room I already paid $200. I will NEVER use this site again. I’d give them zero stars if I could!!!

We made a reservation at an adults only hotel. Hotels.com evidently sent the reservation to an old management company for the hotel. So we didn't have a room upon arrival. After spending 3 hours on the phone with someone with a very heavy accent we were offer an upscale hotel but later found they didn't have any rooms either (?), 1 more hour they found a family friendly hotel (note we booked adult only) and wanted to charge us more for a bunch of add'l fees. Finally got them to cover the fees. Submitted refund form, no refund, called twice. Finally a refund is being processed. Horrible experience and customer service. Don't trust Hotels.com to reserve your hotel. Call the place to confirm.

I wrote an honest review of a terrible experience I had with an establishment that cleanliness had gone awry. Hotels.com bounced back my review unposted stating policy of... No swearing. No personal information. Notices mentioned. Only problem is....there was none of the above in my review. Therefore I have cancelled my membership and use reputable sites

For years I've used Hotels.com. The first bad experience is when I drove 12 hours for them to cancel a reservation without contacting me and then claiming they couldn't see the reservation as I looked right at it. I was able to get a room, but it was a lesser room and they charged the same as the King Suite I had booked. Money lost. Next, a hotel I had booked called ME to cancel due to a hurricane and no electricity. Completely understandable but Hotels.com refuse to refund my money. I didn't cancel! Then they become One Key. And I'm told I have $32 credit which expires at the end of 2024. I log in today...No rewards and a lot of "I understands" but no resolution. They literally stole what I spent time earning when they took away the free night after the OKey merger and then the $32 they had "given" me in its place. No more. Booking direct from now on! Useless.

I made a slight error in my booking for Greece in October. Yes, I did pick no cancellation, that's my fault, but I wanted to stay an extra night, so I hit the Cancel and Rebook button (which I mistakenly assumed would allow me to modify the reservation) and rebooked with the extra day. But they still charged me the $1,195 for the first booking. Tried to work with Customer Service who said they tried to contact the hotel to get the money back "but couldn't get though"... So I'm out $1,195. Tried a dispute though Amex, but after investigation they still charged me the amount above. Will NOT be using Hotels.com ever again after this trip. Totally unhelpful. Basically they or the hotel have stolen from me, but I have no way of getting the money back.

Make sure you don’t make a mistake when you book with Hotels.com. They will do absolutely nothing to help you but try and get you to spend more money and the rep will most likely laugh at you while saying she is so sorry she can’t help you. Save your money and time and use a different company that cares about their customers.

I booked a hotel for a badly needed holiday, and had to cancel the trip, due to change in employment. I purchased the trip insurance, and did everything right. I cancelled the reservation a month before traveling and Hotels.com refused to refund, blaming the hotel. I called the hotel, and they had no idea that this happened. Expedia even sent me an email, ironically, I had no idea that they were involved. I called my credit card company, Chase Visa, they spoke to Expedia, and they said they will not refund. Do not book anything under any of these companies, it is all smoke and mirrors.

It is really a shame that I cannot give negative stars because the customer service experience I had with Hotels.com today was literally the worst in my entire life. They kept me on the phone for more than 90 minutes before a) telling me they couldn't help and b) transferring me to a phone line that doesn't work. They kept asking me for an itinerary number that wasn't on my confirmation email. The confirmation number that I did have didn't do any good. They hung up on me three times and, after more than two hours, didn't help at all. I had to call my credit card company and ask them to deal with the problem. I honestly don't think the people I talked to were inept. It genuinely seemed that the hotels.com strategy was to delay and delay and just hope I'd give up. I will never book anything through this terrible site again. They don't deserve even a single star.

I made a reservation thru Hotels.com and I could not make the trip due to bad weather. I was unable to receive a refund or change it to the following weekend. The weather in LA and the coast to SF was flooded. No way to get thru until the rain stops. I asked to move it to the following weekend and was no and I lost the entire amount I paid. Their policy should be changed if it can be proven the weather was the cause.

On 28 March I booked a room at The Pines Inn and Cottages in Grass Valley, CA based on Hotels.com information that they were pet friendly. Only to find out that cats are not allowed after payment. I contacted hotels.com after I was informed that cats aren’t allowed and was told that I would have to wait 72 hours not to get a refund. But see whether or not the hotel would refund my money. As a result a planned holiday weekend to spend time with family over Easter is now ruined because we do not have money available to even look for another hotel.

We are from MN and wanted to get away to Vegas in March for some warm weather and a pool. We found a hotel with a pool on the strip that was reasonable. Two days before our trip, we found out the pool is seasonal and wouldn’t be open. Hotels.com advertised a pool and then refused to give us a full refund. It was deceitful and they should make it right.

I booked a hotel with my rewards points only to be told by the hotel that the Expedia "virtual" credit card declined so my booking was canceled. Expedia owns Hotels.com. I've been using them for years and their reward points and service is garbage now. Do yourself a favor and book directly from the hotel.

Booked on their site for a 14 hour trip. Got to the hotel and their credit card was declined. Customer service tried to switch us to a lesser hotel for the same rate. This happened twice in two weeks. They did nothing to compensate. Ended up demanding a refund and got a room from the front desk. Will NEVER use them again.

Pls. avoid booking through Hotels.com or any Expedia group. If you need to cancel or change they are not helpful and don't even provide credits that can be used. Probably other service providers are better or directly book with the hotels.

The experience while booking the hotel reservation itself was not painful. The experience when it was time to check in at the hotel was a different story. I made a reservation for my dad and sister abroad, and he was charged 19% of taxes!? My receipt clearly shows TAXES INCLUDED, and the whole point of getting this for them was so that they wouldn’t have to pay for a thing since I was treating them, so I guess they allow hotels get you on top of any taxes you have already paid, and nowhere during the reservation do they inform you that you will be taxed TWICE. Will not use them again.

Do NOT fall for the promise of refundable reservations. Completely false advertising. Requires credit card to book and states in reservation that you don’t pay till you check in. I canceled a WEEK before arrival on reservation and was charged.

We booked at the RIU Negril and description stated we would have airport transportation included. Upon landing in Jamaica we discovered there was no transportation arranged to get us to the hotel. I contacted Hotels.com and after they contacted the hotel agreed we had no transportation. NO alternatives were suggested. So we arranged transportation through some guy that agreed to get us to the hotel for cash. Upon arriving at the hotel and for the next 5 days we tried to get someone to arrange for our transportation back to the airport with Hotels.com and the Hotel with no success. We ended up contacting the guy that got us to the hotel to take us back to the airport for again cash.

We purchased a non-refundable room at the Fort Lauderdale Grand Hotel in Florida. We entered the lobby to an extremely strong smell of **, boom boxes blaring away at ear splitting levels. We had to wait 15 minutes for a disagreement to be settled at the front desk and witnessed a large number of people entering and exiting one of the rooms for a few minutes at time near the pool. Can you say drug hotel?! I asked the desk clerk if they condoned open drug use in the hotel, and she just shrugged her shoulders and said there was nothing she could do about it. This hotel was rated 4.6 stars. Drug use aside, not even close to 4.6 stars. We just left. Asked Hotels.com for a refund due to the unexpected circumstances and they refused. Too many other travel assistance options out there. Goodbye hotels.com!!!

After being overcharged, I was on their virtual help site for a LONG time. I was promised a refund only to be informed that I would have to contact them after my stay. The overcharge has already come out of my bank account. Yet I have to wait weeks and go through the process again. This is not the first time I have had issues. I will be switching to a different company for booking.

The customer service is terrible. Communication is frustrating as it just walks you in circles and nothing gets accomplished. Claims that they work on your behalf to solve issues is unfounded. Moreover, some appeared to be flat out lies after we followed up with hotel property to confirm information provided.

I called re: the gym the same day that I booked & was given the hours. I am a Trainer who came from AZ to get certified & booked here for the gym, locality, and price. It's still advertised by both companies.

I drove for over three hours with two kids and an infant expecting to stay at the place I reserved. Once I got there right at 4:00 pm when check-in starts, I call the property and it rings and sends me straight to voicemail. They then text message me asking how they can help. I messaged back stating I want to check-in. They told me to wait a moment, 15 minutes later I asked again. No response. I called, again went to voicemail. They messaged back stating it’s been cancelled due to non-payment!!

I made a one day reservation for my friend and I but unfortunately, I got sick with COVID-19 symptoms. I canceled immediately and expected my rewards and credit card payment to be refunded. Unfortunately, after three weeks I’ve noticed that my refund and rewards had not been issued. When I called I was very disappointed to find out that my reservations was not refundable. They kept my money. I called them because the way the cancelation policy is written is not clear and is not written anywhere at the time when the reservation is made. They simply did not care whether or not I was sick. They made no offers of crediting me.

Daughter tested positive for Covid as we were getting ready to leave for day a trip Friday. We had a 3 night stay in San Antonio and we contacted hotels.com and the hotel directly to see if we could cancel the reservation. Hotel said it was booked thru hotels.com so I needed to take it up with hotels.com. Hotels.com said they would get back to me. Sunday I contacted the hotel again and they said they issued the refund to hotel.com for 2/3 days of the stay. Hotels.com sent a formal email to us saying no refund will be issued. So they are keeping our money and the refund money.

Had to cancel an advertised "Free Cancel" hotel. (I paid a deposit). Hotels.com sent me an email stating the hotel's policy was no refund when I had to cancel well in advance of the initial May 19th, 2024 deadline. I called the hotel directly and they recently refunded my deposit, no questions asked. (7-10 days it appears on credit card). Hotels.com, what happened to you?

This is not the Hotels.com of old. I attempted to get a refund on a booking that falsely advertised its amenities and all customer service did was have me wait 72 hours for them to say no. Reason? The venue didn't want to offer a refund. This venue is 'ARUBA TROPIC APARTMENTS.' It was filthy, missing 1/3 of the amenities stated on the website (no beach towel, one roll of toilet paper, two bath towels for four adults and one child, no iron/ironing board, no blow dryer, no soap, no shampoo, no bath wash, barely wifi, one blanket, no coffeemaker or electric kettle and a broken safe). In addition the place is crawling with ants, geckos and even a centipede. The stairs leading to the second floor is also a glaring safety hazard as it only has railing on the right side. One of my relatives nearly fell over in the middle of the night trying to safely navigate down the stairs to use the bathroom.

Airbnb is in trouble for the exact reason that I am angry with Hotels.com. I booked a place through hotels.com because I wanted to avoid the scams and overcharging that happens with Airbnb. Lo and behold when I show up to check in I am confronted with scam cleaning fees. I chose to rent this unit over better options because the price was reasonable. Only to find out I could have had the better units for cheaper. So sad. On top of that, I went to the address listed only to have to then drive over 2 miles away to a separate part of town for my actual place. And yes, checking out meant driving back to the other property. Everything is a bait and switch tactic. I'm disgusted and will be putting forth not only a charge back but I will also be filing complaints across the board. The fee wasn't even very much. But it made me feel scammed and defrauded.

It's a hotel listing website that ostensibly offers you "lower prices" and the ability to compare hotels. The problem comes when you actually book through Hotels.com. They have horrible customer service and you basically cannot make any changes to your reservation if you book through them. So sure, use them to compare prices. But when it comes time to book your hotel, just do it directly through the hotel website. Hotels.com does not offer lower prices and if you need to make a change, it will be next to impossible. Most hotel websites offer the exact same price as Hotels.com. (When I tried to make a change through Hotels.com, their customer service people said they couldn't reach the hotel. I called the hotel and got through to them immediately. So I guess they just like to lie to their customers?)

This site advertises hotels at false, low rates. Then after you get a booking confirmation the hotel cancels the reservation. This caused me to have to re-book with the hotel directly and pay an extra $480. I spent weeks planning my trip around this hotel's location based on that advertised price. I couldn't just change to a different hotel. When I contacted customer service for Hotels.com they didn't honor their advertised price or even give me any sort of future credit. All I got was an apology.

I booked a room at a Hotel in Louisville through Hotels.com. I had used them before but had not tried to cancel a reservation. I booked 1 month ahead of time and cancelled 2 weeks later and called, emailed, etc but could not contact anyone. The reservation was for 1 room @ $96 per night. I used a debit card and the fine print on the terms allowed them to charge me $2,351.98 for my cancellation. Can you believe these Thieves are allowed to do this? My bank said their hands were tied and legally they could not contest it since I had let them have my information. Why didn't they take $10,000? Would hope some organization will warn consumers about extremely bad companies and what they are doing.

Hotels.com and San Francisco Hotel in Barranquilla should both be ashamed of themselves. I booked based on the recommendation of Hotels.com, not realizing the "10" rating was from 1 review. I called Hotels.com within 10 minutes and asked to cancel because I don't speak Spanish and the area isn't very safe for tourists. Why risk it? The agent promised me there is a 72 hour window and she will have an answer for me. Now, it's been 144 hours and when I emailed, she "promised" in 72 hours she will know. Well, the prices of hotels in the tourist zones have increased significantly in the last week due to Carnival and now I'm stuck between a rock and a hard place. It's so disappointing. Now, I'm forced to pay double for the tourist area or stay where I am and risk it. It's a shame.

I have been dealing with this company for years and have booked many hotel nights for myself and others over the years. I have noticed that service has deteriorated over time and and their website has also deteriorated as well. Now they are merging with Expedia and VRBO so things have gotten worse. I have substantial booking that should have entitled me to some reward nights however I am getting the runaround, being bounced from subcontractor and department but the bottom line is that my 15 nights of stays are not acknowledge or compensated. Some agents are saying my itinerary numbers are not correct, others that it is through another entity or country. DO NOT USE.

I booked this indoor Waterpark and hotel, months in advanced with Hotels.com. When I got to the property they didn't have a reservation for me. The room I booked was sold out. Then they booked me a new room that was WAY SMALLER than my original pick and charged me AGAIN on top of already paying for the better room in advanced. Then they thought a $100 credit to their service was an acceptable for of repayment! The NERVE!!!!

Townhouse suites, in Cleveland Tennessee. Checked in. They had to charge my card for more than I paid for the room. The guy acted as I wasn’t good enough to stay there in the first place. So then $330 later cause he kept wanting to mess up 2 weeks of hold on my cards. No I’m sorry no let’s make it better. They got water on the sidewalk that turns to ice. No real reason for it than to make ice so people will fall! I fell. Busted my hip really bad. Told cause I got up and was walking it’s ok! So 3 weeks later my hip is causing me to miss work. No I’m sorry or anything!!! Marriott has always been a black eye for hotels. It’s like a motel 6. Looks nice till you get in and look close. Then you see it just nasty trying to look nice. They was not helpful. I would make sure to tell anyone that thus.

We booked a hotel based on the change and cancellation policy knowing our plans were not secure. We contacted them prior to the change and cancellation policy date and they said they could not make changes because the hotel wouldn't accept them. While informing them this was not what was stated in the policy all we received was a, "Sorry, that the hotel's policy." Don't trust their policies or book through them. It isn't worth it. This is after changing their rewards policy from the best in the industry to the worst in the industry. It used to be worth approx.. 10% (1 free night of average paid nights after 10 stays) to about 1-2%. Use other non-Expedia own sites.

Hotels.com used to give you a free night after 10 stays. They have recently changed that to “one key cash”. Now when you make a stay, you get roughly $3 credit after your stay. That’s insulting. We recently booked on the website and it clearly said pets allowed. When we arrived at the hotel, they told us they have a no pets policy. It was midnight and after 12 hours on the road, we had to drive another hour to find another hotel. We are 100% done with Hotels.com. Use another hotel rewards program like Hilton Honors, Marriott, Choice, etc.

I tried to book a hotel for one date. Instead of saying there isn't a room available, it changes your date and then you end up booking the wrong day. On top of that, they keep your money even if there is not a room available. My hotel was actually sold out and never had a room available and Hotels.com still would not refund my money. Do not use this site!!!! I will never use this site again. I’m out of $200 hard earned dollars for a place I never stayed at.

Horrible company. They make misrepresentations and lie to gain profit. I had to change a reservation due to an emergency medical situation. Only took off a few days, the vendor APPROVED the cancellation and Hotels.com representatives lied to me and first said they could not reach the vendor and then lied and said they could not provide a refund because it went against vendor policies, even after I sent them an email from the manager stating the refund was approved. LACK OF INTEGRITY AND TRANSPARENCY. BOOK STRAIGHT WITH HOTEL or another travel booking service.

Don’t use this site!! I canceled my stay at a hotel and I was not refunded my money even though the hotel said they approved it and now Hotels.com will keep my money and I’m out almost $200.00. So now I had to dispute it through my credit card company.

Hotels.com has made 3 attempts at getting the Budget Inn Dennison TX to refund the nightly fee for a room we DID NOT stay in. The room was claimed to be non smoking but on arrival the room had cigarette burns on the floor and bed spread and obviously smelled like a bar. My wife is allergic to cigarette smoke and we refused the room. The foreign owned establishment claimed that they could not refund the room price because card the machine used was new and they did not know the password to make the return.

I made a reservation with Hotels.com. I called them to modify my reservation and I was told to contact the hotel. I did so a day later only to find that the hotel told me to contact Hotels.com. This run-a-round almost caused me to pay a penalty of $250. Fortunately, my hotel went out of there way to solve the problem. I will never use Hotels.com again. Please book with your hotel and not with Hotels.com. They provide terrible service and will not help you with problems. DO NOT USE Hotels.com!

My husband planned a stay in Florida for a two-day, one-night trip. I was injured on the Wednesday evening prior to his Saturday departure, so he changed his plans to help me recover. Hotels.com whose hidden fees brought the $67 room charge to a total of $121 refused to reimburse any portion of the room. They claimed the hotel refused the refund. We called the hotel - they said that they did not book and that we needed to ask hotels.com for the refund. Despite having purchased their "protection" plan, they would not offer a refund. Kind of a win-win for them. They bump the advertised room fee by 40% then claim that they cannot help with a refund for unforeseen circumstances. Their worthless protection plan protects nothing. Hotels.com is a SCAM. Never again for them or Expedia by association.

I would always use Hotels.com because they had the best rewards program where 10 night stays would get you one night. You could be collecting them for more than a year and would never reset. Now it’s a much higher number that don’t roll over. It’s unrealistic if you are an average person.

Checked in to hotel that smelled awful throughout halls and room, was dirty and not as pictured on Hotels.com. Also told pay extra to park in front of hotel when we were already staying in deluxe room. Called hotels.com to explain we want a refund. They refuse bc the property refuses to refund within 48 hours of reservation. We did not know the condition of hotel until after checkin. Hotels.com should take responsibility when they are advertising and backing these hotels. I have never been so disgusted. After 1 hour a man at hotels.com says he will transfer call to a lady who will book us another room at no cost. However she said she couldn't do that and he made a mistake telling us that. I spent $250 on a crap roach nasty hotel and went across road, got a suite with jacuzzi and fireplace for almost half the price.

I was given a $100 dollar gift card for my birthday. I booked a room through Hotels.com because that was the gift card holder. I received my confirmation so off to the motel I went. Upon arrival I was told that the clerk just received a phone call telling her not to honor my booking. Not only did I not receive my room, they took my money from the card as well. I was told that I could pay out of pocket for a room and that I would be reimbursed. I had no choice but to do so. The next day I received a virtual gift card. I was informed that I was going to need to stay another night. I attempted to use my gift card to pay for my room and yet again I am told that I am not able to use my funds. That I will be contacted after 24 hours.

We are gold members and used them for years with no problems. But we are starting to realize how useless using a 3rd party to book hotels is. There is no reason to spend more to book with Hotels.com. We came to an agreement with the hotel we were staying at to check out a few days early. The hotel agreed to refund us. Hotels.com put a stop to that despite saying they would honor it. We have confirmation from hotels.com and the hotel we stayed at that we can be refunded. However hotels.Com played stupid and ignored us when we asked for refund. There is no reason to use a 3rd party that is as useless as hotels.com. I understand now why more influencers and younger people are booking directly with the hotel than using a 3rd party. Years of loyalty and now we will no longer use hotels.