Hotels.com Reviews

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

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

I booked a Hotel through Hotels.com. It was a Motel 6 in Fort Worth Texas. I posted a review on the website but Hotels.com won't let me finish it. I didn't curse, say the price of the Hotel or anything that was wrong. They just don't want bad reviews on their website I guess. I won't be using them ever again. Even if the price is lower. When they are blocking your review because they don't want it on their website that says a lot about the Company. Crooked people running that website. Bye Bye Hotels.com. I'll use Booking.com from now on. That's a real company that allows reviews.

I booked a reservation through Hotels.com for two nights at a hotel, checking in on 8/29/25 and leaving on 8/31/25, and paid in advance. When I tried to check in on the 29th, the front desk attendant that they were not going to allow me to stay because I lived within 60 miles of the hotel – first time I heard anything about this restriction.

FRAUD and SCAMS. Booking#: **. Website hosts fake hotel accounts. They take all of your payment upfront. Then when you arrive at the destination, you realize THE HOTEL DOESN'T EXIST. By then it's too late to cancel and Hotels.com steals all your money. Customer service refuses to help. Reporting them for fraud apparently doesn't work and they just pocket your money while your trip is RUINED.

A NIGHTMARE AND SCAM!!! I made a reservation for the weekend in Nashville in June, drove 5 hours in a storm, only to have the room canceled at 7 pm on a Friday night in a strange city. The hotel credited HOTEL.COM; however, HOTEL.COM refuses to credit a 60-year-old single female's card back.

I been using this app for over 3 years and I have never experienced what I experienced yesterday, I booked 2 rooms for my family and me, and they changed the reservation dates without notice, they won't refund or change the dates. IS A SCAM TO CHARGE FEES!!! STAY AWAY, WILL NOT USE THIS APP AGAIN.

Absolutely horrible. We had extenuating circumstances with our dog that we were traveling with for a fly ball tournament and needed to take him home. Hotels.com REFUSED to cancel and refund our money for the hotel. The Hotel themselves told us if we had booked directly through them it would not have been a problem. The people at the hotel said that Hotels.com is horrible and people complain all the time. The FTC needs to get control of these people. l will NEVER use Hotels.com again, never. What bad business, instead of keeping as a repeat customer, they collected money from me ONE time and ONE time only. Goodbye Hotels.com, and my next stop is with the FTC and the Attorney General!

Disappointing Experience with Hotels.com – Buyer Beware! I’ve been a loyal user of Hotels.com for years, but my recent experience has left me incredibly disappointed and frustrated, to the point where I will no longer be using their service. The issue lies in their pricing, which feels deceptive and misleading. When searching for hotels, the prices displayed seem competitive and attractive, but once you proceed to checkout, the final price is often significantly higher due to additional fees, taxes, or other hidden costs that aren’t clearly disclosed upfront.

I booked a room for a stay on 08/19/2025 at Holiday Inn Frisco, Texas through Hotel.com. When I reached the Hotel I noticed the hotel was under renovation with ladders & paint all over the place. There is no lobby, that area too had contrators working. The whole place was smelling of paint. The rooms were dirty. There was hardly any cars in the parking spaces, an indication there were hardly any guests in the Hotel. I wanted to cancel as I had paid $100.00 + for the room, but the hotel manager said he understands my decision to cancel but he cannot give a refund as I had booked the reservation through a 3rd party hotel.com.

When you make a reservation and the hotel is allowed to cancel because they updated their prices and your rate they advertised doesn’t align with what they wanted to charge. In other words they wanted to price gouge and cancelled my reservation so they could do exactly that. Hotels.Com said oh well. Sorry. Bad business.

Hotels.com has refused to move over points and cash accumulated in my account after a fraud incident. It's been ongoing for 4 months. The customer service line is almost impossible to talk to a real person and you CANNOT TALK TO FRAUD DEPARTMENT at any time, for any reason. Had this been a worse situation, I can't imagine trying to control the fraud over an email chain they check once a month. Do not use Hotels.com.

We had a problem with the Hotel de Ville in Florence and the Manager offered a refund for the first night as a solution. The refund was never made. Contacting Hotels.com was very difficult and through chat robots. Hotels.com did eventually contact the Hotel and said nothing could be done. Customer has no voice. Never had this problem with the competition. We’re taking a break from Hotels.com to give them chance to get their priorities and house in order.

I reserved a room for two nights in Santa Barbara through the Hotels.com website, which promised "up to 75% off." Our friends booked directly with the hotel. They had a far superior room and paid over $300 less. We wrote to Hotels.com on April 26, 2025. They have not responded.

Had had a very good experience with them for a long time. Then about two weeks ago, I stayed in a hotel in Dresden that turned out to be very unsafe. They were allowing room access to other guests and then when I resolved this, I went to bed that night and woke up with blood spots in my bed. Turns out it was bed bugs! 🐞 I reported the issue. They promised me a refund. I left before my second night and had to buy another hotel. Two weeks later the hotel is denying me the refund and Hotels.com (despite the fact that I have stayed with them more than 10 times this year) is refusing to help me recoup the money. Despite the hotel being totally unsafe. I will be switching to Booking.com. PS I submitted them photo evidence of all of the above.

Used Hotels.com several times without issue. Planned a trip to Florida at a Marriott hotel using Hotels.com. Used their Booking Protection Plan. A week later I had a medical emergency and had to cancel the trip (3 weeks before the trip date). The Airline and car rental I had no problems getting a refund. Hotels.com gave back the money for the protection plan and no refund on the prepaid Hotel. What the heck is a protection plan for? All the customer service comes out of India. They barely speak English and acted like it was a favor to give me the $10 for the protection plan. It’s like buy car insurance and when you get in an accident and they give you back the premium you paid and say, "We cancelled your insurance" instead of fixing your car. Such crooks. Don’t use them. A class action case should be brought against them for misleading people thinking they will actually get the money back for the hotel room.

I would never book through this company ever again. They overcharged a couple hundred dollars compared to Expedia that I found out later. When I was making reservations it stated $84 for parking. I thought that was excessive but needed parking because the hotel was downtown Toronto. When I got to the hotel they said parking is only $40/night and didn't understand why I would be charged double the price. Never again!! I'm new with booking hotels through these companies. I learned my lesson.

I booked a room through Hotels.com for this Fishkill, NY Hampton Inn on 7/10/25 for stay on 7/11/25. Once my husband and three children arrived, they were given a room already occupied. Back at the front desk, the associate told him he did not have a reservation at the hotel and he had to book a room at the hotel price. The next morning, the hotel manager told my husband again that Hotels.com did not send the reservation to the Fishkill Hampton Inn and that we would have to contact Hotels.com about a refund. We have paid twice for a room, two different prices, and Hampton Inn and Hotels.com are blaming each other on this mess up. Almost a month later and still no refund or resolution. Hotels.com said the Hampton Inn will not respond to them. I will never use Hampton Inn or Hotels.com again. What a joke.

Do not use this app for booking travel. They sold me insurance that won't cover the room that was booked for the wrong day and gave me a runaround about cancelling. I've had this experience several times with this app and they create a closed loop where they claim they can only communicate with the hotel via phone and then strangely in different cities throughout the world... They "can't get anyone to answer the phone." Book direct. Don't use this or any expedia product. They will ruin your trip somehow and you will waste hours trying to rectify it.

Booked a room. After driving all day the hotel I purchased a room at through Hotels.com did not have a reservation for me. Hotels.com is garbage. Help shut this company down. FU hotels.com. We will take you down.

Worst hotel reservation company ever. They provide absolutely NO CUSTOMER SERVICE—in fact they go out of their way to avoid providing any customer service by routing you through repetitive, circular phone queues that give you the false impression of “help” but actively prevent you from getting any. It is impossible to speak with a human. Avoid this company/app/service like the plague.

Booked through Hotels.com and ended up cancelling due to stuff coming up. They wouldn’t refunds the full amount stating it was the hotel that was to refund us, when in fact it hotels.com keeping the money!!!

I booked through Hotels.com for a Chicago trip with my child who has autism. The pictures and reviews were excellent. The pictures on hotels.com were extremely deceiving. The hotel was absolutely disgusting. We were scared for our safety. My daughter had a panic attack due to the blood on the walls and the horrendous smell. I have numerous pictures of the room and front lobby. We left the hotel immediately. I called hotels.com for help. Thankfully the hotel refunded me. I asked hotels.com for compensation or anything for the gas money (4hours out of our way) and we didn’t have a place to stay as there was an event in Chicago. My daughter and I slept in the car. They offered $25, which they still haven’t sent me. I cannot believe this is how a large company treats their customers. Very disappointed.

I accidentally booked the wrong date (off by one night) and immediately wrote to the hotel. They refused to accommodate moving the stay despite having plenty of rooms available and me offering to pay any difference in cost. Hotels.com did nothing to protect me as a customer...

I recently made a reservation via Hotels.com. I was never notified that it was an American sub. My confirmation was for $203.31 but ended up being charged $302.29 as I was charged in US dollars. Through many emails I was notified that I did not warrant a refund. I will never use Hotels.com, Expedia or any other booking service. Especially one from Trumpland.

Recently booked 2 rooms for my customers through the app. When they arrived to check in, they could not because a storm had knocked out power for an undetermined amount of time. We had to book both customers another room across town through the same app, under the same names, for the same dates, but they refused to reimburse us for the first hotel. I basically feel like they stole $500 from us.

Avoid at all costs. Booked a 3 night stay, only to be denied accommodations upon checking in. I was then told that permission was needed in order to refund me for a service I was denied. My family was left without a place to stay at 6 p.m. Never again.

Chose a hotel off of Hotel.com to stay for my Orlando one night trip. The hotel was picked due to its location to the venue. The hotel was a disaster with multiple problems acknowledged by the staff at time of checkout. They stated they would apply a refund due to the horrible state but that I would need to contact hotel.com first. I followed protocol and after one day hotel.com came back and said they were unable to get a hold of the facility to process my credit. I tried to send an email to hotel.com advising but I'm unable to respond back as their mailbox is full. The worst customer service to add to the worst day ever! I highly recommend you stay away from hotel.com unless you want Hassle and heartache added to your problems.

Please do not use Hotels.com to book a hotel room. I booked a room to stay at a hotel. But within 1 hour realized that the day I chose was for that Monday and not that Saturday before. Called and was told it was cancelled. But I did not get my $159.00 back. Now for someone who has 2 younger kids, I do not need money just thrown down the drain like that. Keep in mind I used Book.com then had to pay $249 to get another room. Do not use Hotels.com. It is a scam.

Bella

I had a very disappointing experience with the customer service team at Hotels.com. They seemed unfamiliar with the hotel’s actual services and often didn’t understand what I was saying. I had to repeat and rephrase my request multiple times just to be heard. I initially booked through Hotels.com, thinking they would offer a better rate than booking directly with the hotel. However, I later received two invoices by mistake, one from the hotel and one from Hotels.com, and that’s when I noticed a $60 overcharge for one night. I was shocked to realize that I had been charged twice: once by the hotel and once by Hotels.com.

★☆☆☆☆ Extremely Disappointing Experience. I had a terrible experience using this service for a recent trip to Columbus, Ohio. I booked and received a confirmation for a two-night hotel stay, but when I arrived, the hotel had no record of the reservation—and they were completely full. I ended up driving around for over two hours at 11 PM trying to find somewhere else to stay. It was incredibly frustrating and stressful, especially after a long day of travel.

Due the flight disruptions, my trip to Calgary from Austin got messed up. I frantically called up Hotels.com to talk to a live agent for rescheduling my booking, but all in vain. The virtual agent connects another set of ghost agents who try to appear real but fail to understand the issue and it was a real wastage of time of time for me during this crisis. After multiple failed re-connecting attempts at my end due to network issue at my end, I was able to explain it to your agents, who asked me to call hotel directly who in turn told me repeated times that it’s a third-party reservation through Hotels.com and only they can decide for cancellation/refund confirmation.

We’ve used this service for YEARS without question but I needed their help for my last stay to get a refund. The motel had an excellent rating like all of the others we select for our stays and had no reason to question it. Turns out those reviews were either inflated or AI generated and they REFUSED to help. The hotel kept saying Hotels.com gives refunds then hotels.com said it was up to the hotel. Bottom line is NO self respecting family should’ve been made to stay there and I received NO help from hotels.com. Not to mention no employee is American and speaks proper English, they’re always in a room full of people and you can’t hear what they’re saying. I even had one guy named Hakeem tell me it was my fault for booking the room because I should’ve done my research instead of trust their reviews. Blaming the customer??? Will never use them again!!

I am sobbing. When I made my reservation this morning I chose dates in October but somehow the website converted the dates to tomorrow night?! I tried to contact them immediately but the hotel is refusing to change my dates, the manager of the hotel is refusing to speak to me. I'm out $150 for no reason. That is so much money for our family. I'm heartbroken.

Don't use this service. The prices they offer are certainly competitive but they keep all the money when you need to cancel your reservation - even when you have an emergency case. There is also no way to talk to a person in customer service. I will never use Hotels.com again.

What a joke this company is! I was contacted the very morning of my reservation that our hotel room had issues and no rooms to accommodate. While that’s not hotels.com doing BUT the follow up was horrible. We traveled from Utah to Estes Park just to be told our room was “in need of maintenance”. $100 dollars worth of gift cards was used for our trip. I called hotels.com to inquire about my refund on my gift cards, a woman who spoke no English answered after I sat and listened to a bunch of background noise. They told me I’d be reimbursed within 24-48 hours. Two days pass by and not a single thing from them. I reach out AGAIN and I’m told something went wrong and they haven’t processed my refund yet. I’m now waiting AGAIN for my money back. Will not use this awful company again.

I canceled my hotel reservation through my app on Hotels.com. But they still charged me for the reservation despite me canceling it months in advance. On my app it was canceled but somehow on their end they said it wasn’t canceled. I will never use any third-party hotel app ever again in my life.

I booked a room with a few specific features, including a jacuzzi tub that was prominently shown in the pictures for the specific room type I booked. I took a photo of this before booking, just in case. When booked in a room without it, or looking anything like the photos in general for that matter, I tried to fix the error. Even upon being sent the picture I took from when I booked as proof of what I was booking, customer service actually had the nerve to tell me that I can't expect photographs to be reflective of the actual rooms. I was refused to be moved to a room that did at least have the jetted tub, out of courtesy for the misleading photos, which would have been enough to make me happy. I just wanted what I paid for. I was repeatedly refused a refund, in spite of literal, irrefutable proof of false advertising on their part.

Horrible company....no help getting a refund and getting their insurance is worthless and a complicated scam, they want your whole health history and want to contact your doctors with a very complicated invasive process. Book elsewhere!

I am writing to formally request a refund for a reservation made through your platform. I initially reserved one room for June 28, 2025 at the Key Inn Roseville, at Roseville, MN. Unfortunately, we had to cancel the room due to it being uninhabitable: Floor was dirty, air was musty, tub and sink were slimly and had some sort of gravely gunk in them, lock was broken (I have photos if needed for verification).

Terrible experience. I hate companies that do business in a deceptive manner. I purchased two Hotels.com gift cards using my American Express points. I have never had trouble using gift cards I bought this way. Well, the gift cards can't be used. Hotels.com blocks the use on certain hotels or rooms when you toggle using the gift card. See what I mean: ** On a separate transaction for a different room, the Hotels.com lists "fully refundable" but they charged me $10.00 cancellation fee. **

Hotels.com takes advantage of people by keeping hidden information that would benefit the customer. ie. They take away free nights at their discretion. Customer service is not American. They outsource the employees and they have no ability to assist if there are issues. Very poorly run company.

Shame on you Hotel.CON! Yes, it’s not a typo. I will now call your company a “CON” company who prey on others to gain monetary value. I will delete this APP as soon as I see my review have reached others. We booked a room at the Howard Johnson by Wyndham in Kamloops on June 29, 2025. Hotels.com needs to be reported as they falsely advertised this hotel and altering room pictures, also their hotel ratings, We are a senior couple who drove 8 hours thinking we would be staying in a reputable Howard Johnson hotel by Wyndham.

They added a resort fee of $84.75 that confirmed by the hotel did not add, plus a protection fee of $76.73 that I did not enroll in. You cannot reach them by phone or email to address these charges. I will NEVER use Hotels.com again and will inform consumer protection to expose them for their fraudulent charges to the consumer.

Horrible service. Ruined my trip with my daughters. Still sitting here trying to get things resolved. Never again. Didn’t actually book for the days I needed. Don’t a 1.2 hour in the phone to fix it. What a trip it was to have that conversation with someone on the other side of the world. After all that, nothing was fixed and we are now sitting here after driving 8 hours without a room.

I booked with Hotels.com and just as I sent it, I realized I had made a typo in the date of departure. I called and asked them to add another night. I explained it was a typo and I had booked it just minutes ago. She had read through all the gibbly gook which included policy’s you had to agree with. When I said I just need another day added she kept repeating “do you agree with these policies”. I was obviously upset I made a typo and said yes.

STAY AWAY FROM HOTELS.COM. They are a scam company. They advertise false information and will not refund at any cost. Save your money and go elsewhere. Customer service are guys from India that try to cancel your reservation.

During an attempt to book a hotel room through Hotels.com, I encountered a technical issue on their end which caused the booking to error out. As a result, it appeared that the reservation had not gone through—no confirmation screen appeared, and no confirmation email was received. I had also added travel insurance to this booking.

Hotels.com changed my booking dates without my consent. They quickly did it without me knowing. They told me my reservation is not refundable and that they are unable to help. I arrived at the hotel and they said they had no rooms. My family had to sleep in our vehicle because everywhere was booked. BEWARE.

Booked a room with Hotels.com and the place was roach infested and drug infested. The whole place smelled like **. The assistant manager was rude and nasty. I had to fight to get my own refund. Sad. Don't use hotels.com or Expedia. Research everything you can first.

When I made my reservation Hotels.com somehow the put my daughter in law's name in one of the two rooms I booked and had to pay for another room and they did not refund me the extra charge because the hotel claimed a no show policy even though Hotels.com somehow used my daughter in law's name on the second room. Please be careful when using the Hotels.com app or website. I am going to book straight from the hotel website from now on.

June 9-11 I was evacuated from The Carriage House Calgary the first night due to a pipe break. I contacted Hotels.com to request a refund. After a few days customer service contacted me by email (I have the email) that the hotel denied the refund. Taking their word for it I wrote a review about the denial. Wanting to talk to the manager of the hotel in person I drove over and to my surprise, 3 of the 28 client refunds the hotel initiated were denied. The manager of the hotel had no idea why hotels.com refused. Staggering the lack of integrity revealed. I am a gold member having been with them for 20 years. Beware. They will lie to you for their benefit. The manager at the hotel is exceptional along with the support of the staff. I’m so thankful I went in. I am still waiting for hotels.com to delete the review I wrote based on their lie. Beware. Any company willing to do such a horrible thing for $400 should be avoided and brought to light.

I recently had an incredibly disappointing experience with Hotels.com. After needing to adjust the dates of my reservation due to reserving the wrong weekend (I reserved 2 days for next weekend and only wanted one night this weekend), the booking was simply changed by management to a one night stay with no complications. I was assured by the hotel manager that I would only be charged for the one night we stayed and that I would receive a refund for the additional night and the receipt showed a 200.00 charge for the one night. However, despite this clear communication and hospitality of the hotel manager, Hotels.com charged me a penalty fee without justification and refused to honor the refund promised by the manager even after showing the hotel only charged me for the one night.

I’ve been a loyal Hotels.com customer for years, making multiple reservations through their platform and accumulating 5 free nights through their previous rewards program — worth around $600. This was a key reason I kept booking with them. However, without proper notice or fair consideration, they changed their rewards system to OneKeyCash, and all my accumulated rewards are now expired. This feels like outright cheating. How can you promote a loyalty program where rewards never expire as long as you keep booking — but then silently change the rules and wipe out years of loyalty?

Extremely Disappointed – $1500 Stolen. I prepaid $1500 for 4 nights at Home2 Suites Jekyll Island through Hotels.com. Due to an employee leaving my company, I couldn’t use the room the first night but arrived the next afternoon. The hotel had already given away the room and refused any refund—even though they likely resold it. Hotels.com offered no real support and wanted to charge me more to change dates. I ended up paying another $500 at a different hotel. This experience was unethical and inflexible. Both the hotel and Hotels.com profited twice off one room and left me out in the cold. Never again.

I’d be very careful before booking through this site!!! The hotel was amazing, but Hotels.com added $125/night as a charge for an “additional guest” on top of the stated room rate. I searched for a room for 2 people, so if the rate was for 1 person, it should have been made clear. Hotels.com refused to refund the additional charge. Stay away!!!

Hotels.com DO NOT GO THROUGH THEM! I have had nothing but problems. I will NEVER use this place àgian. They deal with shady motels who double charge and it's been DAYS and it's still not been resolved. I never got a receipt from this motel. I paid cash and they charged my card! And Hotels.com is doing nothing!!! But giving me the runaround!

I’ve been a member/user for many years. Never have I ever been treated so poorly by a “supervisor”. I had a refundable booking that I had changed the dates on a week in advance. I moved up by one day and shortened the stay by one day. They REFUSED to refund the one night stay a month later. Even though I called them two days later once I received my bill. I was told I’d be refunded via OneKey. Got a very rude supervisor after customer service escalated the call up. He just repeated sorry, nothing I can do. He spoke over me and was very condescending. Needless to say my colleagues & I were members. We will be using Booking.com moving forward. I suggest everyone do the same.

The "Pet Friendly" hotel refused to check me in for my reservation because I was traveling with my cat. The clerk insured me I would not be charged but I was because they wouldn't check me in. Hotels.com was unable to resolve the issue.

Never use them. It's a crappy service. They don't provide support other than their users. If you go through them and have questions or concerns, all you get a crappy AI service. They don't support you to get your problem resolved. I am done with them. Beware, it's super bad service once you get stuck with them.

Stayed at the hotel in Springville, Utah, Microtel. Very disgusting. Crap on the ceiling, blood on the walls, handprints on the walls, blood on the sheets, blood on the bedding. Refused to give refund. Hotels.com is no help either. Will never go through them again.

Absolutely terrible, our stay was double booked so we did not get the stay we paid for and have yet to find any way to actually contact Hotels.com about this. We do not recommend anybody use this website!!

Never, EVER use this site. Once you book and pay you are trapped. The 'change or cancel' button is essentially disabled, with a constant, 'sorry something went wrong, try again later message." The virtual assistant also malfunctions. It doesn't recognize a hotels.com itinerary number. Even with the itinerary information it keeps spitting back 'no bookings in your name."

After checking into a room that was not as pictured we immediately contacted Hotels.com for solutions. We were told to wait while the hotel was contacted. We were then told the hotel could not issue refund for the first night since we checked in already but that the recommended early checkout the next morning and a refund would be issued for the remaining two nights. I checkout out and recorded a receipt from the hotel showing the refund amount we should be getting.

I will never recommend this site. Difficult/impossible to talk to a human. They changed the date of my stay and I couldn't call them and tell them to cancel. The harder it is to get help, the more of a scam it is. And hotels.com is a scam.

I booked with Hotels.com for years, but recently I cancelled a booking and was told online that it was taken care of. But I was billed as a no-show. I have chatted, emailed, and called Hotels.com for reimbursement, after contacting the hotel itself to no avail. No help! I am out money when it was not my mistake. Will book directly with hotels from now on.

Read the fine print before you pay. They add fees you might not be aware. Not worth it, in a hurry and I should not have been after hours long AI review and finally a real person. I found out their business model the fees added almost 40% to a $100 dollar room. I just did not get it and I hate being dupped!

I'm writing this review for Hotels.com. I booked a hotel for first time on this site and unfortunately I had to cancel. I thought this would be a headache but I started a chat with Farima J. And they were able to resolve my issue within 15 mins. I couldn't believe it. I will absolutely use and recommend Hotels.com. Thank you. Lisa

I booked a room for my in-laws through hotels.com. The first night, the hotel charged my in-laws even though I had already paid for the room, and the second night (return trip) they charged me for a room type and amenities that did not exist, and now they are trying to make that my problem. As recently as this morning, the hotels.com site is still offering a "free breakfast buffet" as an upgrade for a hotel that does not and has never offered breakfast, and the charges on my credit card are $20 higher than the invoice my in-laws received for the hotel. They refuse to acknowledge any error. NEVER USE THIS SITE.

I used to travel quite a bit and learned to use Hotels.com when booking hotels. It had always saved me money in the past. It has been a couple of years. I need a room for three days and booked at $450. Didn't think much of it. Then when I check in there was a small issue, the hotel (Hilton) charged me again ($330), I knew I would be able to get it refunded. After the refund from Hilton I contacted hotels.com for a partial rebate, they talked around and around but would never offer any sort of refund. So beware, check the other sites. I'll NEVER use hotels.com again, as they say NEVER ASSUME!

Booked a hotel in Civitavecchia, Italy at Hotel Smart Cruise for July 19, 2025. When confirmed dates showed up it was May 16. Called within minutes to get dates corrected, got the runaround and got hung up on, called back. Tried again with Anna. Got the runaround again as we did before, said they couldn’t find reservation and so on. Said they could not cancel reservation or change dates. She said good luck trying to cancel charge. We are disputing and going to bash them on any platform I can find. Going to stick with Priceline as they are a reputable business. Btw we were very polite all the way through.

I recently had a negative experience with Hotels.com that customers should be aware of. I booked a hotel room for the night through Hotels.com. When I arrived, I was told that Hotels.com had overbooked and there was no room available. This was at 11pm, with several small children. I ended up still being charged by Hotels.com despite the hotel cancelling, and had to go through an irritating process to be refunded. No restitution was offered. When I asked to make a formal complaint so that Hotels.com could improve this problem, I was told that no such mechanism existed. So, buyer beware -- consider booking directly through the hotel rather than risk not having a room due to Hotels.com.

HOTELS.COM IS A SCAM! Just make your reservation with the hotel directly. We had a last minute situation with elderly parents. Embassy Suites was willing to cancel the reservation at no charge, but Hotels.com would not give us our money back. They are THIEVES!!! DO NOT EVER USE HOTELS.COM

Don't use Hotels.com. They went from being the best booking service to a straight up scam. The already weak reward system is a scam. You will find out that barely any hotels are eligible to be paid with rewards points because, in their words, "most properties are already discounted". Total scam. Fraud class action!

Bad website. Not even helping customers. I booked a room for 2 nights with Paradise Inn 525 Washington Blvd. Montebello, CA. I don't have anyone in the city and got here 4 am, asked for early check-in or charge extra for extra day before 2pm check-in so I don't stay in the street. I got sick being in the parking lot and called this damn app. Hotels.com. They don't even help trying to charge extra for cancelation that is the Paradise Motel, greedy, indifferent people. I'm a repeat customer and this is what I get. Karma is a ** people. Rude people. Unkind people. I will not ever use this app again.

The WORSE app ever don’t waste your time building status when them. I had a Gold status and 1 free night. I tried to change my email address to which the app suggest you can do but it would let me do it and kept giving me an error saying “sorry something went wrong from our end”. I tried the app, Chrome and Safari but non worked. So I called their customer service. First agent after 20 minutes of wait time that the issue is from their end and to wait 4-5 hours and try again. So I waited 24 hour.

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.