Hotels.com Reviews

I booked a room through Hotels.com at a resort and the room that I booked did not exist on the property. This is a cautionary note for all Hotels.com users to contact the property directly to verify that the style of room that they’re looking for actually exists. Under normal circumstances, Hotels.com provides a wonderful product because you book just a hotel room when booking at a resort with multiple types of rooms available.

I did booking just now on Hotels.com with this faith advert on web is accurate. I finalised booking and when I reached to hotel Hotel Grand Alshahba Alkakia Itinerary # ** I am totally disappointed. Tried to get help from hotels.com and their advisers completely non-cooperative and I believe adverts on their web is totally misleading. Nowhere near to reality. I am not struggling to get my money back more than 339.60 and not getting any response at all. My recommendation is stay away from this website and don't waste your money.

Got robbed for 153 dollars from this site. Don't use. Wasn't told about extra fees at booking then come to find out couldn't get a refund from the company when they never warned me about extra fees so now I'm out 153.

Try to find another website to use. Because Hotels.com is horrible. They put Me in a hotel that had construction and I have leukemia, I called them and let them know that they were working on the building and can they use my same reservation and move me to another hotel. Alexander who said that he was a supervisor told me he could cancel my reservation, find you some money and go somewhere else. They are terrible. Please do not use them. They wouldn't even take any money off of my reservation. Knowing that the hotel was on the construction and I could get sicker and the heat went out. It was just horrible.

We had 2 separate reservations for a hotel in Louisville, and for our 2nd day hotels.com had never sent the reservation to the hotel. To book for that night would cost us an additional $40, which we felt was not fair. After being on the phone for 3 hours on and off between the hotel and Hotels.com, the rooms became all booked at the hotel we were staying at so we had to move to another hotel. Hotels.com set us up in another hotel, and agreed to pay any differences (which of course was nothing).

The website walked me through setting up a reservation, did not have my email, I did not...at that point...have the app. I paid $16 for insurance and it was a pay later reservation. The $ was immediately taken out of my account. I canceled the reservation and was told the only reason I am getting $ back is because I bought the insurance. I have still not received my money back. I never received an email from them even after I downloaded the app and the hotel is not answering. I am going to dispute with my bank and I will never even try to do business with any of these companies again.

This review is actually zero stars! In trying to resolve a refund or a re-book situation Hotels.com and Ella's Cottages both denied being able to help with the situation by putting the blame on the other. Are we just playing games here? After hours, and I mean hours of being on the phone this is how my problem was taken care of. So who's lying? One of you are lying! That is why I will NEVER do business with either of these companies again. $640.00 down the drain!

What a joke. They advertise this hotel as Mountain View‘s, upscale…. It’s literally right off the highway. The photos don’t match what it is. There’s homeless people outside, drug addicts makes you feel very unsafe. When you call Hotels.com. They give you a runaround BS story that you can’t get a refund. No one should stay where they do not feel safe! Especially as a female traveling alone this is not acceptable at all. Stay clear of Hotel Zico! Gross! Nothing like what they described or claimed to be.

I booked a stay at the Barceló Maya Beach Resort in August 2025 through Hotels.com for an upcoming trip. While reviewing my reservation details closer to the travel date, I noticed the booking listed a king-size bed and a crib. Since my child is 17 years old, I contacted Hotels.com to request a correction to two full-size beds instead.

I purchased the cancellation insurance just case I had to change plans. Unfortunately I accidentally entered the wrong dates. Even though I caught when I received my confirmation, less than 5 minutes later, they considered it a non covered cancellation. My case was denied for reimbursement. In my opinion this a scam as someone has to die or there has to be an act of God to receive reimbursement.

Booked a room a month in advance, a bad snowstorm was forecasted and we had to cancel the trip for safety. We were unable to change the reservation date or get any sort of refund. $300 down the drain, because we didn't go for the $100 travel insurance. The Hotel themselves said they couldn't do anything since it was booked through Hotels.com. Book through the hotel yourself to save on the hassle. I do not see any benefits of using Hotels.com.

We drove 11+ hours through snow and arrived at our hotel only to be told that when they tried to approve the reservation earlier the Expedia card was declined. I showed him my Hotels.com receipt and my bank account snapshot showing the money Had been withdrawn. I got on the virtual Chat with Hotels.com and they tried calling the hotel and getting them to LOWER the PRICE of the room! The hotel refused. I was in a lobby full of people being told my card was declined when it was Expedia’s card that was declined. My card had been successfully charged by Hotels.com. I told them I wanted a refund and was leaving to find another hotel and the agent Refused. I am disputing the charge With my bank.

The absolute worst! I have contacted Hotels.com several times regarding this booking as there is something very shady going on with the Stallion Suites - Entertainment District. TORONTO - DO NOT BOOK AND DO NOT USE HOTELS.com

This is a horrible company! Nothing but grief. Customer service from some third world country where I kept asking to repeat because I could not understand them. NEVER USE HOTELS.COM, AT ALL COSTS. ALWAYS BOOK DIRECTLY WITH HOTEL OR MOTEL!

As many times as I've used Hotels.com never had a problem. Now that I have to cancel a booking they're having system problems continuously on every call multiple calls that I have given. Just seems kind of suspicious. I'm thinking this is not the way to go. I'm thinking I'm just going to go ahead and go back to Booking.com or Expedia. Never had issues there.

Reserved a room and purchased the cancellation insurance. Ended up in the hospital so cancelled the trip. I am now having to track down physicians to provide evidence of the hospitalization and surgery. With purchased insurance, I should be able to cancel my reservation and not be charged and not have to go to these lengths for a $200 refund. I will never purchase through them again!

Their customer service is nonexistent. Their online doesn't work at all. Trying to reach an actual human can't be done. They didn't used to be like this so I'm sure it was due to a sale of the company or some sort of merger. We will never use them again.

Absolute scam. The hotel I booked cancelled my reservation however Hotels.com refuses to give my 150 dollars back and every time I call they’re experiencing technical difficulties or the USA office in Florida is gone for the day and I’m told to call back. It’s been over a month and no resolution and no refund. Book Expedia. They are only ones located in the US.

I cancelled a reservation within the stated free cancellation window, yet Hotels.com still charged me for the stay. When I contacted customer service to resolve what should have been a simple mistake, the experience only got worse. The representative was unfriendly and unwilling to help, and I was told I would need to pay an additional $50 cancellation fee just to receive a refund for a charge that never should have happened in the first place. This felt unfair and misleading, and it completely defeated the purpose of "free cancellation". Very disappointing experience and not a company would trust going forward.

Hotels.com is the worst place to ever book a room. I booked a room by mistake and canceled the room in a matter of seconds and they didn't want to refund the money or work with me in any kind of way. Beware read the fine print, this company is scam and money hungry for every cent.

I booked a stay on Hotels.com for a memorial trip for my deceased grandfather and due to a change of plans/miscommunication I was forced to cancel and I had only cancelled a short while after booking (maybe a few days). Keep in mind I paid for the insurance package just in case something like this happened, and I did the payment through Affirm. However the after I cancelled on hotels.com they did not contact the hotel whatsoever about my cancellation and when I cancelled it said no refund which I thought, "Whatever. I booked it on affirm. Maybe it’ll go to them or it’ll just cancel on that too."

We reserved a Hotel "Omero Ocen Park" in San Juan for 6 nights. We stayed 2 nights, because the owner behaved in an extremely rude and aggressive manner, threatening us, violently pounding our room door, and using abusive language, just because I friendly mentioned leaving a bad review. We no longer felt safe there and were forced to leave. Following this, our reservation was officially cancelled. We later noticed that our room became available again. Nonetheless, we no longer stayed for our remaining 4 nights. And so we seek compensation for those 4 nights, in fairness, but never got one. But my complaint here is not because of the compensation or refund. Is because Hotels.com does not allowed us to review/rate our stay, even though they agreed that it's our right to rate/review the hotel. They mentioned it's a technical limitation of the system. But I'm not buying it.

I rescheduled my hotel stay at the Hilton Garden in Hollywood California for 4 days later that I booked with Hotels.com. They refused to refund me even though it was 6 days ahead I canceled and asked to reschedule. I went to the hotel on a Thursday and the hotel told me there was no new reservation made from anybody. I was furious. I told the Hilton if they don’t see my former hotel reservation please help me. The Hilton nicely helped me with a room even though there was no reservation. They said they already charged me for the former stay I never showed up to, but would accommodate me for the trouble.

DO NOT BOOK through Hotels.com. If you try to cancel they will ignore you until the time limit is up to be able to cancel. Can not understand ANY of their staff when you try to cancel. I was disconnected MANY TIMES and they try to blame the Hotel. It was NOT the hotel's error. It was Hotels.com! Don't do what I did, please go directly to the hotel site you wish to stay at...HOTELS.COM is terrible!!!!

I booked a hotel in Bottineau, ND during New Years and paid for the insurance to cover in case we were unable to make it. A couple of days before the trip, we found out we were not able to go. I cancelled online within 48 hours and Hotels.com is now refusing to refund my money stating it was due to weather and is non-refundable. I am now out nearly $200 even after doing my due diligence to make sure I purchased the insurance. I will never use hotels.com again and do plan on pursuing whatever I need to, not only to get my money back, but to make sure none of my friends or family have the same experience I did.

Hotels.com listed a hotel with accommodations I was looking for but when I arrived at the hotel they didn’t not have those accommodations. The hotel was under construction, making our stay dusty and noisy. The construction crew blew a circuit, causing us to not have hot water for 24 hours of our stay. Construction caused TV’s to glitch. The hotel didn’t have staff which would explain why my room had debris on floor, dirty cups in cupboard, dust covering stove, and the worse was blood on bathroom floor and wall. The manager at Homewood by Hilton in Reno NV said she could not refund us because I booked through Hotels.com. When I contacted Hotels.com they were not willing to refund us either. I will never do business with that hotel or Hotels.com again!

After reserving 2 rooms (5 weeks in advance) online and only 1 was confirmed, I cancelled the reservation immediately. Cancellation email was received but money was not deposited back into my account. Have tried numerous times to recoup money with no luck. Dishonest company to do business with.

I have used Hotels.com for years, but my last 2 bookings have been awful. I am done deleting my app and never using again. No customer service, zero help and awful sketchy bookings. I will be deleting my app and never using this service again. I highly recommend booking directly with the hotels. Pricing is usually better and better customer service. No need to use their service as it does nothing you can't do yourself.

My only brother was dying. So I booked a Hotel in Hardeeville, SC, near my brother. The Hotels.com rules said I could cancel my booking by November 30, with no charges or penalties. Unfortunately, my brother passed away early on November 29. So I cancelled my reservation. I was not only charged the room rate for all the days I had booked through Hotels.com, but I was also billed a cancellation penalty. I do not recommend trusting Hotels.com with your travel bookings.

Rip Off. When you search for hotels at the Hotels.com website a pop up pops up next to the price that says "What you see is what you pay". Then another full size pop up says "We're not like the others. We include taxes and fees." Both are lies! Both are totally false statements, because they do charge additional fees. I booked a stay at Hampton INN, Hotels.com gave me a option to pay the "what you pay price" at the Hampton INN. So I did. When I checked out Hampton inn charged me $10 for parking of their self parking regular lot. When I questioned it they said it was posted in the fine details of the Hotels.com site under additional fees under the "see all about this property tab".

We booked a vacation and I booked the wrong night, immediately canceled and received confirmation that I canceled, and I booked the correct date. Before I arrive on correct date, Hotels.com informs me that they are charging me for both nights and there is nothing they can do.

I recently use these people on a hotel stay for nights. The hotel had to give me discount on the stay due to problems in the room. They sent the payment back to Hotels.com and gave me a receipt at checkout for the discounted rate. I have sent this in to these people trying to get the refund back and they still have me charged for the full price. The hotel stated, "We've sent that refund back the day you check out." But Hotels.com won't give it back after I sent proof so now it's under investigation. Please please don't use these people unless you are ready to get stressed out!!

They steal your money. I double-booked a room. Instead of canceling the another booked room,, they stated, "Can't help you." I called them and they didn't care or listening to me. I will never use them again.

Would give zero stars if possible. They only show good reviews and not negative. When you arrive to a crack hotel with police already there they refuse to cancel the reservation or refund the room. The majority of the hotels they advertise are crack hotels of which you don't know until you get there because they hide bad reviews on their site. They have the worst customer service. It takes forever to ever get through to an actual human and then they are no help only tell you there is nothing I can do.

I called and asked questions as to what was covered with the travel insurance. It was clear that if I had to cancel due to a flight cancellation I would be fully refunded. My flight was cancelled due to the Government shutdown and I filed a claim only to have it denied by claims adjuster Florence **. I am confused and disappointed as I did everything I was supposed to do. I plan on filing a formal complaint in hopes that this behavior stops.

Had a terrible experience with a hotel they listed at 5 star with no negative reviews. Hotel was infested with Roaches and they would not give refund. I checked out as soon as office reopened and ask to speak with manager. I showed them pictures I had taken. Office staff told me manager would call me before noon. I called back just before noon and was told I would receive a call back. I returned call again that evening as I did not receive call, at that time I was told the hotel manager claims Hotels.com was responsible for any refund and Hotels.com claims hotel was responsible. I will never use service again. Buyer beware!!

If you book with Hotels.com, expect to get screwed. We booked an overnight stay at the Ramada by Wyndham Newburgh/West Point based on the photos of a property on Hotels.com website and when we arrived, we found that the photos did not reflect the property was actually like. Specifically, the check-in counter was surrounded by bulletproof glass (no joke), room number on the door was magic marker on Blue Painter's Tape, the rooms had peeling wallpaper and ceilings, and the bathroom was disgusting. The property was worse than Section 8 housing. We didn't take pictures because we wanted to get out of there fast.

I booked Drax Hall in Ocho Rios Jamaica. The host scam me stole my money then lied about doing a refund. Never gave me exact address. Hotels.com did nothing. I have been trying to get a refund since May. Do nothing book Drax Hall. It's an apartment with security that will not let you pass the gate as it's for residents only. The owner doesn’t want any sub renting. I was left with no place to stay out of my mire money and looking for a hotel to stay at as I was out of the country with nowhere to stay. Got hood not safe. Something bad could've happened. I been in contact with hotels.com which the e-mail doesn't work nor phone number. So how do you get a refund.

They are the worst. I made a reservation for a week in the Caribbean. I clicked 'confirm' and the website flashes up "congratulations, you're confirmed". But no email confirmation. I used the chat function to try to confirm the reservation which was useless. It was nearly impossible to find a customer service live person number but I eventually found it. They were not good either. Best they could say was for me to check my credit card to see if the reservation went through. The agent speculated that there was a price change between when I started and finished the reservation. Then he tried to get me to re-book with Hotels.com. Crazy.

We booked Lava Stone in Santorini through Hotels.com (Oct 13–16, 2025). Upon arrival, we discovered the property is completely inaccessible to anyone with mobility limitations—there are uneven stairs and no handrails, which are not mentioned anywhere on the listing. We had to find other accommodations immediately. The hotel refused to assist, and Hotels.com declined to issue a refund despite the misleading listing. Future travelers should be aware that this property is not suitable for anyone with any kind of mobility or disability concerns.

I booked a hotel (Hyatt Place Fort Worth Hurst) through this platform and had a truly awful experience not just because of the hotel itself, but because of how this booking site failed to protect me as a customer, especially as someone with disabilities. The hotel I reserved was misrepresented on the site. It was outdated, poorly maintained, and had serious cleanliness issues, including visible mold and a strong mildew odor. As someone with autism and OCD, these are not just unpleasant they are triggering and can lead to severe sensory overload and distress. None of these conditions were reflected in the listing, and the information provided was clearly outdated or misleading.

Only a one because you can't give a 0. They failed to make our reservation as we paid for. You can't talk to anyone at Hotels.com, even as a platinum member. Dig through AI bs, then human chat, and an hour and a half later they agree to refund my money BUT REFUSE TO SEND A CONFIRMATION OF CANCELLATION. What a bunch of incompetent crooks.

AVOID HOTELS.COM AT ALL COSTS! I booked a hotel through Hotels.com for a multi-night stay, and the rooms were disgusting, unsanitary, and completely uninhabitable. After driving over 10 hours, we were forced to find another hotel at the last minute because Hotels.com failed to ensure even basic cleanliness standards.

I am a senior citizen and I made a mistake in my booking. 2 minutes later, I tried to correct it and could not. This site has no double-checking on information provided, which would have been helpful. They did attempt to contact the hotel and when they couldn't, it was basically tough luck. They say that the hotel is who determines what happens and the hotel says that they cannot touch a reservation from Hotels.com. My 2-minute mistake is now costing me $300. I would love to know who actually keeps that money. I will never use them again.

I used them end of August and I stayed at Olentangy Motor Inn, Columbus, Ohio. When I woke up, there was a bed bug on my pillow. I called manager and she said she’d switch me rooms. When I showed manager picture, she dismissed it. I asked for refund and she said since I booked through Hotels.com, they would be ones to give me a refund.

I made a reservation through Hotels.com which claimed there were three rooms available. When I arrived I was told the hotel was full and they canceled my reservation and notified hotels.com. Hotels.com never notified me of the problem. I then had to make new accommodations and pay again. It took me three hours to find a way to talk to a representative at hotels.com, it is not on their website. The agent I spoke with was suggesting this was my problem, not theirs. I have already talked to my bank about disputing the charge. They have a record of my call but I need to wait for the room to actually be charged to my account.

I booked a room on Hotels.com. They quoted me a price that I paid. Then when I checked out I got the itemized charges for the room from the actual hotel. The $1200 room should’ve only been $800. They refused to credit me back the amount they overcharged

Hotels.com is a total ripoff. They didn’t refund not refund my $1081 that I had to cancel due to the hurricane hitting the island in Hawaii. They blame it on the Island Goodes hotel. It doesn’t matter because I lost the money, anyway.

I stayed at the Inland Inn and Suites for one night and it cost me about 600$. There was no a/c and no 24 hr clerk and there was no getting my money back for a room that wasn't like the video I saw on the ad on Hotels.com. They allowed me to be victimized by their client and they have done absolutely nothing to help me with their client, they served me up to their predatorial client. They were the provider and their client was predator, and I was the victim. All told I lost a thousand dollars dealing with Hotels.com. Don't make the same mistake I did, end up in an overpriced room with a door that doesn't lock in the middle of a bad area on the top floor with no a/c in August in San Bernardino CA and then have it happen on your anniversary, only to break up as you're leaving the dive motel. Don't book with these people. They don't care about you. Go anywhere else but not here!!!!

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.