Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I made a reservation on their website based off the days I put in and when I checked out it had adjusted the days by one day. I immediately reached out to them within seconds of the reservation to get them to change it to the next day for my reservation. I was told because I did not pay extra for their insurance which is a SCAM that they could not help me. Then the agent who is a liar said he called the hotel and they refused to change the date and that I was out of luck. Even showed them where their platform made the mistake but they will do nothing about it. I was told I could get an email to request a refund and I have sent all the screenshots to prove their mistake and sent over 5 emails after that and have received NO RESPONSE from them at all. Do not use them.

My wife and I booked with Hotels.com and on the website for surestay by best western in gatlinburg Tn. We go to check in on October 5 2023. The hotel is unsanitary to stay there so we ask for a refund. The desk Clerk said comeback in the morning so we go to another hotel and pay again with hotels.Com. We go back in the morning to see the manager. The manager said it was out of her hands and the credit would have to come from hotels.com so I called. They said, "Wait till October 10 2023. We will give you a refund." Here it is 11/24/2023 still no refund. Can someone please help me? I am out $662.20. Please help me.

I truly cannot understand ANY negative comments about this website and the services it provides, notably with regard to lodging accommodation (which is my specific experience, with them). This is the best of the best of the best, regarding hotels. Indeed, you should shop around elsewhere also (Trivago, Expedia), but once you make your choice, just book it here, in this website. I purchase our (family) flight tickets on Expedia, but our hotel rooms, on this excellent website.

I recently made reservation through Hotels.com. Our experience at the property was awful. Shortly after checkout I received email from hotels.com with a prompt to leave a review. I decided that it is good idea to let other travelers know to stay away from the place where we were. I went ahead and wrote a lengthy review explaining all the issues. This review was never posted. Just keep in mind that they filter all negative reviews.

We had $247 worth of rewards that this company converted to KeyCash and have them expired in less than 2 months after conversion. When we tried to use it, they said it was expired less than a month ago. No reminder whatsoever. No customer service you can rely on. They respond everything you said with an automated text. I will NEVER use or recommend this site, so sad because it used to be operating so well. Go try Google Booking or even Hotwire, you will get a better worth of your money.

I was having a hard time getting a refund & was frustrated but finally called customer service & spoke with Jerany via phone. He was very very helpful & resolved my issue very quickly & gave me a call back to let me know that what was going on. He is the reason I would give hotels.com a 5 star review. Very polite & understanding. Hotels.com needs more people like him that actually care about the customer.

I booked a hotel room with the "one key cash" I had on my account. I had to cancel the reservation due to personal issues. This was several days before the reservation date. I couldn't get to a human being, only a bot/online agent. I was told that the reservation was non-refundable. That was completely hidden in the booking, so it was a complete surprise to me. In essence, they and the hotel get a profit and the customer gets screwed with no recourse. I would understand if it was last minute, but days in advance? Why even give them the courtesy to try to cancel ahead of time at all? Just don't show up next time, that way they can't make double profits on a room you won't use by booking it to someone else.

I booked a hotel through Hotels.com. They reported it was 50% off. When I needed to add an extra day to my stay they couldn't help me. I had to call the hotel directly. I learned that the price I paid was $5 less than the regular rate! False advertising!

Should have read reviews before attempting to use. 30+ minutes on "Chat" with no results. Website said there was a communications error. Customer service will string you along without addressing the real issue.

Hotels.Com are con artist. Do not I repeat do not use their service, their no refund policy is criminal. Online agents read from a script and do nothing to assist you. Stay away. They are con artist. Period.

I would never recommend Hotels.com for any needed hotel reservations. I had booked with them 1 month in advance, 2 weeks prior to stay I spent 45 minutes on the phone attempting to cancel my reservation. Even after purchasing the insurance from the reservation site they were unable to refund my money. As I read in another review, they are thieves.

After using them to book rooms for years they recently changed their rewards program to One Key as part of Expedia. The reward of 10% has been reduced to 2%. Instead of a free night after 10 nights it takes 50 nights to get a free night. I will not use them again.

The new Onekey program is not worth staying loyal to Hotels.com or Expedia or VRBO. The new program is peanuts and very misleading. From now on I am going to shop around or book directly with the hotels themselves.

These people ripped me off of my free hotels after booking ten consecutive nights. I was supposed to get a free room but was denied. I was told that my additional credit of $83 also expired, and I could not be assigned or transferred to a manager. I explained to the gentleman that there was a death in the family and that I could provide proof upon request, but he did not care. I also asked to have contact information for their corporate office, and I was refused this information as well.

Cancelled my reservation one day before my travel with my family. Gave no reason. I called the hotel and they said Hotels.com had cancelled it. Then I called them and they said the hotel cancelled it. I spent an hour and half on hold to try and figure it out with hotels.com and they just said they didn't know what happened and rebook. There were no rooms at the place available when I went to rebook. HORRIBLE.

We all need to collectively STOP USING these booking websites. Go through the property! I have never had a problem with contacting a property directly; sometimes language might be a slight barrier, but we’ve always managed. Hotels.com and the other booking websites make you feel as if you have no other options, and they could not care less about personal situations that might impact plans. They just blow, and they’re taking money from the properties and the users - just trash.

I was trying to book a hotel online. I did not know Hotels.com was disguising as a actual hotel I was intending to use. I realized that after $600 or so was debited from my account. I canceled and was charged $199 although the booking was 9 months out. Could not negotiate a full refund. The rep was obtuse to my situation or mistake. That mistake was costly. Do not use Hotels.com if you decide to use a third party. They are hiding and disguising themselves and ready to pounce into your money. Stay AWAY from these crooks!

I have been an active user and the last time I used the award of the hotel credit card was on August 12, 2023. However, on October 4, 2023, $280 of OneKeyCash awards were all gone. When I emailed the support they kept giving the same answer saying that the last activity was on October 4, 2022 even though I sent them the screenshot showing the activity on August 12, 2023. I will not use this credit card going forward as this is a scam and the support is horrible.

Something simple like a website error booking the wrong location is immediately placed on the customer. Refuses to help until you push. Unpleasant. Doesn’t believe in customer service. 10/10 never again.

Booked through them for to the hotel. La Quinta in Richardson Texas. Hotel was absolutely filthy and smelled of weed. Checked right out and no one will issue a refund. Horrible experience. Will never use again.

I booked a one night stay and was charged 116.67 by Hotels.com and the actual hotel fee was 92.22 and hotels.com pocketed 24.45 and customer support said they cannot give the difference back so they make a profit from people. Don't ever use them. They are thieves.

I've been using Hotels.com exclusively for booking hotels for more than 10 years. No more. Between waiting on hold forever, and then quickly being hung up on, I'm done. And this is far from the first time I've had an experience like this. I'm just going to start booking directly from the hotel itself.

They don't care about people. Do yourself a favor and book directly through the hotel you're staying at. It's not worth the headache. They hang up on you, put you on hold for long periods of time. Do not use them.

They let the hotel charge me 2 times after kicking me out after asking to check out due to family emergency and they told me no so then I started a chat with Hotels.com who let the hotel do whatever they want. Will not be using them again.

First of all, I had a terrible experience dealing with Hotels.com for one of my bookings. I am a GOLD Member with Hotels.com and a frequent traveler (not anymore/deleting my account). I made a booking with a hotel in Astana (Elite-Apart) from 04th October until 07th October and for some emergency purposes, I had to reschedule my trip from 08th October until 11th October. I tried calling the property owner several times since 04th October but wasn’t able to reach. I tried reaching Hotels.com and they tried calling the property owner several times but wasn’t able to reach (attached is the proof).

I recently booked a hotel with this company because my family and I were planning a trip to Disneyland. On their website, it states that if you cancel at a specific date, then you will not get charged any fees and you will get your full refund back. So when I called to cancel they were charging me a service fee that was not stated or mentioned anywhere. As I was explaining to them my frustration, mind you I was speaking in a calm manner, they started to get aggressive with me and started to yell and raise their voice. They were even calling me an idiot for reserving and saying, "Oh well that sucks".

I booked through Hotels.com and paid the extra cancellation fees as well. I got the news I Have Cancer and Hotels.Com would not refund $345. So I called the property manager who said Hotels.Com had to reach out to her. Hotels.Com said they couldn’t reach the manager I just spoke with three times already. This is a SCAM COMPANY!!!! DO NOT USE THEM. THEY DONT CARE ABOUT CANCER. ALL THEY WANT IS YOUR MONEY AND EXTRA CANCELLATION FEES.

Do not assume that there is any advantage to use Hotels.com. You can't talk to anyone and they keep your money under any and all circumstances. They provide no customer support and in the end, we lost money booking with them. I will only book at the hotel's website from now on as at least you can get customer support.

Do not trust these people. They lie! I cancelled a reservation on their website because they gave me the option to do so, and then sent me an email advising it's cancelled, but nonrefundable so I am not getting my money back (almost US$900.00). I then tried to get the reservation reinstated as long as I am paying for it, and Hotels.com said they can't do that, it's up to the hotel. I called the hotel and they said it can be reinstated, but Hotels.com must process it since 'it is in their system'.

Booked a room in a Quality Inn through Hotels.com. Checked in and bathroom was disgustingly dirty. Complained to manager who said he would have it cleaned. Came back from dinner and was still dirty. Asked for refund and he said he would give it to me. Once I found another hotel, he said I had to go through Hotels.com. They called him to get refund approved but he was hiding and wouldn’t get on the phone with them. It was obvious he was hiding and I have picture of bathroom but Hotels.com would not refund. He would not even come out. Hotels.com would not refund so I am having to dispute charge. I will never use them again because a manager can lie to them and they have no way of dealing with it.

I booked more trips with Hotels.com than I can count. Now, with the new ownership I am unable to redeem my rewards. This company promotes their business through a rewards program and then makes it very difficult if not impossible to redeem. Companies like this lose my business (loyalty) which is exactly what they are trying to gain??

We booked 2 rooms 8 months ago for a concert 5 hours away. We arrived at our hotel on the date we had booked, only to find out that Hotels.com only sent a reservation to the hotel for 1 room. Our reservation clearly had 2 rooms on it, and our credit card had been charged for 2 rooms. The front desk agent told us this is a common occurrence with Hotels.com. We asked if there was another room they could put us in. Unfortunately the hotel (along with most others in the city that weekend) was completely booked as there were 2 big concerts that evening.

After being a loyal customer for years, I finally had a situation arise, primarily due to faulty information I got from a customer service agent. They have completely been unwilling to help me in any way. Booking through them has cost me hundreds of dollars, I have now learned my lesson, will be canceling my future bookings with them, and advising everyone to do the same.

Travel Nurse, I booked certain days. Hotels.Com knew the hotel was already booked. Changed the the month in order to still take my money. I lost the job because I had no place to stay because all my money was gone and hotels.com refused a refund. Not the hotel who was willing to cancel.

Hotels.com was at best, a decent option to book rooms and earn some additional loyalty rewards. The reviews on the site about the hotels listed as well as the ratings was typically FAR off from what you would expect. Many times the hotels were much, much, much worse than advertised. So if you didn't do your own homework and look up the hotel you might be in for a very big and unpleasant surprise.

The customer service, was unwilling to help cancel a reservation. I was canceling the reservation, because the concert I was traveling to see had been postponed. This was two days before I was due to check in. They informed me that the reservation I selected was a non-cancelable rate. I then reached out to the hotel, they informed me they were not yet paid by Hotels.com, and would consider the cancelation if we could make a three way call. Hotels.com personnel refused to do this. Instead they asked I give them 72 hour to resolve this. They never called.

As a formerly loyal Hotels.com customer, I was initially optimistic when I saw their updated Price Guarantee. Lately, their rates have not been as favorable as major competitors like booking.com. However, I found the process to be an absolutely meaningless exercise in futility that lasted weeks. They have no real intention of honoring the terms.

Checked in to hotel. Front desk clerk seemed disinterested in anything but the game on her phone. Got room keys. Went to room, keys didn’t work. Got new keys, didn’t work. New room had hornets & dirty toilet. Finally got another room. Beds looked very messy. Poor representation of housekeeping. Would NEVER stay here or recommend to anyone.

Booked a hotel through Hotels.com, extended stay Northwest Oklahoma City. Rhonda at the front desk was incredibly rude. Refused to let me check in before 6, even though I had a reservation that allowed me to check in at 3. Said it's their policy for 3rd party bookings. I paid for a 3 check in, and neither the hotel or hotels com would do anything about it. The entire hotel smells like urine. The room was disgusting!! Funky stuff all over the bathroom counter. Neither the hotel or hotels.com would give a refund. There sketchy men drinking in the parking lot. When I complained about the check in time. Rhonda at the front desk threatened not to give me a room. I wish I had taken her up on it, but I hadn't seen the room at that point. So we can't stay here. It's unsanitary, unsafe and if you don't like the service or quality, they threaten to deny you booking at their crappy hotel.

Hotels.com/Expedia is a waste of your time and money. Not only do they not provide you with the cheapest rate, but their modification and cancellation policies are outrageous because hotels don't want to work with these companies. A hotel will give you a better rate directly than any hotels.com/Expedia offer. And they are much more lenient and understanding for cancellations and modifications. You will never talk to a real person dealing with issues. You cannot modify dates and only allows you to cancel which hotels.com offers a modification selection. So your truly only option is to cancel which will ensure a one night charge for the hotel deposit that will not be returned.

Beware. Hotels.com are displaying rates on their page in your local currency, then charging you in US dollars. I booked a hotel in CAD which was charged in USD. I took a screenshot of the price page and sent to them, they said I can't prove I made that booking, even though the price and dates are the same. It seems they just hope enough people don't notice.

This company will not change email addresses for you so you better keep careful track of your log on information or you will forfeit rewards. Similarly they do not allow merging acts so again beware. I lost a bunch because of these ridiculous rules. The website is obtuse and difficult to navigate. The help robot isn’t helpful. Hotels.com overall, is poorly organized and poorly run. When rewards are forfeited just where does the money go? I cannot recommend them at all. Book directly online and bypass the headaches.

On September 19th, I went to Hotels.com app to begin searching for hotels. I noticed my reward cash had been converted to $258.98 for use towards a room/stay were no longer available. I called the customer care line and spoke with a representative. After telling her the situation, she reviewed the account and informed me that my $258.98 had expired on September 7th. I never received notification of the expiration as I was looking to book a room for my 20-year wedding anniversary. The representative said she could not reinstatement my rewards, and I asked to speak with a supervisor.

Booked and Paid in Full, everything was confirmed. When I arrived at the hotel, the Owner was surprised, as they didn't receive any information regarding my booking. The hotel only deals with Booking.com. Since they don't have an account with Hotels.com, they did not receive the payment I made. I had to pay for my stay again. And Hotels.com refuse to refund me in Full, insisted I will get back only 50%. The owner of the hotel also said I am not her first customer who had this issue thru Hotels.com. This is a total Scam, as I paid for a reservation in Full, which Hotels.com is denying they received, as they are claiming the Property has the payment. The owner is ready to speak to Hotels.com, whom did not contact the owner even though I gave them the contact number. I want to share this so others won't be scammed. Use only Booking.com!!

I have been using this company for years and over time it has just gotten terrible with customer service. All of it has been sent overseas and what is not overseas is menus that don't apply to concerns. It has taken me 45 minutes to try and get my email updated and it still is not completed. The AI system does not recognize my question and when I finally got a number to call (because those are all hidden) it still kept offering me menus to punch numbers for but no agent to answer. I finally got someone in India through the chat when I insisted on a manager and I'm still waiting. All I want to do is change my email contact. The bigger this company gets the worse it gets.

I recently made the unfortunate decision to book a hotel through Hotels.com, and it turned out to be a complete nightmare. The hotel I selected, which was listed on their website, turned out to be a scam. What's worse is that Hotels.com failed to protect me as a customer and was unable to provide any reimbursement for my losses. I strongly advise everyone to stay away from this platform and never book with them! The purpose of booking through a trusted platform like Hotels.com is to ensure a safe and reliable experience. Unfortunately, Hotels.com failed to fulfill this basic expectation. Their lack of due diligence in verifying the legitimacy of the hotels listed on their website raises serious concerns about their credibility and commitment to customer satisfaction.

Booked a reservation through Hotels.com/Expedia. My credit card was charged and I received a confirmation email. I get to the hotel at 8:00 at night and they have NO record of my reservation and no available rooms. I call Hotels.com/Expedia customer service and I am transferred to a call center in a foreign country to speak with someone who can barely speak English and completely incompetent. All I got was "I am sorry for your experience," in broken English. I spent the next hour try to find a hotel in the area that had available rooms. I will NEVER use Hotels.com/Expedia ever again!!

Long time member. However will be moving on to something better. To go from 10% back per night to just 2% with One Key Rewards?!? No thank you. It was great while it lasted. Let me know when they figure out it was a horrible idea. Bye Hotels.com ✌

I booked a hotel room based on the photos I saw on Hotels.com, and unfortunately, the actual experience fell far short of my expectations. Upon arriving at the hotel, I was immediately struck by the stark contrast between the online images and reality. Regrettably, the condition of the hotel left much to be desired. To my dismay, I discovered fresh urine inside the hotel elevator, which was an unpleasant and unsanitary surprise. Moreover, the situation inside my reserved hotel room was even worse, as the toilet was shockingly covered in feces.

I made reservations one month before travel date and when we got to the hotel they had no rooms. I verified with the hotel prior to going because I had a feeling something was not right. The receptionist verified the reservation and after driving 8hrs to the hotel they said there are no rooms and all the rooms in the area were booked. I thought we were going to have to sleep in the car. This issue ruined our trip, and the staff at the hotel was extremely rude. Do not stay at HomeTowne Studios By Red Roof Denver - Glendale/ Cherry Creek 4850 Leetsdale Dr, Glendale, United States of America, 80246. We finally found a room after hrs of looking and we had to pay double the price.

I’ve used and preferred Hotels.com for nearly all of my very frequent travel needs. The updated program is terrible and a significant reduction in benefits compared to the original program. I’ve officially made my last booking on hotels.com and will offer my business to another provider moving ahead. What a terrible way to “reward” year over year loyal customers.

I have used used Hotels.com for years now and have never really had a bad experience. There have been a few times it was difficult at the hotel them locating the reservation. However this last time is why I will never use them again. My wife and I had a hotel booked for our 20th anniversary in Seattle. However a month before our trip she was diagnosed with a blood clot in the brain. We were told we wouldn't be able to go on the cruise we had booked. So we had to reach out to all the companies and all of them were understanding. However Hotels.com told us that they would not be able to refund our money because of the hotel and to contact them.

I was a first time customer. Booked my room days before my arrival. When I arrived at hotel they said my reservation were for the day I book the reservation the 30th not the 2nd when I showed up. I ended up having to pay for the room again for the second time, and when I called about the mistake they refused to refund only would offer a new date that I did not need any more. My trip was over. So it cost me double to deal with this company and I got no satisfaction from them. A waste of my time as well as my money. Also the room was actually cheaper than what they charged me! Don't use this site. If you do recheck everything before you book....

Hotels.com sometimes overbook hotel rooms, when you are told your booking has been cancelled and can not be checked in when you arrive in hotel, good luck, you are on your own to find an accommodation. Do not expect even an apology from Hotels.com. My experience is book through local hotel, do not not not book through hotels.com.

STAY AWAY! REPORT COMPLAINTS TO THE FEDERAL TRADE COMMISSION. Bottomline is company lied about my refund. Admitted it was an error on there website calendar issue. This seems to be a common practice. Take consumers money and not return it. Expedia actually aligns itself with this umbrella company.

I had been using Hotels.com for over twenty years without any problem. In short, I booked, got confirmed, and paid in full for my stay. Got cancelled by Hotels, and was denied full refund. Three weeks before my trip, Hotels.com staff called me and said that the property was sold, and it's not available for the time I booked, regardless of I have booked, was confirmed, and paid. The staff told me to cancel the booking and told me numerous times that I would get a full refund. Then I go to the your website to request a refund as the property booking was cancelled by Hotels.com and not by me. I was told to wait for a few days as the virtual staff could not contact Hotels staff.

I had been a long time customer of Hotels.com. They had a rewards program where you earned a free night for every ten nights booked. Then, their site changed, making their map search functionality a pain in the ** to use, and then finally, they changed their rewards program to now where you just get pennies on the dollar for your bookings. Worthless. Just using Google now!

Hotels.com use to be a great service. Easy to book through, you could acquire free nights and they handled your problems or questions. Now they are changing things to "ONE KEY" and it seems to be just a scam. My credits were minimized to 10%, and then not honored as I was told I signed in as a guest. I checked this twice before booking and my computer logs me in automatically, with my name and info, (past trips etc,) showing. But they still would not honor it. Clearly they are trying to retain business that should go elsewhere. They are not the best service in town as I thought for years. Just another scam to not honor $ they intend to keep instead. Priceline is a better way to go. Or book direct, which may give you better prices,

Booked 20th anniversary to Niagara CA. They charged us more than SOP + omitted our Frequent flyer miles. Also the Canada Marriott was overworked and tired from end of summer fare, in fact - looked beaten up - They fixed all that, even in the face of Hotels.com push-back. Problem seed: The Dallas TX Hotels booking agent LIED about cancelling our reservation when we found out their dirty dealings that "included frequent flyer miles". This HAS BEEN published prior circa 2002 BUT Hotels.com got each & every update SQUASHED with the money they stole from you & me. CAVEAT emptor.

I called to modify an existing reservation, and they refused to put me with someone in the USA. They are condescending. They insult my intelligence, and I've been trying to cancel a reservation, and they refused to buy stringing me along both Hotels.com, and America's Best are the worst. They will take your money, they would lie to you and laugh in your

I wanted to add my husband to the reservation. Accidentally cancel it. There was no question if I really want to cancel the reservation. It was happy to cancel it and keep my money. I called back instantly and asked to reserve it back because this was not my intention to cancel it. I also called the hotel I had a booking with. They did not have any information on the booking and suggested to call Hotels.com. So I can not get any of them just to add my husband to my booking. It was my mistake that I wanted to fix right away. We all humans and I did mistake I wanted to fix and pay more to have my husband in the same room and they said it was my mistake that I cancelled the booking and I need to contact the hotel. They also said they could not reach the hotel. I called the hotel twice and reached the hotel twice with no problem. I am not your customer anymore, Hotels.com. And I know you do not care.

Hotels.com proudly advertises their industry leading Price Match Guarantee with links to submit a claim for refund if a cheaper price is found at least 24hrs prior to check-in date. It all sounds reasonable until you try to make a claim. You got through agent after agent on the phone and via email who keep changing their line. You must provide a screenshot of the site you for a lower price on and when you do they claim it's not valid and was likely falsified. You send a link and they claim they can't access it when it works fine for multiple people you've shared it with.

I canceled Thursday for a hotel stay on Saturday due to a hurricane warning. I booked 4 rooms and was not reimbursed or credited due to not notifying hotel on Wednesday. Saturday the state of California issued an evacuation advisory for the island and Still no reimbursement or credit. Hotels.com referred to the hotel's policies. I responded early and only canceled because of the Hurricane. Do not book with them.

I booked with Hotels.com for my honeymoon. They didn't have the room I booked, they didn't have the services offered. The only way hotels.com would help me was if I spent my honeymoon on the phone with them. After hours, I gave up trying to get help, because I was wasting my honeymoon trying to fix it. Then because of this, they refused to fix it. Sorry that you wanted to spend my honeymoon with my husband...regardless, they didn't really offer any actual help or compensation and honestly I feel staying on the phone would have wasted the rest of it, without actually making anything better.

I booked a room with Hotels.com and 45 minutes later my vehicle broke down. There were no repair centers open to help me that evening. I had to get a hotel where I was. And minutes after breaking down I tried to use the link in the email that I was sent to cancel my registration. The link would not work. I got a pop-up screen that said it was something wrong at their end. So I called the hotel directly. He stated that the reservation was so new that he did not have it yet. I told him I needed to cancel. He said fine. And then I contacted hotels.com through their chat. Explained the situation that it was impossible for me to make it and I canceled the reservation. They stated it was not up to them to cancel.

Was charged by hotel for 2 nights, only 1 night stay. I contacted Customer Service.... No help is getting refund!!! Now this new Rewards 1 key, A JOKE!! 10% BACK AFTER WAITING 35 DAYS AFTER STAY, BEFORE REWARD ARE APPLIED.. DONE!!!

You get now a couple of dollars for a $180.00 hotel stay. Nothing compared to the free night every 10 bookings. You can rent a car now but you won't get any reward; booking # starting with US are not recognized by the system. And don't bother to call.... If you are lucky enough to get some live person to talk to (and speak English) they can help you only with recent hotel bookings, no rental car bookings. Since the agent couldn't help me she put me on hold, I hanged up after two hours. I travel frequently for business and I'll start with another hotel program.

My husband and I had an issue with a delayed flight and can’t make our hotel reservation now. Agent was extremely rude when trying to get a refund for one night due to issue not being our fault. I took screenshots of the conversation and will be posting them. We don’t treat people how he treated us so we were just taken back. We saved a lot for this vacation and to lose that much money when it was due to plane maintenance is just a blow. Very disappointed and won’t ever use this site nor recommend it.

I called Hotels.com to speak with a representative about my points being converted to one key cash. Apparently they only give you 10% of the value of your 10-night stay so basically they converted a $90 discount to $9. This is a total rip off. I stay out of town sometimes twice a week for work and I earned these nights. I have been using this to help plan family vacations for years and it's worked great. Now it is not even worth using the app anymore and I will stop using it. They need to reconsider and stop stealing from their consumers. This was a bad management decision. I will no longer be using this app!

Refused to refund charge after telling me it would be refunded. Lied about contacting hotel etc.... I have disputed the charge with CC company. I will also be filing a complaint with The KY AG's office.

We just booked and stayed for eight nights in July and had NO IDEA until I checked my account today to make sure all my "moons" were on my acct, finding out after calling customer service to find that I will only receive 2 WHOLE DOLLARS for each of my $100 room nights! OUTRAGEOUS! We sure are done with Hotels.com!

Hotels.com new one key rewards is a joke. Hotels had the best rewards program with a free stay for every 10 stays. I have been awarded and used 27 reward stays since finding and using Hotels.com exclusively for a couple decades. It worked out to a 10% reward. It is no wonder that Hotels became the number one hotel website. I liked this because I traveled for business and used the rewards for personal travel. Now the one key is only 2% instead of 10%. Well you lost a loyal customer. You should FIRE the idiot executive who came up with this change and go back to your old plan.

I made a hotel reservation on 8/9/23 for an overnight stay 8/11-8/12. Received an itinerary number and paid the bill with my PayPal account. Today 8/11/23 called to confirm the reservation and there was none. Called Hotels. Com. Gave them the Itinerary number I received when I paid for it and they couldn't find the reservation. But the $339. was posted to my PayPal account. Have searched for another hotel for my trip and all are booked. I will never use Hotels.Com again or any other booking site. I now have no place to stay and have to go through the process of having the charge taken off my account.

I made a booking through the Hotels.com website. At no point in the reservation process did I see a space to enter my gift card information. I contacted them within one minute of the reservation. When I used their customer service chat to try and get my card applied, they refused. They would not cancel the booking or offer me any kind of assistance. Very unhappy and will not use this company again. I will gift this gift card to someone I don't like.

Booked the room based on the Hotels.com website price quote. The hotel charged me more. The problem was not the room rate. It was hotels.com got the taxes and fees wrong. I have the itemized bill and there are no incidental charges. Just the room, taxes and fees. Don't trust the quote!

I booked a room for a weekend when I arrived at the hotel there was no record of my booking. I was told the only rooms available were a king smoking room which is totally unacceptable and a queen non-smoking suite. The price was considerably higher but at that time I had no other choice. When I got to the room it certainly did not smell like a non-smoking room. I got a few hours sleep left the next morning and will NEVER book through HOTELS.COM again.

The details are way too long to write and explain here but I asked for a refund after multiple phone calls and hours trying to correct a reservation. They would not correct it or refund my money and lied to me. When I returned from my trip I emailed a lengthy complaint and spoke on the phone with them. They said it was the hotel that should be doing the refund and not them. Well, I booked and paid for the hotel through Hotels.com. Terrible service before and after the trip and the hotel sucked as well. I will never use this company again and I urge you to be careful because they will lie about their hotels as well as what they can do for you.

Within seconds of realizing I had reserved a room on 8-5 rather than 8-6, I called to fix my error. They wouldn't budge saying it was up to the hotel. The hotel showed me proof it was up to Hotel.com. They still wouldn't fix it and I was charged nearly $500.00 on rooms I never used when it could have been fixed in literally seconds.

Due to my unexpected business schedule change, I had to cancel my reservations made thru Hotels.com in the US. The reservation I made thru Hotels.com clearly states that it can be cancelled until the day before my check-in day at the hotel. The Customer Service was not available in the US, and I had to contact their subcontractor in Singapore, who was not able to cancel right away. Their agent told me they have their own rules to follow and told me to wait until they get back to me after they get a permission from the hotel. I called the hotel directly to cancel but the hotel manager said they cannot cancel and that I had to contact Hotels.com again. Needless to say, this was very unpleasant surprise and waste of my time. I will never use Hotels.com again.

I just stayed at a hotel in Stockholm that I booked through Hotels.com. In the past, I always received a 10% reward for my stays. This time, after their OneKey “improvement", I received about 2%. Watch out.

On three separate occasions, Hotels.com has issued us a confirmation that a room is booked. When we arrive at the hotel, they either do not have the reservation, or the hotel is overbooked by hotels.com. We used hotels.com for years without issue, but in the last year, it has been a disaster. When you arrive at a hotel and they either don't have your confirmation or the hotel is overbooked, you are left scrambling to find a place to stay. We have been told by several hotel receptionists that this is becoming a daily problem with the third party booking websites. Don't waste your time and money at hotels.com. Book direct with the hotel.

Let me start by saying flights get cancelled daily,,,Hotels.com should be more understanding about refunding for this reason. NOT REFUNDING- NOT A GOOD LOOK. Hotesl.com lost a longtime loyal faithful customer!!!

I used Hotels.com for several reservations in order to earn the free nights rewards. After earning a free night, I had to change my email address. I tried changing my email address on their website but they make that impossible. I called into customer service and finally got my email address changed but my rewards night did not show up in my account. I called customer service again and was told by a supervisor that "because I changed my email address there is no way to move my free EARNED night to my new email address-PER POLICY"!?!?! He also said there is no way to give me a credit for my lost reward night either. So, JUST BECAUSE I CHANGED MY EMAIL ADDRESS I LOST AT LEAST $175! I will NEVER use Hotels.com to book reservations again!!! TERRIBLE POLICIES AND CUSTOMER SERVICE!!

They allow confusing ads on their site. When informed the response is, "Sorry we can’t do anything about this." Too bad. So I will never use the site again. Getting in touch was difficult and mostly via chat bots. When I got a person I think it took forever to get through the chat message system. In the end they did nothing and allowed the hotel in question to be rude and uncooperative with no consequences. Useless organization.

I logged into my account at Hotels.com for tonight’s day at The Draftsman Hotel in Charlottesville Virginia. The quote was for $139 per night for two nights. Once I can get on it and gave my cc info I was charged $170 per night. I contacted an agent online, who understood, but wasn’t able to do anything about it. All he said is that prices are subject to change. No longer will use Hotels.com.

I used hotels.com to book America's Best Value Inn Amarillo Downtown with a king room for me and my wife. When I got there they said there were no king rooms available and we had to book another hotel. They refused to give a refund and said we had to contact our booking agent. I contacted Hotels.com and they could not get a refund either. I don't know how this is possible when the room I paid for was not available and I had to go somewhere else. This is completely unreliable service. The next day I see that hotels.com is still selling rooms with king beds and yes I confirmed at the hotel that they still don't have any available. So there is a breakdown in communication somewhere but they just point the finger at each other and steal the customer's money.

Expedia, VRBO, and Hotels.com merged and I lost all my past trips. With Hotels.com I had 9 stays with 1 more night a stay would've been free. Very convenient to cut me off just before they have to pay for a night like they promised. In addition I have a BedandBreakfast.com $100 gift card which because they bought that business they said they would honor it. Nope. They even gave me a special webpage to enter the gift card number etc. Plus a confirmation number of the new trip I booked.

I'm honestly baffled that giant companies like Hotels.com can exist when they are so terrible. We use them a lot for business travel. I have to call and change the names on hotels regularly. Even though hotels.com claims that they made the change I always call the hotel to confirm and 30% of the time the change never makes it to the hotel, then I have to call hotels.com and wait on hold to have them contact the property directly to fix the problem. Sometimes for a simple name change it takes 45 mins on the phone with them. They never apologize for their mistakes. They never offer any discounts or vouchers when they royally screw up.

Booked a trip for my wife and me thru Hotels.com as we have many times in the past. It's generally always been hit or miss - some properties have clearly seen much better days in the photos they use vs the reality, but this last booking will be the last we ever do with them. Paid 200 bucks as a deposit, then ended up cancelling the trip due to family emergency, within the period they said was free cancellation. Never got a refund for the 200 bucks. Sent several attempts to discuss with them, and kept getting AI robots. Finally got a human who was incredibly rude, and kept insisting we weren't charged. Provided screenshots of the bill from hotels.com, a screenshot of the email showing my payment, and then they said they needed a copy of my bank statements.

We were traveling to Texas and needed to stay overnight in Texarkana at Comfort Inn. The hotel's pool was not functional and we could not get a refund because we were past the deadline. Never would have booked it if we known.

Hotels.com has the worst customer service ever!!! First, it is nearly impossible to reach someone through the 800 number unless you actually have a reservation. There are other needs for customer service besides a reservation issue. I was laid off from a job of almost 20 years without warning. I can no longer access my hotels.com account because that email no longer exists. The only way now to access your account is through an email with a verification code. Other companies allow the customer to choose an email or phone number for the verification, but not hotels.com. Hotels.com cannot change the email on my account for security purposes. There are a dozen ways they could verify it's actually me. As a result of their poor customer service, I will now lose any accumulated points because in the process of being laid off I did not think to change the email on my hotels.com account. Hotels.com needs to do better!

If I could give this company a negative 10 I would. We traveled to the DFW area staying in 2 different hotels. The first hotel we tried to check in but no reservations were made. After about 35 minutes of arguing with someone who doesn’t speak good English we had to pay out of pocket. Once again and the second location they gave a visual credit card but when the front desk tried to charge the card it said error expired expiration date. I had everything in my email with the expiration expiring 3 years from now. So now I had to pay out of pocket once again. We will never use this agency again. Either it's all cheap labor that’s working for them or somebody needs to go back to training.

I clicked on Hotels.com hotels near me. It showed a city near me so I booked a hotel. When I confirmed It was first date all the way across the country then they refuse to refund me. Wouldn't call me and had to do chat window.