Hotels.com Reviews

Hotels.com was completely uncooperative in trying to resolve the issue with the booking and the condition of the premises. The room was filthy and the pool was closed by order of the SC Dept of Health. There was trash all over the parking lot, the bathroom was full of flies and the bed linens were dirty. The room smelled of urine and the door to the adjacent room didn’t lock. I was told I would be charged for one night only due to the cancellation and I was charged for two nights.

Never had a problem with booking prices/price adjustments before but I guess they got new management. Paid for one price through their site and got that pass thing. But when we left the hotel in Charleston the hotel was cheaper and they now refuse to refund the remaining balance of almost $200. That’s ** and they know it! From now on we will not use them. Hotels.com overcharges and doesn’t guarantee anything!

We need to bond together into a Class Action Lawsuit and sue Hotels.com (and/or Expedia) for selling the credits (nights) that I have earned. Please let me know who is putting together such a lawsuit, I will join. I used to like this company until now. DO NOT USE HOTELS.COM.

I booked several properties in Costa Rica with Hotels.com. As a Gold member the confirmation mentioned a list of VIP Gold member benefits. Most of them were conditioned as "subject to availability" such as late check-in/check-out and naturally all hotels we stayed in knew nothing about VIP gold status in Hotels.com and could not give a damn. The real scam with the GOLD program is that in the reservation it clearly indicated that we will get 1 tour for free (for 2 people). This statement was NOT conditioned with availability and by price which is suspicious as some of the tours these hotels provides can easily to 100$ per person.

It seems like every single time I get a free night it's locked. Then you have one person telling you with a wait 72 hours for them to unlock it but then another person is telling you you got to wait 35 days. They don't know what the ** is going on.

Having spent an entire day trying to get in touch with this company, I am agitated. I will never use a third party again for booking. Hotels.com, Expedia.com, and Priceline have terrible connections on the phone as they may be workers from overseas taking the calls. I have insurance---so don't bother. It will add to the cost and also expand on the stomach ulcer you will have already gotten from this awful customer service. I will never use Expedia, Priceline or Hotels.com. OMG.

I booked a hotel room and at checkout time I had a free reward. So after the two nights I booked another night using the reward. My guest went to the front desk and reported that there was a bed bug and asked for a different room. The manager rudely told him that she needs to talk to the person on the reservation. When I went there to tell her about my new booking before I got to say anything she's so rudely told me that I need to check out now because a bed bug was mentioned and this is an intense process.

I NEVER write a negative review. I NEVER write a negative review, but I am not first to write a positive review and give praise to companies. We booked all our travel through Hotels.com and had a free hotel night stay, it was taken away in February 2023 because of not having an active booking in a year. With health concerns, covid and aging parents it is really sad that they did not make any exception. I did not have a great experience when I called customer service, that was after being asked to pay $5 to talk with a customer service representative. As long as companies do not treat their customers right....they will NEVER get my business. Buyer beware. Very hard to get ahold of a representative.

After amassing 13 nights I was entitled to get one night free but was told because I was one week over the one year limit, I lost the free night. I did not get a gift but earned it by spending over $1300 with the company, so they feel entitled to take away my $100 free night and told me to book another 7 days to earn a new one. After 7 years of loyal patronage, they still want me to use their service after kicking me to the curb. Goodbye Hotels.com and hello Trivago. How can anybody do business with a company that feels they can take a $100 from your pocket and you will still continue to do business with them. Thank you. Mitch.

I booked a room at SureStay Plus Hotel at Lompoc, Ca on Jun 2nd to stay between Jun 29th to July 2nd, I got confirmation via e-mail. When I got to the Hotel after driving for 5Hrs in traffic, I was told by this Hotel that I had no reservation. I was stranded and had to pay three times to find another hotel to spend the night. Save yourself some headache and don't book through them!

I have used Hotels.com for many years and have always had a great experience until lately. Booked a 5 night condo at the beach for my family and had some questions so I called the condo directly. NO RESERVATION FOUND. Told to call back in a week which I did and was told Hotels.com overbooked the condo and we no longer had a room. So we had to go through the whole process to get a refund so we could rebook elsewhere. Which we did, and I called the new place and were assured we had a reservation after a few calls to the property. Then after we get there and are checked in, I get an email from Hotels.com stating our reservation had been cancelled. I called and was put on hold for several minutes, gave up and called the front desk directly.

I liked Hotels.com in the past but it seems they have gone downhill. It may be a coincidence that I learned, subsequent to the incident I describe below, that they are now associated with Expedia, a company I chose to avoid years ago. Here’s why I will avoid both going forward. Three days after I made a reservation at a hotel through hotels.com, and three months ahead of the arrival date, we discovered we needed to cancel. For this apparent violation, we are to forfeit $240.00.

Hotels.com is horrible! I used them for a vacation at the Wyndham Alltra Cancun and paid the said price. When I got to the Wyndham Alltra they charged me an extra $90 per night for my son because he is 15. I gave Hotels.com all my kids' ages upon booking and if I was knowingly going to be charged an extra almost $400 I would have had more options to consider! I reached out to them that day and basically said, "Sorry but we can’t do anything. That’s Wyndham's policy." What?! Then make it right somehow. Give me Hotels.com credit, something to make up for the misleadings done by Hotels.com. Again they came back with, "Sorry. There is nothing we can do." Don’t use them. You don’t know if there will be hidden additional charges!!

I’ve been a member with Hotels.com for over 10yrs and the new program is a sham. It was 10 hotels stays and a hotels stay is free (an avg of the 10 hotels stays). The new program gives little to nothing as a benefit to book through them. I’ll book through someone else. They lost a patron.

Worst experience ever twice in a week. Hotels.com charged us but when we got to the hotel in Miami last Monday, it was full and they didn’t have our reservation. It was frustrating to say the least but we found another hotel nearby by calling the property directly. We made the mistake of using them again since we have accumulated $150+ in rewards, we were booked today In Hilton Norwood but when we got there they didn’t have any room again for us. Hotels.com used to be reliable now they’re just trash. They made us jump through hoops just to cancel. Agnes on their chat service and Jose on their reservation department were very rude and unhelpful, just reading through pre-prepared lines and didn’t have a care for their customers. I would not recommend Hotels.com to anyone, or I would actually encourage everyone to stay away from them.

Hotel advertised pool. Hotel confirmed pool would be open. Arrived and pool nonfunctional. Hotels.com could get refund but would not rebook. Money won’t be available for 7-10 days. Did nothing to help.

Poor experience with this site and the reservation system, they still my money please avoid booking with this site, after several calls to them and the Jaro Hotel they left me waiting almost the full day before I called them myself to know that they don’t care about me and I don’t have any other option other than lose 419 $ because they were not able to change my reservation dates from one weekend to the next one knowing that this request was done the same day of the reservation. I am frustrated and flabbergasted

I booked a hotel online with them, arriving half an hour later. The hotel was basically an hourly rental brothel. I watched what appeared to be prostitutes getting rooms with their Johns. As if that weren't bad enough they (Thankfully) gave our room away and didn't even have one for us. They didn't seem to know how to look up reservations. Hotels.com issued a refund, and said it takes 3-5 business days. After waiting 5, I contacted them and was told it's actually 7-10 business days, i.e. double. Who knows if I'll ever see that money again, but there's not point to going through them. Just check availability and call the place direct. They will give you the same price.

I am deeply disappointed and frustrated with my experience booking a property, 'Cozy Wildernest Loft At The Top Of Buffalo Mountain 1 Bedroom Condo' via Hotels.com. In February 2023, I had to cancel my booking due to an unforeseen medical emergency with my pet. I was assured by a representative from Hotels.com over the phone and online chat that I would receive a full refund once I provided the necessary medical documentation. Based on this information, I proceeded to cancel my booking and promptly submitted the required documentation.

I will no longer be utilizing Hotels.com or it’s affiliates after a recent experience. I booked a hotel with hotels.com at 6pm for that evening. I arrived at 11:30pm and the hotel did not have my reservation. I was on the phone with hotels.com for an hour before they got the reservation to my hotel. When I was at the desk I found out the hotel no longer had the room I ordered. Therefore 2 of my four kids had to sleep on the floor that night.

Booked a room for 6hrs window in Singapore airport. After booking is complete, then they show 10 pm cutoff time for check-in. My flight was scheduled to land at 11 pm, so I could not check-in. Why did not not show 10 pm cut-off time before/during the booking process? We the consumers should collectively abandon this company!

I chatted with a rep to cancel a hotel reservation just outside the cancellation period. The rep said they have to call the hotel. Then rep claimed that there was no manager on duty at the hotel and someone will get back to me within 72 hours. An hour later I received an email from the Hotels.com Travel Team saying the hotel refused to cancel the reservation without a fee. Then I called the hotel directly and the clerk said the reservation can be cancelled without a fee up to 48 hours prior without manager approval. Obviously both the Hotels.com rep and the Hotels.com Travel Team lied. Total loss of trust. Do not book with Hotels.com.

Terribly unreputable company. Not the Hotels.com from years ago where you could score cheap hotel stays with little worry. I scheduled a 3-night stay at a hotel and I paid additional for the full cancellation/changes option. When my plans changed to only a 2-night stay, I contacted the hotel. They said that I must go through hotels.com. So, I did. Hotels.com was apologetic and said that the hotel should have refunded my night that I tried to cancel, but since they didn't, hotels.com would refund me for that one night. I just needed to pay for the whole stay when at the hotel and then send hotels.com the receipt and they would refund me directly. I spoke to "Jose V" and he provided a claim number.

I booked a family suite and was told someone else was in the suite when I arrived. The hotel gave me 2 rooms instead and separated me from my children. This was terrible, horrible, unacceptable service.

I booked a hotel a few hours ago for tonight in Tulsa because my kids and their baby have been without electricity for 2 days due to the storms. Hotels.com booked a hotel room to me that is closed because they are without electricity. I called them but they would not help me because I booked a non refundable reservation. This is fraud and criminal to sell a product that is not even available.

They have properties labeled beachfront when they are nowhere near a beach. Tried getting a refund to rebook closer to the beach, told me to wait 72 hrs, pointed fingers back and forth at the hotel. Refused to help, spent hours on automated telephones only to be hung up on by multiple people. There is no cancellation fee, they just take the full amount of the booking.

A storm hit Shreveport knocking out power to the region including airports. We could not fly out. Called Hotels.com to cancel hotel and they refused to refund our hotel reservation. Unbelievable poor customer service and disregard for those affected by a tragic storm.

Booked a Hotel. Had to cancel due to change of plans. Hotel policy stated free cancellation up until 24 hours before check in. I cancelled 5 days before. The hotel charged me for a no show. Hotel.com did nothing to help me get my money back.

I have used Hotels.com for some time to book and always prepay for hotel reservations. Finally I had earned 2 free nights at the hotel of my choice. I followed their entire procedure to redeem, including booking through hotels.com site and prepaying for my reservation. The site said I would be reimbursed 72 hours after check out. Long story short, they refused to abide by their own policy. No redemption allowed. They falsely claimed I hadn't prepaid. I spoke with a customer rep for over 20 minutes continually restating the facts of my booking. He kept repeating his false claim. I asked to speak to his supervisor several times and he refused to transfer me. Hotels.com held back processing my payment until the day of my check-in to cover the fact I prepaid earlier. There was no interest on the company's part in abiding by their reward program. I do not recommend Hotels.com to anyone.

Hotels.com needs to be SUED! I had the worst experience ever with this website and I will warn and will not recommend this scam company for any bookings. This whole entire company lies on its website.

I booked a hotel on their website that said 7 stars - THIS PLACE WAS TERRIBLE! The hotel refused to give me a full refund - so I called Hotels.ca and they said that they were unable to give me the refund as well.. I called 3 times to complain and get moved to another hotel... I saw rates online when I was booking, and then when I checked in the rates were increased. I also had to take a van to transfer the hotel. I have been a customer for 15 years and NEVER has the service been this bad. NEVER EVER AGAIN. Hotels.ca is also an affiliate of Expedia FYI.

Don’t book here. After booking multiple trips over the years I had to cancel 1 due to a death. They didn’t care and weren’t helpful at all. NEVER BOOKING AGAIN. Just book through the hotel itself. Save yourself the headache.

I have been using Hotels.com for over 2 years now as I have liked building up to a free room after 10 bookings. It is so not worth it. I have had so many frustrating situations with this site and booking rooms and every time it comes to light that it would have been much easier to have dealt with the hotel directly and not through a 3rd party. Numerous times we have booked rooms with the filter of having an indoor pool and get to the hotel and the pool is closed. Had we booked directly through the hotel's website we would have known.

If you book thru Hotels.com — and need to cancel 16 days in advance of your reservation due to a medical situation — don’t expect to get a refund — it just ain't gonna happen. I paid Hotels.com $1,101.10 in March 3rd to secure my June 24th reservation at La Vista Azul in Turks & Caicos. Now it’s June 6th and I’ve got a seriously blocked, inflamed ear / Eustachian tube and had to cancel my trip. After speaking with 4 people at Hotels.com about how I could be reimbursed, I was told that there would be no reimbursement of my $1,101. As an elder, living on a fixed income, this is a lot of money to lose through no fault of my own! Yet more importantly, how do we let people know that it may be more prudent to book directly with the hotel and pay half as a deposit — rather than with Hotels.com where you lose it all.

When booking a room, they do not give choice to pay at the hotel and only require pay in full at time of booking. Even if a mistake is made in regards of dates and the request for cancellation or conversion to new reservation is made, they will not refund the money or make the conversion. The money that is paid will not be refunded. The conversion will be charged separately. Do not make reservations with immediate pay, go to a different site where you have the option for cancellation even with a small fee. Not the whole amount. This represents poor support for the customer. They always blame the hotel, not their policies.

It is my first time in Italy and I was planning my 2 weeks using Hotels.com. I booked a “hotel” property from hotels.com that had a quadruple room with a shared bathroom. As I never expected a dorm-like situation, I couldn’t imagine an apartment with 15 small rooms sharing 2 small bathrooms. There are a few other issues: a universal key that opens in and any rooms, you pay 30 euros to keep your own room key, no amenities that were mentioned on the website and no basic sanitary necessities.

I have been using Hotels.com mostly because of their reward program otherwise their prices are the same or several times more than other sites or the actual hotel. I have 8 nights on my reward card and recently booked 2 additional nights. With 10 nights you earn a free night (even if of a limited value) and I was looking forward to getting my reward night only to discover that the 2 nights had not been credited to my account. This happened because I switched the email to my personal account and according to their policy, even if I proved that I'm the same person, my card is the same, and I was asked to provide itinerary numbers and payment receipts from the hotels, there was nothing they could do to merge those 2 nights. Quite an awful policy I would say because they lost this customer for good.

As someone who travels frequently for work - sometimes months at a time, spending 30/30 days of a month in hotels - I have used Hotels.com since 2016, religiously so. I loved the ease of the original app and the fact you could find listings very easily in whatever region you were looking at. They offered the BEST prices compared to booking directly, and I loved the idea that I was building up "reward nights" to any properties I wanted to stay at vs. just IHG, Hyatt, Hilton, etc points like a lot of my colleagues were doing. I had successfully convinced people to also use Hotels.com because of the ease and the absolute excellent customer service I received while their "Gold Member" status and support lines were still a thing.

After a 12 hour day we arrived at a Hampton Inn just outside Orangeburg NY with a Hotels.com confirmation number. The clerk said there was no room for us as they were booked. The reservation was made two months in advance of our intended stay. We rechecked the date. It was correct. Then we called Hotels.com for customer service assistance. After speaking to one person he transferred us to another who he was sure could help. After 1 hour and two minutes he could not find a comparable hotel within an hour where we could stay. This person was in Asia, spoke broken English and was not fluent. We asked for a refund which took another 5 minutes and drove another Five hours home. A 20 hour day. Do not use Hotels.Com. They do not care about their customers. Hotels.com sent a follow up e mail asking us about our stay. There was no stay. We will never use this site again.

I booked a room with Sonesta Hotel at Flagstaff. I got totally different room (downgraded) with higher prices. Very rude service from both hote .com employees and the hotel staff. I paid an insurance to make sure I will get the correct room. They are just stealing customers' money.

Reserved a room for 1 night at 20% off. It wasn't a huge savings ($23). But it was the reason I booked the hotel. When I checked the booking they charged full price. I called and let the company know about being charged the wrong amount. They said, "You have to check the time left and rooms available for the deal." Really? That is not accurate. There is no such thing on the site about time left. They refused to do anything about it. Pretty crappy business move. Honor your ad!

MADE A RESERVATION AND DUE TO AN UNEXPECTED EMERGENCY WE ARRIVED A DAY LATE. We wanted to stay an extra night due to the late arrival (1 day late). We called Hotels.com and they said the hotel has to do it. WE CALL THEM AND THEY SAY HOTELS.COM HAS TO DO IT. They just keep sending me in circles on the phone. I am so fed up that I hope that you guys take this to heart and realize that this is the problem with America. I guess you can just steal money and it's no big deal. If that be the case then our country is doomed. FYI HOTELS.COM outsources their customer service to INDIA so that's a huge red flag. You aren't even talking to a hardworking ** when you try to fix anything. No offense to India but I just thought this is messed up and I'm so angry I can't see straight. Hotels.com Just steals over $300 like that. Wow. SCAM Company and I hope they go under and burn.

Being a gold member I thought they had more respect but …no. Times are tough for them apparently. Looks like they are going out of business and try stealing whatever they can before leaving the ship. Although I always make sure to do a booking in order to maintain my free nights they stoke 36 stamps, equally to 3.6 free nights and I never got them back in spite of their useless agents promising it. I will never use those scammers again and fortunately there are companies out there without the need of stealing from their top clients.

In anticipation of my Daughters's graduation from the University of Pennsylvania I made a reservation on 5/15/2022 with Hotels.com to stay a Niche 5/13/-5/14/2023. I received several confirmations and itineraries only to find out that Hotels.com never booked my stay even though they were paid a year in advance. Hotels.com ruined what was to be a most joyous family celebration! Never again!!!

We have stayed here a couple of times a year for years now. But this year when we checked in, we had 2 rooms booked through a scam. So the hotel employee told us that several people had the same problem and she would cancel one of them. Well, 4 months later we get charged back for the room. I made several attempts to get this money back from the hotel, even suggested they give us a credit, because we stay there so much. But they say they talked to their employee and she said she checked us into 2 rooms and gave us the keys. That's a lie and we only got one bill from them upon checkout. But what amazes me is they are willing to lose a faithful customer over a $1000. Final thought, I'm a pastor and they are calling me a liar, well I would not risk going to hell over $1000 lie. You need to check your employee's character.

I was hung up on 3 times and was told at the hotel that my 2 bed room I reserved was only 1 bed and that the description on hotels.com was incorrect and happens often. We had 4 people in the room and they said they had no other rooms available.

The hotels are nothing like the photos, to me that’s false advertisement, if they are gonna promote, support or advertise a hotel at least be honest. Twice me and my family experienced a filthy rodent hotel that looked like a crack house and we could not get a return neither did they try and transfer us to a better place they just wanted us to change rooms, we needed to get outta there ASAP.

I booked a 4 night stay at La Quinta Suites in NYC through Hotels.com. Checked in and stayed the first night with no issues, went into the city the next morning and when we came back there were signs on all the windows and doors saying "Hotel closed for emergency". The doors were open, we walked in and could not find any staff and the hotel looked abandoned but the lights were on. We went all over the hotel and found that all the rooms had their fridges and bedding removed and placed in the hallway. Our room remained untouched and we did not have money to go elsewhere so we stayed the night. The next morning we found the hallways cleaned out and signs put up about no weapons and no fire. There were security guards in the lobby who refused to tell us what was going on but did tell us the staff were all gone.

Properties are often not as shown. Even to the point of one (showing a nice house) was basically a plywood shack that didn’t even have a bathroom. Despite either having to use the restroom outside for several days or booking a room somewhere else (which we did) there is no refund. They don’t care if the renter posts false advertisement because it’s not on “them”. So complete random roll of the dice on what kind of dumpster fire you end up with. Even at 300 a night...

Hotels.com does not give you the cheapest rates. I've used them here and there for a few years. I recently made a reservation in Boston. I happened to be planning out the rest of my trip and seen an ad for another booking site. I thought I'll just check. As I thought, I found the room $100 cheaper than on Hotels.com. Shop around People! I also could not cancel my reservation of course. That was the very last time I will book on Hotels.com.

I booked a trip on Hotels.com. It was more than I wanted to pay, and included free cancellation until the day before the trip. Trip insurance was selected by default. I declined the trip insurance, entered my gift card and credit card, and paid. Then I got an email thanking me for purchasing trip insurance. I immediately contacted customer support, and after wasting at least 15 minutes, was informed that they could cancel the trip insurance but that I would not receive a refund. I informed them that this made no sense and that I would not be using Hotels.com in the future.

I spent all of contacting Hotels.com after a very very bad hotel experience that I was stuck at with my kids. I was told to book a different hotel and it would be taken care of later by the offline team. Their version of taking care of getting us switched to a safe hotel that met our needs and refunding the terrible hotel was offering a $37 voucher. I just spent about $300 to not stay at a hotel and $500 for a different hotel as it was Fri night already and everything was sold out. $37 does not even come close to taking care of $300. I am absolutely horrified. Per their advice I now have spent more than $800 for two nights in Yakima, WA!!!

My family and I booked a the hotel room on Hotels.com and it was the worst experience ever. Both hotels were not as advertised. But the hotel we had booked with hotels.com (Sleep Inn, Fort Mill SC) was the worst. There was a dirty used towel in the bathroom shower. The bathroom door was a slide door. It was jammed in the wall so the bathroom door would not close so we had no privacy. They were unable to change my room because the only room they had was on the 4th floor and the elevator wasn't working.

Checked lots of sites and booked through Hotels.com. (I hadn’t booked with them in years and couldn’t recall the past experience.) The plans changed and I was unable to cancel or change my booking. And because I booked through this site instead of Marriott directly, I didn’t even get points. The savings was literally $20/night which I figured was better than nothing. It wasn’t in this case.

I made a reservation off of this website and the hotel was nothing like the photos on the site. Nothing on the site included. I could not stay at the dump of a hotel. Made reservations at another place, made a complaint and was never reimbursed or even reached out to. This company is a complete fraud. They will take your money and never even follow up. Absolute trash. Do yourself a favor and just do your own research.

I spoke to Bella from Hyatt Place Downtown St. Petersburg. She had indicated that the one night I am asking for a refund for (my kids are sick and aren't able to attend) would be refunded if I booked with them. She said I had to contact Hotels.com. I spoke with Hotels.com. I spoke with a supervisor named Chris who would not give his last name. He indicated he would not make any changes and would charge for the full stay. There were zero accommodations. Additionally he stated he was the only supervisor, would not connect me with anyone else. In the background there were multiple employees speaking.

I opened up my Hotels.com account and signed in. I purchased a two night stay for an employee of mine. I typed in and asked that the the receipt get sent to another email address. When I noticed after the rental that I did not earn any hotel points towards a night, I called in to Hotels.com and asked them to fix the mistake. They said even though I signed into my account that because I used another email address I would not get the points towards another night. I have always like Hotels.com and use them often. However this will change. Unfortunately, I have had to book another series of rooms for my teams. Once that is over I will be finding another service.

I needed a room for an event. Event venue was sold out. Found one nearby for $79/night, according to Hotels.com. I call the hotel directly, they say that price is only if you book online. Go to book only, price jumps to $113/night. Whatever. Book anyway. NOTHING on the site told me it was non-refundable, nor that there would be a $200 CASH deposit required at check-in. Then I find out how disgusting and horrible the place is. I tried to cancel within 24 hours, not allowed. Not to mention, I called the hotel, as well, with the same phone I booked with. Would ring endlessly, then disconnect. Twice.

I have used this company at least a dozen times without issue. I booked a room in Toronto at the Delta Marriott for a hair show for myself and my team and when the show was reschedule, I called 3 weeks ahead to tell them. I had to wait forever on hold...then had to be called back... then they told me my room had been approved to reschedule the dates to April 30.. even received a confirmation email. Fast forward to now...My show is in 2 weeks...I call to make sure things are good..and am told I don't have a reservation?? Hotels.com ** up my booking and stole my money!!! As a business owner myself I am absolutely appalled by the way they do business. It's sickening to know they stole my 544$ to pay for something I never used and now went to Priceline to book another room for the same event. I hope their company burns in hell.

I had to cancel a booking for a family emergency, and hotel/Hotels.com kept bouncing me back and forth. I understand the policy, but I book for my company through them and this company just lost an entire organization worth of business. Guest service goes a long way, and they could have made this right & refunded my remaining 5 days left on reservation. I'm personally out of pocket and very unhappy.

I have booked several trips in the past couple weeks. All the stamps never show, and when I called the guy on the other end was very rude. He transferred me to someone else who left me on hold and never returned my call. Do not leave any payment method saved, they were doublecharging me.

I was very disappointed to find that using Hotels.com disables your discounts. If you book through Hotels.com, you cannot use a Veteran discount, AARP/Senior discount or any other discount you may be used to receiving. I was told by Best Western that the only way to receive those discounts was to book directly through the hotel, since Hotels.com charges a fee to the hotels listed with them. For best prices, book direct!

I am very upset and disappointed with this situation. I accidentally booked a room around 7pm. I realized my mistake immediately and contacted Hotels.com and Quality Inn in Forsyth, Georgia within minutes to cancel. They denied my refund. They told me that I have to cancel before 6pm. I could understand this IF I made the booking and the room was held for me even for an hour or two but this was an immediate cancellation. That room was not even held for me for one second. Their decision to NOT refund my money is unacceptable. I will never use Hotel.com to book my hotel ever use again, nor will I ever use Quality Inn anywhere, ever again. Horrible customer service!! A VERY UNSATISFIED CUSTOMER!

I had a plane turn around in an emergency and take me back to Puerto Vallarta. I used the Hotels.com app to book a room. It confirmed and charged me for a room (at 11:30 pm) that required a 10 pm check-in. In other words, a room that was not available. I taxied to the hotel and was not allowed inside. I canceled the booking, and Hotels.com still charged me (without notification during cancellation). When I complained, they told me it was the hotel's responsibility to refund me and there is nothing they can do. Their app and service is Fraud. This is not a question of refund policy, this is their app being misconfigured to book unavailable rooms and their refusal to take responsibility for it. Shameful company.

I checked into a hotel. It was dirty so I checked out. I talked to the front desk. They agreed to give it a full refund. Call Hotels.com. They said they needed to reach the front desk which they lie. They never called the front desk. I was standing at the front desk with the guy named David. They never called. Then they sent him a email. He replied to the email. They said they never got it. After hour and a 1/2 they said they was finishing up the refund and they will call me back in 10 minutes, they never did. So I called back 3 hours later.

I booked a hotel through them for the next day. We had an unexpected death in the family. I clicked the wrong dates out of confusion. But due to not buying insurance, they would not switch the reservation. They said they would have to charge me full price to switch even though I booked it a few minutes prior. God forbid you make a mistake in a stressful situation because they could careless and will still keep your money.

Can't sign in after 1st X.. Can't get assistance on the phone.. No phone number found.. Can't find the statement that's on all apps. Can't find the password.. or to reset your password. That's awful fishy to me

After a few contradictory emails, it appears Hotels.com did work with the hotel and arrange to rebook my reservation for a later date. However, my travel companions are still getting rejections on the basis they inquired too late, though I know they contacted Hotels.com before I did. Now, if we go in the fall, it looks like we'll be staying in different hotels, as I'm sure they won't want to patronize the place that already refused to refund/rebook. Partial victory?

I have had Hotels.com for over 10 years and I’m a gold member and I just opened a credit card. Terrible customer service, couldn’t match couldn’t help and just told me I had to use a computer not phone well that doesn’t work traveling and on road. hung up on me. After I use my rewards I will get new credit card and just use hotel offers. Definitely not worth it. Work on customer service because you will lose customers.

I highly recommend no one to use this service. We booked a hotel on their site because the hotel listed stated it was pet friendly. We get to the hotel to find that they are in fact not pet friendly at all. Which is their right. However I can not sleep in a room when my pets would be force to stay in the car. I called Hotels.com to resolve the issue and was told by one person that it would be refunded only to have not be the case. I called again today to check to see if the money was refunded and the lady told so sorry but we can't do that. I highly recommend that no one uses hotels.com or Super 8 by Wyndham. They are both rip offs.

Went to cancel my hotel "the same night I booked it." They kept saying the hotel (Candlewood in Columbia, TN) is responsible for refund. The hotel says Hotels.com was responsible. After the fiasco, the deadline was breached by 45 min and they refused to refund my booking. I book many hotels a year and will not be using Hotels.com anymore. It's a GOTCHA company.

This is no longer a reputable co. Had trouble with a booking. Had to pay for 2 rooms I was unable to use. The Red Roof Inn refused to let my adult daughter check in they refused over the phone card info. The rating on the hotel was not accurate. When she pulled into the parking lot it appeared the clerk was in a car and acted weird when she entered the office. Hotels refused a refund. I have used them for years. Expedia has ruined a good customer service company. I will never book through them again. I spent several thousand dollars booking just in the past 2 years. You can't speak to anyone. Get the runaround.

This company has by far the worst customer service of industry. First it is impossible to find a live agent to help you. The virtual online agent is sort of funny as they may have used AI programmed by a retard. I will be booking directly with hotels from this point on.

I've used Hotels.com multiple times with a credit card (CC), this was my first nightmare using gift cards (GC). Over the past two years, I have one relative who asks what they can get me for my birthday and Christmas, I say I'd love an Airbnb GC because I travel frequently...but end up with Hotels.com GCs-5 of them worth $1,000. For an upcoming trip to Dublin, I decided to use the Hotels.com GCs. First I tried to load the early GCs to my account but am unsuccessful because the website does not allow storing balances, so I hold on to them. Finally today I tried to book using the GCs and OM Freakin G what a nightmare that took an online chat session and two different calls plus 45 minutes of my life I will never get back.

I have a hotel reservation with the Resort at Squaw Creek for Saturday - Monday (March 11-13, 2023). It was booked through hotels.com. There is an “atmospheric river” hitting Lake Tahoe from Thursday to Sunday that is highly likely to shut down the highway to the resort (Interstate 80 - this has happened several times in the past few weeks due to heavy snow), which means it is highly likely I will not be able to make it to the resort. I am therefore trying to cancel or change the reservation but am told I will have to forfeit the first night, though neither The Resort or hotels.com will take responsibility for the policy after talking to multiple people at the hotel as well as a hotels.com agent via chat. They first pointed the finger at each other but once I let them know I was talking to both, neither would tell me who has the policy.

Buyer Beware. Never using this service again. When looking for a hotel I found several cases with bait and switch pricing. Listings with low prices allow you to go through the booking process only to find "no more rooms available at that price". I did end up booking the hotel anyway for my wife while as she was driving for a business trip. She got to the location < 40 min after the booking confirmation. My wife was traveling alone and felt unsafe after arriving at the location. The actual hotel location indicated they could not cancel the booking because it was done through Hotels.com. I contacted customer service to cancel and rebook another hotel up the road. The customer service representative took no action and said a Hotels.com manager had to approve. Received an email response indicating it was their policy to charge first night on cancellation and would do nothing for us.

I have booked all over the world with Hotels.com and have had a great experience, but the past two years the service and experience has been very poor. You can't speak to a live person and they misrepresent.

I have used them for years. Today was the 2nd and last time I will allow them to make me screaming-mad because of their total lack of customer service. They are fine at taking the reservation but if you have ANY issue or question at all beyond that, you can forget it. You're screwed and you will get screaming-mad; trust me. They are a robot and will move mountains NOT to have to speak to you. I will never ever use them again. Don't say you weren't warned. They are the absolute worst company, if you can call them that, that I know of. I 100% hate them.

Hotels.com is owned by Expedia (just an FYI) and they try to steal from consumers so BUYER BWARE!!! I made a reservation for a two week stay, and had a last minute cancellation, and I followed the policy. Hotels.com & Oyo Hotel Chain (based in India) is trying to keep all two weeks stay $1200, the fees and the state taxes for a room I did not and will not be staying in. At this time they are trying to keep all of my money. I have since filed a BBB complaint, and a complaint with the state's attorney general. I am sure I will prevail, but why should I have to go through this much nonsense? What a rip-off!!!! Don't book with these "people"!!! Watch out!

I booked a hotel (Holiday Inn Express in New Hampshire). Part of the purchase was cancellation insurance for an additional $10--which was purchased directly through Hotels.com. I did have to cancel, due to illness, and they made it impossible to cancel, and impossible to file a claim using the insurance they sold me. This is fraud. Plain and simple. I am out $235.00. Spent hours trying to sort out. Hotels.com service agent refused to escalate to a manager and said the hotel's policy was non-cancellable--therefore there was nothing they could do. So called I called the hotel and they said we can't touch the reservation because it is from Hotels.com (round and round we go). When I asked about initiating a claim on the insurance, they offered instead to refund my $10 for the booking insurance.

Hotels.com is SCAM. Made reservations through Hotels.com website for our stay in Las Vegas, never stayed at the resort. Resort supervisor approved return, however since reservation was done through Hotels.com website return should be done by Hotels.com. Hotels.com refused to return my money. Be aware - do not use this website.

Was in final stages in creating booking. Realized I hadn't signed in, so did so; then completed booking. Shortly after, I found hotels.com website changed my check-in date as a result of my signing in! Why?! Hotel said no changes or cancellations. Hotels.com would not offer any compensation, even tho their website was at fault; they would do nothing. Screwed by hotels.com!! Very disappointed! Will never use them again!

I have used Hotels.com many times for many years without incidents. I received an email from hotels.com asking me to contact the hotel for a down payment. I contacted the hotels.com to see if this was true, I was told yes I need to contact the hotel directly. I contacted the hotel directly and they took my almost $500 payment for my first night stay. Two days later I checked my hotels.com itinerary and I see my trip was canceled. I contacted hotels.com who told me my trip had been canceled on the website three days earlier at 3 AM. I told him there was no way this occurred from me. They checked again and said oh maybe it was 4 AM. I contacted the hotel I had given my down payment to and they stated that hotels.com have indeed canceled the reservation. I was able to rebook directly with that hotel without a higher price. I never received an apology or an explanation from hotels.com. I will never use them again.

Please beware. Mobile app auto-generated incorrect booking dates (2 nights). On email confirmation, I immediately notified Hotels.com and asked to convert the dates to the original request. I then received a second confirmation for the revised 2 night stay with zero credit applied. In short, I was informed that I would have to pay a penalty and that I was not going to be reimbursed or credited for the error (the initial 2 night stay). What followed was 90 minutes on the phone with a display of egregious customer service. When I explained the error the rep responded "That's your opinion, it's not the policy." I spoke with two other employees, including a "supervisor" who ultimately "In good faith" provided me with a partial credit. "In Good Faith" I will never use Hotels.com again.

While I believe Hotels.com has a good website and the trip summary tool is very useful my last experience with them has me moving all future travel to another site. I booked numerous hotels for for a once in my lifetime trip to Israel and Europe over 2 months in advance. After completing the bookings I looked at my itinerary and noticed I enter the wrong data for a hotel. As their site promises flexible travel and I noticed the error within a few hours, I figured it would be no issue. Unfortunately what I discovered was that even with purchasing the extra travel insurance that Hotels.com allows you to book at hotels with zero cancelation policies, so a simple date mistake means you lose your complete reservation money and Hotels.com just blames the hotel.

First off, Hotels.com used to be a great option for last minute hotel bookings. But lately, on my trip in January 2023, they have failed, twice. One I made an error and booked the wrong date, but corrected online, but Hotels.com couldn't confirm the change, they only saw a cancellation, yet I have confirmation (receipt) that I stayed at this hotel, but still no credit for my stay. Then on our trip home, we booked via Hotels.com, and was quoted a price online, booked it, and got a receipt from the hotel on the quoted price via hotels.com, but a couple days later my credit card bill shows $31.92 more than booked. So tried contacting Hotels.com, which as we all know is pretty impossible, but I was able to contact them via online chat to helped me, but the rep provided no assistance, no credit, and not even an apology. There are other services for finding hotels, guess I'm moving on.

They tell you to complete two nights and earn a free night but it’s all lies. Every time I complete my 10 nights they always lock my free night acting like they didn’t know I stay there when they know I book my room to Hotels.com and pay my money as well so why would I keep paying money for properties that I’m not staying at. They acting like they don’t know I stay there and then they got it now so you can’t even talk to no one. You only can chat them on the website that’s how you know they’re full of ** because they don’t want to talk to customers and hear the complaints.

Buyer beware. I am a Gold member on Hotel.com but I was treated like plastic. Tried to scam me out of $500. Customer service just flat out horrible. I am going to review on every site possible to let real people know about my horrible experience. Do not use Hotel.com. Go directly through the place you are trying to book. Never had interaction with them as bad as this. Have been problems in the past but at least they listened and actually fixed any mishaps they made in past. I booked a room and had confirmation email for my reservation. When I called to prepay, I was told I didn't have a reservation because I booked it as a pay at the hotel (which I've done many times in the past, they could have checked their records) so it wasn't a confirmed reservation. I wasn't asked to pay a deposit or prepay. So the rep was telling me that I did not have a confirmed reservation.

I will never use Hotels.com ever again and I will tell all my friends and family to never use Hotels.com again. I booked 2 nights with them and they charged me $121.49 for the 1st night and $134.99 for the 2nd. I got the bill from the hotel and it was only supposed to be $102.05 for the 1st and $113.39 for the 2nd. They charged me $41.04 more than I should have been... I called them to discuss it and they just kept hanging up on me. If you need a hotel do not use them. Call the hotel you want directly they will give you a better deal.

I will NEVER use Hotels.com or Expedia (their parent company) EVER again. They over charged my credit card for my hotel stay and when I tried to call to talk to someone about it, the whole system is automated and kept hanging up on me, saying there was no booking associated with my card, etc. So now there is no way to get a refund because the system just hangs up over and over. What a nightmare! I never thought I would long for the chance to talk to someone in a call center in India, but that would be better than what Hotels.com offers!!

Worst service after years of being a customer. No one addressed my issue. It is a rip-off and I will cancel my membership. They didn't address my issues. I will never use this website for booking ever again.

Hotels.com has always been amazing with helping me with changes/cancellations on the phone. The agents are professional and quick to understand my problem. The four times I have called, they have instantly been able to make changes and send me an email with the receipt. I will say that their site and the virtual agent are not always as effective which is how I ended up calling in the first place.

At the beginning of 2020,I booked a hotel in Milwaukee for a stay in June 2020. I was going for the Bead and Button show and I was a 100% going to go, so I booked with a non refundable fee. However, covid happened, everything closed, including the USA Canada border (I live in Canada) and the B&B show was canceled too. So I contacted Hotels.com to try to figure out either a reimbursement or a voucher. They refused to reimburse me the $738 that I spent and after calling them many times, they agreed to send me a voucher for the same amount but specifically to the hotel I had booked. Since the B&B show was cancelled forever, I had no reason to go to Milwaukee. I also have to specify that the USA Canada border has been closed for almost 2 years, so even if I would have wanted to go to Milwaukee, it would have been impossible.

Good atmosphere and great people. Shuttle service was fast. Perfect I found the hotel in terms of services and food. I would surely visit the place with my family in the coming days. Amazing service right from check-in to check-out.

Customer service representative was Rude while given them dates. Had the nerves to say, "Oh my God." While they are trying to charge a modification fee. Just to change a date. Will never do them again to reserve a hotel again.

We booked 2 nights at a wonderful hotel on Catalina Island, this review does not have any reflection on the hotel. Hotels.com booked our room, on check out from the hotel we received a closing invoice, there was a difference in price in favor of Hotels.com of $190.40, when I called them to sort this out, I was met with a bunch of double talk from what was obviously a operator room based in India, with no resolution reached and no real answer for the charges, it appears they will charge $190.40 for a 2 night booking, keep in mind this was a mid priced hotel, we have traveled extensively and have usually booked through a different service, we will never use Hotels.com EVER again. I will be in contact with my bank.

I booked a hotel stay based on Hotels.com reviews and photos. Upon arrival (4 hours away from home for my daughter’s cheer competition) we arrived in perhaps one of the most unsafe underlit areas I’ve ever been in. Walking up the main entrance we discovered there was no check in area. The hotel was supposed to contact me with instructions on how to check in which they never did. We walked around the side of the building to find guests sitting outside their door to their room smoking **! I quickly loaded my child back into our car and left and found another hotel in a much safer area.

I needed to move my reservation and was told it would be $1400 more to move to the following week. So I decided I wanted to cancel and book a different hotel.. I was told twice by chat I would be contacted within 72 hours because they needed to contact the hotel to see if I could cancel with no penalty. I booked this room a year in advance!! No one ever got back to me and I finally had to call after 4 weeks. I was able to Cancel. Now the new hotel is more money. 2 other couples that are on the same trip went through Expedia and was able to move their reservation to the following week for $300.

I was traveling this summer and was making reservations as I went from town to town. I used Hotels.com and halfway trough my trip I got a confirmation for a hotel 3 weeks after I needed the rooms. No one would help me, and coincidentally this fraudulent reservation was "non refundable". I travel about 4 or 5 times a year and always book vacations online. In the few times I've used Hotels.com this type of stuff happened to me twice. I will never use this site again and we all know mistakes happen but the real problem is no one would help me or get my money refunded. Stay away from these clowns.

They sent me an email stating I had to redeem a reward night that expires at year end. I searched for the location that I wanted to stay. I included "redeem reward nights" as a filter. I selected a room to reserve. There was no option to redeem rewards. I selected "Pay at property" and they charged me the full cost of the room. I have been trying to make reservations for over 1 hour and I can't get help. The Phone # won't answer without itinerary number. The Virtual agent said they couldn't help. I've never had such problems with any reward program. Also, In 2021 I booked 3 nights through Hotels.com that I could never get them to give me credit for.

I purchased 3 rooms through Hotels.com for 10 people for 2 nights, spending over $1,500. At check-out, the website asked me if I wanted to purchase breakfast for everyone for both days (20 meals) at a specified price. I clicked yes and paid. But, then Hotels.com sent me an automated confirmation for only 6 people for 2 nights (12 meals). This is 8 fewer meals provided than I paid for. I emailed, called and even 'escalated' the issue with no one able or willing to make it right. At first they denied this was possible or an offer of theirs, but I shared the screenshot proving it. I PAID FOR 20 MEALS BUT WAS ONLY GIVEN 12. Then they ghosted me. We paid out of pocket at the hotel for the additional meals. It would not have cost them much to make this right. Considering I was a repeat loyal customer over the years, they made a very poor business decision. This is outright false advertising and theft. DO NOT TRUST THIS COMPANY.

Booked a 3 bedroom apartment for 6 days in Bangkok. The original search was for 3 adults and 2 children. Found a suitable apartment and booked it. It wouldn’t close until it had names of adults in the party. The website didn’t provide a price prior to booking. When it closed, I was dumbfounded, it was over $4000.00. Every adult in my party had their own 3 bedroom apartment. I immediately tried to contact the company. I tried 3 times, no avail. On check in, I thought surely the hotel would be understanding, and help me get a refund. I was dreaming, the managers only saw their bonuses increasing. Money for doing absolutely nothing. The word of the day was non refundable.

I contacted Hotels.com about fixing an issue with accessing my account using a browser. I also wanted to correct missing stays. The company has an online chat with a virtual assistant that was impossible to use. It did not recognize my booking number and would not allow me to bypass and speak to a real person. Then I kept getting automated emails about how to change my password (not the issue - I could log into the app, not via the browser) and how to print off an invoice. The instructions for printing off an account invoice is not relevant, because the invoice is missing from my account, because the hotel stay is missing. Another automated response that did not address my issue.

Itinerary **. Booked hotel at OYO Hotel in Waco, TX 10/21/2022-10/22/2022. When arrived at Hotel was turned away by front desk, no rooms available. Front desk had no idea why rooms still being sold through Hotels.com. Have spend HOURS trying to get refunded from Hotels.com. Unable to reach anyone for service, only online chat with virtual agent. Not sure virtual agent is actual human being, have to repeat same information to virtual agent over and over and over with no progress and no resolution. Use Hotels.com to find a property but do NOT book through them. Impossible to deal with customer service. No refund for their error. Always book directly with the hotel.

I booked through Hotels.com and purchased protection plan. When I had an emergency and needed to use the protection plan, they denied my request. This was a medical emergency so they misrepresent and sell cancellation protection to the consumer but won’t honor it! Bad business for a giant company!

I booked a hotel based off of the property’s overall review that stated it was good. 7.2 of 10 stars. I’m a easygoing person and don’t require much. I don’t need to stay in a 5 star hotel so I went ahead and booked the room needing to be close to family and work. We got into the room and there were roaches everywhere. Entered the room late and immediately left the property. Hotels.com won’t honor a refund and neither will the property. I also used a credit for one of the nights and Hotels.com won’t refund it. They offered a $50 coupon. The fact that they know they have properties like this on their site and still offer them to their clients is poor business. Super disappointed as I book a lot with them.

Review needed revised. Left review in 2015, but did not go through. Do NOT stay at this hotel. They steal your deposit and personal items! The hotel claimed my daughter used 'permanent' markers on the back of the room chair. # 1 - She had NO permanent markers # 2 - We were gone almost every day, basically all day long # 3 - My daughter reads & writes (she's not a baby making messes) # 4 - I had visitors every day (on the days we were actually in the room) - My daughter was watched at ALL times # 5 - We left several items (including writing utensils, etc) on the desk table. On the times we left the room, our stuff was always moved!! Someone had been messing with our stuff.

Don't use Hotels.com, it totally unhelpful. I booked a trip to Thailand during pandemic (paid in full) and they sent me a coupon. Allows me to use it for next trip till end of the year, however I have a surgery scheduled on December and cannot travel before the date, so I called them and requested to extend the expiry date for a few months. The customer service responded that they are not able to make an extension. Why should I book hotel thru Hotels.com? They are so unhelpful, I'll book directly with the hotels or use other online tools.

After staying 2 days, due to hotel issues our 1st night, we decided to add on 2 more nights to the stay so we could try to enjoy a few more nights. I mistakenly did not add my husband when booking on hotels.com. I attempted to add my husband after realizing my mistake and they would not assist in adding him. The hotel said they could only do this for $1200 after an hour they decided to charge $884. Hotels.com cost was $400 more to do this but they would not modify my request. The hotel took advantage of the situation and charged $884 more because they would not allow Hotels.com to modify. Hotels.com claimed the hotel was to blame and they would not modify. Both blamed each other and we are stuck with outrageous charges that weren’t charged the first 2 days.

I made a mistake and didn’t click for two people for my room stay and they will not allow me to add my husband to the vacation. Sam, the representative was very uncooperative, and didn’t want to take the time out to assist.

I’ve been a hotels.com customer for years and book hotels monthly sometimes twice a month and never had problems with their rewards nights but now they don’t want to honor it. Not worth it anymore at all cause what’s the point if they don’t give you your free night once you book ten nights.

I booked a reservation for a Red Roof Inn hotel, but the hotel had cockroaches. I have been trying to contact Hotels.com for a refund, but I cannot contact them. I tried their chat, but it cannot find my reservation through a combination of reservation number, phone number and/or email address. I then tried to contact Hotels.com via phone, but even though it could find my reservation, the "system is down. Try later." And finally, I found an email address via Google Search, but apparently that has gone away so I now cannot find an email address.

The hotel itself is beautiful, good location and I appreciated that it had a pool and great views. Also, bar has variety of drinks and restaurant offers delicious food. Love their hospitality. Helpful, courteous staff. The room cleaned once during that time. Easily scheduled and completed to our satisfaction.

DO NOT EVER BOOK THROUGH HOTELS.COM. We booked hotels for our fall break last week, October 8 - 14 and most of our hotels we booked were through Hotels.com to keep things easier and earn credit towards a free night stay through their rewards program. One of the hotels we booked through Hotels.com was Secrets Inn in Lake Tahoe South ** for October 9 and 10. Someone from Secrets Inn called us to confirm our arrival at about 5pm that afternoon as we were driving over 8 hours to arrive, and we let them know we would be there BEFORE 9pm. We arrived by 8:45 p.m. to find that NO ONE was in their office, lights out with a sign that said, check in at Heavenly Inn next door.

I made a reservation for Hotel but the days I selected got override by the website. I did not notice that until after I confirmed the reservation. I contact them through their website chat. No way to contact them by phone. The "agent" on the website said that he tried to contact the hotel but is getting no response for 4 days straight. My answer to that is balloony. I called the hotel myself and made the change. Of course, Hotels.Com kept my money and I paid the hotel directly and it was 30% less than what Hotels.Com charged me. Lessons learned. Never again use Hotels.com Call the hotel directly and save yourself headaches and aggravation.

I made a booking through Hotels.com months in advance, which they took full payment for. Once, I showed up at the hotel I booked, the conditions were terrible. I asked for a full refund from the hotel, which they agreed to, once I contacted Hotels.com and they requested the refund. I started the process of requesting the refund through Hotels.com that day and here I am a week later with no help at all. The online chat agent option is a joke; it asks for email and confirmation number, which I provided, and then says, "It's not correct" or "Please provide it again." I know the information is correct because I am looking at the booking through their website using the same information. No phone number to call, no email address to write to, nothing. Terrible Customer Service.!!!

After years of using hotel.com with no problems, I finally needed to contact customer service. It was a complete waste of time! Their automated system couldn't find my reservation. Once I finally got connected with a virtual chat agent (the only option), they still could not help. They attempted to connect me to the 'relocations department' by phone (they called me) but the call dropped and I had no number to call back. They never called me back. I attempted 2 more times and couldn't connect to virtual chat. Once I got home I attempted again and now they tell me there's nothing they can do because the reservation is over. We stayed 3 days in a hotel with no heat during 40° weather and hotels.com wants to give me a $25 coupon for my next visit. No thanks. We won't use Hotels.com again.

My mother and I booked the majestic hotel in casablanca through this website on 15/7/22, to travel on 8/10/22. The price was amazing, Inc a private sale?? We questioned this and made a few calls to check, on each occasion we were given reassurance that this was the price and the hotel was confirmed. Email confirmation received with booking ref etc, downloaded the app and showed the same.

I used to love Hotels.com. Something has changed. I recently booked a hotel called Sonder The Broughton in Savanah Georgia September 10, 2022 -- Sept 16, 2022. We went with family and had two beds. We could not open our hideaway bed because it was bent so severely. After 4 calls to the Sonder "TEAM", they came out the next day to open the bed. Half of the springs were missing. We tried to sleep on it and felt like we were going to fall. We ended up sleeping on the floor (at least this time we had the mattress pulled out to sleep on). What joke... there was no customer service and the guy that did come out, unplugged the router. The more I think about it, the more it seemed like retaliation. He had to make an effort to go over to the router and unplug everything???

I am a totally blind sixty-year-old woman, who was traveling alone with my guide dog to meet some colleagues for the first time to Zurich Switzerland and booked a room at the Hotel Hechtplatz. I paid in advance for two weeks. Five days in to my trip, my friends and I went to Italy, I left half my stuff their and when I arrived back at the hotel around two in the morning Linda the owner came out yelling at me that I couldn’t stay there as she had already rented my room out. I was forced to rent a room of three times the cost, as it was such short notice because she kicked me out.

UNFORTUNATELY- I will have to delete my Hotels app after 3 plus years and NEVER use Hotels again. I did like using them but now after using the app to book and PAY for 25 nights recently they have LOCKED my last free rewards night and REFUSE to give me what I am owed. Calling is a joke because it is VERY difficult to speak to a human. So I tried messaging per my previous comment BUT they still will not help. They say it’s used but that is untrue! The upgrade to my Hotels app has removed my completed bookings so the last 25 nights I booked in the last 30 days does not show up! How convenient. Hotels should be reported to a consumer protection department - I will check into that.

Where do I start – disgraceful maybe the best place? History: I made a booking in early 2020 for a hotel in Greece for the family holiday from Australia. COVID hits and everything is cancelled – no problems, things happen. Hotels.com issues me a voucher for the same hotel (only to be used at this hotel, no other) – and after 2.5 years, it expires in a couple of months.

Hotels.com is the definition of fraud. Their site tricked me into booking a hostel for $120 and then charged me an extra $167 for tax! After realizing I've been frauded I canceled the booking through their site. I also called the property and told them I want to cancel, but she did not have any record of my name for that hotel! Now they are refusing to refund me saying the room is nonrefundable! Do not trust Hotel.com.

We have a major hurricane coming in and had to cancel our reservations we had in Key West and they still charged us a huge amount for cancellation under these extreme conditions. I can’t believe it. Florida is under emergency and they didn’t understand that…Wow. We won’t be using this company ever again.

Awesome service and such friendly workers. Great infrastructure, perfect swimming pool. Love to visit again! I would recommend staying here, clean rooms and overall good service. The hotel is a little dated in some areas, but overall well kept. Good location and best infrastructure.

I had a reservation to Lake Tahoe but unfortunately I had to cancel it due a nearby fire. I called Hotels.com and tried to cancel the reservation. I was told the hotel itself had to authorize the refund. I called the hotel and I was told it needed to be requested by Hotels.com. I called Hotels.com and told them what they needed to do. Hotels.com claimed they could not get ahold of the hotel. I told them that I just talked to them. They still claimed that they could not get ahold of someone from the hotel and refused to issue the refund. STAY AWAY FROM THIS WEBSITE. It sounds like a scam since they don't have a number to call.

Sherrilyn that works for this agency has given me false information, and no hope at all to book with them. She upcharged a room by $49.51 and told me that was the cheapest they can offer. Stay away from them! They are scammers.

I made a reservation through Hotels.com and realized that I had booked the wrong hotel.. I called back within 30 min to cancel. The person I talked with put me on hold in order to call the hotel.. when she returned she said she could not get hold of the resort and that my reservation was non-refundable…but my reservation did state that I had free cancellation up till August 31. Since I had reservation protection I tried that route but did not qualify.. I called back to hotels.com and again explained what had happen., The lady on the line was very accommodating and said she would cancel my reservation and call the resort to get a waiver to refund my money she said to give them 72 hrs…

Hotel personnel very nice. I found out that Hotels.com had charge me $95.00 more. I should of call the hotel directly. I will never use Hotels.com again. Very disappointed. I thought Hotels.com were supposed get us a discount, not overcharge us.

Awesome service and such friendly workers. Great infrastructure, perfect swimming pool. Love to visit again Everyone was so friendly. Everything was so clean. And everyone was quite attentive. I would stay here again, next time I'm in California.

I had my hotels.com account broke into along with several other accounts. When I upgraded my phone and erased the data apparently your data is never fully erased and someone reversed it and got into my accounts. They stole my free hotel stay from hotels.com hotels.com wouldn’t do anything about it and had the nerve to say it was my fault for not keeping the account more secure. They stole thousands of dollars out of my bank account and the bank reversed that. But hotels.con wouldn’t give me back my free night I had earned. Not only that they were rude about it and acted like I made the choice to become a victim. I will never use their service again. I’ve spent thousands of dollars through them and that’s the load of crap I get. Worst business ever.

Upon trying to visit someone in a nearby hospital, I found a hotel on Hotels.com and planned my stay. As it was New Year's, and it was quite a fiasco in the hotel, I elected to stay another night. The hotel offered to switch the reservations but Hotels.com was closed in that department after 45 minutes of being on hold. I called numerous times to f/u and they insistently keep the money but deny the situation. EXTREMELY POOR SERVICE - DO NOT USE. I have close to 1,000,000 reads of my reviews on Google, I don't make this stuff up.

Good reviews are fake, this place is filthy!! Gross clientele hanging around. Trash and dirt everywhere, inside and out. I don’t know how anyone could rate this a good hotel. It is filthy inside and out, skipped breakfast just for that reason. All hallways are dirty and need vacuuming. Trash and duct tape in lobby for our entire visit. Hair in bathtub, pee droplets in front of toilet, beds were old and not pillow tops as advertised, trash on end tables, cigarette burns on curtains, lamp shades stained with what looks like blood, people living in motor homes behind property and smells of cigarettes and Fabuloso. At $240 a night you would think they could hire a few more staff members to help clean and fix property. Just awful!!

I've been contacting Hotels.com for a month now about getting my refund from Hargrave's House in Doylestown Pa, who had no right to charge my credit card but did anyway and won't refund my money. I canceled months in advance and Hotels.com agreed that I shouldn't have been charged and that they would refund me my money if there's no solution to this situation. Well there never will be a solution because Hotels.com and their virtual agent keep sending me in circles and I gave to keep starting over. I finally give up- I'm filing a dispute with my credit card company and I learned my lesson to never use Hotels.com again- GARBAGE!!!

I booked a room in Holiday Inn Express Webster Rochester for 3 people through Hotels.com and paid $350 CAD and the time we arrived there, surprisingly I was told that the room was sold out. I contacted hotels.com, after 2 hours on the phone they relocated us in a dirty room with only one bed and no breakfast. I asked for refund, once they agreed to refund $150 but next time they said no refund at all. I never go back to book through hotels.com

I used Hotels.com for over twenty nights reservations for which I received and used one night award. Then things got weird. They try hard to keep you from using your awards making the incentive worthless after you get the ten nights in! Ex: make a reservation after accumulating 10 nights, then look for that free night. No way, unless you select a button, redeem award, when you start to reserve! So missing that small box, no way to go back after you realize. Obviously, they don’t want you use the free night, or they would have an opt out box if you do not want to use the award, instead of opt in! Called, no way to fix. Now, even worse, when reserving and you can choose pre pay all or pay at hotel. Pay more if now. Then if you choose to pay later, i.e. in case you need to cancel, YOU LOSE THE RIGHT TO USE YOUR FREE NIGHT on that reservation! My award was to encourage me to use their site and now they take it away unless I pay in advance.

On 18 August 2022 I made a booking for accommodation in Plettenberg Bay through Hotels.com. The name of the venue is not disclosed by me for privacy reasons. Hotels.com required full payment upfront in the amount of R 20 000-00 (which was paid by my husband) and stated that there was a no refunds policy. I then received a booking confirmation from Hotels.com stating that my booking was guaranteed. After this, I did some investigation into the property and saw a review where the accommodation had been “double booked” and that when the people arrived there on the day the owner of the accommodation was of no assistance and told them to speak to the company who they booked through as this was the entity who was liable.

Horrible experience. Booked through Hotels.com when we arrived at the hotel it looked nothing like the pictures. Horrible smell to the hotel, the room door had been broken into. It appeared the hotel was used as a ** lab. The hotel clerk allowed us to cancel and refunded the full fee back to hotels.com. Now I have been trying to get hotels.com come to refund us and have had no luck, the Consumer call center is horrible. They put you on hold. Transfer you around and continue to say they are not allowed to refund. I have been working on this for 2 weeks and have spent hours on hold. In the process I also found out that hotels.com actually charges more than booking directly with the hotel. Horrible company!

Most 2 star hotels I was barred as a guest because I gave food to elderly living in hotels under their social security checks..fraud. Three star hotels gave managers that lie to police like Best Western in Baytown. If they pull cameras they will see the lies. Woodspring managers believe rumors from fireman that never entered my room while EMTs worked with my heart patient husband while I was disabled and hadn't walked in a week and was not get the nurse care for my legs because of a rumor and Hotels.com still billed me and set me up in another hotel that caused trauma and Hell and medical and legal problems while I am a disabled minister volunteering with the homeless.

Not recommended. High price. When you speak with customer service they ended calls and not call you back. Very disappointment. The price is more than other website. When you need them they will not help you.

I made a hotel reservation (after using Hotels.com many times previously) for a Luxury Hotel in Rome. I paid for the room in full at that time. One month prior to my vacation in Italy I learned my sister had aggressive cancer so I cancelled my trip. Hotels.com would not refund all or part of my expense nor did they offer me any type of refund. I will never book through the site again and suggest that all travelers book with a different company or directly with their hotel, which would have refunded or offered me another time to use the hotel. (I called the Hotel in Italy).

I tried booking a room for the weekend on their website. They charged my card 5 times for $200 and I never received a confirmation number. So, I call customer service. They are absolutely no help. They ask for my email and phone number and end up telling me I don’t have a reservation since I did not receive a confirmation. Yet they still took ALL of my money. Asked to speak to a manager and was told I would get a phone call back, but couldn’t even get a time frame of when that would be. So, now I have no reservation and no more money to even book the hotel on the actual site. This is my first time using Hotels.com and it WILL be my last.

Terrible online reservation modification - illness precluded travel but never got through to Hotels.com- had to eat the entire fee- next time will book with the property- they understand customer service!

First off if I could rate less then one star I would! Hotels.com is running some sort of Scheme where you book via there website, but on the back end they actually book your reservation via Expedia.com. Issue 1# as the custmer we were never notified of this! All confirmed emails came from Hotels.com Not Expedia. Issue 2# Hotels.com and Expedia are not showing the same reservation info. My wife and I recently canceled a reservation three weeks before our check in date. Hotels.com confirmed this cancelation via email, but the Holiday Inn Express In Auburn Alabama Still charged us the entire amount.

I booked a hotel with Hotels.com. The event we were attending got canceled. When I booked I did so with free cancellation. When I went to cancel on Tuesday for a reservation on Friday, they said they would charge me for one night because I was past the cancellation window which was different than when I booked. I tried to work with an agent through chat to change this but they did nothing. Do not book through this company. I also got burned during COVID when I had to cancel. Company does not stand behind their policies.

My mother was in the hospital an hour and a half from where I live. I wanted to stay close by, so I found an affordable place to stay on Hotels.com. But after I made the reservation, I learned that there was an additional $200 deposit required. I didn't have that much, so the hotel wouldn't give me the room. Hotels.com agreed to a refund, but only after 7-10 days, and I was left with nothing for that night. I didn't have enough to get another hotel room and had to drive the hour and a half back home.

Hotels.com messed up a trip I took last May and it just tried to mess up another that I had booked for September. Last trip, they arbitrarily cancelled my booking, and didn’t tell me that the hotel I had booked had become a HOMELESS SHELTER. They did this day-of arrival. In the instance of the first trip, and trying to fix that - I was on the phone with them for 2 hours.

Looked at hotel in Beaverton. The hotel had a pretty good rating. Showed up 2 police arresting someone. Dogs loose trash everywhere. I didn't get out of my vehicle. I contacted Hotels.com immediately. Nothing. They did nothing. I was charged for a hotel I didn't and wouldn't stay at. Due to the hotel being filthy and dangerous. Won't ever use hotels.com.

I have been a huge fan of Hotels.com for years. In the past I have had no issues with customer service. However, recently I had a very important reservation at a large event with very limited availability. I needed to make a small change to my reservation. While explaining the change, the customer service representative interrupted me multiple times to read their policy and ultimately made incorrect changes cancelling multiple days of my stay. In a panic, I reserved a stay through Agoda.com. I have since been trying to get a refund. I have asked them to review the recordings of our call because the notes the representative took are incorrect. I have been put on hold for over an hour, disconnected on 2 occasions, and spoken with multiple representatives and the issue has still not been resolved.

I booked a hotel through Hotels.com at Dewey beach hotel for a month from now. Five minutes after booking I decided to switch hotels. The site said free cancellations till August 6. It wasn’t even five minutes passed when I canceled and they charged me $21.60. All efforts through Hotels.com support have been fruitless. DO NOT USE THIS SITE.

After booking a VERY expensive Florida hotel I started reading some reviews that were very unfavorable and decided I no longer wanted to stay there. I contacted hotels.com and was initially told I was past the cutoff date to cancel or make changes. The representative offered to call the resort on my behalf to see if they would cancel my booking without penalty and they agreed. Also I received my gift card credit back within an hour so I was able to book a new stay right away. Great customer service.

Booked a pre-paid room at Red Roof Inn, Champaign IL, thru Hotels.com 6/20/22 and received email confirmations both at time and 4 days before arrival. Red Roof claimed when I tried to sign in 7/16/22 that they did not have a record of it and that THIS WAS NOT UNCOMMON with 3rd party bookings like those from Hotels.com. Confirmations are meaningless unless they come directly from the hotel. Do not trust Hotels.com. Don't let them ruin your trip.

I booked a reservation on Hotels.com for my employee, used my credit card to pay. The hotel then contacts me to say they won't take that credit card 'over the phone' (I put all the information in online!) but would instead charge my employee when he arrived. Then Ryan at the hotel recommended that I cancel the reservation and rebook as a 'prepay.' I contact hotels.com to cancel and get a message from an online agent that we can't cancel, the reservation is non-refundable. Then they contact the hotel and waive the fee.

I brought a concern to the customer service line about a technical issue I was having with my account. I expected a quick and easy resolution to this relatively small issue. Josue said that there was nothing they would ever do to fix my issue, even if they ever got around to fixing the underlying software problem. "It’s just the way it is". I know that isn’t true. It should have been a quick and easy fix, with zero cost to them and a huge relief to me, so I don’t understand why their representative didn’t even feign interest in fixing this systemic issue or addressing my concern. They clearly don’t care about me as a customer even after using their services for years and spending thousands of dollars. No more - I don’t trust Hotels.com AT ALL anymore and will never use their services again after this experience and demonstration of their internal company policies.

I booked a hotel room on Hotels.com for a friend who had to take her son to the hospital for an emergency. Then I went to Google to get her directions and the exact same hotel and room was posted on $30 less on Hotels.com. I contacted them and because the booking was for the same day they would not honor the price match guarantee. I have had an account with them for years, will never use them again.

I booked a recent stay through Hotels.com, and an agent changed my room type 4 days prior to my check-in. I was told by the agent that there would be no fee or charge for the change. When I arrived to check-in, there were 2 rooms booked in my name. Clearly the agent messed added a booking instead of changing my booking. The hotel refused to acknowledge the mistake and charged me 1 night for the cancelled room. I have been on the phone multiple times with hotels.com, who has contacted the hotel, but to no avail. The hotel refuses to refund me for the 1 night. So I am left paying for the mistake of the agent.

I have been using Hotels.com for over a year and it's complete garbage. If you need to change anything on your reservation then you are screwed. The information on the app is inaccurate too. DON'T USE.

Hotels.com used to have good U.S.-based phone support. Apparently, that has been discontinued. No phone number is shown on the website. Support on the website is only by a chatbot, which will not let answer unless you enter specific info about a reservation. There is no way to ask questions about an account or their rewards program. A support phone number can be found by a Google search, but it also demands that you enter specific reservation information. After getting through, it connects to an offshore call center. I can no longer trust this company.

I called Hotels.com because the system was not allowing me to post a review to a property I had stayed at. Customers Service told me to just go to the property's website and post a review direct to their website. I told them that I had already done that but I also wanted to post it on their website so that people can see it when booking through hotels.com. They then told me to try back and see if the review site was back up. I have been trying now for a week and a half and the system is still not letting me post a review. I feel like Hotels.com is not allowing reviews to the properties so that people can book.

When my on-line reservation would not work, I attempted to book through an agent in a chat. It took several attempts for him to understand that I needed two separate rooms in a certain city. I finally received two confirmations and thought all was well. When we arrived at our destination, we were told we had no reservations. Apparently, the reservations were at the correct city but the wrong State. We ended up paying over $110. more for our rooms than we should have. When I got home, I contacted Hotels.com and was told they were sorry for the error, but they had no responsibility for the amount we lost. They could do nothing to recoup our losses. Will never use Hotel.com again.

Unfortunately, there is no option to give this fly-by-night outfit ZERO stars for their complete and abject FAILURE to respond to or support the members they claim they value (including this Gold-level one). They offshore their "customer service" function so that NO ONE at their US corporate office in Dallas, TX is reachable (or accountable). And the agents are full of runaround doubletalk to delay, obfuscate, and frustrate their customers when the inevitable problems occur with reservations.

I booked two rooms each for 7 nights for our family vacation through Hotels.com for the Hotel Riu Palace in Guanacaste Costa Rica. Three days prior to our trip, and 1 day past the cancelation deadline, my wife and I tested positive for Covid and so we had to cancel our family vacation. We notified Hotels.com and requested a refund or even partial credit expecting quite honestly that we perhaps would be penalized for one night for each of the rooms. NOPE! They REFUSED to issue ANY credit and kept our entire $5100 dollars and claim that the Hotel Riu (a supposed 5 Star resort) is refusing to approve a waiver of the cancellation fees.

I booked an accommodation for 5 nights, but due to flight availabilities, could only do 4 nights. I contacted the accommodation directly and they told me I have to contact Hotels.com so I did. They confirmed to me via email that they will refund 1 night's accommodation once the reservation is complete. I contacted them a week after the reservation was complete and they said refund is not possible....

I booked a hotel with a non-refundable booking on hotels.com. 4 days later I found that I had to change my dates. I went online and did the virtual chat and tried to change the dates. Nothing in there, said that changing the dates would incur any large penalties. I paid originally $101 w/out tax and fees for the room. When I asked to change the date, which was a matter of 10 days, she wanted to charge me $115. Emphatically I said, NO. She said the hotel rates had changed. I went back on to Hotels.com. The hotel had my room at my rate for that NEW date for $101. So I went back on to chat and asked for the date change without penalties. They stated, non-refundable rooms have penalties. Except, I wasn't asking for a refund. I wanted a date change. They told me they would have to check with the hotel blah, blah. I finally called the hotel and got it changed myself, in 2 minutes. No fees, no penalties. The penalties??? They are stealing from you.

We had a recent stay at Days Inns & Suites by Wyndham in Albuquerque N.M. We arrived & checked into our 2 rooms that were disgusting. One had blood splatters on the headboard & both were unclean. We immediately went to front desk & said we were leaving. We had to find another hotel. Ended up at La Quinta. When we returned home we contacted Hotels.com for a refund & explained what happened. They contacted Days Inn & were told that no one had complained. Said there was nothing they could do for us.

I made an attempt to use a gift card that was given to me as a wedding/anniversary gift. It's a $100 gift card, and it doesn't cover the cost of most hotel rooms. However, I went to make a booking today and attempted to use my card. I entered the information for my gift card. Due to it not covering the balance it prompted me to enter credit card information. Despite me previously entering the information for the gift card it didn't appear to apply. I spoke to a customer service representative, Hiron, who confirmed it wasn't applied. To my dismay, there was no way to correct this after being charged. I asked to speak to a higher up admin staff, and was told by Hiron they would repeat "the policy" although I had already expressed my dissatisfaction with the website design and the flaw of not taking partial payments. It seems manipulative, as if the purchaser of the gift card wasted their money or it's designed to force you to make an additional purchase.

The picture and description were luxurious but the actual apartment had cum stains and pubes. It smelled like actual feces and the staircase smelled like wet dog. The property manager and Hotels.com did nothing! They refused a refund!

I never stayed here. Booked online with Hotels.com who I blame for the poor quality. $143 for a night where when I drove up 3 guys tried to sell drugs.. People hanging outside on the balcony... Looked like human trafficking going on. Currently fighting with my bank to have the charges reversed. Hotel clerk told I could not feel safe in a place like that and would not be checking in and to cancel my reservation. This was the worst hotel experience I've had since I booked with the same outfit years ago. I should have known better. If charged I will go to the police station down the road and inform them of my experience so they are aware of what goes on there. It's a minus review and I could go on forever. Also going to post this review on hotels.com and ensure that people are aware they don't know what they are selling.

Hotel very dirty. Cover on pool fallen in. Curtains in room had holes on pillow on king bed. Door had a hole in it. Property had people sitting around in cars watching guests. Dining room and bar closed not as shown on site. Had to use side door. Not front entrance.

We planned a trip to DC for my daughter's graduation gift and rented an apartment in the Wharf District on Hotels.com. We reached out to get check in information and was told they would give that to us on the day of check in. We called and texted all morning between our flights and got no answer and never have been able to get ahold of them. We called Hotels.com and they said they spoke to the apartment management and to go to the property. When we arrived there was no apartment. It was a Hilton Hotel that had never heard of us! We double checked the address and we were at the correct place.

I reserved a room through Hotels.com and paid for it in the app. When I showed up to the hotel they had overbooked and there wasn’t a room available. I called hotels.com to ask them to transfer the reservation to another nearby hotel. I was on the phone for over 20 minutes waiting for help and after 25 minutes and telling me he couldn’t find a room I decided to call the nearby hotel myself. SURPRISE they had a room. It was late and I decided to take care of the “paperwork” the next day. I did the online chat the next day to try and get a refund. They did refund me for the room I never got at my original booking but they would not refund me for my stay at the other hotel.

NOT satisfied by the claim settlement/price match policy of your company. As per my earlier chat with a customer care rep, on the day of my purchase, I requested to change my trip or a refund, he declined both and he was so rude to talk to me. The price match policy should be flexible as your company Hotels.com charged me $600. On the day of my checkout, by mistake the hotel staff issued me an invoice of $500. I was confident that the actual price would be $500 which I had paid to hotels.com, until I got another invoice from the hotel which opened my eyes that I was overcharged & this website is not trustworthy to do any kind of bookings for even minor transactions.

We booked Roadways inn through Hotel.com. The hotel is not at all clean and we didn't even stay in that hotel. Tried reaching out to hotel.com. Customer service is very bad and we didn't get our money. Very bad experience and never ever use hotel.com to make any reservation.

I used this website/app to book a hotel in Shreveport, LA on June 10th, 2022. Upon arriving to the hotel I was unable to have the room I booked due to it not being ready/cleaned in time. The HOTEL canceled my reservation and sent me on my way. I contacted Hotels.com who then told me that they themselves contacted the hotel that was booked and spoke to a manager who told them that I canceled my room and that I was unhappy with the rates of the room and they weren’t going to give me my money back.

I was booking hotel for my stay in Niagara but unfortunately because of system bug my dates got changed and instead of booking in May my bookings went in JUNE. When I receive email I contacted Hotels.com to rectify the error and change the dates. Unfortunately for the dates I was looking for, the hotel was full and because of their cancellation policy they refused to pay my money back.

I booked a 1 king bed with smoking and was nonrefundable. When I got to the property to check-in, I found out I had to pay a extra 40 deposit and you could only smoke ** in the room, not tobacco and to top it off, there wasn't even a king size bed. It was only 2 full size beds and trying to get ahold of a live person is nearly impossible and to try to do their chat online you got to have the ID number they send you yet when you put the number in it doesn't find it so all you can do is talk to a computer that asks the same questions over and over.

I booked my stay through Hotels.com and clicked on the two bed in room icon in their online website and received a one bed queen size room that had carpet torn and taped down, dirty wash cloths, torn up recliner chair, and the room seemed to be not cleaned, just straightened up before we saw the room. I tried to refuse the room but, as they explained, it was a non-refundable booking and I would lose my money if I refused the room. Any changes to the room would cost me a change fee but I had to stay at that particular hotel. Hotels.com was no help either and I would not recommend anyone to use their booking apps or websites to reserve a room anywhere.

I tried to book a room. The site said my cc# was incorrect and there were tech difficulties. I tried and tried. After receiving the same message again and again I gave up. I went elsewhere THEN I got a confirmation for the dump of a hotel that I tried to get before. I know longer needed it and assumed it didn't go through. I tried the virtual assistant and they just kept passing me off. I knew I wasn't going to get satisfaction from these people who don't care about their customers, only getting their money. I would never book through them again.

I had a family member try to book through my computer. Called within 10 minutes. I was $700 payment for hotel. Every time I called Hotels.com they told me to call the hotel itself. When I called the hotel they told me to call Hotels.com. It was a total run around. I think my family member even bought the insurance but it was no good when I tried to implement it. After looking online it seems like the booking was for $500 more than the rooms that are advertised on the internet. I recommend to stay away from these people.

We used Hotels.com by mistake when searching an area for a hotel to stay at. We made our reservation (which was supposed to be fully refundable) and checked in to the property, Campbell Inn in Campbell CA (Warning do not stay there it's filthy and the management has total disregard for customer concerns). As soon as we get into our room we noticed how dirty and the state of disrepair it was in. Immediately called Hotels.com to cancel and they said we have to go through the property, went to Campbell Inn management they said we had to go through Hotels.com.

I booked two rooms at a hotel in Amsterdam through Hotels.com ($1,700 total). When I arrived, there was an issue with the reservation because of the way that Hotels.com set it up. After 2 hours of back and forth with Hotels.com and the hotel, I was told that one of the two rooms had been given away. The employee that I spoke to at Hotels.com told me that because of the error, they could refund me in full so that I could book both rooms at the same place. I agreed and was told that my reservation had been cancelled and I could expect the refund within 4-5 days.

I booked a hotel room in Kigali with my credit card, got a confirmation from Hotels.com. I arrived in Kigali and found out the hotel was not contacted, no room was booked and money was taken from my credit card. No number to call, just a robot on the site, no refund. I will not recommend Hotels.com to anyone, scam, scam, scam.

I started with a simple Google search for Accommodation 29th May. I was directed to Hotels.com. I made and paid for the booking at Marriot London City Airport for £84. However, when I was directed to the site, my dates were changed to the 30th. I notified Hotels.com - their response was "we can definitely help... we need to charge you £119." Naturally, I assumed this was a penalty charge so I would need to pay the difference between 119 and 84 because of the change. When I questioned her, she said, "No, that's the extra charge." "So I'd be paying £119 over and above the £84," I said. She agreed and said yes. I asked, "How much to cancel my booking", she said £84. Absolutely terrible customer service and not willing at all to try and help... If I didn't know better I would think they are just there to take your money, once the moneys in their account... you're on your own. I will definitely never use them again!!!

This is the third (and Last) time I have been taken by this company. I have booked hotels that have been closed, terrible quality, and my last experience is the final straw. The last experience was we booked a 3 star hotel room that turned into a 1 star, the desk clerk said the reservation went through.... I called Hotels.com to get some help and nobody answered. I had to book the room again. The 150.00 (hotels.com "discounts it" it to 90.00) room instantly turned into a 60.00 room. I disputed the room through my CC company and lost. Don't bother using this company. EVERY TIME I booked a room through them I could drive up to the hotel they advertise and get it cheaper.

Your itinerary:** -King's Royale Hotel and Resort, Bacolor Pampanga Phils. I have been a constant user of Hotels.com, it was this year that I was dismayed with how they treat their loyal customers. Please see turn on events: March 7, 2022 - booking and confirmation was processed for said property and email confirmation received from Hotels.com - nonrefundable booking. This is assuming that the property they REPRESENT is legit based on previous transactions with them.

I'll include my story, but I agree with everyone who already left a negative review. I feel like they are committing fraud. I originally tried to move the dates booked on a hotel to one day later. The hotel said it is simple & would be fine, but I have to make the transaction through Hotels.com, which makes perfect sense since that's where I originally booked the hotel. I contacted a rep from Hotels.com on the phone who moved the dates for me & asked if a $7.89 charge would be acceptable for the night differential. I agreed knowing the hotel might cost a few bucks more on that specific night. The charge turned out to be $78.90 instead of $7.89. He would not fix "his mistake."

We booked a resort on 4/27/2022 and paid $703 and paid in full for a 2 night stay on 5/15/22 to 5/17/2022. Hotel said bill was $563. We were overcharged $119 and Hotel.com said, "Oh well," and refused to refund difference. I am reporting them to BBB and FTC for fraud!!!

I have been using Hotels.com for several years and have accumulated stamps and a reward night. I recently made a booking for two nights at a hotel that accepted reward nights and decided, for the first time, to redeem one reward night toward the stay. The instructions said to Pay in Full and then apply the rewards. When I paid in full there was no option to redeem a reward night. I spoke to an agent who first said that only hotels without any discounts accepted rewards. When I pointed out that almost all the listings had some type of discount she countered and said that I could only use one reward night toward a one night stay and could not use it for a two night stay. Nothing anywhere spelled this out. She said she would pass on my displeasure and said I could cancel. Absolutely no help. If they are going to have all these hidden rules, their reward program is useless. I will not use them again.

Hotels.com is the biggest scam. I have booked through them several times so that I could earn their free hotel night. After booking through them several times, I was finally almost to my rewards and they conveniently made my booking such a mess that I ended up paying for an extra room that I didn't need. If you call, no one knows how to speak your language clearly (that's a win for them as well). Pretty much, I was taken advantage of and instead of a free night I'm paying them an extra $50. Thanks Hotels. com. After I paid them, I cancelled my other bookings, deleted their app and I will NEVER BOOK THROUGH THEM AGAIN.

I will never use Hotels.com again, or any of Expedia.com‘s other subsidiary companies. Last summer, Hotels.com sold me two rooms (some work colleagues and I had a leg of our flight cancelled) and when we got to the hotel they did not have any rooms available; both Hotels.com and the hotel refused to refund us for rooms they couldn’t provide, saying they were non-refundable rooms. But again, we never got the rooms. The complete incompetence and unwillingness to help was outrageous. We were left stranded overnight in SLC. I spent months writing emails and making phone calls while never getting any help, or seeing a dime of refund for hotel rooms we paid for, let alone any compensation for our terrible inconvenience and all the trouble we went to get help with the matter. Both the hotel and Hotels.com blamed each other and neither of these giant corporations cared enough about their customers to make it right. It remains unresolved still.

Using Hotel.com was a big mistake. We got given the worst room at the property which I was very disappointed with as I was staying there for a week. It is the worst holiday I had ever had I was bitterly disappointed. If those bastards were clear on the room I was getting I would not have chosen that one. I worked very hard for my money and didn't won that holiday in a competition. I would never ever use bloody hotels.com as long as I live. You are nasty and misleading. I hope that company will go out of business.

I made several hotel bookings with free cancellation option for a trip to Japan. Price went down later so I cancelled the bookings and rebook with the lower price. Then Hotels.com cancelled all my bookings without any explanation. Tried to contact them and got an answer of violating their terms of use. All the bookings included free cancellation. I don't understand why I couldn't cancel and rebook with a lower price. Will NEVER use this website again, not even its mother company Expedia!

Had to cancel European travel in 2019 as could not leave Australia for obvious reasons. Got most things refunded or vouchered, but Hotels.com was intransigence personified. Voucher could only be used at the same hotel, and was very limited with use-by dates. No other company involved in rearranging travel were as hard to contact, or as restrictive. Booking.com, Luxury Travel, Qantas, Singapore Airlines etc, etc, all SO much better. The only company behaving worse was SAS.

I'll try to make it short and to the point. 1. I booked through hotels.com, which showed free parking. 2. The hotel charged a convenience fee. When asked about it, the manager stated it was a fee to cover parking. 3. I called Hotels.com several times to ask for clarification and for a refund. 4. They did not offer a refund, instead I got a coupon that until now I have not been able to apply since it is not available at check-out when booking through their website or app. 5. I have called hotels.com serveral times to ask how I am supposed to apply the credit I have. They have not only been unhelpful but extremely rude (always keeping me on hold for extended periods of time until I give up and end the call or just hanging on me).

We booked a room at Seashore Motel in Santa Monica CA. It was a booking that could be canceled supposedly. We had to cancel for medical readings snd contacted hotel 3 days in advance. They told us we had to do it through Hotels.com. I talked to a woman named Anna for 15 or so minutes at Hotels.com and was assured it would be taken care of and we would not be charged. I alerted my credit card. They were informed by Hotels.com that our cancellation would not be honored.

I used hotels.com to book a hotel in Tahiti for 3 weeks. So they booked the hotel, said the reservation was guaranteed, and charged my credit card for the full 3 week stay. Twenty minutes after I booked it, the hotel said those dates weren't available. I contacted the hotel, and I got the usual response- "You'll have to take it up with hotels.com." That's the problem with major bookers like Hotels.com. They enforce non-culpability.

I have a word of warning for those attempting to book Vacation Resort International locations through Hotels.com. I have personal experience making reservations at The Cove at Yarmouth which required a non-refundable $50 up-front deposit--no big deal except that confusion erupted when the posted charge shows up from Vacation International, rather than the Cove at Yarmouth or Hotels.com. There was no mentioned of this on the confirmation email, and for me, resulted in a fraud investigation on my charge card.

I booked a hotel with a double bed and the hotel gave me a twin bed. I tried to correct it with the nice hotel receptionist but they did not have a double bed available. So I had to go somewhere else. I asked for a refund and I was refused a refund because they said that the booking is non-refundable. I called hotels.com many times and pointed out the false advertising and I was constantly met with the response that they have to ask for permission to get the refund. False advertising should not require permission for a refund. Hotels.com should be enforcing the rules to ensure their clients are not cheating customers. No support from Hotels.com.

They used to be the best, now the most expensive and worst customer service you will find. No customer service to call to make a booking and rewards don't even apply currently. Agoda and Booking.com still amazing.