Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

If we need to make any changes or even request an invoice. no luck. The chat is absolutely useless. There is no real person to talk. Horrible. Support website is poorly designed. They don't even display a phone number to contact if needed.

I have used Hotels.com for years for vacations and work trips without issue. With the recent changes to the website I have had nothing but issues. I can't log into the account my friend and I share to accumulate the rewards - despite the fact that I have the email and the password. I created a new account so I can ACTUALLY book something but I can't change the email so it matches my VRBO email (so I can share the rewards between those accounts). It was bad enough to lose the 'Stay 10 nights, Earn 1 Free' reward (which was my only real incentive to use this website) but now I can't even share the rewards between my Hotels, VRBO, and Expedia accounts (which would be my only current incentive to use this website).

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.