Hotels.com Reviews

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.

If you go on the Hotels.com website and search for a hotel, you will find prices, dates and descriptions as well as room details. Some hotel prices on Hotels.com include breakfast; others do not. Some indicate that there is a parking fee; others do not. Beware of deceptive omissions regarding these details. Don’t be surprised when you check in to your hotel and there are additional fees or charges that were not indicated in your Hotels.com email confirmation.

Aaqib ** agent told that I closed my account by myself, that I eventually didn't do because I had status with Hotels for years and have bunch of free nights. they can't to nothing with it and were very rude.

I booked a holiday house for a family break online. I paid the price quoted by credit card immediately. I received a booking confirmation and the next day my booking was cancelled as price I was quoted and paid was incorrect. I have not received a refund.

Back in 2020, we planned a European vacation and due to covid, we had to cancel. We have received refunds from all hotels that actually got their money from us. We have 4 hotels left that Hotels.com never refunded us for and the company has kept that money. We've called about 8 times and always hear the same thing either they'll call us back or they are working on it. This has been going on for 2 years now.

It is regarding my recent booking at Sheraton Universal for April 21, 2022 night. Reservation totaled to be $363.40 which I paid this with reward night worth ($244.30) and remaining with my credit card ($119.10). Sheraton refunded the whole room cost ($363.40) on April 27, 2022. I received an email from Hotels.com that they have refunded my credit card for $119.10. Since I did not get my full portion of the refund back, I called the Hotels.com and I received very nasty service and was told "we cannot refund you the reward night". I asked them how they could keep my portion of the money when I got the full refund back, I was told that's the policy.

1. Find a local hotel with Hotels.com that had a bathtub/jacuzzi pictured in the room next to the bed and in the description. 2. Book hotel. 3. Go to hotel and check in & get slapped with another $50 security deposit for room. 4. Walk to room only to find out it is not the room displayed on website. 5. Go to front desk and they say, "There's nothing we can do about it," that hotels.com is known for bait switch and it's not the 1st time this has occurred. Now that just makes me think that both the hotel and hotels.com is working together to scam people!

Long time user of Hotels.com. In this circumstance after logging onto my account, charges were made in USD rather than CDN. I contacted hotels.com with typical flowchart answers with their position being due to a server error I was automatically directed to the US site which then charges in USD and replying I should have checked my confirmation details more closely. My login information should not automatically direct me to alternate currencies without any indication it is doing so

I think Hotels.com should not represent hotels that are ridiculously nasty, disrespectful Employees, and that takes advantage of people from out of town. We’ve been fighting to get as refund back from a night we haven’t even stayed at. It was so much unsatisfactory and unsafe things happening there. Prostitution, etc even the cops were there. We told Hotels.com about the problems and was out all night looking for another place to lay our heads our poor baby was stressed as well. Hotels.com has a policy about pay now or choose to pay at hotel.

Since Hotels.com was acquired it drives home the point that bigger is not always better. I used to be able to talk to a human at Hotels.com when I called customer service. I loved Hotels.com in the past. Recently I tried to get into my account. Not only can I not get into my account but they don't have an option on their automated "help-line" to remedy the problem. Automation is one thing but at least make it efficient. After three calls failing to provide an option to provide customer service, I give up!

I booked a reservation with Hotels.com. The price was $305 total. When I checked in the cost was $426. I reached out to Hotels.com, and was told in essence too bad work it out with the property. I asked why? I was told, "We don't have control over what the property charges."

Issue started on Monday. I have been trying to speak with a manager since then! The first C/S rep I spoke to took my information about the glitch in price on the system and stated I would get a call back. I waited 24 hours and did not receive a call back. C/S rep #2 said there were no notes on my profile but she can see the email that I sent. There was no way to look up who I previously spoke to and who dropped the ball on my issue. She then basically went on to tell me how it was my fault and when I asked to speak to a manager she told me they would tell me the same thing.

My wife and I have been using Hotels.com for a few years now. At first, like everywhere else, they treat you well to keep you coming back. However, when a problem arises, don't expect much help! They aren't customer service oriented, they only care about polices and teaming up with the merchant!! What happened to the good old days when companies would honor their customers and accommodate them?! Those days are gone unfortunately! May only be a few companies left who value the customer. I guess we will stick with stick with our VIP membership at Priceline! Should have known better to deal with a second rate company....

I have been a top tier customer of Hotels.com for many years. 2 weeks ago I booked 4 nights and paid upfront. Upon arrival the hotel had no rooms. I have requested a refund with no joy despite multiple contacts. It is astounding how bad they are treating a loyal customer. Be careful of using low cost providers as the service is below par

Hello. I hope this will help someone who is considering using a Hotels.com gift card. There is a great chance there will be a problem and once there is, you will have no way to directly contact customer support, the only way is to email and it takes about 4 days to receive a generic response telling you to include everything you will already have done. I tried to book a trip 2 weeks before leaving and spent two weeks along with my bank who issued the gift card trying to get support for a non working card. We were never able to get a hold and I left for vacation because my bank said they were in contact and would get it resolved by the time I check out 5 days later. Well upon checkout it was never resolved and when my bank card was charged the $400.00 that was supposed to be on the gift card, I was left with $36.00 cash and 4 hours out of town with no gas and another 12 days to payday.

They rented me a room at the Happy Inn which did not have a permit to operate and was shut down by the city of Eloy. I complained to them and they refused to do anything about it stating that the hotel said I used up my reservation. Even though I sent them pictures and complained before my reservation was up.

We booked through Hotels.com online. It stated pet friendly with deposit. We booked & called to confirm. After driving our family of 7 11 hours they would not let us stay due to our dog & will not refund our money. Extremely disappointed.

I paid in full through Hotels.com for 2 nights in Philadelphia. Due to an unexpected ice storm, I had to cancel the trip. Despite insurance, confirmation by them, over a month has gone without my refund.

Hotels.com is a scam. I requested to book an accommodation and purchased $16 trip insurance. The booking was refused by the property - no booking was ever made - and Hotels.com told me they would issue a full refund. But they didn't - they kept $16 for the trip insurance. By the time the refund hit my account - in two separate amounts - and I calculated that it was not for the full amount, hotels.com told me the time to request a refund on the insurance had expired and there was nothing they could do. Lost $16 for trip insurance for a trip that was never booked due to refusal by the hotels.com property partner. Never again will I do business with this dishonest, predatory website.

When asked to cancel a reservation due to COVID I was told they were non refundable. I will not use Hotel.com in the future. I do not recommend the usage of this website to book any hotel because if you need to cancel you will lose your money.

My son booked a hotel from Hotels.com and bought the insurance as well in case anything went wrong. He paid $440.78 to stay at Peppertree by the Sea by Capital Vacations for Spring Break on March 7th. He purchased it just four hours before he arrived. There was nowhere on the Hotels.com site (not even the fine print) that stated an age restriction - because we looked for it. When he arrived, he was refused as a 21 year old to stay at the hotel. Even though he bought the insurance, he was also refused a refund saying they should have known the age restriction. Why would my son pay extra for insurance, if you refuse to refund him?

I am on hold for the last 26 minutes. When I called the robot told me call would be answered in 2 minutes. The customer service lady was awesome, so I give it 3 stars. But the wait time should not be this long when you are traveling and have to solve problems on the spot.

I booked two weeks at a hotel on Hotels.com website booking reference # **. Tropicana Inn. I did this several weeks ago. The hotel took full payment on my credit card weeks in advance which was unusual. After repeatedly trying to contact the hotel direct to make inquiries I notified Hotels.com by phone. They were to get back to me but didn't. My son who is a contractor happens to be in San Jose and went by the hotel to check on it, and it is boarded up with nothing inside. It looks abandoned. I have pictures to prove it. I tried to get a Hotels.com supervisor on the line, spending hours in the process and on their chat line. They refused to get me a supervisor, only gave me a general public 800 number which resulted in another go round of no help.

Hotels.com works great if you need to book and want to pay later, but the perks stop there. I needed to cancel one night of a 2 night reservation that I had made months in advance. They failed to inform me that they'd be canceling my entire reservation and rebooking the 1 night at almost $200 more than the night of the original reservation! After multiple phone calls and chats, they have refused to even let me talk to a manager because "they wouldn't be able to help me anyways," I'm thinking a "manager" doesn't even exist. Will most likely be canceling everything at this point and just work with the hotel directly, no matter the cost.

I made a reservation thru Hotels.com. I wanted to cancel this reservation and re-book it using a coupon that Hotels.com had issued to me. They canceled the reservation and promised a refund. They then would not allow me to rebook using the coupon. I contacted them by phone and was promised the refund would be made and told me how to use the coupon. I agreed to rebook when the refund was made. One week later I contacted them again by phone and was promised the refund again...nothing happened.

I booked room thru Hotels.com. The room was very dirty. Gave neg review with pictures on website. Received a email saying they couldn't post my review but I could change it. So all reviews seem to be strictly controlled to be positive. They will lose customers after booking bad hotels.

I booked a hotel room on Hotels.com. I never got an email with a confirmation. I checked the app site and they said I didn't have booking. I checked the next day with the same no booking information. I tried many times with the virtual app to get to talk or get a response from something or someone. Then I called and the automated site would not let go further without my confirmation number which I never got an email. I put in my phone number, email and it couldn't find my reservation. I checked the site daily with the same NO response. On the day I was supposed to be at the hotel my credit card got charged the full amount. I checked the app. It still didn't have my information of the booking. I called and still just an automated system. It then it gave me the option to cancel but with a one night charge. Unbelievable!

Booked 2 rooms for a holiday getaway in George for Christmas and ended up in the hospital so we weren't able to go. Called in plenty of time to cancel without penalties & requested BOTH rooms to be cancelled due to being in the hospital. Got confirmation they were cancelled. On the day of the check in we received a call from the hotel asking us to confirm our arrival and we let them know we had cancelled the reservations. They wouldn't help us or cancel the reservations and said we would have to contact Hotels.com.

We have used Hotels.com in the past and experienced some hiccups and inaccurate information but this time our experience was a lot different. We called 1 week prior to our trip to amend our stay from a 3 night stay to a 2 night stay realizing our daughter had to get back to school earlier than we expected. When we called to make the change we spoke with a polite young lady who explained she would need to call the property to see about making the change we were unable to do online; when she came back on the phone, after placing us on hold, she told us the changes had been made and that we would be able to contact the hotel for an email confirmation.

They lied about about the state of the hotel. The hotel looked good on the website. It was awful! Not safe. The customer service rep from Hotels.com it was not helpful at all. At the hotel lied about the disruption. There were police in the parking lot and other customers told us to leave.

We made reservations through Hotels.com and after checking individual pricing on the airfare and hotel room, found we had been overcharged. Our hotel was supposed to cost $550 per night, but Hotels.com charged us over $700.

I was searching for a hotel in Atlanta for 5 nights. One of the property advertised a condo for $100,747,507 for 5 nights. Is this for real? For that amount, one could buy an entire block of luxury apartment!

Booked two rooms in San Diego through Hotels.com 45 days ahead of a concert we are attending. A week before, we were informed that the Residence Inn hotel had overbooked and our reservations were canceled. We had to go directly to the hotel to get refunded, which took several hours. Hotels.com would not help us or even attempt to find other options. Basically we were told they could not help us. You kind of wonder how things would have turned out if we had just booked our rooms directly with the hotel.

I made a non-refundable reservation in October 2021 total amounting to $1255.00 for December 2021 - family trip to France. Our flight got cancelled due to COVID-19 in December. Being a regular customer, I explained the situation, pled for either adjustment of stay dates or even a refund (even partially). How can we reach France to stay at the hotel on those dates when our flights are cancelled! Hotels.com made no exception considering these extenuating circumstances. They stuck to explanation that it was a non-refundable reservation and it being their policy and I should've known better. Staff were not understanding and kept me waiting for hours on the phone even to retrieve information to assist my call.

Please don't ~use Hotel.com. They are a scam site. I recently booked 2 hotel stays with this very shady company and they said they had not received the payments even though it showed as paid on my bank statement. They said that the credit card was not correct. I told them that I could prove the payment had gone through and said that if I did not get a refund, my bank's fraud department would be contacting them. Received a refund the next day. Very dodgy company! Beware!

I went to hotels.com to book a hotel for a couple nights. When we showed up we weren’t able to stay at the hotel because of our pets which the site did not clearly say unless we looked through 10 different pages. I tried canceling this reservation which I had made maybe 2 hours prior so that I could try a different hotel and they tried charging me more when it didn’t say there would be a cancellation charge considering we hadn’t been charged at all by the hotel or the site.

Went to Hotels.com on Jan 21 to cancel a booking for Jan 25, printed a confirmation that the booking was canceled and refund was pending in 1 week. But refund never came and their customer service claimed I never canceled. Sent copy of cancelation and they asked for page 2 which we didn't keep. They refused our refund. Been a customer for 20 years but never again!

If I could give negative stars, I would. We booked two nights through Hotels.com. Then we had to change our booking to one night. We chatted online, then spoke to a human who indicated that because it was four days before, we'd receive a full refund for the unused night. That didn't happen, and still hasn't happened (over a month later, and four conversations and broken promises later). Hotels.com is a terrible company to work with. They have no integrity whatsoever, and are obviously willing to lose a long-time customer over the cost of one night's stay. We've been cordial to their employees, yet we're still not receiving results, only lies, lies, lies. Very frustrated. Will NEVER book with Hotels.com again. Go for Expedia. Or ANYONE else, really. Don't waste your time and energy only to be scammed.

Do not trust the reward program. It’s just a way to get people to book with the site. After booking 10 full nights I wasn’t able to use my reward the hotel.com site pushed my reward back to 7/10 booking. After speaking with customer service nothing has been done!

I had a trip to Miami with hotel booked, but ended up with Covid prior. I wasn't expecting a refund really, but wanted to contact Hotels.com and inform of the situation. Upon telling them that I was unable to make the trip (this was during the trip would have been), the Hotels.com rep put me on hold to contact the hotel. The hotel stated that I was AT THE HOTEL IN MY ROOM RIGHT NOW. I had never left Ohio and was highly concerned with this statement. The situation was escalated to Hotels.com Management and they responded in an email basically stating that they cannot contact the hotel....which the rep had no issue contacting the hotel in the 3 minutes I was put on hold. I felt as if Hotels.com is just not customer service oriented if the money is already received. They did not respond to my email after that. Displeased, will use my reward and switch to another booking agent, or direct with hotels.

For years, I have been mainly only using this company for all of my vacations and weekend getaways. I am a gold member due to my high bookings. I like taking advantage of "Reward Nights". However, in the last year I have lost over a thousand dollars through them and even rewards nights. One. I have a HUGE problem with allowing false advertising of hotels. I booked a major resort that looked AMAZING in Mexico and when we arrived we RAN out of there. Not one person in my family would stay. It looked like and abandoned run down resort. I couldn't get my money back. In the night, in Mexico with family, We called a nearby resort and asked if they were located on the beach and if it was a good place to swim bc that was very important to us the end of our trip. Of course they said yes, when we checked in late at night and woke up in the morning, the beaches were RED flagged and unswimmable and apparently have been for a while.

I purchased a hotel night stay for $91.19. I thought I was paying for the cancellation. But apparently, I was paying for insurance. I was going to court and had to change the court date. I filed an insurance claim immediately. I canceled the trip within 24 hours and filed that claim and the so-called "insurance" company never even responded. So I disputed the charge with Paypal first before I go to my bank. And they fought the dispute and Paypal reversed it and charged me for this Deceptive Sale. I am now going to be reporting Hotels.com, the BS insurance company, and Paypal for Deceptive Trade Practices. AirBNB is better anyway.

The property manager tried to say we were on the property the whole time never happened they were just greedy. So I disputed it with Hotels.com and they happily refunded me and gave me some love with an night rewarded. Thank you Hotels.com.

I explained to multiple Hotels.com customer service agents about a situation I had at one of their affiliated hotels that I booked with. The hotel itself had blood on the towels, used lipgloss on the bed upon check in and asked hotels.com for a refund AND the hotel for a refund since I paid directly through the hotel but hotels.com decided to side with the manager of the hotel for some reason when I had shown a photo of evidence. I truly understand times are hard right now and dealing with COVID in the travel industry isn't easy, so I gave ample time and understanding however, blood on a towel isn't right and the way it was handled is not okay either. I tried to complain at the hotel during my stay however no one was there or picking up their phones.

I have booked over 20 nights and spent thousands of dollars on booking through Hotels.com. When I called customer service to see why I wasn't getting credited my 1-2 nights free as a reward for the number of bookings I made, I was disconnected multiple times. Finally, I got through to a representative who had no idea what I was talking about and I provided each date and confirmation number of each booking. He then told me my rewards already expired in September even though my last trip was in July of the same year with them. He told me he couldn't help me and that corporate would have to look into it in 5-10 business days.

Crooks!!!! Hotels.com are terrible. Due to covid an event I was attending was canceled. I contacted hotel to cancel. They said contact hotels.com which I used the link in the app INTERNATIONAL call SCAM!!! Phone call cost $125. No refund. Lost out on my free night I earned by collecting 10 stay stamps plus lost out on a $50 gift card. Multiple emails to customer service. No luck. I learned an expensive $200 lesson. Never will I ever use hotels.com again.

Hotels.com is especially easy to use and the various hotel chains that you can book with is the best. I will use Hotels.com again for my next trip. If you have any problems or questions, the service representatives are very friendly and knowledgeable.

This was the worst experience I have ever had. The hotel reserved was supposed to give instruction on how to do late check in (after 9pm). I didn't receive anything so started calling them at 7pm, went straight to voicemail. Called for hours and no answer. Got to the hotel and no one answered the door. It was a freezing night (26 F) and I couldn't get any help from the hotel nor Hotels.com. I literally slept in my truck freezing. It's the next day and I still can't get ahold of anyone from the hotel and hotels.com help is non-existent.

Don't go through Hotels.com. Hotel we stayed took our deposit cash and hotels.com gave us a gift e-card. 390 that's not how we paid. Rip off. Very upset. Don't go to Georgetown De Quality Inn. They robbed us.

On Dec 7, 2021, I booked a 3 night stay Jan 14-16 at Virgin Hotel New Orleans. Because of potential exposure to Covid-19, I cancelled on Jan 10 more than 72 hours before I was scheduled to arrive. I was charged 1 night stay penalty even though the hotel website describes the “free” cancellation policy with only 24 hour notice. Now Hotels.com says it’s the hotel and the hotel says it’s hotels.com. Hotels.com agents via chat were of no help in getting my full refund. Hotel says that by using hotels.com I forfeited the full refund. So what to do?

Complex website. The first time I tried to book on the website with a gift card, in the end I did not find where to apply it. The page about the map in my native language is not available. I do not recommend this site.

With the rising cases of COVID-19 and being cautioned by my oncologist of travel at this time, we canceled our flights to California and received full refunds from American and Delta Airlines. Not so with this racket called Hotels.com, which did not cancel the hotel as I initially requested until I contacted our credit card company to complain they had withdrawn the funds before we had checked in. Like so many others have noted, do yourself a favor and book directly with the a hotel instead of hotels.com. In the event of an emergency, they have no qualms about taking your hard earned money.

I rented a hotel room for 2 nights with Hotels.com. I called to complain about the room and they said they would try and help. When I called the number they put me on hold. We tried to work out the problem. I realized it wasn't worth the hassle and the closest hotel they could put my family in was 45 minutes away from where we were staying now. After I got my next Verizon bill I realized they had transferred my phone call to a international New Zealand pay line and I had been charged 250.00 for the phone call to reschedule. My phone bill does not reflect the international call but Verizon said I'm responsible for the charges. I'm almost scared to call them back because I don't want to be charged again. Wish me luck.

After I reserved a room at the Holiday Inn Express on Christmas I checked in got the keys and an hour later found out I had covid-19. I called them back and let them know that I had covid-19 and I would not be able to stay. I asked for a refund and they refused. I paid $125 and a $50 incidental That was supposed to be refunded back and I have yet to receive it.

This company is bogus and should not be allowed to engage in sales to the American consumer. They robbed me of my money after I said I didn’t agree with what the agent was sharing on the phone. I received an email stating that my cancellation would not be refunded or exchanged even if the reason was COVID. Why should this company be allowed to keep money if the hotel doesn’t have a cancellation policy? I’m not understanding this and therefore I’m not letting go so easily.. More to come!

Clicked on free cancellation. Was told by an agent they would contact the hotel to cancel. This was not done, even with screenshots, Hotels.com took no responsibility and I was indeed charged the full cancellation fee.

I was kicked out of my reserved vacation rental halfway through my stay. Some miscommunication between the property management company and the owner of the actual rental. Hotels.com did not refund me for the unused portion of my stay (almost half). They charged a ton of "fees" but refused to refund me ANYTHING. Horrible intermediary company that adds no value but charges you "booking fees". Stay away.

We booked through Hotels.com. Thought they would help. We the whole family got sick with Covid but they wouldn't even help. Wyndham Garden Inn took our money. Don't stay there or booked this company. Will book through another company.

Did you know that if you reserve a hotel room through Hotels.com and walk into your reserved room to see that someone has peed all over the room before your arrival, and you cannot breath in the room because of the revolting smell, per their UNBELIEVABLE policy, the customer service will reach out to the hotel, and if they don't pick up the phone or do not answer their email you won't get a refund?! Even if they respond and decline the refund request, you won't get a refund!! We experienced the first option! We made our reservation at Beverly Laurel Hotel in Los Angeles through Hotels.com! Reserved their "King Suite with Spa Bath" which is supposed to be their best room. As soon as we walked in were shocked by the revolting urine smell! There was also a urine stain on the couch! The bathroom door was supposed to be a double door, but half of it was missing! The plugs were broken and the room was in a horrendous condition!

I made a reservation for an international trip to Europe before the recent surge in Covid (Omicron). I made sure to book all hotels with a cancellation policy in case I could no longer go on the trip. I made a reservation at Hotels.com on a room that I saw had a cancellation policy. After I made the booking, I saw some devastating news about lockdowns in Europe and reached out to Hotels.com to cancel within hours of booking.

After being a customer of nearly 16 years was denied a deserved refund because I canceled a booking 6 hours past their expected deadline due to bad weather. Totally unwilling to bend or help. Never use them again.

I've been a Hotels.com user for many years. I've always booked my travel through them because of their vacation packages and rewards program. Recently, that all changed and I will never use them again! I booked a hotel in Anaheim for the weekend before Christmas so I could take my family to Disneyland. The booking was made several months in advance. A week or two later, our plans changed and I needed to cancel the reservation. The Hotels.com website was experiencing problems, so I called customer service to cancel the reservation. I thought they took care of it because it no longer showed up on my app.

I have been using Hotels.com for years without any issue or having to call in other than once to get proof of confirmation at a hotel checking. But the last few days have been a living nightmare... It begins with me being charged the complete amount for a hotel booking prior to even checking in which was not disclosed and then the booking said that I could change or cancel my reservation up till a day before check in. I had a change of itinerary and needed to update my booking was forced to call in or use their prehistoric excuse of a chat. The representative kept letting the chat go to sleep and wasn't responding with any urgency so I called in and got a representative who kept repeating the same things to me over again when she contacted the hotel because she said she couldn't update it in her system. She said the vendor aka the hotel could not update the reservation because it had been booked.

Wow, the site is totally behind, comparing other booking sites. One example is the pet fee I paid which was more than 90% of room fee itself. Hotels.com fails to show the pet associated fee and customer service said it's my responsibility to 'know' it. If HOTELS.com cannot show all potential fees for all candidate hotels on quote/receipt and I have to search them myself or pay at the hotel with a surprise, why would I use Hotels.com? I wouldn't use this site again. And customer service was not helpful, only wants to close a case w/ $10 future discount coupon.

I have been using Hotels.com occasionally since 2018, and thought that I was signing up for the rewards program when I first made my account. I don’t stay at a lot of hotels and didn’t expect to have enough for a free stay and didn’t check it until this summer when planning a longer trip. I noticed that I had no rewards stamps and tried to re-enroll to make sure that I would get the stamps, but neither the app on my phone, iPad, or on my desktop responded when I clicked on the enroll button and it still had my information showing that I was logged in. The robo chat was not helpful and I couldn’t find a phone number.

I attempted to make a reservation in Santa Barbara in mid September 2021. I found the hotel I liked - the site said there were several rooms left. I had already entered the check in and check out date. I clicked to make the reservation on the specified date, entered my credit card info and had, what I thought, was a reservation on the date I requested. The date, evidently, was not available after all so the site automatically gave me a different date in the middle of the payment process (10 days earlier than I requested) and two days after I made the reservation.

Hotels.com is my absolutely worst experience ever! We booked a holiday cottage via Hotels.com, fully paid and also received a reminder email last Friday double confirming our booking. Today we arrived at the destination and only found out that the property we paid for was leased to someone else. We called all the numbers we could find on the confirmation email received from hotels.com, yet hotels.com was not reachable. We ended up calling the office that managing the cottage and they said they never received our booking and hotels.com was at fault. We tried the numbers of hotels.com few times again without an answer. After 3 hours road trip, with a screaming 5 months old and a meltdown toddler, we were left with the only vacant property that is more expensive yet inferior than the one we have paid.

What pictures of hotel are false and misleading. It is dump. Would not recommend any to stay at property. Was noise noise at night,could not get a good night sleep. The property is unsafe to customer lodging.

I booked a room for my husband. I was reviewing our statement when I noticed a $462.21 charge for the hotel. I called to see what the issue was. They were unable to help me. I have to reach out to my bank to get it fixed. The representative also advised me that because they are a third party billing their fees are higher and the tax on a one night room that cost $77 could be $30. RIDICULOUS. I would recommend booking directly with the hotel. This is for a room we booked in Texas.

In March 2020 I made a booking using Hotels.com and due to ban on traveling because of COVID my bookings was cancelled. At that time I was promised I could rebook the same hotel before December 31st 2021. Now, that I plan to visit the same city hotels.com is giving me a runaround to use this credit. I have spent several hours on phone, chat and email to help me rebook. All they are saying that the hotel has not issued a voucher to rebook. But I didn't made the reservation with the hotel directly. I used hotels.com to make my reservation. I would not recommend using hotels.com to anyone!!

Confirmation number: **. Thanks to this facility, my trip was a mess. I went to the address on the reservation and called the contact number. They told me they changed the accommodation. When I made the reservation, I had booked this house according to the photos and location. But they changed the house without notice. I paid 85 euros per night. but we stayed in a tiny house that didn't even cost 30 euros for the first night. The next day, we moved to another house very far from the city center. I called Hotels.com customer service, we chatted with live help. Unfortunately, Hotels.com customer service didn't care either. Both the accommodation facility and hotels.com made me suffer.

This is factual. I used the virtual attendant to cancel my Thanksgiving reservation and they canceled that PLUS my Christmas reservation. Cost me over 400$ extra to replace. They refuse to be responsible.

After my hotel visit, someone has posted a review in my name on the website. (Not surprisingly an Exceptional 10/10 review!). When contacting Hotels.com they seemed disinterested and could not advise how to delete the review. I can only assume they are deliberately inflating the reviews of the hotels on their website. As this is a crime in the UK this will be reported to the relevant ombudsman.

I booked a room through the website online. It indicated that a credit card was not needed at this time. However, when I went to cancel the reservation about an hour later it said I would have to pay for one night to cancel! I realised that I had booked in error but they would not allow any changes or refund. Stupidly I booked with a gift card that can't be challenged, and I was honest and didn't try to spend it elsewhere before the charge was applied, which I should have.

I used their customer service chat and was the person was rude, condescending and entirely unhelpful. I then spoke with someone on the phone who told me something entirely different and was still unhelpful. Finally I emailed them and got a short also unhelpful response. In summary I apparently booked a room while not logged in so I did not receive a stamp for my stay ($300 stay) and was told I did receive a stamp by one person and told I did not by another. No one was able to figure out a resolution. I will not be using Hotels.com for future stays. They clearly do not care whatsoever about their guests.

We recently had a bad stay at a hotel booked through Hotels.com. We had booked for 2 days but after the 1st night, could not sleep in that bed again. We contacted hotels.com and they took all the info, contacted the hotel and got us a refund within 2 days- excellent service- we rebooked another hotel through them for the same night.

The most terrible customer service you can imagine! We was left without room in the middle of the night. And room was pre-paid! We were not able to reach customer service as you need to go through so many hoops to get to them. 3 days later they claim that we didn't show up at hotel there for they won't refund money. I bet they are total scam! Don't do business with them!!!

Customer service is horrible and I’m still waiting for a resolution for a trip booked and cancelled due to covid. Hotels.com and Zephyr Hotel has offered a voucher for a trip I booked back in February of 2020 for May of 2020. The Hotel closed and did not reopen for several months due to covid. They are giving me the runaround and have offered me a voucher. They cancelled, not me. They refuse to reimburse me, only extend the time on voucher to the same hotel, no substitute! I had planned this trip only to make a short stay in San Francisco. I do not plan to ever go to San Francisco again, just use this credit somewhere else. Very frustrating since I’m not expecting my money back just the voucher that was guaranteed.

I booked two hotel rooms for early November months ago through Hotels.com. I had to cancel the rooms, it was a free cancellation, I did it 12 days before the booking. I put my card down to reserve the rooms but did not pay in advance. On the day of my reservation, $200 was removed from my account. I contacted Hotels.com immediately, they told me to wait for the refund. I contacted the hotel directly, the manager told me nobody canceled the reservation so I was charged as a no show. I have spoken to over six Hotels.com employees, and they keep telling me to wait. The hotel will tell me nothing. I am considering a lawsuit, since I have all the emails as proof.

I feel they are fraudulent. As a member you are suppose to get 1 stamp for every stay you book with them however they often will not give the stamps especially if you're close to getting a free night. They always say they will get back to you but never do.

Have used them for years. Had to cancel a room and purchased their ‘insurance’. When I cancelled the room the representative also cancelled the insurance so I could not be refunded for the cancellation. No one in customer service could even begin to address the problem and the insurance representatives couldn’t handle the insurance because it had been cancelled. I just cancelled another four stays with them. There is NO customer service. Direct bookings with hotels are the only way I will go in the future.

Terrible and incompetent service. My reservation for hotel, paid in advance, fell through after hotel announced that they cannot honor my reservation. I contacted Hotels.com (their Expedia Group support). Responding to their automatic emails leads you nowhere. So, after three lengthy phone conversations, each lasting over 30 minutes, they were unable to confirm an alternative accommodation, and asked each time to call me back.. or that I call them back. Since these were international calls (they are located in USA, I am in UK), I have no idea how much I've money I've wasted. In the end, I had to cancel completely, and book myself a new room through another website, paying way more than originally, because the travel date approached. Stay away from this company.

I am very disappointed with Hotels.com. I had a situation where the hotel I booked for was a complete disaster. The hotel shown at hotels.com had drugs on the floor of the hotel and there were sketchy people wandering around. I ended up not staying there and let the front desk know as my family and I did not feel comfortable staying there. I called hotels.com immediately and let them know of the situation. They said I would be receiving a full refund and I only received partial. They expected me to cancel within 48 hours but how could I do that if I had booked the hotel the same day. I am very disappointed on how hotels.com handled the situation. They did not offer me to change to another hotel. Instead I had to use a different site to book a different hotel that night. I will not be using this site again as they have people working for them who promise customers they will be receiving a full refund and I did not.

Hotels.com will overcharged you by 30 to 50% compared to what you can book on hotels private website. Do not book through hotels.com. They charged me 159.00 for a room that cost 127.00. Contacted their customer service and they basically told me so what. We just made 32.00 off of me because I’m stupid. Never do business with motels.com

Hotels.com's customer service is an absolute joke. Tried to get help resolving an issue and was given nothing but the runaround for over a month. I finally contacted the Better Business Bureau and they finally replied, but their resolution was pathetic. I will never use Hotels.com again.

My deceased wife booked our stays and Hotels.com will not honor those nights. I even wrote the CEO and ** signed for the letter with her death certificate and my past confirmation numbers. They have not even replied. I will NEVER do business with them again. Every airline was glad to help but hotels.com really doesn’t care about existing customers, that’s obvious.

Hotels.com customer service has been a nightmare. Booked a room last minute while traveling a long distance not thinking a Super 8 would be as filthy as the one we walked into. Hotels.com was no help in receiving a refund and they kept giving us the run around. I will never book through them again. They will steal your money at any opportunity.

Reserved a hotel room for night of 11/1 in Moab. Due to flight change and rental car business being closed upon arrival we asked if we could Have our reservation changed to 11/2. They refused. Will not Be doing business with Hotels.com again. Will tell others about our awful experience.

I made a reservation through the website Hotels.com in a 4-star hotel in Mauritius with intercontinental breakfast included for my family, 2 adults and 2 children Arriving at the hotel there was only one guard who said that there was no one at the reception that they were closed. After 3 hours of trying to get in touch with the Hotels.com team and the hotel, only at 7 pm, someone showed up with the keys to the apartment, which did not match what we had rented. Everything in the city closed at 19:30-20:00 and we couldn't even buy water for our family, so we ran out of water. In the room, there was no water for our guests (4 stars). After entering the elevator did not work and we were given a room on the top floor and one of the children has a disability and cannot climb stairs. We had to carry her.

Very disappointing experience! I have been a customer for several years now. Simple reservations have always been made without any hassle. Now the hotel I booked does not offer transportation to the airport. I contacted Hotels.com to cancel the hotel due to the lack of transportation. They did some research and sent me an email, authorizing me to take a cab service, given the circumstances, so that the latter could be reimbursed later. Unfortunately, HOTELS.COM refused to honor their word and the promised refund. Even with written proof from their advisor. In addition, no return to my mail for the last few weeks... In short, when it's a simple reservation, without hassle, it's fine, otherwise, hotels.com are not there for customer service, but more for their profit, even if it means losing their word! Too bad!!!

I modified my reservation and shortened my stay. It showed my refund due on the app and new lower revised price. I never received my refund. Took screenshot and when I talked to cust service which is now located in India I guess she told me it's out of her hands and even though it's says refund due as she looked at the screenshot I emailed her that's not what it means she says. I said I wouldn't have modified it if I knew I was going to be charged for 2 nights. It says one night refund due. It's their app, their rules which I followed as she could plainly see. Too bad was her attitude and there's no supervisor to talk to. FRAUD!

Was catching an early flight out of Detroit, MI, so we decided to drive an hour and a half (73 miles) from Davison, MI, and get a hotel room. Booked a room online thru Hotels.com for Wyndham Garden- Romulus, MI. The fine print said the hotel would chat a cash deposit of $200. HOWEVER, hotels.com did not indicate that (a) the cash deposit would NOT be returned until after 8:30am and if you had to check out (as we did) prior to 8:30am, you would have to make the inconvenient trip BACK to the hotel to get your refund and (b) that your refund would only be held for 7 days.

The website had some sort of hiccup. When I clicked to make a reservation, the page didn't do anything, no reservation was made, but the credit card was charged, twice! OK, thought I'd use their online chat feature: No go, it's an automated thing that only handles simple issues that you can do through the interface anyway. OK, how about a phone number: No go, it's an automated thing that never puts you through to a human, despite saying on the website that this is what is going to happen. OK, how about the email: No go, they respond the next day totally ignoring your email and telling you to use the online chat feature. My conclusion: Either the website is a fraud, or they have zero customer support in case something goes wrong.

WORST EVER! The hotel showed all and only suites with a living room. 127 pictures total for the hotel ALL with 2 rooms. I paid extra money for a nice room while in Rome. When I got there I got a 10' x 10' rat nest. The hotel was prepaid and they refused to give me a different room that matched what I paid for and were not willing to refund me even in part for the reservation. The room was in bad state with mold and filthy and not even enough room to open our suitcases! I spent 4 hours trying to talk to people at Hotels.com who simply kept hanging up on me and offering absolutely no help!

August of 2021 I made a reservation for a hotel in Canada that needed to be canceled by 5pm on a certain date otherwise I would have to pay the equivalent of 1 day. I went back and forth with the plans then finally decided to cancel at 4:30 on the last day of free cancellation because my plans were not coming together. I was absolutely horrified when I got a message saying I had been charged for a day.

We had the worst experience with this company!! Bought the insurance case we need to cancel then when we had to cancel they told us our money had been refunded when in fact only half of the money had been given back.. for some reason they then asked us if we wanted to cancel the insurance. We said yes not realizing they only gave us 1/2 the money. Total **. Called the about it and they said, "Sorry you canceled your insurance and we can’t help you.." Frank helped us. Total robot did nothing to help us!! Stay away from this company!!

I would not recommend anyone to book with at Hotels.com at this location (Address: 2060 Saint-Dominique, Montreal, QC H2X 2X1, Canada) even if they offer a free stay for a lifetime. It will be the biggest mistake of your life. Below is WHY.

In September 2021 booked and prepaid through Hotels.com. Upon arriving at Ronda Motel, Golden, BC, we were informed that there was no confirmation on payment and asked for our credit card to pay the motel. Being really tired we stayed there. Looking at our credit card bill, we were charged by both parties. Neither one will give us a refund, Ronda Motel will not answer their phone, and will only reply by email.

I Booked my Hotel with cancellation policy for 4 night in Istanbul Sept 9-13. I paid extra for this booking for peace of mind due to trip uncertainty. I had to cancel my hotel booking for the same reason few days before arrival. Since then after 4 weeks I received Email letter informing me there will be no refund. I tried to understand why they are not refunding me my money but unfortunately there hasn’t been any success. I also contacted hotel in Istanbul directly and they said this booking was cancelled and they received no money from Hotels.com. I believe they are scamming customers out of money because retrieving money with them is impossible, I am trying to peruse the matter through small claim court.

This is the first and last time I plan to reserve rooms via Hotels.com. I have reserved a Classic Double room for 3 nights at Palazzo Jannuzzi Relais hotel in Sorento Italy. I made the room reservation based on the room pictures that were shown on their website. The cost for 3 nights was 348 Euro. Just to make sure everything is okay, I have contacted the hotel directly to verify the room pictures shown on the hotels.com website match the room I have reserved. To my surprise, the pictures that were shown on hotels.com didn't match the type of room I reserved, these pictures were of a Junior suite room which is more expensive by 122 EUR.

I'm trying to get help for my cancelled reservation. I'm charged the full amount because I didn't read the fine print. That's on me. But have not been able to reach customer service multiple times at this point and when I do, they leave me on hold and then hang up.

Be very careful with this site. Customer service is horrible and I’m still waiting for a resolution for a trip book and cancelled due to covid. They are giving me the run around to obtain a voucher that was promised. Emails and calls very frustrating since I’m not expecting my money back just the voucher that was guaranteed.

They advertise free reimbursement if reservation is cancelled before a listed time, but once that happens they don’t refund the money and there is no human that can give any answer. I cancelled a Reservation in Cartagena Colombia to go to a better hotel, same app, all fine with the hotel but impossible to get any answer about my refund. Internet scam! This is the way they make money.

I have collected 9 stamps. And for the 10th reservation, after the reservation was made, I received a confirmation email for the reservation and also a statement saying this night could be qualified for a collection stamp. But after the stay, they say indeed I do not qualify for this 10th collection stamp and the previous statement was a mistake of their computer system. Also they deny any responsibility for this mistake and so I cannot have a free redeemable night. Hotels.com is a SCAM! Do not book with them unless you want to be insulted.

Terrible customer service. Flight was delayed causing a delay to the hotel. I notified within 24 hours in advance. Called Hotels.com repeatedly but they said they couldn't change the reservation, only the hotel itself could. The hotel did after I contacted them directly, but Hotels.com still charged me for an first extra night. I have filed a BBB complaint for which they have not responded (almost 3 weeks now).

Shocking shocking service - please stay away - impossible to get in touch with anyone that can help - 5 calls through to India call centre and not able to it through to manager. Honestly shocking service.

I made a mistake when booking, and I'll admit that from the start. And it was a non-refundable reservation. So I called Hotels.com to see what they could do. After sitting on hold for a short amount of time, I was connected with an agent. She said if the hotel agreed to the cancellation and refund, they would too. She told me I needed to call the hotel, and in the meantime, she would send me an email. I should reply to the email with the name and position of the person who agreed to the refund.

Please be aware that if you purchase gift cards for someone as a gift, they can only enter one gift card number per trip. I was given four $50 gift cards and expected to use them on one stay as a combined $200 but was shocked when I found out that I needed to ask the person who gave them to me for the receipt in order to use them all. I was also shocked when I was hung up on by the customer service agent. When I tried the online help they directed me to an email address to help me. I emailed them but got no response. I would recommend not falling prey to their gift card scam they have going. It is more of an inconvenience for you and the person you are gifting.

I reserved 2 rooms several weeks ago, upon arrival at the hotel (Hilton) only one room was available. The Hilton charged me for an additional room at a higher rate. It was very difficult to reach Hotels.com for a refund, I could not do it online and had to call. The automated call system did not work well and would get stuck asking me for the same information over and over without transferring me to an operator. When I did speak with a Hotels.com representative they were able to process a refund for the lower rate of my booking, not the higher rate charged by the Hilton, a difference of $50. All of this is acceptable, however, now I have $70 of international phone fees because I was forced to call several times, my phone service is Verizon and should not be a problem.

I book and pay thru Hotels.com and Stay for one night at the Martinique, Curio by Hilton hotel in New York City. After my flight I arrived to the hotel front door to find that the hotel has been closed for major renovation for more than a year. I try to contact Hotels.com but their phone customer service is hard to work with and I could never spoke to a person. At that point I have to book another hotel to stay that night thru other website and pay for it. That night finally I could to speak to an agent that told me that someone from Hotels.com would contact me to get refund of what I paid to stay at the Martinique Hotel Curio by Hilton. Since that day no one has call from Hotels.com. I have try to get with someone online but the "Agents" only have provide me a fake email address to write my complaints. At this point I feel that I lose the money that I paid to stay at the Martinique Hotel, Curio by Hilton booked thru Hotels.com.

Call, paid for reservation at Best Western motel in VA. I live in NJ, get to motel on the 9/4/21. No reservation confirm with motel for Hotels.com. I contacted them they had me on hold for 20-30mins 3 times then hung up on me, saying confirmation is confirm. The motel never received confirmation 6 hours later. I had to change clothes a family party being I couldn’t get into reserved room. What a nightmare. Will never do business with Hotels.com ever again, was too far away from home for that. Their business suck so bad. You can’t say you wasn’t warn. If you use Hotel.com for reservation better have a back up plan.

Rewards program is terrible. Spent 10 days/nights in Chicago May 2021. Never received credit of one night toward stay in Vegas this November. Can't talk to anyone about it except some robot type device. I strongly recommend using another site. They promise but don't deliver. Lots of credible companies out there. Hotels.com isn't one of them as far as I'm concerned.

Prepaid for room in advance. On arrival, hotel said my room had not been paid for and the reservation was for 2 nights instead of one. I had to find another hotel because they would not honor prepaid reservation. Hotels.com refused to refund my money and stated there is a no refund policy. I never was able to check in so how is that nonrefundable. The clerk at desk even told me to go find a gas station to use bathroom. I will NEVER prepay through hotels.com again. This whole experience was horrible and I was 4 hours away from home.

Have repeatedly been told refund will be in our account within 24hrs, then told a week later another 72 hrs. We have been trying for over 18 months now. Have used Hotels.com extensively all over the world and within Australia. Booking for Morgan hotel in Dublin prior to Covid and cancelled months before travel. Morgan was also closed due to covid. Told Morgan would not refund money, then Morgan said Hotels.com had not paid them, then Hotels issued a voucher that could only be used in Ireland at the Morgan's. Subsequently Hotels said in writing a full refund would be issued (that was 8 months ago, still waiting). They use stalling tactics, hoping you give up. I tell every traveler I can, not to use Hotels.com or their parent Expedia. I am not chasing their money only mine!!! Total scum.

We booked our hotel through Hotels.com THREE MONTHS IN ADVANCE, and just minutes before checking in, we received notice that our reservation was cancelled. We had driven 6 hours from out of state to Las Vegas ON LABOR DAY WEEKEND. The hotels.com agent had no other options within miles of our destination. Instead, we drove two hours to St. George, Utah, arriving at 2:30 a.m. and then came home early from our trip. We missed our dinner reservation at Mandalay Bay because we were frantically driving around trying to find a hotel ON LABOR DAY WEEKEND.

I made a reservation to stay in October. In August, I realized I could no longer afford the trip, so I cancelled online. They refused to give any credit or refund. So, I called and asked to reinstate the stay, since I'd be charged $271 anyway. They refused. They had 6 weeks to rebook the room! How can they take my money and rent the room to another party? They care nothing about their customers. All I want is what I'm paying for. Stick with Airbnb, where there's an ounce of customer service.

I made a reservation with the option to "pay at the property" and received a confirmation email from Hotels.com after completing my reservation that I will not be charged anything today or until the day of my check-in. My card was still charged directly for the first night by the hotel! I understand that some hotels places a hold on the card used at the booking but it was not mentioned anywhere on the reservation page or agreed upon! I was frustrated on this unexpected charge.

Don’t trust what they show on website. Book a king suite but you will get dirty motel. I booked a hotel by properly reading the description (2 bedroom with kitchen). Later I found it was dirty motel with no kitchen. I even tried to cancel the booking immediately as soon as I found that it is motel.. I was on call with customer service for over 1 hour multiple time..No resolution..I had to keep the booking of motel (paid the rate of 3 star hotel for dirty motel room in remote location). Worst website and customer service. I will never book any hotel with them. Before booking please make sure you cross check the hotel description/review other places too.

This company needs to be audited for unfair business practices and false advertising. Even after you pay for insurance to protect your booking to allow cancelation they do everything in their power to prevent you from cancelling and do not refund you a dime. They force you to call them so they can hang up on you, use a poor phone line excuse to frustrate and tell you the place you are staying does not allow cancelations. Also they impose an undisclosed time for late cancelation so they get out of refunding you. However the insurance says you are 100% covered. SCAM SCAM SCAM. Do not use this company for your bookings.

I accidentally made a mistake and pressed the wrong date on the reservation. I called immediately after 2 minutes and they did not let me cancel it. I had to pay 115 more plus the first 65 they charged me! I tried canceling the 115 reservation that they made for me and I couldn’t cancel that one either!! That is crazy! And then the lady at the front desk said why did they do that, they usually call me to change the date no problem! It’s a scam!! I’ve used Hotels.com like 4-5 times but this is it! No more!!

Made a reservation for 3 bedrooms but one was cancelled vía chat but then no refund!!! So I disputed the amount with my credit card company and they are wanting me to sign a document that says I agreed to pay the price of 3 bedrooms but will only get 2 as they cannot reverse the cancellation because the hotel would not make the refund. I called the hotel and they said that they do not get paid until 60 days after our stay at the hotel... so, Hotels.com, now, Expedia is lying or just not willing to refund or reinstate this reservation and are threatening on cancelling the other two rooms without a refund if I do not sign the document that says I agree on playing for 3 while getting only 2 bedrooms... Terrible customer service and marketing scam on flexible refunds!!! It's all my fault but will never ever use them again nor recommend to anyone!!! Worst policies and people...

I canceled my reservation but they forgot to refund some fees. A customer service had no ideas what to do, put me on hold for 40 minutes and then hung up. I called back several times but the line was busy. Worst customer service ever.

Booked room on Hotels.com. Arrived at hotel on booking date, hotel had no record for that date. Talked to Hotels.com. Either lose $170 booking to change date or pay additional $53 to change, scam, scam!

Hotels.com advertises that they have free cancellations, but that isn't true. Even if you just book and a mistake was made in the booking, they claim to call the hotel to get permission to cancel, but you will get charged a one night hotel fee. That isn't free. I don't think I'll be using them again.

They say that they are not responsible for whatever happens when there is an issue between what is advertised on Hotels.com and actually present in the hotel. Really bad customer service and support team. Stay away from this site and Expedia.

Stay was booked with Hotels.com- one night was canceled- no refund - only a $38 cancelation fee added-another night was added and charged- but hotel was not notified- so the hotel charged again- now I have been charged 3 times for one night's stay plus a cancellation fee- no refunds for extra charges- hotels.com has referred it to their review department- this is twice I have had problems- if I could give them zero stars I would-They now have enough approximately $300.00 from me with no service provided.

Unresponsive to customers and hotels they work with. Cannot get answers or a refund on funds charged for a booking that got cancelled. Requested for the issue to be escalated. There is no manager to be transferred to. They promise for a manager to contact you within 3 hours or 72 hours. No one calls.

I booked a hotel room on Hotels.com, but after booking the property sent me an email (through the Hotels.com website) that they were fully booked and could not provide a room. Despite this I was charged 300 euro by Hotels.com for "cancelling". Emails and phone calls and still no refund more than 3 weeks later.

The hotel we booked on their site went out of business months ago so I was stuck in another country with no place sleep. I asked for a refund and they gave me the run around and refused to refund the money. I don't understand how they can list a hotel that isn't even there anymore. Biggest scam ever. Save your money and book directly.

Hotels.com is such a scam. They use third party for all their bookings and customer service. I had to change a date and got transferred from Hotels.com to "The Escalations Dept" aka GetARoom.com to Expedia.com, then had to call the hotel to get a manager approval, then back to Expedia, who transferred me to Hotels.com "Reservation Services" and they were just about to change it with a refund, and the call "accidentally" cut out. This happened 2 days in a row. They just want to keep your money. DISGUSTING and WRONG on every level imaginable. Book Direct.

I have been using Hotels.com for a very long time and I am a gold member for more than 10 years now. I faced a problem with one of my bookings, and was double charged. The customer service was totally unresponsive, did not care about their customer and did nothing. They accepted that I should be reimbursed, but send me an email and mentioned that I was misunderstood although I had their email. I will cash out my points and will never use them again.

In December 2020 I booked at the Palazzo Lakeside Kissimmee hotel through Hotels.com, the reservation included Free Cancellation until January 2021 and Payment on Site. The hotel decided to make an advance charge of $705 (which was more money than what was booked). I initiated the dispute in December 2020 for the refund, Hotels.com told me that a refund had been approved and that I should wait 12 weeks to receive the payment, in that period the opportunity to dispute through the bank was lost.

I tried using Hotels.com for several bookings. After facing an issue with the site over an overpriced booking extension I called customer service and asked them to correct it and at least give me the rewards nights. The hotels.com agent not only didn't bother to fix it or compensate me but also made me wait on the phone for 20 minutes. They don't care about their customers, only the money. Booking.com is much better and far more professional.

I had been using Hotels.com for years and recently received the email stating that I redeemed a free night, I went back to the site to book my free night stay in my rewards have been changed to nine stamps instead of 10. I contacted hotels.com and present them with proof and I still been at nine stamps after all of that. Customers trust them as a business but they are not a Honest business they will take your money and never listen to your complaints or concerns.

Booked with hotels.com to visit my son for his graduation from Marine Corp basic training. We drove 12 hours down to SC and checked into our room. We went inside and immediately walked out. The room reeked of cigarettes, there were bugs splattered on the walls, the comforters had cigarette holes on them and the bathroom was disgusting with mold in it. I called customer service that night to request a refund and I was told they would email me in 24 hours. But I didn't receive an email so I called again.

Normally I have had many good experience is with this company but lately the business model has changed. First of all you can no longer get a live customer service rep unless you wait for hours. Secondly they are more than willing to lie to keep your money.. I had a prepaid reservation at the Four Points Sheraton in Cleveland Ohio. The company has a new policy where they do not take certain credit cards and they don't take my.

Sam, the service rep, told me the manager was unavailable and couldn’t speak with me and would email me. I asked what he was doing. She indicated that he was helping other customers, I requested to wait, she had me on hold for 25 minutes and then hung up. It might be ok, if it hadn’t been the second occurrence in less than an hour. I will never use this service again. Beware. I couldn’t even call, Sam a customer service rep, because Hotels.com clearly does not care about customers. In the past one hour and 40 minutes, I’ve been given 4 different numbers by service reps to reach hotels.com only to be connected with Expedia. I didn’t know they were affiliated. I won’t be using them either.

I tried to cancel a stay at a hotel because the facility was filthy and looked nothing at all like the pictures on Hotels.com. Bear in mind I have stayed at many LaQuintas and was very satisfied. I was told by the hotel to cancel with Hotels.com and they (Hotels.com) would contact them (LaQuinta). When I called Hotels.com they said the hotel has to contact them. This went back and forth. I was then told I would be contacted by someone at Hotels.com. Nothing. When I called they had no record of the conversation. I asked to speak with a manager and the rep would NOT let me speak with a mgr. When I politely insisted she hung up on me. The 4th time I called back they again said the refund is in review. (2 weeks from the stay) I still have NEVER heard from them not even confirming the conversation or review. I just want a refund. Is that too hard. I have been using this site for at least 10 years.

We reserved a room at an Extended Stay in Rio Rancho, NM, with a king size bed, and a pool, for 6/30 - 7/5/2021. When we arrived, it had neither. The pool had been drained, and our king size bed had been given to someone else. After 1.5 months we were able to get refunded for 2 nights. Still fighting with them as of 8/9/2021. They're telling us that Extended Stay needs to refund the money. However, we gave our money to Hotels.com, so I believe it is Hotels.com that needs to make this right, regardless of what Extended Stay agrees to. On the other hand, I wouldn't recommend that Extended Stay either.

We, my wife and I booked a hotel in Houston Texas at the OYO townhouse on Airport north for July the 16th thru 18th. When we arrived the hotel was in the middle of shut down due to bed bugs, roaches, the swimming pool was black and green, elevators not working, no TV's in the rooms, rest rooms blocked off, ac units not working properly and windows busted out. The hotel receptionist asked if you wanted to cancel and we did and the hotel receptionist was on the phone with hotels.com and Priceline and other companies that potential customers booked reservations with and said that refund will be in order and will be returned to you. My son-in-law went through the hotel themselves and booked a wrong but he was refunded within 48 hours.

False advertising of Oyo townhouse Houston TX airport north. The hotel was under violation codes, black pool, no working elevator for the disabled, refuses to refund money. Oyo manager clearly states on video and phone recordings they were refunding my 135.10. My son received his in 48 hours. I've been getting run around with Hotels.com. On recorded line 6 customer service said my money would be refunded. This happened on July 16th 2021. We never got to check in. Hotel manager told my family they had bed bugs, no tvs or beds, also pool was black, no working elevator for the disabled. Hotel.com has scammed the disabled. I will contact B.B.B and have them investigate photos and recorded Conversation with hotel Oyo and with hotel.com customers recordings on my cell phone and photos.

I made an international reservation that was cancelled due to a COVID border closure. The hotel had given me approval to rebook a new reservation, using the old reservation as a credit. I have this in writing. Hotels.com will not honor this credit. They have told me four times that a supervisor would call me and they have lied to me about it each time. I was attempted to be bribed to get off the phone the last time by being offered a $50 credit on my next reservation. I refused because I do not want to be bought off and I am never using Hotels.com, Expedia, etc. again (they are all owned by the same company). I am just waiting out the customer service rep because I know she can't help anyone else while I'm on the phone. I have spent many hours on this issue and it's been nothing but a waste of my time. I know this review is somewhat pointless because everyone is aware how of bad the customer service is on these sites.

Service has been 5 star for nearly 10 years until today. I mistakenly canceled a pre-paid non-refundable booking, when I simply wanted to move the booking forward one day, due to changed work schedule. I attempted to utilize online chat session to resolution, due to an announced 2 hour wait, for a live phone agent. I was told by chat agent that Hotels.com would not do anything. Basically, communicating to me that Hotels.com had a new business model. "Cancel and we keep all your money, including the executed reward certificate"

I tried for three weeks to get a refund for a cancelled booking. The hotel assured me from the start that they would not charge my card. Hotels.com, however, did charge my card and would not release the money back to me until they verified with the hotel that the booking was indeed cancelled. Sounds simple enough, right? Every time I called hotels.com, I got a different agent, who would assure me that they were following up on the matter. They actually told me that I would have to contact the hotel to get the manager's name. Why am I having to do their job? This is a ridiculous way to do business!

A customer service rep literally did not know Hotels.com policies and continued to tell me, the paying customer, where to look in the policy. Then, they told me I need to contact an entirely different company to resolve my issue. Over the course of an hour, I asked for a manager 12 (TWELVE) times and was never connected with a manager. The customer service rep would leave me sitting and waiting for 10 minutes at a time. I honestly felt like the person was just hoping I'd hang up. Now, I completely understand one of many reasons my husband urged me repeatedly to book direct with the hotels.

I book hotel through Hotels.com with free cancellation and cancel my booking before deadline and customer service said, "We will not charge anything." But they charge 90 dollars and called many times but they did not return yet. BE CAREFUL FUTURE CUSTOMERS. YOU WILL MAY LOSE YOUR MONEY LIKE ME.

We paid Hotels.com for a room at Best Western Hotel in Greenville, AL but on check-in we were told that Hotel.com didn't pay the hotel for our room. After an hour of calling and trying to talk to someone we finally paid Best Western for another room. The room Hotels.com had reserved for us was a smoking room, which been non smokers we didn't request. After returning from vacation we tried to get a refund of $172.00 from Hotels.com but was unsuccessful. This is the second time we have had trouble with Hotels.com. Save yourself some trouble and do not do business with Hotels.com!

I booked a hotel through Hotels.com on June 18, 2021. Upon arrival to the hotel, I discovered bed bugs and immediately reported it to management and asked for a refund. The manager was mortified, and said that he would refunded hotels.com and then hotels.com will refund me. Today is July 29th... and I have contacted hotels.com about 8 or 9 times asking about the status of my refund. They claim my email and cell phone # that is on my hotel email reservation doesn't match their records, so they cant help. I have asked every time to speak to a manager, and they tell me that I can not be transferred, but someone will call within 24 hours.

I called customer service three times, with a long wait each time to get to speak to an agent. Once I did get to talk to them, once I was disconnected mid call. The other times, I was told to email supporting information, which I did. The response I received, 10 days later, was that they couldn't help me and I should call the hotel. Well, I booked thru Hotels.com, so they should be the one to live up to what they promise me. I can't get a response, and I'm frustrated.

I recently join Hotels.com and thought the deals were pretty good. I recently retired and decided to take short getaways. Travel to Blue Ash in Cincinnati in July 2021 and stayed at the Hyatt Hotel. Book for four days, and air conditioning unit was literally about foot or so next to the bed. Fan control didn't work and it was stuck on high. To quickly summarize, it made me sick and my sinuses drove me crazy. They change my room and the tv cable program didn't work in that room. The next I check out and went home. Call CS at Hotels.com and ask for a two day refund. They told me no refund will be issued because of something in the terms. I wasn't trying to steal from them, just expected honest service, yeah right, $250 lost. Be wary of their service practice, lesson learned for me. They will never get my business again.

I booked a hotel room at Knights Inn -- Hurricane Mills, TN on Hotels.com -- I was planning a full trip and just needed a clean hotel for one night, trying to find something that was hassle free and inexpensive. Well, after opening the door to the room the foul odor hit us in the face that took our breath away. Secondly, there were a group of men in the parking lot, singing, drinking and smoking marijuana with a loud portable CD player and a blue strobe light. I ask the office manager if she could ask them to stop because they also had barefoot children running around in the parking lot. She refused. I told her that I would not be able to sleep. She told me that Hotels.com would refund my purchase price. They did not and kept my money. The rewards points on the website expired so quickly even during the pandemic. Don't waste your time and money. Horrible experience.

Avoid using Hotels.com and Expedia. They are greedy companies with disappointing cancellation policies. Avoid at all costs!!! They do not have their customer's best interests in mind. I do not believe they will stay in business long when others provide much better service. I spent over $200 dollars even though I had to cancel my reservation. They did not want to give me a refund nor a credit for a future reservation. Avoid at all costs. Greedy and terrible customer service. Be warned and go somewhere else.

I booked a hotel through Hotels.com. I stated specifically that I wanted a non-smokers room. When I arrived at the hotel, they told me they only had smokers rooms, and naturally the room and the hallways reeked of cigarette smoke. I tried to change rooms at the front desk but they said it was not possible even though the place was half-empty. I called Hotels.com and I was told my waiting time to connect to an agent was TWO HOURS. Their website does not list any contact emails and instead has a "virtual" assistant that is useless. I tried contacting them via a Twitter DM. I got a response seven days later, essentially a copy/pasted message saying they had tried to contact the hotel but had been unable to do so.

I booked a room through Hotels.com and the hotel owner called me a ** when I told him the room was dirty. Hotels.com could care less. This is unacceptable. I will try a different service to book hotels in the future.

My daughter, granddaughter and children were visiting and booked a room on the Hotels.com website on June 6, 2021 @ Zen Living Suites Extended Stay Jacksonville- Orange Park. The area leading up to the room was horrendous and reeked of urine smell and trash strewn all around the walkway and stairs. We went immediately back to front office stating we did not want the room due to the unsanitary and dirty area. Front Desk Clerk stated she should have let us see room prior to making our payment. In which I used my debit card for the night's payment. We within (10 minutes) of being on the premises I requested my refund. I would not allow my family to stay in those conditions. The front desk clerk stated she would do it immediately and all monies would be returned to my account. My daughter made the initial contact for request of refund because she booked room. She was told the process could take 24-48 hours to be completed.

The CEO does not care about his customers! If you have a problem or are trying to get your refund forget about it. The live chat link does not work. The local number (917) 421-7241 does not work, the prompts do not work. The wait time for the 888 number is always way over 20 minutes. When you eventually get hold of someone, the call is dropped after they make you wait even longer. This is with no cancellation fee! Multiple attempts at calling with absolutely NO resolution of even ability to resolve. Disgusting. They also do not care about bad reviews. I also see there is only a fax number where you can contact the CEO. Who even uses fax anymore?

This company just keeps getting worse, which is probably why they don't post an E-mail address for complaints. Their overseas "customer support" is a joke. It's nothing but untrained receptionists that you can barely understand who can never help with anything. They always take a message but no one ever gets back to you, even if the matter is urgent. Most recent examples:

Made reservations through Hotels.com and our reservation was cancelled 2 hrs before checking in. Called them for my refund only to be put on hold for hours. Finally had to go through my bank to dispute the charge to get my money back. Never use Hotels.com, it's a scam. They are very unprofessional.

Had to try to get a refund from a trip cause my son torn MCL and they made me cancel on their website so I wasn’t able to collect those nights. Then made me call the hotel to request refund. Got approval from hotel then 10 days later was emailed saying my refund was not able to be given. This company gives you the run around giving you hope just to tell you what was already decided when you booked. I have used Hotels for at least 5 years. Never again!!

This is a horrible service. My booking at a hotel was "guaranteed" but when I arrived at the hotel 3 days ago (July 17th) and I was told by the hotel that Hotels.com overbooked and the room was not available. I called Customer service for a refund and was put on hold for more than 30 minutes and then transferred to another representative who put me on hold for another 30 minutes until my phone battery died. I had to drive five hours back to my home. I called the next day and the same thing happened. Three days later, I called Customer Service again and am still on hold. Hotels.com, shame on you. I will never use your horrible service again. I will also report to Better Business Bureau.

I have been a loyal customer for 10 years and recently I booked a hotel room out silver spring for $200 but my girlfriend got sick and could not make it so I called before check in trying to cancel my stay and get a full refund. So I contacted both Hotels.com and the hotel and got the run around. Hotels.com acted very unprofessional in handling this matter. When I looked at my bank statement it said that hotels.com took the money off my card. They took my money.

Scam. “Free” night stay after 10 stays scam. Charge double other places once reach points. Can apply for $ diff back if more expensive. Yeah right. Who would try at that? N fail! I promise you will. Awful. They provide pricing that’s comparable, until you reached close up your points. Then they screw you.

Through Hotels.Com on July 14th I purchased a non refundable room with the TRU Hilton in Lehi UT. Arriving at the hotel I presented my Hotel.Com reservation number and was told that they did not have it and I needed to contact Hotels.Com. I tried for two hours and was only able to contact a Hotel.com agent that would write a report but could not fix my current situation. I ended up buying my own room directly through the hotel so essentially had to pay twice. I've spent hours on the phone with Hotels.Com with no resolution.

If you're new to the site, for God sake DO NOT misplace your itinerary number. If you only have 1 car seat, because you have 1 Child only, strap that number into the car, and your baby is better off taking chances in front passenger. Without it you can't bypass phone or online bot in order to speak with an agent. My problem was simple, I simply wanted to know why my room was cancelled and funds refunded to my card, leaving my fiance unable to get a room as I was in a symposium all day. She had to wait 4 hrs.

If you want to get to the hotel and expect a smooth check-in...FORGET IT! I travel a lot and only when using Hotels.com do I ALWAYS have an issue. Either you have money to pay twice or stay on hold for hours attempting to reach an agent as it's an issue with your reservation. Not only has it happened once but twice. Then to dispute it's a long process and be prepared to wait hours for an agent. I am definitely going back to Hotwire. Customer service always great and my check-in is a breeze.

Hotels.com assured me that they would refund me for my cancellation. When I called to check on the status, they couldn't locate any of my information. The agent from Asia was difficult to understand and could not answer any of my questions nor could she forward me to anyone who would be able to find my claim. I called twice and both times the agent said that they would send my request to their specialist, but couldn't give me any confirmation of the process. I still have not received any emails from them, even though the agent confirmed my email and said that she sent it twice. I will never use Hotels.com again.

Charged me an extra $500 for wanting to upgrade my room (this was on top of the extra cost to upgraded the room). I was assured the money would be refunded by a Hotels.com customer service rep before upgrading, but what do you know, it was never refunded. Have had multiple issues with bookings. I used to use them for my company but no longer will. Their customer service center is also just a call center in Asia and it took them 6 hours to return my call. Management nowhere to be seen and no company emails available for "customers". Have resorted to reaching out to employees on LinkedIn... Another trash internet company whose stock will die out with this type of management. Be advised. Just save money by booking through the actual hotel. If you give them a call they can usually give you a price below what this trash company has it listed for on their website (that's how they make money, by stealing from you).

Booked a hotel stay with a hotels.com $300 gift certificate. Upon arrival, the hotel had no record of the credit and we had to pay full price. Dealing with hotels.com customer service has been a nightmare. Do not use hotels.com.

I stayed at a terrible unlicensed illegal guest house in Copenhagen, "Sleep & Go Copenhagen" and the reviews on Google are honest and represent the property, whereas the reviews on uk.hotels.com are positive, which is highly misleading people into thinking it's a reputable place to stay. e.g. on Google maps: "Sleep & Go Copenhagen: Don't even think about booking here. Book s hostel in the city - it would be much better. When I got here, the room I stayed in wasn't even clean and the bathroom was a mess. It isn't private either - you can hear almost everything that's happening in the house. The house is very damp. Honestly it's not a nice place to stay."

NEVER USE HOTELS.COM. I used many times Booking.com and Priceline and never had any issues with refunds, even if they are not refundable. I never had a negative experience with booking a hotel. But first time I tried to use Hotels.com website to book a room in a luxurious hotel. They stated it is not refundable by the hotel’s terms and condition. I agreed because I wanted to go to the place with kids. After I received a confirmation I checked the dates I selected and they were wrong. My kids still had school. I called the hotel directly and spoke with a supervisor. She said I’m ok and would get a full refund but I need to get in touch with hotels.com. I did. They declined to refund saying that the supervisor decided to stick with no refundable payment. I called the hotel to double check and WHAT A SURPRISE! Hotels.com never contacted with the hotel.

6/23/21 - ** online, prepaid reservation booked to a sold out hotel. Had to pay for a hotel next to the Wyndham Wingate in Auburn, ID ($40+ more than my confirmed price thru Hotels.com). Hotels.com refused to refund my payment. Impossible to solicit customer service. 20-30 minute hold time for each call. Then, a series of transfers & disconnected calls. Terrible customer service! CRIMINAL!!!!

I bought a hotel booking and canceled it on the same day. There was no cancellation fee as advertised. They are holding my money $1047.98 for over a month. Customer service refused to return my money until they receive a refund from the hotel.

I have been either a gold or silver member for eight years, and up until last year, would have rated Hotels.com highly. I booked a trip to Italy pre Covid. I got all of my money back except for $990.00 held by Hotels.com. They gave me a voucher and fifteen months to utilize it. I am now rebooking the trip to Italy. I have spent over eight hours, and have talked to thirteen different people, including a supervisor in trying to use the voucher, but to no avail. The last draw took place yesterday; as the day before a kind service rep felt bad for my plight and said that he would book the hotel for me, using my voucher.

I was sitting in front hotel on a Friday night and made reservation upon entering lobby realize that they change the date to the next day. Tried calling several of times and they kept asking for an itinerary number which I later found out was the confirmation number. Another way to deceive. Long story short I ended up paying for a room that I did not stay in and customer service is awful like they don't know anything. Llike they are working from a script.

We booked 3 nights through Hotels.com. But the hotel we booked turned out very dirty. It had red stains and found bed bugs on the bed, so asked for room to be changed twice but still same problems, so we checked out that night. We then called hotels.com five different times. None of the agents were able to resolved the issues. And each call, we had to wait for at least 30 minutes to speak to agent. We are still unable to get refund or compensation back.

I booked a room online thru Hotels.com. It was a guaranteed booking and the money was taken off my card instantly. I arrived at the hotel in less than an hour of making the booking. I was told they had no rooms and could do nothing to get me my deposit back. It's been 5 days and no one from hotels.com has done anything to rectify it.

Over 3 years I've used this website to to purchase hotels hotels and never got the rewards from any of my 20 nights of stay and I called 4 times to get my rewards and They never came through me. But they always told me they will put me in the rewards program.