Hotels.com Reviews

I used Hotels.com to book a resort in a pinch after our flight was cancelled due to Elsa storm. Reviews of resort were very good, upon arrival it became clear the reviews were not accurate. Resort was disgusting, filthy gross, ok we chose it we dealt with it. To add insult to injury days after returning home we receive an email from Hotels.com saying our review was published, showing with gave clean bag motel 8/10 and we were verified reviewers. This is a lie, we never posted that, never posted review or anything, they make up a falsify reviews! Fraud company, beware.

We flew all day to get here at 12:00 AM. We booked through Hotels.com and had the reservation email and it was correct saying the price is guaranteed. When we got here exhausted she told us we didn't have a reservation. We checked again and she said she couldn't find anything. She then said the only thing available was a suite which was $100 more for the two nights we were staying. We asked her if she could price match since we obviously had a reservation and now it's gone. She just said no and wasn't helpful or empathetic at all. We didn't have a car yet so we couldn't go to another hotel so we just paid for the room. She told us in the morning we could talk to the manager. We had to leave before the manager got there so we called three times and got voicemail each time.

We booked a 3 night stay through Hotels.com into a filthy hotel infested with bugs. Once we checked in and saw the bugs, we called hotels.com and was told since the hotel office was closed, we had to stay for the night and then they would issue a refund and relocation the next day after they could confirm with the hotel that we checked out. We thought, ok cool. The next day, we checked out early and the hotel said they issued a refund since we were not happy. We called hotels.com and was told they needed to verify we checked out and then we could get our refund in 1-2 hours, the CSR called the hotel and verified everything. Was told would take 1-2 hours. After 4 hours, we called back because we hadn't received the email confirming the refund so we could get another hotel.

Reserved a room at AmericInn in Des Moines Iowa for my daughter and son-in-law. I reserved a single room only to find out that it was a queen size bed. My daughter said she thought it was more like a full size bed. I assumed when you reserved a single room that it was standard to be a king size bed which she needed because she had recently had knee surgery and needed the extra room.

I was using Hotels.com to book rooms for our 11-day cross-country vacation. We traveled 4800 miles in that time, and stayed in hotels from Alabama to California. For the first week, everything was fine. But we booked a room at the Tuscany in Las Vegas -- which Hotels.com merrily charged my card for. When we arrived, the hotel refused to let us check in without a major credit card, despite their service dept telling me they would with a $150 deposit. We were literally left without anywhere to stay. Since, I've tried contacting Hotels.com every way I know how to -- chat, email, phone, social media... nothing. They took my money, refused me the services I paid for, and now won't even correspond with me. Obviously, I won't be using them again -- and to avoid a similar, very uncomfortable and costly mistake, I'm recommending others don't either. Happy travels, y'all.

No they do not redeem nights at Hotels.com and they 90% of the time do not answer or accommodate their text customer service. This needs to be looked into, this is false advertising as they state to just click and it will be applied at check out!

I use Hotels.com from time to time but have been using Travelocity more lately. I always get the insurance with all the companies and never use it but better safe than sorry. So I thought, till today when the plane was delayed due to mechanical issues putting us a day behind. I quickly called hotels.com to cancel the day since I had insurance and they said, slow down. I said we will be there for 8 nights and would like to check in a day later and add the extra day to the end of our stay. The rep told me you can't just cancel one day. We can only cancel the whole stay. I was so irritated I said, "Well let's cancel the whole thing. I will find another hotel or stay with family." Then the rep said, "Well you might not want to cancel it till you read the small print." Hotels.com does not own the insurance part. He said that I would more than likely lose out on the whole stay. Buyers beware!! This is a very shady move and travelocity would never do this!

Telephone.(( This is the worst place to book a room with! They are very unprofessional when it comes to giving your money back no matter how much money you’ve spent with them, members perks don’t mean a thing! My name is Madlyn ** and I’ve spent over $1300 in hotels stays, they booked me a roach infested establishment June 28th - and on top of that I won’t be able to get a refund until the end of July! DON’T WASTE YOUR TIME WITH THIS COMPANY.))))

I was on my way home from Atlantic City and wanted to stay overnight near Penn's caves near State College, Pennsylvania. My daughter booked us a hotel through Hotels.com, but I put it on my credit card. The next day we got to our hotel and found she had made a date error. Luckily, the hotel still had rooms for us. Anyway, Hotels.com would not give us credit back for the booking that was in error. Which I would understand except that the website changes the dates you enter when you start looking at different hotels. And because it was the very next day that they were notified. I think they should have given us a credit at the very least. I will not do business with them again.

Tried to contact due to an emergency and needing cancellation. Recording said to do this online which online agent aka bot said I had to call back. Call back and wait time was over 3 hours. Ridiculous. Doesn't care about customers.

I called Hotels.com to cancel a hotel booking due to forest fires and travel restrictions. The agent told me NOT to cancel in the app and that she would handle on her end. This prevented an auto refund for the second night. 7 days later I get and email that the hotel declined to refund!! Of course not, because I didn't go so they never got paid!! 6+ hours later and days of waiting for follow up they still have my $405 and keep saying the hotel declined to refund. They don't have the money either because I never stayed there! Alaya, the first agent lied to me and stole my money!

Been a member since 2016 but have had so many problems that I am finally giving up. Will use a different service. Their rewards program only works about 60% of the time. They never fix problems. If you need help it takes hours. And worst of all their prices are not as good for members as they are for guests. Run parallel search tests and the non-member search got a better price. So they much upcharge to cover the member remain cost. Stay away. Bad service and really bad experience.

I made a reservation for a room (with cancellation insurance) through Hotels.com. Minutes after making the reservation, I cancelled the room and then later rebooked a room with the same hotel and the same date. Hotels.com charged me for both the cancelled reservation and the reservation that we actually used. When I called Hotels.com to ask for a refund, they first said there was nothing they could do. Eventually, they said they would contact the hotel to confirm that we did not use both reservations.

They sold us a hotel that did not accept reservations. When we got to the hotel they had a sign posted saying they do not accept online reservations. They had not accepted them since 1/9/2021 which is almost 7 months ago and yet Hotels.com still booked the hotel and made us pay for it. Then when we contacted Hotels.com, they told us they could not authorize a refund or find us a new room until they get ahold of the hotel. They said they tried calling the hotel but the hotel's line had been disconnected. They then proceeded to tell me that in order to get a refund for the hotel room that I would need approval from the hotel. They could not get ahold of the hotel so they tried to make me do their job for them and still refused to give us a refund. They scammed us out of our money and still have done nothing to fix it.

We recently booked a room through Hotels.com for what was initially suppose to be a 4 night stay. We arrived at the hotel very late after a 10 hour drive exhausted and with a cranky toddler. At first appearance the place seemed average, however, upon entering our room as I began to wipe down surfaces with sanitizing wipes (which I always do) I noticed the large amount of debris and dust I was picking up. Moreover, this room was advertised as a smoke free room but smelled strongly of cigarette smoke. I also quickly realized the stains and grime on the walls and carpet. There was hair and debris on the bathroom floor and worst of all the shower was filthy. There was a yellow and brown stain around the toilet base. The stress of trying to make the room somewhat sanitary but also get my two year old to bed was overwhelming and in the least a MASSIVE INCONVENIENCE.

I made sure to read all the terms and conditions when it came to their price match guarantee, made sure to follow all the correct guidelines, was told I wouldn't even be notified for 48 hours whether or not I'd be eligible for a price match, after insisting you have to make the reservation first with them. After not receiving an email after 24 hours, it was getting close to the cut off time for me to cancel my reservation for a full refund, and even then trying to cancel my reservation proved to be the most difficult. It kept telling me it couldn't find my confirmation number, and I couldn't reach a live agent whatsoever.

I have used Hotels.com for 10 years and in fact have booked 100's of rooms for my whole company strictly through them. Recently due to them I was left stranded at midnight in a small town in Oklahoma and not allowed by a hotel to check in because hotels.com didn't send them the reservation I paid for. I have tried to get a refund for 5 days now. I have called every day. In fact they didn't even make a "ticket" about this the first two day/times I called. About to take my $250k a year elsewhere. Truly horrible service and treatment for your loyal customers. Shame on you.

March 2020 COVID. My flight got cancelled to Argentina. Months now run around for the refund. All incompetent reps don't understand English. They promise you a Supervisor will call and never do. Hours on the phone and nothing gets done. Four weeks ago I sent a letter to Corporate still nothing. Will never use Hotels.com. This has been a nightmare.

Booked a room in Colorado on Hotels.com...Got to the hotel and the clerk took my credit card and my dad's credit card to charge for 2 rooms...Ended up they charged my card double and didn't charge my dad's card...Called them, said they would get back to me...Instead of crediting back my card they said that my dad's card never got charged and they weren't going to refund his card...That isn't what happened at all you idiots...Will never use hotels.com again...

I used Hotels.com in the past without problems. This year I booked a hotel through hotels.com again and later I needed some information about my booking because hotel I booked provided different from hotels.com information. First time I called Hotels.com's customer support I was waiting for almost 40 minutes to speak to a live agent. Live agent never answered and I hung up. Next time I called I was told that waiting time would be at least 1 hour. I did not want to be on hold that long.

Whatever you do, don't book your hotels through third-party vendors such as Hotels or Expedia.com. I had booked a hotel through Hotels.com. I arrived at the hotel and when I got there they stated that that room was no longer available. They stated that they only had a single queen, even though I had booked a double queen. I stated that I had four people with me and that would not work. They stated that they had no other rooms available. I then asked if I would be charged for this even though I would not be staying at the hotel.

I booked two stays at a hotel within minutes of each for visits on two different dates. The system could not handle it, and both reservations came to me on the same dates! In trying to resolve the issue, I was on hold for 1 hour and 40 minutes; someone finally picked up but immediately hung up!!! Later, when I finally got connected, the person trying to help me put me on hold but then hung up. A third call resulted in connecting with Hana, the rep. She was a huge help! She got the incorrect reservation canceled at no charge. This came after over an hour on the phone, but Hana stayed in touch with me every few minutes to let me know she was working on this. She got the erroneous reservation canceled for free! Thank you, Hana! My ranking is because of the inefficiency of the company to handle my issue.

I booked via Hotels.com for vacation house that cost 215 dollars a night, wind up to be charged 1014 dollars. Tried to reach Hotels.com within 4 hours, after receiving call at 2 am while seeing my horror dream. No explanation what kind of fee was charge, till received email from VRBO/HOME AWAY, that charge me also for nobody knows what service. On the phone talking to Daniel from VRBO /HOME AWAY he explained that whenever I will book from Orbits, Expedia, Hotels.com I will have to pay for everybody, and he referred to call back to Hotels.com Waiting time on the phone to reach someone From Hotels.com is approximately 6-8 hours.. Also received email from Evolvo rental house, so everyone had their own piece for service. Good luck to official scam.

We booked a room, due to covid the Hotel and access to the country was shut down. Hotels.com refused to extend the refund. Unethical business practices, selling and charging us for a room and hotel experience that wasn't available.

Hotels.com is supposed to be a part of expedia.com, however, it is a horrible company. The hotels I have has the misfortune of booking through them have been all but jail cells. Be very leary of the pictures posted as well because when you get there neither the inside nor the outside looks the same. I booked a Wyndham, what a ** it was. The spreads were stained and had small rips and tears in them, the sheets were stained with I don't know what, and even the curtains had small rips in them. The entire hotel smelled like a giant ash tray, there were wires hanging from the air conditioner...need I go on? And to top it off they won't give me my money back, Wyndham told me Hotels.com had to refund me and Hotels.com told me Wyndham was responsible for refunds! I'm out of almost $400 from 2 separate bookings all because I trusted EXPEDIA!

I needed help from customer service as I had mistakenly canceled the wrong reservation. Their website and both responses on the FAQ were absolutely useless. It took 6 and 1/2 hours to get through to Hotels.com. I was then told that there was nothing they could do to help me, they could not resubmit/reactivate/reinstate my canceled reservation and they would not refund my $678 for two nights. They advised me that only the hotel chain could help me. And then the phone went dead! Hilton advised me that that was not true, and were extremely helpful in resolving my situation. Hilton went above and beyond and bent over backwards to help me AND gave me a much better rate. I will never go through hotels.com again. Beware!!! Beware!!!

I’ve never in my 42 year lifespan ever had such horrible customer service. I spent 5 hours and multiple phone calls trying to get a reservation that was messed up fixed. From the CS rep not being able to get ahold of the hotel I stayed at to not being able to get transferred to a supervisor it was the single worst customer service mishap of my life. I reserved a room and the hotel never got my reservation. After spending 2 hours trying to get it fixed and being the last room at the hotel I ended up paying for the room again with hopes of getting a refund when it got resolved. Not a big deal but when the cs rep couldn’t confirm I paid for the room a second time they said there was nothing they could do but refer to account management and a possible 10 day wait to see if it was resolved.

Three days before our trip we noticed a refund from Hotels.com that was the cost of our hotel. I called the hotel and was told we did not have a reservation. I was told that hotels.com/Expedia cancelled room reservations because they had overbooked rooms. No other rooms were available. Spent over an hour on the phone with two different people working for hotels.com/Expedia. They at first said that the cancellation was through my app which I said was absolutely not true. I let them know I spoke with the hotel and they then did not continue with that comment but later in the conversation with the first person stated that the hotel cancelled the reservation (which was also untrue).

I've been calling repeatedly (more than 10 times) in the past 3 to 4 months and I keep on getting the run around and no solution from your customer service personnel and staff. I've been trying repeatedly to book a resort using the credit $2120 that I have on file with your corporate office in Hotels.com, with no success. I have emails, screen shots, and text messages of transactions and communications between hotels.com and myself. (my Case #: **).

BEWARE! This hotel has bed bugs! On June 18, 2021, my friend and I booked a one night stay at the Days Inn Orlando near Millenia through Hotels.com. Upon checking into our room we found bedbugs and immediately checked out. We asked for a refund since we clearly weren’t staying at the hotel. They told us since we booked through a third party we had to contact Hotels.com. After hours on the phone with customer service between Hotels.com and Wyndham Brands, we have been denied a refund!!! Hotel owners and managers owe a general duty to their guests under common law to provide a place of residence that is free from all known and knowable dangers, including infestations of bed bugs. All we are asking for is a refund for the night's stay since we didn’t even stay at the hotel and we have been denied, which is completely unacceptable. Save yourself the headache and don’t ever book with Hotels.com or any Wyndham Brand hotel!

I booked a hotel through Hotels.com but when I got there there were no signs as to where check-in was, I circled the building several times and was unable to find it. Several hours later, after I had booked another room the front desk got back to me and it turns out check-in is inside a restaurant. Because no one answered the phone at the hotel I had no way of knowing this and had to book a different room. I attempted to get a refund through hotels.com but every time I called they just hung up on me, they do not appear to have an email address that works, it’s been an absolute nightmare trying to get a refund for a room that I couldn’t stay in.

The service is terrible! I searched for hotels in my area, and I booked one that was recommended. I noticed very quickly that the hotel I booked was actually over an hour from the location I searched. I canceled within 10 minutes, but was then told I wouldn't get a refund. I called and spoke to three people for over two hours asking to either get a refund, get a credit to use at another hotel, or get the booking reinstated and was refused. Absolutely terrible service. Do not use!

I made a reservation for a resort on Hotels.com, and found that I had to cancel the reservation. I contacted the resort and they approved the cancellation without fee. After three phone calls to Hotels.com (wait time on hold 60-90 minutes each, and one agent who hung up on me), I am waiting again. Basically Hotels.com wants to keep the full payment for the room ($258), even though the resort itself has not received any of the payment I made to Hotels.com, and the resort doesn't want to charge me for the room or the cancellation. Disgusting for Hotels.com to do business and treat their customers this way to get a quick buck.

We made a reservation for my 18 yr old daughter in Florence, Ky. When she arrived, they refused to let her have the room due to being under 21 years old. We had to find another hotel. The hotel promised to refund the full amount, but Hotels.com refused the request due to reservation policy. I had to spend an hour on the phone. They said they would respond in 72 hours. It took them two weeks and simply refused the refund. I had to go to the bank for a chargeback on the credit card.

I will never use Hotels.com again. I made reservations for 2 rooms at Chita Lodge, Kafue Zambia. Upon arrival, the hotel had no notification of the reservations and I still had to pay for the rooms directly. I could not get in contact with anyone at Hotels.com over the phone for assistance. At one point, the automated phone service actually just ended the call on me after giving like 5 seconds to type out a long confirmation number. Then after not providing the service I paid for, they still charged my card for the first night when I cancelled. Mind you, I was cancelling only to cut my losses because Hotels.com completely stiffed me on the service I paid for. I am now having to try to dispute the charge through my bank. Hotels.com is scam-website tier in my book. Never again.

This place is an scam.... I was online checking different places to stay over night. I was going to purchase one night at a Hotel in Houston 196.00 per night. I decided it was too expensive and tried to exit the website and the charge went through. I called the hotel right away to cancel it and call them but I had no answer. I called my bank to report them because although was a mistake and call within 5 minutes they refused to credit my card. If you asked me that is stealing. Nothing but a bunch of burglars!! How does that?? Are you that desperate that you refused to cancel a unintentional mistake?? If I were you I would never book anything. If you ever have a problem they have no customer service and they take people's money by force.

I booked a hotel through Hotels.com using points. I realized I chose the wrong location. I was not asking for a refund, just to switch hotels. They stated they could help me, but my points are now void and would have to pay full price. Mind you I did pay for 10 previous rooms to earn the free one. You would think they would see this and try to be more helpful. Very Disappointing. Will not use them again and will recommend other not to use them either.

I've been using the site for years as a heavy user but that is changing. It's virtually impossible to get resolution to a problem, booking or cancelation. Very frustrating and not worth the time, their prices aren't the best and to deal with a virtual assistant with no answers is pathetic.

I do not recommend booking through Hotels.com. I booked a night at a major hotel on our recent family trip hoping to save a few bucks - bad idea. My booking was "guaranteed" by hotels.com, but the hotel never received it and when my family and I arrived late at night to check-in we didn't have a room. I had to scramble for a place to stay and then fight with Hotels.com for 3 weeks to get a refund.

I booked a hotel reservation 2 weeks ago with this company. When booking it said I had until June 6 to cancel. I called to cancel yesterday and was on hold 2 hours then when someone picked up the phone disconnected. After that I called back and was on hold over an hour. When I finally got someone on the phone they said it was after 4:00 so there would be a charge. I explained I had been on hold a total of over 3 hours and tried calling before 4:00. I also explained that the cancellation was because my child was tested for Covid and we had not got results back. Because of this we were told to quarantine.

I had a $700 travel voucher that I applied to a hotel stay in France (rebooked in May 2021 after May 2020 plans canceled). Due to ongoing covid restrictions, I knew I would not be able to travel to France in May 2021 so I contacted hotels.com as early as March to seek a solution. On multiple calls they told me they could move the travel date to future as long as hotel was willing to accommodate. The hotel on multiple occasions told me that were willing to accommodate, but hotels.com needs to make the arrangements. After over 2 months, hotels.com waits till last minute to contact the hotel such that I am forced to cancel the reservation and forfeit the voucher (otherwise lose the additional money I paid on top of voucher).

Booked a room through Hotels.com. When we got to the hotel they said all rooms were booked and she did not see our reservation. She said that Hotels.com tends to overbook and that our card would not be charged because it would not be swiped. Not true. The charge from Hotels.com posted to the account. We have relentlessly tried to get a refund from hotels.com but they refuse. From my investigation this has happened many times before. This is an absolute scam on hotels.com part. You pay for a room from hotels.com, it gets overbooks and then they claim the reservation was non refundable. This is illegal and obvisouly a class action issue. lf you're an attorney and see this, this is a class action case. I will be glad to provide my information. If you're Hotels.com and you see this, STOP your deceitful practice.

I have an issue to use some coupons/VOUCHERS and I have been calling the customer service of Hotel.com for 9 days. Every time I got the same answer, someone will call you back and after 9 days no one has ever called me back! I called Hotel.com already 11 times remaining on the phone from 20 minutes to couple of hours.... The value of the coupons is 2,639 dollars and I cannot use them due to a glitch in Hotel.com website... This is unacceptable... I followed every requirement to use those coupon and Hotel.com is responsible to ensure that their website is fully operational, I am not!

Last October, we booked a hotel in France using Hotels.com. Starting in January, for some odd reason, when we logged in to our account, we could not view or modify our reservation. It had "disappeared." But we kept getting reminder emails from Hotels.com. When we clicked on the reminder email to view the reservation, the application claimed: "Sorry, no reservations were found for the information you provided." Well, this made it impossible to change or modify our reservation using the Hotels.com application.

I was on hold for over an hour! They have no real chat - just a virtual assistant. I was trying to get a refund for a DISGUSTING hotel that I booked. I guess all the reviews on their site are bogus because the hotel I booked was a HELL HOLE. The hotel said that Hotels.com would refund 1/2 of the charge for the room - which I thought was also ridiculous. The SHOWER IN THE ROOM DIDN'T WORK. UGH. Then, I tried to leave a review of the hotel on Hotels.com...and it wouldn't let me. Completely shady and ridiculous. Do not use this dishonest company.

The hotel was very nice and helpful and the bedroom was nice and clean. It was spot list and the bed didnt have no stains on and the places is worth the money and worth coming too. Also I will keep coming back here.

I had made a reservation for May 28 back in January and when I logged into my account on the app, it was showing no current bookings. I thought that I did not make the reservation so I made it again and it was for the same hotel same dates. Then I discovered the original reservation in my emails and I immediately tried to contact Hotels.com to cancel one of the reservations. First I tried the online chat option and I kept getting bounced back messages saying that it was unavailable so I called. I was on hold for 55 minutes and then again for 26 minutes. I tried several times days at different times for the online chat and no was available.

I would rate zero if I could. They falsely promoted Cozy Suites in Louisville as a hotel. The apartment was unsafe, dirty and Hotels.com nor Cozy Suites would issue a refund for cockroaches or a bathtub that is flaking apart and clogs the drain. Completely unbearable conditions. Laundry smells, no amenities, no need to have a code to get in as the front door security system is broken.

I booked a hotel based on distance. The miles of distance on the Hotels website was inaccurate. I called for a refund and was on hold for 45 minutes. The CHAT option was a robot which simply repeated itself. There is NO Customer Service from this business.

I've used Hotels.com a lot since about 2010. By a lot meaning I've accumulated at least 10 rewards nights over the years. Which brings us to one big plus, their rewards nights program is one of the best guest loyalty programs out there. Their customer service is actually another big plus. In the sea of lousy service by travel companies, they actually stand out by answering calls right away AND taking care of any issues. They are also proactive, they extended everyone's rewards expiration automatically by one year in 2021, no need to hassle with sending emails. The only reason they don't get 5 stars is because they don't always have the lowest rates, especially in Asia. Overall 4.5 stars.

When there is a problem, do NOT expect Hotels.com to help you! They will gladly take your money but you are stranded all alone if something goes wrong. The hotel says you must go thru Hotels.com and they say they are only doing what the hotel wants. Avoidance of all accountability! We booked thru them for the Landmark Inn at Fort Bragg. Was denied access to the base and both the Landmark Inn and Hotels.com were unwilling to return our fee saying it was non-refundable. That can't be a valid policy if you are physically not allowed access to the property! Their customer service process is specifically designed to get you to give up and let them keep your money. NEVER will I book thru them again!

I work at a few hotels. I regularly have guests that come in upset after finding out that they booked something different than they thought on hotels.com and most of them thought they were booking directly with our hotel because hotels.com (owned by Expedia) uses the logo and same look/design of the hotels they sell for. A guest wanted a room set up that we didn’t have even thought that is what hotels.com listed it as. I found a nearby hotel that had it available for her and offered to cancel the reservation without charge on our end. However she would need to call hotels.com and get them to cancel their contract with the her too. She called and they were unwilling to cancel.

Only reason they got a star at all is that at least one is required. After booking (and paying for) a hotel room, we arrived to find out that the hotel was sold out. Apparently the hotel spoke with Hotels.com to inform them they were actually sold out, despite this, they still proceeded my card. Basically they stole $350 from me. Still haven’t been able to get someone live on the phone. Called once before but gave up waiting on hold. Called again now and so far it’s been over an hour on hold. Never doing business with them again. Zero customer service.

The room I booked with Hotels. Was closed when I arrived after a long day of traveling. I went online to book with hotels.com which said they had rooms at this hotel (Flores de Peten) but when I arrived the hotel no longer existed. Closed a year ago. Long day travelling and I had my hotel all set up only to arrive with very limited options as there is a holiday on. NOW REFUSING TO REFUND MY MONEY. Fraud.

I went to hotels.com to check pricing for a recent trip to Trenton, NJ. I locked in $386 (including taxes) and some change for 3 nights. However, the hotel charged me over $50 more than what hotels.com said I would be charged.

I booked a hotel with reward night and called the hotel. After I did and the employee said the dog can only be in smoking rooms, after I booked it I called Hotels.com and they refused to give me back my 16.00 or the reward night. Do not use 'em at all because they will not work with you and only the hotels if a guest problem.

I booked through Hotels.com and man was THAT a mistake. They market a hotel that should not even be open due to health concerns. My room had a LOT of blood smeared on the walls and hotels.com refused to give me a refund. I had to leave immediately and get a new room at a different hotel. Their final response was "there's nothing we can do for you". Take your business elsewhere.

I spoke with Shawn **, he came up with a very good solution. He was apologetic, understanding and showed me another room that was very clean, so it is not their norm. The ladies that came to the room were SO lovely, very sweet yet so professional. They cleaned my room, SO much better! It is SO appreciated.

In the picture it looked nice and even said it had a pool, but when we arrived the place looks old dirty, I noticed the curtain were hanging down and dirty, that ended my vacation. There was no way I was going to stay with my family in that dirty old place. I feel betrayed!! Not a chance of using Hotels.com again!!

I've used Hotels.com for a few years now and up until recently have never had any issue. However, I've been doing a lot of traveling the last couple of months and have used them regularly. Not only do they not apply all of your stamps after booking, but you can't get a hold of anyone on the phone to help and forget about chatting through their app for help. I'm completely frustrated and ready to look for a more reliable website. One other thing I noticed is when I book the same place a few times, by the 3rd day the price gets jacked up. It's happened at 4 different hotels I booked through them. Shady business practices.

I never usually leave bad reviews like this but take my advice and never book through Hotels.com, always book directly with the hotel. It is not worth the hassle. They give you the run around and want to charge hundreds of dollars to change your booking when the hotel is charging you nothing, I already called the hotel directly. Hotels.com told me they would email me back with a response within 24-48 hours and I have not heard anything. Absolute terrible experience, trust me do not book with them.

I received worst customer service ever from Hotels.com. Specifically their chat support is really bad. They were rude, didn't answer my questions and when they don't have an answer they just keep you hanging in the middle of a chat and log off. I was transferred to 3 different reps and the last one just stopped chatting with me. This is outrageous and extremely unprofessional. There are many other sites that provide better service than what I have received at Hotels.com. I will be taking my business somewhere else.

Booked a room on Hotels.com. The amount on the screen was $305 using two free nights, the actual amount charged to our card was over $450. Customer service claimed to process the refund and it would take 5-7 days. Over a month later and our bank has no record of the refund, even given the information Hotels.com provides. Their customer service is the most ridiculous I have ever experienced, the person on the phone just repeats the same thing over and over insisting the refund has been processed and the problem is our bank. They tell me a "supervisor" will contact me within 3 hours. I have had this conversation 4 times over 2 weeks and no one has ever called me back. This is the worst experience I have ever had with a service like this and would never recommend anyone use them unless you have money to throw away.

I signed up just to let you guys know if you're reading this that this app is a scam. I rented a hotel and they charged me 10 times the amount and told me that there was nothing they could do for me. I was charged 890.00 for a hotel that I stood only for 1 day and the rate was 80 dollars. This is a big scam. Stay away!

I booked through Hotels.com twice and twice I got robbed. Please stay away from it. They will take your money and won't help if you if or when needed. When you call Hotels.Com They will tell you to go and talk to the hotel that you stayed at. You paid to Hotels.com and when needed the credit back they will tell you to go and talk to the hotel that you stayed in. Meanwhile hotel that you stayed says they haven't charged or got paid for your our stay. So where do we go from here? Who do we talk to? Pay coupled of dollars extra but bypass these crooked agencies.

Hello, I travel frequently, and am not the type to leave a review, in fact for a hotel experience from the booking of it and the actual hotel stay, this was the worst hotel experience I have ever had in my 56 years. I had to put the time in and get this review out there. It’s not just the hotel, it’s also Hotels.com which I will never use again, and the hotel Drop Anchor in Islamorada, Florida Keys.

In times of pandemic (COVID) you can't rely on Hotels.com because they are very inconsiderate to their clients. Their replies on email are always delaying tactics but never resolve any issues. The chat and phone calls are also useless, always promising to call back or reply back but nothing happens. The hotel that I booked sent me an email that they are still closed because of a lockdown in their country and yet Hotels.com refused to refund me. The other bookings, there is still an on-going travel ban in Europe, not allowing US citizens to enter their country and yet Hotels.com doesn't consider that and refused to refund. All they wanted is to take your money and doesn't extend any help to their loyal clients. For those who wish to travel, this is not recommended or else you will only have a nightmare and lose all your money.

Hotels.com has offered to refund our credit card and has apologized for the inconvenience.

Booked my room and entered the wrong address and a day later went to change it and what happened with the lady over in the customer service absolutely not expected, the only thing she asked for is extra $40 dollar and nothing else she can do. Not even trying to see if she can change it without charges, she just said ''this is what I have.'' I really have no choice but to cancel the booking. I will never go with hotels.crab.

I was a member of Hotels.com for a year or more booking rooms for travel and saving their stickers to get a free room after 10 stays. After a period of time, my wife asked, "Aren't we eligible for a free room yet?" I was booking hotels for our Dallas trip and checked. All my stickers were gone! I reached out to Hotels.com for help. I spent over an hour communicating with two representatives. The first one dropped the online chat after a period of time so I had to start over with a second person.

They are lucky to get 1 star. Price guarantee does not exist. I had a paid room, no refund. The price went down 200 before my stay so I called Hotel.com for a refund. 1 hour on hold, They cancelled my no refund room, booked it under the new price & never paid it. I could not stay because they wanted another $554 because it was no longer paid. The paid room had been cancelled by them & it was a no refund price. But the Hotel does NOT guarantee the price, Hotels.com does. I tried calling again only to be on hold for an hour and a half before hanging up. Save time and money, call the hotel directly.

I booked a room in Dallas on Hotels.com, giving up the existing room I had so I would be close to the airport. Upon arrival, I was informed the Hotel had been without power for the past 12 hours and they had no idea when it would be coming back on. I was not about to freeze to death so I booked another room across town where I knew there was probably going to be power. Get to that location and guess what, no Power. They allowed me to book 2 rooms where there was no power. Funny, their app immediately knows when hotels are full so it's not a matter of not being able to have this information in real time. Waited on the phone for OVER 2 hours but finally hung up....

On November 27, 2020 I went on-line to secure lodgings for family members who would be in our community for a small reunion January 4th - January 11th, 2021. I found a 4 bedroom, 3 bathroom home, with pool, on a saltwater canal. I secured the reservation with a non-refundable deposit. On January 3rd I called the property management company to obtain access keys to the property, at which time I was informed by the Manager that they had no record of my reservation and did not do business with Hotels.com. Upon disconnecting from that telephone call I dialed Customer Service at Hotels.com. My first Hotels.com conversation was at 4:45pm on January 3rd, 2021. She informed me that all Customer Satisfaction Supervisors were busy and that one would return my call automatically.

I booked a room earlier this week for a volleyball tournament. The weather conditions in S. Texas have been horrible. The tournament was cancelled on the morning that we were to check into our hotel. When I booked the room, it clearly stated free cancellation, with no fine print. I go to my confirmation email and there it a link to cancel booking. I click on the link. It asks me to enter my email, when I enter it, the site tells me it's not a valid email. The site itself capitalizes the first letter of the first word that you type. I remove the capital letter for a lower case letter and now my email is recognized. Great. I'm now asked for my confirmation number. I enter and it too is not recognized. After several failed attempts I call. I use the same email and the same confirmation number to cancel. It works, however I get charged a $79 "fee" to cancel my reservation. I will never use Hotels.com again!

I had a reservation for January 9th. I was exposed to COVID, so I postponed my trip to January 22nd through their site. I was sent a confirmation via email from Hotels.com but they DID NOT FOLLOW THROUGH AND INFORM SHERATON THAT I POSTPONED MY TRIP. I showed up on January 22nd, was given grief, had to wait on hold with their representative for 54 minutes, only to be told he will call back. I drove all the way to Weehawken with my best friend, bags packed and expecting a relaxing overnight getaway. I work so much and never have off, that I PAID AGAIN to stay there on the 22nd so I can attempt to salvage my little getaway.

I am inquiring how I can be reimbursed by Hotels.com for airline tickets purchased through them for American Airlines that the flight was cancelled and I was not given any notice. On January 16, 2021 I had a flight out of Grand Rapids MI to Fort Myers FL that was scheduled for an 11:04 am flight. I arrived at the airport at 9:15 am to find that there was no flight, it had been cancelled sometime before. American stated that there was nothing they could do because the tickets were purchased by a 3rd party through hotels.com BUT that they should make it right.

If you don't need to change or modify your reservation, then it will probably be fine. However, we needed to cancel at the last minute and asked Hotels.com to see if the property would waive the cancellation fee. I chatted with two agents and was told that they "could not get a hold of anyone" at the property but that they would send an email and follow back up with me. I never heard anything, so I called the property directly. They had NO record of any contacts from hotels.com regarding my reservation. I called hotels.com and spoke with another agent who said "that's the procedure" and there was nothing else to be done. I was not allowed to speak to a supervisor and hotels.com made no actual effort to contact the property as promised. I will be filing a dispute on my credit card bill.

I have been staying in the same hotel for 2 months now or over 2 months rather. And I use Hotels.com to book my room every night so that I can collect stickers for my free night. For each 10 days you receive one free night. The first two times I received my free night it was readily available on the 11th day. So it would seem likely that I planned for this free night on the 11th day but this time it was locked.

Hotels.com refunded my $300 gift card to the wrong email address. Of course, someone at that email opened and redeemed the gift card, and the long and short of it is that I am out $300. You are better off booking directly with the hotel.

I booked a stay at the Red Lion Inn in Arlington VA through Hotels.com with assurance I could change or cancel without penalty. I've spoken with the hotel now, and they tell me I cannot. I will lose 1456.86 if I cancel. I am seeking to cancel because it is no longer safe to travel to DC given the recent and continued acts of terrorism. I could not have anticipated acts of war and terrorism, yet the staff at Red Lion want me to still bring my children and stay there when federal law enforcement, AAA and DC police are advising against it. I have also filed a formal complaint with the BBB of Arlington, VA. It seems like hidden in Hotels.com pages are some statements re: cancellation and penalties, but this is not seen on the booking page. Terrible.

On four different bookings for stays at the Alex Hotel in Anchorage, I was charged room rate, taxes, here is the fraudulent part, (third) was mandatory fees of $60, for a total of $240. Well the word mandatory was unlined, when pressed with finger a highlighted box stated fees are requested from hotel. The Alex Hotel claims they never agreed/or is contracted under agreement making these fees apart of the booking. I assumed this was a deposit and would be returned as after my final stay.

Hotels.com is a fraudulent page. I have booked De Hoek Country Hotel in South Africa for four nights. The hotel has addressed me directly to ask me to cancel since they are closed on these dates. I in my turn has called the helpdesk of the site that states that the hotel is open or that they do not get hold of the hotel to confirm. Hence I have just lost over USD 2000 on a fraudulent site that refuses to pay back this amount for a false booking in a closed hotel. I will call Interpol tomorrow to report this incident and ask everyone to please be very careful with Hotels.com.

Hotels.com did not provide me an option online to cancel my bookings due to my recent exposure to Covid-19. I was able to cancel, but with no option for any refunds. I would not recommend this site for any activities.

Book direct with the hotel. They charged me 25 percent more than the hotel and Laura at corporate refused to refund the difference. They are a rip off. Avoid Hotels.com at all costs. You've been warned.

This is a complete waste of time dealing with customer services. Trying to get my coupons to re-book a stag weekend is proving to be a never ending circle of lies from them. The re-book price has now gone up and they said the coupon value will not cover, so I should re-book, pay again and then claim the money back from them. I haven't done this as I can't trust them to pay me. This is ongoing and I have been trying to get the codes, they say they have already sent, not received as yet, for 4 months. Don't use Hotels.com. Keep well clear.

We booked a hotel in Paris before quarantine. We were told we had one year to use this coupon/credit since we couldn’t go there. Since Covid is still an issue, we still can’t travel to the hotel even though it’s been a year. They won’t refund us the $800 we spent but only $60 worth. It wasn’t fair to give us the coupon for only one year since the pandemic is still going on...They should have worked with us and given us more than a year to rebook.

Review of our booking was totally fake along with associated photos. Check in probably was the worst experience I’ve ever had. Hotels.com said had to wait until actually but could provide me the location to actually check in at. Met cleaning staff at location and after cleaning for over 4 hours still in terrific shape. Again nothing like description or photos.

I have now contacted Hotels.Com twice within 4 weeks to cancel a hotel with little response or assistance. This is relating to a booking made within Singapore, where I have stated that government guidelines refuse entry. Booking was made pre-Covid with Hotels.com policy stating refunds to be provided for countries with travel restrictions. I have twice been told the booking is non-refundable and that they would contact the property, despite my confirmation from the property that I cannot check in and no money has been exchanged between Hotels.Com and property. There are no means for making complaints other than a limited virtual chat mechanism.

My boyfriend and I had reservations for two rooms which was $548 dollars. When we arrived at the Barclay hotel at Virginia Beach, we were shocked to find out we only had one room. At this point I’m pissed, because my sister didn’t have a room! We were charged for two rooms at $274 dollars each but one got one... The sad part is this was back in AUGUST!! And they’ve been giving us the runaround since about a refund.. I will NEVER go through HOTELS.com again, they’re GARBAGE!!

Had a reservation in mid-March, then COVID restrictions kicked in and they wouldn't let me cancel. Had to call customer service multiple times with promises that they would make it right and they would never follow up. They told me the Hilton is responsible for the refund but that's not true because I paid for the reservation through Hotels.com. I've spent $6,734 in 1 year, they wouldn't refund $478 but instead gave me a measly credit for $30.

We had made reservations with Quality Inn and have been quarantined due to Covid-19. We have asked if we could switch the date since it was paid in full and 3 days away. Rude and said No, still come!!

We made a reservation via Hotels.com on Saturday, November 7, 2020 for the Morgantown Marriott at Waterfront Place for a king sized room for Friday, November 13. We received a confirmation and guarantee for a king bed room at that time. Upon arrival that evening, we were given a 2 bed queen room. I went to the desk clerk to ask to be moved to the correct sized room, but was informed they were sold out of king rooms.

The website states full refund available on bookings but they do not tell you the pain you have to go through to get your money back. Their protocols are so badly structured with overseas customer support agents to save cost, the customer ends up getting bounced from one department to the next with each not taking responsibility to correct the issue. You will end up running in circles for hours and eventually give up. I'm a gold member at Hotels.com which is the highest level one can obtain. I've been using their site for years with all my travel. I'm so disappointed with their recent drop in their level of service that I have decided to take my business elsewhere from here on out. I would not recommend their site to anyone that will listen and if they don't, I know they'll eventually regret it.

We booked a hotel with a RIVER VIEW to only be told at front desk, there are no reservations for a river view. We have confirmation from HOTELS.COM and all. This is the SECOND TIME this has happened to us. We had to book another room and call HOTELS.COM for a refund. We called HOTELS.COM and they told us we were lying about booking the RIVER VIEW room. 2 of us saw the listing and we specifically needed RIVER VIEW, we were ONLY searching for RIVER VIEW, so why would we make this up?!! HOTELS.COM told us that we have NO PROOF of this booking. We were on the phone for over an hour trying to get our money back for a room that WAS NOT AVAILABLE. We could NOT cancel with the hotel because the reservation was done with HOTELS.COM. PLEASE CALL THE HOTEL DIRECTLY WHEN BOOKING. HOTELS.COM is advertising false information and making money off of people by doing this, REPEATEDLY!!!

I booked 2 rooms in Tokyo for a March vacation. Covid hit and travel was cancelled. The rooms were a non-refundable rate, but since I didn't cancel the trip, Covid did, Hotels.com said they would issue credit vouchers for both rooms, for the amount that I paid. I have called a couple dozen times over the past 8 months and still haven't received the credit vouchers! Every time I call I'm told it will be a couple days or a couple weeks, or they tried to sent the credit via email, but it failed to send (this happened twice - even though they verify my email and phone number every time I call).

The Hotels.com website is not user friendly at all. It is not clearly marked what currency you are booking under. Next to your order total, it does not indicate what currency is being used, so be aware! I thought I was making my reservation under my local currency which was not the case- my cost ended up being much higher because of the exchange rate from US to Canadian.

Due to Covid-19, I cancelled my 2 room hotel booking & was given a voucher. 6 months later when trying to rebooking with Hotels.com it would only allow for one room at a time to be booked & the voucher was partially used with 50% remaining. Tried to book the second room & was informed the vouched had been used up. After a month of phone calls to Hotels.com I finally spoke with corporate office staff Bridgette only to be told the ''Coupon has no cash value and any residual value will be forfeited". Tell that to my credit card! I asked her numerous times for a local (Sydney) phone number for Hotels.com however - she refused & asked if there was anything else she could help me with!? How many other people have been ripped off? DO YOURSELF A FAVOUR - DO NOT USE HOTELS.COM - Thieves.

I was trying to book a reservation at Hotels.com, using a gift card I had. However, I kept getting an error message and would then go back over and over everything to make sure I hadn’t missed anything. This continued for well over an hour, until I finally decided to call hotels.com up. I spent another hour, waiting to speak to someone who couldn't seem to figure out what the problem was and gave me the number to contact the gift card section. Another hour wasted doing this, only to be told that my gift card is good so I need to call the original number back because they can’t do anything more than that to help me.

I made a reservation with Hotels.com that was supposed to include breakfast, but when I received the confirmation it said breakfast not included. After a couple of phone calls and emails where I have given well enough evidence to prove the website error, I finally get the answer "if you can't provide a confirmation showing that breakfast is included we will not refund you." What a joke!!! A very good website in many ways, but their prices are sometimes a ripoff and their so-called customer service is a joke!

I used Hotels.com for the first time recently and will never, ever use them again. There are simply too many better options. Their website is not user friendly, compared to others, and good luck getting a problem with your reservation resolved! For instance, how about getting a recording that says the wait time to speak with a customer svc. rep is more than an hour and a half?! I finally received a return call at 4AM the next day! Who runs a business like this? I spent hours and hours and hours on-line and on the phone with them trying to get some help. Essentially, I ended up doing their job myself; i.e., calling the hotel in Mexico and getting their assistance. In this matter, hotels.com's promptness and professionalism was woefully lacking.

4 Days before my upcoming trip I found the same hotel about 30% cheaper than what I paid for. I submitted the claim and in under 30 minutes my refund was approved. And in my previous interactions with customer service I always had quick resolution of my needs. Compared to the booking sites Hotels.com is top notch.

Booked a New Year's Eve night 11 months in advance. The booking said I could cancel without a penalty. The Hotel itself canceled my reservation for some reason 2 months later. I had put over $500 as a deposit. I've been fighting with Hotels.com for 4 months now to get my refund. They are refusing to provide a refund saying the hotel has my money. BUT I BOOKED IT THROUGH HOTELS.COM - not with the hotel directly. They should honor their no-penalty cancellation guarantee and refund the money themselves, but they won't do it.

Made a 3 night booking hours ago and they will not send confirmation email. Last night's booking confirmation didn't come through until after 12 noon today. I'm staying over in the same room so can't keep waiting for them to decide to give me confirmation number! "Customer service" is the worst I've ever seen. Automated phone line repeatedly hangs up on you. Never EVER again. Stay FAR away from this site.

Please, spend the extra dollars and reserve directly through hotel chain, in case you have an awful experience someone will take responsibility. The hotel washed their hands and refund is the night after horrible experience we had booking a room with them through Hotels.com. So when we reach out to Hotels.com we thought that they would back up their service and issue the refund themselves but they also washed their hands with us. We had an awful experience, false advertisement of amenities, etc.

The important reviews are the response when things go wrong. Website failed to register voucher, confirmation email included no cost details. Overcharged by £80. Nothing but 'tough' from CS. Appalling.

I spent nearly an hour CHATTING with two representatives and neither, including one supposed supervisor, could tell me nor offer a solution for their having taxes 10% higher than the actual hotel. Is this NOT against the law?

I used Hotels.com to book 2 rooms in Miami. My friends booked their rooms directly with the hotel. We had to cancel the trip due to bad weather...a tropical storm. The hotel has refused to refund my money for the 2 rooms, while giving refunds to my friends who booked directly. So be aware...Your money is NOT safe. Hotels will refuse refunds if you book through Hotels.com

Do not use this company to book any trips. They are very unprofessional. A pandemic is going on and and they refused to assist in getting a reservation refunded from a trip we booked through them. Travel bans are in place and they still will not refund or offer a deferral to next year. Several emails and hours spent on the phone with many hang-ups on their part. Asked to speak to a supervisor and they would not put one on. So for your own protection never book anything through this company. I will never be using them again. You can get a better or the same price on other sites. You will thank yourself if something as crazy as this happens by going with another company.

I purchased 2 nights at a hotel back in November or something like that in 2019. As Covid hit, I had to cancel my hotel stay. This was back in May of 2020. Hotels.com said that they would reimburse me for the money as well as the free nights I used. It is now 5 months later and 30 emails and the only response I get is that they have escalated me to the special department and they appreciate my patience. This isn't rocket science. I believe they are doing this to other people out there and playing the odds. Most people will give up so they get to keep that money. I am not giving as this has turned into a daily email back and forth (a second job). Once I receive my voucher, if that ever happens... I will use it and then close my account with Hotels.com and start using someone like Expedia.

A friend and I were to visit Eastern Europe in June, 2020. We began booking accommodations through Hotels.com in January. When the pandemic hit, our flight to Europe was canceled. The countries I intended to visit closed their borders. My airline refunded my non-refundable ticket. I tried to contact Hotels.com without success. I realize I booked non-refundable rooms. However, other vendors practiced good customer service and gave me back my money but not Hotels.com. Not even by writing to the president of the company did I receive the courtesy of a return call/ email. I will never use them again because I feel cheated. Please note they are owned by Expedia Group, which owns 18 travel companies: VRBO, Hot Wire, Wotif, Orbitz, and Travelocity among others. They could have afforded to do the right thing but did not. Beware, not only of Hotels.com but all Expedia companies.

My wife and I booked a hotel with Hotels.com for a short stay in Edinburgh in February this year, not expecting at all the coronavirus lockdown to hit! A month or so before the booking we wanted to see if it would go ahead. Due to issues with the Hotels.com website, I had to ring up their customer services line to verify that all was well. I was told everything would be fine, and the week before the visit I received a reminder email giving me 'all the information you need for your upcoming stay'.

I booked a reservation thru Hotels.com in February and received confirmation of my booking, with the following cancellation policy: Free cancellation until 09/16/20. If you change or cancel your booking after 18:00, 09/16/20 property’s local time (GMT-06:00) you will be charged a 50% fee. We will not be able to refund any payment for no-shows or early check-out.

I booked an apartment for a weekend in Nashville back in February before the covid issue. During booking I was careful to choose an option which included free cancelation. Unfortunately I used a discount coupon that hotels.com emailed me. At final check out I applied the coupon and paid for my reservation. A few months later I tried to cancel and was told my reservation was none refundable. I looked at my confirmation email and sure enough buried on the 3rd page was the refund policy. Because I used a discount coupon my reservation automatically changed to nonrefundable. I'm out over $450.

I receive two coupons. One for $80. The other for $100. When I went to use them they told me that they were no longer valid. I explained I did not want to book a hotel during Covid. I tried contacting their parent company Expedia but could not get to talk to anyone. Can someone help.

Don't buy the cheap rates!!! I used to love hotels.com. I traveled a lot and this is an invaluable tool since I'm not loyal to any brand. It's all good on the bright a shiny part of the business, where you get to discover all kinds of cool hotels that you didn't even know existed (Like Glamping resorts in Canada). But there is a dark side to the business that you better hope you never have to see.

Hotel that I booked confirmed the refund was issued to Hotels.com in July. When I followed up, Hotels.com e-mail confirmed in August 11 that they are refunding to my (credit card). Not delivered yet till September 21 to my credit card as promised.

I have been using Hotels.com for years... But then after this last experience I will not being using them! I made a hotel reservation a month in advance, 2 states away from my home. I get there, the hotel cancelled my reservation with the Pay At Hotel Option. Nobody contacted me, not the hotel, not Hotels.com! Left me no choice but to make another reservation so I wouldn't be stranded in another state with my 7 year old. I had to make a same-day reservation an hour away from my destination & pay almost double the amount I was supposed to! I get to the new hotel & it was disappointing! Hotels.com wouldn't refund me for this disservice, instead they thought a $40 Coupon would work & fix this!

We made a reservation on June 28, to travel on Labor Day, when hotels were reopening in Gloucester Ma. We have always made our reservations through HOTELS.COM and never bothered to check the price offered by Ocean House Hotel at BassRocks. We also had a 164$ credit toward one night. We paid in full for the reservation. Come to realize the Hotel price was 200$ less than what We paid.

Back in June 2020 I reserved a room to help my child move into her dorm room out of town in August. Because of Covid-19, a week prior to my check in, the college that my daughter was going to closed their campus. So I was forced to cancelled my reservation since there is no point of me going. I didn't think it would be a problem since I paid for one night and added the insurance.

Hotels.com has false advertising. The pictures of hotel rooms don’t match the actual rooms. Customer service is poor and doesn’t want to resolve anything. I booked a room at Red Roof inn at Jackson MS, when I got there I was shocked from how dirty and unhealthy the room was, the hotel refused to solve the problem neither the Hotels.com.

Hotels.com doesn't answer their phones or allow live chat. It's a scam. They charged me for rooms not even reserved at hotel. Get to hotel only to have to pay for new room reservations.. Still on the phone with no one.. Shameful. As gold member I will never never contact this company again for my travel needs.

Despite being a customer with this group since 2013 I had the worst customer service experience of my life. Rather than acknowledge my request to credit my account for the full balance of nights stayed, the agents left me in cyberspace by not replying to my questions or resolving my concerns. For the gesture of providing a fair resolution they could have retained a loyal customer who gladly promoted their services. Instead I will NEVER book through this company again. An apology is expected.

I made a reservation and 15 minutes later canceled it due to an honest mistake (I was looking for a hotel in Memphis instead of Nashville). I wanted to rectify and book a hotel from the same chain in Memphis. However, I didn't get any refund because the reservation had a policy of "no refund cancelation." I give one star because of their lack of flexibility and lack of willingness to help. Even airlines let you rectify a purchase made by mistake if reported in a timely manner.

I reserved a three night stay for my 41st wedding anniversary from Hotels.com. I was charged 416.00. I paid in full. Then when I checked out the hotel gave me an invoice for 90.00 less. I called to get a refund because hotels.com got charged 90.00 less than what I paid from the hotel. And they supposedly GUARANTEE the cheapest price (what a lie). They just flat out said too bad. I am shocked. Hotels.com stole my 90.00 dollars. They are terrible. Anyone is better off checking the hotels websites. You will probably get a better deal. I BEG ANYONE THAT READS THIS. NOT TO USE HOTELS.COM.

I booked a stay through them to evacuate from a hurricane. The path of the storm and my plans changed. Both Hotels.com and the hotel refused to cancel my stay. The hotel said it was hotels.com refusing. Hotels.com said it was the hotel refusing. Either way, I am out almost $300.

I recently canceled a reservation w/in the cancellation policy due to extreme COVID health violations at the hotel. People w/o masks, thousands of people in the common area, 30min waits to check-in, no early check-in avail, 10hour wait to use the pool (and a $50resort fee). It was a COVID cesspool and NOT safe. The Hotel manager agreed with the situation and approved the cancellation as they were overwhelmed with the Holiday weekend crowds a could not accommodate us. Kicker is - I still got charged! Hotels.com did NOTHING constructive to get me a refund, they put me thru extensive daily support chats, emails and long hold phone calls w/ very uneducated and un-empowered staff. All this effort resulting in nothing, no refund. I will never use Hotels.com again.

I reserved a room January for a room in November. It was a non-refundable price and it was paid. In August the price was lowered under Hotels.com 171.70 lower. So I called as required, for the price guarantee. Customer service cancelled my reservation and re-booked for the lower price. However I found out, after I did not get a refund, it is not paid at all now and the hotel will want an additional 554.71 at check-in on Nov. 3. I have been on hold now for 1 hour and 11 minutes listening to the most annoying music they could find. Please, call direct. Do not go through them... It is not worth any free room they could give me.

I booked a room with hotels.com they advertise a nice room. I arrive at the motel and it smelled like a dead body was there, blood on the wall, roaches, mold and dirty bathtub. I promptly checked out told the people at front desk they advised me hotel.com will refund my money. Well I reported it to them with pictures and still no refund. I ended up having to drive 2 hours at midnight to go home.

We reserved a room through Hotels.com at Bellafonte Resort and Spa. This place advertises as a resort and spa; which is literally a joke. It’s a extended stay for low-income families mostly. It also advertises as having airconditioner; which is also a lie. We stepped in our room which was 88 degrees at 5 pm, and walked out. The woman behind the desk who was Indian (from India), seemed careless that she lied to us, and refused to refund us. So did the Hotels.com. Every time I called them I had to wait 40 to 2 hours for them to call me back, and they also refused to refund me and wanted to give me $25 gift card to use on my next reservation. This company is not in USA, and all of the representatives that I have spoken to were from India. Do not use them.

Made a reservation on Hotels.com site for a trip to Rapid City, SD over Labor Day. Got emailed confirmed number and figured I was set. Drove 400 miles from Denver and got to hotel. Guy said he couldn’t find reservation. Tried calling Hotels.com - routed to auto attendant and chat with canned replies which basically said “sucks to be you”... Unfortunately ALL hotels were booked on Sat night. Prices were about $250/night on Friday. So look up cust svc no next morning- on hold for 45 minutes before a lady whose first language is NOT English finally answered. She was mostly concerned credit card was charged as this was the ONLY function of her job.

I paid for a 3 bedroom apartment for 5 occupants in Spain for 2 weeks. Due to Covid 19 government of Spain has urged travelers to not travel to Spain because of second wave of Covid. I contacted Hotels.com to inquire if there are any options to re-schedule/cancel and was told that the following. "After checking again with After checking again with Sur Suites Lubina, they've confirmed that for any booking where the terms and conditions indicated no refunds would be permitted." I find amazing that now they can double book the apartment and we are left without and options, considering the circumstances I would have expected a little more consideration. My family and friends will definitely never try to book through hotels.com or use this apartment "Sur Suites Lubina." Thank you for all your consideration during these unsafe times around the world.

Hotels.com charged me, and the hotel also charged me. Hotels.com will not refund my payment and will not call me back or address this issue in any way. They continue to ignore my complaints and requests. Crooks!

I booked a hotel on Hotels.com with fair reviews and turned out it was fake! I show up to the address and it was literally a pharmacy on one side and an abandoned building on another side. After thinking I was lost, I asked the locals and confirmed the address. I tried calling the hotel, no answer. I tried messaging them, no answer. I called the 24/7 hotels.com help line and chat with hotels.com and found that it was extremely difficult to get through.

Arrived to the hotel we booked to find it was misrepresented on the site. They also had the pool closed we were told it was opened. The hotel was probably a half star hotel. Not clean. Not nice even a little. Contacted Hotels.com for a refund and have not been on hold for approaching 2 hours!!!! I will never recommend or book through them again!

I found that Hotels.com has more options now to try and ‘trick’ you into a lower price by being charged IMMEDIATELY. I was watching for this but they still ended up charging my card. And then they say it takes from 2-5 days to get your funds back. Unacceptable! So they can charge me the second I hit ‘confirm’, but take 2-5 days to refund me?! No way!

We made a prepaid online non-refundable reservation for the Stagecoach Inn in West Yellowstone, MT for 4 days. We received an email that stated our room was paid for and guaranteed. No place in the email confirmation and check-in instructions did it say we had to be checked in by a certain time. Nor did it say they could give our room away and still charge us.

I had 2 issues with them and they are liars, lazy, trained by the Company to lie or it's Hotels.com policy. Recently due to Covid - I had 4 CSRs advised me that they had contacted the hotel regarding cancelling the hotel but was told that the hotel had denied the cancellation and no refund is available. I then contacted the hotel and within 4 hours the reservation was cancelled and refund was approved. When I explained to the hotel, I was told that the CSRs never contacted the hotel - they lied to me that they did.

I had a booking with a Bournemouth hotel with Hotel.com. in May 2020. Before I booked it I emailed the hotel to check re parking as my husband is 76 and registered blind and I therefore need a disabled parking space. Hotel said they had available parking at the hotel. I booked with Hotels.com for 4 nights and paid them upfront. Later a couple of months after booking, Covid19 happened and Hotels.com cancelled my booking and sent a voucher number for £354 to use at same hotel later in the year. I rebooked the hotel for September using the voucher and a top up payment, as prices had increased, after checking the hotel website and their precautions re Covid19. Parking was still onsite as before.

Called customer service and customer service blamed the hotel, called hotel to try to resolve, hotel referred me back to Hotels.com, website promoted fishing peer. When we arrived peer had been destroyed by hurricane several years prior, one kepted blaming the other, no service afterwards.

We made reservations through the website. We were happy with the rate INITIALLY. However, we found out the rate DID NOT INCLUDE the hotel daily resort fee! Two nights at $44 a night. VERY DISAPPOINTED!!

I went to book Riviera Conference centre in Calgary. When I booked it, Hotels.com advertised free cancellation up until a day or 2 before the booked date. After I confirmed it, they sent me my confirmation and it said that I could not cancel. Of course I needed to cancel and called them and was told they would launch a case to try and get a refund for me. The would assign me a case number and email it to me and be in touch within a few days. I never got an email and no one got in touch with me.

We booked a non-refundable 3 day reservation in May 2020 in the amount of $1,402 at Legado Alcazar in Seville Spain. However, the hotel was CLOSED during the dates of our reservation. We were not given a refund. Hotels.com was a stone wall. Contact with anyone able to affect a change was impossible.

I went on vacation and signed up for a few activities. First one went great, but then the second and third ones had no shows. Hotels.com charges you immediately for activities before they even occur! Called to get a refund for the 2nd and 3rd ones and they stated they need confirmation from the provider that they didn't provide activities. Fair enough. Second activity confirmed they didn't provide us any services due to mechanical issues and I was credited. Third one was a no-show and hotels.com can't get in touch with them. They now refuse to refund me my money because they can't get in touch with them. How asinine does that sound! It's obviously a shady listing that's cashing in and hotels.com is complicit as long as they get their cut!!!

I had booked a trip abroad for a birthday trip of a lifetime - Dublin for St. Patrick's Day! Sadly, the United States closed its borders the day before I was scheduled to depart. In the chaos of the events unfolding, it was understandable that I was having difficulty contacting Hotels.com, but was able to directly contact the hotel I had booked my stay with and they graciously allowed me to reschedule due to circumstances, despite purchasing a non-refundable trip but they informed me the trip would have to be formally rescheduled through Hotels.com.

I used Hotels.com for the first time to book a vacation and was beyond disappointed. I had a problem with the booking that they were not able to resolve because no one at hotels.com would listen to the problem. The call center works off of a script and never focused at what the actual problem was with the booking. Fortunately I was able to resolve easily on my own directly with the hotel. Lesson learned- will always book directly with the hotel in the future.

My booking was cancelled by the owners, trying to get my money back from Hotels.com is a joke, every time l phone them they can't find by booking, then when they do they can't cancel it, l send them emails. l get no reply, l will never book with them again.

I recently had issues with a hotel that I reserved through Hotels.com. Upon contacting customer service I was told that I am on my own. Using a service like Hotels.com would imply that you are getting more for your time and effort as opposed to calling and booking directly with a hotel on your own, nothing could be further from the truth in my case. Had I not used the service and paid the hotel directly my issues could have been resolved between myself and hotel management. Ultimately Hotels.com was not only my problem but also standing in the way of me receiving a refund. I never imagined that I would have been better off striking out on my own reserving my hotel with a pen and a phone like it's 1990.

Henry Autograph collection in Dearborn Michigan is a beautiful hotel with horrible service. The front desk person would not let me speak to the manager or tell me her name over the phone. She was rude, unfriendly and knew nothing about customer service. I was going to stay there for ten days but left after two days and I will NEVER stay at this hotel again. They have a horrible staff!

There is no customer service. I should actually rate it -5 star for this company. Took me several hours of time wasted calling them and months. Now still not got my refund for the hotels that are booked during covid time and finally they come up with an idea not to pay saying that they would give me vouchers for the same hotel in the same country. I asked them to give the vouchers for the country where I live in that they refuse. They pretty well know that you are not going to travel for a while due to covid and they smartly introduced vouchers for non refund. They ate my money. I sincerely wish none should go through this kind of services.

After 5 months of countless emails, phone calls, begging, pleading... facilitating communication between actual hotel and Hotels.com They ended up refunding our money. Wow. Although I’m grateful it should not have had to come to this. Thank you hotels.com. I’m still super hesitant to book thru you guys now - Burned.

I wish I would have read the review before booking through this third party. I was on the phone with them for 3 hours trying to fix my reservation and they ensured me that they could help until "their system went down". They either need new equipment or something because that is ridiculous. I waste my time and money, they were so quick to snatch the money out of my account but I have to wait 7 business day to receive a refund. I did not even want to cancel my reservation they just "couldn't" do anything to help me. I have to wake up at 4 am in the morning with nowhere to stay and all they could offer me was for me to spend my money again to book with them.

Not sure where to start. It is the second time we tried to use a free night and the second time there was some type of excuse on part of Hotels.com. My trip is now ruined thanks to Hotels.com. I will just leave the comment to that, as I am very ANGRY!!!! Seems like whenever we tried to use the free night there was always an excuse. BAD CUSTOMER SERVICE!!! BEWARE of Hotels.com.

Twice booked with them only to have our reservations canceled without our permission. Hotels.com refused to help, saying they cannot reinstate a reservation. In one case, the hotel property had a major event in the area and knew they could get a higher price for the room. Hotels.com allows properties to cancel your reservations citing, "Sorry you requested to cancel with us" when in reality, there was no cancellation request. This is deceptive and a scam. AVOID them. Book directly.

I needed a hotel room for the night. I was charged 92 dollar rate when the regular rate was 75 dollars. The process to speak with an agent to change my dates for my stay was long. I am very disappointed and will never use Hotels.com again.

We used Hotels.com for our anniversary trip to Grand Lake in Colorado. When I checked out of the hotel I was given a receipt for our stay. Hotels.com had charged me 170.00 dollars more than the hotel billed. I inquired about the overcharge and was told that Hotels.com could get the rooms cheaper. I couldn't argue the point because I didn't reach out to the hotel directly for cost.

I booked reservations through Hotels.com for my fiance's 50th birthday in Las Vegas Nevada. We are from Tucson Arizona so the trip was about 8 hours, we drove. The drive was long and it's summertime so the degrees is about 112! But that didn't matter when we reached the Las Vegas strip. We were very excited and everything was beautiful. We couldn't wait to get in the hotel room to freshen up and hit the strip!

We booked a hotel in Sicily through Hotels.com in February for a stay in June 2020. Due to Covid 19, we were unable to travel from Canada to Sicily. A couple weeks before our stay was scheduled at the hotel, we started contacting Hotels.com to inquire about a refund. We were told that they would do the best to get us a refund despite the fact that the hotel purchase said it was not refundable. We cancelled our hotel, June 1, 2020. On June 5, 2020 (the date we were supposed to arrive at the hotel), we received a call directly from the hotel as they had not heard from Hotels.com that we had cancelled. At that time, the hotel advised us that they were totally closed during the time of our scheduled stay. What if we had actually showed up there for our scheduled stay?

This has been a nightmare with Hotels.com. They refuse to acknowledge I did not complete a reservation during lock down of Covid 19. They said it is their policy to not refund a reservation unless it is given permission from the hotel. This hotel is either closed or refusing to answer call and emails. I did cancel the reservation, but they seem to not be able to find that cancellation. So it is their policy to close the case because it was to take place in June. Even though I started calling them 2 months ago. I advise everyone to book directly with a hotel and do NOT pay before visiting the hotel.

Despite getting a confirmation from the hotel to refund/cancel my reservation, Hotels.com did not follow up with the appropriate call (which they said they would on a follow up call by me) and now I am out $147. Not right Hotels.com/Expedia.

I had to cancel a booking in March due to the COVID situation. Hotels.com told me that they would provide a voucher for future use. I contacted them in May and was told it would arrive soon due to a backlog. I contacted them again in August to be told by one agent that the voucher had been emailed in April and then another agent told me that the voucher had been emailed in March. I have never received this voucher and I've checked my emails and spam/junk. Hotels.com refuse to resend or cancel this voucher and therefore it cannot be used. They refuse to issue another one to me, so in effect I have lost my money and have no means of using a voucher I simply don't have. They have given me no customer satisfaction whatsoever and I for one, along with my family and friends will never use them again.

I booked a hotel in Monaco for 1 night and even though I was looking to make a booking for 8 August 2020 the app somehow changed the date. I got the confirmation and immediately called the customer service of hotels.com. After 45 minutes someone finally picked up and I told me they would call the hotel. Apparently nobody was available (strange because when I called they immediately connected me with someone - just that they can't do anything because I booked via hotels.com). I was then told that they will e-mail the hotel and let me know the outcome the next day. Never got back to me. So I called again because I still wanted to change the date of that booking. Exact same story as the first call. So I wasted almost 2 hours and nobody did anything.

I was supposed to go on a 12 days European cruise between August 18 to August 30th, I have booked two nights before the cruise in Venice, Italy and 3 nights after in Barcelona, Spain, the cruise company cancelled the cruise because of covid-19 with full refund, the airline company did the same, Hotels.com does not refund, first, there is no available person to talk to, second, they offer online service with two options, either cancel with no refund or change the date which we can't because the hotels are closed, if the person cancels the reservation, it's understandable not to refund, but everything is cancelled because of the pandemic, if you have money to throw away, use hotels.com, I would not recommend them at all, too bad there is no zero star option as rate which they don't deserve it.

I booked a hotel through Hotels.com for a stay my daughter and I planned to Key West, FL in April. Due to the COVID outbreak, the Keys were closed on March 28th but hotels.com would not offer a refund. I disputed it with my cc company with no luck. They said that I agreed to the terms of no refund. So even though the hotel was closed hotels.com didn't do the right thing. Shame on them. I will never use them again!

It is the first time I've booked hotel through this service (usually I'm using others) and the disappointment I got ensured that this is the last time as well. Short story is: I've booked a non-refundable room, paid, received confirmation email from Hotels. At night hours another automatic emails were sent to me, that my reservation is cancelled due to the failure of payment/verification of the card. That was a surprise to start a morning with.. About 2 cumulative hours of chat with three different members of Hotels team, contradictory information, 4 calls to my bank. Guess what - bank says that money released and transaction authorized (ID provided), therefore money blocked for 7 working days since merchant has the right to claim them. Hotels support says that they cannot charge money because of my bank(!), therefore reservation cancelled, BUT REFUND IS MADE. How on earth can you make a refund of something that you kinda didn't received?

I made a reservation thru this website, when my event was moved to another date due to the coronavirus I asked to move the dates, they informed me that they had no control over this and it was up to the hotel. I made the reservation thru them not the hotel, they are telling me that they is not a refund for this even though all I want to do is move the date. They are blaming the hotel. Do not use them since they do not feel they have any responsibility for this problem even though you are going thru their website.

Until Covid I was a huge fan and made all my bookings through Hotels.com. I am beyond disappointed in the lack of resolution from my numerous calls requesting a refund of my booking due to cancelling as a result of Covid travel restrictions. I have called over a dozen times and the response each time is a promise of an an email with details which never arrives, the promise given is that I’ll get an email in 4 weeks, then also told within 72 hours of my call on repeated follow up. All false promises. My booking was cancelled over 3 months ago and still no resolution or email. Hotels.com is clearly scamming people out of money. I am understanding of the volume of cancellations they must be receiving but the communication and false promises on numerous occasions can only mean they do not plan to return any money. In which case I will warn others, DO NOT BOOK THROUGH THIS SITE.

I made a booking for a $260.00 hotel for March 2020. After covid, the hotel closed and emailed me notifying I would receive a full refund. Hotels.com also emailed twice saying I would receive a refund in March 2020. A few weeks later, no refund, but Hotels.com saying "you'll get a voucher instead". Very long story short, after numerous calls to Hotels.com and the actual hotel (who also said I should get a full refund because they didn't charge), I kept getting the run around. I contacted the Better Business Bureau and after a month, their consumer relations person said I actually should have received a refund, and that one would be issued - this was on July 2, 2020. Still no refund.

I contacted Hotels.com to cancel my booking due to Covid-19 and not being allowed to fly (Government restrictions being in place). This was in advance of my departure date. I requested a cancellation and refund. This was on 4 June 2020. By 29 June, I still hadn't heard anything so called again. I was advised that I hadn't called to cancel the original booking. I assured them I had and subsequently received an apology for no action being taken on the first call. Was assured they would speak to the offline team to arrange a refund or voucher and would get back to me within two weeks. I was given a reference number. The 13 July came and went with no contact so I phoned for the third time on 27 July. The reference number was not recognised and as per the second call, I was told I hadn't called to cancel the original booking. I had to explain everything again.

Was using Hotels.com for booking hotels, collecting reward nights. They sent me an email for an extra stamp. I used this email link to get an extra stamp, which provided nowhere to enter the code. Stamps do not show up for several days, so I assumed they could be trusted. They could not care less in the problems with their email link not working. Why send out trick email links? There are plenty of other businesses that will honour their email links, use them.

I used this company to book and pre-pay two rooms in two hotels in two different European cities for early summer, 2020. Co-vid forced hotels to shut down. I called/emailed Hotels.com several times to re-book or get refunds. LITERALLY HOURS SPENT ON THE PHONE! NO REFUNDS. Vouchers only, and for ONE ROOM ONLY. I lost money used to pay for second room, and I had to pay taxes and fees a second time. Re-booking cost me a small fortune. TERRIBLE POLICIES, TERRIBLE CUSTOMER SERVICE!!! I WILL NEVER BOOK WITH HOTELS.COM AGAIN!

I had to cancel two days prior on a hotel reservation due to testing positive for Covid-19. Hotels.com still charged me the 30% ($42.00) for cancellation fee. I guess they would have rather I showed up with the virus? I tried to use their chat program but you only get automated replies. Will not go through hotels.com again!

My experience with this website is terrible. My family and I booked at Hollywood beach since February and our reservation was for July. Other family members were coming from another state and everything was planned. Less than two weeks before our vacation, our reservation was not coming up online, so we decided to call. After talking to Hotels.com, which absolutely did nothing. We decided to call the hotel and apparently they never received a reservation. We called the hotel directly and hotels.com and they were both blaming each other for the cancellation. Without any emails or texts that the reservation had been cancelled. I will never count on Hotels.com ever again. We don't know if we're even getting our money back. DO NOT COUNT ON THEM.

I booked a room thru Hotels.com in case I needed to stay in area after a medical appointment. I chose the Rodeway Inn Madison Northeast. It was not accessible, dirty and a homeless shelter. Don’t rent to public if that’s the case.

Hotels.com, an Expedia company suck! There were problems with the internet the night we booked and we could not get our booking to complete, so we kept trying for hours. We called them that night and they said that there was problems reaching the hotel. Later we find that all the multiple bookings for the same room, same date, same person ALL went though on our credit card. However these fraudsters will not refund us even after explaining what happened to them all week on chat, phone and email. Avoid HOTELS.com, they totally SUCK!

Hotels.com's customer service has been head and shoulders above similar companies, taking the time and care to actually fix booking issues and obtain desired and appropriate solutions. I will definitely be sticking with this company in the future. The customer service chat specialists helped me obtain a refund for an initially non-refundable booking within days of when I was supposed to be checking in. This has not been my experience with similar companies. Hotels.com emailed me when they said they would and kept me updated throughout my claim process. I was very satisfied with their responsiveness and results.

We had booked into the "Prama Sanur Beach Hotel" in Sanur, Bali. Hotel booking dates in... May 6 2020 out... A $3244.50. Paid in full July 2019. Coronavirus hit, we were not allowed out of Australia (Government Legislation). Not allowed to enter Bali (Government Legislation). We contacted the hotel and it was confirmed by telephone conversations and emails that our holiday dates and bookings had been cancelled. One would have to assume by HOTELS.COM or one of their other companies? It was Confirmed by the hotel management that the hotel was in fact closed until further notice!

Can I give them zero stars? I have used Hotels.com for years to book accommodations around the world as they usually have a good variety of properties in most cities and I never had a problem with them. I also never had to use their "Customer Service" before either though. After the Covid-19 cancellation fiasco, however, I will never use Hotels.com again nor will I recommend this company to anyone else.

Worst service provider.. You try and get the deal and save a few dollars, but now I’m starting to realize it’s always best to pay a few extra dollars and get the best service available. After having booked three weeks in advance the day we were supposed to check in one of the Hotel Agar they called and advised they over booked and there were no rooms available. After explaining to them I had already scheduled my time off from work and being on hold for about thirty minutes I was the told that there was a leak in the room and no other rooms were available. First and last time for this service with hotel.com.

I had fully refundable booking in France, paid in full in January, 4000 USD. I requested refund in March (deadline to request full refund was in April). I got confirmation that the refund was processed... And I never got the money. Despite the fact that I have all documentation, including proof of payment and proof of refund, Hotels.com does not take any responsibility for the booking. They are scammers!

If it was possible to give zero stars, I would. My hotel was shut for March & April 2020 during COVID (during dates of my stay) & my booking was subsequently cancelled. Zero communication from Hotels.com through the entire process. Eventually, hotels.com told me I would receive a voucher only because the "hotel would not agree to a refund". I contacted the hotel directly (in writing) who confirmed that they had actually NEVER BEEN PAID by hotels.com and would gladly give me the money back even if they had! When I flagged this to hotels.com it went on and on without any response. Eventually I raised an AMEX Dispute with plenty of documents, including the hotels confirmation of being shut during my travel dates, my original cancellation with refund confirmation, etc.

I have had a good buying experience with Hotels.com prior to Covid-19. But I would warn you that their customer service at the present time is useless if not adequate if you need to get a refund after the cancellation policy kicks in. Our travel plans changed because our flight was cancelled due to Covid-19 and they were unable to get a hotel refund one day before the check-in date. I had to call in the Hotel directly to get a partial refund and was told that the cancellation request came a day late from Hotels.com. They fumble the ball, they lost a client and earned themselves this bad review.

Prior to COVID, I had a good experience with this company. However, trying to get a refund for a hotel, where the Hotel chain has advertised on their website that they are offering refunds, has been a nightmare. Could not get through to their customer support, so tried using Messenger, which referred me back to the customer support phone. Several e-mails and several phone calls later, I keep getting the same message-that Hotels.com is unaware of any refund for previously non-cancellable rooms and that they "cannot reach" the hotel to clarify. Asked for some assistance on this through the hotel chain itself (Hilton), not for the refund but for something in writing that I could send back to hotels.com, but they just tell me to deal with hotels.com. I understand that these are unique times, but I have learned that it is better to book rooms through the hotels directly, rather than using hotels.com (often at better rates going direct as well).

March 17 2020... unable to fly to destination. Informed hotel and Hotels.com. 4 months later.. hundreds of emails and calls.. they will not return my payment.. even though they sent an email saying they would.. in April 2020. Promised on July 1 to receive a voucher in 7 days.. Now July 10.. nothing. Staff just press a button and refer me to chatline or call UK.. Both useless. High priced company with low morals.

My family was supposed to take a 2 week trip in July to Ireland and travel to Belfast, Scotland, York, and London. Our trip was cancelled by the European Union. United States Citizens are banned from Ireland until maybe sometime August. Technically the United Kingdom is still part of the EU. THEY HAVE NOT BREXITED YET. Even if we did go to the U.K. we would be required to quarantine for 14 days? How is a European trip supposed to work when all you get to see is the inside of your hotel room and then leave. Our stays at each hotel is only 3 days.

The CV19 crisis is an extraordinary & unexpected world event and so businesses impacted need to act in an extraordinary manner to mitigate damage to their respective businesses. Hotels.com have been inflexible through the CV19 crisis - specifically in relation to the issuance of vouchers in lieu of refunds. Refunds should be the first option of course but they are not providing them in every case.

I have bookings that have been affected by Covid. I have continually called the given number and been hung up on. When I do get a hold of an agent, they tell me they will email the hotel and I should call back. The emails I receive tell me that I need to contact the hotel myself. All emails I get from them are generated and not from a real person that I can reply to. The rare occasion that I did talk to someone they told me they could switch my dates, but I had to pay an upcharge...after I received an email from them that said the hotel would change my booking under the same conditions. DO NOT USE THIS SITE!!!

After our booking was cancelled due to COVID-19 I have today spent 5 hours trying to rebook. We originally had 3 rooms and were trying to rebook the same 3 rooms in the same hotel however the voucher code we received from Hotels.com can only be used against 1 room. 2 phone calls cut off after 30 mins and an online chat where they cannot perform the booking on your behalf made me return to the call line where I finally got a call person of use!

In March, we were on vacation, and were not feeling comfortable being away from home. We reached out to SouthWest and they said we could change our flight to go home early. We tried to all day and the next day to reach out to Hotels.com and you could not get through to discuss that it would be best if we were home. So we reached out directly to the hotel, and they said we could break our reservation, they even gave us a letter. This is not being honored by Hotels.com and they are not refunding our stay. To add salt to the wound they do not even respond to email, or respond to any communication. Be wary of a company that can't treat you like a valued customer.

We live in Canada and will be unable to travel to the US for the foreseeable future. I am ok with getting a coupon rather than a refund however to be only to use it at the same hotel I booked at within a year is unreasonable given the circumstances of COVID. Hotels.com doesn't care at all and this policy is a money grab. I have spent hours on the phone and have been told a different story each time - I have record of past chat conversations and there are discrepancies each time. We are essentially out almost $2000. DO NOT BOOK WITH THEM!

Having booked 7 hotel rooms @ €2930 eventually received a coupon code with which to rebook at the same hotel at a later date. Having inserted the same details for the 7 rooms and inserting the coupon code the booking was not accepted. On contacting them after 30 minutes waiting I was informed to book them individually, after the first booking the code did not work!! Since this I have been promised :- contact by someone to explain how to use the coupon, another coupon and the promise this would all happen within 30 days! None of the above has happened and despite talking to 6 customer service agents NOTHING has been done which could mean I am €2630 out of pocket!

Booked a room for a concert in New Hampshire but the concert was cancelled due to the virus. I did call the hotel and they were going to cancel until they saw I booked through Hotels.com so I called them. Gerald **, the hotels.com rep said he would contact the hotel to cancel. He came back and said they wouldn't so I asked why were they going to cancel until they saw I booked through them? Out over $400 with no recourse. We have used them for many years to book vacations but I'll never use hotels.com again.

Residence Inn by Marriott Bartram Park overcharged my card 3 times. Customer Service for Hotels did a great job taking care of this for me. Hotels price was $20 cheaper and hotels.com wouldn't match it.

Their customer service dept. has not helped me get vouchers from hotel nights I had to cancel because of the Coronavirus in Italy. I did get one voucher because I contacted a hotel in Venice MYSELF! The other hotel in Rome did not answer me and I have tried to contact them but Hotels.com was not able to do so and has been telling me they would do that but to no avail and I have called them many times now. I WILL NOT be using their booking service ever again.

I booked a flight and hotel reservation on 3/12. I called on 6/13 to ask about rescheduling or cancelling due to the riots and COVID 19 issues, but stated not to cancel unless I was getting a refund. The agent cancelled the reservation, despite me asking three times not to do it. The company cost me over $1100. I called customer service four times. Each time I was told a supervisor would call me within 24 hours. The last time I refused to hang up until I talked with a supervisor. Despite my prior request to start a phone investigation, they did not. The last time I called they told me they found the call but couldn't hear it and they were escalating it to a "Level 3" complaint. Every person I spoke with asked me the same questions, gave me the same answers to my questions, and told me the same "Someone will call you within 24 hours" response. This company is at fault for cancelling the reservation and takes no responsibility.

Was on the phone for WEEKS trying to get a refund for my flight and hotel. They ran me around in circles and never followed through with their commitments. Was promised an email confirmation for my flight cancellation within 2-3 days, did not receive. Was promised a call back from a supervisor within 24 hours, did not receive. Called back 3 times, still waiting for my email confirmation and refund. A nightmare experience and will never use them again!

We booked a family vacation at a hotel in Spain. The hotel shut down because of Covid.... two months later and still no refund!! They initially emailed me that I would receive a full refund... then I received an email a week later that I would get a voucher instead. Awful customer service!!! I’ve been on the phone all afternoon, and I was hung up on twice.

I booked a weekend in Sedona for my sister and I. The room we booked only accommodated two people. I called the hotel directly and they rebooked us in a suite instead. I called to cancel with Hotels.com. They made me email owner to get cancellation in writing which he was happy to do so. After 3 days of dealing with Hotel.com customer service in which I can barely understand, I'm assuming they are using an out of the country call center, they refused to cancel, not only holding up the 2 rooms that were not being cancelled but the owner of the hotel had to call in himself to request a cancellation. Then I was told it takes 4 weeks due to Covid-19 to get my full refund. I dont know any banking institution that takes 4 weeks to refund a credit card charge. Disgusting company trying to rip people off being a 3rd party booker and trying to pay their bills and keeping peoples monies to buy them time to pay their bills. Just refund people's money back!

I booked a hotel via Hotels.com and travel was not possible as the hotel is still closed due to Corona crisis. Hotels.com refuses to refund my money and instead only offers to accept shifting travel dates into next year - here it comes: I agreed in writing directly with the hotel, that I can get the same rooms for the same price a year later. Hotels.com is now refusing to update the voucher and they argue that the hotel would be much more expensive and want an excessive amount of additional money from my end - even after me already being in agreement with the hotel, that the price remains.

Booked a vacation rental on 6/5 for June 21-25 and on the same day I received an email from the resort. I follow the link to find out that FL had updated their Covid-19 restrictions and they would not be accepting reservations from our state. Well Hotels.com already had our money. I called to cancel and 3 days latter the resort said they had not received my cancellation from Hotels.com. On the 3rd day I called Hotels.com and they now say I have to wait another 24-72 to hear back. They blamed the resort. The resort said that Hotels.com should call them expedite but Hotels.com said the resort told them to send an email. Hotels.com will not provide me with a confirmation that the cancelation was requested. Will never use Hotels.com. Now I have to wait 30 day for a refund to no fault of my own.