Hotels.com Reviews

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.

I was supposed to give my debit card to hold a hotel in Galveston. My bank notified me immediately that there was a large withdrawal, so I opened my bank app to see they had taken over $1200.00 out of my bank account. I immediately canceled the hotel reservation hold (within 2 minutes). I called, emailed, spoke to their online people. And all they can say is "I’m sorry ma’am." We are in a pandemic and it’s taking 30 days to refund your money. That’s not the issue— they need our money so they are holding it as long as they can in order to use it for what they need it for. I’m so angry! I will never use this company again. I’ve used them multiple times and this has never happened. They are desperate to keep/hold your money. DO NOT USE THIS COMPANY!!!

Booked a family holiday to Spain with Hotels.com, 5 rooms 10 people, at a cost of £3000. Hotel cancelled due to Covid 19, and we were happy to accept their offer of a coupon for the hotel as we are happy to rebook the same holiday for next year. Unfortunately what we were not told, was that the coupon can only be used to book one room not multiple rooms. Therefore we are left with a coupon that can only be used once, and only to book one room. How can a coupon be issued for a 5 room booking and not be able to be used to rebook like for like. I am expected to use the whole amount of £3000 in one booking and with only one room, which would mean my partner and I would need to book a 5/6 week holiday and the other 8 members of my family would not be able to take a holiday, even though they have paid for their rooms, how can that be right.

I had booked a room at the Hilton Phoenix Airport for March 17, 2020. This is the time when everything was shutting down due to Covid. Airports, etc, and we were coming from Florida. YES - I did take the no cancellation deal, however this is a most unusual circumstance and travel was shutting down! We wanted a refund and were wanting to return when things were safe. The Hilton will not give us a refund as Hotels.com will not work with them for this. So I am out $266 and I think this is totally unfair. I'm done with the Hilton and done with HOTELS.COM.

In the wake of COVID-19, we were forced to cancel our travel plans. EVERY other organization we dealt with made it easy to cancel even "non-cancelable" reservations. Even the airlines made it easy. We followed Hotels.com's posted instructions to cancel. We were patient. We heard nothing. When I finally called, it was clear they had done nothing. They told me I would just have to keep calling them until they could contact the hotel owner, absolutely refusing the follow up and call me back. When I told them that this was unacceptable, they refused to let me speak to a supervisor ("he doesn't talk to customers"). Then they hung up on me! This is the most unprofessional company I've dealt with in the Travel Industry. I will NEVER use them (or their parent company Expedia) again. Save yourself the hassle and avoid them!

Shocking Company. DO NOT USE! If I could leave zero stars I would! This company are UNLAWFUL and WITHHOLDING my refund. So far Expedia/Hotels.com have made a terrible situation WORSE! Expedia is the parent company of Hotels.com. This company's dirty tactics are disgusting. Constantly sending misleading emails. Changing the goal posts. I believe this must be a delay tactic. You cannot elevate your call any higher. You never speak to the same representative to conclude your case. After initially offering a refund. That was retracted. Then offered a voucher which has now also been retracted as we are been told we should have canceled our stay.

When a property called Houston Wanderstay practiced deception, we called upon Hotels.com to mediate by rescheduling the booking, then to refund the dollares, then to issue a credit, coupon, or the equivalent. We (me, myself & I) waited the full estimated wait tiempo 4 all tres issues on tres different occasions. I was told the hostel stay was about to happen, however we weren't there & if hotels.com had come on the line, I would've explained why. We paupers appear to be out of a biting $275 dollares or so.

Due to COVID-19, our trip to Spain was cancelled by the airline. All other travel partners, agreed to give us a refund on a non-refundable booking EXCEPT Hotels.com. To make matters worse, the hotel in Spain told us we could have a full refund. However, Hotels.com claimed they tried to work with travel partner and could only offer a voucher good for one year at that hotel. This is not at all what the hotel told us. Hotels.com has the money and not the hotel. So, the hotel cannot refund us directly. Hotels.com now refuses to respond to us. The hotel is still closed in June; we could not travel there. Yet, Hotels.com says this is no longer a force majeure. Do not use Hotels.com. We will never use them again.

I waiting refund more than 2.5 months. Not contact any more with hotels.com. Agent all time answers “Covid19”. So busy, and all time, when I ask, please provide manager, answer, “I am manager “. Terrible company.

Let me start by saying, pre-COVID-19, I travelled often and had been using Hotels.com for years. One bad experience has ruined all the good experiences. I booked a reservation at Excalibur Hotel and Casino in Las Vegas for a wedding in mid-June. Once I heard Las Vegas was going to open with only a few hotels, I called Excalibur but there was no answer. I called Hotels.com to see if they knew whether Excalibur would be opened, the rep did not. She recommended I rebook to a hotel that was confirmed to open. Of course, there was an additional charge of $40.82. I rebooked because I needed a place to stay. Four days later I receive an email stating Excalibur will not be opening and would like to reaccommodate me at no charge to another hotel.

I feel my experience is very similar to those who commented below. I booked a trip to Turkey in June for a wedding. Flights are canceled, wedding is canceled, hotel we booked is not even open. Hotels.com gave us the option of keeping the reservation (THE HOTEL ISN'T OPEN) or getting a voucher for the same hotel... WE WON'T BE GOING THERE BECAUSE THE WEDDING IS CANCELED. We lost 1k+. During this time where people are losing jobs and struggling as it is, Hotels.com will be keeping their money, and most people will never use their voucher/be provided what they paid for. How they decided to act during a global crisis is a reflection on how little regard they have for their customers. After this is over, and I will most definitely be traveling my ** off, I will never, ever again use hotels.com and will make sure to let people know to steer clear of this company.

Made reservations through Hotels.com to attend the Passion Play. Paris hotel informed us they were closing (coronavirus). Hotels.com will not provide a refund! What a ripoff. Never use them again!

Using the pandemic as an excuse to not refund a fully refundable booking for 30 days when you are just changing your reservation with them is inexcusable. Also no way to talk with a live person other than online chat. There are too many booking companies out there to deal with Hotels.com again.

I booked through Hotels.com and was very unhappy. I booked a King Suite. When I checked in, they gave me a double bed room. Traveling with my SO who is 6’7” and a double is way too small! When we checked in they didn’t bother to tell me that we were being downgraded. Just sent us on our way. Unloaded our car to find the room. Loaded our car back to drive back to the front. That was when I was told that “hotels.com” does this all the time and they were sold out of all king suites. The manager wouldn’t help and said I wouldn’t be eligible for a refund. Needless to say, I won’t use them again!

I booked a 2 night stay and was charged immediately. I decided to extend my stay so I cancelled this to recreate the new booking. They charge your card immediately but they will take up to 30 days to refund you. Customer service is of no help. Covid should have nothing to do with this. They should not be able to hold on to my $ this long. I will never book with them again and wanted buyers to beware. Call the hotel directly and chances are you do not have to pay upfront and can get the same rate or better!

On March 16th we tried to cancel reservations with Hotel.com. We tried for several hours to get through to their phone listed. Not being able to so, we called the hotel directly. Spoke with the desk manager. She stated she would cancel the reservations, but we would still have to contact Hotels.com. We tried for almost a week but there was no answer or a busy signal. Low and behold I received my credit card statement and the charge for the hotel was on it. They refuse to refund my account because I did not contact them. This company should be listed at the BBB with a F rating. If they had a minus rating I would give them a -5.

I booked a vacation to New York from April 4-9. March 15 the pandemic was starting to close everything down. I immediately called to get a refund on my hotel stay. They told me they refunded my CC on March 22nd and even sent me a receipt but let me know it may take up to 30 days to see the credit. On April 30th I still had not received a credit. I called and they told me my CC was holding my money. I tried to do a 3 way call with Capital One and Hotels.com and they refused to talk to them. I was then promised that someone would call me back. Never received a call. I finally spoke to someone with Hotels.com after hours of continuously calling and was offered a voucher for my stay. Still have not seen a credit in any form. They are stealing money and taking advantage of people during this pandemic. I am now out of $1891.00. Beware if you are thinking about using them in the future.

Had to cancel our room overlooking stadium in Toronto as Ball Games Cancelled, Hotel shut down and advise not to fly. We had prepaid, and have been trying to get refund/credit on $3500 ever since. They are a SCAM. I’m not considering getting a lawyer.

So, the COVID-19 had devastated the economies. It has also exposed how, "Services" like Hotels.com simply add complexity to travel. Their listed prices are not much better than hotels themselves, however to receive a refund, even when the hotel shuts down is impossible. Expedia and Hotels.com has simply made my travel experience feel like I have been mugged and stolen from. In the future, I may check prices through their websites, but will never ever book through them again. Save yourself from the lack of service; book with the entities themselves. After using this site, I feel violated.

I booked a hotel in San Diego that was not marked as closed to COVID-1.9. I booked it through hotel.com that had the cheapest rates and now I know why. They are a bait and switch company that can't seem to get their story straight. In short, I was given an immediate cancellation of my hotel booking, after I booked it. The email said that my refund would be processed.

Booked a hotel in Puerto Rico for April 10th. I could not flight to Puerto Rico due to Covid 19. Contacted Hotels.com for refund and was advised I would hear from them within 30 days. I waited and after no response I called. I called hotels.com and was told that the claim had been escalated to billing and that I would have a response in 30 days. I called back on May 18th, customer service stated that I can not get a refund, I connected to a “manager”. He advised there was no way to refund my money due to the fact the hotel booked had not released payment, therefore hotels.com could not refund any payment. I requested a voucher to use for any night through hotels.com, but the manager stated that they can just give me a voucher for 1 night to that hotel in Puerto Rico called "Sandy Beach hotel".

Booked a hotel for March 21st. The Hotel ended up closing due to Covid 19. Contacted hotels.com for refund and was advised I would hear from them within 30 days. I waited and after no response I called. I called hotels.com and was told that the claim had been escalated to billing and that I would have a response in 30 days. I’m now 60 days in and have gotten no correspondence in regards to booking. I called again and was told the same thing. I pushed until I was finally connected to a “manager”. He advised there was no way to refund my money due to the fact the hotel booked had not released payment, therefore hotels.com could not refund any payment. I asked to do a three way call with the hotel and was advised by the “manager” he was not allowed to do that.

Reservation for Hotel Lumières Montmartre Paris, France. My wife and I planned a trip to London and Paris for late May 2020. Airline cancelled flight due to coronavirus (currently trying to get travel insurance to refund that one). Hotel in London cancelled AND refunded stay. Tour of London cancelled AND refunded cost. Hotel Lumières Montmartre Paris, France refused to refund Hotels.com who in turn refused to refund us. Hotels.com agents simply read from a script that their policy would not allow a refund since the hotel would not allow a refund.

We had a hotel stay booked in St. Andrews when the COVID 19 broke out. Travel bans and even the hotel that we were booked in closed. I tried to contact the hotel and they stated we needed to go through Hotels.com. Hotels.com does not return calls, they just want your money and will not refund even with a pandemic. So sad. I'm 60 years old with other health issues. I will NEVER use this company again. So enjoy my money. You are really a company with no common decency to customers. I will post everything that has happened with this trip on Facebook and other social media platforms. If I can get others not to book with you... That is my job to show what a poor business you are.

My husband and I, in our excitement of pre-retirement, decided to do the Hot Rod Power Tour this year in June! 7 days, 7 cities, with around 6,000 other car enthusiasts! Made hotel reservations on Hotels.com in January for all nights except 2, when we will be in our hometown and near our sons home. All made in good faith, never in a million years expecting what has hit our world today, going for the guaranteed rate so no refunds.

Trying to cancel my trip due to Coronavirus. The hotel in Italy that I had planned, said that hotels.com was the one holding the funds and that they never received this. I have this in email from them. Meanwhile, Hotels.com is saying the opposite. Regardless, all I want is a refund or voucher to future hotels.com use. However they are only offering me a voucher FOR THAT SAME HOTEL. I live in the USA. I'm not going to Italy anymore.

I cancelled my reservations on 3/3 due to COVID travel restrictions to South Korea. The following day I received an acknowledgement for cancellation and full refund from Hotels.com, all I had to do was confirm the cancellation by responding to the email. I replied to the email then immediately received an email stating that I replied to an un-monitored email system. I called on 3/10 (in between flights) and confirmed cancellation. On 3/22, hotels.com advised me to file a chargeback with my bank, which I did. Hotels.com then disputed the chargeback, stated their no refund policy, and my bank deemed the charges were valid.

My friend & I had just 4 days that we could have a break away together in March this year. I booked Side Lowe Hotel, in Turkey for 8th-12th March at a cost of £261-79 & used PayPal. We booked our flights, but I became concerned when I didn’t receive a booking confirmation. I contacted Hotels.com who said they couldn’t find my booking or payment. They advised me to rebook & that I would receive a refund when they got the money from Paypal. Having booked our flights, I felt I had no other option, so I rebooked & paid using my credit card, this time £259-36.

Hotels.com booked a hotel for the next day and after checking out I received a receipt for almost 20% less than I was charged by hotels.com. After calling hotels.com and explaining the situation they would not refund the difference. The supervisor was very unhelpful as well. The support sounded like it was from India and it was like talking to a brick wall. I have nothing against India but these people could not care less about any mistakes on their part. I will never use hotels.com again.

I booked a room before covid 19 appeared on hotels.com. I was told it was refundable if canceled in time.. I canceled in appropriate time BECAUSE OF COVID 19 closed the hotel down. This was in Feb 2020. It is now May 2020. After several attempts I finally spoke with a representative who informed me to my dismay that I could not get a refund only a voucher at the same hotel only.. No I explained to him that it was a business trip that I had no reason to come back to that location. They did not care..No refund will be issued. I'm very disappointed with hotels.com. I've lost 300.00 plus... HELP ME. WHAT CAN I DO? WHO CAN I CONTACT?

Due to Covid 19 virus we, of course, did not get to keep reservation. I called every day-no answer. No way to leave a message or get a call back. I called the hotel - they could not help me. They could at least give us credit for another stay. Worst company ever. I will never use them again!

Booked a in Rome at the Bettoja Hotel Mediterraneo through Hotels.com. Virus came along and although both websites state that they will refund in full no matter how you booked the best I can get is a voucher up to 31st May next year. Who knows what will be happening in year. DO NOT USE THIS COMPANY. IT IS AN EXPEDIA COMPANY and do not book this hotel!!

I made nonrefundable reservations through Hotels.com on February. Then this covid issue happened. Around one month ago I contacted the hotel through hotels.com system if they can cancel my reservation and they replied me back they have canceled my reservations without any penalty. I turned back to hotels.com and ask them to cancel my reservations but they don't accept the refund. I have send many mails to them, at first they were saying that they can't reach to the hotel to confirm the cancellation.

In Feb. 20, 2020 I booked a Hotel in Saudi Arabia For March 17 but few days later Saudi Arabia denied entry for all visit visas. I called Hotels.com to cancel my reservation, they gave me confirmation number and told me that the money will returned to my Credit Card with 4 weeks, I called after 4 weeks, they said don't worry, we will assign your case to bla bla bla and try to communicate with the hotel. I called again after 8 weeks and the operator said the same exact words: we will assign your case to bla bla bla and try to communicate with the hotel. So in 8 weeks they can't communicate with the hotel and return my money while all other travel agencies and hotel reservation agencies returned the money without any need to call again.

Updated on 06/14/2020: I booked a stay at the end of my cruise for 2 rooms (4 in our travel party). The cruise was cancelled by declaration of the US government and the port of disembarkation was closed to cruise ships by the Canadian government. Obviously the hotel booking was unusable. I asked for a refund. Hotels.com responded with (an unusable) credit. I can only use it at the original hotel (I can’t get there), only for one stay, only for one room (not what the original booking was for), and for a largely unusable time period. A credit that is not really a credit. Do not use Hotels.com.

I booked a reservation on hotels.com for a trip to the D.C. area that did not happen due to COVID-19. I canceled the reservation on hotels.com two weeks before the date, and received an e-mail that said "as requested, we’ve canceled your booking. It’s all done, so you don’t need to do anything." I was still charged the night of the reservation. The hotel said they never heard from hotels.com. So hotels.com agreed to refund my purchase themselves. But then I received an e-mail from them saying that because the hotel had charged me, they could not give a refund, and that I should have canceled with the hotel. Which would have been helpful to know when I first sent them the cancellation and was told there was nothing further I needed to do! Very poor service and dumb rationalization.

Some time ago I made a reservation through Hotels.com and showed up at the Ramada to only find that they did not have my reservation, but had a reservation for me two weeks in the future. The hotel cancelled the one and gave me a room that night. Hotels.com apparently does not allow hotels to move or cancel dates so they charged me anyway, so I had my credit card cancel the charge, then hotels.com disputed that months later taking my money for services they never rendered so much as the opposite. All in all an expensive headache for ever giving them my information.

I used Hotels.com for the first time in February 2020. Due to Covid-19, my plans were cancelled, and not by me. I contacted Hotels.com about a full refund (their customer service associates are awful, and they are located in the Philippines and are hard to understand.) They just now (4-24-2020) sent some kind of coupon that I “can” use for future bookings. I’m unemployed now and won’t be able to use that coupon ever. I need a refund, Hotels.com is not concerned at all about people who, not by choice, had their plans canceled and need a refund. They refuse to give me a refund. I have reached out to my credit card company who are now investigating the situation. I would highly recommend staying far away from using Hotels.com!

Think twice before booking with this online site. There are more reliable ones to choose from. My 18 year old daughter booked an early June vacation for her and her friends. They had 9 hotels booked. Unfortunately due to the stay-at-home orders, many of them are out of work. They do not have income and cannot afford the trip any longer. The hotels were prepaid and booked directly through the hotel or through other online booking sites. EVERY ONE of them was willing to refund her money, except for Hotels.com HOTELS.COM IS TAKING ADVANTAGE OF AMERICANS WHO ARE NOW STRUGGLING UNDER THE WEIGHT OF THIS PANDEMIC and using "policy" as an excuse. Apparently making a buck is what is most important to this organization. Very disappointing!!

I've used this company to make bookings around the world, also along with their competitors, as we also have a house in the Algarve, Portugal. In the last 12 months we have regularly made bookings. Due to our unhappiness with Hotels.com from a previous booking, where we made an error (our fault) with the dates which we rectified the same day. We still lost our "total payment " when we made a two night booking at the Melia Hotel in Seville Spain.

My hotel booking for April 2020 was cancelled by the hotel in London due to Covid-19. Hotels.com sent me an email asking me to call. I was unable to get through to anyone at Hotels.com as the recorded message ended with a disconnecting of the call. Eventually they sent an email saying they would refund my money. But when I finally reached someone on their site via chat, they said no refund is forthcoming only a voucher good for one year. I have not received this voucher as of today. But since I am newly unemployed, the likelihood of using a voucher within one year for international travel for me is zero. Essentially they have chosen to keep my money and provide no service. I will never use Hotels.com again. These are unprecedented times, they should realize that the average people using their service are not people who can afford to lose $800. I could sure use the refunded money for food and rent.

Have a reservation for the a large NAA conference in Boston for June 5th through June 20th. The conference has been officially cancelled by the National Apartment Association in writing because of Covid 19. We paid in advance for the booking and it was nonrefundable obviously not knowing of a looming pandemic.

While every big and small business are offering REFUNDS OR CREDITS including all airlines, all hotels, all business, HOTELS.COM IS NOT GIVING EITHER!! DO NOT BOOK FROM THIS WEBSITE. Their bookings and staff are all completely rude and unknowledgeable. Customer service is hopeless.

Me and my wife went to her birth town in Colombia, Cartagena Dec 2019. When arriving to our booked Hotel our booking did not exist. Hotel said that they cancelled all bookings and collaborations with Hotels.com since they did not pay for the visiting guests. We contacted Hotels.com through their Facebook page since it's not possible to call from Colombia without great charges. They said they would fix it and come back to us the next day... They never did... and so it went on. Every day the same message... "We will fix it, contact you tomorrow."

I used Hotels.com for all my travels, but not any longer. Last year my wife and I went on a two day trip, the hotel did not promise what they agreed to so I contacted Hotels.com and they said the only thing they could do was to give us a $100 coupon to use within the next year. We said ok. I booked another hotel within the year, but with the COVID-19 going around before I had a chance to re-schedule the booking HOTELS.com cancelled the booking. I got my portion of cash refunded to me on the 29th day after it was cancelled.

I have used this service for the last few years but no more. A few months ago we made reservations in France for May - non refundable. Of course we can't make the trip now. The hotel says they will not charge Hotels.com. Hotels.com says "too bad", no refund or credit or anything. Can they do this?

I am shocked to read the below comment/s about being refunded by Hotels.com for non-refundable room cancellations during COVID-19. I had 3 hotel bookings, with a total value of $10,000. Yes, this is not small change. All rooms were FULLY refundable. When the virus started hitting I cancelled my accommodation as my rooms were refundable. It's now coming on 5/6 weeks, and I have ZERO refunds. You cannot call Hotels.com as they won't take you call without an active booking - all of my booking are not even in their system anymore. I email them, they lie and say your bank takes 30 days. What is it, 1942? It's 2020 and payments take less than 3 days.

We had reservations in the Galapagos for 3-2020 made back in Sept. 2019. When the virus hit and all travel was cancelled they gave me a refund on1 night out of 3 even tho I had to cancel a month in advance. All other reservations were either reimbursed or transferred to a new trip next year. I went back online after a period of time to request the rest of the money I had paid in good faith. No response. Looks like they will be keeping our money for 2 nights About 250.00. If I had gone thru another booking site it would not have been a problem. I would definitely urge you to not use this website for your hotel bookings. You will be sorry. Booking.com and Trip Advisor and Trivago would be a safer option should anything come up out of the blue such as Covid19. Totally disgusted.

I could not travel to my resort due to to government Level 4 travel advisory. Regardless of cancellation policies hotels.com should’ve fought for me. This was completely out of my control. Shame on them during this time of crisis.

My sons wedding was to be on Mothers Day so I felt comfortable booking a non-refundable room. Who knew COVID19 would hit. I would just like to change my date, no refund. I have emailed, called, tried messaging through website and even canceled with absolutely NO response. I have had no problem with Hotels.com in the past but due to their lack of empathy will NEVER use them again. Calling the Holiday Inn directly does no good, they refer me back to Hotels.com.

I've been using Hotels.com for years. I haven't had negative experience but I usually prefer other booking websites more because their support is easily reachable. Having said this, I've made many reservations through Hotels.com too. I am writing this review about Hotels.com because most of us have had reservations during the Covid-19 outbreak and I am sure you've all had negative experience dealing with cancellation issues related to flights and hotels. I also experienced some good and some bad cases so I feel it is right to publish a positive comment for Hotels.com in a time when many airlines and accommodation websites tried to benefit from the situation and didn't offer their customers refund for a reservation during the coronavirus period.

Updated on 11/07/2020: On 4/10/2020 wrote a review about the lack of concern displayed in their lack of attention to a request I had about a refund, due to my cancellation of a room during the start of the COVID pandemic. No answer or explanation whatsoever. Just ignoring an honest request for what is an obvious legitimate claim is the utmost of consumer neglect. I plan on many more trips after this pandemic is over and Hotels.com uncaring attitude to my request and others that I have read about will undoubtedly have me do business with other companies that do care about customer service.

I booked a room for Aug 14-15 which was advertised credit card will be charged when checking in. It is now April and have the charge already posted to me credit card. Cannot get an explanation from them. Cannot get an answer from them. Very poor service.

After booking a trip, we found a cheaper rate. When we attempted to request a refund for the price match, we were told they were having "technical difficulties", so submit a request for refund with a copy of the screenshot of the lower rate (which is what we did). We tried reaching out to them for over two weeks and were still having "technical difficulties". Once we FINALLY got through, they refused to refund the difference because "all of the information needed wasn't available" (even though it was and tried explaining that to them several times). Bottom line, they don't want to price match and won't. They don't stand up to their word.

I have booked numerous hotels through hotels.com and have always contacted hotels that don’t have receptions on the day of arrival letting them know what time we will be arriving. When we booked City Apartment By The River it stated on our reservation “Your booking is guaranteed and all paid for”. We tried to call the apartment at 14:20 on the 22 December 2019 as we were planning on going to the hotel around 18:30 and wanted to give them plenty of notice before we arrived. The phone number that was on the booking confirmation didn’t seem to work. I then phoned hotels.com on 22 December at 14:34 and explained to them that I couldn’t contact the owner, they then put me on hold and tried to contact them, but they had no luck.

I made a reservation through Hotels.com on 5th Dec 2019, on a ‘pay at check-in’ basis, for a stay on the 6th-9th January 2020. Res. Number ** - CONFIRMED. I selected ‘free cancellation’ up to 30th December. My credit card was given as security only in case I didn’t turn up, or cancelled after 30th December. The Hotel IMMEDIATELY charged the card for the full amount.

I cannot believe how truly inept this company is. Due to the border closing/Coronavirus, I was unable to fulfill my Mexico hotel reservation. I was hung up on twice, then finally reached someone 3 days before the trip. The barely speaking English agent said he couldn't reach the hotel, but that I would receive an email within 48hrs with instructions for cancelling and receiving a refund. No email. I tried them all weekend and their two numbers said they "were having technical difficulties" and was disconnected. They obviously don't have anyone working over the weekend.

I usually use Hotels.com to book all my hotels through the year as a silver member, but during this virus emergency they are unresponsive, I have waited a week with no email reply and their customer service line is down. There is no way to contact them to receive a refund from the hotel that I booked which notified me that they are closed during this time. You can't be a large company and not have your customer service line be functional for over a week. You don't even have an option to wait in queue. This makes me rethink using them in the future.

I booked an nonrefundable rooms thru Hotels.com but couldn't travel due to coronavirus. The hotel would of allowed me to cancel but couldn't since it was thru a third party. Call hotels.com to cancel and said, "Sorry too bad. You shouldn't of booked a nonrefundable room." Lost $ 1500. Avoid this company. Go with someone else who sees what's happening on the real world.

I have booked trips both domestic and international on quite a few online booking websites in the past (ie: Booking.com, Agoda, Bookme etc) and the experience I had so far has been decent to say the least, having said that Hotels.com really left me horribly disappointed. I strongly encourage people to avoid this company, the service they have provided is completely incompetent and appalling. Customer support is also utterly inaccessible. Here’s my experience:

I gave up on calling the cancellation number and called the reservation number. After waiting on hold for 2 hrs and 19 minutes I finally spoke to someone that said they can't help me as it's a different department. I let her know that I know that but the phone number is broken for the last 3 weeks. She said she will transfer me. It went right to the broken number that Said it was having technical difficulties and hung up. What a waste of 3 hours.

I finally figured out how to get ahold of a real person. If you go to their online chat agent and type the words receive a phone call, it will ask you for your phone number and after you put it in they actually called back within 2 hours. It's the first time in 3 weeks I have talked to somebody more than 3 minutes. That was any bit helpful. She was able to issue the refund after talking to the hotel manager. To anyone trying to get a hold of them please use this method. Like I said I have been trying for 3 weeks and this is the first time and the only way you can talk to somebody worth your time.

I’ve just starting using Hotels.com this year... No more... I will never use them again. Nearly all hotel chains have put in place ethical Coronavirus refund exceptions. Hotels.com is not following these hotels and keeping customers' money. They are intentionally blocking cancellations due to coronavirus when the hotels have been quite willing to make a refund. The Coronavirus is causing a World Crisis and Hotels.com does not care! You have several hours on hold and end up hanging up. This is the most unprofessional organization I’ve dealt with during the crisis. They don’t care!

I had to check out early from my hotel. The hotel told us we would receive a full refund but had to go through hotels.com. I have been trying for a week to get through and cannot. There isn't even an email to try and get resolution. Don't use them!

This company are very inflexible. They have no customer service e mails. Telephones take 1 hour to get answered and then you are fobbed off. The hotel rooms are advertised as cheap. They are not available elsewhere for less.

I recently booked for the first time on Hotels.com. My brother was flying out from the UK and we would ski a few days at Blackcomb. Then novel Corona virus. He is on lockdown and can't travel. The ski hills closed. Now many hotels are closing. I'm over 60 and at risk. The Federal and BC Government health recommend aborting all NON ESSENTIAL travel. I called Hotels.com a number of times. There isn't even a recording, just out of service. Same with the parent company Expedia. NO email address to correspond with. Just abysmal service, but aren't they in consumer service? So they do an awful job. My room was a no refund room. How can they have such a thing. And given Covid 19 now they should be looking to keep customer for when this blows over. I will see them in Small Claims Court. A judge may feel that there are extenuating circumstances with the situation. So, be very careful about Hotels.com as they have terrible customer service.

Hotels.com pretty much plays the avoidance game during a time of crisis. They are not available by phone, by chat, online, email, just not available. Online if you cancel, it says money will not be refunded. Everyone around the world knows we are in the middle of a pandemic and people cannot travel. Everyone knows the financial crisis to families. I'm a single mother who planned a weekend getaway prior to this who now needs the understanding and availability to alleviate added stress of this company who I have been a customer of for many, many years. The 300 dollars certainly would help along with the closure of knowing this is resolved and one less thing to worry about during this time. Very disappointed with this company's methods.

I was a long time proponent of Hotels.com...no more... I will never use them again. Nearly all hotel chains have put in place ethical coronavirus refund exceptions. Hotels.com is not following these hotels and keeping customers' money. They are intentionally blocking cancellations due to coronavirus when the hotels have been quite willing to make a refund.

Hotels.com asked for individuals with travel plans in the imminent week COVID 19 looked as though travelers would impacted (last week). The week of March 16 is when most businesses posted COVID19 messages to their business sites. Respectfully I understand this was a lot to ask of your employees—any employees to take on the call volume you did. It would appear you were not at all prepared for the amount of people who flooded your phone line and website. We even resorted to leaving a help message on the Hotels.com gift card page after holding each time we called for hours to speak with someone for 2-3 hours or wait to chat on the chat line with someone for up to 4 hours. No response.

Considering the circumstances with COVID 19, I was a little surprised when this company wouldn't give me a refund. My flight to Europe was cancelled, and my airline cannot tell me when there will be another flight. The situation with the corona virus will, no doubt, go well past May 1st. The three nights at the Oasis Cordoba hotel in Cordoba, Spain cost just under $400US, and I think it is unreasonable for Hotels.com not to give me a refund. Confirmation # **

I booked a hotel for 4 nights (April 13-17) to Clearwater Beach Florida. I prepaid for the trip. I had to cancel due to heath concerns with the coronavirus, the beaches are being closed. I was charged a night and taxes for one night to cancel $187.38. The airlines and rental car company refunded my entire monies. I tried to speak to agent but could not get past the virtual Operator on the website. I am very disappointed.

I booked 2 bedroom hotel at FuramaXclusive Ocean, Beach Seminyak through Hotels.com. I was supposed to check in on Sunday 22/3 until Sunday 27/3/2020. Due to the corona virus circumstances my flight has been cancelled. As the conditions of my booking is nonrefundable I email Hotels.com if possible for me to reschedule. This is their replied :"Please note that Hotels.com does not support cancellation or modification of existing bookings via email. If you like to cancel or modify your existing bookings, or make a new booking, please contact us by phone for assistance." So I contact them many times, never able to talk to anyone, always put on hold which a lots of advertisement to listen to. I am very disappointed the way they handle this matter.???

I would not recommend Hotels.com to anyone. I booked a room through hotels.com in Europe which was scheduled during the Covid pandemic ban on travel. When I tried to cancel they would not respond to my emails and their message. When I called stated they were having technical difficulties. I tried to call for over a week and received the same message. I understand that this is unprecedented time but this is no way to conduct business. Don’t book with them unless you want poor customer service.

Booked hotel and because of the virus can not travel but cannot contact Hotels.com for refund. Their site stated the the hotel must waive the fee, after contacting the hotel they are happy the release the booking but it needs to be released by hotels.com first and I cannot reach anyone, tried the web site. "No agents available." Phone call are operators are busy.

I have used Hotels.com - an Expedia group company, and the Expedia website for flight booking as well as hotel bookings. In fact I am their silver member on hotels.com. I was happy with the fact that they give a free night for every 10 nights we book. However, recently I noticed that they have started charging our credit card even for fully cancellable bookings - not just blocking the card, but actual charge. I was not very concerned as I thought it just meant a liquidity issue.

I tried ALL day to cancel my booking. I saw on the website that I was eligible to cancel and get a refund (Corona virus). I tried to chat with an agent but no one was ever available. I wrote emails... and tried calling the number given on the website .. but got hung up. Very disappointed.

I booked a hotel for 20 nights, but’s due to Coronavirus I can’t physically leave Australia. Yet I get no reply to my emails or phone calls. I’ve contacted the hotel and they have no problem with refund/ rescheduling my stay, but can’t do much since I booked through Hotels.com. Terrible company, I’m $3000 out of pocket. I booked through them before with no problems, but it's times like this when you get to know people.

Like many others, I Booked a room for a trip for a scheduled event. Event is canceled due to the Viral Pandemic. Tried to cancel or even change the dates of the hotel, and reached a dead end with the website, which has no contact information and no one that will help. They just plan on taking $130 from me for a room that will be not used or used by someone else. In the real world, this is called theft. Based on the other reviews, a class action suit will be in the works for this Anonymous Jackwagon who owns this scam business.

I booked everything using Delta. They use Hotels.com for hotels. My flight was canceled because of the Coronavirus and everyone but hotels.com gave me a full refund. I called the hotel and they would have gave me a full refund if I did not use 3rd party (hotels.com). I will make sure I never book with this company ever. Already out of work from this virus then this company could care less. Couldn’t even call saying they having technical issues.

I reserved a room only to find out once I got to the hotel that the room was actually CHARGED ALREADY! I always reserve to prepare for possible changes. I booked the room for $120 or $140 a night. Covid-19 caused an adjustment of $74 a night to happen at this hotel. I ask the clerk about price changes because I figured one had happened since I booked the room a week earlier. I been calling Hotels.com daily about this adjustment since my stay 3-13-20 through 3-15-20 and cannot reach anyone. I have had numerous dropped calls, voicemail recordings stating that a large call volume is causing a delay and they apologize. This call volume has been going on a week this Fri!

On 3/19/2020 I received an email from Hotels.com stating "We're writing to let you know that we've processed your refund. Refund amount: USD 399.44. Lesson well learned. In the future, I will think twice about making 'non-refundable' purchases to save a few bucks.

I've been trying to contact Hotels.com for over 4 days and have been on hold for a combined total of over 10 hrs. I've been hung up on several times and now my booking is almost here and I'm going to lose my refund. I've spoken to the hotel directly and they have assured me of a refund but hotels.com needs to contact them first.

@Hotelsdotcom is the ** greedy company there is out there! Can you believe that with coronavirus spreading, everything closing, and the fear all around us @hotelsdotcom is refusing to cancel a reservation in Miami!? Greedy ** will never see my business again!

I reserved a hotel room from Hotels.com mid-February as my daughter, niece and I planned a girls trip to visit my son and do some shopping. Now we have a global pandemic, and my son may have the coronavirus, so I have been trying to contact Hotels.com to change the reservation if possible since this was a nonrefundable reservation.

I was not able to get a refund from Hotels.com. All the closings of businesses and danger of contact with the public are very evident. This is obviously a difficult time for everyone. I believe that under the circumstances hotels.com should refund anyone's cost for any room. I tried to contact their customer service to no avail. I will NEVER use their service again. Don **

Made room reservations for my sons college graduation through Hotel.com six months ago. Two months out we find out the graduation has been postponed do to the coronavirus with no makeup date posted. Contacted hotel.com to cancel and rebook. They sent email cancellation with no refund. Tried calling back and can’t get through. Recording plays and then automatically hangs up most of the time. I will never use them again. I will think twice about using any of those 3rd party services. If you don’t take care of you customers, someone else will!

I booked a room on Hotels.com and due to coronavirus I had to cancel. The hotel confirmed my booking was canceled and they stated that I had to get the refund from hotels.com since they accepted my payment. After days of trying to contact them and get this resolved I had to call the number on the back of my credit card to have them resolve this issue. Hotels.com DOES NOT HAVE AN EMAIL ADDRESS OR PHONE NUMBER POSTED ANYWHERE ON THEIR SITE TO GIVE A REAL OPTION TO GET HELP AS A CUSTOMER WITH A PROBLEM. They do this on purpose to make you give up so they can keep your hard earned money for a room you will not be able to stay in. I will NEVER use hotels.com again and I will bad mouth them every chance I get for the rest of my days.

March 2020 with Covid-19 taking control many countries have placed restrictions on travel New Zealand Rarotonga... We were booked to go on 26th March. AirNZ contacted us about flights and advised to either rebook or put booking on hold for a year with no loss... So did AirRaro... But our Resort Bookings done through the site Hotels.com.. No help there... If you try contact them the phone number on their site is down.. Other numbers in other countries have auto answer that cut u off.. Then the website...log in check bookings.. Change your booking click on that and it says you can change your booking easy in 2 steps.. Scroll down and you see your name. You can change that... Scroll down and theres the menu area to change dates... It's not working.. Being a mobile responsive web designer I check the source codes to find out that all those drop down menus are disabled...

I booked a motel for the end of April. My venue was postponed with no reschedule date due to the Corona Virus. I tried to cancel online but it tells me that no refund will be issued. Customer service won’t talk to you unless your trip is within the next 7 days. I will NEVER book through them again. This is a national emergency and they aren’t being reasonable at all.

Although my Hotels.com reservation was listed several months ago as non-refundable, Hotels.com will not issue a refund in light of the Coronavirus when the travel industry is trying to help. Hotels.com could offer later date reservations or other options.

We needed to cancel our travel plans due to the present coronavirus outbreak. All public venues/events have been ordered to be closed. We booked through Hotels.com months ago and now need to cancel. The hotel's cancellation policy has us well within our refundable window. However, hotels.com is not allowing for a refund.

I'm trying to cancel my hotel reservation because of the coronavirus travel restrictions but whenever I call, it says the system is out of service and to call back later. This has been going on for over a week! The online chat is useless and the online self cancellation option will not provide a refund. You should at least be able to talk to someone if you have a problem even if you have to wait a long time. It seems like they are just using the excuse of technical difficulties to blow everyone off. I'm never booking with them again.

Goodness... so thankful to have a happy ending to this fiasco. After calling for two days and 20-30 calls with hold times of at least 20/30 min each, being transferred all over the place (even to Mexico????) I FINALLY reached someone who would/could help me **. Got my booking changed for later dates by Jane. I was having stress pains from all the holding and transferring and dropped calls. I don’t ever want to go through this again.

I am so disappointed in hotels.com. Due to the current Covid19 crisis, all of our travel plans were canceled. NCL issued 125% credit for future cruise; Delta issued full refund; hotels.com on the other hand charged me $129 to cancel. Seriously? This is totally outside of my control... The last thing I wanted was to cancel our dream vacation. The world is in crisis, lockdown so to speak. Shame on you Hotels.com for taking advantage of travelers.

With COVID-19, who doesn't know the seriousness of this virus? The world has declared this virus pandemic and traveling and large gatherings have been banned to control spread of the virus. Yet, Hotels.Com takes pride in robbing the clientele. They provide a fake number and some of the staff tell nothing but white lies. I booked a hotel through this company way before anyone could anticipate the invasion of the COVID-19 into the USA. This was my first and the last time to ever book anything through hotels.com.

Refuses to credit/refund my booking because of the rate chosen at the time of purchase. Could anyone have predicted an international pandemic six months ago? NO. The answer is NO. And instead of being generous and flexible like the hotel chains they book for, they are greedy and cruel. Hotel chains are willing to refund and Hotels.com won't. Then they don't answer the phone or email back. Hmm... maybe there is a reason for that. Shady and greedy and awful. I will NEVER book with them again and will tell everyone I know the same.

I have been trying to cancel my hotel for over a week now, the event I was going to was canceled due to the Covid virus, first their website would not show my booking on my account or by using my confirmation number to search it, when I entered my email address it said they had no booking with that email, in fact it did not work until the day it was one day too late to cancel with a refund, the number to call them is not working. I can't help but feel like this is being done intentionally so they can get away with not canceling, I also selected the more expensive booking so I could cancel if I needed too, so now I am being charged that amount... Great, I do not recommend.

I've actually reserved hotel rooms through this site before and never had a problem. However, in the chaos of the National Emergency due to COVID-19 many states have been shut down and places so travel is at a standstill. I booked a room a week ago prior to all of this panic and unfortunately it was a non-refundable room. In the light of the situation that is uncontrollable for many of us I would have expected that Hotels.com would have made accommodations to provide adequate staff to handle the many calls to cancel or change reservations. That did not happen. Instead all of their numbers have been shut down, chat shut down and they are REFUSING to answer any Facebook and Twitter messages!!!

After an event was cancelled due to virus related meeting limits, I wanted to move this reservation -- no way to get through. Phone calls get chopped off, chat goes nowhere. Use this site for price info, but it seems to be better in most cases to just book direct w/ hotel.

I used Hotels.com to book a hotel stay in Chicago, originally scheduled to arrive there on March 25th. I made the booking back in January, 2020. One of the reasons I used Hotels.com was because they advertised that if I had to cancel, if I did so more than 10 days in advance, my money was refunded. I would never have booked so early without this guarantee. The event I was traveling to Chicago for has been cancelled. I therefore cancelled my booking on Thursday, March 12th -- more than 10 days in advance. When I cancelled, I was told I had chosen a "special" non-refundable fare, and that there would be no refund.

I booked and prepaid a room at a hotel accidentally on the the wrong night (the site auto-prompted me for tomorrow when I needed tonight). I immediately realized my mistake and tried to change the reservation but it was uneditable. The hotel said only Hotels.Com could make changes, but their phone line is literally broken and just hangs up on me, and their chatbot just went in circles dozens of times saying try again later. There's no other way to contact them, so I'm screwed. I booked the room again for the correct night, effectively paying for it twice. Again, my initial error, but no way to fix it. Terrible customer service.

February 7th 2020 I made a reservation for two at the a/m hotel. We were booked for March 29th through April 2nd. On March 12th 2020 we cancelled our trip to Greece, primarily in the worry of being stranded in Europe and also possible difficulties in returning to Canada. March 13th 2020 the Greek Government effectively killed any point in holidaying in Greece with their containment policy nationwide. February 13th I contacted this hotel directly and as of today have yet to receive a reply. Their website and policy tells me that I will receive absolutely no refund at all to my payment of $539.07 (CAD). Today Hotels.com sent out a fan out e-mail to all expressing their concerns etc for cancellations and from what I can see & read they are offering nothing in terms of refunds, either whole or partial.

I had a reservation to London, which as a result of the corona virus I had to cancel. I have been trying to contact them for a week to get a full refund and all methods of communication: email, chat, and phone are "having technical difficulties". Wish I had read the reviews on this site before choosing them. Big mistake. They are scammers and have total disregard for the customer. Avoid at all cost.

Do NOT support Hotels.com! Hotels.com is about the only company that is not helping cancel reservations concerning COVID-19. We made a reservation through them. My husband woke up on 3/13 not feeling well and tried to cancel a reservation that was 2 days out. They said they called the hotel and that we could not cancel. When we called the hotel directly they said they would be happy to cancel and not charge anything. They also said no one from hotels.com ever called them.

An event we were planning to attend was canceled due to COVID-19. I have been trying to speak to a live person for 2 days without success. Now I can’t get to the on-line chat either, where I also could not talk with a live rep. I want to transfer the reservation to a hotel in the same chain in my home state or get credit for another trip. I am not asking for a refund since it was not a refundable reservation. But I think some compensation should be available since it is out of my control. Unless I can get to someone and get this resolved I will not use Hotels.com again.

Tried to cancel room reservations due to fast changing conditions of the covid19 virus. Both rooms were past the refund date. We decided not to travel through several states and possibly help spread the virus and were concerned with attractions and even restaurants being open. Tried calling Hotels.com for a couple of days and only got a technical difficulties message. Finally just cancelled online and called the B&B's directly, one said they would refund payment if Hotels.com did not and the other never responded. In the future, I will only reserve rooms directly and not through Hotels.com.

After an emergency need to cancel the reservation, I was not able to get in touch with the company, except to totally lose all pre-paid reservation online. The phone system is totally shut down. And the corporate hotel BEST WESTERN says they have no control to refund, even though I tried to cancel early morning of the date of arrival. SO I will never use either BEST WESTERN or HOTELS.COM again. Buyer BEWARE.

Had a non-refundable room booked through Hotels.com six months prior to concert. Concert was cancelled the night before due to COVID-19. Called Hotels.com, waited on hold for 1hr and 16 minutes, but was able to get a refund because we were a rewards member at the hotel we booked through Hotels.com. Hotels.com agent was pleasant and handled the situation professionally. Thank you!!

I booked two nights in a NYC hotel for March 2020. Currently NYC is a containment zone and all states are in a State of Emergency due to the Covid 19 virus. I also work at a hospital and I am no essential personnel so I had cancel the trip. Hotels.com did not give me one red penny back of the hundreds of dollars I spent. They wouldn't even give me the open to reschedule. This is a deplorable way to treat guests. This was the first time, as a single mother, that I was going to be able to travel for a few days to take my kids somewhere different, and not we can't go at all because I have lost all the money. Absolutely horrid way to treat customers as no one can predict a pandemic.

I’ve travelled frequently, making my bookings online. I used Hotels.com quite a few times in the past, and without complaint. However recently I’ve noticed that for many countries, if not all, they quote prices without including taxes, which results in very favourable prices compared with their competition. After the consumer has made the emotional decision to proceed the real price appears. For that alone I avoid them now. On my last booking I chose a hotel with a free cancellation option. Whereas at least one of their significant competitors sends an email reminder that the cancellation date is approaching, hotels.com waited until after the date to send me a ‘congratulatory’ email to tell me the booking was final. I had intended to cancel. I see both these policies as quite distasteful.

Hotels.com was unable to get any refund, partial refund of voucher for 3 night stay starting March 13, 2020. CDC, local health authorities in Seattle and doctor recommended not travel. So I am out $250 on a no refund reservation. Tough luck I guess but it seem like they could make some adjustment. From now on I will use Booking.com.

My daughter is in Sweden since January 2020 (graduation gift). She was supposed to return in April 2020. With all the covid 19 virus restrictions, I got really worried and rescheduled her flight to March 17, 2020. Since Trump announced the "travel ban" from Europe, I was trying to figure out what it meant for her. The info out there was so confusing until I've got the email from Hotels.com. Finally, I had some answers and since she's a US citizen, it seems like she's able to travel back home on the 17th. I have to say that this was the first real info I've got since all this started. I'm grateful for hotels.com. Very clear and precise information. Thank you. I just hope that all works out and she'll be home with her family where she needs to be. Thank you.

I had to give it a star to write a review but it doesn't deserve it. This company simply won't follow the industry policies implemented by almost all hotels and Orbitz and Travelocity to waive cancellation fees due to the Coronavirus threat. My reservations were for the Wyndham Super 8 in Indio Cal for the Indian Wells Paribas Barabas Pro open tennis this weekend 3/13/20 and on 3/8/20 the day before the event was to begin, the State of California issued a threat to the Coachella Valley of the coronavirus and the event was cancelled last minute.

When everything goes well they're fine but if you have any problems then forget it. Their phone number isn't working and I've waited nearly seven hours on chat before giving up. Utterly useless. Avoid them.

Misinformation about the transparency of pricing for rooms. Was charged 2 times the amount on hotels.com than was available directly through the property in Scottsdale, AZ. Tried to cancel and book direct through the property, however due to the COVID-19 issue, customer representatives were not available and was never able to speak to a live representative regarding canceling, so the window to do so expired. I have book SEVERAL stays at numerous properties across 4 states and 2 countries with Hotels.com and WILL NEVER BOOK WITH THEM AGAIN. I'll use ANY other site. Unethical business practices and they just lost a customer who regularly frequented their service for business.

I would not be canceling if not for COVID-19. I'm sure I'm not the only one who's plans have changed. They are unreachable. Every phone number I find is "experiencing technical difficulties". Cannot find a email to contact anyone. Any help is appreciated.

I booked a hotel room and the cost at checkout was around $150. I then received a confirmation for $400 and then they charged my credit card $450. Their phone number says they are having technical difficulties. Their chat says they will chat me back in 2 hours and it has been 6 hours. The hotel I booked can't cancel my reservation. Who knows if they will ever contact me back. Just book directly.

Charged my card right away... After pushing paid hotel on the app it charged my Visa card $621 right away which now I have to wait seven days to get it put back on my card because I cancelled. I’ve use this app before but I will never use it again and I will warn everybody I ever talk to you not to use this app.

I was using Hotels.com loyally for last few years, I stay at hotels over 100 nights per year. Started because of selection however their customer service if a hotel has charged inaccurately or you need to cancel is the worst even for their highest tier members... They hide all the shady practices and lack of service behind the same umbrella....Expedia. I will now start calling the hotels on expedia and hotels.com and ask them to match the price minus 5%. The hotel makes out better and so do you.

I booked a room through Hotels.com and was charged 209.30 at the time of booking. A couple days later when I checked out of the hotel, I asked for a receipt that showed the amount of $161.23 for the room. I tried to email hotels.com but had 2 emails rejected and I could not find any to contact customer service. I called and was on hold/transferred for over an hour. I was told that was their price, "too bad." NOT EXACTLY A "BEST PRICE" GUARANTEE WHEN YOU UPCHARGE BY ALMOST 30%! I am a Hilton Honors member and could have gotten a better rate. RIP-OFF!

I have read that "We own the beach" is known for cancelling other bookings at the last minute. In our case, we arrived in Maui in the evening and the next day, upon looking at our email, we were told our reservation for 2 days hence was cancelled as the credit card wasn't valid. They had given us 24 hours to contact them which was on the day we were travelling, so we didn't get a chance to check our email that day. We called our credit card company and they had a record that our card was verified on the date it was booked which was 2 1/2 weeks prior. They also said there was no record of an attempt to do the charges on the date we had arrived!

Be very vigilant when you sign up for this site. I signed up on Hotels.com and proceeded to stay over 10 days at hotels and never received the free night. When I called hotels.com, I was told that I also had to sign up for hotel rewards in addition to hotels.com. They informed me they wouldn't give me my free night even though they could clearly see on their site that I had stayed the 10+ nights. TERRIBLE CUSTOMER SERVICE!!!!

I originally booked a room with AIRBNB as the MGM Signature, thought HOTELS.COM would be more reliable, so cancelled with AIRBNB, and booked with HOTELS.COM. Same hotel, same dates, same amount of people. Only to be billed HIGHER amount. AIRBNB was in Canadian Funds, HOTELS.COM was in US funds. I am in British Columbia, Canada. I have talked with Hotels.com 4 times, and have sent 4 emails with all screen shoots, hotels pricings, hotel information, cancellation policy, all the information they require to make a claim and live up to their policy of PRICE MATCHING. No luck, big run around, they will not price match. Everyday I call, speak with a different person for an hour, send emails with all information they ask for, and every time I get the same quick reply, need more information. Very frustrating. If they would full refund like AIRBNB did, I would cancel and go back to AIRBNB!

Do not use Hotels.com! We are in the midst of a pandemic, and they are refusing to help with refunds or rescheduling reservations. This has been a nightmare! If I could give zero stars, I would! Everyone should be all hands on deck with the coronavirus and helping people instead of making lives more challenging. I am going to fight them with American Express who always goes to bat for their customers.

We booked a hotel thru this company. Everywhere on the booking it stated the price was CAD Canadian dollars so we thought we're getting a decent deal. When we received our credit card bill we were charged US dollars. When we called them to question we were basically told we were liars. Then when we sent proof to them we were quoted Canadian dollar price we were told too bad it's in American dollars. Would say take your business to a reputable business instead of this one.

I cancelled my trip on the day I have free cancellation, but the hotel took my money from my credit card, and Hotels.com keeps saying they'd contact the hotel to get me the refund over and over, still I haven't gotten my single dollar back yet. Who's fault is it?

Hotels.com says that they guarantee you the lowest rate possible on a hotel room. I booked through hotels.com. I was charged 404 after a discount and then when I check into the hotel I find out the hotel is only charging hotels.com 343 for the room. After contacting hotels.com about this they still insisted that they were guaranteeing me the lowest price possible, BS, THEY CHARGE YOU A FEE WITHOUT TELLING YOU.

First problem with refund, I canceled the booking way before deadline but didn't received any refund. Call Hotels.com but they told me there is nothing they can do. Unbelievable! I have to call my credit card company to dispute the charge. Second problem with collecting reward nights. I stayed at the hotel I booked but didn't receive any reward night. When I called the customer service for 3 times they still can't fix the problem. I have the hotel receipt and my credit card statement showing the charge but their manager said there is nothing she can do. UNBELIEVABLE!!! I WILL NOT USE THIS COMPANY AGAIN IN THE FUTURE! THEY SUCKS!

Upon checking into room I was surprised that it was a handicapped bathroom. Called front desk and was told I booked it which I did not. Called Hotels.com to resolve. I was told they talked to hotel desk to see if there was another room we could move to. I was told there were none available. This was not true. I called the hotel directly myself and was told a non-handicapped room was available. Hotels.com said they would not issue a credit or refund to me because I requested a “accessible “ which I clearly did not. The hotel desk clerk told me this happens quite often. When a customer complains about the handicapped room hotels.com blames it on the hotel when in fact hotels.com books these rooms hoping that the customer will not complain and when they do, they are told another room is not available and will not refund or credit the cost of the room. This is fraud.

I booked through Hotels.com my one hotel booking. Due to corona virus I had to cancel. All the hotels I booked directly with refunded me due to the outbreak in Thailand although they had non refundable policies. Seeing that one of the hotels was booked through hotels.com I was refused a refund of $3000 usd. Hotels.com do not answer calls, you wait ages for response and when you reach them they just say speak to the hotel directly. The hotel says speak to Hotels.com so it went on and on until I gave up and accepted my loses. DO NOT USE HOTELS.com. YOU ARE MAKING A BIG MISTAKE. THEY DO NOT CARE ABOUT YOU AND YOU WILL HAVE A NIGHTMARE CONTACTING THEM!!!!

This website don't do any verification on the hotel/property that is listed. I have booked one hotel in LA area, the facility it is mentioned and service of that hotel was very bad. When I checked with site for any compensation or refund they just said, "The hotel which you booked don't provide any, hence we cannot." I had better experience with other providers.

Do not use this app or website. They will allow you to book a hotel room with a hotel that does not have an office/reception area. Even if the hotel NEVER gives you the information to access the room, Hotels.com will allow them to charge you if the hotel’s policy is no-refunds. I called hotels.com the night of my reservation after being unable to have anyone at the hotel answer my call. The representative from hotels.com could not get a hold of the hotel. She said she was going to submit a request for a refund. When I called back 6 days later to follow up, the representative I spoke with said there was no record of a refund request so he was going to submit one, then 4 days later, after hotels.com was finally able to reach someone at the hotel, the hotel said they are not going to issue a refund because their policy is no refunds. The Vic by Plenamar and Hotels.com will steal your money, BEWARE!

I booked my son a room for spring break to visit a friend. After reading iffy reviews on hotel, I tried to contact the hotel directly for peace of mind. Two weeks I tried, no answer, no machine nothing. To me that's very sketchy. So I canceled my hotel. They want to enforce their cancelation policy and charge me for a night. Even though they didn't answer calls for 2 weeks. I contact Hotels.com and they sorry can't help. What is the website there for if not to help and protect their clients. I will fight this.

Each of the last 3 times I've used their site, the reservation was never fully transferred to the designated property. The hotel had to scramble to find or make a new reservation. Two times I was double charged for the stay, once by Hotels.com and the other time by the property itself. When you contact customer service at Hotels.com, half the time their "computers are down" so they can't do anything, the other times their reps are clueless and borderline rude. Don't use this website, it's a sham.

Booked a resort for family vacation in February. Four of my family members booked at the same time using different apps. This app gave me a final total of nearly $50/night more than my family members. Called customer service and were told that we booked four days apart and pricing had changed. No help whatsoever. Was extremely disappointed with the conversation, the manager wouldn't even come to the phone to speak with me. DON'T USE THIS SITE/APP.

I was trying to resolve my booking issue for 3 hours. I was transferred from department to department and seemed no one knew what they were doing and did not know the policies. Finally gold member said, "Sorry we cannot do anything." I was not aware that package for hotels was actually Expedia and not Hotels.com so my nights were just gone to waste as they did not add to my accumulation. I WILL NOT BE USING HOTELS.COM ANYMORE.

My wife & myself booked this room for Valentine's day to take a break from a family vacation that we are currently on. Upon arrival we discovered an extremely filthy accommodation. I want to be clear we have had great experience with Hotels.com in the past. This establishment (Crash pad- 1711 Caroline st. Houston, TX 77002) managed by ** charged an additional $95 cleaning fee upfront which is fine but confusing when we found the room in the condition we did.

I had made a booking through their site that was 825$ total for my trip. While on my stay housekeeping stole my $250 EarPods Pro. I reached out to Hotels.com for help to protect me against this, to either refund me in full, or partially so I could replace my stolen item. They asked me to be patient and let them process whatever it was they could. I reached out to them every day for a week and got a runaround until I was told there was nothing they could do for me. In the end the "best offer" they could give me was a coupon for their site for 10% of the trip and that was them being "generous" as compensation to me, according to the rep claiming to be the manager. I am disgusted that they do not have a policy to protect clients who book through them for this. Their ability to follow through with any semblance of buyer protection is a joke.

So I tried to book a room with Hotels.com and it said 1 room left and literally only took me less than 1 minute and I filled out all info and put my bank info and hit “book now” and got a "unfortunately the room is no longer available". Okay fine but then I saw these jerks charged me for it! I called customer service and talked to a “Maria” from the Philippines who has been a supervisor for 4 years and gave me the worst customer service. Basically tell me they can refund my money right away and wait for it to drop. Now if I could just do that so easily but that money is gone or on hold and needed to book at another hotel agency. I asked for a phone number to complain and she didn’t know. I asked for other supervisors. And she didn’t know. 4 years huh? What a load of crap! You better believe if I don’t get that money back I’m getting a lawyer!

Updated on 02/13/2020: Numerous follow ups have been made to Hotels.com. The customer support specialist finally wrote back and said that they've contacted the property and the property said no payment was collect therefore not refund. More emails exchanged and I was told to call a no. to talk. When I called the agent told me the refund was processed on the day of the cancellation and that I have to contact my bank. I became suspicious because of his response and asked to talk to his manager. He put me on hold and then transferred me to an automated answering system of some medical clinic.

I booked a stay in a Hotel in DC via Hotels.com. The Morrison Clark hotel cancelled my reservation without informing me. I booked my reservation via Hotels.com, which was going to be a business trip. I called and requested Hotels.com customer care to have my room cancelled due to change in business approval. They informed me they were working with the Morrison Clark Hotel on my cancellation request and will provide me an update later via email / phone. Next day, I got an email update from Hotels.com that my room that they were unable to speak to the hotel about cancellation.

Beware of their cancellation policy - even if you cancel your reservation within 24 hours or within 15 minutes, they will not refund your money. Even if it was a mistake. I double booked. I entered the area I was looking for and accidentally booked a room far away. I cancelled immediately and received a cancellation email. Thought that was it. It still came out of my account, along with the new booking I made. So, they made double the money for doing absolutely nothing. The customer service is terrible. So absolutely read the fine print... They said because they get such a good rate, you are unable to cancel. I will never use them again. I get, it was my mistake, but I bet this happens quite often. I myself work in customer service and we would never try to make money off of someone's misfortune.

We unfortunately used Hotels.com to book a 25 day vacation last summer. Upon registering an account, we were enticed to use the platform because of the free night for every 10 booked rewards program. Upon completion of the travels, we were disturbed to see no rewards on our account. We wasted an hour on the phone trying to resolve this to no avail. Even when we asked to speak to a supervisor, we were outright refused.

Be careful of Hotels.com. I just found out that Becoming a member and booking through them doesn’t earn you credit towards free stays as they falsely advertised. You have add yourself to some additional reward program that cannot be done online and only is possible by calling them. SNEAKY. They’re refusing to credit me for my past stays even though I’ve been loyal and booked many stays over the past few years! THEY SUCK.

I just happen need to call Hotels.com to change my travel package. I had dial the phone number on their website, but somehow it directly me to Expedia, so they transfer my call to hotels.com. When the customer service told me that I had packaging booking she can't help me, needs to transfer me to packaging department, so, she had transfer me to package department. Finally one one answer, and she told my booking in order through Canadian sit. They need to transfer me to Canada department, so, she transfer me, someone answer the call, and I am back to Expedia!!!! I had been going though this circle over and over again, such bad customer service system, wasting people's time!

I booked a trip for three nights at a hotel in Israel. We stayed, checked out, hotels.com gave us three nights of credit correctly. Unknown to me, they removed the three nights of credit. They did not contact me in any way to tell me this. I noticed it six weeks later when I went to book another night. I contacted them and they said they would contact the property and confirm our stay. They did and let me know via e-mail and asked me to call. I did call them and next they needed to contact the property to know what we were charged????

I used their app and got charged twice for the same reservation, they kept saying they will have a team reach out to me within 24 to 72 hours with no luck. I called 5 times in the course of 3 weeks and they give you the same scripted messages And responses. The call center is located in the Philippines I believe And therefore don't really comprehend situations very well since English isn't a first language. Because of the glitch in THEIR system they didn't honor the refund. Everyone has been warned, it could happen to all of you.

I booked a hotel in Mérida, got a confirmation all good. Got to hotel no room. They tried to put me in a $40 gross hotel blocks away??! Hotels.com just kept saying they got a confirmation yesterday. Hotel manager not in call Monday??? What I’m walking around the city no hotel, no help. 3 hrs of calls, ended up paying another hotel cash for a room and now I paid 2 rooms lol anyways. Very disappointing.

Had a reservation starting on 16th of Jan, arrived at 100AM due flight. Had mix up in reservation and cost to start. Toilet kept running, opened top and found a hypodermic needle holding clapper from closing. Knobs on stove were broke and worst there were roaches, personally killed two. No coffee, had to go buy coffee maker, coffee, cream and sugar. Checked out early. Was told no refunds so no adjustments. Emailed corporate headquarters and said they would check into it but no refund. Sent follow up to Corp and no response. Never go back or recommend to anyone.

My wife and I were given a $500 gift card from Hotels.com from our children for Christmas. We found a hotel in Fort Myers Beach, FL, which had an advertised price of $1385.50 for the three nights we were looking to book. The hotel didn't accept the Hotels.com gift card, so we had to use the the gift card on Hotels.com, and book this hotel for $1502.22.

I spent a lot of money with Hotels.com booking 12 nights so I could get a free one. Just went to book my free night and found it expired 2 weeks ago. They don't tell you upfront you only have a year to use it, NOR do they send you an email to tell you it's going to expire. I will never book with them again.

I needed to quickly book a room for a friend. I mistakenly entered the wrong check-out date. I called back immediately and they said “they would contact the hotel and get back to me within 24 hours”. I got the same scripted response every time I called for 3 days in a row. The final time I called and spoke to a “manager”. They told me to call the hotel and to ask the general manager not to charge hotels.com for the extra night. How is that going to work?? I couldn’t even get a hold of the general manager. I can’t believe that I paid for 4 nights and the 5th night was for an empty room. Thanks a lot Hotels dot com for nothing!!! Scripted answers and phoney managers — do you think I’m stupid??? So unprofessional... It makes me sick.

I had been a loyal customer of Hotels.com for ages. I booked enough nights and was upgraded to their so-called silver member. I was also attracted to their so called book 10 nights to get 1 free feature. Unfortunately, after long observation, I realize Hotels.com's practice is scandalous. They basically "mark up" the hotel price using "taxes and fees" in disguise, so you are likely to pay 10% more each time you make a booking. Then they give back 1 night free to you when you booked the 10th night.

The room and the location were fine, however that was all overshadowed by a theft, an unauthorized employee who gained access to our room without managements knowledge. And stole a large amount of cash from our room. This was reported to the owner and the East London police. The owner Sue Rainer promised to pay us back. We followed up with Ms Rainer many times providing information as requested for the police as well as her insurance company. We even spoke to the claims agent and have written proof of the owner's promise to pay us back. Over a nine month period she has made many claims to honor her word and has not done so. The Loerie Hide claims to provide security which is a must in South Africa. Vigilance was not provided by the management because the assigned employee who was approved by us to have access to our room was not the person who stole our money.

For almost a month I've been calling hotels.com/Expedia and NO ONE WAS HELPFUL in expediting my refund. I asked for a refund on my flights, because it was cancelled by the airline in the first place and they didn't offer me a good alternative. Hotels.com on multiple occasions, prior to and after the cancelling, confirmed that I could have a refund for those flights. However, they are NEVER able to process and keep lying to me by email and phone about it. It's a very disrespectful service and the attendants are completely unprepared and poorly informed to deal with customer issues. They keep transferring your call without never giving a protocol or anything to keep track of what was told before. It's a complete circus! Stay away! Find another website that doesn't ruin your vacation and steal your money.

I made several bookings here and multiple times I arrived at the hotel and there is no room for me. I talked to customer service and they were unhelpful and seemed uninterested in making things right. I do not feel like they value my time or money and wont be using again.

I reserved a hotel room through Hotels.com and incorrectly got billed. I then cancelled the booking within the allotted time to get a full refund but as yet, have not received it. Hotels.com said it's not their problem and won't give me any further help with the issue. Then they hung up on me! Which I have evidence of btw. Absolutely appalling, I will never use them again.

I had Hotels.com follow up with the place I was booking regarding the mandatory fee of $330.00 for over 4 day and I call hotels.com daily for 3 day and I am not getting any response nor can I cancel. In addition, I am getting emails from a third party RedAwning & Inc. stating I can not cancel with a full refund. Disappointed as the fee for 3 night was $565 and now $1039.00.

They charged me in US dollars and would not correct the difference even though I booked a Canadian hotel from Canada. Turned out to be way more expensive than booking directly through the hotel. Lesson learned to Never use hotels.com.

I had to make several changes to my reservations over a 24 hr period and spoke to multiple people, each and every one of them was extremely helpful and nice and went out of their way to help me. I will make all of my reservations through Hotels.com from now on. Excellent service!!

Hotels.com has excellent customer service. They go out of their way to figure out the issue that you have and find ways to fix them if other ways are not working. Satisfaction limo transfer funds to a different Hotel. They will do what they can assist you in changing hotel stays as well as giving complimentary coupons/gift cards codes four issues dealt with certain locations.

Have booked many places over the years of travel, have had a few issues, but Hotels.com usually resolved them amicably. Booked a place in Delhi, India that advertised as 3-star (total BS ratings there) and with lovely photos. The room was NOTHING like the photos, though you could tell some was supposed to look a little like the pics. The bathroom had mold around all corners, there was NO toilet seat (was just gone, missing), cockroaches scattered when first entering and turning on light, sheets had stains on them from the previous guest. Had to stay first night, slept in clothes. Tried to get refund for a room that was NOTHING like what was advertised and they refused. Hotels.com said the owner refused to refund for the other two days, so there was nothing they could do (despite the hotel claiming one thing on the site, but selling something completely different that what you paid for and booked!). No more using Hotels.com for anything.

During a 24 days trip around Europe I had no issues until I reserved an apartment through Hotels.com. The host charged me EUR 70 as a cleaning fee for the two nights stay, but in Hotels.com listing total price was USD 140, as normal 70 each night. So, I paid one additional night just for cleaning purposes. I contacted Hotels.com support service, and they just kicked the ball apart. I will never use hotels.com again.

Before you book a room with Hotels.com, be aware that the price match guarantee will most likely not be honored. The process is pretty straightforward: you have to fill out a form, attach a picture of the lower rate you found and hotels.com will verify that the rate is actually available. Here is where the trouble starts. In my case, I was denied a price match three times, because the rate they found on the competitor website was supposedly higher than than the rate I booked at hotels.com.

This company sent me an email claiming that I had reward money to use toward a free night in a hotel. I called them to confirm and the woman on the line talked me through booking my free night. Then when I check out of the hotel it turns out I owe the hotel money and Hotels.com did not apply my rewards credit. After call Hotels.com they blamed me for booking it wrong and refused to credit me. I would have never booked a room that expensive if I thought I didn't have reward credit. They are HORRIBLE at their customer service, do not trust them.

I gave this to my son and his wife for Christmas. They needed a break and we would watch the children. However, when they called the Hotel directly for pricing it was 306 a night. When you book with Hotels.com it was 396 a night. Now that is a big big difference. Now maybe that is stated someone on the site that pricing is higher through hotel.com and I did not see it. But I can guarantee you I will never purchase a gift receipt from them again. Better off giving them the money. Very disappointed. They told me I gave them the best gift ever. They were very upset about the price difference.

Hotels.com it's one of those foolish companies, who think they are being smart, by avoiding all feedback from their customers directly. They may have been able to keep me as a customer, but after chatting with a fake robot, and seeing that they have no email to contact, and calling them only to be disconnected because I didn't match one of their stupid erroneous prompts, I realized hotels.com is a scam artist like company. I wrote a detailed and in-depth review of a hotel I stayed at, the good and the bad. Hotels.com changed my 3 star rating to an 8 star rating, without my consent or permission, and they never posted the paragraphs of text I shared.

First of all, I was tricked into booking this place. I was looking for a hotel close to the Austin Chess Club where my son would have the chess tournament for the weekend. WanderJaunt showed up on Hotels.com as the lowest priced hotel $66 per night. I clicked it and saw the price $132 for two nights. I clicked the "Book it". Then I was asked to provide the credit card information. I went ahead putting in the required information, thinking that I was going to pay around $132 for two night.

I was threatened into accepting a voucher for an honest oversight of not making a booking in the one calendar year. I contacted the manager, Jerry B who initially offered a redemption voucher of $100.00 and as I was still trying to make a case for reinstating my 2 free nights, he interrupted me and told me he no longer can offer the voucher as I was asking him for more. I questioned his reasoning as to why he was able to offer me a voucher and the system won't accept it? Would him, being a manager have the authority? His response was implied as "because I asked for 2 nights." I felt insulted and demeaned, especially I have been a customer with them since 2011 and booked over 30+ nights of stay just to get this type of unwarranted treatment.

Booked a hotel that had a fraudulent listing: Room wasn't available, alternate room did not have amenities listed, and refused to cancel. Hotels.com said too bad, deal with the hotel and wouldn't help at all. They do not provide protection and intentionally allow hotels to mislead their listings. They do not stand behind their product.

When talking to the hotel about a billing error, Kara Nixon whom said she was a manager began to belittle me on the phone when I told her I was mentally challenged. While discussing why I was overcharged for my room Kara ** began laughing at me and said I was trying to take advantage of her. Yesterday I had called, 01/07/2020 about the over charge, today my credit card was charged again for a higher charge than previous I believe because of my complaint. Not only did Kara ** of Best Western Pepper Tree in Bend Oregon continuously laugh at me and refuse to answer my questions. She discriminated against me when I explained my disability by saying I was using it to take advantage of her.

I booked and paid for a room in Peemes Guesthouse in Ghana. The guesthouse refused to honor Hotels.com prices and refused to give me the room. The guesthouse manager even asked me to get another hotel. The worst is that hotels.com just told me the guesthouse doesn't have a refund policy. Since hotels.com knew the no refund policy ahead of time, I believe that they con me with the guesthouse in order just to get the money, give no room and hide behind a policy.

Booked dates in March but our dates were booked in december. The website kept flicking back to previous months while trying to book. Ended getting an email asking how our stay was. We had not even been on our holiday yet. Terrible service on phone could not even get through to try and sort something out with them as we are very reasonable and honest people. Cannot say the same for them. Have not even been on our holiday yet and are already out of pocket. Thanks hotels.com what a joke of a company.

I had a trip scheduled for Jan 7-11 2020, my trip got cancelled with the 72 hour policy, customer service at Hotels.com lied and said my money couldn’t be refunded because of the hotel policy, I called the hotel and they told me the hotels.com rep lied to me, told me I should be able to get my money back. I’ve spent 3 hours in ** my day trying to get his resolved. Don’t use Hotels.com, scammers and liars. Life happens and plans change as my travel plans changed. I called within the policy time limit and still can’t get my money back.

Be aware of your cancellations, they are on the hotels side, they do not care about the customers. They just said the hotel refuse refund the payment. Bad. They do not care that the hotel agreed to refund the payment because the beach was dirty when I was there. Use other.

I made a booking on hotels.com for new year. Turns out the hotel cancelled the booking due to overbooking but wanted us to share a room with other guests on the same T&C. We declined and on short notice booked another hotel. Now we can't get a refund. We call Hotels.com for follow up, on phone they say they are working on it but receive emails that we aren't getting a refund. They claim the hotel told them we stayed there and got complimentary lunch and dinner. When we talk to the agents on the phone they say they can't reach the hotel but we get emails that they called the hotel and we aren't getting any refund. We asked them to follow up with the hotel we stayed in after we were inconvenience but they don't want to.

This website should be shut down for false advertising. Hotels.com clearly post a nightly charge and fails to provide the additional fees until you enter your credit card information. You can rent a condo or apartment for $89 per month, but they fail disclose the extra $150-$200 in fees, meaning the room is actually three times the cost listed at first. This cannot be legal, the site provides no description of what the fees for even for. I had to use another site just to find out the owner charges more for cleaning then they charge to rent the unit. I will never use hotels.com again for any type of rental and I'd be extremely careful before using their services. On top of that, customer service hung up on me the first time I called. The second time I called, they were unable to pull the listings on their own website.

I signed up for a Hotels.com account and followed the instructions for each of the 12 times that I booked hotel rooms through them. With every reservation I received notification that I would receive rewards from them. When I logged in recently, I was told that I in fact had not earned any rewards for those 12 stays and that they would not restore them or in any way correct the situation. This is not a company that can be trusted.

Hi, I booked with Hotels.com for the Distrik Hotel in NYC, in the confirmation email was one price, and then when we called it was 150 higher, I explained to them that it wasn't on our end and was met with what they cannot and the hotel cannot do, it's not right to have one price and then another. I was shuffled between hotels.com and Distrik hotel for 60 minutes last night. It is appalling that no one could make this right. The hotel because it was a third party booking system and hotels.com because they cannot do anything because of the hotel rules. It did not explain that when you use a third party reservation site the hotel cannot do a thing, If you honor the booking you should be able to change it. And, by the way we found the same room cheaper and it would allow us the extra fees of 150 and the resort fee of about 90 dollars and even then that was rejected. This is a travesty and must be fixed before the next novice to reservations is discarded.

We booked a room in Kissimmee online, soon booking it was $58.00 a night, US funds, They took $274.00 out of my account for 2 nights, after calling customer service they said that was the average rate for that hotel? That’s not what was listed when I booked.

I recently booked a room in Asheville NC for two nights through Hotels.com. My receipt from the hotel was for $319.93, while Hotels.com billed me $381.95. When I called Hotels.com about the difference, "Jane" told me the hotel should not have given me a receipt. Well, of course not! That would fill the consumer in on the scam being perpetrated by Hotels.com. Naturally, I got zero help from "Jane," who continued explaining to me that Hotels.com buys rooms in bulk so that they can pass the savings on to their customers....uhhh, not exactly, at least in my case. My advice to everyone is to book directly and stay away from Hotels.com, at the very least. I hope someone connects the dots and mounts an attack against them for the probable thousands of customers being bilked by this ruse.

I recently booked a hotel in Vegas as per usual, for multiple work trips to Vegas every year. I was given the total price from Hotels.com to include the resort fee, which is collected at the hotel. (All is still standard procedure.) After my stay, I was charged double the amount for my reservation and told that it was for the resort fees. The Hotels.com website clearly states that these are included in the total but paid at the property. Now both Hotels and the property (Westgate Las Vegas) are telling me that this is not the case. Any attempt at booking a hotel on the website, however, will show the same thing I experienced during my booking last month, total price broken down by room cost, taxes, and fees, as well as the resort fee. Terrible, and unhelpful service agents at Hotels.com don't understand their own website and will argue for no reason. I'd suggest using a different site, I know I will be in the future.

So we booked what we thought was a hotel for New Year's. It was advertised as a hotel. Get the receipt and it’s an apartment. They not allow Airbnb type rentals, which is not an issue if they specified it. So I call the number in the email for check in instructions. Can’t reach anyone. I contact hotels.com and let them know the issue. They try to contact property and can’t. I open a claim for a refund. Hotels.com says they have to get approval from owner of property which they can’t reach. It’s been a week now, nothing.

I will just keep this to the facts. 1. Booked a room through Hotels.com in Lethbridge AB in Mid Dec for night of Jan 3rd. 2. Today I realized that I needed to change that reservation to Jan 1st night. On my confirmation with Hotels.com it clearly states "Need to make a change? Don't worry, it's easy to change or cancel your booking." 3. Would not allow me to change it on their website so I called the number on the website. Rang three times and then went to busy signal - this happened at least 4 times. 4. Called their gold reward # and got through - was told that they were having problems with their system and I would need to call back in an hour.

We booked our stay at Comfort Inn in San Antonio, Texas for 4 nights. We decided to pay while booking online. When we finished our stay, the hotel handed over our final receipt, and the total amount was $57.10 less than what Hotels.com charged us. We asked the hotel and they said that this was the actual amount which they would have charged us if we had not already paid online.

I made a reservation through Hotels.com and with the indicated time limit I canceled the reservations through them. Hotels.com ignored the request and I was charged by the motel and listed as a no-show. I made a reservation with hotels.com and I canceled the reservation with hotels.com. They ignored the cancellation costing me money. All they care about is the referral fee and not the customer. They are clearly irresponsible.

Misleading information about an accommodation. When called not only they didn’t try to solve the problem the customer service representatives were very rude and I got hung up on 3 times as soon as I would ask for a receipt number for the call because they weren’t willing to help. I've had driven 10 hrs and had to deal with this issue for one hour and on top keep on getting hung up on. Absolutely disappointed and unsatisfied.

I have been using your website for quite a long time but recently have observed there is a significant amount of Excess charge in room tariff in comparison to various other sites like Booking.com, etc. When I tried to do Price match & made a quick call to Hotels.com CS team there were various reasons explained after extended long waits in call like 1:- facilities should be same in both rooms. 2: Payment mode should be same etc. It was not a good experience with me, one of my recent booking I was offered 1600rs difference discount in Bookings.com difference. Hotels.com is charging extra payment for many non required facilities. Being a silver member expect clarification from you Hotels.com. Hope you guys believe in customer retention.

Well I'm reserved online hotels.com for staying in Fort Lauderdale Florida. I paid bill in full so when I get to the hotel that told me that bill is no pay yet they call the hotels.com customer service they say yes they are already send the money. I'm going to lobby they told me no give me my room until is paid in full. So I have to pay again or find another hotel in that area. So I paid 2 times customer service of hotels.com. Say I have to send bank statement of the debit. Already it did it. Nothing back yet.

I don't usually write reviews, but I felt that everyone should be made aware of my experience encountered with Hotels.com. I made a reservation through Hotels.com to stay at Bristol Hotel Boutique, Campbell on December 10th, 2019. When we arrived around 5:15 pm, we were told that they did not have a room for us even though I had prepaid for the room when I made the booking. I assume that the hotel had probably overbooked. We were directed to another hotel nearby. This hotel was not so nice as the one I had booked.

They didn’t bother mentioning the extra fees charged by the hotels until after you pay. Cancel the room and they keep 35%. Don’t use Hotels.com unless you want to get a customer service runaround and lied to by managers.

I did reservation for my Hawaii Maui trip through Hotels.com. I got confirmation email. After the reservation, I purchased flight tickets for my family of three. The second day's morning, I got an email from hotels.com to tell me my reservation was cancelled due to my credit card problem. I called credit card company, they told me the amount was charged and refunded later, so the problem is with this hotel or hotels.com. I called hotels.com, the person called the hotel, but can not get through. She might sent email to hotel. One day passed, I didn't hear anything back. What will I do with my non-refundable flight tickets?

I've been a Hotels.com customer for a few years. I've always been in the Silver tier status each year, almost hit the gold one last year. One thing you should be aware is that if you use ANY coupon code, then the nights will not count towards your free night. Something I was oblivious about and learnt at my expense. Getting the free night is the reason I've been loyal and using these guys. It happened one day they had a MasterCard promo code on their homepage. Oh why not. Only to realize it did not include the nights in my reward after my stay. I called customer service and really she couldn't give less of a **. I told her she was losing me as a customer, nada! They don't even monitor their customer service, so why care huh? In the end my business didn't really count to them, what should yours?

Do not use Hotels.com, a big mistake! A week ago I bought a room for 2 nights for $780.62. I jump on their site a few days later to check my reservation, and to my surprise, the rates dropped to $445.76. I called them up and they said sorry and did nothing. Con switch artists, don't use Hotels.com ever, call the hotel direct I am guessing is best.

I used Hotels.com to book an apartment hotel in Poland. The hotel gave us bad directions several times, and after being unable to locate it, we booked directly with a major hotel chain in the city. Hotels.com has proven to be very unhelpful, and does not stand behind the hotels that it advertises. Although I lost the money that I paid for the room we never stayed in, I did not request a refund. I just want an apology, and they cannot even do that. I just sent an inquiry on how to delete me account. I recommend people steer clear of this company. I learned last night it is much better to book direct.

I booked a hotel via their platform and when I arrived at the hotel, the hotel mentioned that they had cancelled the booking on that same day since they were full. Had to find another hotel that same night. Contacted Hotels.com customer service and received very prompt responses from them. Unfortunately, this mistake was made by the hotel. I have to say, I'm extremely impressed with their customer service. They gave me a 100 Euro Credit Coupon for the inconvenience.

Got a email from Hotels.com. Someone hacked my account and made a reservation at a hotel out of the country. It was fraud. 1495.00. Hotels.com wouldnt even acknowledge the fraud. And said, "Sorry. We cant do anything." Yet my information was changed on the site without verification. I WANT TO cancel my account.

I have been a customer of Hotels.com for 10 years. I booked a hotel today and only after the confirmation was complete did I find out that out that the hotel has me a resort fee of $34.99 a night. I immediately called hotels.com to cancel and they wanted to charge me one night cancel a reservation I had for less than 90 seconds. Be aware and be careful of fees that are hidden on the SMALL PRINT tab. Worst customer service experience ever.

Booked a room through Hotels.com. The Hotel I reserved was The Sea Club Resort in Fort Lauderdale. I arrived to check in and it was completely misrepresented. The hotel was in shambles and was is disrepair. I saw my room and it smelled like heavy industrial cleaner. The place was unsafe. I immediately checked out and they said hotels.com has to issue the refund. Hotels.com said they had to call the hotel to ask if they would refund the Money. This is a vicious cycle of finger pointing. I escalated the call to a Customer Service manager and he relented and refunded me $100 of my $140. This is unacceptable and I will report both hotels.com and the hotel itself to the State Attorney Generals Office.