Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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