Hotels.com Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.