Hotels.com Reviews

1.3

/5.0

45 customer reviews

7 %

reviewers recommend

Hotels.com

Hotels.com, known for its hotel bookings and travel deals, is rated 1.3 out of 5. The rating reflects how travelers and vacation planners view their experience with Hotels.com. Reviews of Hotels.com are verified before publication.

How would you rate Hotels.com?

45 Reviews on Hotels.com

by Rene541

Sep 18, 2022

Worst company i have ever had dealings…

Worst company i have ever had dealings with. Incompetent and unable to rectify problems they have caused.

by Aubrey Rivera

Sep 17, 2022

Hotels.com will censor bad reviews

Hotels.com will censor your review if this this is a bad one either for bad service of the hotel or lack of response from them. Hotels.com is a partner in crime with 3rd class hotels because they get their commision anyway. Don't use it

by Edward959

Sep 17, 2022

Terrible customer service

Terrible customer service, refusing a refund for a hotel that was closed and I was unable to check in to but still ended up paying twice for and had to source my own replacement. m

by Brennan505

Sep 16, 2022

THE VIRTUAL AGENT IS THE WORST DECISION THEY HAVE EVER MADE

I have used hotels.com for a long time and had great results. If plans changed, I could easily cancel or modify in a few clicks no harm no foul. However it appears recently that you can no longer do that. Any changes to your reservation now require going through a virtual agent. What use to be a flawless user friendly experience has now turned into an inefficient mess. instead of taking 2 minutes to make changes it now takes 15 minutes to go through an agent to do it for you. Hotels.com just completely gutted one of the best parts of its model. Not worth using this site if I have to book time to change my booking. This was one of the worst things they could have done to themselves.

by Dylan762

Sep 16, 2022

Very unhappy with Hotels.com

Very unhappy with Hotels.com. The service was so poor I can not rate it. I booked a 5 night trip to Mulhouse, France to stay in the Berti Hotel. Paid by credit card and received a confirmed confirmation of my booking.
Hotels.com sent me a good Luck e-mail the week before I departed.
On arrival at the Berti Hotel, they had no reservation for me. No room booked.
I showed them the confirmed booking from Hotels.com and they said they would not let me down. They did all they could and they got me a room to stay in for the 5 nights The staff and the hotel were excellent. 5 stars all the way!!! It was Hotels.com that get zero stars.
They offer bonus points for nights stayed and of course I didn't receive them on my account. Poor show!!

by Ray883

Sep 16, 2022

I booked a hotel in Great Yarmouth I…

I booked a hotel in Great Yarmouth I was charged by both Expedia and hotels.com. When I tried contacting them through their customer helpline and feedback pages the only response was to ask me to give more feedback on their response. Response? What response. A completely ineffective and incompetent organisation. I have used them for a number of years. Never again.

by Tracy526

Sep 16, 2022

Canceled trip- still charged by hotel

I used the app to cancel my stay at a hotel in the city and the hotel never got my cancellation and charged me as a "no show." When I tried to get a refund neither hotels.com or the hotel would accommodate me even though I canceled my trip four days before arriving. Their app is a SCAM. Would give zero stars if I could. Also, do not book for Indigo in NYC Downtown. They are SO unhelpful.

by Alan Taylor

Sep 15, 2022

Without doubt this company has the…

Without doubt this company has the worst customer experience I have ever come across, by far.
I have been booking hotels with hotels.com for some time each time overlooking the customer service elements due to their offer of providing 1 free nights for every 10 booked. As I travel with work this has then helped me use the free night for personnel trips. However it has gotten to the point where it is simply not worth it because when something goes wrong they are no help. There is no phone number, the chat function is slow (You are on there for hours - I mean hours!), they ask you to repeat details over and over, they promise to follow up via service tickets and months later you have no response! Stay well clear.

by Ivan755

Sep 15, 2022

Terrible customer service

Hotels.com used to be who I booked all my hotel reservations through. If there a problem, I could call their 800 number and a person would help me. No more. If you have a problem you better have a lot of time and patience, and like in my case, even then it will not be resolved. Once a good company has now gotten too big to care about providing service to their customers. Better off, and usually a little better price, to use their website to search hotels, then book direct with the hotel.

by Deanna B.

Sep 15, 2022

Connection Problems

Every time when i wanne bock i get the message that there are problems with the connection and the booking. I should wait 5 minutes or contact them.

Still on my Paypal account is the price of the hotelroom marked. But i didn´t habe a booking.... When i use the app it works but i can´t earn Payback points with this

Hotels.com Q&A

Why do you allow people to book hotels that are so run down, dirty have false advertising and pictures that do not actually represent the hotels?

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The hotel gave us a local, weekly rate so the advance payment was $214.36 more than the hotel charged. Hotels.com said the advance price was correct .

That's a lie. You would have gotten a better price at the hotel itself and then you would be able to see what it actually looks like. Alot of false advertising on hotels.com and their sister sites expedia.com and booking.com do not use those sites

by Andre943 - May 29, 2022

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When a hotel booking has free cancellation do you take money from the credit card immediately the booking is made?

Same here... the hotel allows the cancelation however hotels.com will not refund your money pay a little bit more for a better hotel and book it through the hotels website.Stop these slumlords from being able to rent out their hotel rooms

by Tina467 - May 29, 2022

Yes, it will be charged directly and refunded later unless you book via "pay at destination" which risks in a foreign country that you end up paying more.

by Lloyd763 - October 18, 2020

Just did this with a free cancellation. My plans changed and when I tried to cancel they wouldnt homer the free cancelation. They said they didnt honor ir on the same day as arrival. Just a lie in advertzing. Be ware!

by Monica Ford - May 05, 2018

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Why was your bill higher than the hotels? Obviously they didn't give me any other discount than what you should have been able to give. Wha'ts up with that?

The price they quoted with in US funds! Show a low price that becomes expensive when converted into Canadian funds.

by Webb897 - May 25, 2019

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I booked a hotel through hotels.com and immediately cancelled it. I was told that the funds would be refund in 30 days which is more than unacceptable. Reading your comments I am aware that I'll have to start a lawsuit if I don't get my money ($739.88) back soon. I don't want to wait 30 days and allow hotels.com to use my money in the meantime.

I tried to cancel a hotel for false advertising because once I got to the hotel it was a dumpster fire no refunds Hotels.com is such a scam and expedia.com and booking.com stay off their websites

by Wright623 - May 29, 2022

This is a problem of the CC companies, not of Hotels.com

by Lorraine460 - October 18, 2020

They lie through their teeth and don't follow through Another scam I would say

by Silva119 - February 27, 2020

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