Hotels.com Reviews 524

Double booked a room in hotel I have been staying in through hotels . Com for 6 weeks they said they would contact hotel and if they agreed would refund one of the rooms I spoke to the manager who said they would be happy to refund but said hotels. Com lie they do it all the time say they will refund and then refuse blaming hotel when they don’t even contact them

Hotels.com is an absolute disgrace in customer service. I will never use them again.
I made a recent booking for the family online using Hotels.com.
The booking was confirmed online and I was waiting for an email to confirm the details. I realised though that I had made an error in the email address, so was never going to receive the email confirmation.
It proved impossible to log into Hotels.com using the correct or the incorrect email address, or the confirmation reference displayed on the page confirming the booking. They did not recognise my phone number, they did not recognise my confirmation reference, they did not recognise the correct email address (not surprisingly) and sent me a confirmation email to the incorrect email address, which I could never receive.
Then I tried to call them, and it got even more frustrating. It is really difficult to find a phone number for Hotels.com, I ended up only finding it on a complaint website. When I called it, it seems that it is entirely automated, there is no combination of options where you actually get to talk to someone, and of course they did not recognise any of my details (which has also failed on the website).
I was pretty sure that the booking had not been made after all, but I called the hotel and they said that actually they did have a booking, although it was only for one room not two. They said that they were not able to cancel it and that I needed to contact Expedia, which is who the booking came through as. They gave me a number for Expedia, but it was exactly the same automated service that was a complete waste of time before.
So now, I have an incorrect booking made, the hotel cannot cancel it, I cannot access it to cancel or amend it, the hotel will try and charge me for it if it cannot be cancelled and I have no way to cancel it.
Hotels.com, what a Sh** show. Someone contact me to help resolve this.

Earned one key rewards they were transferred in July from their old stamp scheme. when trying to use them they suddenly disappear off your account. Told me they had expired in Feb. Funny how they were still on my account on the 1st of March. Asked for customer complaints email address via chat but avoided answering my request.one rude advisor told me to calm down I wasn't abrupt. I poliety Asked could I take this further. I'll stick to booking.com in future.

Rubbish website (“webshite”), booking didn’t go through (paid via PayPal). No customer service email that I could find, apparently you have to go on X/twitter if you want to chat to them! Um…no! Company is registered in Dallas, Texas, USA so they probably don’t even pay tax in the UK. Stay well away!

I was charged twice for one night. They refuse the give me back my money. Each day another customer service staff emails me to ask for the same details. I answered to about 20 emails. I will just carry on wasting their time, as they do with me. I will email them for the next 5 years if this is how they function.

I asked them to cancel a hotel stay. They told me it was cancelled and to book another night. They still charged me for the first night even I have not attended, as per their staff instructions. I would have attended the hotel if they couldn't cancel, but they said they spoke to the hotel staff and the booking was cancelled. Here I am now charged twice because of their staff error.

Booked an apartment that was advertised as sleeping 6, three double beds, only to discover the room had 1 double and 1 single. Resulted in me having to sleep on the floor. Have tried to contact customer service to register my dissatisfaction, sent 3 emails and have not had a response in almost 2 weeks.

Spoke to Hilton Hotel about a cancellation refund, was told to contact Hotels.com. Spoke to Hotels.com and was told to speak to the hotel! Spoke to the Hilton hotel through the messaging service, the confirmed I could have a refund and asked Hotels.com to process. A week later I spoke to Hotels.com who said they’d need to confirm it, before claiming to have been unable to do so.

Week later, room not cancelled, no refund. Absolute shambles.

They booked a room that was impossible to access after 8pm. They took the booking after 9pm. Do not use these people. They told me that they had spoken to the hotel numerous times and they refuse to refund, the Hotel have contacted me to say they are happy to refund.

This is a con. Give an offer then just decide you can’t have it. Do not use

Shocking, disgusting customer service, try talking to human is made almost impossible and talking to the virtual assistant is like banging your head against a brick wall. Avoid this platform if possible

I've used hotels.com before the OneKeyCash rewards were introduced. Back in July 2024, my rewards nights were converted to £676 pounds. Upon logging in to my account two days ago it shows zero. I opened a case and they said that because of no activity in 12 month, the rewards have expired. I booked via hotels.com on the 8th January this year. So not only I did have activity, but they 'silently' don't advise when rewards are about to expire.

The service was absolutely awful. I was advised that my stays could be transferred to my loyalty program if I contacted support after the stay. However, this turned out to be completely untrue. I ended up having a discussion with chat support and even provided screenshots of the earlier conversation, but it was of no use. This ultimately caused me to lose a significant amount of money.

I would not recommend taking anything the chat support says seriously.

Was told full balance was due on check in, then they take full amount 5 days before we get there. Should have taken discount and paid upon booking. Never again

No hotel was actually booked for me - just wanted my credit card details. The hotel confirmed that no reservation was made on my behalf. DO NOT USE uk.hotels.com.

This company is a scam they false advertise the rooms I book a premium king size with a balcony for my wedding night was happy to pay a lot more than the regular rooms cost as it was our wedding night. When we got to the hotel our booking confirmation was for a standard double room with no balcony but they still took the money for the premium room. Absolute scam I got to the hotel and had to pay more money on top to get an upgrade to the room I wanted. They are smart and send a different booking confirmation and you can’t prove the room you actually booked even though they can see the amount we paid the hotel have agreed this is wrong to take this amount for the standard room but it’s left them in a difficult situation also.

Please please don’t make the same mistake use booking.com! I was left feeling terrified and had a sleepless night and when the hotel were unable and reluctant to offer help I reached out to hotels.com on 3 occasions. On all three they were also unwilling to offer any help or compensation. I raised the issue to a senior member of staff and still had no help from them. I am now disputing the payment through my bank and leaving as many negative reviews as possible to spread the message.

Always great selection of accommodation, easy to book at competitive prices.

What’s the point of booking through Hotels.com?
For years I booked dozens of hotel rooms through them and achieved gold Membership Status then some accountant thought it a good idea to get rid of THE MAIN REASON for using Hotels.com- Their loyalty scheme
Looked today for an Hotel in mid Wales. Hotel.com £165 less their miserable £2.75 “one key” offer
The same room in Bookings.com- £144!
No contedt
Shareholders be very worried!!

DO NOT BOOK HERE.
I booked a room recently for a 1 night trip and realised the prices were different to what i thought so could afford to upgrade. Within 2 minutes of making the booking i was talking to someone about getting it changed. I was told they would have to contact the hotel and check. For the next 6 weeks i was actually blown away with the lack of competence. everytime i would call or email in i would speak with someone new and have to start the whole process again. I would try to explain to them that i had email conversations clearly stating that i could make the room change but repeatedly was told that they had to check with the hotel. I was told i could change room, then couldnt, then could but id have to pay for a whole new one, then i was told that id have to cancel my current room, pay a fine for cancelling,not get a refund and on top of that pay an additional £257 for a £180 room. Every single person i spoke to had no idea what was going on and each told me something completely different. After issues with the Hotels Phone lines and multiple times asking for contact details I was able to get an email address myself and emailed the hotel and within 3 emails They had upgraded the room free of charge. Just dont even bother booking here. Save yourself the headache

Reward nights were great, new OneKey Cash is frankly embarrassing, will no longer be using Hotels.com