Hotels.com Reviews 524

their Ad interupted a video i was watching

I am not sure who places the adverts or information of properties on their platform but wrong information are put and when you book from there, get to their said property and nothing seem to be as advertised, for instance, free parking on site with self parking, you get to the property to check in and behold, no parking, also, free WiFi and you get into the property nothing works. These are examples of issues which never get resolved and hotels.com never do anything for a customer to get a refund or partial refund at the least. It is not fair. I have used other property booking platforms that their utmost concern is their customers but not hotels.com. This platform is a joke and a scam, stay away from them for your own sanity.
This platform do not care about customers needs, properties are allowed to provide false information about their properties without due diligence, checking that information provided is accurate from hotels.com just so that they get their own commission or percentage. Rather unfair on unwitting customers.

Awful, terrible company. DO NOT book with this website. Their website had an error, told me the reservation didn’t go through, so I booked another one. Ended up with 2 different hotels for the same night. Called them and explained the situation and they didn’t care. Would in no circumstance give me a refund. The hotel was fine with cancelling it as they didn’t even receive the money yet, however, hotels.com kept my money!! They under no circumstances care about your situation. Terrible terrible terrible. Can’t say it enough.

Reserved a two bed room, in Sweetwater Main for Friday, July 5th, checking out July 6th.
Incorrect dates were entered and when we got there, the reservation had been booked for later in the month. Since my trip to Maine was related to ongoing medical care for my son, the inefficiency on the part of Hotels.com added undue stress and anxiety.
Hence, I will never reserve with Hotels.com again. Disgraceful customer service and inefficiency. And, of course you’re a U.K company.

Dont book you stay at the Station hotel Carlisle. I booked four rooms for a forces reunion but we had to cancel due to bad health, we are all pensioners in our 70s. I went down to the hotel as im local and canceled the rooms i person, the lady behind the desk remembers me. The management have refused to give me a refund as i wasnt given proof of the cancelation. So unless you are certain you are going to stay Dont Stay Here.

Didn't ever get further than looking at the website but so very obviously not even up to the job. Looking for somewhere to stay in Lancs just north of the River Ribble. They are recommending hotels in Southport and claiming it is 8 or 9 miles away - that is the distance in a straight line (which they do acknowledge) but what they do not tell you is that it is actually over 25 miles by road which makes it not even a vaguely sensible recommendation, but Hotels.com clearly couldn't care less. The attitude says it's somebody else's problem; just give us the fee for the recommendation.

Despite repeated requests to stop and countless attempts at unsubscribing, they insist on bombarding me with emails

How's was your check in?

Would you like car hire?

etc.

As one of their Gold members I make loads of bookings with them but will not be making any more, especially taking into account the new downgraded reward program.

Scam. They changed their reward nights to be more “flexible”. When in reality you can’t use the rewards you’ve earned. They only show you expensive hotels and if you attempt to use your OneKey rewards it just sends you in a constant loop. Now my rewards will be lost since I can’t redeem them before they expire. Was so much easier and happier with my free nights than this stupidity

Dishonest company. I cancelled my booking via Hotel.com. I was still charged by the hotel as they state the booking was not cancelled. I have requested (24 times) for a copy of the cancellation sent by hotel.com to the hotel. I've had 8 different reasons why they can't provide it. Now try to use data protection excuse. The fact is they failed to communicate my cancellation to the hotel as confirmed by the hotel. Rather than just be honest and admit the mistake they lie and try to treat me with contempt. If you wish to use this company or Expidia.com (same setup) then do not expect integrity.

Booking online confirmed . Family member arrived at the hotel after a long drive and told there wasn't a room available because they were overbooked. Staff not interested. No other hotel accomodation available. Had to drive home again and return the following day for a business meeting.

Hotels.com not interested in answering enquiries.

In all our experience of hotel stays this has been the worst.

My one star recognition should have had a minus sign at the front of it followed by at least a dozen zeros

try unsubscribing to their marketing emails, If you have all day that is.

Booked a room, members price was £68 but I was charged the full price of £80. Contacted customer services but no help there. Will never use again.

Rubbish site. Never use it. They do not take any responsibility for fully refundable bookings. They charge you even though you cancelled fully refundable bookings and when asked it is to do with the hotel and not even ready to share their email id and ask us to contact them over phone which is again chargeable. We already lost money and they are asking us to contact them and calls are chargeable. I STRONGLY recommend not to use hotels.com for any bookings.

I wish I read these reviews before I booked with hotels.com. they are preying on people who need to travel. If you need to change or cancel your booking, its very complicated and you may loose all your money. I found it difficult to contact them! Eventually I got my money back but with a lot ofhassle (hotel was absolutely fine with that, I just needed to add another person, to change single room for double room).
Never again! Not giving them one star, but zero stars!

P.s. upset traveller

Needs to be zero
Suppprting theft with no security system in place
Warning to all customers I am having to comment on here as I’m desperate and getting nowhere very fast. This situation is ongoing. On 26th April my hotels.com account was hacked after my email address was hacked. I contacted hotels.com on the 27th April and was told my account would be frozen and the situation would be investigated but I shouldn’t worry because none of my 12 bookings would be changed. Since then 4 bookings have been cancelled £3400 worth and I accuse the company of allowing this to happen so are in effect allowing someone to steal from me . On 3rd May I desperately called your team again begging them to do something and was told that the email address and telephone number had been changed but seemed not to accept that I hadn’t changed them and was unable to change them as I have no access to my account any longer and someone is now in control of all my trips. I’m terrified I’m going to turn up to a hotel and being turned away as it’s cancelled but I’m powerless to check the booking any more . I had a hotel booked for the London marathon in 2025 where I should be competing to raise £3000 for charity but you confirmed my booking is no longer there. This situation is so stressful and I’m worried that hotels.com will allow someone to change refund options and receive the money i have paid . On email hotels.com have stated they will have this dealt with in 48 hours and resolved in 2 weeks . It’s now 6 days during which time they have allowed a total stranger to cancel my trips , attempt to book others using my attached payment options to my previous account and have allowed a hacker to use my reward nights that have taken me months to achieve to use them and they have shown no care or compassion to me and have just added to a very stressful situation . They have ignored messenger messages and their customer service is the worst I have experienced. They have told me that the log in details to my account have all changed yet I’m still able to see on the new account my bookings using their virtual chat system but it won’t allow me access to the itinerary or into the account. Its cruel torture that hotels.com is allowing to happen and won’t help resolve . I asked to speak to your security team but was told you didn’t have one.
Update to the situation as of the 13th May 2024 nothing has changed and there is no solution. My case has allegedly been passed to the team that deals with these situations however I have received no formal response but get a scripted email to my emails . The most concerning fact is this: PLEASE BE CAUTIOUS. My trips were booked using one specific credit card and the cancelled bookings I was told would be returned to the origional card and there was no option for hotels.com but to do this. 11 days after the cancellation there is no refund and an email from them has highlighted that the payment has been returned to card ending xxxx only guess what that’s not my card used at the time of booking and is a number I don’t have so hotels.com had facilitated a refund to someone else and have lied that this cannot happen. It is very clear that this has to be one of their employees and I’m aware the same thing happened in 2006 where one of their employees changed the refund options on thousands of customer accounts and I’m pretty sure it’s happening again 2 additional bookings I made had the same credit number applied which was not the card used at purchase. This is fraud but the company don’t think so . PLEASE GO ELSEWHERE AND CHECK YOUR ACCOUNTS I CANNOT BE THE ONLY VICTIM HERE .

Charged more than quoted. Disgusting that they can advertise a price and then charge a different one

I booked a well needed break at the Beach hill hotel at Windermere, room was shocking, service was atrocious.
Complained to hotels.com as the hotel would not reply to my emails, unfortunately Hotels.com did not reply to me either!! Never again

They don't like to pay the topcashback when booking through topcashback.

DON'T offer the incentive hotels.com

After booking a hotel on your site and getting a call yesterday notifying me that the hotel could no longer accommodate my booking, I have had to call back your number to re book a different hotel and have been charged £170 from my phone company to do so!

After talking with an agent from my phone data company it seems the number that you have called me on for booking hotels is an American phone number.