Hotels.com Reviews 11,584

I used this app for years with very little trouble. Today, they switched locations on me right before I booked it. When I realized it was the wrong location, I contacted them and asked simply to change locations. Should be easy peezy right? Wrong. And btw, no phone help. Only annoying the chat bot crucible before you can chat with a human. Anyway, No change of location and no refund. In the old days a hotel would simply move the reservation over. Now I am locked into a reservation I don't want with no chance of a refund because I didn't pay the extra fees when checking out. This app sucks and I will NEVER use it again.

Worst place to book hotels. Booked a hotel for one night, but accidentally entered the wrong date. Called Hotels.com less than an hour later to request to change the date. They said their policy for non-refundable bookings is you cannot change the date and you lose the entire cost of the booking. I said I’m not cancelling, I’m changing the date. They said too bad. Every website and hotel I have ever booked before gives you 24-48 hours to cancel or change it for situations like this. Horrible policy and Marriott said they cannot change it either. Will never book on Hotels.com again.

Worst customer service. If any at all. Resolution to my problem unresolved. I will never use Hotels.com.
nor will I recommend them to anyone. This is not a U.s. based customer service.

This place is a joke. Unfortunately my grandmother passed. My kid booked a room for the trip for her Funeral. Wrong dates, canceled it 4 hours after booking. They took the money anyway and said all well. Wife was upset about our kids money, and she booked the room. Tears in her eyes, mistyped the dates, try to cancel it after we already had the Funeral, 2 weeks out and that one was denied. Best part was if you get the insurance you can change or cancel. Still took the money anyway and started basically it was out loss. Extremely disappointed and will never use hotels.com again, and I will be getting friends and family about this.

I booked a room for my family (wife and two kids), but the receipt only indicated a room for two people. While I did select the no refund option (because everything looked good), they refused to acknowledge the issue. This is a totally predatory company. Avoid at all costs.

They stole my one key cash. Crooks!

Not only did the hotel. I made a reservation at not have my reservation, they said they did not receive the reservation until after I got there. Even then, when I finally got the reservation sorted out, they did not have the correct room and it was a terrible hotel. I used the trip insurance I paid extra for for them to let me know the insurance would not cover anything. It was pretty worthless to me.

As an update I did get my money back but it took some time.

I recently stayed at a hotel in Brighton and the experience was dreadful. Hotels.com allowed me to leave a negative review about the hotel itself, but would not allow me to post a negative review about the service I received from them. I kept getting emails asking me to leave a review, and then further emails saying my review needed revising. It felt as though they were not willing to publish honest feedback about their own service.
The hotel had no reception desk and no staff on site. The process was supposed to be that, at check-in time, the hotel would contact me with a code to enter the main building and another code for a key safe to access my room. I received nothing at all.
After driving for five hours to get there, I was left standing outside with no way of getting in. I then spent two hours on my phone messaging aa agent to try to resolve the situation. There is no option to phone Hotels.com, you can only use their online chat. It is extremely frustrating being told that they understand and will try to help, yet nothing actually happens. All the while, I was watching my phone battery slowly run down.
In my view, there was no real customer service, no sense of urgency, and no compassion shown. I was left to sort it out myself.
I think it may be time to start using Booking.com more often.

This company, really is the worse ever.
Once they’ve got your money there is absolutely no customer service. No telephone numbers or addresses. The best you’ll bet is a virtual assistant who is designed to wear you down.
If you want a super stressful experience, use this company, if not, avoid them. They are sharks.

Hotels.com left us stranded see review of hotel we booked through them below.

☆☆☆☆☆ (zero stars if I could)

Wingate by Wyndham Humble/Houston In canceled our reservation the day we were traveling—after we booked over a week in advance. When I called, the person on the phone couldn’t have cared less.

We were forced to book another hotel while our flight was boarding, which was extremely stressful, and it cost us $260 instead of $100 ($160 more) because of their last-minute cancellation. I managed to book something before the plane departed, but no guest should have to deal with that.

I’ve included photos from other reviews, and based on what I’ve seen, it may have been for the best—but the way this was handled is unacceptable.

If I could put zero stars I would. I have a documented conversation between me and one of the employees at this place confirming that my hotel reservations would be cancelled. The day after I wake up to an email, asking me how my check-in was. Confused, I called the hotel and they informed me that nothing was canceled. I then check my credit card behold the full amount of the hotel has been charged. I call the company and provide them proof that it was supposed to be cancelled with screenshots of the conversation with me and their employee. I don’t know if these employees can properly read English, but she’s sitting there fighting with me telling me that because I didn’t get a confirmation of cancellation email, it didn’t actually get canceled. this was negligence on their part and they still refused to reimburse me for the cancellation. The hotel itself has contacted me and made it very clear that they read the conversation and it was clear that they agreed to do the refund and that they were appalled that their hotel was being perceived this way as they would’ve cancelled it immediately without issues or penalties.I am now detesting the credit card charge with my Visa company. Thanks to the hotel manager. As for your company. You guys are scum.

I have used Hotels.com for years and currently have over $800 in rewards sitting in my account. All I need to do is update the email address tied to the account. That email no longer exists.

Their system will not allow me to update the email unless I confirm through the old address. That is impossible. There is no alternative verification process. No identity validation. Nothing.

I spent nearly two hours in chat and on the phone. I was escalated to senior support. Everyone was polite, but completely ineffective. No one could fix a basic account issue.

Their solution? Create a new account and “try” to transfer the rewards. No guarantee it will work.

It gets worse. When I attempted to create a new account with my personal email, the system blocked me because my phone number is already tied to my existing account. Their advice was to use a different phone number.

So to fix their broken system, I need a new email and a new phone number.

This is archaic infrastructure and powerless customer service. For a company holding hundreds of dollars in customer rewards, this is unacceptable.

This is a scammer platform. Beware...

i was loyal customer for a decade but left when they trashed the loyalty scheme. Total disregard for customer base and could never use again after they they believed they could trick their customer base into trying to think the had improved loyalty scheme when anyone could see they had gone from 10% to 1% trying to mask it as an improvment... total disregard for loyal clients. Do not use and reward this unethical business with your custom

HOTELS.COM.......The most AWFUL travel site ever! I had to cancel my reservation due to the recent snowstorm. NJ declared a STATE OF EMERGENCY. I contacted Hotels.com, asked for a refund. They replied.........."After several attempts, we could not reach the hotel, therefor no refunds. I called the hotel, reached them on my first try, and got a full refund. DO NOT EVER BOOK ANYTHING ON.......HOTELS.COM. They are awful, and inept at taking care of their customers.

Extremely unhelpful and unsupportive... an agent today gave up on my query because 'there is a language barrier' and basically just supports the listing at which I am staying's false advertising of amenities, which require an extra charge per use. Not normal things, the things it leads with - bathing facilities and a gym. I won't be using them to book as long as they support such false advertising practices. It is absolutely not the norm at other properties to advertise in this way anywhere in the world, but there you go... just leave your customer out of pocket and move on is the approach.

Booked a room for my sister who was released from the hospital. Purchased the insurance for the hotel reservation. Found out a day later that she was not medically safe to stay in the hotel. I cancelled the reservation within 24 hours of the date I made the reservation and file an insurance claim. They denied the claim and charged me for the room and insurance. I will never use again!

Received a Hotels.com voucher . Was unable to see how to redeem it and after about an hour of trying and using the online chat it seems you cannot use it on any booking. Only selected pay now bookings. Clear as mud

Not good.

Bad service

Total scam. I booked a “hotel” with a lovely photo and a 9 customer review. I arrived at the location and it wasn’t a hotel and didn’t match the photo. I paid for the hotel plus $60 cleaning fee plus $200 deposit. I received no information from 6-7:30pm. I waited on the chat support for an hour with no response. I booked another hotel with a different app and was checked in without incident. Chat support finally responded to say I had an updated message from the “hotel” with a building access code. I have since discovered that hotels.com has THOUSANDS of complaints with the Better Business Bureau.