Hotels.com Reviews

I have had the worst experience with this company and the poor customer service. I have been trying to get a refund for weeks and have been lied to at every point. They cannot contact the hotel and this is by email or phone. Hotels.com are the people holding my money and not hotel. I keep getting told I need to wait and then told I was getting a refund which turned out to be a lie again. Please do not use thus company as I am still fighting and being held on phone for 3 hours trying to get through.

Terrible site. Booked me into a hotel that was closed. When I arrived to check in the hotel was closed and I had to find somewhere else to stay last minute which cost me more money. Now a month later I've called hotels.com multiple times and yet they still haven't refunded me. They said that the hotel refused to honour the refund as it was a non-refundable booking. I've explained multiple times that the hotel was closed so it wasn't me that cancelled. They still haven't managed to resolve it. Do not use hotels.com.

After having a hotel break cancelled in May 2020 due to COVID i received a voucher from hotels.com and rebooked for April 2021. Again the hotel cancelled due to COVID. Hotels.com have not refunded or re issued the voucher! Customer service keep saying its a one use voucher only. After arguing with customer service, they said they would escalate this and would get a response within 48 hours, this was over a month ago! They are impossible to get hold off, do not reply to emails and when you eventually get through to customer services they fob you off with the same excuse, its a one time voucher, we will escalte and then nothing...again...

HORRIBLE Experience! Call back time is over 2 hours! Did not give me reward stamps for a completed stay and blamed hotel for "changing" my reservation. Said they called hotel, however I called hotel myself and manager told me my reservation was in their system - there had been no problem on their end and that Hotels.com NEVER called them. He had been on duty entire time. Stay away from this site. Used to be great - now is garbage

Paid for a 3-night stay in a hotel booked via Hotels.com. 70% of the cost was booked using Tesco vouchers. I made sure I booked a refundable option. I had to cancel but Hotels.com refuse to refund the vouchers. Which I saved up for for over a year. Everytime I try to speak to their customer service they transfer me to a mysteriously non-existent department aka "expert partner" (and just cut me off).

False advertising! Don’t use Hotels.com or stay at The Carolinian. This was a Birthday/Anniversary weekend get away trip that almost went south. I booked a king room with a hot tub and ocean view with free wifi. Out of the booking the only thing we got was the room with a king bed and a 6hr checkin delay. The hotel manager Cris was absolutely horrid, unsympathetic, and downright rude. I would give this hotel a 1 based on our interactions with her alone, but when you add in being homeless in another state for hours on end and not receiving the room you paid for there should a negative 5 you can give. Don’t stay here and done use Hotels.com. I actually thought maybe I’d made the mistake when choosing the room but I read the reviews around the time of my stay and they are saying the same thing. They selected and paid for one room but received another. I will never use hotels.com again.

Book with your hotel directly. Customer service are difficult to deal with, extremely slow and very unhelpful when dealing with problems. The customer service line is also bizarrely an international phone number. I've waited for hours on their customer service, with no resolution.

Truly awful customer service. Hotels.com cancelled the booking due to covid situation, which perfectly understandable. What I fail to understand is why a simple refund process can be so painful ! The online chat feature is not helpful as no-one can resolve anything. There is no-one taking ownership of a customer query. Hotels.com... please sort out your processes to respond customer issues correctly. Absolutely dreadful service and I will never ever use hotels.com again ! Zero stars would be more appropriate !

Honestly I can’t understand their customer service reps. Usually it sounds like 10 people are talking in the background whenever I call. An free rewards nights? Just BS. My rewards nights have been in a “locked” status for weeks now. Of course when I call no one can answer when they will be magically unlocked. I’ve booked several nights through this app but trying a different service because they don’t deserve my money for such poor customer service.

I have been booked a hotel room for this summer from hotels.com and I chose the pay at property option with free cancellation when I booked so they asked card details and they said don't worry we never gonna take any money from your card until you been from hotel so my reservation for this summer after 2 days I saw the taking 360 pound from my bank account and I have been contact with hotels.com I told them I choose the pay at property how come taking money from my bank card they do a lot excuse and they said we can cancel if you are unhappy and full refund I said ok then they do refund 338 pounds so 22 pounds missing I do report my bank for fraud case because I never give the details for hotel but hotels.com give my details for hotel and they take the money.So don't trust them.

Booked a non smoking room. The hotel gave us a smelly, smoky room. Hotels.com would NOT refund our money. I'll never use them again.

I have had to cancel bookings due to Coronavirus and have had full refunds with no issues or questions asked. It is refreshing to see a company act in a sensitive manner during these difficult times.