Hotels.com

If i could give a minus for a website, not even one star it would be this one! I booked a hotel in Zanzibar where is written on the website that they are accommodated in Stone town, a day before my trip i got a message they are 13km far from Stone town. The problem is that i choose this villa because it showed on the map its 1 minute far from Zanzi House where my friends are staying. I tried to reach hotels.com but nowhere i could reach them. I cannot get refund for the lies they made on the map! Disaster! You ruined my vacation!

I am owed an $80 refund from Hotels.com because I was charged by them and by the hotel that I booked. I have been trying to contact them regarding this issue but cannot find any way to contact them. It has been over 30 days since my booking. I have contacted my bank per information given on their website regarding refunds but still have not received it. I don't think I will ever use them again. Instead I will book directly with the hotel. Crooked

Just had a very... "colorful" experience at a hotel suggested by them. Pressed submit now banned or?

Just after few hours of booking the room. I contacted the virtual agent, rang Hyatt Regency Delhi and told them about the genuine error of booking the wrong date. They denied to offer me any help but only Sorry without any solution. Stick to booking.com if booking via third party website. Not booking with them ever again!

I used to like hotels.com and I used it for booking all of my hotels. Now that they switched to onekey cash and erased all of my stamps, my rewards value says $0 and I can no longer use my rewards. They claim to have better pricing but it's not any less expensive than before and the value of the rewards is pathetic. I wouldn't use them anymore.

Obviously this website is ok to book travel reservation. But in a "crisis'. AKA this ridiculous CDC virus. They're phones are " temporarily' out of service. So I can't cancel my plans without them charging my account. My advice, call your hotel directly.

I had 1 free night and was half way at another night when Hotels.com chaged there points system and took everything away. I wont use them anymore cannot trust them.

Do NOT rent from Hotels.com. I rented a room, they took my money, never sent me a conformation and I had to pay again when I got to the hotel. I disputed this with my c.c. Company and lost. Nobody from Hotels.com would help me with this or actually gave a dam.!

First of all hard to navigate to their website. They dont give you much info on your itenirary. Hard to get to their customer service. I dealt with expedia they gave me my money back immediately. Hotels.com said 7-10 days for refund. Wont ever deal with hotels.com. Lesson learned. Buyer beware. This was my first time dealing with hotels.com

We booked a trip to Boston. We needed to cancel it due to my husband's illness. Maria Rosalie was very helpful, efficient, and professional as she called the hotel property, spoke to the manager to explain our issues, and got a full refund. I know Hotels.com often gets a bad rap for being impersonal and not as helpful as the hotel itself, but I found just the opposite. She listened, and she cared. And I appreciate it. Thank you, Marie Rosalie.

Property Owners be ware! Expedia are not paying out property owners. I have had2 guests stay in July 31st and August 4th. No payment received as yet. No reply to my correspondence. Customer service is incompetent. Will take this as far as I have to to get my £500. Disgraceful and unprofessional!

Got degraded in our hotel stay when I booked one night and 2 rooms to a really high price for that area. We got defeated to another hotel with no compensation or anything. No help from the customer service on hotels.com which seems to be sitting at some call centre in India because they could barely speak English and they promised to make this right and to compensate me within 24 hours, now it's been 1.5 days and I haven't heard anything from them. Never again

I made a reservation on their website based off the days I put in and when I checked out it had adjusted the days by one day. I immediately reached out to them within seconds of the reservation to get them to change it to the next day for my reservation. I was told becasue I did not pay extra for their insurance which is a SCAM that they could not help me. Then the agent who is a liar said he called the hotel and they refused to change the date and that I was out of luck. Even showed them where their platform made the mistake but they will do nothing about it. I was told I could get an email to request a refund and I have sent all the screenshots to prove their mistake and sent over 5 emails after that and have received NO RESPONSE from them at all. Do not use them.

I would prefer to give this company a half a star. It was very easy to book my room and get a decent price. However, when I went to check into the hotel with my reservation confirmation number, the hotel could not find it, the employees could not contact anyone from hotels.com, and I could not reach anyone from hotels.com. I was in a bind for time and had to pay out of my pocket for a night stay. Hotels.com refused cuz to give me my money back. I spent days on the chat trying to get it resolved without getting anywhere am I questions were not answered, probably due to crappy AI. I even got an email stating that I would not get my money back and I hope I enjoyed my stay! I was so unhappy with hotels.com I was in a rage. Thank you to a persistent hotel employee. I got my money back. I will never use hotels.com again. Absolutely terrible service.

Made a reservation that clearly stated pay at property. Was charged before. Hotel was nasty and hotels.com was no help in getting refund. Picture is of bathroom at Quality Inn…this was after they "cleaned" it because I complained.

I made a reservation through hotels.com for a room in Bossier City on the 14th, when I arrived had to purchase the room all over again hotel.com kept my money, and refused to put management on the phone and would not transfer my reservations to the hotel. And kept hanging the phone up in my face. I have contacted my credit card company. To get my payment back. Please be careful
Booking with them.booking with them

Was able to contact them with online chat twice, 1st time got bum deal on hotel and online chat person gave me $20 credit and room upgrade to nicer room, so was satisfied. 2nd time had to contact again because couldn't figure out how to get my free night and online chat person turned out to be very professional and apologetic, suddenly I got my free night. So started trusting them after this. But I think they got sick of me afterwards because the online chat app mysteriously disappeared and calls only are done for contacting. But to call if you do not have prepaid time on phone can be expensive, so you have to send them email if any issues. Another thing questionable about Hotels.com is they had all 5 star reviews for BnR Resorts in Bangkok. This which misled me to book room, later discovering all of the reviews of BnR Resorts were misleading and fake to be all 'wonderful," and my honest review was never published. So I think they show unfair favoritism to who they "like" and wont publish anything negative. Many pictures of rooms are photoshopped and reviews can be doctored, so you must be careful with Hotels.com.

If possible, I would have rated ZERO stars.

Felt like a bait and switch. I searched for a pet-friendly hotel. I selected one of a hotels the site directed me to. After booking (non-refundable) I received a confirmation from that hotel. It said no pets are allowed.

I contacted hotels.com. They provided extremely poor customer service (completely unhelpful). They took absolutely no responsibility for their site having created this issue and made no good faith effort to provide me with a refund (full or partial).

I feel this company is unethical. The way they do business and their customer service seem a bit shady. I will not use hotels.com (nor its parent company, Expedia…nor any affiliated companies) when booking future hotels or travel.

I will recommend my family and friends book through a different company.

I booked a hotel room with the "one key cash" I had on my account. I had to cancel the reservation due to personal issues. This was several days before the reservation date. I couldn't get to a human being, only a bot/online agent. I was told that the reservation was non-refundable. That was completely hidden in the booking, so it was a complete surprise to me. In essence, they and the hotel get a profit and the customer gets screwed with no recourse. I would understand if it was last minute, but days in advance? Why even give them the courtesy to try to cancel ahead of time at all? Just don't show up next time, that way they can't make double profits on a room you won't use by booking it to someone else. Also, their customer service is simply horrible. As I said, you can't even reach a human being. The sad thing is, this used to be a decent company and I had used them for years, but since they revamped everything and use the stupid "Key cash" instead of actual money, things have really gone downhill with their customer service and transparency. As someone else here mentioned, the word to describe their no refund policy - which they hide in the small print when you book and you have no idea that your booking is nonrefundable until you find out the hard way - is CRIMINAL.

I would not recommend booking with them at all!
Don't even trust they terms and conditions! I had 8 rooms booked for more than 300e a night and for couple nights! I was only looking to cancel one night and guess what even in the TERMS AND CONDITIONS stated FREE CANCELATION they never did it!
Agents would answer phone from whatever they are and would not listen and always would repeat the same no matter what.

After over 10 years using Hotels.com service, they cancelled all my rewards on a arbitrary date without any notice. That was April 9th 2023 and they move it back first of January 2023. Trying to speak with someone, the service is just horrible and give exactly the same generic answer. Many recent review seem to flag the same problem. Act like they will go out of business soon and want to save a maximum of money on the back of clients. No advantage using them. I'm also using Priceline and they are a lot better.

Hard to understand terms of the agreement with language barrier. Was overcharged fees and unable to get a refund. Unwilling to work with customers.

Due to a serious breakdown in my vehicle I was not able to make the reservation at a hotel and I tried to cancel within 1 hour of making the reservation. They told me it was up to the hotels discretion. The hotel tells me it's up to their discretion. Lo and behold I was not able to go on my trip. I have to buy a new vehicle. And they still charged me! Do not do business with any company or individuals that hate America and hate americans! Traditionally in this country you do not pay for something you do not get.