Hotels.com Reviews

On a recent trip to Honolulu I attempted to book an economy hotel room and after I submitted my card information, hotels.com posted a message that to room was no longer available. I needed a room so I tried again. At check in the hotel informed me I had booked two rooms. When attempting to cancel the second, more expensive room hotels informed me it was too late as I had already checked in. I wrote an accurate review of my experience which they rejected.

Date of experience: December 19, 2024

My daughter bought me gift cards for Hotels.com as a birthday gift 3 years ago. Despite spending hours, on numerous occasions, searching for a property that will accept the gift card as a payment method, I have been unable to find even one !! I have spent hours on the phone and on customer support chat but I still have these useless gift cards that I am unable to use.

Date of experience: January 03, 2025

TERRIBLE. I booked a car rental 4 days before Christmas Eve, when I arrived to the agency they informed me they had no cars left despite the fact that I had a reservation.

I called Hotels and they informed me I could find a new rental agency and they would cover the difference since the price was 3x what I had originally paid for. Trusting them, I booked a car. I've called them multiple times, spent more than 2 hours on hold while they "check their system" yet no refund has been provided.

They say they call me back and indeed they do but so happen to hang up as soon as I answer. Today, they had me on hold for an hour, and when I was finally sent to the right officer that would finally give me my refund they "couldn't hear me" and hung up.

So disappointing, will never return to this site or their sister sites.

Date of experience: January 03, 2025

1 star because 0 stars not available.

Reserved a hotel for New Year 24/25.
Family member got long-term sick.
Tried for hours and hours to cancel reservation with no charge (the deal I thought I had signed up for). Impossible to talk to a human in Hotels. com. Spent 4 hours on this. Endless AI loops... even though it says an agent will talk on a UK number you just get the ghastly Ai and endless silos and blind loops. Emailed the hotel who completely understood my problem and said I had to contact the Hotels.com direct. Hotel said it would not charge but neither could it cancel.
I have just spent another two hours trying to battle to get through to a human at Hotels.com. Abysmal and worse.

Date of experience: January 06, 2025

Hotels.com is horrible!!! I have been burned by them several times and I’m done and tired of being ripped off. The last straw was a cancellation problem due to a huge winter storm coming to the Midwest. I asked for cancellation due to potential impassable roads in the area of the hotel (Paducah KY). Called hotel and they said Hotels.com will not allow the cancellation and it’s not up to them. Emailed Hotels.com and they said it’s up to the hotel. They took the whole payment I made and no refund. Did they expect the driver to risk there lives getting there? What a scam !!! This company does not back their service for their customers. I have been burned three times on a hotel reservations. I make the reservation and confirmation email and show at hotel and they have no record of booking and I’m on the street looking for another hotel. A very BAD company !!

Date of experience: January 04, 2025

De har ingen koll på vad det är för hotell som de erbjuder. De tar heller inget ansvar om hotellet missköter sig.

Sen väljer de aktivt att inte alltid publicera recensioner som inte är positiva om hotellen.

Rekommenderar inte någon att använda sig av hotels.com, gör det istället via hotellens egna sidor. Annars är man rättslös när det skitet sig, de skyller på varann och ingen vill ta ansvar.

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They have no idea of what hotels they are offering, they dont care.

They chose not to publish some of the negative reviews of the hotels, and when u ask about it ”they dont know what happend”.

I suggest u book on the hotels own webpage, if u are not happy they will blame each other and no one will take any responsibility.

Date of experience: December 29, 2024

Not happy with online booking experience at all, felt unjustly trapped in non refundable booking on a particular day. But hotel staff made up for it amply, especially Amy at reception and the temporary bar staff on 3rd January 2025. They went the extra mile on my wife’s birthday with upgrade to an executive room, complimentary excellent breakfast and a complimentary drink. There were also a birthday greeting and chocolates in the room. Will be returning to Leonardo Swindon again!

Date of experience: January 03, 2025

Never gonna use this app again because the hotel I booked - they never tried to work out with the hotel because of Force Majuere. I called them that we will not be there on the first day due to the storm, as there were no consideration they told there's no refund so we only used 1 night stay instead on 2. The total amount was about 700+C$. The total amount charged by the hotel is about 500+C$. So the commission was about 200+. Do not use the NON-REFUNDABLE. Deleting this app right now.

Date of experience: January 02, 2025

Business of CONMEN . Sold me a booking for a hotel for 3 business suits. When I got their with my family after 36 hours of traveling , I was made to stand in lobby for 3-4 hours and to let me know your rooms are already given to some one else and you can leave. Which forced me to go for search for other hotel and paying again for that hotel stay. Now hotels.com has been the worse help since then. They should be blacklisting that property for treating their customers the way they did plus they should refund my money. But they refused to do any thing except one "sorry"

Date of experience: December 27, 2024

Still no reply from Hotels.com about the cancellation of my booking less than a week before my stay over Christmas. No explanation or response. I’m so disappointed as have been a regular booker with hotels.com over many years but all the trust has now gone. Thankfully the hotel stepped in and honoured my booking but will never book with hotels.com again.

Date of experience: December 16, 2024

I will never book a hotel with this hotels.com again. They didn't send an email with the code to enter a hostel, so I had to stay in another hotel.
I asked for a refund for my night and my emails went unanswered. There is clearly a malfunction in their system and their customer service is very bad.

Date of experience: November 05, 2024

I used Hotel.com and booked two nights at Golden Magnolia resort and spa Flagler Beach FL. They charge me $451.79
Breakfast included. On website everything looks amazing and picture that show are excellent.
The reality hit you when you arrive to the place what you saw on Hotel.com. If possible Hotel.com should be banned from
Posting pictures of the place that is not up-to-date.
The place is rundown, very bed smell and terrible rusty place.
The pools are dirty and not maintained at all. Mattress is possible 20 years old. Very disappointed on Hotel.com
Please do not book any places with Hotel.com
No breakfast was offered.

Date of experience: December 28, 2024

Picture of hotels and price advertise are misleading. Customer support in case of dispute with the hotel is nonexistent. They do not get involved even in case of misleading information from their partners, also my bad review to one of their partners has not been published...they do not provide a reason for that. So I am wondering how really objective is the website on that.

Date of experience: December 09, 2024

AVLIDA HOTEL PAPHOS - The Front of house staff are simply rude, unwelcoming and discourteous. They pick and choose who to be couterous too. Unhelpful and uncivil, sums them up.. as opposed to housekeeping and back of house..who were civil, friendly and courteous..

Hotel needs an update, no frills here, incredibly basic, old and tired decor.. any suggestion that this hotel is more than a two star establishment are unfounded! I would not recommend this hotel to anyone and am writing this review to alert unsuspecting travellers that this hotel will not meet your most modest expectations for good quality good customer service and value for money. POOR..Do NOT stay here!

Date of experience: December 26, 2024

I've used hotels.com for buisness and personal purposes for 6+ years now. Spent tens of thousands and on average stay in hotels for minimum of 100 nights of the year. Your customer service has been shocking for the past 2-3 years. The removal of the rewards scheme for a completely pointless 2% scheme is a joke. And you've lost a loyal customer. Now I just book direct to hotels and save a fortune for me and my business.

Date of experience: November 04, 2024

Hotels.com charged me more money, with no ability to cancel, to change the dates of my stay in New Orleans just after the terrorist attack. All I wanted to do was shift the date a week to avoid the law enforcement commotion since the attack occurred about 2blocks from the Marriott. This was definitely not an act of god, but an act of greed.
Update: Booking.com and Marriott have refunded my money. I guess it took some time for the situation there to be digested. I’m upping the stars to 3

Date of experience: January 01, 2025

I made reservation and pzod for trip thru Horles.com. however, I cancelled the trip due to sickness 5 dqys before actual stay and they are not reimbursing my money. 210.00 they refuse to give me refund for

Date of experience: December 30, 2024

We were scammed by Hotels.com. We booked a hotel in Chennai through Hotels.com. When we reached the hotel we learnt that the booking was never confirmed by the hotel with Hotels.com. My family had to arrange for more money to book other rooms again. When we contacted Hotels.com to request for refund for the money they took from use to book the hotel they said they have to get approval form superiors and that in our case they should be able to refund us yet days after we go an email stating that we will no be getting a refund. It was a significant amount of money that they took from us. We do not understand how can they take our money, acknowledge receipt for payment, confirm the booking with us when the hotel never confirmed our stay with Hotels.com.

Very Bad experience. I do not recommend. Please find another site who will do your work more reliably and you will have a stress free stay.
I have only one word to describe them SCAMMERS.

DO NOT USE THEIR SERVICES.

Date of experience: December 27, 2024

Shambolic company and one to really avoid. I paid slightly more for a breakfast included deal but when my booking cane through it was for room only. I spent ages on the online chat trying to sort this out with an incredibly rude and deceitful member of staff who refused to assist. I asked several times for the complaints procedure details which he refused to give, saying there wasn't one. I eventually quoted UK law and he magically produced it at the 5th time of asking. I ended up needing to spend an additional £16 on breakfast, in addition to having already paid the higher breakfast included rate at the time of booking. Without a doubt, the worst booking company on the Internet.

Date of experience: December 21, 2024

1 star is more then I wanted to leave. Do not book through this site! I booked a rather expensive room through hotels.com and when I arrived at the location after check in time, I was told my room was not cleaned or ready. I was given a less expensive room and that a refund of the difference would be credited back to my account... still waiting and neither the hotel or this site will acknowledge my request. Will never book here again.

Date of experience: December 07, 2024