Hotels.com Reviews 524

I've booked thousands of pounds worth of hotels with this company, they promise promise reward nights when you book 10 nights then don't include the majority off your bookings in your "rewards" they have a "missing points, add itinerary number, you do this and it doesn't allow you to add points, it just shows you the booking. I will cancel £5700 of future bookings with this company due to their failure to do what they say they will... You cannot contact them, you get a bot that asks you what you have already told it. There are loads of booking sights out there, don't be drawn in by the rewards with hotels.com, you'll get less than half of what is promised and there is no way to redress it... I'll rebook all these hotels with trivago or others I've already saved £20 per night LFL on the first cancellation...Infuriating!

Booked hotel, they cancelled within 2 hours, I rebooked they cancelled again within 30 mins, I rebooked and they cancelled again within 30 mins. They said they didn’t know why it was happening. I left it one day and rebooked for a fourth time. This time they didn't cancel…well until 36 hours later. Avoid this company like the plague!

Not even 1 star, They will go bust very soon dont use them, I did and my account is useless, they lock you out to steel money from people.

Awful. Do not use this company. Our flight was cancelled due to the well documented problems with UK air traffic control, so we tried to contact the company about our hotel booking at our destination airport (Birmingham). When the chatbot realised we wanted to discuss the possibility of a refund, it blocked us from all further communication.

UPDATE; I also contacted the company by social media and they said they’d look into it all if I messaged them privately. I did this and, a while later, it just led to another refusal and another brush off. They are charlatans with no interest in customer service, customer loyalty or customer happiness. Avoid at all costs.

YOU ARE TOTALLY USELESS YOU LET ROOMS NOT KNOWING WHAT IT IS YOUR LETTING, THE ROOM THAT YOU BOOKED FOR US AT THE GLENDOWER HOTEL WAS INACCESSABLE IF YOU ARE LETTING ROOMS YOU SHOULD HAVE VISITED THE SITE YOURSELFS TO KNOW ALL ABOUT THE PROPERTY ACCESSABILITY ISSUES YOU TOTALLY RUINED OUR HOLIDAY, IF IT WASN'T FOR THE VERY FRIENDLY AND HELPFUL STAFF WE WOULD HAVE HAD TO COME STRAIGHT BACK HOME THEY MANAGED TO RESHUFFLE 2 PERSONS AROUND TO GET US A ROOM WE COULD ACTUALLY USE IT TOOK THEM A WHILE BUT THEY SUCCEEDED WHERE YOU DIDN'T BUT THAT WAS ALL THE FIRST AFTERNOON RUINED BECAUSE OF YOUR INCOMPETENCE WE WON'T BE THE FIRST OR LAST TO HAVE PROBLEMS WITH YOUR NEGLIGENCE IF YOU DON'T KNOW THE HOTEL INSIDE OUT YOURSELFS IN PERSON THEN YOU SHOULD NOT BE LETTING ANYTHING BECAUSE YOUR SPOILING TOO MANY PEOPLES HOLIDAYS AT A GREAT COST IF NOT FOR THE EXCEPTIONALLY GREAT STAFF AT THE GLENDOWER HOTEL WE WOULD HAVE PAID £400 FOR NOTHING YOUR COMPANY IS NOT FIT FOR PURPOSE AND SHOULD BE REMOVED FROM THE MARKET PLACE BY THE POWERS THAT BE THAT LICENCE YOU TO TRADE YOU MAY EVEN FIND YOURSELFS IN LEGAL LITIGATION WITH SOMEONE HAVING NOT BEING SAVED BY THE HOTEL OR RESORT FINDING THEM A APPROPRIATE ACCOMADATION AND NOWWHERE TO GO ONLY HOME MAYBE A FLIGHT INVOLVED OR OTHER OUT OF POCKET EXPENSES YOU SHOULD THINK YOURSELF LUCKY THE GLENDOWER HOTEL CAME THROUGH FOR US OTHERWISE IT WOULD HAVE BEEN US TAKING YOU TO COURT

0 stars would be my choice. They are that bad.
I booked a 2 night stay on the south coast with Hotels.com. Arrived and the hotel had no confirmation of our booking. Spoke with Hotels.con agent who told me there was nothing available within a 10mile radius. He said he could sort out a refund to which he said he was doing.
We ended up travelling back home (4.5 hours).
Next day tried calling Hotels.com and was on the phone for 1hr 28 mins trying to get the refund. I’m still waiting for promised refund. AND WILL NEVER USE HOTELS.COM AGAIN

Always used this company after changing from booking.com.Recently had a five nights stay near London to find that stamps had not been applied on 7 August as should have been.Eventually managed to speak on chat via app to be told it now takes up to 35 days but they would look into it and I would hear within 5 days.That is now up and still no word.Clearly happy to take your money but don’t want to give out the rewards.Was quite happy to book another night but no more.Will take my custom elsewhere now

1.4 star reviews, hardly surprising! We paid a £300 deposit for damaged that did not get returned. We did damage a window but we replaced it ourselves the very next day, the day before we left. The only way they knew we had damaged the window was because the cleaner had seen it(they didnt come to clean)Not only did we replace the window, we had cleaned up as if it never had happened(as we should have) we subsequently paid twice for a broken window. They also said they were charging us £30 for a cleaning fee, we hoovered, stripped the bed & had all our rubbish bagged up for them, Cheeky sods, never booking with these EVER again!

I wish , I had 0 star option....
They took money from my account with no email confirmation and nothing. I can't even get my money back. Please, please stay away from this company and use the alternatives.

All I can say is this company are a bunch of crooks!
Their customer service is shameful!

At last, a company which takes seriously any complaints from its customers (even those which were not the company's fault) and seeks earnestly to resolve them. (Well done, Geraldine!). The chat helpdesk is a bit cumbersome but once you're in touch with an agent, they go the extra mile. They also have a voucher scheme with Tesco Rewards (double your money) which knocks £££s off your bill. Highly recommended.

Robbed me, never ever ever again!

Shocking customer service. Fobbed off constantly Despite them agreeing to alter a booking (same hotel same dates)they haven’t completed the tak and have kept our money,£250.00

I had a terrible experience at a hotel booked through this site; but that's not their fault, they rely on people reviewing the hotels so other customers can make an informed choice. The problem is, they wouldn't publish my bad review, possibly because it was so seriouse and the hotel was part of a major international chain. Their model is broken if they only publish good reviews. I will be using another hotel booking site in future.

This company does not understand the meaning of customer service. I spent several hours at my computer 'chatting' on-line. I kept asking to be contacted by phone to speak to somebody with a modicum of sense but to no avail. I was asked to give my mobile number and/or email and having given both they said they could find no record of me, even though my phone app clearly showed me as having been a member for several years when I used them once before. I will never use them again and I advise others to avoid them like the plague

Customer service? Not sure hotels.com know what this is. Outrageous!! Chat online to someone who spends their life putting you on hold and doing absolutely nothing

Norfolk Inn Hotel, Norfolk Square. Delete, delete it especially from my memory. Due to situations out of my control I had to stay here not 1 but 2 nights, would not recommend it to anyone, couldn't wait to leave. At least the bed sheets and towels seemed clean and that is the only good thing about it.

Awful experience wouldn’t use this company again. One agent says one thing and another says something else. Trying to cancel a room after the event we where going to see was cancelled so now we have to go or lose our £220. AVOID AT ALL COST!!!!!

I am having a nightmare on the eve of my nieces wedding and I just want to go home. I am a lone female in a room above a pub where I have ro share the bathroom and toilet with men
I'm scared. I asked hotels.com.to let.book another convenient hotel. But they told me I would have to pay the full cosy of this hotel and some. Its totally inconvenient. They want to kick me out at 10am when the wedding is at 1pm. But they have offered that I sit in the pub till I'm ready to leave. Hotels
Com won't.swallow the cost and have allowed me to stay in an inconvenient hotel where I am unhappy and scared. They do not care about women's safety. My alternative is to leave the hotel.amd go home and.miss the wedding. I think I have to so this and will never book with hotels.com ever again. I'm done.

I just took a photo of mens underwear hanging in the shared bathroom. It's a nightmare

Just recently had a stroke called hotels.com to get a refund for a hotel we booked in the Isle of Man and was told it's against terms and conditions I will never book through this site in my life