Hotels.com Reviews 11,585

Worst experience ever. Booked a hotel for our vacation in Mexico. Bad weather hit at home and our flight was cancelled and roads were too bad to even get to the airport. Luckily I had paid extra for the travel insurance. At least that’s what I thought at first. I went to cancel our reservation and it stated “you paid for travel insurance, you can cancel your reservation for any reason and receive a full refund.” So I cancelled. After canceling, it made me “file a claim” with the insurance which stated it would take 15-20 days for a ruling. I received an email 6 days later saying that inclement weather and cancelled flights do not qualify for a refund. So I lost $750. Book elsewhere!

A SCAM! I will never book with them again. Arrived at hotel at 1125pm, doors were locked and nobody at front desk. Cannot get any live person on any phone line. Pictures are not real, not clean. NEVER Again! Please tell everyone you know to not waste your time with hotels.com

Worst experience ever
I made an error and booked dates for today.
After payment and realising they said i couldn't refund or make and changes without paying again.

I am profoundly disappointed in atHotels.com for making a promise they failed to honor.
As a neurodivergent adult with severe dyslexia, I accidentally canceled my hotel reservation that included a £20 discount. The moment I realized my mistake, I felt devastated—the kind of intense self-frustration that many neurodivergent people will recognize and understand.
Within seconds, I rebooked the exact same room, at the exact same hotel, for the exact same dates. This wasn’t about changing my plans or trying to game the system—I was desperately trying to fix my mistake immediately.
I then contacted atHotels.com through their portal, and a representative assured me I would receive a refund of the £20 to use toward my new booking. I was relieved and grateful for what seemed like understanding and support.
Hours later, that promise was broken. They denied me the refund and refused to honor the £20 voucher.
This isn’t just poor customer service—it’s a complete lack of empathy and inclusion. I made an honest mistake due to my learning differences, rebooked the identical reservation within seconds, and disclosed my situation to them. Instead of supporting a customer who clearly needed accommodation, they made a promise and then broke it.
Their actions show a fundamental failure to support neurodivergent customers. They misled me when I was vulnerable, and they refused to make a reasonable accommodation for someone who had been transparent about their difficulties.
Would I recommend atHotels.com? Absolutely not—especially not to anyone who is neurodivergent. They promise support, then deliver disappointment. They lack the empathy and integrity that should be standard in customer service

Stay away from HOTELS COM/EXPEDIA they are not customer friendly and they do not back the customers staying at the properties they advertise! seriously they allowed us to get ripped off and the receptionist at QUALITY INN JFK LIED and is allowed to be rude! That's why she hides behind a big glass! Never use HOTELS COM OR THERE OWNER EXPEDIA THEY LIE

If l could give 0 stars l would…
I’ve been a loyal Hotels.com customer for years because it was always simple, reliable, and convenient. Booking a hotel used to take minutes. But this past week has been an absolute nightmare, and I’m honestly done.
First, bookings are no longer straightforward. There’s no immediate booking confirmation, which is completely unacceptable when you’re trying to secure travel plans. You’re left wondering if anything even went through.
Second, the rewards system — the one major reason I stayed with Hotels.com — has become a joke. Rewards I’ve accumulated have mysteriously disappeared, and the free night I had earned on my account is suddenly gone as well. No explanation, no warning, nothing. Years of loyalty, erased.
And don’t even get me started on customer service. The chatbot is awful and completely useless. There is no way to speak to an actual employee, no real support, and no immediate feedback or resolution when something goes wrong. Just endless automated responses that don’t solve anything.
This company has become a perfect example of too much tech and not enough competence. Hotels.com used to be a trusted service, but now it feels broken, unreliable, and indifferent to its customers.
After years of using this platform, I’m stepping away. I’ve had enough.

Absolutely disgrace.
Triplebooked, with message "error with booking".
Ended up with paying for same room 3 times, same night.
Hotels.com dont take responsibility, neither does "vipps". Shame on them both, its close to scam.

Extremely disappointing.
I arrived to check in, but the front desk was closed and there was no after-hours/self check-in option or key access provided. I was unable to access the room/property.
Check-in policies as hotel.com sent me through email.
Check-in time starts at 3:00 PM
Check-in time ends at 10:00 AM
The hotel .com agents didn't help me and hug up phone on me never will book with this unprofessional website such a disappointment!

I booked a room for the Super Bowl a year in advance. I arrived at midnight only to be told that hotels.com never pushed over the reservation. As a result, I had to find a hotel in the middle of the night and what is effectively a holiday and pay four times as much as I would have had I booked it directly.

Don't waste your time with what's effectively a broker in book directly with the hotel.

When I reached out to customer service for help, their response was effectively a sorry too bad and a $25 credit so that I could be turned away somewhere else in the future.

Absolute joke.

I stopped using this app due to them trying to keep my money. They never charged me up front then one day they decided to and tried to keep my money even though I cancelled minutes later. Don’t use them their crooks. Jim NJ

Got a problem with a booking. I have no way of contacting them.
My view on businesses is that if they don’t advertise a phone number to resolve problems then they’re not to be trusted, or don’t care about customer experience.

I’m extremely disappointed with my experience booking through Hotels.com. I paid an extra amount for the option to cancel my hotel reservation through February 4th, but when I tried to cancel, Hotels.com refused to honor it, blaming that the hotel changed its policy. The hotel confirmed they couldn’t help since I booked through Hotels.com, and Hotels.com refused to take responsibility even though my contract was with them, not the hotel. This feels like false advertising and a clear attempt to hide behind fine print.

I’ve used Expedia and Hotels.com in the past, but after this experience, I will never use them or their affiliates again. Beware of paying extra for “flexible cancellation” — it may mean nothing when you actually need it.

Hotels.com is the worst booking site ever, I tried to book a room on the reserve now pay later they charged my account and when I tried to say I wanted reserve now pay later they cancelled the booking and took my money, DO NOT use this platform for room booking.

The customer support is the worst you can think of, incompetent, no one take responsibilities and no one follows up anything. Absolutely last time i use hotels .com and I would advise people to book their hotels directly with the hotel instead.

Had 5 rooms booked for 3 nights and just needed to change reduce one of the rooms with one night which I could since we pay extra for the possibility for changes and cancellations.

They then reduced it with 2 nights instead of one, took 10 days to get it fixed and several chats and at the end they tell me I should just trust them it is fixed without any email confirmation like I got when they changed to 1 nights instead. Never again!!!

Brilliant site,easy to use,plenty of choice of different kinds of accommodation,great prices,I love the key rewards,I won’t use any other site

I booked a stay at the Barceló Maya Beach Resort in August 2025 through Hotels.com for an upcoming trip. While reviewing my reservation details closer to the travel date, I noticed the booking listed a king-size bed and a crib. Since my child is 17 years old, I contacted Hotels.com to request a correction to two full-size beds instead.

During that call, Hotels.com contacted the resort and the hotel said that the change needed to be handled on their end. Without my consent or authorization, Hotels.com proceeded to cancel my reservation entirely. Since then, I have spent four days attempting to resolve the issue and have repeatedly been placed on hold for extended periods, promised return calls that never came, and transferred between representatives /supervisors without resolution.

Ultimately, I was informed that Hotels.com could not reinstate my reservation at the original rate and that only a refund would be issued. At no point did I authorize cancellation, and I simply requested a correction to the room arrangement. Because of this error, my child’s senior trip plans, coordinated with classmates, have now been significantly disrupted, and rebooking at current rates is considerably more expensive.

This experience has been extremely frustrating, and the lack of accountability and customer support has been disappointing. I expected assistance with a simple modification, not the cancellation of an entire reservation without permission. Based on this experience, I will never use Hotels.com for future travel arrangements and I will discourage anyone from using them as well. I have contacted the Better Business Bureau and will be filing a complaint with them as well.

only giving a star to write review. Made booking wa sunanble to go as in hos[ital had online chat abd was led to nelieve that my booking date was changed and all U neededto pay was the balance of£12 approx .When got card statement was charged full cost .
In future I will always now book hotels nyself using google etc.

So I called them about an issue. Actually texted. They tell me that they have the hotel in question on the line please stand by. So I'm waiting probably a half hour or so and they tell me that they can't get through to them. So I wrote to them and said you just told me you were on the line with them. And then they sent me another form letter response. Absolutely horrible. Prices are the same on Expedia. This place won't be around long

I live in the UK. I wanted to cancel a trip in the UK. I clicked on 'Manage Your Trip' in a Hotels.com email that had confirmed the booking. I was taken to the American website because the UK link is broken. Then I found the UK near the end of a global list of countries and got back to where I wanted. Next, I had to delete an obstructive pop-up about switching to an app. Then I had to chat with a robot to cancel the trip. I clicked on 'feedback' to report the problem but the link failed with a sad face emoji. What a mess! The company has become too big to manage itself and the reward nights bonus has been cut to a loyalty scheme worth peanuts. Hotels.com was a useful service but now it's annoying.

I made a mistake of booking through this company and paying through corner I hadn't realized there hefty extra 680 pound for cleaning and a deposit with the company I was going to go with and and ended I ended up not going to the property because I was made to feel so uncomfortable and yet I'm going to be forced to pay for the property which I feel is I will be very very careful on who I book with in future