Hotels.com Reviews 11,584

I booked and fully paid around $700 for a hotel via Hotels.com. The reservation was confirmed.

Later, the booking was cancelled without my request or consent. Within one minute, the exact same room was listed again on the platform for around $1,500, and it was still available at that higher price.

I contacted customer support multiple times and explained the situation to several representatives, but no proper solution was provided and the case was eventually closed.

Cancelling a confirmed and prepaid reservation and then relisting the same room at a much higher price is not acceptable. This experience caused financial loss and a lot of unnecessary stress.

Very disappointing experience with Hotels.com and Expedia Group. I expected much better customer protection from such a large company.

They have really gone downhill. The customer service is a joke and they don't even follow their own policies. The offer price matching. Or at least they claim to but they don't actually follow through. I am booking a hotel room that I go to EVERY WEEK. This hotel only has two types of rooms. 1 single bed and a double bed room. they won't price match because on their site it is call a 'Standard room with a Queen-size bed and no smoking' and on the competitor site it is called a 'Queen no smoking room' Its the same room and its obvious if they actually look at it. I guess they've been told to make any refunds hard to get. Pathetic.

My reservation at the Lyle Hotel in Washington, DC was booked and confirmed under the “Due at property” payment option. The confirmation I received from Hotels.com reflected the correct rate and the correct payment terms. However, Hotels.com transmitted incorrect information to the hotel, which resulted in an unauthorized deposit being charged to my account. The hotel then informed me that this deposit was non‑refundable.
I contacted Hotels.com customer service multiple times before finally reaching Leo Haji, a Hotels.com agent, on March 2nd. Leo acknowledged the error and assured me he would work with Lyle Hotel to correct it, with a callback promised. Ten days passed with no update and no resolution from Hotels.com.
Based on this experience, I strongly recommend avoiding Hotels.com. Their internal communication failures directly caused the issue, and they offered no meaningful assistance even after acknowledging their mistake.

I have been dealing with Hotels.com for over 15 years and I’m noticing they have gotten sloppy. They do not care about the customers that use them and hide behind virtual chat bots to not provide real customer service. I will not no longer let them take advantage of me. I have had several situations to where they let these hotels treat there customers any kind of way and they don’t intervene to support the customer. I was recently scandaled by a vacation rental host who accepted my reservation. Me and my family drove over 500 miles just to get to the rental and be told to vacate the premises. This was unacceptable inhumane and Hotels.com don’t care and refuse to give me my money back because the host is saying we had too many people when in the agreement it listed all 6 guests. They should have denied the rental from the beginning.

We got caught in a snowstorm and they canceled all flights. I went online to book a hotel close by and clicked the button. Upon arrival they said it was for the next night. I called customer service and said that was too bad. Zero empathy in a bad situation. Then they said use my travel insurance to cover it. What a joke. After 3 days of trying, they said they don’t handle wrong bookings. Ironically at the hotel, 2 more customers came in and had the same problem with Hotels.com. I hope my $126 was worth it because they will never get my business again and I’ll tell everyone what a horrible customer service they have.

Go to hotels direct to book. Hotels.com actually charge an inflated price. When I complained they were not interested. Their customer service is extremely poor. I have now deleted my account with them. I will never use them again.

I’m updating my previous 1-star review. After my initial frustration with the chat bot regarding my "expired" rewards, I escalated the issue to the Expedia Group Executive Team.
I was contacted by the Global Traveler Resolutions Team, who acknowledged that my rewards had expired due to inactivity. However, they provided a one-time exception and reinstated the full £134.25 to my account. 
I have now used these funds for my hotel booking. While the automatic expiration policy is still frustratingly quiet, I am impressed that a human at the executive level actually stepped in to make it right. Don't waste time with the chat bot, email them directly

Hotels.com has a very poor customer interface. Extremely long wait times, hangups, and unresolved issues. No follow-up with clients. Consistently favours hotels and not customers. Negative reviews get tucked into the lower tiers of reviews, thereby “hiding” things…

 ​👍​ to “ It's been a few weekends since my amazing stay at The Westin Gaslamp District. Im still reminiscing about the great trip. It all started with Marjorie at check in. Great great customer service and hospitality.
From Marjorie, I met James at the hotel bar after taking my bags to my room. James was great at recommending places to eat and things to do that weren't very touristy. He was also great at saying hello and checking in when I would run into him throughout my stay. We talked about where I'd been and how the experience had been.
Breakfast the two days of my trip, I was helped by Ricardo. He was very hospitable and kind. When I was sick he was kind enough to pack up some breakfast so I could enjoy the amenity in the comfort of my room. Couldn't ask for a better person to start my day with.
Overall, my stay at The Westin Gaslamp District was 10/10 would highly recommend and would definitely return ” 

Extremely poor. Tried to do a price match and their chat agent gave me the run around for an hour and could not add up 10 numbers:
£209.48
£97.13
£103.48
£115.54
£169.49
£238.68
£245.67
£284.42
£174.93
£114.89
Total: £1753.71

Blantently either grossly incompetent or fraudulent. Tried to argue that the numbers above added up to £1179.47. They do not.

Made a complaint. Was put on hold for half an hour to speak to a supervisor who then proceeded to put me on hold multiple times to avoid doing the price match. They never registered the complaint.

A total disgrace.

Trying to resolve a billing issue. I’ve been on hold for over 1 hr. Never again will I book a hotel room thru hotel.com

If I could rate it negative stars I would. It’s a SCAM. DO NOT USE HOTELS.com for anything. You can’t get in touch with a real person no matter what you do. They are NOT honest and if you don’t screenshot everything they’ll switch up dates on you and claim they can do nothing about it. You’ll have a “penalty fee” which is just the total cost of the room for “canceling the room”. So, nothing gets canceled and your charge for the room on dates you didn’t choose. ITS A SCAM and they do not use live people in their chats. They lied to me about calling the hotel as well.

I was more than 14 years a client with hotels.com.
Now I found out that the are cheating with the price offers. My colleague and I booked at the same time the same hotel and the prices were different. Confronting hotels.com with this fact they just told me that it is like that and cancelled the communication.
SCAM! I will never book there again!

We booked a stay for 4 people through Hotels.com at VinPearl Resort & Spa Phu Quoc. However, when we arrived at the hotel, the room only had one king-size bed and one extra bed, which obviously does not accommodate four people.

The hotel staff told us that the booking details came from Hotels.com, while Hotels.com later claimed it was the hotel’s responsibility. As a customer, it was extremely frustrating to be sent back and forth between the two parties without anyone taking responsibility for the mistake.

We contacted Hotels.com customer service, but the experience was incredibly poor. They simply rejected the complaint and kept saying it was the hotel’s problem, instead of helping to resolve the situation.

The hotel offered to add another bed, but only for an additional charge. After a long discussion, they reduced the price of the extra bed by 50%, but the situation should never have happened in the first place.

Very disappointing experience and poor handling of a problem that should have been solved without discussion. When you book accommodation for 4 people through a booking platform, you expect the room to actually have beds for 4 people upon arrival.

Overall, this was a very frustrating experience with Hotels.com, and it has definitely reduced our trust in using the platform for future bookings.

I booked a hotel stay through Hotels.com, and it appears there was a glitch on their website that resulted in two reservations being made for the same date. When my plans changed, I cancelled one of the reservations, believing it was the only booking. At the time, I was unaware that a second reservation for the same date had been created.

Once I realized what had happened, I contacted Hotels.com to request that the duplicate charge be resolved. Unfortunately, they declined to remove the charge in full. I then disputed the charge with my credit card company, but the dispute was ultimately decided in the merchant’s favor.

Based on this experience, I would strongly recommend booking hotel stays directly through a hotel’s official website rather than through third-party platforms like Hotels.com. In my experience, resolving billing issues through third-party booking sites can be difficult and frustrating.

PLEASE STAY AWAY FROM HOTELS.COM. IN MY OPINION, THEY ARE A DISHONEST ORGANIZATION.

Hotel. Com did not disclose that the hotel we booked required a $250 incidental fee that would be held for 4 days. When I requested to cancel the booking due to not being informed of this, the hotel, Comfort Inn and Suites in Lodi Ca. Refused to give customer service and refund the room and allow us to cancel. I expressed that this was BS and requested to speak to their management, which the young girl refused. Excellent Customer Service was not offered, or even considered. I would advise travelers to steer clear of Hotel.Com and Comfort Inn and Suite in Lodi Ca. At All Cost.

The hotel we booked was awful. The staff acknowledged the dreadful state of it and processed a refund. Because we used a voucher we lost the value of the voucher and have only been offered a third of the value of the booking in compensation for this dreadful experience.

Okay I booked six rooms for me and my crew , I ordered the the cancellation insurance as well, i was moving too fast and accidentally booked for incorrect date ( my fault ) , called in immediately to fix, called hotel first they told hotel.com could fix no problem so ok, called them they refused and directed my to insurance…… ok, called insurance they told we don’t know why they referred you here they can absolutely fix it no problem on there end (😡), called them back guy told me to cancel reservation and he could fix so I called hotel canceled under his advise, only to call them back lady told me due the cancellation she couldn’t help me even though I ordered less than hour ago, and if I would reached out before cancel she couldn’t help have switched the dates ( I’m like what?!) and there nothing she could do, I could only rebook order and pay again 😡😡😡 at 100% rate ( she kept repeating ), even though I was prompted to cancel, horrible service $500+ gone down drain , have to rebook again now $1k in hotel fees now 🤦‍♂️

Extremely disappointed with Hotels.com's reward system. Zero flexibility! They will not refund the rewards to you if it expires before your cancellation date even though you used it far in advance. The customer service agent and manager simply refused to help! I'll NOT recommend Hotels.com to anyone!