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Hotels.com Hotels Review


ConsumersAdvocate.org Rating: 4 / 5 (Very good)
36 Customer Comments & Reviews - see all comments
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Originally established as the Hotel Reservations Network in 1991, Hotels.com is a hotel booking website based in Dallas, Texas. Customers can book hotels via their online website or over the phone, choosing between more than 325,000 hotels in approximately 19,000 locations. The company has over 80 local websites in a number of different languages.
 
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How is Hotels.com rated?

Breakdown

3.9/5
Customer Experience
4.0/5
Search Options
4.3/5
Value
3.8/5
Additional Services

Overall Rating: 4 / 5 (Very good)

Hotels.com is a great alternative for looking up hotels or alternative lodgings. Its website is somewhat disappointing, however, as its clumsy interface means that of its best offers won't even show up until careful examination of the page. However, its search engine is efficient, and its rewards program is strong and easy-to-understand. Moreover, Hotels.com's app is very well designed and greatly enhances the experience of using the booking site.

Hotels.com Customer Experience

Customer Experience - 3.9 / 5

A solid customer service program and comprehensively detailed cancellation policy means Hotels.com customers should feel confident booking with them. Although the Hotel.com website isn't particularly easy to navigate, their app is a well built, reliable alternative. Hotel.com also accepts a variety of payment options—including gift cards—and book now, pay later offers with participating hotels.

Payment Options

  • PayPal
  • UnionPay
  • Gift Cards
  • Mastercard
  • Visa

Customer Support

  • FAQs
  • 24/7 Support
  • Email
  • Phone
Ease of Use
No
Mobile App
Yes
Cancellation Policy
You can change or cancel your lodging booking either online under your Reservations when signed into your Hotels.com account, or by calling our customer services number 800-246-8357. You can change your guest name, bed type, smoking preference, special requests, accessibility options, room type, number of guests and travel dates at no charge to you by Hotels.com. Lodging suppliers may impose other change and/or cancellation fees. Charges vary by reservation, so please review your confirmation email for details. You agree to pay any supplier required cancellation or change fees that you incur. In limited cases, some hotels do not permit changes to or cancellations of reservations after they are made, as indicated in the rules and restrictions for the hotel reservation. You agree to abide by the terms and conditions imposed with respect to your prepaid hotel reservations. In the event that a hotel is unable to honor your booking, Hotels.com will not be liable for any cost incurred due to relocation. If you do not show for the first night of your reservation but plan to check-in for subsequent nights in the reservation, you must confirm the reservation with Hotels.com no later than the original date of check-in to prevent cancellation of the whole booking. If you do not confirm the booking changes with Hotels.com the whole booking may be cancelled and refunds will only be due to you in line with the Rules and Restrictions of the particular hotel, as notified in the booking process. These terms and conditions may not be changed by any unauthorized person, including employees of Hotels.com.

Transparency

  • No Hidden Fees
  • Guest Reviews
  • Guest Rankings

Hotels.com Search Options

Search Options - 4 / 5

A variety of search options ensures that Hotels.com will be able to find the right room for customers at their desired rates. Thanks to special filter options such as neighborhood, landmarks, and theme/types, users can further customize their search results.

Amenities

  • Airport Shuttle
  • Childcare
  • Parking
  • Cribs Available
  • Pool
  • Beach
  • Spa
  • Free Wifi or High-Speed Internet
  • On-Site Restaurant
  • Gym
  • Golfing
  • Conference Room
  • Complimentary Breakfast
  • Pets Accepted
  • Smoking Allowed
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Type of Property

  • Connecting Rooms
  • Hotel
  • Condo
  • Private Vacation Home
  • Apart-Hotel
  • Bed & Breakfast
  • Villa
  • Hotel Resort
  • Hostel/BackPacker Accomodation

Sorting Criteria

  • Price
  • Location
  • Popularity
  • Star Rating
Regional Specialization
No
Accessibility
Accessible bathroom
In-room accessibility
Roll-in shower

Hotels.com Value

Value - 4.3 / 5

Hotel.com's rewards program is practical and uncomplicated. One night off for each 10 nights booked, along with special member discounts, make it easy for customers to get the most out of using the site repeatedly. Hotel.com also features a price match guarantee, and has partnered with Capital One to offer a credit card to their more dedicated customers.

Rewards Programs

Hotels.com Rewards offers two main benefits: a 10 nights booked, one night off feature, and a secret deals feature. After booking more than 10 nights in a year, customers become a Silver members and get priority customer service, guaranteed room availability, and special offers. Booking more than 30 nights a year bumps customers to Gold membership, where they will receive exclusive offers from Hotels.com.
Discounts
Membership
Mobile-Exclusive Deals
Price Match
Yes

Hotels.com Additional Services

Additional Services - 3.8 / 5

Hotel.com's packages make travel much more convenient, and its group booking feature offers excellent rates for groups planning weddings, meetings, or birthday parties. Hotel.com can bundle flights and activity reservations with your hotel booking, but does not offer car rental or train tickets.
Experiences
Food & Drink
Adventure tourism
Sightseeing Tours
Lessons
History / Culture
Tasting
Sports
Nature
Family Friendly
Day Trips or Excursions
Flight Booking
Yes
Car Rental
No
Train or Bus Tickets
No

Company Profile

Full Name
Hotels.com Hotels
Company Website
https://www.hotels.com
Headquarters
5400 LBJ Freeway Suite 500, Dallas, TX, 75240
Mailing Address
5400 LBJ Freeway Suite 500, Dallas, TX, 75240

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36 Customer Comments & Reviews

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travis.scoles
4/3/2020
I've been using Hotels.com for years. I booked a room to go to DC before the COVID outbreak. When trying to cancel, there was no refund per the policy - even though IHG/Kimpton had publicly made an anytime cancellation policy due to COVID. I tried to price match a much lower rate to limit my loss, but Hotels.com rejected it because my screenshot, from the Kimpton website, didn't have cancellation info. They literally have unlimited cancellation due to COVID. Impossible to reach a real person for Hotels.com. Terrible service. I'll never use them again.

Jack T
2/7/2020
We registered an account with hotels.com and then booked 25 nights for a winter holiday. Upon return, we checked our account and there were no rewards. When we spoke to "customer service" (and I use that term lightly), we were told the best they could do was create a new account for us, but no reward nights would be retroactively given to us. The problem is obviously of their own making, but they were not ethical enough to resolve it in an honest manner. Oh well, over to Booking.com we go.

jknauer
1/3/2020
I signed up for a Hotels.com account and followed the instructions for each of the 12 times that I booked hotel rooms through them. With every reservation I received notification that I would receive rewards from them. When I logged in recently, I was told that I in fact had not earned any rewards for those 12 stays and that they would not restore them or in any way correct the situation. This is not a company that can be trusted.

jack.chen
11/16/2019
Been using hotels.com for many years. First time I ever have problem with them and it's the final time I will ever use them. I was booking a room on their app for my last minute business trip. Booked with my work email, after I click the final step to book room App got an error and quit my booking. Since I booked as guest, there's no information anywhere. So I rebook with my personal email, since I have account with them. After everything was all done, I was double booked for the same room and same duration. So, call them to cancel 1 reservation. But I was told they have to charge me for 1 night penalty (within 24 hours from checkin). I talked to many representatives and managers,... Read More

Vivian B
10/14/2019
Buyer Beware We had a family emergency and had to cancel our reservation - customer service by a supervisor was rude and would not refund our money. I called 5 days in advance and was told it was Holiday Inn Express policy to not refund. When I called holiday inn they said it is not their policy at all that Hotels.com lied. I am extremely disappointed in this company and will let everyone know not to use them. This was an emergency and this company is non-sympathetic to family emergencies. Do not book through them go directly to the hotel. Vivian Bibler

C
Christine D
9/4/2018
Our stay was awful no electric for three hours ,it was 97 degrees that day and two days no ice the two young men at the desk watch 7 seniors carry the bags to the second floor and I asked for rooms on thr 1st follow when we arrived but he didn’t help us and I watched for the three nights we were there and there were only two other rooms with customers apparently the young men were not happy I booked the rooms online and said so.we had three rooms. Main Street inn in doylstown is a disgrace.I expect the courtesy of an answer. I’m very disappointed in hotels.com.

Our Partner
  • Uncomplicated, user-friendly rewards program
  • Several payment options, including gift-cards
  • Can find special group rates for events
  • Option to filter search results by neighborhood and landmarks
  • Secret prices help members get even lower rates
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