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36 Customer 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.
- 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
Latest Hotels.com Reviews
I have been using hotels.com for a few years and I realized that some of my reviews do not make it to their website. If you mention anything negative in your review, they will likely reject it. You won't receive an email. It just won't show up. You will have no chance to revise it slightly so it meets their criteria. Your bad trip or experience, that you paid for through hotels.com, will never be shown on their website. I am sure that they only want great reviews for hotels shown on their website so that they can get more business.
Until recently I was a happy and loyal Hotels.com customer but I will never book through them again. I booked a room through hotels.com for the Jacksonville Airport Hampton Inn for one night in which I paid in full when booking. When we arrived the hotel said they had no records of us paying through hotels.com and even though we showed them our receipt, they still said that there was no payment shown. So I contacted hotels.com and explained the situation and they said they would look into it. Well it has been 3 months since they said they would refund my money through them and still nothing. I’ve called, emailed, and chatted and was given the run around every time. They are a poorly ran... Read More
Hotels.com makes reserving rooms easy. However, they obviously do not review the properties they are recommending on their site. Here's a review of my last - and final - booking I made on HOTELS.COM CAVEAT EMPTOR !! (Buyer Beware!) I mistakenly booked a night in Las Vegas at a “budget hotel”. What a mistake!! I was just traveling through and needed a place to get a few hours of sleep and a shower before hitting the road again. Erroneously, I chose the MOTEL 6 on Boulder Highway in Las Vegas for $100. I thought it's a national chain and must have some standards for retaining the "MOTEL 6" signage. Simply... Read More
For the third time in two years Hotels.com has lost our booking. We had to pay for a 2nd room at our expense. I am a so-called gold member. Hotels.com has the worst customer service. I won't be using them anymore!
Hotels.com customer service has gone down the hill ever since they introduced the OneKeyCash system. Employees don’t answer simple questions like which other company’s they affiliated with expedia, kayak, trivago etc so I can use my onekeycash points they said they are not allowed to give that information. They do this on purpose to avoid giving points. Other websites usually pop up with better deals when browsing through hotels website. I know they are affiliated with expedia but when you call them they don’t honor points and tell you same thing over and over again like I'm stupid. Booking.com gave a better price anyway but found out they are not affiliated with hotels.com I had other... Read More
This company is a sham. They lie and postpone. A true emergency came up and after providing proof, talking to them for over an hour, being transferred 7 times and had three different numbers. They will take your money and do nothing. Horrible liars from an India based call center. That is after you get past their bots. Or their lie that the computers don’t work. All lies!!!!!
I have to chime in along with others on this site. My experience has been similar. Last November we had an incident where we booked through Hotels.com and needed to cut our stay short. The hotel itself was willing to reimburse us but could not because our reservation was through Hotels.com. After much effort on my part, I was able to actually contact the resolution department which provided a voucher for the $250 dollars - no refund. When attempting to use the voucher, their reservation software would not make the booking and when I took another run at it, the software would not accept the voucher. Again, after MUCH difficulty, I got through to a person, in their chat channel who was... Read More
I used hotels.com to book Americas Best Value Inn Amarillo Downtown with a king room for me and my wife. When I got there they said there were no king rooms available and we had to book another hotel. They refused to give a refund and said we had to contact our booking agent. I contacted Hotels.com and they could not get a refund either. I don't know how this is possible when the room I paid for was not available and I had to go somewhere else. This is completely unreliable service. The next day I see that hotels.com is still selling rooms with king beds and yes I confirmed at the hotel that they still don't have any available. So there is a breakdown in communication somewhere but... Read More
Given your lousy customer service and poor refund policy, I will never patronize your business again. With your scammy policies, your business is prone to go downhill, especially if consumers read your reviews.
Refusing to refund people's money is the same as stealing from customers.
I hope a class action lawsuit from customers with health conditions is on the horizon for hotels.com
Be Cautious - Unpleasant Experience with Hotels.com I recently had an unpleasant experience with hotels.com and I feel compelled to share my story to warn others. I booked a room in Georgetown Residences by LuxUrban Washington and received a confirmation number. However, I later received an email claiming that my credit card was supposedly declined. This was odd since my card wasn't compromised and there was enough money in the account. Subsequently, I received an invoice from hotels.com, urging me to pay it to confirm my reservation. The invoice seemed suspicious, as it was issued by a dubious legal entity in Miami. Due to my suspicions, I decided not to pay it and canceled my... Read More
I booked a room on Hotels.com for a friend whose son was taken to the hospital for an emergency. When I went to Google to give her directions, the same hotel popped up for $30 less on Hotels.com. Because the booking was for the same day, they would not honor their price match guarantee. I have had an account with Hotels.com for years, will never use them again.
Booked our vaca at Sea Mist Oceanfront Resort in Myrtle Beach through Hotels.com. We choose this location due to the description on the Hotels.com website. Once we arrived, NOTHING was as they had described. Our room was Not the "resort view" that had been stated. Our view was a small street, almost an alley, with dumpy apartments. We did Not have the 2 king size beds we were supposed to, much of what the room should have had--such as silverware and trash cans, weren't there. On top of that things didn't work, like a shower and the dishwasher. The hotel management would not move us or fix anything. We tried for days to reach Hotels.com for help. They were very hard to reach and once we did... Read More
I have used hotels.com for many years, for personal and business lodging. As of today, I will never use them again. The cancellation policies are not guaranteed in the slightest and often the cancellation policy on the site is WRONG. If the hotel charges you after the reservation is cancelled within the safe period indicated on their site, they do not provide any support. They tell you to contact the hotel. And if the info was WRONG on hotels.com, they make no apologies nor do they assist in righting the erroneous charges. DO NOT book with them. Use the site to identify good deals and then call the hotel directly to confirm their policies and then book wth the hotel itself if you so... Read More
I am very disappointed with hotels.com. I had a situation where the hotel I booked for was a complete disaster. The hotel shown at hotels.com had drugs on the floor of the hotel and there were sketchy people wandering around. I ended up not staying there and let the front desk know as my family and I did not feel comfortable staying there. I called hotels.com immediately and let them know of the situation. They said I would be receiving a full refund and I only received partial. They expected me to cancel within 48 hours but how could I do that if I had booked the hotel the same day. I am very disappointed on how hotels.com handled the situation. They did not offer me to change to another... Read More
In September 2021 we booked and prepaid for one night at the Ronda Motel, Golden, BC, upon arriving we were informed that the motel did not have confirmation on payment. We paid the motel. We ended up paying twice. Neither will give us a refund. Ronda Motel will not answer their phone, only email.
I made a mistake when booking, and I'll admit that from the start. And it was a non-refundable reservation. So I called Hotels.com to see what they could do. After sitting on hold for a short amount of time, I was connected with an agent. She said if the hotel agreed to the cancellation and refund, they would too. She told me I needed to call the hotel, and in the meantime, she would send me an email. I should reply to the email with the name and position of the person who agreed to the refund, When I called the hotel, it turned out THEY HAVE NO SUCH NON-REFUNDABLE POLICY! They would have been happy to cancel the reservation at no charge, if I had made it directly, but couldn't do that... Read More
complete scam! you get nowhere with customer service, if you're even lucky enough to speak to a human!
I give it 0 stars!
HOTELS.COM is a nothing more than a scam. Please do yourself a favor and book the room directly with the hotel. I am rather surprised how this business can get away with this kind of fraudulent activity. I am almost certain that there may be a class action lawsuit that could come out of this in the near future. So basically this is what happened. My son made a last minute booking for a room at a hotel here in Niagara falls (The Marriot). On the Hotels.com website it shows the charge per night being $271 cad/night. The room was booked for 2 nights. With the exception of taxes and fees the total came to $784. This purchase was made on his card, along with a confirmation email showing this... Read More
Booked hotels for a road trip in May for a the trip in August. Filtered free parking, pet friendly and free cancelation. Found out my card was charged in May for Baymont by Wyndham Tehachapi that was non refundable and not a pet friendly room. Cost $90 to modify to pet friendly on a $100 room. When talking to the agent, I asked to speak to a supervisor and was told there was non there at 1:23 in the afternoon. Took the hit and canceled the room and all other rooms booked on hotels.com.
Worst experience ever! I tried to modify a flight and hotel package. They told me to just cancel the trip and book a new one instead. I verified that both flights and the hotel were refundable. After I booked a new trip I called to cancel the original. This time they said that I would only be able to get credits for the flights, not a refund. Talked to my travel companions about how to proceed and decided to take the credit. When I called back the 3rd time they canceled one flight and the hotel and said that the second flight would be cancelled at a loss, no refund or credit. So I am now stuck with a return flight or taking a $600 loss.
Hotels provided me with a voucher refund rather than money due to a covid cancellation. I booked the next trip using the voucher and once again the province went into lockdown. Hotels.com kept the voucher booking and won't refund it.
The service is terrible! I searched for hotels in my area, and I booked one that was recommended. I noticed very quickly that the hotel I booked was actually over an hour from the location I searched. I canceled within 10 minutes, but was then told I wouldn't get a refund. I called and spoke to three people for over two hours asking to either get a refund, get a credit to use at another hotel, or get the booking reinstated and was refused. Absolutely terrible service. Do not use!
Do not book through hotels.com, I tried it to save a few bucks on a booking, but it was a bad idea. My booking was "guaranteed" by hotels.com, but the hotel never received it and didn't have a room available. I had to take my family somewhere else late at night, and then fight with Hotels.com for 3 weeks for a refund.
I don't know how your company remains in business. You have the worst customer service I have ever encountered. You farm out your "customer service" overseas to people that barely speak English and I am sure you pay them coins. I far as I am concerned, you suck and I hope you rot in hell.
This is the worst company ever, I had a trip in the beginning of COVID19 that was cancelled because the world was cancelled. They refuse to refund me my money by stating this is a non-refundable trip. I would not agree to this company or book another trip ever through it. The world is still not open and they are still holding to this statement. When you call them you get an over seas operator that laughs at you and says this is all we can do for you.