Hotels.com Hotels Review
ConsumersAdvocate.org
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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36 Customer Comments & Reviews
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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.
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