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4.1 4134 Reviews

Hotels.com Complaints Summary

52 Resolved
898 Unresolved
Our verdict: If considering services from Hotels.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Hotels.com reviews & complaints 978

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L
7:56 am EST

Hotels.com horrible!

We booked a stay in Bangkok through Hotels.com. When we booked they had a special offer based on a highly inflated tariff. Before booking I contacted customer service and was told that special offer means 50% discount. I told my wife about it, she was so excited and we immediately booked a stay. When we arrives at the hotel, we were told that no reservation was made. The hotel did not know anything about any special offers. They did not receive the money and cancelled our booking. I was ready to pay extra but there were no free rooms left. I tried to contact Hotels. Com but received no reply and no refund. We will never use or recommend this horrible company to anyone.

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M
8:14 am EST

Hotels.com horrible company!

I contacted Hotels.com and explained that I am a college and I need a cheap room. They recommended me a hotel and I immediately booked a room there. When I arrived it appeared that hotel did not receive any information about me from hotels.com. I asked for my money back and they said that I need to contact hotels.com. So I contacted them and was told there will be no refunds. I called and emailed many times and they told that I need to contact the hotel< because they have my money. These people are thieves and liars. I had no where to go and no place to stay, and it is their fault! I really hate this company, they gave me a hard time.

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7:40 am EST

Hotels.com better book directly through the hotels.

I booked a room through this site, but later I found out that it is much cheaper to book a room through the hotel itself than I had paid through hotels.com. My room supposed to be $90 cheaper! They took additional $90 for who knows what! I called their customer support asking for explanations.Their agent was quite helpful, he told our only recourse was to cancel the reservation and rebook directly through the hotel. However, we would have incurred a penalty since we were within 24 hours of the reservation. So it was much cheaper just to keep the existing booking. From now on, I wont be using this website, I'll better book directly through the hotels.

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9:23 am EST

Hotels.com they treat secure information very poorly

I recently booked three rooms for me and my friends while we were traveling. I gave them all the important information and they charged my card. Then I received several messages saying my card was charged multiple times. I contacted hotels.com and was told they gave all my credit card information to the hotel. Hotel took money for who knows what, without my permission! This happened despite the fact I had not given authorization for additional charges. I contacted my bank to review my credit card statement and saw there were some additional charges. I called hotels.com service and their agent told he could not understand why I was so surprised, since I had given them the credit card information. Then I asked him to transfer me to their manager, but he refused. He also refused to tell me his name and identification number. They treat secure information very poorly, so please don't use this website.

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4:10 pm EST

Hotels.com booking/customer service

During my trip across country in Sept 2015, I used Hotels.com to book my room in Flagstaff Az. The hotel I attempted to book at was confirmed by the Hotels.com service rep but when I received my billing statement, it showed a different hotel and that I had been doubled charged for the same night. When I contacted Hotels.com on the matter they stated I had to take it up with the individual hotels and that there was notyhing that they would or could do to assist me. Three months later and several mailings between myself, my credit card company and a very uncooperative hotels.com ... still no resolution. Hotels.com refuses to cooperate and I am stuck paying for two stays on the same night in Flagstaff. No cooperation. No useful information provided. Unwilling to provide any information regarding the service rep or the supposed copy of the conversation I had with the service rep on the day of the booking. I strongly suggest that you avoid Hotels.com.

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4:53 am EDT

Hotels.com reservation

I booked two rooms with Hotel.com on 26.09.15 over the phone. When I got to the hotel I showed them my reservations, they booked me into one room, when checking me into the second room they advised Hotel.com has not booked the second room even though they had taken the full payment straight away. I was astonished as I had my reservation on email, however they refused to provide the room as Hotel.com had not booked it.

I then contacted Hotel.com who then advised they would need to speak to the Hotel management as they did. They were very rude to the hotel management and when speaking to me again the lady refused to provide me with a full refund. She wanted to relocate me after attempting to sort out the situation for over and hour, even though the hotel had confirmed they would not refund the one room that they had booked us into and which I had already paid for. I found their service absolutely disgusting, their employees seemed to be from abroad they had no concern for my well being, they were more interested in Hotel.coms financial interest.

It was for my first time in London with my partner and my friends, they caused me a great deal of awkwardness and stress, I now look like a very incompetent person in front of them, they had no concern fore anything and hung up on me on five different occasions.

I would not recommend anybody to use this company, usually cheaper to ring the Hotel directly or use a more reliable company who is based in the UK.

Absolutely astonished how these companies are still operating

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10:17 am EDT
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Hotels.com Fraudulent credit card & NO booking

I booked my hotel in Singapore to find out in the am that my reservation had been canceled. They claimed that the fraud team canceled my booking after fully charging my credit card. They made it look like as if I had canceled my booking via email. Long story short, I had no hotel reservation after traveling with 2 young children overseas, awful customer service and a full charge to my credit card. I spent several hours making oversears calls to the company. Clear credit card fraud/if a transaction looks fraudulent do not charge a person's cc.Stay away from this company. Worst experience ever!

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9:41 am EDT
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Hotels.com lack of service

I had a reservation at the Staybridge Suites Indianapolis-Fishers on July 31st. The confirmation from Hotels.com ([protected]) and their website specifically stated "One Bedroom Suite, One King Bed, Non-Smoking - Advance Purchase". When I got to the hotel we were given a room with a Queen bed. I showed the front desk the reservation and was told they had no King rooms and I would need to talk to Hotels.com. I have tried, but get no response. Same for the Staybridge Suites, as I have contacted them multiple times.
In addition to the type of room, we had three wake up calls that were not ordered. I spoke to the front desk who told me they would let their manager know. These calls came at 2:30 am, 3:00 am, and 3:30 am. They stopped when we called the front desk after the third call.
Neither Hotels.com or Staybridge Suites will respond. That is a shame that they are apathetic. This will happen to others.

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J
4:49 pm EDT
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Hotels.com don't trust hotels.com hotel booking

For my stay in "San Antonio-days Inn Interstate Highway 35 North" on May 24 2015, I had made the booking through Hotels.com on May 18th and had made the full payment through online and the confirmation number for this booking is ""[protected]"". When I went to check in the hotel on 24th night at 11:30 PM, I was told by the hotel person that they had not received the payment yet and so they didnt allow me to enter the hotel. I called Hotels.com customer care and they put me on hold several times while talking with the hotel persons and I had to stay with my family outside the hotel in the midnight with my old parents and 3 years old child.

The call between hotel person, hotels.com and myself went for around one hour and my whole family had to wait outsie during this period. Finally the hotels.com customer care representative told that it was a mistake made from their end and asked me to make the payment using my credit card and it would be refunded. I requested her to settle it from her end, for which she told she is unable to do that. Finally I made the payment and it was infact refunded to me by hotels.com which is fine. However I asked for a compensation from the Hotels.com customer care for the mistake which was done from their end for which I had to suffer with my entire family by standing outside for more than and hour in the midnight in an unknown area. She told that its not allowed as per their policy though its their mistake and they can just apologize and cant do anything more.

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TrueHighlander
San Antonio, US
Jun 04, 2015 5:14 pm EDT
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I am in the military and even though I never had a problem with Hotels.com I usually contacted the hotel/motel directly and asked them for their lowest rate (which I found is better than Hotels.com).

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4:48 pm EDT
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Hotels.com Did not honor the price offered

May 2, 2015, I booked the Apartment Sata Olimpic Village thru Venere.com by contacting their [protected]. The offer price was $262.56 in Canadian Currency and it was reduced the price to $244 CAD because they agreed to price match other competitor price. I was advised that my canadian credit card willl be charge in the amount of $262.56 CAD and the adjustment will be followed. Waiting time is between 4 to 7 days. I requested to put it in writing about the adjustment in my confirmation letter which the agent agreed to it. But it was no done at all. Until now I followed up the adjustment still not showing up in the credit card.
Meanwhile my credit card was charged dated May 5 to $284.75 CAD. I contacted them but they told me the Apartment charged directly to my credit card in terms of EURO. So I end up paying 2.5% conversion fee plus the exchange rate. The Venere.com did not advised me about charging in EURO. They did not tell me about the apartment will handle the billing. It is misrepresentation or misleading to customer. They just told me when the bill is done which you can not dispute it because it is non-refundable. The difference amount that I was overcharge is $40.75 including the adjustment for price match.

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MarkMarkMark
Nashville, US
Aug 30, 2012 10:40 am EDT

Website does not work right. When you plug in a certain price, it upsells you by 100%. Called the company to notify them. They didn't care. They were still trying to upsell me. Must be company policy. Unscrupulous.

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K
4:13 pm EDT

Hotels.com lost reservation, poorly treated

On March 28th, 2015, I booked the La Quinta Inn & Suites in Sarasota, Florida
through the website, Hotels.com I received Confirmation, and the dates booked were from April 14-20, 2015.

On April 9, I had to revise my itinerary, and did this through my reservation number on Hotels.com. The dates were changed to April 17-20, within the same range of dates I initially booked. I then received this email back from Hotels.com:

Dear M..,
As requested, your reservation has been changed. Below is a summary of your revised reservation.
Thanks for booking with us. You don’t need to do anything else – just look forward to your stay. Your Hotels.com Confirmation Number is [protected].

I purposely made an early reservation at La Quinta Inn & Suites as I was going to Sarasota, Florida to attend the Sarasota International Film Festival, where a Documentary Feature Film I represented was screening. Since such a large number of people were attending the festival, the surrounding hotels were fully booked.

After I arrived in Sarasota, I called La Quinta on April 16th to request an early-check in on the 17th; and, to my utter surprise, I was told that the reservation had been cancelled.

I DID NOT CANCEL THIS RESERVATION, and as noted in the above email sent me by Hotels.com, it stated that it had received my revised reservation and “you don’t need to do anything else—just look forward to your stay.” !

I immediately called Hotels.com and was told that the system had cancelled the reservation, but had also retained the revised booking from the 17th-20th. The representative said that there was nothing she could do, and could only put me through to another representative to try and find another hotel in the area. I said why in the world would I want to do that when Hotels.com could not even get my initial booking correct.
I then demanded to speak to a manager—I was put on with “Michael.”

Michael told me again that the system had somehow cancelled the reservation, even though the reservation said I was booked from the 17th-20th at La Quinta. He called La Quinta and was told that they were fully booked and they could not provide me with a room. He said all he could do was put me through to a representative who would try and find me another hotel in the area. The problem was that all hotels in the vicinity were fully booked—and this was the reason I had reserved early.

And I again mentioned that the last thing I wanted to do was trust Hotels.com to do anything for me since they had completely screwed up the initial reservation.

Then, almost as an after-thought, and to my utter amazement, Michael then asked me if I would like to ‘CANCEL MY RESERVATION WITH LA QUINTA’ ! I replied that it was absurd since I had no reservation and was left without a hotel room.

This manager then had the nerve to say: "Unless you cancel this reservation, you will have to pay for it. It is actually less than a 24-hour cancellation, so in theory, you already have to pay for one night--but we will let you do it now without a charge." I retorted: "Let me get this straight. Hotels.com cancelled my reservation. I am now left stranded without a hotel room. And now you are telling me that if I did not cancel this reservation then I would HAVE TO PAY FOR THE ROOM—when I DO NOT EVEN HAVE A ROOM--because Hotels.com cancelled my reservation (unbeknownst to me)!

The representative answered: "Yes." Michael then ended the call with: "Is there anything else we can do for you?" I said NO and then he hung up. I then received an email from Hotels.com that my reservation had been cancelled.

If this is the way Hotels.com conducts its services and treats its clients, then I shall never use this site again.

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Huger
, US
May 01, 2012 7:16 pm EDT

I booked a room at hotels.com and the check in date was changed AFTER I submitted payment. I called immediately and was told that this happens, they would fix it, sorry. No mention of any additional charges. After the stay, my card was charged an additional $53. When I called, I was told sorry they cannot do anything because I called AFTER the stay. This is a huge scam. Do NOT USE HOTELS.COM!

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ShirleyH
Tehachapi, US
Aug 16, 2011 8:29 pm EDT
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False pictures of the hotel of choice at their website. Upon arrival I cancelled the reservation. In spite of their "No Cancellation Charge" at their website they charged me over $300.00 for the cancellation and blame it on the hotel. I am in negotiations right now with my credit card company NOT to pay them one dime for their false advertising!

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staandjo
Beaumont, US
Dec 01, 2010 7:03 pm EST

I was trying to book a hotel in Chicago for 5 months away and I ended up getting Hotel.com. They wanted me to prepay, meaning they would put the charges thru, and if I wanted to cancel I could, up until the night before and they would refund my money, yea right. I do not know of a service that you pay for in advance. Please be careful of these scammers and according to the many reviews that are not up to par as priceline and orbitz.

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DF Duf
SF, US
Jul 12, 2010 11:22 pm EDT

Booked a room through them and the room doesn't even exist at the hotel! Took 3 hours (talking to someone overseas) to get a lesser room at a different hotel and they wanted me to pay the difference. Basically, they said they can't guarantee bedding, but they guaranteed a room that had specific bedding but the room didn't exist!

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Quasimodo
Dupont, US
Nov 25, 2009 8:21 pm EST

The great $62.99 deal I got through Hotels.com [".con" would be more appropriate] ended up costing me $176. The tax added about $15, parking my own car (Hilton Hotel) was $12, using the in-room wireless connection another $12, and the pet deposit (which I'd been told on the phone the night before was refundable) $75. And no, you can't cancell when you find out you're being ripped off. NEVER USE HOTELS.COM!

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Greg
,
Aug 12, 2008 1:52 pm EDT

We booked a reserveration, called back the same day to change our reservation with Hotels.com - they charged our credit card for both hotels and we still wait for a refund. I would never recommend this company - they are not customer friendly and basically rip you off...because they don't have a "record" of it. It's crap!

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Lulubu
, US
Jun 24, 2014 3:30 pm EDT

when looking for a hotel they advertise $75.oo/ night it came to $95.00/night charged to my credit card, I called to cancel and their fee for cancellations is the price of one night plus tax.. And the person was so rude... I lost anyways they already had my credit card #, but they lost a customer for life

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nvana
, SE
Sep 23, 2013 4:06 pm EDT

The support staff of Hotels.com refuse to cancel a booking without costs which should have been without any costs as it was 24+ hours before arrival.

Sending in email to Hotels.com about the issue stay unanswered. Valueless service of hotels.com / Expedia. Never again for me.

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AGUS WIRASTOMO
, ID
Jun 20, 2013 9:39 am EDT

my name is agus wirastomo I am never booking hotel from hotels.com but I must pay with my credit card, the statement in my bill is : transaction date on 05/06/2013, posting date on06/06/20013, description :HOTELS.COM BELLEVUE GBR, amount Rp2.126.016 how solve about this.

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kamsa
, US
Nov 07, 2011 9:10 pm EST

Overcharged me on my booking. Was handed receipt for $120.00 less than the middle man charged. It's cheaper to call the hotel directly.

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J
7:43 am EST
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Hotels.com hotels.com not to be trusted

Case ID : [REQ:M-8981420] - This matter remains unresolved. Plse listen to my enquiry CALL made on 15 July 2014. As I did NOT receive confirmation of booking on 14 July, I followed up on 15 July 2014 and was told that there was NO booking in my name, hence we went through the process again .. based on the advice/information provided by your Consultant! I received confirmation after my telecom on the 15th. This resulted in a double booking & payment being made, without my knowledge. Plse LISTEN to the telecom and it will become apparent that Hotels.com have to refund me for the erroneous double booking. I am NOT INTERESTED in Ashvin's (Customer Care Consultant) incorrect assessment of my complaint ... Ashvin, I PHONED .. LISTEN to the conversation with your Consultant - I did not claim that it was a WEBSITE error and the fact that your Consultant did not do his job on the 14th, is not my fault! Furthermore, I completed all the steps to mediate/correct this matter, as dictated by Hotels.com, yet you remain unperturbed and it is clear that Hotels.com’s claims of customer service is non-existent!

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3:34 pm EST

Hotels.com Misleading comparative advertising

Venere.com have been advertising hotel rooms side by side and stating that some have special inclusions and others do not. In my case, the cheaper room that I was looking at did not have breakfast listed as included, so we booked the same room at a more expensive rate as it explicitly stated that breakfast was included. When we got to the hotel we were advised that the cheaper rate DID included breakfast.
We contacted Venere.com and they will not acknowledge that they failed to include this in the information making it misleading advertising. They keep stating that the 'non-refundable' is the only reason there was a price difference however any reasonable person would think that if the wanted breakfast included the more expensive rate is the only rate they can choose - as per the listed inclusions.

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10:57 am EST
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Hotels.com Venere refused to fix problem

BEWARE! I was looking for a hotel room in New York City for 3 people who needed 3 separate beds. Venere was the only one of the on-line travel services that found me one. I booked it; they took my money. It was not cheap. Except such a room did not exist in the hotel. I had to share a bed with a colleague; exactly the situation I had wanted to avoid. OK, these things happen, but Venere's customer service after the fact was appalling. Extensive communication with Venere (someone called "Melanie Peer") showed clearly that Venere holds only contempt for their customers and that their business practices are fraudulent. I will never use Venere again.

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8:59 am EDT
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Hotels.com cant provide receipt

Was charged for a 4 night stay when i accidentally booked two extra nights. I was able to get refunds for both nights, but no one has been able to give me any kind of itemized receipt for these transactions. The receipts they send in emails only include itinerary number, overall charge, my name, and the type of card I was paying with. NOT good enough to submit an expense report at my work. Their online receipt includes all the information I need, however, the amounts are totally messed up and in no way match the original OR after-refund amounts whatsoever. Speaking with multiple people on the phone, including supervisors, no one was able to fix the online receipt. The last lady I spoke with mentioned that she would put in a request to billing, but there was no guarantee that I could get the online receipt amounts changed to accurately reflect the charges. I'm not disputing the charges, i just require an itemized receipt for the charges on my company credit card.

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2:14 pm EDT
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Hotels.com not good

I am filing this compliant against Hotel.com so that others do not have to go through what I have been going through. I cancelled a hotel room back on 7/25/14 and still have yet to be reimburse on my credit card. I have experienced being placed on hold for 1/2 hours at a time with Customer Service Representatives to be told that the refund has been issued and to contact American Express. This whole experience has been a nightmare and I am still waiting for my refund. Here it is 10/6/14 and I was supposed to have been reimbursed back on 7/25/14.

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pat fauvelle
,
Feb 27, 2008 7:21 am EST

We stay at this hotel for 1 night on our way to florida.They advertise park your call for free in a safe secure parking lot.The lot was full and they said park here.SO we did.When we returned we recieved a parking ticket for 100.The owner will not return our calls.Called the hotel many many times.This has happened to a least 6 other guest in the last 2 weeks.

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11:59 pm EDT
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Hotels.com no room available

I booked a non refundable room and drove 8 hours with a confirmation number for a beach view room. Upon arrival, the hotel informed me no beach view rooms were available. They offered no help and blamed Hotels.com. Hotels.com could not (and didn't try), to find another hotel. I gave them comparable hotels and after 45 minuties, they said there were no beach view rooms anywhere. I gave them several to call on. They offered a voucher for 100 dollars off my next booking, not this booking. I called one hotel and got a beach view room at the next hotel they said they called and said no beach view rooms were available. She never called my back and the web site continues to show available rooms for booking. I had to argue for a refund only after I found another hotel through them to book. My family vacation was nearly ruined by overbooking rooms, offering no solutions, and making excuses for their screwups. I just want to sue them so bad. I am not a complainer but this just set me off bad.

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1:54 pm EDT
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Hotels.com Not Reimbursed for night not checked in

I booked 4 nights based on a PAID airline ticket. Airline did not get me to destination according to PAID itinerary - first night booked was Aug 21, 2014. Spend that night at airport due to flight cancellation by United Airlines. HotelClub.com charges credit card for full booking when booking confirmed (I booked in mid July 2014). HotelClub.com does NOT care that I was not able to get to motel until next day on Aug 22. Therefore I paid HotelClub.com for 4 nights, but used motel only 3 nights. This .com site cheats and jips people. They are domiciled in Australia. A reasonable credit card reimbursement for the airline failure to get me to destination on my original PAID flight itinerary would have been in order - and is a universal business practice. HotelClub.com does not care about why I did not check in on first night. DO NOT BOOK motel stays with hotelclub.com - CHEATERS.

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9:52 am EDT
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Hotels.com refund cancellation payment not in full amount

If you are planning any hotel booking online, do not trust the policy written by this company. Go to another site. I make a booking for a full refundable hotel in Osaka Japan and my credit card was charged immediately for the total amount. The policy clearly stated that my credit card information will only be used for booking confirmation and will only be charged only the day before my arrival.
I wrote an email requesting for refund and it went into a black hole. Luckily the amount was refunded a couple of days later. What get me angry was the refund was not in full. Almost USD30 was missing from my refund. I wrote another email to request for a full refund and clear explanation but it went into black hole again. Customer service hotline is totally useless. No one picking up the phone.
My lesson learned from this company, don't trust their policy. If you have a better option, please stay away using hotels.com to plan your trip. I have many transaction with Booking.com and it far better.

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8:46 am EDT
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Hotels.com condenned hotel

We booked a room for two adults and two small kids one of which has asthma the other in a wheel chair for three nights through hotels.com. To start the pictures on line are misleading. The phone had no cord and when i went to get one they tell me the phone wiring is messed up. The ac did not blow anything but black mold. We had dirty towels hidden behind bathroom door, we could not breath in room. We had to leave at midnight to go find another room at another hotel. We find out that this place condemned and was supposed to have been torn down. I can not believe that in our Disney World coupon book that this place is listed as a good place to stay. I will never book through hotels.com again or come back to Florida. To top it off we could't get a refund.

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Hotels.com Customer Reviews Overview

Hotels.com is a popular online booking platform that offers a wide range of accommodation options to travelers around the world. With a user-friendly interface and a vast selection of hotels, resorts, apartments, and vacation rentals, Hotels.com has become a go-to site for many travelers looking for affordable and convenient lodging options.

One of the most significant advantages of using Hotels.com is the extensive selection of properties available on the site. Whether you're looking for a budget-friendly hotel or a luxurious resort, you're sure to find something that suits your needs and preferences. Additionally, Hotels.com offers competitive pricing, making it an excellent choice for travelers looking to save money on their accommodations.

Another positive aspect of Hotels.com is the site's easy-to-use interface. The platform is designed to be user-friendly, allowing travelers to search for and book their accommodations quickly and easily. The site also offers a range of filters and sorting options, making it easy to find the perfect property for your needs.

Hotels.com also offers a rewards program that allows users to earn free nights and other perks for their bookings. The program is easy to use and offers significant benefits for frequent travelers.

Overall, Hotels.com is a reliable and convenient platform for booking accommodations. With a vast selection of properties, competitive pricing, and a user-friendly interface, it's no wonder that so many travelers choose to use Hotels.com for their lodging needs.

Hotels.com In-depth Review

Website Design and User Experience: The website design of Hotels.com is clean and user-friendly, making it easy to navigate and find the information you need. The search function is intuitive, allowing you to filter results based on your preferences. The overall user experience is smooth and efficient, ensuring a hassle-free booking process.

Booking Process and Availability: The booking process on Hotels.com is straightforward and quick. The website provides real-time availability, allowing you to easily find and book hotels that suit your needs. The confirmation process is prompt, and you receive all the necessary details via email. Overall, the booking process is seamless and reliable.

Pricing and Value for Money: Hotels.com offers competitive pricing and great value for money. The website provides a range of options to suit different budgets, from budget-friendly accommodations to luxury hotels. Additionally, Hotels.com often offers special deals and discounts, allowing you to save even more on your bookings. Overall, the pricing is reasonable, and you get good value for your money.

Customer Service and Support: Hotels.com provides excellent customer service and support. The customer service team is responsive and helpful, addressing any queries or concerns promptly. They are available 24/7, ensuring assistance whenever you need it. Whether it's a change in booking or a request for additional information, Hotels.com's customer service is reliable and efficient.

Hotel Selection and Quality: Hotels.com offers a wide selection of hotels across various destinations. The website provides detailed information about each hotel, including amenities, photos, and customer reviews. This allows you to make an informed decision and choose a hotel that meets your preferences. The quality of the hotels listed on Hotels.com is generally high, ensuring a comfortable and enjoyable stay.

Loyalty Program and Rewards: Hotels.com has a loyalty program called "Hotels.com Rewards." This program allows you to earn rewards nights for every 10 nights booked through the website. These rewards can be redeemed for free hotel stays, providing added value to frequent travelers. The loyalty program is easy to join and offers great benefits for loyal customers.

Mobile App Functionality: Hotels.com's mobile app is user-friendly and offers a seamless booking experience on the go. The app allows you to search for hotels, compare prices, and make bookings easily. It also provides access to exclusive mobile-only deals, ensuring that you get the best prices. The app's functionality is smooth, making it convenient for travelers who prefer booking through their mobile devices.

Additional Features and Services: Hotels.com offers additional features and services to enhance your travel experience. These include the option to book flights, car rentals, and vacation packages, all in one place. The website also provides helpful travel guides and recommendations, helping you plan your trip effectively. These additional features make Hotels.com a comprehensive platform for all your travel needs.

Transparency and Trustworthiness: Hotels.com is known for its transparency and trustworthiness. The website provides accurate and up-to-date information about hotels, ensuring that you have all the necessary details before making a booking. The customer reviews on the website are genuine and reliable, giving you insights into the experiences of previous guests. Hotels.com's commitment to transparency and trustworthiness instills confidence in users.

Overall Rating and Recommendation: Overall, Hotels.com is a reliable and user-friendly platform for booking hotels. With its intuitive website design, competitive pricing, excellent customer service, and wide selection of hotels, it offers a seamless booking experience. The loyalty program and additional features further enhance the value provided by Hotels.com. Whether you're a frequent traveler or planning a one-time trip, Hotels.com is highly recommended for its reliability, convenience, and overall quality.

How to file a complaint about Hotels.com?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Hotels.com. Make it specific and clear, such as "Incorrect Billing on Hotels.com Reservation" or "Unresponsive Customer Service at Hotels.com".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Include key areas such as booking issues, customer service interactions, discrepancies in charges, problems with the hotel stay, or any misrepresentation of hotel amenities. Be sure to:

  • Describe the nature of the issue with Hotels.com in detail.
  • Include any relevant transaction details, such as reservation numbers, dates, and amounts.
  • Explain the steps you have taken to resolve the issue and any responses received from Hotels.com.
  • Discuss the personal impact of the issue, such as inconvenience, financial loss, or disruption to your travel plans.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, confirmation emails, or correspondence with Hotels.com. Do not include sensitive personal information that could compromise your privacy.

6. Filing optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred, and the 'Desired Outcome' field to clearly state what resolution you are seeking from Hotels.com, whether it be a refund, an apology, or another form of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is realistically achievable and clearly expressed.

8. Submission process: After reviewing your complaint, click the 'Submit' button to officially file your complaint against Hotels.com on ComplaintsBoard.com.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Be prepared to engage in further communication if necessary to resolve your issue with Hotels.com.

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Contact Hotels.com customer service

Phone numbers

800 246 8357 800 807 6641 More phone numbers

Website

www.hotels.com

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Use this comments board to leave complaints and reviews about Hotels.com. Discuss the issues you have had with Hotels.com and work with their customer service team to find a resolution.