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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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V
2:20 pm EDT

Hotels.com hotels.com confirmation number: [protected].

I have booked Residence Inn by Marriott Tysons Corner
8616 Westwood Center Dr Vienna, VA 22182 United States for my guest Ms.Agapi Svolou who came from France.

The movement when she get down from tax, she started spelling bad, she just proceed in to hotel reception and she could not able to stand 2 mints because of bad spell. She came out of the hotel property and called about the situation. Immediately I have booked another hotel (Confirmation number: [protected], The Westin Tysons Corner) and she checked in that hotel and she is happy now. After booking The Westin Tysons Corner, I called to hotels.com customer service explained the situation they are able to refund 50% of my booking amount and rest of the amount they have not refund and they are telling its property policy etc. If the property is bad then they have to refund entire amount, I request you to kindly understand the situation and help me the rest of amount refund.

If you have any need any information, please call me [protected]

Thank you

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7:04 pm EDT
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Hotels.com false advertising

[protected]
See attached email confirmation of above booking with private bathroom. The room I was allocated was a shared bathroom hostel accomodation. I left the accomodation after 5 mins and returned my key advising reception why i was not staying but as ai did not book direct with the hotel I have to deal with hotels.com for refund. I have made several requests to hotels.com for refund and still nothing.

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3:18 pm EDT

Hotels.com travelers inn longview wa

I have been staying at the Travelers Inn in Longview Wa since Aug 31, 2018 when I booked my room on your site and since then I have been paying everyday since
now the owner comes to my room and basically forces my room door open and tells me that I basically can't have my stuff on the bed and then tells me that I can't have visitors and because my bed is made and I have stuff on my bed that I am not sleeping in it and he has done this for 2 days now and all he does is complain that I have stuff on the bed and he tells me what I need to have done and complains about everything and I am not doing anything but keeping to myself.. But his pushing the door open on me just so he can see who or what I have in my room... And like I said I have been here since Aug 31, 2018

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9:15 am EDT

Hotels.com aggravating encounter with hotel staff upon arrival

I wish to file a complaint about the treatment we received.
First, The hotel is guilty of "false advertising". The Name is Ocean Drive Beach & "Golf Resort" (there is no golf course attached to the hotel. We came with the intent to play a little golf, but to no avail. There is no Ocean Beach Hotel Golf Course.
Second, We requested a room with (3) beds. We received a room with (2) beds. Our daughter had to sleep on the floor after agreeing to drive up to meet us for a weekend family outing.
Third, we drove (7) hours to be greeted by a rude, unusually hostile desk team. They insisted on making a problem for me. The request for (3) beds was written on the face of the reservation. However, the desk refused to honor it, insisting that I contact Hotels.com.
Fourth, I called to follow-up on the reservation with Hotels.com and the front desk acknowledged receipt of my request before leaving home. However, this rude woman, upon seeing me insisted on acting out some issue that I can only ascribe to "racism".
I respectfully request Hotels.com refund the $457.00 paid in advance for this hotel.

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7:10 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Hotels.com hotel roma in assisi - italy

Stay at: Hotel Roma
Piazza Santa Chiara 15
Assisi-Italy
Dates; 7/9/18-7/11/18 (3 nights)
Number of guests: 3
I am writing to you to inform you that during my stay, there was no Wi-Fi in the entire hotel, and the television in my room was not working.
The very first day of our stay here, I spoke to people at the front desk, and they told me that they knew about the WIFI, and that they were going to fix it. We also mentioned the issue with the T.V. in the room.
Throughout our stay, we continued expressing our concerns about both issues, but every time, the answer was the same: "we are going to fix it". The issues were never corrected.
Due to the lack of WIFI, I was not able to communicate with USA and conduct my business. Also, my family was not able to watch T.V. in the room.
This room was advertised with both; WIFI and television, but they did not provide either of these services. Therefore, I am requesting a refund.
Please get back to me at your earliest convenience.
I thank you in advance for your time and kindness.
Fernanda Feuret
Confirmation#[protected]

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8:07 pm EDT

Hotels.com the customer service is horrendous

I'm going to complain even though I know Hotels.com doesn't care at all and this was proven today 9-4-18 when my husband spoke with a lady from Hotels.com ( Leaha) at 2pm and he asked her 3 times if she cared about what we were going through and she said NOTHING in response so each time he asked her if she even cared about the customers and she said NOTHING in response. And the only thing she did say was that Hotels.com cares about their relationships with the hotels. I will NEVER use your service ever again and I will only give BAD reviews and will never recommend your service! We recently took a trip 8-23-18 through 9-2-18 to Florida and booked back in May and had both hotel stays paid in full by June. We went on our trip thinking everything was set except for parking at both hotels which we knew we would have to pay for when we arrived at each stay. But what happened is Hotels com took our money and each hotel charged us again in full for our stay again that was already paid for back in June! I have to say the only excellent customer service we have gotten is from the staff at the Southernmost House Inn in Key West FL! This staff goes above and beyond for their guests and have been the only ones very concerned about us and what has happened and willing to help fix things. They are rectifying the issue promptly and courteously for us that happened with our double charge there. Next time we will just go directly go through the excellent Southernmost House staff for future stays! I want to own my own Bed and Breakfast someday and you have shown me a great example on how NOT to be! I don't like complaining but really who wants to pay twice for a hotel stay?! In costumer service you have to treat others how you would want to be treated or how you would want your loved ones treated! I can only hope that someone reading this actually cares about the job they do and the service thats provided to care and what to fix things!

Heather

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8:57 pm EDT

Hotels.com hotel reservation

I booked to stay at Kuta town house, indonesia, and received reservation confirmation and total price to pay at accommodation, by email. I arrived with my 3 children to be told we had no booking, after an hour or so we were given a room and told to come back to reception the next morn which we did, We were then moved to another room (which was really nice) I then tried to pay but lady would not take payment until I checked out. I payed my mini bar bill each morning and received receipts. When I did come to check out there was nobody on the desk, and the 2 security guards whom I had to check out with told me my reservation was $300 more (he had the price hand written o a piece of paper) than confirmed, plus the receipts for mini bar he claimed were not paid and that I still owed them even though I had receipts and they said paid on them!
then he proceeded to demand $333 for a restaurant bill (theses are paid up front) this all totalled over $700 which I did not have nor owe, I nearly missed my flight due to them refusing to let me leave until I paid this money, I was very distressed as were my children. After a phone call to the manager a lady who could not speak very good english, she agreed to original price but I also had to pay mini bar again! $77. It was a nightmare and very scary for myself and my children. Most of the staff were lovely and the hotel is very clean and well equipped but this was a scary experience.

Your sincerely

Christina warning

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2:41 pm EDT
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Hotels.com hotel lapad in croatia, reservation #[protected], 6-11 august

I submitted a comments form as requested, but it was rejected for no apparent reason. Here they are again:
This is not a 4-star hotel as claimed for lack of ambiance, unattractive rooms and indifferent management. It could be an adequate 3-star hotel. It has glitzy chrome and glass bathrooms which do not have some very basic things like soap dishes in the showers.
When we arrived we were not provided a room with walk-in shower as requested ( for medical reasons), but were given room with a "climb over high bath tub sides" shower. We were told that management does not review special requests until the night before arrival, and by that time walk-in shower rooms were booked. That problem was fixed the next day. Apparently the hotel has only a few rooms like that.
The staff was friendly and helpful, something that could not be said about management. We had to cut our 5-day stay short by one day. The hotel refused to give us credit for the extra prepaid day. The reason given was that "it is in the computer", as if this were some inviolate natural law. They also charged us an extra day for parking, even though it was not prepaid.
Charging for services not provided is neither fair nor honest.

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8:52 am EDT
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Hotels.com refund

Booking reference number:
[protected] & [protected]

I have been using Hotels.com for a number of years now & you can see this on your records.

On the 13th December 2017, I had made a reservation with Hotels.com, I had booked 2 rooms for my family at the Fairway & Bluewater Resort in Boracay, Philippenes & Hotel Jen, It was announced on the media that Boracay island will be closed for refurbishment & it was on the dates when we had booked our vacation.

I rang Hotels.com in early April to confirm if this will effect me, the member of staff reassured me that we have not been affected.

Then again I called back that it's confirmed that the island has been closed & after doing some research the member of staff said I was correct & it has been closed.

Then they tried to relocate me for something similar but unfortunately they couldn't find anything that suited my kids requirements.

Then cheekily the member of staff sent me a message to say "We have been informed by the Fairway & Bluewater Resort that the reservation has been cancelled" but it was me that informed Hotels.com.

They were going to look for an alternative resort for me, it was really hard work for them & then just refunded my money to my debit card without my consent, I called Hotels.com & I told them my account is now closed & can you make the refund into another account. They refused & saying it's company policy.

This company policy has put me into a financial stress, they refunded the money into my closed bank account on 8th April, even though I told them my bank account was closed in the middle the of February 2018

There has been furthermore refunds in May & June 2018 & Hotels.com, even me notifying them the bank account is closed they refunded into that closed account.

I have been calling regularly since April & I most have spoken to over 100 member of staff including supervisors or managers, I was promised many times that this will be resolved & I will get a call back, but no one was helpful at all, all it did was it cost me a lot money for my phone calls for all the hundred of hours I spoke to them, you may think I'm exaggerating there were days I had call a number of times because the phone call was disconnected because of the pressure that was on the member of staff & some days I was on the phone for 7 hours in total.
I've must have spoken to people in America, South America, Philippenes, India & so on.

However since I have been going to the bank and communicating with hotels.com for several months now but hotels.com are very uncooperative, Even the bank manager has had a telephone conversation with one of the staff at Hotel.com and she admitted that the money has not been refunded. But they want a written email confirmation about the returned the money, the bank manager explained that bank doesn't have facility of external emails which was explained to the lady at Hotel.com.

So I've been stuck in the middle of this nonsense for several months now, can you please return my refund to me immediately.

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5:22 pm EDT

Hotels.com being charged for reservation I never made.

I was charged for a stay at the Newport Hotel Hotel & Resort, 3 times. 1 by Hotels.com, 1 by Priceline, and 1 ONCE by Expedia. I stayed at the Hotel. And was charged 3 times for the stay. After argueing with Hotel.com. As to why would I make a reservation on the same day I was staying at the Hotel. The refunded me $150.00 out of 290.00 approximate that was charged to me. I don't know how, or who, why, when, this reservation was made. But they have TERRIBLE CUSTOMER SERVICE. I JUST GOT RIPPED OFF. AND THIS CAUSED SEVERAL OVERDRAFTS IN MY CHECKING ACCOUNT. I WILL NEVER USE THIS HOTELS.COM SERVICE. AND ADVICE EVERYONE TO STAY AWAY FROM IT. AS WELL AS FROM THIS HOTEL NEWPORT BEACH HOTEL & RESORT IN SUNNY ISLES. WHERE I WAS DISCRIMINATED AGAINST BY THE GENERAL MANAGER. AND MY ROOM WAS SPIDER INFESTED. AND I HAVE ARACNOPHOBIA. THE CUSTOMER SERVICE AT THE HOTEL WAS DISGUSTING AS WELL AS THEIR ROOMS.

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12:01 pm EDT
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Hotels.com refundable reservation amount not received

Website : www.hotels.com
Date of Booking : 26th June 2018
Confirmation number : [protected]
Hotel Name : Hotel Ca' Formenta - Venice
Check-in date : 4th August with free cancellation until 1st August

I used a search engine to book 3 cities with 3 hotels in Italy, one of them was through Hotels.com.

My booking was made with 1 night reservation initially with free cancellation option

I did a modification to the above reservation same day of booking on (26th June ) to add one more night under same conditions of the 1st booking made to check-out on 5th August instead of the 4th August.

noting that I just chose to modify the dates and extend the stay 1 additional day. I received the confirmation email with the modification

I cancelled the reservation on 20th July. On that day when I was cancelling, I noticed that the whole booking due to extending the stay (+1 additional night) the whole booking was changed to "non refundable"

No amount was refunded till date.

I wrote to booking.com twice with no feedback till date. I am requesting the following:

Full Refund of total amount USD 302.86 to my credit card due to lack of unclear process of reservation/modifying reservation from hotels.com

Please help as I had to cancel the whole trip due to emergency including cancelling other two hotels ( which were cancelled with no trouble)

Attachments :
1.copy of my first reservation with 1 night through Hotels.com
2.Copy of modifying the reservation to 2 nights through Hotels.com
3. Copy of cancellation confirmation received
4. Copy of email sent to Hotels.com with no feedback
5. Copy of the other reservations that I made to my total stay on other websites which I cancelled with no trouble

Thanks in advance

Randa Adel

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7:36 pm EDT

Hotels.com boulan south beach hotel, miami

We booked a 3 day stay at the Boulan South Beach Hotel in Miami that started on Thursday evening. We contacted the hotel reception on Thursday evening to advise that we had to leave the hotel for family reasons and due to the noise from the construction work in the bar that was directly below our room. We contacted the hotel manager, Marvin, who agreed to refund us for the Friday and Saturday night. Marvin told us to contact Hotels.com by email to explain why we had to cancel our booking, and that Hotels.com would email Marvin to confirm that he has agreed to the cancelation.

Please confirm that the 2 nights accommodation will be credited back to our card.

Many thanks in advance.

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6:58 pm EDT
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Hotels.com super 8 by windham tulsa airport

Booked a room from August 10 to 19th at the Super 8 through Hotels.com. The next day, around 5pm I noticed little bumps starting to show on many parts of my body. It was bed bug bites! I was covered with bed bug bites.
I called hotels.com right away. They offered me to call the Super 8 to get me a cleaner room. I said I didn't want another room in the same hotel and I wanted a room somewhere else. They said I would have had to cancel my room on the 9th to get reimbursed. I told them I could not cancel room ahead time as I had no idea they had bed bugs. Hotels.com never offered to reimburse me. All I was offered was a $100 coupon towards another hotel stay.
I moved to another hotels at my cost.
Very poor customer service. Never again!

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11:44 am EDT

Hotels.com booking problem

I recently had a awful experience using your website and wanted to express my displeasure with your customer service representative. My family and I recently took a trip to Santa Monica, CA for the weekend and we booked a hotel that you offered on yoursite and paid for it though the website. We were busy running around and didn't decide to go to the hotel until 11 at night. To our surprise when we pulled up with our 4 children to the hotel, that we booked through you was completely closed down and out of business due to a fire. We had to then scramble and try to find another hotel which was really difficult seeing that everything was booked out and the places that weren't were to expensive. We finally got to speak to a customer service and all he said he could do was refund us our money. I can truly say I expected him not to only refund us our money but also compensate us for the inconvenience that was caused. We ended up at a motel in a bad area in Baldwin hills because it was to late to get a hotel room on your site or any other site because of the time of night. I am not happy and I use your service alll the time but now if you don't fix this and make us feel like a valued customer than I will make sure never to use your site again and let everyone in my social media accounts know never to use hotels.com to book reservations because they aren't reliable.

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6:24 pm EDT

Hotels.com hotels.com

I booked and PAID for in full 8 months in advance an apartment with the Sweet Inn Les Halles in Paris this July 2018 for my family of 5 (3 children, 8, 6, and 3). While traveling by car from the south of France to Paris, we got a phone call from Hotels. com that our apartment was unavailable. It took over 8 hours to resolve as their system was done, conversations with 6 different individuals, all of our phone minutes and multiple overage charges (in excess of $50) because we had to make soo many phone calls. They were unable to rebook us anywhere near the place we had originally booked. When we were finally rebooked in a microscopic one bedroom we had to pay for all the additional city taxes at the now, much higher rate. We were also unable to cook any of our meals, as we had originally planned in booking an apartment, and spent hundreds of extra dollars in eating out.. with 3 kids. it was a nightmare. I have used hotels.com, and was, until now a loyal customer. NEVER AGAIN. Even more aggrivating, is that we called and spoke with the hotel and confirmed our reservation and parking THE DAY BEFORE. I should expect for all of our expenses to be refunded, cost of our phone and meals reimbursed. Of course, this was never offered.

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7:24 am EDT

Hotels.com service / price match guarantee

I booked 3 nights at a hotel using Hotels.com. They charged my credit card immediately. When I arrived at the hotel they only had me down for 2 nights. They offered to book a 3rd night and suggested I contact Hotels.com. I booked the third night directly with the hotel. The next day I contacted Hotels.com and they wasted an hour of my time correcting their mistake. At the end of the conversation I noticed the direct rate with the hotel was significantly lower than the Hotels.com rate. I asked them to honor their price match guarantee and they refused. After staying at the hotel for 2 nights I got my invoice telling me it was checkout day. I went to the desk and they explained that Hotels.com had cancelled the third night I booked directly with the hotel, and so I had to checkout after 2 days and check back in for the third day. I did that. I then used the receipt from the direct hotel booking to open a "Price Match Guarantee" claim on the Hotels.com website. They refused. I went back and for through 10 emails, asking to have my case escalated. I've lost patience, and now I'm going to file a complaint with my state attorney general.

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Update by Tom Dietrich
Aug 27, 2018 8:48 am EDT

Gabrielle,

Thanks for reaching out, but I doubt you’ll get any satisfaction from them. I escalated my case to my state Attorney General, so hopefully they’ll put some pressure on Hotels.com to do the right thing and honor their “guarantee”.

I’ve been communicating to: customercare@hotels.com

Good luck!
Tom

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Gabrielle East
, US
Aug 23, 2018 9:21 am EDT

Do you happen to have the email address that you have been sending to as I can't find one and I was given one by the webchat and the first one went through and the second one bounced. I've not heard anything from them though it has been over three weeks. I was given a case number and was told someone would contact me in 3 business days. Nothing!

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2:42 pm EDT

Hotels.com country inn and suites by radisson, rocky mount, nc

I made a reservation through Hotels.com for the County Inn and Suites by Radisson, Rocky Mount, NC. When I arrived with my family at the hotel we were rudely turned away, the two women at the front desk claimed that they have been sold out for months with two weddings. The worst was that a week later I discovered that the Hotel still charged my credit card! I had to call to have the charges reversed. Terrible customer service!

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10:54 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com missing booking

My being " cancelled booking reference" : [protected].

I have to file a complaint regarding my above booking! I arrived the hotel at midnight and found that nothing has been reserved for us! The hotel said they DIDN'T have any business relationship directly with HOTEL.com! This is absolutely ridiculous and I even received a mail from you asking about my checkin feedback today! And I am absolutely fortunate that the hotel still has vacancy BUT I have to pay RMB 600 per night for two night and that is HK$ 1500 instead of the original HK$ 1, 100. But I was being treated like a dump, your staff only told me that you will cancel my booking and give me back a HK$100 coupon for future use. I really have doubt I will ever use hotel.com again!

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7:55 am EDT

Hotels.com hotel booking

Hello,

Recently we experienced a very poor and disappointing service from hotels.com in multiple circumstances for the same booking. The hotel that we booked on your website had no notification/warnings of the danger that this was in the fire zone or of the wide spread devastation. The umbrella onsite were charred. To either side of the hotel the homes were burnt to the ground. We drove in a taxi from Athens city which cost us $90.25 Euros through the most terrifying and horrific sights of the regions wiped out to the hotel. There were scenes of devastation, homes, apartments and shops completely destroyed and wiped out by the fire.

As we were in disbelief and frightened we were not comfortable staying at this hotel especially considering that we became aware that three patrons of the hotel were killed by the fire, and staff member badly burnt by the fire. As there were then no hotels available to change locations due to high demand we ended up paying nearly double what was originally paid.

Upon our conversation with hotels.com to rectify this and book us a new hotel, the Ramada Attica Rivera was cancelled. A new booking was made for the Dolce Attica River. Upon arriving, another 15 minutes by taxi when we arrived at the recommended new hotel called Dolce Attica Rivera there was no booking made. Your service team had booked us again into the Ramada Attica not the Dolce Attica only at a much higher rate.
We again called your service line which included numerous disconnections all of which took 7 hours and when we were suppose to have a relaxing afternoon we ended up seeing horrifying scenes, spending hours on the phone which your service team only to not have a booking at the new location and waste more time explaining to you team over and over what had happened, we did not eat dinner until 9 pm following our eventual checkin, leaving Athens at midday.

We would like to be reimbursed for the additional taxi fares we incurred by having to travel to your hotel which cost in total $90.25 euros
Plus in addition to making sure the previous hotel has been cancelled and refunded revision of us having to pay for the additional hotel which cost in total $341.70 (usd 272.)

Relevant Booking reference numbers
[protected] - should be cancelled and allocated to new booking
[protected] - the new booking.

Please review and advise as soon as possible

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Nikbhat
, US
Dec 13, 2018 1:54 am EST
Verified customer This comment was posted by a verified customer. Learn more

Can you please call or contact me to fix my long pending work orders. I am trying to reach you since 3 days.

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Jodie1111111
, SA
Aug 20, 2018 10:49 pm EDT

Quality of service is poor

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8:05 pm EDT
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Hotels.com hotels reservation and service follow up

My name is Hu Zeng and I have been a Hotels.com member since 2003.

I made a prepaid reservation #[protected] (Elizabeth Rooms) for three nights (04/27, 04/28, 04/29)in Roma Italy. When I arrived at the hotel at 3 pm 04/27/18 the hotel door was closed and nobody answered the door. I called the owner and was told no room avaiable for us and asked us to wait. She (Elizabith)would send someone to pick us up and to find a place . We waited in the street in front of the hotel building for 3 hours and nobody showed up. During the waiting time I tried to call Elizabith several times and she did not pick up the phone. Eventrually Elizabeth relpied my phone and said there was no reservation for us. At about 6 pm I called hotels.com (phone [protected]). A man anwsered my call, promised to contact the owner and asked me to stay on line. I waited almost 35 minutes and nothing happened. (by the way I paid 19 euro dallor for the phone).By that time we were tired and hungey. At 7:30pm (04/27/18)we found a hotel room by ourselves at rate of 209 euro dollor. But we could only stay one night.Then I asked a friend in USA to contact hotels.com to deal with this issue because communication with usa in Italy was difficult.The following three hours my friend in USA tried to communicate with hotels.com people to resolve this issure and no result. At midnight we were exhauted. The next day (04/28/18) we trid every efforts to get a hotel room for the remaining two days. At 6 pm of 04/28 we got another reservatio from hotels.com with the booking number [protected]. This one For Ever(Fiumicino Italy) was far away from downtown Roma. Before we got taxi to go I called the For Ever(Fiumicino Italy) and the front desk people told us "don't come because they dont have room". We had trouble that night. We had noplace to stay. We (me and my wife) had to spend night in Roma train station, cold and long night there. On 04/29 We found a hotel room by ourself, again an expensive one 192 euro dollar per night.

This is not only an unpleasent story but a nightmare for us. We only have two and half days to tour Roma and we spent one and half day to try to find a place to stay thought we had a prepaied hotel reservation from hotesls.com. It ruined our vacation . After we returned to New York, both me and my wife suffered cold and cough for a week, that no doubt was related to the cold night we spent in Roma street.

Since then I have exchanged several emails with persons of Silver Service Team of hotels.com No one gave us an explaination why this happend and even told us it was difficult to refund us the the prepaid money. After about half month later I called my credit card company. My credit card company involed into this issur as disput charges.Eventually I got my prepaid mony refound.

I ask hotels.com to investigate this issue. I need hotels.com give us an applogies. I request compensation for the loss we suffered economically, mentaly and physically. I will reserve my legal right on this issue.

Sincerely

Hu Zen

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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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Hotels.com contacts

Phone numbers

800 246 8357 800 807 6641 More phone numbers

Website

www.hotels.com

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