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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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P
10:08 am EDT

Hotels.com refund

I have purchased a many of times with company and never a problem. Last month booked a hotel on my phone due to a glitch it deleted my 10% code and reversed my £ transaction to $. After 2 hours on the phone a manager said that he can refund my card with the 10%. 3 weeks later and I'm still waiting for this refund. I have called over 10 times and no one knows what they are doing. They keep saying wait another 7 days. I am now really fed up with what is going on.

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J
4:12 pm EDT

Hotels.com Hotel rewards

I signed up through your mobile app last year around June or July 2018 and booked hotels through the app. While doing so I was collecting hotel reward points. I received a confirmation that i earned 1 or 2 hotel reward points on each booking and I have the screen shots to show that I did earn points for those bookings. I called on March 4, 2019 to see if I could redeem the 13 points that I know I have per the screenshots from my completed booking and the customer service person stated I was not enrolled and enrolled me. I told him I was enrolled back in June or July of 2018. He then escalated my issue and said someone would contact me be Friday March 8th. No one did. I called today, March 11th and was told sorry by another customer service person, sorry not sorry you are our of luck. If I wasn't enrolled in July when I booked all of the hotels, why would I get a confirmation stating I have earned points. I was not just an email subscriber, I downloaded the app and created what I was supposed to to get an account. I would like all of my previous completed hotel stays credited to the account they now have created since they cannot seem to find my other one. the account number is 4951448 and my name is Jan Tillman. I would also appreciate someone contacting me regarding this and letting me know when it has been taken care of. My phone number and email is: [protected]@yahoo.com [protected]

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E
11:44 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Hotels.com I tried to use the price match guarantee and got a lazy way to not fix anything

I called today 03/05/2019 from skype but my phone is [protected]. To express my inconvenient of why hotel.com for the first time is charging me too much difference for galatia villas, santorini compared by expedia.com.in booking total of charge was $264.96 and expedia $180.30. The first one answered me, checked on both web site and said yes there is a difference and tried to match to be $192 and that is the max that he can get. I told him still is not the same. So he transferred me to a lady call maya. She was lazy and with a cold voice is go and reserve in hoteles.com first and then file a complain and I said not logic to do that, if you can check the 2 prices and if you can match I will pay now on the phone with you. The answer was that is not an option. When I insist.in a very borry and lazy way she said she accessed expedia and was the same price $264.96 I said it's impossible to be the exact same prices if am seeing it at $180.30 even the first guy saw a lower price than the $264, she said so I am free of choice to pick witch web site. I told here you are loosing a loyal client that way and a sale, I asked where I can send to her a screen shot to see what am seeing, she said send it to billing but you have to reserve first. As I was very angry I told here here what I will do. I will book with expedia and I will file a complain with your name on it and screen shot attached to see that there was a mistake and you didn't care to fix it. She said you are free to do what ever you want and she is just following the procedures. I guess as a loyal customer and if you check my account you will see that I am using hotels for my tourism business now. But with that way of treatment I doubt if I will be using your site or other one as she said that I am free of choice. My experience with hotels.com was very good until today. Action is needed

I will attach my purchase from expedia today so whoever cares can believe that the client was right

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Update by Ehab Faisal
Mar 05, 2019 12:11 pm EST

very bad service

Resolved

i called again customer service and they provided different steps to follow

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J
7:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com cancelled my reservation to a dream vacation and never informed me

I had a booking with hotels.com for a dream vacation to Hawaii. My confirmation number was [protected]. The reservation was for 4 nights from February 17th through 21st in Haiku. After travelling from NYC and arriving at the hotel, I was informed that the they did not have any reservation for me and that the booking was cancelled by Hotels.com. I called hotels.com and Mark, the attendant informed me that the booking was cancelled and for some reason I was not notified. He could not tell me how and why the booking was cancelled. He could not forward me to anyone to file complaint or direct me to how to file a complaint. I went through hell trying to get another booking for the same 4 nights. Hotels.com only has a chat room to file complaint and it does not allow me to send my message. John

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C
6:06 pm EST

Hotels.com prepaid card fraud no help with any department

You can get to any department to help with a stolen pre paid Card.
If you call they with transfer you number to number. My thought is they don't care about the Customer. Why is there a customer service number but they say it's the Silver Club rewards that will help. Then they say it Cash star. Cash Star says Customer Service. And there are like 2 to 3 number for each of these. It's on hotel.com to me it's there card. Yes I forgot to say hotel. com gift card department is in there too. Someone took $349.90 off a Hotel.com card of mine and they will do nothing. Please Don't Use Hotel.com

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3:12 am EST

Hotels.com hotel booking

Recently my sister in law passed away . I had to book 5 rooms for the family to attend the funeral and managed to get one thru Hotels.com. They sent me a confirmation [protected] n and that my booking is guaranteed n deducted payment from my credit card. With this I set off in my car to my sister in law town. To my horror while driving I received a call from Hotels.com that the hotel I booked in has no rooms for me n my family. Worse still they could not get an alternative for the number of rooms I wanted.
They then told me they would cancel the reservation for me as if I was the one that wanted to cancel.
How can a reservation that is confirmed n guaranteed with money taken be cancelled by Hotels.com ?

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M
7:49 pm EST

Hotels.com customer service agent - victoria

I was hung up on twice by a customer service agent named Victoria this evening. The first time, she was repeatedly speaking over me any time me or my husband asked a question. I asked her to stop speaking over me and asked to speak to her manager - to which she hung up on me the first time.

I called back 30 seconds later and (without initially realizing it) I was again connected to Victoria. I explained that I was hung up on after an agent kept speaking over me and I asked to speak to their manager for help on redeeming a gift card. She again hung up on me.

She represented the absolute worst customer service I've seen in years and has led me to discontinue using your website ever again.

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J
10:24 am EST

Hotels.com refunds

I booked through Hotels.com on September 26th, 2018 for a stay at Grand Lodge Crested Butte (Feb 19-24th) at first the website said it would charge 1 night's accommodation but charged the full amount of $1, 183 for all 4 days. I cancelled this on January 3rd 2019 and they told me that my credit card would be refunded in 7 days. I rebooked a 1 bedroom with the Vail Reservations directly as they seemed easier to work with however that was soon a very big disappointment. The agent even laughed when I told him about hotels.com since they are a known disaster to work with. I spoke to hotels.com on January 12th we told me they can no longer help and I would need to speak with the Vail Wholesale department to get my refund. Just like that Hotels.com walked away! My daughter is racing in the Prader Cup in Crested Butte so it's a very expensive ski race for parents.
I called them on the 12th of January, 2019 and they assured me my refund was processing. No refund 10 days later, no follow up with me like they said they would. I called back myself on the 22nd of January, 2019 and Amanda said that it should still be processing and she would reach out to accounting - still nothing but in the meantime I now had another full charge of $1, 413.00 for my upcoming stay. Obviously no problem charging money just getting it back. I was told they just acquired Crested Butte and the reservations team was still learning.
Now 25 days after the cancellation I call back and speak with the assistant manager of wholesale reservations who says she can process my cancellation over the phone and I will definitely get it in another 10 days. I had to provide another credit card because they no longer have the numbers and she explained it was their issue because they changed systems and a lot of customer's money is floating around. I am glad it's my 3rd call trying to find where my refund was since if I didn't call again nothing would have happened. I asked for either a discount or upgrade since they had owned all the problems but NO nothing can be done on their side perhaps I could get in touch with the front desk agent at the hotel directly. I have worked in 5 star hospitality in Aspen for 15 years what front desk agent can deal with offering a discount or upgrade? They want the customer to call and ask a front deck agent!
Each person has just blamed the next and each step up nothing can be done. I asked Rachel to reach out to the General Manager of the resort and at least have some follow up with me. This is a great start to a 4 night stay at Grand Lodge Crested Butte where I am paying $467.00 per night for a 3 star hotel. Not impressed with Vail at this point and how this has been handled. There seems to be a huge communication gap from reservations to the hotel and lack of ownership from each department. All the managers can say is I understand - how would they feel as the customer? How about offering a free breakfast or lift tickets at least Aspen would know how to make the guest feel appreciated!
I look forward to some follow up from someone. We are there to ski race with and enjoy Crested Butte.
Jacquelyn Carr
970.948.2490

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K
12:13 pm EST

Hotels.com stay destroyed by false fire alarm in the middle of the night

My name is Kenneth Choh and we booked a night at the courtyard by Marriott. After a hard day of driving, we were rudely awakened by loud shrill sounds and after a long wait calling to the reception, was told to evacuate! My wife and I will be rushed down with our legs having problems climbing down stairs and thus the reason booking a hotel with a lift. After 30 minutes of waiting in the lobby with no communication whatsoever, was finally told it's a false fire alarm. It totally spoilt our stay and we couldn't sleep well after that. My wife feels unwell today. Did not expect this from a Marriott hotel. We write to seek full refund for our night's stay at this Salinas Marriott.
Look forward to hotel.coms positive response.

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L
6:43 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com confirmation #153230254778

I contacted Hotels.com via the instant chat box. Please see the copied and pasted conversation below. I have not yet been contacted to resolve this issue. please reply. thank you.
"Hi, I'm the Hotels.com bot. I can help you cancel or reconfirm your upcoming booking.
And if you ask me something I cannot yet help with, I'll quickly connect you with a friendly customer service agent.
Upcoming booking
Something else

Something else

Great, let's test my general knowledge. Ask me anything you like.
We had a non refundable reservation last night. We checked in only to discover there was no control for the heat in our room. It was 80 degrees in the room. The front desks only suggestion was to open the windows. We were on the first floor of the inn. People were walking by and there wasn't even screens on the windows. We chose to leave the hotel and find a room elsewhere. Is there anything we can do to get a refund?

You'll need to connect with an agent for this. Choose 'Message agent'.
Message agent

Message agent

OK, I'll get an agent to help you shortly.
Our confirmation number was 153230254778

Hi, Lynne! Sorry for the delayed response as we are getting more messages than normal. Oh, no! So sorry to hear about the experience you had. We'd like to help. What's your email address?
[protected]@gmail.com

Got it! Are they aware that you left already because of these issues?
Yes they came into the room before we left to see how warm it was. Still 80 after the windows had been open for over an hour

Let me call them now to discuss this matter and ask for a refund. Btw, do you happen to get the name of the person you've spoken with?
The gentleman's name was Steve. He was very nice. Apologized for the heat issue.

Thank you for that. Calling them now. I'll brb.
Thank you!

Don't mention it. We appreciate you giving us the opportunity to assist.

Thanks for waiting, Lynne! We spoke with the hotel and explained your concerns, and although all efforts have been exhausted, they declined to approve a refund because of their "No Refund Policy" during holidays. Although we'd like to hear that our customers enjoyed their stay, we have little control over the conditions and actions of the hotel. Once the customer checks in, it is the responsibility of the properties to ensure the guests' satisfaction. We have taken note of what you experienced with The Stowe Inn to prevent incidents like this from happening again.

As our valued customer, we would like to offer you a http://Hotels.com credit coupon worth $100 which you can use on your next prepaid booking with us. Please let us know if you want us to process this now.
Wow! That's terrible! We couldn't have stayed there and gone out for our evening festivities and left the windows open with all of our belongings in the room. We couldn't close the windows and leave because our dog was crates in the room and it was stiflingly hot. The hotel told us to reach out to the booking company (hotels.com) for a refund because we had not booked through them directly.

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hotels.com

We checked in as planned and the rooms conditions were unacceptable. They didn't offer us a different room or even a fan to try to make it acceptable.

We understand where you are coming from, Lynne. We really want to help you with the refund, but we need the hotel's approval for us to do so. We were told that they fixed the AC as soon as they were informed about the issue but you already booked to another hotel. As an alternative of the $100 coupon, we can refund that amount back to your card instead.
There is no AC in the carriage house
They told us that there was not
The boiler had finally shut off just before we left but they told us it would come back on automatically
The only temperature control in the room was an old style Honeywell thermostat that was obviously not functional as it was set to 50 degrees and the heat was still pumping into the room and the room temperature was 80 degrees.

I am sorry for any inconvenience you have experienced with this reservation. We certainly appreciate hearing from our customers and we are continually looking to improve so we can provide the best experience possible. We'll have this forwarded to our Consumer Relations Team for further review. You will be contacted within 24 business hours. Thanks!
Thank you. And I do appreciate your efforts.
Fri 06:53
I have not yet received an email from the consumer relations team."

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J
5:56 pm EST

Hotels.com hotel cleanliness

Econo lodge in 2934 Polynesian Isle Blvd, Kissimmee, FL 34746,
I stayed in room 202.Was horrible. There is an infestation of cockroach. They all came in the evening. I must had killed 8 of them before walking down to the office around 2am. I explained the infestation in the room. There was a very nice young lady who said that room had a complaint of the same in the past and we were not suppose to be there because we had paid for a pet friendly room. This was not a et room. She gave us another room in the same building which smell like cigarette and was a non smoking room. It had very dirty sheets and smelled. I was told I couldn't get my money back nor my deposit because the manager was on vacation and could not be reached. We had to stay the whole entire week.

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K
5:14 pm EST

Hotels.com customer service

I was hung up on 5 times in front of employee at hotel property where I had been trying to book for hours. I was told it was my card but I got it fixed. Once I tried to make a booking again using my free night, I was then told my account was flagged for no reason. 3 different customer service reps told me it was a problem with their system. Minimum effort was put into resolving the issue. I even spoke to a supervisor for the silver members named john, who also hung up on me. It is christmas eve and I sat in a lobby for 5 hours standing up, I was embarrassed. This is my second time redeeming a free night and when I do I get treated this way. I haven't been compensated or been shown I am a valuable customer. Kyla. [protected]@gmail.com motel 6 employee witness name is ian. My name is kyla gatewood. I can be reached at [protected].

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3:11 pm EST

Hotels.com cancellation of booking

Confirmation [protected].

I am appalled from the customer service I received. I cancelled a reservation online, rebooked with a different hotel for the same dates. However apparently, unbeknownst to me, it did not go through so I was still charged. I cancelled this reservation before the deadline. I booked another hotel, which I printed out the confirmation. When I spoke with the manager, I asked him why would a person have 2 exact bookings for the same day. He did not answer. They were very robotic and unsympathetic. Not even having an open mind on keeping the customer.

The Howard Johnson still charged my account. To top it all off, the website was not even showing my new booking. Thank goodness I have a printout. I spoke with your customer service and they stated the Howard Johnson is still to charge me $59.86 for one night. I should not have to pay since is clearly an issue with your website online. Please assist in refunding me the charges. This is a joint account with my wife, Tara Lovewine-Finnell. I spoke to the manager and he refused to refund me. I work in customer service and I know there are system glitches, I would like some assistance or I am going to social media.

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8:29 pm EST

Hotels.com refund for accidental charge

On Dec.18 2018 I accidently book two rooms thinking that original booking did not go through since both hotels are next to each other I thought it was one booking.
Came two find out of double booking and called Hotle.com and Comfort Inn located
in Jupiter/West Palm Florida. Even stop at Hotel and explained the error to staff.
Hotel.com is a scam that only cares about their profits. Customers are not important.

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B
4:08 pm EST

Hotels.com over charged

Good afternoon,
I stayed in your hotel Nov.25-28, were we charged through hotels.com booking number
[protected] for $348.96 and at the hotel
Again for a completely different amount $299.97
Confirmation [protected].
I spoke with a front desk receptionist by the name of Sky with
Home 2 suites and she seen the error in their system and
Was to relay the message to the supervisor, Ms. Faye
We failed to hear from the supervisor so we called back and
Much to my surprise, Sky didn't mention it at all,
Ms. Faye with hotel Home 2 Suites asked us to contact you,
You failed to let them know that the hotel room had
Been paid for in full.
Someone needs to clear this up as soon as possible
And we need our over charge credited back.
This has been a disaster and caused further problems
And needs to be addressed immediately.

Brandi Lang [protected]

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K
12:27 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel: plaza sb europa barcelona

I would like to leave a complaint about the appalling service from the hotel mentioned above. A normal service orientated hotel, would allow me to mention a minor issue and I would receive feedback and a solution - with this hotel they cheated me by getting me to pay for the same night twice- and have the audacity to ignore my 3 emails & 3 phone calls with various personnel. In addition, I got 2x mascaras stolen from my room- which is quite odd.

The hotel is in general is not worth a 4 star rating with that service. I have never had to officially complain about a hotel but here I feel I must - as this is appalling.

Best regards,
Heidi

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B
5:31 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com service

Dear Sir or Madame
I am very dissatisfied with the service I received on the evening of Wednesday the 16th October I booked Studio En Plein De La Ville Rose in Toulouse.
Reservation No [protected]
When I received confirmation back of my booking it said I had to give 24hours notice?
I phoned the property three times and left messages.
I went to the property and got no reply
My dissatisfaction is that your system should not have allowed me to book for this property on the same day.
I ended up paying €400 euro for a room at 22-30 as there was no other vacancies.
If you had confirmed that this property was not available unless 24 hour notice was given, I would have had an opportunity to make alternative arrangements without costing me 400 euros. I also had to cancel a dinner appointment with a customer which has caused me another problem .
I am seeking a refund also of €150 for no entry to Studio En Plein
I await a reply before I consider cancelling my membership.
Regards
[protected]@hotmail.com
22/10/2018

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4:10 pm EST

Hotels.com hotels

Absolutely ridiculous! I have booked through hotels for years and today they sent me to a hotel that IS NOT OPEN to the public due to hurricane damage and they want me to pay the difference for a last minute hotel on the beach! Their notes confirm that I called multiple times previously to be sure that this hotel was open, and they told me to be here! I have spent hours on the phone with them after traveling since 6am and keep getting disconnected. Guess what, they never call me back! I'm so frustrated that their relocation department somehow refuses to book me something new when they clearly messed up! I can't believe this right now. Currently stranded and nobody cares to remedy this situation it's just circles for hours!

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12:57 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com did not get the full amount of refund. the $100 credit that I earned are gone.

Booked Candlewood Suite airport/Cruise in the amount of $201.20 ( $100 Credit + 101.20 Credit card). The reservation no. [protected] for October 26. The hotel did not honor the reservation from the hotel.com. We were relocate to Red Carpet with no microwave and fridge. Check in around 4 am. Hotel.com email me that they have microwave and fridge but it was none.

We deserve to get the 100% money back plus the $100 credit instead just $100. We should be compensated fairly for the inconvenient. We have to get a transportation to go to the second hotel.

That's not the way how you treat to your loyal customer. We needed to build up a trustworthy and good relationship with the customer.

The case no. [protected]

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2:02 pm EST

Hotels.com unable to use credit notes

In September 2017 I was issued 2 credit notes of CAD$100.00 each for a mistake that Hotels.com made (that impacted 2 bookings):

1) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCL8TNYUW"
2) "In reference to your booking confirmation [protected] we're offering you a Hotels.com credit coupon for CAD100, which can be redeemed on your next pre-paid Hotels.com booking. Your coupon code is GWCTMU8YZT"

I was out of town for work for a year and in that time, the credit notes had expired. I contacted Hotels.com and spoke to Jesse - a manager at the company - to have the credit notes re-issued and was told that 'they were issued on goodwill and once they have expired, they are not able to be re-issued'.
The credits were issued for a mistake that the company made that caused a huge inconvenience for us while we were out of town, so they weren't originally issued 'on goodwill' and while it states in the email that the codes have an expiry date, it doesn't say anywhere in the email or in the disclaimers in the bottom, that they can't be re-issued.

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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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