Menu
Hotels.com Customer Service Phone, Email, Contacts

Hotels.com
reviews & complaints

www.hotels.com
www.hotels.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Hotels.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Hotels.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Hotels.com reviews & complaints 978

Filter reviews by rating
5
3163 reviews
4
2 reviews
3
0 review
2
7 reviews
1
12 reviews
Sort by:

Newest Hotels.com reviews & complaints

ComplaintsBoard
Y
12:13 pm EDT

Hotels.com unprofessional service

To whom it may concern,

On August 16 of 2018 I have booked a hotel through your website Hotels.com .From previous visit to another hotel we had a coupon for a discount that I was attempting to apply but it was not working. I have contacted customer service and after multiple attempts on their side as well an extended time on hold they finally said that I can submit the payment and it should go through with the coupon being used, but it's must be a refundable order, so I did. After submitting the transaction I got a confirmation with a full amount charge and non refundable!
I contacted the customer reps again and they said that I should just cancel and resubmit again. Since the confirmation I originally received stated that cancellation will be nonrefundable the Hotels.com rep requested for me to stay on the line while they will talk to the hotel I booked to make sure they can refund me this transaction and I can resubmit again with the coupon being applied. After a while the rep came back on the phone and said the hotel agreed and they will refund me the full amount. I waited couple days to get the refund and it was still pending. So I went ahead and booked another hotel using Hotels.com as we needed to make sure we had accommodation for the trip and unfortunately the hotel we originally booked was not available anymore for those dates.

The refund was pending for a long time and then it disappeared from my account so I payed no mind to it assuming that it was finally processed. But on October 18 the bank account showed a charged transaction for the full amount from the hotel. So I contacted my bank and they said they cannot cancel the transaction as it is fully approved by the hotel. I contacted the Hotels.com reps again and they contacted the hotel to double check as to why I was charged fully as they promised that I will get a full refund. The manager at the hotel said that they changed their mind and was very rude. I have called the hotel as well and they stated that the person who "authorized" the refund on the hotel side was not allowed to do that and they wont do anything.

So please tell me and assist in this matter as I was charged due to negligence on both your reps side as well as the hotels employees. And the amount of money we are talking here is about 500$. I will appreciate hearing from you as soon as possible and resolving this matter accordingly. Also I would like to have all my recorded phone conversations with representatives Hotel.com for my further action.

Sincerely,
Yuriy Pashkovskiyy

Read full review of Hotels.com
Hide full review
ComplaintsBoard
K
10:20 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel rewards

Today 10/26/18 I called because I just had a 3 night stay and did not collect any rewards.
The customer service had 2 different reasons why which did not make any sense.
First reason was that when I booked I did not book through my membership. That's a lie cause when I did book I took a screenshot and it clearly shows my membership number included.
Then after she realized that was a lie she comes up with a different story and says that I didn't collect any nights because I used a coupon. First off that makes no sense if that's truly hotels.com policy because I have used a coupon before on the mobile app and I still collected nights. Second I have a screenshot of the price after I entered in my coupon and it said I would collect 3 nights with this stay!
This does not add up to me.
I am extremely disappointed with hotels.com. I have been booking through this site for a while because of the rewards program. Everytime after a stay when they ask if I would recommend Hotels.com I always score 10 and the reason why is for the rewards.
Now I refuse to book through this site and will not recommend hotels.com. This is really unfair I paid alot of money for this stay to not collect the nights it clearly stated that I would. Also its extremely unfair and false advertisement if I can redeem a coupon and collect nights on the mobile app before and this once I did not.
I'm sad to be done with hotels.com but this was not right.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
2:41 pm EDT

Hotels.com bogus refund policy. attention!

If you book with Hotels.com an apartment hotel and if you arrive after 'check-in' time and the crook hotel owner does not give you a key, you are not entitled to any refund or support whatsoever!
Your money are gone.
That happens to me this weekend. We booked an apartment hotel that was run by a dishonest owner. Arrived at night just to find out that no key available and no way to access the room. As a result lost money and Hotels.com does not want to do nothing about it.
Won't book with them again and do not recommend anyone else either. It's a sort of legalized scam ring.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
7:55 am EDT

Hotels.com hotels.com rewards

I booked a hotel for Greenville, SC for Nov 2-3, 2018 and with this booking I was supposed to get a second night for free. When I called customer support, they did not help me at all and this has made me very disappointed with hotels.com. If this issue does not get fixed, I will be moving my bookings to another site. I have been booking through hotels.com for over 3 years and never had an issue. Someone has always helped me and given me the help that I need. I don't know what has happened this time.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
T
10:39 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com refund

On August 18, 2018 I made a last minute reservation (conf#[protected]) for a one night stay but realized on August 19, 2018, when I went to check in, that the reservation was made for the day prior, which was an error on my end. I did not realize that I made the reservation for that same day as I was booking it. I forgot to change to dates at that time of making the reservation. I immediately asked the hotel to refund the payment since I never actually stayed there due to me thinking I had the reservation for the next day. I was told by the hotel staff that I would have to go through my bank, which is Chase. I contacted Chase right away, that same day, who did refund me my money immediately. However, I checked my account due to a notification from Chase that there was a change to my account and saw that the change was referring to this credit to my account. Apparently, after 2 months of investigating the credit, Chase reversed the credit because they said that it is the responsibility of Hotels.com to refund me. I have spoken to several of your reps who have not been helpful. I have been told that I was charged because I was considered a "no-show". Although I did not show up, it was not intentional. I made the reservation for the wrong date. Nonetheless, I never stayed at the hotel. I need to be refunded back the amount of 124.26 immediately. This is very unfair for me to have to pay for an honest mistake. I can be reached at [protected]

Read full review of Hotels.com and 1 comment
Hide full review
1 comment
Add a comment
R
R
R. Farrell
, US
Oct 25, 2018 10:34 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I'm in a similar situation. I made a reservation tonight for tonight but the reservation is for tomorrow night. I called the hotel, No answer, went there and spoke with a employee. He thought it was funny. The confirmation I received said I could cancel the reservation for free if cancelled before Oct 23, 2018. I made the reservation tonight, on Oct 25th!
All I got from you was a recording saying my reservation was cancelled but my visa was still going to be charged. HOW IS THAT RIGHT!?!?

ComplaintsBoard
L
9:36 am EDT

Hotels.com refund not processed or received / still need refund for canceled hotel / poor customer service

Hi Hotels.com,

On Tuesday, October 16th, I called to cancel a hotel reservation with the Hilton Garden Inn at Times Square due to Medical Emergency.

When Hotels.com called the staff at Hilton Garden Inn, they denied the cancellation request (Hotels.com did not tell them the reason for cancellation).

Since Hotels.com did not tell them the reason for cancellation, I called the Hilton Garden Inn to let them know I needed to cancel the room and obtain a refund due to Medical Emergency.

The staff at Hilton Garden Inn assured me that they would send a note to Hotels.com, letting them know that they canceled the room on their end, and that Hotels.com needed to issue a refund.

When I called Hotels.com back that same evening (Tuesday, October 16th), they had not received a message from Hilton Garden Inn.

I called Hilton Garden Inn again, explained the situation, and was assured that they cancelled the room on their end and that I needed to confirm the refund with Hotels.com. The manager working at Hilton Garden Inn - the person who confirmed the cancellation - is named Kadem.

I called Hotels.com the morning of Wednesday, October 17th to confirm the refund and was told that they were updating their system. I was told to call back in two hours. I called back in two hours, and was told that they were still updating their system, and that I should call back in two hours. I called back yet again two hours later. The third time I called, I was told they were still updating and that I should call back in 6 hours.

At this point, it was the end of the day. I called Hotels.com back this morning (October 18th) to confirm the refund, and I was told that they could not get ahold of the Hilton Garden Inn and needed to still confirm the cancellation from Hilton Garden Inn.

Hotels.com told me that they filled out a form detailing my case and that I would receive an email confirmation. They also told me that they would email me to update me when I could follow up to confirm the refund.

I have received no emails.

Please issue the refund for the stay that was canceled at Hilton Garden Inn for the evening of Wednesday, October 17th for Mr. Eisner.

Thank you.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
C
6:13 pm EDT

Hotels.com had to check early because of hurricane

Made reservations through Hotels.com at Radisson Oceanfront in Indialantic Florida. We had to check out one day early to return to Raleigh North Carolina before Hurricane Michael got there. The hotel management said since we booked through a third party (Hotels.com) we would have to get the refund through them. Had we used Radisson Reservations they would have given us the refund then. I called Hotels.com and explained about the hurricane and checking out early and requested a refund for one day. They said because we prepaid they would not give us a refund. We will never use a third party for reservations again especially Hotels.com. We actually had problems with our room also. The A/C was broken in the room and after trying to fix it two times we asked for another room. The furnishings in both rooms was worn and dirty. The A/C worked in the second room but the unit was physically inside the room with a vent in wall to outside for exhaust. It was really loud and ran constantly making it hard to sleep.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
N
5:45 am EDT

Hotels.com hotel reservation (payment discrepancies)

Dear Complaints Board,

My name is Nelson and I made a hotel booking/reservation at The Capitol Hotel Tokyu through the hotels.com website.

My reservation was confirmed (confirmation number: [protected]) and I was told that I will be charged 219, 545 yen in total by the hotel for the room charge. As I was staying for five nights at the hotel, this meant I will pay 43, 909 yen per night as room charge. I understood that this did not include any applicable tax.

Upon check out at the hotel, I checked the invoice (see photo attachment) and noted that the room charge per night was 61, 369 yen. You will see from the invoice that accommodation tax was charged as a separate item.

I asked the front desk staff why there was such a huge discrepancy between the amount I was told I needed to pay by hotels.com and the amount on the invoice. The hotel staff vaguely alluded to "possible additional tax amount" being the reason for the discrepancy but I pointed out that tax was already a separate item. This did not make sense to me whatsoever, but I was in a hurry to get to the airport so I paid the invoice amount.

However, upon review of the invoice and the confirmation from hotels.com, I am quite sure that the hotel over-charged me for the room charge (as it did not reflect the amount in my reservation confirmation from hotels.com). I am disappointed that this happened and feel somewhat tricked into paying more due to a failure of communication between the website and hotel.

This incident has been cause for me to reassess the reliability and trustworthyness of the website, and I am considering warning others about such potential dishonesty.

Please let me know how you intend to resolve the above incident/issue as soon as possible. I look forward to hearing from you.

Kind regards,
Nelson

Read full review of Hotels.com
Hide full review
ComplaintsBoard
C
8:59 am EDT

Hotels.com the customer service/ the price matching quotes

I have neve been so displeased with a service in my life. I made the reservation last week and found out this week the price dropped. I was like great cause i seen on your website it said "we price match". I called 2 days before i was supposed to go to the hotel and was told we do price match but it will be refunded after you check out and then you will receive a voucher or gift card for a future reservation. How do you price match after the person leave? The customer service reps i spoke to Ren A., and Mark were so rude they told me to take a picture of the price after they just confirmed the change on booking.com. Ren told me i would receive a voucher i haven't even checked in the hotel yet so why cant the price be matched. After this i will no longer use hotel.com cause you all dont stand by what you say on your website nor do you all honor loyalty. I just wanted to get credit the difference form booking instead i get nothing but a headache and rude customer reps. My name is clarrissa [protected]. All i wanted was a credit of $45 to my account for the difference but instead i will be given a voucher for a future trip that will not use. Your Booking Details
Check-in:
Friday, October 12, 2018 from 3:00 PM
Check-out:
Monday, October 15, 2018 until 11:00 AM
Total length of stay:
3 nights
Traveling on different dates?
You selected:
Superior Double Room
Change your selection
Your Booking Includes
Free WiFi
Your Price Summary
Room $355
14 % TAX $49.70
Price
$404.70
(for 2 guests and 3 nights)
Your payment schedule
Before you stay you'll pay $134.90
At the property you'll pay $269.80
How much will it cost to cancel?
If you cancel, you'll pay $118.33
Do you have a coupon code?
Limited supply in Miami Beach: 2-star hotels
1 hotel like Starlite Hotel is already unavailable!
Location Highlights:
Popular Landmarks Nearby
Ocean Drive, Lincoln Road and Port of Miami are just a short distance away
The Fine Print

You must show a valid photo ID and credit card upon check-in. Please note that all special requests cannot be guaranteed and are subject to availability upon check-in. Additional charges may apply.

Guests are required to show a photo ID and credit card upon check-in. Please note that all Special Requests are subject to availability and additional charges may apply.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
T
7:16 am EDT

Hotels.com one night stay at hotel with a view in reykjavik

We stayed at your hotel 4 oct 2018. It was a very bad experience. We complained at checkout but the person at the desk just nodded his head and offered no help in forwarding our feedback.
We stayed at the apartments across the road, which we did not realize when we booked. The room was ok, but very poor sound proofing means we could hear everything. We couldn't watch tv because the remote was not working - batteries corroded- and in the morning there was no hot water so we found not even have a shower. The boys next door came back at 1:50 and for nearly two hours we could not sleep with the noise of laughter and music. They were not doing anything wrong but the walls are too thin and you can hear everything. Why state in your info that guests have to be out by 11pm if you cannot enforce it because it is across the road. These girls who came with the boys were obviously not guests at the hotels. And finally the toilet/shower arrangement is ridiculous - set at an angle it is impossible to sit on it comfortably. The whole place looked like a building site because a lift was being fitted. Luckily as part of a tour we stayed in a decent other hotel in Reykjavik. But we feel we are owed an apology and compensation for a very poor service.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
9:18 am EDT

Hotels.com accommodations

Disgusted with Hotels.com. I was trying to book a hotel in Miami online and their systems were down so I called and spoke to a lady who quoted me an even better price. I gave her all my information to book, including my credit card, however she discovered that their systems were down too. She did promise me 100% that the price was guaranteed no matter what so I booked my flight while on hold. I was on hold for half an hour and I finally asked her if she could maybe call me back when it was up and running, she said no problem and AGAIN promised me that the rate would still apply. She called me back, at almost midnight, we confirmed all the details and she said "I'm processing your order now". After another 15 minute hold she came back and I asked her why it was taking so long, it is very late, and she started to apologize and then disconnected! I am not sure whether she hung up on purpose but she also did not call me back. When I called to speak to a manager the next morning, there was no record of my booking and the price of the hotel room had gone up more than double! He refused to honour the price she GUARANTEED me and said he would only give me $100 off. I now have a flight I booked based on this hotel price and no hotel! I told him I would never book with hotels.com again and would make sure I tell everyone not to and his response was "you do what you need to do." DISGUSTING.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
P
5:18 pm EDT

Hotels.com inaccurate information $250.00 penalty

I booked a reservation 10/8/2018 for a room in LA. Booking screen clearly stated i could cancel 10/10/2018. I canceled 10/9/2018. Now hotels.com says i have a $250 penalty the room price is $222. penalty includes tax? No consideration from the rude manager of customer service Victoria F. I was told that Hilton has a 48-hour cancellation policy. However I did a mock booking with her showing that there are multiple cancellation options depending on the price you pay for the room and there are 24 hour cancellation options which is what I booked under. No consideration for the accuracy of my statement they still continued to hold that they would charge me the entire cancellation policy. Where is the ability to fight the fairness of this?

Read full review of Hotels.com
Hide full review
ComplaintsBoard
A
6:02 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com booking problem

On 29th September I have done a booking for : Bran Monte Crai, Bran -Romania (Confirmation number: [protected]) for 2 nights and everything was fine. Today, I just saw that I received an e-mail (I was on holiday for a week and I didn't have access that much to the internet) from the property telling me that the room I have chosen one week ago is not free actually. They were saying that it was a system problem. But this is not my problem, because of this situation I have lost other opportunities and if "I knew from the night I did this reservation I could have looked for other places. Besides this situation, I found the mail in Spam. Imagine that I could not see it and go to the destination on 31 December where they could inform me that with my reservation was an error. This is not admissible.

Another thing is that on your website it still appear my booking. And there appear 3 nights instead of 2 nights that I have booked. How is this possible? I can not believe such a thing.
I will never ever in my life use hotels.com and I will tell to all my friends not to use hotels.com because all the services are bad. Maybe when you remain without clients will make an effort to do your job well.

It is a shame that you do not know how to do your job well.

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
M
10:39 am EDT

Hotels.com hotel booking - misleading information

Booking number [protected]. made 02/10/2018 for 1 night 10/10. Chose on the basis of the attached photograph showing free cancellation. Found this was not the case on receiving confirmation and i was liable for cancellation fees from the moment of booking. Your customer services were less than helpful. Not happy the statement in the picture which is specific to the room I was trying to book is a lie. Hotel not happy when i showed them the picture either. Considering sending this to trading standards

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
D
4:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com booking refund

On 9/28, I booked a room for the Oceanside Hotel and Suites in Miami Beach for my wife who was going to stay 1 night on 9/29. When she checked in, first the front desk man asked her multiple times if she was there by herself and kept smiling at her in a provocative way. Then when he handed her the key he purposely touched her fingers and hand with his. When she went to the room it smelled and caused her to get a migraine.
So she went back to the front desk and the clerk told her he'll get her a 'special' room, or something like that. My wife was genuinely scared and called me right away. The clerk hadn't returned and I told her simply to leave and I'll take care of it. I spoke with the reservation person at Hotels.com and then her supervisor. Both called the hotel and both were told NO REFUND since my wife walked out. What did they expect, for her to remain in front of a person that frightened her and then would have a master key to her room?
I understand you don't know my wife, but she is a strong woman and definitely not easily scared. This is one of the only times in our 20 years that I can actually remember her being scared for herself.
Then to make matters worse, while I have her on the phone, I again went to hotels.com to get a different room. This one advertised for $120, so I went ahead and booked it. Now granted, I didn't pay much attention since I had a distraught wife on the phone but when I looked again, they charged me $245. WOW. I didn't bother to call and complain about that bait and switch and the hotel was extremely nice (So my wife told me), but to just wash their hands of the first incident is unacceptable.
Anyway, Hotels.com will not receive any further business from me, and you better believe I'll be telling this story to all of my associates who are frequent business travelers.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
5:27 am EDT

Hotels.com tshedza guest house

I made a booking through your website at Tshedza Guesthouse. On arrival I did remark to the gentleman taking me to our room that it looks nothing like the photos on the internet. We checked in and went to our room. It was filthy and in a very bad state (unfortunately I was so upset, I didn't think to take photos). I went back and asked for a refund. He said they didn't do refunds but will take me to their other branch. I accepted and when we got there it was in just as bad state as the other one. Again I asked for a refund, which he refused. We couldn't sleep in those circumstances so I searched for alternative accommodation (which luckily I found) and had to pay again! It is a shame that businesses can get away with this. I am requesting a refund from Tshedza Guesthouse. Also should they be banned from your website for false advertising.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
R
3:23 pm EDT

Hotels.com airline ticket that was purchased with hotels.com gift card

I was in search for cheap airline tickets called this number [protected] and they booked me a flight using the cards. And now I have know gift cards and no flight. Card numbers [protected] and card number [protected] I have used cards before and thought the reason for the numbers where to track cards. I was told by your customer service there is know way to track cards. What i'm not understanding is how a third party can have access to a valid airline and use your cards to scam hard working people. I'm not sure what I have to do but something can and will be done.

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
D
3:37 am EDT

Hotels.com reservation nr. [protected]

Dear hotels.com,
I am writing to complain about the reservation Nr. [protected].
According to our reservation confirmation the total amount was 204, 99 EUR, but at the reception we were charged for 235 EUR, the asked plus 30 EUR for the cleaning.
Above this, in our reservation confirmation the tourist tax was 0, 81EUR per night for adults and for children under 16 years 0, 41 EUR, this total had to be for us for 3 night 10, 95 EUR, but as you could see in the attachment they charged us for different taxes and other fees ( 40 HRK), the difference from this is 7, 76 EUR.
So all together we were charged addictional 30 EUR + 7, 76 EUR, I am demanding to transfer this money back to my bank account.

At the reception we tried to solve this problem, it took 1 hour from our holiday and it was a very unpleasant situation during our holiday.
Before I booked our accommodation I compare the price with booking.com site. At booking.com they show the price more detailed ( accommodation, cleaning fee, tax), these all together was the same price as at hotels.com ( the total amount was the same 204, 99 EUR). So I choose your site because I was always satisfied with your services until now, but at this time because of my loyalty I had paid 37, 76 EUR more.
I look forward to your reply and a resolution to my problem quickly.

Sincerely
Pál Józsa

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
R
7:00 pm EDT

Hotels.com hotel villas de santiago inn tijuana, mexico

Hello: I am Raphael Wilson-Ricks. I am currently staying in the above hotel. I made a reservations for 28 days. I have attempted to speak with someone at Hotel.com regarding this many issues here. I am in Mexico for work purposes. I am a business owner. In addition, I've booked several shows to display my product. I was told that i could check in early in the am my first day. I did not get in my room until 2pm and because of that I missed a show that I paid $300.00 to participate in. The room has only beed cleaned once to this day. I had another show this morning and was given a certain parking space. Last night the hotel allowed someone to park in my space blocking me again. This morning when I left my room to load my truck for another show they allowed someone to park at my door and I could barely exit. I was not able to load my truck and make this show. The room is full of roaches, the wi fi does not work. I asked to change rooms and was promised another r om because I must take orders over the internet and I am trying to recoup some of the money that i've lost. There is no General Manager here. I am always referred to speak with the person in the reception area. Two of them speak no english so this does nothing when a situation arises and that needs immediate attention. I've already completed two surveys and have left messages for a manager to call me regarding my concerns.
So now I am putting this in writing. I am asking someone from your legal department to contact me. I thought that your company check out the hotels before you become affiliated with them? I would like information regarding filing a claim against Hotel.com for all that I've encountered. I've been told that they will not refund my money to me and I asked to be moved (through hotel.com). Again, no one has followed up with me regarding either request. Today I called Hotel.com again to speak with a Supervisor and asked her to call me back because of the internet constantly going down I would not be able to speak with her long. She took my number and It's been over 1 1/2hrs. I don't know which is worse this hotel or hotel.com. I can be contacted at [protected]
Raphael Wilson-Ricks

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
1:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com motel 6 lax

I arrived at 330 on September 11, five people were behind the counter, I had to wait for assistance and there were no rooms ready. I got a room eventually, dropped my things and went to work. I returned late, there was a barking dog on my floor, got ready for bed, pulled back the sheets to sleep at 11 and the bed was full of hair and filth, dirty, not changed. I called the front desk to be moved, they could not send up a key, so I had to repack and go to the lobby. I got another room, entered, immediately showered off the filth from the first bed, and looked down to find a dirty bandage in the tub. Then, as pulling a towel from the sink side cubbie, found an opened condom wrapper inside. Also, the desk attendant wrote my room number on my room key jacket at the desk with others present. I expect full reimburement for these gross health and safety violations

Read full review of Hotels.com
View 0 more photos
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Hotels.com customer service

Phone numbers

800 246 8357 800 807 6641 More phone numbers

Website

www.hotels.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Hotels.com?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Hotels.com Customer Service. Initial Hotels.com complaints should be directed to their team directly. You can find contact details for Hotels.com above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

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.