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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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B
5:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com refund

I booked a hotel room with hotels.com and I got a charge from them and the hotel themselves. I noticed that hotels.com was $231.00 more than the actual hotel. When I tried to get a refund because they say they have the lowest price all they kept saying was they were the lowest price at the time. I explained to them that I had the charge from them and the charge from the hotel within an hour. The customer service people stated that they could give me a refund and then told me it was a typo. I have included the conversation where she typed out "can issues a refund" Then when I pointed out that they can she said typo.

Totally understand that you'd want to have the lowest possible rate for your booking. We'd like to inform you that we pre-negotiate certain room rates with hotel suppliers to facilitate the booking of reservations on your behalf. The room rate displayed on the website/confirmation email is a combination of the pre-negotiated room rate for rooms reserved and the facilitation fee retained by http://Hotels.com to compensate us for our services.

Hotel pricing and availability are always subject to change. It is possible the price that the hotel charged you is the going rate now, and not what it was prior. Rest assured you paid the lowest price available at the time of booking. For that reason, we can issue any refunds for the difference of the rates. Hope for your kind understanding on this matter.

So you can issue a refund according to your last paragraph. I find that the lowest rate is not accurate due to the fact that they charged the card the same night y'all did. I will keep this in mind and will probably not use y'all again if a refund can not be done even though you said it can be in the last paragraph

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J
5:27 pm EDT
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Hotels.com reservations

Horrible experience with hotels.com and costly. I unfortunately booked the wrong hotel originally. I had the the option to cancel unaware of the "non-refundable" policy. I was told a different story each time I called. First time I was told if I cancelled in less then 24 hrs I'd be funded 3 three days. I also called the original hotel they told me they didn't receive a reservation nor payment. Both were lies. I was charged fought it. Hotels.com charged me twice for 2 nights at 2 different hotels. Even though I got a cancellation email confirming that my original reservation was cancelled. Obviously it was a worthless email. Was charged anyway. The original hotel was Bonita Beach Hotel in Ocean City Maryland. That should have been cancelled. The second reservation was made at princess bay side beach hotel in Ocean City Maryland. Upon my arrival during check-in I was told I only paid part of the reservation and I still owed $300. I was originally charge for both nights. So now I have been charged for two hotels for two nights each. Now you want to charge me additional $300 on top of it after you are he charge me for two nights the at Princess Bay Hotel. To say I was livid was an understatement. I was told to wait until it had gotten straightened out I sat for 40 minutes in the lobby while other guests were being checked in. It was not handled very well and I wasn't offered anything for the inconvenience.

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11:42 am EDT
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Hotels.com deceitful information - overcharged

I was booked for 2 nights with my wife at Sarova Whitesands Beach Hotel at what was said to be best deal - $400 after being prompted to confirm my booking immediately as prices could increase. Whilst checking in I was astonished to find the price at the counter is $320. I have written to hotels.com demanding a refund of $80. I view this as marketing dishonesty. Awaiting response.

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11:29 am EDT
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Hotels.com confirmation number 155124955596

Sent from AJClaim of reimbursement
On Jan 19 -2019 I made a reservation on your website hotels.com (attached is reservation )

On arrival April 21 we were in chock ! we immediately complained in the hotel reception that the room did not hold the standard we expected, the woman in reception agreed that the pictures and description on Hotels.comdid not reflect reality, and it was only two (2) rooms in the entire hotel like the ones on the website( we did not get her name but she had a beautiful afro hair ) and she promised to talk to the manager, she did and on the morning of April 22 we talked to the manager name Joe, Joel, George who promised we could check out and have a refund as he also agreed the hotel /rooms hotel.com had sold to us was not in reality as expected! No bathrobes no luxury toilet amenities, no coffee/the machine, no safe in the room, we checked out as agreed and found another hotel, but we returned daily to make sure the refund was done but it's still not done.

Attached is some pictures from the room that show the standard .

We expect a full refund minus our first night, and the funds returned to my American express .

Sincerely

Anders Jonasson

Från: "Hotels.com Sverige"
Datum: 19 januari 2019 22:27:43 CET
Till:
Ämne: Hotels.coms bokningsbekräftelse 155124955596 - U Hotel Fifth Avenue - New York

Anders, din bokning är bekräftad och betald.
Dear Anders, your booking is guaranteed and all paid for.

Skippa utskriften! Hämta hem vår app för att få tillgång till din bokning utan internet.

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U Hotel Fifth Avenue
373 5th Ave,
New York,
10016,
NY,
US

+12122133388

Bekräftelsenummer från Hotels.com 155124955596

Checka in söndag den 21 april 2019 (15:00-24:00 lokal tid)
Check-in Sunday, April 21, 2019 (3 PM-midnight local time)

Checka ut lördag den 27 april 2019 (Före 12:00 lokal tid)
Check-out Saturday, April 27, 2019 (Before noon local time)

Din vistelse 6 nätter, 2 rum

Avbokningsregler Gratis avbokning t.o.m. 18.4.2019 15:00 (GMT-05:00)

Betalt belopp 32 071.08 SEK

Se fullständiga betalningsuppgifter nedan

Hantera bokning
Skriv ut kvittot
Boka igen

Du skulle kunna vara på väg att tjäna ihop till 1 bonusnatt*

Samla 10 nätter, få 1 bonusnatt*. Registrera dig så lägger vi till 12 nätter efter din vistelse

Registrera dig

Hotelluppgifter
U Hotel Fifth Avenue
373 5th Ave, New York, 10016, NY, US
Telefon: +12122133388

Viktiga notiser Hotellet gör en kortreservation på USD 150 för bokningar där betalningen sker på hotellet istället för vid bokningstillfället. Kontakta boendet med kontaktuppgifterna i bokningsbekräftelsen om du vill ha mer information.

Krävs vid incheckning Kreditkorts- eller kontantbetalning av handpenning krävs

Statligt utfärdat id-kort med foto krävs

Lägsta ålder för incheckning är 18 år

Information om rummet
Rum 1 Rum - 1 kingsize-säng (Contemporary)

Anders Jonasson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Rum 2 Rum - 1 kingsize-säng (Contemporary)

Ronny Vidigsson, 2 vuxna

Önskemål Icke rökare, King-size-säng

Faciliteter Gratis wi-fi

1 kingsize-säng

Internet - Gratis wi-fi

Underhållning - LCD-tv med kabelkanaler och betalfilmer

Mat och dryck - Te-/kaffebryggare

Sov gott - Kvalitetssängkläder

Badrum - Privat badrum med dusch, badrockar samt lyxtoalettartiklar

Praktiskt - Gratis lokalsamtal, värdeförvaringsskåp och gratis dagstidningar

Komfort - Luftkonditionering och daglig städning

Rökning förbjuden

Betalningsinformation
Pris för rum 1 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Pris för rum 2 söndag den 21 april 2019 1 554.70 SEK
måndag den 22 april 2019 2 097.84 SEK
tisdag den 23 april 2019 2 640.97 SEK
onsdag den 24 april 2019 2 640.97 SEK
torsdag den 25 april 2019 2 437.30 SEK
fredag den 26 april 2019 2 437.30 SEK

Skatter och avgifter 4 452.92 SEK

Betalt totalbelopp 32 071.08 SEK

Betalt belopp 32 071.08 SEK

Inkluderar specialerbjudande: Spara 21 %

Tack för att du betalade med ditt AmericanExpress-kort som slutar på 1008. Den här bokningen är bekräftad.
Du kommer att vara tvungen att betala ytterligare avgifter som du ådrar dig under vistelsen direkt på hotellet i den lokala valutan.

Thank you for paying using your AmericanExpress ending in 1008. Your booking is guaranteed.
You'll need to pay any additional charges and fees incurred during your stay at the hotel in their local currency.

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S
1:12 am EDT

Hotels.com not given reward night

My husband booked a surprise trip for me through hotels.com and used his email so I wouldn't know about it. After the trip they wouldn't give us our reward night because he used his email bs mine even though we had all the proof that it was under my account. We were 1 night from a free stay. After we get our free night we will no longer book through them. They are to hard to reach and not flexible even to long time customers.

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8:05 pm EDT

Hotels.com confirmed reservation not available upon arrival at (sold-out) hotel

This the email I wrote to Hotels.com:
Greetings,

I booked a hotel room through Hotels.com and when I got to the hotel it was sold out. My confirmation number was [protected]. It has already been refunded, but my issue is that I spent money on a cab to/from Newark airport and want to be compensated for that because I never would have come to this hotel if there wasn't a room available! The taxi was $120 total.

My second issue that escalated is that I spent an infuriating amount of time with a customer service rep ("Cheryl") over chat with Hotels.com and she couldn't help me. Said there was no one to escalate this to. She was trying to solve a problem I didn't have. I had already called and received the refund for the hotel.

This is unacceptable. Incredibly frustrating, too, and a waste of time. Please let me know what you can do for me - perhaps a future hotel room credit or a $120 credit to my account.

Thank you,

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B
11:01 am EDT

Hotels.com tried to make a change and entire reservation was cancelled

I have used Hotels.com in the past and if you do not need to make a change then they can be a good option for finding a hotel quickly in an area you don't know. If you do need to make a change however they are a nightmare. Most changes cannot be made online and when I finally got someone on the phone today to make a change they canceled my entire reservation instead of the one night I was requesting. Rates have gone up 60% since my original booking and I'm left with very few options for the week of college move in. I asked to speak with someone higher up at Hotels.com and was told by the 2nd person I spoke to, who's English I could hardly understand, that there was nothing they could do and that there were no higher chains of command. Their customer service can only repeat the phrase that rates are subject to change.

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R
9:16 am EDT

Hotels.com hotel booking refund

I booked a hotel and paid for free cancellation

I cancelled the hotel booking on 4 June, the hotel booking was for 7 June

Hotel, com have confirmed that they did not send the cancellation email to the hotel. Therefore the hotel have billed me on 7 june !

I have now message twice and rang once and on 3 occasions been told that someone will process the refund, but it has still not been processed.

I will incur interest on my credit card if the balance is not paid in full by the due date which is going to happen should you not make the refund. I expect hotel.comto sort this ASAP as these was there error not sending the cancelation to the hotel

Booking ref was [protected]
name Rebecca Holland
telephone [protected]
becky.[protected]@gmail.com
If someone doesn't resolved by Monday ill call my credit card and dispute the transaction !

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J
6:36 am EDT

Hotels.com advert

I have to complain about the"Captain Obvious" advert for Hotels.com.
I last saw it at 9.35p.m Sunday16th June 2019 on Channel 4 but have seen it at other times, supper/meal times which considering th content is ill advised.
It shows a Man on a lavatory whilst his partner is taking a bath.
Said partner is seen"waving" away the obvious odour!
The Man then reaches around to wipe !
What possessed the ad agency to allow this disgusting idea from a copywriter to'air'?
My family and I agreed on seeing it on the above date that enough is enough hence this complaint.
Absolutely appalling, remove it please.
Regards
Julie-Ann Middup

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Skylark1
perth, GB
Oct 13, 2021 4:35 pm EDT

I keep seeing a hotels.com advert with a lady being catapulted into a castle...there is a horse to the left of the picture looking quite distressed. If it's a cartoon one then fine BUT if it's a real horse then I am complaining that this animal was in distress and the advert should not be shown. People will think this is how horses should behave. I am quite angry that if this is a real horse that no one has been out from the RSPCA!

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Felisha Brown
, US
Dec 30, 2019 6:53 pm EST

I am also offended by this commercial demeaning mothers and children. This is total disrespect and crude humor which certainly ends any further interest in using your service

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T
Terri Marie
, US
Nov 03, 2019 10:50 pm EST
Verified customer This comment was posted by a verified customer. Learn more

OMG. Way off base and overboard. Disgusting. I'll never book with you again if I see that commercial on tv a second time. A man sitting on the toilet with his pants down around his ankles. It's ridiculous. I don't care if it's on at 3 a.m. I actually saw this commercial at 10 p.m. Believe me it's tasteless, mindless, offensive, revealing, gross and just poor taste. I don't want to see my OWN HUSBAND SITTING ON THE TOILET TAKING A SHI_. Why would I want to see this on a commercial - and then he reaches to wipe. OMG. What is wrong with your advertising agency? I actually worked in advertising for 12 years - in creative - and I know your agency is obviously are not creative because they are repulsive. If you can't be creative - be gross. Hope that works for you. But, it doesn't work for me. BYE. FOREVER.

Terri Drohan

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offendedbyU
, US
Oct 12, 2019 1:50 pm EDT

I’m offended by the commercial for hotels.com shown on CBS during the Tonight Show Starring Jimmy Falon on October 9, 2019 titled - #AnotherVacation,
“How is she there and we are here?” Captain Obvious is again ready to give them an answer that leaves them quite speechless: “Condoms!”.
How dare you! this is very offensive to women/mothers all over the world………... I ask how any person on your advertising team could allow a commercial demeaning women especially in today's society. I will NEVER use your company again!

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S
12:16 pm EDT

Hotels.com cancelled reservation and hotel charged me for no show - avoid!!

Hotels.com and their parent Expedia Group have TERRIBLE service.

No one in the US answers the phone at either Corp office and although they allowed me to make 2 reservations, they never submitted the 2nd cancelation and had the WRONG cancelation date published on their site. Falsely represented the company — did not cancel the reservation — and then WOULD NOT DO ANYTHING to fix. They hotel charged me for both reservations.

Hotels.com most senior manager - ya right, read another condescending line from your book again - in the Philippines lied and said he contacted the property to see if they could process a refund which is a blatant false statement. The property was never contacted and after I contacted them personally - again, this was their error, not mine - they confirmed that they were never contacted.

I requested a CALL from each service submission and never did I receive a call. I only received a dismissive email from Expedia corporate with no proof that Hotels.com did anything that they said they did.

Do not use a third party service like this. Ever! Horrible service.

Oh - and I confided in the rep why I needed the hotel and they were so disgustingly cold to my admission of cancer and recent surgery. Gross robots for an even more gross company. Puke!

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4:48 pm EDT

Hotels.com refusal to honor reservation:

I paid hotels.com the cost of rm arrived at hotel and ketty told me they dont accept pre paid cards I explained I paid hotels dot com and she gave me smug look and said no handed me my card and id back and said kik rocks I was upset by their behavioir and her demwanor and how she approached me now I am sweating like a pig in my car in 90 degree heat

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12:45 pm EDT

Hotels.com theft

I called https://t.Co/4ayutdgh97 to get my refund status he said that i would have to buy a https://t.Co/4ayutdgh97 or pay pal or ebay card of $100.00 so i can get my refund it would be $169.00 i bought card gave him info on card then he said jt wasnt valid he told me buy another card for $200 that was an ebay gift card i told him why he said not to worry that there https://t.Co/4ayutdgh97 and that they wouldnt scam anyone so i did he eve passed me to his manager manager told me not to worry that i was gonna get my money and it was a total of $369.00 nothing they robbed me.

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7:08 am EDT

Hotels.com customer service

None responsive to my refund request. I'm requesting a refund on stolen gift cards but keep getting the run around from the customer service department via phone ( they appear not to have a clue about their jobs) also the people who handle refunds are none responsive. I've left a number of messages over sometime and there has been zero response. I even doubt such a department exists. I would really like some response from someone concerning my refund.

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R
5:33 pm EDT

Hotels.com poor customer service/hotel I booked with ended up being overbooked

We booked a room through Hotels.Com a week before our trip/confirmed and paid for. We got to the hotel and they told us they were overbooked and stuck us at a hotel down the street that was not on the same level as the one we originally booked. That hotel covered the cost however it was not where we wanted to stay and not exactly as clean. Ridiculous. I called Hotel.Com and all I get is uummm hummm...so sorry...ummm huummm... ok ok...by someone who can barely speak English.

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R
9:34 am EDT

Hotels.com 30 james street liverpool.

I was very disappointed in my recent stay at 30 James Street. On arrival the first room 11 we checked into was dull and very unclean (this was inspected by a member of the hotel team ). The carpets and walls were filthy with coffee/tan stains on and hair on the floor and towels. The toilet roll looked as if it had been picked out the toilet and dried. The room was nothing like the pictures on hotels.com and instead was dull dingy and tired looking. Following a complaint about this we were moved to the "Molly Brown Quarters", this room was marginally better however was still very unclean. We had to request all new towels due to the originals being filthy (picture attached), the pillows had what appeared to be mascara on and the bathroom had brown marks opposite the toilet. In return for our complaints (wasting an hour and a half of our trip !) we were offered a bottle of prosecco. However this still had not arrived nearly 2 hours after it being offered so we had to call down and request it to actually be sent.
Overall I was not happy at all with our stay at 30 James Street and whilst I appreciate Jamielees offer of 25% of w future stay I certainly will not be returning and do not feel this is adequate compensation for such a poor stay.
Made numerous attempts to contact management in order to discuss this. No reply to email within a week.
Rachel Walsh- [protected]@icloud.com
[protected]

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9:24 am EDT

Hotels.com booking made through hotels.com was not made even after they have even me the confirmation and payment taken.

I have made a booking for an apartment through hotels.com app online on 1 January 2019 and confirmation for the booking was sent to my yahoo and the payment was also made.

However, on 3rd June when I arrived at the premise, I was told that no booking was being made. And that they do not have any available to house my family of 4. I tried contacting the number given on the confirmation email but no one picked the call.

We were left stranded. Thank God was the apartment management committee leader was there to help me call the owner. However, the owner had informed me the agent that managed her apartment were informed before 1st January to stop leasing out her apartment as an B&B.

Kindly advise how we can get back our refund and also what Hotel.com will do to deal with such dishonesty.

Regards
Priscilla
Email: [protected]@yahoo.com

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9:46 am EDT
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Hotels.com hotel liberty paris reservation, has, bed bugs, blood stains and poop on walls bedding and curtains.

Confirmation # [protected]
I stayed at hotel liberty in Paris and when I arrived in my room it seemed fine upon inspection I noticed their was blood on the curtains.
Poop stains on the bed, the towels had pubic hair on them. And the room was not as described. I stayed the night anyways as had nowhere else to go.
I woke up with bedbug bites all over my entire body . Over 30 bedbug bites.
The reception made me pay extra for changing rooms and when I had a friend over for coffee she stopped my friend rudly and called me and said it's against the law in France to have any visitors in hotels
Then she tried to call me and accused me of taking a poop in the sink
Of all things to accuse someone of what the hell is that?
I requested a refund and they denied me.
And I called hotel .com and they wouldn't help me
I want a refund this room destroyed my skin I have bites everywhere and probably have contracted scabies from this hotel.
Please fix this.
Worst customer service I have ever seen in a hotel and most dirty and gross hotel I've ever stayed in. I only use hotels.com for my reservations and they have no way to contact anyone for a refund.
This is terrible business practice.
The blonde lady at reception is also so rude and she should not be working in a customer service industry

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3:31 pm EDT
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Hotels.com incorrect location

I made a booking for a hotel listed under the North Rim grand canyon. This location was actually in the South Rim grand canyon which is a 4 hour drive away. My reservation was not cancelled after contacting the hotel, Hotels.com customer service as well as the central booking office for the hotel. I am seeking full reimbursement for this booking based on misinformation given on the main (hotels.com) website home screen.

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1:23 pm EDT
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Hotels.com failure to provide a refund

In August 2018 I booked a night at Estancia La Bamba de Areco in Argentina via Hotels.com for 28/3/19. I did so on the express understanding from the Hotels.com website that I could cancel free of charge up to a couple of days before the reserved date. On 18/3/19 my plans changed, and I contacted Hotels.com about a cancellation. I was assured, in writing, that I could cancel free of any charge, and would get a refund of 890 dollars.

No refund was paid. When I took this up with Hotels.com, they denied any responsibility, saying that they were simply a third party, and it was up to the hotel to decide if I would get a refund.

In numerous exchanges with them in the last few weeks, they have ignored the explicit assurances I was given at the time of booking and of cancellation.

I find their behaviour dishonest and would advise anyone not to use them

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8:33 pm EDT

Hotels.com customer service

This company is a disgrace and should be shut down. Customer service does not exist within those walls. They are nothing but disrespect, homophobic trash. The incompetence is knee deep. Almost all amenities missing . I'm so curious and it's beyond angry because 24 hours later I'm still in Antigone the resolution from the get-go and they cannot go through with it all I got is hung up on and nothing back

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Hotels.com Customer Reviews Overview

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

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

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

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

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

Hotels.com In-depth Review

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

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

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

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

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

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

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

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

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

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

How to file a complaint about Hotels.com?

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

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

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

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

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

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

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

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

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

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

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Contact Hotels.com customer service

Phone numbers

800 246 8357 800 807 6641 More phone numbers

Website

www.hotels.com

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