Hotels.com
reviews and complaints

I recently had a terrible experience with Hotels.com. My wife booked us a six-night stay in Sihanoukville for my post-surgery recovery, hoping for a relaxing time. Unfortunately, due to this unreliable website, we had to spend the beginning of our stay in a very stressful environment.

They took our money and sent us a confirmation via email. We took our flight and while transiting in Saigon, we decided to check our emails. We found out that they had canceled our booking for security reasons that were not specific at all. We sent them many emails, bought local sim cards to be reachable, and contacted Expedia customer service and Hotels.com. They were polite, but not much help.

We contacted our bank and they said that they had sent them the confirmation of the transaction and the money was debited. The call center of the main branch told us that they had sent a refund but did not want to reassure us by confirming with an email. All the trailing mail that I have is three emails from us and one from them saying that they can't reach us by phone. All our friends and family managed to do so. We are using three phones (one roaming and two local numbers from two different network providers). No missed call was received from them at all. No phone number was provided to be able to call them even after requesting it.

We ended up paying for the hotel again using the same credit card that they took the money from and said we couldn't accept it. The GM of the hotel felt bad about our experience with them since we had to use a third party since their website is still under construction, and she upgraded us by keeping the same online rate.

The general manager of the hotel was a sweetheart and called for us the intermediate that was not able to find a solution for us nor give us a proper explanation.

I am a frequent flyer in one world alliance, and I have traveled half of the countries in the world. I have been using online websites all over, however, our experience with this one was the worst.

They promised a free night, but the actual free night you will spend it thinking of a solution out, and it will be without sleep, and you will end up paying more on Skype and roaming.

Dear Hotels.com Customer,

Your Hotels.com purchase ***58267 has been canceled due to one or more of the following reasons:

? We were unable to authenticate the credit card.
? We were unable to authenticate the cardholder.
? The purchase was declined by the credit card company.
? Account history.

Please reply to this email if you think there may be a mistake. We are happy to work with you to rectify any discrepancy. Since we have been unable to contact you via the telephone numbers listed in your account, please reply to this email with the telephone number where we can reach you and the best time to call. A Hotels.com Transaction Processing Representative will contact you.

Please do not call Hotels.com Customer Service for assistance with this matter. They will instruct you to email ***@hotels.com.

Sincerely

Hotels.com is a real letdown. Their support team was no help at all and they didn't take responsibility for their mistakes. I only used their site twice because they have a Rewards program that says you get a free night after booking 10 nights. But the program didn't work on their site and I only noticed after making a second reservation. They didn't fix the problem and didn't admit that it was their fault (probably because of a database error, for those who know about IT stuff).

I told their support team about all the problems I had with their system, like not recognizing my password (which I set twice) and not letting me log in. I had to reset my password to get in. They also didn't show my upcoming reservation even though I was logged in. They had wrong information in my account that I didn't put there. They didn't even think I had an account with them even though they had my username and some of my information. They didn't register me for their Rewards program even though I tried to join several times. They didn't link my reservations to the program even though I joined. Some pages didn't work in some browsers, which might have been why some things didn't work. They only told me I wasn't registered after I added a reservation to the program myself.

I told them all of this in emails and phone calls, but they just gave me the same answers over and over again. They said I needed to register my account and that I couldn't get rewards for reservations made before I registered. They ignored all the technical problems I told them about.

In Australia, it's not legal to blame the customer when the company makes a mistake. I told them this, but they still said I couldn't get my points because I made the reservation before I registered. They didn't take responsibility for their mistakes and didn't give me my points.

I only lost $30, but I'm still reporting them to the consumer protection authorities in Australia. I don't recommend using their website because if you need help with your reservations, they won't help you.

Hotels.com is a company that has received a lot of negative reviews lately. Although they have a score of 1.3 out of 5, it seems that most of their customers are not happy with their services. In fact, out of 600 reviews, 1-star ratings are the most common. This means that only 8% of their customers are satisfied with their services. This is a very low score, and it is surprising that the company is still in business.

Hotels.com is part of the Expedia Group, and it is unclear why the Board of Directors has not taken any action to address the negative reviews. Many people have stated that they will not use Hotels.com again, and this is a good thing. If the company were to cease trading, it would be a relief for many people who have been scammed and lied to.

One customer reported that they received an email stating that their booking had been cancelled, even though they had not cancelled it. When they called Hotels.com to ask for a refund, they were told that the hotel insisted on a voucher being issued. However, when they contacted the hotel, they were told that this was not true. The hotel manager even spoke to Expedia and told them to refund the money, as no money had been received from Hotels.com for the booking.

Despite this, Hotels.com refused to refund the money and insisted on issuing a voucher. The customer did not want a voucher and asked for proof that the hotel had requested one. However, Hotels.com was unable to provide this proof. The customer also asked to speak to a senior person, but no one was available to take their call.

As a Gold Member, the customer stated that they would never use Hotels.com again or any of their sister companies. They also urged others to do the same, as the company clearly does not care about its customers and is only interested in itself.

In conclusion, Hotels.com has received many negative reviews, and it is surprising that the company is still in business. Many people have reported being scammed and lied to, and the company does not seem to care about its customers. It is best to avoid using Hotels.com and its sister companies to avoid any further issues.

I gotta say, I'm not one to leave reviews, but my experience with Hotels.com was so bad that I gotta warn y'all before you waste your money. My folks were helping me move down to USC and we needed to stay a night in LA. I found the Lido Hotel on Hotels.com 'cause it was cheap and close to USC. But I knew we wouldn't get there before 11pm 'cause we were driving down from NorCal. So I started calling the hotel around noon on August 10th, the day before our booking, to see if we could check in late. But no one answered. I kept calling the next day as we were getting ready to leave, but still no answer.

We finally get to the Lido and there's no one at the front desk. We wait and it's already 2am. So I call up Hotels.com and tell this young dude what's going on. He says sorry and that we'll be moved to another hotel for free. He transfers me to a lady who I thought was from the relocation department, but she wasn't. She spent 20 minutes trying to figure out what was happening before transferring me to another lady named Alex. By this point, it's almost 3am and I'm getting pretty pissed. I ask Alex to relocate us immediately and she puts us on hold for half an hour. When she comes back, she says the hotel isn't answering. No duh, that's why we called Hotels.com! She says she'll talk to the relocation department and I'm fuming. I ask why these agents are calling the hotel when I've been trying to reach them for two days. She apologizes and puts us on hold again. After 15 minutes, she comes back and says we can't be relocated. What the hell?! I ask why and she says we're checking in too late. I already knew that and that's why I was trying to contact both the hotel and Hotels.com. These agents were no help at all and I wasn't surprised.

So I ask to speak to her supervisor, someone who can be a little more professional and help us out at 4am. We get transferred to Miles, the supervisor of the customer service agents, and explain our situation. I can't even describe how rude and unprofessional he was. Relocation wasn't possible, so we said we'd book another hotel and Hotels.com needed to reimburse us. But Miles said no, we weren't charged so there was no need to continue. I quickly checked my Wells Fargo statement while on the call and saw a pending transaction from the Lido Hotel. I told him he was wrong and he said no, we weren't charged. But Miles, I'm looking at my statement and there's a charge! I finally asked him if he knew anything about customer service. And you know what he did? He laughed at us and said bye before hanging up. It was almost 4:25am and we'd been on the phone with these people for over two hours for nothing. Not only did I have a charge from the Lido Hotel, but I also had to pay $150 for another hotel. This is just pathetic.

Please, please don't use Hotels.com. I'd love to talk to Miles' boss and see if they're just as bad or if they made a mistake hiring him. I've never had a bad experience with hotels, whether it's a 2-star or a 5-star, 'cause I usually book through Expedia. I'm never making the mistake of trusting Hotels.com again and I hope you don't either. Their customer service is just horrible and they won't last in this market.

The gentleman in the picture of the first email lying to me in the email saying I will not be refunded. Especially when I have an email saying I will be from the property. So what I get from that is he is not doing his job right and taking the proper steps. So I’m wondering how many other people he has lied to that their not getting a refund. Saturday June 17-2023

We paid in full for this horrendous room. I have contacted you several times including virtual chat , you have not responded whic is very bad , I will explain for the 4th time ! The room was infested with ants , no shower, just bath , the shutters and windows were hanging off when we opened them very unsafe , the floor was uneven a terrible trip hazard ! Parking was by entrance and the car was nearly scraped as guests drove in. , management very rude would not refund or offer alternative. We did not stay. Please refund my money , thanks. Not fit for purpose

I had a problem with a reservation. No way to get help with Hotels.com... takes you to a page for "Chat" that conveniently doesn't work. No agent, no Chat.

Found a number on a separate site of theirs for service. They give (conveniently again) "Call us at [protected]. "

It's not them. It's Expedia and the agent said couldn't help me. He gave me Hotels.com number.

SO now got [protected]. NO way to get an agent. Gives menu, and can cancel or keep a reservation. Can't even change. No agent contact. (Tried even another number. Got an agent, but said couldn't help me.)

Curse on them!

I book for 27 nights at a guest house in Siem Reap Cambodia for 27 nights as that is more or less the longest I can book. Selected the room I needed, filled in my details and paid via Paypal. Paypal have given my a transaction No. & invoice No. Hotels webiste states that it sent me an itinerary number to my email addy but this was never received. On contacting Hotel.com they have NO record of my booking despite me having a Paypal transaction and the room no longer being available ( was the last room).. Customer service replies seem to be automated as they dont answer any questions and keep asking for my itinerary number which I never received.

Mammoth Hot Springs, S.D.-On May 26,2023 at about 1:00 p.m. my family and I arrived at Econo Lodge for check in to stay for Fri, Sat., and leave Sunday. When I arrived the hotel was run down and outside was unkept. I went into see the room before we checked in to see what the room was like. I had a previous experience with another motel so I have learned to check rooms first. The Motel hallway smelled like marijuana and I had to pay before I could see my room. Without thinking that this was a potential red flag going on in my mind, I went ahead and paid using my debit card. The hallway had stains on it, and the room had a bad odor. So I opted to not to stay here. I came out to the car and discussed this with the family and we chose to go elsewhere. I called the hotel manager outside in my car and his wife said he had stepped out and would be back in awhile and that she didn't know how to do a refund. I left and went to find another hotel and called again in about 30 min. and the hotel manager said he would cancell. I checked again that nght and he assured me that it was cancelled, but I have no notice of any cancellation on my email or my moms phone. My confirmation # is [protected]. Please help as the motel was not that much $83.41 but it is my money that this motel has taken.

Date of stay 16/05/2023 for 3 nights. Please see attached photos of the condition of this hotel room. Sold as a luxury room.

It definitely wasn’t a luxury room, also they are charging for king size bed and they putting 2 single beds together instead! The room need general deep clean (including windows). Stained bed linen, thick dust and cobwebs.

The room was cold and you have to put electric heaters to warm the room up (please see the pics).

Please do pass this to Thera reception and ask them to send the complain and maybe they can refund us for the extra charges that they haven’t provide.

I hope they not going to book this hotel anymore, thanks.

It was totally unacceptable for £522.50

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Hotel overview

Green Dragon Hotel

44-46 Broad Street, Hereford, England, HR4 9BG United Kingdom

Reservation dates

16 May 2023 - 19 May 2023

Itinerary #

[protected]

_

Room

Guests

Reserved for Michal Bogdanski

1 adult

Room

Luxury Double Room

Room requests

1 King Bed

Non-smoking room

_

Price summary

Price breakdown

Room price: £522.50

3 nights: £145.14 avg./night

16/5/2023: £137.50

17/5/2023: £152.08

18/5/2023: £145.83

Taxes & Fees: £87.09

Total: £522.50

Full refund

_

I booked for 12 nights, May5th-May17, 2023 at Scala Boutique hotel in Bucharest, Romania.

From the beginning the phone didn't work, in the bathroom water dripping at the fossette and toilets.The hotel didn't fix the problems.

On the night of May16-17 ,2023 , we woke up at 2am with screams and cursing between on guest and the front desk person, till 7 am.

I complained by email to Mrs Mirela Alexandrescu manager of the hotel but she didn't replay.

Regards

We made hotel reservations on or about 5/12/23, itinerary # [protected], for Holiday Inn Express, Marlton, NJ for two nights, 5/19 and 5/20. On Monday 5/15 called hotel to cancel one night (5/19) and spoke with Elisha who tried but stated the computer would not let her change it. Chatted with Ele R. at Hotels.com on 5/19 and requested to change the reservation, she tried to but said the computer would not let her do so, she called Elisha at the hotel then got back to me and said neither of them were able to cancel one night of 5/19 and she then sent me an email for me to forward my receipt to her if I was charged a no-show fee by the hotel. I did get charged a no-show fee for 5/19 and paid for by charging my charge card automatically. I checked in for the one night of 5/20 and paid for that night plus the no-show charge of $239.57 and as instructed I forwarded my receipt in a reply to Hotels.com "Ele" email. I never received a reply, never received a reply to several more emails to her, never received a refund, and today I called Hotels.com customer service and go a person whose accent could not be understood it was so heavy, absolutely not speaking understandable English, who informed me (I think) that he could not help me! I am very frustrated with Hotels.com and will not use them again until I receive a full refund.

Here is the email that Ele R. sent to me from Hotels.com :

Documents needed for your Hotels.com itinerary [protected]

Inbox

Hotels.com Travel Team

Mon, May 15, 1:03 PM (11 days ago)

to me

www.hotels.com

Hello William,

Thanks for contacting Hotels.com

We wanted to follow up after our last conversation, in which you asked us to change the length of your stay with a night reduction of 1 night

As advised by our representative on your previous contact, your reservation could not be changed in our system and the property left a note in their system. During your stay, the property will collect payment in full

We will need a few things to help us with your refund request for the unused nights. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see

Just reply to this email with:

A receipt from Holiday Inn Express & Suites Philadelphia that shows the actual dates of the stay and the amount charged. You can attach a document or an image in JPEG, PNG, or PDF format.

The date you were charged.

Thanks for choosing Hotels.com.

Sincerely,

Ele R.

Scbericaplaza1

Hotels.com Customer Support Team

I booked a 2-night stay at Aladdin Inn, Sonora, CA May 9-May11, 2023 through hotel.com and only received credit for one night. I tried resolving this through their customer support online, using the chat virtual agent, with the requests for booking details such as itinerary #, phone number, and code number with the response being the same request or unable to locate. And of course being an online entity there is no physical address to write to, not even to a subsidiary to Expedia. I rest my complaints.

Begrudgingly yours, Judith Ostapik, email address at which I can be reached:

[protected]@yahoo.com

In the past when I have had a dispute, I have talked to a human customer representative

Confirmation #[protected] - Itinerary #[protected]

Beverly Newman - 04/27/2023 to 04/30/2023 - Quality Inn Hotel - Lexington, NC

Hello, I have been a member of Hotels.com for years. This is the 1st time I felt a need to complain about my stay. I have always appreciated the service.

On 4/27 I called the front desk to inquire about a cancellation for 1 night because I had a delayed flight. She said the room was nonrefundable. On 4/28 I checked into the hotel. Early am around 2am I called the front desk to inquire about the beds because I couldn't sleep, she told me all the rooms have the same beds. I wasn't able to sleep at all that night. I had an early meeting on 4/29/23 so after the meeting I was extremely tired. I explained to the desk clerk about how uncomfortable I was and how important sleep is at this moment. I asked for a refund and explained I will need to check into another hotel so I could sleep before the next meeting. The front desk representative told me the manager was out until Monday 5/1/23 and she noted the system, and he would issue the refund once he returned.

On 4/29 I checked into Hilton Garden Inn and stay there until the business trip ended.

After resting and taking a shower, at Hilton Garden, I noticed the bite marks on my arms and legs. I was speaking with another co-worker who informed me, the room I slept in at Quality Inn has bed bugs based on the bite marks.

On 4/30 I contacted Hotels.com and explained why I am now requesting a full refund. Hotels.com explained they would go through Quality Inn for my full refund. As of today's date, (5/17/2023) I spoke with Pam D at Expedia and she said the Quality Inn has denied my request for a refund because they feel I am trying to negate my responsibility to pay for services rendered. This statement is obviously not valid because I checked into another hotel through Hotels.com on 4/29 and paid the amount I am requesting back from Quality Inn. So, there is no savings on my part. Right now, I have paid twice and really only stayed at one hotel.

I am really hoping you will assist me with this issue.

Thank you,

Beverly Newman

[protected]

I booked the Candlewood Suites in West Springfield Massachusetts for the weekend of May 11, 12, 13 (2 rooms) and May 12, 13 (1room) 2023. I cancelled the room reservations in February 2023. I received a message from hotels on Monday May 15, 2023 that my trip was coming up. I immediately went into my account on hotels.com and it said that it was cancelled so I did not worry about it as I could not find any more information when I searched in trips, etc. Over the weekend Candlewood Suites called to say I was a no show and charged my for 2 rooms and said that they had not been cancelled. I am extremely upset that I am charged for rooms I did not use and had believed were cancelled because my itinerary said they were cancelled. I am not sure at this point what my options are but you at the very least need to know I was not appropriately taken care of. Vicki Tolhurst, [protected]@aol.com, [protected]

RE: Itinerary [protected]. Cancellation for August 13, 2023, at Barcelona Airport Hotel, was made on March 13, 2023. It is now May 10, 2023 and I have not yet received the refund of $120.66. Pleae inform me why this refund has not appeared in my Master Card and please direct the process to occur. Thank you kindly. Jane Simington, [protected]@takingflightinternational.com

I booked a room at The Bungalows in Treasure Island FL for April 14, 2023. I paid $333.02 for the room on my credit card. Receipt available upon request.

The room was in horrific condition. Multiple cockroaches. The floors were so dirty, after walking around in my white socks for a few minutes, the socks were completely black. Also, the cable TV never worked.

I want a total refund for the $333.02 that I paid.

Thank you,

Thomas Bradley

20 Jacobs Street

Wilmington MA 01887

[protected]

Itinerary #[protected]

I wish to complain that when my booking was made and paid for on 5th Feb 2023 it was for DBB but the confirmation only showed B&B. On a chat confirmation made then it was confirmed that the booking made and paid was for DBB despite your mistake.

today i received your email confirming the upcoming departure, but again this showed only B&B. Through your chat I am awaiting confirmation of the correct details once more- not yet received- but I feel that the repetition of your error, and the further time taken to obtain confirmation is unacceptable. That the mistake was made in the first place is worrying; to have it repeated after an afternoon in February getting it confirmed. is totally absurd, and not only worrying for an octogenarian, but if uncorrected could lead to considerable problem when booking in at the hotel.

At the very least i require a correct email confirmation by the 6th May, assuming your chat operative does not do this herself when she has investigated the position

I booked a hotel on 22nd March 2023 to stay one night at The Stamford Plaza Sydney Airport on 29th April to #0th April. i got there and when i went to check in they said it wasnt paid.i have the booking number and receipt here for $207.03 Iwould like a refund as my friend paid again for that night in this hotel.please get back to me asap with when i can get my refund

Thankyou Kelly Ashley

I booked 1 overnight stay for 2 persons at Hotel Les Suites, at Crecy-La-Chapelle, France in avadance for the date 26th April 2023 under the booking number [protected]. It was near Disneyland Paris.

I haven't still received e-mail of this hotel and I tried contact with hotels.com, but there was a malfunction in their website. Because I'm deaf, I can't telephone with them. And I tried also contact with this hotel, no answers. I was forced to go home after Disneyland.

Returned at my home, I have been token contact with this hotel at 29th April 2023. The reception desk answered that they already sent some e-mails with access codes by expedia.com, but it arrived with delay by malfunction of the website.

I want my money back for the overnight stay that has not taken.

Sincerely yours,