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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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Hotels.com reviews & complaints 978

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B
7:06 am EDT

Hotels.com Emergency cancelation due sudden illness. Itinerary: [protected]

BOOKING ORDER: [protected]

The booking, dated Feb 26 - March 5th, 2023, was canceled due acute illness. I was flown home by SOS Int'l to Denmark on March 8th.

I checked with the hotel, and the Resident Manager Yunney, told me that had we booked with the hotel its self, directly, they would have returned our money. As the booking was made with Hotels.com, they could not. This is the perfect reason to NEVER use Hotels.com.

I canceled to enable the hotel to re-book the unit and the hotel acknowledged that they would rent out the room to 3rd parties - thus making money not only on my booking /through Hotels.com, but also on their own.

Upon returning home, I called Hotels.com and have spoken with various service agents of Hotels. com: Marlon s., Rhanz.H., and Nika. All reported that they were making service tickets regarding my request for a return of money and would send me confirmation of that 'service ticket'. None have done so. I have received nothing. Each reported that they needed to ask the hotel for the return of money - which the hotel has already told me they would do, but could not as that debit was booked with Hotels.com. I hope it is being reported to the hotel that this is an amount the Boracay Haven already acknowledged they would return, due the fact that it was acute illness.

I can evidence my illness with medical certification with St. Gabriel Medical Center on Boracay, and SOS Int'l who handled booking for home transport. Given that the Boracay Havens told me I would have received my money back had I booked directly, and NOT with Hotels.com, I hope Hotels.com will explain the above and secure repayment from the hotel - who has presumably made double income on the unit for the period of 26 Feb - March 5, that I booked.

Please confirm receipt of this claim, as I have received NOTHING from the 3 agents I spoke with, despite EACH claiming they would sent confirmation.

Desired outcome: Repayment of the booking with Boracay Haven: DKK 6.960,38

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1:21 am EDT
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Hotels.com Cancellation management

We used Hotels.com heavily - as Gold members - until they allowed a hotel to let us down badly.

The Meridian hotel - near the airport in Kathmandhu, Nepal - was uncontactable by phone (taken from the booking info) or email (taken from the hotel's website) or via the Hotels.com messaging service. Which was a problem when we were trying to arrange an airport pickup in a strange country!

After several unsuccessful contact attempts over the 24 hours before we arrived, I contacted Hotels.com chat and the support person also could not get through to Meridian by phone - this was at 8am the day we were due to arrive.

Since I didn't want to arrive in a strange country only to find the hotel had closed down, I asked the Hotels.com staffer to cancel the booking and I booked another hotel.

I only did this *after* the staffer led me to believe a refund decision would be internal, i.e. decided by a Hotels.com staffer after they tried once more to contact the hotel.

But subsequently, Hotels.com told me the Meridian to refuse to refund us - yes, by that point they found it still existed after all!

Hotels.com persisted with this customer-hostile attitude no matter how many times I pointed out how invidious this was - they took no responsibility for the hotel's failure and attitude, and none for misleading me about where the refund decision really lay as far as they were concerned. Nor would they escalate the issue no matter how often I requested that.

So, we'll never use Hotels.com for our travels again; they cannot be trusted.

Desired outcome: Provide a refund and an apology for how this matter was handled. The original staffer seemed to have it right - everything since has been a disaster.

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9:15 am EDT
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Hotels.com The free night after ten

I used Hotels.Com to take advantage of their free stay after ten. I collected the ten nights stay and I then went to a Hotel to make a reservation for one night. When It came to using the free night, it went really easy. About a week before I was going to stay at the LaQunita Inn Wyndan, Selma N.C., I had a medical issue that would require me to delay the stay by five days. I called the Hotel Direct to change the arrival date and I was told by the hotel manager that I had to do that directley with Hotels.Com. I called Hotels.Con, Chat, was the first way, left a message, and they called me back. The Hotel said that they only get paid when I show up and Hotels.Com had to say ok with the change. The person from Hotels.com said that he could not make the change and that the room is a NON REFUNDABLE room. What has that got to do with the FREE nigh? He said that if the Hotel won't make the change, he couldnt and that if I dont show up I loose the free night. I called the Hotel again and the Manager said again, she cant change the arrival date without a fee paid by Hotels.Com. It all comes down to,scaming me out of the FREE night. WOW.

Desired outcome: Give me back my earned free night.

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7:34 pm EDT

Hotels.com Phantom canceled reservation

I made a reservation for my stay in Milan, Italy about 8 months ago. All within my budget. 2 1/2 weeks before my flight I received this morning a "Change in plans" with my reservation. Did I cancel it? I replied NO. There is NO ONE to call so I used the chat box and nothing got resolved. I called the Hotel and the director said they get a sheet of paper from Expedia (Hotels.com parent owner) and saw my reservation and that it was canceled. The Hotel was to send me via email this report, but it has not arrived. Big surprise! I received my refund, but now I have to look for another hotel ASAP!

Needless to say this is the last I am going to use Hotels.com! Oh Hotels.com offered me $25.00 for my trouble. The reservation was over $1,500.00!

Be wary, be very wary!

Desired outcome: Refund the difference of my reservation and the cost of my new reservation with like style, etc hotel.

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K
8:18 am EDT
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Hotels.com Cancellation policy/management

Greetings Hotel.com Executives, Officers, Employees

Let’s begin with an extract from your Hotels.com website:

Free cancellation

Flexible bookings on most hotels*

________________________________________

• * Some hotels require you to cancel more than 24 hours before check-in. Details on site.

Yesterday I booked a hotel (Kenzi Europa) in Agadir, Morocco for a seven day stay [Itinerary number: [protected]]. However, after the booking was confirmed, I began the process of booking a flight. Unfortunately, there were no flights availed to me for travel on the days of my booking. I then found other dates that could accommodate my travel needs. Hence, I went to the Hotels.com site to change my reservation; only to discover from your online agent that I could not change or cancel the reservation I had made and that I would be fully charged for the entire seven days that I cannot stay at that hotel! I have been given 72 hour window of opportunity by your online agent to attempt to resolve this matter and change my dates at the hotel without any penalty. Regardless, I feel that I must express my summation in the following paragraph.

I have been a customer for many years with Hotels.com, and on almost all occasions I’ve diligently responded (always favorably) to the service surveys that are automatically generated sometime after I had completed my hotel stays. The reasons I have used and remained a customer has been associated with the ease and time-saving use of the online reservation process, the “rewards” program, and the “FACT” that “Free cancellation” was an established assurance offered by Hotels.com. Incidentally, if you check my record you will see that I have cancelled hotel stays in the past without any charges leveled…and there may be one or two where I had to pay for one night because I was cancelling/changing within 48 hours of my scheduled arrival. At any rate, the situation I encountered yesterday was a shock, a disappointment, and a covert scam which seems to be following in the footsteps of Bookings.com! I’m not too concerned about losing any money in this scam since my Visa card institution is customer oriented and does not want its customers/clients to have to pay for anything they do not receive. My only concern if this matter is not resolved to my satisfaction is that I will have to spend more time and effort making future hotel reservations directly with the hotels on lists generated by various chambers of commerce, tourist bureaus, city/county websites, and/or hotel corporate sites. What’s this corporate greed world coming to?

Regards,

Kenneth E. Green

Desired outcome: I'd appreciate both appropriate and ethically fair action, as well as a response regarding my issue.

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6:28 am EDT
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Hotels.com Hotels.Com France

I run a bed and breakfast in Aylesbury Bucks, U.K. I am receiving long term bookings from Hotels.Com France, made well in advance of required dates.They are always marked "hotel collect". I receive no further communications through the Expedia portal. The guest names and booking names are different and when it comes to the date they should arrive, they just don't turn up. These are always coming from Hotels.Com. France. This is highly suspicious and I would like to know what is going on? Helen Russo, Housefortyone.co.uk.

Desired outcome: Stop these bookings

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S
2:25 pm EDT

Hotels.com Zero support on website, chat or phone

I am missing several stay credits with hotels.com. I have tried to reach out to them via virtual chat with zero help as the booking is in the past (1 week). Same with the phone support as the automated agent can only support active bookings. In the help section, it refers to sending an email to them, but there is no email address indicated.

This is the worst form of customer support I have ever experienced.

Desired outcome: To get a support email for hotels.com, so I can actually contact them with my request.

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2:59 pm EDT

Hotels.com Customer service

Made reservations through Hotels.com for a 2 night stay at a hotel in Seattle WA. for January 18/19 2023. Due to sudden illness we were unable to stay both nights and checked out early on the 19th. Hotel said no problem and we would not be charged for the second night. Noticed on my credit card statement that Hotels.com charged for both nights. I contacted them to ask about a refund. The agent advised me that he had initiated a request with the hotel to get us our refund. He indicated that it would take 72 hours to complete. Never heard back from them. Called the hotel and was told that they have not received any request from Hotels.com. Contacted Hotels.com again and they said without an itinerary number they cant do anything. I am unable to find the itinerary number since I regularly delete my emails. The agent said she looked under my email address for notation supposedly made by the original agent and there is nothing there. Extremely frustrating. If this is their idea of customer service, they have a long way to go! Will never use hotels.com anain.

Desired outcome: Two outcomes: first, my refund, and second some explanation why they provide false information and don't follow up with what they say they are going to do.

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12:31 pm EDT

Hotels.com Confirmation information as to reservation

I have tried on several occasions to contact hotels.com Directly. However... Their automated system Does not allow for actual human contact. After going through several prompts, it conveniently disconnects you. Hell of a way to run a business. I understand the headquarters corporate offices is in Dallas, Texas. A State noted for several fraud/scams.
I was trying to get confirmation, on an upcoming trip and reservations made for Japan in April 2023.

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3:37 am EDT
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Hotels.com Hotel Refund

Hello - I had booked a hotel 9/21 in Munich Germany... The booking was for multiple nights at park ambassador hotel. Upon my arrival at the hotel my keys had been left on the counter with no employee around. I got up to my room and located the ceiling falling in, stains on the floor and bed, and mold in the bathroom. I contacted hotels.com within 10 minutes of my arrival, and they said they would cancel the booking (which wasn't done). I slept in a sleeping bag and left as soon as it was daylight. I booked a different hotel online with hotels.com. When I inquired about my refund I was told by hotels.com I would need to contact the hotel directly (which they refused to refund) and that they had no responsibility to cover my cost even though they managed the booking. I utilized the chat and phone call option multiple times to attempt to get refunded or credited only to be offered $100. This is not appropriate. I spent multiple hours trying to resolve this, and have hit a dead end.

Desired outcome: Credit or Refund

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8:41 am EST
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Hotels.com Hotel reservation

Made Hotel reservation via Hotels.com website (Expedia?). Started by entering date and place. Selected hotel from those offered. Completed booking and payment. Arrived at hotel. No booking. Hotel found booking had been made for a different date in two weeks time. At no point had I searched on or have any thoughts of travelling on those dates.

Hotel said I would have to pay them the current walk-in price If I wanted to stay. Hotels.com said the booking was not adjustable or refundable as per the Hotels policy. Hotel said not their problem as I had booked with and paid Hotels.com Hotels.com were keen to check if I had taken screen shots of the booking ie could I prove they had swapped the dates. Who screen shots every page they look at on a website?

Desired outcome: Remove or correct website to prevent future fraud.Refund my payment.

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3:42 pm EST
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Hotels.com Stamps disappearing

I had had eight stamps for a few months. I got an alert from AwardWallet that my stamps had dropped to six. I called Hotels.com customer service and they stated it must have never had been at eight. I took a screenshot of the AwardWallet alert.

Secondly, I had made a booking with them for three nights (Hotels.com itinerary # [protected]). I used a Hotels.com coupon that Hotels.com provided and suggested using. After the trip, I noticed that I never received my three stamps for the booking. I called Hotels.com customer service. They stated that because I used their coupon, I would not receive any stamps.

Desired outcome: Restore my missing stamps.

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12:11 am EST

Hotels.com Failure to adequately give important information

Upon checking in a hotel on Feb 3rd 2023 I'm told I am required to pay a 250 dollar deposit which I could not do so my 6yr old son and I are unable to contact any customer support thru hotels.com app or portals provided. The property would not help at all and refused to assist us contacting hotels dot com. I am a gold member 20 times over for years. I use this service several times every month for years and now I'm treated as if I am worth nothing and I'm highly upset. If hotels dot com doesn't contact me immediately, ill spend every waking moment making sure this is seen throughout the internet on every review I can find

Desired outcome: I deserve a apology and a full refund of the amount charged for hotel that refused to check me in

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6:31 pm EST

Hotels.com Very high hotel price - significantly lower when I spoke to the hotel

Name: Ivan Appelqvist
Hotel: Romoli Hotel, Rome
Email: [protected]@blueyonder.co.uk
Itinerary No: [protected]

I feel I have been overcharged greatly for my room at the Romoli Hotel. I added an extra night to a booking that was bought me as a present, those 3 nights (3-6/Feb/23) cost ~£310. I booked the night before 2/Feb/23 and was charged £266 as a Secret Price. There’s no way this can be a ‘Secret Price’ The price should have been ~£100. I am very angry about this. Looking through the pricing, even though it is dynamic, it never goes to this level for this hotel at this time of year. I feel a mistake has been made. I understand that I agreed to the cost at the time of booking but I’m not sure if I’d noticed it was so expensive at the time I clicked ’Pay’! Your telephone operator did try to get the hotel to cancel my night and rebook at the lower price but they refused to do so. Sadly, I am really disappointed with this situation. I have used Hotels.com on many occasions and have had no reason to complain but this situation has changed that.

Thank you in advance for taking a look at my complaint
Sincerely yours
Ivan Appelqvist

Desired outcome: Refund of difference in costs

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B
10:06 am EST

Hotels.com everything

Hotels.com

Hello, my name is Brian Stone, and I am contacting you today because I have an issue. I have a transaction on my company Amex card ending in 1005, that have come from Travel Reservation US, which is what it says when I book through Hotel.com. I have called and spoken to a few people, emailed with no response. Now I have been tring to find somewhere to send this because the [censored]ing site is a joke! At this point I need you to reverse the charge or provide a receipt.

The charge that we are looking for is a charge on 9/26/22 for $650.

Please let me know if you need any more info to help look for this charge.

Also, I have already contacted Amex and they are not able to cancel or dispute the charge. This is why I need either a receipt or the transaction returned to my account.

Thank you for your time helping me in this situation.

[protected]

[protected]@legends.net

Desired outcome: Refund my charges as soon as possible.

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10:47 am EST
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Hotels.com Unauthorized cancelation

I booked a hotel in October (6 months before a planned trip). I went in to check on my reservation and it was no longer there. My hotel reservation was canceled without my knowledge or permission. I was never noticed of the cancellation. The hotel is now sold out for the weekend of the trip and nearby hotel prices are insanely high. I attempted to contact customer service. He refused to help me. He kept asking me why i canceled the reservation to which i explained i didn’t cancel this reservation multiple times. I asked why i never even received a confirmation of cancel and he couldn’t answer that. Very frustrating and now my whole trip is essentially ruined (even though I’ve already spent money on the event tickets for that weekend- now with no place to stay)

Desired outcome: Hotel credit

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12:21 pm EST

Hotels.com Account deactivation or fraud

Hi I was gold member of hotels.com rewards account number [protected] and I did discover that some one cancel my account by end of 2022. this account was very active in booking in last of couple rewards that was collected. With cancelation of account my rewards are disappear and new account doesn't have it. After multitype contact with customer service they can find reason why my account was canceled? by who/ and why my rewards are disappear. They ask me to show a proof that I have rewards instead check instead do internal investigation for reason of this problem. I spend multi hr. to talk who doesn't solve a problem and only says sorry. The volume of my rewards was almost 2000 dollars

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igme416
Manila, PH
Feb 10, 2023 12:22 am EST
Verified customer This comment was posted by a verified customer. Learn more

I have similar case as yours. They sent me an email that I can no longer have future boookings with them and that I should not reach their customer service for this as they won't be able to assist me. Hotels.com thinks that the new credit card I used which earns airmiles is fraud. I already CLEARED with the credit card company - that all is CLEARED and it is a valid account. Worse, I have 6 FREE hotel credits in my account, which they wouldn't let me use.

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Author of the review
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Robert Sekowski
, US
Feb 10, 2023 1:33 am EST
Replying to comment of igme416

I have been complain over 6 times to them and I will not leave this as my lost . Let have contact in contact in future solution

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R
9:39 pm EST

Hotels.com Website: app issues

Today 1/18 I was booking online for Hotel.com to get a reservation in South Bend Indiana. And submitting the reservation it bounced out and said I had no connection.. I repeated that action three times only later to learn that I actually had all three reservations! Now I’m seeking to find a way to cancel two of them because obviously I don’t need three reservations for tonight! No easy way to get through to them tried the one 800 number and got disconnected…. I will have to take it up with Attorney General’s office. In less somewhere I get a response from you here! Account under [protected]@hotmail.com Gold mbr

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4:50 pm EST

Hotels.com Booked hotel and paid in full. Hotel cancelled my reservation and now price is double

I book a hotel on December 4 2022 for 5 nights in Wasaga beach. On January 15 2023. I received an email stating that my reservation has been cancelled. I contacted Hotels.com and explained the situation. They informed me that I had cancelled the reservation. I said that was in correct. I explained that the room was now now the price and this was very unprofessional to take my money then refund it to try and get down the rate per night. Hotels.com did not seem to have an issue with this deceptive practice. They even had the nerve to offer to re-book the hotel for me at the new rate that was $800 more than I had originally paid. Horrible customer service not interested in helping me and told me to seek legal consul if I wanted. I will never use their services again as there is no safe guards in place to prevent this sort of deceptive practice. I am now forced to pay more money for accommodations after having made the effort to book early to get a good price. What type of legitimate business allows its customers to be treated in this way without taking approximate action to fix the issue. At minimum they should ban the hotel from using there site. But the hotel are the ones whom pay Hotels.com a commission for using the site so I believe they have more loyalty to the hotels over the users who use their site to book reservations.

Desired outcome: To have my reservation honored at the price that I originally paid.

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8:53 pm EST

Hotels.com Customer Service

I would never use Hotels.com again, nor would I recommend them. They did not stand behind us when we booked through them over Christmas holiday 2022. We canceled our stay and were still charged. They blamed the hotel and took zero responsibility. Steer clear!

They even told me where to go to delete my account with them lol.

Very bad customer service!

Desired outcome: At least a partial refund

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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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