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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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11:56 pm EDT
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Hotels.com Scams, cheaters

Ladies and Gentlemen
Please, Think twice before you do booking with hotelclub.com
scams, cheaters, no clear agreements ...
they charge your credit directly, they charge you for cancellation  booking with one nigh even if you cancel it before 2 days or so...
I respect the business with ( booking.com) ...they are loyal to their customers.p
so delete  this name from your memory ...xxx( hotelclub.com )xxx...
if you care about your money and health...

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11:19 am EDT
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Hotels.com hotel booking

I booked a hotel in Paris a couple of months in advance with Hotels.com. They confirmed the booking at the time and then emailed to confirm again a few days before the departure date. The email said you do not need to contact anyone, your booking is confirmed. When we arrived at our hotel in Paris they did not have a booking for us and had no rooms available. When we showed them our confirmation from Hotels.com they said they cancelled that at the time of booking due to a problem with the credit card details. The hotel had informed Hotels.com of this at the time.

When I contacted Hotels.com they were completely useless, just telling me all the things I already knew. Namely that they still had it down as a confirmed booking, but the hotel had cancelled it. No offer of any form of compensation for the fact that we lost a day of our short break due to having to find a different hotel. The one thing you want to be sure of when using an agency is that the hotel are expecting you and have a room ready. I would probably have contacted the hotel direct before I went if it hadn't been for the second email from hotels.com telling me I didn't need to. I would never use hotels.com again because you just can't be sure that they are communicating with the hotels they are booking for. Not worth the risk of messing up your break - steer well clear.

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12:23 am EDT
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Hotels.com bogus charges

In June my husband was going to a function in MD. He would be drinking and wanted me to drive him so we booked a room in Fredrick so I would not have miles and hours to drive back and forth. I wanted to stay at the Hilton Garden Inn or another similar level hotel. I thought i had called the hotel directly to ask about government rates. When I spoke to the reservation person he asked me how much I wanted to pay and what kind of room I wanted. He said well I can get you that rate at the Sleep Inn and it gets the highest customer rating. I was taken back considering that I thought I was talking to the Hilton. I said what are there no rooms at the Hilton and he said no that he could get me a room at a top rated Sleep Inn. I used to be a road warrior and I would not normally have EVER stayed at a Sleep Inn. I said I want to stay at the Hilton and he kept insisting that the Sleep Inn had higher customer ratings. When we went to book the room then and only then did I find out I was actually talking to Hotels.com. I said I thought I was talking to the Hilton. He said well they are booked and I can get you a better rate here.

I was not thrilled at staying at the Sleep Inn - it was at least clean and quiet but certainly not to my level of standards - by a very long shot. But as we were only there one night and I would be driving back and forth I took the room.

We just got our charge card bill and there was an odd charge on the bill from Hotels.com. We were being charged a Canadian exchange rate for the date in question. Hmm - Frederick, MD is not in Canada as far as I know. It turns out that the reservation agent for Hotels.com was based in Canada and NOT ONCE did he say one word about being in Canada - just as he was not clear about not working for Hilton. They charged us a $2.78 charge. Granted it was not big but think if they do this all the time - it adds up. They are running a scam charging extra and not letting people know.

This is not the first time we have been overcharged via Hotels.com. We were charged once for a trip to NYC 8 months after our trip and AFTER we had paid for the trip many months earlier. I don't trust them and for those of you who use them - watch your bill - don't be surprised if they charge you bogus amounts.

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10:47 am EDT
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Hotels.com confirmed booking

I have done a booking at the Quinze Guesthouse in Nelspruit on the 22nd of June 2011 for the 1st of July until the 3rd of July 2011 through hotels.com. A confirmation e-mail was send to me stating that my booking was confirmed and I don't have to worry about anything. On the 28th of June another e-mail was send to me just to inform me that everything was still ok and I don't have to phone for confimation. Arriving there at 5:30 on the evening of the 1st of July there was no booking for me, the owner did not even know about me. She confirmed that she got a room available for that dates for me but the price is now more than double than the price I got from hotels.com. I did not accept this as I feel my quote was for R920 for the weekend and not R1870 like she wanted. I had to drive around the whole of Nelspruit looking for accomodation for the weekend, lucky I did find a place to stay for the weekend. This is unacceptable and needs to be sorted out, this is a big company and doing that is not right.

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8:00 pm EDT
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Hotels.com customer service

I had one of the worst Customer Service dealing with a Hotels.com employee today. Hotels.com should seriously consider putting their employees through KINDNESS training. My hotel was over booked and I was given the wrong number to call, so I called them to try and straighten it out. I was disconnected twice and finally the lady who took my call was extremely rude and I could barely understand her! She acted as if it was my fault that my hotel was overbooked. When they left me a voicemail with the wrong number they also stated that they would find me another hotel with NO extra cost to me, that DIDN'T happen. They told me since I used a coupon I could only get a refund or I would have to pay the difference. All because of a coupon you aren't going to carry your end of the deal? That makes no sense. They also charged me $138.90 but only refunded me $138.57. I told this to the lady and she acted like it was my problem not hers. I don't care if it's only a .33 cent difference, that's my money! I always booked my hotels through them but that WILL NOT be happening again. Thank you Priceline for better service and prices!

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Tony English
Rochdale, GB
Jun 02, 2009 8:50 am EDT
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I booked a 4 night stay at a hotel in France. on my arrival at 11pm I found that the place was loacked up with no 24hour reception. Their automated checkin box outside the hotel would not give me access. i called the hotel security and was basically told to find another hotel. not easy to do on foot, in an unfamiliar town, carrying luggage at 11pm on a public holiday in France. I called hotels.com and was passed to a number of people in India. The next hour was spent listening to their on hold 'music' at a mobile rate of 34p a minute. The reason for the delay was they souldn't pass my call to their own relocations department. Eventually I got to speak with the reloacations person and had to end the call early as my battery was about to expire. While on the phone I walked about 2 miles back to a hotel I had seen on my way to my first, lugging my suitcase and heavy rucksack/laptop bag. Only after I had checked in here did their relocations guy call me to offer me an alternative hotel - on the other side of town. It was now 12:15am

Their customer services are appalling. They are all based in India but do the old trick of using English names. They offered to refund me for the night where I couldn't stay in the hotel. They offered me 30 gbp as way of compensation for the stress and inconvenience caused. I rejected this offfer and he called back with a new one. They would refund me 100gbp including the cost of the first night - so 69gbp and now 31gbp. I have told them the minimum I want is a refund of the first night (69) and refund of the night in the other hotel (45) a refund to cover the costs of my phone and payment for my inconvenience which I will take say 40 for.

The danger I see with this is that they are taking bookings without knowing anything about the hotel at the other end. What would have happened if the weather was bad, or I had my kids with me? Would it have been ok had I been a single woman to be left stranded in an unfamiliar town at midnight?

Personally I feel that their actions have been shocking and their attitude is not what I would have expected. They are part of Expedia - I think I'll be giving both a very wide berth.

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mrs white
cantonment, US
Jul 31, 2011 12:23 am EDT
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i too had the same problem with hotels . com I arrived at the hotel that was completely booked when i showed up and they didnt even have a reservation for me i called and cancelled and they still charged my credit card I have now for the past three days been on the phone for a refund to only get hung up on and them tell me that my name does not match the reservation are the name on my credit card what the hell i think i know my name the problem is the foreigner that took my info didnt process it properly so how is that my fault i told my cc company i did not stay there and i am not paying they removed it off my cc for now and are investigating hotels . com for fraud

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8:07 pm EDT

Hotels.com Canceled my reservation and didn't bother to offer us any alternative

On 24 April 2011 my wife and I reserved a room in hotel Cantagrel in Paris for 20-26 June using the site www.venere.com and received a confirmation from Venere.com. Then on 15 June I sent an email to the hotel to verify our reservation is OK. The same day I got a response from the hotel that everything is OK.

Can you imagine my surprise when on 17 June in the evening received an email from Venere.com that my reservation is canceled? I called Venere.com’s customer service and they told me that my reservation was canceled and they don’t know by whom. They didn't bother to offer us any alternative. Actually they ignore my emails.

It was a high season and I was incapable of ordering another room. As result we cancelled our vacation and lost the cost of our plane tickets and tickets to the Paris Air Show at La Bourget.

I hope that my example will help others to be more cautious making their hotels reservations with Venere.com.

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11:54 am EDT
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Hotels.com venere.com canceled my reservation

On 24 April 2011 my wife and I reserved a room in hotel Cantagrel in Paris for 20-26 June using the site www.venere.com and received a confirmation from Venere.com. Then on 15 June I sent an email to the hotel to verify our reservation is OK. The same day I got a response from the hotel that everything is OK.
Can you imagine my surprise when on 17 June in the evening received an email from Venere.com that my reservation is canceled? I called Venere.com’s customer service and they told me that my reservation was canceled and they don’t know by whom. They didn't bother to offer us any alternative. Actually they ignore my emails.
It was a high season and I was incapable of ordering another room. As result we cancelled our vacation and lost the cost of our plane tickets and tickets to the Paris Air Show at La Bourget.
I hope that my example will help others to be more cautious making their hotels reservations with Venere.com.

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1:30 am EDT
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Hotels.com hotels.com and clarion hotel

Booked 2 managers into Clarion Hotel through Hotels.com. Their flight was delayed and they didn't arrive at the hotel until 2:00 am anxious for 4 hours of sleep prior to a scheduled meeting. There was no one at the front desk and no one in any of the common areas. They searched and called out. When no one was found, they had to leave to find another hotel. After contacting Hotels.com which was a combination of 3 hours of phone calls listening to horrible music and messages, I was told I could have a voucher for my next booking at hotels.com. LIKE I WOULD USE THEM AGAIN! I then called the Clarion Hotel and was told by the manager, Michelle, that her employees have worked there for 7 years and that the only time they leave the desk is to go to the bathroom. Will not use hotels.com or Clarion hotels again. I will attempt to contact Choice Hotels which owns Clarion only to advise them of the incompetancy of this particular hotel. I don't expect much to come of the complaint, but feel they need to know that if an employee needs to go to bathroom, then thiefs will have open reign on their hotels.

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1:01 pm EDT
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Hotels.com unauthorized transaction

In March I gave my debit card number to Hotels.com to make a reservation for a spring break trip for my kids & youth pastors fm our church. In the course of a conversation that lasted approximately 30 minutes I ended up telling the Hotels.com rep to cancel the transaction as they did not have sufficient rooms to accommodate the three families traveling together as their website had indicated. At the beginning of the conversation they had three rooms available, I gave my information, I was put on an extended hold only to have a rep inform me when she returned that only 1 room was available with absolutely no other explanation. I told the rep that was unacceptable, cancelled the entire transaction and hung up. Hotels.com forwarded this illegitimate transaction to the hotel anyway and I was charged for a no show. There is no confirmation on my part that this "reservation" was ever authorized.

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Update by sunshinek67
Jun 25, 2011 2:16 am EDT

Wells Fargo told me today that since I gave out my debit card number that is considered an authorized transaction, regardless of product/service delivered. Wells Fargo has their own set of problems I know. Have been banking with them since 1999 and this is how they treat their longtime customers.

Update by sunshinek67
Jun 25, 2011 1:58 am EDT

Already called them, they won't take responsibility. Wonder if I should file a case in small claims court? Forget about it & write off the loss?

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mrs white
cantonment, US
Jul 31, 2011 12:28 am EDT
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yeah i am going through the same issue with hotels.com but they dont tell me anything they place me on hold and then hang up on me i called my cc company and they have removed the charge and they are investigating hotels.com for this never use these people

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MFavor
houwing, US
Jun 24, 2011 10:11 pm EDT
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Brenda: is correct. But I say never uses Hotels.com I have been screwed before and their customer service is terrible.

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12:10 pm EDT
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Hotels.com Hotel booking

We had made a booking in a hotel Villa Campana in Siofok, Hungary through venere.com and recd confirmation. But when we reached the hotel therewas no such booking. The owner said that there was no room available and she had communicated us this through venere but I did not recieve any such mail. To add to this venere is not replying to my emails and is not even apologising for this mistake. It was a really bad experience and I am never going to deal with venere.com again

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4:26 pm EDT
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Hotels.com 'we want free& stay two separate times earn one night free

I had stayed at the Quality Inn on Bay St on two separate times, gave the receptionist my choice club card at the time of arrival and made the assumption that I would qualify for the free night. When I checked out on the second stay I asked the receptionist to clarify the signage at the front desk. There was a huge sign saying "We want Free" stay two separate time and earn one free night. I asked her to ensure that my card was swiped as I wanted to use it the next time I came to the Sault. As she looked over my account she noticed that the clerk had added my choice club card in the correct area so it did not show up adding any points she added that the new clerks do not know how to add the old cards to our new system. She recommended that I call choice club to get an updated card. As I am not in your business I am not sure what that means . I got the card in 1996 I have not moved since that time my card number is 221050. She told me that who ever took the information from my card had done it incorrectly but she would fix it. I told her that I have stayed with an affiliate hotels for the last 9 months at least once a month does that mean that none of those stays have been recognized? She could not answer that question for me. She did rectify the issue at their hotel where I stay the two separate times to quality. I certainly hope that you will provide me with at least the one free night. I will call to fix the problem with the out dated card.

Thank you for your time.

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Update by Ingrid Doyon
Jun 22, 2011 5:08 pm EDT

I called head office after I posted my complaint. They rectified my issue and gave me the promotion. There was a merger in 2005 and I had an old card which there system do not recognize my old card and therefore created this problem . My new card be arriving shortly. Connie was very helpful and pleasant to work with. For some reason they had the wrong mailing address for my new card. I will be able to use my free stay on my next visit.

Thanks Ingrid Doyon

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piercamillo
, IT
Nov 17, 2010 9:36 am EST

HOTELS RESERVATIONS

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piercamillo
, IT
Nov 17, 2010 9:37 am EST

CAN WE DO ANITHING TOGETHER TO HAVE THE MONEY BACK--LEGAL CLASS ACTION...BANK...POLICE...OTHER
AGAINST DAMNED HOTELVISION?

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9:08 pm EDT

Hotels.com Avoid this website at all costs

In March 2011 I made and paid (using my credit card) for a hotel reservation for my daughter and her husband through this site. Upon presentation of the printed voucher to the hotel, my daughter was informed that there was no reservation. In fact, the hotel had never heard of HotelClub. Fortunately, there was a room available, and the hotel agreed to wait until my daughter's checkout three days later, before demanding payment. The reservation never arrived, so my daughter had to pay for the room with her own credit card. My card was charged $211, and I am in the process of disputing the charge. Thus far, HotelClub has only submitted to my credit card company a copy of the reservation Confirmation/Receipt which of course is no help at all. Do not utilize this site!

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4:52 pm EDT
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Hotels.com billing

I called the toll free number and booked a hotel room with taxes for $115 for 1 night. I did not receive an email confirming the reservation. Upon arriving at the hotel the front desk staff were unable to tell me the price reserved for my room as it is not displayed on their system. When I left the hotel, I did not get a receipt as they stated the number where I booked the reservation will provided me with an email receipt. I checked my credit card to find out I paid $142.37 for the room! I called hotels.ca to dispute the charges and urge the representative to pull up the call recording to verify the conversation that took place. Suprise suprise, hotels.ca does not keep call recordings. I am disputing the charge via my credit card company and I will NEVER book with hotels.ca in the future.

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mrs white
cantonment, US
Jul 31, 2011 12:30 am EDT
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oh they give you an invalid confirmation at least that is what they did to me

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2:50 pm EDT
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Hotels.com double charged for room - got to pay higher charge

My family and I booked a FOUR-PERSON hotel room at the Hilton Hotel in Times Square, NYC for April 21-23. I made this reservation on March 22 with Hotels.com (AKA Expedia) for $899. Hotels.com twice confirmed my reservations, as recently as two days before I arrived at the Hilton.
Upon arrival, we were told that the hotel did not have our reservation. In fact, they showed me an email saying that the reservation had been canceled on March 31.
The manager there was able to find us a room to accommodate us with a THREE-PERSON hotel room for $1, 060. He was very accommodating as was the Hilton in general.
Upon calling Hotels.com, I was informed via email that 'the hotel should never have charged your credit card' for the higher amount and should have accepted the $899.
After Hotels.com credited my credit card with the $899, I called them to ask why they had not refunded the higher amount that I paid Hilton, thereby leaving me with the price I had agreed to. I guess they were admitting that it was Hotels.com FAULT and they would only refund the amount I paid THEM.
I was very happy with Hilton, as I mentioned, but felt that Hotels.com should have eaten the difference, since I booked with them in good faith - BUT NEVER AGAIN! I don't do business with companies that don't stand behind the customer!
Bob Hanlon
[protected]@yahoo.com

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11:56 pm EDT
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Hotels.com terrible service and incompetent staff!!

Booked a room through Hotels.com, received a confirmation/email, arrived to hotel and hotel had no record of reservations, referred to call customer service at hotels.com, was put on hold for an excess of 20 mins each time, then disconnected, after 5 reps, finally got a rep who told me there was a problem with my payment even though they debited total amount from my accnt the same day I booked, missed an engagement I was in Vegas for and matter wasn't resolved until the next day. I have never had an experience this horrible dealing with travel sites. Will never use these folks again! Sent an email detailing my experience and still no reponse from company.

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fcmonkey
Kapolei, US
Oct 06, 2011 9:16 am EDT

Before booking with hotels.com call and ask to speak to a supervisor. You will be given the run-around and then disconnected. Everytime. I simply needed a detailed reciept to claim my travel/lodging at work. The hotel I stayed at couldn't give me a reciept because it was booked through a third party. Please call [protected] first, see how they treat customers and then make your decision.

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10:40 am EDT

Hotels.com Double-booking scam

Made a reservation through hotels.com (aka Expedia). They double-booked the room which I discovered only after I arrived. I've spent the last month, probably 4 hours on the phone, trying to get them to credit my account for their mistake. I've contacted the hotel manager. They've contacted the hotel manager who's said that the reservation was an error, and hotels.com said they have a record of this. The last excuse they gave me was that they could only credit me when I was on the line and they had the manager on the line, too. AVOID hotels.com and Expedia!

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AnnKih
Sacramento, US
Oct 25, 2011 5:02 pm EDT

On June 8, 2011 we made a reservation through Hotels.com for check in on September 10, 2011 (3 months away). The Cancellation policy states: "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." we understood this to mean that cancellations prior to September 9 would give us our full refund (standard refund policy for hotel reservations), and starting September 9, 2011 (12am) the one day charge would be in effect. We ended up cancelling our reservation prior to September 9, and we were billed $194 (one night fee). We spoke to Hotels.com customer service and we were told that this was the actual Hotel Policy. We then called the hotel, and learned this was untrue. It is Hotels.com that charges the one night fee for cancellation of reservations. We disputed this charge with our Credit Card company (American Express). They were informed by Hotels.com that when customers make reservations and authorize the charge to their credit cards, they are agreeing to the terms and conditions.

We agreed to the terms and conditions stated "Cancellations or changes made before 4:00PM on September 9, 2011 are subject to a hotel fee equal to the first night's rate plus taxes and fees." It is Hotels.com that is implementing the Policy language in an abusive manner.

I conducted a general search of online complaints against Hotels.com, and there are many other individuals who have experienced the same charges. Many customers made reservations, cancelled within minutes, and were charged!

If my charge, as one individual was $194. Then I can only imagine the total amount of revenue Hotels.com is collecting by wrongly implementing their policy language.

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11:40 pm EDT
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Hotels.com bait and switch pricing

Sorry I didn't read the complaints before I booked a room in South Carolina. The reservationist spoke 'conversational" english at best. She constantly said "yes", even when she didn't understand. She clearly spoke the price of $54 then $51 then $71 for the same room during our booking. At the end, the room she told me I was booking at a 25% discounted rate of $54, turned out being billed to me at $78. When I called customer service, I got the run around. I was ultimately told that reservations is located in the middle of South America, and Raul was the only manager I could talk to. He told me, after 200 "I sorry that Happened", that I should expect a $30 voucher, ( to be used on my next booking with them) in about 6 weeks. I would never give them my card number again!

Can anyone tell me what government consumer protection agencies we should be addressing our complaints to? Thanks

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5:35 am EDT
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Hotels.com Did not honour confirmed booking

On the 1st of February we confirmed a booking with Hotels.com for accommodation in April. On the 11 April 2011 Hotels.com called to say they could not honour our booking. During this first call they made no attempt to rectify the situation. We asked them to sort it out, and they did not call us back. We have spent over 2 hours on the phone trying to have the problem resolved. So far all they have offered us is $70 US voucher. This is pointless as we need accommodation for the nights we had it booked. Their service is incredibly poor, most times the person you talk to says they cannot open your booking and transfers you. I have even been hung up on. I have registered two complaints with the BBB (Better Business Bureau) one regarding misrepresentation of service and another regarding poor customer service. I strongly advise anyone considering booking through Hotels.com not to do it. Even if you have to pay more elsewhere, it is worth it as this company does not deliver as promised, and has the worst customer service I have ever experienced.

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Hotels.com - Refuse to honor confirmation of booking

I recently made two bookings for Hotel Seven Days in Prague through Venere.com. I used two different credit cards for each booking and received confirmation for both bookings. Then the next day, I received an email from the hotel, saying that my reservation is denied due to a 'technical error.' I wrote a complaint letter to Venere.com, asking them for an...

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Hotels.com harrassment

I paid for 2 rooms in Tahoe in July, 2010. Hotels.com did not represent the hotel correctly on their website at the time and I ended up paying more than anticipated. I disputed the charge with my credit card. They investigated but found in favor of Hotels.com so they posted the charge to my statement in September, 2010. I paid it in full that month. However, in February, 2011, I received a collection notice from a collection agency saying I owed that money to Hotels.com. I attempted to explain that i had paid it and they sent HOtels.com the information, however they still harrassed me. After talking to someone at Hotels.com who said they had no information regarding my booking, I called the collection agency again who gave me a fax number to send my credit card statement to. After that I haven't heard from anyone as of yet. Horrible experience with Hotels.com. Would definitely recommend to stay away from this company.

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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.