Menu
Hotels.com Customer Service Phone, Email, Contacts

Hotels.com
reviews & complaints

www.hotels.com
www.hotels.com

Learn how the rating is calculated

4.1 4134 Reviews

Hotels.com Complaints Summary

52 Resolved
898 Unresolved
Our verdict: If considering services from Hotels.com with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Hotels.com has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Hotels.com. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Hotels.com reviews & complaints 978

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

Newest Hotels.com reviews & complaints

ComplaintsBoard
B
5:30 am EDT

Hotels.com failure to honour commitment to give a refund

In August 2018 I reserved a room for 1 night for 28/3/18 at a luxury estancia near Buenos Aires (La Bamba de Areco), on the explicit understanding from the Hotels.com website that cancellation would be free of charge up to a couple of days before the reserved date. My plans changed in March, and I contacted Hotels.com on 18/3/19 about a cancellation. I was given an explicit assurance from their "chatbot" that I would receive a full refund of US 890, and, on that understanding, I proceeded to cancel.

When I had received no refund 6 weeks later, I contacted Hotels.com. In a series of e-mail exchanges, they kept denying that cancellation would be free of any charge up to a couple of days before the reserved date, claiming instead that there would be a full charge, subject to the hotel's discretion, within 30 days of the reserved date. And they keep ignoring the fact that I had been assured by their website that I would receive a full refund.

I am sick to death of their continued lying, and ignoring what THEY had told me.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
S
11:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com [protected] confirmation

We were booked to stay at the Roxbury Suites hotel on May 15, 2018. We arrived at the hotel around 9 pm but it was closed. The entire town was in a black out due to a tornado. We could not even see the hotel from the road. We were still billed for this and want to be reimbursed. The confirmation code with hotels.com is [protected]

Thank you
Shannon
[protected]

Read full review of Hotels.com
Hide full review
ComplaintsBoard
R
10:18 am EDT

Hotels.com hotel stay cancelled

On 23rd March 2019 I made a booking for a one night stay at a Quality Inn for 16th April 2019 through hotels.com. I cancelled it straight away (within minutes) and NEVER received a confirmation of this stay at the time that I usually receive. Before booking another hotel (through hotels.com) I went onto live chat and received confirmation that it had been cancelled. So i made another booking (at a Country Inn through hotels.com, reservation number [protected]) but was still charged $79 (on 17th April) for my 'cancelled' booking. I want the refund of $79 back. My email is [protected]@hotmail.com.

Read full review of Hotels.com
Update by Richard Harrison
May 16, 2019 10:20 am EDT

I have spent about an hour on another live chat with 'customer service' who said "the system wont allow me to make the refund". The steroetypical "the computer says no" response. Shame on you hotels.com

Hide full review
ComplaintsBoard
J
5:23 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel reservation

5/12/2019 2:08am
My phone # [protected]
Tried booking a room with price match policy on agoda.com, spoke with norel, jack, andrew in sales each time the line got disconnected before transaction was complete, none call me back to follow up in reservation completion. I called back telling their staff on prey experience jude was rude & said they can not price match hung up on me. I call back talked to dee & raffi, raffi put me on silence because she think my frustration bothered her, she won't talk to me or help me or transfer the call to another's to help. I start making the call at 11:47pm until 2am on 5/12/2019. Over 2 hours of madness, why hotels.com hire unprofessional & untrained people & drive business away? My excitement of booking a vacation became anger, totally ruins the intent of giving hotels.com business.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
C
3:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com welcome rewards

Hi, I am looking for any help with a resolution. My daughter is graduating high school and I have been saving up my rewards to cash in all at once. Not counting the pending nights, I have 87 welcome rewards.
In February, we were driving to California and I tried to log into my account and noticed I couldn't get in. Finally called hotels.com and they said my email had been changed. It was an email that was NOT mine, so they said, no worries your booking is fine, we will fix it. I did stay at the hotel without any issues. On my drive home, I called again and they said they would fix my email issue. I have called other times, but these are the ones I documented. 2/21, 2/25, 3/8 and finally on 3/14 I called and spoke to an agent casey that advised me to open a new account with a new email and then they would merge the two accounts. I did that while on the phone with her. She told me they would merge the accounts within 72 hours and I would have access to my rewards.
Called 3/25 spoke with Paul who transferred me to manager Basti. Said he sees the 3/14 documentation but it was never processed. assures me in 72 hours, it will be dealt with and complete.
3/25 call for 26 minutes, he called welcome rewards back office, says manually verifying each night and since there are 87 nights, it takes awhile, but rest assured, nights will not be lost.
Old account #[protected] [protected]@cox.net
new account #[protected] [protected]@gmail.com
4/4 spoke to Rose she said it all looks good, just taking awhile due to number of nights.
4/17 spoke to greg on gold team. Confirmed 87 nights to transfer, give it 72 hours
4/29 Angelo said its all documented and taken care of, give 72 hours
5/1 account was noted as complete but transfer issue
5/7 Floyd verified accounts, said merge was done, they should post in 48 hours
5/9/19 was on phone over 2 hours. Spoke to jenine said old account has been closed and no access to verify. 35 minute hold them transferred and dropped call, not return call as promised. Called again spoke to Nize, 27 minute hold transferred to Cathy (manager) 47 minute hold, transfer to Heart, she said its out of her control, send an email to consumer relations@hotels.com. I did that with no response.
Please help as this is horrible customer service for someone that has been loyal and either a silver or gold member for years. Please reach out and help me resolve this issue so I can book my long awaited family vacation.
[protected]@gmail.com or [protected]

Read full review of Hotels.com
Hide full review
ComplaintsBoard
S
2:08 am EDT

Hotels.com customer service

I spoke with a couple representatives tonight about a stay I previously had, staff was rude and had bugs in the room, would not reimburse me so I had an agent promise me 200usd credit towards my next booking, I been hung up on by supervisors and treat poorly! This is the worst i've ever in countered,
Would never book through hotels.com until my money is handled properly! Hotels.com needs to listen to phone calls and fire poor customer service agents

Read full review of Hotels.com and 1 comment
Hide full review
1 comment
Add a comment
C
C
Casie Messer
, US
May 10, 2019 3:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I agree, I am dealing with an issue myself. Did you get any response or resolution?

ComplaintsBoard
B
4:56 am EDT

Hotels.com dishonesty about being able to cancel free of any charges

I booked 1 room in a luxury estancia, La Bamba de Areco, in August 2018 for 28/3/19, via Hotels.com. I did so on the explicit understanding from their website that cancellation upon to a couple of days before the reserved date would involve no charges/costs. My plans changed in March, and on 18/3/19 I cancelled the reservation. Before confirming the cancellation, I was expressly assured by the Hotels.com "chatbot" that I would receive reimbursement of US dollars 890. I have received no refund, and Hotels.com are now saying that any reimbursement is up to the hotel in question - expressly ignoring the assurances I received in August 2018 and on 18/2/19.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
M
2:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com price match guarantee policy

I had booked with hotels.com for my trip to Las Vegas (4/26/2019~4/28/2019) although I saw lower rate on Agoda.com because Hotels.com offered price match "guarantee" policy. However, when I submit my request to their customer service, it's being denied/rejected with excuses like "oh... the rate that's showing on Agonda.com does not include fees and taxes. Also your captured screen shot does not include cancellation policy." Fist of all, Hotels.com charged separate amount for taxes and fees. Mine was 134.48 on top of 251.28 per night per room. In addition, on the page where you submit your price guarantee request does NOT require you to capture cancellation policy.
(My captured screen shot does show room type, number of guests, check in & out dates).

https://www.hotels.com/customer_care/pillar/price_guarantee.html

However, when I spoke with 3 different CS managers, the responses were "You did not follow our policy and other customers are doing it the right way" It seems they are just trying to come up with excuses not to deliver what's being advertised on their website.

My desirable resolution would be a refund on rate difference.
- Hotels.com: $251.28
- Agoda.com: $209.00
- 2 rooms for 2 night - I should get a refund of $169.12

This is beyond acceptable customer service on hotels.com, and I'm really disappointed by how their "managers" handled this situation.

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
L
5:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com refund not received / unethical behaviour

I had booked two different hotels for the same dates (from 11.03 to 13.03) using the Hotels.com platform .

I canceled one of the bookings shortly after, by realizing the mistake. Then I saw that the refund was only partial. It was refunded 26, 86€ out of 134, 29€.

I am a frequent customer of the hotel "Seibel" and usually book through Hotels.com. I suggested that either they should provide the full refund or use these nights as credit for another time, since I regularly stay at the same hotel.

The hotel "Seibel" had confirmed that they did not receive any money from Hotels.com. On the other side, Hotels.com says that they cannot provide the rest of the refund because they cannot reach "Seibel" hotel, although Seibel hotel already contacted and informed them!

It seems that Hotels.com is trying to avoid the refund and being unethical. It has been already almost 2 months that I am trying to get this amount back, without success.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
R
11:35 am EDT

Hotels.com rewards program

Not accommodating with rewards program. Unaware of the expiration date and due to health crisis my rewards expired. When I tried to redeem it was 2 months past expiration date and the supposedly had "nothing we can do about that". Poor service. There is something they can do...but they chose not to. I understand having policies surrounding rewards; however, there should be some consideration for the loyal customers...but no.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
N
3:56 pm EDT

Hotels.com cancelling partial reservations

On Feb. 15th, 2019 I booked 2 rooms. 2 Kings for 2 nights at the La Quinat in Tyler Texas. Email confirmation #[protected]. On April 10th, 2019 I revised the reservations. Changed one king to 2 queens (same date and same number of nights). Also got an email showing the same confirmation #, along with the changes I requested.
The day of arrival (Arpil 19th) I was informed that part of my reservation was cancelled. I now only had one room reserved through Hotels.com. My request of change was never made. My traveling was changed from 3 adults, to 3 adults and 2 children. Now I have no reservation for my children. I called Hotels.com, which was a complete night mare. At 1st I was informed that Hotels.com would find me another location for the other part of my family. I chose this location because I am not from the area and it was close to the venue of the wedding I was going to attend. To place part of my family in another location was a ludicrous idea. Quiet appalling if you ask me. We traveled in one vehicle, and to ask me to split us up is pure stupidity. I talked to the hotel manager and he showed me a room with a king and a pull out couch that could accommodate my children. While on the phone, I informed Hotels.com that they have something else to accommodate me. For the next hour, I was told over and over again that this location did not have 2 queens and they would find me another location. I told customer service over and over, that I was not going to another location, that I wanted to take what they had to offer. Poor, poor customer service. Four times I was put on hold for over an hour so that the hotel could be called to see what they could do for me. All along the manger at the hotel and I were telling the customer service the same thing. At this point, over an hour on the phone is unacceptable service to resolve this matter. I requested more than once that the room they cancelled and never rebooked be paid for by Hotels.com. I was only given the difference of $80. I couldn't even check in because of all the drama and back and forth, I was pressed for time and had to be at a rehearsal that had close to no cell reception. I could not check in until 8:30 pm when I got back to the area. Time was taken away from me. My children had to see how much stress I was under, they could not understand. And as a result, I wasn't even given inadequate compensation. This has been a terrible experience, and I travel a lot. I booked this 2 months out, and to only given $80 off a bill that was over $400 is not enough. Bottom line, someone did not do their job correctly. I feel as though I should not have to pay for the room that was cancelled and not rebooked on your end.
I am available for further questions.
Nataly Desouzaneto
[protected]@yahoo.com
[protected]

Read full review of Hotels.com
Update by ndesouza
May 12, 2019 1:02 pm EDT

Was given a "blanket" response at first. Requested it be re read, was told there is no resolution. Have made complaint with BBB, Consumer affairs, next step, small claims court.

Update by ndesouza
Apr 22, 2019 3:57 pm EDT

No resolution yet

Hide full review
ComplaintsBoard
J
5:50 pm EDT

Hotels.com failed to provide refund within provides timeline

We booked the wrong room. Had it canceled and was told the refund was processed within ten minutes. We were told by both the hotel and hotels.com it would be refunded within 7 buisness days. It's now been 8 we contacted hotels.com to find out that they never processed it and said we weren't eligible for a refund. They cleared that up and told us we would have to wait another 7 possibly 14 buisness days. We asked them to expedite the process because they never intended on refunding us which is shady and we asked to speak to our persons superior. She refused to give us anything except the general customer relations email and wouldn't let us speak to upper management. Her name Maria Carmela, after asking again to talk to her superiors ended our chat abruptly. Don't trust hotels.com or their customer service.

Read full review of Hotels.com
Hide full review
ComplaintsBoard
C
6:29 am EDT

Hotels.com hotels.com

I made a booking using your web page for 6 nights at the Berkshire hotel in London. my confirmation no is [protected] for R38 799.39. You can imagine my dismay when i went onto the hotel sight to find I could have booked directly through the hotel for R32 000 and have a better room and that it included breakfast. I have emailed before and asked for a response. Please reply Carren Emary

Read full review of Hotels.com
Hide full review
ComplaintsBoard
R
7:20 am EDT

Hotels.com refusal of refund

2 days ago, I called the toll free number for hotels.com to speak with a customer service agent "Jessica" after leaving a hotel I reserved for 5 nights in the Los Angels, CA area. I checked out due to the on-site hotel having construction and due to the noise I couldn't sleep. I went on 2 nights with only 8 hours of sleep. Horrible experience and reserved another hotel for 2 more days. Once I arrived to that new hotel, I found out they too had onsite construction and called to cancel my reservation and requested a refund. The agent then refused to book me on another hotel then once I spoke to her manager they confirmed they will refund me the money with no additional charges. I said, "good bye" and hung up the phone, 2 days later I haven't received any email confirmation and call just now to find out why and confirm that the refund was still active, I ended up talking to the same horrible agent (now with a crummy attitude) and she said they we're un able to complete the refund due to me hanging up. I explained to her in the English language once a customer calls for a complaint and they confirm the problem is done and the customer says "goodbye", it means the call is done. She then continued to insist I hung up with no notice and explained again, "I said Goodbye" which meant we were done with the call. Its been two days now, with 6 confirmations saying they will refund my money which I just now received a email conformation that they are processing my refund. This call center has people that are hard to understand, Can't make out what they area saying due to a broken language and they come with horrible attitudes like teenage kids who chuckle at you, interrupt and say, "yeah, go ahead and make the complaint, do what you want". Horrible service, do not call these guys if youre upset because you will get nowhere with them, even after they confirm a refund on the phone over 5 times and you hang up saying goodbye. The staff there should not have a job in customer service

Read full review of Hotels.com and 1 comment
Hide full review
1 comment
Add a comment
K
K
Kd Battu
, GB
Jul 08, 2019 11:25 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

horrible experience in Italy. we were travelling as a family of 4 and booked a b&b in Palermo for 20th june. when arrived to this place called YUDINA B&B in Palermo, the owner looked at the confirmation and refused to give us room as we only paid £24 as shown on hotels.com website. He demanded extra £50 . contacted customer service numerous times and spoke to most unprofessional people. Its very hard to understand them as they are speaking in broken English and very rude on the phone. there was no help/advice from hotels.com at that point. After wasting 2 hours, I ended up paying extra £50 to this B&B to save time and frustration with the family. I was using hotels.com from last 2 years, but now after this experience decided to use booking.com instead.

ComplaintsBoard
J
12:06 am EDT

Hotels.com hotels.com

I scheduled an overnight stay in oxford ohio at hampton suites. I got there at 11 pm and was told there was no room reserved, yet hotels.com still had us as not having canceled. We had to waste an hour trying to find an alternative hotel. We are now staying in a disgusting hotel that cost even more than the hampton suites. All we were offered was a $75 voucher. I am most unhappy and plan to leave scathing reviews everywhere. There are cum stains on the couch in this room. Totally disgusting!

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
A
8:05 am EDT

Hotels.com Double booking/ refusal to refund

Hello
I was messaging one of your agents last night but have lost record of case number and name of agent.

I am very unhappy with the service I received at this hotel.

I booked a room at Campanile Laon on your app, but somehow booked it twice. The hotel is refusing to refund. Your agent told me he would help with this, but today the hotel tells me they cannot refund

Please help
Andy

Read full review of Hotels.com and 1 comment
Hide full review
1 comment
Add a comment
W
W
WARNING00
Melbourne, AU
Mar 03, 2022 12:10 am EST
Verified customer This comment was posted by a verified customer. Learn more

I opened the headers and bodies of each email of communication.

After reading through the headers especially, they displayed information which made me realise I was scammed. That same night I received an email from them. The contents of email is below with my reply…

I refuse to answer any of your calls, I am forwarding all the information Re emails bodies and headers to be investigated.

You have not attempted to call me prior to you cancelling my booking as stated in your email, the booking was cancelled at your end, I have all the documentation.

Warmest Regards,

Tracey H

Sent with ProtonMail Secure Email

On Thu, Mar 3, 2022 at 12:29 am, International Processing wrote:

Dear Paul

Thank you for contacting (Transaction Processing/Revenue Protection). We are currently investigating your inquiry. Please provide us with a telephone number and a recommended time to contact you.

Sincerely,

Hotels.com Transaction Processing

• The next morning ALL of the money was returned into the bank.

• USE AN EMAIL PROVIDER WHO PROVIDES THE HEADER AND BODIE FOR YOUR EMAILS.

ComplaintsBoard
S
5:57 am EDT

Hotels.com city premier apartments, sheikh zayed road dubai, 0000 united arab emirates

Dear Sir / Madam

I am currently staying at the City Premier Hotel and Apartments located at Business Bay in Dubai having booked a two week stay through your website.

I have to say that I am totally disappointed with our choice of accommodation which was based on information supplied on your website, which I am sure that you validated before publishing and i would like to request a total refund of my monies.

I have used your website previously but to say that this hotel has been totally misrepresented is an understatement and I find it difficult to believe that in this day and age it is still allowed to happen by a reputable company such as yours. The standard of the room hygiene and fixtures are absolutely shocking and the facilities namely the pool area should be condemned as a health and safety risk...

I am not a novice when it comes to the travel industry, as I am about to take up a position as Sales and Marketing Director for Dubai's premier destination company, and I can assure you that I have never felt the need or had any cause to complain before, but on this occasion I have no choice.

I would appreciate a very speedy response to my request as we do not want to spend another night in this establishment as it is spoiling what is supposed to be a great experience.

I have enclosed some pictures which I have taken today and I would like someone to compare them to the pictures on your website, also if you could point out where on your website that it states that the pool is located next door via stairs and a lift on the top of a multistory car park... I would appreciate it.

I have not slept since we got here, I have complained to management three times, and then the girl that called us yesterday to see if everythng was ok and I told them it was not. Nothing is done as they have your money, but have not spent it on the hotel.

I expect more from Hotels.com to resolve this. Give me my monies back so that I can move to somewhere hygienic! My partner has been a prisoner in this place since we got here and is unable to relax and chill at a pool that you go through up and over a car park to in your swimming wear, one that should be condemned!

This accommodation has been totally misrepresented by yourselves and you need to take responsibility for it, as a basic duty of care and an immedate response is requested.

Yours sincerely

Suzanne Kirk
Tel: +[protected]
[protected]@destin8consultants.com

Read full review of Hotels.com
Hide full review
ComplaintsBoard
A
8:02 pm EDT

Hotels.com complaint process

I arrived to my hotel in Thailand around 5pm and then had to change rooms three times in four hours. The first because the lock on the door wasnt working, the second because the bed had a large (what looked like urine) stain in the bed, and now I'm in another sub standard room but I just need some rest so I'm putting up with the leaky shower. I contacted Hotels.com via Facebook and chatted with an employee there, I explained the situation and even provided photos of the stain, leaks, broken shower etc thay said they would call the hotel and come back to me. They did. Though their response was "We called the hotel but sadly, we were not able to get their approval to refund/compensate you about this. We would appreciate your understanding. As our valued customer, we'd like to offer you a 25.00 AUD coupon which you can use towards your next prepaid booking with us. Please let us know if you would like us to process this." WTF? So a falling apart hotel needs to sign off on any refund? and, now I'm out in a really awkward situation as my complaints have been passed to the hotel thanks to hotels.com - they made things worse not better. I now have to stay here another two nights, change rooms again (this third room that I slept in has two beds in it and is booked out in a few hours by a family), and risk getting no/average/malicious service(?). I just want to leave and stay somewhere else but I can't without a proper refund. Oh, and I'm a girl travelling alone. Thanks for stuffing up my holiday hotels.com :(

Read full review of Hotels.com
View 0 more photos
Hide full review
ComplaintsBoard
M
7:38 am EDT

Hotels.com hotel booking

To whom it may concern

I am formally lodging a complaint about the handling of my online booking. I have now made 3 phone calls to you to try and cancel a reservation.

After explaining the situation and asking for my booking to be cancelled I was told that the Ibis Budget Hotel would not allow this booking to be cancelled without penalty rates. I only booked the hotel 2 hours before!

I rang the Ibis budget Hotel to enquire as to why my booking could not be cancelled given the circumstances and short space of time between booking. The hotel did not receive a call from Hotels.com staff at all- and she was happy to cancel my booking.

On calling back to you, I was put on hold after speaking to someone in payments and never put through to billings but was left in the line for 15 minutes until I hung up.

This is a total breach of confidentiality and client service. I expect a response to this situation and an explanation as to the reasons why I was lied to and then left waiting on the phone.

Your attention to this situation should be urgent and immediate. I await your response please.

Regards,
Maureen Fraser
[protected]

Sent from my iPhone

Read full review of Hotels.com
Hide full review
ComplaintsBoard
J
7:45 pm EDT

Hotels.com wrong ticketing information

I booked a package deal for me and my girlfriend. The system you have or your employees pushed our names together so they do not match what is in our id. We missed our flight, we missed a day of work and have to buy new tickets due to tsa not letting us board. You should compensate for this loss. It is unnacepptble. This whole fiasco by one of your employees or system you have in place caused this. If I dont hear from someone or something to resolve this issue I will be filing a complaint with every imaginable agency that I can find. The part of this expeirnce that has both of us the most upset is missing out on work as we have major responsibilites that we have to be on time for. This could have devasting consequences for us in our work not being back when we were scheduled too. This comnpany needs to to make this right as I have used you for years and am a member

Read full review of Hotels.com
Hide full review

Hotels.com Customer Reviews Overview

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

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

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

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

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

Hotels.com In-depth Review

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

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

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

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

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

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

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

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

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

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

How to file a complaint about Hotels.com?

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

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

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

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

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

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

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

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

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

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

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

Contact Hotels.com customer service

Phone numbers

800 246 8357 800 807 6641 More phone numbers

Website

www.hotels.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

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

Dedicated to Authenticity

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

Encouraging Detailed Feedback

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

Balanced and Constructive Conversations

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

Free and Fair Platform

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

Is ComplaintsBoard.com associated with Hotels.com?

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

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

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