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CB Travel and Vacations Hotels.com
Hotels.com

Hotels.com review: False advertising ( 1 comment)

T
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6:56 pm EST
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We booked a room based on reviews and pictures. The hotel was NOT as stated. We were NEVER informed that the hotel was under renovation. The hotel was a total and complete DUMP! The room was NOT CLEAN and even had bug bait stations placed behind the toilet and in various places in the room. That says enough about the hotel. We DID NOT stay at this hotel but were required to forfeit a one night stay. I will NEVER use Hotels.com again and would advise no one else to use them!

Recommendation: DO NOT USE HOTELS.COM EVER!

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M
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Oct 04, 2025 4:28 am EDT

I have used hotels.com for several years to find better quality value when traveling. Am finding now that their reviews are not reliable anymore. Two trips this year proved this out: hotel experiences was significantly poorer than online reviews let on. Instead of a hotel rated at 6 or 7 out of 10 being acceptable, I'm thinking I'm going to have to look for ratings of 9 or 10 to find what I consider clean and comfortable for my wife and I. Am concluding that this is a structural issue within hotels.com review process based on the following observations. 1. As a reviewer myself, I do not have control over the final outcome on hotels.com: I rate by number of stars 1-5, but review shows outcome based on 1-10 (10 as the best). And no way to pre-view your review once composed before publishing. 2. Reading deeply in the reviews of a particular hotel poorer reviews are buried, higher reviews are placed on closer to the top. 3. When reading reviews they are not sorted chronologically. Why would they do this? To hide unfavorable reviews. 4. A rating of 6 (good) could mean someone had a completely bad deal-breaking experience in some aspect (like cleanliness/mold) judged by reading their comments, but ratings in other areas such as "friendliness of staff" or "surrounding neighborhood" brought the overall rating up. 5. There is motivation for hotels.com to skew to show more favorable reviews across the board: more sales = more profits. My conclusion: I was a faithful hotels.com user until now. I have been betrayed; now looking for alternatives.

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Overcharged for hotel room
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