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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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J
2:45 am EDT

Hotels.com discriminatory behavior by front desk staff

I recently had an upsetting experience with the front desk staff at the Embassy Suites by Hilton in San Luis Obispo, CA. They had screwed up my reservation and during the conversation to rectify the problem, the staff member bad mouthed the fact that I had booked my room through Expedia and said I should book directly with them next time (not that there will be a next time after the way they treated my family). He basically used this as a reason that they couldn't fix their own mistake!

Obviously, I have no idea what the relationship between Hotels.com/Expedia and Hilton Hotels involves but I would want to know if a company I had an affiliate relationship with was mis-treating my customers. Also, after reading the reviews (after the fact), I noticed that another customer had the same problem this month (and they have a child with a disability, as if their life wasn't tough enough already!) - here is what they wrote:
"once the front desk saw that I had booked with Expedia their whole demeanor changed. No pleasantries, or welcome, just an "oh you booked in Expedia, " and poor customer service from there."

I won't go into the details of the whole incident unless you would like them, but I hope you get it fixed because they are making your customers feel very unwelcome! I apologize that I did not get the name of the person involved, but there were 3 people working the front desk on Thursday, July 25th at 6:30pm. The most junior of them was a lovely young woman named Claire, she was trying to help me but got overruled by the other 2 who used the fact that I booked with Hotels.com as a reason not to upgrade me to a room which I had offered to pay the difference for (they said I could make a new reservation though, so obviously the room I requested was available).

Thanks, in advance, for reading this.

Kind regards,

Jennie

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T
12:56 am EDT

Hotels.com service... booking... customer service

I have used your web site several times to book rooms with gift cards. I have been calling everyday for a week trying to talk to someone that can help me . Each time I call I am transferred to a department that can't help me ..don't know what to do ... Transfers me to the same department I just spoke to... Or I get hung up on. I have had a gift card I used twice and had a remaining balance of 18$$ I have somehow misplaced it. I don't have the number wrote down however I do have my emails from y'all with part of it as well as the confirmation number surly there is a way for me to use the remaining balance of this gift card through y'all since I book through you. There has to be some record of my account history. Furthermore.. I would like to stress to you how aggravating it has been just getting someone on the phone to listen. One time the man on the line said he would look up my account and hadn't even asked me my name or info. Thank you for your time..any help in this matter will be greatly appreciated.

Sincerely.
Lyndon Wesley Mchargue

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G
3:03 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel reservation

reservation details:
for 4 people
2 rooms
19/7/2019
at Lenny hotel, Geita, Tanzania
confirmation no: 160670366972
on Noah Gal Gendler (1st room)
and Ido Ben Eliyahu (2nd room)
reservation was not respected !
when we arrived to the hotel we were told that they do not work with you at all(hotels.com), there is no reservation for us and no payment has been received.
after lengthy arguments we were sent to a very poor substitute that did not serve us well, especially from security point of view
please check and inform us asap
respectfully,
Noah Gal

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R
2:10 pm EDT

Hotels.com room, and I had a complaint with you guys before that never got fix.

Okay the first time booking with you guys ? It took you guys about 3 hours to fix a mistake y'all made we didn't check in until about 12am and how to check out at 12pm Which was very disappointing we were out all night and I have recent live chats about this compliment nobody never gave me a call back a half off or anything for this we barley got sleep ! Never knew you guys were so unprofessional we didn't even get our collect night second time it was okay with Checking in but the beds were itchy kids were screaming from the indoor pool at 9 or 10pm at night which was highly annoying .

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C
3:40 pm EDT

Hotels.com I have the travel insurance but hotels.com won’t process a refund for the resort!

We scheduled a trip with two other couples. We canceled on June 15th. Both of those couples have been refunded by using the insurance we all purchased, but we have not. Every time I call I am told a supervisor will call me back, but they do not. They say they can't access my information because it says error. I need my refund as it has now been over a month. You refunded the flight change fees, and the transportation to airport and resort but won't call me back about the resort. I have filed a claim myself with the insurance carrier and will report you to the Better Business Bureau. This is unacceptable as I wait on hold each time I call for 50 minutes to an hour and get no results.

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L
10:20 am EDT

Hotels.com service and refusal of refund

I booked a hotel stay through hotels.com and despite 2 weeks of phoning up requesting a refund due to poor customer service and disgusting hotel room I am still waiting.on numerous phone calls I was told I would get a refund then told I wouldn't be! I am not happy I will be fighting this to the end along with reporting hotels.com if this isn't sorted as you have supplied false information an taken my money for a dirty hotel I am shocked by the service I have received

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S
5:34 pm EDT

Hotels.com room and property

My husband and I went to St. Louis on July 12 & 13 to have a great time and see family. That was quickly not happening when we got there to check in the lady at the desk asked if we had a reservation, I gave my name. She looked us up and said we have a problem you're on the 2nd floor no elevator. I said I called and talked with someone in this office and I told that I am handicap no stairs she said there was an elevator she would make sure I had a first-floor room they can put us in. Desk clerk said it not on here. I looked at my husband said now what, the desk clerk said let me see if I can change something for you. So, I sat down waiting then she found a room 112. We went to the room and first thing that happened TV would not come on right my husband went to the desk and the clerk came and showed him to push input. Every time we turned it on, we had to push input that we didn't like but my husband said we can live with that we won't be here that long. Then he tried to turn on the light they would not come on. Then he finally got 2 light on but the two by the bed would not come on. Then one went so only one light. Up to the desk again and she said there was a switch use it. Still only 2 lights but we had to meet up with family, so we left. The desk clerk told my husband that if I did not want to walk the long way take the side stairs not far. So, we went to the side door and I started up the stairs which was hurting the whole time the stairs had leftover glue they were putting new tile on the floor. That made it harder to get up because you stick to the step. Then when we got back late and went into the bathroom tub had dirty footprint on the floor there was not enough towels only one bath towel, a couple of hand towels and one washcloth. Now it time to go to bed looked at the pillows they were lumpy and only 3 on a king size bed. In the morning we went to the breakfast there was orange juice, coffee and waffles no more, so we had to go out for breakfast. Your picture on your site is not right it is old and need of repair. I did not have a good time and I feel that some compensation should be made but I will not stay in that hotel. I hope to hear from someone about our stay.

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M
2:58 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com no refrigerator as it states that you can request one (lied)

[protected]
City center inn & suites
240 7th ave San Francisco
Room 130

I want to say I called and asked to get a refrigerator put in the room they told me they do not have any and don't offer that which In their description it says you can get one now, no refrigerator I don't know why they won't give us one which I find so wrong to have it in the key facts and tell me no I will never stay here again I booked it because you could get a refrigerator put in s room . This is misleading and dishonest of them

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B
12:05 pm EDT

Hotels.com hotel booking

I am having an impossible time trying to change my reservation from a 5-night stay to a 4-night stay with Hotels.com

I have never run into an unhelpful situation like this before. I made a hotel booking with Free Cancellation. On the confirmation screen, I was told that I could "change" my booking within the Free Cancellation period (up to 20 July). However, this was totally misleading.
After MANY calls ( speaking to 3 different people, including a Jacklyn M in Central America) it appears that what is meant by "change" is, that they will cancel the existing reservation and then re-book with new rates. This is not clearly stated in any wording or booking confirmation information.

Unfortunately- the hotel is fully booked. SO despite the fact that I want to REDUCE the number of nights for my stay- I was told that this process is impossible.
The hotel says that they cannot change the reservation because the booking is through Hotels.com- but all they need is an email amending the dates.

I am so frustrated at this point and wondering why Hotels.com refuses to sort this out. I am sure it is a scam to get extra money from people. Specifically- if someone books months ahead the price will be cheaper than if they need to rebook (i.e., a 'free' change on hotels.com) at current prices closer to the date of stay.

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G
12:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com awful service to myself and family

I wanted the price that was on my reservation and he told me he could not do it so she was going to charge me $76 and I read was 5999 and he said after the full price went through he would refund my card I told him I'm not going to do that and he told me that customer service will call me within two hours cuz they're going to investigate my card I said there's nothing wrong with my card why are you going to investigate it and I need to check in there going to kick me out he said sorry I'll call you in 2 hours I'm tired of customer service doing this to me I've been credited two times this week because of their negligence and I'm tired of a customer service.

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M
11:08 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel booking

I was asked to leave my hotel in Lisbon at 11.30pm and made homeless after travelling from the UK. The hotel made a business decision to re-sell my room although i had a confirmation. I spoke for hours with the live chat operator on hotels.com and was told it was a decision made by the hotel and their was nothing they could do. Hotels.com don't care if you arrive at your hotel and they throw you on the street at near midnight.

if you have a confirmation- you are not obligated to do anything other than arrive

my original complain to hotels.com:

we booked a room called Suite at House São Bento Guesthouse - Lisbon. I was contacted by the hotel asking what time we will arrive to which i responded saying approx 8pm. I received no reply and assumed all would be OK. We arrived at the hotel and nobody was there to let us in? we were able to access the building as we had friends also staying. inside the hotel there is approx 10-15 rooms and all were closed except a room with Suite next to the door, other people told us that when people arrive after 6pm they leave the door open for people arriving with the keys next to their room so we assumed it was our room. We rang the phone numbers at reception and left whatsapp messages to no response. after showering etc, just as we were leaving at 10pm to meet friends waiting for us in barrio alto.. another couple arrived at the hotel and they were confused as there was no room for them as they were expecting. we could have easily left them in the lurch and gone out but we stayed and eventually got hold of Pedro from the hotel who's number we had been calling earlier. Pedro stated he would be their in 15 minutes and did not arrive for 30 then said he was still 15 minutes away. after almost an hour of waiting at 11pm Pedro arrived confused. He made a number of calls to colleagues to tell me that the number provided by Hotels.com had been rang that day and they had spoken to someone who denied having a booking. Pedro claimed that House Sao Bento then relisted our room and accepted another booking. I then showed Pedro my hotels.com account which had my correct number on it. This is disgraceful.
I do not care if you are given the wrong phone number.. I had a hotel confirmation that i was relying on after 7 hours of travelling including delayed flights. We relied on this room, we had no contact from House Sao Bento to say that had tried to call me, yet they were happy to email me before asking about arrival times. This was now 11.30pm on a Saturday night, we were tired and told we were homeless and had to pack our things and leave the hotel.
Given the circumstances we were very unhappy and expressed a huge amount of anger towards House Sao bento. There response was to send us to another hotel. I explicitly asked a number of times how much the other hotel would cost and where was it? Pedro reassured me that it was in the same neighbourhood ‘just around the corner' and includes breakfast, after many times of asking Pedro stated our stay would only cost 20 euros more. We then got a taxi to the new hotel which was not that close meaning we were much further out of town and could not walk into the centre. Our fee for House Sao Bento was 75 euros per night so we were expecting the new hotel to be a little more. Upon arrival we were told no booking was made and the cost would be 150 euros per night without breakfast. Given it was two minutes to midnight we had no choice and coughed up the money.

It occurred on: 29/06/2019

This meant that angry, let down, lied to, ignored, ushered out of the hotel, treated like excess baggage

i want to know what Hotels.com think should happen. I am disgusted by the idea that a hotel can make a phone call, speak to someone who denies a booking and then re-book the room with no further contact. then lie to us about another hotel price.

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P
11:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com hotel reservation

I made a reservation through hotels.com. The hotel with the reservation said there is not room and refused to honor the hotels.com reservation. I spoke to hotels.com rep for 2 hours. He didn't resolve the issue, I am standing on the street without a room and they are still charging me the money.

I cannot understand, I am suffering. They are not giving me a room and still taking money from me.

Here is the reservation number - [protected]

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J
2:50 pm EDT

Hotels.com your public commercials that are airing on us television

Why would you produce a commercial depicting a male and female couple in a bathroom together with the female in the bathtub and the male sitting on a toilet a few inches from the tub with his pants and underware around his ankles? Not a good look for your company. Really a disgusting embarrassment. Wouldn't you think? Not going to use your company ever

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M
7:41 am EDT

Hotels.com fraudulent price change on hotel booking and very rude staff at hotels.com

I booked a one night stay at the Old Palace Lodge Hotel, Dunstable, Bedfordshire LU5 4RT, through Hotels.com on the 11 June 2019 at one price, £108.01, pre-paid but fully refundable under the terms of the booking prior to the stay, and also subject to the company's own price guarantee. While I did use the booking, at check-out the hotel in question gave me an invoice for just £96.26, adding that was the price I should have been charged. When I raised the discrepancy with Hotels.com directly today (8 July @11:50am BST), I was dealt with by an extremely rude Agent and Manager (known as Nadia A), who refused to provide a refund to my credit card for the difference. The call was timed @11:50 (call made to telephone number [protected]) and Nadia was not only very unhelpful, but also very patronising and refused to provide any information on the complaints, disputes or escalation procedures that Hotels.com operates. She offered no credible explanation for the discrepancy, and while she did offer to provide a 'credit' to my Hotels.com profile, as it is very unlikely that I would ever use their service again, this was a hollow gesture, so request again a refund of the difference (£15.75) direct to my original credit card used for the booking and an apology for the extremely poor customer service provided by the Agent and Nadia A to resolve this matter.

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C
8:28 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com 5% discount using iphone voided reward nights

Hotels.com offered to download iphone/ipad app, and at the check out they offered 5% discount, which was $9.00 and this would void the collect night. This is a scam. Who would take $9.00 and lose a reward night being collected? I reached out to customer service, they agreed this is not worth it, but this is a policy, and they cannot do anything. I requested my message to be sent to management, the CS said they do not have access to management. I paid $500 for 2 nights, and the discount was $10 using ipad apps, and I did not get my reward night being collected. As management of hotels.com, would you take $9.00 discount and lose a collect night? Ask yourself. This is not a honest business practice. This is a scam.

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P
10:57 am EDT

Hotels.com no refund money!

I booked adaçayı hotel in bozcaada turkey for 4 nights in july. After 2 weeks ı had to change my plans and cancelled it. It has now been over a month! Almost 40 days now! I still have no refund! Many times ı called, e mailed ! Sent my bank account details for the past month! Still nothing!

Never ever again with you! Never wth hotels.com again!

[protected] is my reservation number!

I'm writing everywhere! This company has been using my money! I cannot pay my bills because of you! Shame shame shame on you!

Never ever again!

İpek Saltoğlu
İstanbul
Turkey

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S
1:47 pm EDT

Hotels.com rewards

I had a reservation that I completed a month ago. Yesterday on the 4th of July this reservation was canceled, points were removed and I was sent an email. I have a reservation today and I only discovered the deleted past reservations by char king on today's. I called customer service and after customer service called the hotel from the post reservation and confirming the amount did they replace the deleted points. I find it disturbing that it took me calling to get this done when all they had to do was call the hotel and confirm my stay before deleting my points. It seems as if this company is determined to NOT honor their responsibilities with no remorse. Once I get enough nights to get a free one, I will no longer use this service. My trust has been shaken.

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L
11:11 am EDT

Hotels.com refund code that didn't work and no reply until it was out of date

I received a refund of £40 and £36 seperately from Hotels.com which was in line with the hotels refund of 50% in Berlin.
I tried using the codes and would not work, I complained through their complaints channel many many times over the 12 months, I tried again and I received a reply! However it was to tell me I was out of the 12 months!
I complained to resolver and all Hotels.com does is reply to stall the resolution and is an insult to receive a reply stating either they are looking into it (and then don't) or a list of phone numbers that I already called and didnt get through! I am so upset and disgusted and would like them to redeem itself, all this was for £76 in total. and compensation for all the upset and time trying to resolve this!

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T
10:09 pm EDT

Hotels.com booking inconsistency

Clearly requested a dog accommodated room on 7/2 via telephone for 7/4 thru 7/7 stay. Was given the associated fees to be charged upon arrival at hotel. Received email confirmation with no indication of our dog staying with us. Called both Hotels.com and the hotel itself, only to be told all pet accommodated rooms were all BOOKED! Spent the entire day today prior to our arrival tomorrow calling both parties for a resolution. Was told to "board my dog elsewhere or leave her home". Called Hotels.com and was given the run around, transferred from one person to another, and then BACK to the Hotel! When I finally reached the hotel manager, after he told me in the morning he'd help me, 6 hours later I CALLED HIM. He told me he "found" me a pet room. When I asked for an email confirmation with this information, he told me he wouldn't do that, and "I should trust him"! So I should have packed up my family and driven 3 hours "trusting" that a room would be available to us? Needless to say we had to cancel our plans, and they had the nerve to charge me a one night cancellation fee of $257.99! Called Hotels.com AGAIN for a resolution and refund, ONLY TO BE PUT ON A20 MINUTE HOLD, AND THEN TRANSFERRED BACK TO THE HOTEL. HOTELS.COM error all along. And try getting the same person or even a NAME to call back to refer to. Ruined my weekend plans. I have already lodged a complaint with the BBB, against BOTH Hotels.com and the hotel itself. Total ripoff

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H
10:42 pm EDT

Hotels.com hotel reservation

This has been the worst experience of my life with a hotel reservation, ever. I booked a room at the queen elizabeth hotel for Friday 28th June, a surprise for my husband's birthday. When we arrived at check in at 1930 I was told ‘there is no booking in your name and we don't have a room for you'

I showed them my confirmation email, reservation number [protected] with payment made in full for $115 to hotels.com. Nothing could convince them I should have a room and I was told to call hotels.com.

I was at reception for almost an hour trying to speak to hotels.com and the hotel to fix this, I was distraught, crying, extremely upset to the point my husband went to sit somewhere else as he couldn't calm me down.

In the end the hotel gave us s room by 2030 but our night was ruined and we didn't do anything for his birthday.

I've never used hotels.com I always use booking.com I don't know how on earth this could have happened but I want a full explanation. I will be writing public reviews of this awful and unprofessional company.

My name: hannah Haikal
Email: h.[protected]@hotmail.co.uk
Number: +[protected]

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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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