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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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M
7:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com Refunding for a reservation that was prepaid

My family booked a hotel reservation through hotels.com and when we got to the hotel is was absolutely VILE. The police were there investigating a drug complaint, the pool and breakfast that was advertised on hotels.com web site were closed until further notice. We tried to cancel right then, but were told we wouldn't receive a refund if we did. So we checked in and went to our rooms. Once in the rooms we noticed that the bathrooms had long black hairs and urine all over them. The beds had blood stains on the sheets, the microwave and mini refrigerator had food that had splashed and spilled all over them. There was even a sock that was left behind on a shelf from a previous guest. When we brought all of this to the attention of the desk clerk she handed me a bottle of bleach spray and said it's hard to find good help. Needless to say we checked out and had to book another hotel last minute. Hotels, com told me they had to ask the hotel we reserved for the refund. Then hotels.com tells us that the hotel is not willing to give my money back. It's not as if we didn't show up for the reservation, I was truly afraid that we may contract some type of illness with the uncleanliness! I have been on the phone with there customer service 7 times and 5 of those times I was hung up on! The last time I asked to be transferred to a supervisor and the representative asked me why, and what was I going to tell his supervisor? The representative argued with me for 5 minutes before he would transfer me to a supervisor. Once on the line with the supervisor I was told that they cant issue me a refund because the hotel already has the money. I asked to speak to Jacob C.'s supervisor and was told that he doesn't have a supervisor or no one above him I could talk to. So I asked if there was a number that I could call and speak with someone else about the matter and Jacob C. told me I can write there corporate office a letter. Hotels.com should be ashamed of themselves. There customer service is the worst I have ever experienced. I just wanted my money for the first hotel back or another reservation at a different hotel. Instead I lost $400 and had to pay outta pocket once again for a different hotel.. Reservations Date: 07/14/2020-07/17/2020. Reservation Number: [protected] 1

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8:44 pm EDT

Hotels.com Will not make a refund for cancellation of holiday bookings by themselves!!!

Hi guys,
We along with two close friends booked into the "prama sanur hotel" in bali for two weeks in may 2020.

Covid 19 struck, we are not allowed to travel outside of australia and not allowed to enter bali. (government legislation)
The hotel made us aware that due to the virus our bookings had been cancelled.
On checking the hotel we found the hotel had in fact been closed down.
It was confirmed by the hotel that they had not been paid by hotels.com.
Our travelling companions received a refund six weeks ago!

Despite numerous emails our requests for a refund (a$3400) are ignored.
Phone calls to their office are not answered or just left to ring out.

Early on we had a garbled transmission that we may get what they called a coupon (credit note?) in 20?
My wife and I are both 78 and will probably be pushing up daisies before this happens.

My immediate thoughts are is hotels.com in fact going bankrupt?

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4:15 pm EDT

Hotels.com Refusal for refund or voucher even though the hotel was closed

I had a two night stay booked at the Barnsley Hotel in Georgia which was non refundable but due to Covid19 the hotel closed and there was no wedding to attend. I have talked to Hotels.com in the Philippines over and over again starting April 2, 2020 and have been assured I will get a voucher to the same hotel within 30 days, 2 weeks, 1 week, 1 day and that was five days ago. When I called them again they said they are working from home and have delays in reimbursement. I think this is a scam. I called the hotel and they washed their hands of it as it was not booked through them and felt that the money was in Hotels.com hands. Do not use Hotels.com or go to this hotel.

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1:52 pm EDT

Hotels.com Refusal to refund

I had booked 2 rooms for May 15-116 ( total $324.50) Due to COVID 19 we were unable to go, I cancelled well in advance. When I called they REFUSED refund saying they never refund any circumstance. The hotel called me on May 16 asking when we were arriving ( we actually would have been checked out at that point. When I called them they said they could not do anything because we went through Hotels, com

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5:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hotels.com Due to covid 19 we cannot take our trip

We booked the hotel below, and due to covid 19 we are not allowed to go, the hotel is closed and we cannot go into wales from England, we booked for 13th June 2020 for 2 nights for 4 people.
I asked for replacement date for next year, and it took too long to come back with an answer, so we have made alternative arrangements for a holiday for the dates in 2021, I have asked for a refund of £295.98 this is the total cost of 2 rooms. because we cannot go next year, I received an email from the hotel.com to say we could cancel, I have also had a long conversation on line which I have the full statements made, I was online for 1 .5 hour before I got an answer, we paid cash and we have been offered a voucher which is no good to us, can I get the money back somehow.?

from hotel.com
Hi Graham,

Thanks for your continued patience.

We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

on line talk
Hotels .com
Couldn't connect. We'll keep retrying, or you can try now.
28 MAY 2020, 8:26 PM
Hi, I'm your Virtual Agent 👋 How can I help?

I can quickly check on your refund status, cancel your trip, and more. What would you like to do?

Get refund status

Refunds are taking longer than normal. We apologize for any wait and appreciate your patience! Keep going for details.

First, what's your email address for this booking?

sandra.[censored][protected]@yahoo.com

Now, please tell me your confirmation number.

[protected]

I didn't find any refunds. You may be getting a coupon, supplier credit, or reward points back instead.

What would you like to do next?

Contact an agent

Your estimated wait time is about 17 minutes. Would you like to continue?

Continue

Help is on the way! An agent will say hello in about 17 minutes.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

hi

Yolvir

Hi, how may I help you today?

Hi I require a full refund please.

hi I have received this email, which says I can have a refund: We received an email from Mercure Cardiff North Hotel and they've approved free cancellation. Should you wish to proceed with the cancellation, you call us at [protected] / +[protected] or chat us through https://contact.hotels.com/en-gb/#/chat/initialize?product=Hotels%20%26%20Vacation%20Rentals&category=Billing%20%26%20refunds#chat/initialize for real time assistance. As we're unable to make changes via email due to system limitations.

Hope to hear from you soon.

Regards,
Dax D.
Customer Support Specialist
Hotels.com

Yolvir

For Security, may I have the phone or email associated with the reservation?

sandra.[censored][protected]@yahoo.com

Yolvir

This is for the Mercure Cardiff North Hotel, right?

yes

Yolvir

Thanks, give me a few minutes to check the reservation.

hi

Yolvir

Hi thanks for waiting, I just want to clarify are we cancelling the reservation or changing the dates to 15 June 2021 - 17 June 2021?

Hi we cannot go next year so we need to cancel

Yolvir

Thanks for confirming, I need to check a few details since the original request here was to change the dates, hold on.

Hi the hotel is not open, so we can't go anyway this year, also we cannot enter wales from England, and we cannot go next year now because of the length of time since I opened my case ref:[protected], I would like a full refund, please.
Yolvir
I understand, please give us a few more minutes.
12m ago
Hi i have been on this now a long time, please can you tell me what is happening

Yolvir

I'm sorry, I'm still consulting the team, apologies for the inconvenience.

this is so exasperating how long will this take?

Hi can you please answer me
12m ago
Hi I am going to make a formal complaint and take this further, I have been on now for over 1 hour
Yolvir
I'm very sorry for the for the long wait, I've checked with higher dept. and they've confirmed that this reservation will only get a voucher and you need to go to the website self service option to cancel and get your voucher.

Here's the link for you to cancel: https://www.expedia.com/service/

I am not accepting a voucher, this was paid cash and we will never use you anymore due to the issue with this refund, I will be taking this further to trading standards, I paid cash and through no fault of our own we are not allowed to go, this is terrible, can you confirm that you will not refund the cash please?

Also complaints board

Yolvir

Under the circumstances, we are unable to process the cancellation for you and process a refund.
Yolvir

I do apologize for the inconvenience it has caused you

Thanks for the confirmation I will take this further

Just now. Deliver

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5:50 pm EDT
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Hotels.com non issue of a refund

We booked a number of Hotels for our tour of Italy in May 2020 with Hotels.com
One of them was a non refundable booking, paid in Dec. 2019.

Once the covid19 escalated, I tried multiple times to contact the Hotel directly, via phone and email, but they were un-contactable, no one appeared to be present and they appear to be closed.

I tried multiple times to contact Hotels.com, but their system automatically hung up if you were not within 7 days of your trip.

I then received an offer for a voucher offer with an alternative of a cancellation with no refund. I pressed the accept, without fully comprehending the ramifications. On receiving the confirmation, it was obvious that I had 12 months to use the voucher and ONLY at the same Hotel.

If the Hotel is closed, they are not able to supply the booked services, so they should be refunding. Also, they are presuming, demanding, that my wife and I now make a future trip, within 12 months, to Italy, to use the voucher. We have NO DESIRE to travel to Italy within the next 12 or even 24 months. My wife has a lung condition, we are both in our 70's, and we are just not traveling to Europe.

Hotels.com, where I am a Gold member, will not discuss this matter, has put me on automatic bounce back on their email address and no supervisor will call me, even though they have promised.

Great way to run a business.

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3:12 pm EDT

Hotels.com Dealing with Hotels.com

Had non refundable hoted reservations in Italy May 22, 2020. Reservations cancelled by Hotel; refund authorized by Italian Hotel in email through Hotels.com site. On my Hotels.com reservation receipt was stated " If you change or cancelthis reservation, you won't be refunded any of the payment." The Italian hotel is closed, and as I cannot stay there the Italian Hotel did the right thing and authorized a refund. But also stated they did not have my funds, and that I would have to contact Hotels.com for the authorized refund.
Initially Hotels.com said no refund, same response from the supervisor. Given an email"customer [protected]@hotels.com" which I attached the emails from the Italian hotel made on the Hotels.com site. Email came back it would not be responded to, and referred me to Hotels.com site. Called the corporate office in Dallas, Tx. Get a recording with options but no response from line.

So I am appalled at the barriers that Hotels.com has put up in supplying service and documents to support your claim.

Furthermore it is just wrong that the person paying does not receive a refund, or that the Hotel does not receive any funds.

It is just wrong that the bookinf agent, Hotels.com keeps the funds. Greed and thievery!

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5:29 pm EDT
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Hotels.com refusal to refund!

Booked with hotels.com for the Easyhotel Amsterdam for 11-14 April 2020 stay prior to covid19 pandemic. Borders and services all closed down, so attempted to contact hotels.com well in advance for a refund as per their updated terms and conditions but they are still refusing to refund despite taking over €450 upfront and providing no services whatsoever to us! We are now forced to issue legal proceedings against them.

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12:01 pm EDT

Hotels.com Hotel reservations

I reserved a hotel room at Super 8 hotel in Midwest City OK for March 6th
when I arrived with my confirmation in hand there was no rooms available so I was forced to find a different room but I was still charged the full price of the room and they are refusing to refund me the charge even though I didn't stay there at no fault of mine. After many (6) calls to Hotels.com and 4 more to the hotel itself they have refused to resolve the issue and charging me for a room that was not available nor did I stay in. This is theft at best

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4:54 am EDT

Hotels.com Rejection of refund

Itinerary Number [protected]

Complaint Purpose: Credit or Reimburse

Reason: We didn't cancel the trip, Flights and country borders were closed.
Hotel was separately informed (because hotels.com continuous lack of response) and agreed with the cancelation or postpone dates.
Hotels.com took very long to respond and only agreed to escalate complaint after 2hours conversation! Ms. Ali C said she is the escalation manager and agreed to raise a complaint;
Still not response from their side.

Our stay was from 14-20th March and Hotels.com shows as of today 5th April that non-refundable reservations from 20th march will be allowed to be reimbursed. NOT FAIR.

Thanks
Csaba Henter

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9:12 pm EDT

Hotels.com Refund

I was driving to our destination and my daughter made the reservation for the wrong place. Cancelled incorrect reservations within an hour. Per Hotels.com email, refunds would be given. Followed Hotels.com protocol in waiting 7 business days for refund to be allowed. Upon calling the 2nd time I was advised that the Manager of the Hilton Garden Inn refused to give us a refund. Despite the error being fixed ASAP. Hotels.Com sent me an email stating they would reinburse for this but, was advised that this information was untrue. Never stayed at this place, have been a frequent Hotels.com member. NEVER had this issue before.

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9:11 am EDT

Hotels.com Cannot reach

I have been trying for three days to get in touch with Hotels.com customer service. I finally found a phone number, was kept waiting for an agent for 1/2 hour and then when connected, she disconnected me.

Confirmation #[protected] - we were supposed to be in Buenos Aires for two nights, but because of the COVID-19, the airport was closing and so we had to return home on the 15th. This reservation was paid in advance with a no cancellation policy. We could not get in touch with hotels.com so instead called the hotel to explain why we would not be using the reservation. They said that they would contact hotels.com. I am trying to confirm that we will be receiving a refund.

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5:31 am EDT

Hotels.com Nobody responds to input error

I booked and prepaid a room at a hotel accidentally on the the wrong night (the site auto-prompted me for tomorrow when I needed tonight). I immediately realized my mistake and tried to change the reservation but it was uneditable. The hotel said only Hotels.Com could make changes, but their phone line is literally broken and just hangs up on me, and their chatbot just went in circles dozens of times saying try again later. There's no other way to contact them, so I'm screwed. I booked the room again for the correct night, effectively paying for it twice. Again, my initial error, but no way to fix it. Terrible customer service.

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10:15 am EST

Hotels.com No rooms available when arrived

$278.43 charge for 3 rooms. Days inn 2/27/2020

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10:57 am EST
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Hotels.com Room at Rodeway Inn AZ State

Hello

I just got back home from my trip and wanted to tell you that you should have nothing to do with this Hotel...I spent $165.00 for a room that I wouldn't of spent $5.00 for...here is the first room she gave me at the Inn...open the door and all you could smell is urine...after going back down to the front desk and telling her we could not stay in that room she gave us another room...this room wasn't much better...if you ever been in a smoking room at a casino or a bingo hall...well the smell of smoke is pretty strong...this room was 5 times worse than a casino smoking room...also my pillow cover had blood on it...the lights didn't work in both rooms

I slept on top of the covers with all my clothes on and a jacket to keep me warm...if it wasn't so late at night when we got there I would of look somewhere else...but it was 1 in the morning and just wanted to sleep

Louis

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6:08 pm EST
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Hotels.com hotels.com commercial

I saw a hotels.com commercial that was geared at trying to humiliate women/moms. The commercial goes something like this: Two women are standing there w/ children playing & they look at their phone & see another women on vacation having a good time so the 2 women ask how is she there & we are here? Cap Obvious answers the two women by saying Condoms.

That is extremely offensive to not only women but to all moms. The message that I got from this commercial was that if you are a mom you aren't worthy of a vacation & you made stupid choices when you decided to have children. It also tries to shame us for our choices to become mothers so no vacation for us. It's very degrading to all women.

I am a mom & I go on luxe 5 star all adult all inclusive 2 week long vacations at least twice a year (last year we went three times).

I am asking Expedia to rethink it & remove this commercial bc you not only offended me but you offended every mom in the world.

If you do not remove the commercial I will NEVER use Expedia/Hotel.com to book my future vacations bc of your advertisement choices. I am not the only woman in my family, my circle of friends & my community that was offended by this commercial so Expedia will lose out on more then just my money. Trust me.

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2:28 pm EST

Hotels.com pathetic customer service

Gaurav Dhingra
2:20 PM (6 minutes ago)
to Gaurav

Hi

I need some help here. I wasted 45 mins with the below two reps after being a gold member with Hotels.com

I book almost 5-6 night every month with you guys and have been doing this for years. You can verify the details on the account

Alvin - Manager of customer care in Philippines
John - Agent of customer care in Phillippines

I had called gold team on Jan 12th 2019 at around 1:30pm asking them to price match me on one of the properties I was trying to book (Marina Bay Sands Singapore for 2 adults on Feb 12-13). The price your website was showing was $788 USD and the properties website was showing $488 USD. Before I made the booking I thought of calling hotels.com to see if something can be done on the price and I can utilize my $359.58 USD reward night (which I collected after booking several nights with you, so I am entitled to use it where I want).

Not only the above two reps not be able pull up my account for almost 15 mins. But also they were rude and couldn't find the hotel availability on your website (whereas I could see the availability on your website). They could also not see the same price I could see ($488 USD) on the property website. When I asked them that I could send them a screenshot of that price. They said they cannot help. When I asked them what could I do here. They said just make the booking on property we cannot help you. When I asked them what's the use of my $358.59 reward night if I cannot use it. They said we cannot do anything cancel your account if you want to

After being with Hotels.com for so many years. Is this what we deserve. I am really disappointed and I want someone to call me personally and solve this matter. Otherwise I will unfortunately need to cancel my account(which might not matter to you). But it matters to me as I am a man or principles and if someone is not doing the right thing. I will make changes

My phone number is [protected]

Thanks

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11:55 am EST

Hotels.com hotel reservation

Hello,
I've been trying to cancel my reservation for three rooms on booking confirmation [protected] which clearly states that the Cancellation Policy is free cancellation through 14:00 GST on 1/09/2020. For your reference, a copy of my email confirmation is attached, I'm also forwarding it to you separately as an email. Now, however, Hotels.com is insisting that these rooms are non-refundable. I have read them the policy displayed on my confirmation email, yet they insist this is not the policy for my reservation and advised that I contact Consumer Relations. I very much need your help in this matter, as it is completely unfair to charge me as an innocent consumer who ha complied with the policy I read before booking and the same policy which is clearly stated on my confirmation. This will result in almost $3000 out of my pocket for a service I can not use. Also, I feel that I'm being punished for using Hotels.com versus calling the hotel directly to book my reservation, since if in fact these rooms were nonrefundable at the time of my booking, the hotel would have verbally informed me of that, and therefore I wouldn't have booked. On the other hand, Hotels.com's information apparently misrepresented the actual policy, so now, I'm getting what I paid for - which is a reservation which allows cancellations up through 1/9. Everyone at Hotels.com keeps telling me my room is not refundable, yet no one can point me to a booking confirmation which states this. Also, no one has been willing to let me email a copy of my booking confirmation for them to read. I am beyond disappointed in this treatment by Expedia/Hotels.com, especially since I've used your services many times in the past. I very much need and appreciate your help in this matter. Otherwise, in the future, though, I will be booking my reservations elsewhere since I'm not sure I can trust the service information communicated by Hotels.com. I am also reporting this to my credit card company as a disputed charge as well as the Better Business Bureau.

Thank you very much,
Crissy Thomas

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9:51 am EST

Hotels.com my account was hacked. my personal information was changed.

I received an email at 2:03 AM on Dec. 29, 2019 stating my email address was changed. When I called to rectify the problem I was not helped. I was told the department was closed and would not open again until this morning. When I called to speak with a reservations agent she was not able to assist me. I asked to speak with her supervisor and spoke with a gentleman by the name Rick D. No one is willing to assist me and I can not wait 72 hours for a return call or email. I've earned these points and I am being inconvenienced due to someone hacking into my account and changing my personal information to benefit them. I'd like to use my points tomorrow and I'm unable to do so. I've attached photos of two emails I've received. One proving the account belongs to me and other email I received yesterday stating my personal information was changed.

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7:14 am EST
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Hotels.com property details city centre suites renfrew street 257 renfrew street, glasgow, g3 6tt, gb phone: +[protected] reservation [protected]

Hi. I stayed in the city centre suites, Glasgow last night and I have to say it was pretty awful. Firstly I tried phoning the day before as I hadn't received the code to get the key however I couldn't get hold of anyone. This was after leaving voice message and email. (No reply).

I then arrived and had to call to get the code. I called but then had to wait for a call back from the manager who I must say was very helpful.

I also called your customer service centre to be told there was no problem and that the reception would be there to assist. (There is no reception)

I did however eventually get into the room. I knew it was going to be basic but this was less than basic and it looked like it was in need of some TLC.

My confirmation also stated that it was a private bathroom. ( no it wasn't) this was a shared bathroom. If I had known this I would not have booked it.

I am a frequent business traveller and usually use booking.com but thought I would try your company. At this present moment in time I don't think I shall use you again. This Is a shame as I was thinking of changing. I spend around 3-5k a year on hotels.

Before I write any kind of review I shall wait for your reply.

I look forward to receiving your reply

Thanks

Nick Thompson.

nick.[protected]@yahoo.co.uk

[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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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.