Hotels.com Reviews 11,662

Do not, I repeat DO NOT buy a gift card for Hotels.com. I received an electronic gift card through the IRS in 2019 that I can not use! I have spent countless hours and emails with no resolve. HORRIBLE customer service!!

Please consider other platforms before you use HOTELS.COM, they support the hotel and no the consumer!
I have been using Hotels.com for 5+ years with no issues. I recently booked for my wife to stay in Amsterdam. When she arrived at the hotel, there was human shit, piss and pubes on the bed. She then escalated to the hotel staff who said they can not do anything since there was no manager on staff. She left and had to book another hotel. She took pictures of the mess and made sure her passport was on them. when she got back 2 days later we contact hotels who said they woudl have to contact the hotel directly, the hotel said no refunds since we didnt pay for the refundable room and their policy says no refund for changing or cancelling. I have stated many times that we are not asking to cancel or change, we are asking for a refund because they have not met the contract terms. Hotels.com even though they have seen the evidence do not care and have sided with the hotel and stated that there is nothing more they are able to do.

AVOID THIS COMPANY

I booked a hotel room via Hotels.com to attend a very important medical procedure at Addenbrooks Hospital Cambridge.
This involved travelling from Liverpool to Cambridge via the train.
As I approached London, I received a call to tell me that due to unforeseen circumstances the hospital needed to cancel the appointment!
The train company we’re brilliantly understanding and flexible and allowed me to go straight back to London no additional cost.

I am recovering from a stroke and explained my situation to the hotels.com agent Jade.
She informed me they could not exercise any flexibility whatsoever.

People - DO NOT USE THIS COMPANY.

No compassion whatsoever or flexibility. We live in a world where flexibility is important to customers especially when circumstances are out of their control.

Avoid avoid avoid!!

Probably one of the worst experiences using a bookings app. Information flows one way, from you to Hotels.com. There are repeated warnings that they have issues at their end

I paid $ 79.56 to Booking.com, the full price for my one-night booking at Country Inn & Suites by Radisson, Harrisburg West Mechanicsburg. During checkout, the hotel charged me an additional $76.94, alleging that Booking.com sent them a virtual card with a $0.00 balance.
I tried many times to find a way to contact Booking.com, but without success. I understand that problems may occur, but if the customer service is not working, the customer will suffer all the loss! In my case, it was a double payment with no hope of reimbursement. Their customer service doesn't work!

Don’t trust their customer service. Our reservation was put in for an extra day and didn’t notice it until we got to hotel. And we were staying 4 days so within 72 hours notice. Got run around from both hotels.com and Margaritaville Nashville, saying only the other could take care of situation. I even asked if I could just get a credit for either site to use for future stay. Neither would do. WON’T do business with either again!!

Hotels.com has accumulated over 1,700 complaints

STAY AWAY FROM HOTELS.COM
LIKE 100 MILES BACK , BAD BAD BAD BAD COMPANY

here is one more

They DONT ANSWER THE PHONE if do they put on hold until you hang up

They promote crappy hotels like Marriott

Marriott does not what to hear about your misfortunes just $$$$

As summer is just around the corner, vacation planning and unpredictable weather some can be severe , stay away from Marriott and Sheraton hotel, same company

Sheraton Milwaukee Brookfield Hotel sent you a message:

Marriott Replied Good morning ,
I’m really sorry to hear about the damage you experienced.

70 mph winds are no joke — that must have been a rough day. I hope everything is safe on your end and that recovery goes smoothly.

HOTEL.COM CHAT said : Sheraton Milwaukee Brookfield Hotel did not approve your refund request.

This means your stay is still booked. Sorry this isn’t the answer you were hoping for. The note below is from the property:

Refund Declined

recent 2026 guests have reported inconsistent experiences, with some encountering significant cleanliness issues, maintenance problems, and poor room upkeep

Maintenance Issues: Reports of loud AC units, broken shower doors, and aging infrastructure.Cleanliness

Concerns: Some guests reported issues with cleanliness, including stains, dirty, and a need for improved housekeeping.Bathroom

Design: Some rooms (specifically handicapped-accessible) have been reported to have poor water management, leading to wet bathroom floors.

2/10 Poor
Edward, Said 2/10 Poor
Casey
Apr 16, 2026
Disliked: cleanliness, property conditions & facilities
The room were very dirty and after switching to my 3rd room, i had to lower my standards. I dont recommend this hotel at all. They need to clean better !!! Hallways & rooms dirty
Stayed 3 nights in Apr 2026
·

Verified review
Traveled with family and young children
Apr 20, 2026
Disliked: cleanliness
Was there 3 days and couldn’t get sheets or my room cleaned.
Stayed 3 nights in Apr 2026
·

Verified review

2/10 Poor
Casey, Said

Apr 16, 2026
Disliked: cleanliness, property conditions & facilities
The room were very dirty and after switching to my 3rd room, i had to lower my standards. I dont recommend this hotel at all. They need to clean better !!! Hallways & rooms dirty
Stayed 3 nights in Apr 2026
·

Verified review

099951097
1
•
9 days ago
Sheraton Brookfield Milwaukee was disappointing.
The worst experience I’ve had at a Marriott Bonvoy property.

MeetingGuest
1
•
14 days ago
Not Recommended for Meetings, Conferences, or Group Events
I attended a formal province meeting at the Sheraton Milwaukee Brookfield Hotel, and based on our experience, I would not recommend this property for meetings, conferences, or group events.

The hotel failed in several basic areas of hospitality and event service. Our meeting room was not properly cleaned or reset between meeting days. Dirty dishes were left on tables after Friday lunch and again after Saturday dinner. The women’s restroom was also in poor condition and had to be brought to the hotel’s attention before it was cleaned.

Chris K
2
•
14 days ago
4 days of no service
Hotel didn't seem to have staff and/or was not prepared to handle our conference

Steve
1
•
16 days ago
Disappointing
Rundown, no frills Marriott.

Scam Company & Abysmal Customer Service!!!!!!!!!!!!!!

If I could leave 0 stars, I would!!! My Mother booked a beautiful apartment in England for 3 nights through hotels.com & paid in full, 4 months in advance. She flew across an ocean, jet lagged and ready to check in, only to find out that the company never sent her a door code to get in and the landlord was unresponsive.

After hours of back & forth with the company, we were left with no place to stay. My Mom had paid for a gorgeous 2 bedroom apartment with a kitchen and pull out bed in the living room. They offered us a hotel room with 2 beds for all four of us to sleep in!!!! Unbelievable!!

My Mom has now spent the first 5 days of her vacation going back and forth with these scammers trying to just get a refund for a service they NEVER provided!!!

Save your money, save your time & stay the hell away from this company!!!!

BOOKED A ROOM WITH A POOL BALCONY VIEW BUT THAT WAS NOT WHAT I GOT. NOT HAPPY AT ALL.

I will not use hotels.com again. I had a reservation which I needed to cancel 3 days before I was scheduled to check in. They charged me FULL PRICE for the hotel room after I cancelled! Terrible service

The lousist customer service ever experienced.
If the nobel Price for poor customer service ever existed, Hotels.com would receive it.

My bonus nights got deleted in the weekend, it turns out. I found out today - the first working day after.

I tried to get in contact with customer service. It was in no way possible to get through by phone to a person, unless I had a reservation.

The I logged ind and tried the chat function. It was complete useless for the first long time and the it was said that a person took over.

But the customer service was the lousiest I have ever experienced, no help, no understanding of the problem and absolutely no help.

My booking stated that if I cancelled before a certain date, I would receive a full refund.

I cancelled with several weeks to spare, but no refund provided. No replies from the hotel.

Hotels.com said that I needed to sort it out with the hotel, even though I booked through their platform.

Then, when I insisted that they step in, Hotels.com said I wouldn't receive a refund as they couldn't obtain an approval for a waiver (whatever that means). I was told that the 'original policy will apply'. I pointed out that the original policy was that I would receive a refund.

Lesson learnt. Never use Hotels.com again.

Kompose Hotel of Sarasota isn't giving correct info on their site. They are charging $5 a day for parking, $7.25 a day per person for breakfast, and $35 per person per day for the sauna you get absolutely nothing for the price you pay to stay there I wish I knew this in time to cancel so upset.

We were told when booking DämeritzSeehotel, Berlin on 24.th April 2026, the payment did not go through and we should try again. We did half hour later and it was confirmed. Arriving at the Hotel they said we had booked two rooms and they could not refund. Expedia ( Hotels.com and booking.com - same company ! ) should accept refund they said so we contacted them. After lots of writing with half over polite AI agent and little bit of human person the hotel and Expedia took us,( their customer !! )as hostage and did not refund. We even “as very important customers” would receive fast handling of our claim but we NEVER got a reply from Expefia nor a refund. What we found out from the Hotel was they refused to cancel to Expedia because they would still be charged 18% of a payment they then would not receive and Expedia would not decline this demand. SO Expedia gives damn about their customers and partners. We shall do all bookings in future directly at Hotels - they see people in their eyes and usually have conduit which Expedia obviously does not in the name of profit 😡

I would strongly advise everyone to book directly with the hotel for cheaper prices. Hotels com are useless

I was forced to use Hotels.com two times in the last two months and both times they completely let me down.

The first time I needed an invoice for tax reasons which they repeatedly declined although they were legally required to issue it. They kept insisting that the hotel would have to issue it.

Last weekend finally upon check-in I encountered that the hotel I had booked was closed. It was night, cold and stormy and Hotels.com only wanted to communitcate through chat which would abort every two minutes, they claimed both of my mobile lines wouldn't work, insisted if I had already spent certain time trying to contact the hotel and did not want to refund the money in order to look for another place to stay.

They just suck.

On more than one occasion I have put in dates for my workers stays , then got through with the reservation to see that they were some how different than what I chose originally. They will not refund your money or change the date if you don't purchase their protection plan, no matter how far in advance. I think this is done on purpose so they can make money. I have booked my last reservation through hotels.com

I got scammed by hotels.com there system glitched and reserved the wrong date for my say. I called seconds after the booking and they said sorry we cant help you we wont fix it or change it for you. Plus my bank could not dispute it. So hotel.com stole from me and render no services

I booked and paid for a pool view balcony room and I got a balcony view of the parking lot!! Never use hotels.com

I am extremely disappointed with both the booking system and the way this matter has been handled.

During the reservation process, while attempting to complete payment, the website displayed an error message indicating that the transaction had failed. As a direct consequence of this technical issue, I attempted the booking again, only to later discover that two identical reservations had been created within one minute of each other.

The circumstances clearly indicate a malfunction or processing error within the booking system. It is neither reasonable nor credible to suggest that a customer would intentionally create two identical reservations within such a short timeframe.

Despite the obvious nature of the issue, the hotels dot com or the hotel “Nyhavn63 - Copenhagen” has refused to take responsibility or provide a fair resolution. Instead, the financial consequences of what appears to be a technical failure have been placed entirely on the customer.

From a customer service and consumer rights perspective, this handling is highly concerning. Businesses operating online booking and payment systems have a responsibility to ensure that transactions are processed reliably and that customers are not penalized for system-related errors beyond their control.

Unfortunately, rather than resolving the matter professionally and reasonably, the hotel has chosen an inflexible approach that reflects very poorly on both its customer service standards and its booking practices.

Based on this experience, I cannot recommend booking with hotel dot com or this hotel. I would strongly advise future customers to exercise caution when using their reservation system.

Sidenote: if you book your stay directly through Nyhavn63 you can cancel your stay up till 24 hours before your stay. And it’s the same price.