Hotels.com Reviews 524

Hotels.com lie ... So when posting a negative review they let the apartment owner / hotel choose if the review is shown to users. Even when presented with photos they still won't post a negative review.

This company deserves no stars.
I booked an apartment with Hotels.com and paid in full. Day before check-in, I contacted the apartment as per communication sent by Hotels.com.
I was told that the apartment wasn't ready and I would be given a refund. 2 weeks later I have not received that refund, the apartment is not answering my calls and reading but ignoring my WhatsApp messages.
I contacted Hotels.com to assist and they're telling me that they cannot give me a refund without authorisation from the apartment.
I paid Hotels.com on their website but now I have to chase their clients for a refund.
Appalling service.

Utter scam, built up 5 reward nights, these were changed to one key points and immediately expired them with not warning of the terms and conditions change. Company stole £500 from me. Contacted support which was immediately closed by an agent in China and no option to appeal. I will be avoiding this company and actively warning everyone I know to do the same.

Is this company a scam? I have never made any attempt to contact them but after a casual search for water sports sites in Wales I am now constantly subjected to receiving "pop- ups" from them for hotel rooms in places and for dates I never requested or have any interest in.

Attempts to remove these pop-ups using the usual means have not worked suggesting the company has found a way around them.

I have had a poor and uninvited experience with this company

Booked to go to London in September, paid for it in January.
Hotels.com contacted me less than 36 hours before we was due to go to say couldn't go due to an over booking at the hotel.
Offered a refund and not heard anything from them since. Ignoring my emails.
I spoke to the hotel we was meant to be staying at and they said they hadn't cancelled,hotels.com had.
I am over £500 down and I can't get a response.
Do not use this company,they are a joke and it's disgusting how they can treat people like this.

The new 'Rewards' system is useless and just a way for them to take away your previously earned rooms. I have key points to use, but they say that they are none available. Account will be cancelled.

One key cash, what a joke won’t be using you anymore..

Booked well in advance for a trade show in Germany first hotel cancelled as they were closing - £20 conpensation . Unfortunate and an inconvenience so I rebooked obviously now the prices had gone up. Next the second booking has been cancelled within a week of travel so the only available accommodation is euro1200+ for two nights. No apology, no compensation or help. This company has turned out to be a complete sh**t shower and will lose all my company business.

Terrible changes on Hotels.com. I used to get a free night in every 10 bookings but now I may be given £10 after 10 bookings. After each booking you get around £1.50. What a disappointment. I can’t see it to last as a company

I booked through this site even though it was occasionally more expensive than other sites because I wanted to collect stamps. After 9 bookings, you got 9 stamps which then allowed you to book a hotel at the cost of the average on the 9 nights.
Now it's all shifted to OneKeyCash rewards, the value of which isn't nearly the same.
I will be boycotting this company and Expedia and Vrbo.

After the website encouraged me to download the app, I did so but my phone’s settings meant it signed me up with a hidden email address. Hotels.com has refused to help me combine the two accounts and their rewards. I asked whether, as an act of good faith, they could at least add the 3 app account trip elements (not even the key cash) to my regular account if I closed out my app account and they refused, which is disappointing as I felt this was a fair half way point.

When I asked for a manager to call me back, they called at 2am, 10pm, and 9pm despite repeated requests to call during my time zone’s working hours. I’ve not heard from them since. I have spent a cumulative 4 hours with their chat services - horrible service from a company I used to love.

I book upwards of 20-50 nights a year via Hotels.com and love the money off the 10th night. One Key gives a paltry £1.50 or thereabouts on each stay, which is pathetic. Add to this, many rooms cannot be booked with any guarantee of cancellation (unless you pay an extra charge) so I'll be booking with hotels directly from now and enjoying their loyalty schemes. Hotels.com is also more expensive than other websites, I only used it due to the bonus scheme. I wonder how many clients they will lose by bringing this in?

They seem to have stolen £240 from me. I paid for a property which was then unavailable. I contacted them five days ago; I've sent them a few emails, but they haven't got back to me so I'll be taking legal action. Awful company.

Made a booking for Voyage Belek Golf hotel via hotels.com on 5-Sep-24 (Double room) for parents. All good, payment made. Trip is end of Oct-24.

Today 16-sep-24, got email saying the booking is cancelled. Rang and they told me i cancelled it ! Escalated and found out the hotel is the one who cancelled the booking.

So they confirmed the booking for 10 days only to cancel it.

Worst thing - at the same date i booked a family room at the same hotel for my family + kids via booking.com - that booking wasn't cancelled.

Absolute joke. 0 Customer Service. No Help. Causing so much unneeded stress.

Disappointed at the HUGE cut to the loyalty scheme.

Been using Hotels.com for years, and enjoyed getting a night free after staying ten nights.

Effectively that is 10% back.

The OneKey is a miserly 2%.....!!

Did they think I would not notice??

Booked a hotel in Crewe on 23rd July for a double bed on a single night on Friday 23rd August. Paid in full on booking date, was sent confirmations and itinerary from Hotels.com.
Arrived at the hotel - Friday 23rd August.
NO ROOM BOOKED - LEFT HIGH AND DRY.
Hotel had closed on Monday 19th August. No information was received from Hotels.com regarding the closure/cancellation.
Thankfully, we found a hotel elsewhere in Crewe.
Hotels.com sent an e-mail asking us to rate our stay - WHAT STAY !!!!
Contacted Hotels,com to complain using the only route - virtual chat with a human, who promised that the complaint would be escalated and that we would receive Hotel.com resolution/comment/refund/apology within 3-5 days.
Time has elapsed - no response.
I DO NOT RECOMMEND THIS COMPANY.

The new One key is awful the only reason i booked with hotels.com was the reward scheme now its gone ill just use another site not affiliated with expedia! I did book approx 150 room nights a year too. I have upcoming stays which I will cancel and book with someone else.

I’d very strongly advise against using this company. The company is immoral, dishonest and will likely cause you distress and difficulty.
I booked a hotel through this company. On arrival the owner informed us that there was no booking paid for by hotels.com. After 90 minutes of phone calls, they arranged a replacement hotel 30 minutes away. Because breakfast was included at the original hotel but had to be paid for at the replacement, they agreed by email that the cost of breakfast and travel would be refunded. When I submitted the receipts as instructed, they said they wouldn’t pay it. Ten correspondences later in which I constantly said it was a formal complaint and for it to be escalated, all I got was nonsense replies sometimes not even relevant to the complaint and often in very poor English. The last reply offered a few of their ‘loyalty’ points towards my next booking!!! Hotels.com certainly put bad customer service into a whole new league!
They don’t have an accessible complaints procedure and eventually I gave up.
By the way, Hotels.com seem to be a uk trading name for Expedia, so I’d suggest not using them either. Oh, and check out companies on trust pilot before using them!

I was a loyal hotels.com user for years. The straw that broke the camel's back for me was my booking experience for the 2024 eclipse. In August 2023 I booked a room in Waco TX which was in the direct path of the eclipse. I could tell a long story, but the abbreviated version is we willingly paid a non refundable premium price for a 4 night stay. I'm talking 4-5 times the typical going rate for this room on any given night of the year otherwise. I went in knowing that cancellation meant forfeiting the entire amount listed as being the cost of the first night's stay. Understandable, it was the risk one took to secure the room.
What wasn't understandable however was that a week before the April 2024 trip I rechecked the hotel and found not only did they have availability, the per night rate had significantly dropped from the previous August. I tried to revise my trip to get the lower rate for the other nights I had booked, and it would allow me to go through the revision up until I hit the confirmation button, at which point it showed no changes. Again, I realized I'd still have to pay the premium for that first night, but I saw nothing in the terms that stated i'd have to continue to pay the premiums for the remaining nights.
Once at the hotel we saw the eclipse and found Waco with little to do, and decided we'd like to cut out a day early. We inquired about shaving a night off the room. No can do, according to hotels.com. So basically they stiffed us over 1000.00 in extra room prices and had us stay an extra night that we didn't want to stay, because face it, who wants to just 'abandon' a room you paid 700.00 a night to stay in, even if you are ready to head home?
Hope this organization enjoys the $ they got during that trip because it was the last they'll ever get from me. Am I big enough to make or break them? Absolutely not, but hopefully a few hundred who may consider using them will see this and that will have a further reaching impact than just me!

So - The Great North Run is the reason that these Greedy Hotels are charging a 2nd Mortgage for a one night stay on the 7/8 Sept in Newcastle 😤😤😤
Although it is a reason it is still theft by any other name !
They think that it is ok to charge any price they like for a weekend where there is a special event going on - Taylor Swift / Oasis etc - it is morally despicable!