Hotels.com Reviews 

After many years using almost only hotels.com I had to change my email-address. I got about 7 Rewards-nights and thought the change of the e-mail would not make me a new customer. But, I was wrong. All Rewards-Nights are gone and after various chats the rewards cannot be transferd to what they called new account.... that means hundreds of Euro are gone.... Poorest customer service ever experienced. Will see if boonking is a better choice!

I wish i could give them minus 5 starts.
DO NOT USE THEIRE SERVICES.
I BEEN TO HOTEL WITH NO AC THEY REFUSE TO GIVE ME BACK MY MONEY EVEN THOUGH THE HOTEL MANAGER SAID TO GIVE OT BACK TO ME.

I have been a loyal customer of hotels.ca for many years however now even though I have two free nights to redeem there are no hotels on the site that are willing to redeem nights. In spite of this hotels.com continues to invite me to collect stamps to redeem Rewards. I have contacted customer service three times about this issue with no help whatsoever. I asked if a supervisor or manager could get in contact with me to help resolve this but have not heard back from anyone. Super disappointed and would definitely not recommend anyone start this loyalty program because you cannot redeem the rewards. Feels like I have been scammed.

Absolute Scam. I booked a hotel specifically for a Hotel Shuttle that was available 24 hours from a nearby airport. I called the hotel a few days before my flight to book the shuttle and they told me the hotel no longer offers a shuttle and they offered to cancel my booking BUT that I had to get the refund from hotels.com. after over an hour with the chat assistants on hotels.com, they tried to gaslight me saying there was no shuttle offered on their website. Of course not, becuase I had booked 2 months previous when the shuttle WAS available. they refused to refund me and told me they needed 24-72 hours to get a waiver from the hotel manager for a refund. After more than a day, they came back and said they could not reach the hotel and I would have no refund. So basically they falsely advertised services that were not avialble and then refused any refund or compensation. WORST website ever for booking hotels, worst company for company service.

They were smoking dope in the room next to us. We called hotel .com and told them and we had to leave as I have small children. They wouldn’t give us any money back and basically said pound sand… do NOT go through them for anything!

I reserved and paid for Eko Atlantic apartment in lagos Nigeria through hotels.com about a month before my trip, but when my family arrived, the property was unable to locate our reservation and we were not able to check in. After a very long international journey, this created a stressful situation, especially since we were traveling with young children and had to find alternative accommodations late in the evening.

Hotels.com did process my refund within a few days, and I appreciate that. However, the experience caused significant inconvenience and disrupted the start of our trip.

Based on my experience, I recommend confirming your reservation directly with the property before you travel if you choose to book this listing.

They cancelled my hotel booking, yet they deny it

Response to their reply below:
Since I already contacted you twice I can't see the point as I'm already waiting...

I booked a hotel and travel insurance through hotels.com.
Due to a change I needed to cancel both within a few days of booking. Both said free cancellation.
The hotel was cancelled and I got an automated response regarding the travel insurance saying they would be in touch.
13 days later I have still not heard anything, despite emailing them again. The money was taken from my bank account at the time of booking.
I doubt I'll get a refund unless I have a long drawn out fight with them.

I will never use hotels.com again and I recommend others be extremely wary of this terrible company.

I booked and paid for 2 rooms in central London in November 2025. I used BA Executive Lounge portal and was supposed to to be awarded with relevant Avios upon completion my stay. I has been almost 9 months and although points are showing pending in my account but have not been authorised and transferred by Hotels.com. I have tried all their channels but no update. I have also contacted BA who are also waiting to hear from them, very disappointing. Never had this issue with booking.com

Terrible Terrible- please never use them - booked a hotel through their website- was so terrible- it was the Atlantic Tower Hotel in Liverpool everything about the hotel was awful and wrongly advertised on the Hotel.Com website
Numerous messages to Hotel.Con and promises from them to ring me - have never happened
Hotel .Com is a joke of a company and I will take this matter further to the ombudsman
PLEASE PLEASE NEVER USE

Paid £1200 to spend 10 nights away in Madrid.

Anticipated the £100 Hotels.com cash and wanted to use to send my parents away for my Mum’s 60th.

Was told that because I applied a Blue Light Card discount at check-out that my booking wasn’t eligible despite the cost being over the marketed £100 a night and the hotel being eligible.

They recommend going to customer service: I have been five times.

I still cannot get my Tier Status returned.

Reading all these reviews - I think I was lucky to get away from that site without a major disaster.

Extremely frustrating. I just booked a room and the confirmation I received is different than what I booked. I booked a cancellable room and the confirmation says NOT cancellable. Not what I chose. I've called and e-mail with no response at all. Not even an automated response saying i'll get back to you. The number for the company on the credit card charge just rings and rings and rings. No voice mail either.

Wow. Wish I'd seen your reviews before paying.
Wish i could give 0 stars.

How are you actually allowed to continue with such poor ratings anyway?

I booked a hotel, with free changes.

Now i want to change date - not allowed.

Called the hotel directly. And they say that because its hotels.com they are not allowed to change the dates, the hotel themselves are more than happy to change, but hotels.com will not allow them to.

Really???

Unbelievable!

Customer service is crazy!!

I made a reservation through hotels.com. turns out the hotel is a scam. Hotels.com won't help our refund my payment, their support does not reply.

Avoid at all cost

Trying to fix up my erroneous email account. Spent over an hour with the virtual agent only to be told the account cannot be merged with the other account.

This costs me - gold status, 18 nights accrued and the associated free nights earned.

Thanks a million for the 1 and 1/2 hours at the virtual agency.

Complaint Regarding Incorrect Reservation, Broken Refund Promise, and Unacceptable Customer Experience
Dear Hotels.com Customer Relations,
I am writing to formally express my dissatisfaction with the handling of a recent reservation and the subsequent customer service I received.
When I made my booking through Hotels.com, the reservation was confirmed with the wrong dates. As soon as I noticed the error, I contacted your customer service team immediately. In fact, I called within approximately two minutes of the booking being completed.
During that call, I explained the situation and was informed by your representative that a full refund would be issued, allowing me to book accommodation for the date on which I was actually stranded at the airport and in need of a hotel room. I also contacted the hotel directly to investigate whether the reservation dates could simply be amended. Unfortunately, the hotel informed me that they were fully booked and unable to accommodate the change.
Based on the assurances provided by your customer service team, I understood that the reservation would be cancelled and that I would receive a full refund.
Two days later, however, I received an email from Hotels.com asking me to review my stay and describe my experience at the hotel. This immediately raised concerns, as I had never stayed at the property and had been told that the booking had been cancelled. I therefore contacted your customer service department again. During that conversation, your representative investigated the matter and confirmed that emails relating to the cancellation had indeed been sent and that there appeared to be clear evidence that the booking had been cancelled.
Despite this, I have still been charged for the reservation.
I find this completely unacceptable. Not only was I promised a full refund immediately after the booking was made, but your systems have also generated communications that acknowledge the reservation as both cancelled and completed at the same time. The fact that I am being charged for a stay that I never used, after relying on your explicit promise of a refund, represents a serious failure in both customer service and internal processes.
To make matters worse, because I relied on the information provided by your team, I was forced to make alternative arrangements while at the airport, believing that the original booking issue had been resolved.
To answer the survey email asking about my experience: my experience has been horrendous. I have spent unnecessary time trying to correct an error, received contradictory information from your company, and ultimately been charged despite being assured otherwise.
I request:
An immediate full refund of the amount charged.
A written explanation of how a reservation can be simultaneously recorded as cancelled while still resulting in a charge.
Confirmation that this matter has been fully investigated and resolved.
I hope this issue can be resolved promptly. However, based on my experience, I would be extremely reluctant to use Hotels.com again and would not recommend the service to others.
I look forward to your prompt response.

If I would, I would give a zero stars to this website hotels.com. We booked a hotel in Issaquah Washington the motel six that we were going to stay at was so disgusting. We had to leave the room reeked of dog and cat urine and they were police cars outside in inside the property when we arrived. We worked with our credit card to get reimbursed for the stay but when they contacted hotels.com they were denied will never use the site ever again BEWARE.

Paid £500 for a night at the st George Wembley. There was sick on the carpet, smelt badly of weed, Lift didn’t work, dirty and grubby hotel, bar and restaurant were shut, lots of road noise in room. Checked out after the concert due to the stink and the sick which hadn’t been cleaning up as promised. Couldn’t stay there it was dreadful and ended up going home in the chaos of post concert. The hotel Management just ignore the calls and hotels.com let them get away with it. This hotel shouldn’t be on their books and they should enforce refunds when guests have to checkout. UPDATE - I did contact hotel.com after their reply below - what a waste of time. Don’t waste your time if they say the same thing to you.

Booked a hotel, the only road to the hotel was closed so unable to get to the hotel and they refuse to refund because the hotel doesn’t answer their calls. There you have it, if you just ignore calls then all refunds go away. The company is a joke, same as expedia, same management same appalling service.
I somehow think the shoe would be on the other foot if the reverse happened!