Hotels.com Reviews 11,585

Hotels.com sold me a room that didnt exist and then did nothing to try and help me. Do not go near them with a 10 foot pole. Not worth the aggro.

Hotels.com is the worst. They only want your money. They do not care about your satisfaction at all. There are plenty of 3rd party booking companies. Use any of them but not this one

Hotels.com used to be one of the best apps for hotel bookings, but over the last 2–3 years it has become much less reliable. The app keeps logging me out, regional settings do not work properly, and even when I select Ireland or Rest of Europe, prices still show in USD. I now have to print my booking details every time, because by the time I arrive at the hotel, the app often logs me out again.
The same problems happen on the website. It has become unpredictable, with frequent logouts, inconsistent prices, and poor currency options for regional settings.

Absolute rip off. Basically stole our money. They changed dates/ and customer service is a bunch of lying assholes. I would rather run around in sand paper underwear then deal with these untrustworthy people! Supervisors for them don’t do what they say they’ll do.

We booked a hotel room in Feb.2026 and we were charged for two rooms. We called Hotes.com and they said that they'd refund the extra room. BUT, they did NOTHING. So, we talked to our credit card company several times to dispute the charge. BEWARE, if you have a problem with hotel.com, DO NOT expect them to care or fix the problem.

Poor, no way to contract support.

I was a gold member & booked around 25-35 rooms a year. There are only interested in one thing getting as much money out of you as possible. I found several hotels where even tho being a gold member they were 30-40% more expensive, the customer service is awful, you can only contact them through a chat service, I have now completely shut my account with them as they wouldn't move my hotel back a night when I realised my error, I contacted them within 5 minutes of making the booking and received no help!!!
PLEASE BE VERY CAREFUL IF YOU ARE BOOKING WITH HOTELS.COM

I use Hotels.com regularly and overall it’s an okay and convenient platform. I’ve never really had any major issues with bookings, and every now and then I benefit from a free or discounted room through their rewards system, which is a nice bonus.

That said, I’ve often found better prices by simply calling the hotel directly. In many cases, you can get a cheaper deal without going through a third party.

I also had a disappointing experience with their price guarantee. It’s advertised as covering the difference if you find the same room cheaper elsewhere, but when I actually tried to use it, it was not honored due to a very minor difference in the room description—despite the room, breakfast, and parking being essentially identical. This is on purpose and rather scamish..

In the end, I still use Hotels.com for convenience, but if price is your main priority, it’s definitely worth contacting the hotel directly.

Amazed to find that I was sent a link to review my stay and then it never showed against the hotel or in my account. I contacted customer support who played dumb. This means you're not getting honest reviews. I will stop using them.

We had a confirmed booking through Hotels.com and arrived at the hotel at around 1am with our 11-year-old child, only to be told that no room was available.

The hotel staff claimed it was not their fault and blamed Hotels.com, which left us stuck in the middle with no help or solution. At that time of night, with a child, this was extremely stressful and unacceptable

We then tried to find alternative accommodation ourselves, but because the new date had already started, we were unable to secure a room at other hotels. We visited and checked at least five different hotels, all of which were fully booked.

Eventually, at the sixth hotel, after repeated requests, we were given a room—but at nearly triple the original price due to last-minute availability.

This situation caused extreme stress, inconvenience, and unexpected financial loss. A confirmed booking should guarantee accommodation, or at the very least, proper assistance and an alternative arrangement should be provided.

I would strongly advise others to be cautious when booking here, especially for late arrivals

If I had the chance to look at trustpilot before using hotels. com, I would already know... Their customer service employs people with a very low level of knowledge and intelligence, and it is the most polite way to describe the situation. Simply avoid them. One of THEIR software glitches put our reservation on an old email account we can’t access anymore (that was sorted out weeks ago with them) and we were locked in a room of a smart keyless hotel. I can’t even imagine an emergency issue. Future bookings gone and we were supposed to be called by one of their manager who is … missing.

Whole experience was terrible they recommended a roach motel I was there for 3 Days found bugs in my room the hotel itself agreed to give me my money back but here I am a week after booking still trying to get my money back from hotels.com. I booked for 7 days I stayed for three and they still haven't returned my money. I've talked to several agents and the only thing they do is give you the runaround the last agent told me that they emailed the hotel which turned out to be a lie. Don't ever use them ever

no way to reach to customer support. what a shame

++ Too lame level of service here: when asked a human support to virtual agent, a so-called human was assigned.
Then I asked him to call me on my number, and total silence :)

They think they're too smart but they're nothing but a pathetic platform

I cannot access my Hotels.com rewards.

I have 8 stamps confirmed, but the rewards page only shows a black screen.
I have tried chat, email, and Messenger with no response.

This is unacceptable. I cannot access the rewards I have earned.

Please resolve this issue.

I will never use them again! They don’t stand behind the customer. My reservation was cancelled due to the host claiming maintenance issues with their jacuzzi. I had to book a new reservation with only 2 days in advance & neither the host nor hotel.com are willing to pay the price difference for my new booking. So be aware,and choose a better alternative to hotel.com. Don’t book at Big Beautiful house in Isabela/Moca PR they may cancel last minute like they did to me.

I have been a loyal Hotels.com user for years, regularly achieving Platinum status every year.
I am done, as of now.
I recently booked a room at a Moxy Hotel in Downtown Chicago. The hotel was unable to process my credit card for incidentals. Let that sink in. The room was paid for in advance, with the same card.
The hotel declined my booking, and has refused to refund, telling me that since I booked through Hotels.com, I would have to pursue the refund there. Well. I did. And Hotels.com says they can't refund it either, that I should contact the hotel management.

I didn't stay at the hotel, and was subsequently charged for parking that was not used either. Hotels.com has been unhelpful, and the hotel management is beyond inept.

End of day, I am a busy, business traveler, and don't have time for this nonsense. Maybe you do. If not, use another platform to book your room.

So I rescheduled a week prior to a date and on the date of the original booking, they charged me multiple times. May have been the hotel either way just getting help on a refund is damn near impossible. You have to make sure you have everything you need, pictures and correct detailed information or they will gaslight the shit out of you. Hotels.com did not help me. They just kept resending the same message about how the cancellation policy and how the hotel was like no they would not refund me although I’ve followed all the cancellation policies and rescheduling policies that there should’ve been no reason why any of it happened and I finally was like you know what let me call the hotel themselves. Let me explain what happened. They were able to look at everything they were able to verify with 20 minutes , and they refunded me the money back although Hotels.com said that they contacted them and the property manager was like no because of their policies but the hotel that I booked with gladly helped me out Hotels.com is trash and I canceled my account.

I made a reservation for 3 rooms for 1 night. Immediately after hitting the reserve button, I realized my date was off by a day. I contacted them and they said they cannot help me and no refund. I asked them to either change my reservations or cancel, but no - they "cannot" change my reservation and cancelling is the only option. Either way, no refund so they have basically stolen my money.

Booked two hotels through Hotels.com in February 2026 and paid directly to Hotels.com via credit card. When requesting a proper fiscal invoice (with VAT breakdown) for business accounting purposes, I was told they only issue receipts — which have no legal validity for company tax purposes in Spain or under EU regulations.
The hotels themselves could not issue invoices for the full amount charged by Hotels.com. This creates an impossible situation for any business traveler: you pay Hotels.com, but neither Hotels.com nor the hotel can provide a compliant invoice.
This practice may be legal in some jurisdictions but is completely incompatible with EU business travel requirements. Will be switching to Booking.com or direct hotel bookings going forward.

Hotels are fine. Customer service at hotels.com is absolutely trash. All overseas, terrible English, Rude, garbage humans.