Hotels.com Reviews 120

They are liars and the customer "service" is a scam. They tricked me into booking a duplicate bookkng and promised once i did they would cancel the old. All of a sudden no one is helping once you paid twice. Im a consumer protection lawyer so now i have to waste my time taking legal action. I have been a loyal member/customer for 10 years. This ends now.

I had booked a stay with my family Wednesday night in Sweden. The day after (we were in Oslo for travels), the owner of the B&B calls and leaves message saying we have to check in before 3pm, or call back, then we can maybe find a solution with a key. I call back, and I write two texts, but I hear nothing back. Come 3pm, and we change our plans, because we have nothing heard. I call Hotels.com and explain to them the situation. They say they will try to contact the hotel for a refund, but now get back to me and say they can't do anything. Despite me sending an overview of my texts to the hotel + call log. I am so furious. I have been a good customer for years and never any issues, and now they say it's just too bad. Had to drive four hours in a snow storm yesterday to get to our next destination.

"Upgraded” to a suite with no heating or hot water (room was 16°C). Staff couldn’t fix it and offered no solution. The hotel told me to contact Hotels.com, and Hotels.com told me to contact the hotel - no one took responsibility. Had to fight for any compensation. Very disappointing for a 5-star hotel.

I booked a room that is supposed to have a big single bed, but it wasn't. The pictures and the details on the booked room didn't match the reality.

I complained and they admitted that it was their mistake. They couldn't sort it out with the hotel administration, so they decided to compensate me with a bonus voucher, till now amazing!

Here when things starts to get really complicated. The bonus has to be sent to the email connected to the account, but I don't have access to this email. So I just asked for them to send to a different email, the one that I actually received the booking confirmation on. But no no, this is a request from a different planet!

3 times in contact with the customer service by chat and each time I have to tell the whole story again, untill I got a case number and wad told that they will email me the voucher on the email address that I provided, amazing right!?

NO, they send me an email to confirm that the voucher was sent to the email connected to the account which I don't have access to!!! After all this!!

I try to explain 1 more time, but completely useless. There is no way I could change my email connected to my account, there is no way that they can do that for me either and there is no way I can get access to the bonus that I am entitled to!!!!

In the end they actually told me, "we are not able to process your request at this time."

Just ridiculous and waste of time!!!

Really bad service, do not book by hotels.

Horrible! When I was about to complete my reservation, the system responded me by saying there was a error and that I should try again. However, Hotels.com charged me the total amount of the reservation and I had to wait 3 days before I could book my hotel room (as the limit of my credit card had been reached). Only after they reimbursed me, I could make a new reservation, but, of course, not with them but with booking.com

Not a reliable intermediate, no guarantee you get what you book and pay for. The room description I booked did not correspond to the room we have got. Instead of a room for 3 people, we got only for 2, missing was also a minibar. The receptionist of the hotel possibly knew about the incapability of hotels.com to solve issues and bear responsibility, therefore was even more arrogant. The booking was in the Hotel Weluwe Hotel de Beyaerd, Hulshorst, Netherlands.

For the second time, we got nowhere with Expedia and its Hotels.com division, after merely
trying to comply with its own rules and get Expedia to honor its own promises as to being able
to change reservations up to 24 hours before check-in time. After Hotel Hasselbacken in Stockholm refused to remove its charge for our sick non-guest granddaughter from our reservation there via Hotels.com, we could find no working Swedish phone number for Hotels.com, and had to call their American # at our cost, being finally promised that the Hotels.com resolution team would remove that charge. BUT WHEN WE GOT TO THE HOTEL, THE WRONGFUL EXTRA CHARGE REMAINED -- HOTELS.COM HAD BROKEN ITS PROMISE, AND ITS WEBSITE COMMITMENT TO PROPER AND LIMITED HOTEL CHARGES. WHEN WE WROTE REPEATEDLY TO TOP MANAGERS, WE GOT EXACTLY NOWHERE -- HOTELS.COM NEVER TAKES RESPONSIBILITY FOR ITS OWN ERRORS, BLUNDERS, AND FAILURES TO MAKE RESERVATION CHANGES! THIS SAME PROBLEM HAD OCCURRED TO US ONCE BEFORE -- TWO STRIKES AND BOTH EXPEDIA AND ITS HOTELS.COM DIVISION ARE OUT -- BEWARE THIS UNTRUSTWORTHY TRAVEL PURVEYOR, AND AVOID BOTH EXPEDIA AND ITS BAD HOTELS.COM UNIT!

my experience with Hotel.com has been nothing short of dreadful. Despite my loyalty as a gold member for years, their service has consistently disappointed. They repeatedly cancel bookings after voucher redemption, rendering my loyalty rewards meaningless. Even worse, they mockingly cancel bookings without notification, forcing me into higher-priced alternatives. Attempting to contact their customer service is a futile endeavor, as they invariably redirect to unresponsive specialist teams. It's distressing to witness such disregard for loyal customers, and I'm left feeling utterly disillusioned by their lack of accountability and care.
I think we need to make a formal complaint to who is concerning about this mater to get this website banned in the UK. don't know the right place, but I think the following website might be: Consumer Arbitration

I accidentally booked on the wrong dates at Scandic Europa - Gothenburg (through Hotels.com) 2 weeks later than I should have booked. Very stupid, and the booking was non-refundable.
I discovered my mistake a few hours later and contacted both Hotels.com and Scandic Europa. I was advised to make a new booking on the correct dates and then they would look into
the matter. Two days after my new booking they contact me and will not refund anything from the first booking, despite them seeing my new booking in their system - on dates 2 weeks later, and despite Hotels.com's advice to make a new booking while waiting.
I have told them I am fine not accepting a full refund, but just partial, as it was quite clearly a mistake but they are completely indifferent.
Talk about cynicism and acting in bad faith.
Don't expect any(!) help from Hotels.com if anything goes wrong with your booking or your stay.
Cynical and appalling company

Worst website ever! Booked a hotel for my mother and her friend and when they arrived the hotel was fully booked. Hotels.com had already withdrawn the money but no room did they get. The hotel owner tried to call hotels.com but ofcourse no body answered. My mother and her friend slept on the street. When Hotels.com finally answered today they just tried to blame us, that we did not contact them immediately and that the case will be registred, and we will get contacted within 72 hours workingdays and today is friday. We were not compensated or anything and my mother and her friend is still on the street!!