Hotels.comReviews 1,048

Alert to anyone thinking of using Hotels.com. I made reservations for the Bay city hotel (the old holiday inn in bay city) last July before the 4th of July to stay this year over the 4th for the fireworks. I reserved 3 rooms for friends and us. While at the fireworks last year I stopped in the hotel to see what the hotel was like. While there a worker comes from a back office and says to her co workers "Hotels.com is booking for next year and we can't take reservations because comfort inn bought the hotel" and was renovating it. Soooo I walked up to the desk and asks the names on the reservations and they where mine. So I said ok I guess I have to go home and cancel my reservations. I waited a couple weeks thinking they would call or email me to tell me the reservations fell through. No call. So I called them and cancelled. That all happened in July 2015. Sooooo come October I get a call from Hotels.com to tell me I need to cancel my reservations and can they help me book elsewhere? I said noooo these reservations where cancelled in July. So I asked her to cancel again... Then about once a week they would call me to cancel the same reservations... In November they where calling about every other day... I was livid. One night they called at 2:00A.M. To cancel and I lost it. I began blocking the calls because I felt extremely harassed. I have 8 different numbers from them that I blocked. So the phone calls stopped in December. Today I get a email confirming my stay at the Bay City Inn?!?!?!?! I called hotels.com told them I am livid with their service and harassment. The guy, granted I'm trying not to yell at the poor kid on the other end of the phone cancelled my reservations and sent me confirmation emails before I hung up. I called the bank and made sure my old card is turned off that I used to reserve back in July... Just checked my emails... I now have a cancellation email for rooms at the double tree?!?!?! WTH? I never made reservations there! Never ever dealing with Hotels.com again. I figured I have had great luck with Expedia that I would try them.

It's no secret that I travel, a lot. I'm pretty savvy at getting great perks and great prices. I hereby proclaim that I will NEVER again use hotels dot com (written this way to keep them from even getting one more ounce of promo from me). Twice they have robbed me by about $30 on a hotel and did not honor heir Price Match Guarantee. #nohotelsdotcom Spread the word, share, use the hashtag. They haven't heard the end of this from me!

I booked 4 rooms for my party 3 months in advance, received my confirmation via email and notification reminding me of my reservations. When we (there were 4 families total with kids) arrived at our vacation destination the hotel we booked never received our reservation from hotels.com... Had they not had rooms available when we arrived it would have been a disaster!' I was so angry I didn't even want to call hotels.com until our vacation was over. When I came home and finally called them. They denied any wrong doing on their end told me I must have provided the wrong name... I hung up on them because I could no longer take the lack of empathy on the other line... useless! I will never ever book through them again. Buyer beware... they honestly deserve ZERO stars.

Booked 2 rooms for two nights at the Park Vista, Gatlinburg, TN 6 weeks in advance. Five days prior to my arrival I had to cancel my second night. I was told that my rate from $109.00 to $139.00 because they were gonna treat it as a new reservation. This I thought was a scam on there part... but when they cancelled the second room that was not suppose to be changed and sent me an Email that said the price had been increased on that room also I could not believe what I was reading. I called customer service, was put on hold for 15 minutes and when the agent came back on she said she would send me another email. This Email stated the same thing as the previous... that both rooms had been cancelled for the second night and that the rate had risen $20 per night. I called again and this time I was put on hold for 45 minutes. I was told and E mail would arrive within the next 4 hours... I hung up the phone and contacted Park Vista directly and they confirmed my rooms, gave me a confirmation and did not charge the second party additional charges because I had cancelled my second night. Book with Hotel or Motel direct unless you want to get a customer agent who can not speak english and does not care what the outcome is for the customer.

I had the worst experience with this "company." They refused to refund my money after a hotel could not accommodate a booking I made through hotels.com I called them internationally and spent 20 minutes paying $1 a minute trying to fix this. Their rep was rude and interrupted me. I heard back from them via email a few days later but when I replied asking more questions, they ignored my email! This is not a good way to do business! I will never use their site again after the way this was handled. I understand issues come up, but they need to appropriately handle issues especially when a customer is on the other side of the world with no hotel to stay at and to make matters worse, no way to get their money back. Reporting them to the BBB and filing a charge back with my credit card! For anyone that reads this, they get charged a fee every time a charge back is filed, so even if you end up losing, they will have to pay a fee!

I called to ask for price match with SPG offering since SPG price is cheaper for the same hotel, and it took me 25 mins on the phone with the customer service and she still could not figure out, so I just hang out, waste of time.

Also, on their website it still offered to me $20 Uber coupon on 6/14/16 when it clearly says on the coupon it expired on 4/30/2016, hotel.com, please clean up your website and keep it up to date. Poor software development team!

Beware of them do not adhere to the terms of booking.
Reservation number: 129 952 851 610.
I've booked Hotel on May 27,2016 had access to the hotel June 28,2016.
I've revocation on May 27,2016 ie before arriving the hotel the entire month.
They have refused to return the money.
I contacted them a lot, but they refused to return the money.
When you book the hotel in conditions that booking refundable, but they did not abide by the conditions.
Beware of them they do not adhere to the conditions.
They are thieves, for money I advise you to look for a reliable site best of them.
There are authoritative sites accept booking by PayPal I think is the best in order to save money.

You suck, suck, suck! My husband booked 5 hotel rooms for a State Championship. Called in advance to verify and no booking at EVER been made and the hotel was out of rooms! Hotels.com told him to make a reservation at another hotel and they would give him the same rate - no, no, no! Never happened! We got charged from hotels.com and the other hotel! After no kidding probably 10 calls to hotels.com and each time stating it would be resolved, it never was. After 2 1/2 months we had enough. Called our credit card company and reported fradulant charges!

I have just called them about my issue with my rewards. Booked two rooms and didn't get my night rewards. Why? The agent said that because I used a promotional code! First off, the promotional code is from them, she was saying they have policy that if i used a promotional code i wont get a credit/reward which was the site didn't let me know before using it. 2nd when I was talking to her she seems not listening and just waited for me to hang up. I asked her if she could atleast get one reward because i booked 2 rooms she said she couldn't do anything for me! Beware of this site, It's better to book a room directly to the hotel, hotels.com has $10 additional price compared to the hotel. I had proven that with my last stayed.

Over book rooms! Which they did and was inconvenient. I was sent an hour out of the way to a new room only after waiting 2 hours at the hotel and on the phone with your LACK of customer service for over an hour. I have screen shots to prove it! Then when I was given another room it was over an hour out of the way in another direction away from
Where I needed to be for my Brother's Funeral! I was sent an hour out of the way in a rain
Storm putting me in a room finally just before 4am! So not only did I have to go out of my
Way because you messed up, but I almost got in a wreck, and got no sleep! I then called for a refund and was given a run around! Next time I will book the room elsewhere! Oh, and trust me I have let everyone know why I almost miss the service for my own brother, and will not recommend you EVER! I got 5 hours of hell for 3 hours of sleep. I could have just saved my money and time and slept in my car!

This has to be the worst hotel website that I've ever had the displeasure of encountering.
I was trying to book a short break for my childrens half term break. I booked a very small hotel park in what I thought was Hastings, Sussex, England. As I got the confirmation through I made the horrifying discovery that it was a place in Hastings, New Zealand.
Within minutes I cancelled the reservation and then was told by email that I would be charged 50% of the entire booking fee. This came to £221.55p which has come out of my childrens holiday money's.
I have tried for over a week now to beg and plead with them to refund the whole amount.
I was told after this time that they will still charge for the reservation and they cannot refund my moneys. Their cancellations procedures are extremely odd.
So I say to all of you this, personally try everyone else other than this company then you wont get caught out as I did. I'm having to fight them through Paypal.

Just to add, this is company is tied in with Expedia Inc. So beware!

I was asked to sign up for their email list and I would receive "$50 off my first booking". Once I received the voucher it stated "$50 discount coupon won't be eligible for Hotels.com Rewards nights and most major chains are excluded". I printed out the list of over 500 hotel chains that wouldn't take the voucher. But I was determined to use this so I found a place that wasn't a chain and then when I booked I couldn't find a place to put the promo code but I figured I would call customer service as I was booking the last room in the hotel (or so hotels.com said). When I did call them I was on the phone with customer service for 30 minutes and they stated I had to spend at least $350, I told them I felt mislead and I got one of those non sincere apologies. All they had to do was give me what they promised and I probably would have been a customer for years. I canceled the reservation just out of principal. Stupid marketing and moronic customer service!

I made a reservation for a 3 bdrm villa through Hotels.com. They took my deposit and I was all booked. When my plans changed and we couldn't check on the date that we wanted to, I called to change the check in date and the told me they could not do so because there were no available rooms to change my date. UMMM? If I already have a room, how it is that you don't have any available room? I asked to speak to a supervisor because the dumbass that was helping me, first, spoke barely any English so I couldn't understand half of what she was saying and second, the junk coming out of her mouth was just annoying. The supervisor was even worse! I will never book with this website again. I HIGHLY URGE EVERYONE TO STAY AWAY FROM HOTELS.COM. NOT WORTH THE HASSLE!