Hotels.comReviews 1,048

THEY LIE! Our only request was for a hotel with covered parking since a hail storm was forecast. They assured us that several times that our hotel would have that -- it did not. So we cancelled the reservation in person at the hotel one hour after booking it. After we were charged for the room, we complained and the customer service rep. At hotels.com said there was nothing they could do about it. Well, we can do something about it ------ NEVER USE THEM AGAIN!

Horrible, horrible, horrible- we had a confirmation through email. Yet, when we reached the hotel we were told that there is no reservation! We kept calling the phone number on our reservation and the call would keep getting disconnected. After an hour of frustration, we just paid the rack rate for the hotel because we had been travelling since 4:30AM and we were exhausted.

Later, hotels.com admitted that they had failed to communicate the reservation to the hotel. They refused to do anything to remedy the situation. We had to pay rack rate, just because we were so tired.

The supervisor at hotels.com was an idiot. They have no concept of customer service. Would never ever, ever recommend this company to anyone.

I booked a room at an airport through them as a back up in case I had a missed connection. If you book with hotels directly you have through the afternoon of that same arrival day to cancel. Hotels.com rep said that if you don't cancel a minimum of 24 hours in advance you get billed anyway. Their solution was that I give the room to someone else to stay there! How would you like to be staying in a hotel and have the person in the next room not the legitimate guest? Apparently Hotels.com has no concern for traveler security! I cannot recommend that anyone use them. The costs of this one situation completely outweigh the small savings they provide and there is certainly no quality customer service when you try to reach them directly. In addition, when you use Hotels.com as your booking agent you are looked at as a second quality guest by many hotels since you didn't book with them directly. I find that most of the time major hotels have rates they can get you that are close to whatever "discount" rate Hotels.com can manage to come up with.

Called the 800 number and told them my ONE and OLY criteria was that the room had a jucuzzi tub in it. I was told that the Ramada in Carlsbad had a 1 bedroom suite with a jacuzzi. So I Packed my stuff up, drug it to the hotel, checked in and went to my "jacuzzi" room. Suprise NO JACUZZI.

I was taken for a fool and when I called the 800 number back it appeared that this was standard operating procedure for them. The old BAIT and SWITCH.

hotel.com's 800 customer service center is in Central America and does not stand behind their word.

I cannot express what a scan and disappointment it is to see that EXPEDIA is also now partnered with them and they are monopolizing the market and making prices non-competitive with this partnership of POOR bed fellows.

CUT OUT THE MIDDLE MAN and CALL the HOTELS DIRECTLY. You will get a better price and the TRUTH about the facility.

Thanks Angie and Jolio for your less than HONEST service.

I booked a hotel with a one night deposit, fully refundable. My credit card was charged immediately. When I cancelled two days later, i received a confirmation email. It is now weeks later and I have not received a credit on my credit card. When I called over the course of a two day period, I was connected to their customer service in the Phillipines who always claimed their computers were down. When I tried the US based booking agents, they claimed for two straight days that the supervisor was in a meeting. I have finally gotten American Express involved. DO NOT USE THEM!

We double booked the Hotel Omni in San Francisco in October 2013 and requested it be cancelled and sought a refund from Hotels.com, we did this 3 times before I arrived at the Hotel in December 2103. I was advised it would be paid out within 24 hours. A week later we called and were advised it would be sorted within the week. We tried again a little later, again it will be sorted within 24 hours. I arrived at the Omni Hotel in San Fran in December and asked them to assist.

The Hotel cancelled the double booking and said I was due for a refund and should work with Hotels.com and they would sort it out. The Hotel were happy I owed them nothing and they were not out of pocket. I contacted Hotels.com and advised again in January 2014 that I would get the refund within 24 hours. Still nothing. We are now threatening legal action. The problem is we cannot locate who is the owner of this company so we can pursue them. We have kept accurate records but they are just being bloody minded. This company has acted very badly and I have to expend much time and resources chasing them for $500 USD which is highly irritating.