Hotels.comReviews 1,048

I feel as if one star isn't even low enough. I took an overnight trip for an appointment I had in another city and decided that it would save time and money to book through hotels.com. I booked the Hilton, which I've stayed at many times before and never had a problem with. After a long drive, I get to my hotel, extremely wiped out and ready to fall into bed. Upon check in, I am informed that not only has hotels.com NOT sent in our reservation (that was paid in full at the time of booking, AND a confirmation email sent to me), they have no more rooms available for the night. So, I called customer service to see what the problem was. A very nice foreign lady answered and told me that she would call the hotel, so she did and as soon as she got back on the line, she apologized and simply said that the Hilton that I had booked and paid for had no more rooms available. She then offered to call around to find a hotel with an available room for the night, and then hung up on me. I was then, at 10 PM in a grumpy mood, and had to call around asking if any hotels had a room available for just the night. Eventually, I found one, all the way across town from my appointment. After I booked a new hotel (over the phone with the hotel itself) I called hotels.com back, and another very nice foreign lady answered the phone. She stated that they can only give me a refund of my hotel booking price for my troubles. This entire site is scam, don't ever use it. I never will again and I will make sure everyone knows what a scam this website is.

Hotels.com is okay if you never have to deal with anyone on the phone. On the phone, you will be met with total incompetence. Twice I have called with an issue--not a big one, mind you, more of a question--and both times they took a simple task and totally screwed it up. They told me they would price match and didn't (said it would show up on my credit card) and they told me they had applied a free night but didn't. When I called to have the free night applied they said they couldn't do it after the fact. When I asked for the price match, they said I had to have a screen shot from the webpage where I saw the lower price. But by the time I learned this, there were no rooms available so I couldn't do it. I have used them long enough to earn a few free nights, but once I claim my last free night, I will find another site and dump them. THEY SUCK at customer service.

I got suckered into thinking I was getting a deal by picking the stars of the hotel I wanted to stay in and not the actual hotel. I picked a 3 star, they gave me a 1 or 2. On the website, they list what a 3 star is supposed to have: comp breakfast and a fitness center to name a few. The hotel they gave me had Wi-Fi but NO other amenities. It was noisy and with the exception of a couple of people, the staff was not friendly. I checked other websites and this is the only one that has it listed as a 3 star. The others have it listed as a 2. I will never do that again!

The problem with hotels.com is if you have a mix up, they are COMPLETELY unhelpful. The customer service must be one of these foreign call centers. Everyone sounded Filipino. While there is nothing wrong with that, there was no way to connect with anyone in charge and the accents were very hard to understand. I finally was transferred to a manager and she told me she could not cancel my stay without a penalty because the hotel wouldn't allow it. I called the hotel directly and they stated they had no problem canceling the stay. I was never able to get the manager at Hotels.com back on the phone. She just hung up. Be very careful using this website. You pay hotels.com directly, not the hotel, so hotels.com has all the control of the money

Worst booking site ever. Didn't inform me during the time of booking about the fact that the hotel charged 50% of my booking. Found out about this only after cancellation. I sent countless emails to them and called them, but they only repeat the same answer forever: that it was the hotels policy. Fine, but why did they not know about this at the time of booking? So why book with hotels.com in the first place? If they inform you only after the cancellation about the charge... Absolutely horrible experience. Don't know what to do anymore? Maybe a lawsuit against them would help...
So, my advice is NEVER BOOK with hotels.com. Try to contact the hotel directly.
And of course, hotels shouldn't work with them either, if they respect their clients.

DO NOT USE HOTELS.COM. Not worth it... We booked one room for 4 people for 4 nights in los cabos mexico. The agent told us since we were paying with 4 credit cards it would be easiest to have each person pay for one night. We received our first confirmation and it showed 3 people so we asked the agent and she said it was four people. We called to confirm our reservation and they still showed it as 3 people and we would have to pay to add a 4th person!? We have to change rooms each night as well! HORRIBLE CUSTOMER SERVICE by LUCY and NATHAN. Said there was nothing they could do even though it was their agents fault.

I made a reservation with them, but was never emailed the reservation number. When I called, they were unable to find my name or reservation anywhere, yet my credit card was still charged $250. Getting through to a live person is nearly impossible, each time I called I needed to wait for an extended time. I was asked to fax the information, I did, and they never followed up on it. Never, ever use this website, their customer service is horrific and their staff is incompetent. I am still working on getting my charge reversed.

I would never use this site again. I booked a hotel in CT and it was disgusting. The carpet was stained. The smell was awful. I had to check out. So before I checked out I called customer service at Hotels.com and told them I was checking out because of room. Hotels.com told me they wouldn't credit me for the room even if I was to book with them for another room. They were happy to try to talk me into booking another hotel but not to credit me for the bad one. I decided to book on my own.

Very bad experience with this site:

I chose an accomodation on this site because I really wanted a relaxing week end: swimmigpool, restaurant,...

What a surprise, when I arrived there, no swimming pool, no restaurant. The hotel NEVER gave any information of this type to hotels.com, who simply added these information to get more reservations. They are clearly showing deceptive and misleading informations on their website in order to mislead consumers and get more reservations.

I strongly recommand you to go directly on the hotel's website to place your reservation!