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Hotels.com Reviews Summary
The overall reputation of the company reflects significant dissatisfaction among customers, primarily due to its customer service and booking policies. While some long-term users appreciated the initial value and rewards system, recent changes have led to frustration, particularly regarding the loss of rewards and the ineffectiveness of customer support. Common complaints include poor communication, unresponsive service, and issues with misrepresented hotel listings. Customers frequently reported feeling unsupported during disputes with hotels, leading to a growing sentiment that the company prioritizes profits over customer care, prompting many to seek alternatives for their travel needs.
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Unfair concellation policy - I made a reservation at 3 pm for an arrival three days in advance. They claim the only way to cancel the reservation was to cancel it three hours b-e-f-o-r-e I made the reservation. This is a fine-print shell game.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
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