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Fraudulent Use of My Creditcard From Their Website.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FEDERICKSBURG, VIRGINIA -- This Hotel would not refund my money back. Hotel.com and Comfort Inn/Suites confirmed my stay and didn't even book this hotel. I went on Hotel.com site and check for rates. I did not book this hotel. I am a member at different Hotel memberships. I had my card saved in on this website. Someone bogusly reserved these rooms. If I booked these rooms I would have received a comfirmation or text message from Hotels.com. I called the hotel directly on Warrenton Rd. Fredericksburg and they stated that it was confirmed that I had book some rooms. But I never stayed at this Hotel. You would need to contact Hotels.com because they are the booked this reservation.

Called Hotel.com/Expedia and she stated that the hotel directly would have to refund your money. Ma'am you both are playing games with the customer. I spoke with escalations at Hotel.com and he lied the enrtire time about a confirmation,. They sent a confirmation email that we never received and didn't book while I was discussing this on the phone. I stated to him, "Sir you just sent this confirmation. It shows that I never booked with you all." I said, "You just said you sent an email confirmation and then you said that wasn't you. I just caught you in a lie." He then started apologizing but wouldn't give me a refund. SHAME ON YOU HOTEL.COM AND COMFORT INN/SUITES FEDERICKSBURG, VA.

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Cancelled Hotel Reservation & Subsequent Activity
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I made a reservation in a Denver hotel for June 28 several weeks in advance through Hotels.com. On the day I was supposed to check in, I got a text message at about 1:47 pm, asking me to contact Hotels.com immediately about the reservation, saying it had been cancelled. They said there was "a plumbing issue" at the hotel, which is supposedly why my reservation was cancelled. I had 2 people from out of town with me (our travel plans had been made weeks in advance), so imagine how I felt!

Hotels.com said they would help find another hotel but they quoted a $900 price for a room, which was $600 more than the room I had originally reserved several weeks prior. I told them I would NOT pay more than what I was told I would be charged for my initial reservation ($365.00).

At first, they said they would not pay the difference, then they said they would. I had a slight problem with my credit card but called Hotels.com about 2 hours later to confirm validation of my card & they proceeded to make the reservation at a new hotel. I kept telling them I would NOT pay more than the $365.00 I was going to pay for my original reservation, then the Hotels.com representative said they would cover the costs, that it would not cost me anything. This was after about 2 hours of non-stop phone calls (and the agent was difficult to understand because of a language difference).

So I was ecstatic thinking the all the phone calls, constantly being put on hold, worrying if me & my 2 guests had a room that night, might have been worth all that hassle. Remember, I was told at the end that I would NOT be charged, that they (Hotels.com) would cover the cost.

When I checked out of the hotel the next morning, the hotel representative said I didn't owe anything, that the charge was "covered." So, imagine my shock when I found a $365.00 charge deducted from my account a few days later! I would not be so upset if Hotels.com had not told me they would cover the cost but they did say they would cover it but they DID charge me $365.00! Needless to say, I am cancelling my membership and will NEVER use them again!!! You don't tell a client you will cover their cost (for whatever reason) and then don't cover it!!!

The hotel we were booked in at the last minute was sufficient & fairly clean and had free breakfast and parking, which were nice amenities. And the staff was very nice. But Hotels.com address for the facility takes you out into a neighborhood near the Denver Airport but it is incorrect!!! I had to call the hotel directly to get the correct address!

All I have to say is that Hotels.com is a rip off & should be put out of business!!! THEY (not me!) cancelled my original reservation, then they tried to book me into a hotel that cost 3 times what my original reservation would have cost, then they promised to cover it, but then did not and still charged me!!! They have horrible business practices!!! DON"T USE HOTELS.COM!!!

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Terrible Customer Service & Outright Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I am a regular Hotels.com user and I will NEVER use them again… BEWARE

We used Hotels.com to plan stays for our trip to Russia, Belarus, Lithuania, LaTVia & Estonia. When I found out that one of the hotels booked was far below the standards of a hotel you would want to stay in, I went online to cancel (we were within the cancellation period). Unfortunately, Hotels.com “Your Bookings” area of the website was down. I proceeded to use chat to try and cancel. The representative on the chat told me that section was down for them as well and that I would need to call later to cancel, but that our request was logged in the chat. I went back into Hotels.com and booked the correct hotel and moved on.

When I called back to cancel I was told that it was outside the cancellation policy and that Hotels.com would call the hotel and see if it would be ok, to which the hotel rightfully said no. Hotels.com told me there was no record of their site ever being down, or of me having a chat, but that when I was back in the US I could call up and have them look into it.

Back in the US, I called to request the refund. I was again told that their site was never down, and that the hotel said no, so I was out of luck. After some arguing about this, the representative said “let me get my manager”. After a brief hold, the manager got on the phone – with the exact same voice as the representative – and stated that he would take the confirmation number from the reservation and have their investigations team search the chat logs from that day and find my conversation, and that they would get back to me in 24-48 hours.

4 weeks later and still nothing. I called again and was told all the same stuff – that their site wasn't down and the hotel said no to the refund. I asked them to escalate the call more than 10 times during the 45-minute call, which never happened, though I was placed on mute for 10 minutes without notice before being told that their site was never down and I was wrong. Finally, after more arguing, the representative said they would get their manager – again, they had the exact same voice as the rep, so I'm thinking there is no such thing as a manager, but rather a really shady policy for customer service. The manager proceeded to ask me full details about what happened, then hung up on me.

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Liars and Thieves
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

1992, TENNESSEE -- My brother booked a hotel through Hotels.com for the last night of his honeymoon. His wife ended up in the emergency room, so they cancelled the reservation 3 before reservation date. I called the hotel to help my brother while he and his wife were in the hospital and the hotel assured me that they would be refunded with no penalty, but that since they booked with Hotels.com, that would be who gave us the refund. For 7 HOURS I called the hotel and Hotels.com trying to get their refund. Hotels.com kept denying the refund saying the hotel was denying our refund, when multiple times by 2 different managers of the hotel, I was assured that they had no problem with the refund but that only Hotels.com could award us the refund. For 7 hours and speaking to several managers of Hotels.com, they kept denying it and blaming it on the hotel. The reservation was cancelled days in advance and the hotel told me multiple times they had no problem refunding. Hotels.com would not compromise a d kept saying "no the hotel must approve it and they won't", which was false since I was told many times that they would. So thanks to Hotels.com and their poor ability to handle customer service, and incompetence in understanding facts given to me personally by the hotel managers, and absolute unsympathetic concern for the overall reason of the unpredictability of the cancellation, my brother was charged for the hotel stay while instead he was in the emergency room. Don't use Hotels.com, because even if you cannot make it to the hotel because of an emergency or even death, you won't get your money back, EVEN IF you cancelled DAYS in advance and have Emergency Hospital paperwork to prove you could not be there. My whole family and I will no longer be using Hotels.com EVER AGAIN. DO NOT USE HOTELS.COM!!!

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Hotels.com Write to their Board of Directors and CTO
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

POTOMAC, MARYLAND -- The story is a simple one... made a reservation, cancelled the reservation weeks before the deadline but... was charged for the 3 night stay anyway. Called Hotels.com again and this time spoke to Melvin and his supervisor. The supervisor began interrogating me.... Had I made the reservation? Did I have an email cancellation?...then after a few more hostile questions she says... "Oh do you mind if I ask you these questions? etc."

On a previous call this supervisor told me that this hotel didn't give refunds. Now the story has changed. They want screen shots of my credit card bill, more copies of the cancellation email they sent, and they want to see the cancellation policy printed on their email!

Seems like I have to do a bunch of work for their mistake. Their phone skills are horrendous. So, now is the time to contact some board members... The negative YELP reviews are abundant. Should I Go online and get the director of Customer Care for Hotels.com phone and email. I'm pretty sure they don't care at all about the average person's experience and the sloppy work at Hotels.com.

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DON'T RISK YOUR MONEY!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DO NOT RISK YOUR MONEY! I made a reservation and within 10 minutes cancelled. The website said a deposit was required for a December 2020 stay. Yet, when I logged on to check my credit card, Hotels.com charged the entire stay (nearly $6,000.00) to my account. So, with the "free cancellation" that they offered I cancelled. They haven't refunded the amount to my credit card and are using COVID-19 as an excuse to delay. When I spoke with Hotels.com the "customer service" representative said it would take at least 30 days (first he said 35) for them to supply the credit. They are holding my money and therefore I can't make another reservation. I have filed a dispute with the credit card, will take the appropriate steps and will never use them again. BUYER BEWARE!

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Unavailable
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

An event we were planning to attend was canceled due to COVID-19. I have been trying to speak to a live person for 2 days without success. Now I can't get to the online chat either, where I also could not talk with a live representative I want to transfer the reservation to a hotel in the same chain in my home state or get credit for another trip. I am not asking for a refund since it was not a refundable reservation. But I think some compensation should be available since it is out of my control. Unless I can get to someone and get this resolved I will not use Hotels.com again.

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Worst customer service I ever deal with in my life
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DALLAS, TEXAS -- Been using Hotels.com for many years. First time I ever have problem with them and it's the final time I will ever use them.

I was booking a room on their app for my last minute business trip. Booked with my work email, after I click the final step to book room App got an error and quit my booking. Since I booked as guest, there's no information anywhere.

So I rebook with my personal email, since I have account with them. After everything was all done, I was double booked for the same room and same duration. So, call them to cancel 1 reservation. But I was told they have to charge me for 1 night penalty (within 24 hours from checkin). I talked to many representatives and managers, everyone stick to the same story. "We don't care what happened, you cancel within 24 hours we're not giving you full refund".

Finally I though I got someone that would help me. He said he'll ask the internet booking team to check on my first booking section and get back to me within 48 hours by email. It's been 4 days and now that they have my work email, all I get from them everyday are marketing emails.

Wish I can give negative stars

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Advertisement
BEWARE OF "BONUS NIGHT COUPONS" 'REWARD'!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST CATHARINES -- After having an extended stay (over one month) at one of Hotels.com's listed hotels I was sent an email saying that I am receiving a 'BONUS NIGHT COUPON'. Naturally, I thought I was being rewarded with a FREE NIGHT, however, after trying and trying to book and after calling their customer service department (speaking to 4 different people and being disconnected in between and spending over 45 minutes of valuable time) I ended up being told that this is a 'credit' that can be used toward the '10 credits needed to apply for a free night'!!! WHAT A CROCK AND WHAT A TERRIBLE WAY TO 'REWARD' A CUSTOMER!!! I AM A 'GOLD MEMBER' WITH THEM AND WILL NEVER BOOK THROUGH THEM EVER AGAIN. BE WARNED.

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Hotels.com Customer Service Is the Worst! Stay Away, Better Options Exist.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I lost over $600 of saved rewards after 50+ stays through Hotels.com. A 2016 Forbes article provides misinformation about Hotels.com regarding their rewards - if you don't book and stay at a hotel through Hotels.com, you will lose them. So, I had to deal with their customer service which is like talking to an android with standard response, they don't care about customer loyalty, or anything but making money - yours!

This is when I discovered many users of Hotels.com have been burned in other ways, and a lot of unhappy consumers. So I dug a little deeper to find it is owned by Expedia group who also owns these companies to avoid like the plague: BedandBreakfast.com, CarRentals.com, CheapTickets, Classic Vacations, Ebookers, Egencia, Expedia.com, Expedia Affiliate Network, Expedia Local Expert, Expedia CruiseShipCenters, Expedia Global Partner Solutions, HomeAway, Hotels.com, Hotwire Group, Orbitz, Travelocity, Trivago, Wotif, ALICE.

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Hotels.com Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 61 ratings and
120 reviews & complaints.
Contact Information:
Hotels.com
10440 N. Central Expwy., Ste. 400
Dallas, TX 75231
800-964-6835 (ph)
214-361-7299 (fax)
www.hotels.com
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