Hotels.com Reviews 

I am writing this to warn everyone about the toxic combination of Hotels.com's buggy application and the absolute greed of Robertas Society hotel.

​Early on a weekend morning, I urgently needed a room and searched for a booking on May 30th. Because it was after midnight, the Hotels.com app automatically glitched and shifted my selection forward to June 7th without any clear warning. When I realized the error and had to book another room immediately just to get shelter, the hotel staff at Robertas Society refused to let me check in anyway! They claimed they do not allow check-ins after midnight and forced a 15:00 check-in time for the next day.

​Because of a broken date-algorithm in the app and the completely rigid, heartless rules of the hotel management, I ended up paying over €102 for TWO completely wasted reservations. I had no choice but to take a 7:00 AM train back home with nowhere to sleep.

​When I contacted both parties immediately to fix this obvious mistake, they just pointed fingers at each other. Hotels.com blamed the hotel, and Robertas Society hid behind "third-party policies." To make it even more insulting, the app then demanded an additional €134 (1,000 DKK) just to change the date of the mistaken booking.

​This is absolute corporate theft and a total lack of basic human understanding. Hotels.com has earned a deleted account, and Robertas Society has earned a permanent skip from me. Avoid both at all costs.
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​UPDATE: I followed your instructions and went to your support channel as requested, but it is just an automated chatbot that completely ignores the issue and states nothing can be done. I am not going to waste more time fighting a robot. Please have an actual human being from your specialized team look into case 72074952334731 and contact me with a real resolution, or this 1-star review stands.

Hotel we chose was already booked. Offered up to 30% as compensation. Never got a confirmation of the other hotel we booked.

I had a very disappointing experience booking through Hotels.com.

I stayed at The Tower Hotel, by Thistle in London for 7 nights, and the hotel did not meet 4-star standards at all. In fact, the property was clearly not as advertised. The condition of the rooms was significantly below expectations and did not match the photos or descriptions provided on the Hotels.com website.

The rooms were outdated, poorly maintained, and unclean, with multiple serious issues including broken facilities, hygiene problems, and lack of basic amenities that would normally be expected in a 4-star hotel.

I raised these issues during my stay, but they were not properly resolved. Even after changing rooms, the same problems continued.

I also contacted Hotels.com and provided full documentation, including photos and detailed explanations. However, the only compensation offered was a small voucher, which does not adequately reflect the severity of the situation. Despite further follow-ups, they refused to reconsider.

Overall, this experience was both frustrating and disappointing. The hotel quality was far below what was advertised, and the handling of the complaint did not meet expectations.

I expected much better transparency and customer support from Hotels.com.

Never going to book my hotel on this platform. They don't care about refunds or providing you any support. Will switch to other platforms in the future.

Dear Hotels.com Customer Service,

I am writing to file a formal complaint regarding my recent stay at Rigoletto Rental Rooms (booking number 72067121017389, October 13–16, 2025).

Unfortunately, the room was in very poor condition upon arrival:

Several items in the room were broken or damaged
The room was dirty and had clearly not been cleaned properly
There was a strong sense of humidity and dampness throughout the space

Due to these unacceptable conditions, we decided to book another accommodation through Hotels.com instead. We therefore expect a full refund for this booking.

Please confirm that you have received this complaint and advise us on the next steps to obtain a refund. I can provide photos or other documentation if needed.

Thank you for your assistance, and I look forward to your prompt response.

Best regards,

Simon McKennell Simonsen

Booking reference: 72067121017389

Several reviews deleted. Completely unacceptable.

Hotels.com - does not refund the bonus nights. Everyone shall watch put when booking the bonus night, even when you mark in the booking they are not deducted and you are charged a full amount. Afterwards it is not possible to roll it back. There is no help from the staff and all goes via chat. The whole system is design to cheat. Therefor better to book hotels directly and let people earn their part without such dishonest intermediary.

We booked one night at B&B Hotel Bremen-City 27–28 July 2025 as the final stop on a birthday trip for our 12 year old son. Instead of ending with a nice shopping day in Bremen, the hotel turned the evening into a disaster.

Upon arrival, we entered through the dirty and very small parking garage and took the elevator to reception. There were no staff present, no visible emergency contact numbers, and no check-in instructions anywhere. We had never received any emergency number or special instructions in our booking confirmation or from the hotel beforehand.

We tried every possible code we could think of at the self check in, but nothing worked. With no way to contact anyone, we were forced to leave without using the room and drive all the way from Assen (Netherlands) back home to Holstebro (Denmark) in the middle of the night, a dangerous and exhausting trip.

B&B Hotels refused a refund, claiming an emergency number exists but if you never provide it and it’s nowhere to be found on site, that’s useless. Hotels.com, where we booked, also refused any compensation, showing a complete lack of responsibility for a ruined trip.

We were left with wasted money, no sleep, and a ruined birthday. This is unacceptable service from both B&B Hotels and Hotels.com. Avoid them if you value reliability, basic communication, and customer support.

Expected a hotel – got a curfew instead!

We booked a hotel through Hotels.com four months in advance, where it clearly stated that check-in was possible until 10 PM. However, when we arrived, we were told that 10 PM was actually a curfew – meaning we were not allowed to leave the property after that time.

This was a huge disappointment since one of the reasons we specifically chose this hotel so we could go out and enjoy the evening. As a result, we were forced to find another place to stay at the last minute.

When we realized the mistake, we immediately called Hotels.com. They fixed the incorrect information on their website within a few minutes, proving that they knew it was misleading. Yet, they still refused to acknowledge their mistake and denied us a refund of 2700 DKK for a stay we never got.

Not only did they sell us false information, but they also kept our money without providing any service. Avoid Hotels.com unless you're okay with losing your money due to their incompetence! 👎

i dont know if this is even legal.

There customer service is horrible. First you need to go through a few rounds with a chatbot until you can finally talk to a real person. Then apparently none of their customer service people can speak English which made the communication impossible, they dont understand my question because they told me their colleague will send me an email regarding the issue. But then I received the email, it has nothing to do with my question.
When you ask them a question, they act like chatgpt, they go into a certain fixed process like they starting checking my reservation number which I clearly stated that the question is related to I couldn't finish a reservation. So there is no reservation number at all but they start looking into it as clearly it is their "procedure".
Also be aware that the bonus night is not completely free to use. It depends on how much is the room but not how much bonus you have. In other words, it means that if the hotel room you book has a per night price less than the bonus amount you have earned, for example, I have a bonus night for 1000kr, while the hotel I am booking is 600kr per night, you will only get 600kr redeemed because the bonus only apply for one night. And you will lose the rest 400kr from your bonus. It can not be used in another time.

Hotels.com is part of expedia, which is an online travel agent. They are good at marketing, and they have a strategy of attracting customers through loyalty program. I became Gold member because i booked more then 50 night in a year. BUT, the reality is, it makes no difference. I have never experienced a hotel upgrading me, as they are supposed to do always if they have room in higher class. Its very difficult to reach customer service and you never know if they follow through, its an army of passive aggressive indian service workers who are reluctent or encouraged not to take action. I always Call the Danish service agent now, thats better, but slow

Absurdly expensive to book through hotels.com, much cheaper and better to go to the hotels page, if at all possible.

Is Hotels.com going down?
I was happy for many years…BUT OMG :-(
App is freezing on all my IOS platforms. They are all up todate. It is freezing when choosing room and payment.
I can not change my email on website and in the app.
No one to write to…no one to talk to….only chatrobot and phonerobot. No help at all. Maybe it is time fo look for other booking system.

Solid, hotel was good to go but no real support when I had a question. Found the info myself.

Hotels.com offers a wide selection of accommodation all across the world and reasonalble prices, but it comes at a cost:
IF ANYTHING GOES WRONG WITH THE SERVICE PROVIDED BY THE LOCAL HOTEL, YOU ARE LEFT COMPLETELY ON YOUR OWN!!!
And apart form this Hotels.com and the local provider in unity GLADLY TAKE MONEY FOR NOTHING - LITERALLY!
Here's my recent example (reservation no. 72051737216785) with HOTEL FIRST PLANETSTADEN, Lund (SE):

I was arriving late afternoon 27/12-23 after a 900 km drive in my car and my young daughter unwell with fever in the back seat.

The hotels.com homepage clearly states that free parking as a popular facility of the FIRST HOTEL PLANETSTADEN and this was one of the main reasons for my choice of accommodation in Lund.

Upon arrival I realised that parking was a complete chaos with no more spaces and numerous unhappy guests waiting in line.

The receptionist offered no help, guidance, directions (e.g. city map) or concern for the matter and just told me rather rudely to drive around the city to find somewhere to park on my own.

Unsuccessfully having circled the area for more than an hour in heavy traffic and knowing the strict Swedish rules for parking, I contacted the reception by phone about 19:30 and suggested cancelling the booking to find another hotel with more convenient facilities.

I was much surprised to be met with the demand of payment in full on the spot. No compensation offered such as a discount, a restaurant voucher or any courtesy at all with regards to the parking situation.

From here, the conversation even quickly escalated into a very unpleasant experience as I stated my dissatisfaction and questioned the fairness of this practice.

I was then:
- Threatened with legal measures regarding payment
- Accused of yelling at the receptionist earlier (I did no such thing with my wife as a witness)
- Addressed in a harsh, borderline to abusive language in a very loud tone of voice (almost impossible for me to deliver any message as I was constantly interrupted)

All in all a very unprofessional hotel staff appearance which I have never before seen during my +30 years of professional and recreational travelling.

I have contacted hotels.com regarding cancellation and payment, but they claim to be HELPLESS as long as the local hotel, FIRST HOTEL PLANETSTADEN maintains the demand for full payment.

WHY IS IT NESCESSARY FOR COMPANIES LIKE HOTELS.COM TO RIP OFF SMALL CUSTOMERS AND TAKE MONEY FOR NOTHING?!?

Why can't you just implement and respect fair practices towards your clients? You may have millions of customers all over the world, but guess what?
Each and every one of them has a name and made an effort to earn the money for the cost of accommodation which pays your salary!!!

Stay away from Hotels.com.
I have made more than 200 bookings with the platform, but the service has got so bad. And they are cheating with the prices and will not help people when the bookings fail. Instead the raise the prise of the booking.

I am writing to express my deep disappointment and frustration with the service that I have received from your company. I made a booking through your site for a hotel that ultimately did not meet the standard that was advertised. As a result, I was forced to book another hotel at a higher rate to ensure that I had a comfortable and safe stay during my trip.

I contacted your customer service team to report the issue and was promised a refund for the difference in cost between the two hotels. However, despite multiple calls and assurances from different agents that my issue would be resolved, I have yet to receive any money back from your company, even after waiting for over two months.

This experience has caused me considerable inconvenience and stress, not to mention the additional expense that I had to incur as a result of booking a new hotel at a higher rate. I find it completely unacceptable that I have had to endure this level of frustration and inconvenience due to the failures of your company.

As a customer who has used your services in the past, I expected better from your company. I am very disappointed with the lack of action and assistance that I have received from your customer service team, and I demand that this situation be rectified immediately.

I expect to receive a refund for the difference in cost between the two hotels, as well as compensation for the inconvenience that I have had to endure as a result of your company's failures. I will not hesitate to take further action if this matter is not resolved to my satisfaction.

iF YOU ARE CURIOS ABOUT THIS CASE, SEE REF NO: 111 048 058 AND ASK MARTHA !!

I AM NOT HAPPY WITH HOTELS.COM!!! I booked 2 hotels on my stay in the Philippines but contracted Travelor's stomach and cannot transfer to the new hotel that I booked. I CANNOT EMAIL to Hotels.com. You can ONLY CALL them, which is very expensive when traveling. I think they know that and deliberately make it difficult to contact them. They have already taken the money from my account and I cannot get a refund!! It's a very poor policy and a very poor service! The hotel I am supposed to move into told they would give me a full refund had I booked directly with them! But because I booked with Hotels.com, I cannot get refund!! Thus, there is NO ADVANTAGE to book with Hotels.com - only liability!! Now, no refund possible and only expensive phones calls to discuss a completely inflexible booking policy. So, my advice is to book directly with hotels and DON'T USE HOTELS.COM. You gain nothing, only disadvantage. It's just stupid.

Booked a hotel, received confirmation. Then we’re told that we requested an upgrade as they didn’t have space for one night. Wrote to say we will stay less nights and now they have cancelled the entire booking.

Incompetent is being polite.

Based on their rating I am not the only one that things they are bad

Hold jer væk fra dem !

Skylder mig 120 euro som kom!

Min Mail:

Hi

We finally found a new hotel, every thing was basically booked in the area, and we couldnt find hotels on the same level as the first we booked.
So we got no hotelroom with private spa and seaview.

But we walked from Pearly Hotel til Hotel Su, we paid 310 Euros for 2 nights, the hotel was fully booked, so we couldnt stay more than 2 nights.
The prices difference for the night from the 7th June to 9th of June is 122,97 euros.

We booked a night on Best western Khan hotel from the 9th to 10th of June, but the price was less than 93,5 euros for the night, so theres is no price difference for that night, the hotel didnt have any of the things that we where promised from Hotel Pearly. I dont have documentation on taxi, because they dont give any but it was around 10 euros from SU til Best western. (they dont take visa in taxis in antalya)

Due to the inconvenience we had with the hotel pearly not being finished and we had to find new places to stay, we chose to buy new flight tickets home a day before. We where supposed to leave antalya the 11th of June but we left a day earlier because
we felt like nomads when we constantly had to find a new hotel, and there was no hotels left with any of the things that our first hotel had.

Each night at hotel pearly cost us around 93.51 euros, and we bought flight tickets for around 186,86 euros on the 10th of june. I would like to know if Hotels will cover the difference between one night (from the 10th untill 11th of June) at hotel pearly and up to the price of the plane tickets? The amount is 93,35 euros?

I have a video of the last floor of hotel pearly, where the supposed room we where promised is visible. The video shows a room thats half done, with the floor and things not being done. Electricity-kabels everywhere and so on.
This trip was a disaster, its the start of the high season i Antalya, so being kinda homeless was terrible.