Hotels.com Reviews 

We had to cancel a trip and the refund was processed as a gift card which we thought was fine as we would certainly use it.

How wrong were we! Go to make a booking using the gift card (£250 balance) but apparently the card balance is £0 without us using it.

Trying to speak to someone is impossible it’s all done through webchat or email. Finally after months of back and forth someone calls us and assures us the card has its full value and ready for use.

No no no we try to book a hotel a month later and same again £0 balance.

Again back and forth to the point where the customer service agent believes the gift card team are fraudulent!

I’m losing hope of ever seeing this money back.

*******Update*******
After the Hotels.com reply below I visited hotels.com helpcenter link (again) and still no use! No one seems to want to help or seems capable of helping.

I'm now of the opinion that booking directly with hotels although more expensive will be alot less stressful

I misunderstood a family member's text message regarding the booking for the upcoming family trip. I booked the Hotel via Hotels.com. Our family member called later to say they booked the room for us at the Namaste Dawsonville, Ga. I told our family that we had already booked through Hotels.com. They then told us no, we shouldn't have booked the Hotel because they would handle it and cancel the reservation. I tried to reach a rep by phone, but the AI agent wouldn't let me speak to a live person until I canceled using AI. Once I reached a rep, he said it is best to call and schedule our reservation with a live person rather than use the website. The rep acted as if he was working with the Hotel directly to get our issue resolved but failed to connect with a manager. The front desk person said the manager was not in and that we should call on Monday to resolve the issue. At 6:30 am this morning, we received an email saying their decision stands. Therefore, Hotels.com and the Hotel will both be paid twice. There will be no issued refund. Also, the Hotel is pretending they don't see my original reservation and keeps saying the manager isn't at work. I stopped using third-party services years ago, and I don't understand why people are still using them.

Hotels.com rates were significantly higher than the rates available at the hotel (EUR 80 higher per room per night) - I wanted to get in touch with customer service to raise this but got lost in very ill-designed chatbots, endless loops and no email address available. There was simply no way to reach the company- very frustrating!

Booked and paid in full back in March for 3 night stay in October, last night received and email saying price was wrong and you can either pay an additional £412 or cancel. Provided dedicated support telephone numbers, after 8 attempts to speak to someone as continually cut me off, was told cant help you and send an email. Will never use again, book with these at your peril

What a nightmare company. I wanted to book a Doubletree hotel stay but mistakenly clicked on the wrong Doubletree hotel. I realized my mistake immediately and "chatted" to tell them to move the reservation to the correct Doubletree. Countless online chats, emails and phone calls (mostly with people I can't understand and wouldn't tell me their names and wouldn't let me escalate to a supervisor) and they will not do this. They will not make the change and I can't get my money back. I advise anyone who uses this website to use it only for information purposes but then go to the hotel directly to book. The hotel is telling me they have no control--only Hotels.com can fix this and they will not. I would think there were some protections for misclicks online that are discovered same day.

Hotels.com is a good app to look for hotel prices. However, their "travel protection" service is a scam. I purchased the travel protection for a hotel stay and had to cancel for heath reasons. You need to submit lots of documents to file a claim. The claim goes into space and you wil never hear from their travelguard service. I tried to follow up on their website and the claim does not exist. I called their 800 number and they forced me to leave a message because of " high number of calls". Do not waste $ buying the protection plan!.

Since they did not receive an update from hotel authorities the refund was delayed. They have reached out the hotel and got the cancellation refunded.

Got doubled booked. Then I called hotels.com and the guy said he could refund once he confirmed with hotel. Puts me on hold to call hotel and he did not know I was standing at the front desk with hotel manager. He gets back on phone with me and said he could not get hold of anyone but that was a lie as we were standing there at the desk. So I asked for him to call back and it worked.

I managed to book a hotel room which I do not remember clicking on to add members discount. It must have been pre selected in advance. The issue I have is their invoices are a waste of time and useless as they do not add up when the membrers rate is included. For example, their Invoice will give a rate for the room, and an amount for VAT. The issue is the invoice does not show everything so the hotel nightly rate does not match the tax shown on the invoice. They need to provide an invoice that adds up. Nightly rate, members discount and the tax so the invlice balances. For business if you uploaded there invoice it would be rejected as the room rate and tax on the invoice do not add up the total amount . They need to correct this and supply an invoice with the nightly rate, tax and members discount so it balances. OK if there is no members discount but when there is the invoice is wrong and of no use.

Hotels.com thank you for your reply 31 August. In regard to you reply asking me to contact your customer services already did this yesterday a total waste of time. I need a proper invoice where room rate , VAT, and discount is on the receipt not an email with a breakdown that is uselss to me. To submit this invoice in its current format would be rejected as it is not accurate.

DO NOT use this platform to book a hotel especially in Canada. Even though they quote you on Canadian the charge you in US funds!!! Buyer beware support is horrible
I reached out to support they were unhelpful said nothing they would do!

Issue with their app and process caused it to book for one guest instead of three.

When I contacted them to get the issue resolved, I was told I had to pay extra for their mistake.

Basically, they don't want to know after you've made a booking, even if the mistake is theirs

I'd recommend going directly to the hotel you're trying to book and use a search engine or maps to find and compare hotels.

Be very careful booking through Hotels.com. We booked a hotel in Dubrovnik and paid thousands of dollars. At the time we booked online, it was not clear to us that the reservation was completely nonrefundable and offered virtually no flexibility.

When a family matter came up and we could no longer make the trip, Hotels.com told us to contact the hotel, and the hotel told us to contact Hotels.com. Neither would help. We even asked to transfer the reservation to someone else, and that was refused as well.

We understand that rates can have restrictions, but those restrictions should be made extremely clear before someone commits thousands of dollars. This experience was frustrating and disappointing, and we would be very cautious about booking through Hotels.com again.

Used Hotels.com for years but never again. Was already staying at a hotel and tried extending my stay. Made the booking and accidently added the wrong date. I was stood next to the hotel manager at the time of booking and he immediately reimbursed Hotels.com so I then rebooked for the correct date. After several emails, phone calls that have lasted well into the hours as opposed to minutes and dealing with staff that cannot make a decision, I have given up trying to recoup my monies despite Hotels.com being paid twice now! Hotels.com you can keep it, our loyalties are now severed and I'm happily using your many competitors.

Further to your reply, I have already contacted through your help centre which should be renamed 'No Help Centre'. We're done!

Be careful , manipulations, chraters, nothing cheaper then another loke booki g, agoda etc. company who care about theirprofit, not clients

Pretty useless app in terms of anything other than finding a hotel. I booked a hotel via the app but had issues communicating with the hotel, so went via the chat room on the hotels.com app to get help. They were useless and uninterested. They merely gave me the telephone number of the hotel and said call them.
Whats the point of having an app offering customer service etc, but when the chips are down they don't help. Absolutely pointless.
I'll be deleting the app as soon as possible. A waste of space on my phone.

Absolutely awful company! Stayed in the worst hotel and provided proof. Although we tried to rectify this ourselves by speaking to hotel staff - useless btw. The hotel lied and denied this so hotels.com refused to refund.
Do not dare comment on this review and ask me to contact you as you are impossible to contact!! Cowboy outfit

Terrible terrible company gives false Information about hotels on their website
Customer service is the worst I have ever experienced- they constantly lie and then try to justify themselves- truly this company should not be operating- please don’t use
In response to reply - I have constantly rang help desk but you carry on giving me false promises and continue to lie - ABSOLUTELY TERRIBLE COMPANY

Booked a hotel through them, personal details then became part of a data breach at the hotel I was staying at. Hotels.com were useless and tried to brush it off as a minor incident when it clearly wasn’t. Very poor customer service. Pains me to give them 1 star. Wouldn’t use again.

Extremely poor customer service. I messaged to talk about my hotel cash expiring and then not crediting my 10th night stay stamp fast enough so I could book my stay in Hawaii. They were not able to extend the hotel cash or expedite my stamp. The customer service supervisor Marz was caught lying about their policy, stating the stamp could take up to 7 days to appear when that’s completely wrong as per their policy.

I’ve been a Hotels.com member for years and they have no loyalty to their customers. They provide no resolutions, just say they can’t do something. Avoid like the plague.

I am writing this review from a different email address to the one I use

What a horrible place to schedule a stay. These people said I would have protection hit they straight up lied. I think everyone needs to know hoe awful these people are