Hotels.com Arvostelua 

Shockingly bad, I was given gift cards which you have to merge onto one card as you can only use one per transaction. Their site very conveniently won't let you do it despite following all instructions. I reached out to customer services explaining and sent a screenshot of the error message. Had a reply asking for other details, provided same day..... still awaiting a response. I am now seeking legal advice as to how to get my money back. Feel like I have been SCAMMED!

First off don't ask me to contact you via help I'm still waiting for a reply for another issue from 1 year ago.

I've just booked a room at £82 only to be charged £113 absolute joke that you can't contact this terrible company.
I used to use them regularly but they have become the worst..

Booking cancelled.

Over to booking.com instead !

Thanks for your reply but still you have not offered a way of contacting you directly via a real human an AI chat bot !??

Hello do you have a contact number for customer services !? I can't make this anymore clearer ??.

We arrived late at a hotel we booked through their site with a good rating) - the sofa was heavily stained as was the carpets and some ceiling staining - with outside views of derelict outbuildings ..

My wife bust into tears and we slept fully dressed - checking out first thing !!

We booked another fantastic hotel for the remaining 3 night stay.

The hotel was not as advertised / fit for purpose - we have contacted the hotel, through the channels given by them and they claim to also have expedited the hotel ..

They instead on review feedback then refused to publish it ..

A month on constant chasing and no progress - each interaction being Virtual then a person then a promise then nothing …each time restarting the process !

They should seriously look at the quality of who they are representing ..I have deleted their application and made a subsequent 3 hotel booking through the other providers ..

unfortunately hotels.com used dodgy hotels , i was charge twice for the same night however hotels.com refused any responsibility claiming they cannot contact the same dodgy hotel.

The Guest House we booked turned out to be mid terrace house out to be a mid terrace house uninhabited.
Address 15 Prestwick Road in Ayr. The front opened on to a small lobby with a locked door. The floor was littered with delivered mail.
We tried to make contact with every telephone Number on our documentation all calls refered us to a voice mail.
We spoke to the next door neighbour who informed us that this had happened on a number of occasionais.

Today I was in contact with a customer service rep who ignored what I said and used platitudes to understand my frustration. We had £123 reimbursed in January, but never went into the account. Went to use it and not there. Spoke to one agent who recognised the fault and said they would reinstate it. Went to use it and not there for days. Call again and we are told it was reinstated and then used within two minutes. Not us! The agent said there was nothing they could do as this is what the computer says and could not confirm where money was spent as I asked repeatedly and would not escalate despite multiple requests and would give complaints information. So they have fraudulently taken the money and also gas lighted me as a customer. I am now going to cancel my booking I’ve just made with them. Poor service

I had to change a reservation from the UK to Spain within the same hotel chain. Hotels.com wouldn't let me cancel the first one, even though it was weeks in advance and due to delays announced at immigration in Madrid. They said that was the hotel's decision. They also wouldn't let me change the date; again, they said it was the hotel's decision. Both lies. The hotel confirmed that it was Hotels.com’s decision. So I have ended up with two reservations at two different hotels for the same night. This is the last time I’ll be using this platform after years.

Our room was unbearably hot and noisy. Staff would only give us a fan which was broken Even though we booked thru hotels.com they refused to issue a refund and said it was our problem to sort out

Absolute shite this company is a joke I would strongly recommend you avoid at all costs

Quick enough to take your money but will not take any responsibility for terrible stays/ hotels, they’ll just blame them yet carry on advertising their hotels to get as much money as they can. I feel sorry for the staff who have to work here. Absolutely avoid this platform for bookings accommodation anywhere!

27th January I had booked a hotel with hotel.com for the arch in Wembley for 20th of June, I got my confirmation email and thought everything was going good until a day before we left for London I had missed phone calls and emails telling me the hotel was now overbooked so we didn’t have a place to stay. I did put the number into google and it said it was a scam so I stupidly ignored it and went to the hotel anyways, when we arrived and I showed my confirmation they said it didn’t exist so had to phone hotel.com when I phoned they told me it was the hotels fault but the hotel said it was their fault as no communication happened, they told us to stay put at the overbooked hotel so they could get us a new room, we left as already asked the staffs and they said not a possibility for getting a new room so we had to book a new hotel and got given a refund from hotel.com after going back and forth for nearly an hour on how to resolve this issue.

I’d say avoid hotel.com at all costs as looking at reviews after the situation I’ve not heard anything good!!

Avoid at all costs. They are employ a bunch of liars in their call centres who know nothing about how to deal with complaints and tell you what you want to hear and do the opposite. Terrible service 😟

Hotels.com uygulaması,
Hotels.com üzerinden Nevali Otel Şanlıurfa için, konaklamadan yaklaşık bir ay önce uygulama/web sitesi üzerinden Mayıs 2026 tarihleri için rezervasyon yaptım. Rezervasyonum otelde ödemeli olarak görünmesine rağmen, otele gittiğimizde rezervasyonumuzun bizim hiçbir bilgimiz ve onayımız olmadan otel tarafından iptal edildiğini öğrendik.

Otelin boş odaları olmasına rağmen bize kesinlikle oda verilmedi ve ailecek mağdur olmamıza rağmen çok daha kötü bir otele yönlendirildik. Bu süreçte Hotels.com ve otel tarafı hatayı kabul etmesine rağmen, mağduriyetimizi giderecek hiçbir somut adım atılmadı ve ailecek adeta sokakta kalmış durumdaydık.

Hem Hotels.com’un hem de Nevali Otel’in bu süreçteki sorumluluğunu kabul ederek yaşattıkları mağduriyetle ilgili gerekli incelemeyi yapmalarını, ailecek yaşadığımız bu olumsuz deneyim nedeniyle maddi ve manevi anlamda oluşan zararlarımız için gerekli tazminat dahil olmak üzere mağduriyetimizin tamamının giderilmesini talep ediyorum.

Place was locked up on my arrival.

What's going on? I have gift cards to use with hotels.com but all I get is an error message from the app and website saying the page cannot be found.

Sort it out ffs!!

I've used Hotels.com for 15 years and more. They used to be superb with an outstanding rewards programme.

Since moving onto the Expedia platform the service is atrocious and the rewards are non existent.

I recently booked The Riverside hotel in Cirencester, 6 months in advance and paid up front in full. Two months before my stay the hotel and Hotels.com cancelled my stay, stating there was a problem with my credit card yet they had already taken the payment from me. I couldn't contact either Hotels.com or the hotel, I couldn't speak to a human and I've lost my booking. There are no alternative options within 12 miles.

I've been badly let down. Service is non existent. Customers don't matter.

Such a shame because I was incredibly loyal for 15+ years.

customer service nonexistent, complaints ignored for weeks now, 0 replies to emails. it`s just another company that doesn`t care. they ruined my trip and now hide rather than offer a bit of empathy

I would recommend booking directly with the hotel rather than through Hotels.com, as parking is free if you book directly, whereas I booked via Hotels.com and had to pay £15 per night for car parking, which I only found out after booking.

I booked an apartment paid deposit then got a message to say I had canceled the booking.
Iv emailed and tried to phone but no replies or responses at all. I have also contacted the host. I still havnt had a refund. Also thier facebook has been targeted with people leaving WhatsApp numbers on that are scam numbers.