Hotels.com Review

Ive been a loyal customer for 10+ years and 169 countries. Nearly $100,000 in bookings...

1st you diluted your reward program in order to make it harder for people to get the full value of their reward...

now you refuse to refund people who booked through you - when NO ONE can travel to the hotel due to border closure. This is shameful.

You have kept my $2000 for this booking. Buy yourself something nice with it. Because you will never receive another dime from me ever again. you have lost all of my business in the future. Goodbye.

I wanted to talk to an agent about extra charges and I was on hold for 1 hour and 8 minutes while the virtual chat assistant mentioned 18 minute wait time. I am very disappointed with this company s interest to address a problem for a customer.
Very bad customer service

Still very happy with hotels.com, I got the refund of my stay because of the disease that spread the world....even if the stay wasn't refundable. thank u

they will take your money and you will get nothing for it

Agree with all the other postings that this company is extremely deceptive, unethical company. I had a hotel (ROW) booked in NYC for March 13, 2020. The governor ordered mandatory shut down March 12, 2020. Everything in NYC was closed including Broadway, restaurants, museums. I requested a refund from Hotels.com. They advised me that they could not refund me the money because the Hotel Row was refusing. I got an email from the Director of Operations of ROW (Gina) telling Hotels.com to refund me the money. They refused. They stick to their lies. They never even offered me a credit. Additionally, I am a frontline nurse practitioner at Urgent Care. I saw 2 or more positive COVID cases and contracted COVID during this time (as evidenced by a positive COVID antibody test). I wrote HOTELS.com all of this and nothing. Completely unethical. Will have to take up with State Attorney's Office.

two days ago was the first time we visited this good place

I booked a reservation thru hotel.com in January for a trip to Cape May on May 17 in the amount of $904.44. When we were shut down due to the Covid-19 crisis, I immediately cancelled my trip on March 22. Since then I have called and emailed Hotel.com numerous times (always being directed to a place in Asia) to be told that there was a glitch in the system on my PayPal account and they could not process my refund. They told me to contact PayPal. PayPal said it is Hotel.com who said I am not due this refund. I am at my wits end with this scam. They have no intention of refunding my money. I made a drastic mistake by not booking with my American Express card where they refund your money and then do the 90 day investigation dispute. I am not giving up.

If you need a Hotel dont use this site, all they do is get between you and your hotel. If all goes well you save $3 per day you wont even know they are there but if something goes wrong, good luck to you.
You wont get an answer from Hotels.com in fact you wont get past their call centers. Call centers wont deal with anything they cant solve in 5 minutes or less, they will hang up on you, managers request get transfer to next guy on the call center or hung up on.
I booked thru this page and was threaten with violence, me and my family were kicked out of our room at 1am, I had to call the police to scort me to my car Hotels.com call centers want to give me a $40 refund for my troubles, wont let me make a complaint against the hotel putting more people at risk.

EXTREMELY DECEPTIVE, UNETHICAL, AND UNSAFE business practices. I had a VERY DANGEROUS situation occur at a hotel that I booked through this site and my review was not posted. I can't imagine how many other reviews by other guests have been censored or not posted in their attempts to artificially inflate the ratings and hide SAFETY and HEALTH issue at subpar and unsafe facilities. They also inflate the daily rates of hotels unnaturally higher than they are worth including DURING A PANDEMIC. Their "customer service" department is awful and IMPOSSIBLE to get on the phone or on their "chat" feature including during emergencies. Their "rewards" program is a rip-off as they regularly charge more than the hotel itself charges and when you include their booking fees by the time you reach 10 stays you have already overpaid for your "free" night and you have to wait far longer than they claim and is necessary for your nights to be credited to your account which is another flat out lie by this company.

A hostel I booked with them (Stone hotel Utrecht) literally stole me 10. Hotels.com nicely trying to help me out by contacting the hotel and telling me they can't do anything as the hotel ignore their emails too...
I never knew making money was so easy!

Been a customer since 2013 and booked about 400 rooms. The service has really gone downhill recently, even for Gold members. I used to get more personalized service, but now I get more robotic service representatives and form letters. Too bad because at one point Hotels.com was the booking leader in service, rewards, and availability.

two days ago was the first time we visited this good place

My fiance and I fled our neighborhood, which was under voluntary evacuation due to Hurricane Laura. We booked a three night stay through hotels.com at a hotel in San Antonio. We booked the room in haste as we were on the road so that we would not be trapped when thousands would eventually crowed the road to leave. After staying the first night we learned that Hurricane Laura has moved further east and will make landfall away from our community. We figured we better stay the second night of our three night stay just to be safe, but wanted to cancel the third night so we could get back home. We called hotels.com in order to receive a refund for the last night of our three night stay. They said they would have to call the hotel we are staying for approval, which they said they did not get. I decided to speak to the manager, who informed me that hotels.com buys rooms in bulk for pennies on the dollar and that they (the hotel) have nothing to do with the return policy. In short, hotels.com was giving us the run around. The manager said there isn't anything they can do because they do not have anything to do with our booking process. Hotels.com just doesn't want to refund the money. I spoke with hotels.com and they said they can't refund the money if they can't get approval from the hotel. These rooms would have went empty had we not booked them at the last minute. You would think they would be willing to work with people fleeing a natural disaster. Looks like they don't really care about their customers.

I've been a customer and rewards member for years. Recently I've experienced what can only be described as deliberately fraudulent practices by Hotels.com. Refusing to refund amounts, refusing to answer phone calls, hanging up on customers, instructing their Indian customer service agents to pretend they are not Hotels.com agents and therefore claim they cannot help you. At this point, I have filed a BBB fraud complaint and am installing the Hotels.com application. Whatever you do, DO NOT book through this incredibly unscrupulous company.

Scam of a company. They don t have a working phone number or online messaging service to resolve issues. We are sorry, we can t take your call at this time and All agents are currently busy, please try again later. Expect to lose your money!

Highly dissatisfied with the amount of taxes you guys secretly charge to book a room. Its absolutely absurd