Hotels.com Reviews

Years ago, I would have given this site 4 or 5 stars, as I used them all the time without incident. I was saving up points toward a free night's stay, which required 10 nights worth of stays. When I went to book it, low and behold all of my night's had magically expired. It was the last time I used hotels.com to book ANYTHING.

Booked a hotel in Pattaya, Thailand. When I checked the Agoda price a day before check in, it was about half per night. I chatted to a very nice hotel.com staff member and was promised a THB 3700 credit. I agreed, did not cancel the hotel.com booking and did not rebook with Agoda (which would have saved me heaps of money). When the promised credit didn’t arrive they were difficult about it, asked for a detailed invoice from the hotel etc. I provided everything but they still refused to fulfil their promise. Appalling behaviour. I’m now cancelling all my future bookings with them and will never use them again. Very very unprofessional, and, I think, illegal business practices.

If I could give 0 stars I would!

Per what we seen on Hotels.com, the room was suppose to be beach view and private pool. When one reads private pool, you think a pool strictly for your guests and you. Beach view means you are able to see the beach from your room. Our room did not have a private pool nor a beach view. When we looked out our windows we had a view of A1A in St. Augustine and the entrance to the complex. The pool was for all the buildings so that is a PUBLIC pool. We reached out to VTrip the day after check in because we checked in after hours. They advised me Hotels.com listed it incorrectly, they told Hotels.com the type of room it is and they create it to their liking and nothing they could do because they had no other rooms available. I reached out to Hotels.com and they told me they list the information they are given they don't make them. Got home from vacation and reached out to Hotels.com to see about getting some money refunded because it was not worth the amount we paid. Hotels.com then tells me the company VTrips over booked and just put us in a room. VTrips did refund us $100, but that is not enough. We could of stayed at a hotel for around $600 with BEACH view. We really wanted that so we could see the sun rise on the east coast with our two little ones. VTrips will not refund anymore and hotels.com wanted to give me a credit to be used in a year (we rarely go out of town so it is useless). They keep blaming each other for the mistakes but yet I am the one who is having to pay for their mistakes!!

So my recommendation, don't book with Hotels.com or VTrips, they falsely advertise the rooms and give very little back for their mistake and dont want to own up to it!!!

At 80% plus bad reviews I must have been a fool to use them. There is no service after the sale unless you want to go thru VM reroutes and disconnects that drain your efforts. They are not a full disclosure business. I will not book with them again.

Terrible customer service, if i carry on having to deal with this company I am going to turn crazy. We booked a hotel with Tesco vouchers amounting to £216 and the rest on debit. My mum was ill so needed to change the date, we contacted the hotel and enquired and was told to contact hotels.com, when we did they told us the booking was cancelled! After two hours of live chat they agreed to refund tesco vouchers- this was 5 weeks ago. I have talked to the chat 3 times- the service is awful it is automated and so it cant deal with individual circumstances and I was told there is no phone number. After chatting each time for over an hour I am told
i will receive a email, when I do it has instructions on how to load a voucher, not the actual voucher! I eventually managed to get a phone number and called, again to repeat everything as they have a inability to record anything on your file, I was told they would talk to the hotel to check what im saying- then could not talk to hotel, advising me to call back the next morning. When i called the next morning there is no record of the phone call and I am told it didnt happen and there is no reservation department over the phone?! I am told to wait 72 hours again and to stop calling?! When i say i have already done this 3 times and I will not wait, i am told if i keep contacting them they will delay the 72 hours and its my fault that I am creating this problem by repeat calls?! Absolutely disgusting customer service and call centre is in India, terrible phone line and the agents struggle with English. Hotels.com are stealing Tesco Vouchers and have no ability to even have a conversation or provide any form of customer service

If I could give 0 stars I would!

Per what we seen on Hotels.com, the room was suppose to be beach view and private pool. When one reads private pool, you think a pool strictly for your guests and you. Beach view means you are able to see the beach from your room. Our room did not have a private pool nor a beach view. When we looked out our windows we had a view of A1A in St. Augustine and the entrance to the complex. The pool was for all the buildings so that is a PUBLIC pool. We reached out to VTrip the day after check in because we checked in after hours. They advised me Hotels.com listed it incorrectly, they told Hotels.com the type of room it is and they create it to their liking and nothing they could do because they had no other rooms available. I reached out to Hotels.com and they told me they list the information they are given they don't make them. Got home from vacation and reached out to Hotels.com to see about getting some money refunded because it was not worth the amount we paid. Hotels.com then tells me the company VTrips over booked and just put us in a room. VTrips did refund us $100, but that is not enough. We could of stayed at a hotel for around $600 with BEACH view. We really wanted that so we could see the sun rise on the east coast with our two little ones. VTrips will not refund anymore and hotels.com wanted to give me a credit to be used in a year (we rarely go out of town so it is useless). They keep blaming each other for the mistakes but yet I am the one who is having to pay for their mistakes!

So my recommendation, don't book with Hotels.com or VTrips, they falsely advertise the rooms and give very little back for their mistake and dont want to own up to it!

Wouldn't even give them 1 star . Blatantly steal tesco clubcard vouchers

Trying to get a rebate as I used tesco vouchers and they only used part of them and charged me the rest.

You can not get through to speak to anyone. The virtual agent is rubbish. Then when they pass you to an agent you are asked to wait 5 mins and nothing else...30 mins later.

Negligent customer service.

Wish I checked these reviews before booking. I've never enjoyed the experience as much as other booking sites as the app is clunky and the prices generally are more expensive. However I did use them a lot as I travel a lot. So much so that I'm a gold rewards member. Recently they had a shocker though. I booked a hotel for 4 nights with a cancellation and amends policy in place. We knew we could reduce to 3 nights if we needed to later down the line as long as it was before the date provided in the policy. Their policy however is a lie... They could not reduce to 3 nights and instead said that I would have to rebook with no guarantee on what the price would be. They also tried to make me upgrade the room we have for the 3 nights which would cost me more per night. I was told it was a technical limitation. They also couldn't send me a copy of our online chat conversation and that there was no email address or web form to make formal complains. Shockingly bad customer service.

i have two different emails , but both are my name and the only difference is the provider , one is @gmail and the other is @hotmail. without noticing I have used both to reserve hotel nights, now they say I can't merge my accounts. since I have rewards ( stamps) on both.

very deceiving as it is not mentioned anywhere

I booked a hotel through this company and the hotel stay was horrible. I attempted to leave a review about my hotel stay on their website. This company hotels.com did not post my review and prevented me from trying to post another one. This company artificially controls the reviews to make the hotels seem better then they really are! I will not longer use hotel.com to book hotels! I have copied and pasted my review below for you to read.
"I am a contractor who booked this hotel through hotels.com. upon arrival they have minimal parking and they charge you a $15 parking fee. If you leave and then comeback, then you have to pay the parking fee again. The room smell like rubber latex from condoms and was very dirty with stains on the carpet. Two dirty towels we're sitting on the ground in the bathroom with some type of red substance on them. Front desk staff spoke about sex trafficking / prostitution problems in the area and they were complaining about people using drugs in the car in the parking lot. There is absolutely zero food locations in close proximity to this hotel. At night the homeless population walks up and down the street right outside this hotel. I felt uncomfortable as a contractor coming to this hotel, you would never want to bring your children with you to this hotel for the simple concern of safety. Upon discharge I asked the manager for a receipt. She refused to give me a receipt and said that since it was booked through a third party they could not give me a receipt. In addition to the $15 parking fee they charge me an additional $50 hold for potential damage to the room. Do yourself a favor and go find a hotel then got a little bit more class and appreciation for their customers. The manager was very unprofessional! I have stayed in many hotels over the years and this one was the worst experience by far!"

I booked a hotel room on Hotels.com for a friend who had to take her son to the hospital for an emergency. Then I went to Google to get her directions and the exact same hotel and room was posted on $30 less on Hotels.com. I contacted them and because the booking was for the same day they would not honor the price match guarantee. I have had an account with them for years, will never use them again.

Hotel.com are a company to avoid. I booked a hotel. It was supposed to include breakfast - there was NO BREAKFAST. It was supposed to include wifi, I rely on it to work - there was NO wifi. I was supposed to get water but there was No water - I had to buy it myself.

Hotel.com have done nothing to rectify this - even though they know I have been charged for what I have not received. They are a cheap, nasty, scam company that should be avoided at all cost.

I booked a room on Hotels.com for a friend whose son was taken to emergency. I went to Google to give her directions and the same hotel popped up on Hotels.com for $30 less. Because it was a same day booking they would not honor the price match guarantee... even though it was for THEIR website!

Indian callcenter employee could not pull up my account using either my email address or phone number. I then asked if she could use my membership number, which she could not. Then proceeded to hang up on me for no reason. I then called up again, and again I was told I had no account. He even told me to use another website and to use a competitor when I insisted that I had a hotels.com account. This is one of the worst companies I ever had the misfortune to be a customer with.