Customer ReviewsforHotels.com

POOR CUSTOMER SERVICE!!! NO PHONE NUMBER FOR HELP!! ONLY VIRTUAL HELP!! TOOK OVER 1 HOUR TO TRY AND CANCEL A RESERVATION WHICH IS STILL IN THE SYSTEM AND NO REFUND!!! SHOULD REAL GIVE IT 0 STARS!!

Hotels.com lure ppl in with a low price supposedly a certain percentage off for being either gold, platinum etc members then when you chose a room for that price the price is raised higher (I'm not even referring to the weekends). That is false advertisement and deceitful. They will try to put it on the hotel but they are the ones advertising for them. Not only that but it proves their membership rewards is also a lie there is no discount for being a member.

Stay far away! I cannot believe hotels.com is still in business based on their offering dangerous housing accommodations, along with nonexistent customer service. We booked a week stay via Hotels.com, and when we arrived, we found dirty sheets with pubic hair, stains and other mysterious debris. The hotel manager said he could only provide clean sheets by the next day at noon, so we were forced to pay for another hotel out of pocket. The sheets never came, and he never replied again. Suddenly there was an intense smell of sewage from outside. When I went to close the widow, I noticed the window is not even attached to the wall and cannot be closed. There is no smoke detector. There is no lock to the outside door. When we left and requested a refund, Hotels.com said they would only refund us with the hotel's approval, and that they couldn't even reach the hotel manager. There is no accountability, concern for our safety, or attempt to find us a solution. In the end they offered us a $50 credit on a one-week stay. What an awful experience.

Theyre terrible business.I canceled a night hotel before 2 days , but they are not refund me back still charged me . Never use them again.

Customer support is horrific. Id give it zero stars if l could. I would advise you not to use Hotels.com, or if you do be very careful. If anything goes wrong its not worth the trouble of trying to get it fixed, because they wont do anything except waste your time.

We have been using hotels.com since 2012 and have always loved their rewards program. Just this past year our account was "hacked" and someone used our free stay that we earned. When we contacted hotels.com about this, they said "there's nothing we can do" since the booking was through a mobile device. There's "nothing you can do"?? YOUR system got hacked! Maybe investigate for fraud??? 14 years of loyalty down the drain ... do yourself a favor and never use hotels.com - they do not put their consumer first.

I recently learned that Hotels.com converted nights/stays to One-Key Rewards. When I called to figure out why my One-Key Rewards was showing $0.00 instead of $219.63 from Hotels.com, I was informed that my moneys had expired. Why do earned moneys expire? I don't recall ever having expired funds on Hotels.com. I also don't recall seeing "in large print" anywhere that monies expire. The agent I spoke to told me there was nothing she could do. This sounds like another example of a nontransparent and greedy business practice that in no way benefits the customer! I am booking directly with ********************** in the future since there are no real benefits to third-party bookings.

Hotels.com cannot successfully resolve a dispute and lists properties that are not screened for security or cleanliness.

I had the worst hotel experience of my life @ 70 years old with hotels.com.I spent 15 or more hours on the phone with them and after 12 hrs. they promised me a full refund because I was NOT able to get into the Airbnb in Aspen because their email did not come thru to me before and during my arrival. After 12 phone calls and sitting on hold till midnight, they could not tell me the unit number that I had booked or the combo to get in and they had turned off or blocked my account or the account was not working so I could not view the app and the app said I had no reservation. Even the next day, they promised I was to be refunded because it was their fault that I could not get in the condo. Foolishly, I believed them.Upon checking my credit card for refunds months later the refund was still not there. No one wants to pay $450.00 for not getting the product they ordered and then on top of it waste their life on the phone in heart attack stress and miss all the shows and events they traveled and paid for because their office could not resend or get into the email that they controlled to access the property.To this day they owe me $451.00.Because of their deceit, I will not use them again and want to file legal action against their poor business practices.

1st off when we arrived the room that I reserved for me and my 4 kids was not available. Then after very rude and unprofessional un-understanding staff made me and my 4 kids wait in the lobby for almost 20 minutes after we traveled 6 hours in the car. Then they send us to a room with blood on my sheets and pillow cases and on top of that the refrigerator and the microwave didnt work in the room. We were there for 3 days and the hotel wouldnt change our room or fix the situation at all. Im very understanding buttttt this was wayyyy to much for a single mother of 4 trying to have a family vacation to sea world. I ended up paying $700 for the room because of incidental I would like to have money back for my room and my incidental.