Avoid. Zero customer service. No cancellation policy exists. They take your card details before so you can’t change/cancel bookings.
Been waiting over 45 minutes on the phone and haven’t been able to speak to a person. Their online cancellation system does not work.
We were told if we wish to cancel any bookings they need 3 days notice. We’re attempting to cancel a week in advance. However they make this impossible as they don’t communicate.
They’re quick to take card details though. Complete scam.
Review by Awelkhair Sudnikavicius8 months ago
Waited a total of 40 minutes on hold with no answer. Emailed and got an automated email response saying my email had been received. No reply since. I have had an issue with the hotel, and need to talk to someone from this company, but it seems impossible. Terrible after-sale support.
Review by DianeS Klimovits8 months ago
The most horrible experience I had ever had.
Review by Parent9 months ago
Published Monday, September 17, 2018
Reported 21 hours ago
I had the mosr terrible expriance in my…
I had the mosr terrible expriance in my life .The hotels.de.inf send me a massage that I would not get a room in Grocek krakow hotel ,because the made an overbooking resarvations , so, I made another website hotel resrvation . 3 days later the Hotels.de send me an email , that the resarvation is valid , therefore ,I canceled the other website resrrvation ,and made a call to Grocek hotel .
Grocek hotel tald me that there is not any resarvation under my name .I tryied to call again and again by fhone for many times Hotels.de . Nobody answer me , finnaly I got some servicewomen by Skype , and pay a lot of money to deny and canceled the order , nobody if them understood my need to cancel the charge about an unavalible room . Between the times I reorder the other
Review by Hitomi10 months ago
I made a reservation for a private room in a hostel in Dublin. Today I arrived in the hostel to find out my reservation on hotel.de was actually cancelled. They did this without any notification whatsoever. The hostel informed me this happened more often in the past because Hotel.de actually shows rates for private rooms which actually apply for 16 bed mixed dorms. Luckily for us the hostel service was very kind and offered us another deal. I will never use Hotel.de again and won’t recommend anyone to use it. #118328279
Review by Joulesfan11 months ago
The most horrible experience I had ever had. First of all I have booked a single room in Amsterdam - thats what my booking stated and the info on hotel.de website. INSTEAD OF A SINGLE ROOM I GET A DORMITORY WITH 8 PEOPLE. I CALL HOTEL.DE AND THEY SAY THERE IS NOTHING THEY CAN DO!!!!!!!! I leave and book another hotel. NOW ITS BEEN 3 MONTHS HOW THEY DO NOT RESPOND TO MY EMAILS AND DO NOT RETURN MY MONEY. It is an insane company. DO NOT BOOOK.
Review by Tziortzis Wilczek1 year ago
So I have booked 'economy double room' on the website but when I arrived to the hotel they told me they don't even have this kind of rooms and my booking is for 9 bedroom shared room.
booking nr 119990051
Review by Aquilon1 year ago
Don’t trust this site, if you want to book a room!!
Last week I tried to book a room on hotel.info for the first time.
As I filled all information and also included master card data, after clicking the button to pay my reservation, I got an “error massage showing that error have accrued and I need to try access site later”.
First I looked at my mail to see if the reservation was completed, but after waiting few minutes I understood that reservation is not coming.
Then I went on hotel.info site to see if my booking was successful but when I tried to logon with the my email that I have filled earlier it showed that I am not member and my email does not exists!!
I also tried to retrieve a password just to see if my mail exists but with out any success!!
I contacted the bank to see if some money reservations where done, but that was not the case!!
Because of the problems with hotel.info site I logged on another site and booked another hotel because I did not want to use hotel.info again.
Few days ago I saw that hotel that I tried to book with hotel.info charge my card.
This happened with out my knowledge or any booking information.
As I have contacted hotel.info , they are just saying that hotel charged my card because I was as they called “no show” .
I will never use this site again, because of their problems with SITE I have now lost money to a hotel I have never slept in.
Hotel.de or Hotel.info are the same
Review by Frankson1 year ago
Hi I booked a hotel through Hotel De as part a birthday present for my husband, I recieved confirmation and then a few days before our visit another email with details of events and places of interest near our hotel.
We were travelling to the hotel after I had finished work on the Saturday so today the Wednesday before our stay I decided to ring the hotel and let them know that we would not be arriving until about 7.30 pm but we would be coming and also to find out what time their restaurant would be open. The manager who answered the phone had no knowledge of our booking neither the name of this company nor the reservation number unfortunately they were full due to an event at Duxford IWM which we were going to he did however ring several local hotels to see if they had any vacancies and found a hotel nearby whom I rang personally and booked. I have tried to ring Hotel De and have emailed them on their various emails and have yet to recieve a reply.,Don't trust them fortunately the hotel does not take payment until you depart.
Review by Brittony Derrow1 year ago
Review by Khadijetou1 year ago
In order to attend a conference at particular hotel in Mataram on the island of Lombok, Indonesia, I booked at room at the hotel in question using HOTEL.DE. The booking was successful and I received a formal booking confirmation from HOTEL.DE. Just before leaving for Lombok I contacted the hotel to inform that I would be checking in late. Much to my surprise I was not listed in the reservation system of the hotel – even though I had a formal booking confirmation from HOTEL.DE.
I immediately contacted HOTEL.DE and following a quick investigation HOTEL.DE informed me that the hotel in 2017 changed the name and all email addresses and therefore they had not received the booking sent from HOTEL.DE. In later correspondence HOTEL.DE changed the explanation that the booking had in fact been forwarded to the hotel but that the fault was on the side of the hotel. However, no matter the explanation the fact is that HOTEL.DE sent me the booking confirmation without actually having had any confirmation from the hotel.
As the hotel was fully booked HOTEL.DE instead offered to book me at a very expensive nearby hotel or at a cheaper hotel 15 km away. Having received that message HOTEL.DE went silent for 23 hours and did not react to my responses. When I arrived at Lombok Airport (late evening, local time) I was therefore in a rather bad situation without a hotel. With some difficulties I did manage to arrange for suitable accommodation my self - but this was no thanks to HOTEL.DE.
Needless to say that I am very disappointed with HOTEL.DE. My disappointment falls in two categories:
1. First of all that the fault could happen in the first place. This should not have been possible if HOTEL.DE had confirmed their booking with the hotel before sending me the booking confirmation.
2. And secondly the failure of HOTEL.DE to react promptly and arrange suitable alternative accommodation close to my original destination at no extra cost for me.
Even according to their own General Terms & Conditions (§11.7) HOTEL.DE is clearly liable. As I did manage to find decent accommodation myself without additional cost I will however not make any legal claims for compensation from HOTEL.DE and regard the matter as closed.
My personal conclusion is that I will never be using HOTEL.DE again. If I cannot trust a hotel reservations service like HOTEL.DE to deliver as promised the service is irrelevant and of no use to me.
Review by Turps Lepola1 year ago
I'm very disappointed.
First I received email with 20€ voucher for the booking.
I tried to use it but there was no place to paste it.
I thought that maybe in the hotel my bill we be reduced (no chance).
After my return I wrote a question to Hotel.de about the situation - no respond.
Review by Jayeff1 year ago
Dodgy company that confirms bookings that have not been communicated to your specified hotel. Be warned they will not cancel the booking saying all is well, then charge a late cancellation fee.
Avoid if you value your credit rating and don't want to arrive on your dream holiday with no hotel booked
Review by Nydeerah Stefanovski1 year ago
Review by Ayme Ciko2 years ago
Review by Briah Sarauw2 years ago
Not only did we have a wonderful stay in a great hotel , spa and location the hotel staff were excellent. I left my wallet containing cash and a credit card in room safe. The hotel immediately arranged for it to be posted securely back to me in UK at no charge and kept me informed at every stage. I can not praise and thank them enough
Review by Manoch2 years ago
Its shabby despite recent efforts at refurbishment, poorly finished public walkways and room blocks, stained carpets in our room, coffee machine in bar was bust, food awful.
Staff were nice and obliging 'though. Hard to see it merits 4stars
Review by Mouskeba2 years ago
Stayed here mid April 2017. Rooms where clean, staff was friendly and location was convenient. Would stay again
Review by Maddens2 years ago
Sehr freundlich, sauber und wunderschön!
Very friendly, comfortable, clean and awesome!
Очень радушно, приятно, чисто и красиво!
Review by Zizie2 years ago
Easy, günstig & gut!
Review by AshleyG2 years ago
Review by Hairy Maitchell2 years ago
In 99,8% of all bookings the reservation works and the hotel is like the description on the booking website.
Review by Siamuse Flowet2 years ago
Hotel.de is not only traveler friendly but also hotelier friendly. They give the best they can to serve people. they know how to understand and know how to give the best quality service a client needs.
KEEP IT UP! Love it!
Review by ToxicmanBG2 years ago
You can optimistically take your planned trip in the full knowledge of Hotel.de's established quality guarantee