We booked a nice hotel only to find out when we got there it had been shut for the last 3 weeks due to flooding. Hotels.Com had been informed by email but failed to let us know leaving us in effect STRANDED. After several phone calls and hours of time they eventually agreed to find us an hotel and said it wouldn't cost us anything. They came back to us with an hotel 20 miles out of the resort on a golfing site saying there was nothing else. I found my own hotel in the same resort for £150 more. They are just liars who don't care. There is no duty of care from them to their customers. You only know how good a company is when you are in trouble and need them. LEAVE HOTELS.COM WELL ALONE there are better companies out there.
Review by HTbush Kodua1 week ago
Hotels.com is a disgrace. Their support team was useless and (morally and legally) negligent in how hey handled my issue. I used their site twice only because they have a 'Rewards' program that claims to give you 1 in 10 free nights when you make reservations. This functionality did not work on their site, and I noticed the problem after making a second reservation, but they failed to rectify the issue, refusing to acknowledge responsibility for their system's own bugs (likely due to a database record mismatch error, for any other IT peeps out there..).
I outlined to their support team multiple errors that their system made with regards to: 1) recognizing my own login password(!), that I set TWICE and immediately failed to let me login (I eventually had to go to 'reset' password to log in); 2) not even recognizing that I had an upcoming reservation DESPITE BEING LOGGED ON WITH MY USER NAME AT TOP; 3) having wrong data in my user account record(!) (as confirmed by their own support team over the phone) that I certainly didn't put there; 4) did not consider me to even have an account with them (as per phone) beyond acknowledging my USER NAME and despite clearly having a database record of my account with correct email addres but other data randomly incorrect in it; 5) not registering me online for their Rewards program (as an additional requirement to having an account, mind you) when I in fact pressed their 'Join' button (tried several times), which simply re-loaded the page but did not alert me that I was not being registered, making it *seem* like there were no errors; 6) did not 'link' my reservations to their Rewards program despite having 'Joined'; 7) broken pages in two commonly used browsers that could have reasonably been the reason for critical functionality not working; 8) only first alerted me that I was not registered despite having followed all the directions (multiple times mind you) after I MANUALLY added a reservation to their Rewards program.
In my support emails, and during two overseas phone calls with them, I was given stock answers, like "You need to register your account...here's how..." and "Our Terms of Service prevent us from giving you rewards for reservations made before you are registered..." despite all the above technical/database issues explained to, and several acknlowdged by, them.
It is not legal in Australia to put the onus on the customer via a Terms & Conditions clause when the error is clearly made by the company. I explained this, and I AGAIN got the stock reply that my reservation was made before whatever timestamp their database gave them as my registration date, and therefore they 'could not' give me my points. COMPLETELY ignored the ENTIRE problem, and any sense of responsibility for them to give me my earned 'points'. Just denial, denial, denial.
I'm only out about $30 for the lost points, but after such a disgusting experience, I am reporting their behavior to the consumer protection authorities (the ACCC in Australia), and I strongly recommend that you avoid this website, because if you ever need support for your reservations, which happens more than you might think, this mob won't be raising a finger to help you.
Review by Patronellah1 week ago
Good program, but i’ts hard to figure out how get a free night.
Review by Thanes1 week ago
I only wanted to make a reservation but ended up getting charge for the reservation and I cancelled right away. I was told that I would get my money back after 24 hrs but I'm almost at 48hrs and I have not received my refund.
Review by Kaissie Guignand1 week ago
I am extremely disappointed to say the least in regards to not being able to get a refund for the days not used due to an emergency that the night clerk at Iti alpenhotel Kaiserfels in St. Johann in Tirol Austria was aware of. This situation was totally out of our control and should have been taken into consideration. I expected from such a reputable hotel that they would make an exception to their rules in my case but ended losing $1,500. Just to a note to all travelers, research the hotel before you book it. Don't believe what the booking sites tell you.
Review by Juniorlw1 week ago
Best price. Easy to use. I found exactly what I wanted.
Review by Malotte2 weeks ago
Fairiy easy to book the room
Review by Roof Derrow2 weeks ago
Very easy to book.
Review by Azral2 weeks ago
Great way to look at available rooms!
Review by Aumnaj Deroxtro2 weeks ago
Booking our wedding and found this awesome hotel with ease. Thanks
Review by Isopropyl2 weeks ago
Website easy to use, great information, and helped find a good price
Review by TheNjutn2 weeks ago
The process of booking through Hotels.com was simple. The pricing was lower than booking directly with the hotel.
Review by Aneury2 weeks ago
Reps are always friendly and eager to help.
Review by Amienieman Spate2 weeks ago
Would probably use them again
Review by Bafford2 weeks ago
We booked a hotel in Orkney for 1 night specifically looking for a dog friendly one. When we requested a quote there was no option to pay for the dog there was no drop down so we assumed the cost was included. I let them know in the extra requirements box.On checking out the hotel demanded £35 for one night and said we should have had an email advising us. We hadn't and on checking the website on our return in the small print it said £10 a night. We complained to hotels.co but they said they couldn't contact the hotel and we would have to do it ourselves. They are not responsible for any extras. Really poor customer service and getting bookings on false pretences
Review by Gienor2 weeks ago
DO NOT use this Company, they are liars and cheats.
I booked a room in London, it said breakfast included, when I went to checkout there was a box for £31.44 for breakfast. I had to tick it as there is no where else to eat and thought I must have misread that breakfast was included.
However on checking after ALL bookings at that hotel have breakfast included and Hotels.com should not have added the option, their error.
On the online chat I asked for the breakfast to be refunded but they lied consistently saying I hadn't checked the box, then said the price originally was in DOLLARS on their UK app!!! which is why the price was higher!!! They then said that the 'taxes and fees' weren't in the original price when it clearly says 'including taxes and fees'. Total rip off merchants.
None of what they said added up.
I then asked them to price match from Booking.com but said it wasn't like for like, which it was.
Don't be fooled by the advertising for these, I will not EVER use them again and all their discount codes and offers always add up to virtually nothing anyway.
DO NOT trust these cheats with your booking.
Review by Kems Degay2 weeks ago
Country Inn and Suites by Radisson
WORST HOTEL STAY EVER! In room #125 there were literally bugs all over the beds and curtain. When moved to room #319, there was mold all over the curtains. avoid this place at ALL costs. NOT CLEAN!!! I so wish they had a way to post my pictures here.
Review by Haseem2 weeks ago
Maybe my experience quick, easy, and stressful free....
Review by Chasagas Barretts2 weeks ago
I didn't speak to anyone, but the online booking process was simple.
Review by KPhan Wieclawek2 weeks ago
Review by EcemUst3 weeks ago
very good thanks
Review by Dionis3 weeks ago
The information provided about the type of room is very good. The app is easy to use, and there are a good variety of hotels offered. That said, I believe you can greatly improve your service. Five things would make it Five Stars: 1. Put the year the building was built and the date of latest remodel. This is helpful to those with medical issues. 2. The ability to dismiss any hotels you are not interested in. Less clutter helps me make a better decision. 3. The ability to put an address in and finds a hotel within “X” miles of that lotion. 4. Include hotels that are booked and not available. I might want to find them next time. 5. A guide to every hotel describing each category of room they offer. What is the difference between a suite and a deluxe suite? A deluxe suite at one hotel is not the same at another hotel. Help me differentiate. Feel free to contact me if you would like greater detail.
Review by Lathesh3 weeks ago
Had difficulty navigating the website while trying to compare properties
Review by Angeka3 weeks ago
This company falsely advertises properties and refuses refunds.
You can have a clear trail of email confirmations and screen shots of what you have paid for, but won't refund. Even though you are showing them their own deception and false advertisements.
They'll be sorry that you didn't get what you "hoped for" (PAID FOR) and then thank you for your feedback, and then change how they advertise the property, but tough for you. If the property doesn't feel like giving you a refund, you're out of pocket.
You can ask Hotels.com to escalate your complaint, but you will be ignored now.
Look at it this way If I advertise "Hotel Em", on Hotels.com, a spacious 1-bedroom apartment with private bathroom in central London. Non-refundable booking, then, when paying customers rock up and realise that actually it's my basement in a shared house in Leyton, it's tough luck. Because this is what has happened.
It doesn't matter that the booking was based on gross false advertising It's down to the landlady whether I give a refund for people booking my room, even though I totally lied. And unfortunately for you, as these guys are governed by no-one, I will keep the money, thank you for your feedback and maybe feel a little sorry for you that you didn't get what you "hoped for."
Please share your Hotels.CON horror stories. These guys need regulating.
Our reviews are aggregated from multiple sources to give you the best overview about hotels.com.
Hotels.com is a leading provider of hotel accommodation worldwide. It offers hundreds of thousands of hotels, ranging from boutiques and resorts to B&Bs and major hotel chains across the globe. Hotels.com is accessible in over 41 languages, so travellers can book with confidence and securely pay online or contact the Hotels.com customer service team to make a hotel reservation.
5400 LBJ Freeway Suite 500