Hotels.com Reviews

Rate 1.9 is too good for them! For two fully paid bookings for hotels in period of 5th of April until 12th of April, which had to be canceled ) it was advice from Hotels.com to cancel them with info that we will get refund. So many months after, so many phone calls, messages: my Manager will give you a call... Nothing, big nothing. Customer Support equal zero. Such a shame, it looks like small claim court is next step

AVOID booking through this website. They won’t return any money for whatever was booked during COVID outbreak! We booked our hotel way before anyone knew what was going to happen and in spite of our hotel not even being open at the time of the booking, they won’t return the money. SCAMMERS

Booked a hotel with free cancellation through hotels.com using a Tesco partner voucher. Due to covid our event was cancelled and we used the free cancellation policy to cancel the hotel. When we came to rebook using the voucher we were told as it had been used we could not use it again. I explained that our account should have the £120 credit but they were rude and very unhelpful. Tesco confirmed that they had already paid hotels.com so we’re also unable to help. Beware of using this service as we were unable to get anyone to help and ended up losing our £120

Booked through them then the hotel cancelled my booking through COVID which was fine then I called to get a refund for my booking and my TESCO vouchers and haven't been refunded for any of it! SCAMMERS/THEFTS

I have been a member since 2014. Hotels.com are never the cheapest but if you join their club for every 10 nights you get one free. For me that works remarkably well - I book a several night stay for myself and colleagues and my wife and I get a free weekend away. That aside, my experience with their help line has been patchy, I have had one experience of a refund not being given, and I have had one experience where what was booked at the hotel was completely different from what was on my confirmation but the hotel sorted it out without a problem. I don't think that's bad over 6 years but it isn't perfect and if I was booking for myself or family I would phone the hotel direct and do a deal.. It is a real shame that so many sites are owned by the same company so there is no real competition hence the 3 stars.

poor customer service, but ok for quick hotel booking, best to use a different Company which can provide a efficient booking and Customer Experience.

They have convoluted Customer contact services which leaves you lost and confused and the hotels they have often can not give you a assurance of what is booked.

Good for fast cancellation without penalty if plans change but be warned they have no after sales !

I have been looking for a 2 night break in Liverpool at the end of October. The Crowne Plaza looked like a good option and on Hotels.com it was priced at £342 for the two nights inc breakfast (no refund). I thought I would look on the Crowne Plaza site to see what facilities they had that were not detailed on Hotels.com. Whilst I was on the site I looked at what they were charging for the same two nights. I was staggered to see the exact same room, same dates with breakfast is currently £209 - £133 more! Not £5 or £10 - £133!!!!! How ridiculous is that when you are under the impression that Hotels.com are a low price comparison site. I enquired on the Hotels.com website only to be informed that the can only price compare with other price comparison sites and not the hotels direct. So, if you are looking at hotels make sure you check the hotels website as well because you might find a pleasant surprise...

Further to my earlier review where Hotels.com continually lied to me as I spoke with the hotel I booked direct and they told me they were not insisting on a voucher and they actually instructed Hotels.com to issue a refund but Hotels.com completely refused to do this, I decide to make another booking so I can eventually cancel my Gold account and have nothing more to do with this lying amateur company, I find a room that is only £10 more than my original booking cost and the voucher value, and through gritted teeth I would have paid it but when I try to use the voucher that Hotels.com issued, it doesn't include the fees which I originally paid the first time, so now Hotels.com are trying to steal even more money from me which is another £105. My original payment included the fees but the voucher doesn't. So you can add scammers and thieves to the already list of liars, cheats, unprofessional ethics and everything else that others call them. They know they cant argue with this as I have all the documentation and proof and I truly hope that after COVID everyone Boycotts Hotels.com and the rest of the Expedia Group - Travelocity Trivago etc - because of the continual lies and the non caring attitude they have shown to the people who have used them. The web is full of many stories of their shameful behaviour but also full of the professional companies who have acted correctly and these companies will benefit from Hotels.com demise.

If I could give a lower review, I would. Due to the coronavirus our holiday was cancelled, they withheld a few hundred pounds from us so we could make a future booking. I have contacted Hotels.com via online chat and phone call countless times getting no joy from anyone I have spoken to. Hotels.com are insisting the hotel we booked through them are holding the money and not them therefore I must contact the hotel directly myself, for my refund. We have contacted the hotel who have said Hotels.com are the ones withholding our money. We are beyond frustrated that no one will help us. We have spoken to countless different members of staff who seemingly disregard the problem which is extremely frustrating. I will NEVER book with hotels.com again mainly for the fact they will not issue a refund when the money is ours but the duty of care to customers is utterly appalling.

Absolutely disgusting! AVOID AT ALL COSTS! And, that includes their partner company - Expedia. The customer service is unacceptable! Booked a non-refundable rate in Jan for a hotel in Greece. Our flights were cancelled due to the pandemic.... I have followed every instruction of Hotels.com in order to get a change of date but now they are refusing to do this or refund the money (£850!). It's almost 2 months now that I've been calling their customer service and emailing them but nobody can help and are using the ''non-refundable'' rate as an excuse! Have a bit of humanity!!!! We've not experienced this with any other company but this one. I'm sorry, I didn't know we were going to be in a global pandemic when I made the reservation, is that my fault? Customer service is awful at it's best. DO NOT SPEND YOUR MONEY WITH THEM!!!!

We have used Hotels.com for some time for business and pleasure (silver member). One booking in France needed to be cancelled as the hotel was closed during the pandemic. Hotels.com told us to contact the hotel ourselves (!) to see if they would refund - which of course they agreed as they were closed!
Had numerous calls on hold, on chat, emails to get a coupon and every time they promise to call back, they don't. Still waiting for the coupon after 3 months waiting. Diabolical customer service. Looks like they are going on my BLACK LIST along with Ryanair and other companies including some banks! When this coronviris is over there will be some very sorry businesses still wanting our trade - well they can want

We booked a hotel in Orlando for around $70 a night. I called and confirmed our reservation with the hotel directly before leaving home. When we arrived the clerk had No record of my reservation, but they would give me the same room for $180 a night. I went out to my car and called Hotels.com and told them the situation. The lady said "No Problem", and made us a new reservation. We walked back in the lobby, they found our reservation for $70 a night and we stayed 3 days. We are now getting ready to book a week in Cancun with Hotels.com.

We booked online a week before our 1 night stay I requested a room with sea views if possible.. we were given a back room on the 3rd floor with views of staff from other hotels on there cigarette breaks we had thought there would be a breakfast the following morning but were told on arrival that there was not breakfast included I asked if I could pay the extra for breakfast and was told no!! The room was so basic no toiletries or even a hair dryer the overall experience was disappointing I am in my seventies and I, m sure they could have accomidated me with a breakfast.... I have photographs of the
back entrance which shows a dirty mess I, m sorry I did, t take photos of the miss matched floral furniture and striped carpets

Shameful organisation !!!!! Nothing short of theft !!!!
Wish I`d read reviews before booking

Absolutely Shameful.
This Hotel booking platform has to be the worst in the world by far for Customer Care.
I arrived at my hotel, it was filthy , and I mean filthy ! and we are in the middle of a pandemic!
hotels.com left me stranded and I had to sleep in my Car...they kept making promises of a relocation yet it never happened.
Long story so wont bore you with the detail: one word of advice - don't use them !!

Paid "in full" - only to discover additional charges at the end of the stay - clear on the actual hotel's website but definitely NOT clear on hotels.com through which I booked.

Booked a refundable hotel for one week but since guidance has changed I tried to cancel and Hotels.com has put all sorts of barriers in the way to get repayment. A total farce.

Hotels.com have always been very good, I booked a hotel to new york pre-covid and within days of getting the news about it being cancelled, I was given a refund. Very good customer service.

We had a booking with them for a hotel in France that was booked before COVID and was due to take place in May 2020, weeks before we received multiple emails trying to trick us into cancelling our booking. Whatever you do make sure to get them to cancel if they Hotel is closed due to COVID as you’ll be responsible for the loss if you cancel yourself

Around a week before I contacted their call centre to enquire about the hotels status, I was told that it was closed and was asked if I would like to cancel the booking, I knew what they were trying to do so I told them if the hotel is closed they are responsible for cancelling the booking and not me, what followed was multiple phone calls to both them and Accor in order to find out who was responsible for the refund.

After speaking to Accor I was told it was Hotels.com who was responsible for the cash refund and that Accor had no issues with me received a monetary refund, they would only like Hotels.com to offer a voucher as an alternative to cash.

I then spoke again to Hotels.com where I was connected to a call handler called Mohammed, I told him I had spoken to Accor who had confirmed Hotels.com we’re responsible for the refund, his reply was that I was entitled to a voucher only and that would only be given I cancelled the booking, which I stated I was not going to do as it was down to them to cancel, he then became quite abrupt with me basically telling me that I can either cancel the booking and get a voucher or I would be classed as a no show and receive nothing.

Knowing my rights I then contacted them the day before the booking warning them that I was prepared to take legal action as under EU consumer law I am entitled to a monetary refund if the service or item I have paid for is not provided. I then asked for their UK or EU head office address so I could send them my claim, the call handler said he didn’t know where they’re HQ, I was shocked how he wouldn’t know this so I asked for his name as I would be doing a separate complaint, his response was he’ll speak to Accor himself to see what he could do. Surprisingly he came straight back on the phone with a full monetary refund.

Whatever you do don’t cancel the hotel booking yourself, if the hotel has been made to or decided to close then Hotels.com are responsible for refunding their customers, don’t accept their lies about you being classed as a no-show, any issues just do a chargeback.

Also beware that Hotels.com is a third party so Section 75 claims when paying with a credit card do not apply!

Shocking customer service. Tried lots of times to contact them and was getting no response. Barcelona went into lock down due to Covid19 and flights were cancelled. Obviously we couldn't get there. Eventually we got a live chat and according to their system we had used the accommodation, which was MH Apartments Ramblas. How did we do that? MH Apartments Ramblas refused to refund any of the money. We have now been offered a 10% coupon. Disgusting treatment!!! I'm only sorry I had to give them 1 star.

Absolutely appalling service. I won't be using them again. Avoid.

Booked a hotel through hotels.com
We got there to find it closed due to Covid19! I called the customer services number and explained the problem. At first, I thought he was being funny when he said 'What do you want me to do about it?'
I then realised that he meant did I want a refund or a new hotel!
When I said that we would like another hotel, he said 'No problem' and put me through to a gentleman who was great. He asked if we wanted another hotel in the same area? As we were travelling down south, we looked for one half way to our final destination. I said we would pay the difference but he said that the costs would be met by hotels.com!!
There wasn't much difference in price but the costs would have been met by them no matter the difference in price.

Great service from a great team who truly did look after us!

Has to be said the worst ever customer service
I have only given one star just because I had to but really should be minus.
Please please never ever use hotels.com they are the worst corrupt liars ever. If you need help or a refund then don't waste your time trying. They will and do fob you off claiming they will help then nothing happens then when you try again the lies will begin then you will be ignored
Can't stress enough please please don't loose money on this company.

One star is generous for an unethical organisation that reneges on a cancellation telling me that I should have gone and stayed at a hotel when it was closed due to pandemic. First and last time with hotel.cons
🤯🤯

People please be aware that the company is running a promotion for a additional free night stamp on your account. This is an absolute con the link on the booking form doesn’t work and when you speak to them they say that as the booking has gone through you will not receive an additional night
When I informed them I would publicise this fact they said it was fine. I am cancelling my account with them, Please avoid this Company like the plague