Hotels.com Reviews

worst customer service ever! Well, it doesn't exist. after trying multiple times to contact them, the response that I got was that the agents are not available at the moment ( I phoned them during office working hours). We were asked several times by a virtual agent to present an itinerary number, but we didn't receive the number anywhere in our emails. Complete scam! How is it appropriate to advertise a 4-star hotel that doesn't meet the basic criteria (literally the room had chewing gum on the table) Our holiday was ruined and we lost money. Please don't use this "service". ?

Rather than giving a refund straightway due to COVID-19 cancellation, they issued me a coupon to be used in the exact same property, left me in a situation without any flexibility. Contacted their customer service to issue me a flexible coupon code, so that I can book any property of my choice in their website, but found them very much reluctant to help.

Hotels.com did not post my review because it was negative. DO NOT TRUST THIS SITE FOR ACCURATE REVIEWS! I tried to review again, but my account said that I had already written a review. It just vanished into the ether...

I had a $700 travel voucher that I applied to a hotel stay in france (rebooked in May 2021 after May 2020 plans canceled). Due to ongoing covid restrictions, I knew I would not be able to travel to france in May 2021 so I contacted hotels.com as early as March to seek a solution. On multiple calls they told me they could move the travel date to future as long as hotel was willing to accommodate. The hotel on multiple occasions told me that were willing to accommodate, but hotels.com needs to make the arrangements. After over 2 months, hotels.com waits till the day before I have to cancel the reservation and forfeit the voucher (otherwise lose the additional money I paid on top of voucher) to contact the hotel. The hotel is still willing to accommodate my travel arrangements, but hotels.com purposely delayed any action in order to pocket $700. After multiple calls over 2 months, no one gets back to me, or does their job. After years of booking with them, I am done. Don't waste your money, book with someone else or directly with the hotel.

Hotels.com won't pick up the phone. Apparently no customer service, no redress for things gone wrong. Appalling. Avoid - just book direct with the hotel and avoid the hassle of this third party that is nowhere to be seen if things go wrong.

Cannot get through to a real agent via phone or live chat...EVER! I need to speak to someone but they have my money so what do they care. AVOID AVOID AVOID.

Customer Support Non-existent.
App offers lots of customers service support functions but they apparently don't exist at the moment so you want be able to reach anyone. I am wondering if the company has pulled the plug on this as they are about to go under financially?

The on-line agents are never available - you are directed to phone - and phone line reaches hotel.com but consistently discounts you after 90 seconds of a pre-recorded clicking noise while on hold saying there is a fault. Very suspicious as gives the impression they are faking a system fault. Infuriatingly the phone system kicks back in to thank you for being a valued customer before ditching your call. Clearly they do not value their customers so a honest message that they have decided that your business is not worth resourcing their support lines would be less annoying.

I have an amended reservation agreed with the hotel and need hotel.com to make the changes but the customer support apparently is a just mirage. Hotel have been brilliant and helpful but beginning to wish I had used a different site or booked with them directly. The hotel.com brokering creates a world of inefficiency and frustration for the customer. Their advertised customer e-Mail support bounced back as undeliverable. So e-Mail, chat and phone options all useless and you simply have no way of contacting them. Hence are they about to go under and focused on only taking as many cash bookings in online as they can before they collapse?

Used them for a few years and everything’s been fine , but you can always judge a company by the way they react when something goes wrong , had to cancel a recent trip , they took a percentage cancellation fee with still months to go , which I thought was a bit unfair , but my main gripe is trying to get a hold of them to get a bonus night I used on this trip refunded as they said it would be in 3 working days - well that hasn’t happened in 10 days so far , their online chat is to bots (so useless), trying to actually talk to a person has been a nightmare . So I won’t be using them again either. Cant believe the amount of negative reviews on here about them , if I’d had seen these , I would never had used them on the first place .

Terrible customer service who wouldn’t refund or allow amendment of booking made pre covid for a booking which happened during covid. Unhelpful and most of the customer agents had a poor grasp of English.

On 19/2/2020 we confirmed our reservation at the ΄΄KALKEN '' hotel, in El Calafate, Argentina, via hotels.com. However, due to the unprecedented situation with the coronavirus and our canceled flights, we had to cancel our entire trip.
After contacting the HOTEL KALKEN ' by phone and via email, it confirmed to us, orally and in writing on 16/3/2020, the free cancellation of our room, although the booking conditions were non-refundable.
The written and oral confirmation from the hotel for the free cancellation of our reservation, combined with the fact that the use of a coupon of the same value for the same destination, for a long time is and will remain prohibitive, as well as, that the reorganization of such a long trip can not be done imperative in order to receive our money, lead to the conclusion that the only acceptable and fair solution is the return of our money.
This coupon, provided by hotels.com, is not a solution for us and implies the loss of our money, without the provision of services and without of course, our own fault. It is not possible for the customer to bear all the responsibility for the canceled flights and the problems that arise due to the pandemic, and the agencies, taking advantage of the situation, not to refund money from the non-provision of services, providing as an alternative, impossible solutions.
Having organized such a long trip and cooperated with airbnb and booking, we did not face any problem in our refunds, as this is an unprecedented situation, which no one had predicted, nor is it responsible for it, nor was it able to managed, and which was perceived, by these agencies, in their honor and for impeccable service, to all their clients.
Please review the case and get our money back, which is the only acceptable solution, for us.

Yours sincerely
Kalliopi Kechri

Made reservations on Hotels.com for a hotel they did not describe honestly! Clarion Hotel & Convention center located on Larkin in Joliet, Il! Worse stay ever! Hotel was filthy. The bathtub and shower head were filthy, the rug had burn marks in the floor and even the sheet had burn holes in it and there was a large brown stain the carpet smelled like urine! The coffee pot wasn’t even clean and to make matters worse there were men drinking and shooting dice outside by the front door in the morning. We couldn’t take a shower while we were there for two nights! Horrible horrible horrible and now looks like we have to fight both the hotel and hotel.com for a refund. No one should be subjected to this. Horrible horrible and I wouldn’t recommend anyone stay at this hotel!

Hotels.com did not honor their price…
Hotels.com did not honor their price guarantee with me. I was charged $146 when I called and notified them that prices went down to $115 (the day before). They replied that I did not contact them in time. But I did. They had such long hold times after over an hour and a half in the middle of the night they called back at 12:09am, they called back. I called the next day and spoke to two different reps (have problems speaking clear English as well) who I asked to take my phone number in case we got disconnected. Both times call dropped and they never called back. This company has gone down hill and there are so many other viable competitive options. I'm done with them.