Hotels.com Reviews 524

I would not recommend hotel.com for a business as you do not receive a VAT invoice and therefore unable to claim this back. This should be transparent on their web site

Awful, looking at price pressed next to see what the charge and it took full amount!!! It went back to the actual date I was looking not the future date.
No refund st all. Kids were at school we were at work,and the hotel was a 3 hour drive away. Replies hotels caught but hotel states contact hotels.com.
£260 OUT OF POCKET !! SO ANGRY WITH THEM

Price match is a scam, don't even bother, they will waste your time.
Just wasted 2 hours on the chat with unprofessional useless associates.

Terrible company and poor customer services. I made a reservation with them arrived at the hotel no hot water or heating in the room had to check out and return home and hotels.com refuse to refund.

I've given up on trying to access my account on line. Their website is good when booking accommodation but useless when trying to o review previous bookings or seeing how many 'free night' tokens youve got etc etc. I think after I complete my next trip I won't use their services again.

Shocking customer service! I am
still Awaiting a refund for a hotel I booked in November as when I arrived to check in the owner had no record of our booking and they said that the only use booking.com! You can imagine my surprise! The hotel owner kindly found us another place to stay as the town was booked out.

Never again!

Customer service doesn't work
The information is incorrect
Not professional company at all
Nothing is accurate

Misleading advertising to put it lightly!
I called the "hotel" directly from online platform details and explained I could not go through with the booking as it is obviously very different from what I thought. They said a refund would have to be requested from the booking site I used, hotels.com
Having spent an hour liaising with hotel.com online they said the hotel has refused to refund and nothing they can do. I explained this is not what I was told.
Both sides not accepting responsibility. Total disgrace. I'm getting my refund despite their lack of customer service, as their actions are in accordance to fraud and theft
Never using hotel.com again

What is happening with hotels.com? I tried to book a hotel and use some of my rewards in the booking and found the website appeared not to be working. I did not get the normal filter coming up to make a booking and then tried to get some customer service which seem impossible - I am sorry but your chat bot does not work at all.

I have been trying to book a hotel using a Tesco Clubcard voucher, it's a complete waste of time. The website states that the voucher has already been used when Tesco confirmed to me it hadn't. It's impossible to contact hotels.com customer services unless you have actually made a booking. Very poor service. I gave up in the end and got Tesco to refund the voucher so I can spend it with a company that has got it's act together. Tesco would be well advised to avoid damaging their brand by associating with this outfit.

Booked with free cancellation in November and had to cancel 30th December still awaiting my refund. Called twice and still no further in getting my money back. On the phone over 30 minutes left on hold twice and refused a callback. Got cut off and then a one ringer calling me back and an email to call them!! I am still awaiting a response and will have to resort to a chargeback from my Bank. Please think twice before booking with them as very poor customer service

even though i made a booking for 3 nights .Had to change to 2 nights .i gave the correct notice required to get 1 night refund but according to Hotel.com says because the host hotel wont give a refund that they can't do a refund.my compensation is not to use them in future .

Cost me £529.00 could not speak to a real person. Would not touch with a barge pole.

hidden charges, unclear in adverts until you have booked,
pathetic customer service 🙄

Should be zero but not offered. Disability of sleep apnea. Stayed at Gold Bank Hotel Pague. 2 nights in a row asked for extra pillow, ignored and laughed at. Threatened with the police for asking 2nd night?? Spoke to Hotels.com at least 8 times and 12 emails. They have ignored the concern fully. Trying to offer a refund that does not equate to any percentage of 2 nights. Clear to see Hotels.com are supporting disability discrimination. They are also exacerbating mental health issues still, after trip is over!. Incompetent and clearly lacking in customer skills. Keep away. They have been part of Expedia for years but seem to lack any grace whatsoever. CEO John Smith for UK will be next contacted person. Stopped in over 25 hotels in Prague, worste one yet and Hotels.com as broker do not care!!!

The pension where I stayed in Tenerife (CasaBlanca) wasn't open on arrival. I eventually gained access, however the pension took 3 payments of 1 night instead of one. I asked Hotels.com to help but they have denied any responsibility, and have not put any pressure on Casa Blanca to refund me. Avoid Hotels.com, you will not receive adequate help

Just terrible to deal with. They make it soul destroying to get through to them, obviously on purpose and then pass you all over. Great when it works, but I wouldn't like to say how many times I've had to call....usually 1 in 3 bookings

I am a 'Gold ' Hotels.com member and despite numerous complaints, they don't honour their rewards scheme . Nor their price match policy. I booked 3 rooms, Hotels.com repeatedly tell me that these have been ' added to my account ' yet won't allocate reward stamps . They promise a stamp per stay ( unless you use a voucher / reward night ) but don't actually give that .

I have used Hotels.com in the past with no issues, however last week, we had a booking in London and once we arrived at the hotel, we were told there was no booking. So we had to pay for a new booking for a higher rate, luckily they had a room available. The support chat only offered a refund with no option for complaints/compensation or any other way to try and resolve this issue. Won't use them again