Hotels.com Reviews 

The reservation said free cancellation and we wanted to cancel one of our nights. They were going to charge us extra to cancel the last night. It makes no sense. Horrible customer service.

Very misleading information about cancellation. I booked and then cancelled 2 days later and was charged 103.50. Free cancellation with Booking.com from now on!

If i can give them 0 ,i booked my reservation May to stay in June 12, arrive in hotel 7PM, the lady in front desk dont find my name i showed them my reservation and confirmation number from hotel,com but nothing she cant do for me. guess waht is late i cant find any hotel last minute cause is weekend ,i sleep in my car with y husband very angry. Dont trust this company

company that does not comply with contracts, false promises, cheap but complicated reservations when arriving at the hotel pure paperwork, I do not recommend it.

A terrible service. Calls are directed overseas and most of the people who answer the phone just do not care. We wait ages to get through, then get cut off and they do not call you back. Hotel.com used to be a good service but an absolute joke now. They do not record conversations or actions on their electronic system, so when you do eventually speak to someone, they have no record of any agreements or actions earlier agreed. They say they rang the hotel and when I spoke to the hotel direct, they had no re-collection of the call. No-one seems to care... when they do not want to deal with your query, they cut you off... officially the WORST company you will ever deal with!!

#notapennymore
this company is funding levy, please don't give any money to them

First-time experience using this service is ok. But if you had some issues you just can't resolve them because as always for bad companies chat on the website is automated and not useful at all and when you make a phone call the phones do not get answered

3 hours on the phone talking to multiple people, after almost getting somewhere I have been sent back to the beginning and had to start all over again. These people owe me 3 credits and I can never get through to claim them. Their computer systems are useless, the staff don't have access to all the details so they have to keep contacting other people for extra information. I have given up on ever getting the credits they owe me - very dishonest system.

Not So good service. Terrible experience.

First time using hotels.com and what a disgrace. Booked a five bed villa in turkey through them on the 09.04.2021. Dates and availability checked and confirmed by the site. As soon as I paid the £236.08 booking fee i receive a whatsapp message from the villa owner to be told they have no availability. Offers me alternative accomodation that is not what i paid for (a three bed apartment), on being asked to cancel and refund i was told he could not action it from his side and to chase up hotels.com.

Hotels.com have an automated web assistant that is useless and kept saying all adivisors are busy. Three emails to customer services later and no response from hotels.com.

Thankfully i paid through paypal and after involving them two weeks a go i have just received a full refund.

I would say eyes wide open when dealing with them. I got suckered in by the advertising and the fact they are a big name in the market. Always keep all correspondence and evidence. Had i not screenshotted everthing i feel that they would not have agreed to refund paypal.

And to top it off nearly 1 month has gone by and still not a word from them. Not even an automated email response from customer care. Shocking customer service

Having booked a hotel in Switzerland for April 2020 costing just under £500.00. We had to postpone the booking to April 2021, due to the COVID pandemic. Unfortunately due to UK and Swiss travel restrictions in March 2021 we once again had to rearrange the booking. Hotel.com advised they could not issue a coupon so would refund in full. They cancelled the booking but no refund was recieved. Numerous online chats and telephone calls failed to resolve this issue. This is one company who will not be effected by the worldwide economic problem as if this is the norm. It will be the customer who will have kept them solvent.

Nothing works.
The website chat line as automated and very poor.
The phones do not get answered.
This is owned by Expedia who were bad before the pandemic.

I booked Hotel Guadaloupe sol in Magaluf for May 2020 was cancelled re Covid rebooked for 14th May 2021& was given Voucher to rebook I then
Paid extra £42.55
This May will be cancelled again re Covid
Tried to rebook for Sept, Hotel now has price rise of
another £277.45
So then tried to book cheaper Hotel Sol Y Vera for the original cost as will struggle to find extra £277.45
Hotel.com now inform me I can’t change Hotel
I have called them numerous times on this matter
Each time an hour to wait to be answered & so long on the phone as it appears no log of previous calls
Mind boggles at how they run an International Company with such appalling Customer Service
A guy promised to email me with no avail
Another guy went through the whole thing again
still no joy
Can Hotel.com make me use my £335.55 at same Hotel instead of my trying to still get a break I can afford with Hotel Sol Y Vera
Baring in mind they have been holding £335.55 for over a year !
They also say I can’t rebook now as it takes time for
Voucher to go through

I've used hotels.com a couple times now and I've always had a good experience when booking my travel accommodations using their services until recently. I booked a trip on January 2020 for August 2020 for a wedding in the Dominican Republic, this was before the pandemic broke out.
Due to the pandemic the wedding was cancelled. June 2020 I called hotels.com to cancel my trip as well and I was informed that I would receive a refund for the hotel portion but only credit for the flights ($1,087.96). Along with that I was told I only had until January 2021 to book flight, I questioned the representative because how is it possible that we were in the middle of a pandemic and they were only giving me credit to be used within less than a year to book flights/travel. In August 2020 I received an email from hotels.com stating they were trying to work with the airline (JetBlue) on certain aspects of their policies with the goal of supposedly simplifying the process of using the airline credits due to the COVID-19 crisis.
As the months progressed and COVID-19 worsen, my own family members started to get infected, I have since lost two family members due to COVID. there was no way I could travel anywhere and possibly risk the health of my family members, especially my 85 year old grandmother with whom I live with. So I called hoetls.com frequently for updates on the extension of my credit, of course there would always be a long hold before being connected to a representative, when I finally got to speak to someone and asked if there was an update on the extension to my credit being that we were still going through this pandemic, I was told that they had extended my credit until February 24th,2021, I had until then to use my credit.
I had been told by a friend that she was having trouble using her credit and how she was misinformed by representatives telling her an incorrect date of expiration. I definitely did not want to lose my credit of $1,087.96, so I called hotels.com again on 1/1/21 (3 days before the original expiration date) to CONFIRM and make sure that my credit was indeed still good until 2/24/21. I spoke to Logan from hotels.com and he stated that my credit was extended until DECEMBER 2021, which made sense to me because individuals are still getting infected by COVID, and to top it off there are several travel restrictions in place, so who would want to travel?
I called hotels.com again on 2/27/21 and spoke to a representative by the name of James who stated he would assist me with this, he stated he would contact JetBlue while having me on hold, I was placed on hold for about half an hour. When he came back on the line, he informed me that my credit had expired on 1/4/21, I had explained to him that was impossible because I had CONFIRMED it with LOGAN on 1/1/21 that the credit was good until DECEMBER 2021. He went on to say that he was going to look into the matter himself and that he would return my call. I have yet to receive a call back from anyone.
Since then I've been calling hotels.com nonstop, making note of who I speak to and every single representative that I've spoken to has told me the same thing, "it's been noted and a supervisor will be calling me", some have even told me they would contact JetBlue themselves and call me back. AGAIN no call has been returned.
-Spoke to Angel on 3/1@12:04pm
-Spoke to Angel again on 3/3 @12:10pm
-Spoke to Rhea on 3/4 @12:07pm
Case#:S#83527791
(as per rep ^ this matter was escalated to higher department, who will be calling me back)
-Spoke to Mike on 3/12 @12:13pm
ID#:102
Stated he was going to call JetBlue and give me a call back within 24hrs
-Spoke to Camila on 3/13 @1252pm
Case:83719691
I've just been getting the run around, with no answer nor help from hotels.com. I called JetBlue myself and explained to them my current situation and they stated they could not do anything about it, how their system shows expiration date 1/19/21 (WHICH IS YET AGAIN A DIFFERENT DATE GIVEN), they went on to say that only hotels.com would be able to take care of the matter.
Hotels.com claims that their calls are recorded but they have yet to try to look back at the conversation I had with Logan on 1/1/21, where he assured me my credit had been extended until December 2021.
I have spent the last weeks dealing with this and have been given no concrete answer, nor received any call back by any of the representatives who stated they would return my call. I believe that this is all unfair because as I explained above I was given incorrect/false information by the representative at hotels.com. It's extremely disappointing that a company that I've used and have recommended to others is now so careless to even return a phone call. How anyone would be expected to travel during a GLOBAL PANDEMIC, let alone be given only 7 months (from when I cancelled in June2020-Jan21

Hello,

I travel frequently, and am not the type to leave a review, in fact for a hotel experience from the booking of it and the actual hotel stay, this was the worst hotel experience I have ever had in my 56 years. I had to put the time in and get this review out there. It’s not just the hotel, it’s also Hotel.com which I will never use again, and the hotel Drop Anchor in Islamorada, Florida Keys.

I go to Florida Keys 3/4x a year, me and the guys do fishing trips. We always stay at the Breezy Palm in Islamorada. Normally I call and book it over the phone. This time however, I went online, wrote into Google, “Breezy Palm” and the Breezy Palm hotel pictures and facility came up. So I continued the online process, checked availability, the Breezy Palms had the opening on my dates, and I went ahead and booked my room.

Turns out the online process runs through Hotel.com and they took my money for the whole 3 nights stay. (Which normally the Breezy Palm only charges the 1st night and we square away on checkout) but, I didn’t care, in the end, the amount is what it is. They sent me a confirmation email with reservation number.

So on the date of my stay I arrive at the Breezy Palm (along with 9 other people for our fishing trip) the date is March 13, 2021, much to my surprise- no reservations!

I pull up my reservation number and the lady at Breezy Palm points out it’s to a Drop Anchor Hotel 4 miles away?? And they are sold out at the Breezy Palm. Why did Hotel.com show Breezy Palm pictures and facility, lead me to believe that I am booking the Breezy Palm, but really book me some where else? THIS IS BAIT AND SWITCH TACTICS by Hotel.com. The room rate was also $743 for 3 nights? Which is a little higher than normal for Breezy Palm, but at Breezy Palms there decent rooms, with bedroom, kitchen, and living room with pull out additional beds, the rate was marginally higher due to spring break season, which was Ok for the Breeze Palm to stay at.

I would never EVER have paid that rate for the Drop Anchor no star hotel Hotel.combait and switched me too!

When I get to the Drop Anchor, the room is about the size of a large over size closet and only one bed that barely fit in it - which didn’t work for us, as we were two grown men that aren’t gay.

I immediately protested the room. They were sold out also, and didn’t have rooms to switch, after some debate the attendant there brings a mattress that barely even fits on the floor. The room I am not kidding is the size of an over sized closet 10 X 8 maybe? With the bathroom! I have pictures and videos of the room. $743 for 3 nights and your in a oversized closet of a room, the a/c doesn’t work - and it gets 90 outside, no closet to hang your clothe, no door for the bathroom (it’s a sliding door with holes with no lock) the bathroom is maybe 2 feet wide? No fan for toilet, you can’t sit where the toilet is as there is no room (has to be seriously out of code), you have to enter the shower sideways and slide in. The toilet paper holder is hanging from the wall. Again, I have pictures it’s shocking. The shades on the windows are all broken and has holes all over them. This room isn’t even a Motel 8 caliber $59 a night room? This room was most likely a storage room jammed together and converted into a very poorly made half bedroom to try and squeeze more rent out of something that shouldn’t be rented. I also question the safety of the room due to the bathroom serious out of code (spacing) construction and/or lack of its proper up keep and maintance.

When I complained and left a bad review, as Hotel.com sent me a link, the hotels response was “you booked it like that” which was never EVER the truth. I am going to look to see if there is any legal recourse for leaving me stranded on my vacation like that for both Hotel.com and there bait and switch online tactic, as I’ll bet I am not the only one this has happened too and Drop Anchor Hotel.

BUYER BEWARE OF HOTEL.COM and DROP ANCHOR in Islamorada, Florida

Signed,
Enrique Perez

Great selection of hotels! Found my dream holiday :D

Here are the facts -

1. Hotel booking was cancelled due to COVID
2. They sent me a message to say I would receive a refund
3. They then sent me a message to say they made a mistake and would send me a voucher
4. The voucher is not being accepted for the booking
5. I have been trying FOR ONE YEAR to resolve this
6. They do not answer emails, or conveniently cut you off when calling them

If you appreciate your hard earned money literally book with ANYONE other than these SCAMMERS and save yourself a lot of hassle!!

hotels.com engaged in 22 messages with me over cancelling my booking over 3 months prior to my stay telling me to wait while they looked into it. Once my booking date had passed they blamed me for not cancelling and kept my money - SCAMMERS AVOID AT ALL COSTS

this is a good app. can find more cheap hotels.can less ypur cost to travel.this is good company