Hotels.com Reviews 

Have been waiting since April for a credit to rebook a hotel. I have contacted Hotels.com at least 9 times and there is either the excuse that there has been a system problem or a promise that someone will get back to me. Of course nobody ever gets back to me which leads me to believe Hotels.com have scant regard for their customers. I will not give up!

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

Useless. And they just cant wait to 'close the chat' and run away. 3 similar experiences of these guys now. AVOID!

Bad support, slow replies

Terrible customer service. I found the same hotel cheaper on a different website so I submitted a claim for refundable booking through their Price Guarantee page. The request was declined because the screenshot that I included was not taken from the payment page but from the front page (even though the price was the same after checking) and I couldn't take the screenshot again because the price has changed since then. I called the customer service and spent 35 minutes explaining that the price doesn't change and is still the same at the payment page and that I can't provide a new screenshot because the prices are constantly changing. I then found a lower price on the official website of the hotel that I wanted to book so I asked again if it's possible to get a refund but the lady from the customer service kept telling me that she can't see the price that I see, we even checked that we have the same URL but the price for her was more than 1/3 higher than on my screen (lol). I've been a longtime customer of Hotels.com and their prices were always a bit higher compared to the competition but I was hoping that one day when I need it the customer service will be helpful but I was wrong. I'm never gonna use Hotel.com again!

Apauling customer service. really unhelpful and rude.
Wouldn't pass me to a supervisor.
I would reccomending using another company and avoid these at all cost. Absolutely useless.

I will give them 0 star. Please DON'T use this ever ever ever again!!!!! Horrible customer service, I am trying to get a refund for the hotel I booked but never checked in because of the COVID. I called 7 times, they kept telling me the system is down and couldn't look up my reservation every single time (except the first one) which is obviously a lie. I wanted to speak to the manager, the manager hang up on me. They are sooooo rude, the worst company I've ever worked with.

4 months later, and I'm still fighting for a refund, for a hotel that shut down before our booking amidst Covid 19. Our booking was cancelled, and we seemed covered by Hotels.com COVID cancellation policies. Yeah right! After being sent in circles and over a month of being unable to speak to a human being, we just disputed the charge with our credit card company with plenty of documentation to back us up. We were appalled to find out a few weeks later that hotels.com were disputing our chargeback with Amex, saying the hotel was open, they had no cancelation COVID policies, etc (all lies). I then spent loads of time re-disputing it with all my evidence. Did I mention I actually have two instances of hotels.com saying in writing to me that I should be getting a refund?
I now anxiously check my post every single day for any further documentation from Amex. Horrible. Just horrible.
Years of service, Hotels.com Gold member, and rewards activity - no more.. .ever again. Shame on you hotels.com.

I would give this company 0 stars if I could! Recently booked to go to Blackpool. Only to find out on the day we were tracking up, they had taken our money, but not made the booking. On the phone for over 3 hours to get them to find us somewhere however, we were a party of 10 and we had booked an apartment. They couldn’t find us like for like, so put us into this b&b which was terrible. There were fights at night, blood on doors! To which we had to pay again Absolute nightmare!! Now hotels.com are refusing to refund us our money even though on the day they advised us we would get a refund on both the b&b and apartment. DONT BOOK WITH THIS COMPANY THEY ARE SCAM ARTISTS!!!!

Utterly disreputable company who are part of the Expedia group of companies. Fair warning; book with them and kiss your money goodbye. Avoid.

I love hotels.com! So easy and effortless! I even just bought my aunt a gift card because her and her husband love their vacations!

I have used Hotel.com many times around the world and even though there has been the odd hiccup I have been very satisfied BUT after having like many others my hotel closing due to Covid-19 along with my holiday the response or lack of one from Hotel.com despite me trying to contact them via phone messaging and even Facebook all I seem to be getting is we will look into this for you! It looks like the only way I'm going to get my money back is to claim cashback from my credit card and let them chase them for payment. As a result they have lost all credibility as far as I am concerned. I will never use them or Expedia who own them. Remember after this pandemic is over and we can travel again hundreds and probably thousands of us will remember the way we have been treated and will never use you again! If I could have given no stars I would have.

Covid 19 mess!!!
We cancelled our trip because of covid. I got a partial refund. hotels retained $1400 of my hard earned money because the reservation was partially refundable. I called 7 times and have spoken to many people and nobody is able to get me a refund or even a credit. They just said that they will send a message to the hotel, and nobody is getting back to me.
This is terrible customer service!!!
Never again

Unfortunately a 0 isn't possible and a -5 would be more apt. I don't think it would be possible for a company to lie so much. I didn't cancel my booking but they sent an email saying the booking was cancelled, and then tell me I cancelled it. No I didn't. Then when I call them and ask for a refund they tell me the hotel insist on a voucher being issued, so I call the hotel who say this is a lie and it is NOT something they are insisting on. I call the Gold Team back and again they say they have correspondence from the hotel to say issue a voucher and that it will be emailed soon. I do not accept a voucher because of your lies. Hotels.com then say in an email that they can only follow what the hotel ask them to do so I spoke to the Manager of the hotel on 3 separate occasions and he told me that he personally spoke to Expedia and told them to refund the money I paid as no money had been received from Hotels.com for the booking, although Hotels.com say they paid them as soon as I booked, which must be another lie, as what benefit is it to the hotel I booked to say this. So now the hotel I booked have said they are not insisting on a voucher and to refund the money but still Hotels.com refuse to refund saying they must follow what the hotel tell them to do??? They have told you to refund the money, so why do you say you will follow what the property tell you to do and when they say refund you say its not possible and that a voucher has already been sent and accepted. I DO NOT AND DID NOT ACCEPT A VOUCHER. Hotels.com tell me that they have correspondence from the hotel to say issue a voucher, so I asked them to send it to me and also who sent it and if its genuine I will accept the voucher, and this for any reasonable person is very simple to do, but I have just been told they cant do this. Why? Is it because Hotels.com are lying again and don't have this. How arrogant can a company be to go against their own policy, and to completely ignore what the hotel I booked are telling them. I have asked on several occasion to speak to a senior person and surprisingly nobody is available to take my call. As a Gold Member I will never EVER use this company again or any of their sister companies (Trivago, Expedia, Travelocity, ebookers to name a few) and I urge everyone else to do the same, as they clearly are not customer focused. They are not following the booked property's policy or anything the hotel are saying to them. They are clearly only interested in themselves and don't care about any customers.

Very diappointed with hotel.com! What an ordeal to ask my money back for my reservation that I made with them for the hotel in France May 2020.I know it is a NON refundable booking but France under lock down, also I found out that the hotel is closed! I asked them. All my flight was canceled! Several days before the date I contacted Hotel.com but didn't want to give my money back, I called them, chat, twitter, facebook, emailed still refuse to refund me. Only Voucher for a year that I don't think I can use, consider this situation (covid 19) I am very disappointed indeed! Its a very hard time already and this big company won't give my money back! I will never use them again and I will tell all my clients, family, friends not to book with them (Expedia group)

I am having the most awful experience to obtain my refund for a hotel stay that had been cancelled by the property due to covid 19, I booked a non refundable room and the property cancelled and giving me vouchers when i need the money.

Hotel.com have the nerve to say under normal circumstances i wouldnt be entitled to a refund. BUT THE bloody point is i didn't cancel the hotel did SO give my money BACK!

i had my event cancelled on me so then cancelled hotel for that event 36 days ago phone and web site are no good to find why they not paid it back as i did pay for room with cancelation part so hotel room was dearer
wont be using this site again or any site to book a hotel

Absolutely disgusted with this company. Hotels.com will not give me a refund for a journey I am unable to make to Corfu due to COVID-19. I spent hard earned money and could accept that if I cancelled the holiday I would not be refunded but am absolutely disgusted they will not refund me for a journey I am unable to make due to no flights leaving the UK. I booked here in good faith as I was going to Corfu to celebrate Easter with my Greek husband. Never in my lifetime would I ever recommend this company, they are making money out of people and giving nothing back.

The other day I went onto their website to see if there had been any change and guess what - they had cancelled my booking!!!!! Probably so they can say I did it. Absolutely furious.

Hotels.com are liars they told me the hotel I booked would only offer a voucher. My husband is Greek and comes from Corfu so he rang the hotel directly. They advised him that Expedia cancelled the booking with them on 26 April and charged the hotel a penalty! So not only are hotels.com swindling money out of us but it seems they are penalising the hotels too And making money during COVID-19.

I have been in contact with hotels.com by email and chat. They won’t refer you to a manager, so I headed my email to the CEO but still nothing. I have now written to Watchdog but unless many other people do the same Watchdog will not take up the issue. I URGE ANYONE WHO HAS SUFFERED (and there are many of us) TO WRITE TO WATCHDOG AND COMPLAIN ABOUT THIS COMPANY IN THE HOPE THEY WILL B HELD TO RANSOM!

Stated in the email that I have nothing to do. Within 7 days the refund for my hotel reservation with confirmation #: 8064966704853 that has been cancelled due to covid-19 London Locked down program. However, it's been 12 days from now, the money was not refunded yet to my account.

I spoke with the hotels.com rep and I was told that it would take 30 days to refund the money. How come it will take that long to refund the money? I do not deserved to be treated like this, I paid you guys on time so you have no right to delay the refund at all. That's not your money.

I have the right to demand since I paid you right and on time.