Hotels.com Reviews 524

I've used Hotels.com for 15 years and more. They used to be superb with an outstanding rewards programme.

Since moving onto the Expedia platform the service is atrocious and the rewards are non existent.

I recently booked The Riverside hotel in Cirencester, 6 months in advance and paid up front in full. Two months before my stay the hotel and Hotels.com cancelled my stay, stating there was a problem with my credit card yet they had already taken the payment from me. I couldn't contact either Hotels.com or the hotel, I couldn't speak to a human and I've lost my booking. There are no alternative options within 12 miles.

I've been badly let down. Service is non existent. Customers don't matter.

Such a shame because I was incredibly loyal for 15+ years.

customer service nonexistent, complaints ignored for weeks now, 0 replies to emails. it`s just another company that doesn`t care. they ruined my trip and now hide rather than offer a bit of empathy

I would recommend booking directly with the hotel rather than through Hotels.com, as parking is free if you book directly, whereas I booked via Hotels.com and had to pay £15 per night for car parking, which I only found out after booking.

I booked an apartment paid deposit then got a message to say I had canceled the booking.
Iv emailed and tried to phone but no replies or responses at all. I have also contacted the host. I still havnt had a refund. Also thier facebook has been targeted with people leaving WhatsApp numbers on that are scam numbers.

I booked a hotel and wanted to speak to a person but was unable to. Spoke to someone online, which was suppose to log my request, but never heard a thing. I will not be booking through this site again.

Had a bad experience at a prepaid hotel and whilst the hotel denied saying they would refund me, hotels.com agreed with my complaint and refunded me themselves.

Got an email today about the tranisition to the new "Hotels.comCash".

"After listening to travellers like you, we’re delighted to share that we’re upgrading the way you’re rewarded on Hotels.com® in the UK.¹ The One Key™ loyalty programme will transition to Hotels.com® Rewards, and here’s what this means for you: Stay a total of 10 eligible nights and you’ll unlock £100 in Hotels.comCash™.² You can use this reward all at once, or bit by bit – any day of the year, with no blackout dates."

This is rubbish and I can't see how this is an "upgrade" that travellers would have wanted... Previously 10 eligible nights gave you 10% of the value of the stays you paid for, which is far higher than the £100 that it will now translate into.

Booked a hotel, recieved a confirmation email, followed by severla "get ready for" emails. Hotel had no record of the booking. People at hotels.com couldnt find a number to call them - I had to provide it, the hotel was fully booked and had no space for me, they couldnt find a compable hotel to put me, which essentially left me stranded in rural Malawi. Would give them zero stars if I could. Back to booking.com

I have been a customer of Hotels.com for many years and have held Gold status throughout that time. However, since the merger onto the expedia platform has been a nightmare. When I try to open my email booking confirmations it keeps sending me to the US website, its a nightmare going to my bookings. The whole interface is a pile of s**T and is as un-user friendly as it can possibly be.There was nothing wrong with the old system and it was efficient and user friendly. How anyone in their IT department can think these changes is an upgrade to customer service is in the wrong job.

I made a booking and paid an optional trip protection fee to be able to get a refund before a particular date.
I cancelled before that date and they have said they can’t refund because the hotel doesn’t do refund. This is after paying a trip protection fee

I am currently pregnant and the stress they have put me through has made my pregnancy difficult.

They up charge you. Think your booking for two guests only to find out when checking out there’s a $10 fee for the second person. I’ll NEVER USE Hotels.com again!

Like many of these platforms, good when a simple booking and all goes to plan, but if an issue then dont expect any support.

Hotels.com used to be good, have a good reward scheme but over the past 1-2yrs its seriously gone to the pits. The rewards are not worth it anymore and if you need customer service then expect nothing but hassle and frustration. Remember, this is an American company, American customer service, so when there is an issue they just dont get it here in the UK. Ive been double charged, proved it, refunded, then a day later took it again (so paid twice for the same room). Visited properties where there has been a booking issue and guess what, Hotels.com unavailable to resolve or cant. Just pointless, nowadays instead of booking with them 3-4 times per week, I book maybe once per month at most.

My advice to others that didnt know. Hotels.com take 20% from every booking with a UK hotel (not sure on rest of the world). Call the hotel directly, tell them the price of Hotels.com and they will sell you the room for less! So if a room is £120 on Hotels.com, then the hotel will do it for £100 direct if you tell them. This is what i do now, never an issue. No rewards, poor service = book direct and avoid this platform.

I’ve been using Hotels.com and their app for roughly three years, and I’ve consistently had a great experience. I’m a Gold member thanks to the stays I’ve accumulated, and the rewards have genuinely made a difference. Several times I’ve paid only a small amount for excellent hotels—for example, around £7 for a £65 room, or £30 for a £200 per-night hotel! These savings were possible because I regularly used their service and collected points basically.

I’ve never had any issues with the hotels I booked through the platform, which is why I continue to use Hotels.com year after year.

My only suggestion would be to make customer care more visible and easier to access. I struggled to reach them at first, but once I did get through, they were helpful and resolved my issue quickly.

Overall, it’s a reliable service with great rewards, and I’m happy to keep using it.

Terrible service. They sent me a link to make a group booking which didnt work, when i called for assistance they booked the wrong amount of people and no breakfast despite confirming the correct details on the phone. They told me the wrong amount for the payment, took more than they said and added on a cancellation insurance without discussing. When i called to fix this, they couldnt do it and when i then asled to calcel they told me I would have to pay a cancellation fee. terrible, terrible company. Will not use again.

Arrived at the Bluewater hotel and thought it looks nice. Went to reception and met the staff, Andrea and Phil. They told us the swimming pool was out of order and someone was working on it, could be fixed by teatime. Was then given a key to our room. It was on the third floor. The lift was out of order so we had to walk up the stairs. They looked like they hadn't been cleaned in weeks. The room was very nice but my wife has recently had a new knee and found it difficult climbing the stairs. Andrea then gave us a key for a ground floor room. This was nice and clean so we accepted. The next morning went for a swim. The pool still not fixed so we went back to our room for a shower. I turned on the shower and steaming hot water shot out and burnt my feet. Got dressed again and back to reception. Phil came back to our room and fixed the temperature control which had been stuck. After showering I looked for the hairdryer. There wasn't one. Back to reception where we were loaned one. the staff were really pleasant and apologised. I asked on three or four more occasions about the pool and asked to speak to the manager, David Collins. I was told he was in a meeting. I knew that was a lie as I had just walked past his office and the door was open. There was only him there. I phoned later and was told he was on the phone. I said I would stay on the line until he's free. After waiting 25 minutes I hung up. I later rang and was told he would ring me back. He never did. I was being fed lie after lie. I later caught up with him. We came to an agreement that we would leave the hotel immediately and he would refund me one day. He said it will take 5-7 days to get into my account. It never arrived so I again rang the hotel. I was told David Collins has left the company. He hadn't even passed my complaint on. The new manager is a man called Dushyant. I met him, he's a really nice person. I am sure he will turn the hotel round. All it needs is more attention to detail. Looking at the reviews since he took over he is already vastly improving the hotel. The staff are very helpful and with the pool fixed and the hotel cleaned up it could be one of the best hotels in Blackpool. It has it's own car park, its in a good position, value for money and I have heard it's in the process of a refurbishment. I'll give it another try sometime next year.

Tried to spend $5k+ on a booking to the Maldives and could not get through to customer service to ask a question we had regarding the listing comparison v's booking direct. You cannot speak to customer service without a booking number.. we have now booked directly with the hotel despite it being more expensive.

Awful website and customer service!

Subject: Urgent: Website Error Caused Incorrect Booking Dates

Dear Support Team Manager.

I am writing to raise a serious complaint issue with your website that has resulted in an incorrect hotel booking and a financial loss on my part.

When I made my booking on yesterday evening I selected specific dates in your search engine 30th October to the 1st of November However, once the booking was processed, the confirmation showed different dates!. I have since revisited your website and confirmed that the issue persists: the search results show one set of dates, but when proceeding to the hotel’s booking page, the dates change automatically.

I have taken screenshots that clearly show this discrepancy, confirming that the error lies with your system and not user input.

This error has caused me to incur unnecessary costs and inconvenience, and I respectfully request that you:

1. Correct the booking to reflect my intended dates, or

2. Issue a full refund for the affected booking.

Please confirm receipt of this email and advise how this issue will be resolved. I have attached the screenshots as evidence.

Please make a prompt reply.

Kind regards

And guess what nothing back! They have taken my money and not investigate the problem disgusted with the customer service and the booking department.
If they do this to people it's a quick way of getting money from you.
Beware people!!!

One of the Worst Customer Service Experiences Ever!

I’ve had one of the worst customer service experiences so far with Hotels.com. You have to wait between 30 and 50 minutes just to speak with an agent and often, the call gets terminated by their automated answering machine.

The robot system is absolutely outrageous. It doesn’t accept your itinerary number, phone number, or the last four digits of your card payment, even when entered correctly.
When I booked the hotel, I never received a proper confirmation number by email, only an alternative number, which made it impossible to provide the right details to the automated system.

You'll end up stuck in an endless loop, wasting your time. If you need urgent help (for example, when you arrive at the hotel), be prepared to spend almost an hour trying to reach an agent and even then, the robot system might hang up for no reason, despite entering the correct information.

To make matters worse, some of the agents lack experience and don’t seem capable of resolving issues properly. I contacted customer service six days in a row, and despite being told I’d receive a confirmation within 24 hours, nothing ever arrived, neither by email nor text.

Hotels.com also showed no ability or willingness to contact the hotel manager or the hotel’s head office on my behalf to resolve the issue with my reservation.

Didn't get my refund back either.

Overall, an extremely disappointing and frustrating experience.
Highly not recommended.

Started booking all my hotel stays with Hotels.com, until I made hotel booking but it didn't show in my Hotels.com app.
I contacted Hotels.com through there App/webchat and asked if they had any record of a booking for the specific hotel on the specific date with my name, email address or telephone number. It all came back as no - nothing at all, so don't worry about it.
So when my credit card was debited on the date of the booking, I was naturally upset to lose approx £150.
It wasn't the hotels fault, and because the hotel wouldn't make a refund, Hotels.com refused to even provide a gesture of goodwill.
I have booked over £750 worth of hotels this year with Hotels.com and my intention was to use them going forward and collect their rewards points.
I must have contacted Hotels.com 10 times after they said 'if I could provide specific information from them with my name on it' they would help resolve the refund for me.
When I provided what they asked for, they ultimately refused to help at all. I'd have been happy with a contribution to the money I had lost, but no, nothing!
I will no longer be using Hotels.com.

Booked through Google. Google took me to Trivago, which showed the correct hotel - then linked me to Hotels.com so I booked it. Turns out it's a completely different hotel in a different area, so effectively I've been conned. Ridiculous.