Hotels.com Reviews 524

I use hotels.com to book business travel and when I have built up enough stays I use the rewards for a personal trip. When I go into my browser the menu bar across the top shows my name. If I click on my name it shows my rewards and how many additional stays I need to collect to earn a free night's stay, therefore, assume I am logged in. I then proceed to book 10 nights for business. After booking I discover that I am not logged in at all! I contacted hotels.com to ask them to transfer the booking to my account but I am told this can't be done and I should cancel the booking and re-book. The property has no more rooms available so I can't do this. This feels like an extremely unfair practice and should be fixed immediately.

I booked a hotel (Whoop Hall) for my wife and myself for a business trip, only to arrive at the hotel which they have advertise were there was no staff to greet you, no evening food then to be told to get a takeaway, got woken up at 5am by dogs barking in the room next door, no breakfast and no staff to complain to.
And then to add to the pain Hotels.com say that because they can not get hold of the hotel (NO STAFF) then i am basically on my own and you pay your money you take your chances.
NOT GREAT CUSTOMER SERVICES

Cancelled our hotel then expected us to pay for a new one at more than double the cost. Call us late at night to try and sort it and offer to pay the difference between original and new hotel then only cover two thirds of this saying I needed to pay the tax at the hotel even though the tax was included on the original booking. Try to speak with them through their Facebook page and they just don’t reply when there is a problem they can’t sort. Poor service full of broken promises and awful customer service.

I had been using hotels.com to book rooms for my business for years, however that changed today.

Hotels.com offer free hotel stamps towards a free room, I received an email saying you can keep your reward room active by booking another rooms, so I did, 9 infact, only to find out 2 days later that the free rooms expired anyway.

I spoke with them on the chat but pointless they are clearly not willing to help or even listen, no contact number or email would be given just the old computer says no. it was pointless they are not interested

don’t even bother the stamps are worth nothing when you want them.

Dive Inn Resort Sharmel Sheikh

From the moment you enter this family hotel you are treated like Royalty!

The reception staff were very welcoming and the lovely man that escorted us to our room with our luggage is a gem.

The food was excellent, differant selection each day and the waiters and chefs were very attentive and sociable.

Costa the Customer Relations Manager is a BIG assett to this family run hotel. His people skills are excellent and always on hand should any problems arise. He would always take the time to have a quick chat or just stop and say hello to make sure you were having a good day.

The bar staff are amazing and have the patience of a Saint (some guest were very demanding and rude) but not once did these lovely young men raise to the bait!

Last but not least I have to give a big shout out to Eilijah who has a shop located within the hotel. Please if you go to this hotel you must visit the shop. This guy is histerical and very entertaing makes a good cup of apple tea as well. We purchased some tea to take home but left it in the room when we left. Eilajah arranged to have more sent to us when he found out with no additional cost. He has some fantastic gifts and a very good prices. Thanks mate your a 🌟

Thanks for making my 60th so memorable. Xxx

DONT READ THE NEGATIVE REVIEWS . JUST BOOK YOU WILL LOVE IT

See you all next year

An awful company. I saved up points and within one month of my last trip had all the points deleted.

Just an AI Robot voice for customer service and no human contact. A complete scam and I’ve deleted my account and from now on avoid Hotels.com always.
Date of experience: 30 January 2023

I booked a hotel in Buxton,and it advertised having a bar. There is no bar,and no facilities to get a drink

Terrible transactions processing would not let me use my free nights and I have more than 20 free nights left. Seems like they bait you and then when you try to redeem they deny you using it.

I have never endured such stress in booking what is meant to be relaxing holidays. I have had problems in every transaction with this company for almost a year now, with some vacations outstanding as well.

The holiday I have taken so far, the Radisson corporate office had to compensate me with a free suite later this year because the photos on the hotels.com website were so wildly misrepresentative of the actual run down hotel suite that I received. 

It's the worst booking site I've used, and I'm trapped in it simply because otherwise I would forfeit my gifted card balances. Once those are depleted I will certainly never use this agent again.

I can't really add much more than what has already been. Said by hundreds of others. Pretty damning all around. Awful customer service, a rewards system that is worth nothing to me if they expire the reward before I can use it

Cancelled a reservation well within the free cancellation window. Received a confirmation that booking was cancelled and there was no payment due.
Hotel still took payment and when challenged informed me that Hotel.com would refund. On contacting Hotel.com customer service told me there was nothing they could do.
DO NOT USE HOTEL.COM, ABSOLUTE
CHARLATANS!

Booked a holiday in dubai for over £2100. Had an issue where my nhs discount code wasn't applying. Contacted hotels.com over phone where the agent asked me to present my nhs id to hotel staff and they will reimburse me 10% of the total. Which obviously turned out to be a false information. Contacted live chat support multiple times with every time having to explain the issue but they all refused to help and one of them even said despite our collaboration with blud light app, we do not honour nhs discount codes. This was shocking experience for me. I paid through Klarna but dont have much hope.

After a tough two years (COVID and as a healthcare worker) I was finally celebrating my birthday. We booked a nice hotel in London for 24-26th Nov. It was a fully refundable room before 18:00 23rd November. Unfortunately trains strikes meant our return date was affected so I thought to change to 25-27th Nov. i checked the prices and should be the same as I paid. I used the hotels.com app, got through to an agent on the chat. This is where the problems started. They kept saying he understood my ask (NHS discount code AND fully refundable option). They booked an non-refundable room, added £30 charge, didn’t understand the issue, didnt tell me they did these things. They didn’t understand anything I asked. I asked to speak to manager/another member of staff. They said nobody was available (but I heard laughing in the background on at least two occasions).
Then I felt it’s easier to cancel, it’s the fully refundable option. I didn’t know they booked a non-refundable room, I read my email and I have now lost £360 total because of their agents mistake.

Twitter staff were a bit better but have not resolved the problem. I’m now down money & lost any chance of celebrating my birthday.

Lesson: directly cancel and rebook as staff for changing the booking are very incompetent.

UPDATE: They took my money and lost me £360 in 30 mins, hotels.com “need to investigate” and have no end date for the investigation. They have ruined my birthday weekend.

UPDATE 2: hotels.com support on Twitter obtained the phone record and are refunding me. However, I cannot rebook (price significantly increased) so totally ruined any plans we had. I asked for a formal complaint to be filed yesterday. They have responded with “ Hi,
Please give us some time to review the previous conversation, so we can better assist you with your concern. Thanks”. No update since.

UPDATE 3: it’s costing around £150 extra for me to try and book singeing and hotels.com offered a £20 voucher. Didn’t read the room. I won’t be using them again.

Awful customer service, they have no CRM system or even a take notes against your account so every time you speak to someone you have to explain everything again to them. Very inefficient and staff don’t really care about customers. Never using them or booking on their website again. Also they have some hotels as four stars even tho the beds had blood stains and the rooms were disgusting

Error-strewn booking engine & incompetent customer service with a culture that stinks.

Repeated inability to complete a booking that imprints on my credit card until it wipes off after three days. (Third Party?) Customer Service agents are unwilling to resolve and hide behind a Web Bot. Chuck the blame onto the customer for Hotels.com's own booking engine coding issues and not interested in investigating the root cause.

Not willing to provide proper comms support with customers that they must be losing in droves.

Suspect that any potential booking with a discount / loyalty code (Tesco Clubcard) is being rejected deliberately to only take full-price bookings. Makes a sham of being interested in customer service.

To cap it all off, the UK's largest supermarket also show zero interest in getting involved. Strange given they're complicit in effectively stealing over £100 from their customer.

I booked a room, had to change the dates and believed I was paying an extra £50 - they then took the whole amount again (£220). This is the second time it's happened. Will NEVER be using this site again.

Booked a hotel property via these.
We turned up at the property to find it was shut and had been for a while.
How can you still list it as available.
SHOCKING
AVOID BOOKING THROUGH THIS COMPANY.
AVOID THE SAME THING HAPPENING TO YOU.!!!!!!

I ve used these numerous times unfortunately this week I’ve had two future bookings cancelled on me with very little help to sort alternative accommodation. They did give me £25 off my next booking but that doesn’t cover the difference of finding another property unfortunately.

I had a voucher for Hotels.com and search for a hotel in Spain, found one for £187, b&b for 4 nights. As my voucher was for £148 I was chuffed that I would only have to add £39 - Great!!

But when I then tried to book it via the Hotel.com site I found the SAME hotel, SAME dates, SAME room now costing is £257!!

I am absolutely appalled at this day light robbery, I will NEVER use them again!!

*UPDATE 27/10
I have now sourced a hotel locally for an overnight, taking my 3 young grandchildren with me, cost for one night on Hotel.com???? £167 b&b!!!

Cost of SAME hotel, SAME dates, SAME room type via the hotel's own website...£105!!!
Think I mentioned this before but......I will NEVER use Hotel.com again.

It's fine if you don't need ANY support or you don't have a price promise guarantee match. If you need either YOU ARE SCREWED.

FIrst price match (a while ago) the guy on the phone (they like to do phone so no written records) just kept telling me he couldnt see the price i had on the competitor website. I used a vpn, i changed browsers, I cleared cache - the price I quoted was 110% available on every option for me, but none for the hotels.com person so they wouldn't honour. Suspicious but I thought ok.

Yesterday, I submitted Expedia proof of price difference. They tried everything to deny it! 'Expedia isn't a competitor'. 'Yes we know there's nothing in the T&Cs text but we only have 4 competitors'. etc etc. It took 90 mins, They wanted to go to the phone - I refused so I would have written evidence.

After 90 mins and threatening to contact the customer services director I found on Linked In - SUDDENLY they gave me a £100 voucher. I was only claiming for price match for <£50... I have no idea why they wouldn't just honour my claim.

I'm done with hotels.com now. I will just use of (their 4 only) competitors from now on.