Hotels.com Reviews 524

OneKeyCrash could easily be one of the worst changes in recent times

One key cash is a rip-off. As a gold customer I used to receive 10% reward and now the very maximum I get is 6% if I stay in a VIP property.

Most pay between 1-2%.
I’ll be leaving Hotels.com after 15 years of loyalty.

I have one more booking with hotels.com and then will be using a different site. I have booked the equivalent of 35 nights for the next trip and would have got £167.00 towards 3 nights hotel stay and have another 5 nights towards another night free. With the new rewards I now only get £37.32. But apparently this is an equivalent reward to the old one. Quite clearly they don't want to keep customers. The advertising for the onekey rewards was nothing but a lie and against the advertising standards. I will not be recommending this site to anyone.

Since they got taken over the app has gone to crap and my platinum rewards have been cut by 80%. I used to get a free night every ten booking with Onekey it will take 30-40 bookings to achieve the same Disappointing.

I'm extremely disappointed with the service from Hotels.com—avoid this site. I had £313 in rewards and received an email stating that the nights would expire in September. However, when I tried to redeem them, I was told the nights had been converted to "onekeycash" and had already expired, despite the email indicating they were valid until 07/09. When I contacted customer support, they claimed the email was auto-generated and that my nights had already expired. I wouldn’t use Hotels.com again, even if they offered free nights, as other competitors are far more reliable.

I was previously a fan of hotels.com, I am a platinum member, however I received inadequate support and compensation for a recent booking at LSO guest house Dumfries. The guest house was filthy on entry the room looked dirty, closer inspection revealed a dirty pillow case, what appeared to be pubic hair on the bedsheets! dirt/ mould on walls and after pulling back bed sheet a filthy stained old mattress that should have been taken to the tip a long time ago! We were asked to leave by owner after bringing this to his attention and after 2 days trying to get my money back and submitting a coupe of pictures to Hotels.com of the room I feel Hotels.com let me down badly as they would not offer me a full refund!!!

Firstly, I want an explanation around Hotels.com trying to take £750 on the day we travelled when the contract was PAY IN RESORT, they tried again on Friday 16th, the day of checkout. After travelling for over 7 hours, we arrived at the hotel at 21:30, paid in full at the desk and then were directed to a room that was nowhere near to the type we booked, in effect the hotel took our money knowing full well they were not providing what was paid for. We tried Hotel.com support who were a waste of time, since then I have had a series of patronising emails. We had to threaten to sleep in reception before being given a room that was barely suitable, we then had to wait a further 24 hours for the room we booked and paid for. Apart from this their web site descriptions were not accurate with regard to the facilities and services. I asked 3 times to be relocated with no response. There is something very wrong with this company, the mis-use of bank details is a real concern and illegal, the feeling that we were stranded in a substandard hotel with a 5 year old with no support was even worse. I am working on obtaining email details of their directors to try and get some action from them.

Just had a fabulous long weekend at the Nevill Arms in Medbourne, Market Harborough. Staff all very welcoming, service excellent, great menu, fabulous rooms (just had a refurb) beautiful bath as well as a deluxe shower, with lots of nice touches such as fresh milk in the fridge for tea, complimentary sloe gin and homemade biscuits, plus Harrogate water each day. And, so unusual these days, an excellent breakfast included! Can’t recommend them highly enough, will definitely stay there again if in the area.

I stopped using Hotels.com when they rolled out One Key Rewards in the UK as it was worth exactly 1/5th of the original scheme. Today I received an email acknowledging they got it wrong and were reverting to something like the old scheme... only it isn't. Apparently you get back a flat £10 for each night booked. As most of my hotel stays are in central London where you are lucky to find a half decent room for less than £200 the new "reward" is just 5%, or less as the price of the room increases. In the good old days it was 10%. As an ex-user that found something better, this doesn't tempt me to come back.

I've just seen the new rewards programme. Not for me thank you. It's dreadful and complicated. I have a reward that I will use to make one last booking, then I'm going to cancel all of my other bookings and will use another company.

They literally have the worst customer service I have ever witnessed. I am a Platinum VIP Member who is supposed to receive Platinum VIP Support but it couldn't be further from the truth.

I have been ignored on multiple occasions, they said they will contact me within 24hrs and they know I'm at the hotel reception waiting to check in and I hear nothing. I have had to re book twice in the last year at a cost of over £900 each time.

They have no contact number to take matters further and just ignore your Online Chats.

1 star is too much. I made 2 bookings in October last year. Which were completed in February this year.
They were both made through topcashback. Now both have been refused leaving me £103 short.
They are disgraceful. I have usedcthem many times over the years. But never again

What went wrong? Everything!!!! Paid for hotel 6 months ago. At the check in I've been told I have never paid!!! Had to pay £300 again despite having receipt from Hotels.com. After the trip, requested a refund providing all necessary paperwork. Bunch of dishonest people at the customer service. They all tell you different things, different information, wrong information. Every time you contact customer service you always talk to different people who have no clue what's going on. Ridiculous service! Not reliable. Not helpful. Not trustworthy. Disgusting way of treating customers who had to pay ridiculous money for a basic hotel and never got a refund despite being "reassured" that the hotel has refunded the money! (NOT!!!) NO MONEY BACK AT ALL. AVOID BOOKING ANYTHING VIA HOTELS.COM

Appalling customer service. I've tried to contact them to discuss the fact that they've effectively stolen one of my rewards nights with them. I had to do this via the virtual assistant. It is well over a week and customer services seem to be totally ignoring me. They don't seem bothered. I have raised a complaint and asked them to escalate it to a manager, but all I get is the occasional email assuring me that they are looking into it. Now they have even blocked my use of the virtual assistant. They will not pit me through to the department allegedly dealing with it. No phone number. Seemingly no formal complaints procedures. Awful company.

Due to inaccurate information described on their website, customer service told me to give compensation after the trip. However when I bring the invoice back, they told me No! Luckily there was recorder I could show them, but they changed the way of talking: compensation only can be coupon! And the value of the coupon is less than the amount on the invoice! You take it or nothing they can do! What a joke!!!
This is how you treat your customers!

Absolutely useless customer service. I’ve had reward nights converted into OneKey cash with the changes made to Hotels.com. Despite reaching out twice, I’ve had no solution in being able to use the rewards that I’m entitled to. There simply isn’t this option when selecting a hotel. Different responses received from different agents and struggled to get escalated to a manager.

What was once a good company with good benefits, they have now moved to one key. As a platinum member on their old scheme, for every 10 stays, you’d get a free night of the average. So for 10 nights at £100, you’d get a free night worth £100. Now, since the change, you get 2% back, which means instead of £100, you get £20. Time to move on to a better company with better benefits.

Having used the platform for nearly 20yrs I discovered today in my first interaction with customer service that they lie.
They pretend they have engaged with a hotel when they have not. I ascertained this by speaking to the hotel several times where they authorised a change to me but needed hotels.con to contact them and they never did. Hotels.com told me they had been in contact and it was denied ‘several times’. Total fabrication of truth.
Appalling service and cost me a significant amount of money. Will never use the booking.com group again.

SAVE YOUR MONEY BETTER REFUSE SKIPS tO STAY IN RATHER THAN YHE CITRUS HOTEL IN COVENTRY

Positive feedback

The staff was extremely friendly and helpful I could see that there was a few members of staff doing 2 or 3 Job's as I noticed the reception was rarely manned when I passed it .
The breakfast om day 2 was better than day one and on day one the mushrooms was swimming in grease and the baked beans was help to long under heat lamp

The room was a decent size and beds was firm but comfortable

Negative points
1 The pillow case on the bed had mold on it
2 Yhere was too much furniture in the room which had to be moved to close the curtains
3 the chair in the room has a rip in the arm
4 The lamp shade was damaged
5 The net curtains full of rips and holes
6 The wifi only works in the bathroom
7 we had a flood in the bathroom from overflowing bath I soaked up the water with the towels and reported it to reception who gave us fresh towels... bit no staff came in room to remove the towels .
8 the hotel state the rooms will not be cleaned or serviced during a stay for safety for the customer and the hotel staff .. this is not a suitable excuse .. the residents should be given choice if they wish ro have thier room cleaned since they are paying for a service. So wet towels left of floor fir days .. the towel rail not working
9 the hotel room has a damp problem and with towels left in room and not removed only adds to the problem
10 the reception has plenty of leaflets showing whats oan and local attaction its a shame the are for last year Sept 2023
11 the overall decor of hotel needs working on the exterior showing that the property needs some money spent on it
Hanging basket frames up with waterpipes for watering bit no actual baskets or plants on display
12 the window frames in our room are rotten and the same can be seen in other windows even at main entrance
13 the phone in the room is old and dirty they must be phone nest from previous hotel owners as a new citrus like sticker has been put on it

I have been loyal to Hotels.com for many years. I don't understand all the bad reviews of the website/app and problems with bookings. On two occasions when we had problems on a pre- booked route of several hotels in USA I contacted customer service which was EXCEPTIONAL both times. However I've just worked out that the 'one key' cash works out at only 1.66 % instead of the reward nights which came to around 10%, although it was less flexible. I won't use a 3rd party to book flights