Hotels.com Reviews 

Caring and empathetic company.
I booked with them for a non refundable hotel stay for 4 nights. They kindly made the effort to see if we can get a refund due to unexpected health and medical intervention needed which was sad for us. They understood and helped us and in the end we got a refund which made us feel better.
I will use hotel.com again thank you for understanding in our hard time.

Do NOT use this site. They take money from your card without authorisation and then ask for a copy of your bank statement to prove your query ! Which I didn't do obviously. Their reply is to blame the hotel that you booked. It doesn't matter who you speak to, they follow a script. Solution - dispute with VISA directly as an unauthorised transaction.
It is beyond me how this website continue to operate - legally and morally. And by the way - I read every bit of the small print. Fraudsters and scammers !

Dubious enterprise. We made a reservation to the price given on their webpage. Received the confirmation. Suddenly a week later we received a mail saying the “Due to a system error, we regret to inform you that we are unable to honor your reservation”. Then we were offered the same rooms again to a 31% higher price! Don’t be sure you can trust the prices given on the webpage.

After waiting over 30 minutes to check in, we decided to go and get the ski hire which is inside the hotel. It took over 90 minutes until we were served, there were only 2 staff in the shop, one to give you the ski shoes and another to give you the skis. Why couldn’t the ski shop have extra staff on the day they know many people will be arriving or even allocate time to allocate the ski equipment or check in.
Have used Club Med and Mark Warner several times and they allocate the times for check in and ski equipment to make its absolute hassle free.
The hotel is a four star and in my opinion it should be 2/3 star. The room should have a kettle to make hot drinks and you unable to control the room temperature unless you contact the reception. The room was dull and out dated.
The room key card broke in half and I was informed that there will be cost of €10 until when I told the reception that the card is worn and therefore it snapped in half and then they said they won’t charge on this occasion.
The breakfast every morning was the same, nothing different unless you order off the menu which will be charged.
The dinner was dull, bland and tasteless, being in Italy why can’t they have a pasta and pizza Station?
In order to use the spa there is a cost of €50 for the week per room.
Generally they will try to charge you for anything where possible.
The only plus point was the ski resort, slopes were in excellent order.
Generally this holiday for 7 days cost £1800 per person where as the same holiday with Club Med or Mark Warner at different resort with amazing facilities would cost around £2100. This will include full board, excellent meals, ski school for 5 days in the morning and afternoon and after skiing excellent range of assorted snacks and awesome evening entertainment. There are no hidden cost.
I won’t be using Crystal Ski ever again.

Booked a hotel through this "service". At the time the site said there was free cancellation up to 24 hours prior to date of arrival. Called the hotel directly to confirm. They had no record of the booking. The hotel told me to contact the booking agent. Unable to call. No #. Went back to website and contacted them on line. Each time they said I should contact the hotel! Back and forth several times. Booking did nothing to straighten out the problem. I was going to cancel with "Booking" and rebook directly through the hotel but now they said there would be a cancellation fee even though the site said there would be none when I booked. Had to spend hours on the phone. No help at all from Booking, but after a number of call to the hotel, the hotel was able to figure out that Booking booked the name incorrectly! WILL NEVER EVER USE THEM AGAIN!!!!!!!

Not a worry free booking at all... found a hotel + flights combination on Kayak that I liked and this forwarded me to Hotels.com, price and all was still the same, after putting in card details to pay, I was informed on the website that the card payment had been rejected, so I used another card and it went through ok, this morning received a call from my first bank telling me that they had detected possible fraud and I had 2 pending transactions for £220 each from Hotels.com. The payment I tried to make was not even for £220..... and why twice?? I informed my bank to reject these and treat them as fraudulent. Be cautious with this company. Lets hope the rest of the trip that we have already booked through them goes smoothly... would rather not trust them with another chance to mess it up again...

I booked a hotel through hotel.com which they stated I didn't need to pay for until check in on September 2018. I have just checked my bank statement to find all of the money has been taken including sterling fees!!! There is no way to get hold of the hotel or hotels.com

Cannot rate highly enough. Had a prepaid, non-refundable booking in a hotel that turned out to have horrific damp, mould growth and associated stench-totally unfit for habitation. Got straight through to rep at hotels.com who undertook to speak with the hotel. Within 30mins i was in a new (damp free) hotel and hotels.com also gave me a £25 voucher. The guy genuinely went well above and beyond the call of duty

We wanted 2 rooms or we would go else where. The operator said we would have two rooms but only reserved one room at the hotel. We could not resolve the problem over the phone . Suggest you contact the hotels directly particularly when the town or location is having an event and space is limited!

I booked via Hotels.com for my recent trip to Istanbul. I booked a hotel in Sultan Ahmed area and another one in Taksim. Both the hotels were cheaper than the other on-line competitors. I cannot fault the service provided. I even cancelled one of the hotels and re-booked the same hotel using a discount code and was refunded within 48 hours of the cancellation.
I received prompt sms reminders prior to my hotel stays and was more than happy with the excellent service provided.
Will consider again for my next booking.

I booked a resort in Dar Elsalam Tanzania that I could not find in Booking.com. for a great price.

rented a room in sibiu all went good and nice

We booked a prepaid 8 night stay through Hotels.com, but when we arrived we were told by the receptionist that the hotel didn’t exist. We of cause called Hotels.com and from here we used 2 hours convincing them to find us a new hotel and afterwards 3 hours to convince them that we already had paid for the other hotel and shouldn’t pay twice. The correspondence was over phone and here we were told to hold the line many times and out of the five hours correspondence, 2 hours were probably waiting time.

Of cause it was good service that they found us a new hotel and paid the extra expenses but the process we had to go through to get it was exhausting and that is the main reason for this negative review.

FAKE MARKETING
I usually use hotels.com whenever I book hotels abroad - and I'm usually satisfied. But it's fake marketing when Hotels.com writes that you get a secret, good or unique price and it turns out that on the hotel's own website the price is exactly the same. I have just booked a hotel at "good price" in Bergamo - but the price of the hotel is the same. When I was on holiday in Italy in April - I experienced the same. You may be able to save money by booking and paying directly to the hotel as certain credit cards cover cancellation.

Ordered a hotel but had to cancel it 3 hours later. It was not possible due to cancellation deadline, but Mona from hotels helped by talking to the hotel. Great and fast service. Thank you Mona!

Large number of hotels available. Prices in line with competition.
Website was rather old fashioned and not so user-friendly; has dramatically improved and is +/- on par with booking.com but still not as great as newcomers. For example, annoying to have to re-enter the trip dates when clicking on the hotel for the details.

As for many hotel booking websites dislike the "promotions" which are so specific that they are very difficult to get (I never did!).

17 min. 10 sec. on the phone only to be told by somebody in broken English that it appears to be an error on the system and basically the website (which advised me to call customer service) was in fact a waste of complete time!! In the past I have had good service from Hotels.com. Seems to be another company that maybe is now on the down slide!? I hope not.....

Due to urgency, I booked a hotel through hotel.com with my mobile for my friends. There is a link to click and see the check in time. I didn't not aware that the check in time was starting from 8am. My friends went there at 5am. They have to go else where to sleep. No refund is given.

i recently booked a double room with them in Majorca for 2 people. However, they sent the hotel the confirmation about a double room for 1 person, not for 2!! When we came to check in the hotel, it was Sunday evening and we were forced to pay £50 extra for an extra person in the room, despite the amount i paid online was for 2 people. The hotel refused to give us a room unless we paid up. Next morning we called the spanish hotels.com office (which is actually expedia office, they pass on the bookings to them) , they made all the excuses not to return the money and in the end when i asked to speak to the manager, the agent on the phone said the manager is away, then that their net access was down and that manager will not be able to call me back nor email me. The phone went dead several times when i asked questions. ????? DODGY COMPANY, unbelievably bad customer service, avoid!!!!

1. Three tries to speak with customer service when they keep disconnecting.
2. Don't keep their promises to call back with solutions.
3. Send you a survey request when they have not even resolved issues.

Back to late rooms for me.