Hotels.com Reviews 

I booked a room at a hotel in Hammersmith, London. Although my booking was honoured by Hotels.com and I received a booking confirmation (I also had to pay in full at the point of booking), on arriving at the hotel on the check in date, I was told there was no reservation in my name and they did not recognise the booking reference.

A further party of 4 lads arrived not long after and they were also in the same position as myself and 2 children that were accompanying me.

I have never experienced this before and don’t expect to again so will not be using Hotels.com in future.

After getting to my hotel in Thailand I was told I would need to pay the full amount
After pay a deposit for 2 rooms because hotel had not received payment from them.
If I had known they where owned by Expedia I would not booked as they sold me tickets for a flight before Christmas that was not even flying to Thailand and didn’t have tickets for.
Do not book with these crooks

I booked a New York hotel through Hotels.com in April 2021 in anticipation of a fabulous stay for my friend and our 3 teenage granddaughters. We booked 2 x 1 bedroom suites with 2 beds on a high floor with rooms as close as possible.
Prior to our departure I received emails from Hotels.com reminding me of the booking and what we could expect on arrival.. tremendously exciting and reassuring.
On arrival we were informed the booking had been cancelled. Fortunately, for us, the hotel were able to accommodate us in less favourable rooms but we were grateful ( and furious at Hotels.com) to not have to find another hotel after travelling from the UK.
I would advise any travellers to check and double check their destination hotel to see if they have their booking because this outfit cannot be trusted.
Will never use them again.

#AVOID**#AVOID**#AVOID~ Cancelled my 1 day booking with Hotels.com for hotel Mercure West Bromwich, for 11th March @ Birmingham on their website, during free cancellation period to change for 2 day better deal with Hotels.com but they didn't cancel their side the 1 day booking, so was charged double, but Hotel Mercure has REFUNDED back to Hotels.com as confirmed, so still trying to get my REFUND now 12 day on today 22/03/2022 from, all I get is wait 48 hours it looks like all Pre-set replies, no contact number #AVOID #AT #ALL #COSTS **Does anyone have their UK number as still trying to get my #REFUND**

COMPLETE SCAM!!!!

You advertise hotels that can be booked using Tesco clubcards. You check the list of eligible hotels then convert you clubcards to a coupon book.

Once you have the code you cannot actually place a booking, the website doesn't allow it, even though there is a link use tesco coupon. The customer service agent basically said tough pick another hotel. This is misleading surely against trading standards.

Only after speaking to CS they then removed the hotel from the list of eligible hotels.

I would not recommend using hotel.com to book an accommodation booking due to the experience I've had with them when the advertising on their website was inaccurate. We booked 2 adjoining rooms
( family rooms) at Galleon Inn, in Devon with them, they described that accommodation was opposite the sea but it was not a sea it was an estuary which was full of sea weed and could not be used to swim in. There was no way anyone could get in that water and the over ground train track was in front of the water. We booked so the kids can go to the sea every day, but instead we had to get a train away from there to find a suitable sea. They stated there was tea and coffee facilities in the rooms but no tea bags or milk sachets were provided after the first day when we used them and we had to buy our own tea and milk. They stated there was daily housekeeping facilities and our family rooms were never cleaned once, no towels or sheets were ever changed during the 7 day stay and shockingly when the toilet paper run out after a day or so no toilet paper was provided to our rooms!!! On one occasion we had to go down to the pub at night to ask for a roll and when it run out on another occasion during the day we had to go to the shops and buy some as the pub was shut. One of the rooms had a number of health and safety concerns , a part of the ceiling was dipping down looking like that part could fall down ,which looked like a water leak had been the cause of the dipping. I'd wake up in the night to check it in case one of the children were standing under it or if it fell on my grand daughter's bed. The floor leading from the main bedroom to the childrens' room was very uneven and raised in parts, it was a tripping hazard and I kept tripping on it. The hinges on the door were spikey hinges made of sharp metal, we were worried the children would get their fingers chopped off if they caught their fingers in the gap of the door. The rooms were never cleaned, bins were overflowing, we had to start emptying them ourselves once we realised they were not going to be emptied. The shower , the toilet and the wash basin were never cleaned during our stay, there was no housekeeping whatsoever. Under the beds it was caked with dust, the kids were playing hide and seek and got covered in dust, there was loads of mould on shower door, and also disgusting pubic hairs and dust on bed in the gap between mattress and bed frame which i took pictures of, this was also a time when hospitality were following strict hygiene rules at a time of covid to keep customers safe!!!! when we returned home and we wanted to contact hotel.com, we could not find any contact details, email or a number that worked. Eventually after many days searching online we came across a number someone recommended and I managed to raise a complain, it was a number hotels.com did not advertise online and we were told it would be looked at, but it never was and they then messaged back to say there was nothing they could do and for us to contact the Galleons inn's owners directly which we did but they did not even bother to respond to us. Hotels.com did not want to know even though they added 'daily housekeeping', 'tea and coffee facilities' and ' opposite the sea' as facilities offered with the booking. The accommodation given to us were just rooms above a pub and nothing else was provided not even toilet paper apart from 2 rolls one left in the bathroom when we arrived and one given to us when we run out and requested some. It was inaccurately advertised by hotel.com on their website, I do not recommend hotel.com, the description of the accommodation on their website was inaccurate and totally misleading, which is a breach of the Consumer Protection Act 2007. The difficulties we went through trying to contact them and them not looking in to our complaint was unacceptable. They seem to be based in the USA and they chose to ignore the complaint, did not follow any procedures of checking 'Galleon Inn's' facilities or location prior to advertising them on their website. They sold the room bookings with facilities but none were provided, breaching the Consumer Protection Act 2007. I've previously booked with booking.com on a number of occasions and they have always been accurate in their accommodation description and dealt with any issues efficiently. Hotels.com I'm going to stay away from and I would never book with them again. I wanted to give them ZERO stars not 1.

Hotel.com price guarantee is sham. I sent screenshot of cheaper price to Hotel.com of a comparison website. 48 hours later was told that price was different then the only I sent in. OF COURSE IT CAN INCREASE!!
What is point in asking for screenshot of cheaper price if they wont honour it. Last time to use this company

I had a horrible experience at a hotel booked through this website. I left an honest but critical review but it was rejected because of no specific reason. If u cannot leave honest reviews of your stays on this site then I wouldn't trust any reviews since they appear to be cherry picking which ones that get posted and which ones don't. Other than that I don't have anything negative to report.

a bad company - higher prices than others on comparison websites and also, wont let you leave a truthful review of a bad hotel

thats obviously because my damming report of a Turin hotel that didnt let me have a balacony room with french door et al, as adveretised and paid for with Hotel.com, then had scaffold up along the building and you could not see out at all

I paid the money and cannto get partial refund back and neither leave negative feedback to warn others

you are warned, there are of course other hotel search websites

just check top see if negative feedback on hotels is posted on hotel.com - you may not find them and we all know the world is not perfect

spend your money wisely - mak eit count with those who wil treat you as a valued customer

We had travelled 275 miles to our B & B for 4 nights only to be told that the booking had been cancelled and had the nerve to say that we had cancelled this. Fortunately the owner at the B & B helped us to find alternative accommodation. To be quiet honest wouldn't even give Hotel.com one star!! Will not use them again!!

First, their price is NOT competitive.
I actually saw in person, some walk in guests got better price than I got from Hotels.com.

Their customer service was so um.. unprofessional... I just quit their site and gave up all the mileage with them.

I strongly believe that sooner you get rid of this crappy Hotels.com, much better for your mental health. You don't deserve that unnecessary stress for nothing to gain.

Wow, I'm just getting upset by writing this.

The only reason i used this company again, was to try to compensate for the financial loss i had before. I was given a coupon and figured i would try again. So i paid for one night at a hotel, thenin after i checked my husbad decded to extend our stay for 6 more nights. Hotels.com accepted payment for the next 6 nights to the tune of $598.00. The next morning when i went to the front desk, they could not find a reservation in our name. Hotels.com extended the reservation with the same reservation number. The hotel i was staying at doesnt accept extended stays. I was instructed to contact hotels.com and have them give me another reservation number for the remaining days. Hotels.com agent said she couldnt change it. She said she would refund my payment, then set up my reservation again with a new reservation number. Once the agent refunded my payment, she set up my new reservation. Then she asked me how i wanted to pay for it. I told her why should i have to pay again because they extended my reservation with a hotel that does not accept extended stays, only new reservations. The agent told me that my refund could take up to 5-7 days. When i told her what was i supposed to do right now for a place to stay she offered me a $150 coupon. I have no coupon online or on my account, and i am sleeping with my husband in our truck. All because hotels.com didnt know the hotels policy. Thanks for nothing NoHotels.com!

I made a reservation for my hotel through your platform, it was easy and fast without complications, get your reservation code and pay.

Worst service ever! I have made my booking on your website on 16th August for Ashford International hotel and the system puts it down as 13th September. I have called customer service who told me that they will change the dates for free of charge who hung up the line and never took action. I have afterwards tried calling customer service again countless of times just to know that the line has been redirected to expedia.com every time. The guys at Expedia also gave me 10 different numbers to contact hotel.com which are all fake! And by luck one of the guys who picked up the phone finally admitted that he's from hotel.com told me that the booking cannot be amended as it has no cancellation and to shift the dates I would have to pay double the price. He also said that to the system error is not the company's fault when it clearly is ! I have requested him to pass the line onto the manager in which he rudely declined and and said that manager will give a call back by 5pm which now is 7pm and I still receive no call backs so now I have no place to stay and can't get my money back!
This whole Expedia and hotel.com thing is a scam
Do not book with them at all cost

-Booking system made an error and the staff are not willing to resolve the issues nor to escalate it

- staff are very rude at handling the case

- once you enter your booking reference to customer service that's when they have your number on block and every time you call them they're just pretending to be expedia.com saying that they can't do anything about it and give you fake numbers and claim that this whole redirectipn thing is an IT error when it's clearly a lie

Right now I am trying to get my Bank to sort this out with them as they have been wasting my time too much

The Hotels.com, L.P refused to refund me after the host couldn't provide services. I booked an accommodation for my stay at Blue Mountain via au.hotels.com on the same day. I know the booking is marked as non-refundable. However, I did not cancel the booking and was forced to rebook another accommodation since the host was not there within normal checking hours. I called the Hotels.com service centre and their staff could not connect to the host on that day and she confirmed that I can book another accommodation since the host was not there to provide the service and facility. I made the booking on the same day I visited the Blue Mountain. It is not possible I could inform the host 24 hours before I visit there. That should not be the reason they refuse to refund me since they should not accept the same day booking in the beginning.
I have contacted with the Hotels.com at lease 4- times and they still refuse to refund. No call back when I was promised the manager would call me back. They even refused to respond to the enquiry made by the office of Fair Trading.

I will never use Hotels.com again. The owner of the accommodation they sold me has not listed with hotels.com for three years due to the companies unprofessional conduct. Despite this they took the fee and allowed me to arrive and try to book in. After retrieving the mobile phone number of said owner she informed me that she had been trying for THREE YEARS to remove the property from their website. I asked to be put through to a manager with hotels.com and was promptly hung up on. I phoned three more times and was hung up three times more. I eventually got a call back from a manager who assured me they would call back today at 6pm. It is now 8:30pm and I have received no call back. I will be pursuing the issue.

Horrible experience with hotels.com with redeeming vouchers - my wife and I were so excited to be booking a couple of hotels for holidays that we've been waiting a long time to be able to take, and I took out £315 in vouchers to cover two bookings. Unfortunately I didn't realise the way their vouchers work (which isn't like any other voucher system where you can use it as a transferable balance), so instead of being able to book two hotels, it took the whole balance on the first one, and after speaking to customer services they refused to refund the difference after I explained the mistake. I am so upset having wasted all that money and was left in tears by the flat refusal to help in any way with what was an honest mistake, and all I can say now is that I will never use Hotels.com ever again.

We booked a hotel in England (Midlands) for just one night on a road trip, we received a call from the hotel 5h later and they told us the room was not available. Hotels.com already charged us for that night and the show started. A few chats and useless phone calls overseas that do not direct you anywhere. No solution, no voucher and the hotel can not do anything to help either, not their fault really. Better to use other reliable websites if you want to book a holiday.

Booked a hotel through them was canceled due to Covid which is not their fault they then gave me a voucher to use but the voucher is useless can’t use it on any dates apart from ones they are showing very poor service do not book with them go direct to the hotels will never use this company again

As with other posters, if I could give a 0 I would. Story goes as follows: booked hotel, weekend away (not going to mention the hotel as THEY were spot on and in no way, complicit in this).
Booking made, cancellation date noted, pay at hotel selected, up to now, no problems.
Pretty much straight away (a day or so) money taken from our bank account, but booking still showing as "pay at hotel on arrival". Presumably, Hotels.com need to get some money, my money, in their account!
Luckily for us, we live in Spain and were able to travel the few miles down the coast to the actual hotel and confirm with them that we had in fact, already paid for the booking.
Reading other reviews, gave the impression that there was no point in attempting to contact Hotels.com to resolve the issue, so we didn't.
To finish, had a great break, hotel was fantastic, BUT, I am the sort of person that you only cross once and then, you've lost my custom for GOOD!
Annoyed, more than angry, but Hotels.com can obviously afford to lose customers with this kind of chicanery, so, you have taken the last euro from my bank account without authorisation. Goodbye, I will book elsewhere in future.