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Latest Reviews

★☆☆☆☆

“Terrible Service and no accountability”

Written on: 12/09/2014 by mmahal99 (1 review written)

I booked a hotel in Switzerland using Hotels.com for my trip in April, 2014. When I received my VISA statement, I was double billed. I contacted Hotels.com & the agent was south american & very difficult to understand. After explaining my issue to him very slowly (so he would understand) I was told that I had to contact the hotel directly in Switzerland. I was disappointed because I booked the hotel using Hotels.com, only received 1 confirmation email for the booking (so no indication or reason… Read Full Review

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★★☆☆☆

“worthless price match guarantee”

Written on: 26/08/2014 by woConnolly188 (1 review written)

Whilst booking a hotel over the phone with Hotels.com, the customer service assured me they will price match if I later found the same hotel, same date, same place ,same room type, same everything for less than I'd paid with them. With this assurance, I booked up. On the same day, I phoned them to say I found a major website offering a lot less and for them to refund me the difference. They insisted the other website was the same price as themselves, this took a long time, and they refuse to… Read Full Review

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★☆☆☆☆

“Their mistake - my cost - tuff was their response”

Written on: 26/07/2014 by MarkHebbs (1 review written)

We booked what they would call a 4 Star hotel in Dijon (Novotel Dijon Sud hotel), this hotel is amongst the worst areas you could image, but that's another story. I pushed the button for today; however, when I arrived they said they hadn't got the booking and if I wanted to use the Hotel that night it would cost me £45 more! I called Hotels.com, spoke to the most arrogant person you could imagine. He gave me an option: stay and pay more or go and still pay what I had paid! That's not service… Read Full Review

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★☆☆☆☆

“Diabolical customer service”

Written on: 19/07/2014 by Carl33 (1 review written)

Booked and paid for a room through this site, received confirmation and paid via debit card so had the payment detailed on my statement. The room was booked for a family member. Upon check in they were told there was no booking and it had not been paid for. Queue endless calls and back and forward emails to offer proof of the booking, only to be told they may have to pay again. I am now on the phone to Hotels.com customer service. Initially i was told my wait time would be less than a minute… Read Full Review

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★★★★★

“Easy to use and great value”

Written on: 21/05/2014 by Lea2k14 (3 reviews written)

Website was user friendly. Great prices for what I was looking for. Hotel was great. Overall great service… Read Full Review

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★★★★★

“Excellent and friendly website”

Written on: 30/04/2014 by Julie_J (2 reviews written)

I found this website easy to navigate and very user friendly. I was able to find the information I needed… Read Full Review

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★☆☆☆☆

“They cheated me”

Written on: 15/04/2014

I booked on a couple of occasions with Hotels.com, paying in advance for my bookings. The first went fine but on the second occasion, when I went to check out, I was told that only a deposit had been paid and that I had to pay the rest. They showed me the correspondence which confirmed this. I couldn't leave until I had paid a second time. It would seem that Hotels.com had kept my full payment but only passed on the deposit to the hotel. I contacted Hotels.com and asked them to a refund but… Read Full Review

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★☆☆☆☆

“Worst customer service ever !!”

Written on: 28/03/2014 by Parsley (5 reviews written)

Have booked through this company a handful of times and they seemed as good as anybody else. However that was until I needed customer service. Contacted them about an issue and was initially told one thing which they fail to do , tried again was told another and they failed to do that also on the third attempt they changed their minds and said they would not help with the problem. Great! real team effort going on there! I was told to email a complaint which I did to which they did reply for… Read Full Review

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★☆☆☆☆

“Never deal with this company!!!”

Written on: 18/01/2014 by Nickbarman (1 review written)

I used to book 40-50 rooms a year with Hotels until I had an issue with a weekend break I booked. On check out I had to pay for the room again as payment apparently hadn't been been made by Hotels, doubtful but nevertheless after 30 odd calls to Hotels customer service somewhere in India I had to give up and get a refund via my credit card company. Customer service said the right thing each time but just didn't do anything and never once returned a call. BAD COMPANY, use at your peril. These… Read Full Review

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★★★★☆

“Regular promotions and deals”

Written on: 11/07/2013 by xysg (1 review written)

Hotels.com offers regular room promotions, deals and discount codes. The discount codes proved to be very useful, to lessen my booking cost but of course, with the code, I can't accumulate the nights for a free night stay. Pricing does fluctuate, like many other sites, so users would have to check properly before booking. I've used it in recent trips to Thailand, booking went through well but do note, hotels do have their own deposit / room policies and would still require a credit card / cash… Read Full Review

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★☆☆☆☆

“Never again!”

Written on: 11/06/2013 by soup555 (1 review written)

I booked a hotel/apt through hotels.com for our trip to Istanbul. We arrived there on a Saturday evening, found the correct road, but could not find the hotel. I asked someone and they said that it had changed hands and pointed me to the correct place with a different name. There was no booking for us. I telephoned hotels.com and the lady said that she was surprised as she had googled the hotel/apts and it existed! Anyway on a Saturday night most places fully booked and thanks to the lovely… Read Full Review

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★☆☆☆☆

“Hotel?”

Written on: 25/04/2013

i feel like even a motel is better than this, the lights and fan don't work i had to light my room up with lamps leaving it quite dim. crappy shower.. doesn't feel safe. you will be better at holiday inn… Read Full Review

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★☆☆☆☆

“Misrepresentations Regarding "Free Cancellation"”

Written on: 01/04/2013 by uknead2know (1 review written)

Because I knew my future travel plans were tentative, I was particularly concerned about Cancellation Policies. Hotels.com uses a "Free Cancellation" promotion on various hotels they advertise (right below the room price). Since the "Free Cancellation" promises differed from the fine print by the hotel, I called Hotels.com to discuss. The agent assured me there would be no fee if cancelled at least 48 hours before the check-in date. Sure enough, my plans changed -- when I attempted to… Read Full Review

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Nancydillon's Response to uknead2know's Review

Written on: 11/04/2013

Aafter 36yrs of marriage and thousands of stays in hotels my husband and I agree this was the worst hotel and the filth unbelieveable. The Jameson we stayed at was in Wilson NC. Although it was advertised as a suite, there were no cooking utensils, a bag of onions in the drawer, blood stains on the sofa, a non working bath tub plug, a half working shower, no lid on the commode. When I called the desk to complain I was told by the owner to leave or she was calling the police. We did not leave as it was near midnight and we had our infant grandaughter with us. The police were called to escort us from the hotel. When the officer saw what we were complaining about, he agreed and said he would not stay if he were in that situation. We had not choice but to stay due to the hr and having the baby with us. It was disgusting and the health dept is being notified.

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★☆☆☆☆

“Do not use Hotels.com”

Written on: 15/03/2013 by sensitive332 (1 review written)

Customer service is horrible. very pushy when making the reservation, very unhelpful when trying to cancel or change a reservation. In addition, had several issues with the computer when cancelling. had to call back due to issues with their computers etc. I also found the representative rude. Save yourself a headache and call the hotel directly. You will be much better off and much happier in the end… Read Full Review

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Gh1900's Response to sensitive332's Review

Written on: 25/03/2014

I think you can now cancel/amend online so you don't have to deal with hotels.com customer service team, which are very hard to understand!

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★☆☆☆☆

“Do not use Hotels.com”

Written on: 15/03/2013 by sensitive (1 review written)

Customer service is horrible. very pushy when making the reservation, very unhelpful when trying to cancel or change a reservation. In addition, had several issues with the computer when cancelling. had to call back due to issues with their computers etc. I also found the representative rude. Save yourself a headache and call the hotel directly. You will be much better off and much happier in the end… Read Full Review

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★☆☆☆☆

“Went to hotel to find that hotels.com didn't book me in!”

Written on: 08/03/2013

Poor customer service - non existent actually. No reply to emails and customer complaints. Never again… Read Full Review

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★★★☆☆

“Working towards 2nd free night we're unpleasantly...”

Written on: 05/01/2013

I have been a hotels.com customer for several years. Until today I have been happy with their service and deals. I had reserved a room for a party of 3 (two adults, one child) in Niagara Falls to celebrate our 7 year old daughters birthday. The day of the reservation one of the adults had to be admitted to hospital due to an emergency medical situation. I called hotels.com customer service and asked if I might be able to get our $50.00 hotel charge reimbursed or credited due to the nature of… Read Full Review

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★☆☆☆☆

“Horrible Hotels.com and Hampton Inn”

Written on: 22/12/2012 by boone (1 review written)

We booked with Hotels.com to stay at a mountain Hampton Inn. We have stayed at the Hampton Inn several times and have always been happy. However, if you book through Hotels.com, the 100% satisfaction guarantee does not apply. They give you the worst room in the motel. The towels were stained and the beds were horribly uncomfortable. We complained at the front desk and were told, sorry, can't help you at all due to booking through a 3rd party. We called Hotels.com who offered a credit for… Read Full Review

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★☆☆☆☆

“Poor customer service”

Written on: 30/11/2012 by Keswick10 (1 review written)

I have booked with this company on numerous occasions and all has been fine. However now that I have a complaint about a booking in which Barcelo Fuerteventura overbooked their rooms and we couldn't stay on arrival were pushed to sub standard hotel (don't book with Barcelo through dot com sites) can get no customer response from customer service at all. Just an automated response email. They also have not published my review of the hotel so a bit doubtful over their ratings etc. I have phoned 4… Read Full Review

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★★★★★

“fab range of hotels - always have rooms with twin beds ”

Written on: 30/10/2012

full range of hotels many where we want in town centre with availability of twin beds as do not wish to share with best friends! know that there is phone available if we come unstuck or dont understand - like rewards - think breakfast should be included in weekend break though… Read Full Review

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