“When I booked a hotel room for my husband and I for a 2 night stay, I inadvertently booked a double room for sole occupancy. When I tried to change it on the phone the next day they wanted to charge me £90.
The room was the same price for sole or 2 persons. What a rip off.”
“AVOID! Awful experience with Hotels.com. The price jumped at the exact moment I tried to book, while the price on other sites stayed unchanged. It felt like a seriously shady tactic, and I’m done using them.”
“I have been a member of Hotels.com for about 10 years. Recently (about a year ago) my rewards stamps did not register. I tried customer service many times and after 2 months of promises of speedy resolution, out of the blue I got an email from Hotels.com "We're sorry your account has been closed, we can't help you'. And that's it.”
“I booked two rooms at Hyatt Place Peña Station/Denver Airport through the Hotels.com app and prepaid in full. However, when I checked in, the hotel charged me again directly.
Hyatt only refunded one room charge and claimed they released everything, but my credit card statement proves otherwise.
I provided Hotels.com with my statement multiple times, yet all they did was tell me that the hotel would contact me — which never happened.
After waiting over a week, I reached out again, but Hotels.com had no record of my complaint and simply asked me to resend everything.
It has now been over a month of repeating myself, resending documents, and receiving nothing but apologies with no real solution. This is not just inconvenient — it’s negligent.
Hotels.com failed to protect me as their customer and ignored clear proof of double charging. Hyatt failed to return my money despite admitting the duplicate charge.
I expect an immediate refund of the outstanding room charge and a formal explanation of how both companies allowed this to happen. Until then, I strongly advise other travelers to avoid booking through Hotels.com, as they do not stand behind their customers when things go wrong.”
“Stay away from this company they are a fraud. They are a scam . They act as the agents but then turn around and tell you they can’t give you a refund due to hotel policies they have never even mentioned to you when you booked . They tell you to get protection plan for your booking but don’t actually provide you with the protection plan. Please stay away from them you will lose money and you better off booking with the hotel directly instead of a middle company who does not protect you and gives you false information”
“It's so disappointing after long time loyalty to a company, they treat you so badly to resolve a simple problem. Hoteis.com is failing in just transfer some credits from the rewards program. I've been contacting then for 2 months via email, and now lately they keep saying: "We would like to request that you provide us with the best time to call you and that you have an alternative number where we can contact you". Then I answer providing it and nothing happens, is so annoying and disrespectful. The worst is that every email they start with: "We regret any inconvenience that this has caused you" and finishing with: "In the meantime, please let us know if you have any additional questions—we're here for you and want to ensure you have a good travel experience." Is like calling us an idiot.”
“The hotel I booked sent an email on the very day of the travel saying that they could not honour our visit. Hotels.com asked me to book another hotel while waiting for them to handle the refund. They did not manage to do this, so I ended up paying for both hotels, and the trip ended up being really expensive. Stay clear of this company, they will not help you out when in trouble.”
“I have been using hotels.com monthly for years using my free nights for holiday trips. Never had a problem and been very happy. That is until now. The value of my free night diminished. They don't have that incentive any more so I will be shopping around for best deal monthly.”
“The deceitful practice from the company hotels.com should steer everyone to a different agency to book hotel stays. This company will switch you date of reservation unilaterally and then not correct or refund their mistake without charging you even more. Word to wise, stay clear.”
“The journey that commenced as a hopeful investment opportunity took a sharp turn towards devastation, resulting in a loss of $97,100.
Discovering that I had fallen victim to a scam left me grappling with a mix of emotions - embarrassment, anger, and a sense of uncertainty regarding my next course of action. Amidst my quest for a remedy, I stumbled upon RANGEPRO.ORG, a company that initially gave me pause.
Their professionalism, however, shone through brightly. Right from the start, their team treated me respectfully, articulated the recovery process in a transparent manner, and steered clear of making any grandiose pledges.
Their consistent communication and efforts to keep me informed throughout the process were a reassuring presence.
To my pleasant surprise, their endeavors bore fruit by successfully recovering a sizable portion of the funds I had previously deemed lost forever.”
“Our stay at the hotel we booked was absolutely wonderful. Until we got our bills. For a 3 night stay in Maple grove Minnesota. It turned out Hotels.com charged us $140.18 more for our stay than the actual hotel did. After communicating with Hotels.com they said this is normal and part of their booking process. So my advice is check with your hotel for price before booking it. I have used Hotels.com several times over the years and have not been charged such a difference. I used this app thinking it would save me money. I guess not anymore.”
“Expedia/ Hotels.com does nothing to protect clients from predatory “dynamic” pricing practices that hotels use to escalate rates to users. Additionally, rooms booked through these sites are provided second rate rooms and lack the common included courtesies offered to regular direct booking guests. All this frequently comes at the “dynamic “ almost double rate. In Europe, it allows hotels to gouge Americans with higher rates and fees too. Certainly appears to be false advertising when their constant barrage of ads claiming the best rates and value. I recommend finding your hotels on these sites but avoid using them yourself book reservations until they prove value of guaranteed pricing, premium rooms ( or even equivalent) and protection for the consumer.”
“I rarely leave reviews, but my experience with Hotels.com has been so frustrating and upsetting that I feel compelled to warn others. This is not just a complaint about a policy — it’s about how badly a customer has been treated over several weeks.
I made a booking that I simply needed to move to a different date — nothing unreasonable, especially considering it was more than a year in advance. What followed was an endless chain of copy-paste responses from a different staff member every time, no one taking ownership, no one actually listening to my concerns.
Despite multiple, polite requests, I was refused a date change or even hotel credit, citing vague "terms and conditions" that I've still never seen, and I was refused proof of communication with the hotel. My formal complaint was ignored, buried under automated messages, and never taken seriously.
I was promised call backs — they didn’t happen. I was then blamed for missed calls that never came through. And most recently, I received an email condescendingly informing me of the exact minute they’re allowed to make calls in my time zone — as if I’m the one being unreasonable.
It has been upsetting, insulting, and exhausting. I’ve been treated like a ticket number, not a human being. Not once has anyone taken real responsibility. This is customer service at its absolute worst — robotic, unfeeling, and dismissive.
I’ve now escalated this issue to their parent company, Expedia, and will be seeking further action through consumer protection channels.
If you're thinking of booking with Hotels.com — don’t. If something goes wrong, you will be ignored, mistreated, and spoken to like a nuisance. I would strongly advise booking directly with hotels or choosing a more reputable platform that still respects its customers.”
“Andrea O.
The customer service supervisor at hotels.com that's a superstar.
She manager our situation with such elegance that everything was super smooth.
She clearly showed her strong experience in risk management and people skills and protecting the reputation of the company.
If you want to better your reputation and increase customer retention, then this is type of person you want on your decision making team.
Thank a lot and wish you the best.
Vita E.”
“Atrocious business and service, they lie, take your payment and then when trying to adjust a booking the lie saying the hotel needs to cancel and rebook a reservation, whilst asking for another so called "penalty fee" which is just the same as the original booking cost. WIll never use this site again and will warn all family members, friends and more against ever using. I am very distressed and extremely angry!!”
