Hotels.com レビュー 

Quick enough to take your money but will not take any responsibility for terrible stays/ hotels, they’ll just blame them yet carry on advertising their hotels to get as much money as they can. I feel sorry for the staff who have to work here. Absolutely avoid this platform for bookings accommodation anywhere!

27th January I had booked a hotel with hotel.com for the arch in Wembley for 20th of June, I got my confirmation email and thought everything was going good until a day before we left for London I had missed phone calls and emails telling me the hotel was now overbooked so we didn’t have a place to stay. I did put the number into google and it said it was a scam so I stupidly ignored it and went to the hotel anyways, when we arrived and I showed my confirmation they said it didn’t exist so had to phone hotel.com when I phoned they told me it was the hotels fault but the hotel said it was their fault as no communication happened, they told us to stay put at the overbooked hotel so they could get us a new room, we left as already asked the staffs and they said not a possibility for getting a new room so we had to book a new hotel and got given a refund from hotel.com after going back and forth for nearly an hour on how to resolve this issue.

I’d say avoid hotel.com at all costs as looking at reviews after the situation I’ve not heard anything good!!

Avoid at all costs. They are employ a bunch of liars in their call centres who know nothing about how to deal with complaints and tell you what you want to hear and do the opposite. Terrible service 😟

Hotels.com uygulaması,
Hotels.com üzerinden Nevali Otel Şanlıurfa için, konaklamadan yaklaşık bir ay önce uygulama/web sitesi üzerinden Mayıs 2026 tarihleri için rezervasyon yaptım. Rezervasyonum otelde ödemeli olarak görünmesine rağmen, otele gittiğimizde rezervasyonumuzun bizim hiçbir bilgimiz ve onayımız olmadan otel tarafından iptal edildiğini öğrendik.

Otelin boş odaları olmasına rağmen bize kesinlikle oda verilmedi ve ailecek mağdur olmamıza rağmen çok daha kötü bir otele yönlendirildik. Bu süreçte Hotels.com ve otel tarafı hatayı kabul etmesine rağmen, mağduriyetimizi giderecek hiçbir somut adım atılmadı ve ailecek adeta sokakta kalmış durumdaydık.

Hem Hotels.com’un hem de Nevali Otel’in bu süreçteki sorumluluğunu kabul ederek yaşattıkları mağduriyetle ilgili gerekli incelemeyi yapmalarını, ailecek yaşadığımız bu olumsuz deneyim nedeniyle maddi ve manevi anlamda oluşan zararlarımız için gerekli tazminat dahil olmak üzere mağduriyetimizin tamamının giderilmesini talep ediyorum.

Place was locked up on my arrival.

What's going on? I have gift cards to use with hotels.com but all I get is an error message from the app and website saying the page cannot be found.

Sort it out ffs!!

I've used Hotels.com for 15 years and more. They used to be superb with an outstanding rewards programme.

Since moving onto the Expedia platform the service is atrocious and the rewards are non existent.

I recently booked The Riverside hotel in Cirencester, 6 months in advance and paid up front in full. Two months before my stay the hotel and Hotels.com cancelled my stay, stating there was a problem with my credit card yet they had already taken the payment from me. I couldn't contact either Hotels.com or the hotel, I couldn't speak to a human and I've lost my booking. There are no alternative options within 12 miles.

I've been badly let down. Service is non existent. Customers don't matter.

Such a shame because I was incredibly loyal for 15+ years.

customer service nonexistent, complaints ignored for weeks now, 0 replies to emails. it`s just another company that doesn`t care. they ruined my trip and now hide rather than offer a bit of empathy

I would recommend booking directly with the hotel rather than through Hotels.com, as parking is free if you book directly, whereas I booked via Hotels.com and had to pay £15 per night for car parking, which I only found out after booking.

I booked an apartment paid deposit then got a message to say I had canceled the booking.
Iv emailed and tried to phone but no replies or responses at all. I have also contacted the host. I still havnt had a refund. Also thier facebook has been targeted with people leaving WhatsApp numbers on that are scam numbers.

I booked a hotel and wanted to speak to a person but was unable to. Spoke to someone online, which was suppose to log my request, but never heard a thing. I will not be booking through this site again.

Had a bad experience at a prepaid hotel and whilst the hotel denied saying they would refund me, hotels.com agreed with my complaint and refunded me themselves.

Got an email today about the tranisition to the new "Hotels.comCash".

"After listening to travellers like you, we’re delighted to share that we’re upgrading the way you’re rewarded on Hotels.com® in the UK.¹ The One Key™ loyalty programme will transition to Hotels.com® Rewards, and here’s what this means for you: Stay a total of 10 eligible nights and you’ll unlock £100 in Hotels.comCash™.² You can use this reward all at once, or bit by bit – any day of the year, with no blackout dates."

This is rubbish and I can't see how this is an "upgrade" that travellers would have wanted... Previously 10 eligible nights gave you 10% of the value of the stays you paid for, which is far higher than the £100 that it will now translate into.

Booked a hotel, recieved a confirmation email, followed by severla "get ready for" emails. Hotel had no record of the booking. People at hotels.com couldnt find a number to call them - I had to provide it, the hotel was fully booked and had no space for me, they couldnt find a compable hotel to put me, which essentially left me stranded in rural Malawi. Would give them zero stars if I could. Back to booking.com

I have been a customer of Hotels.com for many years and have held Gold status throughout that time. However, since the merger onto the expedia platform has been a nightmare. When I try to open my email booking confirmations it keeps sending me to the US website, its a nightmare going to my bookings. The whole interface is a pile of s**T and is as un-user friendly as it can possibly be.There was nothing wrong with the old system and it was efficient and user friendly. How anyone in their IT department can think these changes is an upgrade to customer service is in the wrong job.

I made a booking and paid an optional trip protection fee to be able to get a refund before a particular date.
I cancelled before that date and they have said they can’t refund because the hotel doesn’t do refund. This is after paying a trip protection fee

I am currently pregnant and the stress they have put me through has made my pregnancy difficult.

They up charge you. Think your booking for two guests only to find out when checking out there’s a $10 fee for the second person. I’ll NEVER USE Hotels.com again!

Like many of these platforms, good when a simple booking and all goes to plan, but if an issue then dont expect any support.

Hotels.com used to be good, have a good reward scheme but over the past 1-2yrs its seriously gone to the pits. The rewards are not worth it anymore and if you need customer service then expect nothing but hassle and frustration. Remember, this is an American company, American customer service, so when there is an issue they just dont get it here in the UK. Ive been double charged, proved it, refunded, then a day later took it again (so paid twice for the same room). Visited properties where there has been a booking issue and guess what, Hotels.com unavailable to resolve or cant. Just pointless, nowadays instead of booking with them 3-4 times per week, I book maybe once per month at most.

My advice to others that didnt know. Hotels.com take 20% from every booking with a UK hotel (not sure on rest of the world). Call the hotel directly, tell them the price of Hotels.com and they will sell you the room for less! So if a room is £120 on Hotels.com, then the hotel will do it for £100 direct if you tell them. This is what i do now, never an issue. No rewards, poor service = book direct and avoid this platform.

I’ve been using Hotels.com and their app for roughly three years, and I’ve consistently had a great experience. I’m a Gold member thanks to the stays I’ve accumulated, and the rewards have genuinely made a difference. Several times I’ve paid only a small amount for excellent hotels—for example, around £7 for a £65 room, or £30 for a £200 per-night hotel! These savings were possible because I regularly used their service and collected points basically.

I’ve never had any issues with the hotels I booked through the platform, which is why I continue to use Hotels.com year after year.

My only suggestion would be to make customer care more visible and easier to access. I struggled to reach them at first, but once I did get through, they were helpful and resolved my issue quickly.

Overall, it’s a reliable service with great rewards, and I’m happy to keep using it.

Terrible service. They sent me a link to make a group booking which didnt work, when i called for assistance they booked the wrong amount of people and no breakfast despite confirming the correct details on the phone. They told me the wrong amount for the payment, took more than they said and added on a cancellation insurance without discussing. When i called to fix this, they couldnt do it and when i then asled to calcel they told me I would have to pay a cancellation fee. terrible, terrible company. Will not use again.