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Arrived at the Bluewater hotel and thought it looks nice. Went to reception and met the staff, Andrea and Phil. They told us the swimming pool was out of order and someone was working on it, could be fixed by teatime. Was then given a key to our room. It was on the third floor. The lift was out of order so we had to walk up the stairs. They looked like they hadn't been cleaned in weeks. The room was very nice but my wife has recently had a new knee and found it difficult climbing the stairs. Andrea then gave us a key for a ground floor room. This was nice and clean so we accepted. The next morning went for a swim. The pool still not fixed so we went back to our room for a shower. I turned on the shower and steaming hot water shot out and burnt my feet. Got dressed again and back to reception. Phil came back to our room and fixed the temperature control which had been stuck. After showering I looked for the hairdryer. There wasn't one. Back to reception where we were loaned one. the staff were really pleasant and apologised. I asked on three or four more occasions about the pool and asked to speak to the manager, David Collins. I was told he was in a meeting. I knew that was a lie as I had just walked past his office and the door was open. There was only him there. I phoned later and was told he was on the phone. I said I would stay on the line until he's free. After waiting 25 minutes I hung up. I later rang and was told he would ring me back. He never did. I was being fed lie after lie. I later caught up with him. We came to an agreement that we would leave the hotel immediately and he would refund me one day. He said it will take 5-7 days to get into my account. It never arrived so I again rang the hotel. I was told David Collins has left the company. He hadn't even passed my complaint on. The new manager is a man called Dushyant. I met him, he's a really nice person. I am sure he will turn the hotel round. All it needs is more attention to detail. Looking at the reviews since he took over he is already vastly improving the hotel. The staff are very helpful and with the pool fixed and the hotel cleaned up it could be one of the best hotels in Blackpool. It has it's own car park, its in a good position, value for money and I have heard it's in the process of a refurbishment. I'll give it another try sometime next year.

Tried to spend $5k+ on a booking to the Maldives and could not get through to customer service to ask a question we had regarding the listing comparison v's booking direct. You cannot speak to customer service without a booking number.. we have now booked directly with the hotel despite it being more expensive.

Awful website and customer service!

Subject: Urgent: Website Error Caused Incorrect Booking Dates

Dear Support Team Manager.

I am writing to raise a serious complaint issue with your website that has resulted in an incorrect hotel booking and a financial loss on my part.

When I made my booking on yesterday evening I selected specific dates in your search engine 30th October to the 1st of November However, once the booking was processed, the confirmation showed different dates!. I have since revisited your website and confirmed that the issue persists: the search results show one set of dates, but when proceeding to the hotel’s booking page, the dates change automatically.

I have taken screenshots that clearly show this discrepancy, confirming that the error lies with your system and not user input.

This error has caused me to incur unnecessary costs and inconvenience, and I respectfully request that you:

1. Correct the booking to reflect my intended dates, or

2. Issue a full refund for the affected booking.

Please confirm receipt of this email and advise how this issue will be resolved. I have attached the screenshots as evidence.

Please make a prompt reply.

Kind regards

And guess what nothing back! They have taken my money and not investigate the problem disgusted with the customer service and the booking department.
If they do this to people it's a quick way of getting money from you.
Beware people!!!

One of the Worst Customer Service Experiences Ever!

I’ve had one of the worst customer service experiences so far with Hotels.com. You have to wait between 30 and 50 minutes just to speak with an agent and often, the call gets terminated by their automated answering machine.

The robot system is absolutely outrageous. It doesn’t accept your itinerary number, phone number, or the last four digits of your card payment, even when entered correctly.
When I booked the hotel, I never received a proper confirmation number by email, only an alternative number, which made it impossible to provide the right details to the automated system.

You'll end up stuck in an endless loop, wasting your time. If you need urgent help (for example, when you arrive at the hotel), be prepared to spend almost an hour trying to reach an agent and even then, the robot system might hang up for no reason, despite entering the correct information.

To make matters worse, some of the agents lack experience and don’t seem capable of resolving issues properly. I contacted customer service six days in a row, and despite being told I’d receive a confirmation within 24 hours, nothing ever arrived, neither by email nor text.

Hotels.com also showed no ability or willingness to contact the hotel manager or the hotel’s head office on my behalf to resolve the issue with my reservation.

Didn't get my refund back either.

Overall, an extremely disappointing and frustrating experience.
Highly not recommended.

Started booking all my hotel stays with Hotels.com, until I made hotel booking but it didn't show in my Hotels.com app.
I contacted Hotels.com through there App/webchat and asked if they had any record of a booking for the specific hotel on the specific date with my name, email address or telephone number. It all came back as no - nothing at all, so don't worry about it.
So when my credit card was debited on the date of the booking, I was naturally upset to lose approx £150.
It wasn't the hotels fault, and because the hotel wouldn't make a refund, Hotels.com refused to even provide a gesture of goodwill.
I have booked over £750 worth of hotels this year with Hotels.com and my intention was to use them going forward and collect their rewards points.
I must have contacted Hotels.com 10 times after they said 'if I could provide specific information from them with my name on it' they would help resolve the refund for me.
When I provided what they asked for, they ultimately refused to help at all. I'd have been happy with a contribution to the money I had lost, but no, nothing!
I will no longer be using Hotels.com.

Booked through Google. Google took me to Trivago, which showed the correct hotel - then linked me to Hotels.com so I booked it. Turns out it's a completely different hotel in a different area, so effectively I've been conned. Ridiculous.

this company are ok good and helpful before your holiday but not at all helpful after they ignore you when things go wrong so i dont recommend them wont use tham anymore

Scam artists absolute shocking service, how are they even operating????

We used this site for a trip to Spain. We chose a room that included a balcony on their site. When we arrived we were allocated a tiny room without a balcony and told that that detail wasn’t on the booking they requested from the hotel. The rooms had been falsely advertised and the hotel was full with no options to change our room even for an extra cost. The messages we attempted to send through the hotels.com app were never sent to the hotel. When I reached out to hotels.com they just told us they couldn’t help due to the property policies. I’d advise to avoid this company and will just be booking directly with the properties in the future

Booked hotel, the app didn’t give an address so contract support, was given two wrong address and then they admitted to not knowing the address or being able to contract the operator. Really couldn’t care less, admitted to having no complaints process and to not following Data Protection law. But my story is not new, this is the first organisation I’ve seen with a 1 out of 5 rating.

Had to cancel my trip, got insurance and a waste of time as you don't get your money no matter how much notice and they keep all the money. I will not go with this company again.

Notify directly from the hotel that I had booked with as they were concerned Hotel.com had not advised me that the booking had been cancelled. They were correct!
Hotel.com eventually got in touch to booking has been cancelled, 3 days before I was due to stay. The next day they sent an email giving me the itinerary for my trip. When I tried to clarify no response.

Very poor service. They just don’t care…..steer clear of company.

We need a lot more regulation on booking sites to ensure they take responsibility for bookings. I had a Hotels.com booking, turned at the hotel and it didn't exist due to 'an IT issue'. I was left without a hotel on an Easter Weekend in a foreign country. Hotels.com cheerily said they would refund me but that isn't the point. I didn't have a booking anywhere and had to pay a lot more for a last minute booking. Hotels.com should take more responsibility for the rooms it advertises.

First thing I missed before using uk.hotels.com is that I didn't check the review 1.2*. If more than 500 people feel the same, I could have saved my money by checking their reviews. Actually, if there was a minus rating, I would have given the maximum minus rating too. I had booked two couple rooms in Hotel Metro Inn through Hotels.com while visiting Scotland. I think Hotels.com doesn't check anything before listing any hotels because the Hotel Metro Inn doesn't look like a hotel from anywhere. It is literally a hostel with more than 70 rooms with everything shared except a single room with a single sink and an old TV, however if you visit the hotel metro inn advertisement on Hotels.com it is completely misleading and scamming. Nothing particularly mentioned about shared amenities. People from More than 70 rooms has to use shower, washroom and kitchen in sharing. I can't even imagine how Dirty and messy it would be.

Now let's come to the refund and cancellation part. Logically, if I am booking and paying Hotels.com, Hotels.com has to make the decision regarding a refund or cancellation, not the booked hotel. I asked for a refund as the booked hotel was completely inappropriate to stay in. I haven't even stayed or used any facilities of Hotel Metro Inn. Hotels.com has said to me that Hotel Metro Inn has denied the refund. That is so strange and disgusting. Honestly, I will never ever use Hotels.com again. Keep losing customers, and one day Hotels.com will no longer be available in the world.

This was the first time I had ever used Hotel.com & the experience so not good (and that's being polite)
Booked a Hotel for 4 days in Dubai to celebrate my birthday, so after arriving from Sri Lanka & being awake from 4am we arrived at the hotel only to find that Hotel.com hadn't confirmed my reservation & I had to pay the hotel directly £251 for a stay which was £189 on hotels.com. I have been trying to get my "balance" refunded since April & for over 2 months Hotel.com have taken no responsibility or even tried to get me a refund, will I be using Hotel.com again......No I don't think so

Having paid Hotels.com in full 7 months beforehand, we checked in at a hotel in California, to be told my card was declined and I would have to pay again.
This was a Bank Holiday on both sides and when I made contact via the app. the agent had no clue why, it had happened or what to do about it and offered no support whatsoever other than badly written messages in broken English with more than enough spelling mistakes to make them unreadable.
After an hour with no sign of progress I discontinued the process and managed, with a lot of assistance from the hotel, to learn that Hotels.com had failed to notice a tax increase from the original payment which caused the problem.
Very generously, they waived the additional tax and allowed us to stay without additional payment.
On return to the UK, 10 emails later I was given a number to phone. 1st call was cut off with no callback, which I was told there would be. 2nd call I was told the Complaints department would make contact in 48hours. They didn't. 3rd call encountered an agent who liked to talk all the time, but had zero skills when required to listen. I was advised the problem was all the fault of the hotel and Hotels.com had done nothing wrong, as all their in house processes had been followed at all times.
I have used this company many times over the years and not experienced any problems until recently.
This example of their total ignorance and complete lack of support or customer service when there is a problem, particularly when caused by them, means I will never use them, or Expedia, ever again and would advise others accordingly.

Booked hotel with them via Topcashback. Was due £101 however they rejected claim despite theTopcashback and their order number being identical. Who's the beneficiary of my missing cashback now I wonder. If you're not going to pay out don't mislead people by promoting yourself on cashback sites. Next time I'll be looking at booking the hotel direct so they benefit directly from my custom.

I have a hotel booking arranged for August 2025, with free cancellation until 24 hours before. I only booked this due to the policy as there would be a possibility we would need to cancel.

We do need to cancel and I have attempted to do this via the virtual assistant. The automated response is that my booking doesn't qualify for free cancellation and I will be charged the full fee. This is not the same information on my confirmation email at the time of booking.

I have made several attempts this week via email and phone to discuss this with an agent but I'm yet to hear back. This is the worst travel agency for customer service I have experienced. I am hoping this is seen and prompts some action.

DO NOT BOOK WITH HOTELS.COM!! We wanted to amend the booking to a different date and the price was the same. However, Hotels.com wanted to charge us more than the actual room rate to make the amendment! We couldn't cancel it as we had used vouchers and would lose them. Terrible customer service.

Hotels.com use to be excellent, now it just keeps getting worse and worse. Customer service, which in the past was very helpful, is now either a useless virtual assistant or seemingly impossible to get hold of a real person to talk to. Loyalty program is also far worse than it use to be. As soon as I have used up all my onekey cash from bookings, I'll be booking elsewhere.