Hotels.com レビュー 

Hotels.com are now just using call centres abroad and digital live chat for issues. Sadly gone downhill and when we recently encountered issues during a stay they were not remotely helpful and said all they could do was contact third party (whose office was closed over the weekend!). We had no heating and no way of contacting the property owner. Hotels.com after 3 long phone calls, one of whom cut us off, offered £100 compensation which was wholly inadequate and not offered in a nice manner by their staff, so refused. I would be loathe to continue using them. Their updated rewards system is also not as good as previously.

I used my credit card to book a hotel. After few hours my credit card was used fraudulently, there were unauthorised entries on my account. Today I try to complain and report my card was used by someone at hotel.com and the customer service agent Vaishnavi refused to log my complain. I requested over 9 times to make a complain.
I have contacted the hotel and they have informed the card details are taken by hotel.com based in India.
Agent didn't think it was a seriously issue and he try to flog me off. I was very annoyed with his attitude.

On Monday 28th April I booked an apartment to stay in. The name of the apartment is Hampden Apartments - The Louis and is in Eton High Street. It was a last minute stay and I made the booking at 9.56am for the 28th of April.

I received no word at all from the apartment owner/manager and I got very panicked as the booking was for that day.

I contacted hotels.com live chat and they tried to call the owner of the property but could not get them.
I explained to Hotels.com how upset I was becoming as I needed confirmation that my booking was secure and I needing the details on how to get in to the property.

I was crying as I was so worried.

I tried to email the apartment owner myself, but had no luck.

So, I had to book myself another hotel room due to lack of communication and due to the fact that I had to have the security of knowing I had somewhere to stay on Monday evening. I had to spend another £125 and I cancelled the first booking. They won't refund any money and I am now out of pocket by £250!!

21/2 hrs later, the property owner - Jeremy sent me a text asking me to email him - by that point I had booked another room.

Absolutely disgusting behaviour from Jeremy from Hampden Apartments and also Hotels.com

Trying to book a hotel via my desktop via the tesco clubcard link to hotels.com for rewards..keeps telling me voucher not suitable..i meet the criteria and have called tesco clubcard who say no problem their end with voucher contact hotels.com...cant get through to hotels.com

Wish I’d read these reviews before booking. Booked a hotel, put in the dates I wanted multiple times. It changed them for no reason at checkout. Immediately tried to resolve this, hotel said they were happy to help but need to contact hotels.com they claimed that they had asked the hotel to change it and they had refused we kept them on the line and phoned the hotel on another phone after much reluctance from hotels.com for that to happen, lo and behold the hotel said they had never been asked to amend or cancel and had no contact from hotels.com over an hour later and they are still saying I can either lose £250 completely (despite the fact I could have paid £5 extra to have “free” cancellation only seconds before noticing their website error) or pay double to stay on the dates I actually entered multiple times. Livid. Absolutely livid and by the way this is fraud. If it happens to you dispute the charge with your bank.

Booked an apartment in Italy for a week in June. Asked several questions but host (an agency) didn't reply. Tried to contact Hotels.com whose customer service is entirely digitalised and I suspect their chat option, even when you ask for an agent, is AI generated as responses made no sense. After 7 pointless chats, 12 emails (which are responded to with an auto response) I managed to contact the agency who emailed saying the booking was no longer valid as they weren't handling the property any longer. Forwarded the email to Hotels.com 4 times, who repeatedly respond saying they will try to contact the agency, then nothing. Contacted credit card company to request chargeback which has gone through. Absolutely apalling.

Update. Still no response so reported to Trading Standards

Double booked a room in hotel I have been staying in through hotels . Com for 6 weeks they said they would contact hotel and if they agreed would refund one of the rooms I spoke to the manager who said they would be happy to refund but said hotels. Com lie they do it all the time say they will refund and then refuse blaming hotel when they don’t even contact them

Hotels.com is an absolute disgrace in customer service. I will never use them again.
I made a recent booking for the family online using Hotels.com.
The booking was confirmed online and I was waiting for an email to confirm the details. I realised though that I had made an error in the email address, so was never going to receive the email confirmation.
It proved impossible to log into Hotels.com using the correct or the incorrect email address, or the confirmation reference displayed on the page confirming the booking. They did not recognise my phone number, they did not recognise my confirmation reference, they did not recognise the correct email address (not surprisingly) and sent me a confirmation email to the incorrect email address, which I could never receive.
Then I tried to call them, and it got even more frustrating. It is really difficult to find a phone number for Hotels.com, I ended up only finding it on a complaint website. When I called it, it seems that it is entirely automated, there is no combination of options where you actually get to talk to someone, and of course they did not recognise any of my details (which has also failed on the website).
I was pretty sure that the booking had not been made after all, but I called the hotel and they said that actually they did have a booking, although it was only for one room not two. They said that they were not able to cancel it and that I needed to contact Expedia, which is who the booking came through as. They gave me a number for Expedia, but it was exactly the same automated service that was a complete waste of time before.
So now, I have an incorrect booking made, the hotel cannot cancel it, I cannot access it to cancel or amend it, the hotel will try and charge me for it if it cannot be cancelled and I have no way to cancel it.
Hotels.com, what a Sh** show. Someone contact me to help resolve this.

Earned one key rewards they were transferred in July from their old stamp scheme. when trying to use them they suddenly disappear off your account. Told me they had expired in Feb. Funny how they were still on my account on the 1st of March. Asked for customer complaints email address via chat but avoided answering my request.one rude advisor told me to calm down I wasn't abrupt. I poliety Asked could I take this further. I'll stick to booking.com in future.

Rubbish website (“webshite”), booking didn’t go through (paid via PayPal). No customer service email that I could find, apparently you have to go on X/twitter if you want to chat to them! Um…no! Company is registered in Dallas, Texas, USA so they probably don’t even pay tax in the UK. Stay well away!

I was charged twice for one night. They refuse the give me back my money. Each day another customer service staff emails me to ask for the same details. I answered to about 20 emails. I will just carry on wasting their time, as they do with me. I will email them for the next 5 years if this is how they function.

I asked them to cancel a hotel stay. They told me it was cancelled and to book another night. They still charged me for the first night even I have not attended, as per their staff instructions. I would have attended the hotel if they couldn't cancel, but they said they spoke to the hotel staff and the booking was cancelled. Here I am now charged twice because of their staff error.

Booked an apartment that was advertised as sleeping 6, three double beds, only to discover the room had 1 double and 1 single. Resulted in me having to sleep on the floor. Have tried to contact customer service to register my dissatisfaction, sent 3 emails and have not had a response in almost 2 weeks.

Spoke to Hilton Hotel about a cancellation refund, was told to contact Hotels.com. Spoke to Hotels.com and was told to speak to the hotel! Spoke to the Hilton hotel through the messaging service, the confirmed I could have a refund and asked Hotels.com to process. A week later I spoke to Hotels.com who said they’d need to confirm it, before claiming to have been unable to do so.

Week later, room not cancelled, no refund. Absolute shambles.

They booked a room that was impossible to access after 8pm. They took the booking after 9pm. Do not use these people. They told me that they had spoken to the hotel numerous times and they refuse to refund, the Hotel have contacted me to say they are happy to refund.

This is a con. Give an offer then just decide you can’t have it. Do not use

Shocking, disgusting customer service, try talking to human is made almost impossible and talking to the virtual assistant is like banging your head against a brick wall. Avoid this platform if possible

I've used hotels.com before the OneKeyCash rewards were introduced. Back in July 2024, my rewards nights were converted to £676 pounds. Upon logging in to my account two days ago it shows zero. I opened a case and they said that because of no activity in 12 month, the rewards have expired. I booked via hotels.com on the 8th January this year. So not only I did have activity, but they 'silently' don't advise when rewards are about to expire.

The service was absolutely awful. I was advised that my stays could be transferred to my loyalty program if I contacted support after the stay. However, this turned out to be completely untrue. I ended up having a discussion with chat support and even provided screenshots of the earlier conversation, but it was of no use. This ultimately caused me to lose a significant amount of money.

I would not recommend taking anything the chat support says seriously.

Was told full balance was due on check in, then they take full amount 5 days before we get there. Should have taken discount and paid upon booking. Never again

No hotel was actually booked for me - just wanted my credit card details. The hotel confirmed that no reservation was made on my behalf. DO NOT USE uk.hotels.com.