Hotels.com レビュー 

Disappointed at the HUGE cut to the loyalty scheme.

Been using Hotels.com for years, and enjoyed getting a night free after staying ten nights.

Effectively that is 10% back.

The OneKey is a miserly 2%.....!!

Did they think I would not notice??

Booked a hotel in Crewe on 23rd July for a double bed on a single night on Friday 23rd August. Paid in full on booking date, was sent confirmations and itinerary from Hotels.com.
Arrived at the hotel - Friday 23rd August.
NO ROOM BOOKED - LEFT HIGH AND DRY.
Hotel had closed on Monday 19th August. No information was received from Hotels.com regarding the closure/cancellation.
Thankfully, we found a hotel elsewhere in Crewe.
Hotels.com sent an e-mail asking us to rate our stay - WHAT STAY !!!!
Contacted Hotels,com to complain using the only route - virtual chat with a human, who promised that the complaint would be escalated and that we would receive Hotel.com resolution/comment/refund/apology within 3-5 days.
Time has elapsed - no response.
I DO NOT RECOMMEND THIS COMPANY.

The new One key is awful the only reason i booked with hotels.com was the reward scheme now its gone ill just use another site not affiliated with expedia! I did book approx 150 room nights a year too. I have upcoming stays which I will cancel and book with someone else.

I’d very strongly advise against using this company. The company is immoral, dishonest and will likely cause you distress and difficulty.
I booked a hotel through this company. On arrival the owner informed us that there was no booking paid for by hotels.com. After 90 minutes of phone calls, they arranged a replacement hotel 30 minutes away. Because breakfast was included at the original hotel but had to be paid for at the replacement, they agreed by email that the cost of breakfast and travel would be refunded. When I submitted the receipts as instructed, they said they wouldn’t pay it. Ten correspondences later in which I constantly said it was a formal complaint and for it to be escalated, all I got was nonsense replies sometimes not even relevant to the complaint and often in very poor English. The last reply offered a few of their ‘loyalty’ points towards my next booking!!! Hotels.com certainly put bad customer service into a whole new league!
They don’t have an accessible complaints procedure and eventually I gave up.
By the way, Hotels.com seem to be a uk trading name for Expedia, so I’d suggest not using them either. Oh, and check out companies on trust pilot before using them!

I was a loyal hotels.com user for years. The straw that broke the camel's back for me was my booking experience for the 2024 eclipse. In August 2023 I booked a room in Waco TX which was in the direct path of the eclipse. I could tell a long story, but the abbreviated version is we willingly paid a non refundable premium price for a 4 night stay. I'm talking 4-5 times the typical going rate for this room on any given night of the year otherwise. I went in knowing that cancellation meant forfeiting the entire amount listed as being the cost of the first night's stay. Understandable, it was the risk one took to secure the room.
What wasn't understandable however was that a week before the April 2024 trip I rechecked the hotel and found not only did they have availability, the per night rate had significantly dropped from the previous August. I tried to revise my trip to get the lower rate for the other nights I had booked, and it would allow me to go through the revision up until I hit the confirmation button, at which point it showed no changes. Again, I realized I'd still have to pay the premium for that first night, but I saw nothing in the terms that stated i'd have to continue to pay the premiums for the remaining nights.
Once at the hotel we saw the eclipse and found Waco with little to do, and decided we'd like to cut out a day early. We inquired about shaving a night off the room. No can do, according to hotels.com. So basically they stiffed us over 1000.00 in extra room prices and had us stay an extra night that we didn't want to stay, because face it, who wants to just 'abandon' a room you paid 700.00 a night to stay in, even if you are ready to head home?
Hope this organization enjoys the $ they got during that trip because it was the last they'll ever get from me. Am I big enough to make or break them? Absolutely not, but hopefully a few hundred who may consider using them will see this and that will have a further reaching impact than just me!

So - The Great North Run is the reason that these Greedy Hotels are charging a 2nd Mortgage for a one night stay on the 7/8 Sept in Newcastle 😤😤😤
Although it is a reason it is still theft by any other name !
They think that it is ok to charge any price they like for a weekend where there is a special event going on - Taylor Swift / Oasis etc - it is morally despicable!

OneKeyCrash could easily be one of the worst changes in recent times

One key cash is a rip-off. As a gold customer I used to receive 10% reward and now the very maximum I get is 6% if I stay in a VIP property.

Most pay between 1-2%.
I’ll be leaving Hotels.com after 15 years of loyalty.

I have one more booking with hotels.com and then will be using a different site. I have booked the equivalent of 35 nights for the next trip and would have got £167.00 towards 3 nights hotel stay and have another 5 nights towards another night free. With the new rewards I now only get £37.32. But apparently this is an equivalent reward to the old one. Quite clearly they don't want to keep customers. The advertising for the onekey rewards was nothing but a lie and against the advertising standards. I will not be recommending this site to anyone.

Since they got taken over the app has gone to crap and my platinum rewards have been cut by 80%. I used to get a free night every ten booking with Onekey it will take 30-40 bookings to achieve the same Disappointing.

I'm extremely disappointed with the service from Hotels.com—avoid this site. I had £313 in rewards and received an email stating that the nights would expire in September. However, when I tried to redeem them, I was told the nights had been converted to "onekeycash" and had already expired, despite the email indicating they were valid until 07/09. When I contacted customer support, they claimed the email was auto-generated and that my nights had already expired. I wouldn’t use Hotels.com again, even if they offered free nights, as other competitors are far more reliable.

I was previously a fan of hotels.com, I am a platinum member, however I received inadequate support and compensation for a recent booking at LSO guest house Dumfries. The guest house was filthy on entry the room looked dirty, closer inspection revealed a dirty pillow case, what appeared to be pubic hair on the bedsheets! dirt/ mould on walls and after pulling back bed sheet a filthy stained old mattress that should have been taken to the tip a long time ago! We were asked to leave by owner after bringing this to his attention and after 2 days trying to get my money back and submitting a coupe of pictures to Hotels.com of the room I feel Hotels.com let me down badly as they would not offer me a full refund!!!

Firstly, I want an explanation around Hotels.com trying to take £750 on the day we travelled when the contract was PAY IN RESORT, they tried again on Friday 16th, the day of checkout. After travelling for over 7 hours, we arrived at the hotel at 21:30, paid in full at the desk and then were directed to a room that was nowhere near to the type we booked, in effect the hotel took our money knowing full well they were not providing what was paid for. We tried Hotel.com support who were a waste of time, since then I have had a series of patronising emails. We had to threaten to sleep in reception before being given a room that was barely suitable, we then had to wait a further 24 hours for the room we booked and paid for. Apart from this their web site descriptions were not accurate with regard to the facilities and services. I asked 3 times to be relocated with no response. There is something very wrong with this company, the mis-use of bank details is a real concern and illegal, the feeling that we were stranded in a substandard hotel with a 5 year old with no support was even worse. I am working on obtaining email details of their directors to try and get some action from them.

Just had a fabulous long weekend at the Nevill Arms in Medbourne, Market Harborough. Staff all very welcoming, service excellent, great menu, fabulous rooms (just had a refurb) beautiful bath as well as a deluxe shower, with lots of nice touches such as fresh milk in the fridge for tea, complimentary sloe gin and homemade biscuits, plus Harrogate water each day. And, so unusual these days, an excellent breakfast included! Can’t recommend them highly enough, will definitely stay there again if in the area.

I stopped using Hotels.com when they rolled out One Key Rewards in the UK as it was worth exactly 1/5th of the original scheme. Today I received an email acknowledging they got it wrong and were reverting to something like the old scheme... only it isn't. Apparently you get back a flat £10 for each night booked. As most of my hotel stays are in central London where you are lucky to find a half decent room for less than £200 the new "reward" is just 5%, or less as the price of the room increases. In the good old days it was 10%. As an ex-user that found something better, this doesn't tempt me to come back.

I've just seen the new rewards programme. Not for me thank you. It's dreadful and complicated. I have a reward that I will use to make one last booking, then I'm going to cancel all of my other bookings and will use another company.

They literally have the worst customer service I have ever witnessed. I am a Platinum VIP Member who is supposed to receive Platinum VIP Support but it couldn't be further from the truth.

I have been ignored on multiple occasions, they said they will contact me within 24hrs and they know I'm at the hotel reception waiting to check in and I hear nothing. I have had to re book twice in the last year at a cost of over £900 each time.

They have no contact number to take matters further and just ignore your Online Chats.

1 star is too much. I made 2 bookings in October last year. Which were completed in February this year.
They were both made through topcashback. Now both have been refused leaving me £103 short.
They are disgraceful. I have usedcthem many times over the years. But never again

What went wrong? Everything!!!! Paid for hotel 6 months ago. At the check in I've been told I have never paid!!! Had to pay £300 again despite having receipt from Hotels.com. After the trip, requested a refund providing all necessary paperwork. Bunch of dishonest people at the customer service. They all tell you different things, different information, wrong information. Every time you contact customer service you always talk to different people who have no clue what's going on. Ridiculous service! Not reliable. Not helpful. Not trustworthy. Disgusting way of treating customers who had to pay ridiculous money for a basic hotel and never got a refund despite being "reassured" that the hotel has refunded the money! (NOT!!!) NO MONEY BACK AT ALL. AVOID BOOKING ANYTHING VIA HOTELS.COM

Appalling customer service. I've tried to contact them to discuss the fact that they've effectively stolen one of my rewards nights with them. I had to do this via the virtual assistant. It is well over a week and customer services seem to be totally ignoring me. They don't seem bothered. I have raised a complaint and asked them to escalate it to a manager, but all I get is the occasional email assuring me that they are looking into it. Now they have even blocked my use of the virtual assistant. They will not pit me through to the department allegedly dealing with it. No phone number. Seemingly no formal complaints procedures. Awful company.