Hotels.com レビュー 

I wish I read these reviews before I booked with hotels.com. they are preying on people who need to travel. If you need to change or cancel your booking, its very complicated and you may loose all your money. I found it difficult to contact them! Eventually I got my money back but with a lot ofhassle (hotel was absolutely fine with that, I just needed to add another person, to change single room for double room).
Never again! Not giving them one star, but zero stars!

P.s. upset traveller

Needs to be zero
Suppprting theft with no security system in place
Warning to all customers I am having to comment on here as I’m desperate and getting nowhere very fast. This situation is ongoing. On 26th April my hotels.com account was hacked after my email address was hacked. I contacted hotels.com on the 27th April and was told my account would be frozen and the situation would be investigated but I shouldn’t worry because none of my 12 bookings would be changed. Since then 4 bookings have been cancelled £3400 worth and I accuse the company of allowing this to happen so are in effect allowing someone to steal from me . On 3rd May I desperately called your team again begging them to do something and was told that the email address and telephone number had been changed but seemed not to accept that I hadn’t changed them and was unable to change them as I have no access to my account any longer and someone is now in control of all my trips. I’m terrified I’m going to turn up to a hotel and being turned away as it’s cancelled but I’m powerless to check the booking any more . I had a hotel booked for the London marathon in 2025 where I should be competing to raise £3000 for charity but you confirmed my booking is no longer there. This situation is so stressful and I’m worried that hotels.com will allow someone to change refund options and receive the money i have paid . On email hotels.com have stated they will have this dealt with in 48 hours and resolved in 2 weeks . It’s now 6 days during which time they have allowed a total stranger to cancel my trips , attempt to book others using my attached payment options to my previous account and have allowed a hacker to use my reward nights that have taken me months to achieve to use them and they have shown no care or compassion to me and have just added to a very stressful situation . They have ignored messenger messages and their customer service is the worst I have experienced. They have told me that the log in details to my account have all changed yet I’m still able to see on the new account my bookings using their virtual chat system but it won’t allow me access to the itinerary or into the account. Its cruel torture that hotels.com is allowing to happen and won’t help resolve . I asked to speak to your security team but was told you didn’t have one.
Update to the situation as of the 13th May 2024 nothing has changed and there is no solution. My case has allegedly been passed to the team that deals with these situations however I have received no formal response but get a scripted email to my emails . The most concerning fact is this: PLEASE BE CAUTIOUS. My trips were booked using one specific credit card and the cancelled bookings I was told would be returned to the origional card and there was no option for hotels.com but to do this. 11 days after the cancellation there is no refund and an email from them has highlighted that the payment has been returned to card ending xxxx only guess what that’s not my card used at the time of booking and is a number I don’t have so hotels.com had facilitated a refund to someone else and have lied that this cannot happen. It is very clear that this has to be one of their employees and I’m aware the same thing happened in 2006 where one of their employees changed the refund options on thousands of customer accounts and I’m pretty sure it’s happening again 2 additional bookings I made had the same credit number applied which was not the card used at purchase. This is fraud but the company don’t think so . PLEASE GO ELSEWHERE AND CHECK YOUR ACCOUNTS I CANNOT BE THE ONLY VICTIM HERE .

Charged more than quoted. Disgusting that they can advertise a price and then charge a different one

I booked a well needed break at the Beach hill hotel at Windermere, room was shocking, service was atrocious.
Complained to hotels.com as the hotel would not reply to my emails, unfortunately Hotels.com did not reply to me either!! Never again

They don't like to pay the topcashback when booking through topcashback.

DON'T offer the incentive hotels.com

After booking a hotel on your site and getting a call yesterday notifying me that the hotel could no longer accommodate my booking, I have had to call back your number to re book a different hotel and have been charged £170 from my phone company to do so!

After talking with an agent from my phone data company it seems the number that you have called me on for booking hotels is an American phone number.

I would not recommend hotel.com for a business as you do not receive a VAT invoice and therefore unable to claim this back. This should be transparent on their web site

Awful, looking at price pressed next to see what the charge and it took full amount!!! It went back to the actual date I was looking not the future date.
No refund st all. Kids were at school we were at work,and the hotel was a 3 hour drive away. Replies hotels caught but hotel states contact hotels.com.
£260 OUT OF POCKET !! SO ANGRY WITH THEM

Price match is a scam, don't even bother, they will waste your time.
Just wasted 2 hours on the chat with unprofessional useless associates.

Terrible company and poor customer services. I made a reservation with them arrived at the hotel no hot water or heating in the room had to check out and return home and hotels.com refuse to refund.

I've given up on trying to access my account on line. Their website is good when booking accommodation but useless when trying to o review previous bookings or seeing how many 'free night' tokens youve got etc etc. I think after I complete my next trip I won't use their services again.

Shocking customer service! I am
still Awaiting a refund for a hotel I booked in November as when I arrived to check in the owner had no record of our booking and they said that the only use booking.com! You can imagine my surprise! The hotel owner kindly found us another place to stay as the town was booked out.

Never again!

Customer service doesn't work
The information is incorrect
Not professional company at all
Nothing is accurate

Misleading advertising to put it lightly!
I called the "hotel" directly from online platform details and explained I could not go through with the booking as it is obviously very different from what I thought. They said a refund would have to be requested from the booking site I used, hotels.com
Having spent an hour liaising with hotel.com online they said the hotel has refused to refund and nothing they can do. I explained this is not what I was told.
Both sides not accepting responsibility. Total disgrace. I'm getting my refund despite their lack of customer service, as their actions are in accordance to fraud and theft
Never using hotel.com again

What is happening with hotels.com? I tried to book a hotel and use some of my rewards in the booking and found the website appeared not to be working. I did not get the normal filter coming up to make a booking and then tried to get some customer service which seem impossible - I am sorry but your chat bot does not work at all.

I have been trying to book a hotel using a Tesco Clubcard voucher, it's a complete waste of time. The website states that the voucher has already been used when Tesco confirmed to me it hadn't. It's impossible to contact hotels.com customer services unless you have actually made a booking. Very poor service. I gave up in the end and got Tesco to refund the voucher so I can spend it with a company that has got it's act together. Tesco would be well advised to avoid damaging their brand by associating with this outfit.

Booked with free cancellation in November and had to cancel 30th December still awaiting my refund. Called twice and still no further in getting my money back. On the phone over 30 minutes left on hold twice and refused a callback. Got cut off and then a one ringer calling me back and an email to call them!! I am still awaiting a response and will have to resort to a chargeback from my Bank. Please think twice before booking with them as very poor customer service

even though i made a booking for 3 nights .Had to change to 2 nights .i gave the correct notice required to get 1 night refund but according to Hotel.com says because the host hotel wont give a refund that they can't do a refund.my compensation is not to use them in future .

Cost me £529.00 could not speak to a real person. Would not touch with a barge pole.

hidden charges, unclear in adverts until you have booked,
pathetic customer service 🙄