Hotels.com レビュー 

Should be zero but not offered. Disability of sleep apnea. Stayed at Gold Bank Hotel Pague. 2 nights in a row asked for extra pillow, ignored and laughed at. Threatened with the police for asking 2nd night?? Spoke to Hotels.com at least 8 times and 12 emails. They have ignored the concern fully. Trying to offer a refund that does not equate to any percentage of 2 nights. Clear to see Hotels.com are supporting disability discrimination. They are also exacerbating mental health issues still, after trip is over!. Incompetent and clearly lacking in customer skills. Keep away. They have been part of Expedia for years but seem to lack any grace whatsoever. CEO John Smith for UK will be next contacted person. Stopped in over 25 hotels in Prague, worste one yet and Hotels.com as broker do not care!!!

The pension where I stayed in Tenerife (CasaBlanca) wasn't open on arrival. I eventually gained access, however the pension took 3 payments of 1 night instead of one. I asked Hotels.com to help but they have denied any responsibility, and have not put any pressure on Casa Blanca to refund me. Avoid Hotels.com, you will not receive adequate help

Just terrible to deal with. They make it soul destroying to get through to them, obviously on purpose and then pass you all over. Great when it works, but I wouldn't like to say how many times I've had to call....usually 1 in 3 bookings

I am a 'Gold ' Hotels.com member and despite numerous complaints, they don't honour their rewards scheme . Nor their price match policy. I booked 3 rooms, Hotels.com repeatedly tell me that these have been ' added to my account ' yet won't allocate reward stamps . They promise a stamp per stay ( unless you use a voucher / reward night ) but don't actually give that .

I have used Hotels.com in the past with no issues, however last week, we had a booking in London and once we arrived at the hotel, we were told there was no booking. So we had to pay for a new booking for a higher rate, luckily they had a room available. The support chat only offered a refund with no option for complaints/compensation or any other way to try and resolve this issue. Won't use them again

Should have read reviews before using site!
First time using hotels.com
Turned up at hotel after day working away only to be told don’t use hotels.com?!? And fully booked had to spend an hour getting refund customer service ok but come on ! You book and expect it booked
Used booking.com my usual app with ease and managed to get accommodation for the night thankfully I was nowhere remote!

Booked a hotel on hotels.com, turned up at 10pm to be told they don’t work with hotels.com anymore, have no booking and are fully booked.

Hotels.com customer service is useless and said they cannot contact the property so cannot process a refund. I spend thousands on hotels for employees and will never use them again, let’s see how booking.com are.

They advertise instant savings with rewards. I have a reward night, locked which “will be available soon …it might take 35 days”!!
It takes much less to check that the payments went through, which btw take less than 35 hours to process. What a coincidence that I won’t be able to use it for Christmas, when profit can be higher. Very dishonest. “We cannot review this any further”. Sounds very much like “tough….is your problem”
Same scenario has occurred before when customer service has proven absolutely useless, even borderline insulting, at times. Unwilling to help, and you get a different person answering to each email on the same tread. They contradict themselves and they don’t pay attention or do a proper investigation.
The android app was working so well until few years ago. Then it all went crazy. Not everything works at the same time and it’s less user friendly (and I am computer savvy, it’s my job) The response to my claim was “you can still book through the website”. I had to decide whether to feel insulted by or sorry for the stupidity of such a statement.

I must say that the online chat is much more helpful and professional, and things usually get sorted, as long as they don’t have to resort to the higher powers of Customer Service, then the rest is history.

I have booked my next holiday through a different site, reward or no reward. Tough….

I recently had a frustrating experience after booking hotel for few change and amendment. I booked room on hotel from this hotel.com for my son’s birthday.
Due to my urgent and important work I have to cancel. While cancelling didn’t realise non-refundable and second just typo error I was with my child. I know it was my mistake.

Then I requested to reinstate my booking for same day or other day but they rejected my request .
My money is gone without staying hotel.

In conclusion my experience with hotel.com was far from satisfactory. The service is stressful than enjoyable. I would caution others to explore alternative booking platforms to ensure a smoother and more reliable experience when planning their accommodation.

Can honestly say I was a bit skeptical about booking with hotels.com after reading all the bad reviews but after recently having to change a booking in New York at very short notice ( on the day) they couldn’t have been more helpful ( Haidy) even contacted the hotel on my behalf to ask if they’d waiver the cancellation charge and request a full refund even though I wasn’t entitled to it, this was agreed and immediately put back into my account.
Will definitely be booking with them again in the future 👍

Wish I had checked here before I used them. Hotel cancelled booking due to flood damage but Hotels.com failed to inform me. Only found out a few days before the trip. Contacted them and they say they had not been informed -I actually have a copy of the email so that is not true. Still awaiting a refund. Will never use them again.

Dreadful company absolutely useless. They were unable to chase a refund due 23rd October confirmed they had contacted the hosts regarding my refund I think they were being economical with the truth they hadn't bothered. They are a vile company. I'll never use them again. They don't deserve one star. Lost money as a result of their incompetence. I'm very upset customer service has gone down the tubes nobody can be bothered. An awful attitude.

I’ve had money taken from my account by this company and I’ve never used them. I’ve tried every method possible to contact them but without a booking reference I can’t get through. I don’t have a booking reference as I never made a booking. Absolute scam. Obviously someone has committed an offence but there is no complaints email route. I live in the UK. If anyone can help please leave details in a review. I will be putting this across their social media if I get no response.

Could have given zero star if possible. They steal money from you.

I booked through hotels.com and the money they charged was higher that what the hotel provided a VAT receipt for.

The refused to provide a refund for the difference or provide a VAT receipt for the difference.

If anyone reading this review is from HMRC - please take a note of this as I suspect they are doing a VAT fraud by not paying VAT on these differences.

Only gave one star because I had to. Booked a hotel through these people Risley Hall Hotel near Donnington. On arrival we were met with the hotel is closed, had a floor, did you not get an email? Left with nowhere to stay for two nights, after several phone calls I managed to book somewhere else. I wasn't unable to contact Hotels.com and eventually when we got back found an email address and contacted them. Their response we will contact the hotel and get back to you. This was 2 weeks ago. Have just emailed them again and asked for our refund. Apart from the stress and hassle of being left without a room for two nights we are now out of pocket. Wouldn't recommend using these people, they are uncontactable and when you do manage to get through via email very unhelpful.

Didn't get the room I booked for, hotels.com were terrible with customer service

We booked an OYO hotel through hotels.com. The hotel cancelled at the last minute and hotels.com refused us a refund because they couldn’t verify with the hotel that it had been cancelled. I spent an hour on the phone to OYO (also a chain to avoid) and eventually got an email from them to confirm they had cancelled it, even then hotels.com refused to refund us. I then had to spend more time on the phone until eventually we had a refund. We won’t be using hotels.com again,

Extremely unhelpful when their systems caused problems with my booking. Reverting to booking.com

I have used Hotels.com for many years for both work and personal travel and will not issues until now.

I found that my last booking had been charged twice, once by the property and once by Hotels.com

The initial conversation was helpful, they had advised that it was the properties responsibility to refund me and they would follow it up.

However after several attempts no refund and case closed according to them. No explanation nothing.

Disgusting and disappointing. Won’t be using them again.