Hotels.com レビュー 

Hotel booking cancelled 8 months before trip, in accordance with T&C's (which gave us up until a couple of days before hand to cancel without any costs) and e-mail received to confirm booking cancelled and no funds due
Hotel took the money from card and Hotel.com refused to action this as it's apparently upto the hotel if they charge, and they can do nothing about this, even though had original booking and confirmation e-mail confirming that no funds due.
Absolute thieves who have no interest in customer care, and are happy to be complicit in money being stolen from you
Avoid at all costs - you've been warned

I booked an apartment for 2 nights in Blackpool, said luxurious accommodation, got there and it was like a crack den, filthy unsafe and not fit for anyone to stay there, complained to hotels. com to get a refund, back and forth with emails for over 2 weeks to be refused, instead they gave me £50 credit for another booking, I told them I wasn't happy as I paid £252 for the filthy apartment with drug paraffinalia lying next to a baby's pushchair, said it was unsafe for us, especially with kids and they said there was nothing more they could do.
I think it's shocking that they advertise places which look like genuine lovely apartments but are nothing like the photos they have on website it's filthy unsafe and not fit for a dog to sleep in, it's false advertising and wrong, taking people's money when they know what the actual place is like because there are loads more reviews stating the exact same concerns as me, should be ashamed being a worldwide company.

This is the response you will get from hotels.com if a room booked at Prince William
Hotel in Paddington, with them has no window that opens, no air running through it, a television that does not work, a toilet seat that you cannot sit on and a pubic hair on the shampoo:

This is the actual response:
We’re following up on your request for us to reach out to Prince William Hotel and ask if they could issue a refund.

Unfortunately though, I just called the Prince William Hotel to make the case for your refund. I pushed for flexibility, but since your booking was non-refundable and doesn’t allow any exceptions, they’re sticking with their policy and won’t issue a refund.

We know this is disappointing. We always advocate for more flexibility for our travelers, but properties have strict policies and there's nothing more we can do.

Please reach out if you have any additional questions — we're sorry you've had a frustrating experience, and that we can't help more in this case.

Sincerely,

Judy Ann Z.
mnljzaragoza
Hotels.com Customer support team

Dishonest business - they charge VAT but don't actaully pay VAT toHMRC. You find this out when you ask for a VAT receipt.

I always go to Hotels.com when looking for a stay either in the UK or abroad and usually find somewhere fairly priced and suitable. I recently had a query regarding some missing Reward Nights and I got excellent help from Joanna and her supervisor (Jasmine?) in Customer Relations, so very happy with the whole Hotels.com service.

Terrible company. Not only misled me on the hotel description but they failed to publish my review which is why the hotel is scoring so highly. How can you take the feedback at face value if they only publish the positive ones. Never again will I trust hotels.com

I've booked thousands of pounds worth of hotels with this company, they promise promise reward nights when you book 10 nights then don't include the majority off your bookings in your "rewards" they have a "missing points, add itinerary number, you do this and it doesn't allow you to add points, it just shows you the booking. I will cancel £5700 of future bookings with this company due to their failure to do what they say they will... You cannot contact them, you get a bot that asks you what you have already told it. There are loads of booking sights out there, don't be drawn in by the rewards with hotels.com, you'll get less than half of what is promised and there is no way to redress it... I'll rebook all these hotels with trivago or others I've already saved £20 per night LFL on the first cancellation...Infuriating!

Booked hotel, they cancelled within 2 hours, I rebooked they cancelled again within 30 mins, I rebooked and they cancelled again within 30 mins. They said they didn’t know why it was happening. I left it one day and rebooked for a fourth time. This time they didn't cancel…well until 36 hours later. Avoid this company like the plague!

Not even 1 star, They will go bust very soon dont use them, I did and my account is useless, they lock you out to steel money from people.

Awful. Do not use this company. Our flight was cancelled due to the well documented problems with UK air traffic control, so we tried to contact the company about our hotel booking at our destination airport (Birmingham). When the chatbot realised we wanted to discuss the possibility of a refund, it blocked us from all further communication.

UPDATE; I also contacted the company by social media and they said they’d look into it all if I messaged them privately. I did this and, a while later, it just led to another refusal and another brush off. They are charlatans with no interest in customer service, customer loyalty or customer happiness. Avoid at all costs.

YOU ARE TOTALLY USELESS YOU LET ROOMS NOT KNOWING WHAT IT IS YOUR LETTING, THE ROOM THAT YOU BOOKED FOR US AT THE GLENDOWER HOTEL WAS INACCESSABLE IF YOU ARE LETTING ROOMS YOU SHOULD HAVE VISITED THE SITE YOURSELFS TO KNOW ALL ABOUT THE PROPERTY ACCESSABILITY ISSUES YOU TOTALLY RUINED OUR HOLIDAY, IF IT WASN'T FOR THE VERY FRIENDLY AND HELPFUL STAFF WE WOULD HAVE HAD TO COME STRAIGHT BACK HOME THEY MANAGED TO RESHUFFLE 2 PERSONS AROUND TO GET US A ROOM WE COULD ACTUALLY USE IT TOOK THEM A WHILE BUT THEY SUCCEEDED WHERE YOU DIDN'T BUT THAT WAS ALL THE FIRST AFTERNOON RUINED BECAUSE OF YOUR INCOMPETENCE WE WON'T BE THE FIRST OR LAST TO HAVE PROBLEMS WITH YOUR NEGLIGENCE IF YOU DON'T KNOW THE HOTEL INSIDE OUT YOURSELFS IN PERSON THEN YOU SHOULD NOT BE LETTING ANYTHING BECAUSE YOUR SPOILING TOO MANY PEOPLES HOLIDAYS AT A GREAT COST IF NOT FOR THE EXCEPTIONALLY GREAT STAFF AT THE GLENDOWER HOTEL WE WOULD HAVE PAID £400 FOR NOTHING YOUR COMPANY IS NOT FIT FOR PURPOSE AND SHOULD BE REMOVED FROM THE MARKET PLACE BY THE POWERS THAT BE THAT LICENCE YOU TO TRADE YOU MAY EVEN FIND YOURSELFS IN LEGAL LITIGATION WITH SOMEONE HAVING NOT BEING SAVED BY THE HOTEL OR RESORT FINDING THEM A APPROPRIATE ACCOMADATION AND NOWWHERE TO GO ONLY HOME MAYBE A FLIGHT INVOLVED OR OTHER OUT OF POCKET EXPENSES YOU SHOULD THINK YOURSELF LUCKY THE GLENDOWER HOTEL CAME THROUGH FOR US OTHERWISE IT WOULD HAVE BEEN US TAKING YOU TO COURT

0 stars would be my choice. They are that bad.
I booked a 2 night stay on the south coast with Hotels.com. Arrived and the hotel had no confirmation of our booking. Spoke with Hotels.con agent who told me there was nothing available within a 10mile radius. He said he could sort out a refund to which he said he was doing.
We ended up travelling back home (4.5 hours).
Next day tried calling Hotels.com and was on the phone for 1hr 28 mins trying to get the refund. I’m still waiting for promised refund. AND WILL NEVER USE HOTELS.COM AGAIN

Always used this company after changing from booking.com.Recently had a five nights stay near London to find that stamps had not been applied on 7 August as should have been.Eventually managed to speak on chat via app to be told it now takes up to 35 days but they would look into it and I would hear within 5 days.That is now up and still no word.Clearly happy to take your money but don’t want to give out the rewards.Was quite happy to book another night but no more.Will take my custom elsewhere now

1.4 star reviews, hardly surprising! We paid a £300 deposit for damaged that did not get returned. We did damage a window but we replaced it ourselves the very next day, the day before we left. The only way they knew we had damaged the window was because the cleaner had seen it(they didnt come to clean)Not only did we replace the window, we had cleaned up as if it never had happened(as we should have) we subsequently paid twice for a broken window. They also said they were charging us £30 for a cleaning fee, we hoovered, stripped the bed & had all our rubbish bagged up for them, Cheeky sods, never booking with these EVER again!

I wish , I had 0 star option....
They took money from my account with no email confirmation and nothing. I can't even get my money back. Please, please stay away from this company and use the alternatives.

All I can say is this company are a bunch of crooks!
Their customer service is shameful!

At last, a company which takes seriously any complaints from its customers (even those which were not the company's fault) and seeks earnestly to resolve them. (Well done, Geraldine!). The chat helpdesk is a bit cumbersome but once you're in touch with an agent, they go the extra mile. They also have a voucher scheme with Tesco Rewards (double your money) which knocks £££s off your bill. Highly recommended.

Robbed me, never ever ever again!

Shocking customer service. Fobbed off constantly Despite them agreeing to alter a booking (same hotel same dates)they haven’t completed the tak and have kept our money,£250.00

I had a terrible experience at a hotel booked through this site; but that's not their fault, they rely on people reviewing the hotels so other customers can make an informed choice. The problem is, they wouldn't publish my bad review, possibly because it was so seriouse and the hotel was part of a major international chain. Their model is broken if they only publish good reviews. I will be using another hotel booking site in future.