Hotels.com Hotels Review
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35 Customer Comments & Reviews - see all comments
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Originally established as the Hotel Reservations Network in 1991, Hotels.com is a hotel booking website based in Dallas, Texas. Customers can book hotels via their online website or over the phone, choosing between more than 325,000 hotels in approximately 19,000 locations. The company has over 80 local websites in a number of different languages.
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35 Customer Comments & Reviews
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Until recently I was a happy and loyal Hotels.com customer but I will never book through them again. I booked a room through hotels.com for the Jacksonville Airport Hampton Inn for one night in which I paid in full when booking. When we arrived the hotel said they had no records of us paying through hotels.com and even though we showed them our receipt, they still said that there was no payment shown. So I contacted hotels.com and explained the situation and they said they would look into it. Well it has been 3 months since they said they would refund my money through them and still nothing. I’ve called, emailed, and chatted and was given the run around every time. They are a poorly ran... Read More
Hotels.com makes reserving rooms easy. However, they obviously do not review the properties they are recommending on their site. Here's a review of my last - and final - booking I made on HOTELS.COM CAVEAT EMPTOR !! (Buyer Beware!) I mistakenly booked a night in Las Vegas at a “budget hotel”. What a mistake!! I was just traveling through and needed a place to get a few hours of sleep and a shower before hitting the road again. Erroneously, I chose the MOTEL 6 on Boulder Highway in Las Vegas for $100. I thought it's a national chain and must have some standards for retaining the "MOTEL 6" signage. Simply... Read More
For the third time in two years Hotels.com has lost our booking. We had to pay for a 2nd room at our expense. I am a so-called gold member. Hotels.com has the worst customer service. I won't be using them anymore!
Hotels.com customer service has gone down the hill ever since they introduced the OneKeyCash system. Employees don’t answer simple questions like which other company’s they affiliated with expedia, kayak, trivago etc so I can use my onekeycash points they said they are not allowed to give that information. They do this on purpose to avoid giving points. Other websites usually pop up with better deals when browsing through hotels website. I know they are affiliated with expedia but when you call them they don’t honor points and tell you same thing over and over again like I'm stupid. Booking.com gave a better price anyway but found out they are not affiliated with hotels.com I had other... Read More
This company is a sham. They lie and postpone. A true emergency came up and after providing proof, talking to them for over an hour, being transferred 7 times and had three different numbers. They will take your money and do nothing. Horrible liars from an India based call center. That is after you get past their bots. Or their lie that the computers don’t work. All lies!!!!!
I have to chime in along with others on this site. My experience has been similar. Last November we had an incident where we booked through Hotels.com and needed to cut our stay short. The hotel itself was willing to reimburse us but could not because our reservation was through Hotels.com. After much effort on my part, I was able to actually contact the resolution department which provided a voucher for the $250 dollars - no refund. When attempting to use the voucher, their reservation software would not make the booking and when I took another run at it, the software would not accept the voucher. Again, after MUCH difficulty, I got through to a person, in their chat channel who was... Read More
I used hotels.com to book Americas Best Value Inn Amarillo Downtown with a king room for me and my wife. When I got there they said there were no king rooms available and we had to book another hotel. They refused to give a refund and said we had to contact our booking agent. I contacted Hotels.com and they could not get a refund either. I don't know how this is possible when the room I paid for was not available and I had to go somewhere else. This is completely unreliable service. The next day I see that hotels.com is still selling rooms with king beds and yes I confirmed at the hotel that they still don't have any available. So there is a breakdown in communication somewhere but... Read More
Given your lousy customer service and poor refund policy, I will never patronize your business again. With your scammy policies, your business is prone to go downhill, especially if consumers read your reviews.
Refusing to refund people's money is the same as stealing from customers.
I hope a class action lawsuit from customers with health conditions is on the horizon for hotels.com
Be Cautious - Unpleasant Experience with Hotels.com I recently had an unpleasant experience with hotels.com and I feel compelled to share my story to warn others. I booked a room in Georgetown Residences by LuxUrban Washington and received a confirmation number. However, I later received an email claiming that my credit card was supposedly declined. This was odd since my card wasn't compromised and there was enough money in the account. Subsequently, I received an invoice from hotels.com, urging me to pay it to confirm my reservation. The invoice seemed suspicious, as it was issued by a dubious legal entity in Miami. Due to my suspicions, I decided not to pay it and canceled my... Read More
I booked a room on Hotels.com for a friend whose son was taken to the hospital for an emergency. When I went to Google to give her directions, the same hotel popped up for $30 less on Hotels.com. Because the booking was for the same day, they would not honor their price match guarantee. I have had an account with Hotels.com for years, will never use them again.
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- Uncomplicated, user-friendly rewards program
- Several payment options, including gift-cards
- Can find special group rates for events
- Option to filter search results by neighborhood and landmarks
- Secret prices help members get even lower rates
