2.7
251 reviews
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Hotels.com

Read 251 Reviews

DO NOT USE

1

I booked a hotel - which I also booked airfare on the same day- same credit card. I got an email 2 days later saying that my reservation was cancelled due to my cc. Now think logically- how could I book the hotel first and air 2nd and the airfare is paid but the hotel has a problem. I didn't even get a message or call asking me to resubmit payment. So simply put- they offer you hotels/reservations at pricePSs they cannot live up to. NO other reason to cancel my reservation. DO NOT USE THEM! PS customer service is worthless

Krjerseygirl

Philadelphia

false

Hotel.com We always use it over and over again.

5

We love to use this website when we are going to our trip they give us a good rate and rebate. we been using this site for almost 10 years now.

LENLEN

South Carolina

true

Do Not Do Bussiness with Hotels.com

1

I booked three rooms with Hotel.com at the Trapp Family Inn in San Jose costa Rica. After checking in we found all three rooms infested with insects. We immediately checked out and checked in at the Holiday Inn. Called Hotels.com a few hours later, explained the situation and asked for a full refund. They said they were sorry and refused any refund. The, moral of this story is do not book with hotels.com. If you have problems with a booking made though them do not expect any help from them. Once they have your money they will not refund any of it under any circumstance.

JamesN18

San Jose, Costa Rica

false

Never again!

1

I have used hotels.com for over 10 years. Never had a problem booking or cancelling. However, last week they lost all my information related to my rewards and future bookings. I had $150 credit toward a hotel, but that is now gone. After 2 phone and 3 online chats, I received no help. The hotels.com headquarters phone line is a joke. No one answers. I cannot believe a major booking agent has such poor customer service.

DeborahM18

Sacramento

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Do not use this site to book a room

1

I just book a 1 night stay at a local motel and using this booking site it clearly said your cc information will not be used, only for verification purposes. Well surprise, surprise, they charged me the full booking fee! This is a scam operation. DO NOT USE THIS SITE to book a motel room.

Irritated60

San Bernardino, CA

false

Charged after Cancellation

1

1st and last time I will be using this site. I cancelled a hotel 2 days before the reservation, well in compliance with the cancellation policy--and I was still charged for 1 night. I have been given the run around by 2 agents, and decided to call the hotel myself. They said that they did not get any cancellation notifications but I have all the email confirmations. The hotel said that I had a room assigned and it looked like someone stayed there, um, no ma'am they did not. Although everyone has been nice and courteous, blaming each other does not get my money back. And I have all the proof I need to get a refund. I really do not want to file fraud charges on this company but it seems to be a running theme that they lack effective and efficient communication.

MekaAT

North Carolina

Hotels.com Customer Service policy downgraded

2

I have used hotels.com for years and was always pleased until this last trip. On a 2 week road trip I booked each night on my phone in the afternoon when we decided on a general location for the night. First deciding by customer rating, then by price. Each morning when checking out I asked for a printed receipt form the hotel to verify that the charges were correct. My husband checked our credit card against the hotel receipts..all matched except one. I called to ask for a credit and was told that it was not possible, the rate must have changed from the time I booked til we checked in? Since I booked it literally 30 minutes before we arrived that didn't sound reasonable especially since the rate on the web was the rate given at the hotel. Customer service must have been farmed out to another country recently because I have never had the responses I received on this call, even after requesting a supervisor who was even more unpleasant. We have our 2 $100 credits so after using them probably will end my 15 year patronage and look elsewhere.

SandiF18

Florida

false

Hotels.com scammers

1

Hotels.com sent me an email asking for me to take time to review a booking and the email seemed to imply that I would receive double credit for that particular booking. So I reviewed the booking. Then I received an email with a "coupon" to redeem for double credit for a future booking within a particular time period.... Not exactly what I expected... but okay, we have another trip planned during the "particular time period"... so I click the link and make the booking.... Now I''m told that the booking was not eligible because it is/was "pay at hotel" booking. I can see that my credit card has been charged. I was not given the option to reserve and pay later... so not sure how it is possible that Hotels.com can say that this booking is not eligible to redeem the coupon. Further, since I clicked to redeem the coupon, why would Hotels.com show me options for claiming/redeeming a COUPON sent by their company that would not be eligible to use for the coupon? At this point, I''ve been a loyal user... but now that I see they are scamming me, I will be rethinking whether to continue to use their website for my travel needs. I won''t be tricked again. They have deceived me and stolen my time with bait and switch ... not just once... but twice with the same scam and now they have the nerve to say "your coupon is still usable" Hmm No Thank you. I've already wasted enough time on this... beware... Nothing is free... ever....

LuckyTraveler

Florida

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Happy

5

Great place with indoor pool for winter time. Great jacuzzi an sauna. Family friendly new beds with pillow tops comfortable great hospitality all the way around

Torresscotia

Scotia ny

true

Nice Place but Beware the Roaches!

2

The location is great and it is a family and dig friendly place. We just stayed there for a few days and we found two roaches in our hotel room bathroom. While the staff moved us to a different room that same day they did nothing else to compensate for our shock, horror and disgust and the fact that we had to move rooms. We are now so hoping that we do not bring any unwelcome guests back home with us. Very, very disappointed!

JenD16

Ny

false

Hotels.com

2.7 251

48.0