Very Poor Customer Service – Extremely Disappointed
This is the worst third-party platform I have ever used for booking. The customer service is extremely poor, and they do not provide the help or support you need if you experience an issue with the hotel.When a problem arises, you expect assistance and proper guidance, but unfortunately, that was not my experience at all. I felt completely unsupported throughout the process.This was the worst experience I have ever had. I strongly recommend avoiding this platform at all costs.Thank you.
Danny Pires
IT systems poor
Whoever is in charge of IT needs to seriously improve their game. The booking front end is so unstable and regular has erroneous prices eg I have the currency set to GBP but it's showing me room rates in dollars.Often the photos of hotels won't load. Shows booking prices incorrectly on my reservation.The service is good but the systems are very poor
Alexander Duckett
They lied and charged me 15$ and change…
They lied and charged me 15$ and change as a refundable deposit and after my vacation when I realized the money went to hotel.com I asked about my deposit they conveniently don’t show one and when I sent the screenshot it kept saying error even though my side showed it went through. Sorry I’m trying to make a long story short. Anyway it shows up on my app as a credit for some club I didn’t sign up for!
Cyenthia Ramirez
Despite clear evidence that the hotel…
Despite clear evidence that the hotel resold the room, Hotels.com refused to assist or intervene. Very poor customer support for an international booking. I expected better protection from a major platform.
Adeva
Overcharged and no change allowed 8 months in advance
In October 2025 I booked an overnight stay at Holiday Inn, Bilbao via Hotel.com for August 2026. Due to unforeseen circumstances, my needs changed and in January 2026 I requested to change the date of the booking by 5 days. Hotel.com quoted me a cancellation fee of the full amount I had already paid, plus full costs for the different night. I attempted to book de novo for the new night, i.e. I did not cancel the original booking and the cost was slightly less. It appears that someone (Hotel.com? Holiday Inn?) makes a very major profit from cancellations and alterations. I queried this on Hotel.com Chat communicating with Piyush who confirmed that this was Holiday Inn policy but attempted to negotiate with them on my behalf. I was assured I would get a reply within 72 hours. Ten days later and no communication at all. I will never use Hotel.com or Holiday Inn again.
anonomous Glasgow
Booked hotel
Booked hotel, upon turning up to the hotel the owner told me the system overbooked me. The owner said I need to contact hotel.com myself for a refund. Which I did. They said I need to wait 24-72 hours. They said they will call still no call. What a hassle when it’s not even my fault the hotel over booked with the hotel.com system and now I’m having to chase for my money back
Mel
Booked a hotel room in portugal with a…
Booked a hotel room in portugal with a free cancellation option upto 3 days before we went. They took money from my account straight away.Had to cancel but we did it on the second day.They did not refund our money although we were in the dates.Sent them the cancellation script which was in their email to me. But still refused to refund. Will never use them again.
Sue Cahill
Very poor service
On 21/10/2025 I booked and paid for a 3 day stay at Mercure hotel in Budapest through hotels.com.Upon check in on 7/10/2025,the hotel did not hold any information of my booking details from hotels.com. It’s only after contacting hotels.com that it transpired they had never contacted the hotel with my booking details. It’s only after my phone call that an email of my booking was sent to the hotel however to my my disappointment hotels.com (also part of Expedia) placed the blame on the hotel saying they had previously communicated with the hotel which was a lie, to add to that despite all the embarrassment I’d experienced and roaming charges incurred they suggested putting a credit of £50 on my hotels.com account to spend on future bookings with them whether or not I wanted to continue using them. Anyone wanting to book through hotels.com should consider a plan B ,in my case I was lucky the hotel wasn’t fully booked.
Antonia Mukiisa
Got scammed by a “hotel” in the U.S
Got scammed by a “hotel” in the U.S. Hotels.com protect those unserious actors. No money back.
Jonatan Stenbeck
They are spamming to no end
They are spamming to no end with promotional emails. Unsubscribed 3 times and spam is still coming.
Gregory
Booked a 7 night Hoilday to Turkey…
Booked a 7 night Hoilday to Turkey through this app who are part of the Expedia group.Booked a hotel by the name of Salmaki resort & spa rated 5 Star in Bodrum.What a load of rubbish as this was the worst experience I have ever had at a hotel.1 restaurant with all Turkish food & no labelling in English,no ingredients if one has allergies and only omelette as English.2 staff who spoke English in the 7 days I there.Bath was disgusting with black mould around the outlet.Jacuzzi & indoor swimming pool not working.Bed had a mattress 5-6 cm in width solid with no springs or this is how it felt,So,tossing & turning all night.Couldn’t change the half board.Room had spats of blood on the wall which was repulsive,disgusting.Never again.
Raj Sidhu
Wish I could give zero stars
Wish I could give zero stars. Checked into an apartment at 10.45pm that I booked though hotels.com to find the room hadn’t been cleaned from previous guests. By not cleaned I don’t mean a little dirty I mean unmade beds, dirty bathroom sink and water still in the bath, food on the counter tops and in the fridge. I have now been told that because the room was technically available there is nothing they can do. That my option is to remain in the dirty room and that they will contact the host first thing in the morning.
Ash
❗️DO NOT TRUST HOTELS.COM❗️
❗️DO NOT TRUST HOTELS.COM❗️Hotels.com refuses to take responsibility for its own system failure and protects scam hotels. You risk losing your money and being ignored.I used Hotels.com to book a hotel, but due to a malfunction in their chatbot, my reservation was automatically canceled without my consent.I never asked to cancel. I was simply trying to clarify a cardholder issue, and before I could finish typing, the system robot chat didn't go to the detailed directories and just canceled everything 0.001 seconds.The reservation was non-refundable, so I immediately contacted Hotels.com to explain the situation and ask for help.What did I get? No accountability. No solution. Just copy-paste responses.I spoke to seven different agents — all of them kept saying, “We cannot reach the hotel,” as if that excused them from taking action.The hotel (Callao Suites Recoleta, the apartment, too. This person in hotel runs two hotel in BuenosAires, Argentina) even told me “It’s none of your business” and refused to cooperate. Hotels.com is well aware of this, yet they still refuse to refund the payment or acknowledge the system error.This is not just poor service. It is intentional negligence, systematic avoidance of responsibility, and collusion with unethical hotels.If Hotels.com allows this kind of fraud to continue and blames the customer instead of fixing their broken system, how can anyone trust this platform?🚫 Final message:Hotels.com failed me. They will fail you too.Stay away from Hotels.com if you value your money, time, or peace of mind.❗️NO CONFÍES EN HOTELS.COM❗️Hotels.com se niega a asumir la responsabilidad por fallas en su propio sistema y protege hoteles estafadores. Puedes perder tu dinero y ser completamente ignorado.Reservé un hotel a través de Hotels.com, pero debido a un mal funcionamiento en su chatbot, la reserva fue cancelada automáticamente sin mi consentimiento.Nunca pedí la cancelación. Solo quería aclarar un problema con el titular de la tarjeta, pero antes de terminar de escribir, el sistema ya había cancelado todo.La reserva era no reembolsable, así que contacté de inmediato a Hotels.com para explicar la situación y pedir ayuda.¿Y qué obtuve? Ninguna responsabilidad, ninguna solución, solo respuestas copiadas y pegadas.Hablé con siete agentes diferentes, y todos repetían lo mismo: “No podemos comunicarnos con el hotel”, como si eso los liberara de hacer algo.El hotel (Callao Suites Recoleta) incluso me respondió con un “No es asunto tuyo” y se negó a colaborar.Hotels.com está completamente al tanto de esto, pero aún así se niegan a reembolsar el dinero ni reconocer el error de su sistema.Esto no es solo mal servicio. Es negligencia intencional, evasión sistemática de responsabilidades y complicidad con hoteles deshonestos.🚫 Mensaje final:Hotels.com me falló. También te fallará a ti.Aléjate de Hotels.com si valoras tu dinero, tu tiempo o tu tranquilidad.
Soo Ryu
scammed my poor mum
scammed my poor mum. ( x brunswick hotel) first off they only contact by whatsapp and i had to check with my mum to make sure it wasnt a scam, she had pre paid fees and they where asking for more fees or they wont get into the room and no refund, we told them our concerns and they wouldnt stop calling her. even if this was a scam i told her she didnt really have another option, so she did everything that they asked and they ghosted her until an hour before they were meant to arive they cancelled the booking leaving her to pay an outrageous priced last minute hotel. i blame hotel.com for alowing so many scam places go on there and for also having a terible help line aka no help line. DO NOT GO HERE OR BOOK ON HOTEL . COM
grace mulley-hearn
Hotels.com have no customer care line…
My wife tried to cancel a booking because I have cancer. The hotel agreed but said we had to confirm with booking.com. They don’t have a customer care line and don’t respond to emails, neither do Experien, who own them - so no refund and I don’t have the energy to pursue them.We will never use them again and will stick with Booking.com who can be relied upon.
Mike P
Refund not honoured
Got charged for a hotel that I assumed was pay on arrival yet still got charged. Anyway cancelled within the free cancellation date but they refuse to refund me. Blaming it on the vendors rules. It was Hotel.com who sent the emails and cancellation dates. Shocking behaviour
jayne
do not use
Hotel.com has been my hotel finders for decades but now they are part of expedia, the reward scheme is now worthless and a recent attempt to book ended as a disaster. If you have not looked at the trust pilot reviews for expedia please do and remember these are partners in crime
Steven Lucas
Find a Hotel, book directly. Hotel.com is poor service.
Reviews and Hotels tend to look better then they really are. Good reviews on top. NEVER answers at custumer service on reguests through the app.
Kenneth Mitsem
Booked a stay in Prague that said the…
Booked a stay in Prague that said the dates could be changed but it could not be cancelled. We tried to change dates, but got in respons from hotels.com that the hotel we booked denied the request and there was no availability to change dates. We contacted the hotel directly and they said we could both change dates and cancel with a refund because of a 14 day policy. The hotel told us to get hotels.com to contact the hotel again and we did. We got a confirmation to change dates, but when we contacted hotels.com they refused and said we were denied, even tho the hotel had given us a confirmation directly. Hotels.com refused to help and only said they couldn’t do anything and that we had to try to sell the stay to someone we know
Ronja Longum
Got an email for a booking I did not…
Got an email for a booking I did not make and that is not on my account. Cannot speak to anyone at hotels.con, hotel itself try to help but can’t contact hotels.com eitged. Eventually speak to a real person at Expedia who can’t find any trace of a booking in hotels,com or Expedia systems, today get an email from hotels.com asking me how check in was. Fortunately hotels.com don’t have up to date credit card details. No explanations, no apologies and hours of wasted time, and a lovely hotel mucked about. Will never use hotels.com or Expedia again.
Mary Tierney
