I have used Hotels.com for years and will NEVER use them again!
I have used Hotels.com for years and currently have over $800 in rewards sitting in my account. All I need to do is update the email address tied to the account. That email no longer exists. Their system will not allow me to update the email unless I confirm through the old address. That is impossible. There is no alternative verification process. No identity validation. Nothing.I spent nearly two hours in chat and on the phone. I was escalated to senior support. Everyone was polite, but completely ineffective. No one could fix a basic account issue.Their solution? Create a new account and “try” to transfer the rewards. No guarantee it will work.It gets worse. When I attempted to create a new account with my personal email, the system blocked me because my phone number is already tied to my existing account. Their advice was to use a different phone number.So to fix their broken system, I need a new email and a new phone number.This is archaic infrastructure and powerless customer service. For a company holding hundreds of dollars in customer rewards, this is unacceptable.
Jordan Jensen
This is a scammer platform
This is a scammer platform. Beware...
yonel delmas
i was loyal customer for a decade but…
i was loyal customer for a decade but left when they trashed the loyalty scheme. Total disregard for customer base and could never use again after they they believed they could trick their customer base into trying to think the had improved loyalty scheme when anyone could see they had gone from 10% to 1% trying to mask it as an improvment... total disregard for loyal clients. Do not use and reward this unethical business with your custom
Jordan Pattison
HOTELS.COM.......The most AWFUL travel…
HOTELS.COM.......The most AWFUL travel site ever! I had to cancel my reservation due to the recent snowstorm. NJ declared a STATE OF EMERGENCY. I contacted Hotels.com, asked for a refund. They replied.........."After several attempts, we could not reach the hotel, therefor no refunds. I called the hotel, reached them on my first try, and got a full refund. DO NOT EVER BOOK ANYTHING ON.......HOTELS.COM. They are awful, and inept at taking care of their customers.
Patrick Connolly
Extremely unhelpful and unsupportive..
Extremely unhelpful and unsupportive... an agent today gave up on my query because 'there is a language barrier' and basically just supports the listing at which I am staying's false advertising of amenities, which require an extra charge per use. Not normal things, the things it leads with - bathing facilities and a gym. I won't be using them to book as long as they support such false advertising practices. It is absolutely not the norm at other properties to advertise in this way anywhere in the world, but there you go... just leave your customer out of pocket and move on is the approach.
ASHLEY PHILLIPS
Don’t bother purchasing insurance- worthless
Booked a room for my sister who was released from the hospital. Purchased the insurance for the hotel reservation. Found out a day later that she was not medically safe to stay in the hotel. I cancelled the reservation within 24 hours of the date I made the reservation and file an insurance claim. They denied the claim and charged me for the room and insurance. I will never use again!
Unhappy customer
Received a Hotels.com voucher
Received a Hotels.com voucher . Was unable to see how to redeem it and after about an hour of trying and using the online chat it seems you cannot use it on any booking. Only selected pay now bookings. Clear as mud
Kenny
Not good.
Not good.Bad service
Maria Hansen
Total scam
Total scam. I booked a “hotel” with a lovely photo and a 9 customer review. I arrived at the location and it wasn’t a hotel and didn’t match the photo. I paid for the hotel plus $60 cleaning fee plus $200 deposit. I received no information from 6-7:30pm. I waited on the chat support for an hour with no response. I booked another hotel with a different app and was checked in without incident. Chat support finally responded to say I had an updated message from the “hotel” with a building access code. I have since discovered that hotels.com has THOUSANDS of complaints with the Better Business Bureau.
Kerri Warmus
We were impacted by the blizzard…
We were impacted by the blizzard conditions in the Northeast so we had to reserve a "room" through Hotels.com. The instructions mentioned calling the property for check-in coordination which I dialed but received an unable connect message. I was lucky enough to connect with "We Host" who directly manages the room as an affiliate of Hotels.com after speaking with someone on property. We Host communicated the property was double booked and not available during the dates I reserved and paid for. After communicating this with Hotels.com, they cancelled my reservation but have yet to refund payment. Rather than using Hotels.com in the future, I plan to reserve directly with the property website.
Consumer
Unable to Reach Customer Service
I had a very frustrating experience with the customer service. It’s extremely difficult to reach anyone — there is no email address available, the support guides are missing important information, and the chatbot is not working properly.I’ve been waiting for over 30 minutes to connect with a live agent, and the estimated wait time keeps changing. It reaches 0 minutes and then goes back up to 17 minutes, which doesn’t make any sense.Overall, I’m very disappointed with the level of support and the difficulty of getting help when it’s needed.
Irem Caglar
Worse stay ever
I booked a continuous stay from February 9–23, 2026 through Hotels.com at Courtyard by Marriott East Lansing Okemos. The stay was approved at check-in with valid ID presented. On February 22, one day before checkout, the hotel removed me despite an active paid reservation.My concern is how Hotels.com handled the situation. As the booking platform, I expected support, relocation assistance, and immediate refund processing when a confirmed reservation was not fully honored.Instead, I am still working through disputes while payments continue to process.When a customer books and prepays through your platform, there should be clear protection if the hotel fails to provide the full stay.I am requesting full refund resolution and improved escalation support for situations like this.
Leonard Williams
Absolutely dis gusting customer…
Absolutely dis gusting customer service.I booked a room and paid extra for cancellation option. We were to visit a near by stately home. Unfortunately the stately home was flooded and had to close. I tried to change the dates but hotels.com said there was no availability and I wasn’t entitled to a refund. I checked with the hotel who said rooms were available and they happy to change our reservation. I again contacted hotels.com who refused to change the booking and would not refund me. We end up going to a very good hotel no reason!Will never use Hotels.com again!
Stephen
Broken loyalty program
Living in germany. Always used the german hotels.com page. Always paid in euro.And then they migrated my loyalty stamps to british pounds. Support is useless for weeks.Been using hotels.com for ages, that's over now.FK EXPEDIA
Nagger
hotel.com has fake hotel when I arrived…
hotel.com has fake hotel when I arrived hotel did not honor the booking from hotel.com and hotel.com policy was non refundable period in effect as it is day of booking its service so hotel.com trying to steal my money and make me jump a million hoops all to tell me sorry we can't help. CRIMINALS
Hashim
I lost $188 with Hotels.com
I lost $188 with Hotels.com. This was due to accidentally booking my hotel for the wrong date. I realised immediately and called Hotels.com to change the date of my reservation. They charged me $188 dollars to do this, even though the room amount cost the same for my new date (I checked online). It is safe to say I’ll never use them again. Please think wisely before doing so!
customer
Absolutely shocking service via chat…
Absolutely shocking service via chat agent Rekah L. (If this is a real person??) Refused to allow me to change the date if my 1 night booking with out a penalty of the full amount. Their website reset the dates due to a faulty payment website issue, when I rebooked it accepted the wrong dates. I'll never use them again. Avoid!
Ricki Hill
Don’t trust Trust Hotels.com’s website.
I booked through Hotels.com for a room the hotel said wasn’t actually available. I didn’t learn this until I entered the room and it wasn’t what I paid for, and it was already 11 PM after a very long day. Not the hotel’s fault, yet Hotels.com attempted to work with the hotel to get me a resolution. The hotels.com agent was great. The platform selling unavailable rooms is the issue, and I got a whopping $25 key cash credit. Even more, nowhere on the Hotels.com website does it state that it cost $50 to park every night, which I only discovered upon checking in and had no other choice other than to park my car on the street at the parking meter.This entire experience is unacceptable.
Marcos Rios
Safety issues your left on your own in what ever city you go to. Avoid avoid
Left due to serious safety concerns at no point did they try offer safe alternative accommodation. Left out in a city that was 4 hours from home with no here to stay. Support was useless said message us back tomorrow and just had run around If you value your safety don’t use these to book your accommodation if you have issues your on your own
Ashley
Garbage
Garbage! Garbage! DO NOT USE!!!
Chris
