Hotels.com Reviews and Ratings
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Customer Service (10 ratings)Perform as Advertised (10 ratings)Timeliness (10 ratings)Use Again (9 ratings)Cost Effective (9 ratings)Hotels.com Reviews
Herbw53.... October 15th, 2014
Drugs, Drunks and Prostitutes !!!
Used hotels .com to book a room at Savannah suits in Greenville, SC. My daughter and I did not stay a night in this filthy PIT. 1. the place was absoulyely filthy. 2. Drug addicts and or drunks were using and buying drugs at this place. 3. Prostitutes were walking around in the parking lot without clothing from the waist down. 4. There is no wifi to use to locating another hotel, even your cell phone won't work there. This place was totally disgusting !! Oh and hotels.com has no customer service that I can get hold of!! JUST MORE BS I will never use this service again.
shepard1414.... July 26th, 2013
worst experience ever
When my husband and I arrived at the crowne plaza in Natick, it was a very nice hotel. When we got inside everything changed and not for the better. My daughter had bought me tickets to see bon jovi at gillette stadium , so my husband and I decided we would stay overnight since the concert would be ending late. We were excited when we were to get the crowne plaza and the rate was excellent. I received a confirmation email from hotels.com stating that my reservation was confirmed and I didn't need to contact the hotel to make sure. We get to the crowne plaza, they can't find our reservation by name or confirmation number. I call hotels.com and the woman said that it would be all set in 10 minutes, During this time while waiting for hotels.com to send information over, no one at the crowne plaza said we have a problem, or even if we find your reservation, we are overbooked and we don't have a room. This information was told to my husband by the manager of the crowne plaza. i then was on the phone with a hotels.com employee trying to find us a new hotel for over an hour. they found one that was a 2.5 star hotel not a 4 star hotel like we had, I was not happy and I told the employees of hotel.com this. The money was taken from my account almost a week before I even got to Massachusetts, I had a confirmation number but then i had no room and got put in a crap hotel. i was given a 25 credit back to my card and a $100 voucher to use at a separate time. WOW. Also, we did find a hotel in Dedham that cost more, but had the stars and I was told they had no rooms. I called hotels.com after I hung up with the lady, i spoke to someone and asked if the hotel had any rooms and they looked at two computers and and told me that there were rooms available. but since a reservation was made for us at the other hotel, we had to stay at the crappy hotel or we would have had to pay for the night because we would have been cancelling too late even though we just got the reservation and the hotel didn't even have that yet. We had to wait for them to get the information before we could get a room. When we walked into the room finally, the room smelled. Also the toilet didn't like to flush. Certainly not the crowne plaza. By the time we finally got to the concert, it was too late to even eat supper there because there was a two hour wait and we would have missed part of the concert. So because of this mishap, we didn't get to enjoy ourselves the way we had planned, the whole situation made me very upset and i just cried when i should have been enjoying myself. so, i was not very happy with hotels.com or crowne plaza for any of this mishap. or that i had to pay all but $25.00 for a room that hotels.com should have picked up the tab for since it was very inconvenient for me and my husband and having to be on a cell phone for over an hour so a upgraded hotel would be found for me, but that hotel was not an upgrade by any means. i would like to hear from someone from hotels.com about this whole situation. I especially would like to know if this is normal practice for the hotel and hotels.com regarding missing reservations. If it is, I really don't know how you stay in business.
sperez5413.... July 9th, 2013
hotel discounts
i am always getting emails that says i am eligible for 1/2 price on the hotel rooms . i then try to go into the website of hotels.com and get the same rate that everyone gets that goes into it.
Sjtinsley.... June 6th, 2012
Rewards Program
Why does it take 72 hours to post a stay to Welcome Rewards when a room can be booked IMMEDIATELY? Of course the answer is: it pays hotels.com to stall this posting. I have accrued enough nights for a free night but cannot redeem because four of my nights have yet to be posted.
Anonymous-59539.... May 16th, 2012
Charged incorrectly for my Government stay
I made reservations while on government travel and I had to stay under a government rate. While making this reservation the sales person said that they would charge me a flat rate so I would stay under the rates for my travel. I paid up front and in full using my government card and when I checked out and recieved my bill via email several days later the days were not pro rated and the flat rate was not reflected. So by using there service I was actually out money from my own pocket and customer service was unwilling to work with me in any form or fashion. Beware they do not understand english.
Anonymous-53914.... March 16th, 2012
Hotels.com Ripoff and bad support
I've booked a hotel via Hotels.com website. At the time of my booking process, I have read all information including cancellation policy to ensure that I can cancel the room before the dateline without any fee if my plan has changed. Then right after I click to confirm booking, there is a red sentence showing that I'll be charged for one night if I cancel it. So I tried to track my booking online but can't access. After calling support team and sending request to view my booking, the response that I got was that I won't be able to check my booking from online account due to the fact that I did not make reservation after log-in. Here is the worst part.. I was informed in the email that "non-refundable 5.00 booking fee per reservation will be charged to your credit card at the time of booking." I then checked back in the booking process and pretty sure that there is no such information in any part of the pages. This is an unfair charge without advance notification and I tried to complain to the customer support but no better explaination than it is policy and it is non refundable. This is very disappointed and I'm sure that I will never use Hotels.com ever again.
dwoo.... July 29th, 2011
Hotel.com need a faster return process and keep the customer's trust!!
In this past June, I have booked hotel and stated the check in / out date (from 5/30/11 to 6/6/11) total seven nights of staying; however, Hotel.com charged eight nights instead. I have contacted Hotel.com 800 number which has a very nice agent to help me on refunding my extra night who also said she will e-mail me the confirmation. The refund will take about 5 to 10 business days said the agent on 7/12/11. Today, July 28th phoned 800 again, I indicated that I did not see any refund back to my credit card nor did I get e-mail for confirmation. At 11:30 pm July 28th, finally, I have the confirmation of refunding my extra charge. Still, there was no notification from my bank indicating on Hotel.com refund.As a large operation company trying to benefit large count of customers, I feel a losing trust on a promise, I am sure mistake could happen. But, should not be happening after customer has contacted second time and hotel.com can't keep the promises. The original good feel on saving money become sour... For the proof of my statement, I provided my confirmation number for whoever wants to verify on this process - the confirmation number was 16712502216. dw
Anonymous-33199.... July 11th, 2011
No customer service support.
My daughter booked a room and when she arrived the hotel did not have the room she booked available becuase they over booked and they would not make other arrangements for the 4 girls. They eventually put them in a room w/ one queen and a one roll out for 4 people. They refused to upgrade them for their second night or give them a discount. We could not get anyone on the phone from hotels.com even though we tried for two days and stayed ont hold for over 40 minutes once. I will never ever book through hotels.com again and will tell everyone I know not to as well. Dont pay up front or you will get screwed over. terrible !!!!
orangecyn.... June 7th, 2011
Reasonable Service
Hotels.com is an easy way to find open hotels and get info about them. I don't think they offer the deep discounts they claim to. However, they are convenient way to book a room, and search multiple hotels in a location on once.
Anonymous-24808.... March 27th, 2011
Hotels.com customer service is the worse I have ever experienced. first off, no one can speeak proper english, u have to repeat yourself constantly because the person on the phone does'nt understand what you are trying to explain to them. if u request to talk to a supervisor, no one knows the number, or they dont have a supervisor or manager. come on people we are not stupid here.