Hotels.com

Worst Customer Service! Their so called «Best Price Guarantee» is a huge bag of lies. I booked a 10-​night stay through
hoping to get a free night afterwards. Then I came across a cheaper rate that would have saved me $ 340. I took a screenshot and filled out a request. A week goes by and I hear nothing, so I sent an email and was asked to resubmit the info, which I did. I called them 2 weeks later to get an update and they told me that I wasn’t supposed to use a coupon code and they can’t match the price. Well, by then the coupon I had for another website had already expired and now I’m stuck with this stupid reservation and the expired code…

I had a very poor experience with
. They took back the free room. I tried to contact there customer service. However it is verbally nonexistent. Be warned. I will never use them again.

Terrible customer service. Sonia (manager) needs to be retrained.
I booked a room for a weekend stay, it listed that extra beds were available. I contacted the hotel and was told that they did not provide beds in that particular room due to fire code. They instructed me to contact
since I booked through them (for clarification on the listing and possible upgrade). I then contacted customer service for
and was redirected quite a few times and HUNG UP on twice. The worst experience was with Sonia. I offered the screenshot that shows when someone books the room, the option for an extra bed is available. When she so easily dismissed that
website misrepresents information, I explained that I would be willing to pay any upgrade charge for a larger room just to suit my needs. She constantly interrupted me, she repeated the information that I gave about fire code and then blamed me for not reading the amenities correctly. She was no help at all and I will never use
again because they clearly do not deliver on what they advertise, their customer service training is garbage. I recommend everyone chose a different travel site, one that values their customers and does not misrepresent what they can offer. HOTELS.COM=TOTAL CON ARTISTS!

FRAUDULENT and DECEITFUL
Never ever use this website The price they quote is not the price after you pay the original price there is another $ 39/​night fee at the hotel. When I called to clear this up the supervisor was flippant, sarcastic and used every manipulative strategy to avoid having to solve or resolve my issue. BE WARE this company should be shut dawn for Fraud

BEWARE!!! this is a complete scam site

Absolute scam. They are «powered» by Expedia platform so why even use them? My flight was canceled due to the snow storm. I literally spent 5 hours on phone on hold to no avail. Not one time did I reach a costumer service rep other than when you first dial. They would put me on hold to package department and every time after 55 minutes it would drop call. Absolute joke. Then to top it all off both my airline and hotel told me I had a Expedia package. Later I had to call Expedia to reimburse me half of what I paid for extra ticket from another airline due to fact I couldn’t get
rep on phone. 3 days later and still no luck of getting one
rep on phone of any help. That’s sad. So why use these clowns if everything goes through Expedia? Hands down worst experience ever with one of these service companies. Always pay extra and deal directly with airline! Will never deal with Expedia or
.

If i could give zero stars i would. TERRIBLE !!! Had an advertisement sent to me, with a price listed. When i went to book i was unable to find that price. I called them several times, but was redirected and also hung up on! No one knew how to help me. I then started to call back and ask for a manager, they too hung the phone up. I was floored, I was not loud or yelling or spastic, just trying to figure out how to book. I tried calling their corporate office, however no one ever picked up. I will be contacting BBB after this. It blows my mind how business like this, is allowed/​stays open.

Booked a room at Days Inn in Pasadena TX. on Spencer Hwy.
Didn’t warn me that the Motel was being renovated and painted while the Motel owner was still checking in the costumers while the painters were painting all the rooms with stinking oil base paint. Will never use
for booking anything. You need to be more informed before you lure the costumers, Mr.

I’ve used
frequently. I think the site is very functional and they have a good rewards program. Recently I had a couple of issues and I contacted Customer Service to see if they could resolve my dissatisfaction. The service i received was not at all what I expect from a company that serves the Hospitality industry. At one point I called one of their policies «stupid», for which I got a scolding from their customer service rep. Perhaps that was not appropriate language, but honestly, it was the only word to describe how I felt about their policy. I even told the rep that was was going to screenshot the conversation and blog it.
I hope that
reads this. If your unfriendly customer service policies persist, you will definitely lose one more customer (and after seeing your Unilocal page, I’m not the only one!).

This service is deceptive and not worth it. I booked a hotel for one night and the reservation went through for a completely different night. I immediately called to reschedule to the correct date but the phone operators, which are literally in India, informed me that the reservation would not and could not be changed and I would not be allowed to cancel my reservation. I found this completely insane… I dont mind the so refund policy, but when the web site makes the booking mistake, the least they can do is try to accommodate the customer.

They stick to all the terms and conditions in the smallest fine print and will screw you if you try to make any small change. Not customer friendly.

This is probably the most deceptive and unreliable service I have encountered on the internet. I pre-​paid for a 2 night stay at the Aria in Las Vegas for a not so cheap rate of $ 300 per night with a preference request for 2 queen beds. Well as some of the others may have experienced when you select a «preference» it should be interpreted as «it will never happen». Upon checking into my room I was told by the cold, soulless Aria staff that I had to pay an additional $ 180 to get the room that I thought I had already pre-​paid at a rate of $ 300 per night.
To me this completely discredits this site and its legitimacy. NEVER USE THIS SITE unless you like wasting time and hundreds of $$$.

NEVER AGAIN!!! HORRIBLE!
Twice now I have canceled reservations through
and they failed to cancel it with the hotel. This time I was charged $ 200 as a no show. They will not give me my money back and say the have no record of the cancel. THEY ARE A SCAM! Stay away!

I have been a user of
for several years, saving up my reward nights to be used for vacation with the family. When I tried to using my reward nights, they tell me that all my rewards have been expired. What a load of …
Sorry family, we can’t go on vacation because
changed their rewards and took away our free nights.

I have used
since 2013. I have cancelled many reservations and immediately received a confirmation email of the cancellation. I had rewards expiring 1 month before my next trip and I called (last March) and they immediately extended them for a whole year. I have used them on 5 trips — one week at same place and then a week of 8 nights on the road then a night here and there. I just used them the last week of Oct. cancelled and changed and had no problem.
I have called customer service a few times for various questions. Called back to get some one who speaks English more clearly. Spoken to a supervisor before, discovered they book with Expedia and got 1 FREE night up to $ 109.00. Had to call twice to clearly understand where I apply this free night online at booking, CHOOSE pay late at hotel and have no problem. Chose to pay immediately then later cancel and immediately get a refund.
I will continue to use them for now. I’m 3 nights away from another FREE NIGHT.
Worst case — I would dispute anything with my CREDIT CARD CO. where they immediately give me a temporary credit which has always been permanent on anything I have ever disputed with my credit card company.
Additional charges at the hotel/​motel should be disputed with that hotel or motel.
I have never had to pay extra except for parking which I called ahead of time to find out about.
If we are arriving LATE, I always call to let the hotel/​motel to let them know what time we expect to arrive and have always had a room!

The only reason I am giving
a 1-​star rating is because it is not possible to give less than that.
This is THE VERY WORST travel site out there and if you decide to use it you should know what you are getting yourselves into as if you hit any issues it will be absolute nightmare experience. And if you doubt me, go try to contact their customer service right now. Good luck with that.
For our group of 4, the joy of working with
customer service began WHEN WE ARRIVED at the hotel we had confirmed on
(Playa Palms in Playa del Carmen) and they had given our room away. We had just flown from California to stay at this hotel and they did not have a room for us. And, it was peak holiday season so all of Playa del Carmen was sold out. Literally no rooms anywhere.
The hotel barely apologized, blamed it on
and told us to call them, which we tried… for hours. When we would finally get through we would be put on hold for 30min at a time, then disconnected. And on and on like this forever. Just how you want to spend your vacation, right?
In the end we literally ended up sleeping on couches at a friend’s place.
is the absolute worst.

I cancelled a
reservation online and the site confirmed that it was cancelled and the hotel was no longer under «Manage my Reservations». Then the hotel charged me over $ 200 and they say that they need a cancellation number but the website did not give me one!
says that it is not their problem bc the hotel is charging me not them. Really? I booked it through them. They are responsible. I think somehow the hotel was not communicated to that I cancelled and
will not pay for their mistake. I used
for years, but not anymore!

is cheating 3^rd party company.
Cheating customer and its customer care sucks. Its very bad customer care. Even after cancellation, hotel is charging money and
say they are not having any proof for the transaction. I have sent them account snapshot, but now they are telling they cant help. WORST service ever.
Very BAD. Never book any thing
.

First complaint — I used to use
regularly to book my stays, thinking that some day I would be rewarded through their loyalty program. Then I read the fine print, and the free night would only be redeemable for the value of the average price of your hotel stays. Ha, ha, ha… good luck finding a decent room for that average price or less.
Second complaint — I posted a review to
and it was unfortunately approved by the website. Wow, good job… you did exactly as I asked. Except now, I’d like to remove that review and it’s like customer service HELL. I looked up how to do this, as the website and app (which is laughably simplistic — in the most unhelpful and unnavigable way) offer no power to the user to remove his/​her own review. Eventually, I found that to remove my review, I would have to contact customer service directly. One ten minute phone call later, where there’s no option to talk to a live person, I email some address that is some vowel-​less amalgam of letters that spell out
… what a ghetto, random and uninspiring email address. I tried it out and received an email from Expedia support with a case number. I guess
is owned by Expedia… who knew. So now that I have a case number, that means I have an actual ticket lodged with people who can help me, right? Wrong…
Five business days later, my review is still on the website. I called customer service again… on hold for 5 minutes… talk to a woman with a thick Filipino accent… she puts me on hold for 5 minutes only to tell me her supervisor said users can remove the reviews themselves and they have no ability to do that.
Then she refers me to Expedia customer support, who can’t even locate my request — WITH AN EXPEDIA CUSTOMER SERVICE CASE NUMBER.
I give up…
… YOU SUCK!!! Get your act together.

This was the first and last time I will ever use
. I originally booked a hotel listed as pet-​friendly for one night only for a business trip. I specifically asked if there was a pet fee for this particular hotel. I was told no, so I asked that they note I requested a room on the first floor near an exit. Shortly after, I called to extend the stay to two nights. Again, I asked to make sure there was no pet fee and reiterated my request for a room on the first floor near an exit. I was using a corporate business card, so of course, I needed to make sure that if there were any fees that I was to be responsible for, it needed to be in writing. My written confirmation arrived, no pet fee was noted. In fact, on
, it says:
«We have included all charges provided to us by this hotel.»
Guess what happened when I arrived at the hotel? Yup, there was a rather hefty pet fee and no, there was no request for a room on the first floor near the exit. I ended up on the fifth floor. Do you know how much fun it is to ride up and down a damn elevator 10x a day with a squirmy but well-​behaved 18-​lb dog? Yeah, it’s real fun.
I learned this from the hotel manager:
1) Do not book on a third-​party website for hotel rooms. Call the hotel directly and ask them to match their price or better it and 99% of the time, they will.
2) Third-​party websites do not forward any requests for hotel types. I showed them what my written confirmation from
said — they had no record of it.
I will say this about the hotel (probably because I was insistent and polite rather than screamy and rude) — they did waive the pet fee. For that, I will give the hotel itself a favorable review.
For
— you get a sad little star and I really really hate you.