What customers mention most
A booking was made using this site and although it was straightforward and updates can be checked using booking information, there was no information on additional security charges by the hotel. It is misleading and left me out of funds. Customers should be notified of additional incuring charges by third parties for transparency. The hotel in return due to their own policy which is not known to customers as the booking was made through a third party charge upon arrival additional fees. I felt deceived this way. I should have the extra security payment refunded back.
I have been a loyal customer of this booking platform for years (Platinum until recently, now Gold). Last night, my booking for 3 rooms in Istanbul (travel in less than 24 hours) was partially cancelled – one room gone, two still showing. The hotel messaged me directly through the platform saying: "Because you didn't pay, we had to cancel your 3 rooms. If you will pay, we can accommodate you." I selected "Pay at Hotel" – no one ever asked me to pay. I would have paid immediately. The booking platform then claimed their system showed I cancelled the room via their app. This is false. I have the hotel's own message admitting they cancelled. I spent over 3 hours on live chat and phone, past midnight, dealing with multiple agents and a supervisor. Each one either left the chat, promised a manager callback at 7am UK time (which never happened – they called at 1am instead), or told me "nothing else we can do." The company refused to reinstate the room, refused to call the hotel (it was late in Istanbul, fair enough), and refused to take any ownership of a "Pay at Hotel" booking that the hotel cancelled without ever attempting to charge my card. I now have to scramble for alternative accommodation less than 24 hours before my flight. Zero accountability. Their "Pay Later" option is meaningless if hotels can cancel without warning and the platform blames the customer. Completely unacceptable for a Gold member – or any customer. Case ID: 31795399
I booked through hotels.com and cancelled during free cancellation period yet money was withdrawn and nothing refunded and no matter how many emails and chats I got nothing back
Their booking App changes the date of booking. when I was forced to book an extra night without needing to. when I booked transport from the airport to the hotel, even though I gave the correct flight information for pick up, I was given the completely wrong time and date for pick up. when after several attempts to contact customer service (Stockholm) at first he pretended to be a robot, and after several minutes of explanation he neither wants nor can help. They offer various rewards for booking, but after a couple of days they are removed from the site. I will not use this booking company anymore.
I wish I could give less than 1 star, preferably negative stars. We canceled our stay at a hotel due to the presence of mold, cockroaches, and water on the ground throughout the entire room. I called and filed a claim for a refund. I was told to await an email but after waiting a few days called back to find out the claim was never made. I was then told I have to file a claim online but would likely only receive a maximum of $100 due to their policy not covering the issues we had. I still have not recieved any refund for a service I never received, theft. Hotels.com are thieves and con-artists (Do not use them)
With number 72098271485150 Clarion Hotek Mahmutbey and hitels.com double charged ne and refused to refund. VERY BAD WEB SITE. DONT BUY ANYTHING!!!
They should close them down for not fulfilling basic customer rights. They charge for accommodation, which is absolutely not confirmed on the side of the accommodation and was not available. They are not aware of anything. Calling customer service is effectively disconnected each time to split information among several agents, since then you have to start from the beginning. It decreases the information flow for the customer. Normally, if people work like that, they would be fired. They are organized not to work for the customer.
Do not, I repeat DO NOT buy a gift card for Hotels.com. I received an electronic gift card through the IRS in 2019 that I can not use! I have spent countless hours and emails with no resolve. HORRIBLE customer service!!
Please consider other platforms before you use HOTELS.COM, they support the hotel and no the consumer! I have been using Hotels.com for 5+ years with no issues. I recently booked for my wife to stay in Amsterdam. When she arrived at the hotel, there was human shit, piss and pubes on the bed. She then escalated to the hotel staff who said they can not do anything since there was no manager on staff. She left and had to book another hotel. She took pictures of the mess and made sure her passport was on them. when she got back 2 days later we contact hotels who said they woudl have to contact the hotel directly, the hotel said no refunds since we didnt pay for the refundable room and their policy says no refund for changing or cancelling. I have stated many times that we are not asking to cancel or change, we are asking for a refund because they have not met the contract terms. Hotels.com even though they have seen the evidence do not care and have sided with the hotel and stated that there is nothing more they are able to do.
AVOID THIS COMPANY I booked a hotel room via Hotels.com to attend a very important medical procedure at Addenbrooks Hospital Cambridge. This involved travelling from Liverpool to Cambridge via the train. As I approached London, I received a call to tell me that due to unforeseen circumstances the hospital needed to cancel the appointment! The train company we’re brilliantly understanding and flexible and allowed me to go straight back to London no additional cost. I am recovering from a stroke and explained my situation to the hotels.com agent Jade. She informed me they could not exercise any flexibility whatsoever. People - DO NOT USE THIS COMPANY. No compassion whatsoever or flexibility. We live in a world where flexibility is important to customers especially when circumstances are out of their control. Avoid avoid avoid!!
Probably one of the worst experiences using a bookings app. Information flows one way, from you to Hotels.com. There are repeated warnings that they have issues at their end
I paid $ 79.56 to Booking.com, the full price for my one-night booking at Country Inn & Suites by Radisson, Harrisburg West Mechanicsburg. During checkout, the hotel charged me an additional $76.94, alleging that Booking.com sent them a virtual card with a $0.00 balance. I tried many times to find a way to contact Booking.com, but without success. I understand that problems may occur, but if the customer service is not working, the customer will suffer all the loss! In my case, it was a double payment with no hope of reimbursement. Their customer service doesn't work!
Don’t trust their customer service. Our reservation was put in for an extra day and didn’t notice it until we got to hotel. And we were staying 4 days so within 72 hours notice. Got run around from both hotels.com and Margaritaville Nashville, saying only the other could take care of situation. I even asked if I could just get a credit for either site to use for future stay. Neither would do. WON’T do business with either again!!
Hotels.com has accumulated over 1,700 complaints STAY AWAY FROM HOTELS.COM LIKE 100 MILES BACK , BAD BAD BAD BAD COMPANY here is one more They DONT ANSWER THE PHONE if do they put on hold until you hang up They promote crappy hotels like Marriott Marriott does not what to hear about your misfortunes just $$$$ As summer is just around the corner, vacation planning and unpredictable weather some can be severe , stay away from Marriott and Sheraton hotel, same company Sheraton Milwaukee Brookfield Hotel sent you a message: Marriott Replied Good morning , I’m really sorry to hear about the damage you experienced. 70 mph winds are no joke — that must have been a rough day. I hope everything is safe on your end and that recovery goes smoothly. HOTEL.COM CHAT said : Sheraton Milwaukee Brookfield Hotel did not approve your refund request. This means your stay is still booked. Sorry this isn’t the answer you were hoping for. The note below is from the property: Refund Declined recent 2026 guests have reported inconsistent experiences, with some encountering significant cleanliness issues, maintenance problems, and poor room upkeep Maintenance Issues: Reports of loud AC units, broken shower doors, and aging infrastructure.Cleanliness Concerns: Some guests reported issues with cleanliness, including stains, dirty, and a need for improved housekeeping.Bathroom Design: Some rooms (specifically handicapped-accessible) have been reported to have poor water management, leading to wet bathroom floors. 2/10 Poor Edward, Said 2/10 Poor Casey Apr 16, 2026 Disliked: cleanliness, property conditions & facilities The room were very dirty and after switching to my 3rd room, i had to lower my standards. I dont recommend this hotel at all. They need to clean better !!! Hallways & rooms dirty Stayed 3 nights in Apr 2026 · Verified review Traveled with family and young children Apr 20, 2026 Disliked: cleanliness Was there 3 days and couldn’t get sheets or my room cleaned. Stayed 3 nights in Apr 2026 · Verified review 2/10 Poor Casey, Said Apr 16, 2026 Disliked: cleanliness, property conditions & facilities The room were very dirty and after switching to my 3rd room, i had to lower my standards. I dont recommend this hotel at all. They need to clean better !!! Hallways & rooms dirty Stayed 3 nights in Apr 2026 · Verified review 099951097 1 • 9 days ago Sheraton Brookfield Milwaukee was disappointing. The worst experience I’ve had at a Marriott Bonvoy property. MeetingGuest 1 • 14 days ago Not Recommended for Meetings, Conferences, or Group Events I attended a formal province meeting at the Sheraton Milwaukee Brookfield Hotel, and based on our experience, I would not recommend this property for meetings, conferences, or group events. The hotel failed in several basic areas of hospitality and event service. Our meeting room was not properly cleaned or reset between meeting days. Dirty dishes were left on tables after Friday lunch and again after Saturday dinner. The women’s restroom was also in poor condition and had to be brought to the hotel’s attention before it was cleaned. Chris K 2 • 14 days ago 4 days of no service Hotel didn't seem to have staff and/or was not prepared to handle our conference Steve 1 • 16 days ago Disappointing Rundown, no frills Marriott.
Scam Company & Abysmal Customer Service!!!!!!!!!!!!!! If I could leave 0 stars, I would!!! My Mother booked a beautiful apartment in England for 3 nights through hotels.com & paid in full, 4 months in advance. She flew across an ocean, jet lagged and ready to check in, only to find out that the company never sent her a door code to get in and the landlord was unresponsive. After hours of back & forth with the company, we were left with no place to stay. My Mom had paid for a gorgeous 2 bedroom apartment with a kitchen and pull out bed in the living room. They offered us a hotel room with 2 beds for all four of us to sleep in!!!! Unbelievable!! My Mom has now spent the first 5 days of her vacation going back and forth with these scammers trying to just get a refund for a service they NEVER provided!!! Save your money, save your time & stay the hell away from this company!!!!
Based on 15 verified customer reviews, Hotels.com holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal.
