Hotels.com has a 1.1/5 average rating with customers reporting systematic failures in payment processing, refund handling, customer service responsiveness, and accountability for substandard accommodations.
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We booked a 4-night stay at the Carolina Hotel in Hilton Head, SC through Hotels.com while traveling from Florida. The listing and reviews described the property as “remodeled” and “exceptional,” but our experience was the complete opposite. First red flag: there was no front desk or staff available upon arrival. We were supposed to receive a room access code by phone, but no message ever came. After standing outside confused and unable to get in, we had to contact the property ourselves before finally receiving the code. When we entered the room, we were immediately overwhelmed by an extreme bleach/chemical odor. It was so strong that within less than a minute our throats and eyes started burning. We literally had to leave the room almost immediately because the air felt unsafe to breathe. It was unbearable. After paying around $800 for this stay, we were forced to scramble and find another hotel at the last minute. Thankfully, SpringHill Suites by Marriott had availability, but it cost us another $900. The difference was night and day — clean, professional, comfortable, and actually safe. What’s most disappointing is that the online reviews for the Carolina Hotel painted a completely different picture. Based on our experience, it’s hard to understand how the property received such glowing ratings. Either we were given an unusually bad room, or the reviews simply don’t reflect reality. We are still fighting with Hotels.com for a refund and were initially told it was “too late,” despite the conditions being unacceptable. Travelers should be cautious before booking here. We learned an expensive lesson: sometimes sticking with reputable, established hotel brands is worth the extra money. We no longer trust Hotels.com, they won't refund us, we'll book reliable hotels our selves from here on out. Lesson Learned!!! Our itinerary receipt from Hotels.com is 72073598992104
Abysmal. Was put into a dirty and noisy room, contacted these guys who's decision as a solution was to put me into another dirty and noisy room. The hotel advertised laundry facilities, had planned a 3 week holiday based on this but was told they don't have these facilities. Hotels.com did not care.
I booked a hotel in Jan 2026, in Feb they canceled the room, didn't tell me anything. I tried to contact them by phone but only got an automated system. The chat was automated too. Terrible service.
I was alarmed to realise the bathroom was shared with another guest. Also alarmed that this other guest in the room next to mine was a man. It did not feel safe. Also they sent me multiple messages telling me I had to be out by 11am.
I booked a property from global stay thru hotels.com and the site did not said I had to send a private w-transfer for damage deposit of $500 . When they requested it I called hotels.com who adviced me to send it and that was safe , That they would refund me if anything happened, so I did. I send the deposit and pet fee. Their bed was a foam wrapped in plastic with no ventilation in the room, so we slept on the couch. We left the place spotless with some dog hair as much as human hair , my dog is small with short hair; but two days later they sent an email saying they were going to charge for damage because they found dog hair and a paw print. I have spent several hours in the phone with hotels.com trying to get help , wanting to show them the pictures of the supposed damage , trying to get my deposit back , hotels.com also charged for an extra guest fee which I did not have. In the countless hrs I spent in the phone speaking to different agents , having to wait on hold for up to 25 mins some times they never solved my issue. At some point someone from hotels.com called back and told me they were going to refund my money and to call back at the end of the deadline which was two weeks, which I did , well they had me in the phone for over two hrs , they said they did know what I was talking about as it was not their issue that the property never refund me if anything. They also kept my money for the $30 extra guest I never had. This site features people scamming users who steal from their guest and do nothing about it. I’ve lost $530 , many hrs in the phone , and my peace using hotels.com
The app is wrong. At booking sends a message about interrupted booking and to try again. But the money draws each time. Efterwards nor the Hotels.com or the hotel wants to pay back their miss. Not a serious company. Avoid it! There finns other food and cheeper sites.
I booked an overnight stay at a hotel through Hotels.com. The total price came to £90.01. Paid through PayPal, and the money was taken from my account, so I thought I was sorted. On the day of my check-in, I turned up to the hotel only to find that Hotels.com hadn't paid the hotel. The virtual card they created was declined twice. Meaning I had to pay an additional £78.71. I phoned hotels.com immediately to get to the bottom of this and they claim they were unable to reach the hotel. I wrote an email to the company requesting a refund for my initial payment, seeing as the issue was a fault with them. Customer service has been absolutely abhorrent.I've been dealing with a different representative in every email, I've had to repeat myself over and over, and the communication and coordination between their reps was nonexistent. They have finally said that they will refund the £78.71, but not the initial payment. I feel scammed and fobbed off. Will never use this company again.
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!!
Based on 22 verified customer reviews, Hotels.com holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal.
