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.
Common concerns
Customers mention
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 22 verified customer reviews, Hotels.com holds an average rating of 1.1 out of 5 — rated Bad on ReviewTerminal.
