Hotels.com Reviews: 22 Verified Reviews (1.1/5)

ReviewTerminal SummaryBased on recent reviews

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

Refund requests denied or delayed indefinitely, with customers charged twice due to failed payment processing between Hotels.com and hotels
Non-functional customer service with automated systems, long hold times, repeated explanations to different agents, and lack of problem resolution
Hotels.com blames customers for cancellations and booking errors that are platform-caused, refusing accountability or compensation
Discrepancies between online listings and actual property conditions (cleanliness, amenities, room types) with no recourse
Hidden charges and fees not disclosed at booking, applied at check-in or after departure

Customers mention

Payment processing failuresRefund denialsCustomer service unresponsivenessProperty condition misrepresentationDouble chargingLack of accountability

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Showing 1 2-star review

Verified

Tmama

18 May 2026

Refund

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.

Frequently asked questions about Hotels.com

Is Hotels.com trustworthy?

Hotels.com is rated 1.1 out of 5 from 22 verified customer reviews on ReviewTerminal — rated Bad. 0% of customers gave 4 or 5 stars.

What is Hotels.com's rating?

Hotels.com has an average rating of 1.1 out of 5 based on 22 customer reviews on ReviewTerminal.

How many reviews does Hotels.com have?

Hotels.com has 22 verified customer reviews on ReviewTerminal. Every review is from a real customer and is published without company involvement.

Hotels.com — Review Summary

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

Hotels.com Reviews