Is Hotels.com trustworthy?

Hotels.com is rated 1.1/5 from 22 verified reviews — Bad. 0% 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.

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 3-star review

Verified

Rachel Dowds

20 May 2026

I was alarmed to realise the bathroom…

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.

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

I was alarmed to realise the bathroom…

Hotels.com — Review Summary

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