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
