Hotels.com customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Hotels.com.

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Viewing Hotels.com customer service reviews 1 - 25 out of 177
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04
Jun

Posted by Anonymous


on 6/4/23 at 2:03PM

I will never book through this company again. They charged us for a room before we even stayed in the room and my booking did not require payment before stay. I had them send me an email that the room was paid for and when we checked in the hotel charged us again for the room. The hotel said we needed to contact them as they cant talk to them. So I guess now we will be in a fight to get money back from either the hotel or hotels.com. I wouldn't suggest booking at the Best Western Plus Charles Hotel either because they changed our booking to a suite when I wanted a jetted tub. Said they had no way to contact us.

08
Jul

Posted by Patti


on 7/8/22 at 1:35PM

Impossible To Get Anyone On The Phone. I Intend To Cancel My Card And Will No Longer Use Hotels.com In My Travel.
On Hold On Phone For 55 Min Before I Hung Up. Outrageous.

06
Aug

Posted by melcauble


on 8/6/21 at 4:32PM

I made an international reservation that was cancelled due to a COVID border closure. The hotel had given me approval to rebook a new reservation, using the old reservation as a credit. I have this in writing. Hotels.com will not honor this credit. They have told me four times that a supervisor would call me and they have lied to me about it each time. I was attempted to be bribed to get off the phone the last time by being offered a $50 credit on my next reservation. I refused because I do not want to be bought off and I am never using hotels.com, expedia, etc. again (they are all owned by the same company). I am just waiting out the customer service rep because I know she can't help anyone else while I'm on the phone. I have spent many hours on this issue and it's been nothing but a waste of my time. I know this review is somewhat pointless because everyone is aware how of bad the customer service is on these sites.

27
May

Posted by Kay


on 5/27/21 at 3:48AM

Apparently, I am not allowed to use profanity, so let me just say that dealing with this corporate entity has been a nightmare. I made a reservation for a hotel in England before the pandemic. Because of the pandemic, I had to change my plans. Hotels.com told me they would give me a voucher , but no refund. I learned through a lawyer that they are legally obligated to give me a refund. I have tried to contact them so many times, without success. I will never use this company again, unless they respond to this situation. I have never been an anti-corporation person until now.

23
Jul

Posted by Sidecarrich


on 7/23/20 at 2:46PM

Hello,
Once again we are left hanging out to dry because we trusted Hotels.com hotel ratings, on this last business trip to Chicago we booked at the Lxg Midway Airport hotel, WHAT A MISTAKE! First, your rating of 8.6 must be from when this was a nice property and not the current, run-down, under construction, unsafe, garbage of a location, and in a bad run down area! We understand that due to Covid-19 many properties have cut back on their services, but not allowing you to use an ice machine is crazy, so we went out to buy ice, but the main reason for contacting you is the property has no internet, not just slow, none! We need the internet to do our business, make appointments, fill out service orders, finish programming the day's security systems, etc. We contacted Luis at the front desk and asked to reset his server when this didn't work (not sure if he did try) we explained how we must have internet service to do our business and would need a refund so we could check out and move to a hotel where they have internet, once again, Luis couldn't help us, so we went down to the lobby to use the computer there and long and behold even that unit on the ethernet had no internet. We tried other properties in the area only to find that they cost more than our budget allowed, so being stuck at Lxg it cost us hundreds of dollars in lost business, not counting the money lost for this stay and the rental car usage and we couldn't do half of our calls, program the days work, etc. Something needs to be done, we're not sure what legal action we can take and should it be against Hotels.com, Expedia Group for false advertising, or Lxg Midway for a total misrepresentation of their property, we just know travelers should night have to go through nightmares such as this, Oh, to make things worse, with no working internet and Illinois not allowing dine in there was no way to look up a menu and place a food order online and once again Luis at the front desk could not help! And being such a bad area with no restaurants within walking distance (most of the buildings are abanded or shut down) we once again had to drive out looking for something to eat and felt very unsafe doing so! We don't understand, after trusting your reviews before making our choice in properties can this one be so far out of the ballpark? Please advise what we need to do in order to recover our losses due to this properties total failure to provide the basic services needed to conduct business. We later found out that they are shopping for a new internet provider or they just didn't pay their bill, either way, we should have been informed at check-in that there was no internet so we could of at that time drove further out to a nicer area and found a property that would fit our needs and budget, but nothing was explained to us.
Thank you, Rich Miller

18
Oct

Posted by Hatehotels.com


on 10/18/19 at 10:00PM

Hotels.com gives the worst service that I have experienced in 10 years Since I last used it. I will never ever use them again!
I used them out of desperation tonight and paid for a no. Smoking king suite. When I arrived the hotel said they had no more king rooms left and would only give me an "upgrade" to 2 queens for additional fees. Also the entire hotel wreaked of years off smoking saturated into the walls. I was unable to reach hotels.com via their customer service no

18
Aug

Posted by Hondo78


on 8/18/19 at 8:03AM

The Ramada inn cedar City was terrific just last month, new restaurant management is, understaffed, underskilled, with greasy floors, poor management as to putting out new food items. In just four weeks since our last stay, service has been lowered considerably. I'd skip any lunch and dinners here. It's a nice clean town, with many restaurants, too bad this new restaurant is under managed. Some guy collecting breakfast coupons, and looking at his phone, instead of tending to customers.

06
Aug

Posted by John Daniel


on 8/6/19 at 12:52PM

I wanted to say how pleased I was to CHAT with John Daniel about a problem I was having with a refund. Then, after I had disconnected, realized I had called the wrong agency
and wasted his time. My apologies to John. John was wonderful at his job. Pleas pass this on to him as I know it is difficult working with the public.

As far as getting a live person on the phone to pass on information the Hotels.com web sight was not helpful. The robo system does not allow for such comments.

17
Jul

Posted by Loretta


on 7/17/19 at 7:05AM

I need to vent my absolute frustration with Hotels.com telephone customer service.

I was experiencing a medical situation here with my husband as my son and his family were experiencing a problem in Paros Greece at the same time and i was trying to help and reached out to you all to no avail.

13
Jul

Posted by Sharon


on 7/13/19 at 11:35AM

I booked a room at the Wyndham supper 8 through Hotels.com on July 5th through the 6th. It appeared to be nice and clean. My sister and I came for a homegoing service and eventhough we had a conversation about it (checking for Bed Bugs but it slipped our minds, we were grieving. We get up Saturday morning and get ready for the Services when my sister noticed what she thought were bumps on the right side of her neck and her right arm. So
after looking further we immediately knew they were Bed Bugs. We went down the the front desk at check out and was told by the front desk clerk that,"No we don't have BBs and she would make a note. I got the managers card. I contacted Hotels.com
on multiple occasions including within the last hour to be told that they tried contacting the manager at the Super 8 multiple times and with no response. So, I was offered the $97 that I paid to the room in compensation for them not being able to contact the Super 8 manager. I thought about it then decided not to accept the offer in lite of the fact that aren't pushing to talk to him. Why? I'd be calling, texting, emailing or send someone. It seemed like they were willing to keep doing business with them and send customers there even though they don't know if the manager has even cleaned up the room (206). I kept saying he obviously knows the issue but is not contacting Hotels.com so what is that saying in regards to your business relationship?
I would drop him, and find another option for customers. One agent said that since I actually paid the Super 8 it's the managers responsibility to issue my refund. By the end of the conversation I was stating emphatically that I only want a refund from the Super 8 and that's all the manager has to do for me because I'll never stay there again. I next stated I wanted a Free night at nice property
The escalation team has the complaint and we'll see how this plays out. Emails with Pictures and Dr notes have been emailed to Wyndham Corp, Hotels.com and the Wyndham Super 8 manager in Three Rivers MI.

09
Jul

Posted by Anonymous


on 7/9/19 at 11:32PM

This is the second time I have called hotels.com about issues and was brushed off completely. Sam would not give me a customer number or last name or a corporate number. I asked a question about something I was charged and no one can tell me why and told me to bad in so many words. I am done using this site if this is what is going to happen.

06
Jul

Posted by B0dessan


on 7/6/19 at 10:02PM

The website is intentionally deceptive on pricing. They hide the telephone number for customer service. I had to come here to find it. I tried following the instructions posted here and the automated service threatened to drop the call. So since I was calling about an issue on my bill, I selected the billing option. It tried to cancel my booking right from the get go. I had to spam zeroes before it stopped and transferred me to a real person. She was phillipino with a difficult to understand accent. She was combative and argumentative. She also mispronounced my name even after I corrected her multiple time. She tried to make excuses several times, blaming the issues on the automated service on"unusually high call volume" even though the wait time was next to nothing. When I asked for a manager I was put on hold then the call dropped. Even though she confirmed my phone number and said if the call was dropped I would receive a call back, I never did. So I had to call them back. I got the same woman. She continued to be rude and pretended like the previous call didn't happen even though the name and voice were exactly the same. I asked to speak to a manager again and I have been old hold for 15 minutes and counting.

25
Jun

Posted by Anonymous


on 6/25/19 at 10:16AM

Tried to book through hotels.com for Grand Gateway Hotel, Rapid City, SD, for 3/18/19 & 3/19//19. I was told there were no 2 bed queens available. We stopped there and found there were several rooms available. We booked and paid at the hotel. When I checked my Discover card , Hotels.com had also charged to my credit card, in fact $50.00 more than hotel charged. I called hotels.com to have them delete charge but they called the hotel, and had the hotel's charge deleted instead! I do not to pay $50.00 more!

06
Jun

Posted by Anonymous


on 6/6/19 at 9:14PM

Be aware of scans using this card as deposits for hotels. I used booking. Com and canceled one room in accident called the number to check on my reservation and had a rep tell me I had to make a 500 deposits on a hotels .Com card in order to secure my hotel room I them went and put 300 on the cars told the rep over the phone the numbers etc on card theu then said there were served problems etc i am now at zero balance w no 300 to be found .scam scam scam ive takked go over people at hotels.com to resolve this w no resolution. I am very upset I will blow this up all over social media

22
Mar

Posted by Jan Paula E.


on 3/22/19 at 3:28PM

I am curious how long does it take to change my email address online? I wonder why I must wait? does it take 24 hours? next week?

01
Sep

Posted by Anonymous


on 9/1/18 at 8:20AM

I just just saw one of your commercials with a reindeer it was so stupid to put a reindeer in an outfit like that I can't believe your company would do something that mean to an animal. I will never use your hotel

18
Jun

Posted by BIGBOI41


on 6/18/18 at 3:43AM

I am so tired of dealing with these people in the Philippines they have the worst customer service they do not help they do not apply any discounts and are they really that trustworthy with all our information expression link our credit card numbers I have asked to speak to the supervisor 3 different locations and whoever I'm speaking to the says there a supervisor it's no luck with them and then when I get a little upset they hang up in my face I am so ready to find me a new booking company. I remember when there was people that spoke English and that you could understand them correctly you don't know if you're talking to a male or a female half the time I've spent $359 had a $40 code and they tell me I had to cancel in order to reapply that when I ask the supervisor was there any coupons that they could apply for me to help me and they didn't even have the knowledge me of what coupons they had coupons this company sucks...

12
Jun

Posted by a dude far, far away and way, wa


on 6/12/18 at 7:59AM

What a diappointment! I had a difficult time understanding what the customer rep was trying to communicate (he was located somewhere in SE Asia). Plus, they were not able to locate and confirm the reservatipn that I made two weeks ago...
Can hotels.com have a call center domewhere in the U.S.?
I was told that my reservatipn would be send again via email... Nothing, after 15 minutes... This is awful customer service, bad businesss

23
Feb

Posted by Anonymous


on 2/23/18 at 2:11PM

I just read Hotels.com supports the National rifle association NRA..I no longer will use your service if that is true

21
Sep

Posted by Mike


on 9/21/17 at 4:23PM

Central American customer service is terrible. If you can't take care of it yourself on the web site then you are out of luck.

15
May

Posted by wingwiper


on 5/15/17 at 7:02AM

Better off calling the hotel direct! Made a reservation thru here and told the rep we had a gift card for the specific hotel and wanted first floor. When i received confirmation email nothing mentioned first floor so I called hotel.com back and waited on hold a long time and then was told THEY can't guarantee what floor! and you pay an extra fee if you want to cancel and get a refund! Called hotel directly and got our first floor and was also told we couldn't use the gift card if reservations made thru 3rd party. So hotel rep canceled the original booking and redid our request. THANKS Fairfield Inn/Marriott

05
Mar

Posted by Anonymous


on 3/5/17 at 2:28AM

Book reservation and made an error, called hotels.com and spoke to Alexander 4:10 am and he called the hotel and solved my problem. Thanks to Alexander great asset to hotels.com. Alexander very patient, confident and professional. Thanks again. First experience and surely won't be the last and wii tell my friends and family. Great experience. Sonia Prince

19
Feb

Posted by Anonymous


on 2/19/17 at 6:34AM

Hotel reservation Best Western Toubkal 2 people for 2 nights Superior Room With Breakfast Buffet And free WiFi. The breakfast is advertised as free with the room, but found out this morning after eating we each had to pay $10.00 for it.

16
Jan

Posted by Phillip b


on 1/16/17 at 6:10PM

My sister-in-law was kind enough to get us a gift card so we could take a nice little anniversary Vaca but it's not happening because hotels.com is a basically a scam and stole our money. We desperately tried to apply the gift card multiple times and failed. When we tried the painfully obviously overseas customer service and being transferred so many times that we lost count, and my wife was about to pull her hair out,they told us that that giftcard was nonrefundable. I will from now on campaign to everyone I know and meet to NEVER use hotels.com

21
Nov

Posted by Anonymous


on 11/21/16 at 10:38PM

hello,
Why is your phone customer service not working worldwide ? Not in the States, not in Singapour.
You fool the customer by putting a recording or asking to enter a number. Then no one answer the phone.

That type of customer service should be mentionned in Travel magazines so that people will think twice in booking with hotel.com. You are fast to get the customer money but inexistant when needed for information.

Viewing Hotels.com customer service reviews 1 - 25 out of 177
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