Hotels Com
Reviews and Complaints
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Verified Reviewer
Room not what is says
Room not as described Ocean view or even pool view only view I have is bushes and trees I have a hard time opening and closing bathroom door weigh 30 lbs or more pocket door have plenty of pictures
Preferred solution: Price reduction
User's recommendation: Stay away
For customer service
I had a booking cancellation and customer service did not help resolve or even attend to my needs as far as refunding my money
Preferred solution: Full refund
User's recommendation: Attend to their needs
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Verified Reviewer |
Tallassee, Alabama
Worst place ever stayed. Zero help from hotels.com
- - The room was filthy; water ran on the floor and ceiling leaked in a bed.
- - Paid over $900 for 3 nights; room not habitable; no credit offered.
The hotel was a *** and drug hotel. The room was filthy and the lavatory was nit connected and the water ran out on the floor.
The ceiling leaked in one of the beds. The entire room was Filthy. I repeatedly asked for a credit so my daughter and I could find a room at another hotel and the hotels.com supervisor said there was nothing he could do. I font understand why hotels.com would even rent a room at a hotel like this.
I went to the store and spent $133 on cleaning supplies sheets blankets towels and wash cloths in order to be able to stay in that room that should not have been habitable for humans. I paid over $900 for three nights and that was a ridiculous since the room wasnt habitable for humans.
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Verified Reviewer |
Greenville, South Carolina
Lost $118 My refund
Lost $118 hr after I paid for hotel after I canceled hotel.i never got my money back. I have removed the hotel app and decided to not use them.
User's recommendation: Do not use hotel .com you will lose money when you cancel your hotel hour after pay for it.
Evanston, Illinois
This place refused to give me a date change when I accidentally booked the wrong dates and when it did give me a date change they wanted to charge me $30 additional fee to make a date change but the h
- - I booked Apr 21–22 instead of Apr 6–7.
- - They refused to change to Apr 6; changing to the next date costs $30.
I was booking a room for today, April 6th, to the 7th, and accidentally made it for the 21st to the 22nd. I called to change the date for today, April 6th, and they refused to change it.
If I wanted to change it to the following date, they wanted to charge me an additional $30. Instead of helping me, they're trying to ***
Preferred solution: If they can't switch the date that I accidentally made for today's date then no there's nothing else they can do for me I know there's rooms there's plenty of rooms they just refuse to make the ddateyedfor me
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Verified Reviewer |
Bakersfield, California
Excellent Assistance
- - Poor service and felt misled.
- - Check-in took 30 minutes with a long line.
- - Room had odor and the smoke alarm beeped; we were locked out.
Worst service@ hotel.I was furious, felt misled. M y 11 & 15yr old grandchildren were scared of area inside.
tIt took 30 minutes to check in & a.line out the door formed behind me.
Only one old slow man working. After all that our room had an odor causing us to leave door open&spray cologne,then smoke alarm kept beeping,.We got switched to a nice roo,m but got locked out3times(re-keyed) after my complaint.
Want a refund
- - The room did not match online photos.
- - The bed caused itching and the air was dusty.
- - The outlet behind the bed was caved in and in use.
The room / hotel was NOTHING like it looked in the internet.. absolutely disgusting..
couldnt even sleep in the bed because we laid down and were both super itchy.. the outlet behind the bed was caved right in- & they were still using it!!!
The air conditioner had an inch of dust on it.. great to be breathing in.
User's recommendation: STAY SOME PLACE ELSE
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCancel
- - Canceling reservations due to a family emergency.
- - They want me to pay to unlock the reservation.
- - There is a full reservation charge for canceling.
Try to cancel reservations due to a family emergency. They are trying to charge me to unlock a reservation.
I'm not saying this is absurd and ridiculous and should be banned in the United States of America.
This is unconstitutional.
Charge somebody the full amount of the reservation stay for canceling the reservation.
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRefund on hotel stay that I never attended
- - Had hand/thumb surgery on 11/25/25 and couldn't travel for Thanksgiving.
- - Requesting a refund of $189.58 and told to contact Hotelcom733088****2872.
I had hand/thumb surgery on 11/25/25. I was going to go out of state to Ohio for Thanksgiving, which was two days after my surgery.
My hand doctor suggested that I don’t drive with one hand since I need to have control of my car, so I needed to use both hands. So I couldn’t go to Ohio. I’m looking for a refund of $189.58 that posted to my checking account on 11/24/25. I was told to contact Hotelcom733088****2872 directly.
I was going to stay at Holiday Inn Express Hotel & Suites Dayton Centerville, Ohio. I use Hotels.com every time I go on a trip. I would appreciate a refund.
You can contact this hotel to see I never checked in, or if you need a note from my doctor to show I had surgery, that can be provided. Thank you, Alexia Wood 614-535-****.
- Easy to book great prices
- Getting issues resolved
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Wilmington, Delaware
Need order # to process insurance claim
Not one helpful thing.
Gentleman transferred me to someone that was incorrect and I was on hold X 15+ minutes.
- Non at this stage
- As noted
Preferred solution: Full refund
User's recommendation: Use someone else or call venue itself.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCanceling hotel
- - They dismissed me and took my money.
- - I want to cancel my reservation due to a family emergency and am being charged $200.
They just wrote me off like I was nothing at all and took my money like a bunch of pirates. All I want to do is cancel my reservation due to a family emergency. And you're trying to charge me $200 for a cancellation due to a family emergency; it is ridiculous.
- Simple prosess
- Try to rob you blind if you try to book something and then to cancel it and they just try to take your money
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Knoxville, Tennessee
Refund
The website booked my wrong date. I tried changing and they wouldnt let me.
Now I cant get a refund even with the added protection.
Never again will I use Hotels.com. NEVER
- Everything about hotelscom
Preferred solution: Full refund
User's recommendation: Don’t use it!!
El Paso, Texas
Flood in hotel
- - Water flooded our room and we had to evacuate.
- - No one notified us as we woke up to a flood and left early.
There was a flood in the hotel and we had to evacuate. Water was flooding our room.
We woke up and had to pack up our stuff and leave sooner than expected. Nobody called our room or came to our room to let us know!
Preferred solution: Full refund
Tacoma, Washington
I got hurt safety issues
- - Slept on snow and ice at Fairfield Inn; desk didn’t check on me.
- - Suffered bruising; no refund; seeking $108 via Hotels.com Cash.
Went in to the Fairfield inn & suites and slept on snow and ice and the front desk manager did not even ask me if I was okay did not even come out to see if I needed anything and didn't even offer me ice or anything and asked me 20 minutes later if I was okay I have severe bruising now because of this injury and they wouldn't even com my night or would even give us our money back and I would like to have something done maybe see if you guys can give me an extra $108 on my hotels.com key one cash for all the inconvenience would be greatly appreciated
User's recommendation: I would recommend to Future customers not to go here in the winter time not to go here at all because the lady she's not very nice and she's extremely rude please take your business to the other field field and on Carter Street
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Denver, Colorado
Cancelled a perfectly good transaction and now my money is tied up for 10 days
- - Charged by Afterpay for hotels.com, the booking was canceled.
- - Afterpay says hotels.com caused the charge and refunds take 10 business days.
Don't use hotels com use booking or super, so your not left freezing while your money is being held for 7-10 business days
I used Afterpay with hotels.com, got charged, then canceled. I called Afterpay, and they told me hotels.com did it and it would take 10 business days to be back in my account.
I needed that money and room badly during this cold weather, and for no reason, they just canceled my booking. I'm horrified.
- Yet to see
- Will cancel your booking for no reason and hold your money 10 days
Preferred solution: Next 3 nights at the room I booked is freezing outside and I'm out of state.
User's recommendation: Don't risk your last bit of money using them .
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You want special consideration on a booking that was probably nonrefundable and thought posting on a third party complaint site and rating the company one star would help?