hotels.com Reviews
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1.2 / 5
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hotels.com Reviews
Read real experiences from customers of hotels.com.
Brands may not incentivize or pay to hide reviews.
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sarfaraz zaid
February 2, 2026
Nice choice 👌 Here are polished…
Nice choice 👌 Here are polished variations of Modern Hotel with Premium Amenities pick what fits best
Th
February 2, 2026
Never use hotels.com they are scamming…
Never use hotels.com they are scamming you with the new point system. Also be aware about you can end up with 3 different accounts there a collecting points/night/OnkeyCash one big mess and one big scam
going south
February 2, 2026
Never again!
Never again. Booked a hotel room for a pretty high price which turned out to be a complete shit hole. Like literally. The room was dirty, the sheets and towels used. The most nasty experience I’ve ever had. The reviews can’t be real as a simple google search revealed that the hotel has very bad reviews elsewhere where but excellent at hotels.com Seems like a scam. Customer service was rude and didn’t offer a refund. I’d never booked a room through this website again.
Douglas Ward
January 31, 2026
We've used them many times
We've used them many times, but never had to cancel a reservation.We cancelled this one near TWO months before the date and we're charged $50 for the cancellation. And yes, we had purchased insurance on the trip.Now I see all the Negative Reviews on the site.
Dangerous Dave
January 31, 2026
Hotels.com terms and conditions state…
Hotels.com terms and conditions state they are not liable for misrepresentation by travel providers, so when we booked a hotel with a gym and a pool that did not have either Hotels.com were not liable. I now use Hotels.com to find hotels and prices but now I book direct with hotel.
Robert D
January 31, 2026
This is a scam
This is a scam! I will never use Hotels.com ever again and as Director of Sales for my company- with 123 traveling Sales Reps- have advised them to use a competitor to book hotel stays. I booked a room and noticed I had the wrong date- I immediately called the hotel to correct and told me since I booked with Hotels.com I had to go thru them. Called their customer service and was told I couldn’t change the dates without paying double of the original price. This is the biggest scam I have ever dealt with! Stay away from booking with them! There are better booking sites available. TOTAL SCAM!!! I will write a negative review on Hotels.com on every possible platform until this is corrected.
AD
January 31, 2026
NO HELP AND IGNORED BY CUSTOMER SERVICE
I'm a gold member and they have proved to be unhelpful in helping with a pre-paid booking. Will take my money elsewhere. Book direct or with a more trustworthy company! They're part of Expedia is my understanding as well.
Trond Løkka
January 30, 2026
Hotels.com stole my money
I prepaid a hotel via Hotels.com for a stay in Senegal. After driving for over 2 hours, we arrived late afternoon only to be told that the hotel was fully booked and had no room for us.We were left without accommodation in a foreign country and had to find another hotel ourselves, resulting in 4–5 additional hours of driving late in the day.Despite this being clearly a non-delivered service, Hotels.com refuses to refund the prepaid amount. Their explanation is that the hotel has not “confirmed” that we did not stay there — even though the hotel only replied “bonjour” by email and never confirmed any stay.As the payment recipient, Hotels.com is responsible for ensuring the service is delivered. Leaving customers without accommodation and then refusing a refund is completely unacceptable.I strongly advise others to be cautious when booking prepaid hotels through Hotels.com.
CHARLIE COLEMAN
January 30, 2026
We drove 11+ hours through snow and…
We drove 11+ hours through snow and arrived at our hotel only to be told that when they tried to approve the reservation earlier the expedia card was declined. I showed him my hotels.com receipt and my bank account snapshot showing the money Had been withdrawn. I got on the virtual Chat with hotels.com and they tried calling the hotel and getting them to LOWER the PRICE of the room! The hotel refused. I was in a lobby full of people being told my card was declined when it was Expedia’s card that was declined. My card had been successfully charged by hotels.com. I told them I wanted a refund and was leaving to find another hotel and the agent Refused. I am disputing the charge With my bank.
KL
January 28, 2026
Do not purchase their room protection insurance.
I purchased protection insurance when I purchased my room and had to cancel because of a huge ice storm in Dallas and I could not get there. They are denying my claim and charged me for 2 nights stay even though I could not go due to weather. They should not be selling insurance if they cannot refund your money due to circumstances such as this. I will never use them again. If I had purchased directly from the hotel, I would have received a refund.
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