Hotels.com reviews & trust report

Dawn

1 review

Nov 24, 2025

This is a long one!

What has happened to this company?! I’ve been using them for years now, but after I’ve completed my stays at the next two hotels I’ve booked and already paid for through hotels. I will not be using them ever again. First problem was in October when I went to New York and stayed in Motto by Hilton Times Square. I had chosen book now pay at property. But when I arrived in New York before even getting to the hotel I had a notification from my bank to say the hotel had taken £235 from my account. When I got to the hotel and asked what this was for they told me it was the deposit which would be given back after my stay if no damage to room etc. thought fair enough and paid the hotel room charge. When I came home the £235 had gone back into my account and I thought all was okay. However a week later the hotel took £77 from my account with no explanation, no email nothing. I contacted them twice through hotelsco and their email address and even went on live chat where I waited over two hours and no one came online. I then viewed my bill thought the Hilton website and I’d been charged for drinks and bar snacks which I never had! Tried contacting them again and still nothing. So went and contacted hotelscom absolutely no help whatsoever!!!! My bank will claim this back but I have to report it as fraud and block my card which I don’t really want to do. So no response and no money back. Secondly I had also booked a hotel the Delta by Marriott in Liverpool just for one night and again did book now pay at property. As my partner was paying for this. Anyway a few days later had a notification from my bank again to say Delta had taken £13:30 out of my account! Contacted hotelscom who said they would sort this out. Hotelscom then emailed to say that it had been sorted and Delta had refunded the 13.30 however on checking my bank they had in fact taken the full amount of the stay and not refunded me. I phoned the hotel and they explained that they didn’t do book now pay later and actually told me never to use hotelscom just book with whatever hotel I want through the website. Contacted hotelscom again and they were usless. Didn’t seem to understand the issue. Thing is ours cards are supposed to be safe and details not given until our stay or just for these hotels to help themselves to your money when ever they feel like it. This is a breach of data protection on hotelscom part, and they don’t seem to care or understand this. So I will never ever book through them again! Disgusti