Hotels.com
Reviews for Hotels.com overwhelmingly reflect dissatisfaction, with a staggering 92% of customers rating the service poorly. Many people express frustration with the website's functionality, citing issues like booking errors and sudden price hikes during the purchasing process.
Customers frequently complain about the lack of effective customer service, describing it as nonexistent or incompetent, which exacerbates their negative experiences. Some reviewers mention that they received subpar hotel accommodations, often feeling misled by the listings. However, a small number of reviews highlight positive interactions with the staff, noting that certain team members were attentive and helpful. Despite these few commendations, the overall sentiment is predominantly negative, with many customers vowing never to use the service again.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 1.3 | 25 | 100% | ● Medium | |
Shown, not scored | Grade A+ | — | — | — | ● Not assessed |
Monthly average rating from reviews written by people · latest review Dec 2025.
| Month | Average | Reviews |
|---|---|---|
| Nov 25 | 1.3 | 23 |
| Dec 25 | 1.0 | 2 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 25 most recent reviews.
“cancelled the app and will continue to warn customers forever”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Travel & Tourism.
| Company | Overall | Legit | Booking | Website & app | Value | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 1.3 out of 5 (poor) | 100 out of 100 | 1.4 out of 5 (poor) | 1.0 out of 5 (poor) | 1.0 out of 5 (poor) | — | 25 |
| 4.9 out of 5 (good) | 100 out of 100 | — | 4.2 out of 5 (good) | — | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 3.5 out of 5 (good) | 3.5 out of 5 (good) | 3.8 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | — | 4.6 out of 5 (good) | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 5.0 out of 5 (good) | 4.6 out of 5 (good) | — | 1,050 |
Bottom line: Hotels.com is #5 of 5 on overall rating in this group. On website & app, Audley Travel scores higher (5.0 vs 1.0).
25 reviews of Hotels.com. Filter by what matters to you.
Hotels dot com is always my go-to for when I travel. The whole process is seamless and if i ever have any issues, the customer service is always 1st class service! Many companies could take a leaf out of your book!
équipe à l'écoute mention spéciale à Mouktar D et Ines O
Quick answers to the questions people ask most.
You can make a reservation by entering your destination, check-in and check-out dates, and number of guests on the website or mobile app. Browse available hotels, select your preferred option, and complete the booking process with your payment information. You'll receive a confirmation email with your reservation details.
Cancellation and modification policies vary by hotel and rate type. Many bookings can be cancelled or changed through your Hotels.com account or by contacting customer service. Check your booking confirmation for specific cancellation terms and deadlines.
Hotels.com Rewards allows you to earn a free night for every 10 nights you stay at eligible properties. The program is free to join and you can track your progress toward free nights in your account. Reward nights can be redeemed at participating hotels worldwide.
Customer service is available 24/7 through multiple channels including phone, live chat on the website, and email support. You can find specific contact numbers for your region on the Hotels.com website. The mobile app also provides access to customer support features.
Payment methods vary depending on the booking type and hotel. Some reservations require payment at the time of booking through Hotels.com, while others allow you to pay directly at the hotel. Your booking confirmation will clearly indicate when and how payment is required.
Yes, Hotels.com typically allows same-day bookings subject to availability. You can search for hotels with immediate availability by selecting today's date as your check-in date. Last-minute bookings may have different cancellation policies than advance reservations.
You'll need basic travel details including destination, dates, and number of guests. For completing the reservation, you'll need a valid email address and payment method. Some hotels may also require guest names and contact information.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Hotels.com generally does not charge booking fees for most reservations. The price displayed typically includes all mandatory taxes and fees. However, some hotels may charge additional resort fees or local taxes that are collected directly by the property.
Yes, you can book multiple rooms for your group by adjusting the room quantity during your search. Each room can have different occupancy requirements, and you can specify the number of adults and children for each room. Group bookings may have special terms and conditions.
Your booking confirmation is sent to the email address provided during reservation and is also available in your Hotels.com account. You can log in to view, print, or email your confirmation details at any time. The mobile app also provides easy access to your booking information.
If you experience problems during your stay, first try to resolve the issue directly with the hotel front desk. If the hotel cannot resolve the problem, contact Hotels.com customer service for assistance. Document any issues with photos or notes to help with the resolution process.
Yes, Hotels.com encourages guests to leave reviews after their stay to help other travelers make informed decisions. You'll typically receive an email invitation to review your experience, or you can log into your account to submit a review. Reviews help maintain quality standards and assist future guests.
Hotels.com
