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.
11 months ago
I paid the actual hotel and hotels.com for the same hotel rooms. I am being double charged. Then they asked me to send them a receipt from the actual hotel. I sent the receipt and then they sent an... See more
11 months ago
Site à proscrire, après 10 jours de tractations, il est impossible d'obtenir une facture...On vous balade en demandant des informations que vous n'avez pas et en renvoyant toujours à plus tard l'obten... See more
11 months ago
Never bok with hotels.com.
11 months ago
After several wheels of doom on their web site I went through the process of booking a hotel on their app using my Hotels.com gift card. I entered the details and thought that was it. The day after I... See more
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.
I paid the actual hotel and hotels.com for the same hotel rooms. I am being double charged. Then they asked me to send them a receipt from the actual hotel. I sent the receipt and then they sent another email asking for the receipt again. Please find another way to plan your vacation. With this service there is a high chance you pay full price on website and then again when you actually get to the hotel. Hotels cannot help you when you book through a third party.
Site à proscrire, après 10 jours de tractations, il est impossible d'obtenir une facture...On vous balade en demandant des informations que vous n'avez pas et en renvoyant toujours à plus tard l'obtention d'une facture. A fuir pour tous ainsi que pour les professionnels qui souhaitent une facture.
Never bok with hotels.com.
After several wheels of doom on their web site I went through the process of booking a hotel on their app using my Hotels.com gift card. I entered the details and thought that was it. The day after I still hadn’t heard anything from them and their app showed that I had no trips booked. I therefore booked it again but mistakenly didn’t select that I was using a gift card. Within minutes, I contacted them and explained what had happened, but they wouldn’t allow me to use my gift card blaming the hotel. I have spent hours trying to book and I will never use them again as their systems are terrible and their customer service is a waste of time.
F HOTELS.COM!!! 00000/10 BOOK AT BOOKING.COM WAY BETTER EXPERIENCE
Full of scam hotels and they left me outside, vulnerable, in the rain, homeless and all they could do was say “we understand”. The scam hotel sent me an instant message asking for my ID to be sent to a made up email address, literally [email protected] and also gave me a made up phone number (that didn’t connect). Even 7 hours later the ‘hosts’ (criminals) haven’t replied to me. When I tell Hotels.com that I am alone, in the rain, in a foreign city they first of all make me wrestle with a chat bot, then you get to a human but I actually found it more effective to talk to the AI bot… then when they had confirmed they couldn’t contact the hosts either they still couldn’t give me a refund, give me an alternative or get me into the ‘confirmed’ property. I was told I’d need to wait at least 24 hours for the hosts to reply - so basically sleep on the streets until these cowboys get back to me! A disgrace! Avoid them! Please!
Ikke kan kundeservice hjelpe meg. Ikke bruker de rett email adresse! Prøvde bestille et rom 4-6 ganger! Det gikk ikke å prisen steg! Siste gang jeg brukte hotels.com!!
Shoop Cashback wird einfach abgelehnt ohne Grund
Poor website development: More than a few times I booked a hotel for the wrong date range from hitting the back button and choosing the hotel again if the site freezes or I needed to go back for a different reason. When this happens it's easy to not notice the website changes the dates until you hit the button to book. The site is configured to pre-select a date range when you go to the website. This leaves the door open for multiple accidental bookings. If the developer knew what he or she was doing, they would know that websites like these should NOT have default dates in it and the date fields should be kept blank until the user actually enters dates. This takes away, not only the liability of the hotel.com but also significantly drops the potential for accidental bookings based on the wrong dates being selected by default.
I have been traveling for a month using hotels.com and every time I arrive at a hotel, I have the worst room in the hotel. Then I complained and I get upgraded or transferred to a different room in the hotel and I’m getting the feeling that it’s because I used hotel.com and they’re taking a pretty big cut so you’re actually getting away worse room than what you’re paying for.. additionally, they have a filter feature that allows you to click on reserve now pay later, but if you press the back button to look at a another hotel after zooming in on one all the filters, especially that one seem to reset so you unknowingly pay now for a hotel you only meant to reserve. This has happened to me more than once.. when you try to cancel, you get somebody overseas on the phone who says that they’ll follow up and never do and really don’t have your back.
Awful experience with Hotels.com. The price jumped at the exact moment I tried to press 'Buy", while the price on other sites remained unchanged. Seriously shady tactic!
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!
Voorschot betaald van 112 EUR bij boeking. Boeking tijdig en correct geannuleerd 15 dagen op voorhand. Voorschot wordt niet teruggestort. We zijn nu al 2 maanden verder. NOOIT BOEKEN VIA HOTELS.COM. Klantendienst onbestaand en niet bereikbaar. E-mail sturen onmogelijk. Enkel wat onnozele vraagbalkjes op de site, doch geen enkele mogelijkheid om Hotels.com te bereiken.
équipe à l'écoute mention spéciale à Mouktar D et Ines O
Absolute bullshit company. Do not join
Not recieving help by phone to release one of my nights booked. Need to wait up to 72 hours for assistans. I have booked with one reward night. If I cancel the total booking and reschedule it again with the right number of nights....I need to wait up to 24 hours before I can receive back my rewards night to include that in my new booking.
Advertise as a manor house with a restaurant bar and pool, when I arrived, it was a rundown place in the middle of a dark park with not so much as a person to check you in. There was not even another person there. It was scary. I called both the hotel and hotels.com to tell them I did not feel safe there. Neither of them helped me at all. And they refuse to reverse the charge for 2 nights even though I let them know as soon as I arrived. I will never stay here again. And I will never use hotels.com again.
Most corrupt hotel referral website ever!!!
Verste kundeservice jeg har opplevd noen gang. Hotels.com funker bra om du ikke trenger kundeservice, men det er faktisk ikke mulig å prate med de.
Awful. Did not fix problem. The worst do not use this site as a third party. Use it to find hotel the book directly through hotel. There is no customer service in regards to communicating with hotel and they charge you if you accidentally booked the wrong night.
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
