Shame on you Hotels.com for being affiliated with this hotel. We turned around and left before even checking in. When we arrived, there were three police cars responding to an incident across the street of the hotel, drug dealers, drug users and prostitutes right outside. In the 15 minutes while we were on the phone with Hotels.com, several prostitutes entered and exited guest rooms.The hotel attendant was in a bullet proof, plexiglass cage, presumably for safety reasons. Needless to say, we did not stay there. Our safety wasn't worth it. Hotels.com refused to refund the charge because the hotel operator didn't want to refund us. There was an assumption of safety when booking with Hotels.com but apparently they do not perform their due diligence when they partner with hotels. This has completely changed my perception of Hotels.com. Be cautious when you book through them, they do not have your back. Tip for consumers:Booked a night at the Red Roof Inn in San Bernardino, CA through Hotels.Com and couldn't even stay the night, it was too unsafe Products used:We didn't end up staying there, it was too unsafe Service Value Quality Date of experience: January 10, 2025I was a very loyal clients since late 2016 with more than 30 nights in average booked per year. Hotels.com used to have "free nights" system: you book 10 nights and you receive 1 night for free (for the average check you've spent). This month all my 3 free nights with the average $180/night disappeared while they switched to another loyalty scheme "One KeyCash". All I got is $45 in total! I requested an explanation through that Customer Support Chat option but received nothing back so far. SHAME! Products used:Rooms reservation Date of experience: November 19, 2024The hotels.com site lists details included with the reservation price that aren't added to the confirmation receipt. This leaves the customer having to later argue with the hotel to get what they thought they had. For example... I booked a Kimpton Epic hotel stay for 1/1/25 - 1/4/25 for a high floor bedroom suite king bed room. The confirmation receipt has everything noted but the high floor request, which was the major reason I'd booked through hotels.com. The hotel said they couldn't guarantee the high floor so I canceled the hotels.com reservation. I brought this to the attention of a hotels.com rep years ago and I see it's still a problem. I won't do business through them again. Service Value Quality Date of experience: December 3, 2024I made a simple room booking date error and immediately called them to change it and they refused! I am out $138 because this company is nothing but a rip-off. I even purchased the useless "travel insurance" that didn't help out either! It is totally not worth the money saved when they don't care about the customers. Service Value Date of experience: October 23, 2024I booked a non-refundable hotel on the hotels.com platform. After checking in, we discovered that the room did not have the promised hot water in the shower, nor the refrigerator that was in the posting, and it was infested with mosquitoes. The "private" room also had some sort of trap door in the wall that lead to the neighbor's room. Highly unsafe and not secure. There were no other rooms available that night to move to. The next morning, we discovered the hotel had been misrepresented even more in its listing on hotels.com. There was no shared kitchen to prepare our food as advertised. Unsatisfied with the misrepresentation of this hotel, we asked hotels.com if we could check out early and be refunded. We had only stayed one night out of a seven night booking. Hotels.com said only if the hotel approves it. The hotel manager told me he would refund if I just contact hotels.com. Hotels.com said they spoke to the manager and he would not refund it. So, neither one wanted to refund and we just got to give our money away to a company that is allowing hotels to misrepresent themselves and then not holding them accountable at all. Clearly completely on the side of the hotels and not at all concerned for the well-being of the guests. I've used this platform for years, but am so disappointed and afraid to ever book there again as I can't seem to get a straight answer from hotels.com where the line is. But it seems to me that if you book a room and it turns out to not even exist once you show up there, hotels.com still won't refund you. Service Value Returns Quality Date of experience: November 4, 2024I had a recent problem with Hotels.com and it ws not resolved because they do not disclose information on policies and procedures THEY have prior to booking a hotel room. Complaints about Hotels.com should be made to: https://www.usa.gov/travel-complaints. Also, it's a Texas company and complaints should also be made to the Texas Hotel & Lodging Association, Email THLA. Complaining to Hotels.com won't solve anything and they will continue their deceptive trade practices and more people will be harmed. Tip for consumers:Read reviews about Hotels.com. If you have a problem with them, don't bother waiting for them to actually fix it. Complaints about Hotels.com should be made to: https://www.usa.gov/travel-complaints. Also, it's a Texas company and complaints should also be made to the Texas Hotel & Lodging Association, Email THLA Products used:I now book directly with the hotel Service Value Returns Quality Date of experience: October 21, 2024Warning do not conduct business with HOTELS.COM. You would be better off calling the hotel or rental car agencies directly, rather than going through HOTELS.COM. If you pay for anything directly through them (HOTELS.COM) and something out of your control occurs, the hotel or rental car agency cannot reimburse you because you have paid through a third party. If you contact HOTELS.COM and explain the issue, they will send you on a run around. They will claim the car rental company or the hotel you paid for is responsible. When you contact the rental car or hotel, they will tell you they cannot reimburse you because you paid through HOTEL.COM. They both agree that money should be refunded but neither will pay. They will simply take your money, and there is nothing you can do about it. Service Value Shipping Returns Quality Date of experience: October 10, 2024Do not purchase a gift card from or for this company. You will be unable to use it for anything. I am out $500 and left with a useless gift card. Do not use them! They stated did not have a gift card available to use when my balance on their own website shows it has not been touched and there is still $500 on the digital card. Products used:None Service Value Returns Date of experience: September 12, 2024Very bad experience. Never book true hotel.com never respond and then by the time u talk to someone is already to late to change or get refund. Date of experience: October 3, 2024Give fake pictures of rooms to pick room.for there bullet holes roaches and don't stand behind travelers insurance. Days Knoxville TN,look for yourself Date of experience: September 4, 2024One key cash is bull$#*!. You make a reservation on line wanting to use one key. However they do not apply and when you contact them they say to late Service Value Date of experience: September 23, 2024I would choose almost any other company to book your stays through moving forward. They have changed a lot and don't have much to offer as a differentiator anymore. The rewards program is weak now. And they have started really jacking up rates for their commissions. You can get a better rate just booking directly with the hotel in most cases. On one of my last stays #hotels.com charged me almost $100 more than what the hotel was offering direct. I only discovered this when I asked for the folio at check out. I have been a long time customer for work and pleasure. And in one customer service interaction that was quite frankly disrespectful in my opinion, they have lost a customer forever. Date of experience: July 15, 2024If you need to change anything about your reservation or you experience a problem, brace yourself for zero help, three-hour wait times on the phone, and absolutely no reimbursement. All this platform does is help you compare prices. Reserve rooms, cars, etc. directly from the providers and avoid the hassle of dealing with a dishonest company that provides zero value. Just look at their social media accounts, all of them semi-abandoned and flooded by complaints from disgruntled users plus the occasional anonymous, copy/pasted response inviting people to contact them privately (don't bother.) Tip for consumers:It’s amazing that this company is allowed to continue operating in light of all the people they’ve burned. Just look at their social media for new daily examples. Service Value Returns Quality Date of experience: July 2, 2024Je ne vous recommande pas du tout hotels.com, nous avons dû annuler notre voyage puisque notre vol a été $#*!é de 2 jours et ce, la veille de notre départ. Par conséquent, j'ai donc contacté directement l'hôtel afin de les aviser le plus rapidement possible de l'annulation de notre réservation de 5 jours suite au changement d'horaire de la compagnie aérienne. L'hôtel m'a précisée qu'elle a pris en note notre annulation et que le tout était remboursable mais que je devais aussi aviser Hotels.com. Ce que nous avons fait à l'instant.suite à de nombreux échanges. Hotels.com me dise qu'ils sont incapables de rejoindre l'hôtel et que malheureusement le tout n'est pas remboursable suite à cela. Après avoir encore une fois contacté Hotels.com via Chat, ceux ci me confirme qu'il n'y a pas de problème et qu'il me rembourserons. Nous étions heureux et saluons le professionnalisme de la compagnie.24 hrs plus. Voilà que Hotels.com nous mentionner qu'il ne rembourserons plus! Même avec des preuves à l'appui que nous avons reçu la confirmation de l'hôtel de l'annulation et une preuve de la discussion que nous avons eu avec Hotels.com qui autorisait le remboursement… iIL REFUSE L'ANNULATION ET LE REMBOURSEMENT D'HÔTE! Nous sommes plus que déçu de cette compagnie et nous ne vous la recommandons pas du tout. Cette compagnie n'a pas à cœur le bien de ses clients et se lance la pierre sur l'hôtel en question (qui elle, autorisait l'annulation et le remboursement) La pire compagnie de location d'hôtel que je connais. A ÉVITER! Service Value Shipping Returns Quality Date of experience: October 29, 2024Horrible place! Swamp swimming pool! Sewer from the restaurant and hotel! Drung deals and trash everywhere! Hotels com used miss leading pictures and over charged! I asked for a refund and was denied on both ends! I will be calling code and the health department of Austin! Thanks hotel.com rip off! I uploaded pictures of what they said it was compared to what it really was! Service Value Shipping Returns Quality Date of experience: May 27, 2024Do NOT USE! Booked TWO rooms but charged for THREE! Neither HOTELS.com or hotel will refund for the extra room! Again, do NOT USE! Service Value Returns Quality Date of experience: September 18, 2024I had been using hotels.com for years. They are now partnering with hotels that steal your information. If you refuse to enter your personal data including facial recognition software they don't let you check you into the hotel. They want pictures of you, driver's license, credit cards, DOB, SSN, home address all going into an unknown undocumented website. You call the call center they lie to you and say oh no problem you don't need to do it. You show up at the hotels and they refuse to check you in. They say nope you have to pay for the hotel even if you don't stay. Either enter your personal info on our hack website or we charge you. Hotels refuses to refund the money. I filed multiple complaints. Use another site. Any other site. They will not protect their customers and they will not honor what they tell you on the phone. Once they steal your money you have to then fight with your credit card. Never will I use them again. Products used:hotel booking Service Returns Quality Date of experience: May 1, 2024Trustpilot reviews Thanks for your review! Hotels.com Your review is pending.Read more Tom Rich 15 reviews GB Rated 1 out of 5 stars Disgusting Customer Service and Suspect Business Practices After a family member was airlifted in critical condition to hospital, we were told to get there ASAP. On route l booked rooms in a nearby hotel, only to realise the app had defaulted to the same date, but a month in advance. I immediately called Hotels.com to rectify the issue. After nearly an hour on the phone, l was told rooms were available for that night, but l would need to pay for them separately and the original booking would be refunded. However after a week no refund had appeared. Another hour plus phone call later l was told that a refund would be actioned and that l should also raise a dispute with my bank. I thought that strange at the time. A day later l received an email stating that l would not receive the refund, despite the circumstances and being assured verbally by two different agents. Absolutely DISGUSTING customer service Date of experience: June 5, 2024Got degraded in our hotel stay when I booked one night and 2 rooms to a really high price for that area. We got defeated to another hotel with no compensation or anything. No help from the customer service on hotels.com which seems to be sitting at some call centre in India because they could barely speak English and they promised to make this right and to compensate me within 24 hours, now it's been 1.5 days and I haven't heard anything from them. Never again Service Value Shipping Returns Quality Date of experience: July 6, 2023I have screenshot evidence of the price quoted for a hotel, and was overcharged. The customer service agent at Hotels.com however says they are not authorized to correct the price charged as it is an email confirmation. Dont trust the website.. Date of experience: August 28, 2022They say they offer a price match guarantee but after speaking with 8 different reps and having my case escalated to a supervisor who never calls still nothing. This is the first and last time I will ever book with them. Absolutely awful and a scam as far as I'm concerned. A better price was available on the hotel website (Marriott) and I should have just booked there. Service Value Returns Quality Date of experience: December 9, 2021Obviously this website is ok to book travel reservation. But in a "crisis'. AKA this ridiculous CDC virus. They're phones are " temporarily' out of service. So I can't cancel my plans without them charging my account. My advice, call your hotel directly. Date of experience: March 16, 2020Not sure why the ratings are so bad. What seems to be the problem? My experience was always great. Been using Hotels.com for years and booked up to ten hotels during that time period. Like I said: Never had any problems. Date of experience: February 7, 2017I've been using Hotels.com now for many years to find great deals on hotels. The system is easy to use, provides detailed information on each hotel, and generally finds the best deals I've seen from any other online booking site. I've never had an issue with my bookings. I've been able to change bookings without any hassle whatsoever. Not sure why the negative reviews here, but I've not had any bad experience using this service. I will say that I am not happy with the recent change to OneKey rewards program. Previously, you only needed to book 10 nights and then you'd receive one free night at the average cost you paid for those previous 10 nights. I just returned from a trip that was 10 days at an average of $175/night, and I have "OneKey cash" worth $40. It's really bad. Products used:Online hotel booking. Convenient, easy to use, and good prices. Service Value Quality Date of experience: September 9, 2023With 4 day out to my travel date I found the booked hotel 30% cheaper somewhere else. The no hassle portal at hotels.com allowed me to submit my claim and I received a refund withinb30 min. No ifs or buts. This is in line with their overall quality of customer service! Date of experience: October 18, 2020