Hotels.com Anmeldelser 524

this company are ok good and helpful before your holiday but not at all helpful after they ignore you when things go wrong so i dont recommend them wont use tham anymore

Scam artists absolute shocking service, how are they even operating????

We used this site for a trip to Spain. We chose a room that included a balcony on their site. When we arrived we were allocated a tiny room without a balcony and told that that detail wasn’t on the booking they requested from the hotel. The rooms had been falsely advertised and the hotel was full with no options to change our room even for an extra cost. The messages we attempted to send through the hotels.com app were never sent to the hotel. When I reached out to hotels.com they just told us they couldn’t help due to the property policies. I’d advise to avoid this company and will just be booking directly with the properties in the future

Booked hotel, the app didn’t give an address so contract support, was given two wrong address and then they admitted to not knowing the address or being able to contract the operator. Really couldn’t care less, admitted to having no complaints process and to not following Data Protection law. But my story is not new, this is the first organisation I’ve seen with a 1 out of 5 rating.

Had to cancel my trip, got insurance and a waste of time as you don't get your money no matter how much notice and they keep all the money. I will not go with this company again.

Notify directly from the hotel that I had booked with as they were concerned Hotel.com had not advised me that the booking had been cancelled. They were correct!
Hotel.com eventually got in touch to booking has been cancelled, 3 days before I was due to stay. The next day they sent an email giving me the itinerary for my trip. When I tried to clarify no response.

Very poor service. They just don’t care…..steer clear of company.

We need a lot more regulation on booking sites to ensure they take responsibility for bookings. I had a Hotels.com booking, turned at the hotel and it didn't exist due to 'an IT issue'. I was left without a hotel on an Easter Weekend in a foreign country. Hotels.com cheerily said they would refund me but that isn't the point. I didn't have a booking anywhere and had to pay a lot more for a last minute booking. Hotels.com should take more responsibility for the rooms it advertises.

First thing I missed before using uk.hotels.com is that I didn't check the review 1.2*. If more than 500 people feel the same, I could have saved my money by checking their reviews. Actually, if there was a minus rating, I would have given the maximum minus rating too. I had booked two couple rooms in Hotel Metro Inn through Hotels.com while visiting Scotland. I think Hotels.com doesn't check anything before listing any hotels because the Hotel Metro Inn doesn't look like a hotel from anywhere. It is literally a hostel with more than 70 rooms with everything shared except a single room with a single sink and an old TV, however if you visit the hotel metro inn advertisement on Hotels.com it is completely misleading and scamming. Nothing particularly mentioned about shared amenities. People from More than 70 rooms has to use shower, washroom and kitchen in sharing. I can't even imagine how Dirty and messy it would be.

Now let's come to the refund and cancellation part. Logically, if I am booking and paying Hotels.com, Hotels.com has to make the decision regarding a refund or cancellation, not the booked hotel. I asked for a refund as the booked hotel was completely inappropriate to stay in. I haven't even stayed or used any facilities of Hotel Metro Inn. Hotels.com has said to me that Hotel Metro Inn has denied the refund. That is so strange and disgusting. Honestly, I will never ever use Hotels.com again. Keep losing customers, and one day Hotels.com will no longer be available in the world.

This was the first time I had ever used Hotel.com & the experience so not good (and that's being polite)
Booked a Hotel for 4 days in Dubai to celebrate my birthday, so after arriving from Sri Lanka & being awake from 4am we arrived at the hotel only to find that Hotel.com hadn't confirmed my reservation & I had to pay the hotel directly £251 for a stay which was £189 on hotels.com. I have been trying to get my "balance" refunded since April & for over 2 months Hotel.com have taken no responsibility or even tried to get me a refund, will I be using Hotel.com again......No I don't think so

Having paid Hotels.com in full 7 months beforehand, we checked in at a hotel in California, to be told my card was declined and I would have to pay again.
This was a Bank Holiday on both sides and when I made contact via the app. the agent had no clue why, it had happened or what to do about it and offered no support whatsoever other than badly written messages in broken English with more than enough spelling mistakes to make them unreadable.
After an hour with no sign of progress I discontinued the process and managed, with a lot of assistance from the hotel, to learn that Hotels.com had failed to notice a tax increase from the original payment which caused the problem.
Very generously, they waived the additional tax and allowed us to stay without additional payment.
On return to the UK, 10 emails later I was given a number to phone. 1st call was cut off with no callback, which I was told there would be. 2nd call I was told the Complaints department would make contact in 48hours. They didn't. 3rd call encountered an agent who liked to talk all the time, but had zero skills when required to listen. I was advised the problem was all the fault of the hotel and Hotels.com had done nothing wrong, as all their in house processes had been followed at all times.
I have used this company many times over the years and not experienced any problems until recently.
This example of their total ignorance and complete lack of support or customer service when there is a problem, particularly when caused by them, means I will never use them, or Expedia, ever again and would advise others accordingly.

Booked hotel with them via Topcashback. Was due £101 however they rejected claim despite theTopcashback and their order number being identical. Who's the beneficiary of my missing cashback now I wonder. If you're not going to pay out don't mislead people by promoting yourself on cashback sites. Next time I'll be looking at booking the hotel direct so they benefit directly from my custom.

I have a hotel booking arranged for August 2025, with free cancellation until 24 hours before. I only booked this due to the policy as there would be a possibility we would need to cancel.

We do need to cancel and I have attempted to do this via the virtual assistant. The automated response is that my booking doesn't qualify for free cancellation and I will be charged the full fee. This is not the same information on my confirmation email at the time of booking.

I have made several attempts this week via email and phone to discuss this with an agent but I'm yet to hear back. This is the worst travel agency for customer service I have experienced. I am hoping this is seen and prompts some action.

DO NOT BOOK WITH HOTELS.COM!! We wanted to amend the booking to a different date and the price was the same. However, Hotels.com wanted to charge us more than the actual room rate to make the amendment! We couldn't cancel it as we had used vouchers and would lose them. Terrible customer service.

Hotels.com use to be excellent, now it just keeps getting worse and worse. Customer service, which in the past was very helpful, is now either a useless virtual assistant or seemingly impossible to get hold of a real person to talk to. Loyalty program is also far worse than it use to be. As soon as I have used up all my onekey cash from bookings, I'll be booking elsewhere.

Hotels.com are now just using call centres abroad and digital live chat for issues. Sadly gone downhill and when we recently encountered issues during a stay they were not remotely helpful and said all they could do was contact third party (whose office was closed over the weekend!). We had no heating and no way of contacting the property owner. Hotels.com after 3 long phone calls, one of whom cut us off, offered £100 compensation which was wholly inadequate and not offered in a nice manner by their staff, so refused. I would be loathe to continue using them. Their updated rewards system is also not as good as previously.

I used my credit card to book a hotel. After few hours my credit card was used fraudulently, there were unauthorised entries on my account. Today I try to complain and report my card was used by someone at hotel.com and the customer service agent Vaishnavi refused to log my complain. I requested over 9 times to make a complain.
I have contacted the hotel and they have informed the card details are taken by hotel.com based in India.
Agent didn't think it was a seriously issue and he try to flog me off. I was very annoyed with his attitude.

On Monday 28th April I booked an apartment to stay in. The name of the apartment is Hampden Apartments - The Louis and is in Eton High Street. It was a last minute stay and I made the booking at 9.56am for the 28th of April.

I received no word at all from the apartment owner/manager and I got very panicked as the booking was for that day.

I contacted hotels.com live chat and they tried to call the owner of the property but could not get them.
I explained to Hotels.com how upset I was becoming as I needed confirmation that my booking was secure and I needing the details on how to get in to the property.

I was crying as I was so worried.

I tried to email the apartment owner myself, but had no luck.

So, I had to book myself another hotel room due to lack of communication and due to the fact that I had to have the security of knowing I had somewhere to stay on Monday evening. I had to spend another £125 and I cancelled the first booking. They won't refund any money and I am now out of pocket by £250!!

21/2 hrs later, the property owner - Jeremy sent me a text asking me to email him - by that point I had booked another room.

Absolutely disgusting behaviour from Jeremy from Hampden Apartments and also Hotels.com

Trying to book a hotel via my desktop via the tesco clubcard link to hotels.com for rewards..keeps telling me voucher not suitable..i meet the criteria and have called tesco clubcard who say no problem their end with voucher contact hotels.com...cant get through to hotels.com

Wish I’d read these reviews before booking. Booked a hotel, put in the dates I wanted multiple times. It changed them for no reason at checkout. Immediately tried to resolve this, hotel said they were happy to help but need to contact hotels.com they claimed that they had asked the hotel to change it and they had refused we kept them on the line and phoned the hotel on another phone after much reluctance from hotels.com for that to happen, lo and behold the hotel said they had never been asked to amend or cancel and had no contact from hotels.com over an hour later and they are still saying I can either lose £250 completely (despite the fact I could have paid £5 extra to have “free” cancellation only seconds before noticing their website error) or pay double to stay on the dates I actually entered multiple times. Livid. Absolutely livid and by the way this is fraud. If it happens to you dispute the charge with your bank.

Booked an apartment in Italy for a week in June. Asked several questions but host (an agency) didn't reply. Tried to contact Hotels.com whose customer service is entirely digitalised and I suspect their chat option, even when you ask for an agent, is AI generated as responses made no sense. After 7 pointless chats, 12 emails (which are responded to with an auto response) I managed to contact the agency who emailed saying the booking was no longer valid as they weren't handling the property any longer. Forwarded the email to Hotels.com 4 times, who repeatedly respond saying they will try to contact the agency, then nothing. Contacted credit card company to request chargeback which has gone through. Absolutely apalling.

Update. Still no response so reported to Trading Standards