Great app!! 5/5
I don't know why everyone else is having issues granted the customer service number isn't right in the open but I called an cancelled without issue. The customer service rep was very friendly and helpful. Sometimes you have to be patient with people or call back and talk to someone else.
Site works good 4/5
The app works well. The deals seem good. Easy to navigate and review hotels. They did miss an early booking credit to my collection though I never bothered to contact them to redeem it.
Awesome app allows me to save up free nights 5/5
Love this app,
The rewards is terrible 2/5
First it has to pass 72 hours from your last visit for that to show and if you used a discount coupon those nights don't count for the rewards so be careful with that.
Awful customer service 1/5
My family and I were on a trip to the Nashville area for the solar eclipse. We made reservations through Hotels.com for a hotel in Gordonsville TN. We made it just outside of Nashville and called the hotel and found out they were already booked. Hotels.com booked our rooms for September when we had tonight (8-20-17) selected as the date we needed. Hotels.com refused to reimburse our cost and the hotel refused also saying they had a no refund policy. This wasn't our fault seeing how Hotels.com made an error while booking the room.
I then called Hotels.com and booked a room at the Deerfield Inn located in Parsons TN. The lady on the phone said we had 2 rooms and took my credit card. We drove 100+ miles only to arrive and find out they were also booked. My family and I slept in the bed of my pickup truck because of 2 errors that this awful website made!
I would definitely NOT use this site as they were not helpful with refunds and careless with the booking process. We drove halfway across the US, only to sleep in the bed of a pickup truck due to their negligence! Awful company and awful website!
Email on SPAM level 2/5
I don't think too poorly of the app itself, but when I have to move you to a SPAM designated email address because you send so many, it is time to say something. Set to receive only the ones related to my stays. Doesn't matter. I don't dare search somewhere, there is a barrage of email for the next two weeks for each location. Booking made? A confirmation. Great. And then a second one. Ok. Then how was your check in? Ugh. How was your stay! Write a review! We really want you to write a review! Please, please, please write a review! If you make the mistake of actually doing it, there is the thank you and we will review and decide if we will post follow up(?!?), the we have posted it, the we want to thank you so here is a broken link discount, and so on. I get an email from them at least daily, sometimes 4 or 5 if I am actually using the app. Also, I changed the email account and it is still coming to the old one btw. I had to actually call them as well as they don't let you change the email online. So, in the end, I don't know if it is really worth the harassment to use the app. Plenty of other options for hotel bookings. The app itself is 3.5 stars probably. Good, but not great.
Deliberately made inconvenient 1/5
Deliberately made to be inconvenient to cancel reservations and to sign in.
To make reservations, easy. To cancel, you must call a well-concealed number with the aesoteric details of your reservation. If they were interested in customer service, they would make it as easy to cancel.
Sign in with social media and advertise their site-easy. Sign in with google....hard. No button for that on the sign in page!
Pathetically obvious this is about trying to grab your money, not provide quality service.
Dislike new iPad format 2/5
Good App, Bad Customer Service 1/5
They like to rip away your rewards without telling you. When asked about this, they said they had a firm policy that not even managers could deviate from.
There are many other competitors out there that are much more willing to provide the customer service that is expected in the hotel accommodation business.
Omg....my battery 1/5
The app itself is great, top marks all round, but they weren't kidding, battery life is dramatically reduced. They need to seriously rewrite the code to pull location data only when searching for a hotel
my go to app for booking 4/5
easy to use and great gold member customer service.
Fine to use, but no substitute for a real reservation 2/5
By Tiger 0987653
Relatively easy to use, but one small issue and one big issue.
1) Big issue: if there is a problem, you have to deal exclusively with hotels.com. The hotel you are staying sends you back to hotels.com for any change or problem with the reservation. I reserved a room and the description on hotels.com did not match the room (the room was supposed to have a sofa, but no sofa). Hotel had rooms with sofas, but that wasn't the room that that had reserved for hotels.com, and those rooms weren't booked through hotels.com. In the end, hotels.com couldn't get me the room, and the hotel wouldn't change my room. And I had already paid, so I was stuck. It would be better to have a reservation at the hotel itself. Maybe that would have been more expensive, but at least I have some flexibility.
2) small issue: if I put in kids that I wanted to sleep on pull out sofas (see above), lots of rooms with pull out sofas were not shown. I ended putting in one less kid and searching manually for rooms with pull out sofas. I got lucky 2 out of 3 times, but as you can tell from my tale above, I got burned one time with a room that listed a pull out sofa, but did not have one.
Will not use the app again to make a reservation. Likelihood that I would recommend this app to a friend 0/10.
Easy to use
Great experience all around! 5/5
By Another Lisa
I had read the reviews and was prepared for a decent experience but this went well above that. This is an exceptional hotel for the price. The room was well designed and comfortable, the parking was easy (well appreciated after a long drive there), and the staff were incredibly friendly and helpful. The view from the room was about as good as any other hotel in this part of the city and I liked that the pool was on the second floor.
So helpful!! 5/5
This app is the only way we book hotels for family travel it makes things such a breeze!! All your bookings are quick and easy to review!! Over all great ap
Website for Hotel 5/5
By Dani's Shuffle
I've used hotels.com for my European Tour & didn't encounter any problems. I'm very well satisfied!
Great App! 5/5
I've been using this App for a while now and have always liked it, but after using it for a cross country road trip I realized just how flawlessly it works. Very intuitive and easy to use, and no "bugs" or "crashes." And the best part? A free nights stay for every 10 rooms booked!
Great deals and easy to navigate 5/5
I've used this app for a few years now and it's the only app I use. Great deals. Easy to navigate.
Very good price and best customer service.
Amazingly Easy 5/5
By Ren Ben Canaan
Hotel guarantee and favorable price
By Tamara Lyz
I have my own company and i book room for my workers when we go on business trip i never got a reward ally free bookings are locked when i call for them to unlock they tell me they are going to call me back in 60 minutes and never do. Dont waste your time they are full of it
Poorly made Ap. Can't review hotels 1/5
Much better options out there
App is a scam! 1/5
I booked a room through the app. Go back to their website through my web browser to check the address, and the SAME ROOM price is $20 less. I called customer service but they said they couldn't refund the difference between the two because the reservation was made the same day as check in. What a shady business model.
We really use this app! 5/5
By Don NM
Perhaps equal to the applicability of this app, I have been very impressed with the associated customer service. On an extended road trip we needed to cancel and then re-instate a booking, and then apply a Rewards credit after I had booked a room. In every case I found the rep polite and knowledgeable and able to solve our concern. I would not travel without the app!
Super easy 5/5
By Saxophone Dave
Don't make a mistake 1/5
App isn't bad but if there is ever a problem the customer support is terrible.
Don't fall for "book now pay later" 1/5
It clearly states that "you pay at check in or check out" and they still allowed the hotel I booked to charge me this morning when I'm not even in the state it's booked in yet! They called the hotel and they're calling it a "preauthorization" and they'll reverse it when I check in. We all know that'll take a week to credit back which defeats the purpose!! Especially when I've been using another card to pay.. smh BAD BUSINESS!! Won't be using this site again
Very disappointed really bad customer service!!! 1/5
By Katrina Myles
The photos May deceive you!
You may not get what you pay for!
Customer service won't help if the place is disgusting and not worth the money!
First try fail 1/5
Trust me, just call or book the hotel directly online...skip the 3rd party. Most hotels have sites & their own point system. NONE OF THEIR REPS FIRST LANGUAGE IS ENGLISH. Booked a hotel while on the road...selected the area I wanted to stay in, little did I realize it was 1 hour away from where I wanted to stay. I trusted their GPS unfortunately. Even though I booked it on 8/11, the confirmation email reads:
"Cancellation policy - Free cancellation until 08/10/17
If you change or cancel your booking after 6:00 PM, 08/10/17 ((GMT-05:00) Eastern Time (US & Canada)) you will be charged for 1 night (including tax)"
Still not sure how you cancel the day before you make the actual reservation. I had to pay for a room I didn't even check into. Just be sure to google map the hotel address before you book using this app! Make sure you're where you need to be & not what they click bait you to book. And be prepared to make ANY changes or cancellations within 30 minutes of making the reservation. After 6 calls to their customer service today, after being told that a room was ready for me tonight and driving an hour to it, I get there & of course can't check in, I need to buy another room entirely. During calling customer service I was hung up on once & transferred to a new rep, so I had to go through the whole story each time I called. The reps had to call the hotel 3 times...the hotel clerk had a hard time understanding them. I was offered to rebook through them (had a nice giggle) and a $100 coupon for my hassle. I refused, it was my first time trying this 3rd party & the last.
Love the app 5/5
I love this app, I was looking for a reasonable price room, with specific accommodations for my soon to be sister in law's wedding. The filtering tool on the app made it nice to find the exact room i was looking for, with a great price. I have tried other hotel booking sites, I love booking.com
Create an account 1/5
Not able to create an account. All I get is error notifications. I contacted customer service and received very little help to resolve the problem. Not able to create an account on my iPhone or iPad. I was able to use the app to make reservations but will not be able to receive credit for my hotel stay.
Slow and bothersome 1/5
The alerts are useless and the customer service as a gold customer are worthless. Going back to direct.
Great app! 5/5
Love this app
Keep coming back to this on 4/5
This site seems to be the easiest to use and lots of choices
Took my nights! 1/5
Take my rewards and I'll go elsewhere! Good bye!
Easy to use! 5/5
By Heather is the Queen
Love it, makes finding a hotel easy and quick!
Easy convenient app 5/5
This is an easy and convenient way to book your hotel at good prices plus earn rewards towards a free night
No problems using app or checking in to our hotel!
Great APP ！ 5/5
Information is performed clearly and the price is the lowest among those kind of Apps.
Reward expires 1/5
Disappointing. Reward expires in one year. Didn't know until I reached ten reservations but was on the 13th month. I don't believe Expedia or booking reward points expires. Not right that reward points should expire. Will not use Hotel.com again.
Error codes abound 2/5
The app is difficult to use because certain pages won't load and error codes keep popping up for no apparent reason.
Also, I downloaded the app because it promised me a 10% discount on my next booking for doing so. Lies. When I went to use it I got an error message "this code only applies to some regions".
Also, it wouldn't let me change my email address from within the app - I had to login in my phone's browser to do so...
Overall, not a great experience.
Easier to manage bookings 5/5
By The angry sloth
The new features allow you to change arrival dates and room categories without cancelling and rebooking entirely. Big time saver.
No stars, Hotels.com stole nights from me 1/5
I had a total of 8 nights in my account before a recent 7 night stay. After the stay, 3 of my nights seem to have disappeared, the app will not show me any of my details so I can verify it. Almost a complete waste of time!
TERRIBLE CUSTOMER SERVICE 1/5
I had booked by accident 2nights instead of 1, and called to fix it within 30seconds after booking. The guy said he called the hotel, and they were unwilling to budge, I'm stuck for both nights. I called the hotel, they say they never got a call from this app, and they would do it but this app has to for me. I call customer service here back, and told them everything, and they called the hotel again, and came back saying the same thing as before, the hotel wouldn't do it. THE HOTEL SAID THEY WOULD, AND NEVER GOT A CALL FROM HOTEL.COM. THESE PEOPLE ARE LIARS AND CROOKS. THEY SHOULD BE BANNED FROM THIS STORE FOR BEING FRAUDULENT AND LYING TO YOU, ME AND EVERY CONSUMER HERE. HOTEL.COM IS TRASH. REAL TALK.
Hotels.com is the Bomb.com 5/5
Love this app!
Great to use 4/5
Only hotel site I use to book for vacation/business trips.
Loyal customer 5/5
App works great and I use it often. My wife and I enjoy the low prices, lots of lodging options, and free night perk.
Hard to navigate. On my iPad only works in landscape. Old version much friendlier. Initial sort makes no sense. Couldn't use zip code to search. Used my NJ zip code and it kept giving me Argentina.
Great navigation 5/5
By speaker maker
Well laid-out site with useful features