Can’t reach a live person 1/5
Can’t reach a person or get a phone number. Pitiful. The virtual assistant is ineffective and does not understand my request or questions.
Bad customer service 1/5
By Rick blasterhole
Lost $500 from a shady hotel in Edinburg who canceled our booking and booked our room at a higher rate. Turned to Hotels.com who we booked through for help and they wouldn’t back us up and sided with the hotel. Poor customer service that provided no help
Hotels mobile App 1/5
This app is Terrible.
I made a booking on my computer, but have been unable to use the app to locate the booking on my mobile.
Virtual chat has been useless too. It locates the booking but I am unable to view it in the app - so impossible to ‘manage my bookings’ as the website says.
I have to issue a rating, but 1 star is the lowest - but I’d rate it as a zero star.
All my rewards disappeared 1/5
All my rewards disappeared and moving to other service after years of using Hotels.com
Fenwick Inn 8-21 3/5
By Pretty wioman
Had a nice stay at Fenwick inn other then when there was nothing to do when it was raining an we would want to swim! Yet heat lighting, everytime an it had a tin roof so we had to get out those 2 times outta the 3 we wanted to swim. I thought they had room service an didn’t an was a lil upset over it. All an all it was alright for Me,my husband an 7yr old! The beach there wasn’t as crowded as at the main entrance were we usually have to go an park,& pay anyways!! We only did that when we went to Jolly Rogers,& found out after the fact we went that we had free parking by buying r tickets from the hotel!! Got on Hotels.com . We had made reservations for princess Bayside beach hotel 8-1-22-8-5-22. Don’t understand why we didn’t get stamps for those 5 days? I contacted them an they tried saying my cc didn’t go threw. So I called it did,& I’ve been home since an no stamps are marked. So if I don’t get them soon? I’ll b deleting this an going sim where else !
If I could put a minus I would have 1/5
You can get a response when needed, unable to get ahold of anyone.
Terrible customer service 1/5
Was a loyal hotels customer until recently when I has to contact customer service and all of three hotels reps were very rude and unprofessional. One rep put me on a three way call with the property without permission and was yelling at both the property GM and me. After the phone call, the property GM called me personally and apologized because of how bad the rep from hotels treated and handled the situation. Will not book thru hotels again.
Great app 5/5
Customer service 1/5
By kris is not happy
THE WORST !!!
CAN SOMEONE SPEAK ENGLISH SO WE CAN UNDERSTAND YOU ???
I will not use this hotel.com ever again
It goes through Expedia
Mobile app is unusable 1/5
I can’t even login or even reset my password with the mobile app (requested and no email received). Very frustrating. Uninstalled.
Doesn’t store my booking 1/5
By Thomas F :-)
Just silly that I have to always put in my booking number to look up my current booking. That should stay stored in account
Glitchy app and terrible customer service 1/5
I’ve been using the app for a while and have been unable to change my password, despite repeated attempts. The app says it sends me an email to reset the password, but I never receive it. It doesn’t go to my spam folder. The app continuously keeps me logged in, but for some reason during my last booking, it logged me out and created a new guest account. I had already collected seven stamps and expected the booking to count towards my original seven stamps. But since it created a guest account, the digital customer service agent said she couldn’t help me and could not credit the stamps to my original account. I called customer service and received an email a few days later. They basically blamed it on me for not being logged on (I have no control over the app glitching) and refused to credit the stamps. Furthermore, they instructed me on how to create a permanent account, which I quite clearly no how to do, considering I’ve used my permanent account for seven bookings. Beyond frustrating. I chose to use this app specifically for the rewards. I’m going to use it a few more times, hope it works properly, collect my reward and go elsewhere. Do not recommend.
Awful, no way to speak to a real person!!!!! 1/5
Awful, I have been trying for 3 weeks to chat my reservations.
Can’t get them to respond and there is NO phone number to call!!
Watch your bank account! 1/5
I’ve used hotels.com for years but recently they’ve been being really sketchy. Make sure you check your account even if you mark pay at hotel! You may have been charged anyway!
Great App, but crashes when trying to share a link with someone 4/5
As the title says, I use the App for all my trips. But recently the share a link option is crashing the app. It happens when I want to share a link to accommodation with someone else.
Horrible scam do not recommend 1/5
This app is the absolute worst!! Every time I booked my room it was a different date from the one I selected and when I try to cancel cause it wasn’t the date I choose I couldn’t get in touch with anybody the robot kept saying they can’t find my booking and when I cancel they saying I can’t get a refund. A complete scam!! Do not book through this app
Hotels.com does not keep their promises 1/5
I recently booked three nights and was told I would receive a third night credit on my account towards a free night. After completing the two night stay, Hotels.com did not give me the third night bonus as promised.
This App is horrible 1/5
By captn collaz
The fact that it does not keep my bookings automatically is ridiculous. I need to put my email, name and go look for my confirmation number… how ridiculous in this day and age is that?
Nao está presente o telefone da central para cobrir oferta dos concorrentes 5/5
By Francisco e m morais
O app de vocês não traz telefone da central para
Cobrir oferta da concorrência.
Don’t expect Hotels.com customer service to be helpful 1/5
My wife and I made a reservation for 2 nights through Hotels.com for The Courtyard Marriott in The Woodlands, TX. We were coming in town for a family members funeral. We were unable to arrive the first night due to unforeseen circumstances and called the hotel to let them know. We were told that was fine. We arrived at the hotel on Saturday morning, very early only to be told our reservation had been cancelled and we would have to pay them again for the night we already paid for through Hotels.com, If we wanted a room. I asked if they could help in anyway. They refused. I was told it was my problem to deal with because I made the reservation through a third party. The manager wouldn’t even come out and talk with us. I have never experienced such rudeness. I was blown away. We ended up going down the road to The Drury, where they happily and quickly put us in a room, although I did pay them directly. But the service was impeccable. I contacted Hotels.com and let them know about the situation and they were told by the Courtyard we were no shows since we didn’t call 24-48 hours prior to the reservation to let them know we wouldn’t be able to make that night. However with unforeseen circumstances, you can’t give that much notice. Hotels.com was unwilling to help us due to the fact that they had to adhere to the policy of the hotel. I even asked for just a credit to use for another booking since I had already paid $250 to them. However they said they couldn’t do anything at all. They were very sorry about my situation. So if you ever have a problem with your reservations or booking, don’t expect Hotels.com to treat you as their customer and help you. You might as well book directly through the hotel. I would trade great customer service and pay more for a room than for a discounted room through a company that has no intent or ability to assist, accommodate or simply just do right by a customer. Please think twice about using this website to book. All I wanted was a simple credit. And they couldn’t do that.
Big problems 1/5
Booked and paid a room for two nights. Arrived and hotel says no reservation. Later a message sent to hotel “FAILED TO INTEGRATE…” Not allowed to check in and it’s 5:30 pm and I am tired from driving all day. I tried using help function on app…it DOESN’T DISPLAY/LOAD on the app. Apparently this has been going on for several days?! Jeeez Louise! In this day and age this is ridiculous!!!
Not allowing to share room 5/5
By mad juju
When I go to try to share the room that I booked with someone else it just keeps popping off it will not allow me to share the room so that the other person can see what I booked can that be fixed?
Bad App 1/5
Do not apply
Difficult to make reservation changes 1/5
There is no option to personally make changes to your own reservation. I was trying to change my two reservations from pay at the hotel to pay now. Instead II am told I have to cancel my prior to reservations and then rebook them. When I cancel my prior to reservations I will be charged one night for each reservation. This is all simply because I would rather pay now versus wait to pay at the hotel. The app should be adjusted so that the consumer can make simple changes such as this one without being significantly penalized and charged. Moving forward, I will make my reservations directly with the hotel as I am starting to see that there is no difference in rates and when making changes it is so much easier to go directly to the hotel.
Untruth on you app 1/5
I won’t rate now but I hope you change some things. If site says hot buffet breakfast then that’s is what we should get. This is false advertising. No elevator. So you are ADA compliant
Ratings and reviews cannot be trusted 1/5
Hotels.com reviews cannot be trusted. They are suppressing my poor review of a hotel and will not explain why. I used to be a fan of the site, and it was disappointing to learn that hotels.com curates the reviews — and hence a hotel’s rating. This is in addition to providing no extra security to the customer by booking through them. Maybe the real entity hotels.com needs to please is the hotel, not you.
No customer service- just virtual 1/5
Can’t talk to a real person- no customer service
Login issues 1/5
Changed password and can login from browser but the app continually fails
Awesome. Don’t travel without it
Can’t get a refund 1/5
Followed all the rules, now fighting for my refund
DO NOT WASTE YOUR MONEY!!!!! 1/5
I booked a weekend stay from 8/19/2022 to 8/21/2022 for my family. It’s a week away. I had something come up with my job and tried to change my dates to 8/20/200 to 8/21/2022. This app company will not refund the one day. This company is a crook!!! They are basically steeling People’s money!!!! I will never ever use this freaking company ever again!!!!
Not helpful for finding help on missing rewards 1/5
I have missing rewards, I’m a opposed to receive double rewards for my starts ans im only getting one! I can’t find any help ans the virtual app is useless
Massive frustration 1/5
I have been using this app for years on multiple different cell phones and so far it always does the same thing. It constantly logs me out or says that I am logged out even when I am logged in. This forces me to find my password and log back in unnecessarily over and over again. There are just numerous small glitches like this in the app that make it frustrating to use. Today I booked a room and tried to use the double stamps coupon that was only supposed to be used in the app and I got an error message saying that it must be used in the app. I think most positive reviews are based on the reward system and the website itself which is great, but the app is very frustrating to use. The App drives me so crazy I would actually consider not using the website at all anymore as much as I like the rewards.
By I have an IPhone!!!!!!!
Customer service not helpful at all
If I could give this app negative stars I would. 2 days my booking still doesn’t show. Tried to share a screenshot of a price change to an agent and it kicks me out. Awful. Will be changing my booking.
Happy user 5/5
By rouge rocker
This is the only app you will need it is user friendly and saves time.
The worst 1/5
Was double booked and charged for a reservation. I did not receive a confirmation # for the bookings and the reservation doesn’t show up on the hotels.com app so I have no proof other than the the email and the double charge in my card. The hotel notified me upon arrival that I have 2 rooms booked. And that I cannot cancel because I have already paid for both. I’m trying to get this resolved through the apps customer service chat but I’m unsuccessful with out a confirmation #.
No contact options 1/5
There are no contact options. I need help with a booking and no option to write an email and the only phone Number that’s in the FAQ is disconnected!!! The phone symbol from the main page takes you to customer care but the phone number is missing there too. Unacceptable.
Sub par app 1/5
Been using this app for awhile, numerous times of being let down by it. Will no longer be using its servie, giving it 2 thumbs down.
Good deals but make sure your coupon codes don’t disappear 1/5
By 1111-too bad
I tried to use the app to take advantage of earning double stamps. Set up the reservation, added the code but decided to get a bigger room. Wouldn’t have thought that by selecting a different room the code would delete but it does! And customer service can’t help either once the reservation is complete. Much easier to check everything online. Won’t be using the app in the future.
Can not find upcoming bookings. 2/5
Try to load my upcoming hotel booking with hotels .com. Always got error message saying can not load.
My favorite travel app! 5/5
I love love love the rewards program they have! My husband and I travel a lot and we love the free nights!
Not optimized for iPad 2/5
Pictures of saved hotels do not match with the hotels saved. Pictures are scrambled. The pop up for dates coming up every time you click on the hotel is also very annoying. I should be able to “save dates” and have them stick.
Primera reservación y mal servicio 1/5
Pésimo el servicio la app modificó mi reservación y ahora tengo q pagar casi lo doble o perder el costo de la reservación
App only coupon is a scam 1/5
By Lab salmon
I’m trying to book a room through the app using a coupon code they just sent me. I’m logged into the app until I put the coupon code in and then it logs me out and says I must be logged in to use the coupon but every time I click sign in nothing happens. Thanks for nothing Hotels.com
Share property or map not working! 2/5
By App debug needed
The app immediately crashed and closed when I attempted sharing a property or map for direction. Guess what? The version of app has recently updated, however the issue remains unresolved FYI. Thank you.
Trying to connect with live agent 1/5
By Nancy Ronde
This is ridiculous. I asked help to sign in my account. The virtual kept asking me for information I had already given. Ignoring my request to chat with live agent. Very frustrating!
Easy to use and great deals 3/5
I love this app and can always find the best deals. The share feature crashes the app every single time you try to use it, please fix this and it’s 5 stars.
What's going on with the app?? :( 2/5
I have had my hotels.com accound for years, and I've been sing this app for years, too. It has been user-friendly and reliable, presenting clear information. Suddenly, this app is a mess. The room information is no longer presented in a uniform and clear way. Number of beds and bed sizes are no longer stated in all room descriptions. The app listed a room as "free cancelation" and DID NOT WARN ME THAT MY CARD WOULD BE CHARGED THE FULL AMOUNT IN ORDER TO "RESERVE" THE ROOM. What?! These changes are not ok, I do not want chaos and unpredicable factors inteoduced into my travel planning by HOTELS.COM :( pls fix this stuff, I don't want to have to switch to booking.com