Hotels.com: Travel Booking Reviews

This is a good app. Of the many app options to make reservations for hotel stays, this is Hotelscom that I keep on the forefront. I like the idea of narrowing the availability of hotels down to the area that I’m located in & once the hotels are done for the area Hotelscom will begin to venture to the outskirts of your location. Any questions or concerns pertaining to the booking are included on attached pages like room facts, requirements, small secrets, etc. The only thing that’s missing per hotel page is the actual hotel phone number but that’s easy to find through your web browser. Overall I recommend Hotelscom to many of my friends. Customer service is good, the agents are patient & give their REAL names, & will stay on the line until all concerns are dealt with; they make sure you don’t hang up unhappy, for the most part. The things that are out of their control like deposit reimbursement, a manager or hotel staff that refuses to honor the booking, a hotel that has overbooked but it doesn’t show on Hotelscom , etc. is just that, out of their control. But that’s just 10% vs. 90% of the issues and concerns that they can control or change.

I was just about to give up on Hotelscom completely! I stayed 10 nights, and was not able to get my stamps for any nights. However, I decided to call and no one was able to help me after constantly being hung up on. Then I decided to try the help chat and after an hour and a half of non stop transferring from one department to another. As well as constant disconnections I was just furious. Then finally, I was transferred to another agent Christine Joy C. it showed up as on our chat, and she literally fixed everything in under 10 min. I don’t see why any of the other multiple agents I spoke to prior was not able to do what she just did for me. No one was able to answer a simple question. Honestly a simple yes or no would have been suffice after an hour, but instead gave me the run around. I hate writing reviews, and truthfully I would have given Hotelscom and customer care a zero star rating if it was possible, but because I was actually grateful for her assistance I give you guys 5 stars and I will continue to book through Hotelscom for future endeavors.

I booked with this site all of the time. Yesterday, we arrived at our “hotel” at 6pm and they had no clean rooms. They actually gave us keys to a room that was being used! They told us to come back in two hours! I called the 800 number for help and was treated horribly by Bella a manager. She was rude and would not help. I understand we had a non-refundable rate and we would have stayed at our accommodation if they would have had a room for us. But they did not even though they kept claiming they did! Pretty unacceptable, there’s like 100 other sites like this I could use, but I’ve always used this one because I have never had a problem. On hold for over twenty minutes just to get transferred to someone who was completely rude and unhelpful. I still would like my full refund. A definition of a reservation is you have a room waiting for you since we already paid. People were coming in after us getting cleaned rooms and no one would help us out! Absolutely unacceptable!

Been using for 6 years. Gold level most months so I know how to use it and how to book and apply my rewards nights. Somehow magically after applying my free night and an extra night at regular price and submitting payment I was logged out of the system so it charged me full price and no free night which expires soon ( the only reason I'm using it.) I called and talked to 3 over seas reps, super hard to comunicate with, I was able to get a supervisor, just another waste of time, again I made a reservation "out of the system" and that's all I could get out of them, yet Hotelscom knew my credit cards, my info, my reward nights and of course I got the email with the conf # all of this while, according to them doing it without logging in, I tried to explain all this to all the reps to no avail, they could not do anything for me except to use my free night some other day so I'm stuck paying almost unplanned $500 and no one can do crap forme. Calling my bank see if that can just cancel the charge booking my free night only and dropping this clowns. I've easily booked close to 200 nights if not more and not once I've needed help, and the one time I get terrible customer service and useless options. Not worth the hassle. Booking straight with the hotel from now on.

I kept getting random emails saying that I had a reservation coming up in the very near future, could not figure out what it was referring to. Went to my mobile app under my bookings just to check, and this reservation is no where to be found. The email had a confirmation number and everytime I clicked on it, it took me straight to my bookings within Hotelscom . Still no reservation of the sort. So tried to use the chat option, and that was a disaster. Called customer service and it took 45 minutes before someone came on the line.
I told the representative why I was calling, and she was apparently seeing the reservation on her end. She said do you want to cancel it, and I said yes, but I did not make it. She said I was still in the grace period and wouldn’t be charged. I told her I better not be charged and asked her multiple times how the reservation was placed and each time she ignored my question. I am very suspicious that someone may be making these reservations that people are unaware of, then their card gets charged. BEWARE!!!
Very angry former customer

If you ever try to cancel a reservation or change it to one less day, good luck! The ladies in the Philippines will try to wear you down with phones they claim don’t work and they will insist that they must waste the poor front desk person’s time to “approve” a refund. Then after they spend hours of your time saying they can’t refund your money, they will finally get a hold of the front desk (most likely only if you are there to personally watch the front desk person receive the call). Then they will have their “approval” but they will tell you that you need to call back the next morning to get your refund. You will spend hours and your blood will boil because you can’t believe they think they can get away with such poor service. This is false economy at its best. Don’t get sucked into their scam if you value your time more than about $1/hour. Someone should file a class action lawsuit against these practices, but where? Who knows where these people operate from. They refuse to say where they are headquartered. Sleazy internet company b.s. Apple should require a physical address or not publish their app, IMHO.

They do a bait and switch they give you codes for extra stamps that you won’t get instead there system conveniently don’t show something that you know you did gold membership also a lie you never get the perks they say you will and when it’s something simple to fix they give you the run around so after many years of using the service and average 150 ish nights a year I will book one more night through them to get my free night which I should have already had then I will no longer use them or their parent company Expedia and I think the only way to stop these crooks these liars is by boycotting there services until they realize that the customer is what keeps them relevant DO NOT USE THEM THEY WILL CHEAT YOU IN THE END AND THEN ACT LIKE YOU DONT KNOW WHAT YOU DID. Oh the offer you a coupon for garbage because no place I stayed ever full filled the perks they claim you will get

Trying to talk to customer service has been the worst experience I’ve ever had with a company. I called in four separate times because twice the agent hung up on me when they didn’t understand my question instead of just telling me they didn’t know, after taking several minutes for me to have to spell out my email. The third time the girl had someone in the background telling her how to reply to me (I’m assuming she was in training) but then she said she needed my user ID, and when I asked where I could find that on either Hotelscom or website they couldn’t tell me. I said “okay, well that’s no problem but can you just tell me if it’s possible to get instant gold status like you advertise online?” I was told they could not answer that question for security reasons...lol!!! The fourth time I called and asked how to get instant gold status the guy responded with variations of “Do you need to book a hotel?” ????? Will never book another hotel through this company because I can only imagine the nightmare of calling in if something went wrong. Do yourself a huge favor and book through the major chains’ apps, as they will always be cheaper. The only way apps like this or Expedia is cheaper is on local, non-chain places.

This by far will be one of the easiest reviews to write. My husband and I stayed a couple of nights at this resort and will be recommending it to all my family and friends. It absolutely is a gem. The rooms were nice and clean, the personal touches(fully stocked mini bar), was outstanding. At first we were a little Leary with it not being a large place but the staff, especially Alida and her daughter Alida, made us feel welcomed, and safe. They were extremely helpful and ALWAYS made sure we were taken care of. The on sight restaurant was excellent!!! The food was delicious, and they too met every need and/or request. We really, really felt welcomed and very well taken care of. I actually hated to leave. Staying there was the absolute highlight of our trip to Puerto Vallarta and an all around great decision I will definitely miss you all and hope to be back soon. Pam&Joseph W., Chicago, IL.

The website is good. I’ve used it before and found good deals. There is a bug in the search bar however. User are unable to “sort” the listings using Hotelscom . Listings appear in list format according to apps recommendation? So basically, if you want to search for a room based on price, rating or distance you are out of luck. Hotelscom has the built in sort feature, but users are unable to apply preferred sort options. I would just stick to the website platform. App has been botched recently. Do not download. Hotelscom accepts money from hotels to have them appear at the very top of your search results. Despite your financial or logistical preferences. TLDR. Hotelscom displays at the very top of search listings the hotels it receives money from. searching specifically by distance or cost is not an option on Hotelscom .

I am a gold member and I’ve rented hundreds of hotels through Hotelscom but when I rent a hotel room off of their app that has lost their business license due to prostitution and I request a refund because I was not able to even stay the night there and had to book another room and their records can verify this they told me that they had to speak to the people at the hotel room before they could grant me a refund. Funny thing is they’re never going to get a hold of them because like I said above the hotel has been shut down and has lost their business license .For this I would give them zero stars if that was even an option, the responses I get in my emails make me wonder about the intelligence of the people who typed them. I’ve told them numerous times that the hotel is not going to answer the phone because they are out of business and they still tell me that they have to speak to somebody at the hotel room to refund my money I would’ve been better off setting my money on fire and watching a burn. Anybody that sees this review believe what I say and do not use Hotelscom. Jared Fronek Hall of Fame Moving

I used Hotelscom to book an appointment with Hilton in Orlando and it went through. However I could not find this reservation in my app regardless of signing in and out multiple times. I could see all my previous reservation and cancelled reservations but just not this one. I could not cancel this reservation on Hotelscom at all. When I tried to browse through the email list to find the reservation information, I found my email was completely filled with Hotelscom’s advertisement and the useful information was overwhelmed. It was until the last day did I finally receive the confirmation saying that I have an appointment on the next day. I called their costumer service for 3 hours and they determined that not being able to see the reservation on my app is not their problem and processed my cancellation with a full charge of the booking. They agreed to give me an explanation but later on just told me that they cannot help me further with vague words and prevarications. There was not even a promise to improve the mobile app to avoid this kind of issue. Their attitudes are truly unhelpful and disappointing. I will never use Hotelscom again.

Great app. Easy to use. My only complaint is that if you want to change your booking to a different hotel, you can’t do it online - even if you have a fully refundable booking. My experience was I was required to call customer service. When I called, for the new hotel I wanted to book they were showing a substantially higher rate than what I was seeing on Hotelscom . So I opted to do it myself online by just canceling the original booking and re-booking it at the better rate. It would be easier if I could just have an option to change my booking without all the machinations of cancellation and rebooking. If I must call customer service, then surely they should offer me the same prices that I see online, not higher prices. Anyway, apart from that, great app!

I have never seen the worst customer service like this!!!
I have booked a room on January 14 till January 15 by mistake I wanted to book my room on January 15 till January 16 the minute that I made my mistake I called and asked to change the date just for an extra 24 hour which will be January 15 to January 16!!
I called about 3-4 times and they keep telling me to wait and wait and wait and then when I fed up I called the last time and then at the end they tell me that you will need to book another room in FULL price because we can’t change the dates for you even if it was just for the extra day..!!!!!!!!
This is the most ridiculous I have ever seen like this before. I’m never coming back ever again or dealing with Hotelscom again!! I DO NOT recommend Hotelscom to nobody because they just take their money and go they don’t care about any situation or whatever cost.. I am highly disappointed I have been with this ad for years and just for an extra day they couldn’t change the date and wanted me to pay a whole Nother price for no reason.

I had reserved a room for 2 nights, just in case I needed the 2nd night. It is currently 10 days until check in. Tried to modify it on the website, I couldn’t because there was no room available. Umm, what? Called and I talked to someone. She stated that there were no rooms available to make the change. I wasn’t trying to add a room or a night. I was trying to get rid of one. She offered to call the hotel to see if they could modify the reservation. She came back on the line to tell me that they were unable to change it. Something wasn’t sitting right. She kept wanting me to either change hotels or cancel my entire reservation. I ended up calling the hotel directly and spoke to the same woman that the woman from hotels spoke to. She immediately told me that there were rooms available and that she could have changed the status. I ended up directly booking with the hotel, for less money than through hotels, and canceling my booking through hotels. I’m sorry, but I am not going to pay an extra $250 because hotels didn’t want to help. Awful customer service!!!! Will not be using again!

You want people to right reviews as you request them quite frequently. It would be nice if Hotelscom does not reset in the middle of writing a review. I I leave Hotelscom to check a picture or to get/confirm a detail on my review everything O types and even the selections I made are all gone. This is very irritating and makes people not want to start over. You are actually causing people to not want to leave a review because all the details they have typed are lost. What happens when your 99% done giving a ton of detail and some one called you. All your hard work is now gone. Fixing this EXTREMELY IRRITATING problem should be addressed immediately. I even tried to make a review during down town when waiting to board, sitting on a train, etc and it would be nice for my info to remain so that I can review and continue later. Again everything disappears you really have to fix this problem. Trust me your rate of receiving reviews will go up substantially!!!

Standards of the trade itself are not upheld and this leads to major stress attacks on body and beingness.
Lack of respect and integrity for ones time.
Uncaring. Will pass you off to another agent over and over until you give up your asking for a refund for a stay that was not completed due to hotel being unable to provide room that was a non smoking room. A stay where you did not stay.
And, they’ll refuse to offer any kind of compensation for taking hours upon hours of your time. Or, they’ll off $10 when you were into communication repeating the issue over and over as they continue to pass you off and make you start again. This is an insult. It’s intentional and it’s force upon a being that doesn’t need the stress and damage to body and self.
And, they don’t care. I do. Others do too. I’m not the only one frustrated and angry at their lack of proper customer support.
8 days and fight of 10 hours in having to get a refund for a stay where I was unable to stay. Something that could have been taken care of in a matter of minutes and the customer followed up with in a way that alleviates all the burden and responsibility that is not of the customer but for the “customer service” agent with the PAID job.

Sad.

I have been using Hotelscom for years! It’s super convenient. I use it on the go on road trips and can find hotels near me easily always at theBest prices! Booking is super fast. I have earned many hotel rooms over the years. Not many sites do that!They had a glitch last month and I was worried they were down but it was only temporarilyProbably due to Covid as most businesses. They came back with a new website now that’s even easier to navigate! I have spoken with customer serviceBefore when I’ve made an error and they fixed it quickly. Not sure what people are complaining about? There has been a pandemic going onAnd the hotel industry was affected greatly. Cut them some slack! They will take care of you!

I tried to book a room. I get to the payment and see there is now an option for Apple Pay... except it didn’t work, because my “shipping” address doesn’t match. So, I thought I needed to update my account. Can’t get directly to my account - had to back all the way out of the booking to get to my account. Turns out, there is no way to enter your physical address to the account! So they have Apple Pay option, which is impossible to use!!!
So, I go through everything all over again to book the room and pay with card - that still works. But, you are on the page of booking confirmation and to get back to home, or anything else, you have to tap back... back, back, BACK AGAIN! Why?!?
So then I go to send feedback... get half way through and there’s a pop-up to let me know the booking has been confirmed. Why?!? So, I click “ok” and it sends me back to home! Everything I typed into feedback is gone! WHO DESIGNED Hotelscom?!?!?!?

I booked my hotel 2 days in advance, and when I arrived to my hotel ( after driving for 10 hours straight and only slept for 2 hours ) they did not have my reservation. I showed the confirmation number, my ID, and the front desk person sent me to the same hotel down the street to see if my reservation was over at that location. Went to the second location he told me he didn’t have it and on my reservation it said that it was addressed to the first location I went to. So I drove back to the first location and the front desk lady was arguing with another customer saying she couldn’t find his reservation even though he had booked it a week in advance. Then proceeded to tell him that they had no rooms available and that there was nothing she could do.

And mind you I came to this hotel wearing a mask ( due to coronavirus ) and there were signs plastered all Over the place saying “ no mask, no service” but the front desk lady wasn’t wearing a mask or gloves. No hand sanitizer anywhere in sight.

I am 20 years old so booking a hotel is quite difficult since most places you have to be 21+. I like how in Hotelscom it tells you the min booking age. I go to book a 18+ hotel, everything is paid for, I drive 10 hours to the hotel, go to go check in and the min check in age is actually 21+ when it clearly stated on Hotelscom it’s 18+. I call customer support and it took 3 hours. The rep said he couldn’t find anything. I only talked to this guy maybe 30 mins out of the whole 3 hours. The rest of the time I was on hold. During this time I had time to drive around, get a coffee, look up another hotel that was walking distance of the one that I couldn’t check in to, call them and ask if they take 20 year olds, got it confirmed, and was still on hold. The guy said he couldn’t find one thing. So I told him I found something and that took forever to book. I check in to the hotel and the woman behind the desk says the same guy I worked with was not professional with her either and kept making her hold too! He told me there was only 1 room available, which happened to be a downgrade of what I had booked before. But when I go on Hotelscom to see what was available there was a room equal value to what I had originally purchased. So I wonder if he lied to me or if Hotelscom did again. Regardless I will never use this horrible garbage app again.

I have used Hotelscom many times, and while one free night stay for every 10 nights of the hotels that are average together and dollar amount is pretty good, what isn’t good is how whatever you book can be changed through the system into something completely not what you’re looking for. Unfortunately you don’t find this out until you arrive and you can’t cancel. For instance I ask for a non-smoking one king bed and book that but yet can only get a double queen or double double bed room only. Or you order your room the way you think it should be and for some reason their system tells the hotel that you want and accessible room for someone who is handicapped. Got lots of problems when it comes to what you want and what the system tells the hotel you asked for. If you’re going to use Hotelscom when you book something call the hotel directly make sure you’re getting what you asked for and always make sure that you have a way to cancel your reservation my latest experience with Hotelscom has proven to be very extremely disappointing. Good luck to you guys out there! There’s not a whole lot better.. if there is, I’m open to a suggestion? Thanks again.

Pricing is higher than actual hotel listing and other listings on web. So the “free nights” that are part of the your rewards is being paid for over the ten bookings. I find that very disappointing.

There is no filter for two beds. Just two people so every time I go to a hotel I have to continue to click and search to make sure I’m getting a room with two beds.

Every time you click on a hotel to look At the details and then inevitably go back to map because it isn’t what you need the map reloads. Making it very difficult to differentiate the hotels already looked at to those that you haven’t. If I focus on on an area it should stay in that area.

The lack of customer service I received was horrendous. I booked a hotel and chose the "pay at hotel" option. The fine print on this site was I would be charged the day I checked into my hotel, which was going to cost me $233 a night not including their taxes or fees. I went ahead and booked it, was excited and had it all planned out. 3 days before my check in, I got charged $233. This put my account NEGATIVE OVER $200 b/c I didn't have the funds in there yet! I called cust. service to see what happened and the Rep told me since it was V-day weekend it was charged 72 hours early? That was NOT disclosed or on the page. She pretty much told me too bad so sad and when I was trying to figure out a solution b/c I literally did not have the funds in my account and they charged my card without authorization for that certain date. She kept interrupting and talking over me saying "I'll cancel your booking I'll cancel your booking." THERES NO REFUNDS WHEN YOU CANCEL ANYWAYS! Will never use again. They mess up, they don't help. You're SOL.

As of right now I am very frustrated with Hotelscom . I have signed up, reserved a hotel, I have a confirmation number, and everything I need. However, when I try to login to Hotelscom , it won’t let me. I have tried every possible email or password it could possibly be, and none of them work. Including the one I booked my room with. It has somehow magically disappeared. I can however type in my last name, and confirmation number, and everything pops up. But even in that area, I cannot find any information as to what they have me signed in under.
After looking through all of the options trying to figure this out, I found the customer service section. It is an absolute waste of time. There is no where I can find that will give me a place to either email, or a phone number to call, and speak with someone. So as of right now, I am going to give this one star because I need customer service and apparently I can’t get it. Other than that, the booking went smooth.

Have used Hotelscom in past with better results. Latest attempt found it reasonably easy to book and pay with Apple Pay, BUT, was unable to transfer the reservation ‘card’ into wallet even with multiple attempts. Called and was told it was because I hadn’t signed into app. (No problems in past and doubt I was signed in then.) Had reservation cancelled (As suggested) and rebooked after signing in, as suggested. Still unable to make transfer. So, now have part of reservations for upcoming trip in Wallet and part not, essentially defeating purpose of Wallet. Further, some of previous trip stays are in old results, but most not. Of reservations for upcoming trip made previously, none were listed in Hotelscom . When searched for, got very erratic results. It appears Hotelscom has been improved to the point it’s no good anymore.

I don’t mind using Hotelscom to search for hotels. I actually like being able to see the pictures and read about the amenities. I also enjoy the ability to find deals. What I really dislike is that it NEVER retains my confirmed bookings! Even if I've booked a hotel and received the confirmation email, Hotelscom doesn’t retain this information, for some odd reason. It gives me this message: “We can’t find any bookings for you. If you think something is missing, tap ‘Find a booking.’” This is regardless of whether I try to search for “Upcoming Bookings;” or “Completed Bookings.” Then I must go through all the trouble to “Find a booking,” type in my last name; track down the confirmation number; enter it and search for the booking. Every. Time. This is despite the fact that I am signed in to Hotelscom . It’s EXCRUCIATING and extremely frustrating! WHY??!!!

I never write reviews but Hotelscom was very frustrating when it came to customer service. Hotelscom itself was okay for what it does but speaking with some of the workers at the hotels the actual room prices are cheaper than when you book them thru Hotelscom. So the “free nights” is actually payed for from the extra charges (which in my case didn't even work). Which brings me to the customer service part, when trying to talk to customer service about redeeming my free nights it was a long wait with someone trying to find out a solution to something that took forever and never got resolved. On top of that (could have just been my experiences) but it seemed every person I talked too either had broken English or a heavy accent. If you download Hotelscom you’ll most likely be okay as long as you don’t expect the free nights and never have to talk to customer service. Good luck!

I spend a bunch of time in upstate and downstate New York. I use hotels because I like getting the free night every ten. And they keep me loyal because of it. But when I do a search on Hotelscom and find hotels, I am noticing I do not always get shown ALL of the possible hotels available. However, when I perform a google query for hotels near the same landmark, many more options appear. Then I think well they are just not listed on hotels. But then when I look, there it is along with all the others. And when I click through google on the hotels option, it brings me to my date and time for a closer hotel than the one I got handed when I did the search through the hotels app. Then stupid me I book it at hotels even though they did me wrong. This is the last time. If I get burned again, I am using my free night I earned and ditching hotels forever.

I have used so far almost only the web portal, it is simply more practical due to the screen size (and I have an 8 plus..)
Once a reservation is finished and confirmed it would be nice to have 1) the possibility to add the reservation to calendar, 2) the reservation page should be closed and return to the home page - which is quite important since the confirmation email doesn’t arrive immediately and if you leave Hotelscom and come back to it, it still shows the reservation page, with a not yet finished reservation.

Moreover it would be nice if the search by looking at the map could be updated when the map is moved, so that one can check other neighborhoods in more detail or close-by suburban towns close to a big city. Essentially a “search here/nearby current location displayed” like Google maps offers.

If these features were implemented, I would give it a 5 stars.

And BTW: why not add Touch ID/Face ID login for added security (2 factor authentication is missing btw) and the possibility to pay with Apple Pay from within Hotelscom .... ;)