161 Reviews For Hotels Com, L P Headquarters & Corporate Office

Terrible Customer Service

Hotels. Com is a good discount hotel site as long as everything goes smoothly and there are no issues with your stay. In the event there are issues, customer service does not exist! They really need to start respecting their customers if they want to move to the next level.

Getting worse and worse

Long time customer, but the service is getting worse with every day. The agents are not knowledgeable and helpless. Cheating on numbers of hotel stay in order to get 1free night. There is no way to reach anyone on US soil. The all services are located in So America, Philippines or other countries.

Problem with gift card can't get resolved

I bought an e-gift card from hotels.com and due to my fault the gift card number was compromised. I called them on January 13th to cancel that number and get a new number. After two hours of being transferred between the gift card department (a separate company) and the customer service department they "froze" the card. Now no one knows what that means and it is January 21st and I haven't gotten my new number.

over priced

Hotels.com wanted to charge 130.00 a night the hotel directly charged me 95.00 a night!!!! Hotels.com is just upping the price and keeping the rest!!!!!!no benefit to anyone!!!!! You can contact the hotel i stayed at comfort suites in Houston by the gallareia they can tell ty the same!!!! I paid them instead of hotels.com

will NEVER book through here again. EVER

I booked a room online and everything went well, but i had an amergency and cancelled well before the 24 hr deadline, but i was still charged for the room. I contacted Hotels.com and got the run around. They said that they did not charge me that it was the hotel itself?? I contacted the hotel and they said that i would have to go through the website to get reimbursed. After days and days of calling and being lied to by the website i finally gave up. I was told that the supervisor would have to reimburse me my money and I'm still waiting on that call from 6months ago. Worst website EVER!!! will NEVER use again and warn you as a consumer to not use EVER as well.......

False Promotion

Did not honor the stay 10 get 1 free promo. When we tried to rectify we were hung up on 4 times. It took 2 hours of persistence to finally get what I think is a continued runaround. I believe they were hoping we would go away.

Hotels.com credit card was declined!!!! My husband was sitting in the hotel lobby waiting to get a room. Thank goodness the hotel was at least nice and gave my husband a room and said they'd deal with hotels.com in the morning. What a joke we will never use them again. Or refer ANYONE to use this company!

Horrible Customer Service

There's an option to manage your bookings online, however, how can one do that without a password. I have been trying to get this resolved for months and spent countless hours talking to the offshore customer service agents without avail. They simply don't care and just hang up on you. The US agents almost yelled at me and transferred me. This is such a simple request and yet nobody can help. Absolutely horrible customer service. Will cancel my reservation and go to Expedia instead. Good riddance!!

no reply

In April hotles.com charged one of my credit cards a significant amount of money only to take it back off the same day. I have tried for two months to find out if this was a typo or someone had my credit card number. I have had to change credit card numbers and worried someone had breached it. I have spoken to hotels.com at least 6 times with the standard reply of we will call you within 72 hrs of course this never happens. This is an affiliate of one of the major travel companies, so you may want to make a note not to use them.

customer service

This is a horrible site to use!! Customer service is so rude and if they do not have an answer for for you they will just hang up on your!!! A poor way to do business!!!!


Booked a hotel in Orlando for one price and when I looked at my itinerary I was being charged a totally different price called the customer service only to be hung up on twice by a supervisor never again will I use this site or recommend it to anyone

Bad customerservice, will never use this site ever again!!!


Hotels.com is SCAM PLEASE DO NOT USE THEM- i BOOKED A ROOM CANCELLED WITHIN MY TIME AND WAS DRAFTED-The manger then tells me that I would not be able to get a refund and hangs up in face

Ripped off twice in 20 mins

I called to book a reservation with hotel.com and without being told of a prepayment I was charged for two hotels that I was asking about for the same dates. I have dealt with many online travel sites and have never had someone rip me off like this. Supposedly they will return my money in 10 days. I would not recommend or use this site ever again.

Surprise for me

I came to the site to get information to register a complaint, but I see this is no surprise, there are nothing but complaints. Hello Choicehotels.com goodbye Hotels.com


I booked 4 hotels in india and drew in springfield office was great . he took care of a price issue with one hotel and unfortunately the confirmation came through with the old price. I tried to have it corrected and that is when the nightmare started. four hours later and only getting people in the phillipines I was no farther along so I cancelled all the reservations. the phillipine office workers did not understand the issue. did not understand how to deal with a problem, did not know how to contact the US office or would not tell me, nor would they let me speak with a supervisor. A very bad experience for sure.


I join the several others who have complained on this site about their experience. Mine was a very simple request - to segment my bill into two so that I can expense 1 of the 2 nights booked. Hotels.com refused. I also checked the prices against other venues and I think I will end my many year relationship with Hotels.com.


FYI you cannot cancel any days on your reservation or get a price match for any part of your reservation less than 24 hours before the first day. I booked for multiple days and realized that the price through hotels.com was 30$ more per night. I couldn't get this pricematch for any part of my booking. The customer service people and "managers" were like automatons and respond with the same two lines the whole time. This is a scam! You would be better off calling the hotel directly!

they suck they are sammers

Terrible Experience

This was a joke of a stay and I was unfortunately tied to this place for five nights due to the CoSIDA Convention. First off, they falsely advertise a $12 roundtrip shuttle service. Instead, when I asked for the service, they offered a cab service which was $12/one way. It is like a renting out an apt. for the week as you are responsible for everything. Housekeeping (fresh linens, etc...) are $50 extra unless you stay for two weeks. I spent over five hours on the phone with their headquarters and hotels.com (company I used to book) and was told canceling is an option if I did so at 10 a.m. the next morning (staying one night). I did this and booked another hotel only to find out in the morning that this was no longer the case and in fact, I would be charged for all five nights there regardless. Overall, it was an atrocity and I will never recommend this place or use Hotels.com anymore.

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