Shame on you Hotels.com for being affiliated with this hotel. We turned around and left before even checking in. When we arrived, there were three police cars responding to an incident across the street of the hotel, drug dealers, drug users and prostitutes right outside. In the 15 minutes while we were on the phone with Hotels.com, several prostitutes entered and exited guest rooms.The hotel attendant was in a bullet proof, plexiglass cage, presumably for safety reasons. Needless to say, we did not stay there. Our safety wasn't worth it. Hotels.com refused to refund the charge because the hotel operator didn't want to refund us. There was an assumption of safety when booking with Hotels.com but apparently they do not perform their due diligence when they partner with hotels. This has completely changed my perception of Hotels.com. Be cautious when you book through them, they do not have your back. Tip for consumers:Booked a night at the Red Roof Inn in San Bernardino, CA through Hotels.Com and couldn't even stay the night, it was too unsafe Products used:We didn't end up staying there, it was too unsafe Service Value Quality Date of experience: January 10, 2025I was a very loyal clients since late 2016 with more than 30 nights in average booked per year. Hotels.com used to have "free nights" system: you book 10 nights and you receive 1 night for free (for the average check you've spent). This month all my 3 free nights with the average $180/night disappeared while they switched to another loyalty scheme "One KeyCash". All I got is $45 in total! I requested an explanation through that Customer Support Chat option but received nothing back so far. SHAME! Products used:Rooms reservation Date of experience: November 19, 2024The hotels.com site lists details included with the reservation price that aren't added to the confirmation receipt. This leaves the customer having to later argue with the hotel to get what they thought they had. For example... I booked a Kimpton Epic hotel stay for 1/1/25 - 1/4/25 for a high floor bedroom suite king bed room. The confirmation receipt has everything noted but the high floor request, which was the major reason I'd booked through hotels.com. The hotel said they couldn't guarantee the high floor so I canceled the hotels.com reservation. I brought this to the attention of a hotels.com rep years ago and I see it's still a problem. I won't do business through them again. Service Value Quality Date of experience: December 3, 2024I made a simple room booking date error and immediately called them to change it and they refused! I am out $138 because this company is nothing but a rip-off. I even purchased the useless "travel insurance" that didn't help out either! It is totally not worth the money saved when they don't care about the customers. Service Value Date of experience: October 23, 2024I booked a non-refundable hotel on the hotels.com platform. After checking in, we discovered that the room did not have the promised hot water in the shower, nor the refrigerator that was in the posting, and it was infested with mosquitoes. The "private" room also had some sort of trap door in the wall that lead to the neighbor's room. Highly unsafe and not secure. There were no other rooms available that night to move to. The next morning, we discovered the hotel had been misrepresented even more in its listing on hotels.com. There was no shared kitchen to prepare our food as advertised. Unsatisfied with the misrepresentation of this hotel, we asked hotels.com if we could check out early and be refunded. We had only stayed one night out of a seven night booking. Hotels.com said only if the hotel approves it. The hotel manager told me he would refund if I just contact hotels.com. Hotels.com said they spoke to the manager and he would not refund it. So, neither one wanted to refund and we just got to give our money away to a company that is allowing hotels to misrepresent themselves and then not holding them accountable at all. Clearly completely on the side of the hotels and not at all concerned for the well-being of the guests. I've used this platform for years, but am so disappointed and afraid to ever book there again as I can't seem to get a straight answer from hotels.com where the line is. But it seems to me that if you book a room and it turns out to not even exist once you show up there, hotels.com still won't refund you. Service Value Returns Quality Date of experience: November 4, 2024I had a recent problem with Hotels.com and it ws not resolved because they do not disclose information on policies and procedures THEY have prior to booking a hotel room. Complaints about Hotels.com should be made to: https://www.usa.gov/travel-complaints. Also, it's a Texas company and complaints should also be made to the Texas Hotel & Lodging Association, Email THLA. Complaining to Hotels.com won't solve anything and they will continue their deceptive trade practices and more people will be harmed. Tip for consumers:Read reviews about Hotels.com. If you have a problem with them, don't bother waiting for them to actually fix it. Complaints about Hotels.com should be made to: https://www.usa.gov/travel-complaints. Also, it's a Texas company and complaints should also be made to the Texas Hotel & Lodging Association, Email THLA Products used:I now book directly with the hotel Service Value Returns Quality Date of experience: October 21, 2024Warning do not conduct business with HOTELS.COM. You would be better off calling the hotel or rental car agencies directly, rather than going through HOTELS.COM. If you pay for anything directly through them (HOTELS.COM) and something out of your control occurs, the hotel or rental car agency cannot reimburse you because you have paid through a third party. If you contact HOTELS.COM and explain the issue, they will send you on a run around. They will claim the car rental company or the hotel you paid for is responsible. When you contact the rental car or hotel, they will tell you they cannot reimburse you because you paid through HOTEL.COM. They both agree that money should be refunded but neither will pay. They will simply take your money, and there is nothing you can do about it. Service Value Shipping Returns Quality Date of experience: October 10, 2024Do not purchase a gift card from or for this company. You will be unable to use it for anything. I am out $500 and left with a useless gift card. Do not use them! They stated did not have a gift card available to use when my balance on their own website shows it has not been touched and there is still $500 on the digital card. Products used:None Service Value Returns Date of experience: September 12, 2024Very bad experience. Never book true hotel.com never respond and then by the time u talk to someone is already to late to change or get refund. Date of experience: October 3, 2024Give fake pictures of rooms to pick room.for there bullet holes roaches and don't stand behind travelers insurance. Days Knoxville TN,look for yourself Date of experience: September 4, 2024One key cash is bull$#*!. You make a reservation on line wanting to use one key. However they do not apply and when you contact them they say to late Service Value Date of experience: September 23, 2024I would choose almost any other company to book your stays through moving forward. They have changed a lot and don't have much to offer as a differentiator anymore. The rewards program is weak now. And they have started really jacking up rates for their commissions. You can get a better rate just booking directly with the hotel in most cases. On one of my last stays #hotels.com charged me almost $100 more than what the hotel was offering direct. I only discovered this when I asked for the folio at check out. I have been a long time customer for work and pleasure. And in one customer service interaction that was quite frankly disrespectful in my opinion, they have lost a customer forever. Date of experience: July 15, 2024If you need to change anything about your reservation or you experience a problem, brace yourself for zero help, three-hour wait times on the phone, and absolutely no reimbursement. All this platform does is help you compare prices. Reserve rooms, cars, etc. directly from the providers and avoid the hassle of dealing with a dishonest company that provides zero value. Just look at their social media accounts, all of them semi-abandoned and flooded by complaints from disgruntled users plus the occasional anonymous, copy/pasted response inviting people to contact them privately (don't bother.) Tip for consumers:It’s amazing that this company is allowed to continue operating in light of all the people they’ve burned. Just look at their social media for new daily examples. Service Value Returns Quality Date of experience: July 2, 2024Je ne vous recommande pas du tout hotels.com, nous avons dû annuler notre voyage puisque notre vol a été $#*!é de 2 jours et ce, la veille de notre départ. Par conséquent, j'ai donc contacté directement l'hôtel afin de les aviser le plus rapidement possible de l'annulation de notre réservation de 5 jours suite au changement d'horaire de la compagnie aérienne. L'hôtel m'a précisée qu'elle a pris en note notre annulation et que le tout était remboursable mais que je devais aussi aviser Hotels.com. Ce que nous avons fait à l'instant.suite à de nombreux échanges. Hotels.com me dise qu'ils sont incapables de rejoindre l'hôtel et que malheureusement le tout n'est pas remboursable suite à cela. Après avoir encore une fois contacté Hotels.com via Chat, ceux ci me confirme qu'il n'y a pas de problème et qu'il me rembourserons. Nous étions heureux et saluons le professionnalisme de la compagnie.24 hrs plus. Voilà que Hotels.com nous mentionner qu'il ne rembourserons plus! Même avec des preuves à l'appui que nous avons reçu la confirmation de l'hôtel de l'annulation et une preuve de la discussion que nous avons eu avec Hotels.com qui autorisait le remboursement… iIL REFUSE L'ANNULATION ET LE REMBOURSEMENT D'HÔTE! Nous sommes plus que déçu de cette compagnie et nous ne vous la recommandons pas du tout. Cette compagnie n'a pas à cœur le bien de ses clients et se lance la pierre sur l'hôtel en question (qui elle, autorisait l'annulation et le remboursement) La pire compagnie de location d'hôtel que je connais. A ÉVITER! Service Value Shipping Returns Quality Date of experience: October 29, 2024Horrible place! Swamp swimming pool! Sewer from the restaurant and hotel! Drung deals and trash everywhere! Hotels com used miss leading pictures and over charged! I asked for a refund and was denied on both ends! I will be calling code and the health department of Austin! Thanks hotel.com rip off! I uploaded pictures of what they said it was compared to what it really was! Service Value Shipping Returns Quality Date of experience: May 27, 2024Do NOT USE! Booked TWO rooms but charged for THREE! Neither HOTELS.com or hotel will refund for the extra room! Again, do NOT USE! Service Value Returns Quality Date of experience: September 18, 2024I have screenshot evidence of the price quoted for a hotel, and was overcharged. The customer service agent at Hotels.com however says they are not authorized to correct the price charged as it is an email confirmation. Dont trust the website.. Date of experience: August 28, 2022Read the "small print" section or you may get extra charges, such as parking even if you put free parking in as a filter. On hold over an hour for customer service and no help resolving an issue with the hotel booking where the hotel was not as advertised and we were waiting over 45 minutes and still not able to get checked in. They said they can't refund charges if the hotel owner refuses. We used to use them all the time, but no more. Tip for consumers:Read the small print section and don't trust the filters to be accurate. Service Value Returns Date of experience: May 28, 2021Not sure why the ratings are so bad. What seems to be the problem? My experience was always great. Been using Hotels.com for years and booked up to ten hotels during that time period. Like I said: Never had any problems. Date of experience: February 7, 2017I've been using Hotels.com now for many years to find great deals on hotels. The system is easy to use, provides detailed information on each hotel, and generally finds the best deals I've seen from any other online booking site. I've never had an issue with my bookings. I've been able to change bookings without any hassle whatsoever. Not sure why the negative reviews here, but I've not had any bad experience using this service. I will say that I am not happy with the recent change to OneKey rewards program. Previously, you only needed to book 10 nights and then you'd receive one free night at the average cost you paid for those previous 10 nights. I just returned from a trip that was 10 days at an average of $175/night, and I have "OneKey cash" worth $40. It's really bad. Products used:Online hotel booking. Convenient, easy to use, and good prices. Service Value Quality Date of experience: September 9, 2023With 4 day out to my travel date I found the booked hotel 30% cheaper somewhere else. The no hassle portal at hotels.com allowed me to submit my claim and I received a refund withinb30 min. No ifs or buts. This is in line with their overall quality of customer service! Date of experience: October 18, 2020I am using www.hotels.com for several years now. They have a wide selection of hotels at very competitive rates with other hotel booking websites. The guest review are accurate and helps me in my decision to book a particular hotel. Their hotel rewards for one free night after ten hotel nights is a plus factor why I book with them. Date of experience: March 20, 2017Have been using hotels.com for several years and have not had any problems booking my hotels with them. The web site is clear and concise, information needed for one to make a wise decision about a hotel is provided. Prices are competitive, and sometimes bargains can be found. One advantage of booking with hotels.com is that for every 10 bookings made you receive one night complimentary based on the average price of the 10 previous stays. I will continue to use this web site and hopefully future bookings will be as uncomplicated as in the past. Date of experience: March 6, 2015Great site for hotel deals, but you may not always find the best deal here. That's ok, because they will match the price. Once had a problem when I made the reservation and the hotel was sold out, and they upgraded me to another hotel. Very good customer service here. Would definitely go back next time I need a hotel. Date of experience: November 30, 2013I like to take advantage of award travel, but when I travel it's not always possible to stay withint the same chain. Hotels.com is good: 1) it shows me hotels I have never heard of, that are interesting; 2) their reward program is very good, one free night after 10 stays, and they average the prices, and 3) you don't have to stay with one brand to get rewards. They do charge the money to your credit card right away, but you have ample opportunity to cancel the reservation and get a refund if necessary. They also show more than one type of room for each hotel. My friend and I have been using it for years, with good results. Tip for consumers:Prices quotes DO NOT INCLUDE TAXES. Service Value Date of experience: September 5, 2014