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App name
Hotels.com: Book Hotels & More
Description
When you’re ready to travel again, the Hotels.com app has everything you need to book the perfect place to stay. Plus, our app is your perfect travel companion. Not only can you book on the go, but you can also change or cancel your booking and contact the property directly from the app. That’s not all! You’ll find everything you need to make your booking stress-free and your stay even more enjoyable. SAVINGS & DEALS • You can instantly save an extra 10% with Secret Prices** on our app • Use our “Tonight’s Local Deals” feature to save on last minute bookings GET REWARDED WITH HOTELS.COM REWARDS • Collect 10 stamps, get 1 reward*** night! Collect a stamp for every night you stay at 1,000,000 eligible properties worldwide • Get handy notifications as you progress towards your reward night • There are no blackout dates to redeem your reward night • Silver and Gold members can enjoy extra travel benefits at VIP Access properties FIND A STAY THAT’S RIGHT FOR YOU • Explore our range of apartments, holiday homes, resorts and more • It’s easy to search for properties with our in-depth sort and filter options • See the property’s location at a glance with our map view • Read verified guest reviews • Compare the features and prices of your favorite properties you’ve saved FAST, EASY & SECURE BOOKINGS • Pay now or later – you choose whether you want to pay online or at the property • Save your payment details securely to book future stays even faster • You can use Apple Pay® to book your stay ENJOY YOUR STAY • Use Siri shortcuts to quickly access your booking details • Get booking confirmation and check-in notifications *Free cancellation on most hotels. Some hotels require you to cancel at least 24-48 hours before check-in. See property pages on app for details. **Secret Prices are available to Hotels.com app users, Hotels.com® Rewards members and individuals who unlock Secret Prices by subscribing to Hotels.com by email. Available on selected hotels and selected dates only. Subject to the full terms and conditions https://www.hotels.com/customer_care/terms_conditions.html ***Hotels.com® Rewards is open only to individuals who are eighteen (18) and older. When you book and stay 1 night at eligible properties, you’ll get 1 stamp. Collect 10 stamps and you'll get 1 reward night to redeem at a Hotels.com® Rewards eligible pre-pay property (as identified on site). A redemption fee applies to each reward night, unless redeemed on the Hotels.com app. The maximum value of the reward night is the average daily rate of your ten (10) stamps collected excluding taxes and applicable fees. The value of your reward night doesn't count towards any applicable taxes or fees. Excludes package bookings (where available) and bookings made using a coupon. Your reward nights and/or your collected stamps will expire if you have not collected a stamp and/or redeemed a reward night using your Hotels.com® Rewards account in the previous 12 months. Subject to full terms and conditions https://www.hotels.com/customer_care/terms_conditions.html. The Hotels.com app uses information for analytics, personalization, and advertising. By downloading our app, you agree to our privacy and cookies policies https://hotels.com/customer_care/privacy.html.
Hotels.com
by kaylabarrett on 2020/11/30 00:30
Very good
App needs help
by madmama420 on 2020/11/29 23:58
When I try to redeem my free nights stay it is impossible to do it from the app. I always have to go to the browser to redeem. Also app tends to kick me off of being logged in. Hotels.com didn’t honor one of my nights stay due to the app kicking me off and checking out as a “guest user”. Please fix these issues.
Perdí
by carymabyputy on 2020/11/29 17:20
Hice y a reservación y cangie mi noche de regalo y tuve que cancelar lo reservación y perdí mi noche de regalo eso no es justo. Lo considero como una falta de respeto ahora tuve que hacer una nueva reservación sin poder utilizar mi noche de regalo
Worst experience
by Johnman775 on 2020/11/29 17:07
Gave us a smoking room when we signed up for non smoking in the reservation. We didn't stay in the room that night. We left, asked for a refund, and never got one. Terrible app. Hotels.com is only out for backing up the hotels they partner with and not their customers
Allow Pre-population of my Apple Info
by Hooper1054 on 2020/11/29 16:40
When I’m checking out, the app should allow me to prepopulate all details saved on my phone (name, address, email, phone, credit card). It does not. This is basic functionality most apps and websites have, and it’s surprising Hotels.com doesn’t. Please add this basic feature to make the app UX more convenient. I can delete the app and go to the website to get this functionality, so what’s the UX benefit of having the app?
Great app
by easymoney112211 on 2020/11/29 14:47
Works great
Booking a room
by ToniV19 on 2020/11/29 06:28
Booking my room last minute was great easy to do!
So easy and we love the rewards
by Fredwina in Az on 2020/11/29 04:09
I love this app! I can book a hotel wherever & whenever. No hassles. The hotels are accurate and never a problem at check in either! Great mobile app too.
Dissatisfied
by Bonogo2ooo on 2020/11/29 03:28
There seems to be an issue with booking to often. I tried to use Apple Pay and was denied using it with the explanation that the shipping address was wrong. Really! Here’s a novel idea, how about I book a room for the price that’s listed and it goes through without incident. Let’s making easy booking the norm and not the exception.
Poor
by Hospitality Clean on 2020/11/29 01:09
Poor App Losing my business
Hello
by disgruntledDale on 2020/11/28 13:31
Cannot find bookings
They charged me after a cancellation
by old fart sewer on 2020/11/28 12:43
They say if you cancel 24 hour before you won’t be charged!! Well 3 days before I did and can’t get alive person to talk to me! Was on chat 1 hour trying to get a reply!! Also no number to call to find out what happened
Terrible navigation
by cancel deb on 2020/11/28 10:53
Opens my booking, yet when I try to cancel it the booking isn’t found. Quite frustrating.
Didn’t get my rewards
by soledad0881 on 2020/11/28 09:12
I stayed at a hotel that I had booked with this app and I didn’t even get my rewards
Awesome
by quique##1 on 2020/11/28 04:26
Always there when needing and prices will never change for no reason
Rewards
by rewarda issue on 2020/11/28 03:55
The reservation did not sign in into my account.
The best!!!!
by Transicold74 on 2020/11/28 02:37
Easy, fast and secure, getting the best deals on Hotels around the world.
Just Horrible
by JT in NYC on 2020/11/28 02:17
Sadly once you start gathering nights it’s difficult to leave this most difficult sight.
Not the greatest deal
by Flores52 on 2020/11/28 01:29
Not sure why this app is used. I have booked through this app MANY times because the ability to pay later but every single hotel I’ve booked I have found on the hotels website for so much cheaper. Not sure why they offer hotels at a greater price when they say it’s better.
Coupon
by kacocaco on 2020/11/27 23:33
What’s up with the 5% Black Friday code. It doesn’t work for the hotel I picked to stay at? I was really excited to save a whole 5%
Solid UI but..
by Anonymous-Asian on 2020/11/27 20:17
The UI is okay but navigation to the different pages sometimes takes you to the website directly (for example the booking page.) Why make an app if you're just opening a webpage within the app? 😅
No customer service (((((!!
by ksjnsja$:&/?,82!&/&sks on 2020/11/27 18:55
One of the worst booking sites I’ve ever been on!! no customer service at all travel a lot for business as this is the worst sight ever!!!
Poor customer service
by Marine momma on 2020/11/27 17:37
Twice now I’ve had an issue with using Hotels.com. I will not be using them anymore. Cancellations that were in titled to a refund or no charge. First time still waiting for a refund from September, 2nd time canceled within time frame and was still charged. Hotels.com says I have to take it up with my credit union, why should I have too?
Have been having several issues. The Reward Profrsms is bogus is bogus. No Customer Service .
by Adrianamaui on 2020/11/27 15:25
Terrible App. No customer service. Have had many issues with bookings. STAY AWAY
I’m finished
by Noggin3212yayy on 2020/11/26 18:00
I’m never ever using hotels.com to book again. EVER. Even when the app shows you logged in it treats you like a first time user. Their virtual assistant is a Joke. Bye Bye
Amazing deal
by handsomedaddysr on 2020/11/26 16:44
Great
Buggy
by lexlaw on 2020/11/26 14:37
Works fine until I try to sign in on the app. I press the sign in button and nothing happens. I end up booking without logging in, then open the app and sign in before entering the reservation number so my rewards track.
Won’t update info
by mtn wine gal on 2020/11/26 12:41
No matter how many times you try to change info it won’t save it. Great app if you want to book, but I can’t see my account
User unfriendly
by Danvans on 2020/11/26 09:46
Very user unfriendly. Instead of getting better after so many years, it’s getting even difficult to do anything like redemption of nights except for booking. Needs to make it easy for the customers to use the app seamlessly.
Don’t trust this site! No stars!
by Spary63 on 2020/11/26 02:54
They take your money and cancel your reservation without consent.
Thieves
by Jojo Chunkee on 2020/11/26 01:41
Purchasing many Hotels.com gift cards and combining them ended in lost money... several hundreds of dollars. No support, no help and the app just made them vanish. Still have all the cards, but they state they are no longer valid. Never to use them again. Period. Good luck with support.
The best in casa
by fubbioip on 2020/11/25 19:27
The best of the best . Location, Staff, Decoration . Overall it is the best . The price is unbeatable. Thank you Barcello
Best app
by MRD and BAS on 2020/11/25 07:13
Best app I’ve used to book my trips
Hotels.com
by sadalfakih on 2020/11/24 21:47
Is the best for finding good deals. Thanks
Once you book
by jdogsolo on 2020/11/24 21:22
Once you book if you are unsatisfied with the Condition of the hotel the hotel rooms which seem to be falsely advertised you’re on your own getting a refund from the hotel so please read the reviews
Customer service
by cyn sue on 2020/11/24 18:38
I was just hung up on by someone I was waiting on hold for for a good 15-20 minutes, I could not get her to understand the several issues I’m having and once she could not she said hello I said I’m here I haven’t moved and she hung up I have always loved hotels.com have been using it for years I cannot get my app to work and it can’t will not find my bookings, my rewards and it’s not like this is just happened today it’s been going on for weeks yes I can pull up my bookings under an email but it’s very convenient when you’re traveling especially by yourself to hit hotels.com app hit your booking and then hit the map she wants me to search under my dang emails then find it then hit it the app is there for its convenience and she just did not understand anything I know I had a lot going on with her I said let’s forget about the The rewards and everything else just help me try to figure out how to make my app work and that’s when she basically hand to God hung up on me terrible terrible customer service, if she could not help me she should’ve transferred me to someone who could after calling five times just to get a human being and waiting such a long time to get one I explain to her in the beginning that when I got a new phone my hotels.com app was not there so I had to reload it and I do believe I have more rewards that is a showing, she kept telling me I didn’t have any free nights I know I don’t have free nights I use my last three nights in October I’m very well aware of how your app works when it works and it is not working I really hope someone reaches out to help me with this I’ve been very patient waiting for weeks for it to just suddenly start working again which I guess is bad on my part, I’m not an impatient person I don’t usually blame the person on the other end of the phone but she was not helpful at all. Have a blessed day!
Beyond upset
by Mommymoncur on 2020/11/24 16:57
I made a reservation on this app, was given the option to use/redeem a free night I had earned and was then charged $150 on my bank account by Hotels.com. They said it was because I wasn’t logged in to my account, but how could that be when I WAS logged into my account on my phone app, and it obviously recognized me enough to ask if I wanted to redeem my free night? I checked that box and stayed the extra night. I spent 2 1/2 hours on the phone with three different representatives and they could not resolve the issue for me but rather put it back on me. I am beyond upset and frustrated after using this third party company, Hotels.com for over 4 years.
Great App
by Bdizzel16 on 2020/11/24 16:27
I love Hotel.com, I travel often and book all of my hotels with them! Their rewards benefits for being a member are great! They average out the amount of the rooms you buy and give you that amount off on the 10th room, and that really helps if you travel often. Plus some of the upgrades or free breakfasts for being a gold member. I can’t speak highly enough of them. Their costumer service is outstanding also, they’ve been very helpful the few times I’ve needed them. I know this sounds like I work for the company but I swear I’m just a regular person that wants to help other travelers!
Bad reviews being hidden
by JayMee07 on 2020/11/24 09:42
I found that my good reviews are shown but not negative reviews. Finding duplicate good reviews by possible fake accounts. Unable to contact staff via chat feature.
Easier than most
by BlasterMaster47 on 2020/11/24 05:09
The wife and travel and stay in hotels 12-15 times a year. We usually use our credit card travel service or various travel websites until we find a good deal. Lately this app has been easier to use and faster to use than others. The layout is nice too.
Happy customer
by Maytag10 on 2020/11/24 04:23
Easy to use and great selection
Telephone contact
by Cripple Threat on 2020/11/24 03:38
I needed to contact Hotels.Com for information on handicapped accessibility, but could not reach a live person prior to booking which was upsetting.
Disappointed
by Urgent patron on 2020/11/24 02:51
This site does not check on hotel cleanliness or whether the hotel is at the correct rating that they are promoting. Our last booking was a disaster, the hotel had homeless and drug using people in the parking lot. The lobby had bird feathers all over the floor along with so much dirt, it could have been a zoo. When trying to rebook for a hotel nearby, we were ignored and then told-no change was possible and we ended up paying for two hotel rooms that night. So disappointing, I will be switching apps to something more reliable and consumer friendly.
Heck to the yeah!
by ansleyb123 on 2020/11/23 19:19
Saaaaaved the trip! Last minute deal on a super FREAKING amazing hotel
Like the speed
by eemceo on 2020/11/23 07:24
I like how fast I can book a room in the area in which I want to stay.
Low quality UX Design
by Slpdude on 2020/11/23 04:37
Even when already signed in, makes me fill out all of my information, asks me to create an account, and generally acts as if I’m not already a rewards member. Stupid.
Scott / Front Desk
by Scott and poor choices on 2020/11/22 21:50
This reservation was canceled due to lack of customer service from Scott at the front desk! Scott had canceled the reservation...there was nothing you could have said to change his attitude. After speaking of what Scott did ...the area businesses are aware of his mannerisms! The management Ashley was unavailable to speak with. I surely hope she is aware there are two sides to every story. A customer is very important to a businesses growth. My Uncle was a person to consolidate with customers in the hotel business. When it comes to the customer, you make every effort to make them happy. When it comes to the Baymont at 6712 Central Ave Pike in Knoxville TN ...you do what makes Scott the desk clerk happy
I love Hotels.com
by Escoloca on 2020/11/22 12:12
I love Hotels.com
Yucky789
by Yucky6789 on 2020/11/22 07:05
This hotel is less than a 1. First time to use Hotels.com. Never again! Disgusting.
Totally Worth it!
by zombrie23 on 2020/11/22 03:18
deals within deals. The rewards are the reason I love this app. I had a free night! (4.83 for taxes was all I needed)
Great App..
by Kauaijean on 2020/11/22 02:10
Use this way of booking love it ..simple and accurate!
Poor
by My review aeiou on 2020/11/21 23:47
Phone has booking, yet IPad says can’t find bookings!!!!
Not worth it
by Jrtaylo on 2020/11/21 21:00
Hotels.com has actually cost me more money to use it’s not 100% guarantee service. You’ll typically always get a better deal booking directly with whomever you choose to stay with. The reward system is a f****** joke. Buy a basic b**** over priced room 10 times and they gift you a free one. I’m so incredibly disappointed as I’ve been a pretty loyal customer for three years but literally nothing has changed.
Poorly designed
by fake-service on 2020/11/21 19:33
Most times thing take for ever, poor performance, many hints they claim can be done online do not exist, just a way to push away customer service...
Great site! My fave!
by Kelly 😘 on 2020/11/21 19:26
Always the best deals! I suggest seeing a room in person before you lock one in!!! Some of these places have fake reviews.
Your app
by Anonymous And Now A None User! on 2020/11/21 19:17
Says one thing does another. This is your second chance better hope I don’t get failed again.
Not user friendly
by JRP0215 on 2020/11/21 17:20
The app is hard to follow... is not user friendly. Booking still the best option. Not possible to see upcoming trips. Weird
Fantastic service!
by reddrums12 on 2020/11/21 16:55
We have been using this app to book many vacations for years. When covid hit and everything went crazy, the Hotels.com team stepped up and made sure all of my international reservations were dealt with, even on non cancelable hotels. They have been nothing short of fantastic, and the app works great usually. Decent rewards program as well
Dissatisfied customer
by sivvy334598 on 2020/11/21 15:36
Unable to cancel a booking during a pandemic is unacceptable and will no longer use this app. Highway robbery.
hotel
by oldmanlalande on 2020/11/21 14:14
easy to use .. right to the point!
Bad system
by ZinkoZile on 2020/11/21 10:19
Cancelled my booking because of card not being valid(which it was) and now they raised the stay prices 4 times, all within 8 hours...
The app keep changing the currency
by Gigi Mann Brooklyn Macau on 2020/11/21 06:35
Ever since I updated the new version, the app always change the currency to Canadian money and I live in USA , even I put my address as USA but the app doesn’t know it and it’s frustrating to change it EVERY single time. I’m going to stop using it if the app don’t fix the issue .
Keeps defaulting to Japanese Yen
by Tenasaputra-1 on 2020/11/21 06:20
Need to stay USD or have a settings option to stay in USD not JPY
Dobles cobros / Engaño
by store19 on 2020/11/21 04:56
Pague el hotel en la app, luego cuando llego a el hotel dicen que estaba cancelado, vuelvo y pago en el hotel, porque no tenía otra opción de hotel y pues si estaba cancelado me regresarían el dinero, reporte el caso a hoteles.com , y me dijeron que fue el hotel, el hotel me dijo que fue hoteles.com, nadie me respondió ni hoteles.com , ni el hotel, pague dos veces las mismas noches. Intenten hacer las reservas directamente con el hotel, o en Booking.com Mala app esta y venden solo el servicio de reserva y de ahí en adelante no ayudan en nada pesimo servicio.
Felicidad amor 😆😁😄😀😀☺️😉😜
by Hipopotamo🥰 on 2020/11/21 03:04
Gracias 🙏
Doesn’t recognize my sign in
by Dani b2012 on 2020/11/20 21:07
It keeps asking me to sign in when I make a booking but I’m doing it through the app and I am signed into the app
So many choices
by joey & maggie on 2020/11/20 18:33
I like Hotels.com because of all the many choices of hotels from very reasonable to the little more high-end hotels. The details of the hotels are informative and easy to navigate.
Service
by MS Wolf 10 on 2020/11/20 15:32
It’s be nice to talk to someone, but I’m only getting an auto chat. Which did not help.
Act like I’m not signed in when I’m about to book
by 863/5 on 2020/11/20 14:58
Even though I’m signed in
Horrible service!
by appalled ex customer on 2020/11/20 07:23
I am a gold member and I’ve rented hundreds of hotels through this app 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 this app. Jared Fronek Hall of Fame Moving
App is useful
by hotoco on 2020/11/20 05:21
App is ok. Some slow functionality at times and I was unable to combine my gift card balances so I had to make several phone calls to get it done. Otherwise, the app is helpful and convenient. I have used it often and will continue to use it in the future. Hopefully they will improve the functionality and speed.
Love this app
by LoriL. on 2020/11/20 03:26
After so many hotel nights you get 50 % off your next stay I love it!!!
Astoundingly disappointing
by M212777 on 2020/11/20 02:45
Have you ever tried using it yourself. It has been astoundingly poor and fails on several fronts for years now
Unreliable
by GradNR on 2020/11/20 02:18
After using the Hotels.com app for three years, something has gone wrong with it. Reservations booked through the app and paid, are not reaching the hotels. I waited in the lobby for over an hour and had three phone calls to Hotels.com each that had me wait 7-15 minutes for a call back. The hotel was then called and given a phone number to call to confirm payment. They were on hold 15 minutes and when someone answered the call dropped immediately. They called back again and spoke with someone. It took an hour waiting in the lobby to get checked in.
Good
by nickname?!?&9937 on 2020/11/20 01:22
Good app lol
Comfort of Home
by Roadgang on 2020/11/19 23:59
Motel 6 in Milford is a place I will recommend to stay, it is very clean, quiet, private and easy access.
Not working like it used too
by jodylorri on 2020/11/19 21:51
Seems to be a more problematic than it used to be. Hmmmm bummer
Will not keep me logged in
by TLD19651 on 2020/11/19 21:41
New iphone12, downloaded Hotel.com app, it will not keep me logged in and will not show me my bookings! I assume they will fix this soon
Easy Booking
by AleeBell12 on 2020/11/19 20:05
Easy to Book, able to pay at hotel, reliable
No help
by hotelmotel$$$$$$$$ on 2020/11/19 16:48
Very shady on refunds for multiple nights during the Coronavirus
Great rooms fair prices
by Jpaer198/9 on 2020/11/19 14:43
I have stayed here on several occasionans and I would recommend these rooms to my friends and family members. Thanks for staying amazing
Problems with app
by jldjldjldjld on 2020/11/19 14:19
There seems to be problems with the app signing me out every time, not showing up common bookings
Llamadas
by Saranunez on 2020/11/19 05:31
Estuve hablando con una señorita Jennifer se corto la llamada y nunca me la devolvió El servicio de hotels.com esta muy desagradable ya que deseo comprar hoteles y nunca funcionan los teléfonos desde hace meses
Good hotel but busy
by Smokey, another firefighter on 2020/11/19 05:20
There’s lots of places but for the best price for basic hotels in Monterey The Surf Inn rocks! Clean and comfortable room.
Hotel Review
by trim92 on 2020/11/19 04:10
Dope
Great service
by lps022098 on 2020/11/19 00:04
App is super easy to use and it helped me find a great place to stay with a good cancellation policy!
The best EVER
by DjKimo817 on 2020/11/18 21:14
Dj KIMO
Idania Castillo
by Idania Castill on 2020/11/18 20:04
App is horrible for costumer service.
Exceptional
by bremon06 on 2020/11/18 16:11
I love taking advantage of my free night
The best hotel booking app ever!!
by Christine A- Greenville, SC on 2020/11/18 14:33
I’ve used Hotels.com for several years now, and they are the best! Their site is East to navigate, their prices are great, and the reward nights really add up to big savings!! The rooms that they secure for their customers are quality rooms and not some obscure room hidden in back overlooking a parking lot somewhere. They have excellent customer service who will work with you to get money refunded from a hotel should you have to cancel for some reason. I’ve used other apps before but this one has proven the best of them all! Thanks Hotels.com! Keep up the good work!
It used to be great
by worldly hermit on 2020/11/18 07:35
I’ve been a gold member for as long as I can remember. While the app still works well enough to complete a simple transaction there is no longer the high level of customer service that drew me to hotels.com in the first place. If you never have an issue with a booking it works great. But don’t expect help when you do.
Contradicting information, horrible customer service
by NeedingHisHelp on 2020/11/18 04:37
So I went to do a booking and the whole thing advertised I would not have to pay and I had free cancellation. But when I went to book, it said if I made any changes then I’d be charged 1 night. Literally right underneath, it said free cancellation. Super contradicting. I tried to call to get more information, but the automated system doesn’t allow for it so I had to jump through hoops to get an agent. When I finally did after being on hold for forever, they immediately hung up on me.
Marshall f
by mfree112 on 2020/11/18 04:09
Always have what I’m looking for, excellent experience, wouldn’t use any other site
We’ll use the web version everytime
by wm wilson on 2020/11/18 03:09
useless. can’t even delete the annoying previous searches. we’ve just been to these places and moved on. why harrass your customers like this? STOP CHANGEING THE CURRENCY TO THAI BAHT!
Not working right
by Mofo197 on 2020/11/18 01:12
Keeps telling me to sign in but I already am. No free night credits. I have to sign in on the web and book it there. Very close to deleting app
Easy and adds up my points
by Alemoono on 2020/11/18 00:08
Happy to do it through the app, fast and now I’m heading to my hotel.
If I could give it 0 stars I would
by Your mom 💋 on 2020/11/17 17:24
They have a good selection but if anything goes wrong with your stay any customer service help is out of the question. There is no phone number to contact and the “chat” is horrible. It takes 20 minutes to get someone on and the associate Nicky was rude and ended the chat after 2 minutes as I was typing the explanation of the issue. And I was never able to get another agent. They genuinely don’t care 👍🏽 Use this app to find the hotel you want but DO NOT BOOK IT THROUGH THIS APP or they will it help you with a refund. Also refunds take 30+ days
Great service
by dickbares on 2020/11/17 14:12
I do almost 100 night stops per year in my job and I started using Hotels.com three years ago and it is been a fantastic relationship for me in getting rooms and earning the points for free rooms on my own personal travel
The comfortable Setting doesn’t keep
by jktoco on 2020/11/17 04:32
Hard to use
EXPEDIA’S OFFSPRING
by Sir SAGE on 2020/05/28 05:01
This is a good app. Of the many app options to make reservations for hotel stays, this is the app 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 the app 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 the app 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 the app, 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.
Customer care
by HTo0190 on 2020/07/10 18:16
I was just about to give up on this app 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 this app 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 this app for future endeavors.
False information.
by guineapig97 on 2018/04/24 00:16
I am 20 years old so booking a hotel is quite difficult since most places you have to be 21+. I like how in this app 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 the app 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 the app 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 the app did again. Regardless I will never use this horrible garbage app again.
Buggy app / does not work for updates iPhone users
by Juandisim0 on 2020/06/18 11:39
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 the app. 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. The app 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. This app accepts money from hotels to have them appear at the very top of your search results. Despite your financial or logistical preferences. TLDR. this app 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 the app.
Going back to Expedia.
by Pedro Vizcarra on 2020/07/07 04:15
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 the app 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.
Never what you wanted
by Pilot 25 on 2019/08/24 22:55
I have used this app 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 this app 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 this app 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.
Horrible customer service BEWARE
by JS Taylor on 2020/09/22 01:07
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 the app. 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
Run
by yook on 2018/04/25 14:29
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 the app 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.
Liars. Cheats. Do not book with these people. Go direct to the hotel.
by DaveTrish on 2020/04/26 04:09
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.
Disappointing app
by Caji1989 on 2019/12/28 20:42
I used this app 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 the app at all. When I tried to browse through the email list to find the reservation information, I found my email was completely filled with this app’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 this app again.
Horrible service!
by appalled ex customer on 2020/11/20 07:23
I am a gold member and I’ve rented hundreds of hotels through this app 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 this app. Jared Fronek Hall of Fame Moving
Horrible
by Daykd90 on 2018/12/12 03:23
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!
Great app, but changing booking could be made easier.
by FariMoni on 2018/04/11 16:51
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 the app. 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!
Update the App
by A/V Tech Guy on 2019/01/20 21:53
You want people to right reviews as you request them quite frequently. It would be nice if the App does not reset in the middle of writing a review. I I leave the app 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!!!
Frustrating
by gshdjdkdjbdhxndkkdbva on 2018/07/08 19:56
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.
Never again booking with this negligent third party!!
by Pulgoso112 on 2020/03/17 18:13
I have been trying to reach your company in several times regarding to my hotel reservation. I'm in quarantine for the next 14 days and won't be available to have my vacations in the city. I have any problem to cancel my flights and tour in the city because we know is an emergency. Also the NYC shutdown restaurants and bar making our time there uncomfortable. Last time I reached hotel. com representative they just limited to said that can't assist me because I don't have a cancellation policy and hugh on the phone call. I called direct to the Hotel and Mariott indicate me that will allow reservations to be canceled without penalty. I believe is very disrespectful as a customer and loyal client of the company. I have book several night in the last two months and was planing to book more in the future. We are not asking for nothing that common sense can understand. For courtesy hotels. com should cancel and refund our reservation If have respect for their customer. I won't ever recommend this webpage again.!!!
Not Helpful
by DNVickster20 on 2019/09/15 18:48
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!
Not a very user friendly app
by Mykellitt on 2020/03/05 23:55
Booked a room and then found another one further down in the app for a better price and closer to my destination, but can’t cancel the original booking in the app. So I booked a hotel room at 530 am and had to call at 1 pm that same day because it still had not updated in the app where I could cancel it, so I called in and had to be put on hold 3 times while they either waited for the system to find it or I had to verify my information multiple times and still be put on hold. Then to top it off, the guy wasn’t sure what to say or how to say it when he was explaining the refund when I hadn’t pairs for it and so I had to explain to him that I wasn’t getting a refund because I did not pay for it and chose to pay for the room when I checked in. Nevertheless, it was 23 minutes of my life I will never get back because the app won’t let you cancel. I thought this was 2020, but everyone acts like it is 1976.
Never again
by 486327846 on 2019/02/13 00:10
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.
Customer service.......
by facefive on 2018/05/18 18:01
As of right now I am very frustrated with the app. I have signed up, reserved a hotel, I have a confirmation number, and everything I need. However, when I try to login to the app, 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.
Good app with potential
by Pakitt on 2020/10/09 03:59
Updated on Oct. 9th, 2020: still to this day it is not possible to add a reservation to a calendar. Either from the app or the web portal. Is it that difficult to add a button that exports and ics file to add the reservation, check out/in Times to a calendar? 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 the app 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 the app.... ;)
Don’t waste your time.
by Keith Ragan on 2020/06/01 09:45
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.
Horrible
by katbred on 2020/10/01 07:32
Beware! I had used this app 100 times to book hotels for teams and used the option to “pay at hotel”. Never had issues as they would all arrive and give their own credit card information and I would not be charged. It was a great option. This time however, there was some very small fine print that apparently said otherwise so when I booked the rooms they took the money out of my account. I called to ask why and I was told it was an authorization that would never actually hit my account and would come off ASAP. They lied. It did. And I ended up with 1200 in charges that resulted in overdraft charges. When I called them they said they couldn’t do anything because it was in the small fine print. Even though I called days before and was told something completely different. Do not use this option if you use this app. It’s not a true option. I will never use this app again. Just go through the hotels!
Disappointed
by Dasmiami on 2020/03/10 21:56
Today I experienced poor quality using the app , and even worse with calling and talking with a customer service representative.. I was booking a $52 value per night stay at a hotel in Colombia ; while the app was “not working” gave me an error message and suggest me to wait 5 minutes or to call customer service, after 6 minutes not receiving any emails to confirm my booking when through, I called.. my surprise 12 minutes later is that the price of the exact same room when up from $52 to $61.. didn’t hold the price that I was trying to pay a few minutes earlier even that I mention I had a capture picture of the failed transaction on my phone.. didn’t offer I discount or to hold the original price , Simply I had to pay the new price and that’s it, deal with it. Today definitely not happy with the app or customer service. Very disappointed..
Slipping backwards
by Tntoofore on 2018/07/15 19:25
Have used this app 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 the app. When searched for, got very erratic results. It appears the app has been improved to the point it’s no good anymore.
Luke warm, at best...
by I am Liam's Mom on 2019/09/11 01:21
I don’t mind using this app 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, the app 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 the app. It’s EXCRUCIATING and extremely frustrating! WHY??!!!
Terrible customer service
by Miguel0013 on 2019/08/27 13:13
I never write reviews but this app was very frustrating when it came to customer service. The app 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 this app. 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 this app 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!
Search is bogus
by Drgrasso on 2018/12/10 04:35
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 the app 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.
Beware of charges after free cancellation
by Pezzzz1576 on 2018/04/03 05:59
I’ve had nothing but bad luck with this app! First, I cancelled two hotels in the allotted time but there supposedly was a “glitch” in the system, so the cancellation didn’t go through. I did get one rectified and another had mass confusion surrounding it. Tonight I see a charge on my card for a different hotel that I cancelled many days ahead of time!! I’m not sure what the use is of using this app with free cancellation if it doesn’t work! I did call customer service and they assured me that I have a credit coming but I shouldn’t even have to see a charge period! I will say that I give their customer service five stars for being extremely sweet and helpful.
So Easy
by Mackabee73 on 2018/09/08 17:32
Used this app 4 times in the span of a couple weeks. Once for my bachelorette party, wedding night, and an impromptu stay post-honeymoon. The fourth was me booking a hotel room for my sister in the limo bus on the way to the wedding because she decided she wasn’t going to want to drive home. So easy to find the best price for the kind of stay you’re looking for whether it’s just a quick place to sleep, or looking for more of a luxury experience. The more you book the more you earn in points too so definitely would recommend for people who travel often, I’ve probably saved hundreds just in the last couple weeks. Love this app.
Almost perfect butttt
by Rick Bertino on 2019/07/11 03:53
Only two stars because of two things. They won’t let the app connect to their server using a vpn. Very baddd. They want us to disable our protection to use the app. Second, it seems that these guys book for foreign owners. Ran into a belligerent and rude one using this app and he verbally assaulted me. He almost didnt get to see the sun set. I was that upset. He was immediately rude and treated me as though he was doing me a favor at the front counter. He was a punk. Red Roof in. Springfield, MO. I filed a complaint with hotel dot com and cancelled the deal. They also acknowledged the cancellation and promptly refunded my money but for some reason they still thought I stayed at the Hotel. I was happy with their service until I got the notice that they still showed me staying there after I cancelled. So I’m confused. I did not stay there as I might have regretted it. So??
Customer service is the worst, car below industry standard
by angry baby god on 2020/06/13 21:26
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.
Post booking and stay improvements
by Tthoman on 2020/01/05 15:46
Love the app in general, but As a part of the post-booking experience I can’t tell which of my previous bookings I’ve already submitted a review for and which I haven’t. I click “write a review” (which implies actually that I haven’t written one) and get an oops message if I have. I’d like confirmation before I waste my time. I would also like a button that displays my history of reviews in descending timeline order. In addition, while writing and in the middle of a review, I don’t want to see anything I’ve already spent time on disappearing if I jump over to another app in the process. I’ve seen my photos disappear or what I’ve written disappear. Very discouraging to start over. Thank you.
Cheated of Rewards
by VL Cheated on 2020/10/06 23:19
I have twice had the issue of using the app to book, but for some inexplicable reason it does not credit my account. This is unacceptable considering ALL of my personal information populated the fields when booking. Why is this significant? Well, their customer support (or lack thereof) keeps telling me the issue is that I booked as a “guest.” How is that even possible when my personal information is auto populated? Secondly, why would I complete a transaction as a “guest” when I have a profile? The whole purpose is to avoid entering information for each booking. Lastly, I was told that they would credit me for the 5 night stay, but I later received an email from an email address that accepts no responses indicating they will not honor my booking for rewards. So VERY disappointing that I was cheated of my rewards and essentially lied to regarding rectifying the situation.
Over Hotels
by jaredrockstar on 2020/05/30 04:15
I’ve never had such bad customer service. First, I booked thru the app, and the reservation never went to the hotel. When I got to the hotel, they couldn’t find the reservation. I decided to call Hotels to then wait on hold for 30 mins. Finally when someone picked up they agreed to call the hotel, and email them the confirmation. Too bad the customer service person did a terrible job at even sending the email, that initially never went thru. Finally once the email went thru, the front desk then needed to call another number for confirmation, which they were on hold for another thirty minutes. Did I forget my 9 year old is waiting with us??? Unacceptable service.
Terrible The Worst
by Cruzin333 on 2020/07/23 06:02
made a reservation to stay at the Double Tree In San Pedro Port of Los Angeles My reservation has the wrong dates, no pool no restaurant no bottle water no maid service took almost an hour to get toilet paper. I’m tired of people and places taking advantage of this “Pandemic” the worst are the nats and bugs. This hotel refuses to do what is right . My brother is an attorney this is and will not be tolerated... I used to stay at the Hilton Fountain Blue where I was treated with respect . THIS IS THE WORST BE AWARE OF BED BUGS ~ No maid service? Isn’t that exactly what we need? While customers are out a maid should put a mask on gloves and disinfect the rooms? The truth is you do not want to pay there workers. Look I understand everything is upside down however this is not the time. . Dirty filthy gonif Thieves - I have stayed at 6 star Hilton’s I have stayed at 3 this location is a minus 6.. Good luck if you choose to stay in this dump. Be sure to hide your wallet
Never mind whatbyou want
by Cc Carol on 2020/02/20 22:44
I have used this app many times with no problem. My recent trip to Madrid, I chose and appartment that looked great but once we arrived the problems started. Turns out, that I had to pick up the key at a spot located 1.7 km away. Mind you I was travelling ina group of 5 with suitcases so this meant I had to pay a taxi just to get the key. Once we arrived, turns out the key does not work . It is 11 pm and we cannot get inside our rental. They had given me a contact whatsapp BeMate number and it worked. A messanger arrived at midnight with another key that did work. The next problem, building did not have heating. So there were maintenance people coming over from 9 am. The problem is that this appartment was sublet through BeMate so they have no idea whats happening. The heating system had been down for a week. Anyhow, Im not happy with this service. Will not be using it again !!!
Gift cards
by Steph_lynn76 on 2019/09/16 12:31
Love the convenience of the app...and the savings I find...however if you have more than one gift card you can’t use them without combining them, and you have to call to get that done because the link on the app/website isn’t set up yet...you can’t check balances on the gift cards either...so if you don’t know exactly how much is on them, you lose what’s on them because they inactivate them when you call to combine...it really needs fixed so we can do it online...also more options to choose from..ie...bed size, gold/silver options, kitchen amenities...those would make the number that come up smaller so you would spend less time comparing and more time packing...
Worst customer service ever!
by Cromefrog01 on 2019/04/17 23:12
I’m a customer service consultant, these people have absolutely no customer service at all! I’m booking a room from another city, the guy books me in a place five minutes to the end of check out time, and doesn’t bother to tell me! He continued to book the room knowing I’m three hours away! Once it was all done he told me that I missed the check in time for my first night, then said it was to late for a refund, then lied, saying he did a refund! I had to dispute it with my bank! I had to pay for a different room and redo the reservation for the following day! Double charged for one week for one room! 😡😡😡😡😡
Horrendous - PLEASE work with other travel companies!
by pyt17587 on 2018/06/12 21:43
1) They don’t bother to tell you that when you book a flight + hotel package that you will not get *any* rewards (I only learned this after FOUR calls totally nearly two hours of my time!). 2) All of the customer service reps that I’ve spoken to in the last year have *extremely* thick accents, making it difficult to understand what they are saying. 3) If they don’t want to speak with you anymore they will put you on hold for exceptionally long periods of time (there is no sound or background music but you are still on hold). As an “insider” revealed to me, This is because it is documented when they disconnect the call but it is not documented when you disconnect the call, so it they are just trying to get you to hang up. If you wait long enough, though, they will eventually hang up on you. 4) One manager was very nasty. While I was asking him a question about why my rewards had not been applied he said We can talk about this until the middle of next week but it won’t change the outcome.” We had been speaking for less than a minute so he onviously uses that line all the time. That’s the kind of absolutely terrible customer service that you can look forward to. Account deactivated; app deleted. Deuces!
Awesome information for international trip
by KmlaR on 2018/06/08 03:36
My husband and I are traveling to Japan this summer. Needed 4 separate hotels as we are traveling around. I found just what I wanted with the information the app provided about room size, fridges in rooms, English speaking front desk, breakfast, and laundry availability. Easily switched from info to map view so I could find something close to train stations. Once I picked the hotels I wanted booking was a breeze. They say it takes 2 minutes to book and they’re spot on! Even found great bargains once I unlocked special prices by logging into my account on the app. Would recommend to anyone who travels in the US or abroad.
Night mare
by night matr on 2018/04/14 03:46
I booked hotels in this site before and had no problems so I get a email saying that I unlocked special prices so when I look at the hotels I find this one that was 67 a night so I book the hotel I drive hours too get to the hotel with my children for a weekend out for my daughters birthday. So when I get to the hotel to check they tell my the price was a lot more than what it was so the hotel tell me to call hotel so when I do they try telling me that was incorrect and that the price was 270. I was on the phone for 2 hours all for them to say sorry but didn't wanna help with the mistake they made. Never again
Unscribe me
by collinsgranny on 2020/08/02 05:57
Remove me from your mailing list. Our association eith these people were less than unsatisfactory. Every reservation I made thru them were a mess up- name was not correct, the reservations were for handicap rooms but when we got to location the reservations were for regular rooms we traced with our small dog but when we got to locations there was no mention of us having our dog. One location was such a sleezy looking(but no other option in area) our air condition did not work when we arrived and er reported it at desk and were gone several hrs but it still didn’t work but front desk would not give us a trfund/or reduction in our cost. I called you office and was told I would get $15 credit only if I used your company to make reservations again. But guess what I will not be using your service any more. Will not recommend it either.
BEWARE smoking room rates
by KeithJOlsen on 2018/01/12 13:16
This app worked well and I didn't have any problems until I got there and found out that I had a smoking room. Nowhere was it apparent that the rate it was selling me was for a smoking room. This in information that should be eliminated with a simple button at the Very beginning. "Do you want a smoking room. Yes/No" Then your reservation information should have this information highlighted, on its own line. A person shouldn't have to search all the fine print to find this out. All of the other booking information is easily identifiable, but this piece is very important and not given the proper weight.
Total dissatisfaction
by pickwick fail on 2020/05/29 19:04
I booked a hotel in Savannah tn,I had a free night that I applied to the booking. They billed my card for the room instead of giving me my free night. So I called them the lady said she would have to cancel the reservation and rebook it, I said ok. She booked the room in Savannah georgia instead of Savannah tn. Of course I didn’t know this and we went on to the creek and spent the day afterwards we went to the hotel and they said we had no reservations there they were booked in Georgia. With it being a holiday weekend everything was booked. We had to drive back home. I’m not happy with them at all. I’m a single mom and times like this are few and far in between. Then a week later I had to call because the money has been taken out of my account still. They were more less oh well 🤬 total dissatisfaction with them. I would not recommend....
Not enough hotel options anymore.
by midnight with no hotel on 2019/12/08 07:05
I used to love this app, but today I used it and there were only 2 choices given to me in Van Horn, TX, a small town with hardly anything but hotels, gas stations and eating places. When the hotel I reserved had only 2 rooms non-smoking with 2 beds, and both rooms had unmade beds, there were no more choices on tour app except that same hotel. So I called the Wyndham, and their 2 hotels in town were booked up, so I started driving. The first hotel I came to was locked, but the 2nd one had a room for me. I was very disappointed I couldn’t use your help in the middle of the night when I really needed your help finding a different hotel. I’ve been using your service about 3 years now, and have used it whenever I travel, but gave noticed the selection of hotels has gone down from what it used to be, but tonight was the worst!!
Great for basic functionality, but issues with chat
by brydave on 2019/03/06 01:17
Booking and cancelling is easy, but trying to chat with their (very friendly and helpful) support team was difficult. When I left the app to check my confirmation number in my email everything reset and I lost my chat progress. After I went through the process of connecting to another support agent (with my confirmation numbered copied), I couldn’t paste it in the chat box. Also, sometimes the message box wouldn’t let me type anything, so I would have to hide the keyboard and reopen it to reply to a message. The main things I do in the app performed well, but when you already need support, every other little bump in the road seems 100x more annoying.
Too many hotels show up, but can’t be booked
by One in need of help! on 2017/10/18 21:27
The option for a review pops up after it literally took 1.5 hours to book a room. I was looking for a 3 Star hotel with at least 4+ rating. The app showed dozens that fit, close enough for me to take it. However it kept saying that this room was no longer available. But when I would redo the search, the same not available hotels would pop up again. I have used this app dozens of times a year for the last 6 years, but in the last 3 months, something has changed and it’s very frustrating.
Pictures
by freight dont wait on 2018/08/16 01:54
To start off, the price savings on this app are ridiculous! I literally saved $160 on here compared to the website. I was comparing the prices right next to each other on my phone. BUT, I wish they would fix their pictures. I had to go to Hyatt’s website to look at pictures of the rooms because they seem to use the same pictures for almost every room. Example... The Presidential Suite (highest price) had the same picture as the Guest Room King (cheapest). It was a bit misleading but I was able to get on the website and overcome it. Other than the pictures, this app is amazing! I will definitely use it again.
Rating Trends
660,679,783,746,856,934,789,657,683,760,867,806,846,681,736,708,722,751,795,785,639,612,618,680,625,744,770,696,622,594,599,638,720,691,503,712,602,597,611,674,745,649,554,596,557,618,667,703,332,631,615,483,693,645,619,499,467,441,492,494,525,541,440,449,435,411,512,598,576,518,481,489,513,519,511,532,480,432,424,478,451,507,429,586,412,447,398,381,429,559
All Versions
5.0
1,272,492 total
 5
1,085,181
 4
133,291
 3
25,886
 2
7,219
 1
20,915
Current Version (14.2)
5.0
1,232,381 total
 5
1,068,524
 4
129,125
 3
22,698
 2
3,878
 1
8,156
Version History
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App name
Hotels.com: Book Hotels & More
Description
When you’re ready to travel again, the Hotels.com app has everything you need to book the perfect place to stay. Plus, our app is your perfect travel companion. Not only can you book on the go, but you can also change or cancel your booking and contact the property directly from the app. That’s not all! You’ll find everything you need to make your booking stress-free and your stay even more enjoyable. SAVINGS & DEALS • You can instantly save an extra 10% with Secret Prices** on our app • Use our “Tonight’s Local Deals” feature to save on last minute bookings GET REWARDED WITH HOTELS.COM REWARDS • Collect 10 stamps, get 1 reward*** night! Collect a stamp for every night you stay at 1,000,000 eligible properties worldwide • Get handy notifications as you progress towards your reward night • There are no blackout dates to redeem your reward night • Silver and Gold members can enjoy extra travel benefits at VIP Access properties FIND A STAY THAT’S RIGHT FOR YOU • Explore our range of apartments, holiday homes, resorts and more • It’s easy to search for properties with our in-depth sort and filter options • See the property’s location at a glance with our map view • Read verified guest reviews • Compare the features and prices of your favorite properties you’ve saved FAST, EASY & SECURE BOOKINGS • Pay now or later – you choose whether you want to pay online or at the property • Save your payment details securely to book future stays even faster • You can use Apple Pay® to book your stay ENJOY YOUR STAY • Use Siri shortcuts to quickly access your booking details • Get booking confirmation and check-in notifications *Free cancellation on most hotels. Some hotels require you to cancel at least 24-48 hours before check-in. See property pages on app for details. **Secret Prices are available to Hotels.com app users, Hotels.com® Rewards members and individuals who unlock Secret Prices by subscribing to Hotels.com by email. Available on selected hotels and selected dates only. Subject to the full terms and conditions https://www.hotels.com/customer_care/terms_conditions.html ***Hotels.com® Rewards is open only to individuals who are eighteen (18) and older. When you book and stay 1 night at eligible properties, you’ll get 1 stamp. Collect 10 stamps and you'll get 1 reward night to redeem at a Hotels.com® Rewards eligible pre-pay property (as identified on site). A redemption fee applies to each reward night, unless redeemed on the Hotels.com app. The maximum value of the reward night is the average daily rate of your ten (10) stamps collected excluding taxes and applicable fees. The value of your reward night doesn't count towards any applicable taxes or fees. Excludes package bookings (where available) and bookings made using a coupon. Your reward nights and/or your collected stamps will expire if you have not collected a stamp and/or redeemed a reward night using your Hotels.com® Rewards account in the previous 12 months. Subject to full terms and conditions https://www.hotels.com/customer_care/terms_conditions.html. The Hotels.com app uses information for analytics, personalization, and advertising. By downloading our app, you agree to our privacy and cookies policies https://hotels.com/customer_care/privacy.html.
Hotels.com
by kaylabarrett on 2020/11/30 00:30
Very good
App needs help
by madmama420 on 2020/11/29 23:58
When I try to redeem my free nights stay it is impossible to do it from the app. I always have to go to the browser to redeem. Also app tends to kick me off of being logged in. Hotels.com didn’t honor one of my nights stay due to the app kicking me off and checking out as a “guest user”. Please fix these issues.
Perdí
by carymabyputy on 2020/11/29 17:20
Hice y a reservación y cangie mi noche de regalo y tuve que cancelar lo reservación y perdí mi noche de regalo eso no es justo. Lo considero como una falta de respeto ahora tuve que hacer una nueva reservación sin poder utilizar mi noche de regalo
Worst experience
by Johnman775 on 2020/11/29 17:07
Gave us a smoking room when we signed up for non smoking in the reservation. We didn't stay in the room that night. We left, asked for a refund, and never got one. Terrible app. Hotels.com is only out for backing up the hotels they partner with and not their customers
Allow Pre-population of my Apple Info
by Hooper1054 on 2020/11/29 16:40
When I’m checking out, the app should allow me to prepopulate all details saved on my phone (name, address, email, phone, credit card). It does not. This is basic functionality most apps and websites have, and it’s surprising Hotels.com doesn’t. Please add this basic feature to make the app UX more convenient. I can delete the app and go to the website to get this functionality, so what’s the UX benefit of having the app?
Great app
by easymoney112211 on 2020/11/29 14:47
Works great
Booking a room
by ToniV19 on 2020/11/29 06:28
Booking my room last minute was great easy to do!
So easy and we love the rewards
by Fredwina in Az on 2020/11/29 04:09
I love this app! I can book a hotel wherever & whenever. No hassles. The hotels are accurate and never a problem at check in either! Great mobile app too.
Dissatisfied
by Bonogo2ooo on 2020/11/29 03:28
There seems to be an issue with booking to often. I tried to use Apple Pay and was denied using it with the explanation that the shipping address was wrong. Really! Here’s a novel idea, how about I book a room for the price that’s listed and it goes through without incident. Let’s making easy booking the norm and not the exception.
Poor
by Hospitality Clean on 2020/11/29 01:09
Poor App Losing my business
Hello
by disgruntledDale on 2020/11/28 13:31
Cannot find bookings
They charged me after a cancellation
by old fart sewer on 2020/11/28 12:43
They say if you cancel 24 hour before you won’t be charged!! Well 3 days before I did and can’t get alive person to talk to me! Was on chat 1 hour trying to get a reply!! Also no number to call to find out what happened
Terrible navigation
by cancel deb on 2020/11/28 10:53
Opens my booking, yet when I try to cancel it the booking isn’t found. Quite frustrating.
Didn’t get my rewards
by soledad0881 on 2020/11/28 09:12
I stayed at a hotel that I had booked with this app and I didn’t even get my rewards
Awesome
by quique##1 on 2020/11/28 04:26
Always there when needing and prices will never change for no reason
Rewards
by rewarda issue on 2020/11/28 03:55
The reservation did not sign in into my account.
The best!!!!
by Transicold74 on 2020/11/28 02:37
Easy, fast and secure, getting the best deals on Hotels around the world.
Just Horrible
by JT in NYC on 2020/11/28 02:17
Sadly once you start gathering nights it’s difficult to leave this most difficult sight.
Not the greatest deal
by Flores52 on 2020/11/28 01:29
Not sure why this app is used. I have booked through this app MANY times because the ability to pay later but every single hotel I’ve booked I have found on the hotels website for so much cheaper. Not sure why they offer hotels at a greater price when they say it’s better.
Coupon
by kacocaco on 2020/11/27 23:33
What’s up with the 5% Black Friday code. It doesn’t work for the hotel I picked to stay at? I was really excited to save a whole 5%
Solid UI but..
by Anonymous-Asian on 2020/11/27 20:17
The UI is okay but navigation to the different pages sometimes takes you to the website directly (for example the booking page.) Why make an app if you're just opening a webpage within the app? 😅
No customer service (((((!!
by ksjnsja$:&/?,82!&/&sks on 2020/11/27 18:55
One of the worst booking sites I’ve ever been on!! no customer service at all travel a lot for business as this is the worst sight ever!!!
Poor customer service
by Marine momma on 2020/11/27 17:37
Twice now I’ve had an issue with using Hotels.com. I will not be using them anymore. Cancellations that were in titled to a refund or no charge. First time still waiting for a refund from September, 2nd time canceled within time frame and was still charged. Hotels.com says I have to take it up with my credit union, why should I have too?
Have been having several issues. The Reward Profrsms is bogus is bogus. No Customer Service .
by Adrianamaui on 2020/11/27 15:25
Terrible App. No customer service. Have had many issues with bookings. STAY AWAY
I’m finished
by Noggin3212yayy on 2020/11/26 18:00
I’m never ever using hotels.com to book again. EVER. Even when the app shows you logged in it treats you like a first time user. Their virtual assistant is a Joke. Bye Bye
Amazing deal
by handsomedaddysr on 2020/11/26 16:44
Great
Buggy
by lexlaw on 2020/11/26 14:37
Works fine until I try to sign in on the app. I press the sign in button and nothing happens. I end up booking without logging in, then open the app and sign in before entering the reservation number so my rewards track.
Won’t update info
by mtn wine gal on 2020/11/26 12:41
No matter how many times you try to change info it won’t save it. Great app if you want to book, but I can’t see my account
User unfriendly
by Danvans on 2020/11/26 09:46
Very user unfriendly. Instead of getting better after so many years, it’s getting even difficult to do anything like redemption of nights except for booking. Needs to make it easy for the customers to use the app seamlessly.
Don’t trust this site! No stars!
by Spary63 on 2020/11/26 02:54
They take your money and cancel your reservation without consent.
Thieves
by Jojo Chunkee on 2020/11/26 01:41
Purchasing many Hotels.com gift cards and combining them ended in lost money... several hundreds of dollars. No support, no help and the app just made them vanish. Still have all the cards, but they state they are no longer valid. Never to use them again. Period. Good luck with support.
The best in casa
by fubbioip on 2020/11/25 19:27
The best of the best . Location, Staff, Decoration . Overall it is the best . The price is unbeatable. Thank you Barcello
Best app
by MRD and BAS on 2020/11/25 07:13
Best app I’ve used to book my trips
Hotels.com
by sadalfakih on 2020/11/24 21:47
Is the best for finding good deals. Thanks
Once you book
by jdogsolo on 2020/11/24 21:22
Once you book if you are unsatisfied with the Condition of the hotel the hotel rooms which seem to be falsely advertised you’re on your own getting a refund from the hotel so please read the reviews
Customer service
by cyn sue on 2020/11/24 18:38
I was just hung up on by someone I was waiting on hold for for a good 15-20 minutes, I could not get her to understand the several issues I’m having and once she could not she said hello I said I’m here I haven’t moved and she hung up I have always loved hotels.com have been using it for years I cannot get my app to work and it can’t will not find my bookings, my rewards and it’s not like this is just happened today it’s been going on for weeks yes I can pull up my bookings under an email but it’s very convenient when you’re traveling especially by yourself to hit hotels.com app hit your booking and then hit the map she wants me to search under my dang emails then find it then hit it the app is there for its convenience and she just did not understand anything I know I had a lot going on with her I said let’s forget about the The rewards and everything else just help me try to figure out how to make my app work and that’s when she basically hand to God hung up on me terrible terrible customer service, if she could not help me she should’ve transferred me to someone who could after calling five times just to get a human being and waiting such a long time to get one I explain to her in the beginning that when I got a new phone my hotels.com app was not there so I had to reload it and I do believe I have more rewards that is a showing, she kept telling me I didn’t have any free nights I know I don’t have free nights I use my last three nights in October I’m very well aware of how your app works when it works and it is not working I really hope someone reaches out to help me with this I’ve been very patient waiting for weeks for it to just suddenly start working again which I guess is bad on my part, I’m not an impatient person I don’t usually blame the person on the other end of the phone but she was not helpful at all. Have a blessed day!
Beyond upset
by Mommymoncur on 2020/11/24 16:57
I made a reservation on this app, was given the option to use/redeem a free night I had earned and was then charged $150 on my bank account by Hotels.com. They said it was because I wasn’t logged in to my account, but how could that be when I WAS logged into my account on my phone app, and it obviously recognized me enough to ask if I wanted to redeem my free night? I checked that box and stayed the extra night. I spent 2 1/2 hours on the phone with three different representatives and they could not resolve the issue for me but rather put it back on me. I am beyond upset and frustrated after using this third party company, Hotels.com for over 4 years.
Great App
by Bdizzel16 on 2020/11/24 16:27
I love Hotel.com, I travel often and book all of my hotels with them! Their rewards benefits for being a member are great! They average out the amount of the rooms you buy and give you that amount off on the 10th room, and that really helps if you travel often. Plus some of the upgrades or free breakfasts for being a gold member. I can’t speak highly enough of them. Their costumer service is outstanding also, they’ve been very helpful the few times I’ve needed them. I know this sounds like I work for the company but I swear I’m just a regular person that wants to help other travelers!
Bad reviews being hidden
by JayMee07 on 2020/11/24 09:42
I found that my good reviews are shown but not negative reviews. Finding duplicate good reviews by possible fake accounts. Unable to contact staff via chat feature.
Easier than most
by BlasterMaster47 on 2020/11/24 05:09
The wife and travel and stay in hotels 12-15 times a year. We usually use our credit card travel service or various travel websites until we find a good deal. Lately this app has been easier to use and faster to use than others. The layout is nice too.
Happy customer
by Maytag10 on 2020/11/24 04:23
Easy to use and great selection
Telephone contact
by Cripple Threat on 2020/11/24 03:38
I needed to contact Hotels.Com for information on handicapped accessibility, but could not reach a live person prior to booking which was upsetting.
Disappointed
by Urgent patron on 2020/11/24 02:51
This site does not check on hotel cleanliness or whether the hotel is at the correct rating that they are promoting. Our last booking was a disaster, the hotel had homeless and drug using people in the parking lot. The lobby had bird feathers all over the floor along with so much dirt, it could have been a zoo. When trying to rebook for a hotel nearby, we were ignored and then told-no change was possible and we ended up paying for two hotel rooms that night. So disappointing, I will be switching apps to something more reliable and consumer friendly.
Heck to the yeah!
by ansleyb123 on 2020/11/23 19:19
Saaaaaved the trip! Last minute deal on a super FREAKING amazing hotel
Like the speed
by eemceo on 2020/11/23 07:24
I like how fast I can book a room in the area in which I want to stay.
Low quality UX Design
by Slpdude on 2020/11/23 04:37
Even when already signed in, makes me fill out all of my information, asks me to create an account, and generally acts as if I’m not already a rewards member. Stupid.
Scott / Front Desk
by Scott and poor choices on 2020/11/22 21:50
This reservation was canceled due to lack of customer service from Scott at the front desk! Scott had canceled the reservation...there was nothing you could have said to change his attitude. After speaking of what Scott did ...the area businesses are aware of his mannerisms! The management Ashley was unavailable to speak with. I surely hope she is aware there are two sides to every story. A customer is very important to a businesses growth. My Uncle was a person to consolidate with customers in the hotel business. When it comes to the customer, you make every effort to make them happy. When it comes to the Baymont at 6712 Central Ave Pike in Knoxville TN ...you do what makes Scott the desk clerk happy
I love Hotels.com
by Escoloca on 2020/11/22 12:12
I love Hotels.com
Yucky789
by Yucky6789 on 2020/11/22 07:05
This hotel is less than a 1. First time to use Hotels.com. Never again! Disgusting.
Totally Worth it!
by zombrie23 on 2020/11/22 03:18
deals within deals. The rewards are the reason I love this app. I had a free night! (4.83 for taxes was all I needed)
Great App..
by Kauaijean on 2020/11/22 02:10
Use this way of booking love it ..simple and accurate!
Poor
by My review aeiou on 2020/11/21 23:47
Phone has booking, yet IPad says can’t find bookings!!!!
Not worth it
by Jrtaylo on 2020/11/21 21:00
Hotels.com has actually cost me more money to use it’s not 100% guarantee service. You’ll typically always get a better deal booking directly with whomever you choose to stay with. The reward system is a f****** joke. Buy a basic b**** over priced room 10 times and they gift you a free one. I’m so incredibly disappointed as I’ve been a pretty loyal customer for three years but literally nothing has changed.
Poorly designed
by fake-service on 2020/11/21 19:33
Most times thing take for ever, poor performance, many hints they claim can be done online do not exist, just a way to push away customer service...
Great site! My fave!
by Kelly 😘 on 2020/11/21 19:26
Always the best deals! I suggest seeing a room in person before you lock one in!!! Some of these places have fake reviews.
Your app
by Anonymous And Now A None User! on 2020/11/21 19:17
Says one thing does another. This is your second chance better hope I don’t get failed again.
Not user friendly
by JRP0215 on 2020/11/21 17:20
The app is hard to follow... is not user friendly. Booking still the best option. Not possible to see upcoming trips. Weird
Fantastic service!
by reddrums12 on 2020/11/21 16:55
We have been using this app to book many vacations for years. When covid hit and everything went crazy, the Hotels.com team stepped up and made sure all of my international reservations were dealt with, even on non cancelable hotels. They have been nothing short of fantastic, and the app works great usually. Decent rewards program as well
Dissatisfied customer
by sivvy334598 on 2020/11/21 15:36
Unable to cancel a booking during a pandemic is unacceptable and will no longer use this app. Highway robbery.
hotel
by oldmanlalande on 2020/11/21 14:14
easy to use .. right to the point!
Bad system
by ZinkoZile on 2020/11/21 10:19
Cancelled my booking because of card not being valid(which it was) and now they raised the stay prices 4 times, all within 8 hours...
The app keep changing the currency
by Gigi Mann Brooklyn Macau on 2020/11/21 06:35
Ever since I updated the new version, the app always change the currency to Canadian money and I live in USA , even I put my address as USA but the app doesn’t know it and it’s frustrating to change it EVERY single time. I’m going to stop using it if the app don’t fix the issue .
Keeps defaulting to Japanese Yen
by Tenasaputra-1 on 2020/11/21 06:20
Need to stay USD or have a settings option to stay in USD not JPY
Dobles cobros / Engaño
by store19 on 2020/11/21 04:56
Pague el hotel en la app, luego cuando llego a el hotel dicen que estaba cancelado, vuelvo y pago en el hotel, porque no tenía otra opción de hotel y pues si estaba cancelado me regresarían el dinero, reporte el caso a hoteles.com , y me dijeron que fue el hotel, el hotel me dijo que fue hoteles.com, nadie me respondió ni hoteles.com , ni el hotel, pague dos veces las mismas noches. Intenten hacer las reservas directamente con el hotel, o en Booking.com Mala app esta y venden solo el servicio de reserva y de ahí en adelante no ayudan en nada pesimo servicio.
Felicidad amor 😆😁😄😀😀☺️😉😜
by Hipopotamo🥰 on 2020/11/21 03:04
Gracias 🙏
Doesn’t recognize my sign in
by Dani b2012 on 2020/11/20 21:07
It keeps asking me to sign in when I make a booking but I’m doing it through the app and I am signed into the app
So many choices
by joey & maggie on 2020/11/20 18:33
I like Hotels.com because of all the many choices of hotels from very reasonable to the little more high-end hotels. The details of the hotels are informative and easy to navigate.
Service
by MS Wolf 10 on 2020/11/20 15:32
It’s be nice to talk to someone, but I’m only getting an auto chat. Which did not help.
Act like I’m not signed in when I’m about to book
by 863/5 on 2020/11/20 14:58
Even though I’m signed in
Horrible service!
by appalled ex customer on 2020/11/20 07:23
I am a gold member and I’ve rented hundreds of hotels through this app 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 this app. Jared Fronek Hall of Fame Moving
App is useful
by hotoco on 2020/11/20 05:21
App is ok. Some slow functionality at times and I was unable to combine my gift card balances so I had to make several phone calls to get it done. Otherwise, the app is helpful and convenient. I have used it often and will continue to use it in the future. Hopefully they will improve the functionality and speed.
Love this app
by LoriL. on 2020/11/20 03:26
After so many hotel nights you get 50 % off your next stay I love it!!!
Astoundingly disappointing
by M212777 on 2020/11/20 02:45
Have you ever tried using it yourself. It has been astoundingly poor and fails on several fronts for years now
Unreliable
by GradNR on 2020/11/20 02:18
After using the Hotels.com app for three years, something has gone wrong with it. Reservations booked through the app and paid, are not reaching the hotels. I waited in the lobby for over an hour and had three phone calls to Hotels.com each that had me wait 7-15 minutes for a call back. The hotel was then called and given a phone number to call to confirm payment. They were on hold 15 minutes and when someone answered the call dropped immediately. They called back again and spoke with someone. It took an hour waiting in the lobby to get checked in.
Good
by nickname?!?&9937 on 2020/11/20 01:22
Good app lol
Comfort of Home
by Roadgang on 2020/11/19 23:59
Motel 6 in Milford is a place I will recommend to stay, it is very clean, quiet, private and easy access.
Not working like it used too
by jodylorri on 2020/11/19 21:51
Seems to be a more problematic than it used to be. Hmmmm bummer
Will not keep me logged in
by TLD19651 on 2020/11/19 21:41
New iphone12, downloaded Hotel.com app, it will not keep me logged in and will not show me my bookings! I assume they will fix this soon
Easy Booking
by AleeBell12 on 2020/11/19 20:05
Easy to Book, able to pay at hotel, reliable
No help
by hotelmotel$$$$$$$$ on 2020/11/19 16:48
Very shady on refunds for multiple nights during the Coronavirus
Great rooms fair prices
by Jpaer198/9 on 2020/11/19 14:43
I have stayed here on several occasionans and I would recommend these rooms to my friends and family members. Thanks for staying amazing
Problems with app
by jldjldjldjld on 2020/11/19 14:19
There seems to be problems with the app signing me out every time, not showing up common bookings
Llamadas
by Saranunez on 2020/11/19 05:31
Estuve hablando con una señorita Jennifer se corto la llamada y nunca me la devolvió El servicio de hotels.com esta muy desagradable ya que deseo comprar hoteles y nunca funcionan los teléfonos desde hace meses
Good hotel but busy
by Smokey, another firefighter on 2020/11/19 05:20
There’s lots of places but for the best price for basic hotels in Monterey The Surf Inn rocks! Clean and comfortable room.
Hotel Review
by trim92 on 2020/11/19 04:10
Dope
Great service
by lps022098 on 2020/11/19 00:04
App is super easy to use and it helped me find a great place to stay with a good cancellation policy!
The best EVER
by DjKimo817 on 2020/11/18 21:14
Dj KIMO
Idania Castillo
by Idania Castill on 2020/11/18 20:04
App is horrible for costumer service.
Exceptional
by bremon06 on 2020/11/18 16:11
I love taking advantage of my free night
The best hotel booking app ever!!
by Christine A- Greenville, SC on 2020/11/18 14:33
I’ve used Hotels.com for several years now, and they are the best! Their site is East to navigate, their prices are great, and the reward nights really add up to big savings!! The rooms that they secure for their customers are quality rooms and not some obscure room hidden in back overlooking a parking lot somewhere. They have excellent customer service who will work with you to get money refunded from a hotel should you have to cancel for some reason. I’ve used other apps before but this one has proven the best of them all! Thanks Hotels.com! Keep up the good work!
It used to be great
by worldly hermit on 2020/11/18 07:35
I’ve been a gold member for as long as I can remember. While the app still works well enough to complete a simple transaction there is no longer the high level of customer service that drew me to hotels.com in the first place. If you never have an issue with a booking it works great. But don’t expect help when you do.
Contradicting information, horrible customer service
by NeedingHisHelp on 2020/11/18 04:37
So I went to do a booking and the whole thing advertised I would not have to pay and I had free cancellation. But when I went to book, it said if I made any changes then I’d be charged 1 night. Literally right underneath, it said free cancellation. Super contradicting. I tried to call to get more information, but the automated system doesn’t allow for it so I had to jump through hoops to get an agent. When I finally did after being on hold for forever, they immediately hung up on me.
Marshall f
by mfree112 on 2020/11/18 04:09
Always have what I’m looking for, excellent experience, wouldn’t use any other site
We’ll use the web version everytime
by wm wilson on 2020/11/18 03:09
useless. can’t even delete the annoying previous searches. we’ve just been to these places and moved on. why harrass your customers like this? STOP CHANGEING THE CURRENCY TO THAI BAHT!
Not working right
by Mofo197 on 2020/11/18 01:12
Keeps telling me to sign in but I already am. No free night credits. I have to sign in on the web and book it there. Very close to deleting app
Easy and adds up my points
by Alemoono on 2020/11/18 00:08
Happy to do it through the app, fast and now I’m heading to my hotel.
If I could give it 0 stars I would
by Your mom 💋 on 2020/11/17 17:24
They have a good selection but if anything goes wrong with your stay any customer service help is out of the question. There is no phone number to contact and the “chat” is horrible. It takes 20 minutes to get someone on and the associate Nicky was rude and ended the chat after 2 minutes as I was typing the explanation of the issue. And I was never able to get another agent. They genuinely don’t care 👍🏽 Use this app to find the hotel you want but DO NOT BOOK IT THROUGH THIS APP or they will it help you with a refund. Also refunds take 30+ days
Great service
by dickbares on 2020/11/17 14:12
I do almost 100 night stops per year in my job and I started using Hotels.com three years ago and it is been a fantastic relationship for me in getting rooms and earning the points for free rooms on my own personal travel
The comfortable Setting doesn’t keep
by jktoco on 2020/11/17 04:32
Hard to use
EXPEDIA’S OFFSPRING
by Sir SAGE on 2020/05/28 05:01
This is a good app. Of the many app options to make reservations for hotel stays, this is the app 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 the app 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 the app 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 the app, 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.
Customer care
by HTo0190 on 2020/07/10 18:16
I was just about to give up on this app 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 this app 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 this app for future endeavors.
False information.
by guineapig97 on 2018/04/24 00:16
I am 20 years old so booking a hotel is quite difficult since most places you have to be 21+. I like how in this app 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 the app 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 the app 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 the app did again. Regardless I will never use this horrible garbage app again.
Buggy app / does not work for updates iPhone users
by Juandisim0 on 2020/06/18 11:39
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 the app. 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. The app 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. This app accepts money from hotels to have them appear at the very top of your search results. Despite your financial or logistical preferences. TLDR. this app 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 the app.
Going back to Expedia.
by Pedro Vizcarra on 2020/07/07 04:15
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 the app 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.
Never what you wanted
by Pilot 25 on 2019/08/24 22:55
I have used this app 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 this app 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 this app 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.
Horrible customer service BEWARE
by JS Taylor on 2020/09/22 01:07
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 the app. 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
Run
by yook on 2018/04/25 14:29
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 the app 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.
Liars. Cheats. Do not book with these people. Go direct to the hotel.
by DaveTrish on 2020/04/26 04:09
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.
Disappointing app
by Caji1989 on 2019/12/28 20:42
I used this app 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 the app at all. When I tried to browse through the email list to find the reservation information, I found my email was completely filled with this app’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 this app again.
Horrible service!
by appalled ex customer on 2020/11/20 07:23
I am a gold member and I’ve rented hundreds of hotels through this app 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 this app. Jared Fronek Hall of Fame Moving
Horrible
by Daykd90 on 2018/12/12 03:23
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!
Great app, but changing booking could be made easier.
by FariMoni on 2018/04/11 16:51
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 the app. 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!
Update the App
by A/V Tech Guy on 2019/01/20 21:53
You want people to right reviews as you request them quite frequently. It would be nice if the App does not reset in the middle of writing a review. I I leave the app 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!!!
Frustrating
by gshdjdkdjbdhxndkkdbva on 2018/07/08 19:56
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.
Never again booking with this negligent third party!!
by Pulgoso112 on 2020/03/17 18:13
I have been trying to reach your company in several times regarding to my hotel reservation. I'm in quarantine for the next 14 days and won't be available to have my vacations in the city. I have any problem to cancel my flights and tour in the city because we know is an emergency. Also the NYC shutdown restaurants and bar making our time there uncomfortable. Last time I reached hotel. com representative they just limited to said that can't assist me because I don't have a cancellation policy and hugh on the phone call. I called direct to the Hotel and Mariott indicate me that will allow reservations to be canceled without penalty. I believe is very disrespectful as a customer and loyal client of the company. I have book several night in the last two months and was planing to book more in the future. We are not asking for nothing that common sense can understand. For courtesy hotels. com should cancel and refund our reservation If have respect for their customer. I won't ever recommend this webpage again.!!!
Not Helpful
by DNVickster20 on 2019/09/15 18:48
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!
Not a very user friendly app
by Mykellitt on 2020/03/05 23:55
Booked a room and then found another one further down in the app for a better price and closer to my destination, but can’t cancel the original booking in the app. So I booked a hotel room at 530 am and had to call at 1 pm that same day because it still had not updated in the app where I could cancel it, so I called in and had to be put on hold 3 times while they either waited for the system to find it or I had to verify my information multiple times and still be put on hold. Then to top it off, the guy wasn’t sure what to say or how to say it when he was explaining the refund when I hadn’t pairs for it and so I had to explain to him that I wasn’t getting a refund because I did not pay for it and chose to pay for the room when I checked in. Nevertheless, it was 23 minutes of my life I will never get back because the app won’t let you cancel. I thought this was 2020, but everyone acts like it is 1976.
Never again
by 486327846 on 2019/02/13 00:10
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.
Customer service.......
by facefive on 2018/05/18 18:01
As of right now I am very frustrated with the app. I have signed up, reserved a hotel, I have a confirmation number, and everything I need. However, when I try to login to the app, 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.
Good app with potential
by Pakitt on 2020/10/09 03:59
Updated on Oct. 9th, 2020: still to this day it is not possible to add a reservation to a calendar. Either from the app or the web portal. Is it that difficult to add a button that exports and ics file to add the reservation, check out/in Times to a calendar? 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 the app 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 the app.... ;)
Don’t waste your time.
by Keith Ragan on 2020/06/01 09:45
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.
Horrible
by katbred on 2020/10/01 07:32
Beware! I had used this app 100 times to book hotels for teams and used the option to “pay at hotel”. Never had issues as they would all arrive and give their own credit card information and I would not be charged. It was a great option. This time however, there was some very small fine print that apparently said otherwise so when I booked the rooms they took the money out of my account. I called to ask why and I was told it was an authorization that would never actually hit my account and would come off ASAP. They lied. It did. And I ended up with 1200 in charges that resulted in overdraft charges. When I called them they said they couldn’t do anything because it was in the small fine print. Even though I called days before and was told something completely different. Do not use this option if you use this app. It’s not a true option. I will never use this app again. Just go through the hotels!
Disappointed
by Dasmiami on 2020/03/10 21:56
Today I experienced poor quality using the app , and even worse with calling and talking with a customer service representative.. I was booking a $52 value per night stay at a hotel in Colombia ; while the app was “not working” gave me an error message and suggest me to wait 5 minutes or to call customer service, after 6 minutes not receiving any emails to confirm my booking when through, I called.. my surprise 12 minutes later is that the price of the exact same room when up from $52 to $61.. didn’t hold the price that I was trying to pay a few minutes earlier even that I mention I had a capture picture of the failed transaction on my phone.. didn’t offer I discount or to hold the original price , Simply I had to pay the new price and that’s it, deal with it. Today definitely not happy with the app or customer service. Very disappointed..
Slipping backwards
by Tntoofore on 2018/07/15 19:25
Have used this app 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 the app. When searched for, got very erratic results. It appears the app has been improved to the point it’s no good anymore.
Luke warm, at best...
by I am Liam's Mom on 2019/09/11 01:21
I don’t mind using this app 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, the app 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 the app. It’s EXCRUCIATING and extremely frustrating! WHY??!!!
Terrible customer service
by Miguel0013 on 2019/08/27 13:13
I never write reviews but this app was very frustrating when it came to customer service. The app 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 this app. 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 this app 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!
Search is bogus
by Drgrasso on 2018/12/10 04:35
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 the app 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.
Beware of charges after free cancellation
by Pezzzz1576 on 2018/04/03 05:59
I’ve had nothing but bad luck with this app! First, I cancelled two hotels in the allotted time but there supposedly was a “glitch” in the system, so the cancellation didn’t go through. I did get one rectified and another had mass confusion surrounding it. Tonight I see a charge on my card for a different hotel that I cancelled many days ahead of time!! I’m not sure what the use is of using this app with free cancellation if it doesn’t work! I did call customer service and they assured me that I have a credit coming but I shouldn’t even have to see a charge period! I will say that I give their customer service five stars for being extremely sweet and helpful.
So Easy
by Mackabee73 on 2018/09/08 17:32
Used this app 4 times in the span of a couple weeks. Once for my bachelorette party, wedding night, and an impromptu stay post-honeymoon. The fourth was me booking a hotel room for my sister in the limo bus on the way to the wedding because she decided she wasn’t going to want to drive home. So easy to find the best price for the kind of stay you’re looking for whether it’s just a quick place to sleep, or looking for more of a luxury experience. The more you book the more you earn in points too so definitely would recommend for people who travel often, I’ve probably saved hundreds just in the last couple weeks. Love this app.
Almost perfect butttt
by Rick Bertino on 2019/07/11 03:53
Only two stars because of two things. They won’t let the app connect to their server using a vpn. Very baddd. They want us to disable our protection to use the app. Second, it seems that these guys book for foreign owners. Ran into a belligerent and rude one using this app and he verbally assaulted me. He almost didnt get to see the sun set. I was that upset. He was immediately rude and treated me as though he was doing me a favor at the front counter. He was a punk. Red Roof in. Springfield, MO. I filed a complaint with hotel dot com and cancelled the deal. They also acknowledged the cancellation and promptly refunded my money but for some reason they still thought I stayed at the Hotel. I was happy with their service until I got the notice that they still showed me staying there after I cancelled. So I’m confused. I did not stay there as I might have regretted it. So??
Customer service is the worst, car below industry standard
by angry baby god on 2020/06/13 21:26
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.
Post booking and stay improvements
by Tthoman on 2020/01/05 15:46
Love the app in general, but As a part of the post-booking experience I can’t tell which of my previous bookings I’ve already submitted a review for and which I haven’t. I click “write a review” (which implies actually that I haven’t written one) and get an oops message if I have. I’d like confirmation before I waste my time. I would also like a button that displays my history of reviews in descending timeline order. In addition, while writing and in the middle of a review, I don’t want to see anything I’ve already spent time on disappearing if I jump over to another app in the process. I’ve seen my photos disappear or what I’ve written disappear. Very discouraging to start over. Thank you.
Cheated of Rewards
by VL Cheated on 2020/10/06 23:19
I have twice had the issue of using the app to book, but for some inexplicable reason it does not credit my account. This is unacceptable considering ALL of my personal information populated the fields when booking. Why is this significant? Well, their customer support (or lack thereof) keeps telling me the issue is that I booked as a “guest.” How is that even possible when my personal information is auto populated? Secondly, why would I complete a transaction as a “guest” when I have a profile? The whole purpose is to avoid entering information for each booking. Lastly, I was told that they would credit me for the 5 night stay, but I later received an email from an email address that accepts no responses indicating they will not honor my booking for rewards. So VERY disappointing that I was cheated of my rewards and essentially lied to regarding rectifying the situation.
Over Hotels
by jaredrockstar on 2020/05/30 04:15
I’ve never had such bad customer service. First, I booked thru the app, and the reservation never went to the hotel. When I got to the hotel, they couldn’t find the reservation. I decided to call Hotels to then wait on hold for 30 mins. Finally when someone picked up they agreed to call the hotel, and email them the confirmation. Too bad the customer service person did a terrible job at even sending the email, that initially never went thru. Finally once the email went thru, the front desk then needed to call another number for confirmation, which they were on hold for another thirty minutes. Did I forget my 9 year old is waiting with us??? Unacceptable service.
Terrible The Worst
by Cruzin333 on 2020/07/23 06:02
made a reservation to stay at the Double Tree In San Pedro Port of Los Angeles My reservation has the wrong dates, no pool no restaurant no bottle water no maid service took almost an hour to get toilet paper. I’m tired of people and places taking advantage of this “Pandemic” the worst are the nats and bugs. This hotel refuses to do what is right . My brother is an attorney this is and will not be tolerated... I used to stay at the Hilton Fountain Blue where I was treated with respect . THIS IS THE WORST BE AWARE OF BED BUGS ~ No maid service? Isn’t that exactly what we need? While customers are out a maid should put a mask on gloves and disinfect the rooms? The truth is you do not want to pay there workers. Look I understand everything is upside down however this is not the time. . Dirty filthy gonif Thieves - I have stayed at 6 star Hilton’s I have stayed at 3 this location is a minus 6.. Good luck if you choose to stay in this dump. Be sure to hide your wallet
Never mind whatbyou want
by Cc Carol on 2020/02/20 22:44
I have used this app many times with no problem. My recent trip to Madrid, I chose and appartment that looked great but once we arrived the problems started. Turns out, that I had to pick up the key at a spot located 1.7 km away. Mind you I was travelling ina group of 5 with suitcases so this meant I had to pay a taxi just to get the key. Once we arrived, turns out the key does not work . It is 11 pm and we cannot get inside our rental. They had given me a contact whatsapp BeMate number and it worked. A messanger arrived at midnight with another key that did work. The next problem, building did not have heating. So there were maintenance people coming over from 9 am. The problem is that this appartment was sublet through BeMate so they have no idea whats happening. The heating system had been down for a week. Anyhow, Im not happy with this service. Will not be using it again !!!
Gift cards
by Steph_lynn76 on 2019/09/16 12:31
Love the convenience of the app...and the savings I find...however if you have more than one gift card you can’t use them without combining them, and you have to call to get that done because the link on the app/website isn’t set up yet...you can’t check balances on the gift cards either...so if you don’t know exactly how much is on them, you lose what’s on them because they inactivate them when you call to combine...it really needs fixed so we can do it online...also more options to choose from..ie...bed size, gold/silver options, kitchen amenities...those would make the number that come up smaller so you would spend less time comparing and more time packing...
Worst customer service ever!
by Cromefrog01 on 2019/04/17 23:12
I’m a customer service consultant, these people have absolutely no customer service at all! I’m booking a room from another city, the guy books me in a place five minutes to the end of check out time, and doesn’t bother to tell me! He continued to book the room knowing I’m three hours away! Once it was all done he told me that I missed the check in time for my first night, then said it was to late for a refund, then lied, saying he did a refund! I had to dispute it with my bank! I had to pay for a different room and redo the reservation for the following day! Double charged for one week for one room! 😡😡😡😡😡
Horrendous - PLEASE work with other travel companies!
by pyt17587 on 2018/06/12 21:43
1) They don’t bother to tell you that when you book a flight + hotel package that you will not get *any* rewards (I only learned this after FOUR calls totally nearly two hours of my time!). 2) All of the customer service reps that I’ve spoken to in the last year have *extremely* thick accents, making it difficult to understand what they are saying. 3) If they don’t want to speak with you anymore they will put you on hold for exceptionally long periods of time (there is no sound or background music but you are still on hold). As an “insider” revealed to me, This is because it is documented when they disconnect the call but it is not documented when you disconnect the call, so it they are just trying to get you to hang up. If you wait long enough, though, they will eventually hang up on you. 4) One manager was very nasty. While I was asking him a question about why my rewards had not been applied he said We can talk about this until the middle of next week but it won’t change the outcome.” We had been speaking for less than a minute so he onviously uses that line all the time. That’s the kind of absolutely terrible customer service that you can look forward to. Account deactivated; app deleted. Deuces!
Awesome information for international trip
by KmlaR on 2018/06/08 03:36
My husband and I are traveling to Japan this summer. Needed 4 separate hotels as we are traveling around. I found just what I wanted with the information the app provided about room size, fridges in rooms, English speaking front desk, breakfast, and laundry availability. Easily switched from info to map view so I could find something close to train stations. Once I picked the hotels I wanted booking was a breeze. They say it takes 2 minutes to book and they’re spot on! Even found great bargains once I unlocked special prices by logging into my account on the app. Would recommend to anyone who travels in the US or abroad.
Night mare
by night matr on 2018/04/14 03:46
I booked hotels in this site before and had no problems so I get a email saying that I unlocked special prices so when I look at the hotels I find this one that was 67 a night so I book the hotel I drive hours too get to the hotel with my children for a weekend out for my daughters birthday. So when I get to the hotel to check they tell my the price was a lot more than what it was so the hotel tell me to call hotel so when I do they try telling me that was incorrect and that the price was 270. I was on the phone for 2 hours all for them to say sorry but didn't wanna help with the mistake they made. Never again
Unscribe me
by collinsgranny on 2020/08/02 05:57
Remove me from your mailing list. Our association eith these people were less than unsatisfactory. Every reservation I made thru them were a mess up- name was not correct, the reservations were for handicap rooms but when we got to location the reservations were for regular rooms we traced with our small dog but when we got to locations there was no mention of us having our dog. One location was such a sleezy looking(but no other option in area) our air condition did not work when we arrived and er reported it at desk and were gone several hrs but it still didn’t work but front desk would not give us a trfund/or reduction in our cost. I called you office and was told I would get $15 credit only if I used your company to make reservations again. But guess what I will not be using your service any more. Will not recommend it either.
BEWARE smoking room rates
by KeithJOlsen on 2018/01/12 13:16
This app worked well and I didn't have any problems until I got there and found out that I had a smoking room. Nowhere was it apparent that the rate it was selling me was for a smoking room. This in information that should be eliminated with a simple button at the Very beginning. "Do you want a smoking room. Yes/No" Then your reservation information should have this information highlighted, on its own line. A person shouldn't have to search all the fine print to find this out. All of the other booking information is easily identifiable, but this piece is very important and not given the proper weight.
Total dissatisfaction
by pickwick fail on 2020/05/29 19:04
I booked a hotel in Savannah tn,I had a free night that I applied to the booking. They billed my card for the room instead of giving me my free night. So I called them the lady said she would have to cancel the reservation and rebook it, I said ok. She booked the room in Savannah georgia instead of Savannah tn. Of course I didn’t know this and we went on to the creek and spent the day afterwards we went to the hotel and they said we had no reservations there they were booked in Georgia. With it being a holiday weekend everything was booked. We had to drive back home. I’m not happy with them at all. I’m a single mom and times like this are few and far in between. Then a week later I had to call because the money has been taken out of my account still. They were more less oh well 🤬 total dissatisfaction with them. I would not recommend....
Not enough hotel options anymore.
by midnight with no hotel on 2019/12/08 07:05
I used to love this app, but today I used it and there were only 2 choices given to me in Van Horn, TX, a small town with hardly anything but hotels, gas stations and eating places. When the hotel I reserved had only 2 rooms non-smoking with 2 beds, and both rooms had unmade beds, there were no more choices on tour app except that same hotel. So I called the Wyndham, and their 2 hotels in town were booked up, so I started driving. The first hotel I came to was locked, but the 2nd one had a room for me. I was very disappointed I couldn’t use your help in the middle of the night when I really needed your help finding a different hotel. I’ve been using your service about 3 years now, and have used it whenever I travel, but gave noticed the selection of hotels has gone down from what it used to be, but tonight was the worst!!
Great for basic functionality, but issues with chat
by brydave on 2019/03/06 01:17
Booking and cancelling is easy, but trying to chat with their (very friendly and helpful) support team was difficult. When I left the app to check my confirmation number in my email everything reset and I lost my chat progress. After I went through the process of connecting to another support agent (with my confirmation numbered copied), I couldn’t paste it in the chat box. Also, sometimes the message box wouldn’t let me type anything, so I would have to hide the keyboard and reopen it to reply to a message. The main things I do in the app performed well, but when you already need support, every other little bump in the road seems 100x more annoying.
Too many hotels show up, but can’t be booked
by One in need of help! on 2017/10/18 21:27
The option for a review pops up after it literally took 1.5 hours to book a room. I was looking for a 3 Star hotel with at least 4+ rating. The app showed dozens that fit, close enough for me to take it. However it kept saying that this room was no longer available. But when I would redo the search, the same not available hotels would pop up again. I have used this app dozens of times a year for the last 6 years, but in the last 3 months, something has changed and it’s very frustrating.
Pictures
by freight dont wait on 2018/08/16 01:54
To start off, the price savings on this app are ridiculous! I literally saved $160 on here compared to the website. I was comparing the prices right next to each other on my phone. BUT, I wish they would fix their pictures. I had to go to Hyatt’s website to look at pictures of the rooms because they seem to use the same pictures for almost every room. Example... The Presidential Suite (highest price) had the same picture as the Guest Room King (cheapest). It was a bit misleading but I was able to get on the website and overcome it. Other than the pictures, this app is amazing! I will definitely use it again.
Rating Trends
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