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App name
Hotels.com: Travel Booking
Description
Our app is even more rewarding for Hotels.com® Rewards members! You can get to your next reward* night faster with app exclusive offers and be sure to opt-in to notifications so you don't miss out! When you’re ready to travel, take our app with you, after all, it’s your perfect travel companion. INSTANT SAVINGS ON APP • When you have our app, you get instant access to Secret Prices*, which can save you an extra 10% on thousands of properties worldwide. That’s real savings, right now. • “Tonight’s Local Deals” feature on our app is a great way to save on last minute bookings • Enjoy the flexibility of free cancellation on most hotels* OUR APP IS EVEN MORE REWARDING • Collect 10 stamps, get 1 reward night. Stamps can add up fast when you have the choice of staying at over 1,000,000 eligible properties worldwide – so you can get rewarded while you sleep • Love reward nights? You can get them faster on our app with app exclusive offers • You won’t pay a fee to redeem your reward nights on our app – and there are no blackout dates • Silver and Gold members can enjoy extra travel benefits at VIP Access properties DON’T LET THE NAME FOOL YOU – WE’RE MORE THAN JUST HOTELS • Easily find vacation homes, apartments, resorts and more on our app - we’ve got every kind of property for almost every kind of trip. So, whether it’s a short business trip or a long vacation, choose from over 1,000,000 properties worldwide. • Filter by theme for different types of trips • See the property’s location with the map view • Read verified guest reviews • Save your favorites FAST, EASY & SECURE BOOKING ON OUR APP • Pay now or later on most hotels – you choose whether you want to pay online or at the property • Save your payment details securely to book future stays even faster • Use Apple Pay® to book your stay OUR APP IS YOUR PERFECT TRAVEL COMPANION • Save your confirmation and access your booking details anytime – even offline • Easily manage your booking on the go. You can change or cancel if something comes up • Help is only a few taps away. Contact us or the property directly from the app • Opt-in for push notifications and we’ll send you updates about your stay • Use Siri shortcuts to quickly access your booking details *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. 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. Free cancellation on most hotels. Some hotels require you to cancel at least 24-48 hours before check-in. See property pages on our app for details. 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.
Recent searches function stinks
by Loop12 on 2021/10/14 23:35
Use the app frequently. On home page it still lists searches from years and years ago as recent searches.
0 Stars
by Cwf5100 on 2021/10/14 22:56
Not at all happy with hotels.com. Use a different app to book your stay.
Greatness
by Briannnn1976 on 2021/10/14 19:04
Love this app saves me a ton of money
Unprofessional & Zero Accountability Organization
by sugangul on 2021/10/14 13:54
Hotels.com disappoints. Cumbersome customer support, False information/ information witheld during bookings No accountability
Do not use this app or hotels.com service.
by Movie man 1965 on 2021/10/14 12:49
I had to cancel my stay at the Omni hotel over 24 hours in advance. I called hotels.com and was told that I wound not be charged a cancellation fee. They charged me the full amount for my one night stay, over $400. If I could give this app zero stars I would.
Charleston SC booking
by Joebidenisacunt on 2021/10/14 01:14
Horrific customer service. Called Hotels 3 times never got a result. Finally had to rebook on the App. Most of their CSR are beyond ignorant and have a poor command of the English language. JD
Can’t get an answer
by follower ofChrist on 2021/10/13 22:43
Tried the virtual agent then a live person who said they can’t contact anyone needed to resolve my issue. Now I am in limbo and have to start over.
App not working
by JennMishra on 2021/10/13 20:45
Can’t sign in to app. Blank screen.
Profits over accuracy and customer satisfaction
by Wes7771954 on 2021/10/13 19:03
It’s very easy to see why Hotels.com and their affiliated companies don’t put any emergency contact or complaint forum on their apps. In my case for the second time in a year I made a booking at a questionable “hotel” which Hotels.com adds daily without ANY VETTING because it’s a possible source of profit. Customer satisfaction, legitimacy, customer friendly, listing accuracy, location accuracy be damned. They do not care. It’s all about a buck and even review like mine won’t change a thing. Only boycott of some well designed alternative that did their job in vetting their listings and cared about customer satisfaction will change this. This is the world of Trump, arrogance and profits rule
Awful service and don’t expect a refund ever!
by Fredericktwinmom on 2021/10/13 16:04
Will never use again!
Misleading
by tired of messing with it on 2021/10/13 08:48
We were recently steered toward a motel by this app that was totally subpar. Truly disgusting place. It was a small own with absolutely nothing to draw anyone in. It isn’t a tourist area, no festivals going on… nothing. We were there to try to visit family members in nursing homes that were finally allowed visitors. With taxes, we were charged $195 a night for a room with peeling paint, a cracked shower, a leaky shower head and MOLD! The room smelled like dirty socks! The beds were uncomfortable and the staff was not helpful. I complained to Best Western and have gotten nowhere. They said they would adjust the room rate but what was booked here has not been adjusted. We cut our trip short and headed home. We are in our 70s. This is a 9-10 hour drive each way. The pandemic has left us unable to see our family for so long and to have it cut short by unhealthy accommodations Is inexcusable. On the way out if town we found hotels not even listed for half what we were charged. But by this time we both felt about half sick from the mold so we headed home. At our ages these trips are difficult physically and financially. We hope to return in the spring but I certainly won’t be booking through this app!
Don’t expect help from a chat! Waste of time.
by Zsdffgyy on 2021/10/13 07:31
We had been to Dallas, TX and relied on Hotels.com to find us a hotel. We wanted something close to city center and chose a Marriott. The place was old, smelled horrible, towels and other items littered the hallway. You have to be buzzed in because the neighborhood is unsafe. We come from NJ and are used to cities, but this was ridiculous. There was a drug deal by the hotel. I stopped and asked a police officer if it was safe. He told me they always have 8 cars parked in the area all day and it isn’t safe at night. NYC, Newark, and Trenton felt more safe. We did a chat that got us nowhere to get our money back to go to a better part of town. The automated system at least gave us 3 out of 4 days back. We didn’t rebook through Hotels.com because of there unhelpful customer service. We could not speak to a human. We didn’t stay at the hotel that we booked; instead we took a one-night hit and paid a second hotel for our safety and to get out of a bottom of the barrel hotel that is not up to the standards of the Marriott name. Seriously do not book this hotel.
Can’t find my reservations
by Jg90069 on 2021/10/13 03:26
Why can’t these guys realize that it’s really important to be able to see my reservations.
Horrible customer service
by An3ieMartinez on 2021/10/13 02:00
The the customer service is unprofessional, slow, and as a third party not worth the trouble. This review is between the LINQ in Las Vegas and hotels.com. Both places did not resolve my issue and charged me a higher rate all due a misspelling of names. I tried to check in and it was declined so I paid again the walk in rate in Las Vegas and was offered a cheaper rate for my troubles. After the dispute went thru with LINQ and hotels.com LINQ decided to refund the cheaper rate. Even though it took an approx 40min to check in. Spent another 1 hr on the phone with hotels.com with their customer service. Nothing was positively done in my favor. Do not bet on LINQ or hotels.com for your next stay. Cheaper rates can be found.
Bad Service - There is No Guarantee
by Djchlo on 2021/10/12 22:26
Booked online same day. We arrived at the hotel and they had no rooms. 2 days later we get charged by hotels.com , we called customer service and they gave us a hassle to refund the money for a guaranteed room we didn’t get. 👎🏼 Outsourced help desk to Philippines 👎🏼
Doesn’t work
by Fullback33 on 2021/10/12 21:44
Most of the time
Never ending pestering about a trip I’m not taking
by KEKJFT on 2021/10/12 20:42
I scheduled a trip a couple months out, then had to cancel due to an injury. This stupid app now asks me multiple times per day if I’m still thinking about that trip, but it doesn’t give me the option to say NO! I seem to have to choose between turning off all notifications, which could be problematic for planned trips, or put up with nonstop pestering about a trip I can’t take. Those are lousy choices.
Muy bueno
by Bellahrdz on 2021/10/12 19:21
Me encanta
Mr Kelly
by ProfessorKel on 2021/10/12 18:46
I truly find this app to be very helpful indeed..
No help available
by EJBts on 2021/10/12 16:45
The virtual agent is of little use to fix human mistakes. I was charged for a room on hotels.com and then again by the hotel. I have attempted to get resolution for several weeks, but there is no way to speak to/get the attention of a human being.
No help Costurmer
by brtrips.com on 2021/10/12 04:42
When we need help it is very poor
The Best Place to Find Great Deals!!
by The Housekeeper.:) on 2021/10/12 00:35
Every time I search for a Hotel with Hotels.com, they Give me the best prices! What Great Service I receive from them. THANK YOU FOR SUCH WONDERFUL SERVICE!
Heartless Corporation
by Mrs.CarterAlkek on 2021/10/11 20:39
They refused to refund my free rewards night due to the fact that my father died and I was unable to make my reservation. They basically said “F**k you and we don’t care about your dead dad”. Shame on you Hotels.com. Deleting app and not using services any longer.
App gives error when trying to add reservation to Wallet
by MrDCTaylor on 2021/10/11 13:40
When I try to add my reservation to the Apple Wallet I get this error message: “Oh no, something has happened! The pass cannot be read because it isn’t valid.” I have tried multiple times, I’ve force quit the app, and I’ve even rebooted my iPhone. I tried to report the bug to hotels.com And they are useless. They say to contact the app developer. I even deleted and reinstalled the app and it doesn’t help.
Add to Apple Wallet stopped working
by TJR54 on 2021/10/11 11:30
For my last several bookings, I’m unable to add them to my Apple Wallet on my iPhone. I miss the convenience of this feature and may go elsewhere if this feature isn’t fixed!
Frequent log in issues
by DhZhong on 2021/10/11 03:34
The app would log me out from time to time. All my passwords did not work. When I use the “forget password” option I never get an email with the link to reset. And yes I had checked my junk mails, not there. Frustrating
Service good app not so much
by rockin'IT on 2021/10/11 03:07
I tried using the app to book and I think it worked, but it doesn’t appear on the “bookings” tab. After finding the email and entering the confirmation number and found the booking, it still didn’t populate. A bit dosnconverting
Always have a problem changing…
by Rutile99 on 2021/10/11 01:05
I always have a problem changing reservations if they’re in another country. Apparently, you have to get permission from the hotel to allow hotels.com to change it.This doesn’t sound like much however, it takes days to get something changed – if they’re going to change it. My advice when using this company to book hotels abroad, is to make sure you have free cancellation.
Easy to use!
by LKDav on 2021/10/10 15:31
Easy to use and very convenient!
The worst customer service!
by El Frappacino on 2021/10/10 13:35
Your customer service is absolutely the worst I have experienced in a long time. You don’t care about your customers and the hotels you advertise for once you have collected your money. I have been trying to get in touch with a human for help for two weeks and all you keep doing is sending me reviews to fill out. I refuse to use or recommend your site ever again unless you contact me and address my concerns.
Связь с предметом размещения
by Katryn@ on 2021/10/10 12:28
Плохо что нельзя написать в объект размещения . Не смогли заселится (
Horrible horrible
by xmdbfbdi on 2021/10/10 05:05
Pay almost $400 a night and have a bat attack you, no apology or nothing! Uber to hotel and they are booked even though you booked through hotels.com!!! They don’t care if your stranded or have to drive drunk. Wait 10 days for refund after waiting on hold forever. No thx
I would give a zero stars if possible
by Lost $350 dollars!! on 2021/10/09 22:43
I purchased $350 in gift cards and can’t get them to work and hotels.com will not address the problem. Book with someone else!!!
Hotels.com is horrible!
by Johnny Lyst on 2021/10/09 20:22
The title here explains it all. Ever since I had a customer rep help me, my account is now compromised. I can not log in or change my password. In fact, now associated to my account is an email address completely foreign to me! Even a so called “protected” link to reset my password email to my actual real email address, when clicked upon, I’m denied access.
Not satisfied customer
by assssssfgghjklkkhyh on 2021/10/09 16:51
Could not get through customer service. No phone. Virtual assistance not helpful
Rewards are a joke
by Chaplain George on 2021/10/09 14:25
This site is a joke a very bad joke. You build up points and then they disappear. You try to inquire and get blown off. Rip off.
Ripoff!
by Anonymusette on 2021/10/09 00:50
I canceled my hotel reservation before the cut off date and was still charged one night’s stay! Will cancel my account and never recommend Hotels.com to friends.
Sukit Trebek
by Hildebrandy on 2021/10/09 00:04
Absolutely scary bad. Useless and a waste of time. Use another service!!!!!!
Would give no stars
by heretohide on 2021/10/08 18:08
Don’t use in the realm of Covid. There’s no option to cancel because of it without still having to pay for the rooms.
Best Hotel app
by mysonRichard on 2021/10/08 15:07
Love this app would recommend to my friends
Needs improvement
by padanko on 2021/10/08 13:58
All bookings don’t show in my account. Chat doesn’t respond to questions asked and disappears.
FRAUD CITY
by White Boy Whitey on 2021/10/08 05:21
This app is Big Tech Fraud At It’s Finest. Terrible service. I’m a gold star blah blah blah can’t even get a call back. NEVER AGAIN.
Horrible experience
by Laura Monson on 2021/10/08 00:37
The first time I used the app it glitched. This resulted in 2 rooms being booked in my name, not 1. Hotels.com said they had no record of the error/over-booking, and refused to reimburse the entire charge to my account.(I was at a $50 loss.) Then, the hotel charged a different card additionally. Making it 3 times I paid for 1 room. I have yet to receive any refund from them. I am just aghast, and will not use this app again.
Impossible!
by pFellin on 2021/10/07 21:06
This app is impossible to navigate and useless when issues arise!
Bad customer service
by محمد ٧٤ on 2021/10/07 15:21
Bad customer service
Not happy
by Yenba5 on 2021/10/07 03:59
Not happy with Hotel.com
Crappy App
by TheButchie on 2021/10/07 01:18
Cannot reset password. The “server” denies access. Not convenient!
Many years of use and enjoy the rewards
by tri citi guy on 2021/10/06 21:12
I like the advance information provided
Unhelpful when trying to ask question
by Senagami on 2021/10/06 19:00
I forgot password during pandemic. I no longer have access to old email but have tons of advertising on my other email. No way to recover password, hence account
Rewards
by banrez on 2021/10/06 14:49
Every time I hit 9 rewards , ready to book 10 and 11 , I get kicked out of my account, and the system will not let me back in! I have to delete the app and reboot and it , thinks I’m new every time I log in! I have tried everything , loosing faith!
Worst support EVER
by UrsusKI on 2021/10/06 14:05
If you just use the website and NEVER have need to alter your plans of travel, then this is the app for you. If however, you’re also living in a pandemic and find your plans changing so that you require a conversation with an actual person then you’re doomed. If you book rewards they will not be returned if plans change, even if you have Covid.
Refund please!
by 4davis on 2021/10/06 13:52
Booked a trip and paid full amount in advance plus extra to be able to cancel with full refund! Canceled due to Covid but no refund!!!!!!
Buyers beware
by jathan9702 on 2021/10/06 13:09
No Help At All
Terrible App
by jkl867b on 2021/10/06 01:01
User unfriendly
Do not use hotels.Com
by WhoDatBamafan on 2021/10/06 00:17
They loose your rewards and your credit card gets hacked. It happened to me 3 times. Then you can’t even talk to anyone.
Can’t extend the stay
by Aurika on 2021/10/05 22:51
I really wish I was able to extend the stay at a hotel after the reservation starts. The option to change the dates is only available for future reservations. So if it’s necessary to extend the reservation I would need to speak to the hotel directly. When on a business trip, waiting to get to the hotel to speak with someone can be complicated. Would have been easier if I could extend my stay through the app.
Bed experience with services .
by Poncenaucalpan33801 on 2021/10/05 22:47
Terrible phone service by hotel. Com employee. Really is enough with this company.
No customer service
by blahblahblah379 on 2021/10/05 22:20
-10
Cant or very difficult to get through to the sources I need
by lost hope here on 2021/10/05 19:29
Im extremely disappointed. Plus no call backs.
Great Application
by kris.Waz on 2021/10/05 15:35
I use this application for all my reservations, Great one highly recommended
Add to wallet no longer works & no add to calendar option
by UWOT63 on 2021/10/05 15:34
All bookings through Hotels.com have so far been successful. However, from the app side, the “Add to wallet” function no longer works on iPhone, which is very disappointing, and there’s no option to save a reservation to my calendar. These are basic functions that any half-decent app should be able to do, but not this one. Been using this app for several years.
Can’t see past bookings?
by Mwwww4736 on 2021/10/05 02:02
Is there a way to see past bookings? Can’t find it
Crappy service
by Bellagirl28 on 2021/10/05 01:57
I called to have them apply my points and the girl changed my room preferences from a king to a queen without my permission. I asked them to change it back and they won’t unless I pay $126.00. She did this not me.
Poor costumer service
by ***Dec on 2021/10/05 01:16
Unwilling to work with you if you have issues with claiming the reward night which was the only reason I book with them.
Doesn’t always give you your rewards stamp!
by Stillwaitingforittoslowdown on 2021/10/05 00:33
I’m missing numerous rewards stamps. I am staying the 2nd night in a hotel that they have no record of me in! Tired of not getting what I’m paying for. I’ve called and got hung up on. The hotel front desk spoke to them trying to get my rewards stamp towards my free night- they got hung up on too! Wow! Terrible customer service. I will be writing a letter to the corporation. I’m not sure what Expedia is doing but it’s not working. I’m not giving up what I earned though. Anyone else having this problem, please write them, call and complain.
Beware
by catbaths on 2021/10/04 23:51
I just tried to cancel/change a reservation I made 15 minutes ago for tomorrow night. I unintentionally hit cancel and cannot find a way to talk to anyone to reverse that. So my 10 minutes on hotels.com will cost me $100 in non-refundable fees. I tried to reinstate the reservation but got no response. In desperation because my guy needs the room tomorrow night, I went to the choice hotels site and found the same room for $76.00. Needless to say, I have learned an expensive lesson, and one that we as retired folks can ill afford. Boo hotels.com.
Straight Garbage
by hotels.garbage on 2021/10/04 23:03
Customer Service is horrible.
No longer a fan !
by Screamin eagle 2011 on 2021/10/04 18:43
Look……I used to be a huge fan of Hotels.com and I encouraged everyone to use them. I believe that their shortcomings are a result of their success. I can’t completely fault them because I know that finding good help, any help, is tough. With that said…..if you are advertising that you are providing a service then you better figure out a way to do it. I have similar complaints as others on here. Mostly no accurate communication between Hotels.com and the hotel. The biggest complaint I have is that the hotels won’t provide me with a receipt (for expense reimbursement) when I check out. Hotels.com doesn’t have an “easy” way to print off receipts. Even when I inquired through the CHAT line…..they couldn’t find a “print receipt” shortcut. For now, I just take a screenshot and send it to the printer….not ideal because it doesn’t contain all the necessary info (need to take 2 screenshots) but it works. I’ll be checking out the competition for my next business trip.
Ruined my trip
by KaylaMN on 2021/10/04 16:57
I tried to make a booking at a resort in a popular fall destination for this past weekend. Not a lot of options in the area due to it being a popular destination but i was able to find a resort on hotels.com. OR SO I THOUGHT. Beware- hotels.com changes the YEAR you’re looking to book without warning if they can’t find a lot of availability in the current year. Absolutely 0 message or “are you sure” for booking me a year later than I input. I show up at this resort to find hotels.com booked me for 2022. The front desk attendant said they are finding this very common when guests book on hotels.com and then show up to see that they were actually booked a year in advance. Because of the fall popularity in this location, there were no rooms available anywhere within 200 miles so I had to drive 5 hours home in the middle of the night and didn’t get to have a trip. Product managers at hotels.com - FIX THIS. This is a horrible experience for guests. At the very very least prompt guests before you allow them to make a booking for a year they did not search for.
Poor Experience
by _poor service_ on 2021/10/04 15:28
The app should be able cut off booking and paying once the Hotel cuts off bookings. But this app showed an available hotel, took my payment even though the hotel was not accepting anymore bookings when I arrived. Couldn’t check in, couldn’t get my money back. Hotel.com customer service is impossible to reach
Rooms for disabled
by travis b. springfield, jr. on 2021/10/04 14:29
In spite of past requests to stop doing it, when using the app we frequently get put in rooms for the disabled. Features helpful for those in wheelchairs and other challenges turn out to be unhelpful for us.
App needs overhaul
by EagleAJ on 2021/10/04 14:16
App still has bugs. Specifically, a booking cannot be added to the iOS calendar if you are in the app. An invitation is viewable, but accepting is not responsive. The confirmation email gives no option to add to calendar apart from Google calendar, which I do not use. Having bugs and issues in a travel app is totally unacceptable in this day and age.
Annoying, keeps me signing off every few mins
by harshitgindra on 2021/10/04 13:52
I’m pretty much annoyed by the app. It keeps me signing off after few mins even if I don’t close the app. Every time I want to see my bookings, I have to sign in.
No longer user friendly
by pamela:::abc on 2021/10/04 02:16
I’ve always loved this app until recently. First, you CAN NOT call anymore and speak with a live person. The wait time the last time I called was 3 hours! Second I have to sign in every single time I use the app, including picking out all of the right side up kitty cats in 2 separate pics. Then you have to pick out more right side up kitty cats to pay!! It is maddening!
Don’t waste your time
by abigale&52 on 2021/10/03 22:38
Since Expedia consumed this transaction expect non-consumer service or results. How unfortunate!!!!!!!!!!
Property location and photos
by bnxcvb on 2021/10/03 18:55
You need to make sure the photos and property location are accurate! We traveled for a month and used your application exclusively to book our stays and I have to say, it’s hit and miss if I rely on hotels. Com! When people travel and use your application they expect a certain amount of du diligence on the part of your company! Next time , i am going to do my research and contact the hotels directly! It’s going to take less time and send at least I’ll be sure of what yo expect when I get there.
Dispute unapproved app charges with bank right away
by Thank you,Dish! on 2021/10/03 16:56
Booked hotel through app, drove 1000 miles to hotel to be told they don’t have a room for me, or any other rooms. They sent me to the hotel next door, which had a room, which I booked through app. First hotel got paid by Hotels.com (even though my selection was to pay the hotel directly) and said I stayed there the whole weekend. No one will refund the room I was unable to stay in, and each party says I need to talk to the other to get the refund approved. On month three of disputing charge.
Mississippi. Kathy
by mississippi kathy on 2021/10/03 07:52
My card was charged $80.52 more than your quote. I am not happy!
HOTELS.COM IS HORRIBLE!!!!
by Dawn Barber on 2021/10/02 22:46
If I could give less than a 1 star I would!!!! I have waited 2 months for them to refund me my $800.00 dollars and still have not received it. They say a manager will call back, but never does. I talked to the hotel itself and they never took the money from Hotels.com. Everytime I call they tell me I have to wait 10 days. I am just so upset!!!
O resolución con problemas
by nakendn on 2021/10/02 22:27
Tengo problemas para iniciar sesión y la solución que me dieron es crear una nueva cuenta
Do not use
by stranded 123 on 2021/10/02 20:48
Do not use hotels.com. They took my reservation and did not send it to the hotel. I am stuck in kirksville without a room for the night. What a scam
Hotels.com
by boss206$ on 2021/10/02 16:21
No customer service at all stuck waiting for over an hour and no customer service still there’s other apps out there that reward you just as fast with way better customer service Use Wyndham or choice hotel instead
They cancel my reservation
by zuly franco on 2021/10/02 15:20
They cancel my reservation with out letting me know I was on the hotel at 9pm and they tell me to call hotel.com because they cancel and I call and they didn’t do anything they just said yes we cancel I don’t know why it was a really bad situation and bad service
Good
by libupeiyijren on 2021/10/02 14:51
Easy to use, beautiful scenery. Style simplicity The scenery is very nice. The food is very hygienic. Good conditions.
Good app
by rmb60515 on 2021/10/02 10:10
But easy to view upcoming bookings. Only shows completed Bookings. The swipe in the body is not apparent.
Worst booking site around
by angry with this site on 2021/10/02 00:18
I booked a hotel using $100 in loyalty points plus added $139 because hotels.com quoted me $240 for a “ conference and resort center”. Turns out the cost of this dump is $55 a night. NEVER WILL I USE THIS SITE AGAIN. I am furious with hotels.com
Can not talk to a person
by thayes1956 on 2021/10/01 20:19
Can not find a number to call and book 6 rooms
Enjoyed the freenight stay!
by mellowroos on 2021/10/01 19:21
Thank you Hotel.com , have used app quite few years , so much easier to use and search now. Btw Super cuuute emoji on the app.
Former loyal customer
by Former loyal custom on 2021/10/01 15:47
I will use another service from now on due to too many policy changes that don’t benefit the customer.
Cool interface - Crappy functionality
by KG1083 on 2021/10/01 14:27
I have been trying over and over to login. I had to reset my password and when I did I was giving an error notice.Even trying to post this review it’s now asking me for a nickname. A unique one that isn’t used anywhere else on their site by anyone else. Without any prompt or guidance on how to change the nickname to use an available one.
Great app
by mikef180 on 2021/10/01 07:04
Easy to use. Filters work and options are plenty!
Worst application!
by ZHYAR BARWARI on 2021/10/01 06:09
I booked nevali hotel in sanliurfa-turkey for yesterday night, when i arrive hotel they inform me that my reservation canceled! without any email or any update to my email, i wait they say we will help you here i wait 2 hours and did not have any respone and i was coming all the way by car was very tired! so i will not use this application anymore and dont reserve this hotel ever.
Can’t get help
by bryanabe on 2021/09/30 19:06
I booked a room on Hotels.com and needed to cancel ,because my girlfriend went into the hospital and it kept freezing up every time so I tried calling.I called 10 TIMES !!!! and couldn’t get a live person on the phone !!!! By the time I was able to cancel ,the app said I couldn’t get a refund !!! I’ve tried calling and calling and can’t speak to. Live person ! Terrible Service
Constant Reloading
by EXS214 on 2021/09/30 01:03
Every time you click on a hotel for more info, then click the back button, it always zooms out of map and reloads everything. This take up a lot of time when trying to check out multiple hotels.
Poor customer service
by Yt848657 on 2021/09/29 18:30
I booked hotel two months prior. App never added booking onto my account. When I went to change the dates, I didn’t see the days for free cancellations or changes. By the time I found my original email and looked the reservation up by confirmation number, I was a day late. Hotel wouldn’t work with me and app wouldn’t cover the charge. I was charged $300 for nothing. Very disappointed.
Ripped off
by jjjjjjaaaallllll on 2021/09/29 17:21
I used my stamps to get a rm for 27$ which I was charged and the hotel still charged me 97$ on top of that will never use this app again
bhpbrew
by bhpbrew on 2021/09/29 15:08
It’s to difficult to cancel
I never get a reply from Hotels.com. Will never use this company again!!
by Gohikingprn on 2021/09/29 11:17
No customer service at all.
Hasn’t worked for over two weeks.
by cold on the beach, in Hatteras on 2021/09/29 02:35
Two weeks, this page hasn't worked. Now, tonight in Hatteras, NC sitting on the beach instead of a Hotel. I even deleted and down loaded the app. Incase the issue was on my end.
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.
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.
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!
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.
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
Customer service is horrible
by bartt clay you all lie on 2021/08/22 19:46
They do a bait and switch they give you codes for extra stamps that you won’t get instead there system conveniently don’t show something that you know you did gold membership also a lie you never get the perks they say you will and when it’s something simple to fix they give you the run around so after many years of using the service and average 150 ish nights a year I will book one more night through them to get my free night which I should have already had then I will no longer use them or their parent company Expedia and I think the only way to stop these crooks these liars is by boycotting there services until they realize that the customer is what keeps them relevant DO NOT USE THEM THEY WILL CHEAT YOU IN THE END AND THEN ACT LIKE YOU DONT KNOW WHAT YOU DID. Oh the offer you a coupon for garbage because no place I stayed ever full filled the perks they claim you will get
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.
Marina Banderas Suites, Nuevo Vallarta Mexico
by Momagirl1 on 2021/07/01 04:39
This by far will be one of the easiest reviews to write. My husband and I stayed a couple of nights at this resort and will be recommending it to all my family and friends. It absolutely is a gem. The rooms were nice and clean, the personal touches(fully stocked mini bar), was outstanding. At first we were a little Leary with it not being a large place but the staff, especially Alida and her daughter Alida, made us feel welcomed, and safe. They were extremely helpful and ALWAYS made sure we were taken care of. The on sight restaurant was excellent!!! The food was delicious, and they too met every need and/or request. We really, really felt welcomed and very well taken care of. I actually hated to leave. Staying there was the absolute highlight of our trip to Puerto Vallarta and an all around great decision I will definitely miss you all and hope to be back soon. Pam&Joseph W., Chicago, IL.
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.
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!!!
Worst add a customer service
by Lanoshah on 2021/01/15 01:45
I have never seen the worst customer service like this!!! I have booked a room on January 14 till January 15 by mistake I wanted to book my room on January 15 till January 16 the minute that I made my mistake I called and asked to change the date just for an extra 24 hour which will be January 15 to January 16!! I called about 3-4 times and they keep telling me to wait and wait and wait and then when I fed up I called the last time and then at the end they tell me that you will need to book another room in FULL price because we can’t change the dates for you even if it was just for the extra day..!!!!!!!! This is the most ridiculous I have ever seen like this before. I’m never coming back ever again or dealing with this app again!! I DO NOT recommend this app to nobody because they just take their money and go they don’t care about any situation or whatever cost.. I am highly disappointed I have been with this ad for years and just for an extra day they couldn’t change the date and wanted me to pay a whole Nother price for no reason.
Love this app!
by IL, Chicago worlds team on 2021/01/22 14:14
I have been using this app for years! It’s super convenient. I use it on the go on road trips and can find hotels near me easily always at theBest prices! Booking is super fast. I have earned many hotel rooms over the years. Not many sites do that!They had a glitch last month and I was worried they were down but it was only temporarilyProbably due to Covid as most businesses. They came back with a new website now that’s even easier to navigate! I have spoken with customer serviceBefore when I’ve made an error and they fixed it quickly. Not sure what people are complaining about? There has been a pandemic going onAnd the hotel industry was affected greatly. Cut them some slack! They will take care of you!
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.!!!
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.
Frustrating!!!
by Twisted30 on 2021/07/28 03:38
I tried to book a room. I get to the payment and see there is now an option for Apple Pay... except it didn’t work, because my “shipping” address doesn’t match. So, I thought I needed to update my account. Can’t get directly to my account - had to back all the way out of the booking to get to my account. Turns out, there is no way to enter your physical address to the account! So they have Apple Pay option, which is impossible to use!!! So, I go through everything all over again to book the room and pay with card - that still works. But, you are on the page of booking confirmation and to get back to home, or anything else, you have to tap back... back, back, BACK AGAIN! Why?!? So then I go to send feedback... get half way through and there’s a pop-up to let me know the booking has been confirmed. Why?!? So, I click “ok” and it sends me back to home! Everything I typed into feedback is gone! WHO DESIGNED THIS 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.
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.
Lexi
by lexi97014 on 2021/07/22 19:51
The absolute worst booking app you could possibly get they advertise that they will refund you if the hotel doesn’t let you stay totally false information the hotel will not let us stay because we are locals which is the Ramada inn don’t ever stay there lady is so rude this booking site wanted to charge me the full amount of my stay which is $204 to change your reservation even though it’s supposedly guaranteed refunded if it’s on the hotel not you then if you do get a refund it takes over 10 days to receive itLong story short three days later I am paying out of my pocket again here at hotels over $600 they have over 200 of mine and they still won’t make a change to my reservation been on the phone with them for over four days now trying to get not my money back just a reservation change worst hotel booking site you could possibly get every time you get someone on the line for customer service it’s a 2 1/2 hour wait and then they’ll hang up on you so you don’t have to deal with it
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.... ;)
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.
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..
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.
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.
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.
Look don’t buy
by WOw hated site on 2021/07/10 02:27
Great place to look what’s available but here’s the downfalls to reserving room through them. Sometimes reservation don’t show easily on app ( what I though was originally nice.. even paid a bit more for than direct thing rather than going into email). My biggest issue - just had really bad experience at a Holiday Inn Express. Because I used app ( Hotels. Com /Expedia) they could not reduce my cost as promised, so I got points ( = 20% off one night visit). Three days of barely sleepy because of mechanic issues and out of control noisy guest till 2am ..and I get 20% of a one night stay at their hotel again 🤨😡😡. Wanted to really like this but you loose all ability for true grievance as customer with it use. Then when I wrote to app I got we will read this, but you may or may not get a response. Not feeling they will be helpful with this process- or with refund/compensation.
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??!!!
Almost perfect
by gramJBI on 2021/03/14 02:51
The app helps you find hotels at reason Able rates & makes reservations for you. However they get a commission that the hotel has to pay, they give you “stamps” they remove if you don’t make additional trips in a set periods. Also because of your reduced rate the hotel won’t give you other benefits or discounts full paying clients get. There is no provision on the website for making complaints about policies or service eXcept here. Air b&b or other reservation services may be better choices. They didn’t tell me that the hotel I made reservations with & paid for in advance was under construction until after I paid or that the advertisedrestaurant pool Exercise room & free breakfast weren’t available because of COVID 19 or construction.
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??
Over booking
by evian naive on 2021/08/01 01:19
Usually this is my go to app. The last few weeks I’ve been having trouble making reservations and being signed out. I arrive at my destination yesterday after driving hours just to be told that this site over booked. There were a number of people (approximately 17) that had the same issues and we were all standing there with no place to stay. The property at Red Roof Inn Jacksonville/Orange Park did nothing to accommodate any of us. This is beyond ridiculous!! I need to be sure that my card had not been charged and I am requesting a free stay of my choice for the inconvenience!! I also should still receive my points, you sent me an email asking about checking in but I couldn’t check in!! Update your apps daily! Keep up with your number of booking and most importantly take care of your customers!!!!
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.
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 !!!
Can't Trust Them...
by JewlsBaby on 2021/04/18 20:30
Not only did this app book a room that I did not click to book but they didn’t took the money out of my PayPal accountAnd even checked me in to the room around 7 o’clock sending me an email let me know when I called the hotel they still had and I had anything sent to them just the same as when I went to book in to the room at the hotel the hotel did not have the information needed. I have dealt with a lot of apps in booking hotels and this is the first one has ever done this. I am in the process of trying to get my money back and I really hope that I do because this is ridiculous. I was going to just get the room but I couldn’t even do that. Then when I tried to email them several different times from different links on their app and online I got every email sent back to me!!! User Beware....Shady Sh;t going Down with THIS app 💯
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
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.
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!
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! 😡😡😡😡😡
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Current Version (16.1)
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App name
Hotels.com: Travel Booking
Description
Our app is even more rewarding for Hotels.com® Rewards members! You can get to your next reward* night faster with app exclusive offers and be sure to opt-in to notifications so you don't miss out! When you’re ready to travel, take our app with you, after all, it’s your perfect travel companion. INSTANT SAVINGS ON APP • When you have our app, you get instant access to Secret Prices*, which can save you an extra 10% on thousands of properties worldwide. That’s real savings, right now. • “Tonight’s Local Deals” feature on our app is a great way to save on last minute bookings • Enjoy the flexibility of free cancellation on most hotels* OUR APP IS EVEN MORE REWARDING • Collect 10 stamps, get 1 reward night. Stamps can add up fast when you have the choice of staying at over 1,000,000 eligible properties worldwide – so you can get rewarded while you sleep • Love reward nights? You can get them faster on our app with app exclusive offers • You won’t pay a fee to redeem your reward nights on our app – and there are no blackout dates • Silver and Gold members can enjoy extra travel benefits at VIP Access properties DON’T LET THE NAME FOOL YOU – WE’RE MORE THAN JUST HOTELS • Easily find vacation homes, apartments, resorts and more on our app - we’ve got every kind of property for almost every kind of trip. So, whether it’s a short business trip or a long vacation, choose from over 1,000,000 properties worldwide. • Filter by theme for different types of trips • See the property’s location with the map view • Read verified guest reviews • Save your favorites FAST, EASY & SECURE BOOKING ON OUR APP • Pay now or later on most hotels – you choose whether you want to pay online or at the property • Save your payment details securely to book future stays even faster • Use Apple Pay® to book your stay OUR APP IS YOUR PERFECT TRAVEL COMPANION • Save your confirmation and access your booking details anytime – even offline • Easily manage your booking on the go. You can change or cancel if something comes up • Help is only a few taps away. Contact us or the property directly from the app • Opt-in for push notifications and we’ll send you updates about your stay • Use Siri shortcuts to quickly access your booking details *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. 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. Free cancellation on most hotels. Some hotels require you to cancel at least 24-48 hours before check-in. See property pages on our app for details. 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.
Recent searches function stinks
by Loop12 on 2021/10/14 23:35
Use the app frequently. On home page it still lists searches from years and years ago as recent searches.
0 Stars
by Cwf5100 on 2021/10/14 22:56
Not at all happy with hotels.com. Use a different app to book your stay.
Greatness
by Briannnn1976 on 2021/10/14 19:04
Love this app saves me a ton of money
Unprofessional & Zero Accountability Organization
by sugangul on 2021/10/14 13:54
Hotels.com disappoints. Cumbersome customer support, False information/ information witheld during bookings No accountability
Do not use this app or hotels.com service.
by Movie man 1965 on 2021/10/14 12:49
I had to cancel my stay at the Omni hotel over 24 hours in advance. I called hotels.com and was told that I wound not be charged a cancellation fee. They charged me the full amount for my one night stay, over $400. If I could give this app zero stars I would.
Charleston SC booking
by Joebidenisacunt on 2021/10/14 01:14
Horrific customer service. Called Hotels 3 times never got a result. Finally had to rebook on the App. Most of their CSR are beyond ignorant and have a poor command of the English language. JD
Can’t get an answer
by follower ofChrist on 2021/10/13 22:43
Tried the virtual agent then a live person who said they can’t contact anyone needed to resolve my issue. Now I am in limbo and have to start over.
App not working
by JennMishra on 2021/10/13 20:45
Can’t sign in to app. Blank screen.
Profits over accuracy and customer satisfaction
by Wes7771954 on 2021/10/13 19:03
It’s very easy to see why Hotels.com and their affiliated companies don’t put any emergency contact or complaint forum on their apps. In my case for the second time in a year I made a booking at a questionable “hotel” which Hotels.com adds daily without ANY VETTING because it’s a possible source of profit. Customer satisfaction, legitimacy, customer friendly, listing accuracy, location accuracy be damned. They do not care. It’s all about a buck and even review like mine won’t change a thing. Only boycott of some well designed alternative that did their job in vetting their listings and cared about customer satisfaction will change this. This is the world of Trump, arrogance and profits rule
Awful service and don’t expect a refund ever!
by Fredericktwinmom on 2021/10/13 16:04
Will never use again!
Misleading
by tired of messing with it on 2021/10/13 08:48
We were recently steered toward a motel by this app that was totally subpar. Truly disgusting place. It was a small own with absolutely nothing to draw anyone in. It isn’t a tourist area, no festivals going on… nothing. We were there to try to visit family members in nursing homes that were finally allowed visitors. With taxes, we were charged $195 a night for a room with peeling paint, a cracked shower, a leaky shower head and MOLD! The room smelled like dirty socks! The beds were uncomfortable and the staff was not helpful. I complained to Best Western and have gotten nowhere. They said they would adjust the room rate but what was booked here has not been adjusted. We cut our trip short and headed home. We are in our 70s. This is a 9-10 hour drive each way. The pandemic has left us unable to see our family for so long and to have it cut short by unhealthy accommodations Is inexcusable. On the way out if town we found hotels not even listed for half what we were charged. But by this time we both felt about half sick from the mold so we headed home. At our ages these trips are difficult physically and financially. We hope to return in the spring but I certainly won’t be booking through this app!
Don’t expect help from a chat! Waste of time.
by Zsdffgyy on 2021/10/13 07:31
We had been to Dallas, TX and relied on Hotels.com to find us a hotel. We wanted something close to city center and chose a Marriott. The place was old, smelled horrible, towels and other items littered the hallway. You have to be buzzed in because the neighborhood is unsafe. We come from NJ and are used to cities, but this was ridiculous. There was a drug deal by the hotel. I stopped and asked a police officer if it was safe. He told me they always have 8 cars parked in the area all day and it isn’t safe at night. NYC, Newark, and Trenton felt more safe. We did a chat that got us nowhere to get our money back to go to a better part of town. The automated system at least gave us 3 out of 4 days back. We didn’t rebook through Hotels.com because of there unhelpful customer service. We could not speak to a human. We didn’t stay at the hotel that we booked; instead we took a one-night hit and paid a second hotel for our safety and to get out of a bottom of the barrel hotel that is not up to the standards of the Marriott name. Seriously do not book this hotel.
Can’t find my reservations
by Jg90069 on 2021/10/13 03:26
Why can’t these guys realize that it’s really important to be able to see my reservations.
Horrible customer service
by An3ieMartinez on 2021/10/13 02:00
The the customer service is unprofessional, slow, and as a third party not worth the trouble. This review is between the LINQ in Las Vegas and hotels.com. Both places did not resolve my issue and charged me a higher rate all due a misspelling of names. I tried to check in and it was declined so I paid again the walk in rate in Las Vegas and was offered a cheaper rate for my troubles. After the dispute went thru with LINQ and hotels.com LINQ decided to refund the cheaper rate. Even though it took an approx 40min to check in. Spent another 1 hr on the phone with hotels.com with their customer service. Nothing was positively done in my favor. Do not bet on LINQ or hotels.com for your next stay. Cheaper rates can be found.
Bad Service - There is No Guarantee
by Djchlo on 2021/10/12 22:26
Booked online same day. We arrived at the hotel and they had no rooms. 2 days later we get charged by hotels.com , we called customer service and they gave us a hassle to refund the money for a guaranteed room we didn’t get. 👎🏼 Outsourced help desk to Philippines 👎🏼
Doesn’t work
by Fullback33 on 2021/10/12 21:44
Most of the time
Never ending pestering about a trip I’m not taking
by KEKJFT on 2021/10/12 20:42
I scheduled a trip a couple months out, then had to cancel due to an injury. This stupid app now asks me multiple times per day if I’m still thinking about that trip, but it doesn’t give me the option to say NO! I seem to have to choose between turning off all notifications, which could be problematic for planned trips, or put up with nonstop pestering about a trip I can’t take. Those are lousy choices.
Muy bueno
by Bellahrdz on 2021/10/12 19:21
Me encanta
Mr Kelly
by ProfessorKel on 2021/10/12 18:46
I truly find this app to be very helpful indeed..
No help available
by EJBts on 2021/10/12 16:45
The virtual agent is of little use to fix human mistakes. I was charged for a room on hotels.com and then again by the hotel. I have attempted to get resolution for several weeks, but there is no way to speak to/get the attention of a human being.
No help Costurmer
by brtrips.com on 2021/10/12 04:42
When we need help it is very poor
The Best Place to Find Great Deals!!
by The Housekeeper.:) on 2021/10/12 00:35
Every time I search for a Hotel with Hotels.com, they Give me the best prices! What Great Service I receive from them. THANK YOU FOR SUCH WONDERFUL SERVICE!
Heartless Corporation
by Mrs.CarterAlkek on 2021/10/11 20:39
They refused to refund my free rewards night due to the fact that my father died and I was unable to make my reservation. They basically said “F**k you and we don’t care about your dead dad”. Shame on you Hotels.com. Deleting app and not using services any longer.
App gives error when trying to add reservation to Wallet
by MrDCTaylor on 2021/10/11 13:40
When I try to add my reservation to the Apple Wallet I get this error message: “Oh no, something has happened! The pass cannot be read because it isn’t valid.” I have tried multiple times, I’ve force quit the app, and I’ve even rebooted my iPhone. I tried to report the bug to hotels.com And they are useless. They say to contact the app developer. I even deleted and reinstalled the app and it doesn’t help.
Add to Apple Wallet stopped working
by TJR54 on 2021/10/11 11:30
For my last several bookings, I’m unable to add them to my Apple Wallet on my iPhone. I miss the convenience of this feature and may go elsewhere if this feature isn’t fixed!
Frequent log in issues
by DhZhong on 2021/10/11 03:34
The app would log me out from time to time. All my passwords did not work. When I use the “forget password” option I never get an email with the link to reset. And yes I had checked my junk mails, not there. Frustrating
Service good app not so much
by rockin'IT on 2021/10/11 03:07
I tried using the app to book and I think it worked, but it doesn’t appear on the “bookings” tab. After finding the email and entering the confirmation number and found the booking, it still didn’t populate. A bit dosnconverting
Always have a problem changing…
by Rutile99 on 2021/10/11 01:05
I always have a problem changing reservations if they’re in another country. Apparently, you have to get permission from the hotel to allow hotels.com to change it.This doesn’t sound like much however, it takes days to get something changed – if they’re going to change it. My advice when using this company to book hotels abroad, is to make sure you have free cancellation.
Easy to use!
by LKDav on 2021/10/10 15:31
Easy to use and very convenient!
The worst customer service!
by El Frappacino on 2021/10/10 13:35
Your customer service is absolutely the worst I have experienced in a long time. You don’t care about your customers and the hotels you advertise for once you have collected your money. I have been trying to get in touch with a human for help for two weeks and all you keep doing is sending me reviews to fill out. I refuse to use or recommend your site ever again unless you contact me and address my concerns.
Связь с предметом размещения
by Katryn@ on 2021/10/10 12:28
Плохо что нельзя написать в объект размещения . Не смогли заселится (
Horrible horrible
by xmdbfbdi on 2021/10/10 05:05
Pay almost $400 a night and have a bat attack you, no apology or nothing! Uber to hotel and they are booked even though you booked through hotels.com!!! They don’t care if your stranded or have to drive drunk. Wait 10 days for refund after waiting on hold forever. No thx
I would give a zero stars if possible
by Lost $350 dollars!! on 2021/10/09 22:43
I purchased $350 in gift cards and can’t get them to work and hotels.com will not address the problem. Book with someone else!!!
Hotels.com is horrible!
by Johnny Lyst on 2021/10/09 20:22
The title here explains it all. Ever since I had a customer rep help me, my account is now compromised. I can not log in or change my password. In fact, now associated to my account is an email address completely foreign to me! Even a so called “protected” link to reset my password email to my actual real email address, when clicked upon, I’m denied access.
Not satisfied customer
by assssssfgghjklkkhyh on 2021/10/09 16:51
Could not get through customer service. No phone. Virtual assistance not helpful
Rewards are a joke
by Chaplain George on 2021/10/09 14:25
This site is a joke a very bad joke. You build up points and then they disappear. You try to inquire and get blown off. Rip off.
Ripoff!
by Anonymusette on 2021/10/09 00:50
I canceled my hotel reservation before the cut off date and was still charged one night’s stay! Will cancel my account and never recommend Hotels.com to friends.
Sukit Trebek
by Hildebrandy on 2021/10/09 00:04
Absolutely scary bad. Useless and a waste of time. Use another service!!!!!!
Would give no stars
by heretohide on 2021/10/08 18:08
Don’t use in the realm of Covid. There’s no option to cancel because of it without still having to pay for the rooms.
Best Hotel app
by mysonRichard on 2021/10/08 15:07
Love this app would recommend to my friends
Needs improvement
by padanko on 2021/10/08 13:58
All bookings don’t show in my account. Chat doesn’t respond to questions asked and disappears.
FRAUD CITY
by White Boy Whitey on 2021/10/08 05:21
This app is Big Tech Fraud At It’s Finest. Terrible service. I’m a gold star blah blah blah can’t even get a call back. NEVER AGAIN.
Horrible experience
by Laura Monson on 2021/10/08 00:37
The first time I used the app it glitched. This resulted in 2 rooms being booked in my name, not 1. Hotels.com said they had no record of the error/over-booking, and refused to reimburse the entire charge to my account.(I was at a $50 loss.) Then, the hotel charged a different card additionally. Making it 3 times I paid for 1 room. I have yet to receive any refund from them. I am just aghast, and will not use this app again.
Impossible!
by pFellin on 2021/10/07 21:06
This app is impossible to navigate and useless when issues arise!
Bad customer service
by محمد ٧٤ on 2021/10/07 15:21
Bad customer service
Not happy
by Yenba5 on 2021/10/07 03:59
Not happy with Hotel.com
Crappy App
by TheButchie on 2021/10/07 01:18
Cannot reset password. The “server” denies access. Not convenient!
Many years of use and enjoy the rewards
by tri citi guy on 2021/10/06 21:12
I like the advance information provided
Unhelpful when trying to ask question
by Senagami on 2021/10/06 19:00
I forgot password during pandemic. I no longer have access to old email but have tons of advertising on my other email. No way to recover password, hence account
Rewards
by banrez on 2021/10/06 14:49
Every time I hit 9 rewards , ready to book 10 and 11 , I get kicked out of my account, and the system will not let me back in! I have to delete the app and reboot and it , thinks I’m new every time I log in! I have tried everything , loosing faith!
Worst support EVER
by UrsusKI on 2021/10/06 14:05
If you just use the website and NEVER have need to alter your plans of travel, then this is the app for you. If however, you’re also living in a pandemic and find your plans changing so that you require a conversation with an actual person then you’re doomed. If you book rewards they will not be returned if plans change, even if you have Covid.
Refund please!
by 4davis on 2021/10/06 13:52
Booked a trip and paid full amount in advance plus extra to be able to cancel with full refund! Canceled due to Covid but no refund!!!!!!
Buyers beware
by jathan9702 on 2021/10/06 13:09
No Help At All
Terrible App
by jkl867b on 2021/10/06 01:01
User unfriendly
Do not use hotels.Com
by WhoDatBamafan on 2021/10/06 00:17
They loose your rewards and your credit card gets hacked. It happened to me 3 times. Then you can’t even talk to anyone.
Can’t extend the stay
by Aurika on 2021/10/05 22:51
I really wish I was able to extend the stay at a hotel after the reservation starts. The option to change the dates is only available for future reservations. So if it’s necessary to extend the reservation I would need to speak to the hotel directly. When on a business trip, waiting to get to the hotel to speak with someone can be complicated. Would have been easier if I could extend my stay through the app.
Bed experience with services .
by Poncenaucalpan33801 on 2021/10/05 22:47
Terrible phone service by hotel. Com employee. Really is enough with this company.
No customer service
by blahblahblah379 on 2021/10/05 22:20
-10
Cant or very difficult to get through to the sources I need
by lost hope here on 2021/10/05 19:29
Im extremely disappointed. Plus no call backs.
Great Application
by kris.Waz on 2021/10/05 15:35
I use this application for all my reservations, Great one highly recommended
Add to wallet no longer works & no add to calendar option
by UWOT63 on 2021/10/05 15:34
All bookings through Hotels.com have so far been successful. However, from the app side, the “Add to wallet” function no longer works on iPhone, which is very disappointing, and there’s no option to save a reservation to my calendar. These are basic functions that any half-decent app should be able to do, but not this one. Been using this app for several years.
Can’t see past bookings?
by Mwwww4736 on 2021/10/05 02:02
Is there a way to see past bookings? Can’t find it
Crappy service
by Bellagirl28 on 2021/10/05 01:57
I called to have them apply my points and the girl changed my room preferences from a king to a queen without my permission. I asked them to change it back and they won’t unless I pay $126.00. She did this not me.
Poor costumer service
by ***Dec on 2021/10/05 01:16
Unwilling to work with you if you have issues with claiming the reward night which was the only reason I book with them.
Doesn’t always give you your rewards stamp!
by Stillwaitingforittoslowdown on 2021/10/05 00:33
I’m missing numerous rewards stamps. I am staying the 2nd night in a hotel that they have no record of me in! Tired of not getting what I’m paying for. I’ve called and got hung up on. The hotel front desk spoke to them trying to get my rewards stamp towards my free night- they got hung up on too! Wow! Terrible customer service. I will be writing a letter to the corporation. I’m not sure what Expedia is doing but it’s not working. I’m not giving up what I earned though. Anyone else having this problem, please write them, call and complain.
Beware
by catbaths on 2021/10/04 23:51
I just tried to cancel/change a reservation I made 15 minutes ago for tomorrow night. I unintentionally hit cancel and cannot find a way to talk to anyone to reverse that. So my 10 minutes on hotels.com will cost me $100 in non-refundable fees. I tried to reinstate the reservation but got no response. In desperation because my guy needs the room tomorrow night, I went to the choice hotels site and found the same room for $76.00. Needless to say, I have learned an expensive lesson, and one that we as retired folks can ill afford. Boo hotels.com.
Straight Garbage
by hotels.garbage on 2021/10/04 23:03
Customer Service is horrible.
No longer a fan !
by Screamin eagle 2011 on 2021/10/04 18:43
Look……I used to be a huge fan of Hotels.com and I encouraged everyone to use them. I believe that their shortcomings are a result of their success. I can’t completely fault them because I know that finding good help, any help, is tough. With that said…..if you are advertising that you are providing a service then you better figure out a way to do it. I have similar complaints as others on here. Mostly no accurate communication between Hotels.com and the hotel. The biggest complaint I have is that the hotels won’t provide me with a receipt (for expense reimbursement) when I check out. Hotels.com doesn’t have an “easy” way to print off receipts. Even when I inquired through the CHAT line…..they couldn’t find a “print receipt” shortcut. For now, I just take a screenshot and send it to the printer….not ideal because it doesn’t contain all the necessary info (need to take 2 screenshots) but it works. I’ll be checking out the competition for my next business trip.
Ruined my trip
by KaylaMN on 2021/10/04 16:57
I tried to make a booking at a resort in a popular fall destination for this past weekend. Not a lot of options in the area due to it being a popular destination but i was able to find a resort on hotels.com. OR SO I THOUGHT. Beware- hotels.com changes the YEAR you’re looking to book without warning if they can’t find a lot of availability in the current year. Absolutely 0 message or “are you sure” for booking me a year later than I input. I show up at this resort to find hotels.com booked me for 2022. The front desk attendant said they are finding this very common when guests book on hotels.com and then show up to see that they were actually booked a year in advance. Because of the fall popularity in this location, there were no rooms available anywhere within 200 miles so I had to drive 5 hours home in the middle of the night and didn’t get to have a trip. Product managers at hotels.com - FIX THIS. This is a horrible experience for guests. At the very very least prompt guests before you allow them to make a booking for a year they did not search for.
Poor Experience
by _poor service_ on 2021/10/04 15:28
The app should be able cut off booking and paying once the Hotel cuts off bookings. But this app showed an available hotel, took my payment even though the hotel was not accepting anymore bookings when I arrived. Couldn’t check in, couldn’t get my money back. Hotel.com customer service is impossible to reach
Rooms for disabled
by travis b. springfield, jr. on 2021/10/04 14:29
In spite of past requests to stop doing it, when using the app we frequently get put in rooms for the disabled. Features helpful for those in wheelchairs and other challenges turn out to be unhelpful for us.
App needs overhaul
by EagleAJ on 2021/10/04 14:16
App still has bugs. Specifically, a booking cannot be added to the iOS calendar if you are in the app. An invitation is viewable, but accepting is not responsive. The confirmation email gives no option to add to calendar apart from Google calendar, which I do not use. Having bugs and issues in a travel app is totally unacceptable in this day and age.
Annoying, keeps me signing off every few mins
by harshitgindra on 2021/10/04 13:52
I’m pretty much annoyed by the app. It keeps me signing off after few mins even if I don’t close the app. Every time I want to see my bookings, I have to sign in.
No longer user friendly
by pamela:::abc on 2021/10/04 02:16
I’ve always loved this app until recently. First, you CAN NOT call anymore and speak with a live person. The wait time the last time I called was 3 hours! Second I have to sign in every single time I use the app, including picking out all of the right side up kitty cats in 2 separate pics. Then you have to pick out more right side up kitty cats to pay!! It is maddening!
Don’t waste your time
by abigale&52 on 2021/10/03 22:38
Since Expedia consumed this transaction expect non-consumer service or results. How unfortunate!!!!!!!!!!
Property location and photos
by bnxcvb on 2021/10/03 18:55
You need to make sure the photos and property location are accurate! We traveled for a month and used your application exclusively to book our stays and I have to say, it’s hit and miss if I rely on hotels. Com! When people travel and use your application they expect a certain amount of du diligence on the part of your company! Next time , i am going to do my research and contact the hotels directly! It’s going to take less time and send at least I’ll be sure of what yo expect when I get there.
Dispute unapproved app charges with bank right away
by Thank you,Dish! on 2021/10/03 16:56
Booked hotel through app, drove 1000 miles to hotel to be told they don’t have a room for me, or any other rooms. They sent me to the hotel next door, which had a room, which I booked through app. First hotel got paid by Hotels.com (even though my selection was to pay the hotel directly) and said I stayed there the whole weekend. No one will refund the room I was unable to stay in, and each party says I need to talk to the other to get the refund approved. On month three of disputing charge.
Mississippi. Kathy
by mississippi kathy on 2021/10/03 07:52
My card was charged $80.52 more than your quote. I am not happy!
HOTELS.COM IS HORRIBLE!!!!
by Dawn Barber on 2021/10/02 22:46
If I could give less than a 1 star I would!!!! I have waited 2 months for them to refund me my $800.00 dollars and still have not received it. They say a manager will call back, but never does. I talked to the hotel itself and they never took the money from Hotels.com. Everytime I call they tell me I have to wait 10 days. I am just so upset!!!
O resolución con problemas
by nakendn on 2021/10/02 22:27
Tengo problemas para iniciar sesión y la solución que me dieron es crear una nueva cuenta
Do not use
by stranded 123 on 2021/10/02 20:48
Do not use hotels.com. They took my reservation and did not send it to the hotel. I am stuck in kirksville without a room for the night. What a scam
Hotels.com
by boss206$ on 2021/10/02 16:21
No customer service at all stuck waiting for over an hour and no customer service still there’s other apps out there that reward you just as fast with way better customer service Use Wyndham or choice hotel instead
They cancel my reservation
by zuly franco on 2021/10/02 15:20
They cancel my reservation with out letting me know I was on the hotel at 9pm and they tell me to call hotel.com because they cancel and I call and they didn’t do anything they just said yes we cancel I don’t know why it was a really bad situation and bad service
Good
by libupeiyijren on 2021/10/02 14:51
Easy to use, beautiful scenery. Style simplicity The scenery is very nice. The food is very hygienic. Good conditions.
Good app
by rmb60515 on 2021/10/02 10:10
But easy to view upcoming bookings. Only shows completed Bookings. The swipe in the body is not apparent.
Worst booking site around
by angry with this site on 2021/10/02 00:18
I booked a hotel using $100 in loyalty points plus added $139 because hotels.com quoted me $240 for a “ conference and resort center”. Turns out the cost of this dump is $55 a night. NEVER WILL I USE THIS SITE AGAIN. I am furious with hotels.com
Can not talk to a person
by thayes1956 on 2021/10/01 20:19
Can not find a number to call and book 6 rooms
Enjoyed the freenight stay!
by mellowroos on 2021/10/01 19:21
Thank you Hotel.com , have used app quite few years , so much easier to use and search now. Btw Super cuuute emoji on the app.
Former loyal customer
by Former loyal custom on 2021/10/01 15:47
I will use another service from now on due to too many policy changes that don’t benefit the customer.
Cool interface - Crappy functionality
by KG1083 on 2021/10/01 14:27
I have been trying over and over to login. I had to reset my password and when I did I was giving an error notice.Even trying to post this review it’s now asking me for a nickname. A unique one that isn’t used anywhere else on their site by anyone else. Without any prompt or guidance on how to change the nickname to use an available one.
Great app
by mikef180 on 2021/10/01 07:04
Easy to use. Filters work and options are plenty!
Worst application!
by ZHYAR BARWARI on 2021/10/01 06:09
I booked nevali hotel in sanliurfa-turkey for yesterday night, when i arrive hotel they inform me that my reservation canceled! without any email or any update to my email, i wait they say we will help you here i wait 2 hours and did not have any respone and i was coming all the way by car was very tired! so i will not use this application anymore and dont reserve this hotel ever.
Can’t get help
by bryanabe on 2021/09/30 19:06
I booked a room on Hotels.com and needed to cancel ,because my girlfriend went into the hospital and it kept freezing up every time so I tried calling.I called 10 TIMES !!!! and couldn’t get a live person on the phone !!!! By the time I was able to cancel ,the app said I couldn’t get a refund !!! I’ve tried calling and calling and can’t speak to. Live person ! Terrible Service
Constant Reloading
by EXS214 on 2021/09/30 01:03
Every time you click on a hotel for more info, then click the back button, it always zooms out of map and reloads everything. This take up a lot of time when trying to check out multiple hotels.
Poor customer service
by Yt848657 on 2021/09/29 18:30
I booked hotel two months prior. App never added booking onto my account. When I went to change the dates, I didn’t see the days for free cancellations or changes. By the time I found my original email and looked the reservation up by confirmation number, I was a day late. Hotel wouldn’t work with me and app wouldn’t cover the charge. I was charged $300 for nothing. Very disappointed.
Ripped off
by jjjjjjaaaallllll on 2021/09/29 17:21
I used my stamps to get a rm for 27$ which I was charged and the hotel still charged me 97$ on top of that will never use this app again
bhpbrew
by bhpbrew on 2021/09/29 15:08
It’s to difficult to cancel
I never get a reply from Hotels.com. Will never use this company again!!
by Gohikingprn on 2021/09/29 11:17
No customer service at all.
Hasn’t worked for over two weeks.
by cold on the beach, in Hatteras on 2021/09/29 02:35
Two weeks, this page hasn't worked. Now, tonight in Hatteras, NC sitting on the beach instead of a Hotel. I even deleted and down loaded the app. Incase the issue was on my end.
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.
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.
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!
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.
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
Customer service is horrible
by bartt clay you all lie on 2021/08/22 19:46
They do a bait and switch they give you codes for extra stamps that you won’t get instead there system conveniently don’t show something that you know you did gold membership also a lie you never get the perks they say you will and when it’s something simple to fix they give you the run around so after many years of using the service and average 150 ish nights a year I will book one more night through them to get my free night which I should have already had then I will no longer use them or their parent company Expedia and I think the only way to stop these crooks these liars is by boycotting there services until they realize that the customer is what keeps them relevant DO NOT USE THEM THEY WILL CHEAT YOU IN THE END AND THEN ACT LIKE YOU DONT KNOW WHAT YOU DID. Oh the offer you a coupon for garbage because no place I stayed ever full filled the perks they claim you will get
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.
Marina Banderas Suites, Nuevo Vallarta Mexico
by Momagirl1 on 2021/07/01 04:39
This by far will be one of the easiest reviews to write. My husband and I stayed a couple of nights at this resort and will be recommending it to all my family and friends. It absolutely is a gem. The rooms were nice and clean, the personal touches(fully stocked mini bar), was outstanding. At first we were a little Leary with it not being a large place but the staff, especially Alida and her daughter Alida, made us feel welcomed, and safe. They were extremely helpful and ALWAYS made sure we were taken care of. The on sight restaurant was excellent!!! The food was delicious, and they too met every need and/or request. We really, really felt welcomed and very well taken care of. I actually hated to leave. Staying there was the absolute highlight of our trip to Puerto Vallarta and an all around great decision I will definitely miss you all and hope to be back soon. Pam&Joseph W., Chicago, IL.
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.
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!!!
Worst add a customer service
by Lanoshah on 2021/01/15 01:45
I have never seen the worst customer service like this!!! I have booked a room on January 14 till January 15 by mistake I wanted to book my room on January 15 till January 16 the minute that I made my mistake I called and asked to change the date just for an extra 24 hour which will be January 15 to January 16!! I called about 3-4 times and they keep telling me to wait and wait and wait and then when I fed up I called the last time and then at the end they tell me that you will need to book another room in FULL price because we can’t change the dates for you even if it was just for the extra day..!!!!!!!! This is the most ridiculous I have ever seen like this before. I’m never coming back ever again or dealing with this app again!! I DO NOT recommend this app to nobody because they just take their money and go they don’t care about any situation or whatever cost.. I am highly disappointed I have been with this ad for years and just for an extra day they couldn’t change the date and wanted me to pay a whole Nother price for no reason.
Love this app!
by IL, Chicago worlds team on 2021/01/22 14:14
I have been using this app for years! It’s super convenient. I use it on the go on road trips and can find hotels near me easily always at theBest prices! Booking is super fast. I have earned many hotel rooms over the years. Not many sites do that!They had a glitch last month and I was worried they were down but it was only temporarilyProbably due to Covid as most businesses. They came back with a new website now that’s even easier to navigate! I have spoken with customer serviceBefore when I’ve made an error and they fixed it quickly. Not sure what people are complaining about? There has been a pandemic going onAnd the hotel industry was affected greatly. Cut them some slack! They will take care of you!
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.!!!
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.
Frustrating!!!
by Twisted30 on 2021/07/28 03:38
I tried to book a room. I get to the payment and see there is now an option for Apple Pay... except it didn’t work, because my “shipping” address doesn’t match. So, I thought I needed to update my account. Can’t get directly to my account - had to back all the way out of the booking to get to my account. Turns out, there is no way to enter your physical address to the account! So they have Apple Pay option, which is impossible to use!!! So, I go through everything all over again to book the room and pay with card - that still works. But, you are on the page of booking confirmation and to get back to home, or anything else, you have to tap back... back, back, BACK AGAIN! Why?!? So then I go to send feedback... get half way through and there’s a pop-up to let me know the booking has been confirmed. Why?!? So, I click “ok” and it sends me back to home! Everything I typed into feedback is gone! WHO DESIGNED THIS 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.
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.
Lexi
by lexi97014 on 2021/07/22 19:51
The absolute worst booking app you could possibly get they advertise that they will refund you if the hotel doesn’t let you stay totally false information the hotel will not let us stay because we are locals which is the Ramada inn don’t ever stay there lady is so rude this booking site wanted to charge me the full amount of my stay which is $204 to change your reservation even though it’s supposedly guaranteed refunded if it’s on the hotel not you then if you do get a refund it takes over 10 days to receive itLong story short three days later I am paying out of my pocket again here at hotels over $600 they have over 200 of mine and they still won’t make a change to my reservation been on the phone with them for over four days now trying to get not my money back just a reservation change worst hotel booking site you could possibly get every time you get someone on the line for customer service it’s a 2 1/2 hour wait and then they’ll hang up on you so you don’t have to deal with it
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.... ;)
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.
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..
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.
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.
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.
Look don’t buy
by WOw hated site on 2021/07/10 02:27
Great place to look what’s available but here’s the downfalls to reserving room through them. Sometimes reservation don’t show easily on app ( what I though was originally nice.. even paid a bit more for than direct thing rather than going into email). My biggest issue - just had really bad experience at a Holiday Inn Express. Because I used app ( Hotels. Com /Expedia) they could not reduce my cost as promised, so I got points ( = 20% off one night visit). Three days of barely sleepy because of mechanic issues and out of control noisy guest till 2am ..and I get 20% of a one night stay at their hotel again 🤨😡😡. Wanted to really like this but you loose all ability for true grievance as customer with it use. Then when I wrote to app I got we will read this, but you may or may not get a response. Not feeling they will be helpful with this process- or with refund/compensation.
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??!!!
Almost perfect
by gramJBI on 2021/03/14 02:51
The app helps you find hotels at reason Able rates & makes reservations for you. However they get a commission that the hotel has to pay, they give you “stamps” they remove if you don’t make additional trips in a set periods. Also because of your reduced rate the hotel won’t give you other benefits or discounts full paying clients get. There is no provision on the website for making complaints about policies or service eXcept here. Air b&b or other reservation services may be better choices. They didn’t tell me that the hotel I made reservations with & paid for in advance was under construction until after I paid or that the advertisedrestaurant pool Exercise room & free breakfast weren’t available because of COVID 19 or construction.
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??
Over booking
by evian naive on 2021/08/01 01:19
Usually this is my go to app. The last few weeks I’ve been having trouble making reservations and being signed out. I arrive at my destination yesterday after driving hours just to be told that this site over booked. There were a number of people (approximately 17) that had the same issues and we were all standing there with no place to stay. The property at Red Roof Inn Jacksonville/Orange Park did nothing to accommodate any of us. This is beyond ridiculous!! I need to be sure that my card had not been charged and I am requesting a free stay of my choice for the inconvenience!! I also should still receive my points, you sent me an email asking about checking in but I couldn’t check in!! Update your apps daily! Keep up with your number of booking and most importantly take care of your customers!!!!
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.
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 !!!
Can't Trust Them...
by JewlsBaby on 2021/04/18 20:30
Not only did this app book a room that I did not click to book but they didn’t took the money out of my PayPal accountAnd even checked me in to the room around 7 o’clock sending me an email let me know when I called the hotel they still had and I had anything sent to them just the same as when I went to book in to the room at the hotel the hotel did not have the information needed. I have dealt with a lot of apps in booking hotels and this is the first one has ever done this. I am in the process of trying to get my money back and I really hope that I do because this is ridiculous. I was going to just get the room but I couldn’t even do that. Then when I tried to email them several different times from different links on their app and online I got every email sent back to me!!! User Beware....Shady Sh;t going Down with THIS app 💯
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
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.
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!
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! 😡😡😡😡😡
Rating Trends
57,62,58,42,71,60,34,39,33,41,40,48,47,49,55,56,42,35,40,47,37,31,29,41,45,34,49,48,25,26,16,60,26,22,27,24,20,23,20,19,14,21,21,27,8,30,12,10,13,15,19,19,7,12,25,13,17,22,7,11,23,15,15,27,24,13,14,18,9,11,13,8,11,9,20,17,8,14,19,9,17,7,16,3,15,14,7,10,14,0
All Versions
5.0
1,350,953 total
 5
1,155,311
 4
138,043
 3
26,914
 2
7,647
 1
23,038
Current Version (16.1)
5.0
1,310,942 total
 5
1,138,685
 4
133,896
 3
23,737
 2
4,314
 1
10,310
Version History
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