Verified review
2/10 Poor
Samuel
Apr 17, 2026
I had a very disappointing and stressful experience with Hotels.com.
I made a booking in an emergency situation for a family member who urgently needed accommodation. The payment was taken immediately, but the booking details were incorrect, and no proper support was provided to fix the issue.
To make things worse, the hotel later claimed they were not working with Hotels.com, and additional payment was demanded despite me already paying through the platform. This forced me to pay again just to secure accommodation, meaning I was charged multiple times for the same service.
I contacted customer service many times, but the experience was extremely poor. I had to repeat myself on every call, no one followed up, and promises made (such as emails and solutions) were never delivered. No proper action was taken to resolve the situation.
Up to now, I have not received a clear response or refund for the money that was wrongly taken. This has caused unnecessary stress, financial loss, and frustration.
This experience was completely unacceptable. I expected better protection and support when booking through a well-known platform, but instead it turned into a nightmare.
I would not recommend using this service based on my experience.