Hotels.com: Travel Booking Negative Reviews

Hotels.com: Travel Booking App Complaints & User Negative Comments 2024

Hotels.com: Travel Booking app received 127 complaints, negative comments and reviews by users. Have you ever had a bad experience using Hotels.com: Travel Booking? Can you share your negative thoughts about hotels.com: travel booking?

Hotels.com: Travel Booking for Negative User Reviews

✓ No supportThe app shows a price for a hotel, but when I go to book it shows a higher price. I’ve tried contacting support but there is no way to contact them apart from a phone number that keeps saying “we are having system issues please try again later” When it does work, the system is only set up if you already have a booking, it won’t connect you to support without a booking number so there’s no way to ask about the higher price it’s trying to charge. Would not recommend!.JaynesaccountVersion: 23.4

✓ Used to be good…The app interface is now awful. It is very difficult to find basic information that is required which was easy in the previous layout of the app. After confirming the prescience of a solid wifi connection, The app insists that you are off-line. This is, of course complete nonsense as everything else works on the phone Internet wise. Very disappointed after using this app for many many years..DhyvjgfjjVersion: 22.39.1

✓ WorstWorst.Asa janaghaeiVersion: 22.49

✓ Useless!Can’t select a destination to make a new search!.Marinusw1406Version: 2024.5.1

✓ Not getting rewards on my stamps - RIP off!I am not getting rewards for my stays and it’s impossible connecting with a human being at Hotels.com to rectify this matter, making this issue very frustrating!.Poor service 00000Version: 2024.12

✓ Be careful!!!Please be careful if you stay here. Triple check your receipts. The general manager was allowed to change my rate at check in for a reservation I made 4 weeks prior to the holiday weekend. Hilton Honors customer service spoke with the manager and emailed him proof of what he did. They advised him to reverse it. The money was taken out of my account immediately. Now I’m having to fight to get reimbursed. The general manager put a note on my account saying I had to provide proof. He decided to leave work and not check his email for the proof from Hilton Honors. So me and my family were forced to sit in the lobby at 11 pm because of somebody with a very unprofessional and spiteful attitude. I chose this brand because I have always had the best stays at any Hilton hotel. I stayed at this hotel less than 3 weeks ago. And it was perfect!! That’s why I chose to stay again. Unfortunately, the sweet administrative staff member that I had at my last visit was not here. Still a great hotel. Cleanliness 5/5. Room size 5/5. Location 5/5. Feels like home away from home. But please triple check your bank accounts at check in, during your stay and check out!!.NikNik822Version: 17.7

✓ So bad… upgrades have made it worseIt was okay before, but recent upgrade make it glitchy and some really annoying design features. You used to be able to search on the map and clearly see the price of each hotel on their pin locator. After the upgrade you now have to zoom right in to see the price. And then you’re too zoomed in to be able to search by scrolling. Utterly ridiculous. The map also now shows you all the hotels which have no availability (helpful 🙄). If you filter the search to ‘only available’ hotels, you then lose the filter when you move area and have to search again. It’s as if the designers and the sign off team never actually use the app to book hotels 🤔 App regularly freezes on opening Regularly loses saved payment information If it wasn’t for the rewards program (which I really value - well done rewards team!), I’d switch to another service immediately..MT79DevonVersion: 23.3

✓ You guys didn’t put my review of hotel metropole I stay inYou guys didn’t put my review of the hotel metropole that didn’t refund my money back for the service they didn’t provide . That’s not fair The hotel has no electricity for 3 days straight. From December 23 to December 25 of Christmas Day. The room was freezing coz There’s no power to turn the heater on, It was pitch out dark All night inside the hotel. We have to use our smartphone flashlight . We can’t take a shower coz there no water heater. There’s no WiFi or to charge our smartphone coz it’s running out of battery. Our 3 years old can’t Bath and Watch kids streaming in their flat screen. While the rest of the hotel has already have electricity. We are sitting duck the moment We check in of December 23, 2023 Saturday. That has no electricity . We have to check out early 8am December 24, so we can go to the next door hotel has Electricity so we can shower and charge our smartphone coz the battery is dead And after 2 weeks of waiting for my full refund. hotel metro pole Has the audacity to charge us $301 for one day we stay With zero electricity. I even have all the photo of metropole hotel with no lights at night and next door building has power and video evidence the date Edison company installing a transformer of December 25 late 10am in the morning of Christmas . What a joke is this !! I have a right to inform people the horrible nightmare. we experience at this expensive $300 a night hotel ..CodedissectionVersion: 2023.49.1

✓ The customers service is horrible and they are RUDEIt happened to me 2 times On the app or the website there’s some pictures of the rooms and the view of the rooms but it doesn’t match the room you’re going to get the room you saw they are a scammers and the customer service is very bad they are not willing to do anything for you..DjsjddhhdhjsjjsVersion: 17.0

✓ Horrible service!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.Appalled ex customerVersion: 14.1

✓ Where are all the hotel listings right now??Ive updated the app as i want to book in qld in the coming months, however only one hotel is showing near the border. But it i get onto the hotels . Com website they are all listed for bookings as usual and as they should be. Please fix this its much easier usually to just use the app. Also as others have said there is sometimes confusion with showing AUD $ vs US for booking overseas accom. Gets confusing and needs to be in our own currency all the time so we dont get mislead or ripped off..Katie ausVersion: 13.2

✓ Overcharge and don’t refundBe carefully using this app/company, as to what currency they are charging you. I booked a hotel room in Australia f try I’m Australia, no indication the value was US dollars, my card was charged US dollars and a fee, the US value was very overpriced the Aus value was competitive with other websites and the hotel, I thought the booking was in Aus dollars and there was no indication this was not the case. When I contacted them to complain and get the error fixed with the difference refunded they did not help and said they would get back up me and did not, even though I contacted them twice!! Don’t use this company to nook with.Present buyerVersion: 14.3

✓ Finally, after 8 shots at it I had a bookingAPP failed to work time after time trying to book, it finally accepted and completed the transaction. This has happened before and it is very frustrating because it’s one APP i do want to work for me..RequentableVersion: 12.3

✓ Loyalty - not for longThis apps needs a major review. It’s not user friendly. I’ve found it to be frustrating when I’m clicking on a number of links and all I’m trying to do is send a simple email to query about my rewards summary. Not just that. I was made aware last year I had two accounts. I requested to have them merged into one, so you’d think the deactivated account wouldn’t be accessible- right? I recently made a booking using the app only to find that I had logged into the ‘deactivated’ account. How was that, I truly don’t know. Very disappointed!.CxymamiVersion: 11.8.1

✓ Terrible customer serviceAs a long time user and gold member, I arrived to a hotel that had been closed for months. The following 8 days of trying to get a refund while on holiday and with limited phone reception were terrible. Hundreds of messages and emails, all with a different person, I had to start again. I had photos, videos and they told me they had spoken to the closed hotel. All lies. Eventually the refund came as a voucher with some extra coupon. The money would of been better to cover the hotel I had to pay for. Now I have to use this Expedia rubbish again. Never again after I use my credits..DylsbondiVersion: 2023.48

✓ Correct sans plusChambre médiocre doit être rénovée! Senteur un peu désagréable, boîte de sécurité non fonctionnelle, piscine extérieure correcte mais un peu mal propre. Déjeuner bien ! Personnel serviable à l’accueil! Point fort; près de tout.VoDanhcanadaVersion: 2024.10

✓ Don’t waste your time.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..Keith RaganVersion: 12.9

✓ Update the AppYou 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!!!.A/V Tech GuyVersion: 9.5.1

✓ Recent stay was horribleMy recent stay was so scary and horrible I booked a room for two days …I checked in and went to work …I came back at much to relax for an hour or two unpin arrival the bathroom door was on the floor and there were tools left on the bathroom counter. I left and called the front came back at 10 pm same thing… I was to tired to call and complain at the moment I got up and left the next morning hoeing when I came back it would be taken care of . Again for the second time I cane back and my room door was left unlocked and opened with my personal belongings. When I called the front desk the person who answered told me that someone called for towels and the house keeper went into my room accidentally??? I had my personal belongings in the room and the door was wide open . All I got was a sorry … not a ok miss we’re sorry and let’s do something to make it better. Nothing !!!! I am a single woman and this experience was so scary that I slept in my car that night in the pouring rain..Sacha.gcVersion: 2023.49.1

✓ Poor serviceGood experience as long as you have an easy booking. If it’s a more complicated booking, the experience is not very good. Eg If you want to book 2 rooms in the one booking (eg if you want adjoining rooms), you cant book different types of rooms in the same booking. This is a deficiency in the functionality of their system. Also, if you need to talk to someone (eg because you’ve been overcharged), they have offshore call centres (in Asia from what I can gather). The consultants are by and large undertrained and incompetent. English proficiency is poor and they don’t seem to know very much about their own systems/app..ItzDreaVersion: 7.9

✓ LexiThe 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.Lexi97014Version: 15.7

✓ Supports vendor fraudSome properties on Hotels.com advertise amenities to charge higher nightly rates but actually don’t deliver the goods. When you complain, Hotels.com sides with their vendor..TravelwithyourselfVersion: 2024.12

✓ Terrible customer serviceMy hotel cancelled my booking as they did not feel they could adhere to Covid guidelines. I have spent many hours trying nonexistent phone lines, non-existent email addresses, having two hour virtual conversations with customer services trying to get my nearly £500 holiday refunded. They insisted the only way to deal with it was to cancel my booking although it had already supposedly been cancelled by my hotel! They assured me I would be refunded. I have had £79 refunded (only part of my cash tax contribution) and no sign of the £400 of Tesco vouchers that were used to pay the holiday. I’m not quite sure where to go next as there doesn’t seem any way through their scandalous system. If I had one legitimate phone number or email address I could forward all the paperwork and conversations on. Any advice gratefully received.HushmobeyVersion: 15.9

✓ Why Won’t Your App Work Anymore?Ap Has Stopped Working. Have tried fixing it in settings and have deleted it and reinstalled it several times. No luck! It seems to be an acknowledged issue on line and there are tips and suggestions as to perhaps how to resolve the issue. So I am wondering why you have NOT taken steps to fix the App, given it is a widely known issue. Very frustrating that I have to go and use my computer and can’t book a hotel on my phone. Poor customer service.Ktbee5458Version: 23.28

✓ ComplaintI booked a hotel through this website and when I booked it clearly stated I could cancel my booking up until 24 hours prior to arrival. When I looked to cancel my booking 3 day’s before arrival was due I was informed this was not possible and I would be charged. I was not due to pay for the booking until arrival to discover this money was taken from my account 7 days beforehand, I had not agreed to this. I did not receive an email to state a different date of the cancellation policy but was sent one after I complained to the team on the phone. I have been informed I will not receive a refund and I am now -£160 in my account that I did not agree to be taken. I am appalled by the way this has been handled by both the hotel and this company. I would like to make a formal complaint and have asked for advice on doing so which I was not given over the phone correctly. If I could have given less stars on the rating I would have. This is disgusting on the company and the hotel and I will not be using this service again for any future bookings. This has not been resolved and none of the team have been helpful. I feel I have been branded a liar which is completely unacceptable..H2709Version: 11.7

✓ Worse customer service. Apps just goes in circles until you give upWorse service ever and i have been a silver meme bet for quite some time. Can someone call me back. My last stay was not reflected in my rewards…. Impossible to get help..SamychiuVersion: 2024.10

✓ Don’t change your email.Company changed our emails, can’t sign in, can’t get past virtual agent because I can’t sign in. Looks like it’s a “delete” for this app. Going back to Holiday Inn, comfort Inn, etc. . . . Hotels Dot Com. Thank you for responding to my review. Unfortunately, your useless AI chat suggestion of signing into my account “too better help me” is why I wrote the review in the first place. Our company emails changed. Therefore, the verification code you send to validate my account is would bounce back to you. Not to worry, I’ve deleted your app and booked my next three business trips through the hotels sites directly..The App Review Guy & GirlVersion: 2024.12

✓ Overall, good, but don’t trust the “upcoming trips” to be correctI’m conflicted, because I use this app A LOT. And when it works, it’s great; but twice now a reservation I made never showed up in “upcoming trips”…if you’re extremely organized and keep track of all your confirmation and cancellation emails this might not be an issue, but when you make as many reservations and changes as I do, it’s a recipe for disaster. I just lost $900 because I’d initially booked two hotels in a city and only one showed up in the app. And I checked it every few days for almost a year after booking. The other hotel just emailed me to see when I’d be checking in since I was “a day late” and I had to pay two nights. The trip magically showed up after I spoke to customer service…twice. Now I have 4 active bookings on the app but only staying at one hotel 🤦🏽‍♀️ I really do appreciate the ease of booking, but the app should accurately reflect everything that someone has going on..AdelgadoreyVersion: 23.16

✓ Very frustrating app recently.Very slow and glitching. Frustrating.LovewaltdisneyVersion: 2024.10

✓ Great App - strange new brandingLike this app. Use it for all our holiday bookings. Every 10th night free is great. I don’t get the new home screen icon and branding though. Doesn’t make any sense to me. I like the “H” logo before. It’s almost enough to make a change to another app..KellRVersion: 23.14

✓ App designed to misleadI previously used the app to book 10 nights accomodation in Jamaica and USA. I paid in AUD for most nights and the app applied the price paid in USD to establish average amount spend in free nights (for example $200 USD) When I redeemed my free night I got $200 AUD, despite the amount spent in AUD being much higher than this. I have previously had the currency value set to AUD, did not use the app for some time, came back, booked a hotel room thinking it was still set at AUD and did not realise until I looked at my credit card statement that it has defaulted back to USD. Now I have non refundable accomodation which I have paid hundreds of dollars more than I thought I’d paid. My confirmation email doesn’t even make it clear that the price paid was in USD rather than AUD. Will certainly be contacting consumer affairs in my state to establish if these misleading practices are legal in Australia..Smiley.jo12Version: 10.8

✓ Prices on USDDoes not state that anywhere...booking in Canada from within Canada and ended up paying an exchange rate.AngelanieradkaVersion: 13.7

✓ Not recommendedRoom was ok. Need maintenance/renovation. Breakfast lady was really rude and not helpful. She was not providing breakfast items even there was plenty of time before closing the breakfasts..RakeshVYVersion: 2024.10

✓ Poor qualityUsed to be a good app until recent upgrades. Very glitchy now.Jessie GJonesVersion: 2024.9.1

✓ App is GlitchedIt downloaded in French and it will not change to English even when I change my language preferences..SAMMY274Version: 2024.12

✓ New update is worseThis update basically deleted all the favourite hotels we have saved on the list before, and I now can’t see all of my past completed bookings, hence can’t find the hotels we have stayed before..Jpjp2c1dVersion: 22.38

✓ Very poor servicePhoned them up at the request of the hotel to arrange more costly room and they came to the conclusion after half an hour that the answer was for me to phone the hotel back..ProfcamgpVersion: 2023.45.1

✓ Not as good as usualWe requested extra tea bags for our room with tool an hour + 2 phone calls to get ! We spoke to Reception how said they tell house keeping which when we called them an hour late they knew nothing about the request! One of us went down to reception to complain of yellow water coming out of the tap todo d other quests doing the same .Another party trying to book in we’re told they had I no such booking yet it showed up clearly on their Mobil phones ! This was so unlike previous experiences at this hotel & very disappointing.Re thinking of stayingagainVersion: 2023.42

✓ Bug - hotels that force pre-paymentSome hotels, eg the NH chain in europe, have an option where it’s a cheaper rate if you pay in advance (still refundable). If I select that rate, I get taken to a blank checkout page. This bug doesn’t occur if I choose a hotel’s non-refundable rate. Also, for other hotels if I choose a refundable rate it shows a pop-up asking if I want to pre-pay..Phill_rVersion: 22.45

✓ HorribleI 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!.Daykd90Version: 9.3

✓ Never again booking with this negligent third party!!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.!!!.Pulgoso112Version: 12.3

✓ Having some loading issuesPages won’t load, can’t find past bookings.Kmhm05Version: 16.8

✓ No receipt optionUnbelievably you can’t get a saveable receipt through this app in any way at all. I’ve just spent 30 minutes trying to explain to their helpline that I just need receipts for my 25 upcoming bookings that I can save in a folder and send to an accountant but this seems to mystify the agent. How is there not just a save receipt as PDF option, or any way you can actually save a useable receipt to a folder? I know there are various work arounds I can use to make this happen myself, but that will take me a lot of time. I can’t believe a company of this size has no option for you to save a receipt.Chris shiptonVersion: 23.8

✓ Glitchy app and terrible customer serviceI’ve been using the app for a while and have been unable to change my password, despite repeated attempts. The app says it sends me an email to reset the password, but I never receive it. It doesn’t go to my spam folder. The app continuously keeps me logged in, but for some reason during my last booking, it logged me out and created a new guest account. I had already collected seven stamps and expected the booking to count towards my original seven stamps. But since it created a guest account, the digital customer service agent said she couldn’t help me and could not credit the stamps to my original account. I called customer service and received an email a few days later. They basically blamed it on me for not being logged on (I have no control over the app glitching) and refused to credit the stamps. Furthermore, they instructed me on how to create a permanent account, which I quite clearly no how to do, considering I’ve used my permanent account for seven bookings. Beyond frustrating. I chose to use this app specifically for the rewards. I’m going to use it a few more times, hope it works properly, collect my reward and go elsewhere. Do not recommend..PennieoliviaVersion: 17.4

✓ Regarding hotel bookingBooked hotel trusting the reviews on hotel.com it turns to be nothing like that what it’s shown on pictures and and half of the facilities out of order After cancellation I didn’t receive my refund waiting almost over month after making so many calls now they told me to I have to deal with the hotel itself I will never use this site again and will never recommended any one.Ji derVersion: 2024.12

✓ No loyalty!! Not HUMANI’ve been with this company over 12 years. I used their platform exclusively to book my travel even overseas. I earned loyalty rewards as a gift that were taken back! How do you take back an earned gift? Literally 10 days past a ridiculous deadline during Christmas season. Terrible. I was prompted to download the app while searching a new reservation and discovered they’d converted my reward to a new “ONE KEY CASH” system. I searched for a reservation, couldn’t locate the hotel I wanted, came back 2 weeks later, reward VANISHED. No banner warning that the CASH would expire in I .e., *3 days *10 days. Almost as if they were hoping I’d not use my earned cash for being loyal. They DID however have notices of my expiring loyalty tier — I .e., silver, Gold etc —- on each booking page asking to book before Dec 30th, 2023. It’s Dec 24th. I chatted, emailed, searched with this company just to get blanket rigid computer responses stating nothing they can do to help a loyal customer. Warning: DO NOT have a medical emergency that stops you from traveling during recovery. This company doesn’t care. My mom had a stroke July 1st 2022. We had no capacity or thought for travel while caregiving. They’ve refused assistance from management or to extend even a few days. So much for loyalty on their part. Business is sustained with people & relationship. They just lost a customer..Lady Vee Dallas dollVersion: 2023.49.1

✓ Intermittent issues logging inI always set my app to stay logged in but once in a while it would kick me out and ask me to log back in ( enter user ID and pwd). The problem is when I enter my login info it keeps saying incorrect login but I can use the same login info on the website just fine. I even requested for new pwd reset and the issue still happens >.< so frustrating. The only way I am ever able to resolve it is to uninstall then reinstall the app again. So much time wasted!! I want to use the app vs the web bc its "supposed" to be easier to access. I love it when it works but it's becoming annoying after this has happened 2-3 times already. Do not bother calling their support bc they have no idea how the app works, they ask for my hotel confirmation # (?!? not sure why that's even relevant) after explaining to them 3 different ways that I need to talk to IT or someone who can help with their App. they could not offer any help. Ended up asking what other options I have besides uninstalling the app...the response was, yea OK just do that. Ugh wasted more time should just troubleshoot it yourself and save some time >.<.Mai FeedbackVersion: 22.45

✓ After in update it’s become really painfulWe tried to make some adjustments on our hotel reservation. Apparently we can’t do it anymore by ourselves and need to have the help of a “virtual agent”. A simple change of dates turned out to be a little more than what we bargained for. The agent suggested that we cancel and and then rebook the same hotel, which is also impossible without and agent. After 15 minutes of conversation we managed to cancel our booking, only to find out that to make new reservation was not a simple task either. We were charged (twice) but the payment page kept giving us an error message. Despite that, we were charged - twice! We never received an itinerary either. After that we were on Chat with an agent for at least 40 min then we were asked to send an attachment showing payment, which is not possible to do, at least on IOS for iPad. He sent an email to attach photos, and while we were figuring out how, one of the two charges was canceled by the vendor. After another long pause the agent on Chat said there wasn’t anything we could do than to try again in an hour. There is no way to involve a supervisor, and there apparently isn’t a customer service number anymore either . After that I felt like I need a good drink to stay strong and wait for another 7 to 10 business days to see if they cancel the second charge … W…?.Dusia11Version: 23.3

✓ App constantly freezesI really love hotels.com and the app is nice too but it has been difficult to use by freezing so often that I end up using the webpage instead..Ar2135Version: 2024.10

✓ Their loyalty & discounts system makes no senseIf you're a member, you get one night free for every ten nights, so essentially 10% off right? So why do they keep sending their members 8% off coupons that does not accrue as a rewards night? It's sent so often I'm starting to get annoyed. Also. It's not possible to save hotels for different dates and not have the prices expire every time I log in...a bit annoying when I'm planning to book for multi-city trips!!! I'm taking away some stars from my rating out of annoyance..Angiet118Version: 7.0

✓ App could be betterWebsite is good, the app not so much. It’s mostly functional but a few things grate me: - sliding scale on price filter is annoying because it’s hard to stop at the precise price you’re thinking of. Type-in is better imo - new booking is nowhere to be seen. If you go to “Booking” you can only see completed bookings. Both upcoming and past should be in that area, with upcoming to be seen first as that’s the most relevant for a traveler - there is no “search here” function when you move or zoom in/out of the map (c’mon, it’s 2020!) - whenever you go outside of map view, and come back, by default it goes back to the initial far zoom and not my last view. Which makes it harder for me to find again the last hotel I look at - in the checkout process, when you go out of the Hotels app (e.g. to check on dates on your email or another app), and come back, the check out process is lost, you have to start all over again rather than continue from where you left off So yeah, mostly functional app but subpar user experience. I hope the product manager will take this user feedback!.Gidget211Version: 12.1

✓ Unable to cancel accidental bookingEven after several years of membership, this inability to cancel accidental booking and inability to reach customer service sucks.FD😁Version: 2024.10

✓ ABSOLUTELY DISGRACEFUL UNHELPFUL APPABSOLUTELY DISGRACEFUL APP have been trying to contact someone via chat and the phone number they give re lost coupons and gold membership both with bots and can’t get through to anyone or anything that will take my questions/requests both just shut me out as it’s not about bookings and chat is locked up so absolutely no way to get any resolution and have now lost my vouchers!!!!!!.PhenomenonallyangryVersion: 23.17

✓ UnsatisfactoryI booked my stay with Wyndham Kingsgate in Williamsburg VA when I got there the gate keeper could not find my reservation sent me to the desk. I go in and try to find my reservation with them I showed them my confirmation and nothing is in their computer. I showed them hotels took my money also. It was after 4 as I was suppose to check in at and the office they needed to call was closed. They kept telling me Expedia and I said no hotels and they said oh they own them. I said ok where is my money then if you don’t have it and what do I do for a room, the lady Nico was amazing there and gave us a room regardless and told us to come back again tomorrow to check for our reservation and still next day comes and NOTHING! This point I am beyond embarrassed and feel like I have just lost my money I paid to you guys! They assured me they would accommodate us and not put us out. I have never been so unsatisfied and disappointed as I have with a booking company as I have now. I am skeptical to even use you all again! But thank you Wyndham for not ruining our vaca and making our stay nice. But what a mess to have to deal with for two of our days there..Scline78Version: 17.6

✓ Bad process， no starWhen searching for hotels in Santa Barbara, there were not many hotels that met the criteria because we had dogs and because we booked on the same day. We chose one of the hotels automatically recommended by the app and placed an order. However, when navigating, we found that it was not in santa barbara but near a Danish town, which did not match our plan. We contacted the hotel right away to get the room back. The hotel said that it was booked through a third party, and you need to find a third party, that is, hotels. We immediately contacted the customer service of the hotels. The customer service said that we needed to contact the hotel and asked us to wait online for 5 minutes. Then he said that for those who have not contacted the hotel, let us wait for the email for 72 hours. We called the hotel again and she said the manager needed to be contacted again. We drove directly to Santa barbara and booked a hotel from hotels. The next day, we contacted the hotels again and said that the money had been withdrawn from their system because we did not go to the hotel. This is so infuriating..CdocemployeeVersion: 22.49

✓ Great app with a few opportunitiesFrequent travellers enjoy the app for sure. It’s easy to use, comprehensive, and tracks your reward benefits clearly. A few suggested improvements: - bring back the feature to specifically select the price range when searching hotels. Great for corporate travellers who need to search within their specific budgets - you lose your scrolling position in the search when you go ‘back’ to the list. This is just frustrating - searching by only “Guest rating” rather than “Guest rating + Our recommendations” is much preferred Cheers!.Black_manVersion: 23.32

✓ RunTrying 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..YookVersion: 7.8

✓ Not special offerBooked hotel. 5 rooms for myself and family. This is supposedly a special discounted rate but I was charged 5 rooms at £90 per room and listed at the bottom was taxes at £90. This brings it in line with what everyone else is charging, just wish it’s not described as a special offer. In the name section I was asked not to use the same name in the surname box. We are family?? I had to enter my name as the person making the booking, yet the confirmation was addressed to my daughter at my email address. Not the best of booking forms!!.MrnmrscVersion: 9.2

✓ Rundown and outdatedThe hotel itself is really run down, floor in my room the wooden part was worn out. The carpet had what looked like cigarette burns in it. Walls had lots of marks or paint missing. Heating didn’t work. It wasn’t like they were busy so would have thought they’d had put me in one of their nicer rooms which if this is it I’m worried for the others. Food was only served in the bar for dinner which meant a limited menu of which a lot of items were not current stocked. The food I did order arrived cold. The knife I had was smoother than a babies bottom and struggled to even cut the bun of a burger. Breakfast was terrible for £23. Food had clearly sat under a hot lamp for a long time and was stale. Bed and pillows were alright, though stained with something red (did seem washed so assume clean) so I did get an ok nights sleep. Not one person asked how my food either dinner or breakfast was or how my stay was on check out..CowTipperRichVersion: 2023.42

✓ Room added bug**EDIT** the response from the developer was “please contact us on our support page” so they obviously didn’t read my review. The support process is ridiculous, needs me to ring them and wait on hold etc etc. read the review before responding please. App is ok but now when I try to add one extra room It adds 17 children automatically and there is no way to remove them. I tried to contact app support but it was too convoluted so here it is in the review. Fix this bug please..BusdiVersion: 23.23

✓ Misleading offerMake sure you viewed the offer in the correct local currency. The app has very poor usability where it displays offers in USD currency by default without clearly stating this. I booked a place thinking it’s my local currency and my credit card got charged almost twice the price. It’s when I found out it’s in USD. Customer service doesn’t seem to very helpful either..JashuanzVersion: 9.0

✓ APP IS BUGGY NEEDS A FIXING ASAPThis app is very buggy on iPhone 14 Pro I have been trying to book a hotel for 2-3 weeks now. When you go to more details on the rooms the text overlaps. You can’t read anything I need to read the details to make booking as I have a baby and need a cot. I have waited for couple of weeks thinking they might fix it but it’s never been fix yet it’s not that hard to fix this it seems like not been raised as an issue. Also WHY would you take out the translation on the reviews. Users can’t read most reviews in the hotels!! Very bad UX..NrcnmVersion: 23.17

✓ App crashed, incompetent supportTried to make a booking using 1 free reward night I had acquired. App crashed during payment process, booking did not go through but reward night removed from my account. Contacted support to have it reinstated and was told I did not have a reward night, one was not showing on my account and I never had one to use. Basically the implication was that o was lying. I found an email from May clearly stating I had a free night to use but they would not accept that and said it was indicating I had earnt points towards a reward night. This despite the fact Mail clearly starting I had earnt a reward night and could now use it..S.M.SnudzVersion: 16.8

✓ Why is ‘AIRPORT’ never an option as landmarksTwice now, I’ve been needing to book accommodation as close to the airport as possible for early flights but airport is never an option for ‘Landmarks’ Although it may now be called something else in this latest update. I am also trying to find previous hotels I’ve stayed at to try and book that hotel again but it only goes back 1 or 2 years, so now have no clue where I stayed previously..Hotels that I have previously stayed at, regardless of how long ago, should always pop up first if I type that area in.. this app has really gone backwards, not enjoying it at all..DeeDeeDuckVersion: 22.39

✓ UnfortunatelyNot sure why I live in Canada and am being charged USA rates. So I don’t use this anymore!.EllaBella1969Version: 2024.12

✓ Lots of bad hotels. DO NOT TRUST.Update: the developer reply is another joke, I’ve been asked to send a message to a virtual agent…DO NOT TRUST THIS SITE THERE IS NO AFTERCARE SERVICE IF THINGS GO WRONG Just been to the Hotel Ambasciatori in Florence rated 4 stars and 8.2 in this app…the hotel is more like a hostel, nowhere near 4 stars, photos do no correspond to reality, rooms are so dirty and very noisy, corridors are smelly, the location is horrible. I paid for a premium 4 stars and stayed in a dump. The holiday was totally ruined. I feel scammed…this app is totally unreliable…what is worse I’ve found out now that many other users have complained the same but this site takes no action to protect his customers..Angela122345Version: 2023.49.1

✓ Traveled across Canada no stampsTraveled all across Canada in the last month and I have 0 rewards stamps. How do I contact these Guys directly!.TeesMumVersion: 22.49

✓ ReedA good user friendly app, however it is a pity that this system doesn’t highlight you to when the prices reduce on a particular hotel which you have already selected and placed into your saved properties basket. In addition it needs to show the true hotel in-house confirmation separately. Lastly in the manage your bookings section the summary and room charges should show exactly what you have booked from the outset as it doesn’t show any breakfast / Dinner / VIP inclusions that it showed on the initial first search page so within this section it should show exactly the same information which it currently doesn’t..NevskiiVersion: 9.8

✓ Horrible does not begin to describe our experience..After a long day of driving from Florida we tried to settle at the Wyndham, there was no warning online that the hotel was under construction, including our room which was prepared to get bathroom tiles, with enough dust to trigger an asthma attack, so we turned on the moldy, incredibly loud, air conditioning unit, then things got worse. Thinking a cold beverage would help we went in search of an ice machine, 3 were either not working or removed for construction, went to the bar which was open when we checked in, but had closed, although the employees were meeting in the lounge, they would not help us. Finally found a working machine (and others searching for ice) on an upper floor. Went back to the room and pulled down the sheets only to find they were stained with the bodily fluids of past guests. Housekeeping was gone for the evening, with no help available. We decided to leave, they offered to move us to another room, also under construction, but we finally just checked out at midnight and moved to the lovely Hilton Garden Inn down the road. Unfortunately, due to the third party booking thru your site the Wyndham could not refund our money for the hour and 20 minutes we spent in their hotel..Jersey Shopper 2012Version: 2024.10

✓ Contact methods are terribleNo way to contact anyone for a mistake in booking, virtual assistance stopped responding. Very frustrating!!.BenhsucarVersion: 2024.10

✓ Inflated prices for membersWatch out members, if like me you are an avid user of hotels.com you should check the prices twice. They show higher prices when logged into the app vs web version when not looked it. Is this even legal? It’s clearly unacceptable to charge more to loyal customers vs new ones. 😡.MplifeVersion: 2024.12

✓ App recently ruinedI love the company, the free stays are awesome and the selection of hotels is always good. However the experience of the app is now awful. Mainly around how my search gets lost when I navigate out of the app ir my filters go if I change the search areas, also the search areas don’t work properly. Things sporadically appear or not for no reason. It’s ruined the exploring fun that used to end in bookings for us. At this point in time we have stopped using the company because the app is just too frustrating to come back to. We will check again in the future as we like the company but for now the app has spoilt the experience..H0PPERSVersion: 22.42

✓ Liars. Cheats. Do not book with these people. Go direct to the hotel.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..DaveTrishVersion: 12.6.1

✓ Corporate travellersThe app is missing commercial invoices availability, for corporate customers, including Canadian and provincial tax numbers and respective amounts. Regards.Canadian corp travellerVersion: 2024.10

✓ Good app with potentialUpdated 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.... ;).PakittVersion: 13.8

✓ New app is terribleHave used this app for years but since the update it has been a nightmare to use. It’s glitchy as hell! It takes ages for things to load, it can’t find pages (eg review page says not found) and the real time pricing seems to be a problem also - until now I’ve never not been able to book a room that’s been shown, at the price shown. On 3 seperate occasions the room I’ve chosen has either just kept timing out when trying to book or popped up as not available or shown a totally different price when you get to the payment page…..not my first choice anymore due to the hassle it has become.NobbysnookVersion: 2023.49.1

✓ Overcharged. Doesn’t tell you currency being charged in, defaults to USD doesn’t tell you :(Very disappointed in booking via the app - an Australian, in Australia, booking a hotel in Australia, received a price and transacted, was alerted as a fraud by my bank, when investigated I discover the amount quoted through the booking process was actually in US$ not Aus$ and it was never indicated as such. At the very least this should be corrected in the app to avoid confusion, at worst this is bad practice that has cost me hundreds of dollars more than what I was quoted. Either was I am very disappointed in the experience and will report it to the consumer protection body here in australia..J999999JVersion: 11.5

✓ Can’t figure out hot to redeem on iPhone post this one key cash shiftRedeeming is becoming very difficult to figure out post one key cash change.Anything107Version: 2024.12

✓ Not the bestI prefer the desktop version because the saved hotels bit does not keep accurate lists and is not in sync with my saved hotels from the desktop. And no matter how many times I book on this app, it doesn't come up 5% cheaper like it states..BeppieChickVersion: 7.1

✓ Not user-friendlyHello, I’m trying to contact an agent via the app and unable this is very unusual, friendly and literally designed to piss people off to the point where they don’t want to bother anymore. Unfortunately, there wasn’t an option for zero stars I had to choose one against my will. If I had the choice I would rate this app -5..Kittykat8308Version: 2024.10

✓ It’s not reliableI booked a room for me and my girlfriend. When I arrived they said I only booked for one person even though I paid extra for breakfast for 2 people. The hotel insisted I must pay extra for an extra person. They didn’t care that my receipt clearly showed I paid for 2 breakfasts, the booking only said one person. I know there is no way I would have knowingly booked a room for 1. Obviously selecting the breakfast extras didn’t trigger any conflicts. The whole thing was a mess and because The Holiday Inn was so rude and obtuse and stuck on me paying extra, I had to leave. The booking was non refundable. I even tried to get them to cancel the booking so I could rebook it with 2 people so I could show the hotel that the problem was with the app, they didn’t care. All around a horrible experience. Edit: I already tried talking to customer service. They did nothing and basically told me it’s my fault because I booked for 1 person and not 2. Which didn’t happen. I definitely booked for 2 and paid for breakfast for 2. Edit 2: You already suggested this. Broken AI making responses? Do you always answer with the same thing? Get some humans in charge and then we will talk..EsfandiarisanVersion: 23.25

✓ Poor functionalityWith the latest update, this app has become almost unusable. “(Message”. Too many requests)” pops up when simply trying to open the app. The main loading screen freezes and stays, forcing me to close the app and restart regularly. “Sorry we could not connect to Hotels servers” And other error messages pop up when trying to complete simple tasks. All of these are happening in areas of good cell service. When issues arise I always check the functionality of other applications to make sure the issue isn’t rooted in a blanketing lack of reception. When I am able to login with my user name, the map function is buggy. Zooming in is almost impossible. Every time my finger leaves the screen it zooms back out. When I can finally select a hotel, and go to confirm payment I’m logged out of my user name and cannot log in via the app. I’m taken to the desktop version and forced to sign in and book there. Which is obviously a pain with the entire function for this application being created in the first place is to make it easier for mobile use on the go. Ive booked somewhere around 500 hotels in the last 10years of my life through this app and for the first time I’m considering, switching to a competing booking application. Not sure what is the hold up or why it has gone downhill in the last year, but it needs work fast..JohnCoffey22Version: 23.8

✓ Horrible I been trying to book a hotel and this app is a headacheI was able to schedule my California hotel without no issues or problems on this app back in 2019 and now when I want to plan a international trip to the UK for my birthday it won’t load hotels up besides California and other cities like Florida I searched back in 2019 and local hotels in my area and that is not what Im needing and I’m tired of apps not working properly at all when I’m trying to plan something to know how much money to have ready and on hand for the trip because this is my first international experience flight and trip and I’m trying to make sure I'm able to secure a hotel without going to hotels trying to get a room and this app needs help or something to fix this issue I’m having I done went on 3 different networks and it does the same thing not able to find hotels but online there so many options on the same website so I’m not sure what is going on with there international trip booking..Montoya97Version: 23.21

✓ Doesn’t show all bookingsHandy app but little control if things go wrong, didn’t show one of my bookings even though under same name and membership number. Have a backup system e.g. email or paper.Single photonVersion: 9.3

✓ Total rip offThey don’t give you the information you need to book and then the service is useless and slow. See ya!.Amigo CarlosVersion: 2024.10

✓ Not impressedAfter trying to book a hotel 5 times on my work computer for a business trip it finally gave me a connection error asking to check my email in 5mins to see if there was a booking or not. Nothing so tried on my iPad instead using the website and finally the app. The app prices are in dollars rather than pounds and there is no easy management of account settings or obvious option anywhere to change displayed currency. Finally made the booking, but prices seem slightly higher than some other sites I sometimes use and the experience has put me off. I book a lot of work trips and have never had so many issues in trying to complete a simple booking..WallmaxVersion: 7.8

✓ What happened?!I used to love using the app and the website. It was my go-to for planning everything from one night trips to month long vacations. Since the update a few months ago both the app and website have become unusable! Favourites have disappeared, the search function is glitchy, everything is slow to load. I’m giving up and going to the competition, as I’m worried the entire platform will cease to function while I’m overseas….Reidmylips15Version: 22.49

✓ Doesn’t workSearch won’t work and keeps freezing.Kris1111222Version: 2024.12

✓ SafetyGood morning Having recently stayed at the residhotel coralynnes in Cannes the more I think about it I feel I need to raise a few safety points 1. Whilst in the room the air conditioning unit was pouring with water and we went through numerous towels to soak up the excess water on the floor which infact was lifting up the laminate from previous leaks I presume. Clearly a problem that has been ongoing ! Not safe and quite alarming 2. The kitchen facility was very concerning apart from the fridge being dirty the washing up area was tiny and this was exactly adjacent to the electric Hob . It took huge care not to get water near the electric Hob and infact a sign warned if water got on the Hob electricity would be unavailable for 24 hours ! Staying there with my young daughter I am only glad she wasn’t there solo as I would have been worried sick! This is surely not to British safety standards and as a British company advertising this property I am surprised this is acceptable by you . 3. Final point was the smoke alarm was taped up with masking tape again not what I expect from British standards in a room you promote. If this was in the UK it would be on watchdog ! My stay overall was good at the Coralynnes but I would appreciate your response to the safety concerns as I really am shocked at the kitchen and wanted to make you aware it’s not safe Kind regards Tracey March.TZM13Version: 23.34

✓ Too hard to useOld app is much better, every time you want to cancel, the page u went in just got nothing there , and cannot search from top price hotel to lowest price, the app got Worsen!!!!.AG fmailyVersion: 22.42

✓ Most INCOMPETENT, UNPROFESSIONAL, USELESS APP AND COMPANYI have been using the app for about 5 years and started having a few problems 2 weeks ago. Firstly I had a NIGHTMARE hotel experience and wanted a refund. After no response for a week I try making contacting through the app and I’m logged out of my account. Can’t access my account for nearly 2 weeks. No one can fix this problem. No one will refund my money. No one will help me. Just incompetent people and virtual agents who take your money and bookings but offer no help, no support, NOTHING. Do not support this pathetic scamming company.SandrapalmosVersion: 23.8

✓ No customer serviceI was unable to view, edit, or manage my booking in Athens. I was using the correct confirmation number and everything. I also could not contact the hotel via hotels.com. Because of this i couldnt cancel my booking and was charged $160 when free cancellation was available. Im only writing a 1 star review in hopes that someone from hotels.com FINALLY contacts me..Mjk235753478Version: 16.9

✓ Clunky, slow and too basicThis app is so clunky and slow I really don’t understand how more people are not reviewing. For starters it takes so long to load any results, when it does they are too basic, it does not show any of my favourite hotels which are stared. The pictures always load not in the correct format and trying to get basic information about hotels is painful. You always have to end up going in the main website and not using the App. Please address these issues. The app should be fast and convenient, it is not. You end up getting frustrated and using the web platform..CocoboxVersion: 22.46

✓ What happenedThis App was great for years, now it doesn’t load photos of the hotels, however this also seems to happen with their website directly. You guys used to be great, now I am just disappointed..ExHotelluvaVersion: 23.16

✓ Frustrating!!!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?!?!?!?.Twisted30Version: 15.8

✓ ScammersYou stole from me.Tom blackangelVersion: 2024.8.1

✓ Worst add a customer serviceI 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..LanoshahVersion: 14.3

✓ Can’t seem to view properties sent to meMy wife tried sending me a link to a hotel she’d found. It made me install the app to view it. There was a note about it copying the destination so I could see it after I installed the app, but nothing like that has worked. Even trying the link she sent again after I installed the app, it just opens the app up to the main screen. That’s useless. Why can’t you just have links shared out of the app take people to your webpage? This service started as a webpage! At the top of the webpage you can have a banner that opens the content in the app, like just about every other service I use on this phone. In the end my wife sent me a link to the property on a completely different service, which seems like the opposite of what you want. Even trying to search for the property on here with the big search box on the main page it seems to not let me without putting in dates and things. This has been a terrible user experience, and then the app popped up a box asking me to rate it after 2 or 3 actions on my part and just a minute or two of use. Congratulations on earning the quickest 1-star review I’ve ever given..JqubedTVVersion: 2023.48

✓ Always charges more than what hotel prices areI am never using this app again. Even though I changed currency in CaD they charged me for USD.NancyManchandaVersion: 11.8.1

✓ I am not a botThe new real person verification puzzles are a huge waste of time!! I've been trying to access my Hotels.com account for more than half an hour, and it keeps telling me that it can't determine whether I'm a bot or not. well now I'm having a hard time determining whether or not I ever want to use Hotels.com again..Deb ConnollyVersion: 2024.10

✓ Very helpfulGreat little app - only bugbear I find, is not being able to put in choices before all possibilities are displayed e.g free wifi, parking etc etc. Not sure what order they're displayed in, but either alphabetical, or lowest to highest rates would be most helpful and time saving..ZagulkVersion: 22.42

✓ No longer any goodI used to use this app when i was on the road for my job. Was ace……. But tried to join , i foolishly used my apple id to sign in . I cannot change my address to it wont let me, it is impossible to contact anyone, impossible to change my details , yet i can open another account with an address linked to my first address. Si i have two accounts , technically to the same address and cannot speak or chat to anyone to help sort it out! So basically if you have an issue there is no chance of sorting it. The site is support is garbage….. stay clear ……. Pity really as i was looking forward to easy bookings and use ..JopublikVersion: 16.8

✓ Disappointing appI 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..Caji1989Version: 11.8.1

✓ Stay away from this website!!!If you want to have the most frustrating experience you could imagine just trying to make a simple booking or browsing for the best deals or even just trying to get in contact with customer service about your booking issues, because believe me you’ll have issues! So many things wrong with this platform, the app, the website the ‘help’ from customer service (if the robot operator doesn’t end your call suddenly) navigating the page oh and can’t forget - when you login and it knows your country and what currency you have, it will still show you prices in US dollars until you change that yourself!!! 😂 so you’ve booked a place thinking all is well and you’ve got a really good deal go to your bank account and see how much has really been taken out because it doesn’t tell you at the end of your booking when payment is due!!! I have never ever wanted to delete my account and all association a booking platform before now..Broka223Version: 16.8

✓ App is ok but they are difficult to deal withI’ve been a silver member for years but things have changed. Price match is a scam. Phone number difficult to get thru. Prices aren’t necessarily cheaper. Just be careful dealing with them and don’t expect it to be easy..Ccaddict99Version: 17.4

✓ LocationsI do like the APP, but don't like that when I search for hotels in Singapore it displays hotels in Malaysia too. I know Singapore hotels well so can spot those in another country amongst the search results, but a first time visitor trying to book a hotel may get a shock if they don't see or check the tiny printed address and afterwards realise they have just booked a hotel in a nearby country. Also, the filters don’t stick/stay selected for multiple searches. Every time I search new dates I have to reset the filters. Frustrating and time consuming to have to narrow down/filter every time..Dkt43Version: 9.0

✓ Cannot log in after app has been updated, happens everytime & it’s beyond frustratingWhen you log in it just goes back to the log in screen, so you reset your password eventually and it still does it!.Scottfam99Version: 22.42

✓ Can’t LoginWhat has happened since the last update. I can’t login to the app and it seems to be stuck in a loop. Please fix quickly!.Jon Boy 857Version: 23.5

✓ Why did you change the appReally badly changed app. Just liked a hotel with the little heart, and it’s nowhere to be found. You go out of app and have to start a new search every time. No idea how many reward stars I have as I can’t see that clearly anymore as well. It used to be super easy but now it’s changed, I struggle using it. More hassle than it’s worth. I hate it when something works well and people feel like they have to change it. What was wrong with it before? It was so easy to use. Ready to hit the delete button :(.HotelgeekVersion: 22.38

✓ WorthlessI find it frustrating, stressful, neither term should be used while traveling abroad. I took a trip last weekend, the hotel staff actually did some weird half@$$ room service where they made the bed, cleaned out the fridge (which had my lunch, kids juice, candy, etc) about 15-20$ worth- no reason, just gone. All the little soaps were gone-and not replaced, and the dirty laundry was placed on the desk table? Well, because I used a third party Expedia, the hotel couldn’t directly discount or credit my stay, I had to spend 30 minutes on hold just to get a Expedia representative on the phone…still frustrated!! I am not sure why, but they couldn’t understand why I was upset. They needed to call the hotel to speak with the manager to facilitate any type of refund/discount-anything would have been nice. Needless to say, a week later and no discount, no resolution, not even a response. Just had to eat that horrible sandwich. I believe you are better off just dealing with the hotel of choice app..Tori powVersion: 23.23

✓ Not an honest app anymoreI’ve been using this app for years and it keeps changing. I After staying 10 days in a hotel, you earn one stamp with a value that is prorated to the overall average percentage that you have spent each night on a hotel. They told me that I had a stamp worthy of $140 for one night. When I went to go use that stamp it still only took $97 off my book not $140. Had a stamp for $83 dollars and it only took $48 off my booking. Also, I was unable to use both stamps in one trip, which doesn’t make sense. What is the point of racking up points if you can’t use them in the same booking. This app has changed up drastically and now that it’s in a different format I have no way of getting the points that I had back before. Customer service is terrible. No one that answers is a native English speaker. I can’t even find the phone number now to call them because it’s not readily available. It’s an inconvenient app and it’s actually bogus. Some hotels won’t even allow you to use the points because they prefer you to pay them directly and don’t wanna be paid by points. Which means that you stay at some hotels. It could be the most perfect hotel all the amenities you like in the perfect location. But you won’t be able to use it because that hotel is too perfect and everybody wants that one so you can’t use points on it likely for that reason. I wouldn’t recommend anybody get caught up in this apps point system. There are better apps, this one is going downhill..Tower_climberVersion: 23.28

✓ It’s good but needs to be more clear when showing USD pricingThis app is good but can be very deceptive when it comes to pricing. Nowhere did it specify what currency it was set on so when I paid it ended up taking twice as much out of my account than I expected. It needs to be clear what currency you are viewing so you can change it if need be..Ana10293848576Version: 13.6

✓ Very temperamentalNot so long ago I had several issues with the app for one reason and another, most of which seem to have been addressed by the Hotels app support team. However, of late, I’ve been unable to add bookings to my Apple wallet (error message: pass cannot be read because it isn’t valid, probably a .json coding error) and, despite contacting their Twitter team over and over, trying to find a way to report this to the app support team, it seems said team are uncontactable, whether it be via the developer link on the App Store, via Hotels[dot]com Twitter DM, or any other method for that matter. I was actually told by one agent how to contact their developer team, which proved to be a wild goose chase, then another agent replied that it was impossible to contact their developer team and they promptly gave me the number for reservations!! The upshot is that unless anyone from that team should happen to read this review, or tries to add a booking themselves, then the issue will go unresolved. What a joke, Expedia really is too big and unwieldy that one hand really doesn’t know what the other is doing, or even where it is!.Stu RodVersion: 16.1

✓ FaultyAlways has problems connecting to the internet when no other apps do.NCud86Version: 23.28

✓ Completely unusable - search errors and loopsUpdate: and now I can’t login at all. Loop on the login page. Used to love this company and app - but lately the app just simply doesn’t work and their customer service doesn’t reply. Doesn’t auto-complete city searches - have to type two letters and then try to scroll down to find the city. Once I do find it every single time my searche results in “oops, looks like something went wrong”. I also have to verify and login myself every single time I open the app, and many times it gets stuck in a loop on the verification step..LisanilssonVersion: 23.13

✓ Never againThe 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..486327846Version: 9.5.1

✓ Can’t cancel bookingGreat app easy to use, however it doesn’t not give you the option to cancel your booking if you have more than one room booked. When you cancel one room, it says you need to cancel each room, but when you try to cancel the rest of the rooms it won’t let you back into the cancel tab. I have already had to ring for a previous booking I did because it did not give me the option of cancel all my rooms. Other than that it’s a good app..Kelly - AotearoaVersion: 12.4

✓ WarningI booked a hotel room for a night stay and received no email confirmation so checked the hotel I’d booked and it said it had been fully booked up. So I had to find a more expensive hotel for one night as it was for my wife’s hospital trip and we couldn’t miss it. I then got an email from the hotel that I had firstly booked through the app saying I was a no show and got charged for it as well as the more expensive hotel we ended up staying in. Contacted customer services and got moved from pillar to post until someone eventually said it’s the hotels fault not ours I then received my confirmation of booking email a week after we had returned..Karl02101982Version: 11.2

✓ Easy app but...I really wish it wouldn’t reset the search engine every time I change the date of the booking. I’m entirely flexible on the date of the booking but I’m looking for a good price and so I’ll change the date to search for a better rate for the hotel I want. Unfortunately this resets the other search options which then means the app is showing me hotels in Sheffield when I’m looking for one in Manchester. It also loses the hotel rating and star rating that I specify so while the prices are always good and I’ve just redeemed a reward night to a value of nearly £70 the search protocol makes me question whether I can be bothered using this app again..Ex PFC WintergreenVersion: 7.0

✓ Hard to contact with a problemI am a long term member, like to book with them and prefer to book with them. But if there is a problem, hard to contact. I couldn’t find a contact number anywhere. The chat function can help on simple requests but A recent problem took over 40 minutes of chat to sort out, It was misdirected somehow to the wrong team, then went through whole problem with Second person and waited while he rang the hotel for ages, then found he was cut off ( the chat didn’t show this so just had to start typing again when eating too long) then eventually sorted by third person. In the chat I asked twice for the customer service phone number but no response to this .also mentioned that my confidence in the company being undermined. No response to this either. Not too happy Also the app doesn’t show new bookings a- which I need- only old ones.EJJames2Version: 17.3

✓ Not a very user friendly appBooked 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..MykellittVersion: 12.3

✓ Cannot get through for love nor moneyVery frustrated and a frequent user. Virtual chat didn’t do what it said. Calling through is not working and hanging up on me. Email bounces, managing booking online for dates not possible! AGGH someone call me back..Notthe biggest fan right nowVersion: 16.6

✓ Nightmare waking up to the entire room floodedOur trip turned out to be a nightmare in room 105, my husband woke up to use the restroom and the entire bathroom and half of the room were flooded. The pipe busted and water was gushing out, our personal belongings were all saturated, shoes and suitcases. After trying to call they sent a man over and we were moved upstairs. This was at 4 am and we’re having to pack everything wet and go upstairs with no offer to help either. Then at 9:10 in the morning the maid was opening the door!!! That incident unacceptable!!! We tried our best to enjoy our 2 night stay and asked if we could do a late check out 2:pm for non fee and the inconvenience we experienced and that was approved. We asked to speak with the Manager numerous times and that was unfortunately unsuccessful. We expected the manager to at least stop by to apologize for the inconvenience and or at least check in on our stay post room transfer but that never happened. My husband and I were unhappy with the stay without a doubt..Flooded roomVersion: 17.7

✓ Going back to Expedia.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..Pedro VizcarraVersion: 13.1.1

✓ The app is not greatYou can view your booking details when you are offline without internet. Your upcoming booking should come up first but on the home page it gives you your recent searches. I don’t care about what I have recently searched. I care about my upcoming bookings. And it’s not easy to navigate from the mobile front home page where to locate your bookings.MazzzzzzyVersion: 22.46

✓ The new viewing system is shocking.I loved this app because I could see the prices on the map so easily. Now you can’t work out what hotels are booked and not book when viewing in the map also you have to keep zooming and zooming in because it just comes up that there are 5 hotels in This area. Well that’s fine and well but what are the prices I what to me able to view the full map like before with all the prices to decide which is a better fit. Now I tend to close the app because I get so frustrated. Also absolutely ridicules that I can’t right a review without a nickname yer all nicknames are taken?.FvubfbnmufgjnjVersion: 22.49

✓ Excellent Rewards systemAn excellent rewards system and search function. Some times the functionality and speed of the site lets it down..Labore et fideVersion: 15.3

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