Hotels.com - Reviews and experiences

I've been using this platform for booking hotels for years without any issues. But man, my last experience really let me down. The hotel stay was terrible and when I tried to reach out to customer service to vent, no one got back to me. It felt like they just weren't getting that I had an issue with both them and the hotel. It seems like they don't even have a proper procedure to handle complaints, which is just not cool.

So hey, listen, I've been a gold member for ages, eh? And then out of nowhere, I check my account and I'm downgraded! Can you believe that? I tried reaching out to customer service, but man, they were just terrible. They couldn't even solve the issue! I'm seriously annoyed about this, and I don't think I'll be using this site anymore, ya know?

Recently, I had a problem with my loyalty rewards after booking more than $20,000 worth of hotels in the past 7 to 8 months. The system said I used a rewards night, but it didn't work. I contacted customer service, but they wouldn't give me a refund or add the redeemed night. Being a top-tier member, I thought I'd get better service. I decided to cancel my trip and membership because I was so frustrated.

I am so upset about the terrible customer service from this booking site. They wouldn't give me a refund after I cancelled, wouldn't undo the cancellation, and wouldn't even let me book again with the same hotel using the money from the cancelled reservation. Their customer service is basically non-existent.

I had a really bad experience with Hotels.com when I missed my flight because of them. I reached out to the hotel to see if we could work something out for my reservation and they were super nice about it, offering to help and give me a refund. But when it came to Hotels.com, they were not willing to budge at all and wouldn't let the hotel do anything to help me out. Their lack of flexibility and unhelpful attitude was so disappointing and frustrating for me as a customer. I would definitely recommend that others steer clear of using their services.