While Hotels.com is popular for booking accommodations worldwide, complaint data from our community has flagged several recurring issues with their platform and services. Common complaints include difficulties with logging into accounts, being billed twice, and rewards disappearing unexpectedly. Customers also mention hotel rooms not matching the online photos, high phone charges, and troubles with canceling bookings.
To avoid these issues, we recommend customers to double-check their reservation details, keep track of their reward points, and take screenshots of room photos and booking confirmations. Additionally, consider using email or online chat for support instead of phone calls to avoid unexpected charges.
Do you have a dispute or had a bad customer experience with Hotels.com? Report it through our hassle-free complaint form to warn others and maximize the chance of resolving it.
We will make sure that your complaint receives the attention it deserves by reaching out through: social media, emails, paper complaint letters, contact forms and other tools at our disposal. We also have an active community with people who might be able to give you some helpful advice.
Just looking for information? Search through all complaints we have received related to Hotels.com.
Our sentiment meter has detected that Hotels.com complaints over the past 28 days have remained within our normal fluctuation range, showing a change of 0%. While some customers might experience challenges with Hotels.com, the steady level of complaints indicates that there hasn’t been a surge in widespread issues recently.
Sentiment data last updated on February 3, 2026
We have received 0 complaints about Hotels.com over the last 12 months. The graph below shows a monthly breakdown.
Curious about Hotels.com's track record in addressing complaints within the Hotels / Motels category? Dive into the all-time complaints data right here!
Below, you will find the contact information for the complaint department of Hotels.com. To amplify the impact of your complaint, please use our complaint form.
You can contact the customer service of Hotels.com by calling 800-246-8357. If you want to reach out to Hotels.com through their own website, you can use their contact form.
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Helpful experiences shared by verified Hotels.com customers. Search, discuss and connect with other people in our community.
Complaint from Jens on 17 December 2023 about Hotels.com.
Ridiculous service policy at hotels.com. No email to send complaint to only tel number like 100 years ago. Then I have to sit there and listen for 1 hour to an agent who doesnt understand the problem. I want to sign... Read more
Complaint from samjalij@hotmail.com on 20 July 2023 about Hotels.com.
I booked 4 rooms on 29th June to 30th June 2023 at Oyo Gran Canaria Folkeston through Hotels.com paid £249.48 in full in April 2023. Hotels.com charged me another £207.92 on the 30th June when we checked out... Read more
Complaint from RockstarBandit on 14 July 2023 about Hotels.com.
Hotels.com recently switched to a reward program called One Key. Their terms and conditions state that all the rewards accumulated with their old reward program would automatically transfer to the Oke Key system. I had 2 free nights and 5... Read more
Complaint from Ward1fire on 19 May 2023 about Hotels.com.
When I arrived at the hotel the front desk guy told me they did not have rooms with 2 double beds at all as described on hotel.com website when I booked the 2 rooms.I contacted hotels.com and they refused to... Read more
Complaint from Eamonn on 30 April 2023 about Hotels.com.
Late at night i was changing a booked room to 2 adults-they put me through to an agent in the US without me knowing and after a 27 minute hold -I later found by phone bill had gone up by... Read more
Complaint from jfields75@outlook.com on 19 October 2022 about Hotels.com.
Like with so many others out there we are recently homeless due to covid related eviction. We been dealing with this for almost 3 months now, we tried applying to different properties but they want us to make 3 times... Read more
Complaint from RickReynolds61 on 15 September 2022 about Hotels.com.
I booked rooms for a conference in Vegas. I thought I was booking Tahiti Village Resort, I booked Tahiti Resort, Realized right away within minutes. The hotel will not allow a cancellation. I am sure they know people miss book... Read more
Complaint from Babyray on 29 July 2020 about Hotels.com.
Well first i paid 796.00 for 2 weeks. When on the wwb it saidfree breakfast and pool open. The rooms pictures on the web are the oppisit of what they look like in person. My bed was broke the fridge... Read more
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