Hotels.com Reviews 

I've been using hotels.com for a while and have always had a really good experience booking online whether it's through my laptop or mobile app. Customer service is always Top Notch and they do their best to help out. Lately I've been finding the app really easy to use to change dates and/or update room type. Rates are competitive especially when you're a frequent user. Their reward program I also find beneficial towards future travel arrangements.

Nice website. Thanks

I chose specific dates and your system changed my dates to the closest that were available when I booked. I did not choose + or - any days. I noticed the change after I booked and had to cancel.

Easy to booked great reward

My boss recently told me that hotels.com was her favourite booking site. When I searched my booking and booked my hotel through the hotels site, the charge on my card was from Connecticut and it had a large service fee the price of a room. I decided to search it on the hotel.com app and the same room was $400 cheaper and still fully refundable. The process was simple and there was clearly stated paying options. I will always use hotels.com now.

I wasn't happy that the hotel cancelled on me but hotels.com accommodated me by finding another hotel and charged me the same rate. It was frustrating talking to the rep however because I could hardly understand what she was saying and I could tell she was reading exactly the same text I would receive with the reservation.

You give many options to book, and it is easy to do it

It was easy to book. Very quick.

Booking process and VIP discounts are very appreciated!

Using Hotels.com is always so easy. You get great selections and there are always specials. I added a special request and got an answer right away. It is so easy and simple to use

Improved reliability, after experiencing unexpected cancellations and booking failures in the past upon arriving at destination. That hasn’t happened for a while now.

I have been a regular customer of Hotels.com for booking my accommodation, and I appreciate the convenience of the platform and the ability to compare hotels around the world. As an airline employee who travels frequently, I have many opportunities to use different booking websites. However, I have continued choosing Hotels.com because I value the platform and expect its advertised benefits and loyalty perks to make a difference in my travel experiences.

During my current month-long vacation, I have experienced both disappointing and excellent examples of hotel service.

During my stay in Warsaw, Poland, I was disappointed that the VIP Access benefits promised with my booking were not provided. As a loyal customer, I expected the benefits advertised through Hotels.com to be honoured.

During my first hotel stay in Thailand, I also encountered cockroaches in my room. Although the hotel changed my room immediately, the experience was unpleasant and fell short of the cleanliness standards I expected.

In contrast, my recent stay at iSanook Bangkok Hotel was an outstanding example of how VIP guests should be treated. As soon as I arrived, the front desk team acknowledged that they had been informed by Hotels.com that I was a VIP guest. They warmly welcomed me and assured me that they would be happy to assist with anything I needed during my stay. Their kindness, professionalism, and genuine hospitality made me feel valued and appreciated. This experience demonstrated how meaningful VIP recognition can be when it is delivered properly.

As someone who works in the airline industry and travels frequently, I understand the importance of customer service, consistency, and loyalty. I believe that customers who repeatedly choose Hotels.com, particularly frequent travellers who book accommodation throughout the year, should be able to rely on the benefits and perks advertised to them. These benefits should not simply be promotional promises; they should be part of a meaningful customer experience.

Hotels.com operates in a competitive travel market, and customers have many alternative platforms available to them. I could easily choose other booking websites, but I would prefer to continue using Hotels.com because of my existing relationship with the platform. However, loyalty needs to be rewarded, and I would like to see greater consistency in VIP Access benefits, better oversight of hotel cleanliness standards, and more meaningful recognition for frequent customers.

I hope Hotels.com takes this feedback seriously and uses it to improve its service and strengthen customer loyalty. I would appreciate seeing the company provide more tangible benefits and exclusive perks that reflect the loyalty of frequent travellers. My experiences at different hotels have shown me both what can go wrong and what excellent hospitality looks like. I hope Hotels.com will work with its hotel partners to ensure that more customers receive the positive, reliable, and rewarding experience they deserve.

Too expensive. This is a simple motel with crummy thin towels. Not even 1 star…

Quick, easy booking process.

I haven't received confirmation number for booking that I made today for November 6, 2026

Everything went good but if a person who isn’t sure about something it’s hard to ask a question to a computer. All and all Happy.