Users Voice for Hotels

92% users rated Terrible
2% users rated Poor
1% users rated Average
1% users rated Very Good
5% users rated Excellent
Pie Chart Review Representation for Hotels
Hotels Overall rating
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User Interface
Quality

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Review article published on: 18 Jan 2019

Last updated by on 09 Mar 2023

"I'm the author of two non-fiction books: Wanderland shortlisted for the Stanford Dolman Award and Wainwright Prize, and the award-winning Wild Times."
Sep 2022 1.1 2.3 4.4 5 4.8 4.5
Oct 2022 1.2 3.6 4.4 5 4.8 4.7
Nov 2022 1.3 5 2.7 5 4.9 4.2
Dec 2022 5 1.8 5 5 5 5
Mar 2023 1.3 5 4.6 5 4.8 3.3
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Detailed Hotels Review by

Introduction

Hotels.com is a popular online travel booking platform that is dedicated to helping people find the perfect hotel for their travel needs. With more than 500,000 properties listed all over the world, Hotels.com has made it easier for travelers to find a place to stay, whether they are on a business trip, holiday, or just exploring the world.

Pros and Cons

Pros:
  • Hotels.com offers a large selection of hotels, resorts, apartments, and other accommodation options, making it easier for travelers to find the perfect place to stay.
  • The website is user-friendly and easy to navigate, with a comprehensive search filter that allows users to narrow down their results based on their preferences and budget.
  • Hotels.com also offers competitive prices, with regular promotions and discounts that help travelers save money on their accommodation.
  • The loyalty program, Hotels.com Rewards, allows travelers to earn points for each booking, which can later be redeemed for free or discounted stays.
Cons:
  • Some users have reported issues with customer service, including difficulty in contacting the support team and delayed response times.
  • Hotels.com charges a booking fee, which can add up to the total cost of the reservation.
  • Some travelers have reported issues with the accuracy of hotel listings, with mismatched room descriptions or incorrect amenities.

User Experience

Hotels.com has a user-friendly website that makes it easy for travelers to find the best accommodation based on their preferences and budget. The search filter allows users to narrow down their results based on location, price, star rating, facilities, and more. The website also offers a map view that allows users to see the exact location of the property and nearby attractions. The booking process is also straightforward, with clear instructions and payment options offered.

Pricing and Value for Money

Hotels.com offers competitive pricing, with regular promotions and discounts that help travelers save money on their accommodation. The platform also offers a price match guarantee, where they will match the price of any other website if the user finds a lower price within 24 hours of booking. However, it is also important to note that Hotels.com charges a booking fee, which can add up to the total cost of the reservation.

Alternatives

Some popular alternatives to Hotels.com include Booking.com, Expedia, Agoda, and Airbnb. Each platform offers its unique features, such as travel packages, holiday rentals, and last-minute deals, so it is essential to compare them all before making a decision.

Customer Service

While some users have reported issues with customer service, Hotels.com has a dedicated support team that can be contacted through email, live chat, or phone. The platform also offers a FAQ section, where users can find answers to common questions.

Product Quality and Selection

Hotels.com offers a vast selection of hotels, resorts, apartments, and other accommodation options, with over 500,000 properties listed worldwide. The platform also offers comprehensive information about each property, including room descriptions, amenities, prices, and user reviews, which can help travelers choose the best accommodation for their needs.

Website Usability

Hotels.com has a user-friendly website that is easy to navigate, with a comprehensive search filter that allows users to narrow down their results based on their preferences and budget. The website also offers a map view that allows users to see the exact location of the property and nearby attractions. The booking process is also straightforward, with clear instructions and payment options offered.

Returns and Exchanges

Hotels.com has a flexible cancellation policy, where users can cancel their reservation up to a specific date before check-in without any penalty. However, cancellation policies may differ depending on the property, so it is essential to read the terms and conditions before booking.

Promotions and Discounts

Hotels.com offers regular promotions and discounts, such as last-minute deals, secret prices, and member-exclusive deals. The platform also offers a loyalty program, Hotels.com Rewards, which allows users to earn points for each booking, which can later be redeemed for free or discounted stays.

Reputation

Hotels.com has a good reputation in the travel industry, with millions of satisfied users worldwide. However, the platform has received some negative reviews concerning customer service and inaccurate hotel listings, so it is essential to research each property carefully before booking.

Payment Options

Hotels.com accepts multiple payment options, including credit cards, PayPal, and Alipay, making it easier for travelers to pay for their reservations.

Loyalty Programs

Hotels.com offers a loyalty program, Hotels.com Rewards, which allows users to earn points for each booking. Members can earn one reward night for every ten nights booked, which can later be redeemed for a free or discounted stay.

Customer Reviews

Hotels.com features customer reviews for each property, which can help travelers make an informed decision about their booking. The platform also offers a verified review system, where users can only leave a review if they have stayed at the property.

Community Involvement

Hotels.com has participated in various community programs, such as disaster relief efforts, environment conservation, and supporting local businesses.

Shipping and Costs

Hotels.com does not offer shipping services as it is an online travel booking platform. However, the platform charges a booking fee, which can add up to the total cost of the reservation.

Hotels Recent User Reviews

User Rating

5 stars

21

1 stars

456

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Reviewer Name: Richard

Review Submission Date: 2022-12-17

Review Title: Awful experience, avoid !
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Review Description: Hotels called to say they had to cancel my booking but I still was charged , I’m having an absolute nightmare trying to get a refund. Hotels.com offered me £20 “compensation”, I refused as I want my £100 back. I paid hotels.com for the stay , the hotel cancelled my stay not me. This company is awful and the process for refunds is so difficult it’s basically impossible

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Reviewer Name: banana

Review Submission Date: 2022-12-15

Review Title: dont use them
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Review Description: dont use them. they have listing for places that doesn't exist and refuse to refund you

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Reviewer Name: Olivia Su

Review Submission Date: 2022-12-14

Review Title: Credit card fraud - security breach
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Review Description: Our account with Hotels.com got hacked and we were charged with a booking was made using our credit card details. When we contacted them not only they didn’t investigate the security breach, they insisted on charging us for the booking. They are literally making money off a fraud. We stopped using Hotels.com for good. And would suggest everyone to look for alternatives when booking their accommodation.

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Reviewer Name: Alison Kwaka

Review Submission Date: 2022-12-13

Review Title: Fake information
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Review Description: One thing that needs to be improved is their honesty on what a hotel looks like. We did a travelling trip across Mexico and were surprised several times how the hotel pictures (inside and outside including) did not match including important details that would have been useful to know such as paying deposits on arrival.

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Reviewer Name: Unhappy in Phoenix

Review Submission Date: 2022-12-12

Review Title: This is a scam company
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Review Description: This is a scam company. They charged me for three hotel stays on one day. I canceled the trip but somehow they are now saying I owe them for a booked stay. I've used the online chat and call in customer service and they're terrible. It's fraud and my bank is going to help recover the charges for me. Somehow associated with Expedia even though they don't make that clear? Stay away.

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Reviewer Name: Lance Buchanan

Review Submission Date: 2022-12-12

Review Title: Never use this website if problems…
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Review Description: Never use this website if problems occur they will not stand behind there website and tell you that your problem must go threw the motel and they must honor what the motel says and that there a 3rd party for the motel owners !

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Reviewer Name: Andrew

Review Submission Date: 2022-12-08

Review Title: Horrible company- Avoid
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Review Description: Horrible company. Booked a stay in Manchester Maldron hotel through them, but unfortunatly had to cancel last minute. Phoned the hotel to ask for the policy and they said contact Hotels.com. I went on to my app to check the cancellation policy and I was told there would be no fee for cancelling. Then as soon as i cancelled i recieved an email saying they were taking £71.10 out of my account for cancelling. Unable to reach a complaint department as they have no number. Stuck talking to an Indian support centre over the website.

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Reviewer Name: MarkHussey

Review Submission Date: 2022-12-08

Review Title: Runaround
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Review Description: Never received any confirmation but was charged by hotel although we booked directly and paid the hotel directly. Hotels.com gives us the runaround: thieves basically.

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Reviewer Name: mike

Review Submission Date: 2022-12-07

Review Title: I was given a gift card and it took…
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Review Description: I was given a gift card and it took over a year to find a place I could use it. The list all sorts of properties, show they are available for the nights you want but when you go to book it, it says you can use a gift card to pay for it. They sell the gift card, take the money and the card is basically useless!

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Reviewer Name: Michael

Review Submission Date: 2022-12-07

Review Title: Reserved a room thru hotel.com and when…
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Review Description: Reserved a room thru hotel.com and when we got there we could not check in. My wife is disabled and has medication that has to be refrigerated. Instead of them finding us another hotel with the same name. They told us we had to pay again. Because they want to make a buck instead of doing something good for their customers. Had to sleep in the car because of their lack of truly caring about their customers. Will not use them every again and will be deleting my profile and the app from my phone after this stay.

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