Hotels.com: Book hotels & more

I am using hotels.com for many years but there website and app never works properly

The app is of no value except for bookings. It is NOT HELPFUL and no customer support.

This is far from promise. Rooms are not clean. Non functional devices in room. Great hot water though.

If there’s a refund issue no one will respond/ attend the chat ??!?

Booked hotel in Jodhpur through the app but when I reached the hotel the hotel manager said they did not received any booking on my name

I’m still saying horrible customer service with one star. Actually, customer service doesn’t exist, and there is no option to give zero stars.

Please start accepting American Express cards for securing the reservations . It’s so strange that being an American company not providing facility to block the reservations using Amex .

Good room rates as compared to other website.

Please be mindful while using this app and especially their customer service. I had a refund due with them, which was agreed upon by the hotel and them. However, instead of providing the refund they deducted the same amount from my card without my approval. Their customer service agents presented vague arguments and did not even know that the app has association with Expedia group, they have just asked them to blabber but has not trained them about their business. The discussion and incident was really disturbing. No one was agreeing to the mistake done by them. At last I had to raise the dispute with the bank and the bank helped me to get my amount back from them. The bank statement and text message clearly showed that the amount went to Hotels.com but they wanted the amount fraudulently and were just trying to prove me wrong, thankfully I had the bank support who got them and finally I got credit for the fraudulent deduction made by them. Also, I originally booked the hotel for 3 days but the hotel was not very good so I cancelled the booking for the 3rd day, they have not provided the refund even today after 2 weeks which they just keep on promising.

Cant redeem reward nights. And gradually they disappear. Chat bot aint got a clue. Call center cant find a thing. A big Organization with disconnected systems???