Hotels.com is an online travel agency that specializes in helping people find and book reservations at hotels, condos, bed and breakfasts, and more. The company was founded in 1991 and joined Expedia Inc. in 2002.
Here are some comments from customers we saw on Google search:
Hotels.com’s customer service has been head and shoulders above similar companies, taking the time and care to actually fix booking issues and obtain desired and appropriate solutions. I will definitely be sticking with this company in the future. The customer service chat specialists helped me obtain a refund for an initially non-refundable booking within days of when I was supposed to be checking in. This has not been my experience with similar companies. Hotels.com emailed me when they said they would and kept me updated throughout my claim process. I was very satisfied with their responsiveness and results.
I’ve been using Hotels.com for years. I haven’t had a negative experience but I usually prefer other booking websites more because their support is easily reachable. Having said this, I’ve made many reservations through Hotels.com too. I am writing this review about Hotels.com because most of us have had reservations during the Covid-19 outbreak and I am sure you’ve all had negative experience dealing with cancellation issues related to flights and hotels. I also experienced some good and some bad cases so I feel it is right to publish a positive comment for Hotels.com in a time when many airlines and accommodation websites tried to benefit from the situation and didn’t offer their customers a refund for a reservation during the coronavirus period.
Don’t buy cheap rates!!! I used to love hotels.com. I traveled a lot and this is an invaluable tool since I’m not loyal to any brand. It’s all good on the bright a shiny part of the business, where you get to discover all kinds of cool hotels that you didn’t even know existed (Like Glamping resorts in Canada). But there is a dark side to the business that you better hope you never have to see.
I booked a reservation thru Hotels.com in February and received confirmation of my booking, with the following cancellation policy: Free cancellation until 09/16/20. If you change or cancel your booking after 18:00, 09/16/20 property’s local time (GMT-06:00) you will be charged a 50% fee. We will not be able to refund any payment for no-shows or early check-out.
My wife and I booked a hotel with Hotels.com for a short stay in Edinburgh in February this year, not expecting at all the coronavirus lockdown to hit! A month or so before the booking we wanted to see if it would go ahead. Due to issues with the Hotels.com website, I had to ring up their customer services line to verify that all was well. I was told everything would be fine, and the week before the visit I received a reminder email giving me ‘all the information you need for your upcoming stay’.
Company Name: Hotels.com
Year Founded: 1991
Address: 5400 LBJ Freeway
Postal Code: 75240
Country: United States
Phone: (877) 903-0071
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