4月 2024

Took a week and more than 30 calls but eventually Hotels.Com cancelled and refunded all of our hotel reservations that had to be cancelled due to coronavirus. We made three reservations on one trip, Rome, Oxford, and London and so far I have seen refunds for Rome and Oxford, waiting on London. Thanks!

I am happy with using and have done business with Hotels.com for several years. I did have an issue with a REFUND on a CANCELLED hotel booking for April 02. 2020. It has been almost a month with no refund so I was getting concerned, once I actually spoke with a person at Hotels.com I was assured that the parent company (Expedia) did in fact initiate a refund on the day I cancelled, but that the money was taken out of my account by the Hotel property itself and I will have to call them to get my refund status. (He even called the hotel for me but it's after hours here and I'll need to speak to the manager there tomorrow). It definitely is frustratingly difficult to actually get to talk to a human, and it is not very clear on their website the actual steps to take when the "chat bot" dismisses you, (disclaimer- not verbatim, that agents are busy, check back later) But since this is an unprecedented time in world history and no one really has an actual "play-book" I'm giving them a break! I was treated courteously by Hotels.com customer service and believe that once I speak to the hotel property my issue will be resolved. I will book with them again!

Excellent! Been using them for years and never had any problems with them. Best thing is that every 10th stay, one is free and I have used that many times now! :)

Keep trying to call and contact and live chat for days.IHG are offering free cancellations because of the virus.I am hoping Hotels.com will honour this, if only someone was there to speak to or, they could set up the system so it does honour it automatically for all IHG bookings. Then they wouldn't be dealing with so many customers.Anyway. hopefully, this will be sorted before my actual booking and Hotels.com will do the right thing!UPDATE: I spoke to soon, days after this post, I got an email saying I can cancel at full refund. Now I trust them again and will continue being a customer.

We had a trip to Tenerife booked from 05/04/2020, we had a hotel booked for 03/04/20 with ibis Hotel, Pearly Grey Ocean Club Apartments and on return Hampton by Hilton in Luton. I had contacted all the above directly and they were happy to refund, as I have booked these through Hotels.com, I had to wait until the individual hotels cancelled due to Covid 19.Both Luton hotels cancelled and Hotels.com sent me an email confirming refund. I had to call Hotels.com and the advisor contacted the hotel and confirmed a refund, this will take up to 30 days! I had sent many emails to Hotels.com as well. We were lucky to get a reund as these bookings were a Special non-refundable rate. Otherwise I would have needed evidence that they were not refunding for the travel insurance and finally we would have had to claim off the Credit Card so always pay by Credit Card and take out travel insurance with travel disruption straight away. I will update when the payments have been recieved.

I had an amazing experience with Hotels Etc. Simple to setup membership, easy to use, easy to book. Amazing!

I had a really miserable hotel stay and I reached out to the hotel, who I have yet to hear back from. I contacted Hotels.com who I booked through, and was instantly helped. They went above and beyond in customer service even though it was the hotel that was at fault. I will definitely be booking through them again!

I tried to amend my booking on the website and I got an error message. I then realised the booking had been cancelled! I called customer service but they wouldn't help me - said that's it you need to pay and book again. (The booking is still 2 months off and the booking was made only 30 mins before.) Called the hotel and they say they want to help but they can't do anything as they don't have the payment yet from Hotels.com so can't refund it and in any case I didn't book through them. I then messaged via Twitter asking for either an 'un-cancel' or a refund so I can re-book and the Twitter rep was great! They contacted the hotel who agreed to waive the charge and refunded me the whole amount immediately.

Thought Hotels.com deserved some credit in respect of our experiences over many years using them - never had an issue.Due to recent Pandemic issues we have received over £800 in refunds all automatically through website so certainly can't complain at that.

During the past year I have had to cancel with hotels.com twice and twice i have had my money back immediately. This has not been the case with another company I have used. So you have to take as you find and for me they them have been great hence the 5 stars. So thank you but just make others get their money back please.