Hotels.com Recenzje 

I stopped using Hotels.com when they rolled out One Key Rewards in the UK as it was worth exactly 1/5th of the original scheme. Today I received an email acknowledging they got it wrong and were reverting to something like the old scheme... only it isn't. Apparently you get back a flat £10 for each night booked. As most of my hotel stays are in central London where you are lucky to find a half decent room for less than £200 the new "reward" is just 5%, or less as the price of the room increases. In the good old days it was 10%. As an ex-user that found something better, this doesn't tempt me to come back.

I've just seen the new rewards programme. Not for me thank you. It's dreadful and complicated. I have a reward that I will use to make one last booking, then I'm going to cancel all of my other bookings and will use another company.

They literally have the worst customer service I have ever witnessed. I am a Platinum VIP Member who is supposed to receive Platinum VIP Support but it couldn't be further from the truth.

I have been ignored on multiple occasions, they said they will contact me within 24hrs and they know I'm at the hotel reception waiting to check in and I hear nothing. I have had to re book twice in the last year at a cost of over £900 each time.

They have no contact number to take matters further and just ignore your Online Chats.

1 star is too much. I made 2 bookings in October last year. Which were completed in February this year.
They were both made through topcashback. Now both have been refused leaving me £103 short.
They are disgraceful. I have usedcthem many times over the years. But never again

What went wrong? Everything!!!! Paid for hotel 6 months ago. At the check in I've been told I have never paid!!! Had to pay £300 again despite having receipt from Hotels.com. After the trip, requested a refund providing all necessary paperwork. Bunch of dishonest people at the customer service. They all tell you different things, different information, wrong information. Every time you contact customer service you always talk to different people who have no clue what's going on. Ridiculous service! Not reliable. Not helpful. Not trustworthy. Disgusting way of treating customers who had to pay ridiculous money for a basic hotel and never got a refund despite being "reassured" that the hotel has refunded the money! (NOT!!!) NO MONEY BACK AT ALL. AVOID BOOKING ANYTHING VIA HOTELS.COM

Appalling customer service. I've tried to contact them to discuss the fact that they've effectively stolen one of my rewards nights with them. I had to do this via the virtual assistant. It is well over a week and customer services seem to be totally ignoring me. They don't seem bothered. I have raised a complaint and asked them to escalate it to a manager, but all I get is the occasional email assuring me that they are looking into it. Now they have even blocked my use of the virtual assistant. They will not pit me through to the department allegedly dealing with it. No phone number. Seemingly no formal complaints procedures. Awful company.

Due to inaccurate information described on their website, customer service told me to give compensation after the trip. However when I bring the invoice back, they told me No! Luckily there was recorder I could show them, but they changed the way of talking: compensation only can be coupon! And the value of the coupon is less than the amount on the invoice! You take it or nothing they can do! What a joke!!!
This is how you treat your customers!

Absolutely useless customer service. I’ve had reward nights converted into OneKey cash with the changes made to Hotels.com. Despite reaching out twice, I’ve had no solution in being able to use the rewards that I’m entitled to. There simply isn’t this option when selecting a hotel. Different responses received from different agents and struggled to get escalated to a manager.

What was once a good company with good benefits, they have now moved to one key. As a platinum member on their old scheme, for every 10 stays, you’d get a free night of the average. So for 10 nights at £100, you’d get a free night worth £100. Now, since the change, you get 2% back, which means instead of £100, you get £20. Time to move on to a better company with better benefits.

Having used the platform for nearly 20yrs I discovered today in my first interaction with customer service that they lie.
They pretend they have engaged with a hotel when they have not. I ascertained this by speaking to the hotel several times where they authorised a change to me but needed hotels.con to contact them and they never did. Hotels.com told me they had been in contact and it was denied ‘several times’. Total fabrication of truth.
Appalling service and cost me a significant amount of money. Will never use the booking.com group again.

SAVE YOUR MONEY BETTER REFUSE SKIPS tO STAY IN RATHER THAN YHE CITRUS HOTEL IN COVENTRY

Positive feedback

The staff was extremely friendly and helpful I could see that there was a few members of staff doing 2 or 3 Job's as I noticed the reception was rarely manned when I passed it .
The breakfast om day 2 was better than day one and on day one the mushrooms was swimming in grease and the baked beans was help to long under heat lamp

The room was a decent size and beds was firm but comfortable

Negative points
1 The pillow case on the bed had mold on it
2 Yhere was too much furniture in the room which had to be moved to close the curtains
3 the chair in the room has a rip in the arm
4 The lamp shade was damaged
5 The net curtains full of rips and holes
6 The wifi only works in the bathroom
7 we had a flood in the bathroom from overflowing bath I soaked up the water with the towels and reported it to reception who gave us fresh towels... bit no staff came in room to remove the towels .
8 the hotel state the rooms will not be cleaned or serviced during a stay for safety for the customer and the hotel staff .. this is not a suitable excuse .. the residents should be given choice if they wish ro have thier room cleaned since they are paying for a service. So wet towels left of floor fir days .. the towel rail not working
9 the hotel room has a damp problem and with towels left in room and not removed only adds to the problem
10 the reception has plenty of leaflets showing whats oan and local attaction its a shame the are for last year Sept 2023
11 the overall decor of hotel needs working on the exterior showing that the property needs some money spent on it
Hanging basket frames up with waterpipes for watering bit no actual baskets or plants on display
12 the window frames in our room are rotten and the same can be seen in other windows even at main entrance
13 the phone in the room is old and dirty they must be phone nest from previous hotel owners as a new citrus like sticker has been put on it

I have been loyal to Hotels.com for many years. I don't understand all the bad reviews of the website/app and problems with bookings. On two occasions when we had problems on a pre- booked route of several hotels in USA I contacted customer service which was EXCEPTIONAL both times. However I've just worked out that the 'one key' cash works out at only 1.66 % instead of the reward nights which came to around 10%, although it was less flexible. I won't use a 3rd party to book flights

their Ad interupted a video i was watching

I am not sure who places the adverts or information of properties on their platform but wrong information are put and when you book from there, get to their said property and nothing seem to be as advertised, for instance, free parking on site with self parking, you get to the property to check in and behold, no parking, also, free WiFi and you get into the property nothing works. These are examples of issues which never get resolved and hotels.com never do anything for a customer to get a refund or partial refund at the least. It is not fair. I have used other property booking platforms that their utmost concern is their customers but not hotels.com. This platform is a joke and a scam, stay away from them for your own sanity.
This platform do not care about customers needs, properties are allowed to provide false information about their properties without due diligence, checking that information provided is accurate from hotels.com just so that they get their own commission or percentage. Rather unfair on unwitting customers.

Awful, terrible company. DO NOT book with this website. Their website had an error, told me the reservation didn’t go through, so I booked another one. Ended up with 2 different hotels for the same night. Called them and explained the situation and they didn’t care. Would in no circumstance give me a refund. The hotel was fine with cancelling it as they didn’t even receive the money yet, however, hotels.com kept my money!! They under no circumstances care about your situation. Terrible terrible terrible. Can’t say it enough.

Reserved a two bed room, in Sweetwater Main for Friday, July 5th, checking out July 6th.
Incorrect dates were entered and when we got there, the reservation had been booked for later in the month. Since my trip to Maine was related to ongoing medical care for my son, the inefficiency on the part of Hotels.com added undue stress and anxiety.
Hence, I will never reserve with Hotels.com again. Disgraceful customer service and inefficiency. And, of course you’re a U.K company.

Dont book you stay at the Station hotel Carlisle. I booked four rooms for a forces reunion but we had to cancel due to bad health, we are all pensioners in our 70s. I went down to the hotel as im local and canceled the rooms i person, the lady behind the desk remembers me. The management have refused to give me a refund as i wasnt given proof of the cancelation. So unless you are certain you are going to stay Dont Stay Here.

Didn't ever get further than looking at the website but so very obviously not even up to the job. Looking for somewhere to stay in Lancs just north of the River Ribble. They are recommending hotels in Southport and claiming it is 8 or 9 miles away - that is the distance in a straight line (which they do acknowledge) but what they do not tell you is that it is actually over 25 miles by road which makes it not even a vaguely sensible recommendation, but Hotels.com clearly couldn't care less. The attitude says it's somebody else's problem; just give us the fee for the recommendation.

Despite repeated requests to stop and countless attempts at unsubscribing, they insist on bombarding me with emails

How's was your check in?

Would you like car hire?

etc.

As one of their Gold members I make loads of bookings with them but will not be making any more, especially taking into account the new downgraded reward program.

Scam. They changed their reward nights to be more “flexible”. When in reality you can’t use the rewards you’ve earned. They only show you expensive hotels and if you attempt to use your OneKey rewards it just sends you in a constant loop. Now my rewards will be lost since I can’t redeem them before they expire. Was so much easier and happier with my free nights than this stupidity