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We Collect & Analyze Reviews

Hotels.com
Experiences & Reviews

Hotels.com is an online accommodation booking platform and mobile app that aggregates hotel and lodging listings worldwide. It operates as part of the Expedia Group and provides search, booking confirmations, and a loyalty scheme for frequent bookers. Consumers check Hotels.com for comparative pricing, availability, and reservation management.

Overview & Key Metrics

Reviews Analyzed 10
Positive Sentiment 10%
Latest Review 207d
Overall Rating
1.4

Our Analysis

🎯

Service quality

Reviewer reports a booking failure (double booking) and unsatisfactory on-site resolution; an offered alternative room was not acceptable to the guest.

Share of mentions
17%
Weak
💰

Value for money

One reviewer noted that prices were ‘‘quite reasonable,’’ indicating perceived value despite other operational failures affecting the stay.

Share of mentions
17%
Strong
⚡

User experience

Booking process described as relatively straightforward by the reviewer, though the subsequent booking failure undermined the overall travel experience.

Share of mentions
17%
Strong
🔧

Product quality

A double booking reported by a customer points to a reliability issue with the reservation execution or booking accuracy on the platform.

Share of mentions
17%
Weak
📞

Communication

Customer experienced significant difficulty reaching phone support to resolve the problem; telephone access was described as ‘‘horrendous.’’

Share of mentions
16%
Weak
⭐

Overall experience

Overall stay described as ‘‘horrible’’ by the reviewer due to booking errors, poor resolution and an offered alternative that did not meet needs.

Share of mentions
16%
Weak

View all 10 public customer reviews – filtered by relevance →

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We analyze public reviews from verified platforms like Google, Trustpilot, and Facebook.

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All Reviews

Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.

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Showing all 10 reviews

All Customer Reviews

Sources: Collected.reviews (10) · Quotes shortened · As of: October 2025

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Collected.reviews Mar 26, 2025

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Collected.reviews Feb 12, 2025

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Collected.reviews Jun 26, 2022

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Collected.reviews Jun 23, 2022

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Collected.reviews Jun 08, 2022

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Collected.reviews Apr 28, 2022

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Collected.reviews Apr 18, 2022

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Collected.reviews Mar 29, 2022

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Collected.reviews Feb 16, 2022

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Dash Paredes
Collected.reviews Nov 12, 2021

2 night stay

Hotels.com really stinks!!! While the prices are quite reasonable and their booking process is relatively straightforward, we had a horrible experience.

We had booked through this website for a 2 night stay, only to arrive at the hotel and find we had been double booked by Hotels.com. It was absolutely horrendous trying to get through to anyone on the phone to sort the mess out, then only offered a room miles away from where we needed to be which we could not take. I was very upset by this experience and will never book through hotels.com again. I do not recommend anyone else does either.



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Conclusion

Review content is limited: one detailed review reports a double booking, trouble reaching phone support, and being offered an unsuitable distant room. The same reviewer also noted that prices appeared reasonable and the booking flow was straightforward before arrival. For consumers researching Hotels.com, verify reservation confirmations directly with the hotel and keep booking documentation and screenshots. If you rely on guaranteed arrival times or precise locations, consider contacting the property after booking and before travel to confirm.