Hotels.com: Travel Booking App Reviews

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Bad process， no star. When searching for hotels in Santa Barbara, there were not many hotels that met the criteria because we had dogs and because we booked on the same day. We chose one of the hotels automatically recommended by the app and placed an order. However, when navigating, we found that it was not in santa barbara but near a Danish town, which did not match our plan. We contacted the hotel right away to get the room back. The hotel said that it was booked through a third party, and you need to find a third party, that is, hotels. We immediately contacted the customer service of the hotels. The customer service said that we needed to contact the hotel and asked us to wait online for 5 minutes. Then he said that for those who have not contacted the hotel, let us wait for the email for 72 hours. We called the hotel again and she said the manager needed to be contacted again. We drove directly to Santa barbara and booked a hotel from hotels. The next day, we contacted the hotels again and said that the money had been withdrawn from their system because we did not go to the hotel. This is so infuriating.

Worst add a customer service. I have never seen the worst customer service like this!!! I have booked a room on January 14 till January 15 by mistake I wanted to book my room on January 15 till January 16 the minute that I made my mistake I called and asked to change the date just for an extra 24 hour which will be January 15 to January 16!! I called about 3-4 times and they keep telling me to wait and wait and wait and then when I fed up I called the last time and then at the end they tell me that you will need to book another room in FULL price because we can’t change the dates for you even if it was just for the extra day..!!!!!!!! This is the most ridiculous I have ever seen like this before. I’m never coming back ever again or dealing with this app again!! I DO NOT recommend this app to nobody because they just take their money and go they don’t care about any situation or whatever cost.. I am highly disappointed I have been with this ad for years and just for an extra day they couldn’t change the date and wanted me to pay a whole Nother price for no reason.

Lexi. The absolute worst booking app you could possibly get they advertise that they will refund you if the hotel doesn’t let you stay totally false information the hotel will not let us stay because we are locals which is the Ramada inn don’t ever stay there lady is so rude this booking site wanted to charge me the full amount of my stay which is $204 to change your reservation even though it’s supposedly guaranteed refunded if it’s on the hotel not you then if you do get a refund it takes over 10 days to receive itLong story short three days later I am paying out of my pocket again here at hotels over $600 they have over 200 of mine and they still won’t make a change to my reservation been on the phone with them for over four days now trying to get not my money back just a reservation change worst hotel booking site you could possibly get every time you get someone on the line for customer service it’s a 2 1/2 hour wait and then they’ll hang up on you so you don’t have to deal with it

Horrible service!. I am a gold member and I’ve rented hundreds of hotels through this app but when I rent a hotel room off of their app that has lost their business license due to prostitution and I request a refund because I was not able to even stay the night there and had to book another room and their records can verify this they told me that they had to speak to the people at the hotel room before they could grant me a refund. Funny thing is they’re never going to get a hold of them because like I said above the hotel has been shut down and has lost their business license .For this I would give them zero stars if that was even an option, the responses I get in my emails make me wonder about the intelligence of the people who typed them. I’ve told them numerous times that the hotel is not going to answer the phone because they are out of business and they still tell me that they have to speak to somebody at the hotel room to refund my money I would’ve been better off setting my money on fire and watching a burn. Anybody that sees this review believe what I say and do not use this app. Jared Fronek Hall of Fame Moving

EXPEDIA’S OFFSPRING. This is a good app. Of the many app options to make reservations for hotel stays, this is the app that I keep on the forefront. I like the idea of narrowing the availability of hotels down to the area that I’m located in & once the hotels are done for the area the app will begin to venture to the outskirts of your location. Any questions or concerns pertaining to the booking are included on attached pages like room facts, requirements, small secrets, etc. The only thing that’s missing per hotel page is the actual hotel phone number but that’s easy to find through your web browser. Overall I recommend the app to many of my friends. Customer service is good, the agents are patient & give their REAL names, & will stay on the line until all concerns are dealt with; they make sure you don’t hang up unhappy, for the most part. The things that are out of their control like deposit reimbursement, a manager or hotel staff that refuses to honor the booking, a hotel that has overbooked but it doesn’t show on the app, etc. is just that, out of their control. But that’s just 10% vs. 90% of the issues and concerns that they can control or change.

One key. I used to book only through you.. your rewards were outstanding.. since the new system went in place (one key) .. I’m finding better deals elsewhere.. just booked Caesar's through Southwest Airlines and got a discount better than the couple of dollars that I was going to get from you.. you tout the ability to use your rewards across multiple platforms.. but the rewards aren’t what they used to be… I saved 100 Dollars going through southwest… on just one trip.. I truly miss you guys, you’re customer support is amazing, but am on a tight budget for a while and I can’t afford to lose money.. only takes me a few minutes to find a better deal… miss you, miss your amazing customer service.. miss getting free nights…bye for now

Horrible. I had reserved a room for 2 nights, just in case I needed the 2nd night. It is currently 10 days until check in. Tried to modify it on the website, I couldn’t because there was no room available. Umm, what? Called and I talked to someone. She stated that there were no rooms available to make the change. I wasn’t trying to add a room or a night. I was trying to get rid of one. She offered to call the hotel to see if they could modify the reservation. She came back on the line to tell me that they were unable to change it. Something wasn’t sitting right. She kept wanting me to either change hotels or cancel my entire reservation. I ended up calling the hotel directly and spoke to the same woman that the woman from hotels spoke to. She immediately told me that there were rooms available and that she could have changed the status. I ended up directly booking with the hotel, for less money than through hotels, and canceling my booking through hotels. I’m sorry, but I am not going to pay an extra $250 because hotels didn’t want to help. Awful customer service!!!! Will not be using again!

Customer service is horrible. They do a bait and switch they give you codes for extra stamps that you won’t get instead there system conveniently don’t show something that you know you did gold membership also a lie you never get the perks they say you will and when it’s something simple to fix they give you the run around so after many years of using the service and average 150 ish nights a year I will book one more night through them to get my free night which I should have already had then I will no longer use them or their parent company Expedia and I think the only way to stop these crooks these liars is by boycotting there services until they realize that the customer is what keeps them relevant DO NOT USE THEM THEY WILL CHEAT YOU IN THE END AND THEN ACT LIKE YOU DONT KNOW WHAT YOU DID. Oh the offer you a coupon for garbage because no place I stayed ever full filled the perks they claim you will get

Not a very user friendly app. Booked a room and then found another one further down in the app for a better price and closer to my destination, but can’t cancel the original booking in the app. So I booked a hotel room at 530 am and had to call at 1 pm that same day because it still had not updated in the app where I could cancel it, so I called in and had to be put on hold 3 times while they either waited for the system to find it or I had to verify my information multiple times and still be put on hold. Then to top it off, the guy wasn’t sure what to say or how to say it when he was explaining the refund when I hadn’t pairs for it and so I had to explain to him that I wasn’t getting a refund because I did not pay for it and chose to pay for the room when I checked in. Nevertheless, it was 23 minutes of my life I will never get back because the app won’t let you cancel. I thought this was 2020, but everyone acts like it is 1976.

Horrible I been trying to book a hotel and this app is a headache. I was able to schedule my California hotel without no issues or problems on this app back in 2019 and now when I want to plan a international trip to the UK for my birthday it won’t load hotels up besides California and other cities like Florida I searched back in 2019 and local hotels in my area and that is not what Im needing and I’m tired of apps not working properly at all when I’m trying to plan something to know how much money to have ready and on hand for the trip because this is my first international experience flight and trip and I’m trying to make sure I'm able to secure a hotel without going to hotels trying to get a room and this app needs help or something to fix this issue I’m having I done went on 3 different networks and it does the same thing not able to find hotels but online there so many options on the same website so I’m not sure what is going on with there international trip booking.

Be careful!!!. Please be careful if you stay here. Triple check your receipts. The general manager was allowed to change my rate at check in for a reservation I made 4 weeks prior to the holiday weekend. Hilton Honors customer service spoke with the manager and emailed him proof of what he did. They advised him to reverse it. The money was taken out of my account immediately. Now I’m having to fight to get reimbursed. The general manager put a note on my account saying I had to provide proof. He decided to leave work and not check his email for the proof from Hilton Honors. So me and my family were forced to sit in the lobby at 11 pm because of somebody with a very unprofessional and spiteful attitude. I chose this brand because I have always had the best stays at any Hilton hotel. I stayed at this hotel less than 3 weeks ago. And it was perfect!! That’s why I chose to stay again. Unfortunately, the sweet administrative staff member that I had at my last visit was not here. Still a great hotel. Cleanliness 5/5. Room size 5/5. Location 5/5. Feels like home away from home. But please triple check your bank accounts at check in, during your stay and check out!!

Unsatisfactory. I booked my stay with Wyndham Kingsgate in Williamsburg VA when I got there the gate keeper could not find my reservation sent me to the desk. I go in and try to find my reservation with them I showed them my confirmation and nothing is in their computer. I showed them hotels took my money also. It was after 4 as I was suppose to check in at and the office they needed to call was closed. They kept telling me Expedia and I said no hotels and they said oh they own them. I said ok where is my money then if you don’t have it and what do I do for a room, the lady Nico was amazing there and gave us a room regardless and told us to come back again tomorrow to check for our reservation and still next day comes and NOTHING! This point I am beyond embarrassed and feel like I have just lost my money I paid to you guys! They assured me they would accommodate us and not put us out. I have never been so unsatisfied and disappointed as I have with a booking company as I have now. I am skeptical to even use you all again! But thank you Wyndham for not ruining our vaca and making our stay nice. But what a mess to have to deal with for two of our days there.

Worthless. I find it frustrating, stressful, neither term should be used while traveling abroad. I took a trip last weekend, the hotel staff actually did some weird half@$$ room service where they made the bed, cleaned out the fridge (which had my lunch, kids juice, candy, etc) about 15-20$ worth- no reason, just gone. All the little soaps were gone-and not replaced, and the dirty laundry was placed on the desk table? Well, because I used a third party Expedia, the hotel couldn’t directly discount or credit my stay, I had to spend 30 minutes on hold just to get a Expedia representative on the phone…still frustrated!! I am not sure why, but they couldn’t understand why I was upset. They needed to call the hotel to speak with the manager to facilitate any type of refund/discount-anything would have been nice. Needless to say, a week later and no discount, no resolution, not even a response. Just had to eat that horrible sandwich. I believe you are better off just dealing with the hotel of choice app.

Great app, but changing booking could be made easier.. Great app. Easy to use. My only complaint is that if you want to change your booking to a different hotel, you can’t do it online - even if you have a fully refundable booking. My experience was I was required to call customer service. When I called, for the new hotel I wanted to book they were showing a substantially higher rate than what I was seeing on the app. So I opted to do it myself online by just canceling the original booking and re-booking it at the better rate. It would be easier if I could just have an option to change my booking without all the machinations of cancellation and rebooking. If I must call customer service, then surely they should offer me the same prices that I see online, not higher prices. Anyway, apart from that, great app!

Run. Trying to talk to customer service has been the worst experience I’ve ever had with a company. I called in four separate times because twice the agent hung up on me when they didn’t understand my question instead of just telling me they didn’t know, after taking several minutes for me to have to spell out my email. The third time the girl had someone in the background telling her how to reply to me (I’m assuming she was in training) but then she said she needed my user ID, and when I asked where I could find that on either the app or website they couldn’t tell me. I said “okay, well that’s no problem but can you just tell me if it’s possible to get instant gold status like you advertise online?” I was told they could not answer that question for security reasons...lol!!! The fourth time I called and asked how to get instant gold status the guy responded with variations of “Do you need to book a hotel?” ????? Will never book another hotel through this company because I can only imagine the nightmare of calling in if something went wrong. Do yourself a huge favor and book through the major chains’ apps, as they will always be cheaper. The only way apps like this or Expedia is cheaper is on local, non-chain places.

Used to be wonderful. We have used this app extensively through our international and domestic travels of approximately 6 months out of a year. Recently there was a change in the site that doesn’t show all the hotels in geh search area, it now show them in clusters that you need to click on. Also if I put in a specific town, get the results, switch to maps, the location shown is not the town I am searching for, sometimes not even close. When you don’t know an area this completely confuses the search. Or if I put in a landmark, the landmark is not pinned so I don’t know where the hotel locations are in relation to the landmark. ***please change the site back to when it was easy to search and know the result location in relation to where I am looking!***

Intermittent issues logging in. I always set my app to stay logged in but once in a while it would kick me out and ask me to log back in ( enter user ID and pwd). The problem is when I enter my login info it keeps saying incorrect login but I can use the same login info on the website just fine. I even requested for new pwd reset and the issue still happens >.< so frustrating. The only way I am ever able to resolve it is to uninstall then reinstall the app again. So much time wasted!! I want to use the app vs the web bc its "supposed" to be easier to access. I love it when it works but it's becoming annoying after this has happened 2-3 times already. Do not bother calling their support bc they have no idea how the app works, they ask for my hotel confirmation # (?!? not sure why that's even relevant) after explaining to them 3 different ways that I need to talk to IT or someone who can help with their App. they could not offer any help. Ended up asking what other options I have besides uninstalling the app...the response was, yea OK just do that. Ugh wasted more time should just troubleshoot it yourself and save some time >.<

Never again booking with this negligent third party!!. I have been trying to reach your company in several times regarding to my hotel reservation. I'm in quarantine for the next 14 days and won't be available to have my vacations in the city. I have any problem to cancel my flights and tour in the city because we know is an emergency. Also the NYC shutdown restaurants and bar making our time there uncomfortable. Last time I reached hotel. com representative they just limited to said that can't assist me because I don't have a cancellation policy and hugh on the phone call. I called direct to the Hotel and Mariott indicate me that will allow reservations to be canceled without penalty. I believe is very disrespectful as a customer and loyal client of the company. I have book several night in the last two months and was planing to book more in the future. We are not asking for nothing that common sense can understand. For courtesy hotels. com should cancel and refund our reservation If have respect for their customer. I won't ever recommend this webpage again.!!!

Glitchy app and terrible customer service. I’ve been using the app for a while and have been unable to change my password, despite repeated attempts. The app says it sends me an email to reset the password, but I never receive it. It doesn’t go to my spam folder. The app continuously keeps me logged in, but for some reason during my last booking, it logged me out and created a new guest account. I had already collected seven stamps and expected the booking to count towards my original seven stamps. But since it created a guest account, the digital customer service agent said she couldn’t help me and could not credit the stamps to my original account. I called customer service and received an email a few days later. They basically blamed it on me for not being logged on (I have no control over the app glitching) and refused to credit the stamps. Furthermore, they instructed me on how to create a permanent account, which I quite clearly no how to do, considering I’ve used my permanent account for seven bookings. Beyond frustrating. I chose to use this app specifically for the rewards. I’m going to use it a few more times, hope it works properly, collect my reward and go elsewhere. Do not recommend.

You guys didn’t put my review of hotel metropole I stay in. You guys didn’t put my review of the hotel metropole that didn’t refund my money back for the service they didn’t provide . That’s not fair The hotel has no electricity for 3 days straight. From December 23 to December 25 of Christmas Day. The room was freezing coz There’s no power to turn the heater on, It was pitch out dark All night inside the hotel. We have to use our smartphone flashlight . We can’t take a shower coz there no water heater. There’s no WiFi or to charge our smartphone coz it’s running out of battery. Our 3 years old can’t Bath and Watch kids streaming in their flat screen. While the rest of the hotel has already have electricity. We are sitting duck the moment We check in of December 23, 2023 Saturday. That has no electricity . We have to check out early 8am December 24, so we can go to the next door hotel has Electricity so we can shower and charge our smartphone coz the battery is dead And after 2 weeks of waiting for my full refund. hotel metro pole Has the audacity to charge us $301 for one day we stay With zero electricity. I even have all the photo of metropole hotel with no lights at night and next door building has power and video evidence the date Edison company installing a transformer of December 25 late 10am in the morning of Christmas . What a joke is this !! I have a right to inform people the horrible nightmare. we experience at this expensive $300 a night hotel .

Good app with potential. Updated on Oct. 9th, 2020: still to this day it is not possible to add a reservation to a calendar. Either from the app or the web portal. Is it that difficult to add a button that exports and ics file to add the reservation, check out/in Times to a calendar? I have used so far almost only the web portal, it is simply more practical due to the screen size (and I have an 8 plus..) Once a reservation is finished and confirmed it would be nice to have 1) the possibility to add the reservation to calendar, 2) the reservation page should be closed and return to the home page - which is quite important since the confirmation email doesn’t arrive immediately and if you leave the app and come back to it, it still shows the reservation page, with a not yet finished reservation. Moreover it would be nice if the search by looking at the map could be updated when the map is moved, so that one can check other neighborhoods in more detail or close-by suburban towns close to a big city. Essentially a “search here/nearby current location displayed” like Google maps offers. If these features were implemented, I would give it a 5 stars. And BTW: why not add Touch ID/Face ID login for added security (2 factor authentication is missing btw) and the possibility to pay with Apple Pay from within the app.... ;)

Don’t waste your time.. I booked my hotel 2 days in advance, and when I arrived to my hotel ( after driving for 10 hours straight and only slept for 2 hours ) they did not have my reservation. I showed the confirmation number, my ID, and the front desk person sent me to the same hotel down the street to see if my reservation was over at that location. Went to the second location he told me he didn’t have it and on my reservation it said that it was addressed to the first location I went to. So I drove back to the first location and the front desk lady was arguing with another customer saying she couldn’t find his reservation even though he had booked it a week in advance. Then proceeded to tell him that they had no rooms available and that there was nothing she could do. And mind you I came to this hotel wearing a mask ( due to coronavirus ) and there were signs plastered all Over the place saying “ no mask, no service” but the front desk lady wasn’t wearing a mask or gloves. No hand sanitizer anywhere in sight.

Disappointing app. I used this app to book an appointment with Hilton in Orlando and it went through. However I could not find this reservation in my app regardless of signing in and out multiple times. I could see all my previous reservation and cancelled reservations but just not this one. I could not cancel this reservation on the app at all. When I tried to browse through the email list to find the reservation information, I found my email was completely filled with this app’s advertisement and the useful information was overwhelmed. It was until the last day did I finally receive the confirmation saying that I have an appointment on the next day. I called their costumer service for 3 hours and they determined that not being able to see the reservation on my app is not their problem and processed my cancellation with a full charge of the booking. They agreed to give me an explanation but later on just told me that they cannot help me further with vague words and prevarications. There was not even a promise to improve the mobile app to avoid this kind of issue. Their attitudes are truly unhelpful and disappointing. I will never use this app again.

Customer service is the worst, car below industry standard. Standards of the trade itself are not upheld and this leads to major stress attacks on body and beingness. Lack of respect and integrity for ones time. Uncaring. Will pass you off to another agent over and over until you give up your asking for a refund for a stay that was not completed due to hotel being unable to provide room that was a non smoking room. A stay where you did not stay. And, they’ll refuse to offer any kind of compensation for taking hours upon hours of your time. Or, they’ll off $10 when you were into communication repeating the issue over and over as they continue to pass you off and make you start again. This is an insult. It’s intentional and it’s force upon a being that doesn’t need the stress and damage to body and self. And, they don’t care. I do. Others do too. I’m not the only one frustrated and angry at their lack of proper customer support. 8 days and fight of 10 hours in having to get a refund for a stay where I was unable to stay. Something that could have been taken care of in a matter of minutes and the customer followed up with in a way that alleviates all the burden and responsibility that is not of the customer but for the “customer service” agent with the PAID job. Sad.

Marina Banderas Suites, Nuevo Vallarta Mexico. This by far will be one of the easiest reviews to write. My husband and I stayed a couple of nights at this resort and will be recommending it to all my family and friends. It absolutely is a gem. The rooms were nice and clean, the personal touches(fully stocked mini bar), was outstanding. At first we were a little Leary with it not being a large place but the staff, especially Alida and her daughter Alida, made us feel welcomed, and safe. They were extremely helpful and ALWAYS made sure we were taken care of. The on sight restaurant was excellent!!! The food was delicious, and they too met every need and/or request. We really, really felt welcomed and very well taken care of. I actually hated to leave. Staying there was the absolute highlight of our trip to Puerto Vallarta and an all around great decision I will definitely miss you all and hope to be back soon. Pam&Joseph W., Chicago, IL.

Customer care. I was just about to give up on this app completely! I stayed 10 nights, and was not able to get my stamps for any nights. However, I decided to call and no one was able to help me after constantly being hung up on. Then I decided to try the help chat and after an hour and a half of non stop transferring from one department to another. As well as constant disconnections I was just furious. Then finally, I was transferred to another agent Christine Joy C. it showed up as on our chat, and she literally fixed everything in under 10 min. I don’t see why any of the other multiple agents I spoke to prior was not able to do what she just did for me. No one was able to answer a simple question. Honestly a simple yes or no would have been suffice after an hour, but instead gave me the run around. I hate writing reviews, and truthfully I would have given this app and customer care a zero star rating if it was possible, but because I was actually grateful for her assistance I give you guys 5 stars and I will continue to book through this app for future endeavors.

Fantastic stay. Our stay at the Meridiani Taksim Hotel was excellent. The hotel is a boutique hotel that is new, clean, and very comfortable. Its location is also convenient, especially for people who want to visit Nisantasi and Taksim. Although walking to Taksim may seem close, the road is hilly and can be quite tiring. The only downside of the hotel is that it does not serve breakfast. During the booking process, it was mentioned that breakfast could be added, but it is not provided by the hotel itself. Instead, guests have to go to the hotel next door, and unfortunately, the breakfast there is not enjoyable. Nevertheless, the hotel is definitely worth its price, and the staff members are very friendly, especially Eyman! He provided exceptional service and made sure that each of us was comfortable. He went above and beyond to ensure our happiness. I highly recommend this hotel.

Felt like home. Hello, I liked to share my experience with my stay at The Gravity Haus. As soon as I walked in a was welcomed by a young woman, who was very friendly and polite. She checked me in and shared the amenities with me, great way to end my night after a 4 hour drive. I noticed this hotel in particular was very different, a modern feeling, plants brought a sense of life into the lobby. Getting into the room, my significant other and I started talking about how the room made us feel, no lie we are no hotel critics but we talked about the layout, the small things that made this room feel like a home, the yellow Parks book, for crying out loud we had an hour long photo shoot lol, the blanket on the couch, the bench in the room & how spacious & clean the room was. Through out our stay we encountered different people working the front desk, in particular the grave yard shift man, who shared with us places to see, places to dine, the best times to see Delicate Arch, etc. very friendly and pleasant. The Gravity Haus will definitely be our coming back home for the weekends in our future visits to Moab. Thanks for an awesome experience.

Going back to Expedia.. Been using for 6 years. Gold level most months so I know how to use it and how to book and apply my rewards nights. Somehow magically after applying my free night and an extra night at regular price and submitting payment I was logged out of the system so it charged me full price and no free night which expires soon ( the only reason I'm using it.) I called and talked to 3 over seas reps, super hard to comunicate with, I was able to get a supervisor, just another waste of time, again I made a reservation "out of the system" and that's all I could get out of them, yet the app knew my credit cards, my info, my reward nights and of course I got the email with the conf # all of this while, according to them doing it without logging in, I tried to explain all this to all the reps to no avail, they could not do anything for me except to use my free night some other day so I'm stuck paying almost unplanned $500 and no one can do crap forme. Calling my bank see if that can just cancel the charge booking my free night only and dropping this clowns. I've easily booked close to 200 nights if not more and not once I've needed help, and the one time I get terrible customer service and useless options. Not worth the hassle. Booking straight with the hotel from now on.

Can’t seem to view properties sent to me. My wife tried sending me a link to a hotel she’d found. It made me install the app to view it. There was a note about it copying the destination so I could see it after I installed the app, but nothing like that has worked. Even trying the link she sent again after I installed the app, it just opens the app up to the main screen. That’s useless. Why can’t you just have links shared out of the app take people to your webpage? This service started as a webpage! At the top of the webpage you can have a banner that opens the content in the app, like just about every other service I use on this phone. In the end my wife sent me a link to the property on a completely different service, which seems like the opposite of what you want. Even trying to search for the property on here with the big search box on the main page it seems to not let me without putting in dates and things. This has been a terrible user experience, and then the app popped up a box asking me to rate it after 2 or 3 actions on my part and just a minute or two of use. Congratulations on earning the quickest 1-star review I’ve ever given.

Overall, good, but don’t trust the “upcoming trips” to be correct. I’m conflicted, because I use this app A LOT. And when it works, it’s great; but twice now a reservation I made never showed up in “upcoming trips”…if you’re extremely organized and keep track of all your confirmation and cancellation emails this might not be an issue, but when you make as many reservations and changes as I do, it’s a recipe for disaster. I just lost $900 because I’d initially booked two hotels in a city and only one showed up in the app. And I checked it every few days for almost a year after booking. The other hotel just emailed me to see when I’d be checking in since I was “a day late” and I had to pay two nights. The trip magically showed up after I spoke to customer service…twice. Now I have 4 active bookings on the app but only staying at one hotel 🤦🏽‍♀️ I really do appreciate the ease of booking, but the app should accurately reflect everything that someone has going on.

After in update it’s become really painful. We tried to make some adjustments on our hotel reservation. Apparently we can’t do it anymore by ourselves and need to have the help of a “virtual agent”. A simple change of dates turned out to be a little more than what we bargained for. The agent suggested that we cancel and and then rebook the same hotel, which is also impossible without and agent. After 15 minutes of conversation we managed to cancel our booking, only to find out that to make new reservation was not a simple task either. We were charged (twice) but the payment page kept giving us an error message. Despite that, we were charged - twice! We never received an itinerary either. After that we were on Chat with an agent for at least 40 min then we were asked to send an attachment showing payment, which is not possible to do, at least on IOS for iPad. He sent an email to attach photos, and while we were figuring out how, one of the two charges was canceled by the vendor. After another long pause the agent on Chat said there wasn’t anything we could do than to try again in an hour. There is no way to involve a supervisor, and there apparently isn’t a customer service number anymore either . After that I felt like I need a good drink to stay strong and wait for another 7 to 10 business days to see if they cancel the second charge … W…?

AWESOME HOTEL. My girlfriend & I stayed here to attend a concert in Savannah. The hotel is in the middle of a remodel & the owner is doing an amazing job updating the room. I do believe we may have been the first guests to stay in room 119. I loved the white clean look of the room & the art on the wall was beautiful. The owner did it himself! The staff was very friendly and helpful. We left to spend the day at Tybee Island (50 mins away) and I realized I didn't have my wallet. I panicked thinking I may have left it on top of the car. I called the hotel & management offered to go look in my room to see if I left it in there. He stated in the phone with me & I told him where I thought I may have left it. He found it!! Because of his willingness to go look for me we were able to enjoy our day. We'll definitely be back if ever in Savannah!!! NEVER SAW NOT ONE BUG!!!! They also have security that patrols the area as well.

VERY TERRIBLE, NO GOOD, HORRIBLE CUSTOMER SERVICE. The experiment was good at first, then I have to call in and change my staying days to later due to travel issues. I call CS, waited for an hour or so to change my booking days. They said everything is gone thru and I was all set. Until the days before my staying, I call the hotel and they said there no booking or reservations under my name’s. I contact CS again, they said they’ll contact the hotel and solve my situation and call the hotel back to confirm later. I call the hotel again, there NOTHING under my names. I’ll started getting frustrated because I’ll already paid and the price was not cheap. I’ll contact them 2 more times and every time they said it will sorted out. NOTHING WAS SOLVED. I get extremely frustrated then I meet Yashna. This 5* is for her. SHE IS THE ONLY HELFUL AGENTS FOR THIS WHOLE APP. Instead of saying things like it’s will sorted out, just waited for a bit, bla bla bla…. She FOUND the problem and FIX IT. Anw, I spend too much time and too much stress using this app. Bye. This 5 stars is for Yashna.

Frustrating!!!. I tried to book a room. I get to the payment and see there is now an option for Apple Pay... except it didn’t work, because my “shipping” address doesn’t match. So, I thought I needed to update my account. Can’t get directly to my account - had to back all the way out of the booking to get to my account. Turns out, there is no way to enter your physical address to the account! So they have Apple Pay option, which is impossible to use!!! So, I go through everything all over again to book the room and pay with card - that still works. But, you are on the page of booking confirmation and to get back to home, or anything else, you have to tap back... back, back, BACK AGAIN! Why?!? So then I go to send feedback... get half way through and there’s a pop-up to let me know the booking has been confirmed. Why?!? So, I click “ok” and it sends me back to home! Everything I typed into feedback is gone! WHO DESIGNED THIS APP?!?!?!?

Horrible does not begin to describe our experience... After a long day of driving from Florida we tried to settle at the Wyndham, there was no warning online that the hotel was under construction, including our room which was prepared to get bathroom tiles, with enough dust to trigger an asthma attack, so we turned on the moldy, incredibly loud, air conditioning unit, then things got worse. Thinking a cold beverage would help we went in search of an ice machine, 3 were either not working or removed for construction, went to the bar which was open when we checked in, but had closed, although the employees were meeting in the lounge, they would not help us. Finally found a working machine (and others searching for ice) on an upper floor. Went back to the room and pulled down the sheets only to find they were stained with the bodily fluids of past guests. Housekeeping was gone for the evening, with no help available. We decided to leave, they offered to move us to another room, also under construction, but we finally just checked out at midnight and moved to the lovely Hilton Garden Inn down the road. Unfortunately, due to the third party booking thru your site the Wyndham could not refund our money for the hour and 20 minutes we spent in their hotel.

Poor functionality. With the latest update, this app has become almost unusable. “(Message”. Too many requests)” pops up when simply trying to open the app. The main loading screen freezes and stays, forcing me to close the app and restart regularly. “Sorry we could not connect to Hotels servers” And other error messages pop up when trying to complete simple tasks. All of these are happening in areas of good cell service. When issues arise I always check the functionality of other applications to make sure the issue isn’t rooted in a blanketing lack of reception. When I am able to login with my user name, the map function is buggy. Zooming in is almost impossible. Every time my finger leaves the screen it zooms back out. When I can finally select a hotel, and go to confirm payment I’m logged out of my user name and cannot log in via the app. I’m taken to the desktop version and forced to sign in and book there. Which is obviously a pain with the entire function for this application being created in the first place is to make it easier for mobile use on the go. Ive booked somewhere around 500 hotels in the last 10years of my life through this app and for the first time I’m considering, switching to a competing booking application. Not sure what is the hold up or why it has gone downhill in the last year, but it needs work fast.

No loyalty!! Not HUMAN. I’ve been with this company over 12 years. I used their platform exclusively to book my travel even overseas. I earned loyalty rewards as a gift that were taken back! How do you take back an earned gift? Literally 10 days past a ridiculous deadline during Christmas season. Terrible. I was prompted to download the app while searching a new reservation and discovered they’d converted my reward to a new “ONE KEY CASH” system. I searched for a reservation, couldn’t locate the hotel I wanted, came back 2 weeks later, reward VANISHED. No banner warning that the CASH would expire in I .e., *3 days *10 days. Almost as if they were hoping I’d not use my earned cash for being loyal. They DID however have notices of my expiring loyalty tier — I .e., silver, Gold etc —- on each booking page asking to book before Dec 30th, 2023. It’s Dec 24th. I chatted, emailed, searched with this company just to get blanket rigid computer responses stating nothing they can do to help a loyal customer. Warning: DO NOT have a medical emergency that stops you from traveling during recovery. This company doesn’t care. My mom had a stroke July 1st 2022. We had no capacity or thought for travel while caregiving. They’ve refused assistance from management or to extend even a few days. So much for loyalty on their part. Business is sustained with people & relationship. They just lost a customer.

Update the App. You want people to right reviews as you request them quite frequently. It would be nice if the App does not reset in the middle of writing a review. I I leave the app to check a picture or to get/confirm a detail on my review everything O types and even the selections I made are all gone. This is very irritating and makes people not want to start over. You are actually causing people to not want to leave a review because all the details they have typed are lost. What happens when your 99% done giving a ton of detail and some one called you. All your hard work is now gone. Fixing this EXTREMELY IRRITATING problem should be addressed immediately. I even tried to make a review during down town when waiting to board, sitting on a train, etc and it would be nice for my info to remain so that I can review and continue later. Again everything disappears you really have to fix this problem. Trust me your rate of receiving reviews will go up substantially!!!

Recent stay was horrible. My recent stay was so scary and horrible I booked a room for two days …I checked in and went to work …I came back at much to relax for an hour or two unpin arrival the bathroom door was on the floor and there were tools left on the bathroom counter. I left and called the front came back at 10 pm same thing… I was to tired to call and complain at the moment I got up and left the next morning hoeing when I came back it would be taken care of . Again for the second time I cane back and my room door was left unlocked and opened with my personal belongings. When I called the front desk the person who answered told me that someone called for towels and the house keeper went into my room accidentally??? I had my personal belongings in the room and the door was wide open . All I got was a sorry … not a ok miss we’re sorry and let’s do something to make it better. Nothing !!!! I am a single woman and this experience was so scary that I slept in my car that night in the pouring rain.

They’ve made some improvements. Alright, been coming here for a few years now, it has overall gotten better over the years. There are still some other improvements they need to work on. Hand held shower heads in the shower. This one is small but I’ve been to Europe a few times and this is now the standard to have. Better WiFi repeaters in the building. The second you close your phone it loses signal. My girls phone would lose signal while she was using it. And lastly they have to keep an eye on their luggage carriers better. Three different people just kept the luggage carriers and never brought them back for others to use. So had to take multiple trips with our belongings. We will continue to go here as logistically it’s super close to our families house. But they still have some things to fix.

Horrible customer service BEWARE. I kept getting random emails saying that I had a reservation coming up in the very near future, could not figure out what it was referring to. Went to my mobile app under my bookings just to check, and this reservation is no where to be found. The email had a confirmation number and everytime I clicked on it, it took me straight to my bookings within the app. Still no reservation of the sort. So tried to use the chat option, and that was a disaster. Called customer service and it took 45 minutes before someone came on the line. I told the representative why I was calling, and she was apparently seeing the reservation on her end. She said do you want to cancel it, and I said yes, but I did not make it. She said I was still in the grace period and wouldn’t be charged. I told her I better not be charged and asked her multiple times how the reservation was placed and each time she ignored my question. I am very suspicious that someone may be making these reservations that people are unaware of, then their card gets charged. BEWARE!!! Very angry former customer

No consistency. Everytime I stay here I have a different experience. And at this point I may as well stay somewhere else that will consistency. If you are renting rooms have someone walk them and make sure all the appliances and fixtures are working. And if they are not, notify the resident and make a proper accommodation. I’m tired of booking rooms here that advertise one thing and when I get here the appliances don’t work. No one says anything. You guys have me checking into rooms and paying fees a deposits and the basic appliances don’t work. Why do I have to notify you of those things? Because no one walked the unit before I checked in. The washer and dryer was broke, the dishwasher was broke, the freezer was broke, the tv was broke. The hot tub randomly came on by itself throughout the day. Only thing that worked was the fireplace and the bathroom. The microwave was dirty. The hot tub was dirty. The reservation was for two days, I didn’t notice most until my first night was over. Why complain for one night? I just feel like the Palms is going down hill as far as service is concerned. I had $300 is deposits and resort fees for two days….for what? Nothing in the unit worked? Then I have to wait 7 days to get my refund. I just think you can offer better service. This trip was very disappointing and this will probably be my last stay at this place. So disappointed.

Nightmare waking up to the entire room flooded. Our trip turned out to be a nightmare in room 105, my husband woke up to use the restroom and the entire bathroom and half of the room were flooded. The pipe busted and water was gushing out, our personal belongings were all saturated, shoes and suitcases. After trying to call they sent a man over and we were moved upstairs. This was at 4 am and we’re having to pack everything wet and go upstairs with no offer to help either. Then at 9:10 in the morning the maid was opening the door!!! That incident unacceptable!!! We tried our best to enjoy our 2 night stay and asked if we could do a late check out 2:pm for non fee and the inconvenience we experienced and that was approved. We asked to speak with the Manager numerous times and that was unfortunately unsuccessful. We expected the manager to at least stop by to apologize for the inconvenience and or at least check in on our stay post room transfer but that never happened. My husband and I were unhappy with the stay without a doubt.

Not an honest app anymore. I’ve been using this app for years and it keeps changing. I After staying 10 days in a hotel, you earn one stamp with a value that is prorated to the overall average percentage that you have spent each night on a hotel. They told me that I had a stamp worthy of $140 for one night. When I went to go use that stamp it still only took $97 off my book not $140. Had a stamp for $83 dollars and it only took $48 off my booking. Also, I was unable to use both stamps in one trip, which doesn’t make sense. What is the point of racking up points if you can’t use them in the same booking. This app has changed up drastically and now that it’s in a different format I have no way of getting the points that I had back before. Customer service is terrible. No one that answers is a native English speaker. I can’t even find the phone number now to call them because it’s not readily available. It’s an inconvenient app and it’s actually bogus. Some hotels won’t even allow you to use the points because they prefer you to pay them directly and don’t wanna be paid by points. Which means that you stay at some hotels. It could be the most perfect hotel all the amenities you like in the perfect location. But you won’t be able to use it because that hotel is too perfect and everybody wants that one so you can’t use points on it likely for that reason. I wouldn’t recommend anybody get caught up in this apps point system. There are better apps, this one is going downhill.

Simple, but satisfying.. The hotel is not much to look at from the outside, and the lobby and reception area is pretty dated, but I found the rooms to be very pleasant and cleverly laid out even though the room I chose was quite small. The hotel could certainly use some updating, but it was clean and very comfortable and I found staff to be pleasantly helpful. The bigger surprise was the free breakfast, which was really quite good considering there was no additional charge for it. If I could just spend a little time with the chef and teach them, how to properly cook bacon, breakfast would be a home run. I should mention the fact that I would’ve considered the hotel to be an excellent value if it had been twice the price. I paid a little over €60 for a Hilton property. I would call that one heckuva value.

It’s not reliable. I booked a room for me and my girlfriend. When I arrived they said I only booked for one person even though I paid extra for breakfast for 2 people. The hotel insisted I must pay extra for an extra person. They didn’t care that my receipt clearly showed I paid for 2 breakfasts, the booking only said one person. I know there is no way I would have knowingly booked a room for 1. Obviously selecting the breakfast extras didn’t trigger any conflicts. The whole thing was a mess and because The Holiday Inn was so rude and obtuse and stuck on me paying extra, I had to leave. The booking was non refundable. I even tried to get them to cancel the booking so I could rebook it with 2 people so I could show the hotel that the problem was with the app, they didn’t care. All around a horrible experience. Edit: I already tried talking to customer service. They did nothing and basically told me it’s my fault because I booked for 1 person and not 2. Which didn’t happen. I definitely booked for 2 and paid for breakfast for 2. Edit 2: You already suggested this. Broken AI making responses? Do you always answer with the same thing? Get some humans in charge and then we will talk.

Not Helpful. I booked with this site all of the time. Yesterday, we arrived at our “hotel” at 6pm and they had no clean rooms. They actually gave us keys to a room that was being used! They told us to come back in two hours! I called the 800 number for help and was treated horribly by Bella a manager. She was rude and would not help. I understand we had a non-refundable rate and we would have stayed at our accommodation if they would have had a room for us. But they did not even though they kept claiming they did! Pretty unacceptable, there’s like 100 other sites like this I could use, but I’ve always used this one because I have never had a problem. On hold for over twenty minutes just to get transferred to someone who was completely rude and unhelpful. I still would like my full refund. A definition of a reservation is you have a room waiting for you since we already paid. People were coming in after us getting cleaned rooms and no one would help us out! Absolutely unacceptable!

Buggy app / does not work for updates iPhone users. The website is good. I’ve used it before and found good deals. There is a bug in the search bar however. User are unable to “sort” the listings using the app. Listings appear in list format according to apps recommendation? So basically, if you want to search for a room based on price, rating or distance you are out of luck. The app has the built in sort feature, but users are unable to apply preferred sort options. I would just stick to the website platform. App has been botched recently. Do not download. This app accepts money from hotels to have them appear at the very top of your search results. Despite your financial or logistical preferences. TLDR. this app displays at the very top of search listings the hotels it receives money from. searching specifically by distance or cost is not an option on the app.

Liars. Cheats. Do not book with these people. Go direct to the hotel.. If you ever try to cancel a reservation or change it to one less day, good luck! The ladies in the Philippines will try to wear you down with phones they claim don’t work and they will insist that they must waste the poor front desk person’s time to “approve” a refund. Then after they spend hours of your time saying they can’t refund your money, they will finally get a hold of the front desk (most likely only if you are there to personally watch the front desk person receive the call). Then they will have their “approval” but they will tell you that you need to call back the next morning to get your refund. You will spend hours and your blood will boil because you can’t believe they think they can get away with such poor service. This is false economy at its best. Don’t get sucked into their scam if you value your time more than about $1/hour. Someone should file a class action lawsuit against these practices, but where? Who knows where these people operate from. They refuse to say where they are headquartered. Sleazy internet company b.s. Apple should require a physical address or not publish their app, IMHO.

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Fantastic upgraded App Booking Sight (site). Thanks for helping make my day the best March 3rd ever. Here we come our family of four together for 21st lovely year and never seen Harbour bridge in Sydney so super hungry to sing ontop with the climb first then performance Wednesday Matinee at 2pm at Opera House. Here mummy comes at 40 with Daddy watching and us there love children Mia kindly at sweet 16 and my beautiful little brother who’s 13 watching her first Operatic show. Who will be there?

Great & easy to use. I have been using this app for over 5 yrs. I find it quick & easy to use not only for accommodation in Australia but overseas has well. The people in the help centre for the app are polite & understanding when it comes to a cancellation or change of last minute plans.

Excellent Service, Location and rooms. This has been one of the best experiences Ive had with booking into a hotel. The service was incredibly great, the room exceed my expectations and location is perfect. I highly recommend this place and I've booked slot of hotels through this approver the years. Definitely one of the best experiences Ive had.

Above & Beyond. We had a reservation but our situation changed and we couldn’t make it to our hotel. We’d already missed the cancellation/refund deadline but a very helpful consultant assisted us to get our reservation cancelled without charge. Sometimes it doesn’t hurt to ask!

Changes??. Ive loved this app for years but I’m seeing some changes. My main issue today is that I keep entering 4-5th Feb, but the lists keep coming up showing 14-15th Feb. Every single time I click on a site it’s reverted back to the dates I don’t want. I change the date and it changes back to the 14-15th when I click the next property. Seriously annoying and serious easy to book the wrong dates. Also the map seems to have changed and you have to keep clicking on “search this area.” I may be wrong or may be confusing this with another site, but I’m sure the availability used to automatically appear as you moved the map. Otherwise…. Best rewards system on the market. Would like to see another level or 2 with additional benefits over Gold.

Most INCOMPETENT, UNPROFESSIONAL, USELESS APP AND COMPANY. I have been using the app for about 5 years and started having a few problems 2 weeks ago. Firstly I had a NIGHTMARE hotel experience and wanted a refund. After no response for a week I try making contacting through the app and I’m logged out of my account. Can’t access my account for nearly 2 weeks. No one can fix this problem. No one will refund my money. No one will help me. Just incompetent people and virtual agents who take your money and bookings but offer no help, no support, NOTHING. Do not support this pathetic scamming company

Very useful app. This app is well done, mostly. It’s relatively minor flaws probably stand out more because it is so close to being perfect. It is very convenient for finding and comparing places to stay, and some of the pricing is good - often better than going direct to the hotel. My main complaint is that when searching for hotel rooms you have to be careful you don’t get shown beautiful rooms but later discover that you have been put in a dorm. This happens even when you specifically filter out hostels. Unfortunately there is no option to filter out dorms. Also, the photos can be misleading. I would be much happier if the photos were of the rooms offered instead of the most glamourous and expensive suites the hotel has even though you may have searched for a basic room. Perhaps guests could rate the accuracy of the photos to help prevent the hotels from pulling the ol’ bait-and-switch.

Loyalty - not for long. This apps needs a major review. It’s not user friendly. I’ve found it to be frustrating when I’m clicking on a number of links and all I’m trying to do is send a simple email to query about my rewards summary. Not just that. I was made aware last year I had two accounts. I requested to have them merged into one, so you’d think the deactivated account wouldn’t be accessible- right? I recently made a booking using the app only to find that I had logged into the ‘deactivated’ account. How was that, I truly don’t know. Very disappointed!

Bedding options.,. This website doesn’t allow you to choose bedding options…hotels advertise double or 2 single beds. But nowhere on this website are you able to specify. I travel with a friend and we always want single/ twin beds..,not a double or queen. I need to know I will get twin beds before I book a room. Very frustrating without this option. Other booking sites offer this option.

New app is terrible. Have used this app for years but since the update it has been a nightmare to use. It’s glitchy as hell! It takes ages for things to load, it can’t find pages (eg review page says not found) and the real time pricing seems to be a problem also - until now I’ve never not been able to book a room that’s been shown, at the price shown. On 3 seperate occasions the room I’ve chosen has either just kept timing out when trying to book or popped up as not available or shown a totally different price when you get to the payment page…..not my first choice anymore due to the hassle it has become

Ideal location and spacious apartment.. These suites are really the best place to stay in Darwin and we’ve been regular visited and stayed in a number of Darwin hotels. The location looking over the waterfront (and the ability to just wander down and have a quick swim or some fun in the wave pool) with a number of restaurants along the waterfront, is perfect. The apartments are spacious with all mod cons.

Why Won’t Your App Work Anymore?. Ap Has Stopped Working. Have tried fixing it in settings and have deleted it and reinstalled it several times. No luck! It seems to be an acknowledged issue on line and there are tips and suggestions as to perhaps how to resolve the issue. So I am wondering why you have NOT taken steps to fix the App, given it is a widely known issue. Very frustrating that I have to go and use my computer and can’t book a hotel on my phone. Poor customer service

5* 10 yrs ago but no progress on family bookings. No longer ahead of other apps. I guess people with kids don’t travel on holidays ;) Parents are expected to run multiple searches on different potential arrangements and combinations that might suit individual hotel booking criteria. It’s 2024. Why can’t I say 2 adults 3 kids and run a search? The app should tell me whether a particular hotel would cost $$ because it requires 2 rooms booked and one adult per room. Further, the hotel should be asked “do you allow families”? And “what is the largest family accommodated”? Most seem to be ok with a family of 4 but won’t accept a family of 5. So call that out! Highlight hotels that are happy with a family of 5, 6 or 7. Then let users know the conditions… eg adjoining rooms or some family rooms available or suites available. Don’t leave it to the user to guess what the hotel might have. So Many times I just bypass the app and call the hotels directly so what value is the app?

Nearly, but not quite. I've had this trouble before. I went to pay for my booking via PayPal, but I couldn't remember my PayPal password. I switched apps on my iPad to 1Password, copied the PayPal password and immediately back to Hotels. Where's my booking gone? I have to do a new search and restart the booking, but this time, I was booking the last available room. Wait 20 minutes and the room reappears and now I can complete the booking. Should have taken no more than 5 minutes. Took nearly half an hour.

Map searching terrible. Used to be able to search an area by zooming in and around on map. App would refresh search and provide more hotels to consider. Now only the original search shows up on map, if you want to search nearby you can’t. Really annoying

App designed to mislead. I previously used the app to book 10 nights accomodation in Jamaica and USA. I paid in AUD for most nights and the app applied the price paid in USD to establish average amount spend in free nights (for example $200 USD) When I redeemed my free night I got $200 AUD, despite the amount spent in AUD being much higher than this. I have previously had the currency value set to AUD, did not use the app for some time, came back, booked a hotel room thinking it was still set at AUD and did not realise until I looked at my credit card statement that it has defaulted back to USD. Now I have non refundable accomodation which I have paid hundreds of dollars more than I thought I’d paid. My confirmation email doesn’t even make it clear that the price paid was in USD rather than AUD. Will certainly be contacting consumer affairs in my state to establish if these misleading practices are legal in Australia.

The app is not great. You can view your booking details when you are offline without internet. Your upcoming booking should come up first but on the home page it gives you your recent searches. I don’t care about what I have recently searched. I care about my upcoming bookings. And it’s not easy to navigate from the mobile front home page where to locate your bookings

Overcharged. Doesn’t tell you currency being charged in, defaults to USD doesn’t tell you :(. Very disappointed in booking via the app - an Australian, in Australia, booking a hotel in Australia, received a price and transacted, was alerted as a fraud by my bank, when investigated I discover the amount quoted through the booking process was actually in US$ not Aus$ and it was never indicated as such. At the very least this should be corrected in the app to avoid confusion, at worst this is bad practice that has cost me hundreds of dollars more than what I was quoted. Either was I am very disappointed in the experience and will report it to the consumer protection body here in australia.

Why is ‘AIRPORT’ never an option as landmarks. Twice now, I’ve been needing to book accommodation as close to the airport as possible for early flights but airport is never an option for ‘Landmarks’ Although it may now be called something else in this latest update. I am also trying to find previous hotels I’ve stayed at to try and book that hotel again but it only goes back 1 or 2 years, so now have no clue where I stayed previously..Hotels that I have previously stayed at, regardless of how long ago, should always pop up first if I type that area in.. this app has really gone backwards, not enjoying it at all.

Excellent app for hotel booking. Brilliant app for seamless merging with TripIt app which is brilliant for all travel planning and so good that email confirmation and cancellation are picked up automatically by TripIt app. Great hotel selection even in remote country areas of Melbourne. Uses modern technology to the best advantage. Highly recommended I planned a beautiful urgent trip from Sydney to Melbourne country regional and got great choices and good value for money low price. Highly recommend. Joshua

Great app with a few opportunities. Frequent travellers enjoy the app for sure. It’s easy to use, comprehensive, and tracks your reward benefits clearly. A few suggested improvements: - bring back the feature to specifically select the price range when searching hotels. Great for corporate travellers who need to search within their specific budgets - you lose your scrolling position in the search when you go ‘back’ to the list. This is just frustrating - searching by only “Guest rating” rather than “Guest rating + Our recommendations” is much preferred Cheers!

Review after several years use. The best booking app by a long way. Never had a problem, always the cheapest available rate and I have taken advantage of the excellent rewards program too. I don’t give reviews without thoroughly testing the product and this one is fabulous.

Webpage ‘Grey’. Why oh why can’t I change my booking????? Why are the dates ‘grey’ and then to find a phone number to call and change the dates is almost impossible!!!! If you want people to use this website get the service back to ‘the good old days’ when it was excellent!

Locations. I do like the APP, but don't like that when I search for hotels in Singapore it displays hotels in Malaysia too. I know Singapore hotels well so can spot those in another country amongst the search results, but a first time visitor trying to book a hotel may get a shock if they don't see or check the tiny printed address and afterwards realise they have just booked a hotel in a nearby country. Also, the filters don’t stick/stay selected for multiple searches. Every time I search new dates I have to reset the filters. Frustrating and time consuming to have to narrow down/filter every time.

Great location. I have loved my stay in Sachseln, the hotel is nice and quiet away from the hustle and bustle of the city. The staff have been lovely and very thoughtfully saved me a table on my last night knowing they were fully booked. Will highly recommend to all my friends and family to stay here.

Very friendly and professional staff. Arrived at the hotel in an early morning after a long overnight flight without much sleep. We went to check in and was not expected our room will be ready for another few hours. The reception staff is very helpful and understanding, promise will give me a call once our room is ready for an early check in. Not long after, we got a phone call and our room is ready! Managed to get some rest right after and was able to enjoy a great evening in Auckland!

Terrible customer service. As a long time user and gold member, I arrived to a hotel that had been closed for months. The following 8 days of trying to get a refund while on holiday and with limited phone reception were terrible. Hundreds of messages and emails, all with a different person, I had to start again. I had photos, videos and they told me they had spoken to the closed hotel. All lies. Eventually the refund came as a voucher with some extra coupon. The money would of been better to cover the hotel I had to pay for. Now I have to use this Expedia rubbish again. Never again after I use my credits.

Having lots of issues with the app updating my bookings and rewards. I keep receiving error messages when attempting to refresh my upcoming bookings and also my reward nights are not updating. I’m forced to logo in via a web page to see current information. Please rectify.

Prefer the other booking scheme. The other one had each choice listed down the page and was much easier to compare and seemed to provide more information. This was the reason I’ve never used the app because it is like this booking platform. Not fussed.

Katy and Brad Mentiplay. Dear Mr Fiorito Antonio, It is most important to my husband Brad and Ithat we share how wonderful Franco was when caring for us in the Dinning room each day for breakfast. He is a wonderful human being who goes beyond the call of duty, every single day . He was beautifully considerate, respectful and approachable, added humour to each day and as I said to him “ He was like the bright sunshine, creating a warmth and a beauty that transforms ones experience “ Our life is at an incredibly challenging time right at this moment due to a recent diagnosis, Franco helped us to forget about all this and just be very present to the present, for this, we are truly grateful. Please pass on our respect and thanks for Franco’s loving kindness . Warm regards, Katy and Brad Mentiplay.

What happened?!. I used to love using the app and the website. It was my go-to for planning everything from one night trips to month long vacations. Since the update a few months ago both the app and website have become unusable! Favourites have disappeared, the search function is glitchy, everything is slow to load. I’m giving up and going to the competition, as I’m worried the entire platform will cease to function while I’m overseas…

Quick and Easy. App was easy to use but I would have liked to have more filter option so it was easier to narrow my list. Specifically “How many beds required”. Even though I was looking to book accommodation for a 2 people stay, it’s not necessary that we are a couple and want to share a double or king bed. But overall have found the price and deals are really good on here 👍🏽

Their loyalty & discounts system makes no sense. If you're a member, you get one night free for every ten nights, so essentially 10% off right? So why do they keep sending their members 8% off coupons that does not accrue as a rewards night? It's sent so often I'm starting to get annoyed. Also. It's not possible to save hotels for different dates and not have the prices expire every time I log in...a bit annoying when I'm planning to book for multi-city trips!!! I'm taking away some stars from my rating out of annoyance.

Great accommodation. We had a great six day stay at these villas. The staff are exceptionally friendly and the facilities are quite good. Location is great. Just close to the sea and access to shops and other facilities is good. There’s only one disappointment and that is the way that the bedroom is constructed, the ceiling is open to the kitchen, lounge area. This means that the air conditioning from the bedroom is not very effective. Because the cool quickly is lost to the outside spaces. So, despite the lovely environment of the unit, it was not as cool with the air conditioning as we would have liked. The other thing that happened to us was that the pick up driver who was booked for our pick up from the airport when we arrive did not show. This caused great personal inconvenience because it was 2 am and arranging alternative transport was not easy.

Why pin a hotel if these can’t be shortlisted?. Why provide the option to pin a hotel if you can’t filter so only pinned options are shown. I would like to shortlist my choices and then review them. Why do some hotels show two rooms available to book at different prices but no way to see what is different between the two rooms? When hotels have breakfast available as an option it would be nice to filter so that prices shown include the breakfast.

Two thumbs up!. Great hotel options with an easy to use website and mobile app. Good features like pin favourite hotels into a short list for easy comparison, direct link to travellers reviews and rewards program. I’ve redeemed a few times without any issues.

Where are all the hotel listings right now??. Ive updated the app as i want to book in qld in the coming months, however only one hotel is showing near the border. But it i get onto the hotels . Com website they are all listed for bookings as usual and as they should be. Please fix this its much easier usually to just use the app. Also as others have said there is sometimes confusion with showing AUD $ vs US for booking overseas accom. Gets confusing and needs to be in our own currency all the time so we dont get mislead or ripped off.

New update. The new update takes longer to load and is not that user friendly especially for changing personal details. I’ll only use this if the deals are considerably better than elsewhere. It’s also very bad for the money to be debited in $US. my cards are $SGD or Indonesian rupiah or $Aus and I loose on the exchange rate. Makes me less and less inclined to use it. What the hell I won’t.

Stay away from this website!!!. If you want to have the most frustrating experience you could imagine just trying to make a simple booking or browsing for the best deals or even just trying to get in contact with customer service about your booking issues, because believe me you’ll have issues! So many things wrong with this platform, the app, the website the ‘help’ from customer service (if the robot operator doesn’t end your call suddenly) navigating the page oh and can’t forget - when you login and it knows your country and what currency you have, it will still show you prices in US dollars until you change that yourself!!! 😂 so you’ve booked a place thinking all is well and you’ve got a really good deal go to your bank account and see how much has really been taken out because it doesn’t tell you at the end of your booking when payment is due!!! I have never ever wanted to delete my account and all association a booking platform before now.

Just wow. Everything I was expecting ++++ this is the difference between those providing a service to facilitate a purpose vs just a pay cheque. If you want to get up and close to the animals and stay somewhere outstanding look no further.

Gold silver members ????. Needs to be improved by 70%, as you can see I am travelling but I have traveled and lived in all parts of the world, If I was given 1 week to crest that gold members locked search page or silver, I am sure I would bring an extra 40% more clients that are high flyers and have monthly competitions of members with the highest month activity and spend a little and word of mouth is the best client drawer, this needs immediate action, I spent over $100,000 with your deals my friends have found a new site and I have missed out on so much.

Won’t use the app to make booking if there’s a better discount offer. I found there’s more discounts when you make booking via app. However the app functions limited. Especially when the time you want to view more photos, usually you have to refer back to the website

My go to app for hotel bookings. I love collecting free nights! Better priced hotels and better quality hotels on this app and even if the hotels are a little higher in price just check the inclusions! Most like wifi are standard when others apps will give a lower price for the same hotel but you have to pay for wifi. If it’s the same and priced a little higher, just add up the value of the free night and we’re winning each time! Great customer service and fast refund decisions when necessary.

Abode Woden march 2024. Tidy enough hotel but a few things that should be mentioned. There is no car park except the public car park directly adjacent. It fills up by 8.00am and is fully occupied until very late as there are clubs etc nearby. The room has a tv system that said could cast from your phone. It didn’t work and I’m an IT expert. There is no Foxtel so you’re stuck with free to air which is very disappointing. The corridors are being painted so there was lots of dust from sanding constantly in the air and on the walls the cafe is quite good and had a reasonably varied menu. Needs to open a bit earlier though. Looking closely at corners in the bathroom it’s pretty ordinary. There’s fluff and dirt in every corner. Not enough power points for todays travellers needing phones computers iPads etc to be charging simultaneously. Only one point on each side of bed that has the lamp connected. Overall I would rate this as just barely comfortable.

One stop app. It’s really nice that this website makes it a lot easier to book a hotel room anywhere in the world what you see is what you pay how awesome is that I’ve done the other website and it’s not always the true price that you see you pay bit more hidden cost they collet Texas.

Overcharge and don’t refund. Be carefully using this app/company, as to what currency they are charging you. I booked a hotel room in Australia f try I’m Australia, no indication the value was US dollars, my card was charged US dollars and a fee, the US value was very overpriced the Aus value was competitive with other websites and the hotel, I thought the booking was in Aus dollars and there was no indication this was not the case. When I contacted them to complain and get the error fixed with the difference refunded they did not help and said they would get back up me and did not, even though I contacted them twice!! Don’t use this company to nook with

Room added bug. **EDIT** the response from the developer was “please contact us on our support page” so they obviously didn’t read my review. The support process is ridiculous, needs me to ring them and wait on hold etc etc. read the review before responding please. App is ok but now when I try to add one extra room It adds 17 children automatically and there is no way to remove them. I tried to contact app support but it was too convoluted so here it is in the review. Fix this bug please.

Difficult to find saved properties. Unlike other more advanced hotel search engines, you cannot look at your saved properties easily. The only way to do so appears to be to repeat the search and then properties can then be seen. This is awkward, particularly if you are trying to plan complex trips. Clearly the programmers responsible for this never travel themselves. You should check any “improvements” made by your programmers with real travelers before inflicting their changes on your customer base, unless you want to lose it. Needs improvement

My stay. Stayed for 18 days, little hard to find at first however on arrival wonderful greetings from reception who spoke enough English to allow good communication. Room was comfortable with large TV, cleaned daily again with staff I could communicate with. Kitchen 88 at entrance to hotel served excellent food with a good variety. I recommend this hotel for those travelling on a budget and look forward to returning again next year. Thank you to all staff.

Poor service. Good experience as long as you have an easy booking. If it’s a more complicated booking, the experience is not very good. Eg If you want to book 2 rooms in the one booking (eg if you want adjoining rooms), you cant book different types of rooms in the same booking. This is a deficiency in the functionality of their system. Also, if you need to talk to someone (eg because you’ve been overcharged), they have offshore call centres (in Asia from what I can gather). The consultants are by and large undertrained and incompetent. English proficiency is poor and they don’t seem to know very much about their own systems/app.

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Hotels.com not working. App does not work as of Fri., April 12, 2024 It is now, Sun., April 14, 2024 and the app is working well, including the search function. Thanks for the fixes. Once again (Tue., April 16, 2024), the search function is not working!

Inflated prices for members. Watch out members, if like me you are an avid user of hotels.com you should check the prices twice. They show higher prices when logged into the app vs web version when not looked it. Is this even legal? It’s clearly unacceptable to charge more to loyal customers vs new ones. 😡

Traveled across Canada no stamps. Traveled all across Canada in the last month and I have 0 rewards stamps. How do I contact these Guys directly!

Unable to update account profile. Cannot get receipts. I called and asked them to change my email so I could get a receipt. They sent a receipt with no identifying information on it such as what it was for or which hotel and they sent it to my email I asked them to update but they never updated the email. The settings button on the app should allow users to change emails or contact info.

Ugly logo. Good app otherwise

Prices on USD. Does not state that anywhere...booking in Canada from within Canada and ended up paying an exchange rate

Very helpful personnel. We needed to change a hotel reservation and although the reservation was inside bound, the person who answered my call went the extra mile to help me. Thank you.

The worst apps and hotel booking company. At all costs do not book in this company because they charge right away and would give you the stress to get your refund! They don’t have a reliable call centre to accommodate your concerns.😒

App Sucks. The title speaks for itself

Regarding hotel booking. Booked hotel trusting the reviews on hotel.com it turns to be nothing like that what it’s shown on pictures and and half of the facilities out of order After cancellation I didn’t receive my refund waiting almost over month after making so many calls now they told me to I have to deal with the hotel itself I will never use this site again and will never recommended any one

Hotels.com is great. Makes booking hotels easy.. Hotels.com is great, makes booking travel easy and the benefits are awesome!

Worst. Worst

Wonderful. Wonderful. Very easy and fast

Faulty. Always has problems connecting to the internet when no other apps do

Wonderful. Most warm welcoming by the reception beautiful smiles made me feel home. My Room absolutely clean and comfortable. Located downtown easy to getting around. I loved atmosphere %100 recommended. Behzad Ghashghaee Darice Cairns

This guys are good! Fast and swift and easy!. Good price on all my stays. Well done!

fantastic. easy and helpful

Great hotel and nice people.. Very modern and new. Staff were very polite and helpful. Only issues were, bed has walls on either side so if you lack flexibility, good luck. Also everything is run by a tablet in the room. Ours required reboot several times so we couldn’t adjust temp. Also heard water running all night above us. Aside from that place was great.

Banff Trip 2024. Banff and the Fox Hotel never disappoint. Had great spring getaway great food and drink in all establishments we visited

Worse customer service. Apps just goes in circles until you give up. Worse service ever and i have been a silver meme bet for quite some time. Can someone call me back. My last stay was not reflected in my rewards…. Impossible to get help.

Double charged.. We paid for our booking through hotels.Com and when we got to the hotel they told us the room was not paid for and we would have to pay them directly. Please tell me you did NOT pay for the hotel from my booking. Also was the payment through Hotels.Com in USD or CADollars? Thanks Leigh Holts This was for my booking in Hawthorne on March 28, 2024

Disappointed. Hotels.com refused to honour a booking I made and consequently took 3 reward nights from me to the value of $775.00

Hotel.Com App is easy to use!. The app is very user-friendly. Very easy to navigate around and the hotel information is helpful.

Rating Hotels . Com. Been using for roughly over 10 yrs Must say has been overall a good experience

Garbage customer service. Terrible service, good luck trying to talk to anyone to fix a problem.

Fantastic 👌. Comfortable, clean, convenient

Unfortunately. Not sure why I live in Canada and am being charged USA rates. So I don’t use this anymore!

Supports vendor fraud. Some properties on Hotels.com advertise amenities to charge higher nightly rates but actually don’t deliver the goods. When you complain, Hotels.com sides with their vendor.

Love this app. I love booking through hotels.com app. Easy to use, excellent support/ customer service and great rewards system.

Wonderful resort with a great spa and excellent food. My husband and I spent 4 nights here in one of the Preferred suites. It was worth paying a little extra for the better room and “Preferred” status. It meant we could go to a separate lounge in the lobby, faster checkin and eat at the a la carte restaurant on the rooftop (the Observatory with a great view), as well as use the pool and lounge chairs. The food was amazing at the Market Cafe buffet and all the speciality restaurants we tried (Ember, Bisou, Seaside Grill and the Mexican). At the spa, my husband had a wonderful 80-minute massage and we both loved the aqua therapy that was included. It was much better than expected and I felt incredible afterwards so don’t miss out on it! The entertainment throughout the resort was truly above and beyond any all-inclusive resort we’ve been to, including another Secrets resort. In every restaurant and by the pool, there were seriously talented singers or musicians. The shows at night were spectacular, especially the Elements show which was different from anything we’d seen. During the day, there’s aqua aerobics and volleyball in the pool which were fun. The fitness room was very good and I was able to use the studio to do my own online workouts before the yoga classes started. On the beach poolside, there was drinks service and some one to help you find lounge chairs, set up your towels and umbrella etc. There are so many pools to choose from, and lots of palapas on the beach that you can find a spot no matter what time you arrive. Service was very attentive and friendly. Overall, we loved our stay there and would go back.

Always charges more than what hotel prices are. I am never using this app again. Even though I changed currency in CaD they charged me for USD

Don’t change your email.. Company changed our emails, can’t sign in, can’t get past virtual agent because I can’t sign in. Looks like it’s a “delete” for this app. Going back to Holiday Inn, comfort Inn, etc. . . . Hotels Dot Com. Thank you for responding to my review. Unfortunately, your useless AI chat suggestion of signing into my account “too better help me” is why I wrote the review in the first place. Our company emails changed. Therefore, the verification code you send to validate my account is would bounce back to you. Not to worry, I’ve deleted your app and booked my next three business trips through the hotels sites directly.

Very good. Have online chat and more suitable

Useless!. Can’t select a destination to make a new search!

Gorgeous room and free upgrade. Thanks. Great sized suite!

Run down. The hotel is run down. Furniture is old and worn. Bathrooms are pretty gross. Gym is terrible and treadmills didn’t work to run. Beer cans in elevator. Noisy guests at 3am in hallways. Staff is very nice and do the best they can. Stay here if you can’t afford to stay somewhere else.

We missed the human touch.. For the many many years that I have used hotels .com to make reservations, there's always been a human being to have a conversation with when there was a problem or an emergency. The main reason I use this service was because of the human touch. It is missing now and it is a hugeand I would simply like to let you know that I know it cost money to hire human beings, but you know and I know they certainly provide a much better service especially at a time of an emergency. Especially when you need to feel secure thanks for listening.

Not getting rewards on my stamps - RIP off!. I am not getting rewards for my stays and it’s impossible connecting with a human being at Hotels.com to rectify this matter, making this issue very frustrating!

Great Stay. Well-located, comfortable, clean and lovely. Will return.

No customer service. I was unable to view, edit, or manage my booking in Athens. I was using the correct confirmation number and everything. I also could not contact the hotel via hotels.com. Because of this i couldnt cancel my booking and was charged $160 when free cancellation was available. Im only writing a 1 star review in hopes that someone from hotels.com FINALLY contacts me.

The customers service is horrible and they are RUDE. It happened to me 2 times On the app or the website there’s some pictures of the rooms and the view of the rooms but it doesn’t match the room you’re going to get the room you saw they are a scammers and the customer service is very bad they are not willing to do anything for you.

Total rip off. They don’t give you the information you need to book and then the service is useless and slow. See ya!

Can’t figure out hot to redeem on iPhone post this one key cash shift. Redeeming is becoming very difficult to figure out post one key cash change

Great. Great place to stay

Mes commentaires. Pour moi , c’est une nouvelle application! Je le connais pas! Alors j’attends pour des commentaires! On va essayer cette nouvelle année! On verras après

Doesn’t work. Search won’t work and keeps freezing

Aesthetically Pleasant. The hotel was beautifully decorated and the staff were friendly and helpful. However, the rooms smelled really bad, as if someone had been smoking in there for years and the shower reminded me of a wet ashtray, instead of coming out feeling and smelling clean the place made you smell like cigarettes. We also encounter our worst nightmare, bed bugs. We were eaten by those bugs and look and feel disgusting. I mentioned it to the receptionist and I hope they do something about it.

App is Glitched. It downloaded in French and it will not change to English even when I change my language preferences.

Bug - hotels that force pre-payment. Some hotels, eg the NH chain in europe, have an option where it’s a cheaper rate if you pay in advance (still refundable). If I select that rate, I get taken to a blank checkout page. This bug doesn’t occur if I choose a hotel’s non-refundable rate. Also, for other hotels if I choose a refundable rate it shows a pop-up asking if I want to pre-pay.

Major Points for Guality. This La Quinta Inn now tops our list of places to stay on our travels along I-75. Just cannot say enough about their friendly, helpful staff, the quality of our room, wide selection at breakfast and dinner food options in the area. We travel with our cat and are always on the look out for suitable, reasonably priced, accommodations. Over the years we have stayed at many “pet friendly” hotels and motels….some good… some not so good. This La Quinta Inn excessed our expectations.

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Latest update is clunky and some features missing. I used to love the old version of the app but this most recent version has a bunch of usability problems and deficiencies 1) can’t find previously marked favorites in one place 2) sorting is now hidden behind Filters and isn’t preserved between sessions 3) can’t find information about the property on the detail page that used to be readily available including walking and driving distances to major sites 4) the search function is very clunky when you start typing a search from the home page flipping you through two more pages to get to a third page with nearby locations and past searches…very jarring. 5) can’t seem to find a map view with all the properties listed in a specific area. 6) missing many of my recent searches when navigating to See All Searches from home page.

Almost perfect. The app helps you find hotels at reason Able rates & makes reservations for you. However they get a commission that the hotel has to pay, they give you “stamps” they remove if you don’t make additional trips in a set periods. Also because of your reduced rate the hotel won’t give you other benefits or discounts full paying clients get. There is no provision on the website for making complaints about policies or service eXcept here. Air b&b or other reservation services may be better choices. They didn’t tell me that the hotel I made reservations with & paid for in advance was under construction until after I paid or that the advertisedrestaurant pool Exercise room & free breakfast weren’t available because of COVID 19 or construction.

App Account Sign In Error Message. Update: Why is the app login issue not being addressed? This app will not let so many customers login to their rewards accounts and the answer to these reviews seeking help is just to look for future enhancements to the app. We need access to our accounts! Please stop downloading this app and giving this company business. I have tried everything to resolve this problem including calling customer service and using online chat but it has been weeks with no resolution. I am a Gold Rewards Member who uses the app weekly. I have been unable to login into my account on the app for a few weeks receiving a sign in error message even though my login and password is correct. I am able to login online but need the app for ease of use while traveling. I have used the chat support, called the customer support line and reinstalled the app several times. The support line told me they don’t offer app support. Hoping a one star review will get support for this problem otherwise will need to switch to another booking service. Edit: last update is still not allowing me to sign in. I updated and reinstalled but just get an error message apologizing for app not working. Please correct this right away.

Lovely stay.. Beautiful two room suite. Really cute. Very clean, well maintained and has great food. Thank you for an amazing experience. It is very easy to shop just outside the door. The bach is not to far away, and there are a lot of restaurants nearby. The staff was very friendly. Nicola who cleaned our room was especially attentive. The breakfast was nice with lots of St Lucian items, fresh tea and good coffee. If you are looking for a cab, walk around the block with the duty free stores. Plenty of cabs, and you can negotiate the price. We found a good driver and hired him for the week. His name is Barthelomew and drives a silver mini van. You can get ECD at the hotel in exchange for cash, but you can also pay with US.

Post booking and stay improvements. Love the app in general, but As a part of the post-booking experience I can’t tell which of my previous bookings I’ve already submitted a review for and which I haven’t. I click “write a review” (which implies actually that I haven’t written one) and get an oops message if I have. I’d like confirmation before I waste my time. I would also like a button that displays my history of reviews in descending timeline order. In addition, while writing and in the middle of a review, I don’t want to see anything I’ve already spent time on disappearing if I jump over to another app in the process. I’ve seen my photos disappear or what I’ve written disappear. Very discouraging to start over. Thank you.

Total dissatisfaction. I booked a hotel in Savannah tn,I had a free night that I applied to the booking. They billed my card for the room instead of giving me my free night. So I called them the lady said she would have to cancel the reservation and rebook it, I said ok. She booked the room in Savannah georgia instead of Savannah tn. Of course I didn’t know this and we went on to the creek and spent the day afterwards we went to the hotel and they said we had no reservations there they were booked in Georgia. With it being a holiday weekend everything was booked. We had to drive back home. I’m not happy with them at all. I’m a single mom and times like this are few and far in between. Then a week later I had to call because the money has been taken out of my account still. They were more less oh well 🤬 total dissatisfaction with them. I would not recommend....

Never mind whatbyou want. I have used this app many times with no problem. My recent trip to Madrid, I chose and appartment that looked great but once we arrived the problems started. Turns out, that I had to pick up the key at a spot located 1.7 km away. Mind you I was travelling ina group of 5 with suitcases so this meant I had to pay a taxi just to get the key. Once we arrived, turns out the key does not work . It is 11 pm and we cannot get inside our rental. They had given me a contact whatsapp BeMate number and it worked. A messanger arrived at midnight with another key that did work. The next problem, building did not have heating. So there were maintenance people coming over from 9 am. The problem is that this appartment was sublet through BeMate so they have no idea whats happening. The heating system had been down for a week. Anyhow, Im not happy with this service. Will not be using it again !!!

Crummy business. I checked into a dirty room that I complained about to the manager. I also asked and registered for my room to be cleaned the next night stay. Never was cleaned upon reentry to my room. The maids said that the manager never added me to the list. So I complained and asked to be moved into another room and told that other ppl checking into their reservations were first priority and their were no available rooms even though she just checked in a lady in front of me that did not have a reservation. I called after my stay and spoke to the general manager (Karen Eagle) which told me that the manager I dealt w for the weekend was fired. More then likely over my stay and complaint and for over working her maids. But she just said nothing could be done and that she wouldn’t issue me my refund for the two nights. And when I asked for her supervisor she laughed at me and said “I am the supervisor and there’s no one above me.”

Cheated of Rewards. I have twice had the issue of using the app to book, but for some inexplicable reason it does not credit my account. This is unacceptable considering ALL of my personal information populated the fields when booking. Why is this significant? Well, their customer support (or lack thereof) keeps telling me the issue is that I booked as a “guest.” How is that even possible when my personal information is auto populated? Secondly, why would I complete a transaction as a “guest” when I have a profile? The whole purpose is to avoid entering information for each booking. Lastly, I was told that they would credit me for the 5 night stay, but I later received an email from an email address that accepts no responses indicating they will not honor my booking for rewards. So VERY disappointing that I was cheated of my rewards and essentially lied to regarding rectifying the situation.

Frustrating. Pricing is higher than actual hotel listing and other listings on web. So the “free nights” that are part of the your rewards is being paid for over the ten bookings. I find that very disappointing. There is no filter for two beds. Just two people so every time I go to a hotel I have to continue to click and search to make sure I’m getting a room with two beds. Every time you click on a hotel to look At the details and then inevitably go back to map because it isn’t what you need the map reloads. Making it very difficult to differentiate the hotels already looked at to those that you haven’t. If I focus on on an area it should stay in that area.

Caveat emptor. Trying to deal with the failure of app updates that do not allow payments through the app, the “deal” baiting but unclear switching prices for longer stays and the circular illogic of alleged “supervisors” located somewhere on the planet forced me to award this labyrinthine app and the company the worst online experience ever. One example will suffice: after telling the alleged supervisor about what I considered the bait/switch (unknown and unaddressed by him), the inability to pay after multiple tries and the need to pay at the hotel, the known but not revealed pet friendly charges (unaddressed) and the two return calls to me at 3:35 and 4:30 AM(!!!), the supervisor started promoting “price matching.” The supervisor said that the company didn’t know what time zone I was in. My advice: do not contribute to corporate app delinquency, download the hotel app or call or use another service. If you have to call the hotel anyway, eliminate the middle corporate app and deal with a company that cares about your business.

Beware of charges after free cancellation. I’ve had nothing but bad luck with this app! First, I cancelled two hotels in the allotted time but there supposedly was a “glitch” in the system, so the cancellation didn’t go through. I did get one rectified and another had mass confusion surrounding it. Tonight I see a charge on my card for a different hotel that I cancelled many days ahead of time!! I’m not sure what the use is of using this app with free cancellation if it doesn’t work! I did call customer service and they assured me that I have a credit coming but I shouldn’t even have to see a charge period! I will say that I give their customer service five stars for being extremely sweet and helpful.

Separate reviews. Rating a property at Check-in is helpful for that process, but until I actually experience my stay more fully, I am not ready to rate a facility. I definitely have more—and more useful—commentary after my check-out. Maybe you already send two distinct emails for property evaluation at both ends of a stay but with the volume of email that one receives, they all seem to blend together. I am leery of rating a property immediately and while still staying there because I don’t know when the owner has access to the commentary. If they can see commentary during your stay, they might adjust their service to a less than professional demeanor. This is especially applicable to a smaller venue.

Sleepy. If you think that last review was interesting, you are going to love this one. As stated, you reservation can be input by this third party booking site and you have no idea what they requested from the primary location. We checked in dropped off our bags and it wasn’t until we went back to our room at 11:30 pm that we realized we were smack up against the elevator mechanisms for Planet Hollywood Hotel Casino in Las Bogus! We were told that it was not the hotels problem that the booking agency request a room reservation for the ‘hearing impaired’! The hotel was ‘sold out’. To bad so sad☹️. Do you think people stop using the elevators after midnight? Guess ‘NO’! And then, the toilet started spewing water like a bidet and maintenance had to come up at 12:30am. The ‘Resort Fee’ was comped as though that should actually be a ‘thing’ in the first place. Nope, never again.

Massive frustration. I have been using this app for years on multiple different cell phones and so far it always does the same thing. It constantly logs me out or says that I am logged out even when I am logged in. This forces me to find my password and log back in unnecessarily over and over again. There are just numerous small glitches like this in the app that make it frustrating to use. Today I booked a room and tried to use the double stamps coupon that was only supposed to be used in the app and I got an error message saying that it must be used in the app. I think most positive reviews are based on the reward system and the website itself which is great, but the app is very frustrating to use. The App drives me so crazy I would actually consider not using the website at all anymore as much as I like the rewards.

Calm down on the push notifications!. Overall the app is great and we use it frequently for reserving hotels. Taking a star away because after searching for a hotel but then deciding to reserve one, I’ve been getting reminder notifications at least once (sometimes twice) an hour for the last 2-3 days. This is ridiculous and I can’t find a way to get the app to stop suggesting hotels for that weekend. I finally had to just turn off all notifications for this app. I don’t remember this app doing this in the past… is this a new “feature”??? Annoy your customers with constant notifications hoping they’ll give you money to stop?!

Not sure why they messed up the app. This used to work well. But the developers have made some really big updates to the app and now it’s so slow and buggy. I’ve been using the Hotels/com app for years now and have been either a platinum or gold member for 5 years straight. It’s sad, the app just got worse. It’s performing so bad that I just go to the website now even on my phone because the app is just painful to use. It’s super slow, take so long to load any listing. Often breaks. Favorites don’t save. It was working well before. I don’t know why they gave the ok to push updates that completely ruin it. Not good. I only write and hope they can listen to what they’ve done and either fix it or just roll back to when it was working correctly. Whoever approved these updates should be questioned.

Can't Trust Them.... Not only did this app book a room that I did not click to book but they didn’t took the money out of my PayPal accountAnd even checked me in to the room around 7 o’clock sending me an email let me know when I called the hotel they still had and I had anything sent to them just the same as when I went to book in to the room at the hotel the hotel did not have the information needed. I have dealt with a lot of apps in booking hotels and this is the first one has ever done this. I am in the process of trying to get my money back and I really hope that I do because this is ridiculous. I was going to just get the room but I couldn’t even do that. Then when I tried to email them several different times from different links on their app and online I got every email sent back to me!!! User Beware....Shady Sh;t going Down with THIS app 💯

Terrible The Worst. made a reservation to stay at the Double Tree In San Pedro Port of Los Angeles My reservation has the wrong dates, no pool no restaurant no bottle water no maid service took almost an hour to get toilet paper. I’m tired of people and places taking advantage of this “Pandemic” the worst are the nats and bugs. This hotel refuses to do what is right . My brother is an attorney this is and will not be tolerated... I used to stay at the Hilton Fountain Blue where I was treated with respect . THIS IS THE WORST BE AWARE OF BED BUGS ~ No maid service? Isn’t that exactly what we need? While customers are out a maid should put a mask on gloves and disinfect the rooms? The truth is you do not want to pay there workers. Look I understand everything is upside down however this is not the time. . Dirty filthy gonif Thieves - I have stayed at 6 star Hilton’s I have stayed at 3 this location is a minus 6.. Good luck if you choose to stay in this dump. Be sure to hide your wallet

Better before. I have used this app and enjoyed it successfully for years. My family and I, loved the simplicity of staying 10 nights, and earning a free stay worth the total average of your previous stays. it was fun to try to get to that 10th night. Sometimes we’d even just get a room for the night, so we could get there! Now that the app has been bought out, the reward system is something we don’t even understand. It certainly isn’t nearly as good, and there’s no free nights after 10 stays. I wish they’d bring back the old system. i’m currently looking for a new app that offers a free night stay after purchasing ten. Additionally, you can go up in your membership level, and I don’t see any difference in the levels.

Won’t show history. Almost every time I try to look up where I’ve stayed in the past, the app just says it’s searching, and after 15 minutes I give up. Also, apparently after a few months it now deletes your previous bookings. This is one of my major reasons for using the app—so when I return to a city I can see where I stayed. I’ve also had trouble signing on several times. Finally, when I do get signed on, it often (but not always) tells me I don’t have payment information entered, but if I try to put In payment it says I already have a card entered. I’ve used this app for years without a problem, but lately it has annoyed me a lot!

Search is bogus. I spend a bunch of time in upstate and downstate New York. I use hotels because I like getting the free night every ten. And they keep me loyal because of it. But when I do a search on the app and find hotels, I am noticing I do not always get shown ALL of the possible hotels available. However, when I perform a google query for hotels near the same landmark, many more options appear. Then I think well they are just not listed on hotels. But then when I look, there it is along with all the others. And when I click through google on the hotels option, it brings me to my date and time for a closer hotel than the one I got handed when I did the search through the hotels app. Then stupid me I book it at hotels even though they did me wrong. This is the last time. If I get burned again, I am using my free night I earned and ditching hotels forever.

Disappointing customer service. Hotel is in decent condition, but starting to show its age. Reception on our TV was terrible; perhaps bad cable connection. When I asked for a noon check out I was told not possible because I was not a Hilton Honors member. I explained I had joined in order to connect to the WiFi in my room and I could provide the HH member number, but staff member at front desk said she didn’t see it in her computer, so if I wanted a later checkout it would be $20! This was ridiculous, especially when the hotel occupancy was very low due to middle of the week after a holiday. That in my opinion was extremely poor customer service. Also, most of hotel services, restaurants, bar, and lazy river were closed for repairs.

Luke warm, at best.... I don’t mind using this app to search for hotels. I actually like being able to see the pictures and read about the amenities. I also enjoy the ability to find deals. What I really dislike is that it NEVER retains my confirmed bookings! Even if I've booked a hotel and received the confirmation email, the app doesn’t retain this information, for some odd reason. It gives me this message: “We can’t find any bookings for you. If you think something is missing, tap ‘Find a booking.’” This is regardless of whether I try to search for “Upcoming Bookings;” or “Completed Bookings.” Then I must go through all the trouble to “Find a booking,” type in my last name; track down the confirmation number; enter it and search for the booking. Every. Time. This is despite the fact that I am signed in to the app. It’s EXCRUCIATING and extremely frustrating! WHY??!!!

Over Hotels. I’ve never had such bad customer service. First, I booked thru the app, and the reservation never went to the hotel. When I got to the hotel, they couldn’t find the reservation. I decided to call Hotels to then wait on hold for 30 mins. Finally when someone picked up they agreed to call the hotel, and email them the confirmation. Too bad the customer service person did a terrible job at even sending the email, that initially never went thru. Finally once the email went thru, the front desk then needed to call another number for confirmation, which they were on hold for another thirty minutes. Did I forget my 9 year old is waiting with us??? Unacceptable service.

Goodnight. We were in town for the Great Home School convention. Check-in was quick and the studio room had everything we needed for our family of 6. There was entertainment for the kids as the light switch to the bathroom was on the outside. So it was turned off multiple times with people inside. The two breakfast areas were great and the selection was good. The only negative I had was the broken hot water carafes (both sides) and the short supply of coffee, which always seemed to be gone when I stopped by. However, one of those times an employee helped by filling my cup with hot water from the back.

Greedy. I pulled over after driving for over 12 hours in Tennessee and decided to book a room. Pulled up the app and clicked on hotels near me. Saw a best western 0.3 miles away, also saw one across the street. Went ahead and booked it. Turns out it was a glitch on their app and had me in Oklahoma. Literally saw this as soon as I booked it and tried to cancel. They tell me sorry , there’s nothing they can do then ask me if I wanted to cancel. ?? Why? So you can go ahead and double book that room and make more money on it? Couldn’t even give me a room at literally the same hotel just in a different state. I guess if I paid the $9 for the protection then you could’ve helped me? So I’m out $200 and they get paid for absolutely no reason. I’m beyond disgusted and had to go back and forth with them for a hour when all I wanted to do was lay down after driving for so long. So disgusted and just angry how they could do this.

Horrible. Beware! I had used this app 100 times to book hotels for teams and used the option to “pay at hotel”. Never had issues as they would all arrive and give their own credit card information and I would not be charged. It was a great option. This time however, there was some very small fine print that apparently said otherwise so when I booked the rooms they took the money out of my account. I called to ask why and I was told it was an authorization that would never actually hit my account and would come off ASAP. They lied. It did. And I ended up with 1200 in charges that resulted in overdraft charges. When I called them they said they couldn’t do anything because it was in the small fine print. Even though I called days before and was told something completely different. Do not use this option if you use this app. It’s not a true option. I will never use this app again. Just go through the hotels!

What I feel about this app. This app is absolutely terrible. I do not recommend anyone use it. When opening the app it does not automatically have you logged in and it is very difficult to login. (I was not able to several times ) And if you don’t login, you will not get your rewards. When you call, you speak to someone overseas (Who never really seems very excited to try to help you ) and they tell you that you have to wait 30 days and then call back to get your reward. It’s beyond frustrating and I am going to delete the app and find another rewards program to use when booking hotels.

Terrible customer service. I never write reviews but this app was very frustrating when it came to customer service. The app itself was okay for what it does but speaking with some of the workers at the hotels the actual room prices are cheaper than when you book them thru this app. So the “free nights” is actually payed for from the extra charges (which in my case didn't even work). Which brings me to the customer service part, when trying to talk to customer service about redeeming my free nights it was a long wait with someone trying to find out a solution to something that took forever and never got resolved. On top of that (could have just been my experiences) but it seemed every person I talked too either had broken English or a heavy accent. If you download this app you’ll most likely be okay as long as you don’t expect the free nights and never have to talk to customer service. Good luck!

Same old lack of customer service. Silver member with dozens of bookings. Got an email today that my stay in Jamaica was cancelled with no explanation. The hotel in question has rooms of all categories available for significantly more than I booked at months ago. Take from that what you will. The customer service representative had the opportunity to switch me to another hotel that I carefully chose at a similar rate, being an additional $30 over the duration of the stay. That type of service prompted me to elect a full refund and book elsewhere. They have lost not only this sale, but many many more. Also, they are NEVER the best price, simply easy to use. Being simple to use is worthless when they engage in cancellation for profit. This room by the way was non refundable. Clearly not a two way street. I’m sure another honest company would like my money.

Dislike the update. Really hate how you’ve changed the map view to lump the hotels together and when you click on “12 hotels” it zooms it waaaay in and when you zoom back out to see where that hotel is it puts it back to a lump of “12 hotels”. In addition twice during the fall you allowed bookings for a completely sold out hotel and we had to find somewhere else to stay at 10 pm at night with two kids. You need to vet your hotels better. One of them was a refugee hotel for displaced hurricane victims. The entire building was sold out yet you continued to have bookings available. When hotels do this you need to remove their ability to use your service. Another issue-you think you are booking a 2 queen bed room only to get there and have 4 people and only get a king bed. Doesn’t work. Do better to take care of your customers not the hotels.

Bring back birdseye view. The interface has gotten very confusing. The horizontal layout is bad. Without defined lines between each, you can't tell where one room listing ends and the next one begins. Also very missed; a zoomed-out design so that you can see more on the screen at once, vs how it is now, very zoomed in...In other words, bring back the birdseye view. Also, all of my folders that I created with various locations saved for future reference and possible bookings seems to have disappeared. If I recall, there used to be a designated button or drop-down menu link specifically to get to them. Now there are only four menu items to choose from which includes; home, trips, rewards and account. The only logical one is 'trips', but once there, nothing there seems to point to my saved location folders.

RUBBISH. Several customers have complained about ‘One Key’ and still the fraud continues. Corporate greed. Going from one free night to freaking pennies ‘reward’ for several nights stay is how you people ‘upgraded’ your rewards system? Do you think people are stupid? Every 10 nights gave one night free as a reward. Now each night gives $2-$3????? WHAT? And the best part is Expedia told me I cannot use my rubbish ‘rewards’ towards my flights unless the rewards match the cost of the flight. Everyone should stop using this ‘One Key’ garbage & start looking for another site for flights and hotels. A site that actually cares about the customers. Recently I book directly with the hotel or airline & it has been the same price! Better to do that since there is no real reward system here. Unbelievable what corporations do to screw over customers.

Customer service........ As of right now I am very frustrated with the app. I have signed up, reserved a hotel, I have a confirmation number, and everything I need. However, when I try to login to the app, it won’t let me. I have tried every possible email or password it could possibly be, and none of them work. Including the one I booked my room with. It has somehow magically disappeared. I can however type in my last name, and confirmation number, and everything pops up. But even in that area, I cannot find any information as to what they have me signed in under. After looking through all of the options trying to figure this out, I found the customer service section. It is an absolute waste of time. There is no where I can find that will give me a place to either email, or a phone number to call, and speak with someone. So as of right now, I am going to give this one star because I need customer service and apparently I can’t get it. Other than that, the booking went smooth.

Disappointed. Today I experienced poor quality using the app , and even worse with calling and talking with a customer service representative.. I was booking a $52 value per night stay at a hotel in Colombia ; while the app was “not working” gave me an error message and suggest me to wait 5 minutes or to call customer service, after 6 minutes not receiving any emails to confirm my booking when through, I called.. my surprise 12 minutes later is that the price of the exact same room when up from $52 to $61.. didn’t hold the price that I was trying to pay a few minutes earlier even that I mention I had a capture picture of the failed transaction on my phone.. didn’t offer I discount or to hold the original price , Simply I had to pay the new price and that’s it, deal with it. Today definitely not happy with the app or customer service. Very disappointed..

Never again. The lack of customer service I received was horrendous. I booked a hotel and chose the "pay at hotel" option. The fine print on this site was I would be charged the day I checked into my hotel, which was going to cost me $233 a night not including their taxes or fees. I went ahead and booked it, was excited and had it all planned out. 3 days before my check in, I got charged $233. This put my account NEGATIVE OVER $200 b/c I didn't have the funds in there yet! I called cust. service to see what happened and the Rep told me since it was V-day weekend it was charged 72 hours early? That was NOT disclosed or on the page. She pretty much told me too bad so sad and when I was trying to figure out a solution b/c I literally did not have the funds in my account and they charged my card without authorization for that certain date. She kept interrupting and talking over me saying "I'll cancel your booking I'll cancel your booking." THERES NO REFUNDS WHEN YOU CANCEL ANYWAYS! Will never use again. They mess up, they don't help. You're SOL.

Buyer Beware “Rewards” are a lie. We have spent thousands this year in hotel travel, booking through the hotels app every time. Every time we have been “logged in” and we have never, Not Once been able view or redeem our “free night” stamp which we are supposed to get for every 10th stay. When we click on the rewards widget, it redirects us to every other link but no data is available regarding the rewards program. The app did not used to operate like this in the past. Prior to 2020, we were able to easily navigate the app and utilize our rewards, which now seems to be changing every time we log in. The “rewards” program all over your commercials is now non-existent. Kinda seems illegal. Our experience is not a great way to do business! We are unimpressed, to say the very least and considering legal action to say the most. Uninstalling & never using this again.

Site is buggy. Again.. Just went two weeks vacationing and using the app constantly. Booked hotels last summer to use now and the reservations don’t show up. Be careful booking as you may be offered a particular room or category and once at the property they will give you something of lesser value. Current reservations are not showing up either. And as for the developer suggesting I change the country in my profile to where I originally made the reservation: well, my profile and my country of booking were and are in the US. We are talking bookings made in DC and while I was in Dallas. I don’t understand what is that supposed to mean as I have not changed any country in my settings. Does that mean that your bookings disappear if your phone travels? Are you guys serious? Pretty stupid for a travel planning app. Still; not the case here.

Love this app!. I have been using this app for years! It’s super convenient. I use it on the go on road trips and can find hotels near me easily always at theBest prices! Booking is super fast. I have earned many hotel rooms over the years. Not many sites do that!They had a glitch last month and I was worried they were down but it was only temporarilyProbably due to Covid as most businesses. They came back with a new website now that’s even easier to navigate! I have spoken with customer serviceBefore when I’ve made an error and they fixed it quickly. Not sure what people are complaining about? There has been a pandemic going onAnd the hotel industry was affected greatly. Cut them some slack! They will take care of you!

Slipping backwards. Have used this app in past with better results. Latest attempt found it reasonably easy to book and pay with Apple Pay, BUT, was unable to transfer the reservation ‘card’ into wallet even with multiple attempts. Called and was told it was because I hadn’t signed into app. (No problems in past and doubt I was signed in then.) Had reservation cancelled (As suggested) and rebooked after signing in, as suggested. Still unable to make transfer. So, now have part of reservations for upcoming trip in Wallet and part not, essentially defeating purpose of Wallet. Further, some of previous trip stays are in old results, but most not. Of reservations for upcoming trip made previously, none were listed in the app. When searched for, got very erratic results. It appears the app has been improved to the point it’s no good anymore.

Almost perfect butttt. Only two stars because of two things. They won’t let the app connect to their server using a vpn. Very baddd. They want us to disable our protection to use the app. Second, it seems that these guys book for foreign owners. Ran into a belligerent and rude one using this app and he verbally assaulted me. He almost didnt get to see the sun set. I was that upset. He was immediately rude and treated me as though he was doing me a favor at the front counter. He was a punk. Red Roof in. Springfield, MO. I filed a complaint with hotel dot com and cancelled the deal. They also acknowledged the cancellation and promptly refunded my money but for some reason they still thought I stayed at the Hotel. I was happy with their service until I got the notice that they still showed me staying there after I cancelled. So I’m confused. I did not stay there as I might have regretted it. So??

Newest version has a lot of bugs. Since the conversion to One Key, the latest version of the app is barely functional. If you glance away from it even for a second you’re bounced out to the login screen. You can’t stay logged in, you can’t come back to what you were JUST DOING, you have to start over from the beginning every single time… if it even loads past a blank white screen at all. Come on guys, fix this release please! UPDATE: Developer response doesn’t address the issue: the app updates cause it to fail. Users are immediately logged out if they do ANYTHING else while using the app. Going to the website to read about the “benefits” of the new loyalty/reward system/program does nothing to address the way in which the app’s bugs render it unusable.

Rather disappointing. I expected better from a Hilton Garden Hotel. On a warm day the room was freezing when we arrived. It was impossible to turn off the AC and fan except to turn off the entire system. We chose to have dinner at the hotel restaurant. The bar tender had not appear and the fill-in from the front desk could not make cocktails. She was serving as bar tender and waitress for too many people. So service was very slow. The TV in our room was apparently too old to have a guide, so we could not figure out which channels were accessible, even after we got from the front desk a list of available channels.

Location search missing !. I am not going to claim that I am an expert how to use the app 100%,and I shouldn’t have to be one ! I think the app is missing one crucial feature to be coming more useful. Last night I was parked in front of the hotel and was ready to book it . Was on the last step to make a payment when i asked the another person about to walk in if the address shown on the hotel is the same as the one I am right now . The answer was , no ! The mobile app first question is to choose the city I am going ! Not a good idea because I should be able to choose it on the map also! I usually pick it while I am in transit ! To enter just a city and search the hotel is not enough! It is if I am staying in one place more then one night ! But for those in transit, it’s a lot of work to figure out if I will be booking not far from the direction I am heading! Google map offers to find gas stations, coffee shops, hotels in route, adding a stop ! This app is missing that option! To be able to find a hotel on my route near by should be an easy task , but not while I am driving ! Lol

The TV issue. The hotel was very beautiful and comfortable the only thing I’ll say about it was the tv wasn’t in the spot it supposed to had been I feel y’all needs to replace the tv on the wall across from the bed instead of it being on the side cause it was very difficult for the guest to see the tv or if yall will like for it to stay there at least get a wall unit where it is possible for the tv to pull out and turn around for the guest to see it they do have wall units for the tv to pull out and turn different directions left and right but other than that I loved it I will come back again I had an beautiful weekend stay like I said I’ll give yall ah 4 star cause I really enjoyed myself but if yall fix that issue yall will have ah perfect 5 stars

Disgusted. I rented a room ahead of time for my trip and was utterly disgusted with the place. Totally false advertisement nothing was as it portrayed in the picture. It was a family vacation so I was with my kids and stayed in one of the raunchiest places I had ever seen.I wish I could post the pictures of this place to avoid others from experiencing the same thing. There was no pool like advertised, no linens or towels and when I tried to call the front desk the phone didn’t work. Literally had no cord to connect in the wall. No coffee matching but the was coffee and the blow dryer in the restroom was pulled out the wall. To top it all off there was bed bugs my sister got bits on her best from what she thought was a tick. After some investigating we found out it was a bed bug. When I called hotels. Com to tell them about my experience and emailed the photos the best they could do was $30 off my next stay.

Don’t waste your time. I’ve used this app for a few years now and thought it was great, until I had to call their customer service! The employees were poorly trained to the point where they did not understand their company’s terminology (rewards night vs stamp). This made it hard to communicate my issue and after I finally got them to understand what was wrong they assured me they would fix it, but nothing was done! To make things even worse in order to get to the horrible customer service you have to outsmart an AI response system that only knows how to direct people with a reservation number. That thing will hang up on you a dozen times before you actually get to speak with anyone! My whole issue was probably caused by a bug in their app so I didn’t have a reservation number. All in all I spent ~4-5 hours talking to there representatives and got ghosted by them via email. Still waiting on my free night…

Horrendous - PLEASE work with other travel companies!. 1) They don’t bother to tell you that when you book a flight + hotel package that you will not get *any* rewards (I only learned this after FOUR calls totally nearly two hours of my time!). 2) All of the customer service reps that I’ve spoken to in the last year have *extremely* thick accents, making it difficult to understand what they are saying. 3) If they don’t want to speak with you anymore they will put you on hold for exceptionally long periods of time (there is no sound or background music but you are still on hold). As an “insider” revealed to me, This is because it is documented when they disconnect the call but it is not documented when you disconnect the call, so it they are just trying to get you to hang up. If you wait long enough, though, they will eventually hang up on you. 4) One manager was very nasty. While I was asking him a question about why my rewards had not been applied he said We can talk about this until the middle of next week but it won’t change the outcome.” We had been speaking for less than a minute so he onviously uses that line all the time. That’s the kind of absolutely terrible customer service that you can look forward to. Account deactivated; app deleted. Deuces!

False information on site. I tried to book a king bed at Hotel Preston. Your site showed one left on the app. Actually it still shows one left in the app. However, I completed all of the reservation information just to find that the room is not available. How can that be? That’s false advertising at its best. I just checked again and the app still states there is one king room available during our requested dates. Now I’ve had to pay more money for two beds rather than the king I was requesting. I’ve been a loyal customer for over a year and I can promise. You won’t be my first choice when booking our next four scheduled trips again.