Review Insights · Google Play
Hotels.com: Travel Booking
Hotels.com LP · 1,015,240 ratings · ★ 4.8
4.8
★★★★★
1,015,240 ratings
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Top complaints - extracted from 18 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"money"
4 negative reviews mention this · 22% of all complaints
★★★★★ "Everything is non refundable...... once they have your money they can do you however they want" - Jeffrey Bennett
2
"trying"
3 negative reviews mention this · 17% of all complaints
★★★★★ "trying since March 19 2026 to get a receipt for my stay so I can get reimbursed for my stay from my insurance because my house went on fire this is ridiculous that your company can't give me a receipt you got your money but I can't get a re…" - Dominick Roncone
3
"trip"
3 negative reviews mention this · 17% of all complaints
★★★★★ "when I changed dates on trip, even though confirmed by email, app kept bringing me back to previous booking, now I dont know if it was changed or not. wont use this app again" - Brian Law
4
"hotel"
3 negative reviews mention this · 17% of all complaints
★★★★★ "Service is horrible booked a trip online and now hotels is saying I did not book it so I cannot get the number to cancel but the hotel confirms that I have booked it and paid." - Daniel Jackson
📋 All 18 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Everything is non refundable...... once they have your money they can do you however they want
💩
잘못된 날짜로 예약되어서 취소하려고 하는데 뭔짓을 해도 안됩니다 예약취소 버튼누르면 "이 예약을 완료한 사용자만 변경 및 취소가 가능합니다" 라고 나오고 아무것도 할수가없습니다 제가 예약을 완료했고 결제까지 되었는데 뭔소린지 모르겠습니다 예약페이지 들어가려고하면 계속 오류뜨고 거의 보이스피싱급 악질 기업이네요 예약은 간단하게 되지만 취소는 안되게끔 설계를 한건가요? 전화 연결해서 예약번호 제대로 눌러도 못찾는다고 나오고 어떤방법을 다써도 취소를 할수가없네요
back to re review two years later and still one star. Why when I live in Europe should I have to select USA to get my key cash and make bookings. Dollar prices why? Rewards in $ again why? I live in Europe and want the euro.. Help? what help? they do not comprehend why I do not want $. hello I live in Europe and want to holiday in Europe so my region is Europe. Not USA...
trying since March 19 2026 to get a receipt for my stay so I can get reimbursed for my stay from my insurance because my house went on fire this is ridiculous that your company can't give me a receipt you got your money but I can't get a receipt not a happy customer terrible customer service for a simple receipt utter stupidity
I purchased insurance and im still being charged. I am sick and can't go. I don't recommend this site. I'm trying to talk to someone the app is having problems.
when I changed dates on trip, even though confirmed by email, app kept bringing me back to previous booking, now I dont know if it was changed or not. wont use this app again
Riddled with bugs
I am very disappointed in this process on the app. Usually if you cancel in advance they will refund your money. I booked on the wrong weekend for my trip. I tried to change the dates and the price doubled. seeing that they already have the money for the trip I needed to cancel, wait for the refund and rebook. Needless to say I never received my refund and my sister had to book through another app not wanting to risk her money. traveling without money sucks.😞 Do better!
it didnt allow me to use a code
awful this app makes checking in a complete nightmare
Service is horrible booked a trip online and now hotels is saying I did not book it so I cannot get the number to cancel but the hotel confirms that I have booked it and paid.
I am deeply disappointed & frustrated with my stay at this hotel. I traveled from out of town for a funeral, expecting a peaceful place to rest, but instead experienced a nightmare.The hotel is severely run down. My room has poorly patched holes in the walls and heavily outdated furniture and no iron. Worse than the cosmetic issues is the complete lack of basic hospitality services. Guests are forced to pay extra just to get additional clean, Rooms are not cleaned during their stay.
does not allow you to put honest reviews on hotel's
Trying to g et assistance.
If you want to be ripped off. use this app!! Expedia too. I don't recommend them to anyone. Not helpful in the least after they have taken your money.
the app frequently error. it shows "something wrong on our end". I need to reinstall to use it.
Manny/beenies
Sentiment summary
97%
Positive (4-5★)
2%
Neutral (3★)
1%
Negative (1-2★)