Review Insights · Google Play
Hotels.com: Travel Booking
Hotels.com LP · 985,963 ratings · ★ 4.8
4.8
★★★★★
985,963 ratings
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Top complaints - extracted from 56 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
"service"
13 negative reviews mention this · 23% of all complaints
★★★★★ "useless and incompetent customer service staff." - Kevin C
2
"customer"
11 negative reviews mention this · 20% of all complaints
★★★★★ "useless and incompetent customer service staff." - Kevin C
3
"customer service"
10 negative reviews mention this · 18% of all complaints
★★★★★ "useless and incompetent customer service staff." - Kevin C
4
"hotel"
9 negative reviews mention this · 16% of all complaints
★★★★★ "I booked through this app and realized I got the wrong dates ! called the hotel they said they could easily move my dates but unfortunately we booked through a third party so I'd have to call them first , called them they wanted $129 dollar…" - Sarah Harr
5
"booked"
7 negative reviews mention this · 13% of all complaints
★★★★★ "I booked through this app and realized I got the wrong dates ! called the hotel they said they could easily move my dates but unfortunately we booked through a third party so I'd have to call them first , called them they wanted $129 dollar…" - Sarah Harr
6
"reservation"
6 negative reviews mention this · 11% of all complaints
★★★★★ "It wad all good until I wanted to delete my account. Some reason I cannot delete my account without completing the trip. Even though, I have canceled the reservation." - K. Charles Lloyd
7
"support"
6 negative reviews mention this · 11% of all complaints
★★★★★ "booked a room, received confirmation, arrived to find no room. contacted chatbot (useless) and humans (unhelpful/elongated/"gold" support seems not to exist). Advised there is no complaint mechanism. simply shoddy." - tarron
8
"work"
6 negative reviews mention this · 11% of all complaints
★★★★★ "booked and paid for a room through the app but once I got to the hotel I was told that the app virtual card was not working.... customer service kept passing me around to a different help desk..ended up paying twice for one room...." - Busta Boseman
9
"change"
6 negative reviews mention this · 11% of all complaints
★★★★★ "whatever you don't try to change a reservation in this app. "Sorry. something went wrong on our end" Try Again. this app is awful." - Terri Callahan
10
"update"
6 negative reviews mention this · 11% of all complaints
★★★★★ "The app just tells me I need to update, but the Update button in the app does nothing. when I uninstall and re-install I see the same "you need to update" message and again it doesn't update the app." - Jon O'Dowd
📋 All 56 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").
useless and incompetent customer service staff.
scam company I have balance inside 107 $ they not let me to use I write everyday live agent no reply
I booked through this app and realized I got the wrong dates ! called the hotel they said they could easily move my dates but unfortunately we booked through a third party so I'd have to call them first , called them they wanted $129 dollars to rebook the correct dates, I paid for the insurance, tried to get reimbursed through the insurance and they declined me. I'm out $200 dollars. lesson learned ! book through the hotels themselves for better customer service!
Stupid virtual (non) assistance
asked a question, got part of the answer, could not get back to chat agent, therefore this was useless!
booked a room, received confirmation, arrived to find no room. contacted chatbot (useless) and humans (unhelpful/elongated/"gold" support seems not to exist). Advised there is no complaint mechanism. simply shoddy.
booked and paid for a room through the app but once I got to the hotel I was told that the app virtual card was not working.... customer service kept passing me around to a different help desk..ended up paying twice for one room....
I booked two nights which came to around £340. They didnt take a deposit on booking despite saying they did. They also then claimed my booking was £659 on the app, despite their confirmation email saying otherwise. The app seems glitchy. I've cancelled and booked through the hotel. Note to anyone using the app... Their AI customer service is pretty awful, so I would request a human to speak to if your question isn't extremely simple.
Rewards suck for budget travellers. You get nothing!!!
ridiculous the prices are no better if not worse than paying at hotel. customer service is actually pretty good but not helpful because systems are not connect . GJ
Hotel was not as advertised
During this last year I've to use another app because this one if I use in a different country from the one that I created the account doesn't work, and always says "error" after select the property
App won't open at all. Deleted and reinstalled but still no luck. Great app when it works.
whatever you don't try to change a reservation in this app. "Sorry. something went wrong on our end" Try Again. this app is awful.
The app just tells me I need to update, but the Update button in the app does nothing. when I uninstall and re-install I see the same "you need to update" message and again it doesn't update the app.
It has stopped working on my phone which is disappointing. It tells me to update it but will not download the updated version.
won't update very bad service
SLOW APP VERY SLOW
I can not find North Macedonian in the country list. I can not change currency. what a bad application. I am deleting now.
This is a terrible choice. The prices are too high. I tried to speak to them and all response were in an Asian language. Never friendly. only 1 star because 0 is not available.
Customer service is worthless Charged $150 more than I would have been charged by the hotel itself
Customer support / virtual agent non- existent.
App telling me update is required when there is none and I can't get in. Been like this for 2 weeks.
rented a room for 4 days tried to cancel same reservation was made but still will not refund. stayed 0 days out of 4. would not recommend this service.
support sucks
can't get refund status, chat with support randomly ends, for recent stay was charged nearly $400 on app & then hotel charged me &170+ would not recommend app, never had this problem with booking com
very poor, continually booking failures, chat not working etc
put me in a run down nasty motel reviews werevl old. the place is terrible noe
this app sucks. a real.person to speak with is impossible. your representation of the hotels are false. I booked a hotel with a pool... but the pool is under work and has been for months. I tried to contact some one 5 minutes after speaking with the hotel and I got the virtual runaround and hung up on several times.. I tried the chat and it was... can not help you.. this make me very unhappy. probably unhappy enough never to do business with you again. you provide false advertising
I didnt realize its VRBO also. hmmmm bad news!
"sorry, something went wrong at our end" is the only thing i saw in this app
I just arrived to a booked reservation and I'm told it was cancel and there's no support or contact to fix the situation. Never again using this service, feel scammed.
the app isn't to bad to use but lord help you if you need any customer service
The customer service was so bad when I needed help that I am deleting this entire account as soon as my last booked trip is done. You guys lost a customer forever
Says that app has to be updated. But locks itself!
App has several bugs and doesn't work well. Information is unclear and several crucial items like Change Booking are just loops.
Still bad rating, no change there newest version says it must be updated, update button doesn't work. store says there is no update. app cannot be used as it keeps claiming it must be updated. it gets worse 2024: Changes in app are bad. Rewards + profile page are blank, there's button to log in which does not recognise that I'm already logged in. One year and it got worse. Login not recognized, rewards page is blank. Buttons to log in on every page AFTER successful login. Practically unusable.
Customer experience is horrid. Book directly with the venue, if ever you want to make a change you cannot complete it with customer support. They will give you what you deserve. (their quote) (customer service did in fact NOT want to help with this issue)
navigation in this app is broke af. tried using the website and it forces the app open.
Don't like the change.
the App is stuck. An update is required but it seems impossible for me to do the update
trying to find my refund!
cannot check out to reserve hotel room. app has become garbage
app keeps telling me that I'm offline, also keeps going to weird error pages and putting everything in cad not usd. wouldn't trust it to work when I need it now. getting booking instead.
Updating review 2026 keeps telling me I have not Internet, even though I have both WiFi and mobile and all other apps work.
every time I complete a search it tells me I'm offline. I am not offline. the rest of the Internet works. maybe the app isn't working. have restarted phone, confirmed app is up to date, used wifi and phone network. no difference. useless. once great app now a waste of time. Expedia anyone?
never works.
app not working even after reinstall. trying to reach customer service
cant seem to browse. think the app is down. says in offline when im not.
every time I tried to get into the site I got an error. I tried to sign in.... got an error... tried to cancel a reservation.... got an error. when I called and made my cancellation request they said they would send me an email with the confirmation number for the cancellation. I got the cancellation email but no confirmation number.
+ 6 more in the clipboard copy
Sentiment summary
97%
Positive (4-5★)
2%
Neutral (3★)
1%
Negative (1-2★)