4/10 Poor
Jennifer
Jul 23, 2025
Hotels.com needs to make some technical changes!!!
Check-in was a nightmare!!! We walked to the hotel from the airport after our flight landed after midnight. The hotel didn't have our reservation and when I provided it to them they said they couldn't check us in until the afternoon. My next flight left at noon so that wasn't an option. Thing is, I wasn't able to book a check-in for midnight of the night we arrived from our long flight so unbeknownst to me I booked for the date that it allowed me to which evidently meant the FOLLOWING day. In order to stay there we had to pay for another night which was significantly higher than what I originally booked, as well as risk my original booking being charged. They weren't able to refund me or change the booking until the manager arrived in the morning but assured me I'd receive my money if we rebooked directly through them. So we did. I ended up getting charged for the original booking as well as the new booking we had to do in order to stay. I'm now battling with Hotels.com and the hotel itself to get my money back well after the fact and every agent is telling me I won't get it back now. We could have stayed in a much nicer hotel right at the airport for less than we paid for this budget hotel. I'm pretty upset.
A person should be allowed to book a room for the day-of!! There should also be a way to contact hotels.com when issues arise; the virtual agent isn't enough.
Jennifer
Stayed 1 night in Jul 2025