I would give zero stars if I could. We booked a hotel through Hotels.com, hubbys 50th so went all out for it only to arrive and find that the booking did not exist. This caused significant stress and inconvenience as we had to scramble for accommodation at the last minute.When I contacted Hotels.com to resolve the issue, they outright lied, claiming that I had cancelled the booking. This is entirely false—it’s still showing as active on my app. Their dishonesty is clearly an attempt to avoid taking responsibility for their failure.This lack of accountability and refusal to address complaints is unacceptable. Hotels.com’s approach has left me with no trust in their service, and I would caution others to avoid booking through them. Save yourself the frustration and book directly with the hotel or through a more reliable platform.
