Avoid. I used to book all my hotels on Hotels.com as they had a good reward system but things seem to be going down the drain and the reward system is not half as good in comparison. Today I realised the information (about the hotel I booked) was inaccurate on the system. It states that you need to contact the hotel one day inadvance for check in (I messaged the hotel through Hotels.com 3 days in advance and repeated my message one day inAdvance) and never received any reply. We tried to call the hotel number indicated on Hotels.com and all calls failed). We had to go on google maps to find the hotel’s accurate phone number, which was a mobile phone number. I went on the Hotels.com app to complain about the check-in issue and the chat bot was useless. Finally, after several attempts the woman at the hotel answered the phone and said it was her day off. She wouldsend the information the following morning, which she did not do. She said she does not receive the information from hotels.com and that hotels.com is responsible for the information on the system. The receptioncloses at 4pm and not, as indicated on hotels.com at 6pm. She did not have my contact information either. A leisure holiday that I booked for my husband’s birthday is now becoming sostressful and unreliable. Also, Hotels.com never indicates clearly on the receipt if breakfast is included at booking so, when you book a long time in advance it is difficult to remember what is included, or not. So basically, you are supposed todouble check with each hotel if it is included or not, just after booking, to keep a written track. I think it is time to look for another booking platform.
