Hotels com Australia
Hotels com Australia Overview
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Hotels com Australia has a 2.0 star rating from 12 reviews and consumers are mostly dissatisfied with reliability, refunds and cancellation policies.
Key Takeaways for Future Customers
- Hotels com Australia reviews warn that contacting customer service is difficult and virtual agents often replace humans.
- Many report unresolved refund requests so request confirmations and document transactions when booking.
- Consider booking direct or checking rewards and membership credits before purchasing.
Negative Feedback / Risk Areas
- Frequent Hotels com Australia customer complaints cite inaccessible support and automated bots that stall cancellations.
- Customers report missing or invalid bookings and delayed or denied refunds after cancellations or flight disruptions.
- Users mention confusing app/login issues and perceived overpriced rates.
Positive Feedback
Some users find the site easy to book, report helpful agents in rare cases, and praise hotel locations and occasional reward-night support.
The generated data is based on reviews and questionnaires provided by PissedConsumer.com users.
Hotels com Australia has a 2.0 star rating from 12 reviews and consumers are mostly dissatisfied with reliability, refunds and cancellation policies.
Key Takeaways for Future Customers
- Hotels com Australia reviews warn that contacting customer service is difficult and virtual agents often replace humans.
- Many report unresolved refund requests so request confirmations and document transactions when booking.
- Consider booking direct or checking rewards and membership credits before purchasing.
Negative Feedback / Risk Areas
- Frequent Hotels com Australia customer complaints cite inaccessible support and automated bots that stall cancellations.
- Customers report missing or invalid bookings and delayed or denied refunds after cancellations or flight disruptions.
- Users mention confusing app/login issues and perceived overpriced rates.
Positive Feedback
Some users find the site easy to book, report helpful agents in rare cases, and praise hotel locations and occasional reward-night support.
Media from reviews
Turn one complaint into a collective action
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer
Too hard to contact company
- - Chat bot failed.
- - Email not found.
- - Numbers stalled after language.
- - Only contact was PissedConsumer.com; company unsympathetic; they lost me as a customer.
Chat bot was unsuccessful.
Email address couldnt be found.
Phone numbers never progressed after asking what language was requested.
Pissed consumer.com was the only way I could get in touch with the company who were not very sympathetic to my complaint.
They have lost me as a long term customer.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTotally inaccessible when trying to cancel a booking!
- - Cannot cancel via Hotel.com for Holiday Inn Express.
- - 2 days of attempts via virtual agent and hotel contact; cyclone and Virgin flight; no refund.
Tried to cancel my booking for the Holiday Inn Express, IHG group, Sydney airport, booked via Hotel.Com. Been trying for 2 days without success.
Tried virtual agent, calling etc. Rang the hotel directly twice - who were nice but useless and said hotel.com had to cancel.
So, unable to cancel and no refund. Cancellation due to cyclone and Virgin flight cancellation.
User's recommendation: Don’t book with Hotel.con
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerTried to cancel booking - without success
- - Booked one night at Holiday Inn Express Sydney Airport.
- - Flight canceled due to cyclone; seeking cancellation and refund; virtual agent unavailable.
We are booked into the Holiday Inn Express, Sydney airport tonight, for one night. Due to the cyclone, our Virgin flight was cancelled.
I tried, without success, several times yesterday to discuss through your virtual agent.
I would like to cancel this booking please and arrange a refund for this stay due to circumstances beyond our control. Thanks, Lisa.
lisa.redfern@***.com
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDodge site do not use
- - Booked and paid; hotel didn't recognise hotels.com.
- - No booking in name; hotel is full until Mar 2025.
Booked thinking we had a lidgitment booking and paid in full. Checked 4 days prior to arrival with hotel and they had never heard of hotels.com.
and do not use Expedia. No booking made in my name, as theyvare fully booked up until march 2025!! When you try and talk to someone from hotels.com you get a ai no real person. I am now chasing up my money that they have stolen from me.
DO NOT USE THIS SITE THEY ARE CROOKS.
Contacting ACCC. Lawyer and media.DO NOT USE THIS SITE STICK TO BOOKING.COM
User's recommendation: DO NOT USE THIS SITE THEY ARE CROOKS AND YOUR BOOKING WILL NOT BE VALID.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNot answer questions, talk to human or resolve the matter
Cannot log in for 10 days on the iPad or iPhone app, but it works on the website. Changed password; it says it's your system. Please fix it.
Preferred solution: Technical support - cannot access account or bookings
User's recommendation: Never use as no support
Speak to someone. It's painful if anything goes wrong
No number to call to check payment and booking g details. Everything is automated and they make it difficult to find out what is happening with charges.
User's recommendation: Book direct
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRedeem my rewards
Im trying to book and also redeem my rewards and there not showing up so please call me 043588**** asap thank you
User's recommendation: Give a right number to contact
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCan't find my booking (app only).
- - The agent was thorough and concise despite language differences.
- - They explained what I did wrong and why canceling and rebooking would be risky.
I was surprised how thoroughly my customer service agent handled my call. I know English is not there first language but the effort to be thorough and concise answers made it easy for me to understand.
I would like my call today to be an example of how great a job they did.
Thank you for explaining what I did wrong and why it would be a risk to cancel and re book. Im looking forward to my stay at the Marriott in Phuket.
Well done you deserve praise for your work.
- Easy to book
- Difficult to navigate
User's recommendation: Even though the AI for customer may seem frustrating the customer service here is great!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerRefund request
- - Hilton by Hampton Dubai; check-in 1:15, out 15 minutes later.
- - The room was dirty and smelled; refund not provided; they left after 10 minutes.
I have tried to contact but no success. Left aFeedback for the hotel but they are not publishing it
Ref Itinerary: 720550****7172
We have tried to submit this review to Hotels.com, but somehow it's not getting through.
We checked in at about 1:15 am and checked out 15 minutes later.
The room was dirty and smelly. We spoke to the duty officer and showed him the photos of the room furniture.
We asked for a refund as the room was unacceptable, but he did not refund us and instead offered another room. We were so upset with the poor quality of the hotel that we left after being in the room for less than 10 minutes.
I am attaching photos.
I have been a loyal Hotels.com user for a very long time and would appreciate a refund.
Not only was the room dirty, but the inconvenience of finding another place at such an odd hour was very stressful for my wife and me.
We would greatly appreciate a refund.
Preferred solution: Full refund
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerHotel not refunded
- - No reply after a month of trying to contact.
- - Multiple emails and hotel contacts got no response.
- - If non-refundable, it should be reinstated now.
I have been trying to contact you for over a month with absolutely no response. If the booking is not refundable, then I expect it to be reinstated immediately.
I've sent multiple emails and even contacted the hotel directly, but I've received no response from anyone. This level of communication is unacceptable.
- Cant be contacted or accountable
Preferred solution: Full refund
User's recommendation: do not uses hotel.com any problems uncontable
Robots
- - Name added to booking; mistake noticed after 7 hours.
- - After 24 hours, still no response.
- - Could not reach a human; called Sydney, Melbourne, America.
Wanted name added to booking, finally 7hrs, realised made mistake with name, 24hrs still no one, could not talk to a human,called Sydney, Melbourne, America, chat or telephone, still after 30hrs, nothing
Sydney, New South Wales
Disgusting non-existent ability to contact Hotels.com with questions, let alone complaints!!
I cannot find a way to request the "Stamp" for an eligible stay!
Noe phone nor email is available.
Just their software that has no way set up that I can request feedback!
User's recommendation: It's totally AI driven and not possible to get an email or phone no!
Melbourne, Victoria
Bookings and payments
I asked for invoices for bookings via hotel.com , they ask me to call the hotel but I made the bookings and paid through the app .
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Needed to change our card details for confirmed reservations
- - Fraud on the card used for bookings led to cancellation and a new card.
- - The operator arranged updates to hotels with the new card details.
A fraud transaction had been identified on the credit card d we had used for all our bookings. As a result our card had to be cancelled and a new card and number were issued.
This necessitated our contact with your customer service area to arrange for each of our hotel bookings to be notified of our new card details. The operator was extremely helpful and arranged for emails or direct phone contact to notify each of the hotels of the changes
User's recommendation: Whilst we had difficulty finding an overseas contact number for Hotels.com once we got through to them they were able to promptly address our issues.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerNo price match, despite their policy
- - hotels.com charged $535.52, Agoda offered $477.84 and a refund was requested.
- - Prices showed $560.40; price match not offered and booking canceled.
Booked with hotels.com $535.52. Found a cheaper price with Agoda $477.84 and submitted the application for a refund within five minutes of making the booking.
Despite attaching the paperwork from Agoda with the lesser amount clearly on it, hotels.com did not price match. For some reason "upon their checking" the price was t $560.40 - I don't know how that can happen. I cancelled my booking with hotels.com, but not unsurprisingly Agoda has increased their price. I've dealt with hotels.com before without issue.
This has left a sour taste in my mouth! I've used hotels.com for years, but will not be doing so in the future.
User's recommendation: price match policy is a sham
Adelaide Cbd, South Australia
Can't find booking
Help line non existent . No help at all.
Waste of my time. I don't have 100 symbols to write what the ***
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