No customer service
You are screwed if this platform has a glitch and you accidentally book a night
Lacking in comfort
We stayed 1 night following our cruise and were a bit disappointed in the bouncy mattresses and the poor quality bedding. The bathrooms didn’t have shampoos or hairdryers. We expected better for $225 per night.
Phone stops charging when lights are switched off
Must be a wrong wired charger poinr but it did to my head in, phone goes crazy when dimming the lights - charge - stop - charge - stop……..
One possible less positive point (for myself) is the mattress that is really soft, while cozy I do prefer a firmer mattress.
One possible less positive point (for myself) is the mattress that is really soft, while cozy I do prefer a firmer mattress.
Horrible service
Horrible service no way to talk to real
Person or no phones numbers
Person or no phones numbers
Very Disappointing Stay-Not Marriott Standard
Very disappointing stay for four guests. The shower tray was badly cracked and poorly patched, the TV was not a Smart TV, Wi-Fi struggled to accommodate all four of us, toilet paper was limited, and housekeeping was below expectations. We were also surprised that hot chocolate had to be paid for separately at breakfast.
Most concerningly, £30 (three £10 notes) went missing from inside my bag during our stay. This has been reported to the hotel for investigation.
Most concerningly, £30 (three £10 notes) went missing from inside my bag during our stay. This has been reported to the hotel for investigation.
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Beautiful place
I love this hotel! The lobby and the courtyard are beautiful and welcoming. The breakfast is a great addition. However in July 2026 it is under new ownership and there are some growing pains in training staff. Note to management: a hot tub would be a nice addition. :-)
Terrible at dealing with complaints
Booked a room and had extra charges the stay was unpleasant and complained between the hotel, Expedia and hotel.com they all would not resolve the matter or refund the money I outlaid
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Marcus Rodgers
Quality
Drake
Nice, local many places to shop and eat. About 30 minutes from Nashville
Best prices!
Hands down your one stop shop for bargain basement prices at top shelf hotels.
A perfect break
Our a 3-night stay was a personalised experience from the moment we stepped through the doors. If you are looking for a short break in a place where you can unwind and feel spoiled, this is it. We quickly got a sense that hotel staff genuinely cared about our stay. Every team member was accommodating going above and beyond. Whether it was recommending hidden local spots, quickly organising taxis or sharing key insights about Tunbridge Wells, their attention was on point. As a result we had a great 3 day escape and recommend The Royal Wells Hotel.
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Reception
Very helpful and attentive to my questions
Lovely! Perfect Location and Accommodations
Wonderful check-in process - complete with a little goodie bag of snacks and a flute of bubbles! The room was spacious and well apportioned. Bedding was luxurious and oh so comfortable. Notable was the padding on the carpet - wow! Felt like walking on a cloud.
Business trip?
Screen freezes up after you’ve selected your hotel. It asks you if this is a business trip. However, it doesn’t allow you to answer because the screen is frozen up requiring you to close out the app, only to do the exact same thing again.
Hotel Refund
I made a reservation at the Haywood Park Hotel in Asheville, NC. When I made the reservation I didn’t know I had entered incorrect dates. Now I can’t get a refund from the hotel. Very disappointed in the hotel and Hotels.Com.
Beautiful hotel
I had a wonderful stay at this hotel. It was an elegant setting and I particularly liked the 24 access to hot tub. It was so nice to get off a long flight and into a hot tub.
Love this App
We love using Hotels.com
The app allows us to accumulate credits to use as we’d like, and also offers us VIP status at many hotels. In the few occasions we have had problems with our accommodations, they have resolved the issue to our liking. They definitely have our backs!
The app allows us to accumulate credits to use as we’d like, and also offers us VIP status at many hotels. In the few occasions we have had problems with our accommodations, they have resolved the issue to our liking. They definitely have our backs!
Great hotel
Very nice hotel friendly staff and clean rooms close to restaurants and airport
How was this not theft?
Make sure you check your reservation. The most ridiculous policy is that you can’t even change the date of your reservations if the dates are not what you wanted. Not even asking for a refund just to make a change to the reservation and was still charged full amount for the app resetting the dates before the booking was finalized. Absolutely ridiculous. I wouldn’t mind having to pay a fee but to charge full amount for not staying is ridiculous.
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Horrible Customer Service
I arrived at the hotel and the systems were unavailable. The front desk agent tried to check us in for 2 hours but was unable to. She left me her name and contact info to provide to the agents so I could get a refund on my reservation. I had to book another hotel and pay myself. I went through the refund request process and provided the customer support team any information regarding the issue with the check in. The hotel Marriott did not accept any payment. Hotels.com still took my payment and has refused to provide a refund for the system issue. Do not use third party applications and definitely not Hotel.com. Horrible customer service.
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