# Hotels.com: Book Hotel Deals — user reviews > 3,514 indexed App Store user reviews of Hotels.com by Hotels.com, rated 4.80/5 from 2,282,827 ratings. - Source: https://appshunter.io/ios/app/hotelscom-book-hotel-deals/id284971959/reviews - App overview in markdown: https://appshunter.io/ios/app/hotelscom-book-hotel-deals/id284971959.md - Rating breakdown: 5★ 1,991,770 · 4★ 194,956 · 3★ 43,570 · 2★ 12,967 · 1★ 39,564 ## What do users think of Hotels.com? Overall sentiment: neutral **Pros** - 🌟 Excellent customer service - 👍 Convenient booking process - 💰 Good value for money - 🏨 Wide range of hotel options - 🏆 Rewards program with free nights **Cons** - 🐛 Buggy app with glitches - 🤖 Poor responsiveness of virtual agents - ❌ Difficulty cancelling or modifying bookings - 💲 Misleading pricing and hidden fees - 🤔 Inconsistent hotel quality and descriptions **Commonly reported bugs** - App crashes and freezes during use - Incorrect hotel information and availability - Inability to log in or access account details - Booking confirmation emails not received - Rewards points not properly tracked or credited **Most requested features** - Ability to easily manage and view past bookings - Option to filter search results by specific amenities - Improved customer support with direct access to human agents - Clearer display of pricing, taxes, and fees upfront - Better synchronization between app and website ## Newest reviews (10 of 3,514) ### 4/5 — Easy to use App *2026-09-02, version 2026.35* I found the App very easy to navigate as an older person with limited tech knowledge. If I can do it anyone can. ### 3/5 — Central location, but old *2026-08-31, version 2026.35* For the cost, maybe I’m out of it, but we had higher expectations. I know it’s us. We 5 star it, and though this was highly rated. Nope. Sorry, in our opinion it’s a 2-2.5. But it was clean and central. ### 2/5 — No internet/no shuttle service , room has no curtain to protect from outside light *2026-08-31, version 2026.34* I got room which has transparent white curtain and full outside light coming direct in my eyes . Hard to get sleep . No internet. Shuttle service not own but using other hotel service and helpdesk people can’t help if some one going early or late night . ### 3/5 — Cambiaron el sistema que permitía acumular noches de canje. *2026-08-30, version 2026.34* El nuevo sistema que acumula dinero para después canjear, me parece un robo! ### 5/5 — Bridges *2026-08-30, version 2026.34* Clean rooms but most important were the 2 ladies in the office! Both were so helpful & welcoming. Thanks ### 3/5 — Staff good *2026-08-30, version 2026.34* Overall good good and bed but shower was gross and needs to be redone. ### 1/5 — Horrible *2026-08-29, version 2026.34* Customer service is horrible ### 1/5 — Évaluation *2026-08-29, version 2026.34* Clavardage ### 1/5 — Services *2026-08-29, version 2026.34* I used this service to reserve a room in the past and when I arrived at the hotel, the reservation was not accurate or valid. If they would not have been able to accommodate me, I would have drove there for no reason and not have a room. ### 1/5 — Not so great. *2026-08-29, version 2026.34* Hotel didn’t had toilet paper, the soap was already used, and opened , the tv remote doesn’t work , and there was loud people next door making noise all night, no place to get rest. ## Most critical reviews (10 lowest-rated) ### 1/5 — Terrible customer service *2026-09-02, version 2026.35* Do not use this app. They do not care if they messed up your reservation, they will not take any responsibility and will not refund you for their mistake. Furthermore, when wanting to speak to a manager, they conveniently cannot locate one. Still trying to get our $400 back for their mistake, booking a King size room for three people, instead of two Queens. ### 1/5 — Watch the details *2026-09-01, version 2026.35* I reserved a room for one date and after transaction was completed hotels.com changed the day and because I didn’t purchase the insurance I had to pay for 2 different nights ### 1/5 — No customer support *2026-08-31, version 2026.35* I will not use Hotels.com ever again. I made a simple mistake because your Page populated a day a week ahead of the date I booked the hotel I attempted to remedy this mistake immediately, but nobody would pick up on your end. So I want up having to take money out of my own pocket to book the earlier date and now I can’t get a refund on my later date. ### 1/5 — Annoying *2026-08-31, version 2026.35* Why does this POS app keep asking me if this trip is “business or personal?” Get F’d. ### 1/5 — Not great *2026-08-31, version 2026.34* They are not very user friendly. I have had a lot of problems with the app. ### 1/5 — Problem signing in *2026-08-31, version 2026.34* It’s Impossible to sign in ### 1/5 — BUG!! Is this a business trip! *2026-08-30, version 2026.34* How long does it take you to fix this. It’s so annoying when trying to book a place!!! WTF ### 1/5 — Extremely slow *2026-08-30, version 2026.34* it freezes a lot and it ruins your experience booking ### 1/5 — Gross *2026-08-30, version 2026.34* Ac unit doesn’t work or even adjustable, can’t see any words when adjusting. Floors turned our feet and socks black. Window glued shut so couldn’t open the window to cool off the room. ### 1/5 — Cheat *2026-08-29, version 2026.34* I booked a studio view room but here I got a normal room. They cheated me. ## Most praised reviews (10 highest-rated) ### 5/5 — unforgettable experience !!!! *2026-09-01, version 2026.35* Check out this amazing Hotel !!!!!!! ### 5/5 — Pooler is great *2026-08-31, version 2026.35* Hotel was very nice. Just a few months old. Staff was so friendly. Stephanie answered every question about the area. Far enough from I-95 that there was no noise. ### 5/5 — Great hotel! *2026-08-31, version 2026.35* Everything was very nice and the staff was very friendly. ### 5/5 — Casino-Mackinaw Island *2026-08-31, version 2026.35* Kewadin Casino - St. Ignace was so convenient & accommodating. Drove us to and from Shepler’s Ferry ( to get to and from Mackinaw Island) with their courtesy shuttle making the entire two day trip a low stress, enjoyable one! We’ll definitely do it again and be back! ### 5/5 — Erica *2026-08-31, version 2026.35* My husband and I did a 3 day, 2 night stay in Branson. We loved our stay at the Beat Western. It was very homely, clean, and lovely amenities. The staff was very friendly as well. We will be back. ### 5/5 — So easy to use! *2026-08-31, version 2026.34* I love the Hotels app. It’s so easy to use and the $$ you earn is a major plus! Thanks hotels.com! ### 5/5 — Wonderful (unexpected) find! *2026-08-30, version 2026.34* This place was really well put together ! Friendly and helpful staff, and CLEAN! I even enjoyed the rooftop yoga class! I would definitely recommend this location for anyone looking for a beach getaway! ### 5/5 — Always the best !! *2026-08-30, version 2026.34* Don’t bother with any other hotel Review site! Hotels.com has got it all. discounts, choice, availability ### 5/5 — 1 Night Stay *2026-08-30, version 2026.34* Comfortable & Convenient ### 5/5 — Temple Gardens *2026-08-30, version 2026.34* Just perfect couldn’t ask for more friendly people --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-05.*