I Couldn’t Update Guest Info on Hotels.com and Got No Support Before My Trip

On March 27, 2025, I booked a hotel through Hotels.com but accidentally entered the wrong number of guests. I immediately reached out to their support team to fix it, and for the past two days, they’ve kept saying they’re “trying to reach the hotel” and will get back to me. But when I called the hotel myself, I got through right away—Hotels.com had never contacted them.

The hotel was polite and helpful but said the reservation must be updated through Hotels.com, not directly. I went back to the platform, but again—no response. With my trip approaching fast and no solution from Hotels.com, I ended up settling the issue myself with the hotel, paying a price difference to update the booking.

I’m extremely disappointed by Hotels.com’s lack of customer service and communication. This is a clear failure as an intermediary platform. I won’t be using them again, and I’d strongly advise others to think twice before trusting them with important travel plans.