HotelsOne: most-reported complaints
Automated analysis of 1,243 public Trustpilot reviews published 2026-06-06 to 2026-09-23. TrustScore 4.7 from 25,116 total reviews — see the Trustpilot page. Quick answer: is HotelsOne legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with access to paid accommodations and misleading pricing, each accounting for 22% of the 207 identified complaints. Account and app problems were cited in 17% of complaints, while unreachable support represented 14%. The trends for access, pricing, and app issues remain flat, whereas reports of unreachable support have been falling.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2014-05-12 and uses Trustpilot’s paid features. We last checked this profile on 2026-09-23 and found 62 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (0%, 0.0d) · 2026-08-20 (0%, 0.0d) · 2026-08-24 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-09-01 (0%, 0.0d) · 2026-09-04 (0%, 0.0d) · 2026-09-07 (0%, 0.0d) · 2026-09-11 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-23 (0%, 0.0d).
Severity: 15% of this company’s 207 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In March 2026, 38% of 60 one-to-three-star reviews were 1★; in September 2026, 53% of 36.
Counted from March 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (636 reviews record both dates).
Review provenance: 1034 company-invited reviews in the recent window average 4.77★, while 36 organic (uninvited) reviews average 2.58★.
31% of its 902 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: other makes up 22% of this company’s complaints vs a 19% median across 96 ranked companies in its sector.
Review velocity: 11,401 of this company’s 25,116 Trustpilot reviews (45%) were written in the last 12 months.
What are the most common complaints about HotelsOne?
Other
45 reports · 22% of complaintssteady“I have paid for a room I can’t access.”
“I have been suckered 2wice by you Dumbe me RUN this is a scam”
“Payment process was a mess - took far too long.”
Misleading pricing
45 reports · 22% of complaintssteady“However, the hotel charged me €402.60 due to incorrect tax calculation on HotelsOne's platform.”
1 reader marked this review helpful on Trustpilot.
“inflated the total package by $500.00 vs what the hotel would have charged”
1 reader marked this review helpful on Trustpilot.
“Your prices are a trap. The first prices shown are without taxis!”
1 reader marked this review helpful on Trustpilot.
Account/app problems
35 reports · 17% of complaintssteady“stalled at payment as code sent to land line which does not have a screen.”
1 reader marked this review helpful on Trustpilot.
“I wanted to add an additional card - took me back to beginning - 3 times”
“Totally unable to book two rooms at the same time.”
Support unreachable
30 reports · 14% of complaintsfalling“Asked to speak to a manager of the customer service team and was refused.”
1 reader marked this review helpful on Trustpilot.
“I have been trying to contact Hotel One for 24 hours”
“my reservation has been cancelled and I have definitely not cancelled it myself”
Support unhelpful
25 reports · 12% of complaintssteady“NEVER CANCEL!! You get nothing back even with 1 months notice”
1 reader marked this review helpful on Trustpilot.
“stalled at payment as code sent to land line which does not have a screen.”
1 reader marked this review helpful on Trustpilot.
“I tried a week beforehand to cancel via the confirmation email using the HotelsOne site but couldn't get access.”
Overcharging
18 reports · 9% of complaintssteady“They charged $1702 for a 4 night hotel booking that if I went through the hotel would have been $1330.”
1 reader marked this review helpful on Trustpilot.
“However, the hotel charged me €402.60 due to incorrect tax calculation on HotelsOne's platform.”
1 reader marked this review helpful on Trustpilot.
“i had to pay for the whole booking upfront. that is ridiculous.”
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.