Hotels.com

Name: Hotels.com
Rating: 4.6

4.6

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26 User Reviews

5.9

Overall Score

Visit Site

4.6

star star star star star_half

26 User Reviews

5.9

Overall Score

Visit Site

The Good

The Bad

Bottom Line

Reviews

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Author: Kalicia Bateman

LAST UPDATED: December 28th, 2020

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The Good

Savings on room rates
Rewards program

Savings on Room Rates

Hotels.com has relationships with over 290,000 properties in 60 countries, so one can expect to find a room pretty much anywhere that they travel. It is important to remember that using third-party sites has both benefits and risks. The benefit of using a site such as Hotels.com to book your travel is that you may save significantly on the room rate as well as the convenience of doing comparison shopping in one place rather than visiting and keeping track of the terms, prices, etc. for hotels in the area which you will be visiting. The risks involved are in the realm of when using a third party site, changes and cancellations are potentially challenging due to the fact that when/if one needs to make a change or cancellation, the traveler may feel like a human ping pong ball being bounced between the hotel and the third party site - in this case - Hotels.com.

Rewards Program

Hotels.com has many positive benefits to using their service, such as:

Rewards program (earn one free night after staying a total of ten nights)
Ability to research the area
Comparison between properties
Ability to book rooms over the phone or online
24/7 customer service

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The Bad

Customer complaints

Customer Complaints

On the flip side, upon researching Hotels.com, there are a few issues which should be noted. There are many complaints from consumers listed about Hotels.com. It is important to note that the motivation for people writing reviews is strongly skewed to those having had a negative experience. People do not usually write letters of a congratulatory nature for services which were rendered at or even above their expectation. There are a few common themes which are in many of the reviews - changes in charges, room not available, or quality of the room booked. Each of these is potentially troublesome and nothing that one would want to willingly volunteer for.

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The Bottom Line

We give Hotels.com a mixed review. This company does a very high volume of business annually and their website is cutting edge in the ability to streamline searches and find what you are looking for. However, the hundreds of complaints against and about Hotels.com and their commonalities cause us to suggest caution at this time. For those who know exactly what they are looking for and a absolutely certain that they will not have need to change or cancel their stay, the discounts offered by Hotels.com may be worth your time and efforts. We do suggest the practice of always verifying your reservation with the property however, which is a good practice regardless of the company - third party booking or not.

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User Reviews

Star Rating

4.6

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26 Reviews

Review Breakdown

5 grade

69%

4 grade

23%

3 grade

2 grade

1 grade

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Mike Ika West Valley City, UT

I booked a hotel using hotels.com 02/02-02/05. Hotel rooms were cheaper using this website compared to others. I had no problems checking in or checking out. I found the website easy to use however I thought it was hokey to have to sign up on line to receive their “secret price.” Overall though my experience using this website to book my hotel was very easy.

6 years ago

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Zabsanti Amite, LA

Hotels.com has been a reliable source for finding a good price hotel. Once before, a hotel claimed that there were no rooms left for a specific date. The website found a room that we later booked that was from the same hotel and for a better price for the same day.

6 years ago

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Eddie Rios Ogden, UT

Hotels.com has a superior insider look at hotel rates and availability. I have been extremely satisfied with the booking made on this site. No issues and their web platform is intuitive to use. Nothing but accolades for this service. Could not be easier or more fruitful.

6 years ago

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Mark Frogley Phoenix, AZ

I used this site to book a hotel for my anniversary. I wanted a specific room that I couldn't find on their website so I called them up and the woman I spoke with was phenomenal! She went above and beyond do get me what I needed.

8 years ago

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Cassidy Gundersen Orem, UT

I enjoy the rewards I get booking with Hotels.com and almost always they have the cheapest options for hotels. My family loves traveling and we have earned many free nights using hotels.com. If you travel a lot- I would suggest using hotels.com.

8 years ago

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Tiffany I Gaithersburg, MD

Booked my last three hotels with this site. I love that I gain rewards for each nights stay - along with earning points with the individual hotel company. Easy to use and great cancellation policy.

6 years ago

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Shari Evers Lehi, UT

I feel like I am traveling constantly for my kids sports. Hotels.com is what I always use to book. They have great discounts and a loyalty program. I just earned a free night! Yay

8 years ago

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Eric Gagnard Dallas, TX

Hotels really makes finding and booking that right hotel a million times easier. Lays out your options for you depending on all of your specifications

6 years ago

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Trevor Woller Beaverton, OR

They have the best mobile app in the industry. I also love their rewards program - it's very simple. Every 10 nights you book with them, you get a free night and it's very easy to redeem.

8 years ago

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Katlyn Hockman Houston, TX

They always provide you with the lowest prices and the best rooms available. Their website is so easy to use and never fails.

6 years ago

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Jamie Neider Kaysville, UT

We recently planned a trip to Europe and used hotels.com to book our various stays. It was easy to navigate the site and had great prices.

6 years ago

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Shawnda Damole

My experience with them has been very positive. For every trip I have taken, where I had to find my own hotel, I have always found a great deal.

7 years ago

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Trent Allen Queen Creek, AZ

Easy to navigate. We found deals on this site that we could not find on other sites. Everything went smooth at the resort. Will use again.

8 years ago

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Jo Rosario Anchorage, AK

I definitely love the points. It gives you lots of selections in the search engine with even great discounts!

6 years ago

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Natalia Correa MDTribe Tallahassee, FL

Hotels.com is awesome to get discounted prices for hotel rooms. They are super easy to use and work with!

6 years ago

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Hallieford Arlington, TX

Hotels is great for finding all the hotels in the area. The free night rewards add up too!

6 years ago

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Gumersindo obregon jr

Easy to use, good site great deals overall i would recommend

7 years ago

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Don Burleson

Excellent. Always helps me find deals where ever i am. Earns free nigjts

7 years ago