HOW IS HOTELS.COM RATED?
Breakdown
Customer Experience: 3.9/5
Search Options: 4.0/5
Value: 4.3/5
Additional Services: 3.8/5
Overall Rating: 4 / 5 (Very good)
Hotels.com is a great alternative for looking up hotels or alternative lodgings. Its website is somewhat disappointing, however, as its clumsy interface means that of its best offers won't even show up until careful examination of the page. However, its search engine is efficient, and its rewards program is strong and easy-to-understand. Moreover, Hotels.com's app is very well designed and greatly enhances the experience of using the booking site.
Breakdown
Customer Experience: 3.9/5
Search Options: 4.0/5
Value: 4.3/5
Additional Services: 3.8/5
Overall Rating: 4 / 5 (Very good)
Hotels.com is a great alternative for looking up hotels or alternative lodgings. Its website is somewhat disappointing, however, as its clumsy interface means that of its best offers won't even show up until careful examination of the page. However, its search engine is efficient, and its rewards program is strong and easy-to-understand. Moreover, Hotels.com's app is very well designed and greatly enhances the experience of using the booking site.
HOTELS.COM CUSTOMER EXPERIENCE
Customer Experience - 3.9 / 5
A solid customer service program and comprehensively detailed cancellation policy means Hotels.com customers should feel confident booking with them. Although the Hotel.com website isn't particularly easy to navigate, their app is a well built, reliable alternative. Hotel.com also accepts a variety of payment options—including gift cards—and book now, pay later offers with participating hotels.
Payment Options
- PayPal
- UnionPay
- Gift Cards
- Mastercard
- Visa
Customer Support
- FAQs
- 24/7 Support
- Email
- Phone
Ease of Use
No
Mobile App
Yes
Cancellation Policy
You can change or cancel your lodging booking either online under your Reservations when signed into your Hotels.com account, or by calling our customer services number 800-246-8357. You can change your guest name, bed type, smoking preference, special requests, accessibility options, room type, number of guests and travel dates at no charge to you by Hotels.com. Lodging suppliers may impose other change and/or cancellation fees. Charges vary by reservation, so please review your confirmation email for details. You agree to pay any supplier required cancellation or change fees that you incur. In limited cases, some hotels do not permit changes to or cancellations of reservations after they are made, as indicated in the rules and restrictions for the hotel reservation. You agree to abide by the terms and conditions imposed with respect to your prepaid hotel reservations. In the event that a hotel is unable to honor your booking, Hotels.com will not be liable for any cost incurred due to relocation. If you do not show for the first night of your reservation but plan to check-in for subsequent nights in the reservation, you must confirm the reservation with Hotels.com no later than the original date of check-in to prevent cancellation of the whole booking. If you do not confirm the booking changes with Hotels.com the whole booking may be cancelled and refunds will only be due to you in line with the Rules and Restrictions of the particular hotel, as notified in the booking process. These terms and conditions may not be changed by any unauthorized person, including employees of Hotels.com.
Transparency
- No Hidden Fees
- Guest Reviews
- Guest Rankings
Customer Experience - 3.9 / 5
A solid customer service program and comprehensively detailed cancellation policy means Hotels.com customers should feel confident booking with them. Although the Hotel.com website isn't particularly easy to navigate, their app is a well built, reliable alternative. Hotel.com also accepts a variety of payment options—including gift cards—and book now, pay later offers with participating hotels.
Payment Options
- PayPal
- UnionPay
- Gift Cards
- Mastercard
- Visa
Customer Support
- FAQs
- 24/7 Support
- Phone
Ease of Use
No
Mobile App
Yes
Cancellation Policy
You can change or cancel your lodging booking either online under your Reservations when signed into your Hotels.com account, or by calling our customer services number 800-246-8357. You can change your guest name, bed type, smoking preference, special requests, accessibility options, room type, number of guests and travel dates at no charge to you by Hotels.com. Lodging suppliers may impose other change and/or cancellation fees. Charges vary by reservation, so please review your confirmation email for details. You agree to pay any supplier required cancellation or change fees that you incur. In limited cases, some hotels do not permit changes to or cancellations of reservations after they are made, as indicated in the rules and restrictions for the hotel reservation. You agree to abide by the terms and conditions imposed with respect to your prepaid hotel reservations. In the event that a hotel is unable to honor your booking, Hotels.com will not be liable for any cost incurred due to relocation. If you do not show for the first night of your reservation but plan to check-in for subsequent nights in the reservation, you must confirm the reservation with Hotels.com no later than the original date of check-in to prevent cancellation of the whole booking. If you do not confirm the booking changes with Hotels.com the whole booking may be cancelled and refunds will only be due to you in line with the Rules and Restrictions of the particular hotel, as notified in the booking process. These terms and conditions may not be changed by any unauthorized person, including employees of Hotels.com.
Transparency
- No Hidden Fees
- Guest Reviews
- Guest Rankings
HOTELS.COM SEARCH OPTIONS
Search Options - 4.9 / 5
A variety of search options ensures that Hotels.com will be able to find the right room for customers at their desired rates. Thanks to special filter options such as neighborhood, landmarks, and theme/types, users can further customize their search results.
Amenities
- Airport Shuttle
- Childcare
- Parking
- Cribs Available
- Pool
- Beach
- Spa
- Free Wifi or High-Speed Internet
- On-Site Restaurant
- Gym
- Golfing
- Conference Room
- Complimentary Breakfast
- Pets Accepted
- Smoking Allowed
Type of Property
- Connecting Rooms
- Hotel
- Condo
- Private Vacation Home
- Apart-Hotel
- Bed & Breakfast
- Villa
- Hotel Resort
- Hostel/BackPacker Accomodation
Sorting Criteria
- Price
- Location
- Popularity
- Star Rating
Regional Specialization
No
Accessibility
- Accessible bathroom
- In-room accessibility
- Roll-in shower
Search Options - 4.9 / 5
A variety of search options ensures that Hotels.com will be able to find the right room for customers at their desired rates. Thanks to special filter options such as neighborhood, landmarks, and theme/types, users can further customize their search results.
Amenities
- Airport Shuttle
- Childcare
- Parking
- Cribs Available
- Pool
- Beach
- Spa
- Free Wifi or High-Speed Internet
- On-Site Restaurant
- Gym
- Golfing
- Conference Room
- Complimentary Breakfast
- Pets Accepted
- Smoking Allowed
Type of Property
- Connecting Rooms
- Hotel
- Condo
- Private Vacation Home
- Apart-Hotel
- Bed & Breakfast
- Villa
- Hotel Resort
- Hostel/BackPacker Accomodation
Sorting Criteria
- Price
- Location
- Popularity
- Star Rating
Regional Specialization
No
Accessibility
- Accessible bathroom
- In-room accessibility
- Roll-in shower
HOTELS.COM VALUE
Value - 4.3 / 5
Hotel.com's rewards program is practical and uncomplicated. One night off for each 10 nights booked, along with special member discounts, make it easy for customers to get the most out of using the site repeatedly. Hotel.com also features a price match guarantee, and has partnered with Capital One to offer a credit card to their more dedicated customers.
Rewards Programs
Hotels.com Rewards offers two main benefits: a 10 nights booked, one night off feature, and a secret deals feature. After booking more than 10 nights in a year, customers become a Silver members and get priority customer service, guaranteed room availability, and special offers. Booking more than 30 nights a year bumps customers to Gold membership, where they will receive exclusive offers from Hotels.com.
Discounts
Membership
Mobile-Exclusive Deals
Price Match
Yes
Value - 4.3 / 5
Hotel.com's rewards program is practical and uncomplicated. One night off for each 10 nights booked, along with special member discounts, make it easy for customers to get the most out of using the site repeatedly. Hotel.com also features a price match guarantee, and has partnered with Capital One to offer a credit card to their more dedicated customers.
Rewards Programs
Hotels.com Rewards offers two main benefits: a 10 nights booked, one night off feature, and a secret deals feature. After booking more than 10 nights in a year, customers become a Silver members and get priority customer service, guaranteed room availability, and special offers. Booking more than 30 nights a year bumps customers to Gold membership, where they will receive exclusive offers from Hotels.com.
Discounts
Membership
Mobile-Exclusive Deals
Price Match
Yes
HOTELS.COM ADDITIONAL SERVICES
Additional Services - 3.8 / 5
Hotel.com's packages make travel much more convenient, and its group booking feature offers excellent rates for groups planning weddings, meetings, or birthday parties. Hotel.com can bundle flights and activity reservations with your hotel booking, but does not offer car rental or train tickets.
Experiences
- Food & Drink
- Adventure tourism
- Sightseeing Tours
- Lessons
- History / Culture
- Tasting
- Sports
- Nature
- Family Friendly
- Day Trips or Excursions
Flight Booking
Yes
Car Rental
No
Train or Bus Tickets
No
Additional Services - 3.8 / 5
Hotel.com's packages make travel much more convenient, and its group booking feature offers excellent rates for groups planning weddings, meetings, or birthday parties. Hotel.com can bundle flights and activity reservations with your hotel booking, but does not offer car rental or train tickets.
Experiences
- Food & Drink
- Adventure tourism
- Sightseeing Tours
- Lessons
- History / Culture
- Tasting
- Sports
- Nature
- Family Friendly
- Day Trips or Excursions
Flight Booking
Yes
Car Rental
No
Train or Bus Tickets
No
COMPANY PROFILE
Full Name: Hotels.com
Company Website: https://www.hotels.com
Headquarters: 5400 LBJ Freeway Suite 500, Dallas, TX, 75240, USA
Full Name: Hotels.com
Company Website: https://www.hotels.com
Headquarters: 5400 LBJ Freeway Suite 500, Dallas, TX, 75240, USA