Hotels.com
by Hotels.com L.P. · Travel & Navigation · Trip Planning & Reviews
Book hotels worldwide with member pricing and earn rewards on every stay.
Quick Answer: Hotels.com has a verified Real Score of 3.8/5 based on 47,250 verified reviews, compared to its App Store rating of 4.7/5. Mixed reviews from verified users.
Real Score vs App Store Rating
App Store Rating
Includes unverified reviews
Verified Real Score
Based on 47,250 verified reviews
Gap Alert: Hotels.com's App Store rating is 0.9 points higher than its verified Real Score. This suggests that some store reviews may be inflated by fake or incentivized ratings.
Pros & Cons
What Users Love
- Member pricing offers real discounts
- Rewards program earns free nights
- Wide hotel selection
- Price match guarantee
Common Complaints
- Rewards program changed for worse
- Hidden fees at some properties
- Customer service can be slow
- App notifications are excessive
Verified Reviews (20)
Member prices are genuinely lower
Creating a free account and getting member pricing consistently saves 10-15% over public rates. No reason not to sign up. Some of the best hotel prices I find.
Rewards program got worse
The old rewards program where you got 1 free night after 10 stays was amazing. The new stamp-based system is confusing and less generous. Miss the old program.
Good selection of unique hotels
Hotels.com has a great selection of boutique and unique properties alongside the big chains. The curated collections help find interesting stays.
Secret prices are real savings
The secret prices only visible to app users are legitimately discounted. Found multiple hotels 20%+ cheaper than the standard website rate.
Resort fees not shown upfront
Booked a hotel showing $150/night. At check-in there was a $45 resort fee not shown in the app. Total was $195/night. Hotels.com should show all mandatory fees.
Price match saved me $80
Found the same hotel cheaper on another site and Hotels.com matched it. The price match process was straightforward through the app. Saved $80 on a 4-night stay.
Filter by amenities is thorough
The amenity filters (pool, gym, pet-friendly, parking, etc.) are more detailed than most competitors. Can narrow down to exactly what I need quickly.
Customer service needs improvement
Had an issue with a booking and spent 40 minutes on hold. When I finally reached someone they were helpful but the wait is unacceptable.
Been loyal for years
Using Hotels.com for all my hotel bookings for 5 years. The accumulated rewards have given me multiple free nights. Consistency pays off with this app.
Notifications are relentless
The push notifications are too frequent and too aggressive. Deal alerts, price drops, recommendations... I get 5+ notifications daily. Tone it down.
Guest reviews are helpful
The verified guest reviews are detailed and include ratings for cleanliness, service, and comfort separately. More useful than a single score.
Free cancellation is standard
Most bookings come with free cancellation which is essential for flexible travel plans. The cancellation policy is clearly displayed for each listing.
Same Expedia group, similar issues
Hotels.com is owned by Expedia so many of the same issues exist - customer service challenges, hidden fees, upselling. The rewards program is the differentiator.
Last minute deals are genuine
The tonight-only deals for same-day check-in are genuinely discounted. Found a 4-star hotel at 50% off for a spontaneous overnight. Great for flexible travelers.
Map search is well done
The map view with price bubbles makes it easy to find hotels in the right location at the right price. Visual search is much better than list scrolling.
Photos can be misleading
Some property photos are clearly old or heavily staged. Guest photos in reviews are more trustworthy. Always scroll to see real guest images.
Good for extended stays
Extended stay discounts and weekly rates make Hotels.com competitive for longer trips. Found great monthly rates that were cheaper than short-term rentals.
Easy rebooking if plans change
Changed my travel dates twice and rebooking through the app was painless both times. Free cancellation made it stress-free. Flexibility is well handled.
Competing in a crowded market
Hotels.com, Booking.com, Expedia... theyre all similar at the core. Hotels.com rewards program was the differentiator but after the changes its less compelling.
Solid hotel booking app
Nothing groundbreaking but consistently reliable for finding and booking hotels. The prices are competitive and the app works smoothly. Gets the job done.
Showing 1-20 of 12,847 reviews
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Last updated: April 2026