The Pros and Cons of Using Hotels.com for Your Next Trip

As you consider booking your next trip, you may be weighing whether to use a travel website like Hotels.com or go directly through hotels and airlines. Hotels.com, one of the largest hotel booking sites, offers competitive rates and package deals that can save you time searching multiple sites. However, there are some downsides to using a third-party site versus booking direct. Before you book your next hotel through Hotels.com, consider these pros and cons to determine if it’s the right choice for your travel needs. With some strategic booking, you can take advantage of the benefits while avoiding the potential pitfalls. A little research upfront may lead to a smoother trip overall with fewer surprises upon checking in.

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How Hotels.com Works

To book your hotel through Hotels.com, simply enter your destination and travel dates on their website or mobile app. Hotels.com partners with over 350,000 hotels worldwide, ranging from major chains to independent properties.

Once you enter your trip details, Hotels.com will provide a list of available hotels based on:

Hotel star ratings – From budget-friendly 1-star to luxury 5-star hotels and everything in between.
Price – You can filter results by a maximum nightly rate. Hotels.com offers price matching to ensure you get the best deal.
Location – Choose a hotel in the neighborhood you prefer, whether it’s near top attractions, the airport, or city center.
Amenities – Filter by amenities such as free Wi-Fi, parking, fitness centers, pools, and more.

When you find a hotel you like, you can book it immediately using either your credit card or Hotels.com gift card and you’ll receive an instant confirmation. Hotels.com also offers price matching up to 24 hours after booking if you find a lower rate for the same hotel and travel dates.

Within 24 hours of your check-in date, you should receive an email with hotel details like the address, check-in/out times, and cancelation policy. Once you arrive, simply check in at the front desk – your reservation details will be on file. If any issues arise during your stay, Hotels.com’s 24/7 customer service can help resolve them.

Overall, Hotels.com aims to take the hassle out of booking a hotel so you can focus on enjoying your trip. With competitive rates, a huge selection, and helpful features, Hotels.com is a very useful service for both business and leisure travelers.

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The Hotels.com Rewards Program: Worth Joining?

To determine if Hotels.com’s rewards program is worthwhile, you’ll want to consider the key benefits and potential downsides.

On the plus side, the Hotels.com Rewards program is free to join and easy to use. For every 10 nights you book through them, you earn 1 free night’s stay at the average price of the 10 nights. This can translate into good value, especially if you frequently book mid-range or higher-end hotels. Your free night certificates are valid at over 325,000 hotels worldwide with no blackout dates.

However, there are a few negatives to keep in mind. First, you only earn rewards on the room rate – additional charges like taxes, fees, and ancillary purchases do not count toward the 10 nights. Second, the rewards nights expire after 12 months, so you need to redeem them within a year of issue. Finally, the program is not very flexible; you can only use the free night certificates for a standard room and they cannot be combined for an upgraded room type or split between multiple nights.

In summary, if you regularly book hotel stays through Hotels.com and take advantage of the rewards nights before they expire, the program can be quite valuable. However, for infrequent travelers or those wanting more flexibility in redemptions, the Hotels.com Rewards program may not be the most compelling option. As with any loyalty program, you need to weigh the benefits versus your own needs and travel habits.

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Hotels.com App: Convenient but Glitchy

Convenience and Connectivity

The Hotels.com app provides a convenient way to book and manage your hotel reservations on the go. You can easily search for hotels, compare rates, and book rooms directly through the app. Once you’ve booked, you can view or modify your reservation details, and even check in and access your hotel room using the digital key feature, all without having to visit the front desk. For frequent travelers, the app can save time and hassle.

However, some users report that the app can be glitchy at times, especially when attempting to check in or access their digital room key. The geolocation features don’t always work properly, and the loading screens are known to freeze up. There is also no customer support access directly through the app, so if you encounter issues, you have to call the general Hotels.com support line. For many, the convenience factors outweigh these occasional annoyances, but you should be aware of the potential for technical difficulties.

Personalized Recommendations

The Hotels.com app provides customized hotel recommendations based on your search history, preferences, and loyalty program membership. The more you use the app, the better tailored the recommendations become. This can be helpful for frequent travelers or those who prefer a certain hotel chain or location. However, some find the recommendations rather generic, especially when first using the app. The personalization features may take time to really become useful based on your unique tastes and needs.

Rewards Program Integration

If you belong to the Hotels.com Rewards loyalty program, you can view your rewards balance, tier status, and redemption options directly within the app. Every 10 nights booked through Hotels.com earns you one free night, so for frequent users, the ability to track your rewards progress on the go can be valuable. However, some members report that reward points and free night redemptions don’t always appear promptly in the app, requiring them to check with the main Hotels.com website to ensure the proper credits and benefits. For the most accurate view of your rewards account, it may be best to rely on the full site.

In summary, while the Hotels.com app does provide useful functionality for on-the-go travelers, the connectivity and personalization features can be inconsistent. For the most reliable booking and reservation management experience, the Hotels.com website is still your best option. The app serves as a convenient backup, but you may encounter some technical difficulties from time to time.

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Customer Service: Hit or Miss

Inconsistent Response Times

Hotels.com’s customer service response times can vary greatly depending on the time of year and channel you use to contact them. During peak travel seasons and holidays, hold times to speak with a live agent on the phone can be quite long. Email response times also slow down, sometimes taking 2-3 business days for a reply. However, during off-peak periods, you may connect with a phone agent right away and receive an email response within 24 hours.

Knowledge Level Fluctuates

The knowledge and experience level of Hotels.com’s customer service representatives appears to differ between agents. Some agents demonstrate an in-depth understanding of Hotels.com’s policies and services as well as the hotel industry in general. They are able to quickly resolve complicated issues. Other agents seem less familiar with these areas and may provide inaccurate information or have trouble addressing more complex concerns.

Resolution Success Depends on Agent

Your success in getting an issue resolved often comes down to which customer service agent you end up speaking with. Some representatives will go above and beyond to rectify problems and ensure you have a positive experience. Others strictly adhere to company policies and may be unwilling to make exceptions or provide additional compensation, even when the situation warrants it. You may need to speak with a manager to find resolution in these cases.

Offer of Additional Discounts and Credits

On a positive note, Hotels.com’s customer service team frequently offers account credits, discount codes, and other perks as a courtesy for any inconvenience you experience or to encourage you to give them another chance. The amounts vary but can range from 10-25% off your next booking to a free night’s stay at one of their partner hotels. These goodwill gestures often make up for any disappointment with their service and inspire continued loyalty and bookings.

In summary, while Hotels.com aims to provide helpful and efficient customer support, their actual service experiences are rather unpredictable. Their response times, agent knowledge, problem-solving abilities, and compensation offers are inconsistent. With some patience and persistence, you can receive good service and resolution, but there is always a possibility of frustration in your interactions with them.

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Hotels.com Price Match Guarantee: Does It Really Save You Money?

Hotels.com’s price match guarantee promises to match lower rates found on other sites for the same hotel room. However, there are a few things to consider before assuming you’ll save money by booking through Hotels.com.

The Fine Print Matters

Read the full terms and conditions of the price match guarantee to understand exactly what’s covered. Key things to note:

The lower rate must be for the exact same room type, dates, and policies. Slight differences in amenities, cancelation options, or other factors disqualify the rate from matching.
The lower rate must be available to the general public. Unadvertised or membership rates are excluded.
You must submit your price match request before booking with Hotels.com. Retroactive price matching is not allowed.
The lower rate must be in the same currency as your Hotels.com booking. Foreign exchange rates are not taken into account.

Do Your Own Price Comparison

Don’t assume Hotels.com always has the lowest rates for a given hotel. Do a broad price comparison of your own across multiple sites to find the best available deal. Some sites that may beat Hotels.com’s rates include:

The hotel’s own website. Many hotels offer special rates or packages on their site not found on third-party sites.
Discount travel sites like Expedia, Travelocity, and Kayak. Compare across multiple sites for the best rate.
Flash sale sites like Groupon Getaways and Living Social Escapes. These sites offer limited-time deals that often can’t be beat.
Student travel sites like STA Travel if you have a valid student ID. These sites give students access to exclusive lower rates.

You May Get a Better Deal by Bundling

If you need to book a rental car or flight in addition to your hotel, you may save more money by bundling everything together on a site like Expedia or Kayak. Their bundling features often discount the total package price. Hotels.com currently does not offer bundling for airfare and car rentals.

In summary, while Hotels.com’s price match guarantee aims to provide the lowest rates, there are several loopholes and other sites that may offer an even better deal for your hotel booking. Do thorough research across all options before you book to make sure you get the best rate possible.

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Hidden Fees to Watch Out For

When booking with Hotels.com, be aware of potential hidden fees that may increase the total cost of your stay.

Resort Fees

Many hotels charge mandatory resort fees for amenities like WiFi, pool access, and gym use. Hotels.com includes resort fee details in the total price, but some properties don’t disclose fees upfront, so the final bill may be higher than the initial booking price. Call the hotel directly to inquire about any additional resort or facility fees before you book to avoid surprise charges.

Parking Fees

If you plan to drive and park at the hotel, expect to pay a nightly parking fee, especially in city centers and at airport hotels. Fees typically range from $10 to $50 per night. Some hotels offer self-parking at a lower cost than valet. Compare rates at nearby off-site parking lots and garages as well, which may charge less.

Damage Fees

Though rare, some guests report being charged damage fees at check-out for issues in the room that were pre-existing. Take photos or video of any damage, stains or marks in the room when you first check in to dispute unjustified charges. Politely explain the evidence to the front desk to have the fees waived.

Pet Fees

If you’re traveling with a pet, you’ll likely incur one-time pet fees, charged per pet. Fees usually range from $25 to $200 for the duration of your stay to cover the cost of deep cleaning the room after you check out. Some properties charge pet rent as well, from $10 to $75 per night. Inquire about all pet-related fees when booking to budget appropriately.

By being aware of these potential hidden costs and taking proactive steps, you can avoid unwelcome surprises on your final bill from Hotels.com. Carefully checking for resort fees, comparing parking options, documenting room conditions, and inquiring about pet charges in advance will help ensure your booking price is truly the total price for your hotel stay.

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Best Hotels.com Coupon Codes and Discounts

When booking with Hotels.com, take advantage of coupon codes and discounts to save on your hotel stay. Here are some of the best current offers:

Hotels.com Rewards Discount

As a member of the Hotels.com® Rewards program, you’ll receive an extra 10% off select hotels. Join for free and after your 10th night, you’ll automatically get upgraded to Gold status which provides the discount along with other perks like late checkout. This is a straightforward way to knock a chunk off the total cost of your trip.

Student Discounts

If you’re currently enrolled in college, university or another higher education program, you may be eligible for a student discount of up to 30% off. Provide proof of enrollment when booking on Hotels.com and the savings will be automatically applied if available for your selected hotel. Some restrictions may apply during peak seasons or at certain properties.

Hotels.com Gift Cards

Purchase a Hotels.com gift card to use for a future booking and you’ll receive a bonus gift card worth 5-10% of the amount you load. For example, buy a $200 gift card and you’ll get an extra $10 or $20 to spend on your trip. Gift cards can be used on any hotel stay as long as it’s booked through Hotels.com. They make wonderful gifts but are also ideal if you want to prepay for your own vacation.

Seasonal Coupons

Be on the lookout for coupons offered around major holidays like Black Friday, Cyber Monday and Travel Tuesday. Hotels.com frequently releases limited-time promo codes during these events for up to 50% off hotels. They’ll post the latest deals and discounts on their website, social media channels and marketing emails. Act quickly before the best offers sell out.

With some savvy saving strategies, you can knock a significant amount off the cost of your hotel booking with Hotels.com. Keep hunting for the latest promo codes and sales, and you’ll be relaxing in your discounted room in no time.

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Hotels.com vs. Booking.com: Which Is Better?

Price Comparison

When comparing Hotels.com and Booking.com, one of the biggest factors for most travelers is price. In general, Hotels.com and Booking.com offer similar rates for the same properties. However, there are a few differences to keep in mind:

Hotels.com frequently runs coupon codes and promo codes for 10-15% off hotel bookings. They also regularly offer discount gift cards you can use on future bookings. Booking.com does not typically offer as many promo codes or coupons for hotel reservations.
Booking.com’s rates often include small fees like service fees or cleaning fees upfront, while Hotels.com’s initially displayed rates do not always include these additional charges. Be sure to check the total price at checkout to avoid surprise fees.
Both sites offer loyalty programs where you can earn free nights after a certain number of paid nights. Hotels.com’s program requires 10 nights to earn 1 free night, while Booking.com’s Genius program requires 5 nights. The value of the free nights depends on the type of property.

Cancelation Policy

Before booking with either site, carefully review the property’s cancelation policy. Each property sets its own terms for deposits required and how far in advance you need to cancel to receive a full or partial refund. In general:

Most properties on both sites allow free cancelation within 24-48 hours of booking for a full refund. Some properties require a longer timeframe, up to a week for full cancelation.
After the initial free cancelation period, you may face penalties of one night’s room charge or forfeiture of your deposit. Cancelation policies get stricter the closer you are to your check-in date.
A small percentage of properties on both Hotels.com and Booking.com are non-refundable. You would not receive any refund for canceling these bookings for any reason. Only book a non-refundable rate if you are 100% sure of your plans.

In summary, while Hotels.com and Booking.com are quite comparable in their hotel offerings and rates, some differences in promo codes, upfront pricing, loyalty programs, and cancelation policies are worth noting before you book your next stay. Evaluate what factors matter most to you and choose the site that best fits your needs. With some deal-hunting, you can often find the best price on either site.

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FAQs About Hotels.com

How does Hotels.com work?

Hotels.com operates as an online travel agency that allows customers to book hotel rooms at discounted rates. They work with over 325,000 hotels worldwide to provide travelers accommodation options ranging from budget-friendly basics to luxury suites.

Are there any additional fees when booking through Hotels.com?

Hotels.com does not charge any additional booking fees for making a reservation through their website or mobile app. The price you see is the price you pay. They earn a commission from the hotels for facilitating the bookings, so they are able to offer competitive rates to customers. Some hotels may charge additional fees like resort fees or parking fees, but Hotels.com is transparent about any additional charges before you complete your booking.

No change or cancelation fees
Price match guarantee – if you find a lower publicly available rate within 24 hours of booking, Hotels.com will match the price and discount your stay by 10%

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Can I earn or redeem any rewards or loyalty points?

Yes, Hotels.com has a rewards program called Hotels.com® Rewards that allows members to earn free nights. For every 10 nights you stay at eligible properties, you get 1 free night. Rewards nights have no blackout dates and no expiration. You can also link a credit card to earn additional points on your stays. Rewards points and free nights can only be redeemed through the Hotels.com website or mobile app.

(*Free night does not include taxes and fees.)

What kind of payment methods are accepted?

Hotels.com accepts all major credit cards including Visa, Mastercard, American Express, and Discover. They also accept PayPal for payment. Most hotels will require a credit card at check-in to cover any additional charges or deposits. It is a good idea to check with the specific hotel regarding their payment and cancelation policies before completing your booking.

In summary, Hotels.com aims to take the hassle out of booking hotel rooms by providing a one-stop shop for travelers to find and reserve accommodation at competitive prices. Their rewards program and various payment options add extra value and convenience to the overall experience. By being upfront and transparent in their business model and rates, Hotels.com has become a trusted source for hotel bookings worldwide.

Conclusion

In summary, Hotels.com offers some attractive benefits for budget-conscious travelers looking to book hotel rooms and save money on their next trip. With a large inventory of hotels at variable price points and an easy-to-use interface, you’ll have plenty of options to choose from. However, for those wanting more premium travel experiences, the lack of high-end properties and limited loyalty program may be disappointing. As with any travel website, be sure to read recent reviews from other customers to set proper expectations before booking to avoid unwanted surprises at check-in. For simple, affordable hotel bookings, Hotels.com can be a useful tool in a traveler’s arsenal. But for a truly memorable, luxury getaway, you may need to look beyond the site’s basic offerings. With some strategic searching, you can find the right balance of quality and savings for your next adventure.