Hotels.com: Travel Booking

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insightsSign in

Join our next webinar, no camera needed

Hotels.com: Travel Booking

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Hotels.com: Travel Booking's key feedback

1

Refund Issues

Many users report difficulties in obtaining refunds or changing booking dates, even when the hotel itself is willing to accommodate changes. Approximately 15% of users seem to be affected by this issue, leading to frustration and financial loss.

I booked the wrong date and Hotels.com refused to refund or change it, costing me $300.

2

App Glitches

Users frequently experience technical issues with the app, such as glitches, crashes, and login problems, which hinder their ability to book or manage reservations. This affects about 10% of users, causing significant inconvenience.

The app keeps glitching and won't let me book or change my reservation.

3

Customer Service Challenges

A significant number of users find it nearly impossible to reach customer service for assistance, often being stuck with virtual agents that provide inadequate help. This issue affects around 12% of users, leading to dissatisfaction with the service.

Customer service was impossible to reach when I really needed them.

4

Misleading Pricing

Some users feel misled by the pricing displayed on the app, as additional fees and taxes are often not included in the initial price shown, affecting about 8% of users. This leads to unexpected costs upon arrival.

The app said fees and taxes were included, but I was charged extra at the hotel.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Booking.com
Booking.com receives mixed feedback, with users praising its ease of use and good deals, but many criticize poor customer service and issues with reservations not being honored. Users express frustration with hidden fees and lack of support when problems arise.

#2 RUNNER UP

Hotels.com: Travel Booking
Hotels.com: Travel Booking has a mix of positive and negative reviews. Users appreciate the app's ease of use, good deals, and rewards program, but some report issues with app functionality, customer service, and misleading pricing. The app is praised for its convenience but criticized for technical glitches and customer support challenges.

#3 Straggler

Expedia
Expedia is criticized for poor customer service and misleading bookings, with users reporting issues with reservations and refunds. Some users appreciate the competitive prices, but many express dissatisfaction with the app's functionality and customer support, leading to a negative overall perception.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Booking.com
#1 Users Choice
Booking.com receives mixed feedback, with users praising its ease of use and good deals, but many criticize poor customer service and issues with reservations not being honored. Users express frustration with hidden fees and lack of support when problems arise.
Hotels.com: Travel Booking
#2 Runner-up
Hotels.com: Travel Booking has a mix of positive and negative reviews. Users appreciate the app's ease of use, good deals, and rewards program, but some report issues with app functionality, customer service, and misleading pricing. The app is praised for its convenience but criticized for technical glitches and customer support challenges.
Expedia
#3 Straggler
Expedia is criticized for poor customer service and misleading bookings, with users reporting issues with reservations and refunds. Some users appreciate the competitive prices, but many express dissatisfaction with the app's functionality and customer support, leading to a negative overall perception.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Refund Issues
Users face significant challenges in obtaining refunds for incorrect bookings or cancellations, even when errors are promptly reported. The app's refund policy and customer service response are perceived as inadequate, leading to financial losses and frustration.
I accidentally booked the wrong date and was denied a refund despite contacting them immediately.
Customer Service AI
The reliance on AI for customer service is causing dissatisfaction due to its inability to handle complex issues effectively. Users express frustration with the lack of human interaction and the AI's failure to resolve problems satisfactorily.
I suspect they use AI for customer service, as I couldn't get a refund or change my booking date.
Booking Errors
The app is prone to booking errors, such as incorrect dates or overbooked hotels, which are not easily rectified. These errors result in users being charged for stays they cannot use, with little recourse for resolution.
I booked a room for specific dates, but the app changed them, and I couldn't get a refund.
Rewards Program
The current rewards program is criticized for being less beneficial than previous versions, with users feeling that the value of rewards has diminished significantly. This change has led to dissatisfaction and a perception that the program is no longer worth participating in.
The rewards program is useless now; you need to spend nearly $1000 to see maybe $20 in rewards.
App Glitches
Frequent app glitches, such as login issues and crashes, hinder the booking process and frustrate users. These technical problems disrupt the user experience and lead to missed bookings and lost reservations.
The app keeps crashing and won't let me sign in, making it impossible to book.
Misleading Pricing
Users report discrepancies between advertised prices and actual charges, with additional fees often appearing at check-in. This lack of transparency in pricing is seen as misleading and erodes trust in the app.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Refund Issues
Users face significant challenges in obtaining refunds for incorrect bookings or cancellations, even when errors are promptly reported. The app's refund policy and customer service response are perceived as inadequate, leading to financial losses and frustration.
Customer Service AI
The reliance on AI for customer service is causing dissatisfaction due to its inability to handle complex issues effectively. Users express frustration with the lack of human interaction and the AI's failure to resolve problems satisfactorily.
Booking Errors
The app is prone to booking errors, such as incorrect dates or overbooked hotels, which are not easily rectified. These errors result in users being charged for stays they cannot use, with little recourse for resolution.
Rewards Program
The current rewards program is criticized for being less beneficial than previous versions, with users feeling that the value of rewards has diminished significantly. This change has led to dissatisfaction and a perception that the program is no longer worth participating in.
App Glitches
Frequent app glitches, such as login issues and crashes, hinder the booking process and frustrate users. These technical problems disrupt the user experience and lead to missed bookings and lost reservations.
Misleading Pricing
Users report discrepancies between advertised prices and actual charges, with additional fees often appearing at check-in. This lack of transparency in pricing is seen as misleading and erodes trust in the app.

Quotes of the week

Hear from some of the most impactful users to drive changes

I made a reservation for Chesapeake, tried to switch or cancel for a refund, but my money was not returned. They took $127.35 out of my account without me staying there.
Erica757
The app keeps glitching and won't let me book stays. It says my email is not valid, and I can't change it. The recent update made it worse.
Wknd traveler
I booked a hotel through Hotels.com, but when I arrived, they didn't have my reservation. They said it was Hotels.com's fault for overbooking. Never using this site again.
Pythodog

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
I made a reservation for Chesapeake, tried to switch or cancel for a refund, but my money was not returned. They took $127.35 out of my account without me staying there.
Candice Wu
App Store
The app keeps glitching and won't let me book stays. It says my email is not valid, and I can't change it. The recent update made it worse.
Kelly Williams
Google Play
I booked a hotel through Hotels.com, but when I arrived, they didn't have my reservation. They said it was Hotels.com's fault for overbooking. Never using this site again.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy