Hotels.com Review

82 / 100 GO

About Hotels.com

One of the world’s largest hotel booking platforms for hotels, apartments, resorts, and more
Global coverage: 500,000+ properties, 200+ countries, 40+ languages
No Hotels.com booking fees, price guarantee, flexible cancellation on many options
Trustpilot rating 4.1, App Store 4.7 (2025)
24/7 multilingual customer support
App for booking, managing trips, and Hotels.com Rewards

GoNoGo 100-Point Framework Breakdown

Regulatory Compliance

12/12

Complies with EU/UK/US consumer protection, GDPR, and travel regulations.

Customer Satisfaction

17/23

Trustpilot 4.1, App Store 4.7 (2025). Praised for selection and rewards, some complaints about refunds and support.

Product Value

18/20

No booking fees, price guarantee, Rewards discounts, but some prices vary by region.

Innovation

9/12

App features, flexible cancellation, Rewards program, but fewer unique perks than some rivals.

Security

9/9

Strong data protection, secure payments, GDPR compliance, and privacy controls.

Accessibility

8/9

Website and app accessible, multi-language, but some accessibility gaps reported.

Sustainability

4/5

Eco-friendly hotel options, public sustainability commitments, carbon offset info.

Additional Features

4/10

Hotels.com Rewards, travel guides, but fewer extras than some rivals.

Key Strengths

Huge global choice of hotels, apartments, and resorts
No booking fees and flexible cancellation on many listings
Hotels.com Rewards discounts and price guarantee
24/7 multilingual customer support
Highly rated app for booking and managing trips

Key Concerns

Refunds and support can be slow for some bookings
Prices can vary by region and currency
Some listings have hidden fees or unclear policies
Not all properties are verified or reviewed in detail

Features

Book hotels, apartments, resorts, and more
Hotels.com Rewards programme for discounts and perks
Flexible cancellation and no booking fees on many options
24/7 customer support and multi-language app
Eco-friendly hotel options and carbon offset info
Price guarantee and secure payments

Fees & Charges

Service	Fee
Booking Fee	£0.00 (most bookings)
Cancellation Fee	Varies by property
Payment Processing	Included in price

Most bookings have no fee. Cancellation and other charges depend on the property. See Hotels.com for details.

App Ratings

Apple App Store

4.7 (2025)

Google Play Store

4.6 (2025)

User Comments

Positive Trustpilot

Easy to use, great selection of hotels, and flexible cancellation. My go-to for hotel bookings.

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Positive App Store Review

The app is fast and easy to use. Love the Rewards discounts and instant booking confirmations.

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Neutral Google Play Review

Good variety but some listings have hidden fees. Support can be slow to respond.

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Negative Trustpilot

Had issues with refund delays and poor customer service on one booking.

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Negative App Store Review

App sometimes crashes and some prices change at checkout.

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