Verithiathe honest score on any app
Updated July 2026 · real, multi-region App Store reviews
Head-to-head

Hotels.com vs Booking.com

Hotels.com 4.8★ · Free to download 60
Winner Booking.com
Booking.com 4.8★ · Free to download 75

Booking.com generally offers a more reliable booking experience with better customer service, despite some issues, while Hotels.com struggles with app performance and customer support.

Full reviews: Hotels.com · Booking.com

Booking.com edges out Hotels.com due to more consistent booking experiences and better customer service, even with some reported issues. Hotels.com users frequently complain about slow app performance, expired rewards, and difficulty reaching human support, leading to frustration and booking problems.

Head to head

Features edge: Booking.comR1R2R4R5
Hotels.com Hotels.com offers a rewards program, but many users report that these rewards often expire or are perceived as fake, with higher prices being offered instead R1R4. Some users appreciate the ability to find good hotel options and locations R2R5.
Booking.com Booking.com is praised for its ease of use in finding and booking deals R68R98. It also offers options for booking flights, rooms, and extras, including homes, which some users prefer over hotels . However, some users dislike how the 'favorites' feature automatically creates new lists for each town .
Ease of Use edge: Booking.comR1R3R25R33
Hotels.com Many Hotels.com users report significant issues with the app's speed, describing it as "slowest app ever" R1R3. There are also complaints about the app changing dates automatically and making it difficult to find a phone number for support R25. Logging in after updates can also be problematic R33.
Booking.com Booking.com is generally considered easy to use and navigate R68R98. Users appreciate the straightforward booking process and the ability to find good options quickly . However, some users have trouble logging in due to errors on Booking.com's end .
Reliability tieR7R22R31R37
Hotels.com Hotels.com users report frequent problems with reservations not being found by hotels, pending payments without confirmation, and issues with room selection and refunds R22R31R37. Some users also claim that reviews are hidden or manipulated R7.
Booking.com Booking.com users experience issues such as double bookings, cancellations by hosts, and reservations not being honored . There are also reports of fraudulent listings and hotels being falsely misrepresented . Despite these issues, many users find Booking.com reliable for finding stays and appreciate options like free cancellation .
Price/Value edge: Booking.comR1R12R19R47
Hotels.com Some Hotels.com users feel that prices are often inflated, especially when compared to booking directly with the property R1R12R19. There are also complaints about hidden charges like parking fees R47 and promotional codes not being accepted .
Booking.com Booking.com is often praised for offering good deals and competitive prices R68R98. However, users frequently report unexpected foreign transaction fees when prices are shown in USD but charged in Euros R83. Some also find that prices shown do not include final fees and taxes R63.
Support edge: Booking.comR10R13R16R22
Hotels.com Hotels.com receives numerous complaints about its customer service, with users struggling to reach a live person and encountering unhelpful chatbots or phone trees R13R16R23R25. Many report that Hotels.com does not assist when problems arise with hotel bookings or refunds R10R22.
Booking.com Booking.com's customer service receives mixed reviews. Some users report excellent and responsive support , while others describe it as terrible, rude, and unhelpful, especially with refunds or cancellations . There are also reports of being hung up on by representatives .
Pick Hotels.com if

You prioritize a rewards program, even if its benefits are sometimes questioned, and you are comfortable with potentially slower app performance and less direct customer support R1R4R5.

Pick Booking.com if

You value an app that is generally easy to use for finding and booking various types of accommodations, often with competitive pricing, and you need a broader range of travel booking options beyond just hotels R68R98.

Evidence note: Both apps have a significant number of negative reviews, particularly concerning customer service and booking issues. While Hotels.com's negative reviews often focus on app performance and inability to reach human support, Booking.com's negative reviews frequently highlight issues with fraudulent listings, unexpected charges, and unhelpful support for complex problems. The lifetime ratings are very close (4.79 for Hotels.com vs 4.84 for Booking.com), suggesting that while both have strong points, recent user experiences reveal common frustrations.

Frequently asked

Which app is faster for booking hotels?
Booking.com is generally considered faster and easier to use for booking, as Hotels.com users frequently report its app running slow and being frustrating R1R3R68R98.
Do Hotels.com and Booking.com have good customer service?
Booking.com has mixed reviews for customer service, with some users praising it as excellent and responsive while others describe it as terrible and unhelpful, especially for refunds or complex issues ; Hotels.com consistently receives complaints about difficulty reaching human support and unhelpful chatbots R13R16R23R45.
Are there hidden fees when booking with these apps?
Yes, both apps have reports of hidden or unexpected fees; Hotels.com users mention undisclosed parking fees R47 and higher prices than booking direct R19, while Booking.com users frequently report unexpected foreign transaction fees when prices are shown in USD but charged in Euros R83, and final fees and taxes not being included in initial prices R63.

What reviewers actually said

Built only from these 120 real reviews (foreign ones translated). Superscripts jump to the quote here. Apple has no per-review links, so [ref] opens that app's reviews on the App Store.

  1. [R1] Hotels.com 1/5 · US Slowest App Ever!: Don’t download the app it’s frustrating and a joke. It offers rewards that are fake and only rewards themselves by offering higher prices. Use this site on your browser to book anything. The app is the slowest app of all apps. My Motel 6 booking on 7/7/26 was denied due to the kiosk being down. Motel 6 no longer has real reps on site. I would avoid Motel 6 altogether. I got refu
  2. [R2] Hotels.com 5/5 · US Location: Hotel nice a very friendly check in, great great location. Music in the park is less than 10 minutes and very nice area.
  3. [R4] Hotels.com 1/5 · US All rewards expired: Never using the app again
  4. [R5] Hotels.com 5/5 · US Hotel.com: I always use this app and it never disappoints
  5. [R3] Hotels.com 3/5 · US Slow App: I have been using this app for several years now with no issues up until recently, I have an iPhone 17 Pro Max and have all iOS updates and the app’s updates. It has been running slow for a month or so and I have already deleted the app and installed it again.
  6. [R25] Hotels.com 1/5 · US I hate this app!: I cannot stand this app. I am going to find a different one! I wanted one night I keyed in the dates and location and went to check on one thing it changed the dates and made it 2 nights. I wish to speak to a real person and there is no phone number!!! The problem is this is not the first time. I use this app a lot for my business also but no more.
  7. [R33] Hotels.com 3/5 · GB What’s happened.?: Was working great till a recent update. Now I can’t log back in to my account despite resetting password . Keeps saying a problem your end . When will this be fixed? Have to keep logging in via web which is a pain retrieving bookings
  8. [R7] Hotels.com 1/5 · US Untrue Reviews: You hide the bad recent reviews further down in the review thread and push the good ones to the top. People need to see what the hotel is like most recently so that they can make the right choice for them and their families. I recently had a horrible experience at one of the hotels on this site and went back to see how I managed to pick that horrible place and discovered the recen
  9. [R22] Hotels.com 1/5 · US Problematic: I have one problem after another, first I didn’t get the room selected nor could I change it or get a refund after. Then I was charged after it was confirmed it was to be paid when I was to check in they wouldn’t do anything about that either!
  10. [R31] Hotels.com 2/5 · US Date misconception: When booking my husband did not realize the date was preset to a date in the future so he continued on and saved the hotel (which he wanted that night since I am In the hospital 1 1/2 hours away). When he realized his mistake hotels.com refused to issue a refund. We have now been charged double For one night. I will NEVER USE THIS SITE AGAIN AND I RECOMMEND YOU ALL DONT EITHER!
  11. [R37] Hotels.com 1/5 · US Disappointed: I tried to book a room this past week but didn't receive a text with my confirmation. I called the hotel and was told there was no reservation in my name. My bank had a pending payment listed. on my account. When I was finally able to locate a phone number for Hotels. com, I was told the reservation had not gone through because the bank didn't accept it. So they canceled it but never
  12. [R12] Hotels.com 3/5 · US Way over priced: $389 for 1 night. Not even a free coffee. When I asked about having a continental breakfast for the cost the manager said “We’re a business hotel, our sister one next door is a family one!” What kind of answer is that? We’ve been coming here for a couple years and this is the most expensive it’s ever been and the rooms are getting musky and the decorations inside rooms and hot
  13. [R19] Hotels.com 1/5 · US Do Not Use: Do not use hotels.com. Make your reservations with the property directly. You will get better rates, better service, and responsiveness if there is a problem. Properties treat guests who reserve through third party apps like dirt. They get the crappiest rooms and if there is a problem, they won’t solve it because the reservation was made through a third party.
  14. [R47] Hotels.com 5/5 · US Great place to stay: The only thing I didn’t like is that I had to pay 8.00 a day for parking that was not disclosed to me. Everything else was fantastic including fireworks for 4th of July!
  15. [R10] Hotels.com 1/5 · US Cancel: No place did it say it was booking was no available to may changes so I will Never use them again
  16. [R13] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  17. [R16] Hotels.com 1/5 · US Can’t get to a human.: App is ridiculous. I need a live person not an endless phone tree.
  18. [R68] Booking.com 5/5 · US Easy bookings: Always easy to use and always find great deals on hotel stays
  19. [R98] Booking.com 5/5 · US Easy: Best prices and easy to navigate, even a old man like me with little experience online lol
  20. [R23] Hotels.com 4/5 · US Terrible: They have no one to contact for customer service. This is a terrible app.
  21. [R45] Hotels.com 3/5 · GB Help doesn’t help: I’ve been really struggling to get a sensible answer from the chatbot. Please can you have the option of asking for a human when it’s not working. Not impressed.
  22. [R63] Booking.com 3/5 · US Convenient if you avoid the sinister scammy parts: If you book a vehicle, it includes “insurance.” This is Booking.com’s “service” and it entirely independent from the rental company. This “insurance” is not usually honored and requires a police report. you are essentially wasting your money and will need to buy insurance again with the actual company. Additionally, the prices they show do not inc
  23. [R83] Booking.com 1/5 · US Got charged Foran transaction fees for the prices shown in the US dollars?: I recently made multiple bookings for hotels and day trips using Booking.com all the prices were shown in the US dollars. With no warning or indication that my credit card will be charged in a Foreign currency now I have close $200 in foreign transaction fees. I have other credit cards that do not charge for transaction fe

Synthesized from 120 recent App Store reviews · updated July 2026 · View on the App Store