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

Hotels.com vs Hopper

Hotels.com 4.8★ · Free to download 70
Winner Hotels.com
Hopper 4.8★ · Free to download 40

Hotels.com is the safer choice for booking hotels, despite its recent app performance issues, due to Hopper's widespread complaints about booking errors, hidden fees, and abysmal customer service.

Full reviews: Hotels.com · Hopper

Hotels.com offers a generally reliable hotel booking experience, though users report recent app slowness and frustration with customer service. Hopper, while praised for price tracking, is plagued by serious issues including booking discrepancies, unexpected charges, and extremely poor customer support, making it a riskier option.

Head to head

Features tieR4R5R14R39
Hotels.com Hotels.com users appreciate its consistent reliability for finding hotels and ease of check-in, with many using it regularly for years R5R14. However, some users report issues with rewards expiring or changing R4R39 and hidden fees like parking not being disclosed R47.
Hopper Hopper is highly praised for its price tracking feature, which helps users find competitive flight and hotel prices and predicts future price changes, potentially saving money R71R80. Some users also like the ability to use Klarna . However, the app is criticized for displaying too many advertisements and for often showing hotels far from the desired location .
Ease of Use tieR1R3R5R25
Hotels.com The Hotels.com app is generally easy to use for booking, with many long-term users R5. However, recent updates have caused the app to run very slowly for some users, even on new devices R1R3. Some also report difficulty logging in after updates and issues with dates changing unexpectedly during booking R25.
Hopper Hopper is described as user-friendly and easy to use for finding and tracking prices R80. However, users report significant app errors, such as booking dates changing automatically , issues with payment processing , and the app claiming no internet connection when there is one . Some users also find it difficult to use without logging in .
Reliability edge: Hotels.comR5R7R20R22
Hotels.com Hotels.com has mixed reliability. While many users have consistently positive experiences R5R20, others report significant problems. These include reservations not being found by hotels , payments pending without confirmation , and issues with room types not matching bookings R22. Some users also feel that reviews are manipulated to hide recent negative experiences R7.
Hopper Hopper has severe reliability issues. Numerous users report booking confirmations not being recognized by hotels , leading to being stranded. There are also complaints about incorrect room types being booked , and flights booked with luggage not including it . The price prediction feature is also called into question, with some users stating it led to higher prices .
Price/Value tieR1R5R9R12
Hotels.com Hotels.com users have mixed opinions on pricing. Some find prices to be higher than booking directly R1, with some hotels being significantly overpriced R9R12. Others mention unexpected added taxes R48 or undisclosed fees like parking R47. However, some still find good value and use the app consistently R5.
Hopper Hopper is often praised for finding competitive prices for flights and hotels R65. Its price tracking feature is specifically highlighted for helping users save money R71R80. However, many users report hidden charges, such as resort fees not included in the initial price R73R81. Some also find prices higher than competitors .
Support edge: Hotels.comR10R13R16R22
Hotels.com Hotels.com customer support is a major pain point. Users frequently complain about the inability to reach a live person, being stuck in automated phone trees R13R16R23R45. When issues arise, such as cancellations or refunds, users report difficulty resolving them and feeling unsupported R10R22.
Hopper Hopper's customer service is overwhelmingly criticized as terrible and unhelpful . Users report long hold times, agents blaming them for issues, and an inability to get refunds, sometimes waiting weeks . The AI chatbot is also deemed useless and misleading, often preventing access to human support . International users face additional challenges with costly US phone numbers .
Pick Hotels.com if

You prioritize a generally reliable booking experience for hotels, even if the app can be slow and customer service is difficult to reach R5R14R3.

Pick Hopper if

You are primarily looking to track flight and hotel prices to find potential deals, and are willing to risk significant booking issues and poor customer support R71R80.

Evidence note: Hopper's reviews show a strong negative skew regarding customer service and booking reliability, despite its high lifetime rating. Many positive reviews for Hotels.com focus on the hotel experience itself rather than the app's functionality.

Frequently asked

Which app is better for finding cheap hotel deals?
Hopper is often praised for finding competitive prices and its price tracking feature, which can help users save money on both flights and hotels R65R71R80. However, be aware that users frequently report hidden charges and resort fees not included in the initial price R73R81.
Is Hotels.com or Hopper better for customer support?
Neither app has strong customer support, but Hotels.com is slightly better as Hopper's support is overwhelmingly criticized for being unhelpful, having long hold times, and relying on a useless AI chatbot that prevents access to human agents . Hotels.com users also struggle to reach live agents, often getting stuck in phone trees R13R16R23R45.
Do Hotels.com and Hopper have issues with hidden fees?
Yes, both apps have users reporting hidden fees. Hotels.com users mention undisclosed parking fees R47 and added taxes R48, while Hopper users frequently complain about unexpected resort fees not included in the initial price R73R81.

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. [R4] Hotels.com 1/5 · US All rewards expired: Never using the app again
  2. [R5] Hotels.com 5/5 · US Hotel.com: I always use this app and it never disappoints
  3. [R14] Hotels.com 5/5 · US Great hotel: Check in was super easy
  4. [R39] Hotels.com 3/5 · GB App: Good app, but they keep changing the rewards
  5. [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
  6. [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.
  7. [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.
  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. [R20] Hotels.com 5/5 · US Suzy Q: Excellent customer service, amazing staff and very clean. Almost feel like family.
  10. [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!
  11. [R9] Hotels.com 3/5 · US Great hotel: Great service and great food no complaints here. Is it worth $750 a night hell no but it wasn’t terrible either. Restaurants are excellent priced well.
  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. [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
  14. [R13] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  15. [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.
  16. [R65] Hopper 5/5 · US Convenient: Good fast prices
  17. [R71] Hopper 5/5 · US Time traveler: I love their option to search and wait for better rates. Also the information that they share for that. It saves me quite a bit!
  18. [R73] Hopper 1/5 · US Albert’s experience: Hopper is a waste of time you pay for your room to find out you still have resort fees when you get to the hotel when the app clearly says all fees included. Customer service is the worse you cant understand them and they don’t know there own policies save your time and use Airbnb deleting this app i don’t like people who do bad business
  19. [R80] Hopper 5/5 · US User friendly!: Great app with features that help save money!
  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. [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!
  23. [R48] Hotels.com 3/5 · GB Quick process: I was quite surprised to see the added taxes, making it more expensive than Booking. Com. Otherwise a good experience
  24. [R81] Hopper 1/5 · US Innaccurate Hotel Prices: I paid over $1000 to a hotel for a week's stay through Hopper, and I was just charged an additional $321 by the hotel, and I do not know why. Beware, the pricing you see in Hopper is not the ultimate price.

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