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Updated July 2026 · real, multi-region App Store reviews
Head-to-head

KAYAK vs Hotels.com

KAYAK 4.8★ · Free to download 75
Winner KAYAK
Hotels.com 4.8★ · Free to download 68

KAYAK is generally better for finding competitive prices across various travel components, especially flights, while Hotels.com excels in hotel-specific bookings and offers a more consistent rewards program, though both struggle with customer service.

Full reviews: KAYAK · Hotels.com

KAYAK is a strong choice for users prioritizing price comparison across flights, hotels, and car rentals, despite some reported issues with price accuracy and customer support. Hotels.com is a dedicated hotel booking platform that offers good deals and a rewards program, but faces significant criticism regarding customer service and app performance.

Head to head

Price/Value edge: KAYAKR1R8R16R17
KAYAK KAYAK users frequently praise it for finding the best prices on flights and car rentals, often better than booking directly with airlines R8R17. However, some users report issues with advertised prices not being accurate, especially for hotels and car rentals, leading to bait-and-switch scenarios R1R16R22.
Hotels.com Hotels.com users appreciate its savings and rewards program , but many recent reviews indicate that prices can be over-inflated or inaccurate upon booking . The 'One Key Cash' rewards program is criticized for expiring .
Features & Options edge: KAYAKR2R3R4R12
KAYAK KAYAK is lauded for its ability to compare multiple airlines and combine different carriers for the best non-stop prices R17. Users appreciate its trip organization features and wide range of options R2. However, some recent reviews highlight missing features like filtering basic fares R4 or specific luggage options . There are also complaints about inconsistent search results and difficulty with advanced filters R3R12.
Hotels.com Hotels.com primarily focuses on hotel bookings and is praised for its ease of finding accommodations . However, users report issues with the app changing dates automatically and a lack of options for room arrangements . Some users also note that the app doesn't always show recent bad reviews, affecting decision-making .
Ease of Use tieR2R6R9R11
KAYAK Many users find KAYAK easy to use for checking and booking flights R2R11. However, some recent complaints mention a slow interface, broken links, and difficulty with search filters and saving flights R6R9R12. Issues with changing search perimeters and clearing history are also noted .
Hotels.com Hotels.com is generally considered easy to use for booking . However, a significant number of recent reviews highlight the app running very slowly . Users also report issues with logging in after updates and the in-app browser being frustrating .
Reliability & Booking Experience tieR17R18R22R24
KAYAK KAYAK is praised for sending users to airline websites for booking, which maintains free cancellation policies R17. However, many users report issues with bookings not being confirmed, charges appearing without confirmation numbers, and reservations being canceled due to fare changes R18R24R25. Some also mention being referred to fraudulent websites or experiencing bait-and-switch tactics R22.
Hotels.com Hotels.com users report issues with reservations not going through or being denied , and problems with cancellations and refunds R64. There are also complaints about hotels not honoring third-party bookings or providing poor rooms . Some users experienced issues with hotel conditions like non-working AC or dirty rooms .
Customer Support tieR7R18R19R24
KAYAK KAYAK users frequently express frustration with the lack of direct customer support, reporting no phone number or email, and being ghosted when issues arise R7R18R19R24. This makes resolving problems like cancellations, refunds, or booking discrepancies very difficult R7.
Hotels.com Hotels.com receives widespread criticism for its customer service, with users reporting it's impossible to reach a human R61R85R88. The chatbot is often unhelpful, and phone numbers can be international R61. This leads to significant problems with refunds, cancellations, and resolving hotel-related issues R64.
Pick KAYAK if

You prioritize finding the best possible prices across flights, hotels, and car rentals, and are comfortable with a meta-search model that often redirects you to other sites for booking R17. You value an app that helps organize your trips and reservations in one place .

Pick Hotels.com if

You primarily book hotels and appreciate a dedicated platform with a rewards program, even if the rewards sometimes expire . You are willing to navigate potential app slowness and limited customer support for hotel-specific deals .

Evidence note: Both apps have a significant number of negative recent reviews, particularly concerning customer service and booking reliability. KAYAK's issues often stem from price discrepancies and lack of direct support for bookings made through third parties, while Hotels.com's problems are concentrated on its own booking process and inability to reach human support. The free-to-download nature of both apps means that many negative reviews might come from users expecting flawless service without paying for premium support.

Frequently asked

Is KAYAK reliable for booking flights?
KAYAK can be reliable for finding flights and often directs you to the airline's website for booking, which can preserve cancellation policies R17. However, some users report issues with confirmation numbers not being received, charges appearing without booking confirmation, and reservations being canceled due to fare changes R18R24R25.
Does Hotels.com have good customer service?
Hotels.com receives widespread criticism for its customer service, with many users reporting it is impossible to reach a human representative, often encountering unhelpful chatbots or international phone numbers R61R85R88. This makes resolving issues like cancellations, refunds, or problems with hotel bookings very difficult R64.
Are the prices on KAYAK always accurate?
While many users praise KAYAK for finding great deals and competitive prices R8R17, a significant number of reviews indicate that advertised prices are not always accurate, especially for hotels and car rentals, leading to higher actual costs upon booking R1R16R22.

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] KAYAK 2/5 · US Marketed price not accurate: Price aggregators without real prices offer no value
  2. [R8] KAYAK 5/5 · US The best: They are the best with the prices and everything
  3. [R16] KAYAK 1/5 · US It’s really bad and fake price price: They are a liar
  4. [R17] KAYAK 5/5 · US Better prices than even booking on airline websites: Kayak is the only third party travel App I use for flights and hotels . Kayak allows me to search multiple airlines and combines departs and returns from 2 diff airlines to get best nonstop prices. After I choose it sends me to the airline(s) Website to book . Free 24 hr cancellation still apply . No BS. Love KAYAK have been using it for ove
  5. [R2] KAYAK 5/5 · US Fun trips that make a difference in our world.: I love using kayak for checking and booking flights! So easy to use w lots of options
  6. [R3] KAYAK 3/5 · US Worse than the website different results: Missing features and doing the same search on the website gives better results
  7. [R4] KAYAK 1/5 · US Kayak can’t filter basic fares: App is pointless if it is always showing basic fare tickets. Why did Kayak remove the option to filter out Basic fares? Is this some sort of deal with the airlines to deceive people into thinking flights are cheaper than they are?
  8. [R12] KAYAK 3/5 · US Saving Flight Issues: Trying to save flights in trips is difficult. It tried to put them in categories you don’t want and it changes the flights once you save them so you have to go through the search menu and search them again to get the correct flight. Overall a good app but having a coherent experience makes a huge difference. They also need better search options like being able to view the pri
  9. [R6] KAYAK 3/5 · US It take a long time to find a station: It take a long time to locate a shop or agent that is near me
  10. [R9] KAYAK 3/5 · US Iinks not working: Some links do not work when one goes to purchase the tickets. It happens very often.
  11. [R11] KAYAK 5/5 · US Exelente: De mucha ayuda para comprar y seguir vuelos
  12. [R18] KAYAK 3/5 · US It’s not like it used to be: Bought flight tickets and didn’t get any confirmation number or anything. I am not sure if they will charge me or anything. They don’t have any phone number to call or support email.
  13. [R22] KAYAK 1/5 · US App doesn’t work: Tried to book 4 different listing but keep getting baited and switched for higher cost listing
  14. [R24] KAYAK 3/5 · US Flight confirmation unclear: I’ve booked a flight but cannot find confirmation receipt. My bank account shows the charge as pending but I’m not sure how to know if I’ve truly purchased the flight. I would love to be able to talk to someone!
  15. [R7] KAYAK 1/5 · US Refund: They’ve took 36 dollars out my account. No one is answering the phone. How am I supposed to speak with someone when there’s an issue. It told me free cancellation but still put a hold on my money. Terrible service!
  16. [R19] KAYAK 2/5 · US Trips: I am having an issue with forwarding trips and the customer support is ghosting me. Terrible service. I have been using the app since it’s beginning and I’m very disappointed.
  17. [R25] KAYAK 1/5 · US Annoying: I’ve experienced multiple instances where my flight reservation was canceled after booking due to a reported fare change. This has been frustrating and has made the booking process feel unreliable. If the advertised fare is not actually available, it should not be displayed as the booking price.
  18. [R61] Hotels.com 1/5 · US Worst customer service: Impossible to get a hold of someone. Purposely won’t let you type in chat. Phone numbers are international
  19. [R64] Hotels.com 1/5 · US Used and abused: Was unable to be refunded or move my booking after I tried with twenty four hours notice because my wife was ill. Instead arrived to swim with my son and the room wasn’t ready, I’m a clearly empty hotel. I guess they can take your money but can’t help you out if there’s any kind of problem.
  20. [R85] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  21. [R88] Hotels.com 1/5 · US Can’t get to a human.: App is ridiculous. I need a live person not an endless phone tree.

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