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

IHG One Rewards vs Hotels.com

IHG One Rewards 4.9★ · Free to download 45
Winner Hotels.com
Hotels.com 4.8★ · Free to download 65

Hotels.com is generally a more reliable option for booking hotels due to its broader selection and better app functionality, despite some customer service issues, while IHG One Rewards struggles with significant app bugs and point redemption problems.

Full reviews: IHG One Rewards · Hotels.com

IHG One Rewards, a hotel chain specific app, is plagued by persistent login issues, booking errors, and difficulties with point redemption, despite some users finding it easy for basic bookings. Hotels.com, a broader booking platform, offers a wider selection and generally smooth booking, though it faces complaints about slow performance, customer service accessibility, and opaque pricing.

Head to head

App Functionality & Reliability edge: Hotels.comR1R4R6R12
IHG One Rewards Many IHG One Rewards users report significant issues with the app, including inability to sign in, dead links, and freezing after updates R4R22R28. Some also experience problems adding spouses to reservations, updating credit card details, or using points+cash options R1R12R45. There are also complaints about incorrect GPS directions and location services R6.
Hotels.com Hotels.com users frequently complain about the app being slow and lagging, even on newer devices R61. Some users also report issues with logging in after updates and difficulties with date selection leading to incorrect bookings .
Booking Experience tieR5R24R30R35
IHG One Rewards Some IHG One Rewards users find booking with points easy and straightforward R5R35. However, others report difficulties with the app failing to add bookings to their account, selectors not working for guest numbers or room types, and issues with redeeming food and beverage rewards R30R24.
Hotels.com Hotels.com generally offers an easy booking process . However, some users report issues with reservations not being found by the hotel upon arrival , or bookings not going through despite pending payments . There are also complaints about not being able to make changes to bookings once confirmed .
Rewards Program & Value tieR12R18R27R31
IHG One Rewards IHG One Rewards members appreciate the program and its benefits . However, many users express frustration with the difficulty of redeeming points, limited availability for point nights, and issues with points not showing up R12R18R27R31. Some also feel that IHG prices are often higher for loyal members .
Hotels.com Hotels.com users are frustrated by expired rewards and changes to the rewards program R64R99. Some feel that the app offers fake rewards and higher prices R61, and that the platform prioritizes hotels over clients in terms of benefits . There are also complaints about promotional codes not being accepted .
Customer Service & Support tieR10R40R49R51
IHG One Rewards IHG One Rewards users report poor customer service, with staff being unhelpful regarding point issues, early departures, and app problems R10R40R49R51. There are also concerns about the lack of 2-Factor Authentication (2FA) and notification of fraudulent activity .
Hotels.com Hotels.com users frequently complain about the inability to reach a human for assistance, being stuck with AI chatbots or endless phone trees R73R76R83. This leads to frustration when problems arise, such as issues with refunds, cancellations, or hotel-related problems like bedbugs .
Transparency & Pricing tieR37R69R72R102
IHG One Rewards IHG One Rewards is criticized for not disclosing all charges at final payment, leading to unexpected costs R37.
Hotels.com Hotels.com users report issues with hidden fees, such as undisclosed parking charges , and find that added taxes can make bookings more expensive than other platforms . Some also feel that prices are often overpriced for the quality of the hotel R69R72R102.
Pick IHG One Rewards if

You are a frequent guest of IHG properties and primarily book simple stays, finding the app easy for basic room selection R5R35.

Pick Hotels.com if

You want a wider selection of hotels beyond a single chain and are comfortable with online booking, even if it means navigating a slower app or potentially limited direct customer support .

Evidence note: Both apps have a significant number of negative reviews related to app functionality and customer service, which aligns with recent review trends often being more critical. IHG's issues are more focused on core app functions and loyalty program mechanics, while Hotels.com's issues are more about app speed and third-party booking friction.

Frequently asked

Does IHG One Rewards app have login issues?
Yes, many IHG One Rewards users report significant login problems, including being unable to sign in, dead sign-in links, and the app freezing or not responding after entering credentials R4R22R28R49.
Are Hotels.com rewards reliable?
Hotels.com rewards are often a point of frustration for users, with complaints about rewards expiring, changes to the program, and a perception that rewards are 'fake' or lead to higher prices R61R64R99.
Is it easy to get customer support on Hotels.com?
No, many Hotels.com users report significant difficulty in reaching a live human for customer support, often being directed to AI chatbots or endless phone trees R73R76R83R105.
Does IHG One Rewards allow points and cash bookings?
Many IHG One Rewards users report persistent issues with booking using a combination of points and cash, with the app often not allowing this option or customer service being unable to resolve the problem R12R45.

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] IHG One Rewards 1/5 · US App issues: App won’t let me include my spouse on the reservation so I have to call the hotel to put her on it, inconvenient! Fix app where reservation is editable, thank you
  2. [R4] IHG One Rewards 1/5 · US Dead Link to Sign In: Can’t even sign in. I enter my email and password. Click “Sign In” and the app is dead and does nothing. Website had issues too when trying to book a room. Several dead links on website. IHG needs to get it together.
  3. [R6] IHG One Rewards 3/5 · US Location is off: AirPort hotels show them 13 miles away 🙊
  4. [R12] IHG One Rewards 3/5 · US Unable to use points + cash: For years, I have tried to book online or over the phone using points+cash options and I have never been able to do it. I am always told that there was something wrong. I am able to use points and cash with other hotel chains but not IHG. It is extremely frustrating and no one at IHG has been able to figure out why. I recently received a new credit card and it is s
  5. [R5] IHG One Rewards 5/5 · US Book with points: Nothing difficult to book on my Phone Apps. Great. Easy
  6. [R24] IHG One Rewards 3/5 · GB Okay but difficult to redeem rewards: Great for booking and checking stays. However I can never redeem any of the food & beverage rewards since the app errors out and says you have to go to reception for them to redeem, so is difficult and time consuming at busy times.
  7. [R30] IHG One Rewards 3/5 · GB App: Took many attempts for App to agree booking. Otherwise, easy to use.
  8. [R35] IHG One Rewards 5/5 · US Easy Booking: I like the fact that I don’t have to speak with anyone to book room. I can view rooms and select room the one that best suits me
  9. [R18] IHG One Rewards 3/5 · US barely any points…: I used to stay IHG hotels all the time until I went and checked my points and realized I didn’t have squat! Choice hotels basically gives you triple the amount of points that IHG does! As much as I would rather bite the bullet and stay in the nicer place, the amount of money I save from my per diem by staying with choice. Hotels is so much more beneficial and worth it…
  10. [R27] IHG One Rewards 3/5 · GB Points Redemption: There are not enough nights which can be paid for with points…
  11. [R31] IHG One Rewards 1/5 · US Rewards or trickery?: Buy points you’ll never use? No thanks!
  12. [R10] IHG One Rewards 1/5 · US Trapped by the fine print.: The user interface is completely contradictory. The app gives you instructions on how to claim points for third-party bookings, but customer service will completely ignore their own platform's wording just to deny your points. They don't care about loyalty or logic; they just throw policy numbers at you. Save yourself the headache, read up to the absolute last letter of
  13. [R40] IHG One Rewards 1/5 · US Poor customer service: I stay at this hotel and had to leave three prior to my reservation. During check out I asked the desk clerk if that leaving early would be a problem, he said no, not a problem. After arriving in Chicago I saw that they changed me the full amount. After speaking with the manager I was extremely disappointed with IHG services. The staff acted racist towards me when dealing w
  14. [R49] IHG One Rewards 1/5 · US Vette70: Terrible app…on the phone with customer service for 20 minutes and still unable to get into my account. Guess I’ll stick with Hilton and Marriott.
  15. [R51] IHG One Rewards 1/5 · US Terrible customer service & Hotel: I signed up to IHG’s double points reward and there was no where to confirm, the actual sign up page is layer hidden inside the app. I askes customer service to credit back the points to me and they refused. What a way to lose a customer! P.S. the Voco at Melbourne is one of the worst hotel I’ve ever stayed in. Feel constant headache and bad energy like the plac
  16. [R37] IHG One Rewards 1/5 · US Fraud charges: This app does not disclose charges at the final payment. If you continue with the purchase IHG will not admit fault and will not refund you your money. They are doing the same as airline companies are doing with credit card companies. In
  17. [R69] 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.
  18. [R72] 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
  19. [R102] Hotels.com 3/5 · GB It’s alright but value doesn’t match the price at all: It’s the most expensive night in my trip, more expensive than a night stay in a private cottage. The hotel reception looks modern but the room was a bit small, it’s on the ground floor and the window is close to another building where can be clearly oversee the room if the curtain is open. The worst part was the toilet stinks, idk why is that,
  20. [R22] IHG One Rewards 1/5 · US Useless App: I can log into the IHG Web site but not into the iOS or iPadOS apps, even after deleting those apps and reinstalling them. IHG support is utterly clueless.
  21. [R28] IHG One Rewards 1/5 · US It might be good?: But who knows because it won’t let me sign in…even though I’m already a member. What a garbage app!
  22. [R61] 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
  23. [R64] Hotels.com 1/5 · US All rewards expired: Never using the app again
  24. [R99] Hotels.com 3/5 · GB App: Good app, but they keep changing the rewards
  25. [R73] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  26. [R76] Hotels.com 1/5 · US Can’t get to a human.: App is ridiculous. I need a live person not an endless phone tree.
  27. [R83] Hotels.com 4/5 · US Terrible: They have no one to contact for customer service. This is a terrible app.
  28. [R105] 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.
  29. [R45] IHG One Rewards 1/5 · US App not allowing me to use points and money: I’ve been a loyal IHG member for years. I have been pretty pleased with it for years until lately. I have been trying to book rooms for a while now but this app will not allow me to book with points and money. When I try to get an answer to why it’s not working I’m told our management is working on it. I’m also told just use your points with no explanat

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