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

United Airlines vs Hotels.com

United Airlines 4.8★ · Free to download 60
Winner Hotels.com
Hotels.com 4.8★ · Free to download 70

Hotels.com generally offers a more reliable app experience for booking accommodations, despite some complaints about slow performance and customer service, while United Airlines struggles with consistent app functionality and customer support for flight-related issues.

Full reviews: United Airlines · Hotels.com

Hotels.com has a slight edge due to its generally positive user experience for booking and managing hotel stays, though some users report slow app performance and difficulty reaching human support. United Airlines, while praised by some for its convenience, faces significant criticism regarding app glitches, payment issues, and poor customer service, especially during flight disruptions.

Head to head

Features & Functionality tieR5R6R8R10
United Airlines United Airlines users appreciate the app for booking and managing trips, including check-ins and in-flight activities . Some find it easy to navigate and intuitive R5R8R26. However, many report issues with specific features like PlusPoints upgrades not working , bag tracking being hidden R6, and problems with passport scanning for minors . The app also has difficulties with payment processing R10 and managing multi-passenger bookings .
Hotels.com Hotels.com users find the app useful for booking and managing hotel stays . Some highlight the ease of check-in through the app . However, there are complaints about the app being slow and issues with reward points expiring or changes to reward programs . Some users also report problems with booking accuracy, such as incorrect dates or room arrangements R85R91.
Ease of Use tieR5R21R24R26
United Airlines Some United Airlines users find the app user-friendly and easy to navigate R26. The check-in process is often described as easy and intuitive R5. However, a significant number of users find the app complicated R21, non-intuitive , and requiring too many clicks or repeated logins R24. Issues like the app logging out quickly and difficulty finding boarding passes R24 are also reported.
Hotels.com Hotels.com users generally find the app easy to use for booking . However, many complain about the app being slow . Some users also report issues with logging in after updates and difficulty navigating certain processes, such as cancellations R70R109.
Reliability & Performance edge: Hotels.comR7R19R22R26
United Airlines United Airlines receives mixed reviews on reliability. Some users praise it as solid and working most of the time R26. However, many report frequent issues such as the app crashing , freezing R7, being slow R19, and updates causing hangs R22. There are also specific bugs reported, like the app not displaying gate changes on Apple devices R7 or not showing reservations .
Hotels.com Hotels.com users frequently complain about the app being slow . Some also report issues with reservations not being found by hotels or problems with payment processing . There are also reports of login issues after updates .
Customer Service & Support tieR1R2R16R23
United Airlines United Airlines receives strong criticism for its customer service. Users report poor experiences with cancelled flights R1, difficulty rebooking , and unhelpful agents . Some express frustration with AI and offshore call centers making navigation difficult R16. However, some users have positive experiences, praising specific customer service representatives for assistance during flight changes or check-in R2R23.
Hotels.com Hotels.com users frequently express frustration with customer service, particularly the inability to reach a human R73R76R83R85. Many report issues with cancellations and refunds, with Hotels.com often deferring to the hotel or refusing refunds R70R91. Some users feel properties treat third-party bookings poorly . However, some reviews praise hotel staff directly for excellent service .
Price & Value tieR1R44R50R56
United Airlines United Airlines users frequently complain about being 'nickel and dimed' R44 and outrageous baggage fees R56. Some feel they pay extra for basic services like seating with a travel companion but don't receive it R1R50.
Hotels.com Hotels.com users report issues with pricing and value. Some find hotels booked through the app to be overpriced and note that added taxes can make it more expensive than competitors . There are also complaints about hidden fees like parking and rewards being perceived as fake or not beneficial .
Pick United Airlines if

You primarily fly United Airlines and value an app that can manage bookings and check-ins, especially if you find its interface intuitive and reliable for your specific needs R5R26.

Pick Hotels.com if

You frequently book hotel stays and prefer a dedicated app for this purpose, finding its booking process straightforward and generally reliable, despite some reported performance issues .

Evidence note: Both apps have a high lifetime rating, but recent reviews for both show significant negative sentiment regarding app performance and customer service. The Hotels.com reviews include many comments about the actual hotel experience, which are not directly related to the app itself but reflect on the overall booking experience through the platform. I have focused on app-specific feedback where possible for Hotels.com.

Frequently asked

Does the United Airlines app work well on Apple devices?
The United Airlines app has reported issues on Apple devices, including glitches, freezing during seat upgrades, incorrect boarding pass defaults, and gate changes not showing up, which are not present on Android R7.
Can I easily cancel a Hotels.com booking through the app?
Many Hotels.com users report significant difficulty canceling bookings through the app, often finding no clear option to do so or being told the booking is non-changeable, leading to frustration and lost funds R70R85R91R109.
Is it easy to get human customer support with Hotels.com?
No, many Hotels.com users report extreme difficulty reaching a live person for customer support, instead encountering endless phone trees or chatbots that are unhelpful R73R76R83R85.

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. [R5] United Airlines 5/5 · US Check In Process: Using the app was easy and intuitive.
  2. [R6] United Airlines 3/5 · US Bag tracking not front and center: Bag tracking is hidden in my opinion as I have to go back to Home Screen to find link. Why can’t I do it when I’m at the Boarding Pass screen which is where I’m at when waiting on a flight
  3. [R8] United Airlines 5/5 · US The best: Made my life easier
  4. [R10] United Airlines 1/5 · US Payment: Ask for address then have to use one not associated with card to get it in the system. Something is wrong on your alls side
  5. [R21] United Airlines 3/5 · GB Complicated: Compared to European airline apps this is unnecessarily complicated. Imagine all users are on phones not PCs, reduce the options available and clicks required.
  6. [R24] United Airlines 3/5 · GB Almost useless: It starts by asking you to log in with either an email address or phone number, but rejects both and insists on your logging with a frequent flyer number - which I don’t have. Once you’ve got through these ridiculous barriers and continued as a guest it is then almost impossible to find ones boarding passes when required - I think this requires about six or seven steps - none of
  7. [R26] United Airlines 5/5 · US Solid and user friendly: I mostly hate apps. United’s is intuitive and works more most things, most of the time.
  8. [R7] United Airlines 2/5 · US United and Apple don’t play well: I use both Android and Apple products, and when using the United app on my Apple devices I have nothing but problems. The app glitches and freezes when navigating to seat upgrades. The boarding pass defaults to the first flight of a trip even when selecting the second flight. When gates change it doesn’t show in the app but only on the Apple version. On android al
  9. [R19] United Airlines 1/5 · US Slow: The AP is slow and sometimes won’t load at all. I have yet to see a baggage benefit from my United Club membership so I likely won’t renew it. Free checked bags was how I justified the membership fee.
  10. [R22] United Airlines 2/5 · US Update hangs and does nothing: I updated the United app while waiting for my flight. Now it keeps hanging when I try to open anything past “flight status” or “home page”. I asked for a paper boarding pass printout to be sure to be able to board. I was looking forward to using StarLink on the flight.
  11. [R1] United Airlines 1/5 · US Poor customer service cancelled flight.: I’ve never been more frustrated than I am with United Airlines. Here’s what happened: ✈️ Seattle → Chicago: We booked without checked bags, then paid to check them at the airport. Despite paying extra, we were assigned some of the worst seats on the plane, the row directly in front of the exit row. No reclining seats and noticeably less legroom than standa
  12. [R2] United Airlines 5/5 · US CHA to ORD: United makes it easy every time. Even after my cancellation with my family late at night. They did us right and got us going next morning.
  13. [R16] United Airlines 1/5 · US Bring Humans Back: It is difficult to navigate with AI and call centers off shores.
  14. [R23] United Airlines 5/5 · US Flight Change: We had to change our flight plans due to Super Typhoon Bavi and airport closures. We had no problems making the change. Excellent customer service. Thank you.
  15. [R44] United Airlines 1/5 · US Hate consumers: They hate their consumers and nickel and dime them at every opportunity
  16. [R50] United Airlines 1/5 · US Seating problem, paid extra $ to have my travel mate to sit w/ me and upon checking in in Nice not g: Doing ticket approaches I Paid extra dollar to have my Travel sit with me because I am disabled
  17. [R56] United Airlines 1/5 · US United Airlines Baggage Fees Outrageous: $110 for two bags (not oversized) is ridiculous.
  18. [R70] 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
  19. [R85] 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.
  20. [R91] 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!
  21. [R109] Hotels.com 1/5 · US App use: Booked a room through Hotels app on July 2 2026. After sitting in a power outage for 3hrs, soon as I booked my room the power came back on. (Booking was within minutes) So I called the hotel directly at first to cancel my room. The front desk clerk at the hotel was helpful and told me if I booked directly with the hotel, they can cancel with no problem. But since I booked third party, I h
  22. [R73] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  23. [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.
  24. [R83] Hotels.com 4/5 · US Terrible: They have no one to contact for customer service. This is a terrible app.

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