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

Marriott Bonvoy vs Hotels.com

Marriott Bonvoy 4.9★ · Free to download 75
Winner Marriott Bonvoy
Hotels.com 4.8★ · Free to download 40

Marriott Bonvoy is generally preferred for its direct booking experience and loyalty program benefits, while Hotels.com offers a wider selection of properties but suffers from significant customer service and app reliability issues.

Full reviews: Marriott Bonvoy · Hotels.com

Marriott Bonvoy provides a seamless experience for loyal guests with good app navigation and elite benefits, despite some issues with point redemption and digital key functionality. Hotels.com offers a broad range of hotels but is plagued by a slow app, unreliable booking, and poor customer support.

Head to head

Features & Functionality edge: Marriott BonvoyR1R3R8R15
Marriott Bonvoy Marriott Bonvoy users appreciate the app for easy navigation, pre-check-in, and digital key features R8. However, some users report issues with the digital key not working R27R43, difficulty finding past stays or transferring points to airlines R1R3, and problems with booking multiple rooms or amending existing bookings . Login issues and inability to use points are also cited R15R19R31R37.
Hotels.com Hotels.com offers a wide selection of hotels, but users frequently complain about the app being slow and having glitches that prevent logging in or accessing bookings . There are also reports of issues with booking arrangements, such as incorrect dates or room types , and problems with applying promotional codes .
Ease of Use edge: Marriott BonvoyR6R8R14R15
Marriott Bonvoy Many Marriott Bonvoy users find the app easy to use and navigate R8R14. However, some find it not intuitive for certain tasks like finding upgrades or specific information R6, and report difficulties with login and password management R15. Issues with the app not displaying current stays or being compatible with older iPhone models are also mentioned .
Hotels.com Hotels.com is criticized for its slow performance and for being difficult to use for cancellations or changes . Users also report issues with logging in after updates and the app changing booking dates without user input .
Reliability & Performance edge: Marriott BonvoyR7R16R19R25
Marriott Bonvoy Marriott Bonvoy users report issues with the app crashing , digital keys not working R27R43, and an inability to message properties or complete digital check-ins R16R25. Some users also experience problems with points not being recorded for stays R7 or being unable to redeem them R19R31R37.
Hotels.com Hotels.com is frequently criticized for being slow and unreliable, with users experiencing issues like reservations not being found by hotels or being charged incorrectly . The app is also reported to have glitches that prevent logging in .
Customer Service & Support edge: Marriott BonvoyR10R12R28R37
Marriott Bonvoy Marriott Bonvoy users report difficulty finding support phone numbers R28 and long wait times when trying to contact customer service R37. Some also mention issues with hotel staff being unhelpful regarding oversold rooms or other problems R10R12.
Hotels.com Hotels.com receives significant criticism for its lack of accessible human customer service, with users complaining about endless phone trees, chatbots that don't help, and no direct contact options R73R76R83. Users report being unable to resolve booking issues, cancellations, or problems like bedbugs through the app or support channels R100.
Value & Rewards edge: Marriott BonvoyR2R3R26R31
Marriott Bonvoy Marriott Bonvoy members appreciate the elite benefits and the ability to earn points for reservations R2R26. However, some users find the point transfer ratio to airlines stingy R3 and report losing points due to inactivity or being unable to use them for free nights R31.
Hotels.com Hotels.com users express frustration with their rewards expiring R64 and feeling that they never receive any benefits R78. Some also note that prices can be higher than on other booking sites and that the value doesn't always match the price . There are also complaints about hidden charges like parking fees .
Pick Marriott Bonvoy if

You are a frequent traveler who primarily stays at Marriott properties and values a direct loyalty program with elite benefits and a generally user-friendly app for managing stays R2R26.

Pick Hotels.com if

You prioritize a wide selection of hotels across various brands and are willing to navigate potential app glitches and customer service challenges for booking flexibility .

Evidence note: The reviews for Hotels.com frequently describe issues with the app's performance and customer support, often leading to significant frustration for users. Marriott Bonvoy reviews, while generally positive, highlight specific functional glitches within the app and occasional inconsistencies in hotel service.

Frequently asked

Can I transfer Marriott Bonvoy points to airlines using the app?
No, you cannot transfer Marriott Bonvoy points to airlines directly from the app; users report this functionality is missing and the transfer ratio is considered stingy at 3:1 R3.
Does Hotels.com have good customer service?
Hotels.com is frequently criticized for its poor customer service, with users reporting difficulty reaching a human representative, unhelpful chatbots, and an inability to resolve booking issues or problems like bedbugs R73R76R83R100.
Are there issues with digital keys in the Marriott Bonvoy app?
Yes, some Marriott Bonvoy users report that the digital key feature does not work consistently, leading to frustration when trying to access their rooms R27R43.
Why are some Hotels.com users dissatisfied with rewards?
Hotels.com users are dissatisfied with rewards because they report their rewards expiring, feeling they never receive any benefits, and noticing that the rewards system frequently changes R64R78R99.

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] Marriott Bonvoy 2/5 · US Where are my points: Why is it so difficult to figure out where credit for my past stays are? That should be easy. Been looking for 10 minutes, still haven’t figured it out.
  2. [R3] Marriott Bonvoy 3/5 · US Can’t transfer points to Airlines from app: So weird how I am not able to transfer the points to airlines from the App directly. And Marriot is really stingy for only doing 3:1 ratio transfer. So stingy.
  3. [R8] Marriott Bonvoy 5/5 · US Great app and hotels: Is always great to navigate through the app easy and well explained
  4. [R15] Marriott Bonvoy 3/5 · US Login still messed up after a decade: While app is always changing not getting better- just different… The login has always auto populated with the wrong i formation! No way too fix
  5. [R6] Marriott Bonvoy 3/5 · US Not as intuitive: The OK it’s not as intuitive as I would like it to be. Finding places, if I wanted to upgrade my card, where do I go?
  6. [R14] Marriott Bonvoy 5/5 · US Great app: Easy to use and navigate.
  7. [R7] Marriott Bonvoy 1/5 · US Better save your emailed receipt: Regularly stays and points have to be submitted to Marriott to be included in your history. Otherwise they don’t exist to Marriott. I book all my hotels through the app, then after the stay they disappear!
  8. [R16] Marriott Bonvoy 2/5 · US Glitches: For probably at least the last year I have not been able to message properties through the app. Today it won’t even let me complete a digital check-in on the app. I’ve uninstalled and reinstalled…doesn’t fix it. Used to love the app but now it doesn’t even do the basics functions.
  9. [R19] Marriott Bonvoy 1/5 · US Redeem points: It won’t let me redeem my points for a free night
  10. [R25] Marriott Bonvoy 2/5 · US Contact or Msg option: There is no way to communicate via app messaging on our reservation, I think that is needed to ask some questions , as on my reservation there is no way to find the cancellation policy
  11. [R10] Marriott Bonvoy 1/5 · US Unpleasant experiences: Arrived only to be told they were overbooked. I waited over an hour to be checked in. There are several pending charges on my card, 2 on two other cards. The GM was called but wasn’t helpful. I will say the front desk representative remained professional while trying to be trained over the phone on a new system. Arrive in the room, the water pressure in the toilet creates a
  12. [R12] Marriott Bonvoy 3/5 · US Oversold: This was the second time in a two-week period that we booked a king room and, when we arrived to check in, were told that the rooms had been oversold and king rooms were no longer available . This is a bad experience for Bonvoy members and makes me less likely to choose Marriott in the future.
  13. [R28] Marriott Bonvoy 1/5 · US Customer contact: I even can not find a support phone # to call when I have question.
  14. [R37] Marriott Bonvoy 1/5 · US Can’t book with points: The app has given an error any time you try to book points stays for weeks. I’m Titanium and the wait time on the phone exceeds 20 minutes. The “leave feedback” button doesn’t work to even alert Marriott to the problem.
  15. [R2] Marriott Bonvoy 5/5 · US Marriot is just amazing: I have been a Marriott Bonvoy member for about 10 years now, and the experience truly just gets better and better. Because of my schedule, I spend over 100 days a year at Marriott properties all over the world, and I can say without hesitation that it consistently feels like my home away from home. Whether it's the seamless check-in, the excellent elite benefits, or the ex
  16. [R26] Marriott Bonvoy 5/5 · US Fantastic program!: Marriott hotels have always been great! Never dissapointed. Staff is always very accommodating. The BonVoy membership and app is super easy to use.
  17. [R31] Marriott Bonvoy 1/5 · US Not able to use points: Not able to use points!
  18. [R73] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  19. [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.
  20. [R83] Hotels.com 4/5 · US Terrible: They have no one to contact for customer service. This is a terrible app.
  21. [R100] Hotels.com 1/5 · US $15 coupon for finding bedbugs: Contacted hotels.com because I had proof that I found bedbugs in a room I booked and the hotel clerk said I couldn’t switch rooms because he didn’t believe me and wouldn’t look at the photos or videos. Hotels.com said they couldn’t refund the room despite me providing the evidence because the hotel said not too. Edit: you are literally asking me to use the link to t
  22. [R27] Marriott Bonvoy 3/5 · GB Hard to get support: The digital key half the time doesn’t work.
  23. [R43] Marriott Bonvoy 1/5 · US Digital Key didn’t work when: Nothing more frustrating than going all the way to the room and the digital key didn’t work
  24. [R64] Hotels.com 1/5 · US All rewards expired: Never using the app again
  25. [R78] Hotels.com 3/5 · US Never get any benefits: Always supportive hotels - never the clients
  26. [R99] Hotels.com 3/5 · GB App: Good app, but they keep changing the rewards

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