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

Hilton Honors vs Hotels.com

Hilton Honors 4.9★ · Free to download 70
Winner Hilton Honors
Hotels.com 4.8★ · Free to download 55

Hilton Honors is the better choice for those loyal to the Hilton brand, offering brand-specific features like digital keys and room selection, despite recent app stability issues, while Hotels.com is a broader booking platform but suffers from significant customer service and app performance complaints.

Full reviews: Hilton Honors · Hotels.com

Hilton Honors provides a direct booking experience with loyalty benefits and digital key features, though recent updates have introduced bugs and usability concerns. Hotels.com offers a wider range of hotels but faces criticism for slow app performance, unreliable customer support, and issues with rewards and cancellations.

Head to head

Features & Functionality edge: Hilton HonorsR2R4R6R8
Hilton Honors Hilton Honors offers digital keys, allowing users to bypass the front desk and choose their rooms, which is a highly valued feature when it works R2R8. However, many users report that the digital key is unreliable or doesn't work at all R4R10R25R30. Recent updates have removed the ability to add reservations to calendars, a feature users miss R6. The app also struggles with basic functions like check-in and account access R22.
Hotels.com Hotels.com allows users to book a wide variety of hotels. Some users appreciate the ease of booking . However, the app is criticized for not clearly disclosing parking fees and for issues with room arrangements, like assigning a single queen bed for four people . Users also report problems with cancellations and changes, with the app not clearly stating booking restrictions .
Ease of Use & Reliability tieR7R13R18R23
Hilton Honors Many Hilton Honors users report frequent error messages like "That was unexpected" which make the app frustrating and often unusable R7R13R18. The app is also criticized for poor search functionality, returning irrelevant results . Some users find the booking process smooth R23, but others struggle with basic tasks due to bugs .
Hotels.com Hotels.com is widely criticized for being a slow app R61R63. Users report difficulties logging in after updates and issues with dates changing automatically during booking, leading to incorrect reservations . The app is also accused of hiding negative reviews .
Price & Value edge: Hilton HonorsR5R11R20R25
Hilton Honors Hilton Honors users sometimes find better pricing for the same hotels on competitor sites, even with loyalty status . Some feel their membership offers zero perks or that upgrades offered are not truly complimentary R25. However, many appreciate the consistent cleanliness and quality of Hilton properties R5R11R20.
Hotels.com Hotels.com users frequently complain about high prices, sometimes finding hotels to be "way over priced" . There are also complaints about hidden taxes making bookings more expensive than competitors . Users express frustration with rewards expiring and not receiving benefits despite loyalty . Some feel they get better rates and service by booking directly with the property .
Customer Support edge: Hilton HonorsR10R16R19R22
Hilton Honors Hilton Honors' customer support is criticized for its reliance on useless AI chat features, making it difficult to reach a real person R19R25. Some users report that customer service couldn't help them access their accounts R22 or resolve reservation issues R10R16.
Hotels.com Hotels.com faces significant criticism for its lack of human customer service, with users reporting an inability to get to a live person and being stuck in endless phone trees or with unhelpful chatbots R73R76R83. This leads to problems with cancellations, refunds, and resolving booking issues .
Notifications & Privacy edge: Hilton HonorsR1R28R34R36
Hilton Honors Hilton Honors is heavily criticized for not respecting user notification settings, sending unwanted ads and promotional content even when all notifications are disabled in the app R1R28R36. The app also has issues working with VPNs, causing frequent error pop-ups R34.
Hotels.com There are no specific reviews regarding notification practices or VPN support for Hotels.com. However, users do complain about the app's overall slowness and unreliability, which could indirectly impact timely notifications or privacy-related functions R61R63.
Pick Hilton Honors if

you are a frequent Hilton guest and value brand-specific features like digital keys and room selection, and are willing to tolerate occasional app bugs and notification issues R2R8.

Pick Hotels.com if

you need to book a wide variety of hotels and are comfortable with a potentially slower app experience and limited human customer support R61R63R76R83.

Evidence note: Recent reviews for Hilton Honors are heavily skewed negative due to significant app bugs and functionality losses after updates, contrasting with its high lifetime rating. Hotels.com reviews also show a strong negative trend regarding app performance and customer service.

Frequently asked

Does Hilton Honors' digital key feature work reliably?
While the digital key is a valued feature, many users report it is unreliable and often fails to open doors, forcing them to return to the front desk for a physical key R4R10R25R30.
Are there issues with notifications in the Hilton Honors app?
Yes, the Hilton Honors app is frequently criticized for not respecting user notification settings, sending unwanted ads and promotional content even when all in-app notifications are disabled R1R28R36R52.
How is Hotels.com's customer service?
Hotels.com's customer service is widely criticized for being difficult to access, with users reporting an inability to reach a live person and being stuck with unhelpful AI chatbots R73R76R83R105.
Do Hotels.com users find the app slow?
Yes, multiple users describe the Hotels.com app as "slowest app ever" and report it running slowly even on high-end devices R61R63.

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. [R2] Hilton Honors 4/5 · US App improved, Please Add Wallet Support of Digital Key: This is my updated review. Current version of Hilton Honors app (new edition) is a significant improvement. Calendar support for reservations is now enabled and works flawlessly (just as in the old edition). Thank you. Link to download Wallet cards for the reservations is still missing. Please add Wallet Support for the reservations. As a ver
  2. [R4] Hilton Honors 1/5 · US Rage Review: I used to think highly of this app, until after a VERY long day and getting to the airport late, I could not open my door with it, despite having checked in and my digital key “working.” I had to go back down to the desk to get a physical key the experience sucked. Therefore your review sucks. Congrats, Hilton.
  3. [R6] Hilton Honors 3/5 · US Nice update but lacks ability to add to calendar: Overall I like the new look and interface in the app now. It is cleaner and more modern look. For some reason the ability to add a reservation to your calendar is gone. Please bring back this functionality.
  4. [R8] Hilton Honors 5/5 · US You decide: Hilton gives the customer a chance to make decisions on room choices, which is great for people who want to be away from elevators and ice machines
  5. [R7] Hilton Honors 1/5 · US A flying piano…: Just downloaded the most recent Hilton Honors Application update effective 07/07/2026 and yes folks, it continues to be a hot mess, in a dumpster fire, on a train wreck. Why so subterranean in my assessment you may ask? Let’s review together. 1. Upon opening the App; after deleting reinstalling of course. The ubiquitous, “That was unexpected”. Sorry for the interruption. Let’s tr
  6. [R13] Hilton Honors 1/5 · US Bugs make this app useless: « That was unexpected «  bug on repeat makes this app useless
  7. [R18] Hilton Honors 3/5 · US When (IF) it works it's great!: Rated 3 stars because of its reliability. Great functionality IF it's working. "Unexpected error" message should not be frequent. In a 9 day trip (3 hotels ), it worked about 25% of the times I tried to open it. Please fix!
  8. [R23] Hilton Honors 5/5 · US Very smooth: Booking these Hilton hotels through the App is smooth and simple. I highly recommend!
  9. [R5] Hilton Honors 5/5 · US Excellent stay at Hilton: I had a wonderful stay at the Hilton. The hotel was very clean, and the staff was friendly, helpful, and respectful throughout my visit. The breakfast had a great variety of options, and everything was fresh and delicious. I truly enjoyed my stay and would definitely recommend this hotel to others.
  10. [R11] Hilton Honors 5/5 · US The Best: I am a Marriott Titanium Member. I was so fed up with old and outdated Marriott properties. So I gave Hilton a try. They are the best chain hotel. Thanks Hilton
  11. [R20] Hilton Honors 5/5 · US Hilton East: Always so nice and friendly when we stay. Very clean and good vibes all around.
  12. [R25] Hilton Honors 1/5 · US Miserable app. Zero stars: Digital key never arrived. What a fumble with developers Membership has zero perks! They offer to upgrade you a room when your status says complimentary if available. Apparently it’s available if your lame app is offering to sell to me at checkin. Chat feature is slow and you have to go through a bot to get to real person. This is reason I went from Diamond to reg
  13. [R10] Hilton Honors 1/5 · US Bad start: Received an email about getting room key on phone and skipping the front desk. Don’t work. Corporate office couldn’t find res. Connected me to hotel. After 15 minutes was told rather bluntly “just check at the front desk. Wasted half hour of my time.
  14. [R16] Hilton Honors 2/5 · US garbage: can't find my reservation, and when i call the support number nobody answers. ended up having to check in the regular way. pointless app.
  15. [R19] Hilton Honors 1/5 · US Useless AI support: The app is horrible for Diamond members. No real person is available and their “AI” chat is useless.
  16. [R22] Hilton Honors 1/5 · US Can’t get into my account: Can’t get into my account. Talked to customer service, though they were nice, they were not able to get me into my account. They have a janky interface. Wasted a lot of time
  17. [R1] Hilton Honors 1/5 · US App does not respect push notifications settings: I would like app notifications about my stay so I did not block notifications on the ios level but I disabled all notifications in the app settings, and yet I still get ads.
  18. [R28] Hilton Honors 1/5 · US Deceptive use of Push Notifications: App hijack push notifications for ads and promos instead of delivering the updates or tasks users actually need. Get notifications when you are on travel for deals. Total misuse of notifications. Very frustrating.
  19. [R34] Hilton Honors 1/5 · US No VPN support? Negative stars if I could: Support VPN - it’s an extremely basic privacy right, everyone should have. You’re just an overly priced space rental.
  20. [R36] Hilton Honors 1/5 · US Does not honor notification preferences: I had ONLY “Stay reminders” on, and continued to get push notifications about earning points and staying elsewhere. So after my last stay, I turned off even that one. Well, now with ALL push notifications set to “off” in the app, I am STILL getting ads about spending my points on some stupid show. If Hilton can’t even honor a simple setting like push noti
  21. [R30] Hilton Honors 3/5 · GB Mr: Digital key function has never worked for my stays, I am always required to use reception so I am not sure of the reason for this function
  22. [R52] Hilton Honors 1/5 · US Spam notifications: Even thought I turned off all push notifications except ones related to my stay, it still sent push notifications advertising random stuff.
  23. [R73] Hotels.com 1/5 · US A.I. BLOCKS ACTUAL ASSISTANCE.: HOTEL FULL OF ROACHES AND NO HUMAN TO ASSIST,
  24. [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.
  25. [R83] Hotels.com 4/5 · US Terrible: They have no one to contact for customer service. This is a terrible app.
  26. [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.
  27. [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
  28. [R63] 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.

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