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Hotels.com review

Booking hotel booking site.

CHOICE Expert Rating

66%

What is the CHOICE Expert Rating

CHOICE Expert rating

This is the product's overall performance score, based on key tests conducted by our industry experts in the CHOICE labs.

Good points

•  Good hotel details available on the map
•  Good support options, including an Australian phone number
•  Very easy to use different currencies

Bad points

•  Not possible to specify a twin room instead of a double during search
•  Not possible to search for "1 guest 1 room" when you can only search for "1 guest" which returns hostel dormitories as well
•  Can't search based on user reviews
•  Only the last 5 user reviews for each hotel are available
•  No details on languages spoken at each hotel
•  In 2016, the ACCC found that the parent company, Expedia, were forcing accommodation partners to provide them with the cheapest rates, via parity clauses. This stopped hotels and motels from offering cheaper rates on their own sites, over the phone or at the hotel desk. These clauses have since been removed.
•  In early 2019, Hotels.com was subject to an enforcement action from the UK Competition and Markets Authority (which is similar to the ACCC). This was related to pressure selling; misleading information regarding discounts and hotel popularity; hidden charges; and withholding information regarding the impact of commission on search results. As of February 2019, Hotels.com has agreed to not engage in these practices.
Performance score View more details.

Performance score is made up of total number of search results (70%) and price (30%). Assessed across all services at the same time per location, on 22 January, 2019.

71%
Ease of use score View more details.

Ease of use score is made up of comparison (50%), search (30%) and general navigation (20%).

63%
CHOICE Expert Rating View more details.

This overall score is made up of ease of use (60%) and performance (40%).

66%
Booking score View more details.

This does not contribute to the overall score, as aggregation services do not support booking within the website.

77%
Recommended View more details.

As of February 2019, we cannot recommend any hotel booking sites due to the ongoing investigations into anti-competitive behaviour.

No
Multiple currencies View more details.

Can the website show the price in currencies other than AUD?

Yes
Advertising on the website
Yes
Multiple languages View more details.

Is the website available in languages other than English?

No
Holiday home or apartment booking View more details.

Does the service offer holiday houses and apartments as well as hotels?

No
Hotel and flights (package booking)
No
Flights and car (package booking)
No
Cruise booking View more details.

Can you also use the service to book a cruise.

Yes
Car rental booking
No
Gym filter
Yes
Pool filter
Yes
24-hour desk filter
Flight booking
No
TV filter
Cable
Accessible building/room filter
Yes
Hotel, flights and car (package booking)
No
Parking filter
Yes
Kitchen filter
Yes
Airport transfer booking
No
Internet filter
Free
Hotel and car (package booking)
No
Pet policy filter
Yes
Air conditioning filter
Yes
Hotel restaurant filter
Yes
Travel insurance booking View more details.

Can you also use the service to book travel insurance?

Yes
Activity booking View more details.

Can you also use the service to book tourist activities in the surrounding areas.

No
Member reviews

Average rating