By AppHub Editorial Team · Updated August 3, 2026
Hotels.com: Travel Booking
Overview
Travel & Local
Hotels.com LP
Free
Apr 13, 2011
2026.8.0
10
No
Feb 23, 2026
Features
Find and book your perfect somewhere with the Hotels. com app.
GET REWARDED THROUGH OUR APP
Find and book your perfect somewhere with the Hotels. com app. GET REWARDED THROUGH OUR APP -Access Member Prices
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Ratings breakdown
959,000 reviewsDeveloper contact
Name
Expedia Group, Inc.
Address
1111 Expedia Group Way W Seattle, WA 98119 United States
Website
http://www.hotels.comPhone
+1 206-481-0560
Support
handroid@expedia.com
Privacy
View policyFrequently Asked Questions
Is the Hotels.com app currently working properly for booking hotels? medium
Based on recent user reviews, many are experiencing significant problems. Three out of five recent reviewers report being stuck in endless login verification loops that prevent them from booking or managing reservations. This suggests a widespread issue as of late 2025. However, the app has a high overall rating of 4.8 from nearly a million reviews, so these problems may affect only certain users or have since been resolved.
Source: user_reviews, app_metadata
Does Hotels.com offer a loyalty program with rewards? high
Yes. Hotels.com has a loyalty program called One Key™ that allows you to earn OneKeyCash™ on eligible hotel stays, flights, car rentals, and vacation rentals. This cash can be used on Hotels.com, Expedia, and Vrbo. Members can also access Member Prices with 10% or more off on over 100,000 hotels. One Key members also unlock perks at select VIP Access properties.
Source: app_metadata
What happens if I need to cancel a hotel booking? medium
The app's listing states that most hotels offer free cancellation, though some require cancellation 24-48 hours before check-in. However, recent user feedback suggests that canceling within the app may be frustrating. One reviewer reported being unable to cancel an itinerary because the app kept routing them in a circle. Another reviewer complained about having to pay extra for any changes, even upgrades.
Source: user_reviews, app_metadata
How to Use
Use Hotels.com to search, compare, and book hotels, vacation rentals, and other travel accommodations while earning rewards through the One Key loyalty program. (app_description)
Getting Started
Source: app_description_and_user_feedback_noted
- Download the Hotels.com app from the Google Play Store.
- Create an account or log in. Note: some recent users have reported login loop issues, so ensure your credentials are correct.
- Join the One Key™ loyalty program to start earning OneKeyCash™ on bookings.
- Search for a destination, date, and number of guests. Use the filter and comparison tools to find the best hotel.
- Select a hotel with a free cancellation policy if flexibility is needed. Review the cancellation terms on the property page.
- Proceed to checkout, entering your payment details. You can choose to pay now or later on most reservations.
- After booking, you can manage your itinerary and access confirmation details offline through the app.
Key Features (from app listing)
Source: app_description
- Member Prices of 10% or more on over 100,000 hotels for logged-in users.
- One Key™ loyalty program: earn and redeem OneKeyCash™ across Hotels.com, Expedia, and Vrbo.
- Selection of over 500,000 properties worldwide, including hotels and vacation rentals.
- Free cancellation on most hotels (with terms and conditions).
- Trip Planner: save, organize, and share favorite properties.
- Offline access to booking confirmations and details.
- In-app chat to contact the hotel or property owner directly.
This tip responds to the high-engagement complaint pattern in recent_reviews about login loops and bot verification, suggesting a practical troubleshooting step based on the reviewer's description of the issue.
How this content was created
Content type: pattern_analysis_of_user_reviews_and_metadata
AI generated: Yes
- Google Play user reviews (5 per app), October 11, 2025 to December 20, 2025
- Google Play ratings distribution
- App Store listing metadata
- Review samples are not statistically representative of all user sentiment
- This analysis is based on only 5 recent reviews; no other review buckets were available
- High-confidence claims from this sample are based on a pattern seen in 3 out of 5 recent reviews, but the sample is very small and skewed negative
- Claims labeled 'low confidence' are based on single-review observations only
- No real-world app testing was conducted
- Feature availability may vary by region, device, and app version
Pros & Cons
Based on analysis of Google Play user reviews
Pros
- Earn OneKeyCash rewards and access member prices on hotels, flights, and rentals across Expedia and Vrbo.
Theme 'Rewards and savings' identified in app description
Evidence (1)
“Get rewarded through our app - Access Member Prices of 10% or more on over 100,000 hotels worldwide.”Rating: 5★ N/A - Wide selection of over 500,000 properties worldwide with free cancellation on most hotels.
Theme 'Property selection and flexibility' identified in app description
Evidence (1)
“Choose from over 500,000 properties worldwide. Enjoy the flexibility of free cancellation on most hotels.”Rating: 5★ N/A - Trip Planner feature allows saving and sharing favorite hotels and organizing travel plans in one place.
Theme 'Trip organization' identified in app description
Evidence (1)
“Use Trip Planner to organize your travel plans in one place. Save your favorite hotels... and share these with friends and family.”Rating: 5★ N/A
Cons
- App frequently fails to log in or gets stuck in an endless verification loop, making it unusable for booking.
Theme 'Login and verification issues' identified in recent_review #2, #3, #4
Evidence (3)
“It currently is unusable, and requires you to prove you are not a bot that is in an endless loop that will not allow you to book.”Rating: 1★ October 19, 2025 46 likes“It just makes me log in and then takes you to a page that announces one password for this plus VRBO and Expedia... and then when you click Continue, it does nothing.”Rating: 1★ November 25, 2025 34 likes“it keeps asking me for a login to verify my account and I've already had the itinerary and booking... it just keeps routing around in circles and you can't get anywhere.”Rating: 2★ October 14, 2025 31 likes - Reservations sometimes go missing or are placed under wrong names, causing double charges and data concerns.
Theme 'Reservation errors and double charges' identified in recent_review #1, #4
Evidence (2)
“Booked through the app and when I got to the hotel they couldn't find my reservation... they ended up charging me twice and saying one would be refunded in a few days.”Rating: 2★ December 20, 2025 26 likes“it won't let me cancel an itinerary there's just no way to cancel it anywhere in the app.”Rating: 2★ October 14, 2025 31 likes - Charges extra fees for making changes or upgrades, even when paying more, with poor customer service.
Theme 'Extra fees for changes and poor support' identified in recent_review #5
Evidence (1)
“You have to pay extra to have the option to make changes to your reservation. EVEN if you are trying to upgrade and pay more.”Rating: 1★ October 11, 2025 26 likes
Recent Reviews
Matthew Landen
2★Booked through the app and when I got to the hotel they couldn't find my reservation. After 30 minutes of calling and trying to work through their online chat I was finally able to reach a person. They called the hotel and found my reservation under a name I'd never heard of. They semi-got it fixed, where they ended up charging me twice and saying one would be refunded in a few days... Not only frustrating, but makes me worry about my data on their platform
Mitchell B
1★App used to be excellent, but has gotten worse since a merger with Expedia. It currently is unusable, and requires you to prove you are not a bot that is in an endless loop that will not allow you to book. I've switched to a different app. I feel they care more about themselves, than their customers. Requiring a confusing puzzle to book a hotel is unacceptable. There are much better choices. I am not a bot!!!
GW
1★App no longer works! If I could rate this app ZERO stars I would. So thank you all so much for screwing up my vacation because I now cannot even access the app at all. It just makes me log in and then takes you to a page that announces one password for this plus VRBO and Expedia (which I frankly do not want) and then when you click Continue, it does nothing. Absolutely USELESS. I will be uninstalling unless this is fixed within 7 days. 😡
RayRay
2★This app sucks it keeps asking me for a login to verify my account and I've already had the itinerary and booking and everything and it won't let me cancel an itinerary there's just no way to cancel it anywhere in the app . It just keeps routing around in circles and you can't get anywhere . It'll let your book trips fine . Just not cancel them.
customer 8169
1★You have to pay extra to have the option to make changes to your reservation. EVEN if you are trying to upgrade and pay more. I understand if its for people trying to cancel or making changes last minute. Calling a month in advance I need to make my room bigger just paying more, there is plenty of time (shows on actual hotel website the upgraded room is available for the date I have). NOPE, had to pay the extra $ at the time of checkout to be eligible for changes. their call center is in India.