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Hotels.com app reviews: what users complain about
We ran Revunda on 300 of the most recent public App Store reviews of Hotels.com: Book Hotel Deals (Travel, by Hotels.com) from 3 storefronts, dated 2026-06-07 to 2026-10-22. Average rating in this sample: 3.07★. Its all-time US App Store rating is 4.8★ from 2.3M ratings. 115 reviews contained a complaint; the biggest theme was pricing / subscription (50%).
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Complaint categories
| Category | Reviews | Share of complaints | Avg severity (0–3) |
|---|---|---|---|
| Pricing / subscription | 57 | 50% | 2.1 |
| Bugs | 55 | 48% | 2.3 |
| Feature requests | 35 | 30% | 1.9 |
| UX / design | 14 | 12% | 2.2 |
| Performance | 10 | 9% | 2.4 |
| Crashes / freezes | 7 | 6% | 2.6 |
| Ads | 1 | 1% | 2.9 |
A review can count in several categories, so shares add up to more than 100%. Severity is the AI's estimate of how bad the problem is for the user.
Top issues, ranked by reviews × severity
- Answer support requests: 67 complaining reviews, avg severity 2.2/3. What to do: Add an in-app contact option and reply to these App Store reviews; Apple lets developers respond publicly.
“The last 2 reservations I have made did not register with the hotel. I had to rebook at both at higher prices of course. The first cancellation took over a week to rectify. This current reservation I was on the phone for nearly an hour after online support wit…” (1★, v2026.39, US) - Make trials and renewals transparent: 21 complaining reviews, avg severity 2.1/3. What to do: Show the renewal date and price before the trial ends; link to cancellation. Surprise charges drive 1-star reviews and refunds.
“I have never completed the reservation with you, it was supposed cancelled at the moment I made it. I had to booked a new reservation directly with the hotel because your company never completed anything but thought charged me . I am expecting full refund from…” (5★, v2026.40, US) - Fix login / account access: 9 complaining reviews, avg severity 2.6/3. What to do: Audit the sign-in flow (SSO, password reset, verification emails) on the latest version; add clear error messages.
“Followed link from DDS. Tried to sign in, get code. Back to sign in. Enter code. App returned me back to sign in page🤷🏼♂️!!! After 5 tries gave up and tried reset password instead. Email received with reset link which also had my name so account does exist! R…” (1★, v2026.40, GB) - Fix in-use crashes and freezes: 7 complaining reviews, avg severity 2.6/3. What to do: Match quoted actions to crash reports; ship a hotfix for the top stack trace.
“Asking if trip is a business trip is rendering the app unusable as it crashes” (1★, v2026.31, GB) - Improve content quality: 8 complaining reviews, avg severity 1.9/3. What to do: Review the content areas users name; add a "report a problem" button on content.
“Don’t trust this app. Awful.” (1★, v2026.41, US) - Soften the redesign backlash: 7 complaining reviews, avg severity 2.2/3. What to do: Explain the change in-app, restore the most-missed option, or offer a setting for the old behaviour.
“I use this, Booking & Trip. I now only use this if essential as it has illegal practices and dark patterns for the UK. When you stop somewhere it ignores marketing preferences and re-subscribes you to all. You then have to unsubscribe from all optional emails…” (1★, v2026.41, GB)
Rating by app version (newest first)
| Version | Reviews | Avg stars | Share with a complaint |
|---|---|---|---|
| 2026.42 | 23 | 2.7 | 52% |
| 2026.41 | 43 | 3.2 | 40% |
| 2026.40 | 61 | 2.9 | 43% |
| 2026.39 | 9 | 3.6 | 33% |
| 2026.38 | 14 | 3.1 | 50% |
| 2026.37 | 9 | 3.2 | 44% |
Versions with fewer than 3 reviews in the sample are left out.
FAQ
What do users complain about most in Hotels.com?
In 300 recent App Store reviews (2026-06-07 to 2026-10-22), the most common complaint theme was pricing / subscription (50% of complaining reviews), and the top specific issue was “answer support requests” (67 reviews).
How many Hotels.com reviews are negative?
115 of 300 recent reviews (38%) contained a complaint. Average rating in this sample: 3.07★. Its all-time US App Store rating is 4.8★ from 2.3M ratings.
Can I get the same report for my own app?
Yes. Paste your App Store or Google Play link at revunda.xyz/apps/ and you get the full PDF (up to 300 recent reviews, 7 categories, 18 specific issues, version trend, 10 ranked fixes) within 24–48 hours. A free mini check shows the top 3 themes in seconds.
How to read this
Apple's public feed only shows recent reviews, so this is a snapshot of the last weeks or months, not the app's full history. Popular apps attract complaints in proportion to their size; the useful part is which issues repeat. Generated 22 October 2026. We have no relationship with Hotels.com.
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