Hotels.com: Book hotels & more

What it does

Hotels.com is a travel app designed for finding, comparing, and booking accommodations. It allows users to search for hotels and vacation rentals globally, filter them by numerous criteria, and manage their travel plans. The app is integrated into the Expedia Group ecosystem, offering a unified account and rewards program across multiple travel brands.

Where it shines

Hotels.com excels in its planning and organization tools. The ability to create distinct, named trips (04:33) and save specific hotels to them transforms the app from a simple search engine into a genuine trip planner. This contextual saving is far more useful than a generic wishlist. Another strong point is the filter UI; at 02:41, it shows not only matching properties but also those that don't match, preventing user frustration from overly narrow searches. Finally, the value proposition of a single account across Hotels.com, Expedia, and Vrbo is clearly communicated (00:49), which is a powerful incentive for frequent travelers.

UX highlights

Unified Search Bar: The single search bar for "Destination, property or address" (01:01) simplifies the initial search input, accommodating different user search patterns.
Clear Filter Chips: Applied filters are displayed as removable chips at the top of the search results (02:28), giving users a clear overview and easy control.
Contextual 'Compare' Feature: After saving a property, a 'Compare' option appears, allowing for side-by-side evaluation, a crucial step in the decision-making process (02:37).
Prominent Member Pricing: The app consistently highlights 'Member Price' (01:06), reinforcing the value of being logged in and encouraging users to book through the platform.
Trip-based Organization: Saving hotels into specific, named trips (05:33) instead of a single list greatly improves organization for users planning multiple journeys.
Informative Empty States: The 'Trips' section (04:31) and 'bali trip' (05:40) provide clear instructions and calls-to-action when empty, guiding the user on how to get started.

Monetization & growth

Monetization is not based on subscriptions, as no paywall is shown. The business model is likely commission-based from hotel bookings. The primary growth and retention mechanic is the unified rewards program. The app heavily promotes 'Member Prices' and the ability to 'Collect stamps' for every night stayed (01:02), which leads to reward nights. This loyalty program, shared across the Expedia Group, creates a strong incentive for users to consolidate all their bookings within this ecosystem.

Who it’s for

This app is for a wide range of travelers, from casual vacationers to frequent business travelers. Its powerful filtering and comparison tools cater to meticulous planners who want to find the perfect stay. The trip organization features are particularly useful for those planning multiple or complex trips. The integrated rewards program makes it especially appealing to budget-conscious and loyal travelers looking to maximize value from their bookings.

Notes & opportunities

The booking process requires users to scroll through a lot of information on the hotel details page (03:38 onwards) before they can select a room. A sticky 'See rooms' button or a more condensed layout could reduce this friction. Additionally, the virtual agent at 05:06 provides a very generic response when it can't find a booking. It could be improved by offering more proactive help, like suggesting a search for past emails or checking saved trips.