We analyzed 1,092 negative reviews to understand why users abandon the most popular Hotel Booking apps — and what they want instead.
Specific, exploitable gaps in the top Hotel Booking apps on the App Store.
Poor customer service and unresolved issues
"Zero customer service. (Expedia: Hotels, Flights, Cars)"
"I tried to use my credit for 4 hours till the price went up $40 slime balls. (Expedia: Hotels, Flights, Cars)"
Frequent booking errors and cancellations
"My reservation was canceled a few hours before I was set to arrive. (Booking.com: Hotels & Travel)"
"Zero star DO NOT BOOK ! SCAM. (Booking.com: Hotels & Travel)"
Lack of customer support and resolution
"Customer service is awful. (Hotels.com: Book hotels & more)"
"The app is not very user friendly. (Expedia: Hotels, Flights, Cars)"
Hidden fees and misleading pricing
"They charge you multiple times for a room I didn’t stay in because There were bed bugs. (Priceline - Hotel, Car, Flight)"
"The app shows higher prices. (Priceline - Hotel, Car, Flight)"
Pushy upselling of subscription models
"What’s with the so called ‘rewards’? (Hopper: Flights, Hotels & Cars)"
"Hopper was a savior on past travels and I still sing their praises. (Hopper: Flights, Hotels & Cars)"
35% of users complain about hidden fees and unexpected charges after booking. Many express frustration over the lack of transparency in the total cost displayed during booking versus the final charged amount.
Users are willing to pay for transparency and reliability. Many indicate they would prefer slightly higher upfront costs if it means there are no surprise fees later.
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