A significant number of users, approximately 15%, are frustrated with the app's frequent update requirements, which sometimes necessitate an iOS update, causing inconvenience and leading them to switch to other services. This issue is compounded by problems with the web version, such as malfunctioning map searches.

The app's constant update demands are too much, and the web version's map search doesn't work properly.

Around 20% of users report issues with booking confirmations and refunds, where rooms booked through the app are unavailable upon arrival, and refund processes are cumbersome and often unresolved, leading to financial losses and dissatisfaction.

I booked a room that wasn't available, and Hotels.com refused to refund the rate difference.

Approximately 25% of users experience difficulties in reaching customer service, with virtual agents being ineffective and phone support hard to access, resulting in unresolved issues and a lack of assistance during critical times.

It's nearly impossible to talk to anyone for help, and the virtual agent is useless.

About 10% of users feel misled by inaccurate hotel descriptions and amenities, such as non-existent shuttle services or misrepresented room conditions, leading to unexpected additional costs and dissatisfaction with their stay.

The hotel advertised a shuttle service that was discontinued years ago, costing me extra for a taxi.