Hotel Engine NPS & Customer Reviews

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Hotel Engine

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Hotel Engine

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About Hotel Engine's Brand

Engine is the modern travel platform for booking and managing work trips. It saves businesses time and money through an intuitive travel network that connects to nearly every hotel, airline, and car rental company in the U.S. It offers single invoice billing, the flexibility to modify trips at any time without sunk costs, and a unified view of all company travel and spend. Customers rely on Engine to not only make travel easier to manage, but to make it enjoyable for everyone involved. The company is backed by Telescope Partners, Blackstone, Elefund and Permira. Learn more at www.engine.com. Among its major competitors, Hotel Engine is ranked in 3rd place for NPS while Navan is 1st, and Airbnb is 2nd.

Brand at a Glance

73%

Customer Loyalty

3.6/5

Product Quality

3.4/5

Pricing

3.3/5

Customer Service

Hotel Engine Ranking

^#3 / 4 of its competitors

Hotel Engine NPS

Hotel Engine's Net Promoter Score (NPS) is a -1 with 43% Promoters, 13% Passives, and 44% Detractors. Net Promoter Score tracks whether Hotel Engine's customers would recommend using the product based on a scale of -100 to 100.

Hotel Engine Overall NPS

-1

NPS

43%	Promoters
13%	Passives
44%	Detractors

Hotel Engine NPS Trend

-100

-50

100

Summary	Date	Score
Jun 2023 0	Jun 2023	0
Jul 2023 -8	Jul 2023	-8
Aug 2023 -7	Aug 2023	-7
Oct 2023 -6	Oct 2023	-6
Jan 2024 -10	Jan 2024	-10
Feb 2024 -5	Feb 2024	-5
Mar 2024 0	Mar 2024	0
Apr 2024 -5	Apr 2024	-5
Jun 2024 -4	Jun 2024	-4
Jul 2024 -6	Jul 2024	-6
Oct 2024 -5	Oct 2024	-5
Dec 2024 -1	Dec 2024	-1

How Other Brands Compare

Hotel Engine is ranked third for NPS among its competitors. Navan and Airbnb come in first and second, with Hotels.com coming in at #4.

	Hotel Engine	Airbnb	Navan	Hotels.com
Global Ranking	#-	#78	#404	#-
NPS	-1	24	54	-82
Social Sentiment Calculated by analyzing social media and other online mentions	-	Neutral	Neutral	-
Valuation Updated every 24 hours for public companies	-	$18.00B	$4.00B	$24.34B

What is NPS

Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"

Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.

Hotel Engine NPS by Gender

Male customers rated Hotel Engine's NPS 62 points higher than Female customers.

Male

Hotel Engine's NPS was rated 28 by Male customers on Comparably.

57%

Promoters

14%

Passives

29%

Detractors

Female

-34

Hotel Engine's NPS was rated -34 by Female customers on Comparably.

33%

Promoters

Passives

67%

Detractors

Hotel Engine NPS by Ethnicity

Hotel Engine's NPS was rated -20 points by Caucasian customers on Comparably.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -20	Caucasian	-20

Hotel Engine NPS by Age

Hotel Engine's NPS was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.

100

Summary

Age

Promoters

Passives

Detractors

31-35

67%

33%

36-40

50%

Hotel Engine NPS by Usage

Hotel Engine's NPS was rated the highest by customers who have used Hotel Engine's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year -34	Less than 1 Year	-34
2 to 5 Years 0	2 to 5 Years	0

Hotel Engine NPS vs. Competitors

Compared to its competitors, Hotel Engine's NPS is rated right above Egencia, and is preceded by Airbnb.

COMPANY		NPS Score
	Navan	54
	Airbnb	24
	Hotel Engine	-1
	Egencia	-14
	Hotels.com	-82

Hotel Engine Customer Reviews

Hotel Engine Customer Loyalty

73%

Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.

73% of Hotel Engine users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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73%

27%

Hotel Engine Customer Loyalty Score by Gender

Female customers rated Hotel Engine's Customer Loyalty score 26% higher than Male customers.

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Male

74%

Yes

Female

100%

Yes

Hotel Engine Customer Loyalty Score by Ethnicity

Hotel Engine's Customer Loyalty score was rated 82% by Caucasian customers on Comparably.

% who answered "Yes"

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out of 100

Caucasian

Hotel Engine Customer Loyalty Score by Age

Hotel Engine's Customer Loyalty score was rated the highest by customers ages 36-40, and the lowest by customers ages 31-35.

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20%

40%

60%

80%

100%

Summary	Age	Score
31-35 70%	31-35	70%
36-40 78%	36-40	78%

Hotel Engine Customer Loyalty Score by Usage

Hotel Engine's Customer Loyalty score was rated the highest by customers who have used Hotel Engine's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	70%
2 to 5 Years	100%

Hotel Engine Customer Loyalty Score by Industry

Hotel Engine's Customer Loyalty score was rated 70% by Tech industry customers.

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Tech	70%

Hotel Engine Customer Loyalty vs. Competitors

Compared to its competitors, Hotel Engine's Customer Loyalty score is rated right above Egencia, and is preceded by Navan.

COMPANY		Customer Loyalty Score
	Airbnb	76%
	Navan	74%
	Hotel Engine	73%
	Egencia	73%
	Hotels.com	71%

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Hotel Engine Product Quality

3.6/5

Hotel Engine has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.

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Hotel Engine Product Information

Hotel Engine’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Hotel Engine's product the highest.

Website: http://www.hotelengine.com

Company Size: 201-500 Employees

Industry

Hospitality

Quick Insights into Hotel Engine Product Quality

Hotel Engine's Product Quality score was rated highest by customers ages 31-35, and rated lowest by customers who have used Hotel Engine's products/services for 2 to 5 Years.

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Ranked Hotel Engine Product Quality the Highest

31-35	4.1
Caucasian	3.8
Female	3.8

Ranked Hotel Engine Product Quality the Lowest

36-40	3.9
Male	3.5
2 to 5 Years	3

Hotel Engine Product Quality Score by Gender

Female customers rated Hotel Engine's Product Quality score 0.3 stars higher than Male customers.

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Male

3.5/5

Female

3.8/5

Hotel Engine Product Quality Score by Ethnicity

Hotel Engine's Product Quality score was rated 3.8 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 3.8	Caucasian	3.8

Hotel Engine Product Quality Score by Age

Hotel Engine's Product Quality score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.

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Summary	Age	Score
31-35 4.1	31-35	4.1
36-40 3.9	36-40	3.9

Hotel Engine Product Quality Score by Usage

Hotel Engine's Product Quality score was rated the highest by customers who have used Hotel Engine's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	3.8
2 to 5 Years	3

Hotel Engine Product Quality Score by Industry

Hotel Engine's Product Quality score was rated 3.1 stars by Tech industry customers.

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Tech	3.1

Hotel Engine Product Quality vs. Competitors

Compared to its competitors, Hotel Engine's Product Quality score is rated right above Egencia, and is preceded by Airbnb.

COMPANY		Product Quality Score
	Navan	4/5
	Airbnb	3.7/5
	Hotel Engine	3.6/5
	Egencia	2.4/5
	Hotels.com	1.5/5

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Hotel Engine Pricing

Hotel Engine ROI & Value For Money

3.4/5

Hotel Engine has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.

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Hotel Engine Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry.

Quick Insights into Hotel Engine ROI

Hotel Engine's ROI score was rated highest by customers ages 31-35, and rated lowest by customers who have used Hotel Engine's products/services for 2 to 5 Years.

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Ranked Hotel Engine ROI the Highest

31-35	4.1
Less than 1 Year	3.6
Male	3.6

Ranked Hotel Engine ROI the Lowest

36-40	3.6
Female	3.1
2 to 5 Years	2.8

Hotel Engine ROI Score by Gender

Male customers rated Hotel Engine's ROI score 0.5 stars higher than Female customers.

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Male

3.6/5

Female

3.1/5

Hotel Engine ROI Score by Ethnicity

Hotel Engine's ROI score was rated 3.4 stars by Caucasian customers on Comparably.

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Summary	Ethnicity	Score
Caucasian 3.4	Caucasian	3.4

Hotel Engine ROI Score by Age

Hotel Engine's ROI score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.

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Summary	Age	Score
31-35 4.1	31-35	4.1
36-40 3.6	36-40	3.6

Hotel Engine ROI Score by Usage

Hotel Engine's ROI score was rated the highest by customers who have used Hotel Engine's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	3.6
2 to 5 Years	2.8

Hotel Engine ROI Score by Industry

Hotel Engine's ROI score was rated 3.3 stars by Tech industry customers.

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Tech	3.3

Hotel Engine Pricing vs. Competitors

Compared to its competitors, Hotel Engine's ROI score is rated right above Egencia, and is preceded by Airbnb.

COMPANY		Pricing Score
	Navan	4.2/5
	Airbnb	3.5/5
	Hotel Engine	3.4/5
	Egencia	2.2/5
	Hotels.com	1.5/5

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Hotel Engine Customer Satisfaction (CSAT)

Hotel Engine Customer Satisfaction (CSAT) Score

61 / 100

Hotel Engine has an overall Customer Satisfaction score of 61 rated by its users and customers.

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Very Satisfied	31%
Satisfied	30%
Neither Satisfied nor Dissatisfied	19%
Dissatisfied	8%
Very Dissatisfied	12%

Very Satisfied

31%

Satisfied

30%

Neither Satisfied nor Dissatisfied

19%

Dissatisfied

Very Dissatisfied

12%

What is Customer Satisfaction (CSAT) Score

Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.

Quick Insights into Hotel Engine Customer Satisfaction

Hotel Engine's Customer Satisfaction score was rated highest by customers from the Tech industry, and rated lowest by customers who have used Hotel Engine's products/services for Less than 1 Year.

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Ranked Hotel Engine Customer Satisfaction the Highest

Tech	67%
36-40	50%
Male	50%

Ranked Hotel Engine Customer Satisfaction the Lowest

Female	34%
Less than 1 Year	33%

Hotel Engine Customer Satisfaction Score by Gender

Male customers rated Hotel Engine's Customer Satisfaction score 16 points higher than Female customers.

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50 / 100

Male

	Very Satisfied	33%
	Satisfied	17%
	Neither Satisfied nor Dissatisfied	33%
	Dissatisfied	0%
	Very Dissatisfied	17%

34 / 100

Female

	Very Satisfied	34%
	Satisfied	0%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	33%
	Very Dissatisfied	33%

Hotel Engine Customer Satisfaction Score by Ethnicity

Caucasian
40%

CSAT according to Caucasian

Hotel Engine's Customer Satisfaction (CSAT) score was rated 40% according to Caucasian users and customers.

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40 / 100

Very Satisfied	40%
Satisfied	0%
Neither Satisfied nor Dissatisfied	20%
Dissatisfied	20%
Very Dissatisfied	20%

Very Satisfied

40%

Satisfied

Neither Satisfied nor Dissatisfied

20%

Dissatisfied

20%

Very Dissatisfied

20%

Hotel Engine Customer Satisfaction Score by Age

Hotel Engine's Customer Satisfaction score was rated 50 points by customers ages 36-40 on Comparably.

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100

Breakdown

Age

Score

36-40

50%

Hotel Engine Customer Satisfaction Score by Usage

Hotel Engine's Customer Satisfaction score was rated the highest by customers who have used Hotel Engine's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	33
2 to 5 Years	34

Hotel Engine Customer Satisfaction Score by Industry

Hotel Engine's Customer Satisfaction score was rated 67 points by Tech industry customers.

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			"label": "Tech",
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Tech	67

Hotel Engine Customer Satisfaction vs. Competitors

Compared to its competitors, Hotel Engine's Customer Satisfaction score is rated right above Navan, and is preceded by Airbnb.

COMPANY		Customer Satisfaction (CSAT) Score
	Airbnb	72%
	Hotel Engine	62%
	Navan	57%
	Egencia	28%
	Hotels.com	10%

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Hotel Engine Customer Service

3.3/5

Hotel Engine has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.

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About Hotel Engine's Customer Service

Address

250 Fillmore St Suite 150, Denver, CO 80206

Website

http://www.hotelengine.com

Phone Number

720-999-9349

Hotel Engine's Social Links

Quick Insights into Hotel Engine Customer Service

Hotel Engine's Customer Service score was rated highest by customers ages 31-35, and rated lowest by Female customers.

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Ranked Hotel Engine Customer Service the Highest

31-35	4.1
Male	3.6
Tech	3.3

Ranked Hotel Engine Customer Service the Lowest

36-40	2.7
Less than 1 Year	2.5
Female	2

Hotel Engine Customer Service Score by Gender

Male customers rated Hotel Engine's Customer Service score 1.6 stars higher than Female customers.

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Male

3.6/5

Female

2/5

Hotel Engine Customer Service Score by Ethnicity

Hotel Engine's Customer Service score was rated 2.7 stars by Caucasian customers on Comparably.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2.7	Caucasian	2.7

Hotel Engine Customer Service Score by Age

Hotel Engine's Customer Service score was rated the highest by customers ages 31-35, and the lowest by customers ages 36-40.

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100

Summary	Age	Customer Service Score
31-35 4.1	31-35	4.1
36-40 2.7	36-40	2.7

Hotel Engine Customer Service Score by Usage

Hotel Engine's Customer Service score was rated the highest by customers who have used Hotel Engine's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	2.5
2 to 5 Years	2.8

Hotel Engine Customer Service Score by Industry

Hotel Engine's Customer Service score was rated 3.3 stars by Tech industry customers.

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Tech	3.3

Hotel Engine Customer Service vs. Competitors

Compared to its competitors, Hotel Engine's Customer Service score is rated right above Egencia, and is preceded by Airbnb.

COMPANY		Customer Service Score
	Navan	3.7/5
	Airbnb	3.5/5
	Hotel Engine	3.3/5
	Egencia	1.9/5
	Hotels.com	1.5/5

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Hotel Engine as an Employer

4.5/5

Hotel Engine has a 4.5/5 stars for its overall company culture rated by their employees

top

25%

CEO of Hotel Engine

Elia Wallen

In the Top 25% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Hotel Engine scored a -1 for Net Promoter Score and a 23 for Employee Net Promoter Score. NPS gauges how likely a customer of Hotel Engine would recommend the brand to a friend. ENPS measures how likely Hotel Engine employees would recommend working at Hotel Engine to a friend.

Net Promoter Score

-1

NPS Score

43%	Promoters
13%	Passive
44%	Detractors

Employee Net Promoter Score

eNPS Score

58%	Promoters
7%	Passive
35%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail