-82
NPS
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Hotels.com
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About Hotels.com's Brand
Online accommodation booking website Among its major competitors, Hotels.com is ranked in 2nd place for NPS while Booking.com is 1st, and CityPorters is 3rd.Their current valuation is $24.34B
Brand at a Glance
71%
Customer Loyalty
1.5/5
Product Quality
1.5/5
Pricing
1.5/5
Customer Service
Hotels.com Ranking
- #2 / 4 of its competitors
Hotels.com NPS
Hotels.com's Net Promoter Score (NPS) is a -82 with 7% Promoters, 4% Passives, and 89% Detractors. Net Promoter Score tracks whether Hotels.com's customers would recommend using the product based on a scale of -100 to 100.
Hotels.com Overall NPS
| 7% | Promoters |
|---|---|
| 4% | Passives |
| 89% | Detractors |
Hotels.com NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2025 -79 | Feb 2025 | -79 |
Mar 2025 -79 | Mar 2025 | -79 |
Apr 2025 -79 | Apr 2025 | -79 |
May 2025 -79 | May 2025 | -79 |
Jun 2025 -79 | Jun 2025 | -79 |
Jul 2025 -81 | Jul 2025 | -81 |
Aug 2025 -81 | Aug 2025 | -81 |
Sep 2025 -81 | Sep 2025 | -81 |
Oct 2025 -81 | Oct 2025 | -81 |
Nov 2025 -82 | Nov 2025 | -82 |
Dec 2025 -82 | Dec 2025 | -82 |
Jan 2026 -82 | Jan 2026 | -82 |
How Other Brands Compare
Hotels.com is ranked second for NPS among its competitors. Booking.com and CityPorters come in first and third, with HotelsOutlook coming in at #4. Among those competitors, it is the second most valued company behind Booking.com.
Hotels.com |  Booking.com |  CityPorters |  HotelsOutlook | |
| Global Ranking | #- | #588 | #- | #- |
| NPS | -82 | -1 | - | - |
| Valuation Updated every 24 hours for public companies | $24.34B | $97.57B | - | - |
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.
Hotels.com NPS by Gender
Male customers rated Hotels.com's NPS 2 points higher than Female customers.
Male
-93
Hotels.com's NPS was rated -93 by Male customers on Comparably.
3%
Promoters
1%
Passives
96%
Detractors
Female
-95
Hotels.com's NPS was rated -95 by Female customers on Comparably.
1%
Promoters
3%
Passives
96%
Detractors
Hotels.com NPS by Ethnicity
Hotels.com's NPS was rated the highest by Caucasian customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -92 | Caucasian | -92 |
Hispanic or Latino -100 | Hispanic or Latino | -100 |
African American/Black -100 | African American/Black | -100 |
Asian or Pacific Islander -100 | Asian or Pacific Islander | -100 |
Other -94 | Other | -94 |
Hotels.com NPS by Age
Hotels.com's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
Hotels.com NPS by Usage
Hotels.com's NPS was rated the highest by customers who have used Hotels.com's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -84 | Less than 1 Year | -84 |
1 to 2 Years -100 | 1 to 2 Years | -100 |
2 to 5 Years -90 | 2 to 5 Years | -90 |
5 to 10 Years -97 | 5 to 10 Years | -97 |
Over 10 Years -96 | Over 10 Years | -96 |
Hotels.com NPS vs. Competitors
Compared to its competitors, Hotels.com's NPS is rated right below Booking.com.
| COMPANY | NPS Score | |
|---|---|---|
 | Webjet.com | N/A |
| Booking.com | -1 |
| Hotels.com | -82 |
Hotels.com Customer Reviews
Out of the 37 Hotels.com customer reviews 2 were positive and 35 were constructive. Hotels.com customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Hotels.com Customer Loyalty
71%
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.
71% of Hotels.com users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Hotels.com Customer Loyalty Score by Gender
Female customers rated Hotels.com's Customer Loyalty score 3% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Hotels.com.
Male
72%
Yes
Female
75%
Yes
Hotels.com Customer Loyalty Score by Ethnicity
Hotels.com's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Hotels.com.
71
out of 100
Caucasian
70
out of 100
Hispanic or Latino
82
out of 100
African American/Black
87
out of 100
Asian or Pacific Islander
76
out of 100
Other
Hotels.com Customer Loyalty Score by Age
Hotels.com's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 31-35.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 40% | 18-25 | 40% |
26-30 40% | 26-30 | 40% |
31-35 40% | 31-35 | 40% |
36-40 78% | 36-40 | 78% |
41-45 76% | 41-45 | 76% |
46-50 86% | 46-50 | 86% |
51-55 81% | 51-55 | 81% |
56-60 67% | 56-60 | 67% |
61-65 86% | 61-65 | 86% |
66+ 70% | 66+ | 70% |
Hotels.com Customer Loyalty Score by Usage
Hotels.com's Customer Loyalty score was rated the highest by customers who have used Hotels.com's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Hotels.com Customer Loyalty Score by Industry
Hotels.com's Customer Loyalty score was rated the highest by Government and Public Policy industry customers, and the lowest by Marketing, Advertising and Research industry customers.
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Hotels.com Customer Loyalty vs. Competitors
Compared to its competitors, Hotels.com's Customer Loyalty score is rated right above Booking.com.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Hotels.com | 71% |
| Booking.com | 68% |
| Webjet.com | N/A |
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Hotels.com Product Quality
1.5/5
Hotels.com has an overall Product Quality score of 1.5 out of 5 stars rated by its users and customers.
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Hotels.com Product Information
Hotels.com’s product quality score is a 1.5 out of 5 as rated by its users and customers. Reviewers from the Marketing, Advertising and Research industry rated Hotels.com's product the highest. Reviewers from the Tech industry rated Hotels.com the lowest at 1.5.
- Website
- http://hotels.com
- Company Size
- 1,001-5,000 Employees
Industry
Tech
Ecommerce and Marketplaces
Travel
Quick Insights into Hotels.com Product Quality
Hotels.com's Product Quality score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Hotels.com Product Quality the Highest
Ranked Hotels.com Product Quality the Lowest
Hotels.com Product Quality Score by Gender
Hotels.com's Product Quality score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Hotels.com Product Quality Score by Ethnicity
Hotels.com's Product Quality score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Hotels.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Hotels.com Product Quality Score by Age
Hotels.com's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2 | 18-25 | 2 |
26-30 2 | 26-30 | 2 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Hotels.com Product Quality Score by Usage
Hotels.com's Product Quality score was rated 1.5 stars by customers who have used Hotels.com's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Hotels.com Product Quality Score by Industry
Hotels.com's Product Quality score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Tech industry customers.
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Hotels.com Product Quality vs. Competitors
Compared to its competitors, Hotels.com's Product Quality score is rated right above Webjet.com, and is preceded by Booking.com.
| COMPANY | Product Quality Score | |
|---|---|---|
| Booking.com | 3.1/5 |
| Hotels.com | 1.5/5 |
| Webjet.com | N/A |
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Hotels.com Pricing
Hotels.com ROI & Value For Money
1.5/5
Hotels.com has a value for money and ROI score of 1.5 out of 5 stars rated by its users and customers.
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Hotels.com 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 Accounting industry.
Quick Insights into Hotels.com ROI
Hotels.com's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Hotels.com ROI the Highest
Ranked Hotels.com ROI the Lowest
Hotels.com ROI Score by Gender
Hotels.com's ROI score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Hotels.com ROI Score by Ethnicity
Hotels.com's ROI score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Hotels.com.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Hotels.com ROI Score by Age
Hotels.com's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Hotels.com.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.6 | 18-25 | 1.6 |
26-30 1.5 | 26-30 | 1.5 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Hotels.com ROI Score by Usage
Hotels.com's ROI score was rated 1.5 stars by customers who have used Hotels.com's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Hotels.com ROI Score by Industry
Hotels.com's ROI score was rated 1.5 stars by both Accounting and Tech industry customers.
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Hotels.com Pricing vs. Competitors
Compared to its competitors, Hotels.com's ROI score is rated right above Webjet.com, and is preceded by Booking.com.
| COMPANY | Pricing Score | |
|---|---|---|
| Booking.com | 3/5 |
| Hotels.com | 1.5/5 |
| Webjet.com | N/A |
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Hotels.com Customer Satisfaction (CSAT)
Hotels.com Customer Satisfaction (CSAT) Score
10 / 100
Hotels.com has an overall Customer Satisfaction score of 10 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
4%
Satisfied
6%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
11%
Very Dissatisfied
76%
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 Hotels.com Customer Satisfaction
Hotels.com's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Hotels.com Customer Satisfaction the Highest
Ranked Hotels.com Customer Satisfaction the Lowest
Hotels.com Customer Satisfaction Score by Gender
Female customers rated Hotels.com's Customer Satisfaction score 5 points higher than Male customers.
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3 / 100
MaleVery Satisfied | 1% | |
|---|---|---|
Satisfied | 2% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 15% | |
Very Dissatisfied | 78% |
8 / 100
FemaleVery Satisfied | 3% | |
|---|---|---|
Satisfied | 5% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 4% | |
Very Dissatisfied | 88% |
Hotels.com Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Hotels.com's Customer Satisfaction (CSAT) score was rated 8% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Hotels.com.
8 / 100
Very Satisfied
4%
Satisfied
4%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
6%
Very Dissatisfied
84%
CSAT according to Hispanic or Latino
Hotels.com's Customer Satisfaction (CSAT) score was rated 0% according to Hispanic or Latino users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to African American/Black
Hotels.com's Customer Satisfaction (CSAT) score was rated 0% according to African American/Black users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
80%
CSAT according to Asian or Pacific Islander
Hotels.com's Customer Satisfaction (CSAT) score was rated 0% according to Asian or Pacific Islander users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
29%
Very Dissatisfied
71%
CSAT according to Other
Hotels.com's Customer Satisfaction (CSAT) score was rated 3% according to Other users and customers.
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3 / 100
Very Satisfied
0%
Satisfied
3%
Neither Satisfied nor Dissatisfied
2%
Dissatisfied
11%
Very Dissatisfied
84%
Hotels.com Customer Satisfaction Score by Age
Hotels.com's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Hotels.com.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 34% | |||||||||||||||
| 26-30 | 25% | |||||||||||||||
| 31-35 | 0% | |||||||||||||||
| 36-40 | 0% | |||||||||||||||
| 41-45 | 5% | |||||||||||||||
| 46-50 | 0% | |||||||||||||||
| 51-55 | 8% | |||||||||||||||
| 56-60 | 0% | |||||||||||||||
| 61-65 | 8% | |||||||||||||||
| 66+ | 4% |
Hotels.com Customer Satisfaction Score by Usage
Hotels.com's Customer Satisfaction score was rated the highest by customers who have used Hotels.com's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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Hotels.com Customer Satisfaction Score by Industry
Hotels.com's Customer Satisfaction score was rated the highest by Marketing, Advertising and Research industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Hotels.com Customer Satisfaction Score by Industry",
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"groupId": 522,
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{
"label": "Hospitality",
"groupId": 523,
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"stars": 0,
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{
"label": "Legal",
"groupId": 529,
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"groupId": 533,
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"stars": 0,
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"scoreClassName": "",
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{
"label": "Professional Services",
"groupId": 549,
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"stars": 0,
"csatScore": 0,
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"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Retail",
"groupId": 559,
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]
}Hotels.com Customer Satisfaction vs. Competitors
Compared to its competitors, Hotels.com's Customer Satisfaction score is rated right above Webjet.com, and is preceded by Booking.com.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Booking.com | 54% |
| Hotels.com | 10% |
| Webjet.com | 0% |
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Hotels.com Customer Service
1.5/5
Hotels.com has an overall Customer Service score of 1.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Hotels.com's overall Customer Service score rated by its users and customers.
About Hotels.com's Customer Service
Address
5400 LBJ Freeway, Dallas, TX 75240
Website
http://hotels.com
Quick Insights into Hotels.com Customer Service
Hotels.com's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Tech industry.
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Ranked Hotels.com Customer Service the Highest
Ranked Hotels.com Customer Service the Lowest
Hotels.com Customer Service Score by Gender
Hotels.com's Customer Service score was rated 1.5 by both Female and Male customers on Comparably.
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Male
1.5/5
Female
1.5/5
Hotels.com Customer Service Score by Ethnicity
Hotels.com's Customer Service score was rated 1.5 stars by both African American/Black and Other customers on Comparably.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Hispanic or Latino 1.5 | Hispanic or Latino | 1.5 |
African American/Black 1.5 | African American/Black | 1.5 |
Asian or Pacific Islander 1.5 | Asian or Pacific Islander | 1.5 |
Other 1.5 | Other | 1.5 |
Hotels.com Customer Service Score by Age
Hotels.com's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 1.6 | 18-25 | 1.6 |
26-30 1.6 | 26-30 | 1.6 |
31-35 1.5 | 31-35 | 1.5 |
36-40 1.5 | 36-40 | 1.5 |
41-45 1.5 | 41-45 | 1.5 |
46-50 1.5 | 46-50 | 1.5 |
51-55 1.5 | 51-55 | 1.5 |
56-60 1.5 | 56-60 | 1.5 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.5 | 66+ | 1.5 |
Hotels.com Customer Service Score by Usage
Hotels.com's Customer Service score was rated 1.5 stars by customers who have used Hotels.com's products/services for 1 to 2 Years, and by customers with Over 10 Years of usage.
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Hotels.com Customer Service Score by Industry
Hotels.com's Customer Service score was rated 1.5 stars by both Accounting and Tech industry customers.
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Hotels.com Customer Service vs. Competitors
Compared to its competitors, Hotels.com's Customer Service score is rated right above Webjet.com, and is preceded by Booking.com.
| COMPANY | Customer Service Score | |
|---|---|---|
| Booking.com | 2.9/5 |
| Hotels.com | 1.5/5 |
| Webjet.com | N/A |
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Hotels.com as an Employer
Consumer vs. Employees
Hotels.com scored a -82 for Net Promoter Score and a 43 for Employee Net Promoter Score. NPS gauges how likely a customer of Hotels.com would recommend the brand to a friend. ENPS measures how likely Hotels.com employees would recommend working at Hotels.com to a friend.
Net Promoter Score
-82
NPS Score
| 7% | Promoters |
|---|---|
| 4% | Passive |
| 89% | Detractors |
Employee Net Promoter Score
43
eNPS Score
| 56% | Promoters |
|---|---|
| 31% | Passive |
| 13% | Detractors |
