I’ve had good experiences with Hotels.com and find the reviews helpful. The free nights are a nice perk too.
Have contacted customer service only twice and can’t really complain. When reviews or other information weren’t available in the app I’ve called directly.
I am a gold member with them, meaning I stay more than 30 nights a year. They definitely have tiered customer service. At the regular level, it’s meh. At gold, I left a complaint with a virtual agent about the app not working well with VPNs, and a person called me back the next day.
The crazy thing is that I hit gold level staying at $30/night places in SE Asia.
Have contacted customer service only twice and can’t really complain. When reviews or other information weren’t available in the app I’ve called directly.
This seems really unfortunate.