Hotels.com

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  www.hotels.com

Hotels.com Reviews

Updated December 11, 2014
Updated December 11, 2014
37 Reviews
3.7
37 Reviews
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Hotels.com President Johan Svanstrom
Johan Svanstrom
5 Ratings

Employee Reviews

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  1. 1 person found this helpful  

    Felt like a prison, and the phone were shackles

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Sales Agent in Springfield, MO
    Current Employee - Sales Agent in Springfield, MO

    I have been working at Hotels.com full-time (less than an year)

    Pros

    If you're unbelievably good at telesales and enjoy a fast-paced work environment in which "positive thinking" and a cheerleader mentality win the day, you'll love it here and you will probably make good money. For those invested in the job, there are opportunities to move upward.

    Cons

    If you're an average-to-good telesaleperson, you'll make slightly above minimum wage, like most people here do. Success depends largely on ruthlessness and an "us versus them" approach to customer service.

    Whether or not you make commission depends on many different factors, a large percentage of which lie totally outside of your control. This has been especially true ever since they implemented a phone system that directs high-paying customers to high-selling salespeople, and low-paying customers to low-selling salespeople, resulting in a vicious circle.

    People are marked off for taking bathroom breaks outside of pre-allocated break times, regardless of whether or not they have notes from a doctor.

    There is a fake "cheerleader" atmosphere that many will find cloying and off-putting. The building itself can start to feel like a prison after a while, and you will be marked off for taking bathroom breaks outside of your pre-allocated break times, regardless of whether or not you have a doctor's note.

    Hotels.com are particularly bad at working with the disabled, refusing to assist those who have trouble walking with parking issues. Additionally, it's like pulling teeth to get them to accommodate the disabled with the necessary seating arrangements. Those with hearing problems will have to pay out of their own pockets to acquire a special headset.

    Finally, hotels.com are big fans of changing the terms of your contract without warning. Be very careful before agreeing to new terms.

    Advice to ManagementAdvice

    Positive: Keep up the good work when it comes to motivating your employees and making them feel at ease. Most managers genuinely excel in this area. It is not because of, but rather in spite of your management efforts that many of us are dissatisfied with our job.

    Negative: Don't lie so much to your employees. Many of us are a lot smarter than you think, and to us it's obvious when you're playing mind games.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  2. 2 people found this helpful  

    No Growth + Micromanaging + Clueless Leadership = Failure & Great Employees all Leaving

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Marketing Manager in Dallas, TX
    Current Employee - Marketing Manager in Dallas, TX

    I have been working at Hotels.com full-time (more than 3 years)

    Pros

    Some really great perks within the travel industry

    Cons

    1. There's little to no growth opportunities here, any jobs that open up they will seek a consultant outside the company to hire. All the best talent in the company are leaving due to no growth, micromanaging, and no clear direction.
    2. Leadership being hired is clueless about the industry and job at hand. They are hiring consultants with no experience within the field or industry to lead teams. (Failure!)
    3. Leadership is hiding behind micromanaging to pretend they know what they are doing. (Failure!)
    4. 2014 they started taking away perks like Wednesday lunches in the Dallas office, Friday in office happy hours, monthly pizza gatherings because the Dallas VP/GM says it's not being appreciated and used properly.
    5. If you are able to make great power points, claim others work as your own, and present this work as yours...you will move up quickly.
    6. Unless you are with the "in crowd", wanting to kiss up to management and be fake all the time, you wont do well here. Imagine high school all over again.
    7. Talent isn't appreciated, just what consulting firm you were at before joining the company.

    Advice to ManagementAdvice

    Promote within and stop hiring inexperienced consultants as directors/leadership of areas they have zero knowledge in. At some point, someone is going to have to do the work.
    Stop giving out false promises to employees of career growth.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  3. 3 people found this helpful  

    LodgOps Dept-Dallas, incompetent team leads, supervisors who are promoted with no experience. Bad mgmt.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Lodging Support Services Agent in Dallas, TX
    Former Employee - Lodging Support Services Agent in Dallas, TX

    I worked at Hotels.com full-time (less than an year)

    Pros

    $14.00 PER hour with a temp agency.

    Cons

    $8.00-$12.00 per hour for direct-hire. Promotion based on favoritism. Employees who no-show/no-call are always good employees as long as they BROWN-NOSE shamelessly to all team leads & supervisors. Your faithful moral ethnics mean absolutely nothing here. The call center is crawling with ghetto agents, ghetto supervisors, ghetto team leads. No one cares because QA does not exist. Customers consistantly receive unbelieveably bad service and get hung up on because agents & mgmt knows QA is nonexistent. This job may be okay as long as you kiss everyone's butt regardless of how you are treated, regardless of how hard you work, and without recognition and/or reward. DEAD END JOB. There are some people who have been working 5+ years in the same dept without recognition nor promotion, and a ridiculous pay raise. But most ghetto folks will accept their fate there because they do not know any better. Until management decides to fire the whole call center for the umpteenth time. DON'T WASTE YOUR TIME HERE SERIOUSLY.

    Advice to ManagementAdvice

    Get some ethics & morality. But this company is probably run by the same thinking of its ghetto employees. How can you teach the unwilling? Get better computer systems...oh wait, you don't need it as long as employees are hanging up on customers.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
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  5.  

    Upper Management is clueless and alot of fraternizing in Springfield office.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Lead
    Current Employee - Lead

    I have been working at Hotels.com

    Pros

    decent pay
    plenty of OT (if you want it)
    decent medical, dental, and vision benefits
    401K is ok (could be better)

    Cons

    a lot of fraternizing from upper management
    upper management is clueless on the operations
    promotions on the buddy system
    unappreciated for the job you do

    Advice to ManagementAdvice

    Stop going out drinking and partying with your employees. It is a job, not a place to meet friends.

    Doesn't Recommend
  6. 1 person found this helpful  

    Lacks direction, but the new ads are good!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Hotels.com

    Pros

    They are a leader in the business. It's fun to work in travel, generally.

    Cons

    Lots of favoritism, sucking up to managers, phony enthusiasm. They keep changing direction. Technology is not cutting edge. Also, with direction coming from London, no clear cut goals or priorites.

    Advice to ManagementAdvice

    Watch out for competitors or you will become less and less relevant. Pay your "lower level" employees better. They work hard and produce quality.

  7. 1 person found this helpful  

    Poor Direction, Leadership and Strategy

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Dallas, TX
    Former Employee - Anonymous Employee in Dallas, TX

    I worked at Hotels.com full-time (more than an year)

    Pros

    There are really good people trying to do good work at the staff level

    Cons

    The leadership in Dallas penalizes people that don't fit into a certain mold and have people operating on pins and needles. Leadership is belittling. They tend to promote and embrace consultants at the expense of talent coming from other disciplines. There are very few internal opportunities to advance without moving to Expedia in Bellevue or Hotels.com HQ in London. Lastly, there is no strategy for addressing the growth of Booking.com, especially in Canada.

    Advice to ManagementAdvice

    Take a genuine interest in the people and get a strategy to address Booking.com.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8.  

    not my cup of tea..

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales in Springfield, MO
    Former Employee - Sales in Springfield, MO

    I worked at Hotels.com full-time (less than an year)

    Pros

    Nice work environment, clean surroundings

    Cons

    what was promised in hiring and training did not pan out.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  9.  

    Had to follow the PROCESS.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Sales Agent in Springfield, MO
    Former Employee - Sales Agent in Springfield, MO

    I worked at Hotels.com full-time (less than an year)

    Pros

    For the perks and commission, If you could hit the sales sitewide close %

    Cons

    You had to follow a process, a speech like in a few paragraphs and if you missed a key part and your supervisor happens to monitor that call you were wrote up. The training is so so

    Advice to ManagementAdvice

    Try to help employees make it a career, not a job

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  10.  

    STRESSFUL

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Anonymous Employee in Arlington, TX
    Former Employee - Anonymous Employee in Arlington, TX

    I worked at Hotels.com

    Pros

    great salary
    descent overtime
    career advancement
    co-workers are friendly

    Cons

    poor management
    unreliable cpu systems and information

    Advice to ManagementAdvice

    ditch the script to improve sales
    customers call in to receive non-robotic help and they get a list of options like they would get from any automated service. not fair to hold workers accountable for missed sales due to poor operating system.

    Doesn't Recommend
    Disapproves of CEO
  11.  

    Management was a very mixed bag

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Hotels.com

    Pros

    This job had great pay and it was a fun place to work in terms of coworkers.

    Cons

    Management was not good. My direct boss had her favorites and rewarded them with plum assignments and promotions. People that weren't the favorites or didn't brown-nose were fired without good reason (I saw this happen several times). I was lectured on taking time off for a family member's funeral, which was probably illegal and at best, not in line with the company's policies.

    Doesn't Recommend
    No opinion of CEO

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