Hotels.com Reviews | Glassdoor

Hotels.com Reviews

Updated September 29, 2017
8 reviews

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Hotels.com President Johan Svanstrom
Johan Svanstrom
4 Ratings

8 Employee Reviews

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Pros
Cons
  • left because i was looking for advanced career opportunities where i could better apply my skills (in 4 reviews)

  • It's hard to chime in on a phone call when you're the only one in Dallas and there are 10 people on the phone in London (in 7 reviews)

More Pros and Cons

  1. Helpful (6)

    "Do your research before applying for a job here"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Good lower management talent trying to do a good job. Used to be a good place to work a few years ago.

    Cons

    Don't let the salary allure you. Lower management gets punished if they don't fit in a certain mold. Doing your job well, going above and beyond is never enough. Politics is thick. You have vacation time but never time to take vacation because you have too much work. No work life balance. Forget about promotions on merit either.


  2. Helpful (6)

    "Felt like a prison, and the phone were shackles"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales Agent in Springfield, MO
    Current Employee - Sales Agent in Springfield, MO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Hotels.com full-time (Less than a 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 Management

    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.

  3. Helpful (9)

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

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Marketing Manager in Dallas, TX
    Current Employee - Marketing Manager in Dallas, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    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 Management

    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.


  4. Helpful (7)

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

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Lodging Support Services Agent in Dallas, TX
    Former Employee - Lodging Support Services Agent in Dallas, TX
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Hotels.com full-time (Less than a 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 Management

    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.


  5. Helpful (3)

    "Frustrating place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in London, England (UK)
    Former Employee - Anonymous Employee in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Hotels.com full-time (Less than a year)

    Pros

    Good salary and benefits

    Free breakfast every couple of weeks

    Can regularly work from home if you’re a senior manager, although policy isn’t communicated to others

    Cons

    Widespread use of acronyms make it very difficult for new starts to understand the business. No structured CML onboarding provided.

    Very dated approach to CRM - lack of customer focus, very little personalisation of emails, inefficient processes. CML is a very inward looking department

    CML management don’t understand which metrics are important for different parts of the business e.g. CML Directors consider weekly revenue a key metric for loyalty

    Over-analysis of projects means priorities change and scope creep driven by management opinions. The result is that very little gets done and there's a huge amount of wasted time and resource.

    Claim to be data driven, but decisions are really based on Directors pre-conceived opinions

    Management take a big bang approach rather than iterative improvements - lean processes are an alien concept to them

    CML management more concerned with micro-management of projects (reviewing subject lines, copy, design etc) rather than creating processes and culture which will help the business grow

    Huge amount of wasted time in meetings where senior management dominate discussion

    Using 5 systems to log test information/results is crazy and completely inefficient

    Blame culture, which doesn’t look to understand why something happened, but blames individuals instead

    Management don't have coherent requirements, which makes it difficult to produce anything that they will agree on. Again, more delays and frustrations

    Roadmaps that are developed by management aren't aligned between departments, so it's up to the employees to figure out how to prioritise and get resources

    Advice to Management

    Provide new starters with a structured onboarding process

    Review CML processes as they're extremely inefficient and frustrating for employees to deal with

    Be more humble. You could learn a lot from your employees experience. You've built a decent CRM program, but there's a long way to go before it could be described as good

    Be clear with your expectations/requirements - it's impossible for people to produce good work if there are 3 different sets of requirements for a project

    Align roadmaps between departments so that employees aren't left to figure out how to deliver a project when it isn't even on another teams roadmap

    Move away from vanity metrics such as GBV for certain campaigns - loyalty is more about LTV, but you don't seem to focus on this


  6. Helpful (1)

    "Politics and new people"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in London, England (UK)
    Former Employee - Anonymous Employee in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Hotels.com full-time (More than 3 years)

    Pros

    office location, soft drinks, administration

    Cons

    You don't need to learn new names because most people leave within 12 month

    Advice to Management

    Start hiring people with experience, not just consultants and MBAs who don't know the markets.


  7. "Bully culture"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Contractor - Global PR Manager in London, England (UK)
    Former Contractor - Global PR Manager in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Hotels.com as a contractor (Less than a year)

    Pros

    Great office space - full of art and stylish meeting rooms. Has a real international feel with potential to work in other regions, a great mix of peoples and cultures at London office.

    Cons

    Pitiful recruitment procedure; lack of coordination with HR, huge female bullying culture which goes on despite being reported. Big staff turnaround. No support given when I had to report bullying and harrassment by a senior mangement, they simply terminated my contract. Appalling.

    Advice to Management

    You need to address the appalling treatment of your professional contractors. Address the problem of bulllying and harrassment especialy by senior female staff members. Retain good loyal staff instead of putting people through seven stage recruitment procedures which incur excessive cost.

  8. Helpful (2)

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

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Lead
    Current Employee - Lead
    Doesn't Recommend

    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 Management

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


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