Hotels.com Reviews | Glassdoor

Hotels.com Reviews

Updated August 14, 2017
18 reviews

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3.0
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Hotels.com President Johan Svanstrom
Johan Svanstrom
7 Ratings

18 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. "Tier 3 Customer Service Hotels.com"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tier III Expert Plus in Springfield, MO
    Current Employee - Tier III Expert Plus in Springfield, MO
    Doesn't Recommend
    Positive Outlook

    I have been working at Hotels.com full-time (More than a year)

    Pros

    Decent pay. Great Benefits. Nice people.

    Cons

    The work gets done and handed to a few top performers why the lazy people do nothing and get to keep their jobs. It is difficult to get a holiday off.

    Advice to Management

    Make people work or fire them.


  2. Helpful (3)

    "Nice environment, low ceiling"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Dallas, TX
    Former Employee - Anonymous Employee in Dallas, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Good office environment, emphasis on enabling work-life balance and vacation/travel, competitive pay

    Cons

    Main office is in London, which means lots of remote management and little visibility by most senior management. It's difficult to advance your career, especially below senior manager level, without that visibility -- unless you want to move to London. Minimal investment in training or skills-building.

    Bills itself as a "tech" company but as you can see from website, it is a generation behind due to under-investment in product side -- not on par with top-tier tech or ecommerce companies, only competitive because other travel companies are even less invested.

    Advice to Management

    Invest in technology side. Give regional offices the same career opportunities as central office. Don't hire all ex-consultants at the expense of promoting from within.

  3. "Customer Service Representative"

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

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

    Pros

    Great work environment. Happy people. Great break room

    Cons

    Can be overwhelming at times


  4. "SALES AGENT"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    Pros

    The management and trainers were very helpful. Good pay if you hit commission each cycle and really good benefits.

    Cons

    The hours were pretty rough. There is no room for advancement and the commission plan can be a little difficult at times.


  5. "Stressful job but good pay and benefits."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Lodging Support Services Agent in Springfield, MO
    Former Employee - Lodging Support Services Agent in Springfield, MO
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    Good pay with yearly increases, benefits, bonuses and time off. Great co-workers. There are some great supervisors that are willing to help you. Ask you fellow employees about the supervisors because you will be able to bid for new hours 1 or more times a year depending on new hires. You may not get the hours you want the first time but hang in there. You will bid again in a few months.

    Cons

    Time off must be requested in advance even if sick. Stressful job with daily pressures. Large turnover rate. Make sure you get a copy of all procedure changes and not just verbally. If you have kids and need to work days Mon-Friday, it won't happen at first but stick with the job. Time goes by fast and you will get the hours you need.

    Advice to Management

    To only some supervisors and leads, be consistent and stop playing favorites. Be more invested in all employees under you.


  6. Helpful (2)

    "Structured but decent job at a good company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Telesales Agent in Arlington, TX
    Former Employee - Telesales Agent in Arlington, TX
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    As a call center sales person I shared in the gross sales I made.

    Cons

    Very, very structured environment is OK, that's the nature of the telesales environment. Not giving any raise while top management is making millions a year is less so. That's what is wrong with this company and our country. Outsourcing jobs to people in 3rd world countries in order to save a buck is also an issue. Should Hotels.com continue in these practices I'm sure the customers will outsource the company.

    Advice to Management

    Give a little more in annual raises to the sales people in the call centers.


  7. "Telesales Agent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Hotel Sales in Springfield, MO
    Former Employee - Hotel Sales in Springfield, MO
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

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

    Pros

    The job can be a lot of fun and interesting.

    Cons

    Management is inept. They often make business decisions based on emotion, rather than employee qualifications.

    Advice to Management

    Give all your agents an equal playing field to earn the same money (ie. quit routing the money making calls to only certain agents) and promote employees based on their abilities and job performance, not who you'd like to have lunch with.

  8. "Hard sales"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Inside Sales Agent in Arlington, TX
    Former Employee - Inside Sales Agent in Arlington, TX
    No opinion of CEO

    Pros

    There are visits by hotels from all over the world and they give out goodies.

    Cons

    It's definitely sales driven and can be overbearing.

    Advice to Management

    Lighten up on the hired help.


  9. "meh! ok"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Representative in San Salvador (El Salvador)
    Former Employee - Sales Representative in San Salvador (El Salvador)
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Good Environment from staff members

    Cons

    Bad Commission Structure, needs to be reviewed.

    Advice to Management

    When Outsourcing make sure the outsource has a good commission structure for their employees


  10. Helpful (1)

    "People mostly stay for 2-3 years"

    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)
    Recommends
    Negative Outlook
    Approves of CEO

    I worked at Hotels.com (More than a year)

    Pros

    People are multicultural and mostly really nice. There are free drinks and coffee/tea dotted around the really cool office that features ping-pong tables, foosball, game arcades, F1 simulators, a really nice terrace etc. There is an event every week, be it a terrace BBQ, breakfast, someone's birthday...

    If you are lucky, you will travel to the other offices and fully get to know how your team works. There are some very smart people working at Hotels.com and you are able to learn a lot from working alongside them.

    The CEO is truly the center stone of this company. Johan is friendly, approachable and has huge charisma. Yet he is able to make himself heard when necessary.

    Cons

    The brand is very fragmented, resulting in 4 different brands depending on the regions, making cross-collaboration difficult. Most of the time everything comes from NA, which is slightly ironic since London is supposed to be the HQ.

    One of the worst things is lack of resources. We are meant to make great things happen with a fraction of the people, budget and time of other companies. When working, we are running around putting out fires and reacting to things rather than taking the time to actively sit back and think out a proper plan.

    All the positives are highlighted and distorted to impress upper management. Nobody stops to speak about learnings or fails.

    You are given the impression that you are heard when you speak up about a pressing issue , and yet nothing really happens.

    And lastly, the reason most people leave: lack of internal promotion. There is definite preference for hiring external people with a background in consultancy lately, when there are extremely good internal candidates for the job. The staff turnaround has become a lot faster in the past few months.

    Advice to Management

    Please make sure that "Go Global" is something you practice, not just talk about.

    Being "scrappy" is all good and well in certain instances, but please be aware that great things need planning, budget and a substantial team of people working on them. Being scrappy and working 14h a day to attempt to get to everything burns even the most engaged of employees out.

    Remember to stop smiling and patting yourself on the back and look at what isn't working. The feedback project is a start, but please be aware that your good intentions do not trickle down the teams. I have yet to receive any official feedback, despite asking for it multiple times.

    Make managers discuss career paths with their teams and have timelines in place for when to expect promotion. I had nothing of the sort in all my years at Hotels.com


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