Hotels.com Reviews | Glassdoor

Hotels.com Reviews

Updated June 23, 2017
111 reviews

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Full-time Part-time

4.2
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Hotels.com President Johan Svanstrom
Johan Svanstrom
57 Ratings

111 Employee Reviews

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Pros
  • Great work environment and colleagues (in 15 reviews)

  • The most amazing work life balance I've seen anywhere (in 6 reviews)

Cons
  • Work life balance can be a challenge, especially for certain teams (in 4 reviews)

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

More Pros and Cons

  1. Helpful (7)

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

    Star Star Star Star Star
    • 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.


  2. Helpful (9)

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

    Star Star Star Star Star
    • 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.


  3. Helpful (6)

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

    Star Star Star Star Star
    • 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.


  4. Helpful (5)

    "Do your research before applying for a job here"

    Star Star Star Star Star
    • 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.


  5. Helpful (2)

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

    Star Star Star Star Star
    • 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.


  6. "Politics and new people"

    Star Star Star Star Star
    • 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. Helpful (1)

    "Hotels.com don't work here"

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Telesales Agent in Springfield, MO
    Current Employee - Telesales Agent in Springfield, MO
    Doesn't Recommend
    Disapproves of CEO

    Pros

    Really laid back atmosphere. You can chew tobacco and work on the phones. Wear what you want to. Go out and smoke when you want to. Okay for people who are in school and plan on leaving in a year or so.

    Cons

    You get paid $0 for all of your sales if you are not within the 4% average for the center for days or nights, whichever shift you work. Base pay is a mere $9 per hour. You get calls from people who don't know you are Hotels.com. They hang up after they find out who you are much of the time. Company tends to put all the fault on the employees instead of making the pay grid better and easier to attain commission. No matter what the issue is, the company blames the employee and says the employee can do better. Many get fired for not meeting their goals which are made higher by people who cheat in the first place. Basically no feedback on performance and hardly any team meetings. No where to go here, dead end job. Building filthy, bathrooms cleaned once a week. System very slow on computers. Lot of chiefs, people who think they run the place

    Advice to Management

    Need to be in the employees' shoes and see what they have to deal with.


  8. Helpful (1)

    "What goes around..."

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Agent in Arlington, TX
    Former Employee - Sales Agent in Arlington, TX
    Doesn't Recommend
    No opinion of CEO

    Pros

    if you love sales you can do very well. Very good benefits. Good PTO. Some good managers. Lots of incentives. Just layed off a whole call center, but at least gave them severance and PTO

    Cons

    Terrible senior mgmt. Aggresive sales goals and strict adherence to QA and AHT.Very inflexible about absences. Doing your best is never enough.

    Advice to Management

    What goes around comes around. You hemorraged your best employees and now you are shut down. Make every effort to keep the good people you have, not beat them down at every turn for every little thing


  9. Helpful (1)

    "Too many layoffs"

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Financial Operations in Dallas, TX
    Former Employee - Financial Operations in Dallas, TX
    Doesn't Recommend
    Disapproves of CEO

    Pros

    Great benefits, pay is ok.

    Cons

    every year too many layoffs, management have no clue what they are doing, too much red tape.

    Advice to Management

    listen to your employees who actually do the work.


  10. Helpful (2)

    "STRESSFUL"

    Star Star Star Star Star
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Arlington, TX
    Former Employee - Anonymous Employee in Arlington, TX
    Doesn't Recommend
    Disapproves of CEO

    Pros

    great salary
    descent overtime
    career advancement
    co-workers are friendly

    Cons

    poor management
    unreliable cpu systems and information

    Advice to Management

    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.


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