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Hotels.com Reviews

Updated January 4, 2018
118 reviews

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3.9
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Hotels.com President Johan Svanstrom
Johan Svanstrom
62 Ratings

118 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)

  • The Dallas office is one of the smaller Expedia offices (400 - 500) (in 3 reviews)

More Pros and Cons

  1. Helpful (2)

    "Great company, disorganized management, unrealistic expectations"

    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
    Positive Outlook
    Approves of CEO

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

    Pros

    Health benefits, catered lunch every Wednesday in Dallas, free coffee, soda, juice, tea, break room had ping pong, fooseball, xbox. Company is at the forefront of the travel industry, it's doing great things. Work hard, play hard.

    Cons

    Management constantly changes their mind and are micro managers, making it hard to get anything done. 10 different people want buy in on every project making it impossible to please everybody which delays timelines and you don't end up owning the project yourself. There is no HR in the Dallas office, it's in London, so if you have an issue it's not a high priority because they are not there to visually witness something. If you have managers in London and you work in Dallas, you will be forgotten about and it's harder to promote quickly because they don't see you working your tail off every day, they only see end results because they're so far removed. More corporate positions are in London than Dallas, so very difficult to rise up the ranks in Dallas.


  2. Helpful (1)

    "Great Company, Spotty Management"

    StarStarStarStarStar
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Approves of CEO

    I worked at Hotels.com full-time

    Pros

    Champions being at the forefront of the travel tech industry
    Always innovating
    Everyone has a meaningful role

    Cons

    Some management lacks EQ resulting in abusive behaviour
    Global company but expectation at head offices in London are to conform to British norms of communication, anti-enthusiasm and repressive tendencies

    Advice to Management

    Watch out for teams with high turn over. Consider the management.

  3. Helpful (2)

    "Health insurance is nice but salaries not good"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Business Development Manager in London, England (UK)
    Current Employee - Business Development Manager in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    work/life balance is really good.

    Cons

    Compensation is not very good.

    Advice to Management

    Compensation enhancement.


  4. Helpful (9)

    "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


  5. Helpful (1)

    "Excellent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - User Experience Designer in London, England (UK)
    Former Employee - User Experience Designer in London, England (UK)
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Hotels.com full-time (More than 5 years)

    Pros

    Great benefits (very good health insurance), office location and environment. Qualitative and quantitative research programmes are among the best and most well-funded in the UK. A very data driven business which few UXDs can experience outside the US.

    Cons

    Hard work. Sometimes long hours. Dedication demanded. Not for the lazy.


  6. "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


  7. "Great company to work at"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Software Engineer in London, England (UK)
    Current Employee - Software Engineer in London, England (UK)
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Fantastic work environment, with open channels of communication to the higher ups and an emphasis on high quality technology

    Cons

    Pay isn't as competitive as it could be for a company of its size.

    Advice to Management

    Keep up with the market when it comes to salary or you will lose good people

  8. Helpful (1)

    "It is a good place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Business Analyst in London, England (UK)
    Current Employee - Senior Business Analyst in London, England (UK)
    Recommends
    Neutral Outlook
    Approves of CEO

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

    Pros

    New tech tools, constant change, embracing the new. Great people, great opportunity to learn. Code academy, trainings, good benefits. Leaders are great!

    Cons

    Some managers lacking both management and social skills. They are non decisiveness and have no vision nor strategy around their area.

    Advice to Management

    Think about changing the manger's field, if he is not able to manage his part. It's not an Analyst role to create projects and design strategy.


  9. "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Dallas, TX
    Current Employee - Anonymous Employee in Dallas, TX
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Hotels.com full-time (More than 5 years)

    Pros

    Smart people, challenging work, and fun environment

    Cons

    Rapid growth comes with challenges


  10. "Growth opportunity"

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

    I worked at Hotels.com full-time (More than 8 years)

    Pros

    There are awesome opportunities for growth and movement.

    Cons

    Constant change requires extremely flexible scheduling and though work/family life balance is promoted at a corporate level, the challenge is being flexible with scheduling and incorporating this work/family life balance.


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