Hotels.com vs Klook for hotels Bookings

Hotels.com

Hotels.com is a brand under Expedia Group, however until recently they’ve focused almost entirely as their name suggests, on hotels. They are probably best known for their generous rewards program which entitles you to one free night for every 10 that you book on the site. It many markets, Hotells.com is extremely popular, even more so that its parent, Expedia.

Agoda offers both one-way and return flights, however it doesn’t offer any more advanced features like multi-stop or open jaw flights. While is interface is slick and easy to use, it only offers the option to search for “passengers” i.e. you can’t search for children’s prices. If you’re travelling as a family this might cost your dearly, but won’t make a difference if traveling as a couple or on business. One great option that is visible on many flights is seat selection, as this can be done prior to making your booking, whereas with many other competitors you can only do it afterwards – this of course is airline dependent. One massive disadvantage to booking flights on Agoda is that from our testing, they don’t display any useful information at all about baggage and change and cancellation fees – simply directing you to the airline’s websites. Without this kind of useful information, you’re probably better of just booking with the airline’s directly. For return flights, Agoda will package the departure and return flights together. While this makes it easy to select flight, it typically doesn’t give you as many options as selecting them separately. While the basic filters all work fine, there are no options to filter by transfer city, or airline alliance. The price calendar feature at the top of the search results is a nice touch, but we found that it’s missing a lot of prices which makes it not particularly useful. Unlike the main competitors, Agoda doesn’t provide any information about the plane apart from the model, so there’s no way to find out if the flight has Wi-fi or how wide the seats are, for example. We found that Agoda’s search works fairly well, supporting cities, states and countries. It doesn’t support searching by attraction, however we suspect that is not particularly useful to most people anyway.

Our own tests found that Hotels.com is one of the pricier options available, and has similar, but slightly more expensive pricing than its parent company, Expedia. As with Expedia though, pricing in the Americas is particularly sharp, and we found that these two sites can sometimes offer significantly cheaper prices in the US and Canada. As with its parent company, Hotels.com doesn’t charge any extra booking fees, or credit card fees – everything is built into the price.

Unfortunately, we found that room availability on Hotels.com was lower than some of its competitors. This doesn’t necessarily mean you’ll get a worse deal, and it’s not worth writing them off over this. Interestingly, we found that it had worse availability than its parent, Expedia, whereas we expected them to have identical availability. This suggests that not all room inventory is shared amongst the sites.

Hotels.com is available via mobile app on both iOS and Android, as via as having both mobile and desktop sites. Hotels.com have a whopping 86 country-language pairs, a seriously impressive effort that should be able to serve anyone no matter where on earth you are.

Hotels.com accepts major credit cards like Visa, Mastercard and American Express. It can also process a number of smaller cards including JCB, Diners, BCcard, UnionPay, Discover and JCB. It also accepts PayPal both on the desktop site and on the mobile app, and you can also pay using Hotels.com own gift cards.

A quick Google search reveals less than impressive reviews about Hotels.com on sites like TrustPilot, however their app rates very well on both the Apple Store and Google Play. Anecdotally Expedia group companies aren’t exactly known for their top-notch customer services, however we’ve heard that Hotels.com’s service is generally acceptable.

Hotels.com provides support through both online chat and over the phone. As with some of the competitors, it can be difficult to find the correct choice sometimes, with the app and website directing you to their FAQ in the first instance. Keep pushing though and you get find their phone numbers and a link to the char service. Unlike some other competitors, you can initiate a chat session without having logged-in or having made a booking which is a definite plus.

We wouldn’t hesitate to book hotels through Hotels.com. In fact, given that until recently they’ve focused entirely on hotels should mean that they have a fairly solid process. As with all hotel sites, remember to check that you’re booking a hotel with free cancellation to avoid any problems later. Their rewards program remains the best of any of the OTAs, so this along is a strong reason for any frequent traveler to give them a go.

Klook

Klook is a major player in the Attraction Tickets space across Asia, although they’re not widely known outside of the region. In recent years they’ve started a hotel booking feature as well, with great success. We’ve gone and checked out their hotel offering and were quite impressed overall. Read on to find our why you might want to consider using Klook for your next hotel booking.

It offers all the basic sorting and filtering functionality which you have come to expect, and searching seems to work well. As with most other OTAs, the majority of the rooms support free cancellation but there are also some that don’t, which are typically cheaper. There’s also some hotels which don’t support free cancellation at all but this is typically the policy of the hotel itself and not Klook.

As with most sites, the map functionality is a bit hit and miss. In terms of the maps for individual hotels it provides the location of a lot of surrounding attractions and has them clearly labelled, however for the transportation section, when checking the hotels in Manhattan it kept recommending me various helipads around the city rather than the airports which is probably what visitors want to know.

One thing we really loved is that it provides a really comprehensive breakdown of all the fees which you can expected to pay, including the deposit, any resort fee (if applicable), parking and breakfast charges. There’s also some basic information about the food and beverage offering available within the hotel, not all competitors offer this kind of information.

Klook provides guest reviews of each hotel, however it appears these all come from hotels.com. What we didn’t like it that although the hotel we were looking at apparently has 995 reviews, we could only check 20 of them. In addition, we couldn’t find many reviews which included photos.

Another cool little feature which Klook offers is the ability to refer-a-friend, quite common for newish ecommerce operations. When you invite friends they’ll get a $5USD promo code to start them off and you’ll get a $5 booking credit when they successfully make a booking.

Where Klook seems to be a bit lacking is in the total number of hotels that are available on it’s platform. For example when searching for a certain city, Klook had 113 results, Booking.com had 131, and Trip.com had 155. Having said that our search did return all the popular hotels, the difference with the other platforms being that they returned by hotels which are unknown or alternative types of accommodation. This of course will vary depending on where you’re traveling to but we’re confident that for the majority of trips this won’t make a huge amount of difference.

Not having been around for as long as some of the competitors like Hotels.com, Booking.com or Expedia, it doesn’t offer as many languages as some other choices. However it has a full range of English sites as well as the major Asian languages and the biggest European languages as well. Besides their desktop website, they also have mobile site as well as a mobile app available on both iOS and Android. And even if they don’t support your desired language, they accept payment in a huge range of currencies.

In terms of payment, Klook appears to accept all major credit and debit cards including Visa, MasterCard, American Express, JCB, UnionPay, Discover and Diners. It also accepts Paypal, Apple Pay, Google Pay, Alipay and in certain markets in accepts AfterPay as a Buy Now Pay Later option.

While Klook might be new in the hotel space, they’re very successful in terms of selling attraction tickets and are generally highly recommended. Since they are relatively new it’s difficult to say how reliable they are, but we personally wouldn’t hesitate to give them a go.

Klook customer service is a little difficult to find, but if you go to the help page there’s a small floating chat icon bubble that you can click on to launch their chat feature. As usual they try to answer your question first without connecting you to anybody, but once you get the option to talk to somebody we found that we never had to wait longer than 1 minute, and the staff seemed knowledgeable. We couldn’t find any options for phone or email support.

So overall, you’re probably wondering if it’s worth giving Klook a try for your next hotel booking. While I’m personally yet to try them, based on their great reputation for attraction tickets, pleasant user interface and excellent prices I don’t see any reason not to give them a try, in fact I’m going to try very soon. I can’t wait to see what Klook does going forward, as personally I think they have enormous potential if they keep going the way they are.