Trip.com vs Expedia for hotels Bookings

Trip.com

Trip.com is backed by the massive Trip.com Group, the world’s second largest online travel group which also owns Ctrip, the largest online travel agency in China. With such backing and excellent buying power, Trip.com is undergoing a rapid worldwide expansion, and if you haven’t heard of them in your own country yet, it’s probably just a matter of time.

Trip.com’s hotel product is quite mature, and compares well with its main rivals of Booking.com and Expedia. It allows you to either prepay or to pay directly at the hotel depending on what you prefer, although it depends on the hotel. It features a relatively powerful search which allows you to search by city, region, landmark, airport and more although we sometimes found some strange results when testing. Where Trip.com falls down is by featuring a large number of the same room with different booking conditions making it difficult to work out what the best deal – for a great solution to this problem they should look to Expedia. Typically the differences between the options are that some include breakfast and some don’t, some are non-refundable while others offer free cancellation, and some are confirmed instantly whereas others have longer confirm times. In this aspect Trip.com is quite transparent, often other travel sites don’t have you how long it will take to confirm your room. Disappointingly, on the main search results page they only offer a single picture for each hotel, whereas the others feature multiple images or image sliders. While it’s not going to make a huge difference, these little features add up to a much nicer booking experience. Speaking of images, Trip.com is also lacking up-to-date and high quality images of a lot of hotels when compared to the competition. For hotels in Asia, Trip.com offers a reasonable range of reviews, but outside of Asia the reviews can be seriously lacking compared to the competition. When I say this, there’s actually a lot of reviews for each site in Chinese which are most probably bought across from their Ctrip brand, with a handy button to translate these if you require. Trip.com clearly marks rooms as either having free cancellation or being non-refundable, so they’re pretty good with transparency. Interesting, Trip.com offers what they call a service guarantee on their hotel bookings, which includes significant compensation if things go wrong like you turn up to hotel and there’s no room available for you. A cool feature that we’ve noticed lately on Trip.com is that you can set price alerts on a hotel, so that when the price drops below amount they’ll let you know through email – there’s not many other travel sites which offer this. Unlike a lot of the smaller hotel booking sites, almost everything can be done by yourself on Trip.com including cancellation, date changes and updating your personal information which is hugely useful and time saving. As with most of the competitors, you can filter by just hotels, or to include things like services apartments, hostels and villas. The location filters are also quite powerful, especially in Asia where they have the data to back it up. You can filter by metro line and even metro station, as by attraction or airport. One thing Trip.com doesn’t offer that some of the other major sites do is a Best Price Guarantee where they offer to match the price of their competitors.

You might have seen Trip.com frequently showing up of comparison sites due to their sharp pricing. Speaking generally, their pricing is extremely competitive with the other major players, although they tend to have the best prices in the Asia Pacific region, while Europe and the US are typically similarly priced to Booking.com and Expedia. Trip.com doesn’t add an extra service fees in the case that you need to deal with their customer service which is always nice.

Trip.com uses booking their own hotel contracting as well as that of some of it’s competitors. This means that once again it has excellent inventory in Asia (and particularly greater China) and reasonable inventory in other markets too.

Trip.com is available on Desktop, Mobile and through their mobile apps for both Android and iOS which they market aggressively. Due to their parent company being China based (where mobile apps are almost the ONLY choice), they too deliver an excellent app experience. In terms of languages they are available in around 20 – much less than Booking.com, but still very commendable.

Trip.com charges no booking fees on all of it’s hotel bookings which is definitely a plus. They also don’t add credit card fees on top which can save you a few percent, although of course if you choose a pay-at-hotel room it will be down to the hotel itself as to whether or not you a charged a credit card fee. Payment is available in 20+ currencies and they accept all major credit cards, as well PayPal (major currencies only), iDEAL for the Europe market, and Apple Pay and Google Pay if that’s your preference.

Being a newer player in the international market, Trip.com probably hasn’t built up it’s reputation the same way that more established online travel companies have. Having said that it’s mobile app in particular gets quite good reviews, and it’s TrustPilot score is also reasonable.

Trip.com offers customer service in a huge range of languages, however only the major languages offer 24/7 service. In additional to phone service, they also offer email support and mobile chat through their app or website.

Trip.com is absolutely a site which you should be considering if you thinking of booking a hotel. With massive buying power, there are some great deals to be found at times, and their mobile app experience is award winning. If you are looking at traveling in the APAC region this should be one of your first choice, however it’s definitely worth taking a look at no matter where in the world you’re traveling.

Expedia

Originally created by Microsoft, Expedia is one of the biggest and most successful online travel sites in the world. Being based in North America means it’s one of, it not the strongest in this market when it comes to hotel accommodation. These days Expedia is owned by Expedia Group, which also includes sites such as Travelocity and Orbitz – in fact you will find that these are almost the same site, although that’s not necessarily a bad thing.

Expedia's hotel reservation system is a mature product with considerable options. They offer both prepaid and pay-at-hotel options depending on the hotel with their pay-at-hotel offering currently being marketed as “Reserve now, pay later”. Besides hotels and resorts, they claim to offer access to more than 1 million apartments and alternatives accommodations. With the current COVID-19 situation, they also offer information on cleaning practices at the property. As with most of the major travel sites they offer a large range of rooms with free cancellation, as well as some which are fully-refundable. They also have a map where you can see the nearby attractions in the city, although the map itself is fairly basic. Expedia offers quite a lot of information about extra charges that other sites often don’t, including valet parking fees, Wi-Fi fees, pet fees, parking fees and even the deposit you must leave when checking in. Generally speaking, Expedia has fairly high quality hotel reviews and allows you to filter by type of traveler. Unfortunately though they don’t let you filter by room type which some of the competitors offer. You also can’t sort by the worst reviews first which a lot of people want to read. For those with accessibility issues, Expedia offers quite a lot of information like whether each of the public facilities are wheelchair friendly – this information is lacking from almost all competitor sites. When searching, the top search results are usually marked with an “Ad” label and might not necessarily be relevant to your search results so it’s important to keep this in mind. One great feature of Expedia is that is on the search page every image is an image carousel allowing you to compare hotels better without having to click through to every one. One of the best things about booking on Expedia is that each room only shows one price, and then users can add things like breakfast, free cancellation, or change to a “pay-later” type booking by adding extra money. Overall this makes for a much more pleasant booking experience than other sites which often list 5 -10 prices for the same room, each with slightly different options. Generally speaking we find Expedia’s approach to fees relatively transparent, for example cancellation policies and penalties are prominent, and also feature on the checkout page right before you make the booking as a final reminder. Searching on Expedia is a very smooth experience. Besides searching by city, you can also search by country, state/province, airport, train station, attraction, area, or even metro station. The search results are also delivered fast, unlike some other sites.

From a random sample test, we found that Expedia's pricing wasn't particularly impressive. Having said that, the pricing is still relatively in line with other players, in fact Expedia actually had the cheapest prices on a few hotels. In addition you need to remember that Expedia's home market is North America, so it stands to reason that they should be one of the first sites to check out if you're travelling in the United States or Canada.

Expedia without a doubt has the best availability for hotels in North America. From our own tests though we found that they are not always as good in Europe and Asian markets, so it's going to depend on what exactly you are looking for.

Expedia is available on desktop and mobile browser, as well as a mobile app on both Android and iOS. In addition, Expedia is available almost worldwide, which means they support over 35 languages.

Expedia don't charge any extra booking fees or credit card fees, which is in line with most of the other major players. As they offer both prepaid and pay-at-hotel booking options, it might be worth taking this info consideration when you're booking. In terms of payment method, they accept all the major credit cards including American Express, Visa and Mastercard. In addition to that they accept Paypal. They don't however accept Google Pay or Apple pay.

As one of the earliest players in the online travel industry, Expedia has a well-established reputation. While their booking experience is generally considered quite good, they are not particularly well regarded for customer service. In particular, they are known for very long waiting times on the phone. Their mobile apps rate reasonably in the respective app stores, however the scores aren't as good as some of the leading players.

Expedia provides a number of toll-free phone numbers which can be called from varies countries around the world. They also offer a chatbot which can complete a number of simple actions like checking or cancelling your booking without having to talk to a real person. Although they might not be known for answering the phone quickly, unlike some competitors they don’t charge extra any money for service, which means that when a hotel offers free cancellation, even if you speak to a customer service representative it won’t cost you a cent. For the record, you don’t need to speak to anyone to cancel a booking, this can be done directly through the website.

Expedia is always a site worth checking. While they are not known for their customer service, they have excellent available, paricularly in North America, and offer solid prices. In addition, they're been around for more than 20 years, so you can trust that they'll still be tomorrow.