|This article relies too much on references to primary sources. (October 2011)|
|Slogan||Various, depending on point of sale|
Type of site
|Hotel Booking Service|
|603 (April 2014[update])|
Hotels.com is a website for booking hotel rooms online and by telephone. The company has 85 websites in 34 languages, and lists over 325,000 hotels in approximately 19,000 locations. Its Inventory includes hotels and B&Bs, and some condos and other types of commercial lodging. Hotels.com was established in 1991 as the Hotel Reservations Network (HRN). In 2001 it became part of Expedia Inc. and in 2002 changed its name to Hotels.com. Hotels.com is operated by Hotels.com LP, a limited partnership located in Dallas, Texas, in the United States.
Hotels.com was established in 1991 by David Litman and Robert Deiner as the Hotel Reservations Network (HRN), providing hotel booking via a toll-free phone number in the United States. In 2001, the company was acquired by USA Networks Inc (USAI) which also acquired a controlling interest in Expedia, the online travel booking company.
After buying the domain name for approximately US$11m, HRN changed its name in 2002 to Hotels.com and launched the offline brand 1-800-2-Hotels as well as allowing hotel bookings on line. There followed a period of rapid international expansion with 29 sites added over the next two years. In 2003, USAI was renamed InterActiveCorp (IAC). In 2005 IAC separated its travel business under the name Expedia Inc. Hotels.com then became an operating company of Expedia Inc., now the world’s largest online travel company.
International growth since 2002 has included web sites for North, Central and South America, Europe, Australia, Japan, China and the Pacific Rim, the Middle East and South Africa. Web sites for Indonesia and Vietnam launched in 2011. Customers in all countries can book online or by phoning one of the multilingual call centres. Calls are both toll-free and paid, depending on the country of booking.
In 2011, Hotels.com launched an iPad application and updated its mobile phone product on iPhone and Android.
U.S. disability rights infringement
In May 2007, hotels.com was subject to a class action complaint (Smith v. Hotels.com L.P., California Superior Court, Alameda County, Case No. RG07327029) brought against them for “ongoing discrimination against persons with mobility disabilities who desire to, but cannot, use hotels.com’s worldwide reservation network to make reservations for hotel rooms”. The company denied the accusation and opposed the action, but was found guilty on one count of infringing California’s Unruh Civil Rights Act, and on one count in violation of Unfair Competition Law. Hotels.com then agreed to provide suitable accessibility information about hotels sold on its website.
Like its competitors Agoda, Expedia and Orbitz, Hotels.com has a loyalty program. This allows customers to claim discounts on most, but not all, hotels, regardless of hotel chain or type. For every 10 nights stayed at hotels booked with hotels.com, customers can claim a price reduction on a subsequent booking. This reduction is equivalent to the average amount paid for those nights. The reduction does not reduce taxes and fees payments, and some other restrictions apply. The program is called "Welcome Rewards" and launched in the US, Canada and much of Latin America in 2008. It then extended to the UK and Australia in 2010, and to more than 40 additional countries in 2011.
Hotel Price Index
Starting 2004, Hotels.com has published a twice-yearly review of international hotel room price trends called the Hotels.com Hotel Price Index. This uses prices paid per room by Hotels.com customers using a weighted average based on the number of rooms sold in each of the markets in which Hotels.com operates. Information includes notable price changes and comparisons between destinations, hotel types, and other price-related analyses for the previous six months. The Hotel Price Index is published both digitally and in print, and is aimed at journalists, the media, and hoteliers as part of its public relations.
The latest Hotel Price Index can be found at hpi.hotels.com or hotel-price-index.com.
The Hotels.com website has a character in its television commercials, wearing the uniform of a sea captain, called "Captain Obvious" who says clearly obvious things, such as "Saving money on a hotel is the same as saving money on anything that costs money" or "This is a quote", as he proceeds to list various things that cost money.
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- David Gianatasio (February 27, 2014). "Hotels.com Recruits Captain Obvious, but Is One Gag Enough for a Campaign?". AdWeek. Retrieved 2014-03-06.
In its first work for Hotels.com since adding the business last October, Crispin Porter + Bogusky goes the self-consciously wacky route by introducing Captain Obvious. As his name suggests, the new spokesman says lots of self-evident stuff to make the point that Hotels.com is the obvious choice for booking rooms. ... A 60-second spot finds the Captain sauntering through a swanky resort, noting, among other things, that, 'All-you-can-eat is a hotel policy that allows you to eat all that you can,' 'the hotel pool is usually filled with water' and 'gym is short for gymnasium.'