default logo

Best and Worst Hotel Booking Sites

There are now dozens of hotel, villa, lodge and other accommodation booking sites to choose from, from Booking.com and Expedia to Airbnb and Vrbo (formerly HomeAway).

All of them claim to have the best options and prices, but which one really does and who should you trust on your next booking?

The results of our exclusive survey reveal how the most popular accommodation booking sites stack up on things like price and customer service, as well as the likelihood of Which one? members must be satisfied and recommend these websites. Some big names have done their reputations a disservice during the coronavirus crisis, so it’s worth checking our results before you book your next vacation.

The reviews on this page cover online travel agencies that offer accommodation.

If you’re looking for a flight-only deal, check out our best flight booking sites. Or see our reviews on best travel comparison sites to find the best prices on travel, accommodation and vacation packages.

Rated accommodation booking sites

The table below reveals how seven of the most popular accommodation booking sites stack up in areas like customer service, website functionality, and price.

For more impartial opinions and independent advice, learn more about Which one? To travel.

Reviews on the accommodation booking site

The table above reveals that Booking.com is the best website for booking accommodation, but none of the companies qualify to be a Which? Recommended Supplier (WRP) this year.

Booking.com: best accommodation booking site

The most famous and the best according to customers. Booking.com was offering fully refundable stays long before Covid hit, and it’s clear on the total cost.

While he only found the cheapest price in one of the five scenarios we checked, it was within £ 20 of the cheapest in the other four – so you can be sure you didn’t. are not stolen.

The only small downside is the constant prompts telling you how many rooms there are left and how many people are looking at the same property – ignore.

Who? verdict: Booking direct with the hotel is the only thing that can compete with Booking.com.


Browse accommodation on booking.com.


Lastminute.com: the worst accommodation booking site

For the second year in a row, Lastminute.com has the dubious distinction of being the world’s worst flight and accommodation booking site.

Not only is his website clunky and frustrating to use, but he fails to find competitive prices. He couldn’t find the cheapest room rate for any of the five hotel scenarios we looked at, including, ironically, the last-minute one. Assuming you get a hold of someone, their customer service leaves a lot to be desired.

One hapless vacationer described the service offered by Lastminute.com as the worst he has ever encountered.

Who? verdict: Since it is also a terrible flight booking site, it’s hard to imagine a scenario where booking with Lastminute.com would be a good idea.

Hotel refunds and cancellations

Before booking accommodation, it is important to know exactly what your rights are and what you are entitled to if things go wrong.

If the accommodation provider cancels your reservation – which can happen if the hotel has to close unexpectedly, for example – you are entitled to a full refund. But if the hotel is open and local travel restrictions prevent you from getting there, you aren’t always entitled to your money’s worth. For this reason, it is often a good idea to book a room that can be freely canceled, or to book your accommodation as part of a flight included package, which offers you better protection.

If you are entitled to a refund, you will need to contact the company that made the payment for your reservation. Thus, if you have booked directly with the hotel, for example, it will reimburse you directly. But if you’ve booked the same hotel room through a third-party booking site, like Hotels.com, you’ll need to request your refund through them, which can slow down the refund process.

How we research booking sites

Between July and August 2021, we asked 3,478 which question? members to tell us about their experiences using accommodation reservation sites over the past two years. We only reported on companies and star categories when we received at least 30 responses.

You can give your opinion on what we are looking for and help us make the change by join which? Connect.