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1 October 2020

Best and worst hotel booking websites

Which accommodation booking website should you use to book your next hotel, apartment or villa stay? Our survey of Which? members reveals all.
Hotel booking 476600
WhichEditorial team

We've rated 11 leading accommodation booking sites including Booking.com, Hotels.com, Airbnb, Expedia and Owners Direct to help you book your next hotel stay with confidence. Unlock the table to find out:

  • the top-rated accommodation booking sites
  • ratings for important factors including value for money, transparency of fees and customer service
  • which accommodation websites are the best to book with
  • which sites show a need for significant improvements.

These results are for members only. Please log in if you're a member, or join Which? now to get instant access to all our reviews and test results.

How you rate hotel booking sites
Accommodation booking site WRP Functionality of site Prices Transparency of fees Customer service Description matching reality Quality of stay Customer score
Agoda (61)
Airbnb (343)
Booking.com (1,347)
Ebookers (39)
Expedia (346)
HomeAway (107)
Hotels.com (305)
Lastminute.com (82)
Owners Direct (40)
Secret Escapes (56)
Travel Republic (54)

Using the table: Star ratings are based on one to five stars. The more stars the better. Sample sizes are in brackets next to each holiday company. A dash indicates we did not receive enough responses to report on a company in that category. Market coverage whether users were shown prices for all major booking sites Functionality of site How easy the site was navigate and how quickly it generated results Transparency of fees If the first price quoted was the one the customer ended up paying. Description matching reality Whether online photos and descriptions matched the reality on check-in Customer score Based on a combination of overall satisfaction and how likely people are to recommend the company to a friend.  

How we researched hotel booking sites

In June 2019, we asked 4,038 Which? members to tell us about their experiences of researching holidays online in the past two years. Results are based on 6,407 experiences. We only reported on companies and star rating categories when we received at least 30 responses.