I make no apology for having written a book critical of Third Party 'discount' sites like Expedia, Hotels.com or Travelocity. I post occasionally about matters like how to find the lowest prices online but I have noticed people are loyal to what they know best. Even friends of mine (who I refer to my link which can get a better rate than what you see on Third Party sites) have returned to those sites 'because it is just easier'. Meaning 'they have my info already. (Not true - your COMPUTER has your stored info)
In any event, I wish no ill will against these sites - heck, maybe someday one or all will advertise on my site. Whether I would accept the money and run is a story for another day - for now, I am passing along an interview I came across from the 'expert' at Hotels.com. I pass along the link here (which happens to be from Chris Elliott) in order to present both sides of my coin to you. Read the interview, see what you think. Maybe it will get you to use H.com in the future.
What I will do here is address the 3 points the expert evaded (in my opinion) because he obviously had to be loyal to his company. You will soon see he didn't really answer the questions - he went around them.
Specifically, he responded to Chris' questions (such as "Other than booking a hotel through your site, how do you land a deal this summer?") with some nonsense about researching your choices and looking for package deals - both of which you conveniently do on Hotels.coms site. What he didn't say was "CALL THE HOTEL - tell them you got a rate of $XX on line and can they beat or match it." THAT is how you get the best rate available. Now that Third Party sites are no longer charging a service fee, there may be no big price break for you but sometimes a hotel will entice you NOT to book through a Third Party by beating their rate by $5 or more.
The expert was then asked; "What advantages does someone have booking through a site like Hotels.com, versus a travel agent or directly through a hotel?" His answer was comical, again in my opinion, but mostly for what he DIDN'T say. Great, they have a rewards program - so does every hotel chain I know. Rent ten rooms or nights, get one free is also fine but if you overpay for those 10 rooms by $5-$10 to begin with, the free night is anything but. Every chain ALSO has a 'book a (predetermined) number of nights/rooms and get a free one' policy with their programs. He then promoted the fact that you are entitled to post a review "where feedback is critical in helping travelers make right property choices." Wow, what a treat! You get to spend time writing a review. If you like writing, you can do the same on Tripadvisor for any property and more people will probably read it.
Lastly, he non-answered the question by saying Hotels.com has a 24 hour call center. Where you can get help with any problem (or I suppose book a room if you don't have a computer). I guess he must have forgotten almost all hotels have a call center also - called the FRONT DESK. If you have ever waited for 45 minutes on the phone for any Third Party call centers to answer, you would know why I am laughing that he suggests this is a plus. To me, it's more like a prison sentence.
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