Hotels.com

Hotels.com, L.P.

Company type	Subsidiary
Industry	Online travel agency, Hospitality
Predecessor	Hotel Reservations Network (HRN)
Founded	1991 (1991)
Founder	David Litman, Robert Diener
Fate	Acquired by USA Networks Inc in 2001; became part of Expedia Group in 2002
Headquarters	Dallas , United States
Area served	Worldwide
Products	Hotel reservations, Online travel services
Owner	Expedia Group
Parent	Expedia Group
Website	www.hotels.com

Hotels.com, L.P. operates as an international hotel reservation platform, maintaining 85 websites in 34 different languages and featuring more than 325,000 accommodations across nearly 19,000 destinations. Its portfolio encompasses hotels, bed and breakfasts, condominiums, and various commercial lodging options. Established in 1991 under the name Hotel Reservations Network (HRN) by founders David Litman and Robert Diener, the company was acquired by USA Networks Inc in 2001. It became part of Expedia Group in 2002 when it adopted the Hotels.com brand. The main headquarters and core operations are located in Dallas, Texas.

History

Originally launched as HRN, the company provided hotel booking services through a toll-free phone number within the United States. Following USA Networks’ acquisition of HRN and a majority stake in Expedia in 2001, HRN acquired the Hotels.com domain for approximately $11 million and rebranded to Hotels.com in 2002. This relaunch included the introduction of online reservations alongside the 1-800-2-Hotels telephone service. The business then rapidly expanded internationally by launching 29 additional websites within two years. In 2003, USA Networks reorganized into InterActiveCorp (IAC) and subsequently spun off its travel division as Expedia Inc. in 2005, making Hotels.com a subsidiary of Expedia.

In 2011, Hotels.com strengthened its mobile offerings by releasing an iPad application along with updates to its iPhone and Android apps. On December 1, 2016, Hotels.com broadened its European footprint by acquiring Venere.com, another hotel booking platform owned by Expedia.

Legal and Privacy Issues

In 2007, a class-action lawsuit accused Hotels.com of discriminating against individuals with mobility impairments due to inaccessible booking services. The company was found liable under California’s Unruh Civil Rights Act and committed to providing adequate accessibility details on its platform.

Concerns about privacy emerged in 2019 when it was discovered that the Hotels.com iOS application utilized session-replay technology from Glassbox without obtaining explicit user permission. This practice violated Apple App Store guidelines and raised questions about data privacy standards within Expedia’s mobile applications.

Loyalty program

The company’s original rewards initiative, "Hotels.com Rewards" (previously known as "Welcome Rewards"), was introduced between 2008 and 2011 across various markets. On July 6, 2023, this program was replaced by "One Key," which significantly reduced reward benefits by approximately 80%, including those for prepaid reservations under former terms. Industry experts criticized this change as an unusually drastic reduction among hospitality loyalty schemes for a company with a stable financial position.

Hotel Price Index

Since 2004, Hotels.com has issued a biannual Hotel Price Index that examines worldwide hotel room pricing trends using customer booking data adjusted by market share. This index offers valuable insights into price fluctuations across different destinations and accommodation categories, serving journalists, media outlets, and hoteliers as part of the company’s public relations efforts.

Advertising

Initially, actor Ed Helms provided the voice for the character "Smart" featured in Hotels.com advertisements, which transitioned from claymation to computer-generated imagery (CGI) in 2012. The campaign’s slogan evolved from "Smart. So Smart" to "Be Smart. Book Smart."

In 2014, the company introduced "Captain Obvious," portrayed by Brandon Moynihan, as its new brand mascot to highlight Hotels.com as the obvious choice for travelers. Developed by Crispin Porter + Bogusky, this campaign has included notable commercials such as Captain Obvious running for president, a musical parody inspired by La La Land, and participation in media initiatives like Channel 4’s ad-blocking campaign and the miniseries Four Weddings and a Funeral. Moynihan emphasized Hotels.com’s openness to daring creative approaches.

Starting with the 2018–19 season, Hotels.com became an official worldwide sponsor of both the UEFA Champions League and UEFA Super Cup alongside Expedia. In December 2020, it expanded its sports marketing presence by partnering with the National Basketball Association (NBA) as its Official Travel Partner—extending its brand visibility within major global sports arenas.

See also

• DDR Holdings v. Hotels.com