Booking.com generally offers a more reliable and transparent experience with its upfront pricing, verified reviews, and loyalty program. While Kayak can be useful for comparing prices, users should be cautious of potential hidden fees and less reliable reviews. Booking.com's customer support and flexible cancellation policies also provide added benefits.
| Attribute | Booking.com | Kayak |
|---|---|---|
| Price comparison accuracy | Displays total price upfront, including all mandatory fees, for U.S. travelers. | Aims for accuracy, but price discrepancies may occur. |
| Breadth of accommodation options | Offers a wide range of accommodations, including hotels, apartments, hostels, vacation rentals, resorts, motels, guest houses, and bed and breakfasts. Over 566,189 properties in 210 countries. | Accommodation options range from budget to luxury. |
| Search filter granularity | Filters by price, review score, WiFi quality, amenities, budget, number of people, star ratings, and specific amenities. | Diverse filtering options |
| User interface intuitiveness and ease of navigation | App allows searching for properties, filling in details, and securing reservations. Users can change, cancel, or make additional reservations on the go. | User-friendly interface. Straightforward search tool. |
| Mobile app functionality and user experience | App allows booking of hotels, flights, and rental cars. Mobile-only discounts are available, and users can manage bookings, discover local attractions, and share experiences. | Mobile app with price alerts and travel plan organization. Offers mobile-only deals. |
| Customer support responsiveness and helpfulness | Customer service is available 24/7 by phone or website. Phone inquiries typically take 1 to 30 minutes for a response, but wait times can be longer. | Customer support is primarily handled by the booking provider. Customer service issues reported. |
| Cancellation policy flexibility | Offers different cancellation policies, including fully flexible, customized, and non-refundable options. | No unified cancellation policy; varies depending on the provider. |
| Deals and discounts availability | Offers coupons and promo codes, including Getaway Deals with savings up to 20%. Has a Genius loyalty program. | Competitive deals and discounts |
| Geographic coverage | Offers accommodations worldwide. | Worldwide geographic coverage. |
| Transparency of fees and taxes | Displays all types of taxes and fees related to each booking. The 'Payout Details' feature provides a breakdown of amounts collected, amounts to be collected directly, and detailed information on taxes and fees. | Aims to display total prices, but hidden fees may occur. |
| User review trustworthiness and authenticity | Boasts over 350 million verified reviews from real guests who made reservations through the platform, ensuring that reviews come from travelers who have completed their trips. | User reviews are aggregated from various sources, but reliability concerns exist. |
| Loyalty program benefits | The Genius program offers discounts, free breakfast, and upgrades at selected properties. It has three levels, with increasing discounts and benefits as you complete more stays. | No loyalty program. |