Why Booking.com & Expedia Guests Get Lowest Priority at Hotels

Online travel agencies like Booking.com, Priceline, and Expedia are built for volume. They function as large clearinghouses, moving inventory at scale through algorithms and dynamic pricing.

From a hotel’s perspective, OTA bookings are among the least desirable. Properties pay the highest commissions for these reservations and receive little to no guest context. As a result, OTA guests are typically placed at the back of the line for upgrades, flexibility, and problem resolution.

There are also inherent risks. When something goes wrong — a room issue, a cancellation complication, a missed request — hotels often cannot intervene directly. You are redirected back to the OTA’s customer service system, which may be outsourced, time-consuming, and disconnected from the property itself. The OTA will usually withhold the guest information so there’s a lack of communication between to personalize and even upgrade your stay. The OTA holds the power, and the booking terms on purpose.

OTAs serve a purpose. If your primary goal is the lowest visible price and you’re comfortable trading service, personalization, and priority for cost, they can work. But for luxury or important trips, they offer the least protection and the fewest advantages.

In short: OTAs work for price shoppers, not for travelers seeking value, recognition, or peace of mind.