[eiopa]

My personal experience with Airbnb is that they simply don't know how to do support. Even basic issues take multiple days to resolve, and usually involve many phone calls.

HotelTonight has been awesome there. You can get a representative on live chat and resolve most issues while you're still en-route from the airport.

On one hand, I am hopeful Airbnb will be able to learn from HotelTonight, but in reality, it seems most acquisitions end up with the acquired company diffusing into nothingness :(

[ghaff]

Or I book with a hotel directly and I (essentially) never have issues that require me to deal with the corporate support line. I realize I’m not as price sensitive as some but I mostly want to minimize lodging hassle when I travel.

[pfranz]

I've had HotelTonight installed on my phone for years, but have only had to use it once or twice. I only travel a few times a year and tend to use it when my plans fall through. I generally book ahead of time, often with the hotel directly.

The most obvious example I had using it was when I missed a flight and it was rebooked for the next morning. I was tired and I remember getting in a cab/Uber and finding out the friend who dropped me off wasn't able to let me crash there for the night. Before we had left the airport I had booked a room nearby and could direct the driver there. The hotel was nice. I might have had to wait 10m for the hotel to receive a fax confirming my booking (faxing reservations seems to be pretty common with a lot of hotels).

There's no way I could have done that booking directly. It would have taken me 10x as long to figure out which hotels were nearby, near my cost, what rooms were available, and check out. I do those things when booking ahead of time, but they're also much harder to do on a phone.

I'll be bummed if it I lose this contingency.

[ghaff]

Fax? Seriously? I haven’t used a fax with a hotel in decades. I’d probably try one or two major chain apps and, failing that, Expedia or booking.com. Perhaps HotelTonight has more options for last minute but there are plenty of other sites that let me book quickly online.

[pfranz]

:shrug: I've booked quite a few times in various ways online and it seems fairly common for the hotel to receive the booking via fax--at hotels big and small. I'm pretty sure I've had this happen when booking through the chain's own booking site. If you book ahead of time it probably happens without you knowing all the time.

I just pulled up the reservation. It was in 2013 to a Fairfield/Marriott 3 miles from the airport.

For an example of the types of hotels, the other two bookings I've made were to Sonesta ES Suites in 2014 (during a surprise blizzard) and a Four Points/Sheraton in 2015.

If I had status or points I'd probably check out that chain first. Since I don't, sticking with a single chain isn't the most convenient or the cheapest.