Why Hotel Websites (Hilton, Hyatt & InterContinental) Are So Unstable?

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When you are trying to make a booking around noon EST and there is a message about a “scheduled” maintenance, you can be 100% sure that there is nothing “scheduled” about it.

Yesterday, for the first time, all these three websites were down simultaneously when I was trying to make some reservations, check prices, and make sure that points/stays had posted correctly.

Hotels are trying to make their very best to channel as many bookings through their websites as possible. The main reason is that travel agents typically get a 10% commission of the room revenue, and websites like Expedia have much higher margins on their prepaid rooms.

Quite often only the bookings made through hotel chains own channels are eligible for stay/night credits and points, unlike with the airlines, where it doesn’t really matter whether you book on the Expedia’s of the world or the airlines own websites. I have always preferred online booking sites like Expedia over the airlines ones i.e. United.com.

This is the reason why it is imperative that the sites are actually up and running. Quite often I make bookings for the same day arrival, and I really don’t want to deal with the phone reservations. Hyatt has probably lost more than 10 stays from me alone in the past 14 months due to the non-functioning website that has these outages several times throughout the week. Sometimes, I have been able to make a reservation using the mobile site when the main site has been out.

I was somewhat surprised that yesterday

InterContinental Hotels Group was down:


Hilton was down:


Hyatt was down:


Are all these hotel companies buying the infrastructure from the same vendors? Having non-functioning websites at this day and age is totally unacceptable.

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