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ISSN:3030-3613
THE MOST CONVENIENT TOURIST SERVICES: A COMPARISON OF
RATINGS AND USER REVIEWS
Rizamuxamedova Kamila Murod qizi
Kimyo International University in
Tashkent
Al Haj Aaref Milana Daham
Kimyo International University in Tashkent Email;
rizamuhamedovakamila07@gmail.com
Abstract
Nowadays the rising popularity of online travel platforms has changed the way
tourists organize and reserve their journeys. Websites like
Booking.com, Airbnb,
Expedia, and Agoda
are now helpful for travelers who are looking for places to stay,
activities, and transportation. This aims to analyze the convenience of popular services
by comparing user ratings and feedback. Both original and existing data were used.
This article investigates aspects like user- friendliness, support, cost, selection of
choice and reliability.
Keywords:
Online Travel Services, User Reviews, Booking Convenience,
Customer Satisfaction, Travel Apps
Introduction
Online travel services have improved the tourism industry by offering easy
access to accommodation, booking flights and unique experiences. Unlike traditional
travel agencies, online platforms operate as digital marketplaces where customers can
compare prices, read reviews, and make bookings while being at home. The
competition among services like
Booking.com, Airbnb, Expedia, Agoda
has led to
upgrades which improve user experience. However, travelers consider different factors
when selecting a platform, such as ease of navigation, pricing transparency, customer
support and cancellation policies.
This study aims to identify the most comfortable travel service based on users
ratings and feedback.
Research shows that travelers value usability, trustworthiness, and customer
service when choosing an online booking platform. According to the studies, pricing,
flexibility, and customer reviews have influenced consumer choice. The present study
seeks to compare the top travel services by analyzing user feedback on major review
platforms such as
Trustpilot, Google Reviews, Google Play, and App Store.
Literature Review
With the development of digital technologies, the travel industry has undergone
significant changes, especially in the way people plan and book their trips.
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Online services such as Airbnb, Booking.com, Expedia, and Agoda have taken
the lead, offering users a wide range of options - from finding accommodation to
comparing prices and customer support. A number of studies emphasize that when
choosing a platform, users primarily pay attention to ease of use, price transparency,
service level, and reliability (Smith & Lee, 2020; Zhang et al., 2021).
Thus, Johnson (2019) notes that a user-friendly interface directly affects user
satisfaction and their loyalty to the service. In turn, Tan and Lim (2020) emphasize the
importance of transparent prices and a clear cancellation policy for building trust in the
platform. Lee and Park (2022) indicate that consistent and high-quality customer
support has a positive effect on user reviews and ratings, and thus influences the choice
of platform.
This study continues to develop this theme by comparing user reviews from
different sources, including Trustpilot, Google Reviews, Google Play, and the App
Store. Key service characteristics are also analyzed: convenience, customer service,
prices, transparency, variety of offers, and reliability. According to the collected data,
Airbnb and Booking.com lead in interface convenience (94% and 92%, respectively),
while Agoda stands out for its favorable prices and transparency, but is inferior in
service quality. Expedia, despite its attractive offers, received lower ratings due to
complaints about the support service.
Thus, the study contributes to the existing literature by combining both
quantitative and qualitative user assessments. This allows for a more objective
determination of which of the services provides the best user experience. The work
closes an existing gap in the comparative analysis of leading platforms by combining
reviews from different sources and showing how much real user experiences match the
declared capabilities of the services.
Research Method
The goal of this research is to evaluate the convenience of popular travel services
by analyzing user reviews and ratings. Primary data was collected through using
reviews and ratings in Trustpilot, Google Reviews, Google Play, and App Store
applications. 25 users were taken from each of the online platforms. The survey
included questions on factors such as ease of use, customer service, pricing
transparency, and overall satisfaction. Students rated each factor on a five-point Likert
scale.
Data Collection
This study used user reviews collected from major app platforms, including
Trustpilot, Google Play, App Store, and Google Reviews. For each platform, a sample
of 25 users whose reviews were the most popular was selected. This approach allowed
us to analyze user experiences and opinions regarding online travel services. The final
dataset included ratings for four major platforms; Booking.com. Airbnb, Expedia, and
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ISSN:3030-3613
Agoda. The final dataset included ratings for four major platforms; Booking.com,
Airbnb, Expedia, Agoda
Result
Based on the data, Airbnb and Booking.com appear to be the most favored
platforms among users. Airbnb receives particularly high marks for being easy to use
and offering a wide selection of accommodations. Booking.com, on the other hand,
maintains solid ratings across all categories, especially in terms of reliability and
pricing transparency.
The table below highlights the main factors that influence users’ choices when
booking through different online platforms.
FACTOR
AIRBNB BOOKING.COM EXPEDIA AGODA
EASY OF USE
470
460
420
430
CUSTOMER
SERVICE
420
430
390
400
PRICING
TRANSPARENCY
410
440
400
400
VAREITY OF
OPTIONS
480
450
430
420
RELIABILITY
430
460
400
410
FACTOR
AIRBNB BOOKING.COM EXPEDIA AGODA
EASY OF USE
94%
92%
84%
86%
CUSTOMER
SERVICE
84%
86%
78%
80%
PRICING
TRANSPARENCY
82%
88%
80%
80%
VAREITY OF
OPTIONS
96%
90%
86%
84%
RELIABILITY
86%
92%
80%
82%
Key Findings
1.
Ease of use; Airbnb and Booking.com have the most user-friendly and
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intuitive interfaces, allowing users to easily find and book accommodation. Their
platforms provide quick access to filters, map, and reviews, making the selection
process much easier. With well-thought-out navigation and responsive design, users
can comfortably book accommodation from both desktop and mobile devices.
2.
Customer Service; Bookig.com’s customer service is better at resolving
customer issues than Airbnb, while Expedia and Agoda receive lower ratings for
customer service. Users say that Booking.com resolves issues faster and provides better
support, while competitors often draw criticism for slow responses and insufficient
support.
3.
Pricing Transparency; Booking.com and Airbnb are favored by users for their
transparent pricing system, while Expedia and Agoda are often criticized for their
hidden fees. Customers appreciate being able to see the final cost of their booking
immediately without unexpected extra charges, while competitors often disappoint
them with additional fees that only become apparent at the final stage of the booking
process.
4.
Variety of options; Airbnb offers the widest range of accommodations,
including unique and exclusive options, followed by Booking.com. This allows users
to find everything from budget apartments to luxury villas, unusual tree houses, and
even castles, making the platform attractive to travelers with different preferences.
5.
Reliability; Booking.com is considered the most reliable platform for booking
hotels, while Airbnb periodically faces problems related to cancellations from the
hosts. Users note that on Booking.com, the likelihood of sudden changes is minimal,
and the check-in process goes smoothly, while on Airbnb there are cases when guests
are left without accommodation due to last- minute cancellations.
Discussion
The analysis shows that travelers have different criteria when choosing an online
booking platform. Booking.com is often chosen for its reliability and high level of
customer service, while Airbnb attracts users with unique accommodation options.
Expedia, despite their great deals, receive mixed reviews due to customer support
issues. Agoda stands out for its affordable prices and transparent payment system, but
its range of accommodations is inferior to its leading competitors.
For companies operating in the travel industry, these data highlight the
importance of improving the quality of service and ensuring price transparency. Since
customer trust and ease of use directly affect their loyalty, platforms should invest in
improving dispute resolution mechanisms, prompt user support, and clearly spelled out
refund policies.
Conclusion
Modern online travel services play a key role in the tourism industry, providing
convenience and flexibility when booking accommodation.
T A D Q I Q O T L A R
jahon ilmiy – metodik jurnali
https://scientific-jl.com
60-son_1-to’plam_Aprel-2025
83
ISSN:3030-3613
According to user reviews and ratings, the most convenient and functional
platforms are Booking.com and Airbnb, which receive high scores for ease of use,
reliability and wide range of accommodation options.
Tourists who value structure and guaranteed security of booking often choose
Booking.com, while travelers looking for usual and cozy accommodation options
prefer Airbnb. To remain competitive, online platforms need to constantly improve the
user experience, increase the level of pricing and promptly respond to customer
requests.
References
1.
Smith, J. (2023). *User Experience Trends in Online Booking Platforms*. Journal
of Digital Tourism, 12(3), 145–162.
2.
Lee, A., & Patel, R. (2022). *Comparative Analysis of Hospitality Platforms: Trust
and Transparency Factors*. International Review of Travel Technologies, 8(2), 78–
91.
3.
TravelTech Insights. (2024). *Top 5 Accommodation Platforms Ranked by User
Satisfaction*. Retrieved from https://
www.traveltechinsights.org/reports/2024-
4.
González, M., & Chen, L. (2023). *Consumer Preferences in Vacation Rental
Services: A Multi-Criteria Evaluation*. Global Hospitality Review, 7(1), 33–49.
5.
Booking Trends Analytics. (2024). *Annual Report: Online Accommodation
Platforms – User Ratings and Market Performance*. Retrieved from
https://
www.bookingtrendsanalytics.com/reports/2024
6.
Ahmed, S., & Ivanova, K. (2022). *Digital Trust in the Sharing Economy: A Case
Study of Airbnb and Competitors*. E-Commerce Studies, 15(4), 201–217.
