Hotels.com - Detailed Review
Travel Tools
Hotels.com - Detailed Review Contents
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Hotels.com - Product Overview
Introduction to Hotels.com
Hotels.com is an online travel agency that specializes in booking hotel rooms and other types of accommodations. Here’s a breakdown of its primary function, target audience, and key features:Primary Function
Hotels.com acts as an intermediary between travelers and hotels, allowing users to search and book a wide range of accommodation options, including hotels, bed and breakfasts, and other commercial lodgings. This platform aggregates information from multiple sources, providing users with a comprehensive list of available accommodations in a single search, which is a significant advantage over searching on individual hotel websites.Target Audience
The target audience for Hotels.com includes a broad spectrum of travelers, but it is particularly popular among individuals aged 25-34 years old. The user base is predominantly male, with 61.39% of visitors being male and 38.61% female. Geographically, the site attracts a significant amount of traffic from countries such as India, the United States, the United Arab Emirates, Australia, and Canada.Key Features
Booking and Search
Users can search for and book hotel rooms online or over the phone. The platform offers a vast selection of over 260,000 bookable properties worldwide, making it a one-stop shop for various accommodation needs.Loyalty Program
Hotels.com has a unique loyalty program where members earn a “stamp” for every eligible night stayed. After accumulating 10 stamps, members can redeem a free night. The value of the free night is calculated based on the average nightly price of the previous stays. However, it’s important to note that this program is set to be discontinued in late 2023 as Hotels.com merges its loyalty programs with Expedia and Vrbo.Elite Status
Hotels.com offers two levels of elite status: Silver and Gold. Silver status is achieved after 10 nights in a calendar year and includes benefits such as free breakfast, Wi-Fi, spa vouchers, price matching guarantees, and priority customer service. Gold status, earned after 30 nights, adds benefits like complimentary room upgrades, guaranteed late checkout, and early check-in at VIP Access properties.Additional Services
As part of the Expedia Group, Hotels.com also offers rental car bookings and integrates with other Expedia services. This allows users to manage multiple aspects of their travel plans through a single platform.User Account and Booking Management
Creating a free account on Hotels.com enables users to earn rewards, track their reservations easily, and access various perks associated with their loyalty status. The platform also provides real-time reservation confirmations and marketing insights through its mobile app. By offering a wide range of accommodations, a user-friendly booking process, and rewarding loyalty programs, Hotels.com caters to the diverse needs of travelers globally. Hotels.com - User Interface and Experience
User Interface Overview
The user interface of the Hotels.com app is crafted to be modern, intuitive, and user-friendly, making the hotel booking process streamlined and efficient.Search and Results
The search widget on the app is contemporary and easy to use, featuring large text and a smart use of color to highlight important details. Users can enter their destination, travel dates, and the number of people traveling, and the app will display a list of recommended hotels in a card-based, long-scrolling format. Each hotel result includes an image of the property, an average rating, and the nightly rate. Special deals are highlighted in purple with a “your secret price” label, making them easily identifiable.Viewing and Filtering Options
Users have the flexibility to view search results either in a list format or on a map, allowing them to focus on a specific area. The app also provides extensive filtering options, enabling users to customize their search according to their preferences.Booking and Saving
The app allows users to book hotels directly or save them to their favorites for easy access later. This feature is particularly useful for users who want to compare options or plan multiple trips.Navigation
The navigation is handled through a hamburger menu located in the top left corner, which expands to display various options. Recent searches are saved on the home screen, making it easy for users to return to them later.Checkout Process
The checkout process has been optimized for ease of use. Users can save their information, including payment details, to their account, which can be accessed on both mobile and desktop. This reduces the amount of information needed to input during subsequent bookings. The app also supports multiple payment methods, including credit/debit cards, PayPal, and more.Visual and Interactive Elements
The app features high-resolution images and easy-to-use maps, enhancing the overall mobile experience. The rich imagery is particularly prominent on the iPad app, where users tend to browse more leisurely. The interface is clean and aligned with Apple’s design language, ensuring a seamless user experience across different devices.Loyalty Program
The app integrates Hotels.com’s Welcome Rewards loyalty program, making it easy for users to access their accounts and earn benefits. The rewards balance is displayed directly on the homepage for logged-in users, and there is a prominent call-to-action for the program within the app.Overall User Experience
The Hotels.com app is designed to be user-friendly, with a focus on simplicity and efficiency. The use of large text, smart color accents, and high-resolution images makes the app visually appealing and easy to navigate. The ability to save information and access past, current, and future bookings offline adds to the convenience. However, some users have reported issues with customer service and booking errors, which can impact the overall user experience. Hotels.com - Key Features and Functionality
When Using Hotels.com
Particularly their AI-driven travel tools, several key features and functionalities stand out, each designed to enhance the user experience and make hotel booking more efficient.
Property Comparison Tool
This tool allows users to compare up to five hotel properties side-by-side. After selecting your travel dates, you can view prices, ratings, amenities, and other relevant details of each hotel. This feature helps you make informed decisions quickly by displaying the total cost, including taxes and fees, for the least expensive room available at each hotel.
AI-Powered Room Recommendations
Hotels.com uses AI to provide personalized room recommendations based on over 40 factors, such as who is traveling, the destination, and the length of stay. These recommendations are highlighted with green banners and are intended to suggest the best room type for your specific needs, making the booking process more personalized and efficient.
Price Transparency and Extras
The platform offers clear price transparency, allowing you to see the costs of extras such as breakfast, parking, and fully refundable rates. This feature helps you personalize your stay by selecting only the services you need, with a clear understanding of the additional costs involved.
Personalized Extras Selection
Users can select various extras like breakfast, parking, or refundable rates and easily compare how much each extra will cost. This intuitive system ensures that you are only paying for what you need, making the booking process more customizable and cost-effective.
Search and Filtering
When searching for hotels, you can use various filters such as price, star rating, guest rating, and distance from landmarks. This helps narrow down the options to find a hotel that matches your preferences. Additionally, you can sort results by different criteria to find the most suitable option quickly.
Secret Prices
Hotels.com offers “secret prices” for logged-in users or those who provide their email address. These prices can offer discounts of 5%-10% per night compared to non-member rates. This feature is indicated by a purple button on the hotel listing, providing an additional way to save money.
Booking Process
The booking process is streamlined, allowing you to choose a room, view detailed information about the hotel, and select payment options (prepaid or pay-at-hotel). The system also highlights important details such as cancellation and prepayment policies, ensuring you are fully informed before making a booking.
AI Integration
The AI integration in Hotels.com’s tools is primarily seen in the personalized room recommendations and the property comparison tool. AI analyzes various factors to suggest the best rooms and helps users compare hotels more effectively. This integration enhances the user experience by providing relevant and personalized suggestions, making the booking process more efficient and user-friendly.
Hotels.com - Performance and Accuracy
Performance
Hotels.com has made significant strides in leveraging AI and data analytics to improve user experience and operational efficiency. Here are some notable aspects:Data Processing and ETL
Hotels.com has successfully scaled up their data processing capabilities using Databricks, increasing the volume of data processed by 20 times without impacting performance. This enhancement allows for faster and more efficient data handling, which is crucial for real-time user interactions.User Experience Optimization
The platform has optimized the display of images within property searches, ensuring highly accurate and effective results. This optimization has led to higher conversions, indicating improved sales efficiency.Accuracy
The accuracy of Hotels.com’s AI-driven tools is largely dependent on the quality and breadth of the data they process:Image Display and Property Searches
Hotels.com’s use of AI ensures that the right hotel images are displayed based on user searches, which has resulted in more accurate and relevant search results. This accuracy is crucial for user satisfaction and conversion rates.Personalization
While there is no specific information available on Hotels.com’s AI-driven personalization features, it is clear that their data analytics capabilities help in providing users with relevant hotel options based on their searches.Limitations and Areas for Improvement
Despite these advancements, there are some inherent limitations and areas where AI-driven travel tools, including those of Hotels.com, can improve:Over-Reliance on Technology
Relying too heavily on AI can limit flexibility, especially when dealing with unexpected changes or unique user preferences. This is a common challenge across many AI-driven travel planning tools.Data Privacy Concerns
AI tools collect and analyze significant amounts of personal data, raising privacy concerns. Ensuring compliance with stringent data protection standards is essential to safeguard user information.Limited Contextual Understanding
Traditional AI systems may lack the nuanced insights and local knowledge that a human travel expert can provide. This can result in recommendations that, while data-driven, may not fully capture the subtleties of a destination.Flexibility and Adaptability
Current AI travel planners often struggle with real-time changes such as weather disruptions or booking errors. More advanced AI models, like Large Language Models (LLMs), are needed to handle such dynamic scenarios more effectively. In summary, Hotels.com has made significant strides in using AI to enhance user experience and operational efficiency, particularly in data processing and image display. However, there are ongoing challenges related to data privacy, contextual understanding, and the need for greater flexibility and adaptability in AI-driven travel planning tools. Hotels.com - Pricing and Plans
Booking Process and Pricing
- When searching for hotels, you can filter results by price, star rating, guest rating, and distance from landmarks or the city center.
- Hotels.com uses a default “Featured” sorting, which considers factors like price, reviews, and location. You can change this to sort by other criteria if needed.
- Prices can vary, and it’s recommended to compare rates across multiple booking sites to find the best deal. Hotels.com often has similar or identical prices to other sites, but sometimes other sites may offer better rates.
- The site offers a best price guarantee, where if you find a cheaper publicly available rate elsewhere, Hotels.com will refund the difference until 11:59 PM the day before check-in.
Loyalty Program
- The Hotels.com loyalty program, which is being discontinued in late 2023 as part of a merger with Expedia and Vrbo, rewards users with a “stamp” for every eligible night stayed. After collecting 10 stamps, you can redeem a free night valued at the average price of the last 10 nights booked.
- The free night voucher does not cover taxes or fees, and if the hotel is less expensive than the voucher value, you won’t receive a refund.
Elite Status
- There are two elite status tiers: Silver and Gold.
- Silver Status: Earned after 10 nights in a calendar year, offering benefits like free breakfast, Wi-Fi, spa vouchers, price matching guarantee until check-in, and priority customer service.
- Gold Status: Earned after 30 nights in a calendar year, adding benefits such as complimentary room upgrades, guaranteed late checkout, and early check-in at VIP Access properties.
Free Options and Member Benefits
- Secret Prices: Logging into your Hotels.com account or entering your email address can reveal “secret prices” which are typically 5%-10% lower than non-member prices.
- Free Cancellation: You can filter search results to find hotels with fully refundable options, providing flexibility in case you need to cancel.
Credit Card Benefits
- Hotels.com offers a Rewards Visa Credit Card with no annual fee, where spending $500 earns one stamp worth $110, contributing to free nights. Other credit cards like the Chase Sapphire Reserve also offer rewards for travel spending, including bookings on Hotels.com.
Conclusion
In summary, the pricing on Hotels.com is dynamic and can vary based on real-time market conditions, but the site provides several tools and loyalty benefits to help users save money and find the best rates. However, the loyalty program is set to change significantly with its upcoming discontinuation.
Hotels.com - Integration and Compatibility
Integration with Channel Managers
Seamless Automation
For accommodation providers, Hotels.com can be integrated through channel managers like eviivo. This integration offers a 2-way, direct connection that automates several key processes, including real-time synchronization of bookings, availability, rates, images, descriptions, and booking policies. This automation helps eliminate overbookings and saves hours of manual work.Loyalty Programs and Travel Networks
One Key™ Program
Hotels.com is part of the Expedia network, which allows it to leverage a wide range of travel services and loyalty programs. Users can join the One Key™ program, offering instant benefits, perks, and the ability to earn OneKeyCash™ that can be used on Hotels.com, Expedia, and Vrbo.Mobile and Desktop Compatibility
Mobile App Features
The Hotels.com platform is highly compatible across various devices. It offers mobile apps for both iOS and Android, allowing users to find and book hotels on the go. These apps provide features such as side-by-side hotel comparisons, AI-powered room recommendations, and the ability to manage bookings offline.Desktop Access
For desktop users, Hotels.com can be accessed through its website or via desktop apps available through platforms like WebCatalog, which enhances the user experience by running the app in distraction-free windows and allowing easy management of multiple accounts.Smart Shopping and Comparison Tools
Enhanced Comparison Features
The platform’s Smart Shopping features enable users to compare hotel prices, ratings, and amenities side-by-side, making it easier to find the best hotel for their needs. This tool allows users to compare up to five properties at once and includes AI-powered recommendations based on various factors such as the type of travelers and the duration of the stay.Payment and Booking Flexibility
Flexible Payment Options
Hotels.com offers flexible payment options, including the ability to pay now or later for most hotels. Users can also save their payment details for faster future bookings. The app supports multiple payment methods, although there may be some restrictions on using certain combinations of payment options.Conclusion
In summary, Hotels.com integrates well with channel managers, loyalty programs, and various devices, providing a comprehensive and user-friendly experience for both travelers and accommodation providers. Its compatibility across mobile and desktop platforms ensures that users can access and manage their bookings efficiently, regardless of their device preference. Hotels.com - Customer Support and Resources
Customer Support Options
When you need assistance with your bookings or have questions about your stay, Hotels.com offers a variety of customer support options to ensure you get the help you need promptly and conveniently.Phone Support
You can contact Hotels.com’s customer service via their toll-free numbers, available 24/7. The main numbers include:- (800) 246-8357 for general inquiries and issues.
- (855) 877-1508 and (800) 492-9520 for flight and package questions.
Email Support
If you prefer to communicate via email, you can reach out to Hotels.com at several addresses:- help@hotels.com for general questions and issues.
- customercare@hotels.com for customer care inquiries.
Virtual Chat
Hotels.com also provides a virtual chat function on their website. You can initiate a chat with a virtual agent to get answers to your questions or help with any issues you may have. This option is available 24/7, just like the phone support.Mobile App
The Hotels.com mobile app is another convenient way to contact customer support. Using the app, your communication will be automatically linked to your account, reducing the need to provide additional information. This makes it easier to manage your bookings, cancel or change reservations, and get help with any issues.Social Media
Hotels.com is active on social media platforms, where you can also seek help. For example, you can reach out to their customer support team through Twitter (@hotelscomhelp) or Facebook (@Hotels.comEurope). These channels are particularly useful for quick queries or to get help with your order or refund.Additional Resources
Help Center
Hotels.com has a comprehensive help center on their website that addresses common questions and issues. Here, you can find detailed information on booking, cancellations, and other travel-related queries.Member Benefits and Rewards
If you are a member of Hotels.com’s rewards program, such as the OneKey program, you can access additional benefits like Member-Only Prices, which offer discounts ranging from 10%-20% or more, depending on your reward tier. The program also allows you to earn and use OneKeyCash on future bookings.AI-Powered Support
Hotels.com leverages AI-powered customer support to enhance your experience. This includes AI-driven chatbots and virtual assistants that can handle routine inquiries, automate booking processes, and provide real-time assistance. AI also helps in predicting and managing travel disruptions, ensuring a smoother travel experience. By offering these diverse and accessible support options, Hotels.com ensures that you can get the help you need quickly and efficiently, making your travel planning and booking process as smooth as possible. Hotels.com - Pros and Cons
When considering the use of Hotels.com for your travel needs, here are some key advantages and disadvantages to keep in mind:
Advantages
- Gift Cards and Discounts: Hotels.com frequently offers discounts on its gift cards, which can be purchased at a lower price than their face value. This allows users to accumulate Hotels.com credit at a discount. You can also combine balances from multiple gift cards and trade in gift cards from other stores for Hotels.com gift cards.
- Advanced Filtering: The platform provides robust search filters that enable users to find hotels that match very specific criteria, such as pet-friendly hotels with free parking and Wi-Fi in a particular neighborhood. This makes it easier to find a hotel that meets all your requirements.
- Simple Rewards Program: Hotels.com offers a straightforward rewards program where you earn a free night after staying for 10 nights. The value of the free night is equal to the average price of the 10 nights you stayed, regardless of where you stayed. This simplifies the process of earning rewards compared to managing points across multiple hotel chains.
Disadvantages
- No Earning Points: Booking through Hotels.com means you won’t earn points or credits through hotel loyalty programs such as Hilton, Hyatt, IHG, SPG, or Marriott. This can be a significant drawback for frequent travelers who value these loyalty programs.
- No Elite Benefits: When you book through Hotels.com or other third-party sites, you typically won’t receive any elite status benefits from the hotel chains, such as free suite upgrades, welcome gifts, free Wi-Fi, free breakfasts, or late checkouts. The status tiers offered by Hotels.com itself have limited benefits.
- Payment and Cancellation Flexibility: If you use a Hotels.com gift card to pay for your booking, you may be locked into that reservation with limited flexibility for cancellations. Some hotels do not allow cancellations for bookings made through Hotels.com.
- Price Comparison: While Hotels.com can offer competitive prices, it’s always a good idea to check the hotel’s official website as well. Sometimes, hotels offer exclusive lower prices for direct bookings.
Conclusion
By weighing these pros and cons, you can make a more informed decision about whether Hotels.com aligns with your travel needs and preferences.
Hotels.com - Comparison with Competitors
Hotels.com
Hotels.com, while a prominent player, does not currently have advanced AI-driven features like some of its competitors. However, it has introduced programs such as “Perfect Somewheres,” which highlights the top 1% of hotels based on guest experience data, including reviews, staff interactions, and property facilities.Booking.com
Booking.com has recently enhanced its travel planning capabilities with several AI-powered features:Smart Filter
Allows users to describe their ideal property, and the AI applies relevant filters automatically, saving time and effort.Property Q&A
Users can ask specific questions about properties, with the AI scanning property listings, reviews, and photos to provide answers.Review Summaries
AI-generated summaries of guest reviews provide key insights without the need to read through numerous reviews. These features make Booking.com a strong competitor in terms of AI-driven travel planning.Expedia
Expedia, another major competitor, offers a range of travel booking services including hotels, flights, and packages. While it does not have the same level of AI-driven features as Booking.com, Expedia’s platform is user-friendly and offers discounts for booking flights and hotels together.Agoda
Agoda also provides a comprehensive booking service for various types of accommodations. It has good search functionality and a rewards program called AgodaCash, but it lacks the advanced AI features seen on Booking.com. Agoda’s strengths include its ability to search for non-traditional accommodations like hostels and private houses.Trivago and Other Metasearch Engines
Trivago and other metasearch engines like Kayak and Momondo do not offer direct booking services but instead compare prices across multiple websites. These platforms are useful for finding the best deals but do not have the AI-driven features for property searches and reviews that Booking.com offers.Unique Features and Alternatives
Booking.com’s AI Capabilities
If you are looking for advanced AI features to help with property searches and review summaries, Booking.com is a clear leader in this category.Hotels.com’s Guest Experience Data
For a data-driven approach to selecting top-rated hotels, Hotels.com’s “Perfect Somewheres” program is unique and valuable.Expedia’s Package Deals
If you need to book multiple travel components (flights, hotels, car rentals), Expedia’s package deals can offer significant savings.Agoda’s Non-Traditional Accommodations
For those seeking alternative types of accommodations, Agoda is a good option.Metasearch Engines
For price comparisons across multiple booking sites, Kayak, Momondo, or Trivago might be more suitable. Each platform has its strengths and weaknesses, so the choice depends on what specific features and services are most important to the user. Hotels.com - Frequently Asked Questions
Frequently Asked Questions about Hotels.com
How do I make a reservation on Hotels.com?
To make a reservation on Hotels.com, start by entering or selecting your destination, check-in date, number of nights, and the number of guests on the homepage. Click ‘Go’ to see the search results. Select a hotel from the list, choose your desired room type and rate, and click ‘Book Now’. You will then be taken to a ‘Complete Booking’ page where you need to fill in your personal details and payment information. Finally, press the ‘Place Booking’ button to complete your reservation.How do I confirm my reservation?
After making a reservation, you will receive a reservation number and possibly a confirmation number via email within 24 hours. You can view your reservation by signing into your Hotels.com profile and clicking on ‘Bookings’. If there are any issues or special requests, an agent will contact you. Typically, most hotel reservations are confirmed in real time, but in some cases, you might receive an email without a confirmation number, which will be sent later once it is available from the property.What is Hotel Pay, and how does it work?
Hotel Pay allows you to secure a hotel room for your selected dates and pay later at the hotel. However, a credit card is still required to validate and secure your booking, though you won’t be charged at the time of booking. Only select hotels offer this option, which is clearly labeled on the search and property pages. When booking, make sure to select a room rate that offers the Hotel Pay option and choose ‘Pay later’.How do I access Member Exclusive Rates?
Member exclusive rates are available only to users with a Hotels.com account. You can create an account or log in to access these rates. These rates can change and end at any time, and not all properties offer member discounts. Properties with current member discounts are clearly labeled on the site.Can I cancel or modify my reservation?
Yes, you can cancel or modify your reservation, but the policies vary depending on the hotel and the type of booking you made. Check the ‘Options’ column when selecting your room to see the cancellation and prepayment policies. If you need to cancel or modify, log into your Hotels.com account, go to ‘Bookings’, and follow the instructions. You can also contact Hotels.com customer service for assistance.What is the Price Guarantee offered by Hotels.com?
Hotels.com offers a best price guarantee. If you find a cheaper, publicly available rate on another site after you’ve made your reservation, Hotels.com will refund the difference. You can submit a price-match request until 11:59 PM the day before check-in. This guarantee applies only to rates available to the general public and excludes loyalty members-only rates, AAA or AARP rates, and opaque booking rates.How do I book vacation packages on Hotels.com?
To book vacation packages, click the “Menu” text on the homepage, then select the link for packages and flights. Enter your origin and destination, departure and return dates, the number of people traveling, and the number of rooms. You can sort and filter the results by various criteria such as price, guest rating, or distance from downtown. Select your hotel and flights, review the details, and then click “Book Now” to complete your booking.What if I have special requests or need additional information about my booking?
If you have special requests or need additional information about your booking, you can contact Hotels.com customer service. They will process your request and ensure it is communicated to the hotel. You can also include your reservation number in any correspondence to expedite the process.How do I view and manage my bookings on Hotels.com?
You can view and manage your bookings by signing into your Hotels.com profile and clicking on ‘Bookings’. Here, you can see the status of your reservation, make changes if allowed by the hotel’s policies, or contact customer service for assistance.Can I book activities and tours through Hotels.com?
Yes, Hotels.com offers a portal where you can book activities, tours, and purchase admission tickets. You can find these options by navigating to the “Flights and Packages” area and then clicking on “Activities”.What if I encounter issues with my booking or customer service?
If you encounter any issues with your booking or need assistance, you can contact Hotels.com customer service. They are available to help with any enquiries or problems you might have. However, it’s worth noting that some customers have reported dissatisfaction with customer service in the past. Hotels.com - Conclusion and Recommendation
Final Assessment of AI-Driven Travel Tools
To provide a final assessment of the AI-driven travel tools, specifically focusing on Booking.com (not Hotels.com, as the provided sources pertain to Booking.com), here are some key points and recommendations:
Key Features and Benefits
Booking.com has recently enhanced its AI trip planner with several significant features. These include the ability to perform property searches, ask property-specific questions, and use a Smart Filter tool to automatically apply relevant filters based on user preferences. For instance, users can search for “Hotels in Amsterdam with a great gym, a rooftop bar, and canal views from the room,” and the AI will filter the results accordingly.
User Experience
The AI tool can handle general searches and property-specific queries, although it may struggle with accuracy in complex queries. For example, while it can suggest hotels based on certain criteria, it might not always confirm specific details about each property accurately.
Future Developments
Booking.com plans to expand the AI tool’s availability, introduce AI-generated review summaries to provide key insights about properties, and enhance trip management capabilities, such as helping travelers deal with flight disruptions.
Target Audience
This tool would benefit most travelers who value efficiency and personalized recommendations in their travel planning. Specifically, it is useful for:
- Travelers looking to quickly find properties that match their specific needs and preferences.
- Those who want to read concise review summaries without having to browse through numerous reviews.
- Travelers who need assistance in managing their trips, including handling disruptions like flight cancellations.
Recommendations
For individuals seeking to streamline their travel planning, Booking.com’s AI trip planner is a valuable tool. Here are some recommendations:
- Use the Smart Filter: This feature can save a significant amount of time by automatically applying filters based on your preferences.
- Ask Specific Questions: While the AI may not always be accurate with complex queries, it can still provide useful information about specific properties.
- Keep an Eye on Future Updates: As Booking.com continues to enhance its AI features, users can expect more comprehensive and accurate travel planning assistance.
Limitations
While the tool is promising, it is important to note that it still has some limitations, particularly with handling complex queries accurately. Users should verify the details provided by the AI to ensure they align with their original search criteria.
In summary, Booking.com’s AI trip planner is a useful tool for travelers seeking efficient and personalized travel planning solutions. While it has its limitations, it offers significant benefits and is set to become even more powerful with future updates.