Hotels.com is an online travel agency owned by Expedia Group. It books hotel rooms and other lodging in the United States and internationally and operates the One Key loyalty program jointly with Expedia and Vrbo. Hotels.com was founded in 1991 as Hotel Reservations Network and acquired by Expedia in 2001.
estimated 1 to 30 minutes; average hold time has been reported around 5 to 6 minutes.Availability: 24 hours a day, 7 days a week.
Email support
1 to 5 business days.
Live chat support
Initial responses come from an automated assistant, usually within seconds; transfer to a human agent typically takes a few minutes during normal volume but can be longer at peak travel times. Availability: 24 hours a day, 7 days a week.
Social media
Hotels.com is active on Instagram, Facebook, and X, but responses are inconsistent.
Help center/FAQ
Hotels.com's help center/FAQ provides quick answers to common questions regarding bookings, cancellations, refunds, One Key rewards, account management, payment, and accessibility.
Sign in to Hotels.com and open My trips to see every upcoming, current, and past reservation tied to your account. From there you can view your itinerary, contact the property, and access change or cancellation options for each booking. If a reservation does not appear, you may have booked as a guest — search your email for the Hotels.com confirmation, then use the confirmation number on the help center to look it up.
Hotels.com customer service policies
Hotels.com’sprivacy statement describes how Hotels.com and parent Expedia Group collect, use, and share personal information, including bookings, payment data, device identifiers, and location signals. The notice explains marketing communications, cookie and tracking technologies, cross-border transfers, retention timeframes, and the rights customers have to access, correct, or delete their data, as well as how to contact a regional privacy officer.
Refunds are returned to the original payment method by the party that processed it. Hotels.com's service fees are nonrefundable unless the booking terms say otherwise. If you want to know more, visit its Terms of Service page.
You will typically need to provide identification, such as a valid passport or ID card, and a credit card for incidentals. Specific requirements may vary depending on the hotel's policies.
Hotels.com uses One Key, the Expedia Group loyalty program shared with Expedia and Vrbo. Members earn OneKeyCash on eligible bookings and can redeem it across all three brands. Enrollment is free on the Hotels.com website. The 'stay 10 nights, get 1 free' Hotels.com Rewards program was retired in the United States in 2023
In July 2023, Expedia Group replaced Hotels.com Rewards with One Key, a single program shared by Expedia, Hotels.com, and Vrbo. Members earn OneKeyCash (typically 2% of the eligible booking) instead of stamps toward a free night. Existing Hotels.com Rewards balances were converted to OneKeyCash at launch. OneKeyCash can be redeemed on bookings across the three brands. Many former users have reported lower effective value than the prior program. See the One Key terms for the current earning and redemption rules.
Document the problem at the property (photos, a written statement from front desk if available), then contact Hotels.com immediately by phone or live chat to request rebooking and a refund. If Hotels.com cannot rehouse you, ask the agent to issue a "service recovery" credit and email confirmation of the conversation. If the refund is denied or delayed beyond 30 days, escalate via the executive contacts above or dispute the charge with your credit card issuer.
Hotels.com states that refunds are issued by the party that processed the original payment and can take up to 30 days to reach your account. Customers have reported significantly longer waits in some cases. If 30 days have passed, contact Hotels.com with your booking number for a status update, request the refund in writing, and consider a credit card chargeback if no resolution follows.
Ask the agent directly for a supervisor or for a case to be sent to "Customer Relations" or "Global Escalations." If the issue still does not resolve, email the executive contacts on this page in order — primary, then secondary, then the chief executive. Keep messages short, factual, and include your booking number and a clear request. Avoid resending identical messages within a 48-hour window.
Hotels.com offers a Price Guarantee on eligible refundable bookings where you find a lower price for the same room, same dates, and same cancellation terms on another website, and submit a claim before midnight the day before check-in. The lower price must be publicly available and bookable. Exclusions include member-only rates, package deals, and prices in different currencies. Submit the claim through the help center.
Compare your Hotels.com confirmation, the property’s folio at checkout, and your credit card statement. If the property charged you for a room you already prepaid through Hotels.com, ask the property for a refund first. If they refuse, send Hotels.com a written request with all three documents and your booking number. If Hotels.com declines or stalls, file a credit card chargeback citing duplicate billing. Elliott Advocacy has resolved several cases of this type.
Hotels.com displays mandatory property fees on the rate details page where the property reports them, but some fees are collected at the property and not always disclosed in advance. If you were charged a fee not visible on your confirmation, request a refund of that specific fee from Hotels.com with a copy of your booking and the property folio. Resolution depends on the property’s policy and Hotels.com’s ability to recover the charge from the hotel.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published February 2, 2024. Updated June 23, 2026.
