Hotels.com Customer Service Contacts

Hotels.com’s privacy 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 depend on the rate booked and the property’s cancellation rules. Bookings flagged “Fully refundable” can be canceled in the Trips section by the deadline shown; non-refundable rates generally cannot be refunded once booked. Refunds are issued to the original payment method by the party that processed payment, and Hotels.com service fees are typically nonrefundable. Eligible One Key bookings may be refunded as OneKeyCash. Refund policies are restated in the terms of service. 

The terms of service set the rules for using hotels.com, including account responsibilities, accurate information, lawful and personal use only, prohibitions on fraudulent bookings and unauthorized access, third-party supplier terms for hotels and car rentals, dispute resolution provisions including an arbitration clause and class action waiver for U.S. users, and Hotels.com’s liability limits.

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. 

Open My trips on Hotels.com, select the booking, and choose “Change” or “Cancel.” Refund eligibility depends on the rate type and the property’s cancellation rules — fully refundable rates can be canceled by the deadline shown on the booking, while non-refundable rates generally cannot. If the option you need is not available online, contact Hotels.com customer service at (877) 903-0071 or start a chat through the Hotels.com help center. 

To request a refund, open My trips on Hotels.com, select the booking, and choose “Cancel” if the rate is refundable, or “Help with this booking” for a special exception (illness, property issue, or duplicate charge). Hotels.com issues refunds to the original payment method, and the company’s service fees are typically nonrefundable. For eligible One Key bookings, refunds may be returned as OneKeyCash. Submit the request through the Hotels.com help center if “Cancel” is not available. 

After Hotels.com confirms a refund, the credit usually arrives at the original payment method within 24 hours to 30 days, depending on the bank and the supplier. To check, sign in and open My trips — a refunded booking shows a “Refunded” status with the date. If 30 days have passed and the credit has not posted, contact Hotels.com at (877) 903-0071 or chat through the Hotels.com help center with your booking number. 

Create a free Hotels.com account at hotels.com/account/signup, or sign in at hotels.com/account/signin to update your email, password, payment methods, communication preferences, or stored travelers. Account management options are also reached from the Hotels.com help center. Closing an account or unsubscribing from marketing emails is handled through the same menu. 

Go to hotels.com/account/signin and select “Forgot password.” Hotels.com will email a reset link to the address on file. If you don’t receive the email within a few minutes, check your spam folder and confirm the email address tied to your account; if the address is no longer accessible, contact Hotels.com customer service at (877) 903-0071 to verify your identity and update your account. 

Hotels.com uses One Key, the joint loyalty program for Expedia, Hotels.com, and Vrbo. Membership is free — sign in to your Hotels.com account and you are enrolled automatically for eligible bookings. Members earn OneKeyCash on eligible bookings, which can be redeemed across all three brands. Status tiers (Blue, Silver, Gold, Platinum) advance based on annual booking activity. The full earning and redemption rules are in the One Key terms. 

Sign in to Hotels.com, choose an eligible hotel, and on the payment screen check the box to apply OneKeyCash; the discount is deducted from the total before payment. OneKeyCash can be combined with most rate types but not with some package or member-only deals. Your current balance is visible in your account dashboard and on the One Key terms page. 

After a completed stay, sign in to Hotels.com and open completed trips. Each eligible booking shows a “Write a review” option. Reviews are typically accepted up to a year after checkout and become visible after Hotels.com’s moderation review. 

Hotels.com offers a Price Guarantee on eligible refundable bookings when you find a lower public, bookable rate for the same room, dates, and cancellation terms on another website before midnight the day before check-in. Submit the claim through the Hotels.com help center with the booking number and the link or screenshot of the lower price. Member-only rates, package deals, and prices in a different currency are not eligible. 

On any Hotels.com search results page, open “Filters” and select “Pet-friendly” or, under accessibility, the specific features you need (roll-in shower, in-room accessibility, sign language). Always confirm the specifics directly with the property before booking, since amenity definitions vary. If the room you booked does not match what was promised, contact Hotels.com at (877) 903-0071 or through the Hotels.com help center. 

Submit an accessibility complaint through the Hotels.com help center by selecting “Accessibility” as the topic, or send it in writing to Hotels.com at 5400 LBJ Freeway, Suite 500, Dallas, TX 75240. Include your booking number, the property name, the dates of stay, and a clear description of the issue. Hotels.com is required to respond under U.S. accessibility laws and Expedia Group’s accessibility policy. 

Sign in to Hotels.com, open My trips, select the booking, and choose “View receipt” or “Email receipt.” A folio from the property itself (for incidentals or taxes paid on site) must be requested from the hotel directly at checkout.