Hotels.com is an online travel agency that specializes in booking accommodations. It is part of the Expedia group.
Hotels.com Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List.
What you need to know about Hotels.com
Customer service experiences with Hotels.com is mostly negative. Most users report slow, unhelpful responses.
- Hotels.com’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Hotels.com with our insider guide or through our executive contacts.
- Hotels.com’s customer service policies are standard. Here are our frequently asked questions about Hotels.com.
We get several complaints about Hotels.com. Hotels.com promised this customer a refund years ago and still has not delivered on its promise; the same happened with this customer. This family arrived on time for check-in, but the company left them outside in the rain while preparing their room. Additionally, the company provided false information for this customer. This customer received a smaller room than what was promised.
Hotels.com’s customer service response times
Hotels.com’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
Live chat
- Response time: Hotels.com’s live chat support is operated by a bot, so you can expect an answer immediately.
- Availability: Live chat is available 24/7.
Phone support (877) 903-0071
- Response time: Consumers report it is difficult to contact Hotels.com by phone. They also report that when they do get through, Hotels.com hangs up sometimes.
- Phone number: Customers can contact Hotels.com at (877) 903-0071.
Social media
- Response time: Hotels.com is on social media platforms like Instagram, Facebook, and Twitter. Hotels.com answers sometimes.
How to resolve a problem with Hotels.com
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Hotels.com mailing address
5400 LBJ Freeway
Suite 500
Dallas, TX 75240
Hotels.com loyalty program
Hotels.com is part of the Expedia group and uses the same loyalty program, One Key. Program benefits include saving on hotels and flights. Plus, perks like free room upgrades at VIP Access properties, Price Drop Protection on flight bookings, and other benefits as you move up the tiers.
Hotels.com social media channels
Hotels.com executive customer service contacts
Primary Contact
David McAughan
Vice President
1111 Expedia Group Way W
Seattle, WA 98119
damcaughan@expediagroup.com
Secondary Contact
Fiona Jarrold
Senior Director, Global Operations
1111 Expedia Group Way W
Seattle, WA 98119
fijarrold@expediagroup.com
Chief Executive
Ariane Gorin
1111 Expedia Group Way W
Seattle, WA 98119
argorin@expediagroup.com
Does Hotels.com have an online contact form?
Yes, you can find the online contact form here.
When can I contact Hotels.com customer service?
Hotels.com offers customer service 24/7.
How do I make a reservation with Hotels.com?
Reservations can be made online through the Hotels.com website or mobile app.
Can I modify or cancel my reservation through Hotels.com customer service?
Yes, fill out this form, and a Hotels.com representative will get back to you. Alternatively, you can call (877) 903-0071.
What is Hotels.com's policy for refunds or credits?
Any refunds will go back to your original payment method, issued by the party that processed your payment. Its fees are nonrefundable unless stated otherwise during booking. If you want to know more, visit its Terms of Service page.
Are there special accommodations available for guests with specific needs, and how can I arrange them?
Yes, Hotels.com offers a loyalty program called Hotels.com Rewards, which allows you to earn free nights for every 10 nights booked through the website. You can enroll in the program for free on the Hotels.com website.
What documentation do I need to provide upon check-in at a hotel booked through Hotels.com?
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.
Are there any loyalty programs or benefits for frequent Hotels.com users, and how can I enroll?
Yes, Hotels.com offers a loyalty program called Hotels.com Rewards, which allows you to earn free nights for every ten nights booked through the website. You can enroll in the program for free on the Hotels.com website.
How to get professional help with your Hotels.com problem
If you need help with Hotels.com, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
