Hotels.com

Hotels.com is an online travel agency owned by Expedia Group. It books hotels and other lodging worldwide.

Telephone
Customer Service : (877) 903-0071
Mailing address
1111 Expedia Group Way W
Seattle, WA 98119
Website
hotels.com

What you need to know about Hotels.com

Hotels.com customer service is inconsistent in terms of response times and resolution. Hotels.com refunded $407 in extra fees a Europcar counter charged on a prepaid one-way rental only after a few rounds of back-and-forth with our advocates. When a Montana property became unreachable and the reservation fell through, Hotels.com still charged this customer $169 until we stepped in. This couple checked out of a London room that was much smaller than advertised, and Hotels.com offered only $100 in OneKeyCash before it agreed to a full refund. Another customer waited years for a $1,632 refund from the early days of the pandemic. Earlier, a couple was left waiting in the rain for their room, and the company failed to tell this customer she needed a visa for a hotel it listed near the Hong Kong airport.

How to resolve a problem with Hotels.com

Try self-service first

Use our proven resolution methods, or Hotels.com’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

How fast does Hotels.com respond?

Phone support

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.

Verified contacts

Hotels.com customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
David McAughan
Vice President
Secondary
Fiona Jarrold
Senior Director, Global Operations
Chief Executive
Ariane Gorin
Chief Executive Officer, Expedia Group

Hotels.com customer service policies

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.

Hotels.com loyalty program

Hotels.com's loyalty program is One Key, which Expedia Group launched in July 2023 to replace Hotels.com Rewards in the United States. One Key is shared with Expedia and Vrbo, and membership is free with a Hotels.com account. Members earn OneKeyCash on eligible hotel, vacation rental and car rental bookings, and $1 in OneKeyCash is worth $1 toward eligible bookings on any of the three brands. Members move up from Blue to Silver, Gold and Platinum by collecting trip elements, one for each hotel night or car rental day. Silver starts at five trip elements, Gold at 15 and Platinum at 30. Higher tiers get bigger Member Prices discounts and earn more OneKeyCash at VIP Access properties. OneKeyCash earned on bookings won't expire as long as you make an eligible booking at least once every 18 months. Hotels.com has changed its earning rates several times, so check the One Key terms and conditions before you book.

Frequently asked questions about Hotels.com

Not in the traditional sense. Hotels.com's Contact us page offers 24/7 help by phone or by chat with a virtual agent that can transfer you to a human. You can also manage most bookings yourself in Trips.
Hotels.com offers customer service 24/7.
Reservations can be made online through the Hotels.com website or mobile app.
Yes. Go to Trips, select the booking, choose Change or cancel and follow the instructions, as Hotels.com explains in its cancel your stay help article. If the booking can't be changed online, contact Hotels.com by phone or chat through its Contact us page. Alternatively, you can call (877) 903-0071.
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 (the rate depends on your tier and the property) 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's terms say refunds go back to your original payment method and are made by the party that took your payment. When Hotels.com took the payment by card, it says it credits the card within 24 hours, then your bank may take up to 7 days to post the credit and up to two billing cycles for it to show on your statement. Gift card refunds come back as a new gift card within 4 hours. Customers have reported significantly longer waits in some cases, especially when the property took the payment. If more than 7 days have passed, check with your bank, then contact Hotels.com with your booking number, 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.
Yes, but only for One Key members who joined before Oct. 31, 2025. If you find a lower price for the same accommodation at the same property on the same dates, you can submit a claim up until the day before check-in. If the cheaper price is on Hotels.com and your booking is refundable, Hotels.com will rebook you at the lower price and refund the original booking. Otherwise, it pays the difference in OneKeyCash, not cash. Claims made on the day of check-in, package bookings, blind bookings and other sites' loyalty-member rates are not eligible, but Hotels.com Member Prices are. Submit a claim on the Price Guarantee page.
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.

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