Welcome to Customer Care
Need immediate assistance? Call 866-763-1907
Frequently Asked Questions
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How do I write a guest review about a hotel?
Your review matters! We value your comments about your experience, and so do your fellow hotels.com travelers. If you've booked your hotel through hotels.com and completed your stay, you can use the Post a Review form in the Customer Care section to access your survey. You will need to know your booking number, which can be found on your confirmation email or by signing in to your account and viewing your reservation. If you can't find your booking number, please call us at 800-3-HOTELS. One of our agents can help you anytime, 24-hours a day.
Where do I find the guest reviews written by other hotels.com guests?
Every property detail page has a Guest Review tab. This tab contains all the individual reviews for that property written by hotels.com guests.
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New Booking
I want to book for a large group. What do I do?
Our Groups department would be glad to help you when booking 9 or more rooms.
What credit cards do you accept?
Hotels.com accepts MasterCard, Visa, American Express, Diners Club and Discover credit cards.
What is the Price Match Guarantee?
Prepaid hotel and vacation rental reservations booked through hotels.com® are guaranteed to be the lowest rate you can find. If there is a lower rate publicly available for the same dates and the same hotel or vacation rental and room category, you must contact us prior to the property's cancellation deadline. Deadlines vary by property and travel dates. Please refer to your booking confirmation for the applicable deadline. Bookings that cannot be cancelled are not subject to this guarantee. If your booking qualifies for this guarantee, we will either, at our option, refund the difference or cancel the reservation without penalty. To know if a hotel is covered by the Price Match Guarantee, look for the green Price Match Guarantee label directly under the hotel's room rate, or call us anytime at 800-3-HOTELS.
Can I reserve more than one room at a time?
Yes. You can book up to 8 rooms in a single transaction. For group reservations of 9 or more rooms, you can submit a Group Hotel Request or contact a group travel specialist at 800-3-HOTELS.
How do I make a reservation for someone else?
Contact one of our hotel experts at or follow these easy steps to book online:
- Choose a property, providing check-in and check-out dates.
- From the property detail page, click the "Book Now" button. This will take you to the first step of the reservation process.
- You have three options for booking on Step 1:
- If your guest has never booked with hotels.com, and you would like to create an account for that person, you may choose the first option.
- If your guest has booked with hotels.com, and you have their password and the email used to create that account, you may choose the second option.
- If your guest has never booked with hotels.com, and you want to book without creating an account, you should choose the third option.
Once you've made your selection, click "Next" to continue.
- On Step 2, enter the name of the guest checking into the property and a phone number for the guest while traveling. You will need to provide the guest's email address so they receive a copy of the itinerary. Click "Next" to continue.
- On Step 3, enter credit card and billing address information, making sure to accept the terms and conditions statement at the bottom of the page. Click "Book Reservation" to complete the reservation. Please note, a valid photo id and credit card are required at check-in, and certain age restrictions vary from property to property.
Changes or Cancellations
What does "Risk-Free Booking - No hotels.com Change and Cancel Fees" mean?
We have waived our change and cancellation fees for all bookings. Please note, you may still be subject to change and cancellation fees that the hotels and other properties impose and require us to pass on. Read about our Risk-Free Booking Program for complete details.
How do I modify or cancel my reservation?
The best way to modify or cancel your reservation is to call us at 800-3-HOTELS. Or you can modify or cancel your reservation online through the View Reservations feature.
How do I cancel a reservation online?
You can cancel your booked reservation by using the View Reservations feature.
- Look up the reservation using one of the following options:
- Click on View Reservations and enter the Traveler's last name along with the itinerary/booking number or credit card number used to book the reservation. Click "Go" to continue.
or
- If you're logged into the site, click My Account and select My Reservations.
- Both paths take you to the reservation listing. Find the reservation you would like to cancel and click the "Cancel" option associated with that reservation.
- You will be taken to a page that includes the details related to this reservation. If this is the correct reservation, select a reason for cancellation and then click "Confirm."
- This will take you to a page summarizing your cancellation request. To complete your cancellation, click "Confirm." A confirmation message appears. Your cancellation confirmation will be emailed to you.
If I change a reservation, will I still get the same rate?
Rates and availability are subject to change, so it is possible that the rate will be different from your original reservation. Because we are confident that we offer the best available rates, we extend our Price Match Guarantee to our customers.
Will I be charged a night's stay if I miss my reservation or arrive late?
You could be charged a penalty fee by the property depending on their cancellation policy. We recommend that you check the property's cancellation and late arrival policy. Read about our Risk-Free Booking Program for complete details. Please note: If you fail to notify the property about a late arrival, your reservation may be cancelled.
After Booking
How do I know my reservation is confirmed?
We will send you an email confirmation after you've completed your booking. You should receive the confirmation email within 15 minutes.
What should I do if I didn't receive a confirmation email after making my reservation?
You can verify your reservations online by using the View Reservations feature, or you can submit an email request to have your confirmation resent.
Check the Spam folder in your email to make sure your confirmation email was not blocked. You may need to add hotels.com to your "allowed" senders list to receive confirmation emails and information regarding future bookings.
How can I see a listing of reservations I have booked?
You can use the View Reservations feature to find these online or you can log in and view My Account.
How do I forward my reservation details to someone else?
You can always share your reservation details with someone else by forwarding them a copy of your confirmation email. If you do not have a copy of your confirmation, follow these steps to request an itinerary:
- Look up the reservation using one of the following options:
- Click on View Reservations and enter the Traveler's last name along with the itinerary/booking number or credit card number used to book the reservation. Click "Go" to continue.
or
- If you're logged into the site, click My Account and select My Reservations.
- Both paths take you to the reservation listing. Find the reservation you would like like to share and click the "View Details" option associated with that reservation.
- This will take you to a page that includes all of the details of your reservation. At the bottom of this page, enter the person's email address in the 'Email Address' field and click "Request Itinerary". Your itinerary will be sent upon completion of this request.
Please note: Room rates and certain billing information are included on your itinerary; however, hotels.com does not disclose the credit card number used to make a reservation.
Where can I find maps and driving directions to a hotel or property?
You can get driving directions to a reserved hotel or property by using the View Reservations feature. To find this information:
- Look up the reservation using one of the following options:
- Click on View Reservations and enter the Traveler's last name along with the itinerary/booking number or credit card number used to book the reservation. Click "Go" to continue.
or
- If you're logged into the site, click My Account and select "View All Reservations."
- Both paths take you to the reservation listing. Find the reservation you would like directions to and click the "View/Print Driving Directions" option from the reservation's detail page.
Please note: you may only access directions for a confirmed reservation.
What is your cancellation policy?
Our hotels.com® Risk-Free Booking Program explains our policy in detail.
Will my credit card be charged if I forget to cancel and don't stay in the room I reserved?
We do not charge any change or cancellation fees. However, if you do not cancel your reservation within the specified cancellation period, you may still be subject to change and cancellation fees which some properties impose and require us to pass on.
Cancellation policies do vary by property, so carefully check your confirmation email for details to avoid any unnecessary penalty charges to your credit card. Learn more about our No hotels.com® Change or Cancel fees policy.
What should I do if I have a question about a past reservation?
You have three options: look up the reservation, email us or call us.
How do I get a receipt for my hotel room?
We will send you a confirmation which also serves as your receipt. Upon check-out, you will receive a receipt from the hotel detailing any additional charges you might have incurred throughout your stay.
To get a copy of your hotels.com confirmation:
1. Click on View Reservations. " If you're logged into the site, just enter your password and click "Submit" to continue." If you're not logged into the site, enter the Traveler's last name along with the itinerary/booking number or credit card number used to book the reservation. Click "Go" to continue.
2. Both paths will take you to the reservation listing. Find the reservation you'd like the receipt for and click "View Details".
3. This will take you to a page that includes all of the details of your reservation. At the bottom of this page, enter your email address in the 'Email Address' field and click "Request Itinerary". Your itinerary will be resent upon completion of this request.
Do you offer any special discounts?
We offer great rates on hotel and vacation rental reservations. And we guarantee our rates will be the lowest you can find. Learn about our Price Match Guarantee before planning your next trip.
Be sure to look for special rates and discounts on in the Great Travel Deals section of our homepage, and be sure to check our Deals page for the hottest specials and last minute deals.
Payments & Fees
When will I be charged for my hotel reservation?
If you have reserved one of our Price Match Guarantee properties, we will charge you at the time of booking. For others, you will be expected to pay the property directly at the time of your stay.
What credit cards do you accept?
We accept MasterCard, Visa, American Express, Diners Club and Discover credit cards.
Is my credit card information secure?
We take the security and protection of your credit card information seriously. If you suspect that an unauthorized transaction on your credit or debit card came through hotels.com, you should contact your card-issuing bank or credit card company immediately to review the transaction. For more information, view our Privacy Statement.
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Program Overview
What is welcomerewards?
welcomerewards is an exciting new loyalty rewards program for hotels.com guests. Stay 10 nights at any of our partner properties priced at $40 or more, and get 1 free night at any partner property up to $400 in value. Any property, anytime, anywhere. welcomerewards is designed to be one of the speediest plans available. Since every stay counts, regardless of star rating, location, brand name or lodging type, members can benefit from rewards very quickly.
How do I sign up? Does it cost anything?
Joining is easy and free. If you already have a hotels.com account, just sign-in to your account and check the box on your account page that says "join welcomerewards". If you don't have a hotels.com account, you can either create an account when booking your next hotel (choose "create an account") or you can create a new account through customer care at any time.
When does the program start?
The program starts on July 10, 2008. Only bookings made on or after this date will qualify to earn points. Bookings made prior to July 10, 2008, will not be able to earn credit, even if the actual stay is after July 10, 2008.
Which properties participate in the program? What is a partner property?
Partner properties are properties that hotels.com has an agreement with to offer the lowest prices possible. Just look for the green "Price Match Guarantee" symbol next to a property to know if it is a partner. You will receive loyalty credit for these properties and will be guaranteed the lowest price.
Earning Rewards
How do I earn rewards?
Earning reward nights is simple. First, create an account and join welcomerewards. Then, sign in to your account before booking any partner property priced $40 or more at hotels.com, or tell a customer care agent that you are a member of the welcomerewards program when making a booking at 800-2-HOTELS. No need to remember your account number, you will just need your e-mail address. After you complete your stay, you will automatically earn 1 credit for every night you stayed. For every 10 credits you earn, you get 1 reward night free.
How can I check my account balance?
Sign in to your account or call 800-2-HOTELS to check your account balance.
Can I earn points on air travel? How about package bookings?
No. This is a lodging specific program and is valid on stand-alone hotel bookings only.
Will my credits expire?
You must either make a booking or redeem a reward once every 18 months to keep your account active. If you do not have activity in your account after 18 months, your account and all credits will expire.
How do I get credit for a missing stay?
Sorry, but we do not give missing credit for past days. Please remember to sign in to your account before making a booking to earn credit on that stay.
Can I earn credits for bookings made using a coupon code or promotion?
Bookings made using a coupon code are not eligible for welcomerewards credit, however bookings made using a special price - like our summer Gas Promotion or a 30% Off Spring Sale - will receive welcomerewards credits.
Are group bookings eligible for earning reward credit?
No, bookings made through our Group Travel Services are not eligible for reward credit.
Redeeming Rewards
Will properties know if I am using a reward night? Are they more likely to bump me if the hotel is full or treat me differently than a paid room?
No. Properties will not know if you are using a reward night for your stay and this should not impact service in any negative way. In the eyes of the hotel, it is not a free night - hotels.com is just picking up the tab.
What if I want to use my reward on a property that is more than $400, can I pay the difference?
No. The reward night cannot be used as a cash credit. Based on the nightly rates of the majority of the hotels we offer, and the current consumption patterns of our guests, we believe the $400 maximum will not be restrictive to our program members on the whole.
What happens if I need to cancel a reservation made using a reward night?
Reward nights follow the same cancelation rules as paid nights. If you cancel a reward night reservation within the property's cancelation window, then the welcomerewards credits will be returned to your account within 24 hours.
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I forgot my password. What do I do?
We can email you a link to reset your password.
How do I reset my password?
We can email you a link to reset your password.
Do I have to register to make a reservation?
No. You are not required to create an account to book a reservation with us.
How do I review or change my profile information?
There are two ways to access this information:
- If you're not logged into the site, click Sign In from the navigation options at the top of the page. A successful sign in will take you to the My Account page.
- If you are logged in, choose My Account from the navigation options at the top of the page.
Use the links on the My Account page to update your contact information or password, as well as view your reservations or favorites.
Can I change the email address I use to sign in?
Yes. First, you must be logged into the site. - If you are not logged into the site, Sign In. A successful sign in will take you to the My Account Summary page.
- If you are logged in, go to My Account to get to the My Account Summary page.
From the My Account Summary page, select the Account Settings link.
On the Account Settings page look for the "Sign In Information" section, enter your new email address, and hit the "Apply" button at the bottom of the page.
Your account email address will be updated when you submit this form.
How do I cancel my account or profile?
Call us. Our customer care agents are available to assist you 24 hours a day, 7 days a week at 800-3-HOTELS.
If I live outside the United States can I register with hotels.com?
Hotels.com also has the following country-specific sites: Hoteles, Hotéis, Hotels(es), Hotels(it), Hotels(no), Hotels(se), Hotels(dk), Hotels(uk), Hotels(de), Hotels(ie), and Hotels(fr). These sites allow bookings in non-US currencies.
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Security & Privacy
How will you protect my privacy and personal information?
Please read our detailed Privacy Statement and Fraud Prevention Policy for complete information.
How can I be sure that my credit card information is secure?
We take the security and protection of your credit card information seriously. If you suspect that an unauthorized transaction on your credit or debit card came through hotels.com, you should contact your card-issuing bank or credit card company immediately to review the transaction. For more information, view our Privacy Statement.
Will my email address be used by hotels.com for marketing purposes?
Please read our detailed Privacy Statement to understand what information we collect, how we use it and how we may share it.
Room Preferences and Requests
Can I indicate special room requests or preferences, such as connecting rooms, bed type, smoking type or early check-in?
For special room preferences, it's best to book by phone. Our hotel experts can ensure the hotel is notified of your special requests. Hotel experts are available 24 hours a day, 7 days a week to assist you in booking your reservations by phone. Contact us at 800-3-HOTELS.
I want to bring my pet. Will the hotel allow it?
Pet policies vary by property. You can filter your search results by selecting "Pets Allowed" from the Hotel Amenities option to see a list of some of the properties that allow pets.
I know where I want to stay, but the search results do not show the property I want. Why can't I find it?
There are several reasons this could happen:
- If we don't have rooms available for the dates you want, the hotel may not show up in you search. You may want to try your search again without dates.
- If you use the filters on the Search Results page to narrow your preferences, it's possible to filter that property out of the listing.
- Or you could be searching for a property where hotels.com does not have negotiated rates.
The best way to find a specific property is to filter by Hotel Name.
Passports & Visas
What documents do I need to go through airport security?
The Aviation Transportation and Security Act requires all US airports apply a thorough screening process. Security screening can include advanced detection systems and physical searches. Complete information on US airport security requirements can be found on the Transportation Security Administration website. International passport, visa, and security requirements vary by country. Learn more about foreign country entry requirements.
Where can I get answers about US and international passports?
Read about Passport Requirements.
Newsletter
How do I subscribe to the hotels.com newsletter?
Sign up now to see the great deals and special in our weekly newsletter.
What are the benefits of subscribing to the hotels.com newsletter?
Our newsletter gives you the latest information about our hottest deals, expert picks, promotions and sales.
Contact Information
How can I find contact information for individual hotels or other properties?
Contact us at 800-3-HOTELS if you need assistance obtaining the contact information for an individual hotel or property.
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How do I book a hotel room that meets my accessibility needs?
How do I book a hotel room that meets my accessibility needs?
To help meet your specific accessibility needs, Hotels.com has introduced new search tools that allow you to filter your search results and display only those hotels that have told us they can accommodate specific needs. To use this search feature:
First, enter your destination and the dates you plan to travel.
Secondly, click Search. The hotel search results page opens.
Then, on the Hotel preferences section at the top of the page, select the drop down menu labeled Hotel Amenities.
That list of hotel amenities will display the following accessibility options:
a) Accessibility equipment for the deaf. This includes TTY for telephone, visual or flashing fire alarm and vibrating alarm clock
b) Rooms with accessible bathrooms. This includes hand-held shower, grab bars at the tub, grab bars at the toilet and raised toilet
c) Accessible paths of travel. This means the property has a path that is either flat or ramped, at least 36 inches wide, to and from the parking lot (if any) to the front desk and from the front desk to some or all of the guest rooms
d) Accessible for the blind. This means the property has Braille or raised signage and a vibrating alarm clock is available upon request
e) Handicap parking spaces
f) In-room accessibility. This means the property has: an accessible path from the room entrance to the window, an accessible path from the room entrance to at least one side of the bed, an accessible path from the room entrance to the toilet, accessible hardware and minimal resistance to open the door, accessible temperature controls and accessible window coverings
g) Roll-in shower
Based on the options listed above, please select those which apply to your specific needs.
Finally, click Update Search. The hotels shown for your destination are filtered to include only hotels that offer the accessibility options you selected.
Hotels.com cannot guarantee that a room with your requested options will be available. After you book your reservation, Hotels.com will contact the hotel. If the hotel assures Hotels.com that it can accommodate your accessibility request, you will receive an email from Hotels.com confirming the reservation. If the hotel is unable to accommodate your request, Hotels.com will contact you by telephone or email and attempt to locate a room at an equivalent hotel and at an equivalent rate that meets your needs. If applicable, you will be charged any difference in rates. If Hotels.com is unable to locate alternative accommodations that are acceptable to you, we will refund your original purchase price.
