COVID-19—Important message for customers with upcoming bookings
The entire travel industry is experiencing an unprecedented increase in service requests from customers due to the overwhelming impact of the novel coronavirus (COVID-19).
Please visit our Customer Service Portal which includes newly built online tools to help you change or cancel travel plans electronically yourself.
Here’s what you need to know:
- It’s great news that restrictions are starting to ease in some destinations and you’re able to travel again. We know there are still some places you’re unable to visit, but the situation is changing every day. That’s why we’re keeping a close eye on things to help you manage your stay.
- As everything starts to get back to normal, we will no longer email you COVID-19 updates if your booking is for a stay after July 1, 2020. If you’d like to change or cancel your booking, please go to “Your bookings” and select “View reservation”.
- For customers whose accommodation plans have already been impaired by COVID-19 and whose travel date has passed, we want to assure you that we are working to attend to your needs as well. We appreciate your patience.
- For customers who have booked a refundable rate, please visit our Customer Service Portal to change or cancel.
- For those looking to make a new booking, we strongly recommend choosing a rate that allows for free cancellation.
We thank you for your continued understanding. There’s nothing more important to us than you, our customers, remaining safe through this stressful time. All of us at Hotels.com value you and are grateful for your business.
How can I contact Hotels.com?
You can find all contact options here.
What is the Hotels.com cancellation and refund policy?
This will depend on the property you booked, when you booked it, and your stay dates:
- If you booked a stay with free cancellation that you need to cancel, you’ll be refunded the total amount that you paid to your original form of payment. See how to cancel below.
- If you’ve made a non-refundable booking and would like to change or cancel it;
- No cancellation fee will apply if your booking is in a destination that is considered inaccessible. In that case, we’ll offer you either a full refund or a hotel voucher to be used on our selection of hotels. However, you must cancel at least 24 hours before your arrival date.
- Standard cancellation policy will apply if the destination is considered open for travel and you have chosen to change or cancel your booking for other reasons.
How can I cancel my booking?
Please visit our Customer Service Portal to find all the information on how you can cancel your booking.
When will I receive my refund?
Please note that due to the unprecedented volume of travel disruptions, refunds may take up to 30 days to process.
When will I receive my voucher?
Please note that due to the unprecedented volume of travel disruptions, vouchers may take up to 30 days to be issued.
What happens to my Hotels.com® Rewards membership under the current circumstances?
We are extending expiry dates for members who have stamps or reward* nights that are due to expire between April and December 2020. We´ll provide more details of the extension period at a later date. For now, your Hotels.com Rewards account will still display the original expiry date.
We know that our Silver and Gold members´ travel plans may have been affected and this may impact their membership status upon renewal. Therefore, if your renewal date is between 1st February 2020 and 31st January 2021, we will extend your membership status for another year. That´s one less thing for you to worry about. Check your status – here.
How can I book future travel without hassle down the line?
To ensure the most flexibility for future travel, we recommend that you book a refundable room (look out for the badge to be sure) so you can, therefore, amend your booking when and as needed.
