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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?
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?
Due to COVID-19, most refunds for flights, including when they’re part of a package, are issued within 12 weeks. Some refunds could take a bit longer, depending on the airline. 
Refunds for hotel, car, or activity including when they’re part of a package, are processed within our normal timeframe, 24 hours from the cancellation request. Keep in mind, your bank or payment service determines when the funds become available in your account.
Due to COVID-19, most flight refunds are issued within 12 weeks. Some refunds could take a bit longer, depending on the airline.
Refunds for hotel, car, or activity are processed within our normal timeframe, 24 hours from the cancellation request. Keep in mind, your bank or payment service determines when the funds become available in your account.
When will I receive my voucher?
We’ll issue your voucher within 2 days.
What happens to my Hotels.com® Rewards membership under the current circumstances?
We want to offer you the flexibility to make the most of your collected stamps and unused reward nights. So, if you have stamps or reward* nights expiring from April 1st, 2020 we’ll extend the expiry date until December 31st, 2021.
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 February 1st, 2021 and January 31st, 2022, we will extend your membership status for another year. You’ll see your new tier expiry date updated by the time of your next renewal. 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.