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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 that includes newly built online tools to help you change or cancel travel plans electronically yourself.
Here’s what you need to know:
  • For customers who booked a non-refundable rate prior to 19 March 2020 for stays between 20 March 2020 and 30 June 2020, we will email you in the coming days to ask if you wish to keep or cancel your existing booking if you are eligible. If you decide to cancel, you will be eligible for a full refund or, in some cases, a voucher allowing you to rebook the original property at later dates. There is no need to call us, but you must cancel your booking at least 24 hours before check-in in order to be eligible for this offer.
  • For customers who booked a non-refundable rate for stays after 30 June 2020, with the situation continuing to evolve, we will continue to work with travel partners as necessary to implement flexible policies.
  • 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?
What is the Hotels.com cancellation and refund policy?
This will depend on the property you’ve booked, when you booked it and your stay dates:
  1. Your reservation is fully refundable because you booked a Free Cancellation rate. This means you will be able to get a refund to your original form of payment. See how to cancel below.
  2. Your reservation is non-refundable or a cancellation fee applies to your booking. This means one of four things:
  1. You will be eligible for a full refund. Due to COVID-19, for non-refundable rate bookings made before 19th March for stays between 20th March and 30th June will be entitled to a full refund, except where the property has opted to refund with a voucher or where travel has opened up again. You must cancel your booking at least 24 hours before check-in to be eligible. See how to cancel below.
  2. You will be eligible for a voucher equal to the full value of your original booking. Some properties have opted to refund with vouchers instead. For non-refundable rate bookings made at one of these properties before 19th March for stays between 23rd March and 30th June will instead be entitled to a voucher equal to the full value of their original booking, which can be used to book a future stay at the property they booked except where travel has opened up again. See how to cancel below.
  3. You are not eligible for a voucher or full refund: booking is for check-in before 30th June but is not eligible for a full refund or a voucher. You may still cancel your reservation, but standard cancellation policies will apply.
  4. For non-refundable stays after 30th June, we will continue to work with properties as necessary to implement flexible policies. Rest assured that we are doing our best to make this experience as easy and stress-free as possible for our customers, and will keep everyone updated with the latest information.
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.