The main Hotels.com customer service number and what it covers

Hotels.com operates a customer service line at 1-800-246-8357 in the United States. This number handles reservations, changes to existing bookings, cancellations, refunds, and general account questions. The line is staffed during business hours, typically 6 a.m. to midnight Eastern Time, seven days a week.

When you call, you will reach a representative who can look up your reservation using your confirmation number or the email address tied to your account. Have both pieces of information ready — the call moves faster when the agent can pull up your booking when ready. If you are calling about a reservation made through a partner site or a third-party booking engine, the agent may need to transfer you or direct you to that site's support line instead.

The same number handles both new reservations and changes to bookings you have already made. If you want to modify check-in dates, add a room, change the number of guests, or request a different property altogether, this is the line to call. Cancellations also go through this number, though you can often cancel online through your Hotels.com account faster than waiting on hold.

Key Takeaways

  • Hotels.com customer service in the United States is 1-800-246-8357, open 6 a.m. to midnight Eastern Time daily.
  • Have your confirmation number and account email ready before calling so the agent can locate your reservation quickly.
  • The same number handles new bookings, changes to existing reservations, and cancellations.
  • If you booked through a partner site or third-party platform, the agent may direct you to that company's support line instead.
  • Many changes and cancellations can be completed faster through your Hotels.com account online than by phone.

When to call versus handling it online

Hotels.com lets you cancel most reservations, change dates, and modify room details directly through your account on their website or mobile app. If your change is straightforward — moving your dates by a few days, reducing the number of rooms, or canceling outright — logging in and making the change yourself usually takes two minutes and avoids a phone queue.

Call the customer service number when you need to make a change that the online system will not allow, when you have a question about a charge or refund, or when you want to discuss a special request with a live person. Some hotels require phone contact to arrange late check-in, pet accommodations, or room location preferences, and an agent can relay those requests on your behalf. If you are disputing a charge or believe you were overcharged, a phone call creates a record of the conversation and lets you explain the situation directly.

You should also call if you booked a non-refundable rate and circumstances have changed. While Hotels.com cannot override a non-refundable booking, an agent can sometimes discuss options or connect you with the hotel directly to negotiate. Calling gives you a better chance than email, because the agent can make notes on your account that the hotel may see.

International phone numbers and alternative contact methods

If you are calling from outside the United States, Hotels.com maintains separate customer service lines for different regions. The United Kingdom number is 0800-040-0040, Canada is 1-800-246-8357 (the same as the U.S.), and Australia is 1-800-050-090. For other countries, the Hotels.com website lists a local number or a collect-call option in the "Contact Us" section of your account.

Email support is available through your Hotels.com account. Log in, go to "Help" or "Contact Us," and submit a message describing your issue. Email typically takes 24 to 48 hours for a response, so use it for non-urgent questions or when you want a written record of the exchange. Live chat is sometimes available through the website during peak hours, though availability varies by region and time of day.

The Hotels.com mobile app also includes a "Help" or "Support" section that can connect you to phone support or let you message the team directly. Some users find the app faster than the website for reaching support, because it can automatically include your account details in the request.

What to have ready before you call

Gather these details before dialing so the call stays short and the agent can help you when ready. Your confirmation number appears in your booking confirmation email and in your Hotels.com account under "My Reservations." The email address you used to create your Hotels.com account is also essential, because the agent uses it to pull up your profile and all your bookings.

If you are calling about a specific charge or refund, have the charge amount and the date it appeared on your statement ready. If you are modifying a reservation, know the new dates or details you want. If the hotel has already contacted you about your stay, have that email or message available — it often contains information the agent will need.

Write down the main issue you are calling about in one or two sentences. When you reach the agent, lead with that instead of a long explanation. Agents handle dozens of calls daily and move faster when you are direct: "I need to change my check-in date from March 15 to March 20" is clearer than a story about why the date changed.

Wait times and best times to call

Hotels.com phone lines are busiest during mid-morning and early evening hours, especially on weekdays. If you can call between 9 p.m. and midnight Eastern Time or before 7 a.m., you will usually reach someone faster. Mondays and Fridays tend to be heavier than mid-week days, so Tuesday through Thursday afternoons often have shorter queues.

During peak travel seasons — summer, winter holidays, and spring break — all times are busier. If you are calling during those periods, expect longer waits no matter when you call. In those cases, email or the mobile app may be faster, even though the response takes longer, because you avoid sitting on hold.

The system will tell you the estimated wait time when you call. If it says more than 15 minutes, you can hang up and try again later, or you can ask to receive a callback instead of holding. The callback option lets you stay off the phone and receive a call when an agent is available — this feature is not always offered, but it is worth asking about if the wait is long.

Common issues and what the agent can and cannot do

Hotels.com agents can modify your reservation, cancel it, process refunds for cancellations within the refund window, answer questions about your account, and relay special requests to the hotel. They can also look up your booking history, explain charges on your bill, and help you reset a forgotten password.

Agents cannot override a non-refundable rate or force a refund outside the terms you agreed to when you booked. They cannot negotiate the hotel's room rate or add amenities that were not part of your original reservation — though they can ask the hotel to consider your request. If you have a complaint about the hotel itself — dirty room, rude staff, missing amenities — the agent can document it and pass it to the hotel's management, but Hotels.com does not issue refunds for hotel quality issues unless the room was genuinely uninhabitable.

If your issue involves fraud, a charge you did not authorize, or a booking you did not make, tell the agent when ready. They will escalate the case and may freeze your account while they investigate. These calls sometimes take longer, but they create an official record that protects you.

Frequently Asked Questions

Can I get a refund if I call instead of canceling online?

No — the refund policy is the same whether you cancel by phone or online. If your reservation is refundable and you are within the cancellation window, you get the refund either way. If it is non-refundable, calling will not change that, though an agent can explain the policy or discuss whether the hotel might make an exception.

What if I booked through a travel agent or another website?

If you booked through a third-party site like Expedia, Kayak, or a travel agent, Hotels.com customer service may not be able to modify or cancel your reservation. The agent will tell you to contact the site where you booked instead. Have your confirmation number from that site ready when you call them.

How long does it take to process a cancellation refund?

Refunds typically appear in your original payment method within 5 to 10 business days after cancellation, though some banks take longer to post the credit. If you do not see it after two weeks, call back with your cancellation confirmation number and the agent can check the status.

Can the agent help me if I forgot my password?

Yes. The agent can verify your identity using your email and other account details, then help you reset your password or send you a reset link. It is usually faster to use the "Forgot Password" link on the Hotels.com login page, but calling works if that is not working for you.

What should I do if I see a charge I do not recognize?

Call the number when ready with the charge amount and date. Have your confirmation number ready. The agent will look up the charge and explain what it is for — sometimes it is a separate charge from the hotel itself, a tax that was added later, or a hold that has since been released. If it is truly unauthorized, the agent will start a dispute investigation.