Hotels.com phone number and hours

Hotels.com customer service can be reached at 1-800-246-8357 from the United States. The line is open seven days a week, 24 hours a day. This number handles booking questions, cancellations, changes to existing reservations, and account issues.

If you are calling from outside the United States, Hotels.com operates regional phone lines. The number you use depends on which country you booked from or where you are located. You can find your country-specific number by visiting Hotels.com, signing into your account, and looking for the "Contact Us" link at the bottom of the page.

Wait times vary by time of day and season. Calling early in the morning (before 9 a.m. Eastern time) or late evening typically means shorter hold times than calling during midday or peak travel seasons like summer and holidays.

Key Takeaways

  • The main Hotels.com phone number in the United States is 1-800-246-8357, available 24 hours daily.
  • International callers should find their country-specific number on the Hotels.com website under "Contact Us" rather than using the U.S. number.
  • You will need your booking confirmation number or email address when you call, so have it ready before dialing.
  • Hotels.com also offers live chat and email support through your account, which may have shorter wait times than phone during busy periods.

What to have ready before you call

Before dialing, gather your booking confirmation number. This is the code Hotels.com sent you in your confirmation email — it usually starts with letters and contains numbers. Having this number lets the agent pull up your reservation when ready instead of searching by name and dates.

If you do not have your confirmation number, have the email address you used to book ready instead. You should also know the hotel name, check-in date, and the last name on the reservation. If your call is about a problem with a charge or refund, have your credit card or bank statement available so you can reference the transaction.

Write down what you need before calling. A specific question — "I need to change my check-in date from March 15 to March 17" — gets resolved faster than a general question like "I have a problem with my booking."

What Hotels.com phone support can and cannot do

Hotels.com customer service can modify your reservation (change dates, add or remove rooms, update guest names), cancel your booking, process refunds according to the cancellation policy you agreed to, answer questions about charges on your account, and help you recover a lost password or access your account.

Hotels.com cannot contact the hotel directly on your behalf, though they can note requests in your reservation that the hotel may see. They cannot override a hotel's cancellation policy or may provide a refund outside the terms you agreed to when you booked. If your issue involves a problem at the hotel itself — a dirty room, missing amenities, or poor service — the agent will document it but the resolution depends on the hotel's own policies and willingness to compensate.

For issues that require the hotel's involvement, such as a late checkout request or a special occasion note, ask the agent to add it to your reservation. The hotel is not required to honor it, but they will see it when you check in.

Alternative ways to contact Hotels.com

Hotels.com offers live chat through your account on their website and mobile app. To access it, sign in, go to your bookings, select the reservation you need help with, and look for a "Contact Us" or chat icon. Live chat is often faster than phone during peak hours because you do not wait in a queue — you type your question and an agent responds when available.

Email support is also available through the same "Contact Us" section. Email is slowest — responses typically take 24 to 48 hours — but it works well for complex issues where you need time to gather documents or for non-urgent questions like asking about a charge that appeared weeks ago.

The Hotels.com mobile app includes a dedicated help section with answers to common questions about cancellations, refunds, and how to modify bookings. Many issues can be resolved without calling by using the app's built-in tools to change dates or cancel directly.

When phone support may not be the fastest option

If you need to make a straightforward change like updating your check-in time or adding a late checkout request, the Hotels.com app or website often lets you do this yourself without calling. Log into your account, find your booking, and look for an "Edit" or "Modify" button. Changes you make yourself take effect when ready.

If you are calling to ask whether a hotel offers a particular amenity or to confirm a detail about the room, calling the hotel directly may be faster than calling Hotels.com. Hotels.com can tell you what was listed when you booked, but the hotel can confirm current availability and answer specific questions about their property.

During major holidays (Thanksgiving, Christmas, New Year's) and peak summer travel season, phone wait times can exceed 30 minutes. If your issue is not urgent, using live chat or email during these periods will likely get you a response faster than waiting on hold.

Understanding cancellation policies before you call

Hotels.com bookings fall into two main categories: refundable and non-refundable. Refundable bookings let you cancel up to a certain date (usually 24 to 72 hours before check-in) and receive your money back. Non-refundable bookings cannot be cancelled for a refund under any circumstances — if you cancel, you lose the money.

When you call to cancel, the agent will tell you whether your booking is refundable and, if it is, what the important date is. If you are past the cancellation important date, the agent cannot override it. If you booked a non-refundable rate, the agent cannot refund it either, though they can cancel your reservation so you do not show up and the hotel does not charge you a no-show fee.

Some hotels offer free cancellation up to a certain date even on non-refundable rates — this is a hotel policy, not a Hotels.com policy. The agent can check whether your specific hotel offers this by looking at your reservation details.

Frequently Asked Questions

Will Hotels.com charge me for calling customer service?

No. The 1-800 number is toll-free from anywhere in the United States. If you are calling from a mobile phone, the call counts against your plan's minutes, but Hotels.com does not charge a separate fee. International callers should check their phone plan, as calling a U.S. number from abroad may incur international rates.

How long will I wait on hold?

Wait times range from a few minutes to 30 minutes or more depending on the time of day and season. There is no way to know your wait time before calling. If you have been on hold for more than 20 minutes, you can hang up and try live chat or email instead without losing your place in the queue.

Can I get a refund if I booked a non-refundable rate?

Non-refundable rates cannot be refunded by Hotels.com or the hotel. The agent will confirm this when you call. If you have a legitimate complaint about the hotel itself — such as the room being unavailable or significantly different from what was advertised — the hotel may offer a refund or credit, but this is at their discretion, not may provide.

What if I need to cancel but it is after the cancellation important date?

If your booking is refundable but you are past the important date, the agent cannot refund it. However, you can still cancel your reservation to avoid a no-show charge. Some hotels will consider a refund request if you contact them directly after cancelling, but this is not may provide and depends on the hotel's policy.

Can Hotels.com help if I have a problem at the hotel?

Hotels.com can document complaints about your stay and pass them to the hotel, but they cannot force the hotel to compensate you. Contact the hotel directly while you are still there or when ready after checkout to report the problem. If the hotel does not respond, you can call Hotels.com to file a formal complaint, which may result in a credit to your account depending on the situation.