Contact Hotels.com Customer Service

Contacting Hotels.com Customer Service Center

Hotels.com is an in-between person for travelers who want to book spectacular deals on hotel rooms and other vacation needs. The company started with just hotels, but now you can purchase complete vacation packages for a fraction of the normal price, according to marketing literature and television commercials. There are inevitably going to be bumps along the way when it comes to booking through Hotels.com and customer service is available to help customers make it through those bumps as best they can, however, contacting customer service does not mean you’ll save your vacation or your money.

to leave a comment about your customer service experience.

Contact Info:

Phone Contact Numbers

The toll free customer service number for Hotels.com is available 24/7. There is no mention of holiday hours, so we assume the company is also open on every major holiday.

Customer Service: 1-877-903-0071

Alternative Contact: 1-800-246-8357

Mailing Address

The mailing address for Hotels.com should not be used for communication that requires immediate account action. The time it takes for mail to be sorted and read could mean a huge difference in your situation.

Hotels.com, LP
10440 North Central Expressway
Ste. 400
Dallas, TX 75231

Official Website

Booking, customer service and account management is available on the official website at http://www.hotels.com. The main page of the site is designed for customers who want to search for travel accommodations, not access customer service. You can access the customer service page by clicking the Customer Service link at the top right of the main page.

Customer Service Email

There is a customer service contact page on the Hotels.com website. We found the link to the email page in the Privacy Policy, which we found interesting. You can access the email form at https://ssl.hotels.com/customer_care/email_us.html. Due to the time sensitive nature of some customer requests, Hotels.com suggests logging in to your account to manage reservations or contacting customer service by phone.

Our Experience

We tested the 1-800-2HOTELS phone number for customer satisfaction. We pressed 1 for English and 1 for no reservations. From there the automated response started asking detailed questions so we pressed 0 to move the call to a customer service agent. We were immediately placed on hold, but warned that customer service lines were extremely busy and wait times could be long. We only waited 30 seconds on hold before the agent answered our call. We asked if we needed a passport to travel to the Bahamas and the agent said yes.

1 Star2 Stars3 Stars4 Stars5 Stars (6 votes, average: 2.67 out of 5)
Loading...
Write A Review
21 Comments on “Contact Hotels.com Customer Service
  1. I am trying to send an e mail to customer service and your site does not allow it. I have been in the phone with one of your employees called Fred that left me more than 1 hour and 12 minutes waiting cause the booking confirmation 112057969226 was a fraud, the hotel does not exist and the number publish was not answering any call, you also tried to contact them with not response, we were trusting your site as also our bank called since our credit card information has been stolen with charges starting from the same day we booked, we were at 8pm without any hotel and not help from your site, you kept telling us that the hotel exist but it does not, we are waiting for ur refund and response as soon as possible our vacations were affected, we will then tell our experience with your company worldwide by Internet.

  2. I will Never, Ever, Ever, use the website or this service again. The hotel was not a hotel it was a “Motel”. The pillows had Big dried bloody spots, the rug was spotty with colors, and the beds had no box springs, it had plywood under the mattress. I took photos and asked to be moved he said all his rooms were like that. My husband wouldn’t even sleep in his pj’s or remove his shoes. It was disgusting!!! Never ever and the customer service was terrible. I left and I will never, ever, use this company again!!!!!!!

  3. I made and cancelled two reservations through this company. The rooms were posted for $51.42and $56. I made each booking separately. Fortunately, I had both my tablet and my desktop on hotel.com website. When I went back to book the room for $56, it had changed to $60 per nite on my tablet but the desktop still showed $56 for the room. Today, I opened up an email sent to me from hotel.com showing another hotel @ $42 per nite, but another computer showed $40 per nite. How do l keep on getting these different decepencieus within your websites?Now l’m of the befief that you track your custmers, and give them different prices.

  4. I need to speak with a rep,regarding my cancellation booking I made last week.problem is that I don’t have the confirmation number and my credit card is different from my PayPal account.I need to speak to someone ASAP!.

  5. Horrible experience!! They website came up with an error message that said the transaction did not go through. SO I rebooked the hotel. I was charged for both transactions. I spoke with a supervisor Mario who was very combative and argumentative. He said the hotel was going to charge me a penalty of one night. I spoke with the hotel and they said it was Hotels.com that was charging me a penalty. This was because there website was not working properly. This is terrible, stressful and outright just wrong.

  6. They website came up with an error message that said the transaction did not go through. SO I rebooked the hotel. I was charged for both transactions. I spoke with a supervisor Mario who was very combative and argumentative. He said the hotel was going to charge me a penalty of one night. I spoke with the hotel and they said it was Hotels.com that was charging me a penalty. This was because there website was not working properly. This is terrible, stressful and outright just wrong.

  7. I made and cancelled two reservations through this company. The rooms were posted for $51.42and $56. I made each booking separately. Fortunately, I had both my tablet and my desktop on hotel.com website. When I went back to book the room for $56, it had changed to $60 per nite on my tablet but the desktop still showed $56 for the room. Today, I opened up an email sent to me from hotel.com showing another hotel @ $42 per nite, but another computer showed $40 per nite. How do l keep on getting these different decepencieus within your websites?Now l’m of the befief that you track your custmers, and give them different prices.

  8. Dear Sirs/Ms,
    I have booked a room on 19/10/15 for the date of 09/11/15 t0 12/11/15. I would like to cancel this booking and request to refund the fee back to my OCBC credit card account. any inconvenience caused is much apologized..
    Thank you

    P.S. The reason I cancelled is that: I have already booked a hotel: Mismo Hotel in Ho Chi Minh City , Vietnam, on line booking by Travelocity.com , on 20/10/15 I called your local tel. to hotel.com and someone Mr Singh answer the call, I told him I would like to change my date to 09/11/15 to 12/11/15, I though is the same organization, I have given him the booking confirmation no. and also he wanted my credit cards full details and my email address, but he didn’t send me any booking information or call me. so on 20/10/15 I take the flight to Vietnam, and also I request OCBC Bank credit card Dept to replace a new card for me, I am worry my card may be misuse. up to date I still never receive any email information about the booking and reply my email (Sent by few days back.) I have already inform my credit card dept about this case. please kindly help me to solve this problem, and your kind assistance is much appreciated.
    Best Regards
    David Choo/

  9. absolutely awful website/provider

    Warning, they do not have proper customer services

    They did list the hotel number wrong I had no chance to contact the hotel during the travel, e arrived late, no receptionist there, nobody answered door phone either!!!

    Hotels.com not available picking up the phone either

    At 1am in the night and long travel we were standing in front of a closed door and we already had paid in full.

    Totally unacceptable a nightmare of a company.

    I then organised another hotel by driving around in a city I do not know with no internet connection and found at 2am ! Then alternative room which I had to pay for again of course.

    Still this miserable awful company hotel.com did not even refund the monies yet nor ever responded.

    Shameful practices and a complete failure. Never ever use this awful poorest standard of a service again. Never.

    Regards, M

  10. I am wondering how you got my debit card information and charged over $200 from my bank account!!!! I haven’t reserved anything from this site!! Let alone, reading the comments, I will never use this site. I am calling the bank, I will get my money back, AND YOU SUCK!!

  11. Horrible visit! I definitely would not recommend this hotel. We got charged twice our rate of our room for one night, and it did not say that it was in Indian Currency. Hotel staff was extremely rude. I would never, and will never, come back to these suites. It was not the hotel fault, it was hotels. Com. Then the first customer service line was not in service! Beware!!!!!!!!!

  12. I have booked for 01/07/2016 to03/07/2016.and I would like to cancel this booking .the reason is that I have problem .and I am waiting for your reply.sorry for inconvenience.best regards.

  13. I’m a manager at a hotel and I am not able to find any record of a guest who showed up today with an email confirmation from this site. She prepaid with your company. We don’t have any record of her reservation in our system. Every time I call ANY of the customer service lines I get nowhere. I will NEVER recommend this site for any of my guests. It’s impossible and frustrating to get a hold of someone to solve any issues and there is not a hotel/vendor support line to contact. This is completely unacceptable!

  14. Y’all need to check out some people that y’all giving free nites to stay and they don’t stay r pay for the nites.. They y’all give her a valchor to stay 3 nights cause they said they was stranded and they wasn’t.. So if y’all just gonna give free nights away give me one

  15. I guess I was one of the lucky ones because I had no problems! the website did have the wrong price so I called customer service and they called the hotel and fixed it all for me. I got my email just a minute after we got off of the phone and everything went smooth from there.

    Thanks!

  16. I’m trying to reach customer service of Hotels.com to verify a booking. Their email correspondence indicates that this should be done via telephone and NOT email. I try to call the number listed on the page for the US and it speaks to me in a foreign language and then cuts off. I am contacting them from the US. My account information indicates I live in the US. I am booking hotels in the US from a location in the US. I try to contact their website feedback and all I get is confirmation that they received my email and please telephone for room questions. Previous long-term user of Hotels.com, now going to be looking elsewhere.

  17. I bought a physical Hotels.com gift card and inadvertently threw it away. It was a gift and a substantial amount of money. I tried for days and hours. The mirage of transferring and ending up back at the same place. I had the full card # and the receipt. All that I supposedly need to get a replacement but cannot get it replaced.

  18. China, I ended up with Hotels.cn.
    Having gone through all the booking process and going for a non refundable deal, I find the total bill being inflated by taxes and fees over and above the quoted prices. Had it not been non refundable I would have cancelled there and then.
    Using the same web site I tried to contact customer support, they have a very nice form to complete, but the send button did not work and there is no email contact.
    This is the first time I have encountered anything like this and feel that Hotels.com have cheated me and have now used Booking.com for all the hotel bookings during my 6 week stay in Europe, and will never again use Hotels.com.
    And the send button on the contact form doesn’t work

  19. I paid in advance for 3 nights but the Hotel would not accept my payment. Hotels.com needs to return my payment. The confirmation #: 8153826915654.

Tell Us What You Think! Post Your Comment Below:

Your email address will not be published. Required fields are marked *