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About Hotels.com

Hotels.com is a leading provider of lodging worldwide, offering reservation services through its own websites (including www.hotels.com and others), its interactive affiliate network (www.EAN.com), and its toll-free call centers at 1 800-573-6012.

Hotels.com offers travelers the widest selection of lodging accommodations from traditional hotels to vacation rentals at over 12,000 properties in more than 400 cities in North America, Europe, the Caribbean and Asia. The company offers a one-stop shopping source for hotel pricing, amenities and availability, and also specializes in providing travelers with accommodations during sold-out periods.

Hotels.com is an operating company of Expedia, Inc. (NASDAQ: EXPE). CST: 2059975-40. Hotels.com headquarters are located at 10440 North Central Expressway, Suite 400, Dallas, Texas 75231.

FAQ - Frequently Asked Questions

What should I do if I have a question about a past reservation? (cancels, credits, etc.)

To look up a past date reservation, access Reservation History and follow the step-by-step instructions.

How do I cancel the reservations I have made?

To cancel a reservation, access Customer Care then click on View | Modify | Cancel, and follow the step-by-step instructions.

How do I change hotels?

To change hotels, access Customer Care then click on View | Modify | Cancel. Cancel your original reservation and re-book at the desired hotel.

Who can I contact for help with the system?

You can make changes to a reservation through our View | Modify | Cancel links. Also, if you need to talk to someone concerning a reservation or just need help, you can call:

United States 1-800-573-6012

How do I know my reservation is confirmed?

We will send you a confirmation email after you complete your reservation. This email will include the dates of your reservation and the price. You may also confirm your reservation online by accessing View.

How do I make changes to my reservations? (dates, names, hotels)

To make changes to your existing reservation, access Modify and follow the prompts. If you wish to make a complete date change (eg: February 15 for 1 night to February 25 for 1 night) cancel your reservation completely and rebook.

How do I get a receipt for my hotel room?

To obtain a printable receipt, access Reservation History. Enter a valid name and booking or credit card number. When the reservation list loads, Click on "Detail" and then click on "Request Itinerary." Reservations booked with a credit card will have receipts available online

Where do I find customer support for your "7 Day Deals"?

Please direct your questions about our 7 Day Deals to 800-977-7114 or by email at customersupport@condodirect.com.

How can I be sure that my credit card information is secure?

Hotels.com has the utmost respect for your privacy and security. Hotels.com never divulges any information in our fully encrypted database account to anyone without your consent. Once you enter the reservations system to book a reservation, you are automatically taken into a secure booking engine that guarantees a safe and smooth transaction. Hotels.com is very confident about the Internet security provided by Netscape's Secure Sockets Layer protocol (SSL). The security features built into Netscape Navigator, Internet Explorer, and AOL, protect your Internet communications with: server authentication, privacy using encryption, and data integrity.

Which credit cards are accepted?

Visa, MasterCard, American Express, Diners Club and Discover.

How do I make a reservation for someone else?

To complete a reservation for someone else, simply type in his or her name in the "guest name" field. Use the billing address for the credit card you are using as the address.

How do I reserve my hotel room?

The reservation process we have established is very simple. After you have entered the dates you would like to stay, you will need to click the "Check Rates" button in order to see what hotels are available on your dates and their rates. You may either click the "Select" button or the "Book It!" button to begin the reservation process or review hotel descriptions by clicking "Info." After selecting your desired hotel you will be taken to a "Secure Reservation Request" form. There you will need to review the "Travel Information" and fill in the blanks on the "Customer Information" form. The last part of the "Customer Information" section will ask you to enter your credit card information or choose to call or fax in the information. By paying with a credit card over our SECURE form, your reservation is booked immediately. If you choose to call or fax the information, the reservation will not be confirmed until we have received the information required to process your credit card.

What about special discounts?

Hotels.com negotiates contracts with thousands of individual hotels in advance for volume purchases and guaranteed availability. As a result, Hotels.com is able to get great rates and we can offer great prices to consumers.

Hotels.com Best Rate Price Guarantee

 

Prepaid hotel and vacation rental reservations booked through Hotels.com are guaranteed to be the lowest rate you can find. If there is a lower rate available for the same dates and the same hotel or vacation rental, you must contact us within 24 hours of booking your Prepaid hotel and vacation rental reservation. We will either refund you the difference or cancel the reservations without penalty. This guarantee only applies to Prepaid hotel and vacation rental. It does not apply to special events such as New Year's or major sporting events. To learn more or to claim a guarantee, read below.


FAQ - Frequently Asked Questions
1. "What are the requirements for claiming the Best Rate Price Guarantee?"
You must have already booked a prepaid reservation.
The completed Best Rate Guarantee form must be submitted within 24 hours of the confirmed booking.
The lower rate must be available for booking with identical specifications of the original request (ex: same hotel, same date and same room type).

2. "If I am able to confirm a lower rate, how do I contact you?"
Fill out the on-line Best Rate Guarantee form.

3. "When can I expect to receive a response?"
We will respond via email within 4 hours during regular business hours, or if outside of regular business hours, we will reply the next business day.
4. "How is my credit issued?"
Credit is issued directly to the credit card provided at the time of booking. The credit will usually appear on your statement within 7-10 business days.


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