Hotels.com Support Center

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How to Redeem a Free Night Online?

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  1. Sign in to your Hotels.com account online or via Hotels.com app. 
  2. Use Hotels.com® Rewards filter to help you find an eligible hotel.
  3. Book your desired room, making sure to select one that can be booked by redeeming free nights.
  4. If your selected hotel offers the option to Pay now or Pay at hotel, choose Pay now.
  5. In Your Reservation Summary, select Redeem Hotels.com® Rewards.
  6. Select which free night(s) you want to redeem and Apply them to your booking.

The total cost of your booking will now reflect the applicable value of your free night discount.

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How Hotels.com Rewards Nights Work?

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  • You will collect 1 night for every night you stay at an eligible hotel. 
  • Any nights that you collect will be added to your account within 72 hours after check-out.
  • Once you have collected 10 Rewards nights, you'll get 1 free night at an eligible hotel.
  • The value of your free night is equal to the average rate of the 10 nights you collected to earn it.

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What is Refund Policy?

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When you cancel your hotel booking, you may be eligible to receive a refund of the amount you paid, depending on the terms and conditions of your booking. When and how you receive that refund will depend on how you paid for your booking.

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How to Attach a Booking to Your Account?

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  1. Sign in to your Hotels.com account, go to Find bookings, fill out the form and Submit. 
  2. Select View your reservation.
  3. Scroll to the Hotels.com® Rewards box and select Sign in and attach this booking to your account. If you don't see this link, your booking is already attached to your account.
  4. You should then see this message: "Success! You have successfully added this booking to your Hotels.com® Rewards account."

You should now see your booking in the Manage your bookings section of your account. Your Hotels.com® Rewards nights will be added within 72 hours after you complete your stay.

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How Does Secret Prices Works?

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You can unlock Secret Prices in 3 ways: 

  • Become a Hotels.com® Rewards member
  • Download the Hotels.com® app
  • Subscribe to emails

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What is Unlock Secret Prices?

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Secret Prices are only available to customers who unlock them. These are lower prices that Hotels.com has specially negotiated for their customers.You won't find Secret Prices on hotel comparison sites either.

Even lower than special rate promotions, Secret Prices are discounts applied on top of current hotel deals or, when there is no current hotel deal, standard prices. How deep a discount you receive depends on your chosen dates, your destination, and your selected hotel.

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How to Change My Hotel Booking At Hotels.com?

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You can make the following changes to your hotel booking online: 

  • Guest name, bed type, smoking preference, special requests, and accessibility options can be changed at no charge.
  • Room type, number of guests, and travel dates can be changed, but your hotel may charge you for the change.

To change your hotel booking

  1. Sign in to your Hotels.com account.
  2. Go to Manage your bookings.
  3. Choose the booking you wish to change.
  4. Select Change booking.

If your booking is not listed in your Hotels.com account

  1. Fill out the Find your bookings form and submit.
  2. Select Change booking for the booking you wish to change.

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How Does Hotels.com Determine Sort Order?

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As a traveler shopping on site, you have many options to help you find the perfect hotel. 

The Sort settings allow you to order search results to your preference, such as price, verified review score, and other criteria.

In addition, the Filter settings allow you to include or exclude various options to suit your travel needs.

If you select no specific Sort option, by default Hotels.com will show you a range of relevant options in the search results, based on the criteria outlined below.

Default sort order reflects the relevance of properties to your search criteria, as Hotels.com want to make sure you are able to quickly and easily find the offer that is right for you.

Hotels.com will measure relevance by taking into account factors such as: a property's location, its review scores, the popularity of the property (measured by how many travelers on sites make bookings at that property), the quality of the content provided by the property, and the competitiveness of the property's rates and availability – all of which are relative to other properties meeting your chosen search criteria.

The compensation which a property pays Hotels.com for bookings made through sites is also a factor for the relative ranking of properties with similar offers, based on the relevance factors described above.

On non-default sorts (for example, if you sort by price or by star rating), Hotels.com will order properties with similar results based on the factors above.

Additionally, Hotels.com continually optimize their service to provide you the best experience. Accordingly, Hotels.com may test different default sort order algorithms from time to time.

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Also, you can visit Hotels.com Official Website to get more helps, faqs and knowledge base.

About Hotels.com

Hotels.com L.P. operates Hotels.com, a leading online accommodation booking website with properties ranging from international chains and all-inclusive resorts to local favorites and bed & breakfasts, together with all the information needed to book the perfect stay. Customers get instant savings with Secret Prices* through our mobile booking app and Hotels.com Rewards members can earn and redeem free** nights at thousands of properties worldwide. The Hotels.com Mobile Concierge on iPhone is like having a local expert in the palm of your hand, offering fast access to services such as transportation, on-demand food delivery, restaurant reservations and activities.