What is the customer service phone number for Hotels.com in the USA?

Call 1-800-246-8357 for 24/7 USA support. Automated prompts will ask for your itinerary number, so have that ready to speed up the call. Agents can assist with reservations, modifications, cancellations, and billing questions. If calling from outside the US, use +1-214-749-5800 - international rates may apply.

When you book through our platform, the fastest way to get help is the Chatref chat widget. It uses custom-actions to let you change dates, cancel a booking, or update guest details right inside the conversation, without dialing. If the AI can't solve it, a support agent takes over in the same thread via the shared-inbox, so you never repeat yourself. Look for the chat icon on any page in your booking portal.

Long hold times are common on weekends and evenings. The best windows for a short wait are weekdays between 11:00 AM and 3:00 PM Eastern Time. If your issue isn't urgent, the chat widget or email option often resolves questions without the hold.

• Live chat: Start a session on hotels.com (available 24/7).
• Email: Use the contact form on the Hotels.com website and allow up to 24 hours for a reply.
• Our booking portal chat: Powered by Chatref, this gives you instant answers from the booking details already on file, with human takeover when needed.

How do I get a refund from my hotel stay in the USA?

Refund eligibility depends on the booking's cancellation policy. Log into your Hotels.com account, go to "My Trips," select the booking, and click "Cancel." If free cancellation is available, you'll see a full-refund option. For non-refundable bookings, phone support at 1-800-246-8357 may help with exceptions. If you booked through our platform, use the Chatref chat widget - a custom-action can check your policy and start the refund process automatically, and a human agent can jump in via the shared-inbox if needed.

What are the best times to call Hotels.com support?

Weekday mornings (11 AM - 3 PM Eastern) typically have the shortest hold times. Avoid calling late on Friday and Saturday nights, when volume spikes. If you can't call during those hours, use the chat widget on your booking portal for immediate, personalized help via Chatref's custom-actions and shared-inbox.

Is there a dedicated line for urgent issues in the USA?

Hotels.com does not publish a separate emergency line. However, for urgent travel disruptions like a same-day check-in failure, call 1-800-246-8357 and stay on the line - say "emergency" at the prompt to prioritize routing. If you're a guest in one of our partner hotels, reach out via the Chatref chat on our site; the shared-inbox flags urgent issues so a team member responds within minutes.