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Hotels.com is a leading provider of hotel accommodation worldwide, offering booking services through its own network of localised websites and telephone call centres. The website gives travellers one of the widest selections of accommodation on the net, including both independent and major chain hotels as well as self-catering in over hundreds of properties worldwide.
Customers can book a stay at luxurious international chains or quaint bed and breakfasts depending on their budget along with detailed information about their destination. The company offers a one-stop shopping source for hotel pricing, amenities and availability and also specialises in providing travellers with accommodation during sold-out periods.
Hotels.com LP is an affiliate of Expedia, Inc. with its headquarters located at 10440 North Central Expressway, Suite 400, Dallas, Texas 75231. The Expedia Group has office locations across Europe.
History of Hotels.com
This accommodation giant was founded in 1991 by David Litman and Robert Diener as the Hotel Reservations Network (HRN). The company aimed to make travel bookings easier by providing hotel booking via a toll-free phone number in the United States. In 2001, the company was acquired by USA Networks Inc. which also had a controlling interest in Expedia, the online travel booking company.
In 2002, HRN changed its brand name to Hotels.com and promoted online hotel bookings as well as offline with 1800-2-Hotels. The company continued to grow and expanded with 29 sites in the following two years. The parent company USA Networks Inc., which was renamed InterActiveCorp (IAC), separated its travel business under the name Expedia Inc. in 2005.
The company witnessed unprecedented growth across the globe and included websites for North, Central and South America, Europe, Australia, Japan, China and the Pacific Rim, the Middle East and South Africa. Asia, and particularly Southeast Asia, also saw widespread adoption with websites for Indonesia and Vietnam launched in 2011.
Currently, Hotels.com has become the go-to name for customers across the globe to plan and book their vacation. The availability of multiple deals and Hotels.com coupons also allow customers to book their rooms at an added discount. Customers in all countries can book online or by phoning one of the multilingual call centres. Calls are both toll-free and paid, depending on the country of booking.
Booking a room on Hotels.com
Whether you are looking for luxurious hotel or quiet places for your weekend getaways, Hotels.com has you covered. The website is well-organised and extremely easy to navigate. To book a hotel simply visit the website and enter details such as destination name, travel dates and number of travellers for a quick search.
When you click on ‘Search’ you will be redirected to a page displaying the best accommodation options for your travel destination. The default order will show you the best hotel deals first for a better vacation. You can sort through the list and look at the options by using various filter options on the header section such as favourites, star rating, distance, guest rating and price. In addition, you can also use the filters on the left-hand side of the page to accommodate any special requests you may have. Here, you can look for additional benefits such as free breakfast, free Wi-Fi, pet-friendly resorts and a lot more.
Select the hotel or accommodation you like best and click on it for more details. You will then be taken to a page where you can see photos and read up detailed information about the place. The access to customer reviews on this page also help travellers make an informed choice by reading about individual experiences. The page also displays information regarding basic amenities provided in the room as well as nearby places that may be perfect for a tourist.
Based on the type of hotel selected and cancellation policy, you may get an option to ‘pay now’ or ‘pay at the hotel’. Keep in mind that any deal or promo offer is already reflected in the price displayed.
You will then be asked to fill in all relevant information to confirm your booking. This includes personal information of travellers, payment information and contact details. Even if you select the ‘pay at hotel’ option, you will be required to enter your credit card details to confirm your booking. At the end of the page you will also be able to see the hotel’s policy for cancellation and other important information. Be sure to verify everything, and then click on ‘Buy Now’. You will receive a confirmation soon after you book by e-mail.
Change or cancel your booking on Hotels.com
To change or cancel your hotel booking
Sign in to your bookings page and choose the booking you wish to change or cancel. Select Change or Cancel as per your requirements. In case your booking is not listed in your Hotels.com account, you can fill out the ‘Find your bookings’ form and submit.
Changes allowed free of charge
- Guest name
- Bed type
- Smoking preference
- Special requests
- Accessibility options
Changes that may levy a charge or result in a refund
- Room type
- Number of guests
- Travel dates
- If you don't see the option to change or cancel your booking online, you can call the customer care team.
- Before you change your booking, check the hotel's change and cancellation policy in your confirmation email.
- Secret Prices are subject to the same change policies as any other booking.
- When matching the original booking price to a Secret Price booking, the Secret Price will be applied to all days in your new itinerary that were covered by your original booking.
- Hotels.com doesn’t charge you change or cancel fees, but the hotel might.
- Any applicable fees or rate differences need to be paid with a credit card
Get access to the best offers
While travelling the world is a passion for several people across the globe, not everyone has the finances to turn this dream into a reality. Hotels.com understands this better than anyone else and has a dedicated deals section for travellers to visit their favourite destinations without breaking the bank.
Here, customers can look for deal options at their choice of place at massive discounts or even take advantage of multiple sale offers by Hotels.com. A numerous amount of Hotels.com promo codes and coupons add to the charm of travelling at affordable prices. The deals section has three kinds of offers constantly available. These include:
Deal of the Day: Just as the name suggests, these deals change every 24 hours and are only available for that time frame. Individuals can find exciting offers and discount codes for multiple destinations in this section.
Last Minute Deals: This section is ideal for the spontaneous traveller. Got a few days free and want to explore the world? Simply check this section and find the perfect Hotels.com coupon to make your travel easy and affordable.
Weekend Getaways: The weekend is the perfect time for some R&R, and Hotels.com offers travellers amazing getaways at nearby places. Relax in nature and enjoy your time in a nearby location perfect for a weekend. Look for a Hotels.com promo code or coupon code for added benefits.
Get the best price guarantee on Hotels.com
To ensure that travellers aren’t paying any more than the minimum price, every booking on Hotels.com comes with a price guarantee. The website claims to offer unbeatably low prices with a guarantee to pay the traveller the price difference in case they find a better deal elsewhere. Here’s what to do in case you find a better price somewhere else:
Step 1: Be sure to check it’s the same room at the same hotel on the same dates
Step 2: Submit your request on the website. For refundable bookings where the cheaper price is available on Hotels.com, you can call their customer service or alternatively cancel your existing booking online under ‘Your Bookings’ when signed into your Hotels.com account and rebook online at the cheaper price.
Step 3: For non-refundable bookings or refundable bookings where the cheaper price is available on another website, just fill out the form available on the website. Keep in mind that all requests must be made by 23:59 the day before your stay at the latest.
Step 4: In case the terms of the request are verified, Hotels.com will rebook or offer you the difference in either of the ways.
For a refundable booking: Hotels.com will check the details of your booking and refund you the difference immediately or, if you are paying at the hotel, after you have completed your stay. The bank can take up to 30 days to process this. Alternatively, if you find the cheaper price on Hotels.com, you can contact customer care and they will rebook the cheaper price and refund the original (higher priced) booking.
For a non-refundable booking: Hotels.com give you the price difference in the form of a coupon for you to redeem on any future booking on Hotels.com which will be sent to you by email. Coupons terms and conditions apply.
Unlock secret prices for better deals
Secret Prices are only available to customers who unlock them. These are lower prices that the company has specially negotiated for loyal customers. These prices will not be visible on hotel comparison sites either.
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.
Customers can unlock Secret Prices in 3 ways:
- Become a Hotels.com™ Rewards member
- Download the Hotels.com® app
- Subscribe to their emails
Earn Hotels.com rewards when you book
When you book your travel with Hotels.com, you don’t just get the best deal available but can also earn a reward. The concept of the rewards is simple, collect 10 vacation nights and get 1 night stay free in any of their properties around the world. The terms of this rewards programme are as follows:
Collect your nights
- You choose how you collect 10 nights. Whether it’s a single stay or multiple trips, 10 nights add up fast.
- Collect nights at over 297,000 properties around the world.
- The value of your free night is the average price of the 10 nights you collect.
Redeem your free nights anytime
- There are no blackout dates or restrictions
- Redeem your free nights at over 213,000 properties anytime, anywhere.
- From major hotel chains and beach resorts to boutiques, villas and apartments, all types of properties are included
- Lower prices that aren’t available to everyone
- Get up to 50% off thousands of properties in popular destinations
- Save with Secret Prices and collect nights with your stay
Save more with cashback from ShopBack
Along with all the amazing discounts and coupon codes available on Hotels.com, customers can also earn additional cashback on every booking with ShopBack. Some of the eligible promo codes and deals have been detailed below:
|Offer||Deal||Terms & Conditions|
|Resort getaways||6.0% cashback||Up to 70% discount on Asia, Europe, Americas destinations & more. | Hotels.com T&Cs apply. | Promotion for a limited time only.|
|Worldwide hotels discount||6.0% cashback||Up to 50% discount on 290,000 Hotels Worldwide. | Available on hotels.com for a limited time only.|
To earn cashback from ShopBack, simply follow the steps below:
Step 1: Visit the ShopBack website and click on the Hotels.com store at the bottom of the homepage. You can also use the search box to find the link to the Hotels.com site.
Step 2: Click on “Activate Cashback” button on the top left corner of the page.
Step 3: If you are interested in finding an attractive deal or Hotels.com coupon code, check out the Vouchers, Discount Codes & Coupons section.
Step 4: You will be redirected to the Hotels.com website to complete your booking.
Step 5: When you complete your booking, you will be eligible to earn cashback from ShopBack.
Cancellation and refund policy
Most hotel bookings can be cancelled without penalty before the hotel's cancellation deadline. 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.
Refunds for credit and debit card payments
- The refund will be processed by crediting the card you used to pay for your booking within 24 hours.
- The credit may take 7 days to post to your account and 2 billing cycles to show on your statement.
- When you cancel your booking, you will not receive a refund of the amount you paid.
- The hotel may charge you an additional cancellation fee.
Reach out to customer care anytime
Individuals in Malaysia can call the hotline number 03-7724-4365 available 24 hours a day, 7 days a week for any queries or bookings. To stay updated with latest offers and promo codes, one can also follow them on their social media channels.