| Contact Method | Details & Availability | Best For |
|---|---|---|
| Phone | 1 (800) 246-8357 (Available 24/7) | Urgent issues with current or upcoming bookings |
| Live Chat | Available 24/7 via the Help Center | Quick questions, technical support, booking modifications |
| Help Center | Self-service articles and FAQs | Finding answers to common questions without waiting |
| In-App Support | Via the Hotels.com mobile app | Managing existing bookings on the go |
Different Ways to contact Hotels.com
Customer Support Channels
📞 Phone Support
Getting a human on the line is often the most direct way to solve complex problems. Be prepared for potential wait times, especially during peak travel seasons.
| Department | Phone Number | Hours (ET) |
|---|---|---|
| General Support & Bookings | 1 (800) 246-8357 | 24 hours a day, 7 days a week |
📧 Email Support
Hotels.com has moved away from a direct support email address. Instead, they guide users through a contact form on their website after you sign in. It's not ideal for urgent matters.
| Purpose | Method | Notes |
|---|---|---|
| General Inquiries | Website Contact Form | Response can take 24-48 hours. Not recommended for time-sensitive issues. |
💬 Live Chat or Website Bot
This is usually the fastest way to get help for non-critical issues. You'll likely start with a bot.
- Where to access: Go to the Hotels.com Help Center page and look for the chat icon or 'Contact Us' option.
- Steps to access: You typically need to be logged in. The bot will ask a few questions to categorize your problem before offering to connect you with a live agent.
- What it handles: The bot can handle simple requests like finding a booking or checking a cancellation policy. It escalates to a human agent for anything more complex.
📱 In-App Support
Using the app can be very convenient for managing your trips.
- Platform: Available on iOS and Android.
- Steps to contact: Log in to the app, go to your 'Bookings' tab, select the relevant trip, and look for 'Support' or 'Contact Us' options. This often pre-fills your booking details, which saves a lot of time.
Estimated Response Times from Hotels.com
| Method | Expected Wait Time |
|---|---|
| Phone | 5 - 45 minutes (highly variable) |
| Live Chat | 2 - 15 minutes to connect with an agent |
| Website Contact Form | 24 - 48 hours |
| In-App Support | Similar to Live Chat or Phone |
Tips to Reach Support Faster from Hotels.com
- Call during off-peak hours: Try calling mid-week (Tuesday to Thursday) in the morning or late at night to avoid the longest queues.
- Use the chat for simple issues: Don't tie up the phone lines if you just have a quick question. The chat is faster for that.
- Navigate the phone menu smartly: If you get an automated system, saying 'agent' or 'representative' clearly can sometimes get you to a person faster.
- Use the app first: For cancellations or changes, the self-service options in the app are almost always faster than contacting a person.
Before You Call: What to Have Ready
Don't waste your own time. Before you even think about dialing, get your stuff together. Trust me, they will ask for it, and it's so frustrating to have to search for it while they wait.
- Your itinerary number: This is the most important piece of information. It's in your confirmation email.
- The email address you booked with: Simple, but they need it to find your account.
- Full name of the primary guest: Make sure it matches the booking exactly.
- The last four digits of the credit card used: They often use this for security verification.
Where to Quickly Solve Problems with Hotels.com
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| Canceling or changing a booking | App or Website Self-Service | This is way faster than calling. Only call if you're having trouble with a non-refundable booking and need to ask for an exception. |
| A billing error or refund request | Phone Support (1-800-246-8357) | Phone agents seem to have the most authority to process refunds or credits immediately. Have the charge date and amount ready. |
| The website or app is glitching | Live Chat | It's much easier to explain a technical problem by typing it out. You can also copy and paste any error messages you see. |
| A question about hotel amenities | Call the hotel directly | The Hotels.com agent won't know specific details like pool hours or if the hotel has a specific type of coffee maker. |
| Filing a formal complaint | Phone Support (Ask for a supervisor) | A phone call creates a direct line of communication. Make sure to get a complaint reference number for your records. |
Additional Helpful Links for Hotels.com
How Pine AI Can Help You Save Time Contacting Hotels.com
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Frequently Asked Questions about Hotels.com
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Olivia Harper
Senior Content Manager
Olivia Harper leads the Content at Pine AI, where she leads the creation of practical, user-first guides on navigating and cancelling subscription services. With more than a decade of experience in consumer advocacy and digital content strategy, Olivia specialises in simplifying complex service terms so readers can make informed financial decisions. Her work has been featured in Digital Consumer Reports and other leading consumer platforms, has helped thousands of users save money, avoid hidden fees, and regain control over recurring charges.
