Dear valued customer,
We understand that the recent news and uncertainty surrounding the COVID-19 situation may have caused you to re-think your travel plans and future travel options. Whether you have a trip booked or are planning upcoming travel, we will do whatever we can to support you. We are continually monitoring the situation, including travel restrictions and updates to travel policies that may impact you.
Your safety
Our top priority is everyone's health and wellbeing. We highly recommend customers everywhere follow the health and travel advice of relevant authorities.
Your current booking(s)
We are experiencing unprecedented call volumes. We are sorry for the long hold times that our customers are experiencing, and we are working quickly to add more capacity. To help us serve those with the most urgent needs, we request you only call if your booking/check-in date is in the next seven days.
If you have an upcoming booking that you need to change or cancel:
- Log in to your account and go to "Your bookings" on the Hotels.com website or mobile app
- Select your itinerary and change/cancel your booking online
- For more information, please visit our customer support page
Hotels.com® Rewards – your membership status
We know our Silver and Gold members' travel plans may have been affected and this may impact their membership status upon renewal. Therefore, if your renewal date is between 1st Feb – 31st May 2020, we will extend your membership status for a further year. It's one less thing for you to worry about.
If you are planning to make a new booking
If you are planning ahead or need to make a new booking, it is important that you have the flexibility to cancel. We offer free cancellation up to one or two days before check-in on many properties and encourage you to choose this option when booking your stay. Please see our website for more details.
The Coronavirus (COVID-19) outbreak is a rapidly changing situation from a public health perspective, we are committed to keeping you informed and to taking care of you as a valued Hotels.com customer.
Stay safe and well, yours sincerely,
Adam Jay – President, Hotels.com brand
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