Is Hotels.com legit? What to know before you book

A look at Hotels.com's legitimacy, rules, refunds and rewards. Additionally, where to find the fine print before you commit.

An image showing the hotels.com logo and questioning is it legit?
(Image credit: Future)

Short answer: Yes. Hotels.com is a mainstream online travel agency owned by Expedia Group, the US travel company that also runs Expedia and Vrbo. You can see Hotels.com listed among Expedia Group’s brands on the company site.

Who runs Hotels.com

Paying on Hotels.com

You will usually see 'Pay now' or 'Pay at property' options at checkout. With Pay now, Expedia Group collects your payment and passes the taxes to the property. With Pay at property, the hotel charges you for your stay and may pre-authorise your card before arrival. Hotels.com explains tax handling and local taxes in its terms.

Cancellations and refunds

Refund and cancellation rules are determined by the rate you select and the property’s policy. Some stays are fully refundable until a stated cut-off; others are non-refundable. Hotels.com’s help centre and its Free cancellation page outline these differences, and your confirmation repeats the exact terms.

Price Guarantee

Hotels.com runs a Price Guarantee. For refundable bookings, you can rebook at the lower price, and the original booking is refunded. For eligible non-refundable stays, or when the cheaper price is on another site, approved claims are paid in OneKeyCash after verification. The policy outlines the process for submitting a claim and defines what constitutes a valid comparison.

Loyalty and member pricing

Hotels.com uses Expedia Group’s One Key program. Members earn 2% in OneKeyCash on eligible Hotels.com stays, with higher earn rates on VIP Access properties for elite tiers. Member Prices can also undercut public rates when you are signed in. Program details and earn rates are shown on the One Key pages.

Customer service

Hotels.com states: “Our customer service agents are available 24 hours a day, 365 days a year,” via chat or phone. Use the signed-in 'Get in touch' page so agents can view your itinerary.

Privacy and data use

Hotels.com publishes a Privacy Statement that explains how data is collected, shared and stored. The current document is updated for 2025. If you are concerned about your data, always check the latest privacy policy for the site you use. Hotels.com is fully GDPR compliant.

Common booking questions

Is Hotels.com safe to pay on?

Yes. Pay now bookings are processed by Expedia Group and listed on your statement accordingly. The Hotels.com website also utilises SSL (Secure Sockets Layer) to protect your payment details.

Can I get a refund if plans change?

Only if your chosen rate allows it, look for wording like “Free cancellation until…” on the room page, then check the cut-off time. The help centre provides instructions on how to cancel in the Trips section of your account.

Is Hotels.com the same as Expedia?

They are separate brands under Expedia Group and now share the One Key rewards currency.

Does Hotels.com have hidden fees?

Headline prices do not always include every possible charge. Taxes and fees are added in the price summary before you book, and some destinations charge local taxes or resort fees at the property. Hotels.com’s terms outline this for Pay Now and Pay at Property bookings.

Bottom line

Hotels.com is a legitimate and reputable part of Expedia Group, a major travel company. Your experience depends on the property and the rate rules you choose. For a smooth booking, read the cancellation terms on the room page, note who will charge your card, and keep all communications within your Hotels.com account or app if anything appears unusual. For the definitive information on payments, refunds, rewards, and privacy, please refer to the official pages linked above.

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Disclaimer

This article reports platform information and links to official sources. It is not travel or financial advice.

Nathan Walters
Editor

I started at MyVoucherCodes as a Deal Expert, sourcing top deals and discount codes. I combined these skills with my passion for writing to become an Editor, helping readers save money. As a former student and homeowner, I understand the need to budget and provide shopping tips, especially for vegetarian and vegan diets. I've also written for publications like GamesRadar+, Tom's Guide, Tom's Hardware, The Sun, My Weekly, iPaper and Pick Me Up!

I play video games, write reviews for GameReport in my spare time, and love trying out the latest tech gadgets. I also enjoy DIY projects, having worked in a tool store and renovated my home on a budget.