Information
Members will be transitioned to One Key™ between the 8th of July and 16th of September, 2024. You will earn rewards at the new One Key rate on eligible trips you take after becoming a member, and you’ll unlock new and exciting member benefits.

     

Hotels.com Rewards Terms and Conditions

Last updated on 28 May 2024 

 

IMPORTANT NOTICE: HOTELS.COM REWARDS MEMBERS WILL BE TRANSITIONED TO ONE KEY™ BETWEEN 8 JULY AND 16 SEPTEMBER 2024. THE ONE KEY TERMS AND CONDITIONS BELOW WILL APPLY TO YOU FROM THE DATE YOU ARE TRANSITIONED.

 

Hotels.com Rewards is a Hotels.com loyalty program (the “Program”). For each night you book and stay at an eligible Hotels.com Rewards property you collect one stamp (“Stamp”). When you collect 10 Stamps with us, we give you 1 reward night to redeem (“Reward Night”). This Reward Night does not include taxes and fees, which you must pay when redeeming your Reward Night.  All bookings must be made online or on our mobile app. You can only collect Stamps or redeem Reward Nights at an eligible Hotels.com Rewards property. 

 

The Program is open to anyone over 18 years old (or the age of majority in your country) who signs up to Hotels.com with a valid email address, and then joins the Program. Companies, associations, or other groups may not join. Employees of Expedia, Inc. will not be able to collect Stamps or redeem Reward Nights if they make a booking using an employee discount. If an Expedia, Inc. employee makes a booking without using their discount, they will be able to collect Stamps and redeem Hotels.com Rewards nights. 
 

 

REWARDS TIERS 

 

The Program has 3 tiers: 

 

  • Hotels.com Rewards, 
  • Hotels.com Rewards Silver and 
  • Hotels.com Rewards Gold. 

 

You will join as a Hotels.com Rewards member. When you collect 10-29 Stamps in a membership year, you will qualify for Hotels.com Rewards Silver. When you collect 30 Stamps or more in a membership year, you will qualify for Hotels.com Rewards Gold. A membership year runs for a year from the date you first created an account, and each anniversary after that. 

 

Silver and Gold members have a dedicated phone number they can call 24/7 to make or discuss their bookings and there are other benefits like early sale access and exclusive offers. These will all be available within 2 weeks of qualifying for Silver or Gold and will last for the rest of that membership year and the whole of the following membership year. If you do not collect enough Stamps to stay in Silver or Gold, we will move you down a tier for the next membership year. 

 

 

COLLECTING STAMPS 

 

You will collect 1 Stamp for every night you stay at an eligible Hotels.com Rewards property. Collect 10 Stamps and we give you 1 Reward Night. You must be signed in to your Hotels.com account when you book online and on our mobile app so we can add the Stamps you collect to your account after your stay. If you make a booking with us by phone, you must tell us the email address on your account so we know where to add the Stamps. Only Hotels.com Rewards members collect Stamps. Other guests on the same booking do not, and you cannot collect Stamps for any property bookings you made before you joined the Program. 

 

We will add any Stamps you collect to your account up to 72 hours after you check out of the Hotels.com Rewards property. If you collect Stamps but we later believe that you did not complete your stay (an “Invalid Stamp”), we reserve the right to remove these Invalid Stamps from your account. This could happen if you cancel your booking or did not check-in at the property, which would make the Stamps invalid. Invalid Stamps do not count towards the 10 Stamps you need to redeem a Reward Night. You may need to wait up to 35 days to redeem your Rewards Night if a number of your Stamps are collected via the “pay later/pay at property” option. 

 

You can check your account to see how many Stamps you have collected at any time. Just sign in at Hotels.com, use our mobile app, or phone our call centre. You are responsible for making sure your account is correct. If you believe that you have not collected the correct amount of Stamps, we will look into this for you. If any bookings are invalid as mentioned earlier, we will remove them from your account. 

 

In addition to the information above, you will not collect Stamps for the following: 

  • Bookings made with an affiliate Hotels.com website 
  • Bookings made before you joined the Program 
  • Package bookings i.e. property + flight 
  • Some bookings made using a discount coupon, voucher or code – you will need to check the terms for each of these 
  • Bookings made through Group Travel Services 
  • Bookings that do not cost you anything, i.e. are free 

 

 

REDEEMING REWARD NIGHTS 

 

When you collect 10 Stamps, we will give you 1 Reward Night to redeem at any eligible Hotels.com Rewards property. You can redeem your Reward Night online and on our mobile app. 

 

The maximum value of your Reward Night is based on the value of the 10 Stamps you collected as long as they have not expired. This value is equal to the average daily rate, excluding taxes and fees, of the Stamps you previously collected. If you collected a Stamp at a Hotels.com Member Price (defined above), this price rather than the regular price will be used for the purposes of the calculation. You must pay for taxes, fees, meals and any other costs associated with your Reward Night.  

 

If you used different currencies when collecting your 10 Stamps, the value of each Stamp is currently calculated using the currency associated with the territory you were in when you joined the Program. 

 

Reward Night stays are subject to all applicable booking terms and conditions. You will not collect a Stamp when you redeem your Reward Night. Stamps have no cash value, and you cannot redeem your Reward Night for cash. 

 

If you redeem your Reward Night on a stay that is less than the maximum value of your Reward Night, you will not get the difference in cash, credit or anything else. You can redeem your Reward Night on a stay that costs more than the maximum value of your Reward Night – you just pay the difference. 

 

If you have more than 1 Reward Night to redeem, you can choose which booking you want to apply it to. You cannot combine your Reward Night with any other offer, discount coupon, voucher or code, unless the terms for each of these say you can. This means that when you book a stay and redeem your Reward Night, you generally will not be able to get an additional discount on that booking. 

 

If you redeem your Reward Night on a booking that is longer than 1 night, we will automatically apply its value to the most expensive night in that booking, subject to its maximum value. 

 

Reward Night stays are subject to all applicable cancellation policies that are passed onto us by the Hotels.com Rewards property. If you cancel a Reward Night for which, had you paid for the booking and cancelled it you would have been entitled to a full refund, we will return the Reward Night to your account.  If you cancel a Reward Night for which, had you paid for the booking and cancelled it you would have been entitled to a 1-99% refund, the Reward Night will not be returned to your account.  If you cancel a Reward Night for which, had you paid for the booking and cancelled it you would have not been entitled to any refund, the Reward Night will not be returned to your account. 

 

If you want to change the dates of a booking that includes the Reward Night you redeemed, you will need to cancel the booking, wait for the Reward Night to be returned to your account, then rebook so you can apply your Reward Night to your new booking. 

 

 

VIP ACCESS PROPERTIES  

 

Silver and Gold Hotels.com Rewards members are eligible for exclusive amenities at selected VIP Access properties. Eligibility for the amenities is based on your Hotels.com Rewards tier at time of booking and the amenities to be provided will be as shown on the property listing at the time of booking. Amenities can vary by property and are subject to change at any time. A minimum length of stay may be required. 

 

Properties participating in the VIP Access property network offer benefits which can vary by property and are subject to change at any time without notice. The amenities are intended for the primary account holder and will only be extended to additional travellers booked via the Silver and Gold member's account at the property’s discretion and subject to availability. 

 

Silver and Gold members are guaranteed complimentary WiFi at VIP Access properties. This refers to standard WiFi. Premium WiFi may be available for an extra charge. This is subject to change at any time.  

 

Gold members may qualify to receive upgrades at check-in at participating VIP Access properties, subject to availability. Eligibility for the room upgrade is based on Hotels.com Rewards tier at time of booking. VIP Access property upgrades are intended for the primary account holder and will only be extended to additional rooms booked via the Gold member's account at the property’s discretion and subject to availability. Room upgrades may include complimentary upgrades to a room category of greater value or quality. Instead of a room upgrade, travellers may receive assignment to a preferred floor or assignment to a preferred location on a floor, such as away from the lifts or ice machine. Room upgrade cannot be reserved.  

 

Gold members may receive early check-in and late check-out at participating VIP Access properties, subject to availability. Eligibility for early check-in and late check-out is based on Hotels.com Rewards tier at time of booking. Early check-in and late check-out are intended for the primary account holder and will only be extended to additional travellers booked via the Gold member's account at the property's discretion and subject availability. 

 

 

CHANGES TO HOTELS.COM™ REWARDS, STAMP EXPIRY AND PROGRAM TERMINATION 

 

Your Stamps will not expire as long as you keep your account active at least once every 12 months. This means you must collect a Stamp or redeem a Reward Night in that time, and when you do, the expiry date will be extended for another 12 months. If you do not collect Stamps or redeem Reward Nights in a 12 month period, your Stamps will expire and we may deactivate your account. If this happens, your Stamps will not be reissued. Sign into your account to check when your Stamps are due to expire. 

 

We may change our Hotels.com Rewards terms and conditions at any time, with or without notice, including the rules for collecting Stamps, the different membership tiers and their qualification requirements and associated benefits, the rules for redeeming your Reward Night, the list of eligible Hotels.com Rewards properties, and the maximum value of a Reward Night. We may communicate these changes to you by email or on our Hotels.com website so please make sure you check your account regularly. 

 

Hotels.com Rewards has no end date and will continue until we close it, which could happen at any time. If we do close the Program, you will have 30 days from when we announce its closure to redeem any Reward Nights you have in your account. After that date, you will lose your Reward Nights and you will not be compensated. 

 

By continuing to collect Stamps and redeem Reward Nights with Hotels.com Rewards, you accept any changes to these terms and conditions. You are responsible for keeping up to date on any changes that we may make. The most current version will always be available on our website. 

 

 

HOTELS.COM™ REWARDS GENERAL 

 

We reserve the right to discontinue your membership if you act fraudulently or use the Program in a way that does not comply with our terms and conditions, or any federal or state laws, regulations, statutes or ordinances. If we discontinue your membership, you may lose your collected Stamps and benefits. We also have the right to take appropriate administrative and/or legal action, including criminal prosecution if necessary. 

 

While you are signed up to Hotels.com Rewards, we may communicate any updates to your account or transactions to you by email. We may take back your Stamps at any time. You cannot sell or transfer your Stamps or combine them with another member’s Stamps. Stamps and Reward Nights are not transferable if a member dies, if there is a domestic relations issue, or otherwise by operation of law.   

 

The Program is provided without any warranty (either express or implied) or implied term of any kind, including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose or non-infringement. We make no guarantees, warranties or representations of any kind concerning the Program, except where a particular guarantee or warranty cannot be excluded under applicable law, including consumer law. 

 

We will not be liable for any inaccuracies regarding the earning, redemption and use of Stamps and/or Reward Nights, unless and only to the extent that we directly caused such inaccuracies. We will not be liable with regards to Reward Nights that, after receipt, may be lost, stolen or destroyed, other than where such liability was caused or contributed to by a negligent or fraudulent act of Hotels.com. Hotels.com suppliers and partners are in no way affiliated with or responsible for Program administration. 

 

The ”Liability” clause in the Terms of Service apply to these Hotels.com Rewards Terms and Conditions. 

 

It is a condition of membership to the Program that you consent and authorise us to collect, use and disclose the personal information collected by us in accordance with the Privacy Statement and all applicable privacy and data protection laws. 

 If any part of these Hotels.com Rewards Terms and Conditions are found to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions will not in any way be affected or impaired. Our failure or delay in enforcing any provision in these Hotels.com Rewards Terms and Conditions at any time does not waive our right to enforce the same or any other provision(s) hereof in the future. 

These Hotels.com Rewards Terms and Conditions (and any other terms and conditions referenced herein) constitutes the entire agreement between you and us with respect to this Program and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between you and us with respect to the Program. 

The Hotels.com Rewards Program and Hotels.com Rewards Terms and Conditions are governed by the laws specified in the Terms of Service. 

 

The Program is void where prohibited by law. Our failure to enforce any provision of these Hotels.com Rewards terms and conditions shall not constitute a waiver of that or any other provision. 

 

Our decision on all questions or disputes regarding the Program is final. 

 

 

MEMBER PRICES 

 

Hotels.com Member Prices ("Member Prices") are available to the following customers: 

 

  • Hotels.com Rewards members; 
  • If you are signed in to your Hotels.com account when browsing the website, you will automatically be shown Member Prices on selected properties where the "Your Member Price" banner is displayed. 
  • users of the Mobile Application (as defined in these terms and conditions below). 
  • When using the Mobile Application, you will automatically be shown Member Prices on selected properties where the "Your Member Price" banner is displayed. A user of the Mobile Application will not see Member Prices when accessing the website via other platforms, unless they are signed in as a Hotels.com Rewards Member. 

 

Member Prices are available on selected properties and on selected dates only. Member Prices will only be displayed where applicable to your search and are liable to change at any time. Where a Member Price is displayed next to a price which has been struck out (e.g. "£150 £100"), the struck-out price is based on the property’s standard rate on our site, as determined and supplied by the property.   The "Price" section of the Terms of Service will also apply to Member Prices. 

One Key Terms and Conditions

Effective from 8 July 2024

1. Introduction

 

The One Key programme (‘Programme’) is a loyalty programme offered by Expedia, Inc. (‘EI’, ‘we’, ‘our’, ‘us’) on behalf of its subsidiaries and affiliates, all of which are Expedia Group companies (collectively, ‘EG’). By participating in the Programme, Members can earn OneKeyCash for booking and completing eligible travel through Participating Brands and can use OneKeyCash for Redemption Rewards and obtain other benefits, subject to these Terms and Conditions. The terms ‘you’ and ‘your’ throughout these Terms and Conditions refer to any Member.

These One Key Terms and Conditions will apply to you if you create an Account or access your Account on a Participating Brand.

The Hotels.com® Rewards programme terms below will apply to you if you use your Account on Hotels.com in regions where One Key hasn’t launched yet.

NOTE THAT SECTION 9 GIVES US THE RIGHT TO MAKE CHANGES TO THESE TERMS AND CONDITIONS.

 

2. Enrolling in the Programme

The Programme is open only to individual people who are at least eighteen (18) years old—or the age of majority in their country of residence, whichever is older—and have a valid email address. You are responsible for ensuring that your participation in the Programme complies with your employer’s policies related to participation in loyalty or rewards programmes.

To enrol in the Programme, you must meet the eligibility requirements set out in this section and either (a) create an Account with Expedia, Hotels.com or Vrbo; or (b) sign in to your existing Account or (c) otherwise be asked to accept these Terms and Conditions. Upon doing so, you will be required to indicate your acceptance of these Terms and Conditions, and you will become a Member. Only eligible individuals can participate in the Programme. Companies, groups, organisations and travel agents cannot participate in the Programme. Accounts cannot be shared or transferred. Accounts are only for personal and non-commercial use. Your Account can be used on all Participating Brands.

If you’d rather not be part of the Programme, you can delete your Account and still book with Participating Brands as a guest. To find out more about how to delete your Account, please click here. If you delete your Account, you will no longer have access to your profile or Account statement information, you will no longer earn OneKeyCash on bookings and you will lose any OneKeyCash, Trip Elements and Tier status that you have previously accumulated. You will not be able to reactivate a deleted Account or the OneKeyCash associated with a deleted Account at the time of deletion, if any. If you want to join the Programme again in the future, you will need to create a new Account.

Membership in the Programme is void if prohibited by law in your country of residence, and these Terms and Conditions are subject to change (in accordance with Section 9 below) as may be necessary to comply with such laws or regulations.

3. Definitions

‘Account’ means the account you have (or create) with Expedia, Hotels.com or Vrbo. If you meet the eligibility requirements set forth in Section 2 above, that Account automatically gives you access to the Programme.

‘Base OneKeyCash’ means OneKeyCash that is earned by making an Eligible Booking through a Participating Brand but excluding Promotional OneKeyCash, as further explained in Section 4.2 below.

‘Completed’ means that the Member, or other travellers booked under the Account, must have completed the stay in an Eligible Hotel or an Eligible Accommodation Rental, flown on the Eligible Flight, used the Eligible Car, used the ticket(s) for the Eligible Activity or completed the Eligible Package.

‘Eligible Accommodation Rental’ means a stand-alone booking of a participating short-term rental accommodation booked by a Member through a Participating Brand and later Completed.

‘Eligible Activity’ means any stand-alone activities and Ground Transportation booked by a Member through a Participating Brand and later Completed.

‘Eligible Booking means a booking by a Member through a Participating Brand for any Eligible Accommodation Rental, Eligible Activity, Eligible Car, Eligible Flight, Eligible Hotel or Eligible Package that is later Completed.

‘Eligible Car’ means any standalone car hire booked by a Member through a Participating Brand that is later Completed.

‘Eligible Flight’ means any standalone flight booked by a Member through a Participating Brand that is later Completed, but does not include items not included in the fare such as seat choice or baggage.

‘Eligible Hotel’ means any standalone property that is not an Eligible Accommodation Rental and booked by a Member through a Participating Brand that is later Completed.

‘Eligible Package’ means any pre-paid hotel + flight, hotel + car, hotel + flight + car, flight + activity, flight + hotel + activity, hotel + activity and flight + car booked together by a Member through a Participating Brand that is later Completed.

‘Eligible Tier Booking’ means an Eligible Booking or a Redemption Reward which qualifies for a Trip Element.

‘Eligible Travel Component’ means any of the following: Eligible Activity, Eligible Accommodation Rental, Eligible Car, Eligible Flight or Eligible Hotel.

‘Ground Transportation’ forms part of Eligible Activity and means ground transportation booked by a Member at https://www.expedia.co.uk/ground-transfers that is later Completed.

‘Member’ means an individual who meets the eligibility requirements set forth in Section 2 above and has an Account.

‘OneKeyCash’ is earned as a part of the Programme in accordance with these Terms and Conditions and can mean Base OneKeyCash or Promotional OneKeyCash (each of which are explained in Section 4.2 and Section 4.3), or a combination of both. OneKeyCash can be earned on Eligible Bookings and on Promotional OneKeyCash offers. OneKeyCash can be used on Redemption Rewards.

Participating Brand means Expedia, Hotels.com, Vrbo and UK-specific versions or mobile versions of those sites, and any related mobile applications.

‘Pay Later’ means selecting the ‘Pay Later’ option (where available) prior to completing your booking. If you select the ‘Pay Later’ option, you will pay the Travel Supplier directly.

‘Pay Now’ means selecting the ‘Pay Now’ option prior to completing your booking. If you select the ‘Pay Now’ option, you will be charged the indicated amount to your preferred payment method immediately, less any OneKeyCash, vouchers or credits applied at checkout.

‘Programme Benefits’ means the additional benefits that a Member receives by being part of the Programme as set out here and updated from time to time.

Redemption Reward’ means a booking through a Participating Brand that can be paid for (or partially paid for) by the redemption of OneKeyCash by a Member in accordance with these Terms and Conditions. £1 in OneKeyCash will provide a £1 discount on a Redemption Reward.

‘Tier’ means either Blue, Silver, Gold or Platinum Tier as determined in accordance with these Terms and Conditions.

‘Travel Supplier’ means a provider of any element of an Eligible Booking including, but not limited to, a hotel, a short-term rental, an airline, an activity provider or a car hire agency.

‘Trip Elements’ is a method for calculating progress towards your Tier and is explained in Section 6.

4. Earning OneKeyCash

OneKeyCash and Trip Elements can only be earned by the Member who registered for and controls the Account through which any Eligible Booking is made. The Member will earn OneKeyCash and Trip Elements for all Eligible Bookings, regardless of the traveller(s) named on the booking. Additional individuals named as travellers on the itinerary of the Eligible Booking will not earn OneKeyCash or Trip Elements.

To earn OneKeyCash and Trip Elements for an Eligible Booking, you must be a Member prior to making an Eligible Booking and be signed in to your Account at the time of making the Eligible Booking. OneKeyCash will not be earned for bookings made on a Participating Brand when you are not signed in to your Account or if you create an Account after booking.  If you use a coupon when making an Eligible Booking, the value of the coupon will be deducted prior to calculating the OneKeyCash earned on the Eligible Booking. No OneKeyCash will be earned on the portion of the Redemption Reward which is fully paid for (or partially paid for) with OneKeyCash.

OneKeyCash cannot be earned on taxes and fees. In addition, if any additional amounts are payable to a Travel Supplier at the time of travel, check-in or check-out—including, but not limited to, taxes, security fees or deposits, resort fees, insurance or fuel charges—such amounts will not be included when calculating OneKeyCash (even where such amount is included in the total displayed when booking). No OneKeyCash or Trip Elements will be earned on change or cancellation fees imposed by Travel Suppliers or cancelled bookings or refundable damage deposits. If OneKeyCash is earned on an Eligible Booking made in a currency different to the currency associated with your Account, the value of the OneKeyCash earned for that booking will be converted based on the market exchange rate applicable on the date of booking.

After completing an Eligible Booking, the anticipated amount of OneKeyCash and Trip Elements to be earned will be held in pending status. The amount of pending OneKeyCash and pending Trip Elements are calculated at the time of making an Eligible Booking and are based on the details of the itinerary booked. Changes or cancellations to the booked itinerary may result in differences between the anticipated amount of pending OneKeyCash and pending Trip Elements, and the actual amount of OneKeyCash earned and actual Trip Elements collected for that itinerary. Pending OneKeyCash is not eligible to be used for Redemption Rewards and pending Trip Elements do not count towards Tier status. For pending OneKeyCash to move from pending to available status and pending Trip Elements to move to confirmed status, the Eligible Booking must be Completed, and will then be made available in your Account based on the time periods identified in the Posting/Reconciliation chart below. Once in available status, OneKeyCash can be used by the Member towards a Redemption Reward(s) and Trip Elements will count towards Tier status.

OneKeyCash is promotional in nature, cannot be purchased directly, has no cash value and may not be transferred to another Memb