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. Neither companies, groups, organisations, nor travel agents can 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 at 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 stand-alone car hire booked by a Member through a Participating Brand that is later Completed.

“Eligible Flight” means any stand-alone 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 stand-alone 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 at 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 BaseOneKeyCash 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, coupons or credits applied at checkout.

“Programme Benefits” means the additional benefits 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 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 Member or redeemed for cash under any circumstances. OneKeyCash may not be assigned, sold, transferred and/or pledged by you to any third party. You have no property rights or other legal interests in OneKeyCash. You are responsible for any personal tax liability that may be related to participation in the Programme and redemption of any Redemption Rewards.

4.1 OneKeyCash and Trip Element Posting/Reconciliation

See chart below for the length of time it may take for OneKeyCash and Trip Elements to move from pending to available status.

Eligible Booking
OneKeyCash and Trip Element confirmation timing
Hotel paid at time of booking (“Pay Now”)Up to 3 days after the Eligible Booking is Completed.
Hotel paid at time of stay (“Pay Later”)Up to 35 days after the Eligible Booking is Completed.
Accommodation RentalUp to 45 days after the Eligible Booking is Completed.
FlightsUp to 10 days after the Eligible Booking is Completed.
PackagesUp to 3 days after the Eligible Booking is Completed.
Car (“Pay Now”)Up to 3 days after the Eligible Booking is Completed.
Car (“Pay Later”)Up to 90 days after the Eligible Booking is Completed.
ActivitiesUp to 3 days after the Eligible Booking is Completed.

4.2 Earning Base OneKeyCash

Base OneKeyCash can be earned by making an Eligible Booking through a Participating Brand as set forth below.

Eligible Flights

Earn 0.2% in OneKeyCash per £1 spent (excluding taxes and fees) on Eligible Flight Bookings booked through a Participating Brand.

Eligible Bookings (non-flight)

Earn 2% in OneKeyCash per £1 spent (excluding taxes and fees) on the following Eligible Bookings booked through a Participating Brand:

  • Eligible Hotels
  • Eligible Accommodation Rentals
  • Eligible Activities
  • Eligible Packages
  • Eligible Cars

Non-Eligible Bookings

Purchases other than those expressly listed above are not eligible to earn OneKeyCash or Trip Elements. These include but are not limited to:

  • Gift cards
  • Bookings made on the “Groups & Meetings” link on a Participating Brand
  • Insurance
  • Flights booked directly via an airline’s website, even if your original flight search was conducted on a Participating Brand
  • Pricing products

4.3 Promotional OneKeyCash

From time to time, we may offer opportunities to earn additional OneKeyCash on Participating Brands (“Promotional OneKeyCash”), at our sole discretion.

All applicable terms and conditions associated with the specific Promotional OneKeyCash offer must be met in order to earn the OneKeyCash.  OneKeyCash earned through a Promotional OneKeyCash offer will be posted to your Account as pending and will move to available status in accordance with the offer-specific terms and conditions. Promotional OneKeyCash offers do not apply to cancelled bookings. Promotional OneKeyCash offers are applied based on meeting eligibility requirements at the time of the original booking as set out in the offer-specific terms and conditions. Promotional OneKeyCash may have different expiry periods to Base OneKeyCash, please check the offer-specific terms and conditions. Promotional OneKeyCash offers are limited to the offer recipient, promotional in nature, may not be transferred to another Member and may not be redeemed for cash under any circumstances.

 

4.3.1 Preferred Inventory OneKeyCash

Preferred Inventory includes standalone VIP Access properties, is liable to change at any time, and will be displayed where applicable to your search, along with any additional terms and conditions (if applicable) (“Preferred Inventory”).

Promotional OneKeyCash offers which are Preferred Inventory OneKeyCash offers will be awarded at the following rates, based on the Member’s Tier at the time of booking:

  • Blue members: no additional Preferred Inventory OneKeyCash awarded on Eligible Bookings.
  • Silver members: 3% in OneKeyCash earned per £1 spent (excluding taxes and fees) on an Eligible Booking.
  • Gold members: 4% in OneKeyCash earned per £1 spent (excluding taxes and fees) on an Eligible Booking.
  • Platinum members: 6% in OneKeyCash earned per £1 spent (excluding taxes and fees) on an Eligible Booking.

For Preferred Inventory OneKeyCash to move from pending to available 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 in section 4.1. Preferred Inventory OneKeyCash offers are not applicable to changed bookings. You will not earn additional Trip Elements on Preferred Inventory OneKeyCash offers.

As is the case with all categories of OneKeyCash, Preferred Inventory OneKeyCash is promotional in nature, has no cash value and may not be transferred to another Member or redeemed for cash under any circumstances.

4.4 OneKeyCash Expiration

Subject to the paragraph below, Base and Preferred Inventory OneKeyCash in your Account will not expire as long as you have made an Eligible Booking or redeemed a Redemption Reward through a Participating Brand on your Account at least once every eighteen (18) months. If there has been no such activity, all accumulated Base and Promotional OneKeyCash in your Account will expire and will not be reinstated. Promotional OneKeyCash may have a different expiry period, please check the offer-specific terms and conditions for details.

OneKeyCash that has been converted from Expedia Rewards points and Hotels.com Rewards stamps and reward nights will retain original expiry dates from those programmes, unless an Eligible Booking or Redemption Reward is made through a Participating Brand on your Account once you become a One Key member in which case the above paragraph will apply.

5. OneKeyCash Redemption – General terms and exclusions

OneKeyCash can be used for Redemption Rewards when signed in and where specified on a Participating Brand and subject to the further terms relating to each booking type set out in Sections 5.1 to 5.5 below.

Redeemed OneKeyCash will be deducted from your Account at the time of booking. You may be provided with the option to adjust the amount of OneKeyCash to be applied on your Redemption Reward; where the option is provided you will see this on the checkout page. This option may not be available on all Redemption Rewards, or all Participating Brands.

If OneKeyCash is used on a Redemption Reward made in a currency different to the currency associated with your Account, the value of the OneKeyCash used will be converted to the currency of the Redemption Reward based on the market exchange rate applicable on the date of booking, and deducted from your Account.

OneKeyCash cannot be used on any Pay Later bookings, or when using buy now pay later payment methods. OneKeyCash cannot be used where a booking is made with a credit card with a currency different to the currency of the region you are shopping in. OneKeyCash is a promotional instrument and only redeemable on Redemption Rewards. OneKeyCash cannot be used or refunded for cash in any currency and has no cash value. Unless stated otherwise, OneKeyCash cannot be combined with gift cards, coupons, upgrades, awards or promotions. OneKeyCash cannot be used on previously paid bookings; packages; or insurance (except where noted below). OneKeyCash can be used on taxes and fees, however it cannot be used on: any additional amounts payable to the 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, even where such amounts are included in the total displayed when booking); cancellation fees or change fees or other exclusions as listed under each category below. Redemption Rewards are not valid where prohibited by law.

Please see below for further terms relating to redemption of OneKeyCash on flights, hotels, accommodation rentals, cars and activities.

5.1 Flight redemptions

Subject to the general exclusions set out at Section 5 above, flight Redemption Rewards are available on eligible airlines, and on insurance. In order to book a flight using OneKeyCash, you must have enough OneKeyCash available to cover the entire cost of the flight being booked, including all taxes and fees. OneKeyCash cannot be used to pay for items not included in the fare such as seat choice or baggage, and cannot be used to pay for flight booking changes. If you do not see the ability to apply OneKeyCash on the checkout page, this is an indicator that: you do not have enough OneKeyCash to cover the entire flight cost; you have added additional items for purchase such as seat choice or baggage and/or the flight is not eligible for a Redemption Reward and, therefore, ineligible to use OneKeyCash on that booking. Flights do not have to be return; one-way flights and flights into and out of different airports are permitted. Holds cannot be placed on flight Redemption Rewards. Only the Member can use OneKeyCash to book a flight on their Account, but the flight Redemption Reward may be booked in the name of the Member or any other person the Member designates.

5.2 Hotel redemptions

Subject to the general exclusions set out at Section 5 above, you can use available OneKeyCash to pay the partial or full cost of a “Pay Now” hotel. OneKeyCash can only be used where payment is being made on a Participating Brand at time of booking where the “Pay Now” option is presented. OneKeyCash may be used on insurance where the redemption is being made with a “Pay Now” hotel as described in this paragraph.

5.3 Short Term Rental Redemptions

Subject to the general exclusions set out at Section 5 above, you can use available OneKeyCash to pay for the partial or full cost of a participating short-term rental. Where a participating short-term rental offers multiple instalment payments, OneKeyCash may only be used to pay for the partial or full cost of a first instalment payment. OneKeyCash cannot be used on a refundable damage deposit. Where making a booking request, OneKeyCash is only used to pay for the partial or full cost of the participating short-