Hotels.com Customer Service

Phone Number & Contact Info

Hotels.com's Best Phone Number

Toll-free·Calls Customer Service·Most popular Hotels.com number

How do I talk to a live human at Hotels.com?

A:Press 1 for English, then press 5. Next, press 2. Next, press 0.

Does Hotels.com offer 24 hour customer service?

A:Yes! This call center operates 24 hours a day, 7 days a week. The least busy day is Sunday, and the most busy day is Thursday.

How long will I wait on hold?

A:The average hold time is 1 minute and 26 seconds. The longest hold times are on Monday, and the shortest are on Friday. How is this calculated?

How do I get through the phone menu to a live person?

GetHuman researchers routinely call this Hotels.com phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest: Press 1 for English, then press 5. Next, press 2. Next, press 0.
Below are some clips we've found from Hotels.com's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:

Heard when the phone system first answers

"Welcome to Hotels dot com. Press one for English. Your call may be recorded or monitored to train agents. Ensure a quality experience, and help resolve any questions you may have. For more info on how we use call recordings, view the privacy statement on our web site. If you're calling with questions related to our new rewards program, one key press one now. If not, please stay on the line. Got it. Just so you know, you can easily view your One Key Cash earnings or request a correction via chat on our web site. If you prefer, you can stay on the line to wait for an agent."
Excerpt from a call with Hotels.com
Friday, January 26, 2024 10:07 AM

They may ask you to enter information with the dial pad

"Welcome to Hotels dot com. Press one for English. Your call may be recorded or monitored to train agents. Ensure a quality experience, and help resolve any questions you may have. For more info on how we use call recordings, view the privacy statement on our website.
If you're calling with questions related to our new select an option when you hear it.
And I'll get got it. Change a booking. To better help you please enter your confirmation number."
Excerpt from a call with Hotels.com
Thursday, February 29, 2024 8:53 AM

What are the hours and when should I call?

Hotels.com operates the call center for this 800-346-8357 phone number 24 hours, 7 days. The short answer is that you should call on a Friday. This observation and the following section are based on analysis of a sample set of 4,745 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this Hotels.com phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like Hotels.com staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.

The least busy time to call

The least busy day to call Hotels.com is Sunday. The most busy day to call is Thursday, which averages 51% more phone calls by comparison. Again, this is based on a sample of 4,745 calls made with our AI-powered, web-based phone in the last 90 days.

The shortest wait on hold

We measured the shortest hold times to be on Friday. The longest wait in the queue on average occurs on Monday, which is 623% longer than the minimum. As you can see, there is more fluctuation in hold time over the course of the week than there is in call volume.

The best time to call Hotels.com

In summation, the best day to call Hotels.com is Friday. It isn't the least busy day, but the fact that hold times are shortest combined with it being on the busy side tells us that Hotels.com staffs up on Friday to handle the higher call volume, and that makes it the best time to call.

Calling this Hotels.com Customer Number

Jeff Whelpley is the editor / author responsible for this content.
Jul 10, 2024

When you call the customer service line for Hotels.com, you encounter an automated messaging system. Two language options are offered: press 1 for English or press 2 for Spanish, which is awesome and helps increase caller accessibility. You're then informed that the call may be monitored or recorded to train agents, ensure a quality experience, and make sure all your questions are answered. You're also directed to the company's website if you'd like to read their full privacy statement.

Next, the following phone menu is presented:

  • Press 1 to cancel a booking
  • Press 2 to change a booking
  • Press 3 to find details about a booking
  • Press 4 for questions about the Hotels.com Visa Rewards Card
  • Press 5 if you're calling about Hotels.com's rewards program, One Key, or something else
  • Press 7 to repeat these options

I pressed option 7 more than once to make sure I was writing down the phone menu correctly, and interestingly, if you press that option more than twice, you're taken to a different phone menu. I suppose the system assumes you're having trouble if you press it more than twice.

I'm not sure how I feel about this feature. Perhaps it would be better to allow people to repeat the options multiple times and have an option to reach a representative, rather than assuming difficulty in under sixty seconds and presenting callers with an additional phone menu. You know?

I was eventually able to reach a representative, but it wasn't exactly a straightforward process. The person I spoke to was kind and helpful. I just wish the process of reaching an actual human being wasn't such a hassle. I'm sure there are other individuals who would have difficulty with this convoluted messaging system to the point they wouldn't be able to reach a rep at all, which defeats the purpose of a customer service number in the first place.

Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.

Why Customers Call Hotels.com

If you have time to do a bit of reading before you call Hotels.com, we recommend you read over some of our problem-specific articles.

Are pets allowed at Hotels.com hotels?

Yes, Hotels.com understands that pets are an important part of many families and as such, many of the hotels listed on our website do allow pets. However, pet policies vary by hotel, so it is important to check the specific hotel's policy before booking. Some hotels may have restrictions on the size, breed, or number of pets allowed. Additionally, there may be an additional charge or deposit required for bringing pets. To find pet-friendly hotels, simply use the filters on our website or app to select the "pet-friendly" option. We recommend contacting the hotel directly for any specific questions regarding their pet policies or restrictions. At Hotels.com, we strive to provide options that cater to all types of travelers, including those with furry friends.

Top Hotels.com customer service problems

Click the link above to get answers to just about any Hotels.com customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to Hotels.com, and their purpose. Are any of these similar to the reason you are trying to call?
: "undefined"
- From a call lasting 1m 4s , Jul 9, 2024 11:40 PM
: "undefined"
- From a call lasting 15s , Jul 8, 2024 9:38 PM
: "undefined"
- From a call lasting 2m 20s , Jul 8, 2024 9:30 PM
: "undefined"
- From a call lasting 15s , Jul 8, 2024 9:29 PM
: "undefined"
- From a call lasting 15s , Jul 8, 2024 9:28 PM
: "undefined"
- From a call lasting 2m 18s , Jul 8, 2024 7:25 PM
Issue with hotel stay: "I booked it on the third of July, and, you know, it shows that they have a beautiful pool, everything, but the air conditioner did not work."
- From a call lasting 15m 39s , Jul 7, 2024 9:18 PM
Hotel search in Texas: "I'm calling regarding trying to find a hotel in Texas City, Texas."
- From a call lasting 8m 13s , Jul 7, 2024 9:01 PM
Booking modification: "I missed the wrong date and need to change it to today for check-out tomorrow."
- From a call lasting 26m 59s , Jul 6, 2024 2:44 PM
Room change request: "I'm gonna stick with this, but I just want them to please change my room to double bed."
- From a call lasting 24m 59s , Jul 6, 2024 12:23 AM

More Hotels.com Customer Service Contacts

There are of course other ways to contact Hotels.com customer service besides the phone. Below we list the best ones, by medium.

Hotels.com Customer Help Desk / Web Support

service.hotels.com - Customer Service
Online customer service support
hotels.com - New Customers
This is the best link for the newest and most recent deals on Hotels.com
hotels.com - New Customers
This is the best link for the easiest and fastest way to online booking with Hotels.com
As a last, sometimes only, resort- Hotels.com customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.

Conclusion and closing notes

This is Hotels.com's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a Hotels.com agent. This phone number is Hotels.com's best phone number because 27,378 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-346-8357 include Recover Account, Cancel a Reservation, Change a Reservation, Make a Booking, Problem With a Rental and other customer service issues. The Hotels.com call center that you call into has employees from Philippines, El Salvador and is open 24 hours, 7 days according to customers. In total, Hotels.com has 1 phone number. It's not always clear what is the best way to talk to Hotels.com representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.

GetHuman does not provide call center services or customer support operations for Hotels.com. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like Hotels.com. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.

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