Hotels.com Rewards Terms and Conditions

Last updated on 4 November 2022

 

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 related to your booking, 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 Group will not be able to collect Stamps or redeem Reward Nights if they make a booking using an employee discount. If an Expedia Group employee makes a booking without using their discount, they will be able to collect Stamps and redeem Hotels.com Rewards Nights.

 

COLLECTING STAMPS

You will collect 1 Stamp for every night you stay at an eligible Hotels.com Rewards property. Collect 10 Stamps and we will give you 1 Reward Night. You must be signed in to your Hotels.com account when you book online and 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 property 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 hotel, 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 Reward 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:

  1. Bookings made with an affiliate Hotels.com site
  2. Bookings made before you joined the Program
  3. Package bookings i.e. property + flight
  4. Some bookings made using a discount coupon, voucher or code – you will need to check the terms for each of these
  5. Bookings made through Group Travel Services
  6. 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 below), 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.

 

HOTELS.COM 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 Hotels.com Rewards members are eligible for amenities at selected 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, room type, availability and travel dates and are subject to change at any time. A minimum length of stay may be required. 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.

 

VIP ACCESS PROPERTIES

 Silver and Gold Hotels.com Rewards members are eligible for exclusive amenities at 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.

Properties participating in the VIP Access property network that offer benefits 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 customers 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 to availability.

 

CHANGES AND 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 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.

 

GENERAL HOTELS.COM REWARDS TERMS & CONDITIONS

We reserve the right to discontinue your membership if you act fraudulently or use our loyalty 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. To the extent permitted by law, 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.

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. In this regard, you may have certain rights under the Australian Consumer Law known as "consumer guarantees." These rights include (but are not limited to) guarantees that the services supplied by us will be carried out by us with due care and skill and will be reasonably fit for the purpose disclosed. Nothing in these Terms and Conditions is intended to exclude or restrict any non-excludable rights that you have under the Australian Consumer Law.

To the fullest extent permitted by law, you release Hotels.com and its affiliates, suppliers and partners from all liability regarding the earning, redemption, and use of Stamps, including any 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.

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 available at https://au.hotels.com/customer_care/privacy.html 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.

If you have any questions about these terms and conditions or your rights and obligations, these will be governed, and construed in accordance with, the laws of New South Wales.

The Program may be void where prohibited by law. Our failure to enforce any provision of these terms and conditions shall not constitute a waiver of that or any other provision. To the extent permitted by law, 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; and
  •         users of the Mobile Application (as defined in these terms and conditions below).

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.

Mobile Application users – 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 property search and are liable to change at any time.

Where a Member Price is displayed next to a price which has been stuck 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 "Prices" section of these terms and conditions will also apply to Member Prices.