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Hotels.com is a legitimate booking site owned by Expedia Group, with an A+ BBB rating and a 4.8 rated app. It is a convenient way to compare and book hotels, but it no longer has the old 10-nights-for-1 stamps or a price guarantee, and One Key now returns 1% to 3% depending on your tier. Customer service is the weak spot: 69% of its Trustpilot reviews are one star, mostly over hard-to-reach support and unexpected charges, so book refundable rates when plans may change and confirm with the hotel.
- Owner
- Expedia Group, Inc. (Nasdaq: EXPE), Seattle; it also owns Expedia, Vrbo and a majority of trivago1
- Rewards
- One Key, shared with Expedia and Vrbo: 1% (Blue), 2% (Silver and Gold) or 3% (Platinum) back in OneKeyCash on eligible hotels and rentals since July 28, 20262
- Price guarantee
- Hotel Price Guarantee ended for new bookings on July 28, 20262
- Old Hotels.com Rewards
- Replaced by One Key, which Expedia Group announced on July 17, 2023 across Expedia, Hotels.com and Vrbo3
- Cost to use
- Free to search and book; you pay the room rate shown at checkout plus taxes2
- Mandatory fees
- Since May 12, 2025 the FTC requires U.S. hotel prices to include mandatory fees such as resort fees7
- BBB
- A+, accredited since April 28, 2025; 1,658 complaints in the last 3 years4
Pros
- Owned by Expedia Group and rated A+ by the BBB
- OneKeyCash works across Hotels.com, Expedia and Vrbo
- Member Prices on select hotels
- Highly rated app with about 2.3 million ratings
Cons
- One Key returns 1% to 3%, far less than the old 10-nights-for-1 stamps
- Hotel Price Guarantee ended July 28, 2026
- 69% one-star reviews on Trustpilot, mostly about support
- You usually don't earn hotel chain points or elite benefits
Best for: Travelers who book independent or mid-range hotels a few times a year and want one place to compare and earn a small rebate.
Skip it if: You hold status with a hotel chain or need easy help when plans change, since booking direct earns more and puts you in touch with the hotel.
Hotels.com vs. competitors
| Company | Rewards | Price match | BBB | Trustpilot |
|---|---|---|---|---|
| Hotels.com | One Key, 1% to 3% back | Ended July 28, 2026 | A+ | 3.2 (16,485 reviews) |
| Expedia | One Key, 1% to 3% back | Ended July 28, 2026 | A+ | 3.5 (24,375 reviews) |
| Booking.com | Genius, 10% to 20% off at participating stays | Yes, with exclusions | F | 1.4 (128,565 reviews) |
| Agoda | AgodaCash and member deals | Best Price Guarantee | C- | 2.9 (about 54,100 reviews) |
Hotels.com pricing at a glance
One Key earn rates on Hotels.com under terms effective July 28, 20262
| One Key tier | OneKeyCash on eligible hotels and rentals | OneKeyCash on flights |
|---|---|---|
| Blue | 1% back | None |
| Silver | 2% back | None |
| Gold | 2% back | None |
| Platinum | 3% back | None |
OneKeyCash is worth $1 per $1 on eligible bookings across Expedia, Hotels.com and Vrbo, and stays active if you make an eligible booking at least once every 18 months.
Hotels.com, step by step
Search and sign in
Search by city, dates and guests. Signing in to One Key shows Member Prices on select hotels.
Check the rate rules
Look at whether the rate is refundable, the cancellation deadline and whether you pay now or at the property.
Compare the full total
Compare the checkout total, including taxes, with the hotel's own site and a comparison site before you book.
Book and confirm
Hotels.com emails a confirmation with your itinerary number. Contact the hotel a few days before arrival to confirm the reservation.
Earn and use OneKeyCash
Eligible stays earn 1% to 3% back by tier, which you can spend on later Hotels.com, Expedia or Vrbo bookings.
Hotels.com legitimacy and licensing
Yes. Hotels.com is one of Expedia Group’s three core brands, along with Expedia and Vrbo. Expedia Group is a public company in Seattle. The BBB rates Hotels.com A+ and has accredited it since April 2025, though it lists 1,658 complaints in three years.
The main scam risk comes from fake customer service numbers in search ads and forums. Contact Hotels.com only through the app, your confirmation email or hotels.com.
Hotels.com rewards after the 2026 One Key changes
Hotels.com once gave a free night after 10 paid nights. Expedia Group replaced that program with One Key, announced July 17, 2023, which shares rewards across Expedia, Hotels.com and Vrbo.
Under terms effective July 28, 2026, you earn OneKeyCash on eligible hotel and rental bookings at 1% for Blue, 2% for Silver and Gold, and 3% for Platinum members. OneKeyCash is worth $1 per $1 on later bookings and stays active if you book at least once every 18 months. Flights no longer earn OneKeyCash, though they still count toward tier status.
Is Hotels.com cheaper than booking direct?
Sometimes. Member Prices can beat the hotel’s public rate, but Hotels.com does not promise the lowest price, and its Hotel Price Guarantee ended for new bookings on July 28, 2026.
Since May 12, 2025, the FTC’s fee rule requires U.S. hotel prices to include mandatory fees such as resort fees; taxes can still be added at checkout. Compare the final total for the same room and cancellation terms on Hotels.com, a comparison site and the hotel’s own site.
What customers say about Hotels.com
Recurring themes across the review sites and complaint records listed above, not individual quotes.
Common praise
- Easy searching and booking
- Competitive prices on many hotels
- Detailed property information
- Well rated mobile app
Common complaints
- Hard to reach a live agent when something goes wrong
- Unexpected fees or charges
- Problems changing or cancelling reservations
- Property descriptions that don't match the stay
Hotels.com complaints and how to avoid problems
Most one-star reviews describe trouble reaching a live agent, extra charges, difficulty changing or cancelling and rooms that didn’t match the listing.
- Book a refundable rate when your plans may change.
- Screenshot the price, room type and cancellation rules at checkout.
- Email or call the hotel a few days before arrival to confirm your reservation.
- If a refund stalls, use the in-app help, then file with the BBB or dispute the charge with your card issuer.
Cancellations and refunds
Your refund depends on the rate. Refundable rates can be cancelled for free until the deadline shown at booking; nonrefundable rates usually can’t be refunded. Cancel in your Hotels.com trip or through support, and keep the cancellation confirmation. If the hotel can’t honor your booking, ask Hotels.com to rebook or refund you before you pay elsewhere.
Alternatives to Hotels.com
- Book directly with the hotel Usually the only way to earn the chain's points and elite perks, and the hotel can fix problems directly.
- Expedia Same One Key rewards and owner, plus flights, cars and packages that can cost less than booking separately. Read review
- Booking.com Free Genius discounts of 10% to 20% at participating properties and a price match after booking, though its service ratings are lower. Read review
- KAYAK or trivago Free comparison sites that show Hotels.com's rate next to other sites and the hotel's own price. Read review
Hotels.com reviews
Written by readers, read by our moderators, never edited by the company.
No reader reviews yet. If you have used Hotels.com, yours will be the first.
Write a reviewHow do I know I can trust these reviews about Hotels.com?
- Every reviewer confirms an email address before a review can publish.
- Our moderators read every review before it publishes.
- Companies can respond publicly but can never edit, hide or remove a review.
- Paying BestGuide never changes the reader rating or which reviews publish.
Frequently asked questions
Is Hotels.com legit and safe?
Yes. It is owned by Expedia Group and rated A+ by the BBB. Use only the contact details in the app, your confirmation or hotels.com to avoid fake support numbers.
Who owns Hotels.com?
Expedia Group, Inc., which also owns Expedia, Vrbo and a majority of trivago.
Does Hotels.com still give a free night after 10 nights?
No. Hotels.com Rewards was replaced by One Key, announced in July 2023. Since July 28, 2026, One Key pays 1% to 3% back in OneKeyCash on eligible hotels, depending on your tier.
Does Hotels.com have a price match?
Not for new bookings. Its Hotel Price Guarantee ended on July 28, 2026, though bookings made before that date may still qualify.
Are Hotels.com and Expedia the same?
Both are Expedia Group brands and share One Key rewards, but they are separate sites. Expedia also sells flights, cars and packages.
Do you save money on Hotels.com compared with booking direct?
Sometimes, especially with Member Prices. Compare the final total with the hotel's site, and remember booking direct usually earns hotel points.
How do I get a refund from Hotels.com?
Cancel through your trip before the deadline on a refundable rate. Nonrefundable rates usually aren't refunded unless the hotel agrees.
Why are Hotels.com reviews so bad on Trustpilot?
69% of its 16,485 Trustpilot reviews are one star, mostly over reaching support, extra fees and booking changes. Its app rating is much higher, at 4.8 from about 2.3 million ratings.
Do I earn hotel points booking through Hotels.com?
Usually not. Hotel chains generally don't award points or elite benefits on bookings made through travel agencies.
Does OneKeyCash expire?
It stays active as long as you make an eligible booking at least once every 18 months.
Sources (7)
Facts on this page come from company websites, government agencies and regulators, checked on the dates shown. Editorial standards
- SEC EDGAR: Expedia Group Form 10-K for 2025 (accessed October 12, 2026)
- Expedia: One Key Terms and Conditions (accessed October 12, 2026)
- Expedia Group: One Key launch announcement (July 17, 2023), via Nasdaq (accessed October 12, 2026)
- BBB: Hotels.com business profile (accessed October 12, 2026)
- Trustpilot: Hotels.com reviews (accessed October 12, 2026)
- Apple App Store: Hotels.com (accessed October 12, 2026)
- FTC: Rule banning junk ticket and hotel fees (accessed October 12, 2026)
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