How to redeem a Hotels.com gift card

Do I use a Hotels.com gift card at checkout or in my account?

At checkout. You type the card number at the payment stage of each booking, the way you would enter a bank card. If a stay costs less than the balance, the leftover remains on the gift card. The US terms rule out a cash payout. To see what is left, click Check balance on the Hotels.com gift card page and enter the card number and PIN. Stays paid with a gift card still earn OneKeyCash, though the card purchase itself does not.

Can I use a UK Hotels.com gift card on the US site?

No. US cards are issued only in US dollars and can be redeemed only at hotels.com (US). UK cards may be redeemed only at uk.hotels.com for eligible new Pay Now hotel bookings. The hotel itself can sit in any destination that site sells, from Tokyo to Lisbon. Cards issued in different countries cannot be merged with each other. Validity differs too: UK cards expire three years after purchase, while US cards carry no expiry date and no balance fees.

What if my Hotels.com gift card is declined?

Work through these checks.

• Wrong rate type: the card pays only for new Pay Now bookings, not Pay Later, packages or Groups and Meetings bookings.
• Two cards on one booking: only one card is accepted, so merge the balances first.
• Balance too low: a purchase above the balance can be declined; split the rest onto a credit or debit card.
• Hotel hold: a temporary hold placed by a hotel can cause a decline when the balance is short.

Lost or stolen cards are not replaced. For balance or merge questions, email [email protected] or use Hotels.com customer service, open 24 hours a day by chat or phone. Bought the card from us? Send the order number to [email protected] and we will check the delivery.