Get a Refund from Hotels.com

Securing a refund from Hotels.com can feel complicated, especially when a booking is marked 'non-refundable' or you've already checked out. But you have consumer rights that can help you get your money back if things went wrong. This guide will walk you through the process.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

Skip the writing, get your claim in 15 seconds.

We'll draft a firm, ready-to-send demand tailored to your situation. Free.

Build my claim →

Your rights

Your primary rights depend on the nature of your claim. For cancellations, Hotels.com's own policy, often offering free cancellation within a specific window, is key. If the hotel service itself was substandard, not as described, or not fit for purpose, you may have rights under consumer protection laws. In the UK, this would be the Consumer Rights Act 2015, which states services must be performed with reasonable care and skill. For payments over £100 made on a credit card, Section 75 of the Consumer Credit Act 1974 can make your card provider jointly liable. For debit or credit card payments, you can also explore a chargeback through your bank if the service was not delivered or was significantly different from what was advertised.

Step by step

1Review your Hotels.com booking details and the hotel's specific cancellation policy. Many bookings offer free cancellation up to a certain date.
2Gather evidence: document any issues with photos, videos, screenshots of misleading descriptions, and records of communication with the hotel or Hotels.com.
3Contact Hotels.com customer service directly. Clearly explain the problem, state what resolution you expect (e.g., full or partial refund), and provide all your evidence.
4If Hotels.com does not resolve your issue satisfactorily, escalate your complaint. Consider initiating a Section 75 claim with your credit card provider or a chargeback request with your bank, providing them with all your evidence and communication history.

What they'll say, and your comeback

“Your booking was non-refundable, so we can't offer a refund.”

Comeback, While the booking may be non-refundable for a change of mind, my claim is based on the service not being as described or fit for purpose, which falls under consumer protection laws. I expect a refund for the failure to provide the service I paid for.

“You should have raised this issue with the hotel directly during your stay.”

Comeback, I did raise the issue with the hotel at the time, or the issue was not fully apparent until after my stay. Regardless, Hotels.com is the booking agent, and I expect your assistance in resolving this consumer dispute.

“The hotel is responsible for the service, not Hotels.com.”

Comeback, As the platform through which I booked and paid for the service, Hotels.com has a responsibility to ensure the booking meets reasonable expectations and consumer law. I expect you to mediate or facilitate a refund given the issues encountered.

FAQ

Can I get a refund for a non-refundable Hotels.com booking?

Yes, potentially. While 'non-refundable' typically means you can't cancel for a refund if you change your mind, it doesn't waive your consumer rights if the service was not provided as advertised, was unsafe, or significantly substandard. You can pursue a refund based on a breach of contract or consumer protection laws.

What if Hotels.com says the hotel won't authorise a refund?

If Hotels.com acts as an agent, they should still advocate for you. If the hotel refuses, and you have strong evidence of a service failure, you can still pursue a chargeback through your bank or a Section 75 claim if applicable, as the payment was ultimately for a service not delivered as promised.

Ready to get your money back?

Reclaim it now, free →

More money you might be owed

A self-serve tool, not a law firm. General information, not legal advice.