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Loyalty | Hotels.com Rewards | Overview—non-US POSa
Article Record Type
Foundation
Article Number
000001463
Legacy Id
11123
Publication Status
Published
New Info
Last Published Date
2/1/2024, 12:21 PM
Topics:
All Roles
All Brands
Reservation Services
Hotels.com
Lodging
Loyalty
Details
Update history
Oct 25, 2022 Changed Secret Prices to Member Prices
July 11, 2022 Updated Enroll travelers in Hotels.com Rewards section


Important
Before you begin

Always use the correct reward terminology for your point of sale!
The program is open to travelers age 18 and older (or the age of majority in the relevant country) who sign up for an account with a valid email address.
They must be enrolled and signed into their account to collect stamps. After they collect 10 stamps, they get 1 reward night.
Reward night redemptions do not cover taxes and fees.
If they choose a room that costs more, they pay the difference.
If they choose a room that costs less, they forfeit the remaining amount of the reward night.
Collected stamps and reward nights expire after 12 months if there is no account activity.
The 12-month period begins with the most recent activity in the account.
Collecting stamps counts as account activity.
Redeeming reward nights does not count as account activity unless the stay is completed before the expiration date.
Note: Check exceptions for COVID.


Policy
Hotels.com Rewards membership
Basic benefits
New members start out with Purple membership and the basic benefits: Get 1 reward night for every 10 stamps collected, plus Member Prices on our site.



Upgrade to Silver and Gold
Members become Silver and Gold by collecting a certain number of stamps within the qualifying time period. The qualification time period is from the join date to anniversary date for the first year, then anniversary to anniversary each year thereafter.

Upgrades to Silver and Gold happen as soon as they've collected enough stamps to qualify.

At the end of the qualifying time period, if they haven't collected enough stamps to earn or maintain Silver or Gold membership, they'll be downgraded to the membership that matches the number of stamps they collected.



Membership Total stamps needed
Purple
0-9 stamps

Silver
10 -29 stamps

Gold
30 or more



Benefits by membership
Benefit Purple Silver Gold Notes
For every 10 stamps collected, get 1 reward night
✓

✓

✓

Collect 1 stamp for every night stayed at eligible properties.

The reward night is equal to the average value of all the 10 nights collected, excluding taxes and fees.
Reward nights can be redeemed on pay now stays.
Member Prices
✓

✓

✓

Rewards members and mobile app users receive Member Prices on participating hotels.

Member Prices appear on our site for select properties.
They can earn stamps on bookings with Member Prices like they would with any other eligible property.
Priority Customer Service
✓

✓

Shorter wait times than non-members.
Hassle Free Travel Guarantee
✓

✓

We'll help minimize hotel charges or cancellation fees as much as possible.
Fast Track
✓

✓

When members reach Silver or Gold status, they get an email notice (and congratulations). This email may include a Fast Track coupon to collect extra stamps, helping them unlock the next tier or maintain their current tier.

Price Guarantee Plus
✓

✓

If a member finds a better price on exactly the same stay up to the time of check-in, we'll refund the difference, or cancel/rebook if it's a refundable rate on our site.
Exclusive Deals and promotions
✓

Special deals and other gifts are sent as they're determined.
Value Add Promotion (VAP)
✓

✓

Extra amenity offered by the hotel such as a food or beverage credit or discounted hotel service.
VIP access
✓

✓

Free WiFi
VIP room upgrades and more
✓

Early check-in, late check-out, and free room upgrades where available.
Top of page



Enroll travelers in Hotels.com Rewards
You can't enroll travelers into Hotels.com Rewards. Travelers must sign-up online.

The account point of sale will default to the site where they earned the points when the account was created.
Once an account is created, we can't change the preferred point of sale.


How it works
Method How to enroll
Self-enrollment (online)
Travlers can go to Hotels.com website via desktop or mobile app to join.

On the Hotels.com Rewards banner, click Find out more to learn about the program, and Join now.
They'll be asked to create a password during the enrollment process.

Note: If the traveler enrolls while booking, and the credit card's in someone else's name:

The Hotels.com Rewards account will be created in the credit card holder's name (not the traveler's name).
They can change this information in their online account's settings and details.


New Customer Development (NCD) emails offering enrollment
Hotels.com is encouraging new travelers to join Hotels.com Rewards program through marketing email campaigns.

You'll only know if they received an invite if they mention it to you.
Travelers can only collect NCD stamps once on either their first or second Hotels.com booking, and only on the most recent booking.
If they join Hotels.com Rewards and book again, they can collect retroactive stamps on their most recent booking as well as the new booking. They must click through their email and make another booking within 26 days from checkout.
They must join first, then make their new booking, in order to collect stamps.
The system will automatically add stamps for both bookings within 72 hours of checkout of the new booking.
Stamps for the old booking appear as NCD manual add in the customer's account.
Stamps for the new booking are regular reward stamps and will display an itinerary and a hotel name.


If they never received their NCD stamps

If
Then

Pre-stay

Create Loyalty Corrections SR for follow up after check out to add stamps manually.

Post-stay
They didn't click the email offer link
Confirm with the customer that they received an NCD email with a retroactive stamps offer within 26 days of checkout.
Check the date of the most recent booking and that they joined Hotels.com Rewards within 24 hours.
Confirm there are no other stamps labeled as NCD in the account.
If no other NCD stamps appear, add stamps manually for the most recent booking.
In the hotel name field, enter NCD.
Stamps will be added by the system for the new booking if the customer was logged in when they made it.
If the account already has NCD stamps, don't add more.

Post-stay
They clicked the email offer link
Confirm that it's been more than 72 hours since the checkout date of the new booking.

If it hasn't been more than 72 hours: Tell them they'll get stamps for both bookings within 72 hours of completing their stay.
If it has: Create a Loyalty SR scheduled for immediate follow-up. They will resolve within 72 hours.
Don't add stamps manually, as this may cause duplication.

Top of page

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Article
Loyalty | Hotels.com Rewards | Escalated issues—non-US POSa
Article Record Type
Process
Article Number
000001649
Legacy Id
21560
Publication Status
Published
New Info
RECENTLY UPDATED
Last Published Date
4/2/2024, 10:06 PM
Topics:
All Roles
All Brands
Cancel
Reconfirm
Hotels.com
Lodging
Loyalty
Details
Update history

April 2, 2024 Updated email address to [email protected]
February 16, 2024 Updated email address [email protected].


Before you begin
Use this help topic to resolve loyalty questions about travel completed before the traveler became a One Key member.

Process
Manually add missing reward stamps
Note: Only use the Voyager Classic point adjustment tool for points of sale that have not launched One Key. Once a point of sale has launched One Key, use Voyager Next to add rewards. To learn how, see help topic Loyalty | One Key | Legacy conversion—US POSa.



Steps for Voyager Classic
In Voyager Classic, on the Account tab > Loyalty Program tab > select Adjust.
Select the e tab.
Click next to each reward night that you need to reactivate, then click Submit.
If you're unable to reactivate reward nights:

Create a Loyalty Service Request (SR).
Schedule the SR for immediate action.
Let the traveler know that we'll resolve the request within 72 hours.
Offline agents: If you can't add a night because the amount is more than the limit allowed in Voyager Classic, email [email protected] explaining the situation and asking for the night to be added. Tell the traveler that we're working on their request and it will be updated within 72 hours.
Note: If the traveler redeemed a reward night for a hotel that costs less than the reward value:

The Hotels.com Rewards account and Voyager display the lower amount next to the reward night.
The traveler's email confirmation and the Reactivate tab in Voyager shows the original value of the reward night.
If this happens, reactivate the reward night at its original value.
Top of page



Make Hotels.com Rewards night available immediately
Customers can typically use their reward night 72 hours after issues related to the following have been resolved:

Unlocking reward nights
Unable to sign-in to their account or other password issues
Account merge issue
Other complex rewards issues
If the customer needs to make a new booking immediately or they can't wait for 72 hours, use the process below:



How it works
Create a Loyalty Correction service request.
Schedule the case for follow-up within 2 hours.
Tell the customer they'll get an email with the resolution within 3-4 hours.
Top of page



Manually redeem a Hotels.com Rewards night on an existing itinerary
You may only redeem, or force redeem, a reward night in the case of an agent error or technical problem that prevented the customer from redeeming the reward.



How it works
Remove the reward night.
Open the loyalty account.
Select Adjust.
Go to the Redeem tab.
Select the reward night you want to redeem.
Click Submit.
If you're manually redeeming multiple reward nights on the same itinerary:
Enter a different Stay Date for each one.
Submit a single refund for the total amount instead of separate refunds for each night.
If the account has earned stamps for the stay, remove the stamps earned for nights you are applying the forced redemption on.
If the account has not earned stamps, create a Loyalty Correction service request in Voyager Next, scheduled for follow up on the day after the scheduled check-out date.
After redeeming:
Issue a refund using reason code Specialty Customer & Employee Discount and secondary reason Force Redemption.
The refund amount shouldn't be more than either the nightly rate or the value of the reward night.
If you're unable to manually redeem rewards nights:

Create a Loyalty Correction Service Request (SR).
Schedule the SR for immediate follow-up.
Let the customer know that we'll resolve the request within 72 hours.
Top of page



Reactivate a Hotels.com Rewards night
Only reactivate a Hotels.com Rewards night when a penalty is being waived, or if the booking was changed or canceled outside the penalty window and the system didn't automatically return the reward night to the account.

In Voyager, on the Account Activity page, click the Adjust button next to the itinerary or at the top of the account.
Select the Reactivate tab.
Click next to each reward night that you need to reactivate, then click Submit.
If you're unable to reactivate reward nights:

Create a Loyalty Service Request (SR).
Schedule the SR for immediate action.
Let the customer know that we'll resolve the request within 72 hours.
Offline agents: If you can't reactivate the night or the reactivate button is grayed out, email [email protected] explaining the situation and asking the night to be reactivated. Tell the traveler we're working on their request and it will be updated within 72 hours.
Note: If the customer redeemed a reward night for a hotel that costs less than the reward value:

The Hotels.com Rewards account and Voyager display the lower amount next to the reward night.
The customer's email confirmation and the Reactivate tab in Voyager shows the original value of the reward night.
If this happens, reactivate the reward night at its original value.
Top of page



Combine Hotels.com customer accounts - Tier 3 only
Though we don't technically combine accounts, you can manually move rewards from one account to another if the traveler can't access the email associated with their account. See Traveler wants to change their email address.

Top of page



Manually add rewards
Look how many stamps the account has

More than 10:
Create a Loyalty Correction Service Request (SR).
Schedule the SR for immediate action.
Let the customer know that we'll resolve the request within 72 hours.
10 or fewer:
In Voyager, add the stamps to the account the customer wants to keep.
In the Hotel Name field, type Merge Account.
Fill out the other fields.
Once the accounts are merged, remove all stamps from the unwanted account.
Unenroll the unwanted account.
Top of page



Offer Hotels.com courtesy stamps
There are 4 types of courtesy stamps:

Courtesy for bookings that don't qualify to earn stamps because they don't meet eligibility requirements (for example, they redeemed a coupon)
One-time exception allowed
Courtesy for bookings that meet eligibility, but the customer wasn't enrolled before the stay completed. The Hotels.com Rewards account was created after the stay was completed
Claim must be within 1 year of completing the stay
The stay must be completed (checked-out).
If the booking is hotel collect, you must verify the booking was stayed and paid with the hotel. If Voyager says Do Not Contact, then give the stamp without calling.
Can only give stamps for the last booking made before joining.
If the customer escalates, we can give the stamps/points for last 2 bookings completed before joining.
If the customer made more than 1 booking on the same day before joining, give the stamps/points for the bookings.
Courtesy for hotels booked as part of a package
Add stamps for hotel portion only
Courtesy for bookings made with an email address different than the one on the Rewards account. Answer the below question to determine if you can add stamps.
Does the email address have a Rewards account?
No: Add stamps to the desired account and remind the customer to log into their Rewards account when booking in the future.
Yes: Do not add stamps. Tell the customer stamps can only be earned in 1 account. If both accounts belong to the customer & the customer passes account verification on both, offer to combine the accounts [follow combine account process].


Check Account Activity to determine if courtesy stamps have already been given
The description shows as Courtesy Nights or Courtesy Stamps.





Add courtesy stamps

Select Enter Itinerary Manually
Enter itinerary number and start/end date
In the Property Name box, type the appropriate keyword:
Type of courtesy

Key word

Doesn’t qualify

Courtesy

Wasn’t a member before completing stay

5cr

Package booking

Package

Select a reason, enter number of stamps to be added and value of stamps
Click Submit




Extend Hotels.com Rewards expiration dates
Make sure an official exception process is in place.
Check crisis articles before extending an expiration date.


How it works
Reset the expiration date by adding then removing a stamp.

In Voyager, open the customer's loyalty account.
Add a night to customer's account.
Click Adjust at the top of the account.
Select Add.
Choose Account level adjustment.
Assign Extend expiration as the reason for the change.
Add 1 stamp.
Don't assign a value.
Leave the amount field blank.
Remove the stamp you just added.
Click Adjust at the top of the account.
Select Remove.
Choose Account level adjustment.
Assign Extend expiration as the reason for the change.
Find and select the stamp you just added.
It has today's date.
It won't display a value.
Submit, then confirm.
Verify that a new expiration date appears on the account.
If you're unable to extend the rewards expiration date:

Create a Loyalty Correction Service Request (SR).
Schedule the SR for immediate action.
Let the customer know that we'll resolve the request within 72 hours.
Top of page

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Report a Problem
Formatting issues, broken hyperlinks or images? Use the Feedback form to report the problem.
Questions about article content? Check out the Content hub with Frequently Asked Questions, updates about the Hubs content optimization, and known issues we're tracking.
New feedback about the article content not related to issues, links or images? Partner with your Leadership team to submit an intake with the Learning Content team.
General feedback about Runway experience? Watch for upcoming survey to share your great ideas or share them with your leadership team who can pass along to the appropriate teams!