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Hotels.com vs Booking.com Refund Process
Side-by-side comparison of refund processs, conditions, and refund timelines.·Last updated: 2026-10-12
Refund Conditions
Hotels.com
- Policies, restrictions, and fees are applied before cancellation.
- Cancellation policies vary by hotel, some require more than 24 hours notice before check-in.
- Details on specific cancellation requirements are available on site.
- Not all bookings may offer a cancellation option.
Booking.com
- Some bookings can't be canceled for free, while others can only be canceled for free before a deadline.
- Free cancellation bookings have no cancellation fee; if the booking isn't free to cancel anymore or is non-refundable, you may pay a cancellation fee.
- Cancellation fees are determined by the property and listed in your cancellation policy.
- Car rentals canceled more than 48 hours before the rental starts get a full refund.
- Car rentals canceled less than 48 hours before (or at the rental counter): refund of what you paid minus 3 days' rental; no refund if the car was booked for three days or less.
- Car rentals canceled after the rental starts, or no-shows: no refund. Car rentals labeled non-refundable can't be refunded.
- If Booking.com or the rental company changes your car booking (e.g. the car isn't available) and you don't accept, you can cancel for a full refund no matter how close the rental is.
Refund Steps
Hotels.com
- Go to Trips.
- Select the booking (stay or flight) you wish to cancel.
- Select 'Change or cancel' (for stays) or 'Manage booking' (for flights).
- Follow the instructions provided.
- Review policies, restrictions, and fees.
- Confirm cancellation.
- Receive a refund summary.
Booking.com
- Stays: open your booking from your confirmation email or your Booking.com account.
- Check the cancellation policy for any fee, then choose Cancel booking.
- Car rentals: cancel or change the booking in the Booking.com app or on the website under 'Manage Booking'.
Refund Methods
Hotels.com
- Credit to original card
- Refund summary provided
Booking.com
- Free-cancellation prepayments or deposits are returned to you if you cancel in time
- Card test payments (pre-authorizations) are released back to your card
Partial Refunds
Hotels.com
Not available
Booking.com
- Car rentals canceled less than 48 hours before the start, or at the counter: refund of what you paid minus the cost of 3 days of your rental.
- If the rental counter refuses you the car, call Booking.com from the counter to cancel; you get what you paid minus the cost of three days of your rental.
Dispute Process
Hotels.com
Not available
Booking.com
- For payment issues, contact Customer Service at booking.com/help.
- For a formal complaint, send written notice through Booking.com's Dispute Resolution page (required under the US terms before arbitration or small claims court).
Additional Notes
Hotels.com
- Hotels.com processes refunds internally within 24 hours.
- Bank processing time will vary after Hotels.com's initial processing.
- Specific hotel cancellation details are found on site.
Booking.com
- Cancellation fees are determined by the property, and you pay any additional costs to the property.
- Generally the property charges your card; if Booking.com handles payment, your booking confirmation says so.
- For car rentals, reservations of three days or less canceled less than 48 hours before rental will not receive a refund.