One Key Terms and Conditions

Effective from 08-13-2025

1. Introduction

The One Key program (“Program”) is a loyalty program offered by Expedia, Inc. (“EI”, “we”, “our”, “us”) on behalf of its subsidiaries and affiliates, all of which are Expedia Group companies (collectively, “EG”). By participating in the Program, Members can earn OneKeyCash for booking and completing eligible travel through Participating Brands and can use OneKeyCash for Redemption Rewards and obtain other benefits, subject to these Terms and Conditions. The terms “you” and “your” throughout these Terms and Conditions refer to any Member. 

These One Key Terms and Conditions will apply to you if you create an Account or access your Account on a Participating Brand.

The Hotels.com Rewards program terms below will apply to you if you use your Account on Hotels.com in regions where One Key hasn’t launched yet.

PLEASE NOTE THAT SECTION 13 OF THESE TERMS AND CONDITIONS CONTAINS AN ARBITRATION CLAUSE. IT AFFECTS HOW ANY DISPUTES BETWEEN YOU AND EI WOULD BE RESOLVED. ALSO NOTE THAT SECTION 10 GIVES US THE RIGHT TO MAKE CHANGES TO THESE TERMS AND CONDITIONS.

2. Enrolling in the Program

The Program is open only to individual people who are at least eighteen (18) years old – or the age of majority in their country of residence, whichever is older – and have a valid email address. You are responsible for ensuring that your participation in the Program complies with all applicable laws and your employer’s policies related to participation in loyalty or rewards programs.

To enroll in the Program, you must meet the eligibility requirements set forth above and either (a) create an Account with Expedia, Hotels.com, or Vrbo, (b) sign into your existing Account or (c) otherwise be asked to accept these Terms and Conditions. Upon doing so, you will be required to indicate your acceptance of these Terms and Conditions, and you will become a Member. Only eligible individuals can participate in the Program. Neither companies, groups, organizations, nor travel agents can participate in the Program. Accounts cannot be shared or transferred. Accounts are only for personal and non-commercial use. Your Account can be used on all Participating Brands.

 

If you’d rather not be part of the Program, you can delete your Account and still book with Participating Brands as a guest. To find out more about how to delete your Account, please click here. If you delete your Account, you will no longer have access to your profile or Account statement information, you will no longer earn OneKeyCash on bookings, and you will lose any OneKeyCash, Trip Elements and Tier status that you have previously accumulated. You will not be able to reactivate a deleted Account or the OneKeyCash associated with a deleted Account at the time of deletion, if any. If you want to join the Program again in the future, you will need to create a new Account. 

Membership in the Program is void if prohibited by law in your state or country of residence, and these Terms and Conditions are subject to change as may be necessary to comply with such laws or regulations.

3. Definitions

“Account” means the account you have (or create) with Expedia, Hotels.com, or Vrbo.  If you meet the eligibility requirements set forth at Section 2 above, that Account automatically gives you access to the Program.

"Base OneKeyCash” means OneKeyCash that is earned by making an Eligible Booking through a Participating Brand but excluding Promotional OneKeyCash, as further explained in Section 4.2 below.

“Completed” means that the Member, or other travelers booked under the Account, must have completed the stay in an Eligible Hotel or an Eligible Accommodation Rental, flown on the Eligible Flight, used the Eligible Car, used the ticket(s) for the Eligible Activity or completed the Eligible Package.

“Eligible Accommodation Rental” means a stand-alone booking of a participating short-term rental accommodation booked by a) on Vrbo US, a Silver, Gold or Platinum Member and later completed; and b) on other Participating Brands, a Member and later completed.

“Eligible Activity” means any stand-alone activities and Ground Transportation booked by a Member through a Participating Brand and later Completed.

“Eligible Booking” means a booking by a Member through a Participating Brand for any Eligible Accommodation Rental, Eligible Activity, Eligible Car, Eligible Cruise, Eligible Flight, Eligible Hotel, or Eligible Package that is later Completed. 

“Eligible Car” means any stand-alone car rental booked by a Member through a Participating Brand that is later Completed.  

“Eligible Cruise” means any stand-alone cruise booked by a Member through a Participating Brand that is later Completed.

“Eligible Flight” means any stand-alone flight booked by a Member through a Participating Brand that is later Completed. 

“Eligible Hotel” means any stand-alone property that is not an Eligible Accommodation Rental and booked by: a) on Vrbo US, a Silver, Gold or Platinum Member and later completed; and b) on other Participating Brands, a Member and is later Completed.

“Eligible Package” means any pre-paid hotel + flight, hotel + car, hotel + flight + car, flight + activity, flight + hotel + activity, hotel + activity and flight + car booked together by a Member through a Participating Brand that is later Completed. 

“Eligible Tier Booking” means an Eligible Booking or a Redemption Reward which qualifies for a Trip Element. 

“Eligible Travel Component” means any of the following: Eligible Activity, Eligible Accommodation Rental, Eligible Car, Eligible Cruise, Eligible Flight, or Eligible Hotel.

“Ground Transportation” forms part of Eligible Activity and means ground transportation booked by a Member at https://www.expedia.com/ground-transfers that is later Completed.

“Member” means an individual who meets the eligibility requirements set forth above and has an Account.

“OneKeyCash” is earned as a part of the Program in accordance with these Terms and Conditions and can mean Base OneKeyCash or Promotional OneKeyCash (each of which are explained in Section 4.2 and 4.3), or a combination of both. OneKeyCash can be earned on Eligible Bookings and on Promotional OneKeyCash offers. OneKeyCash can be used on Redemption Rewards.

“Participating Brand” means Expedia, Hotels.com, Vrbo, and US-specific versions or mobile versions of those sites and any related mobile applications.

“Pay Later” means selecting the “Pay Later” option (where available) prior to completing your booking. If you select the “Pay Later” option, you will pay the Travel Supplier directly.

“Pay Now” means selecting the “Pay Now” option prior to completing your booking. If you select the “Pay Now” option, you will be charged the indicated amount to your preferred payment method immediately, less any OneKeyCash, coupons or credits applied at checkout. 

“Program Benefits” means the additional benefits a Member receives by being part of the Program as set out here and updated from time to time.

“Redemption Reward” means a booking through a Participating Brand that can be paid for (or partially paid for) by the redemption of OneKeyCash by a Member in accordance with these Terms and Conditions. $1 in OneKeyCash will provide a $1 discount on a Redemption Reward.

“Tier” means either Blue, Silver, Gold or Platinum tier as determined in accordance with these Terms and Conditions.

“Travel Supplier” means a provider of any element of an Eligible Booking, including, but not limited to, a hotel, a short-term rental, an airline, an activity provider, a car rental agency, or a cruise company.

“Trip Elements” is a method for calculating progress towards your Tier and explained in Section 6.

4. Earning OneKeyCash

OneKeyCash can only be earned by the Member who is owner of the Account through which any Eligible Booking is made. The Member will earn OneKeyCash for all Eligible Bookings, regardless of the traveler(s) named on the booking. Additional individuals named as travelers on the itinerary of the Eligible Booking will not earn OneKeyCash.

To earn OneKeyCash and Trip Elements for an Eligible Booking, you must be a Member prior to making an Eligible Booking and be signed into your Account at the time of making the Eligible Booking. OneKeyCash will not be earned for bookings made on a Participating Brand when you are not signed into your Account or if you create an Account after booking. OneKeyCash may be earned on the portion of the Redemption Reward that is paid for. If you use a coupon when making an Eligible Booking, the value of the coupon will be deducted prior to calculating the OneKeyCash earned on the Eligible Booking. If OneKeyCash is earned on an Eligible Booking made in a currency different to the currency associated with your Account, the value of the OneKeyCash earned for that booking will be converted based on the market exchange rate applicable on the date of booking. 

OneKeyCash cannot be earned on taxes and fees. In addition, if any additional amounts are payable to a Travel Supplier at the time of travel, check-in, or check-out – including, but not limited to, taxes, security fees or deposits, resort fees, insurance, or fuel charges – such amounts will not be included when calculating OneKeyCash (even where such amount is included in the total displayed when booking). No OneKeyCash or Trip Elements will be earned on change or cancellation fees imposed by Travel Suppliers or cancelled bookings or refundable damage deposits.You will earn (or not earn, as the case may be) OneKeyCash at the rate of the Tier you are on, at the time of your Eligible Booking.

After completing an Eligible Booking, the anticipated amount of OneKeyCash and Trip Elements to be earned will be held in pending status. The amount of pending OneKeyCash and pending Trip Elements are calculated at the time of making an Eligible Booking and are based on the details of the itinerary booked. Changes or cancellations to the booked itinerary may result in differences between the anticipated amount of pending OneKeyCash and pending Trip Elements and the actual amount of OneKeyCash earned and actual Trip Elements collected for that itinerary. Pending OneKeyCash is not eligible to be used for Redemption Rewards and pending Trip Elements do not count towards Tier status. For pending OneKeyCash to move from pending to available status and pending Trip Elements to move to confirmed status, the Eligible Booking must be Completed, and will then be made available in your Account based on the time periods identified in the Posting/Reconciliation chart below. Once in available status, OneKeyCash can be used by the Member towards a Redemption Reward(s) and Trip Elements will count towards Tier status.

OneKeyCash is promotional in nature and has no cash value and may not be transferred to another Member or redeemed for cash under any circumstances. OneKeyCash may not be assigned, sold, transferred, and/or pledged by you to any third party. You have no property rights or other legal interests in OneKeyCash. You are responsible for any personal tax liability that may be related to participation in the Program and redemption of any Redemption Rewards.

4.1 OneKeyCash and Trip Element Posting/Reconciliation

See chart below for the length of time it may take for OneKeyCash and Trip Elements to move from pending to available status.

4.2 Earning Base OneKeyCash

4.3 One Key Promotional Bonus OneKeyCash Offers

4.4 OneKeyCash Expiration

5. OneKeyCash Redemption – General terms and exclusions

OneKeyCash can be used for Redemption Rewards when signed in and where specified on a Participating Brand and subject to the further terms relating to each booking type set out in Sections 5.1 to 5.5 below.

Redeemed OneKeyCash will be deducted from your Account at the time of booking. You may be provided with the option to adjust the amount of OneKeyCash to be applied on your Redemption Reward; where the option is provided you will see this on the checkout page. This option may not be available on all Redemption Rewards, or all Participating Brands.

If OneKeyCash is used on a Redemption Reward made in a currency different to the currency associated with your Account, the value of the OneKeyCash used will be converted to the currency of the Redemption Reward based on the market exchange rate applicable on the date of booking, and deducted from your Account.

OneKeyCash cannot be used on any Pay Later bookings, or when using buy now pay later payment methods. OneKeyCash cannot be used where a booking is made with a credit card with a currency different to the currency of the region you are shopping in.  OneKeyCash is a promotional instrument and only redeemable on Redemption Rewards. OneKeyCash cannot be used or refunded for cash in any currency and has no cash value. Unless stated otherwise, OneKeyCash cannot be combined with gift cards, coupons, upgrades, awards, or promotions. OneKeyCash cannot be used on previously paid bookings; packages; cruises; or insurance (except where noted below). OneKeyCash can be used on taxes and fees, however cannot be used on: any additional amounts payable to the Travel Supplier at the time of travel, check-in, or check-out (including but not limited to taxes, security fees or deposits, resort fees, insurance, or fuel charges, even where such amounts are included in the total displayed when booking); cancellation fees or change fees or other exclusions as listed under each category below. Redemption Rewards are not valid where prohibited by law. 

Please see below for further terms relating to redemption of OneKeyCash on flights, hotels, accommodation rentals, cars and activities.

5.1 Flight Redemptions

5.2 Hotel Redemptions

5.3 Short Term Rental Redemptions

5.4 Car Redemptions

5.5 Activities Redemptions

6. Membership Tiers

Tier status is a benefit of Program membership. You will enter the Program on Blue tier and you must meet the stated criteria below to qualify for a higher tier. Alternatively, Silver, Gold or Platinum tier status may be offered by us, or our partners, to you according to the criteria stated below or criteria specified by the partner or otherwise specified by us. Only Eligible Bookings qualify towards reaching Silver, Gold or Platinum tier status.  

Members can qualify for Silver, Gold or Platinum tier by collecting the specified number of Trip Elements in a calendar year as specified in the table below. A Trip Element will only be awarded where the Eligible Travel Component of the Eligible Tier Booking is $25 or more (excluding taxes and fees and after any coupons and any OneKeyCash are applied to the booking).

Trip Elements will be confirmed based on the time periods identified in the Posting/Reconciliation chart in section 4.1.

Trip Elements collected on Eligible Tier Bookings from January 01 of each calendar year to 11.59pm Pacific Time on December 31 of each calendar year count towards tier status for that calendar year (Membership Year).

Trip Elements earned on travel that begins in one Membership Year and ends the next Membership Year will be allocated on a pro-rata basis where multiple Trip Elements are earned for that travel, and will be allocated to the next Membership Year where a single Trip Element is earned for that travel.

Once earned, your Tier is valid for the remainder of the Membership Year in which you qualified, the next full calendar year, and through February 28 of the following year. The Tier you earn in subsequent Membership Years will be determined by the number of Trip Elements collected in the previous Membership Year. Your Tier will be reviewed at the end of each Membership Year, and your Tier may be reduced in subsequent years depending on the number of Trip Elements collected. 

Bookings which are eligible for the purposes of qualifying for a higher tier are set out below. Trip Elements are collected on travel that is completed and will be displayed once confirmed on your rewards activity page.

Eligible Tier Bookings

Silver, Gold and Platinum members will have additional Program Benefits, which may be subject to additional terms and conditions. Program Benefits provided by third parties are subject to the terms of those third parties. We are not responsible for any claims, losses or liability arising out of, or in connection with the acts or omissions of those third parties in the provision of the Program Benefits. Program Benefits are promotional in nature and have no cash value and may not be transferred to another Member or redeemed for cash under any circumstances. To the fullest extent permitted by law, we reserve the right to introduce, vary, suspend, or withdraw any benefits at any time without notice where the change is beneficial or does not have a material impact on you and otherwise with no less than 90 days’ notice. Certain Program offers and Program Benefits may not be available in all territories.

7. One Key Hotel Price Guarantee Terms and Conditions-only available to members who joined before October 31, 2025

To be eligible for the Price Guarantee, you must be a Member and have made a stand-alone hotel booking on the US-specific version or mobile version of the Expedia and Hotels.com sites and apps (Price Guarantee Eligible Booking). In the unlikely event that you find a lower rate for your Price Guarantee Eligible Booking, whether on the prior-mentioned sites or apps or on another website, we will (in accordance with these terms):

• If the Price Guarantee Eligible Booking is a refundable booking made on the Expedia or Hotels.com site or app, rebook the lower rate and refund the original booking;
• In all other cases of Price Guarantee Eligible Bookings, offer you the difference as OneKeyCash credited to your Account.

Hotels booked as part of a package are not eligible for the Price Guarantee. Changed or cancelled bookings are not eligible for the Price Guarantee.

Notifying Us of a Claim:
You may make a claim under the Price Guarantee from the time you make your Price Guarantee Eligible Booking until 11:59 p.m. local time at the hotel's location, the day prior to hotel check-in. To make a claim, please complete this form for Expedia claims, and complete this form for Hotels.com (in English), select your qualifying itinerary, and provide details on the lower price found, including screen shots. The lower price must be available for booking at the time the claim is submitted. 

Must be "Apples to Apples" Comparison:
The Price Guarantee is available only for exact itinerary matches, including property name and location, room type, rate plan, occupancy, cancellation policy, and the exact same dates of travel as when the Price Guarantee Eligible Booking was made. The comparison must be to the same hotel purchased standalone through another website (i.e., not part of a hotel + air travel package). 

The Price Guarantee applies only to the cost of the booked hotel excluding any taxes and fees collected by us from you at the time of booking. The Price Guarantee does not apply to any taxes or fees collected by any third party from you, such as those taxes and fees a hotel may collect directly from you when you stay at the hotel. The Price Guarantee is not available for bookings on websites where the hotel, itinerary, or similar booking details are unknown until after purchase. You must meet all requirements imposed on the lower price (if any), including, without limitation, residency, regional, and age-related requirements. 

There is no limit on the number of Price Guarantee claims you may make per booking. However, any OneKeyCash subsequent to the initial OneKeyCash issued for the Price Guarantee will be based on the amount of the previously credited price, not on the amount of the original price that you booked. 

Comparison Rates Must Be Available to the General Public Online:
The Price Guarantee applies only to prices both advertised and available to the general public on a website. For example, this does not include rates offered on app, membership program websites; corporate discounts or rates; group, charter, rewards program, incentive, meeting, convention, consolidator, or interline prices; prices obtained via auction or similar process; or prices available only by using a coupon, loyalty program or other promotion not offered to the general public. The lower rate may not come from a website where you call to get the rate or from an e-mail that you received. The rate must be quoted and booked in U.S. dollars (and without reference to currency converters). 

Verification of Claims:
All requests are subject to verification by us. We will not accept screenshots or other purported evidence of a lower price that cannot be independently confirmed by the Customer Service Center. Nor will we verify any request that we believe, in our sole discretion, is the result of a printing or other error, or is made fraudulently or in bad faith. If submitting a claim for a “Pay Later” hotel booking, a copy of your receipt for your completed hotel stay may be requested to verify your claim. We will honor the lower price for verified requests by:

• In the case of refundable bookings made on the Expedia or Hotels.com site and app, rebooking the lower rate and refunding the original booking;
• In the case of all other Price Guarantee Eligible Bookings, issuing OneKeyCash to the value corresponding to the price difference. OneKeyCash issued under the Price Guarantee will expire in accordance with the Base OneKeyCash expiry period outlined in section 4.4. 

Other conditions:
To the fullest extent permitted by law, we reserve the right in our sole discretion to modify or discontinue the Price Guarantee or to restrict its availability to any person, at any time, for any or no reason, and without prior notice or liability to you. The terms that are in effect at the time of your claim will determine your eligibility under the Price Guarantee. Our failure to enforce any provision of these terms and conditions shall not constitute a waiver of that provision.

8. Changes to OneKeyCash Balances, Trip Elements Balances, and Tier Status

We reserve the right to rescind or cancel at any time any pending or available OneKeyCash or Trip Elements (or any portion of pending or available OneKeyCash or Trip Elements) that were earned for an Eligible Booking or Redemption Reward that was not Completed.

Where you receive a partial refund or credit from either EG or a Travel Supplier due to a cancellation within a penalty window, any OneKeyCash used will be forfeited. Where you receive a partial refund or credit from either EG or a Travel Supplier and OneKeyCash was used to pay in part (except for short term rental bookings) or in full for the Redemption Reward, the Base OneKeyCash used will be reinstated to your Account. Where you receive a partial refund or credit from either EG or a Travel Supplier, and OneKeyCash was used to pay in part for the short term rental Redemption Reward, some Base OneKeyCash may be reinstated to your Account. In all other cases, OneKeyCash and Trip Elements will be rescinded or canceled where you receive a refund or credit, from either EG, a Travel Supplier, a financial institution, or a card issuer. OneKeyCash or Trip Elements earned pursuant to fraudulent, falsified information, or otherwise in violation of these Terms and Conditions will be rescinded or canceled by us. Expired Promotional OneKeyCash or Base OneKeyCash will not be credited to your Account under any circumstances. Where you are entitled to a reinstatement of some or all of your OneKeyCash to your Account (as set out above) for a booking made in a currency different to the currency associated with your Account, your OneKeyCash will be reinstated at the market exchange rate applicable on the date of the booking. 

Your OneKeyCash balance, Trip Elements balance, earn and redemption activity and expiry periods can be accessed on your rewards activity page and you will receive periodic updates via email. Your OneKeyCash balance will always be displayed in the currency of the region you are using. If the currency is different to the currency associated with your Account, the balance displayed will be an estimate based on the market exchange rate applicable on the date the balance was displayed. The currency associated with your account may be updated from time to time.

If your Account does not reflect the correct amount of OneKeyCash or number of Trip Elements that you should have earned, we reserve the right to notify you of the inaccuracy, and to adjust your OneKeyCash or Trip Elements balances to correct the inaccuracy within one hundred and eighty (180) days. If you believe you did not receive the correct amount of OneKeyCash or Trip Elements for an Eligible Booking, you must contact the Customer Service Center for the relevant Participating Brand within one hundred and eighty (180) days from the date of completed travel. We will make the final determination as to whether OneKeyCash or Trip Elements adjustments of any kind are justified for the travel in question. If you believe your Account has been the subject of any suspicious activity, please contact the relevant Participating Brand Customer Service Center immediately. If we determine you have been the victim of fraud, the OneKeyCash or Trip Elements you have earned may be transferred to a new Account.

Customer Service:

Expedia [https://www.expedia.com/service/Opens in a new window]

Hotels.com [https://www.hotels.com/helpcenter?locale=en_US&pos=HCOM_US&%2F=Opens in a new window]

Vrbo [https://www.vrbo.com/helpcenterOpens in a new window]

If we cancel or rescind OneKeyCash or Trip Elements, as set forth above, and the changes to your OneKeyCash or Trip Elements balances means that you no longer have a sufficient number of Trip Elements to be in a certain Tier, we reserve the right to change your Tier Status based on your Trip Elements balance. Likewise if, following your contact with our Customer Service Centre as set out above, we credit your account with additional Trip Elements, we will review your Tier Status and make any necessary changes based on your new Trip Elements balance.

9. Member Prices

Member Prices (“Member Prices”) are available if you are signed into your Account when browsing the website, searching for travel on certain search engines, and on the app.  You will automatically be shown Member Prices on selected properties, activities, cars, flights and cruises where the “Member Prices” banner is displayed.

Member Prices are available on selected properties, activities, cars, flights and cruises and on selected dates only. Member Prices will only be displayed where applicable to your search and are liable to change at any time. Where a Member Price is displayed next to a price which has been struck out (e.g. "$120 $100"), the struck-out price is based on the property's standard rate on our site or app, as determined and supplied by the property, before all discounts and rewards are applied. The “Price” section of the Terms of Service will also apply to Member Prices.

10. Changes to these Terms and Conditions

We may at our sole discretion modify any of the Terms and Conditions governing the Program—including, but not limited to, the rules and rates for earning and using OneKeyCash, the Tiers and requirements for achieving Tier status, the expiration policy for OneKeyCash, the Redemption Rewards, the Program Benefits, and the products and services on which OneKeyCash may be earned and used—at any time, with or without notice, even though these changes may affect your ability to use any OneKeyCash, Redemption Rewards, or Program Benefits you have already earned.

We will always endeavor to provide you with notice of any material changes prior to the changes coming into effect. The table below sets out some important information about the notices we will provide for different types of changes:

We will send any notices to the contact details you have provided to us for your Account or via a notification on one of our apps. You are responsible for updating your contact details if and when they change. Your continued participation in the Program as a Member following the changes constitutes your acceptance of the changes to these Terms and Conditions. If you do not agree with the changes, you can delete your Account by following the instructions in Section 2 above.

11. Suspension and Termination of the Program

To the fullest extent permitted by law, we reserve the right in our sole discretion to restrict the availability of the Program at any time, for any or no reason, with prior reasonable written notice and without liability to you.

The Program has no predetermined termination date and may continue until such time as when we decide to terminate the Program. We may terminate the Program at any time. Upon termination, you will have at least sixty (60) days from the date Program termination is announced to use available OneKeyCash remaining in your Account. After that date, any OneKeyCash and benefits will be forfeited without recourse or compensation.

12. Improper Member Activity

We reserve the right in our sole discretion to disqualify any Member we reasonably believe to be tampering with the operation of the Program or to be acting in breach of these Terms and Conditions or in a fraudulent or deceptive manner. Any attempt by any Member to undermine the legitimate operation of the Program may be a breach of criminal and civil law, and should such an attempt be made or threatened, we reserve the right to seek damages from any such person to the fullest extent permitted by law. 

We have the right to monitor all Program activity for compliance with these Terms and Conditions. If we have reasonable grounds to believe your Account shows signs of fraud, abuse, improper conduct or suspicious activity –  including, but not limited to, selling, bartering, or trading OneKeyCash and/or Trip Elements, using OneKeyCash which has been fraudulently acquired, requesting OneKeyCash if the requirements for earning OneKeyCash on the booking were not successfully met, misuse of Promotional  OneKeyCash, accessing another member’s Account, or creating or using the Program for non-individual purposes – or other violations of these Terms and Conditions (collectively, “Improper Activity”), we may close or freeze your Account immediately and suspend Program Benefits, and where such Improper Activity is found to have occurred, you may lose your accumulated OneKeyCash, Redemption Rewards, and Program Benefits. If you have conducted any Improper Activity, we reserve the right to take any necessary legal action. In addition, you may be liable for monetary losses to EI, including litigation costs and damages, and you will not be allowed to participate in the Program in the future. Eligible Bookings or Redemption Rewards discovered to be related to Improper Activity will have their OneKeyCash rescinded, and the Account associated with such activity will be frozen from further OneKeyCash earning or redemption activity. To contest freezing, disqualification or termination of an Account, the rescinding of OneKeyCash or confiscation of Redemption Rewards, please contact the relevant Participating Brand Customer Service Center at:

Expedia [https://www.expedia.com/service/Opens in a new window]

Hotels.com [https://www.hotels.com/helpcenter?locale=en_US&pos=HCOM_USOpens in a new window]

Vrbo [https://www.vrbo.com/helpcenterOpens in a new window]

13. Disputes

We are committed to customer satisfaction, so if you have a problem or dispute, we will try to resolve your concerns. But if we are unsuccessful, you may pursue claims as explained in this section. 

You agree to give us an opportunity to resolve any disputes or claims relating in any way to the Program, any dealings with our customer service agents, any services or products provided, any representations made by us, or our Privacy Statement (“Claims”) by contacting the relevant Participating Brand Customer Service Center. If we are not able to resolve your Claims within 60 days, you may seek relief through arbitration or in small claims court, as set forth below. 

Customer Service:

Expedia [https://www.expedia.com/service/Opens in a new window]

Hotels.com [https://www.hotels.com/helpcenter?locale=en_US&pos=HCOM_USOpens in a new window]

Vrbo [https://www.vrbo.com/helpcenterOpens in a new window]

Any and all Claims will be resolved by binding arbitration, rather than in court, except you may assert Claims on an individual basis in small claims court if they qualify. This includes any Claims you assert against us, our subsidiaries, Travel Suppliers, or any companies offering products or services through us (which are beneficiaries of this arbitration agreement). This also includes any Claims that arose before you accepted these Terms and Conditions, regardless of whether prior versions of the Terms and Conditions required arbitration. 

There is no judge or jury in arbitration, and court review of an arbitration award is limited. However, an arbitrator can award on an individual basis the same damages and relief as a court (including statutory damages, attorneys’ fees, and costs), and must follow and enforce these Terms and Conditions as a court would. 

Arbitrations will be conducted by the American Arbitration Association (AAA) under its rules, including the AAA Consumer Rules. The AAA's rules are available at www.adr.org [https://www.adr.org/] or by calling 1-800-778-7879. Payment of all filing, administration, and arbitrator fees will be governed by the AAA's rules, except as provided in this section. If your total Claims seek less than $10,000, we will reimburse you for filing fees you pay to the AAA and will pay arbitrator’s fees, unless the arbitrator determines your Claims are frivolous. You may choose to have an arbitration conducted by telephone, based on written submissions, or in person in the state where you live or at another mutually agreed location.

To begin an arbitration proceeding, you must send a letter requesting arbitration and describing your Claims to “Expedia Legal: Arbitration Claim Manager,” at Expedia, Inc., 1111 Expedia Group Way, Seattle, WA 98119. If we request arbitration against you, we will give you notice at the email address or street address you have provided. A party requesting arbitration must also provide a copy of the request to the AAA, at Case Filing Services, 1101 Laurel Oak Road, Suite 100, Voorhees, NJ 08043 or online at www.adr.org [https://www.adr.org/] or at any AAA office.

Any and all proceedings to resolve Claims will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a Claim proceeds in court rather than in arbitration we each waive any right to a jury trial. The Federal Arbitration Act and federal arbitration law apply to this agreement. An arbitration decision may be confirmed by any court with competent jurisdiction.

14. Release and Limitation of Liability

The Program is provided without any warranty (either express or implied) or implied term of any kind, including but not limited to any implied warranties or implied terms of satisfactory quality, fitness for a particular purpose, or non-infringement. We make no guarantees, warranties, or representations of any kind concerning the Program, except where a particular guarantee or warranty cannot be excluded under applicable law, including consumer law.

Although we will endeavor to employ commercially reasonable measures to help ensure the Program runs as planned, you agree that we shall not be liable for any errors, inaccuracies, or other issues that may impair your participation in the Program. Without limiting the generality of the previous sentence, by participating in the Program, you agree to release and hold harmless EG, its affiliates, its Travel Suppliers, any promotional partners, and each of their respective officers, directors, employees, and agents (collectively, the “Released Parties”) from and against any claim or cause of action arising out of your participation in the Program – including, but not limited to (a) inability to earn or use OneKeyCash; (b) inaccuracies in the awarding, using or reporting of OneKeyCash; (c) inaccuracies in the awarding or reporting of Trip Elements; (d) inability to use any Program Benefits or Redemption Rewards; (e) Program Benefits that are lost or stolen; (f) interference by third parties in the Program or your Account; or (g) injury or damage to persons or property – unless the claim was caused by the negligence of any of the Released Parties. You further understand that neither our Travel Suppliers nor promotional partners are affiliated with the Program nor responsible for Program administration.

Subject to the limitations set out in these Terms and Conditions, you further agree that the Released Parties will not be liable for any losses arising out of or in connection with the Program (including, for example, any use of the Program and/or any delay or inability to use the Program) which were not:

(i) reasonably foreseeable by both you and us at the time of enrollment in the Program;

(ii) actually suffered or incurred by you; and

(iii) caused by a breach of our obligations under these Terms and Conditions or our failure to use reasonable care and skill.

Subject to the limitations set out in these Terms and Conditions, in no event shall the Released Parties be liable for any business losses and/or losses to non-consumers including (without limitation) loss of profits or loss of revenue.

15. Privacy

We will collect and process your personal data in accordance with our Privacy Statement. In the context of your membership to the Program, we may use and share your personal data for various purposes, for example to perform our obligations under these Terms and Conditions, to send you a monthly Rewards statement about your loyalty activity or to send you promotional communications. You can exercise your data protection rights in various ways. For example, you can opt out of the monthly Rewards statement or marketing by clicking on the “unsubscribe” link in the emails, in your Account as applicable, or by contacting the relevant Participating Brand Customer Service Center: for Expedia [https://www.expedia.com/service/#/articles/814/1017], Hotels.com [https://service.hotels.com/en-us/#/articles/897/1017] or Vrbo [https://help.vrbo.com/category/Privacy]. Our Privacy Statement has more information about the options and data protection rights and choices available to you. You can find more information about your data protection rights, and how or why your personal data may be processed in our Privacy Statement for Expedia [https://www.expedia.com/lp/lg-privacypolicy], Hotels,com [https://www.hotels.com/lp/b/privacy?pos=HCOM_US&locale=en_US&siteid=300000001] and Vrbo [https://www.vrbo.com/legal/privacy-policy].

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16. General

These Terms and Conditions will supersede all previous versions of the Terms and Conditions and will be effective from the date specified at the top of these Terms and Conditions, or a later date as notified to you. 

Please note that if these Terms and Conditions change between the time you made an Eligible Booking and the time the Eligible Booking is completed, the version of the Terms and Conditions that was in effect at the time the Eligible Booking is completed will control.

If any part of these Terms and Conditions is found to be invalid, illegal, or unenforceable, the validity, legality, and enforceability of the remaining provisions will not in any way be affected or impaired. Our failure or delay in enforcing any provision in these Terms and Conditions at any time does not waive our right to enforce the same or any other provision(s) hereof in the future.

The Terms of Service for Expedia [https://www.expedia.com/lp/b/terms-of-service], Hotels.com [https://www.hotels.com/lp/b/terms-of-service] and Vrbo [https://www.vrbo.com/legal/terms-and-conditions] displayed on the Participating Brand will apply in addition to these Terms and Conditions.

These Terms and Conditions (and any other terms and conditions referenced herein) constitutes the entire agreement between you and us with respect to this Program and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between you and us with respect to the Program.

17. Governing Law

These Terms and Conditions are governed by the laws specified in the Terms of Service.

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For regions with Hotels.com Rewards (stamps and reward nights):

Hotels.com Rewards Terms and Conditions

Last updated on 09/06/22

Hotels.com® Rewards is a Hotels.com® loyalty program (the “Program”). For each night you book and stay at an eligible Hotels.com Rewards property you collect one stamp (“ Stamp”). When you collect 10 Stamps with us, we give you 1 reward night to redeem (“Reward Night”). This Reward Night does not include taxes and fees, which you must pay when redeeming your Reward Night.

All bookings must be made online or on our mobile app. You can only collect Stamps or redeem Reward Nights at an eligible Hotels.com Rewards property.

The Program is open to anyone over 18 years old (or the age of majority in your country) who signs up to Hotels.com with a valid email address, and then joins the Program. Companies, associations, or other groups may not join. Employees of Expedia, Inc. will not be able to collect Stamps or redeem Reward Nights if they make a booking using an employee discount. If an Expedia, Inc. employee makes a booking without using their discount, they will be able to collect Stamps and redeem Hotels.com Rewards nights.

Hotels.com Rewards tiers

The Program has 3 tiers: Hotels.com Rewards, Hotels.com Rewards Silver and Hotels.com Rewards Gold. You will join as a Hotels.com Rewards member. When you collect 10-29 Stamps in a membership year, you will qualify for Hotels.com Rewards Silver. When you collect 30 Stamps or more in a membership year, you will qualify for Hotels.com Rewards Gold. A membership year runs for a year from the date you first created an account, and each anniversary after that.

Silver and Gold members have a dedicated phone number they can call 24/7 to make or discuss their bookings and there are other benefits like early sale access and exclusive offers. These will all be available within 2 weeks of qualifying for Silver or Gold, and will last for the rest of that membership year and the whole of the following membership year. If you do not collect enough Stamps to stay in Silver or Gold, we will move you down a tier for the next membership year.

Collecting Stamps

You will collect 1 Stamp for every night you stay at an eligible Hotels.com Rewards property. Collect 10 Stamps and we will give you 1 Reward Night. You must be signed in to your Hotels.com account when you book online and on our mobile app so we can add the Stamps you collect to your account after your stay. If you make a booking with us by phone, you must tell us the email address on your account so we know where to add the Stamps. Only Hotels.com Rewards members collect Stamps. Other guests on the same booking do not, and you cannot collect Stamps for any property bookings you made before you joined the Program.

We will add any Stamps you collect to your account up to 72 hours after you check out of the Hotels.com Rewards property. If you collect Stamps but we later believe that you did not complete your property stay (an “ Invalid Stamp”), we reserve the right to remove these Invalid Stamps from your account. This could happen if you cancel your booking or did not check in at the property, which would make the Stamps invalid. Invalid Stamps do not count towards the 10 Stamps you need to redeem a Reward Night. You may need to wait up to 35 days to redeem your Rewards Night if a number of your Stamps are collected via the “pay later/pay at property” option.

You can check your account to see how many Stamps you have collected at any time. Just sign in at Hotels.com, use our mobile app, or phone our call center. You are responsible for making sure your account is correct. If you believe that you have not collected the correct amount of Stamps, we will look into this for you. If any bookings are invalid as mentioned earlier, we will remove them from your account.

In addition to the information above, you will not collect Stamps for the following:

1. Bookings made with an affiliate Hotels.com site
2. Bookings made before you joined the Program
3. Package bookings i.e. property + flight
4. Some bookings made using a discount coupon, voucher or code – you will need to check the terms for each of these
5. Bookings made through Group Travel Services
6. Bookings that do not cost you anything, i.e. are free

Redeeming Reward Nights

When you collect 10 Stamps, we will give you 1 Reward Night to redeem at any eligible Hotels.com Rewards property. You can redeem your Reward Night online and on our mobile app.

The maximum value of your Reward Night is based on the value of the 10 Stamps you collected as long as they have not expired. This value is equal to the average daily rate, excluding taxes and fees, of the Stamps you previously collected. If you collected a Stamp at a Hotels.com Secret Price (defined below), this price rather than the regular price will be used for the purposes of the calculation. You must pay for taxes, fees, meals and any other costs associated with your Reward Night.

If you used different currencies when collecting your 10 Stamps, the value of each Stamp is currently calculated using the currency associated with the territory you were in when you joined the Program.

Reward Night stays are subject to all applicable booking terms and conditions. You will not collect a Stamp when you redeem your Reward Night. Collected Stamps have no cash value, and you cannot redeem your Reward Night for cash.

If you redeem your Reward Night on a stay that is less than the maximum value of your Reward Night, you will not get the difference in cash, credit or anything else. You can redeem your Reward Night on a stay that costs more than the maximum value of your Reward Night – you just pay the difference.

If you have more than 1 Reward Night to redeem, you can choose which booking you want to apply it to. You cannot combine your Reward Night with any other offer, discount coupon, voucher or code, unless the terms for each of these say you can. This means that when you book a stay and redeem your Reward Night, you generally will not be able to get an additional discount on that booking.

If you redeem your Reward Night on a booking that is longer than 1 night, we will automatically apply its value to the most expensive night in that booking, subject to its maximum value.

Reward Night stays are subject to all applicable cancellation policies that are passed onto us by the Hotels.com Rewards property. If you cancel a Reward Night for which, had you paid for the night and cancelled it you would have been entitled to a full refund, we will return the Reward Night to your account. If you cancel a Reward Night for which, had you paid for the night and cancelled it you would have been entitled to a 1-99% refund, the Reward Night will not be returned to your account. If you cancel a Reward Night for which, had you paid for the night and cancelled it you would have not been entitled to any refund, the Reward Night will not be returned to your account.

If you want to change the dates of a booking that includes the Reward Night you redeemed, you will need to cancel the booking, wait for the Reward Night to be returned to your account, then rebook so you can apply your Reward Night to your new booking.

Benefits

Hotels.com Rewards Silver and Gold members will have additional benefits, which may be subject to additional terms and conditions. Benefits are promotional in nature and have no cash value and may not be transferred to another member or redeemed for cash under any circumstances. To the fullest extent permitted by law, we reserve the right to introduce, vary, suspend, or withdraw any benefits at any time without notice where the change is beneficial or does not have a material impact on you and otherwise with no less than 90 days’ notice. Certain program offers and program benefits may not be available in all territories.

Changes and Termination

Your Stamps will not expire as long as you keep your account active at least once every 12 months. This means you must collect a Stamp or redeem a Reward Night in that time, and when you do, the expiry date will be extended for another 12 months. If you do not collect Stamps or redeem Reward Nights in a 12 month period, your Stamps will expire and we may deactivate your account. If this happens, your Stamps will not be reissued. Sign into your account to check when your Stamps are due to expire.

We may change our terms and conditions at any time, with or without notice, including the rules for collecting Stamps, the different membership tiers and their qualification requirements and associated benefits, the rules for redeeming your Reward Night, the list of eligible Hotels.com Rewards properties, and the maximum value of a Reward Night. We may communicate these changes to you by email or on our Hotels.com website so please make sure you check your account regularly. Hotels.com Rewards has no end date and will continue until we close it, which could happen at any time. If we do close the Program, you will have 30 days from when we announce its closure to redeem any Reward Nights you have in your account. After that date, you will lose your Reward Nights and you will not be compensated.

By continuing to collect Stamps and redeem Reward Nights with Hotels.com Rewards, you accept any changes to these terms and conditions. You are responsible for keeping up to date on any changes that we may make. The most current version will always be available on our website.

General Hotels.com Rewards Terms & Conditions

We reserve the right to discontinue your membership if you act fraudulently or use our loyalty program in a way that does not comply with our terms and conditions, or any federal or state laws, regulations, statutes or ordinances. If we discontinue your membership, you may lose your collected Stamps and benefits. We also have the right to take appropriate administrative and/or legal action, including criminal prosecution if necessary.

While you are signed up to Hotels.com Rewards, we may communicate any updates to your account or transactions to you by email. We may take back your Stamps at any time. You cannot sell or transfer your Stamps, or combine them with another member’s Stamps. Stamps are not transferable if a member dies, if there is a domestic relations issue, or otherwise by operation of law.

We make no guarantees, warranties, or representations of any kind concerning the Program, except where a particular guarantee or warranty cannot be excluded under applicable law. Nothing in these Terms and Conditions is intended to exclude or restrict any non-excludable rights that you have under applicable law.

To the fullest extent permitted by law, you release Hotels.com and its affiliates, suppliers and partners from all liability regarding the earning, redemption, and use of Stamps, including any Reward Nights that, after receipt, may be lost, stolen, or destroyed, other than where such liability was caused or contributed to by a negligent or fraudulent act of Hotels.com. Hotels.com suppliers and partners are in no way affiliated with or responsible for Program administration.

It is a condition of membership to the Program that you consent and authorize us to collect, use and disclose the personal information collected by us in accordance with the Privacy Statement and all applicable privacy and data protection laws.

If any part of these Hotels.com Rewards Terms and Conditions are found to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions will not in any way be affected or impaired. Our failure or delay in enforcing any provision in these Hotels.com Rewards Terms and Conditions at any time does not waive our right to enforce the same or any other provision(s) hereof in the future.

These Hotels.com Rewards Terms and Conditions (and any other terms and conditions referenced herein) constitutes the entire agreement between you and us with respect to this Program and it supersedes all prior or contemporaneous communications and proposals, whether electronic, oral, or written, between you and us with respect to the Program.

The Hotels.com Rewards Program and Hotels.com Rewards Terms and Conditions are governed by the laws specified in the Terms of Service.

The Program is void where prohibited by law. Our failure to enforce any provision of these terms and conditions shall not constitute a waiver of that or any other provision. Our decision on all questions or disputes regarding the Program is final.

Member Prices

Member Prices are available to the following customers:

• Hotels.com Rewards members; and
• Users of the Mobile Application (as defined in these terms and conditions below).

Hotels.com Rewards members – If you are signed in to your Hotels.com account when browsing the website, you will automatically be shown Member Prices on selected properties where the "Member Price" banner is displayed.

Mobile Application users – When using the Mobile Application, you will automatically be shown Member Prices on selected properties where the " Member Price" banner is displayed. A user of the Mobile Application will not see Member Prices when accessing the website via other platforms, unless they are signed in as a Hotels.com Rewards Member.

Member Prices are available on selected properties and on selected dates only. Member Prices will only be displayed where applicable to your property search and are liable to change at any time.

Where a Member Price is displayed next to a price which has been stuck out (e.g. “$150 $100”), the struck-out price is based on the property’s standard rate on our site, as determined and supplied by the property. The "Prices" section of the Terms of Service will also apply to Member Prices.

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