One Key Terms and Conditions

Effective from July 6, 2023

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 and Expedia Rewards program terms below will apply to you if you use your Account on Hotels.com and/or Expedia outside of the US.

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 above, that Account automatically gives you access to the Program.

"Eligible Accommodation Rental" means a stand-alone booking of a participating short-term rental accommodation booked by a Member through a Participating Brand and later completed. Please note that not all short-term rental accommodation are eligible, please check the short-term rental accommodation details page for eligibility.

"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 in US Dollars 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 Member through a Participating Brand that 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 defined in more detail below), 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) in US dollars 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.

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.

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. No OneKeyCash will be earned on the portion of the Redemption Reward which is fully paid for (or partially paid for) with OneKeyCash.

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

Upon making an Eligible Booking, the anticipated amount of OneKeyCash and Trip Elements to be earned are held in pending status until an Eligible Booking is completed and payment has been confirmed. See chart below for the length of time it may take for OneKeyCash and Trip Elements to move from pending to available status.

Eligible Booking
OneKeyCash and Trip Element Confirmation Timing
Hotel paid at time of booking (“Pay Now”)Up to 3 days after the Eligible Booking is completed
Hotel paid at time of stay (“Pay Later”)Up to 35 days after the Eligible Booking is completed
Accommodation Rental (“Pay Now”)Up to 45 days after the Eligible Booking is completed
Accommodation Rental (“Pay Later”)Up to 45 days after the Eligible Booking is completed
FlightsUp to 10 days after the Eligible Booking is completed
PackagesUp to 3 days after the Eligible Booking is completed
Car (“Pay Now”)Up to 3 days after the Eligible Booking is completed
Car (“Pay Later”)Up to 90 days after the Eligible Booking is completed
ActivitiesUp to 3 days after the Eligible Booking is completed
CruiseUp to 45 days after the Eligible Booking is completed

4.2 Earning Base OneKeyCash

OneKeyCash can be earned by making an Eligible Booking through a Participating Brand as set forth below.

Eligible Flights

Earn 0.2% in OneKeyCash for every $1 spent (excluding taxes and fees) on Eligible Flight Bookings booked through a Participating Brand. Where Price Drop Protection has been purchased with the Eligible Flight Booking and a refund for the difference of the price of the flight is provided in accordance with the Price Drop Protection Terms and Conditions, the Eligible Flight Booking value will be adjusted to reflect the reduced price and the OneKeyCash earned will be adjusted accordingly.

Eligible Bookings (non-flight)

Earn 2% in OneKeyCash for every $1 spent (excluding taxes and fees) on the following Eligible Bookings booked through a Participating Brand:

  • Eligible Hotels
  • Eligible Accommodation Rentals
  • Eligible Activities
  • Eligible Packages
  • Eligible Cars
  • Eligible Cruises

Non-Eligible Bookings

Purchases for the following are not eligible to earn OneKeyCash or Trip Elements:

  • Car rental bookings made on Hotels.com
  • Gift cards
  • Bookings made on the “Groups & Meetings” link on a Participating Brand
  • Event tickets purchased on https://www.expedia.com/event-tickets
  • Insurance
  • Flights booked directly via an airline’s website, even if your original flight search was conducted on a Participating Brand
  • Pricing products including but not limited to Price Drop Protection

4.4 OneKeyCash Expiration

Base and Preferred Inventory OneKeyCash will not expire as long as you have made an Eligible Booking or redeemed a Redemption Reward through a Participating Brand on your Account at least once in the preceding eighteen (18) months. If there has been no such activity, all accumulated Base and Promotional OneKeyCash and Trip Elements in your Account will expire and will not be reinstated. Promotional OneKeyCash may have a different expiry period, please check the offer-specific terms and conditions for details. As is the case with all categories of OneKeyCash, Preferred Inventory OneKeyCash is promotional in nature, has no cash value and may not be transferred to another Member or redeemed for cash under any circumstances.

4.4 OneKeyCash Expiration

Base and Preferred Inventory OneKeyCash will not expire as long as you have made an Eligible Booking or redeemed a Redemption Reward through a Participating Brand on your Account at least once in the preceding eighteen (18) months. If there has been no such activity, all accumulated Base and Promotional OneKeyCash and Trip Elements in your Account will expire and will not be reinstated. Promotional OneKeyCash may have a different expiry period, please check the offer-specific terms and conditions for details. As is the case with all categories of OneKeyCash, Preferred Inventory OneKeyCash is promotional in nature, has no cash value and may not be transferred to another Member or redeemed for cash under any circumstances.

5. OneKeyCash Redemption

OneKeyCash can be used for Redemption Rewards where specified on a Participating Brand.

OneKeyCash cannot be used on any Pay Later bookings. 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. 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.

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

5.1 Flight Redemptions

Flight Redemption Rewards are available on eligible airlines , on insurance and on Price Drop Protection (when purchased). In order to book a flight using OneKeyCash, you must have enough OneKeyCash available to cover the entire cost of the flight being booked, including all taxes and fees. OneKeyCash cannot be used to pay for items not included in the fare such as seat choice or baggage, and cannot be used to pay for flight booking changes. If you do not see the ability to apply OneKeyCash on the checkout page, this is an indicator that: you do not have enough OneKeyCash to cover the entire flight cost, you have added additional items for purchase such as seat choice or baggage, and/or the flight is not eligible for a Redemption Reward, and therefore ineligible to use OneKeyCash on that booking. Flights do not have to be roundtrip, flights into and out of different airports are permitted. Holds cannot be placed on flight Redemption Rewards. Only the Member can use OneKeyCash, but the flight Redemption Reward may be booked in the name of the Member or any other person the Member designates. Once tickets are issued, the tickets are not transferable and may be used only by the individual named on the ticket.

5.2 Hotel Redemptions

You can use available OneKeyCash to pay the partial or full cost of a “Pay Now” hotel. OneKeyCash can only be used where payment is being made on a Participating Brand at time of booking where the “Pay Now” option is presented. OneKeyCash may be used on insurance where the redemption is being made with a “Pay Now” hotel as described in this paragraph.

5.3 Short Term Rental Redemptions

You can use available OneKeyCash to pay for the partial or full cost of a participating short-term rental. Where a participating short-term rental offers multiple instalment payments, OneKeyCash may only be used to pay for the partial or full cost of a first instalment payment . OneKeyCash cannot be used on a refundable damage deposit. Where making a booking request, OneKeyCash is only used to pay for the partial or full cost of the participating short-term rental once the booking has been confirmed. OneKeyCash cannot be used on all short-term rentals, please check the short-term rental details page to see eligibility.

5.4 Car Redemptions

You can use available OneKeyCash to pay for the partial or full cost of a “Pay Now” car rental and insurance on Expedia.

5.5 Activities Redemptions

You can use available OneKeyCash to pay for the partial or full cost of a "Pay Now" activity and insurance.

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).

Silver5 Trip Elements in a calendar year
Gold15 Trip Elements in a calendar year
Platinum30 Trip Elements in a calendar year

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.

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

Flights1 Trip Element for an Eligible Flight where each ticket (a roundtrip flight ticket and any stopover(s) are deemed to be 1 Trip Element, a multi-city ticket is deemed to be 1 Trip Element for each segment) in the booked flight itinerary is flown
Hotel1 Trip Element for an Eligible Hotel per room per completed night stayed
Accommodation Rental1 Trip Element for an Eligible Accommodation Rental per completed night stayed
Car1 Trip Element for an Eligible Car per day per completed car rental reservation
Activities1 Trip Element for an Eligible Activity for each ticket where the activity is completed. Where the Eligible Activity is Ground Transportation, 1 Trip Element for a completed round trip.
Package1 Trip Element for an Eligible Travel Component completed as outlined in this table
Cruise1 Trip Element per cabin per night for the length of the voyage (regardless of the number of guests)

Silver, Gold and Platinum members will have additional Program Benefits, which may be subject to additional terms and conditions. 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. Please see here for further details of Program Benefits. Certain Program offers and Program Benefits may not be available in all territories.

7. One Key Hotel Price Guarantee Terms and Conditions

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.

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, 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, no OneKeyCash or Trip Elements will be earned, and 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. Promotional OneKeyCash will not be reinstated to your Account if the expiry period for the Promotional OneKeyCash has passed. 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.

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.

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. 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

Hotels.com

Vrbo

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.

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 then-current standard rate on our site or app, as determined and supplied by the Travel Supplier.

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:

Change
Notification Period
A material change to the Terms and Conditions that substantially limits (a) the way OneKeyCash is earned or redeemed by Members (or any membership tier); or (b) Program Benefits for Members (or any membership tier)At any time by giving Members at least 90 days’ notice
Any other changes to the terms and conditionsAt any time with or without prior notice to Members, where the changes are beneficial to you or would not have a material impact on you. These changes will apply from the date that they are published on https://hotels.com/one-key-terms

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.

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.

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 Bonus 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

Hotels.com

Vrbo

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 or 1-877-787-7186

Hotels.com or 1-800-246-8357

Vrbo or 1-877-202-4291

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 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 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) in