Most common customer
service questions:
- How do I view or confirm my reservation?
- How can I change my reservation?
- How do I cancel my hotel reservation?
Change a
Reservation
Reservations cannot
be changed online. If you need to a make change to your reservation, please contact
our Customer Service Center at 1-866-270-2849 for assistance. Reservation changes
may be subject to a $25 change fee. If your cancellation or change request is made
after the cutoff date applicable penalties noted in the cancellation policy section
of your reservation may apply. Changes or cancellations made after check-in are
subject to 100% penalty. Once you have checked into a hotel you cannot cancel nor
receive credit for unused nights if you check-out early.
NOTE: You may be required to cancel your original reservation and rebook it for
the new dates. However, we suggest you first check availability for the new desired
dates in order to avoid any disappointment from canceling your first booking if
the new dates are not available.
Cancellation
Policies
What is the cancellation
policy? Will my credit card be charged if I do not cancel my reservation(s)?
Cancellation policies vary from each hotel and are implemented by hotels to avoid
holding a room available for a guest who will not use it. If you do not cancel your
reservation within the allotted cancellation period, the hotel will charge a penalty
(usually one night's room charge plus tax) to the credit card provided to reserve
the room. Please be sure to review the cancellation policy for your hotel carefully
during the booking process. If you have questions about the cancellation policy
for your particular hotel reservation, please contact our
Customer Care Centerfor assistance.
For non-cancelable reservations,
no changes or cancellations are permitted once a confirmation number is issued.
My cancellation policy
reads "Cancel 24 hours prior to arrival" and I plan on checking in at 11:00 pm.
Can I cancel my reservation by 11:00 pm on the day before my arrival?
Cancellation policies are related to the hotel check-in time, not your projected
arrival time. If your hotel cancellation policy indicates a 24, 48 or 72 hour cancellation
policy, it means you must cancel your reservation by 4:00 pm local hotel time of
the date in question.
Confirmation
of Booking
What if I do not
receive a confirmation at the time of booking?
If your confirmation page does not display after completing your booking, please
check your email for your confirmation. If you do not receive your email confirmation
within ten minutes please complete our request form and a duplicate copy will be
emailed to you.
What if I do not
receive my email confirmation?
If you do not receive an email after making a reservation, it may be that we have
the incorrect email address or your Internet Service Provider may have blocked the
email. If your Internet Service Provider supplies you with a SPAM filter, please
check that folder. Please complete our request form here. Be sure to include the
following information:
- The name the reservation was booked
under
- The hotel name and location (city)
- The check-in/check-out dates
How long will it
take for the hotel to have my reservation information?
The time it takes for a hotel will vary by specific hotel and arrival date. In most
cases the hotel should receive the reservation within an hour from booking (except
for nights and weekends when the hotel reservation department is closed.
There are certain reservations
that are booked out of an allotment. These rooms are guaranteed and payment will
be due upon check-out of the hotel. In some cases the hotel will not have your name
on the reservation until approximately one week prior to arrival.
If you booked a discounted
prepaid reservation, please print out a copy of your voucher and bring it to the
hotel to provide documentation that your reservation was paid in advance.
Save Rate
Hotels
What is a Save Rate
Hotel?
Save Rate Hotels are special discounted room rates that are designated by a
icon.
We book a high volume at these hotels to be able to negotiate lower rates than are
generally offered to the public. When you book a Save Rate, you can be confident
you are getting a great deal as they are backed by our Best Rate Guarantee.
Why are Save Rates
Hotels prepaid?
Prepaid reservations allow hotels to extend their deepest discounts. By prepaying
your reservation you are assured that the rate paid is secured and that you will
not be subject to room rate increases. The hotel room is charged to your credit
card at the time of the booking. Hotels typically collect payment information separately
for incidentals such as meals, movies, parking and phone calls. Cancellation terms
and fees apply to prepaid bookings.
What if I find a
lower price after booking a Save Rate?
If you find a lower price on another website within 24 hours of booking a Save Rate
hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will
match the rate PLUS pay you 10% of the difference in price.
Multiple
Room Reservations and Group Bookings
Our group reservations
services provide you with the convenience of booking rooms for groups at the hotel
of your choice. For your convenience you can book up to four rooms online through
our hotel booking engine.
Best Rate
Guarantee
What is the Best
Rate Guarantee?
Our Save Rate Hotels are guaranteed to be lowest rate available online at the time
of booking. If you find a lower price on another website within 24 hours of booking
a Save Rate Hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will
match the rate PLUS pay you 10% of the difference in price.
Special Rates
and Discounts
How do I know if
I qualify for a specific rate?
Rates displayed may include government, corporate, senior and AAA discounts. At
the time of check-in, you may be required to present special documentation to confirm
that you are qualified to receive the rate booked. Please refer to the rate description
for information regarding ID or membership requirements. You will not receive these
special rates at check-in without the proper identification, even if you booked
the special rates online.
Can I use coupons
from the hotel?
Currently we cannot accept hotel coupons towards your reservation.
What if I find a
lower price after booking a hotel?
If you find a lower price on another website within 24 hours of booking a Save Rate
hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will
match the rate PLUS pay you 10% of the difference in price.
Check-in/Check-out
Information
What is the hotel
check-in time?
Typically, the hotel check-in time is after 3:00 pm local hotel time.
Will the hotel hold
my room if I am arriving late?
Because your reservation is guaranteed with a credit card the hotel is obligated
to hold your room until 7:00 am the day after arrival.
What if I need early
arrival?
Early arrival should be requested in the special request section of the reservation
page. Every effort will be made to accommodate your request; however it is subject
to availability upon arrival at the hotel.
Room Occupancy
What if there will
be more than two adults in the room?
Most hotels allow additional guests to stay in the rooms at a charge (usually between
$10 - $20 USD per person, per night) provided the room has not exceeded the maximum
number of guests per room. If you book a room that cannot accommodate your party
size, the hotel may cancel your reservation or require that you book additional
rooms. Please note that we can not be held responsible if you book a room type that
cannot accommodate your party size.
Our children will
be traveling with us - do they stay free?
In the
United
States
children less than 12 years of age typically stay for free in the room using the
existing bedding. In most other countries only children under the age of three stay
free. The age requirements differ depending on the specific hotels policies, which
can be viewed in the hotel information. It is the hotel's discretion to charge additional
fees for extra persons staying in a room.
Special Requests
What if I need a
specific type of hotel room (non smoking, handicapped, etc...)?
Please enter your request in the special request field of the reservation form.
Every effort will be made to accommodate your request(s); however they are subject
to availability upon arrival at the hotel and cannot be guaranteed.
Refunds
If I check out early
on a Save Rate reservation, can I obtain a refund for the nights I did not stay?
Upon arrival and check-in at a hotel, you are responsible for consuming the entire
length of stay. No refunds or credits will be issued for any nights reserved, but
not consumed.
Receipts
How can I obtain
a receipt for my hotel room?
Your e-mail confirmation is your receipt. Please retain a copy for your records.
If you need a duplicate copy, please contact our
Customer
Service Center
and provide them with the following information:
- Guest first/last name
- Check-in/check-out dates
- Hotel name
A copy of your reservation
will be sent to you via email.
Credit Cards
What credit cards
do you accept?
We currently accept the following major credit cards: Visa, MasterCard, American
Express and Discover.
Will my credit card
be charged when I book my reservation?
This varies with the type of rate selected and the hotel selected. All Save Rate
reservations are charged at time of booking, including any service fees noted in
the taxes and fees section. For additional information, please refer to the hotel's
individual deposit policy.
Security
and Privacy
We are so confident
that your credit card transaction will be secure that we back every online purchase
made on our booking engine with our Shop Safe Guarantee.
Use of the hotel booking
engine constitutes acceptance of our User Agreement and Privacy Policy.
Customer
Service Department
New reservations:
Please call 1-888-254-0637
Outside the
US
please call 00-800-84469370 or +1 210 507 5997
Give promo code 18229
Existing reservations:
Contact a Customer Service representative at 1-866-270-2849
|