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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 800-700-2619 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 Center for 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.
If you require five or more rooms please go to
Group
Bookings Site to make a group booking.
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 800-700-2619
Outside the US please call
+1-210-507-5997
Give promo code 09191
Existing
reservations:
Contact a Customer Service
representative at 800-700-2619
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