Support & FAQs

Making A Reservation

  • Q: Can I Book By Phone?

    Yes indeed! We have experienced agents available 24/7 to assist you with your travel needs. Please call us at 1-866-221-8591 for new bookings.

  • Q: Is the room rate per person or per night?

    All rates displayed are nightly, and based on double occupancy per room unless otherwise specified. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the properties discretion. Some rates may require special identification. Our booking fees, taxes, and other surcharges imposed by the hotel are not included.

  • Q: Can I book a reservation for someone else?

    Yes you are welcome to book for someone else. Please remember to make sure you put the correct guest name and input a contact phone number for the traveler.

  • Q: How do I submit special room requests for bedding, smoking preference, connecting rooms, etc.?

    Send an email to us with the booking number, guest name, dates of stay and your preferences and we will submit this request to the property. Please note all requests are based on the hotels availability and are not guaranteed.

  • Q: I should receive a discounted rate. How do I get this?

    The rates displayed are the only rates available to this site for making reservations. These rates may include government, corporate, or senior discounts. You may need special documentation at check-in to confirm you are qualified to receive that rate. Please do not expect to receive such a rate at check-in without the proper identification even if you have selected to book it online.


Updating Or Cancelling a Reservation

  • Q: How do I change my reservation?

    We do not change or modify existing nights to reservations. You can cancel your reservation online through My Reservation or by calling our customer service number at 1-866-349-2091 You may add a night(s) to an existing reservation by creating a new reservation for your requested nights.

  • Q: Is There a Change or Cancel Fee?

    We do not modify reservations. If you need to cancel the first or last night of your reservation, access your reservation at My Reservation. Simply cancel your original reservation and rebook for your new dates. There is no change or cancel fee on most published rates booked either online or by phone. However, there may be a cancellation fee on some unpublished or special promotional rates. Note, there may be applicable hotel charges if cancelled past the cancellation deadline - this is mandated by the particular hotel. Please refer to your confirmation receipt or the cancellation policy noted on your reservation details.

  • Q: I canceled my reservation, when will I receive my refund?

    Reservations cancelled online prior to the published cancellation policy typically take 7 – 10 business days to post back to your account. However, some refunds can take up to 30 days or the next cycle to post to your credit card statement, depending on your financial institution.

  • Q: What if I forgot to cancel my reservation?

    If you do not cancel your reservation, you will be charged for the entire stay.

  • Q: How do I know if my reservation was cancelled?

    Once you cancel your reservation, we will issue a cancellation reference number to your booking itinerary and email you a cancellation confirmation to the email address on file.


Support


Hotel Information

  • Q: I had a problem at the property, can you help?

    Definitely! If you are having issues with or while at the property and a property representative is unable to resolve your issue directly, please feel free to call us at 1-866-349-2091. Tell us what the problem is and we will work with the property to make it right.

  • Q: Will I receive frequent stay points?

    Some hotels offer points and some do not. We recommend that you inquire about points when you arrive at the hotel.

  • Q: What do I need to provide the property at check-in?

    Most properties will require you provide a photo ID along with a credit card for incidental purchases.

  • Q: Is there a hotel shuttle service to/from the airport?

    Many hotels offer prepaid and complimentary shuttle service to and from the airport. If this is a service the property offers, you will need to make arrangements directly with the hotel and additional charges may apply.

  • Q: Is parking available? Free parking? Long-term parking?

    Long and short term parking rates vary by hotel. While most hotels offer free parking to their guests, many downtown and urban properties do charge a fee. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates).

  • Q: What if there will be more than two adults in the room?

    Most hotels allow additional guests to stay in the rooms for an additional charge (e.g. typically between $5.00-$20.00 per person). Please note most hotels will have maximum occupancy requirements based on bedding and room type.

  • Q: Do children stay for free?

    Although this varies by property, typically children under 12 years of age stay for free in their parents room - using the existing bedding. It is important to disclose all the occupants in your party and disclose their ages upon request.

  • Q: Are rollaway beds/cribs available?

    Most hotels offer rollaway beds and cribs (typically at a charge $5.00–$20.00 each). Some may have restrictions on what room types will allow rollaway beds.

  • Q: Is breakfast included?

    This varies by hotel and while many hotels offer free breakfast, we encourage you to review the descriptions or contact the property prior to check in. Breakfast options typically range from continental to buffet or full service.

  • Q: Do hotels have minimum age requirements?

    Please be aware that most hotels may have minimum age restrictions or requirements when reserving a room. For example, some hotels with casinos may require you to be 21 years of age to check into a room. We require you to be a minimum of 18 years of age to book a reservation. If in doubt, feel free to contact one of our customer service representatives at 1-866-221-8591.


Itenerary & Confirmation


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