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Most common customer service questions:


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 0845 644 0978 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.

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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.

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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. Please complete our request form here. Be sure to include the following information:

  1. The name the reservation was booked under
  2. The hotel name and location (city)
  3. 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.

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Hot Rate Hotels

What is a Hot Rate Hotel?
Hot Rate Hotels are special discounted room rates that are designated by a SAVE or HOT 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 Hot Rate, you can be confident you are getting a great deal as they are backed by our Best Rate Guarantee.

Why are Hot 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 Hot Rate?
If you find a lower price on another website within 24 hours of booking a Hot 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.

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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 goto Group Bookings Site to make a group booking.

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Best Rate Guarantee

What is the Best Rate Guarantee?
Our Hot 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 Hot 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.

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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 Hot 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.

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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.

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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.

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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.

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Refunds

If I check out early on a Hot 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.

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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.

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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 Hot 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.

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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.

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Customer Service Department

New reservations:
Please call 0845 644 0978
Outside the US please call 0044845 644 0978
Give promo code 14754

Existing reservations:
Contact a Customer Service representative at 0845 644 0978

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