Frequently Asked Questions

Check-in times are listed on your reservation confirmation. The option to check in early or late is dependent on the hotel's policies and availability. You may contact your hotel directly to inquire about early or late check-in.

Please keep in mind that while most reservations are guaranteed for late arrival, failure to arrive on the first day of your reservation (before midnight hotel time on your check-in date) may prompt the hotel to cancel your reservation if you have a multiple night reservation. Contact your hotel to let them know you will check-in late.

You will find your hotel’s contact information on your itinerary. You can find your itinerary by going to My Profile on the homepage.

You must be at least 21 years old to book a hotel through our website.

Same-day reservations are available in most areas, for most of our hotels.

Please keep a few things in mind when requesting a same-day check-in:

• Availability may be limited
• When booking a reservation for immediate check-in after midnight, enter yesterday's date into the check-in date field

What are Pricebreakers®?

• Pricebreakers® are exclusive deals that will allow you to save up to 60% off the listed price.
• We’ll disclose 3 different hotels and you will get one of the 3 hotels mentioned.
• Pricebreakers® are non-refundable. 

How does it work?

• We group 3 hotels under one low price and we’ll reveal your hotel right after you book. You will be confirmed at one of the 3 hotels shown.
• The hotels that are grouped in our Pricebreakers® are based on the following criteria: zone/area, star rating and certain amenities.
• Keep in mind that our Pricebreakers® deals are based on availability. Select the Pricebreakers® tab on our website to determine if we find a deal that matches your search.

Throughout your booking experience, there are many opportunities to review your hotel's amenities. Be sure to confirm that your hotel satisfies your needs prior to confirming your reservation. If you have any questions about the amenities, please contact your hotel directly.

Special requests are at the discretion of our partner and are not guaranteed. Just a heads up that if available, there may be an extra charge payable directly to the property. 

If you need specific bedding or have other special requests (including preferences for smoking or non-smoking rooms), you can submit a special request on our website. Here’s how:

• Log in to My Profile if you have a account, or select My Profile at the top of the page.
• Once the trip is located, click on Booking History and scroll down to Manage section within the reservation page.
• Select the self-service link Submit a special request and enter your request. If you’re satisfied with your selection, click Submit Request
• The next page will indicate that your request has been successfully submitted.

We’ll pass your request to our partner for accommodation. We highly recommend contacting the hotel before arrival to confirm your request as each property has its policy on limitations, availability, and costs. 

The partner’s phone number is listed on your itinerary page.

What is Travel Insurance and how do I get it?

Just like you have car and homeowners insurance to protect your investments, Allianz Trip Protection can keep your travel budget safe from unexpected travel mishaps and emergencies—giving you peace of mind before and during your trip entire trip. Plans can include trip cancellation and interruption protection, emergency medical benefits, lost or damaged baggage protection, 24-hour live assistance, and more.

Buying travel insurance is easy. If you have not yet booked your trip, simply select travel insurance when you see the offer while finalizing your trip purchase. It’s often the most affordable way to protect your trip.

Visit our Allianz Global Assistance partner page for more information.

How do I make a Travel Insurance claim?
If you are cancelling your trip, be sure to contact us first to inform them of your cancellation.
In order to file a claim, please contact Allianz Global Assistance by any one of the following ways:

Online Claim Initiation: http://www.etravelprotection.com/
By phone: Toll free at: 1 (888) 769-6105
By mail: Allianz Global Assistance P.O. Box 71533 Richmond, VA 23286-4684
By email: customerservice@allianzassistance.com Claims should be submitted within 90 days of incurring the covered loss. The majority of claims will be processed within 30 days after the all supporting documentation is received.

You will need the following when checking in to the hotel:

• Government-issued photo identification such as driver's license or passport. Other valid photo ID may be acceptable depending on the hotel.
• Hotel confirmation number, which can be found on your itinerary. You can find your itinerary by going to My Prfile on the website.
• Valid credit card to guarantee the reservation and for incidental charges or fees that may be incurred during your hotel stay. These charges may be mandatory such as resort fees or optional as in parking, phone calls or minibar charges which are not included in your price per night. If you do not have a credit card, some properties may allow you to leave a cash deposit for incidentals. If you plan to leave a cash deposit, please call your confirmed hotel to determine if they allow it and what the required amount is.

For Pay When You Stay Retail hotel reservations, we do not charge your credit card but instead pass your credit card information along to the hotel in order to secure your reservation. For those reservations, the hotel will charge your card in local currency for the room rate and for taxes. Some hotels, consisting mostly of hotels outside of the United States, charge a tax inclusive rate that includes your room rate and taxes. If the hotel you select is charging a tax inclusive rate, it will be indicated on your contract page prior to finalizing your reservation.

For other hotel reservations, we will charge your credit card directly in the currency you selected. You will be informed on our website whether we are charging you directly or are passing your credit card information to the hotel to secure your reservation. In connection with facilitating your hotel transaction when we charges your card, the charge to your payment method will include a charge for Taxes and Service Fees. This charge includes an estimated or anticipated amount to recover the amount we pay to the hotel in connection with your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax or other similar taxes. In certain locations, the tax amount may also include government imposed service fees or other fees not paid directly to the taxing authorities but required by law to be collected by the hotel. The amount paid to the hotel in connection with your reservation for taxes may vary from the amount we estimate and include in the charge to you. The balance of the charge for Taxes and Service Fees is a fee we retain as part of the compensation for our services and to cover the costs of your reservation, including, for example, customer service costs. The charge for Taxes and Fees varies based on a number of factors including, without limitation, the amount we pay the hotel and the location of the hotel where you will be staying, and may include profit that we retain.

Except as described below, we are not the vendor collecting and remitting taxes to the applicable taxing authorities. Our hotel suppliers, as vendors, include all applicable taxes in the amount billed to us and we pay over such amounts directly to the vendors. We are not a co-vendor associated with the vendor with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate and the type of applicable taxes vary greatly by location.

For transactions involving hotels located within certain jurisdictions, the charge to your debit or credit card for Taxes and Service Fees includes a payment of tax that we are required to collect and remit to the jurisdiction for tax owed on amounts we retain as compensation for our services.

Depending on the property you stay at you may also be charged (i) certain mandatory hotel specific service fees, for example, resort fees (which typically apply to resort type destinations and, if applicable, may range from 10 to 40 USD or its equivalent per day), energy surcharges, newspaper delivery fees, in-room safe fees, tourism fees, or housekeeping fees and/or (ii) certain optional incidental fees, for example, parking charges, minibar charges, phone calls, room service and movie rentals, etc. These charges, if applicable, will be payable by you to the hotel directly in local currency at checkout. When you check in, a credit card or, in the hotel's discretion, a debit card will be required to secure these charges and fees that you may incur during your stay. Please contact the hotel directly as to whether and which charges or service fees apply.

Please note that we are unable to facilitate a rebate of Canadian Goods and Services Tax ("GST") for customers booking Canadian hotel accommodations utilizing our services.

Tax Exemptions

We do not provide the option to purchase travel that is tax exempt and our partners cannot deduct the taxes from purchases made through our website.

If you are going to be later than expected, please contact your hotel directly to put a hold on your room.

Special requests are at the discretion of the hotel and subject to availability. Keep in mind that if available, there may be an extra charge payable directly to the hotel.

Your ability to select bed types in advance depends on the type of booking:

If you booked an Express Deals® – we deal in which the full itinerary is revealed only after you book – the bedding type may be selected at time of booking.

All other hotel bookings (excluding Express Deals®), will present the bed type for you to select when making the reservation. Rooms booked on oyr website are guaranteed to accommodate the maximum occupancy shown on your itinerary page. Special needs including smoking preference cannot be guaranteed, but can be requested through your hotel after your reservation is confirmed.

Due to COVID-19, specific travel restrictions favoring essential lodgers may be in place. Check your national, local, and health advisories before you book your Hotel.

Option 1: Cancel online using our self-service tools:

• Log into My Trips if you have a account, or search Find My Trips and select (Booking History) next to the reservation you want to cancel.
• Look for a “Cancel” button within your reservation page and read the policies associated with a cancellation. If you’re satisfied with those options, go ahead and click Cancel.
• You should receive an email confirming when we have cancelled your booking. That email may not include an update on your refund/credit request. When we have processed that request, we will again notify you. 

Option 2: Contact Customer Care

If you are unable to cancel your hotel using our online tools, you can contact Customer Care

Other hotel related concerns: 

• How do I make a change to the name on my reservation? 
  • Unfortunately, you cannot change the reservation name after purchase. 
• How can I add a name to my reservation? 
  • Please contact your confirmed hotel to make note of the additional name on the reservation.

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Airline/Hotel/Rental Car Rewards programs

Because our reservations are already deeply discounted, our products cannot be purchased using points, miles or rewards.

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