QUESTIONS

If you don't find your answer here, please email us for help or give us a call at 1-800-642-4271.

Reservations:

  1. Do I have to send my credit card through the Internet to book a reservation? Is your reservations process secure?
    Yes, a credit card is required for all reservations made via the Internet. To protect against the unauthorized use of your credit card, the reservations process is handled on a secure server that encrypts your credit card information.
  2. Will my credit card be charged if I don't cancel and I don't show up?
    Yes, reservations are automatically guaranteed to your credit card. To avoid being charged, reservations must be canceled in accordance with the cancellation policy outlined by the hotel for the rate and dates booked.
  3. Can I cancel a reservation online?
    Yes, to cancel a reservation online, click on the "Existing Reservation" tab at the top of the screen. Retrieve your reservation and click on the "Cancel Reservation" button to the right of the confirmation number. Please retain your cancellation number for your records.
  4. How do I retrieve my reservation online?
    You may only view a reservation that was originally booked online. To do so, click on the "Existing Reservation" tab at the top of the screen to access your reservation. Once it has been retrieved, you will have the ability to make changes, cancel, get driving directions, or send the details to an e-mail address.
  5. How do I modify a reservation?
    Yes, to make changes to a reservation online, click on the "Existing Reservation" tab at the top of the screen. Retrieve your reservation and click on the "Change Reservation" button to the right of the guest name. Please retain your cancellation number for your records.
  6. Can I book more than one room in a single reservation?
    You may book up to nine rooms in a single reservation by adjusting the "# of Rooms" dropdown box in Step 2. If you have already made a reservation and need to book additional rooms at the same hotel, click on the Book Another Room link at the top of the original reservation confirmation. Please note that a request for multiple rooms placed in the "Comments" field does not constitute a guarantee for additional rooms.
  7. What if I need to book several rooms (for example, for my family reunion)?
    Ten or more rooms for the same arrival and departure pattern is considered a group booking. Group bookings typically have different rate and availability structures, handling instructions and deposit requirements than non-group reservations. To book 10 or more rooms, you can reference our Group section of this website. Or, you can call our Group Department at 1-800-642-4239.
  8. What rates can I book online?
    You have access to the same rates and availability online as you would if you called the hotel directly. This includes access to special rates that require special membership or affiliation, such as AAA members, American Association of Retired Persons (AARP) members, and United States federal government/military. In addition, we sometimes load 'internet-only' rates. Proof of eligibility, e.g., a membership or affiliation ID card, may be required upon check-in for certain rates.
  9. I often see corporate rates online. I'm self-employed, can I book these?
    Yes, anyone traveling on business is eligible for these corporate rates.
  10. My company has negotiated a special rate with your hotels. Can I book them online?
    Yes, a special company code is required and must be placed in the corporate/promotional field when making a reservation. If you need access to this code be sure to contact your Corporate Travel advisor or your sales representative.
  11. If I change my reservations, will my rate change?
    There is a possibility that it might. Rates are dependent on many factors such as seasonality, day of week, length of stay, room type, number of people in the room, etc.
  12. Is it possible to have more than one rate in the same reservation?
    Yes it is. In instances where there is a rate change during the length of the stay, the rate change will be reflected on your reservation request and your confirmation.

Special Requests:

  1. I have a special request such as a king-size bed, nonsmoking or handicap accessible room. How do I book these?
    You may select a specific bed type or smoking preference in the "Preferences" section of the reservation process. The system will let you know immediately whether your specific preference is available. If your preference is not available, the system will provide you with options.
  2. I need connecting rooms/early check-in. Can I book these online?
    You can enter special requests for connecting rooms, early check-in, etc., through the "Special Requests" field of your reservation. The hotel will do its best to accommodate your request. Please inquire about the status of your request at the front desk upon check-in.
  3. I want to bring my pet. Will the hotel allow it?
    Pets are welcome at most locations nationwide. Please review the property overview for individual hotel policies and when booking online, place a note in the "Special Requests" field of the customer information page indicating that you are traveling with a pet, if allowed. If pets are allowed at the desired location, let the Reservation Sales Agent or front desk Sales Representative know that you are traveling with a pet, when making your reservations by phone.