Frequently Asked Questions

Is my credit card information secure?

Yes. This is one of the things we take very seriously, and as a result, we use a secure server that encrypts the card numbers and encodes it in a manner that is not usable to anybody else other than ourselves. Our secure socket layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name and address so that it cannot be read as the information travels over the Internet.

Why is my credit card being declined?

It's usually is one of the following reasons:

  • Your card is expired.
  • Your current purchase causes you to exceed your credit limit.
  • There is an error in the checkout process.
  • The type of card is not accepted by the hotel.
Can I request a room close to the pool or preferred floor?

If special requests are being accepted, it will be seen on the reservation form prior to submission to the hotel. Then the staff will try their best to accommodate your special requests, although this is not a guarantee that this can be done all the time. In most cases, these requests are granted because they are available or possible.

Is the room rate per night or for each person staying?

All of the rates that are displayed indicate a per night basis and is based on a double occupancy per room unless it is specified otherwise. Please go over the room descriptions and rate rules to make sure that the room you have selected can accommodate the number of people who will be staying. Any extra children or adults above the room's listed maximum occupancy may be subjected to additional charges at the hotel's discretion. There are also some rates that may require identification to be presented at the hotel.

Can we take advantage of special discounts?

There are many hotels that offer limited time deals. If a particular hotel has a deal currently going, it will be displayed for you to see.

What happens as soon as I make reservations?

As soon as you have confirmed your reservation request, a new screen will indicate your confirmation and itinerary number. Please retain this information as this is used whenever you communicate with us or whenever we have some updates to send to you.

How can I cancel my reservation request?

Subject to certain restrictions, you may cancel your reservation from our manage reservation page. You will need your reservation itinerary number and the email address you used for the booking. To view or manage your reservation, please click here.

Will I be receiving any confirmation from the hotel?

No. The only email confirmation that you will receive will be from us, which is all that you will need. This email will display your confirmation and itinerary number, hotel information, and the cancellation policy of the hotel.

What is the cancellation policy of the reservations that I have made?

As you are completing your reservations, our Cancellation Policy will be displayed at the end. You can also view the Cancellation Policy on this site for your reference. Some cancellation policies are dictated by the lodging and vary from one lodging to another. Please review each cancellation policy carefully. While some hotels do offer refunds, there are some reservations that are non-refundable and cannot be cancelled once the hotel is booked.

What are taxes and fees collected for?

Please refer to our Taxes and Fees section on our terms and conditions page.

What if there are more than two adults in a room?

The number of guests allowed in a hotel or vacation property varies from one property to another. Please reference the hotel information page for the appropriate policy.

Where can I pick up the keys for my vacation rental?

The email that you will be receiving will confirm your reservation for the unit and will provide details as to when and where you can pick up the keys to your rental unit.

Are there hotel shuttle services to/from the airport?

In most cases, hotels offer shuttle services to and from the airport. This will be listed on the lodging information page. If this service is offered, the hotel may charge an additional fee.

Is parking available?

Please check the hotel’s information page for details on parking.

Do kids stay free?

Please check the hotel information page for details.

Are cribs or rollaway beds available?

Please check the hotel information page for details on cribs and rollaway beds as the policy varies from one property to another. Make sure to indicate your need for a crib or rollaway bed on the special requests section of the reservation form.

Is free breakfast included?

Please check the hotel information page for details on what, if any, breakfast is offered, as the policy varies from one property to another.

Do hotels set a minimum age requirement?

Please be aware that there are some hotels that have minimum age requirements especially when reserving a room (typically 18-21). Please email our customer care agent if you have questions.

Contact Us

Didn't find the answer in our frequently asked questions?
For escalated issues that require a supervisor's attention or payment related issues, please fill out the form below (Please include your Itinerary number for a quicker response). For general inquiries that do not require a supervisor's attention or inquires not related to payment issues, please call us toll free at 1-866-539-7847.

For NEW Reservations: Call 1-866-539-7847


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