Frequently Asked Questions

At Hotels For Everyone, we understand that you might have questions about making or changing a reservation given the varying requirements of hotels, suppliers and property managers. We have done our best to provide you with easy to follow information. Below you will find answers to the most frequently asked questions about making reservations and customer service. If you need additional assistance call us at 800-916-8592, we will be there for you.

Lodging Questions and Answers

Car Rental Questions and Answers

Property Manager's Questions and Answers

Lodging FAQ

Making a Reservation

Confirming a Reservation

Canceling a Reservation
- What is the cancellation policy on my reservation?
- How do I cancel a reservation?

Miscellaneous

Making a Reservation

How do I reserve my room?
You may reserve your hotel over the phone 7 days a week, 24 hours by calling us at 800-916-8592 or visit our Lodging Search Form to complete the reservation yourself. Once you enter the city where you wish to stay and check in and checkout dates you will be shown a list of hotels and vacation rentals with availability. From here you may sort or narrow your selection based on price, proximity to landmarks, amenities or hotel name. After you make your final selection you may be able to select from different room types and then you will be taken to a secure reservation form to finalize your reservation.

After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room information in the center of the screen, then clicking on the Book It button on the right side of the screen.
After you have selected your desired room type, you will be taken to a "Secure Reservation Request" form. Then you will need to review the "Reservation Information" and fill in the blanks on the "Guest Information" section. Be sure your name and email address are spelled correctly.
After you fill out all of the needed information, press the "Submit Reservation" button.
If further correspondence is necessary prior to confirming the reservation, a Customer Care agent will reply back to you with an email within 24 hours.

Is it safe to use my credit card?
Yes. We take this matter very seriously. To ensure your security, our network utilizes a secure commerce server, which encrypts the credit card number and encodes it into a non-usable form.

What credit card types are accepted for guarantee/deposit?
The card types accepted for guarantee/deposit will be listed in the Info section of the hotel description.

My credit card number is correct, but the hotel is not accepting it. Why?
There are a few possibilities:

Your card type is not accepted at the hotel.
The card expiration date precedes the reservation date.
You have reached your credit limit.
There is a computer error.

If needed, you may call us at 800-916-8592 to complete your booking.

Can I specify where I would like my room located (preferred floor, next to pool, etc.)?
If special requests are accepted by the lodging, a section will appear on the Reservation Form to insert such requests and submit them to the hotel. The hotel staff will do their best to accommodate special requests. We cannot guarantee that your requests will be granted because they are subject to availability.

Is the room rate per person or per night?
All rates are for double occupancy per room, and are quoted on a nightly basis unless otherwise specified. SOME RATES MAY REQUIRE SPECIAL IDENTIFICATION. Taxes and fees not included unless otherwise specified in the detailed Rate Rules. Extra people, children, roll-away beds and incidentals may be subject to additional charges

What about the special discounts? Many of the participating hotels offer "Special Internet Rates" or "Promotional Rates" to our users. These rates offer substantial savings. To find the best promotional rates, enter your dates for check in and checkout and then sort by Today's Deals to view hotel sales at your destination.

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 however some hotels offer government, corporate, or senior discounts. These will be posted if they are available. 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.

Is there a waiting list for sold out hotels?
In certain instances, our network can make reservations at sold out properties. In many cases the purchasing power of our suppliers provides us with availability in "sold out markets". Call us for assistance at 800-916-8592 if you need help finding availability in a specific destination.

Confirming a Reservation

What happens when I make a reservation?
Once you submit a reservation request through our secure reservation form, you will see a new screen showing an itinerary number, which should be kept and used with any future correspondence. You may also be quoted a confirmation number. Additionally, all reservations will be followed up within 2 to 4 hours with an email using the same itinerary number and, if available, a confirmation number.

How long will it take the network to respond to my reservation request?
All reservation requests will result in a new screen showing an Itinerary Number, which should be kept and used with any future correspondence with our network. Additionally, all reservations will be followed up with an email within 2 to 4 hours using the same Itinerary Number with the status of your reservation.

How do I check on the status of my reservation?
If you have not received a confirmation number either on your booking confirmation screen or in an email then please call us at 800-916-8592 to request one. You may also view your reservation using the "View/Cancel Reservation" link. Always feel free to contact us with any inquiries regarding your reservation. For fastest service, please include your "Booking Confirmation Number" which you will receive after you submit your booking request.

I don't have long to wait for a confirmation. What can I do?
Typically, most lodging reservations are made in real time and your confirmation should only take a few seconds. You will be notified of the status of your reservation within 2 to 4 hours. However, there can be delays. In such cases, you will receive an email from us without a confirmation number. When we receive the confirmation number from the property, it will be emailed to you. If there is a special request or rate change associated with your reservation, the request will be sent to a Customer Care agent for processing. You may contact us directly at reply@travelnow.com.

When will my reservation be at the hotel?

Special Internet Rates:
These rates make up the vast majority of all of the rates found on this site. These are rates that are not specifically designated a Non-Discounted Property. While your name may not appear at the hotel until 72 hours before your arrival date. If you check in before then, rest-assured, the room is booked; however, the hotel just does not know that you will be the person staying in it. You will receive your room once you present the booking confirmation number sent to you.
Additional Rates from a "Non-Discounted Property":
It takes a minimum of 24 hours before your reservation details reach the lodging's computer system. If you check-in before then, rest-assured, the room is booked; however, the hotel simply has not entered your details into their system yet.

Once I have made my reservation, will I receive any written confirmation from the hotel?
No. The email confirmation you receive from our network is all you will need. It displays your Network Itinerary Number, the hotel information, the rate, booking confirmation number, and the hotel's cancellation policy.

Canceling a Reservation

What is the cancellation policy on my reservation?
When you are completing the Secure Booking Reservation Form, the Cancellation Policy will be provided or there will be a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty. Canceling after the stated period will result in a cancellation penalty fee. Some reservations are non-refundable and cannot be cancelled after booking.

If you need to cancel your reservation you may call us at 800-916-8592. If the cancellation is outside of the time allotted by the hotel, you may be charged for one night's stay including tax recovery charges and service fees. Hotels have individual cancellation policies however, Hotels For Everyone does not charge a cancellation fee in addition to the hotel cancellation fee should there be one. In most cases, if you cancel in advance of the time allotted by the hotel there is no fee. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation.

How do I view or cancel my reservation?
Click on this "View/Cancel Reservation" link.

If you need to cancel your reservation you may call us at 800-916-8592.

At Hotels For Everyone we understand that sometimes you might need to cancel your reservation and we offer a no-hassle no fee cancellation policy for all Special Internet Rate hotels, or contracted hotels. Just call us at 800-916-8592 - it's that easy. Please understand that some hotels have their own cancellation policies for all customers and we must abide by those policies including instances where the rooms are non-refundable or the hotel levies a cancellation fee.

Miscellaneous

What is a Vacation Rental?
A vacation rental is any suite-type lodging that has self-catering facilities (wet bar, refrigerator, microwave, etc.) Most vacation rentals have separate bedrooms, fully equipped kitchens, one or more bathrooms, washer and dryer, and sometimes a balcony or patio. Towels and linens are provided. Daily maid service and other hotel conveniences are usually available.

Unlike hotels with per person pricing, there is a set price for an entire vacation rental with a maximum number of persons allowed. Most one-bedroom units sleep a maximum of four using a sleeper/sofa in the living room. Most two-bedroom vacation rentals sleep a maximum of six, and most three-bedroom vacation rentals sleep up to eight.

Please carefully read the vacation rental descriptions to learn the specifics of what is provided and how many people are allowed.

Where do I pick up my vacation rental keys?
The email you receive confirming your reservation for a Vacation rental will provide details as to where and when you should pick up the keys to your rental unit.

What type of customer service is offered?
After submitting your reservation request, you will be provided with an email address to use to make inquires about your request. Our qualified and friendly agents are available 24-hours a day, 7 days a week, 365 days a year (including holidays) to answer your questions. All you have to do is ask. We do our best to make our customers happy. Call us at 800-916-8592 anytime.

I'm looking for a hotel in (any city). Can you help me?
Yes! Please use the Lodging Search Form to identify availability and rates at over 90,000 hotels around the world. If you do not find what you are looking for, call us at 800-916-8592 24 hours a day, 7 days a week.

Is there a hotel shuttle service to/from the airport?
Many hotels offer shuttle service to and from the airport. This may be listed on the lodging description page. If it is offered, there may be a charge by the hotel for this service. Vacation rentals often do not have this type of service.

Is parking available? Free parking? Long-term parking?
Most hotels and vacation rentals offer free parking to their guests, although some may charge. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates). This may be listed on the lodging description page.

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 $5.00-$20.00 per person). Some hotels and most vacation rentals have a limit on how many people can stay in a room. This may be listed on the lodging description page.

Our children will be with us... do they stay free?
Usually children under 12 years of age stay for free in their parent's room using the existing bedding. The age requirement differs depending on the specific hotel's policy. This may be listed on the Hotel Lodging page.

Are rollaway beds/cribs available?
Most hotels and some vacation rentals 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. This may be listed on the Lodging Information page. If special requests are accepted, a section will appear on the Reservation Form to insert such requests and submit them to the hotel or vacation rental. If a special requests section does not appear on the reservation booking form, you may call us at 800-916-8592 to place special requests.

What are the directions to the hotel?
The location information of the hotel is sometimes listed on the Lodging Information page. This can identify the distance from the hotel to certain landmarks or the airport. Vacation rental reservations and some hotels will have directions included in the confirmation email. It is always easy to find the address of the hotel on your email confirmation to assist you in finding the property.

Is breakfast included?
Many hotels offer free breakfast. Often this is a continental breakfast or sometimes just coffee and donuts. It would be very rare for a Vacation rental to provide breakfast. If included, it should be listed on the lodging description page.

What is the Refund Policy?
At Hotels For Everyone we understand that sometimes you might need to cancel your reservation and we offer a no-hassle no fee cancellation policy for all Special Internet Rate hotels, or contracted hotels. Just call us at 800-916-8592 - it's that easy. Please understand that some hotels have their own cancellation policies for all customers and we must abide by those policies including instances where the rooms are non-refundable or the hotel levies a cancellation fee.

Regarding non-cancellation circumstances, our network strives to provide the best service possible and will work on behalf of our clients to rectify any regrettable circumstances pertaining to your reservation. However, our network acts only as an independent 3rd party to secure services of an air carrier, car rental supplier, hotel, vacation rentals, or other travel related supplier. Therefore, we have no control over personnel, equipment, or operations of these suppliers and shall not be held liable for any inconvenience, personal injury, property damage, or other loss incurred as a result of any wrongful acts, omissions, or default on the part of the suppliers. All grievances must be reported with any and all supporting documentation to our network within 60 days of the mailing of the first credit card statement showing any discrepancies for billing and payment issues or within 60 days after the completion of travel services provided.

Do hotels have minimum age requirements?
Please be aware that some 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. Please inquire with a Customer Care Agent or with the hotel directly.

Lowest Price Guarantee - What if I find a lower rate for the exact room type and same night?
All Special Internet Rate hotel reservations (not including hotels marked Non-Discounted Property) booked through this site are guaranteed to be the lowest rate. If there is a lower rate available for the same dates and the same hotel, you must contact us prior to the property's cancellation deadline of your "Special Internet Rate" reservation. We will either refund you the difference or cancel the reservations without penalty. This guarantee only applies to rate indicated as "Special Internet Rates." It does not apply to special events such as New Years and the Super Bowl. To learn more or to claim a guarantee, see below.

"What are the requirements for claiming the Price Guarantee?"
- You must have already booked a prepaid reservation identified as a "Special Internet Rate"
- The completed Price Guarantee Form must be submitted prior to the property's cancellation deadline.
- The lower rate must be available for booking with identical specifications of the original request (ex: same hotel, same date and same room type).
"If I am able to confirm a lower rate, how do I contact you?"
- Fill out the on-line Price Guarantee Form.
"When can I expect to receive a response?"
- We will respond via email within 4 hours during regular business hours, or if outside of regular business hours, we will reply the next business day.
"How is my credit issued?"
- Credit is issued directly to the credit card provided at the time of booking. The credit will usually appear on your statement within 7-10 business days.

Car Rental FAQ

Rental Pricing

Reservation Process

Miscellaneous
- Are there separate rules for local renters?
- What type of customer service is offered?

Rental Pricing

What is Estimated Rental Price?
The Estimated Rental Price includes the total of all known rates, taxes, fees, surcharges and applicable drop off charges that you must pay either by law or by local policy for the length of a particular car rental request. This price does not include optional services such as insurance waivers, special equipment, mileage charges, or gasoline etc. It also does not include extra day or hour charges that can result from a late return of the rental car. This price is provided so you can better estimate the total price you may pay to the rental car company for your car, but is not a guarantee of your total charges.

Are there special taxes for car rentals in countries outside of the US?
Yes, there can be some mandatory taxes that are only applied in certain countries. Check with the car company when you are picking up your car.

Are taxes and insurance included in the quoted rate?
No, taxes and insurance are not included in the quoted rate.

What is the difference between base rental rate and total charges?
The base rate is the amount of the rental before any taxes, service fees or mandatory insurance charges are included. Total charges would include all additional fees.

What are CDW, PAI, TPI, VAT, VLF and airport taxes? Do I have to pay them?
CDW is Collision Damage Waiver, PAI is Personal Accident Insurance, TPI is
Theft Protection Insurance, VAT is Value Added Tax, and VLF is Vehicle License Fee. Airport taxes are the fees that the airports charge to car companies for the use of their terminals, railroads, and roads; plus other service charges mandated by the airport. Yes, some of these various taxes and charges are mandatory and you will be advised of them at the time of car pick up.

Reservation Process

Will the car company that confirms my reservation be the same one that provides my car?
Not always. Some car companies have affiliates they use.

Will I need a credit card in my name to rent a car?
Yes, the driver will need to present a valid credit card in the driver's name. Debit cards are not accepted.

How old do I have to be to rent a car?
Most major car rental companies require renters to be a minimum of 25 years of age. Some car rental companies do allow renters at the minimum age of 18 but there is an increase in the rate of the rental and a deposit is required.

Do I need a foreign drivers License?
Not all car companies require you to have a license from the country in which you are driving. Check with your car rental agency prior to pick up to be sure you are prepared.

Are car accessories available?
Many rental agencies offer car accessories such as child seats, ski racks, tape/CD players, etc. You can request these at the time of reservation in the "Special Requests or Information" section of the network Secure Car Reservation form when making your car rental reservation. Extra charges may apply for these items and they are based on availability.

Can I modify/change an existing reservation?
Yes; however, modifications may cause rate changes. Car rates can change daily, or even hourly, so changes you make to your reservation after
confirmation can affect the original rate.

Is there a shuttle service to my rental car?
Many rental agencies offer shuttle service to the car pick up location from the airport. You will need to ask about this service prior to your arrival or check at the airport.

Will I receive the make/model of car I have reserved?
Receiving the requested make or model of car depends upon availability at the time of your arrival to pick up the vehicle. We cannot guarantee the make or model you will receive.

Miscellaneous

Are there separate rules for local renters?
Many rental agencies do have additional rules and regulations for local renters or individuals not traveling by plane to their rental destination. Unlimited mileage and additional fees may vary. Contact your rental agency directly when you receive your confirmation number for further details specific to your reservation.

Property Manager FAQs

How do I get my hotel listed on your website?
What is a GDS or management company and what do they do?
What does it cost to be listed?
What commission percentage is to be paid to IAN?
Can I submit pictures of my hotel?
Can I be listed under more than one city?

How do I get my hotel listed on your website?
In order to be listed on our network your property must be either linked directly with Sabre or Pegasus (a GDS) or with a property management company that is linked to these suppliers. This allows us to pull availability from these GDS systems and provide our customers with a real-time hotel generated confirmation.

What is a GDS or management company and what do they do?
A GDS (Global Distribution System) will obtain availability and rates for your property from either you directly or through your property management company. A listing in a GDS will give thousands of travel agents and agencies throughout the world the ability to make bookings for your property. A GDS system or property management company is needed when listing with our network. This will allow us to access your hotel information, rates, availability, and correct any problems that may occur.

What does it cost to be listed?
Your property can appear on our network free of charge, but a transaction fee maybe assessed by the GDS or property management system you choose. Regardless of what transaction fees you may pay to other parties, our network expects to receive the standard commission rate of 10% on each confirmed booking made through its web site.

What commission percentage is to be paid to IAN?
By having your property appear on our network you are agreeing to pay a 10% commission on all confirmed bookings. This commission is an addition to any fees or charges paid to any GDS or property management company. Failure to pay this commission will result in removal of your property from our network. You will be invoiced monthly for the amount of commission due.

What is the impact of the Confidence Rating on my property?
The higher the Confidence Rating, the higher your property will appear in the search results. Properties with too low a rating will be removed from the site altogether. Properties with a net rate contract with Hotels.com are not ordered on the site by Confidence Rating.

How do I make changes to my information on your site?
Any changes that need to be made to the information about the property as well as availability and rates need to be addressed directly with your property distributors (Sabre, Pegasus, HRN, and other property management companies) or through your hotel chain's management group. Our network cannot make these changes for you either directly to the web site or with the distributors.

Can I submit pictures of my hotel?
The pictures of your property will need to be sent to Hotels.com, Sabre or Worldspan so we can access the pictures and add them to our web site. We do not accept direct submissions of photos or descriptive property information.

Can I be listed under more than one city?
Hotels are included in search results based on geographically defined cities. The specific latitude and longitude of your property will determine the cities in which it appears. We cannot force your property to appear in any specific destination.