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Frequently Asked QuestionsGet quick help. Answers to the most common questions from our guests.
- Booking Process
- Do You Charge My Credit Card When Booking?
- How Do I Get My Confirmation Number?
- How Do I Print An Itinerary Or Receipt?
- When will my reservation be at the hotel?
- What credit cards do you accept?
- Is My Credit Card Secure?
- Is the room rate per person or per night?
- Once I have made my reservation, will I receive any written confirmation from the hotel?
- Our children will be with us… do they stay free?
- I should receive a discounted rate. How do I get this?
- How Do I Book More Than 1 Room?
- Can I Book for Someone Else?
- Canceling or Changing a Reservation
- Customer Service Questions
- How do I contact you outside of the US?
- I’m Having Trouble With My Online Booking – What Should I Do?
- I Did Not Receive An Email Confirmation- What Should I Do?
- What Are The Customer Service Center Hours And Contact Information?
- How Do I Submit Special Room Request For Bedding, Smoking Preference, Connecting Rooms, Etc.?
- What Are The Sales Hours?
- Property Questions
- Is breakfast included?
- Is parking available? Free parking? Long-term parking?
- Is there a hotel shuttle service to/from the airport?
- I Had A Problem At The Property – Can You Help?
- How Do I Get Address And Directions To The Property?
- What Do I Need To Give The Property On Check-In?
- Are rollaway beds/cribs available?
- Do hotels have minimum age requirements?
- What if there will be more than two adults in the room?
Do You Charge My Credit Card When Booking?
Some of the rates booked on Hotel-rez.com are considered a prepaid purchase and your credit card is charged in full at the time the booking is made. Others, can be secured by providing credit card information and paid in full at the hotel.
How Do I Get My Confirmation Number?
An email confirmation is emailed to you after booking or you may click the “My Booking” link at the top of the page for more itinerary information.
How Do I Print An Itinerary Or Receipt?
Visit this page and log into your account.
When will my reservation be at the hotel?
Special Internet (promotional) Rates:
In some cases, your name will not appear at the hotel until 72 hours prior to your arrival date. Rest assured, Hotel-rez.com/Getaroom.com guarantees your room is booked from a pre-negotiated block of inventory. If for some reason, the hotel in unable to locate your reservation at the time of check in, please call a customer service representative at our numbers on About Us page and choose Option #1 and we will take care of this for you.
Depending on your arrival date, it takes a minimum of 24 hours before your reservation details reach the properties reservations system. Again, rest assured, Hotel-rez.com/Getaroom.com guarantees your room is booked from a pre-negotiated block of inventory. If for some reason, the hotel in unable to locate your reservation at the time of check in, please call a customer service representative at our numbers on About Us page and choose Option #1 and we will take care of this for you.
What credit cards do you accept?
We accept American Express, Visa, MasterCard, and Discover.
Is My Credit Card Secure?
Is the room rate per person or per night?
All rates displayed are nightly, and based on double occupancy per room unless otherwise specified. Carefully review the room descriptions and rate rules to ensure the room you select can accommodate your entire party. Any extra adults or children above the rooms listed occupancy may be subject to additional charges at the property’s discretion. Some rates may require special identification. Our booking fees, taxes, and other surcharges imposed by the hotel are not included.
Once I have made my reservation, will I receive any written confirmation from the hotel?
No. The email confirmation you receive from Hotel-rez.com/Getaroom.com is all you will need. It displays your Booking Number, the hotel information, the rate, confirmation number, and the hotel’s cancellation policy.
Our children will be with us… do they stay free?
Although this varies by property, typically children under 12 years of age stay for free in their parent’s room using the existing bedding. Note: it is important to disclose all the occupants in your party and disclose their ages upon request.
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. These rates may include government, corporate, or senior discounts. 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.
How Do I Book More Than 1 Room?
From the main page, click on the rooms tab and you will be given the option to select up to 8 rooms or 9+ rooms.. Note: Hotel-rez.com along with most properties consider 9 or more rooms to be a group reservation request.
Can I Book for Someone Else?
Yes you are welcome to book for someone else. Please remember to make sure you put the correct guest name and input a contact phone number for the traveler.
Canceling or Changing a Reservation
Is There a Change or Cancel Fee?
Hotel-rez.com does not modify reservations. If you need to cancel the first or last night of your reservation, please visit us at this page to access your reservation. Simply cancel your original reservation and rebook for your new dates. There is NO change or cancel fee on most published rates booked online or in the call center! However, there may be a $25 cancellation fee on some unpublished or special promotional rates. Note, there may be applicable hotel charges if canceled past the cancellation deadline. Please refer to your confirmation receipt or the cancellation policy noted on your reservation details.
What If I Forget To Cancel The Booking?
If you do not cancel your reservation, you will be charged for the entire stay.
How to view or cancel bookings?
What If I Want To Change My Reservation During My Stay?
Hotel-rez.com does not change or modify existing nights to reservations. If you have an emergency or are experience challenges with the property and a property representative is unable to resolve your concerns then please call our customer services numbers on About Us page and choose Option #1 to speak to a customer service representative.
I Canceled – When Should I Expect My Refund?
Reservations cancelled online prior to the published cancellation policy typically take 7 – 10 business days to post back to your account. However, some refunds can take up to 30 days or the next cycle to post to your credit card statement, depending on your financial institution.
How Do I Know The Booking Was Canceled?
Once you cancel your reservation, Hotel-rez.com (via our provider Getaroom.com) will issue a cancellation reference number to your booking itinerary and email you a cancellation to the address on file. To view or print your cancellation, visit this page and log into your account. Input the first name, last name and confirmation code associated with your reservation.
How Do I Change My Reservation?
Hotel-rez.com does not change or modify existing nights to reservations. You can cancel your reservation either online at Hotel-rez.com or by calling our customer services numbers on About Us page. Select Option 1. You may add a night to an existing reservation by creating a new reservation for your requested nights.
Customer Service Questions
How do I contact you outside of the US?
To reach a sales or customer service representative outside of the US, please dial +1 469-610-3608 and select the appropriate option.
I’m Having Trouble With My Online Booking – What Should I Do?
If you are having difficulties making a booking, feel free to contact our customer services numbers on About Us page and select Option 2 to speak with a sales representative.
I Did Not Receive An Email Confirmation- What Should I Do?
If for some reason you did not receive a confirmation receipt, visit this page and log into your account. Input the first name, last name and confirmation code associated with your reservation. From here, you can either view, print or resend your confirmation receipt to a designated email address.
What Are The Customer Service Center Hours And Contact Information?
Customer Service is open 24 hours a day / 7 days a week. Call our customer services numbers on About Us page and select Option # 1.
How Do I Submit Special Room Request For Bedding, Smoking Preference, Connecting Rooms, Etc.?
Send an email to email@example.com with the booking number, guest name, dates of stay and your preferences and we will submit this request to the property. Please note all requests are based on the hotels availability and are not guaranteed.
What Are The Sales Hours?
Sales is open 24 hours a day / 7 days a week. Please call our customer services numbers on About Us page and select Option # 2.<
Is breakfast included?
This varies by hotel and while many hotels offer free breakfast, we encourage you to review the descriptions or contact the property prior to check in. Breakfast options typically range from continental to buffet or full service.
Is parking available? Free parking? Long-term parking?
Long and short term parking rates vary by hotel. While most hotels offer free parking to their guests, many downtown and urban properties do charge a fee. Long-term parking is offered at the discretion of the property (often in conjunction with park and fly rates).
Is there a hotel shuttle service to/from the airport?
Many hotels offer prepaid and complimentary shuttle service to and from the airport. If this is a service the property offers, you will need to make arrangements directly with the hotel and additional charges may apply.
I Had A Problem At The Property – Can You Help?
Definitely! If you are having issues with or while at the property and a property representative is unable to resolve your issue directly, please feel free to call our customer services numbers on About Us page and select option #1. Tell us what the problem is and we will work with the property to make it right.
How Do I Get Address And Directions To The Property?
To obtain the address and or driving directions to the hotel, we suggest going directly to Google Maps or by contacting the hotel directly.
What Do I Need To Give The Property On Check-In?
Most properties will require you provide a photo-ID along with a credit card for incidentals
Are rollaway beds/cribs available?
Most hotels 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.
Do hotels have minimum age requirements?
Please be aware that most 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. Hotel-rez.com/Getaroom.com requires you to be a minimum of 18 years of age to book a reservation. If in doubt, feel free to contact one of our customer service representatives or by contacting the property directly.
What if there will be more than two adults in the room?
Most hotels allow additional guests to stay in the rooms for an additional charge (e.g. typically between $5.00-$20.00 per person). Please note most hotels will have a maximum occupancy requirements based on bedding and room type.
We take protecting your privacy very seriously. For additional information, Click here for our detailed policy.
I Have A Group – Who Do I Contact?
You can visit us online by clicking here and filling out the form.
Will I receive frequent stay points?
Some hotels offer points and some do not. We recommend that you inquire about points when you arrive at the hotel.
What about the special discounts?
Many of the participating hotels offer “Special Internet Rates” to our users. These rates typically offer substantial savings. Because of the large number of lodging reservations we process, we are able to negotiate special rates with many of our partners. We guarantee our Special Internet Rates are the lowest you can find. To secure your reservation at this low rate, we require up-front payment with your credit card.
info at hotel-rez.com
US and Canada (free): 1-888-205-7322
Europe: +1 469-610-3608
UK: 0808 145-3778