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Which product do you need help with? For immediate assistance, select a product and browse through the Help topics below to find answers to frequently asked questions. Hotel Change a Reservation Reservations cannot be changed online. If you need to a make change to your reservation, please contact our Customer Service Center at the numbers below for assistance. If your cancellation or change request is made after the cutoff date applicable hotel penalties noted in the cancellation policy section of your reservation may apply. Changes or cancellations made after check-in are subject to 100% penalty. Once you have checked into a hotel you cannot cancel nor receive credit for unused nights if you check-out early.
Cancellation Policies What is the cancellation policy? Will my credit card be charged if I do not cancel my reservation(s)? For non-cancelable reservations, no changes or cancellations are permitted once a confirmation number is issued. My cancellation policy reads "Cancel 24 hours prior to arrival" and I plan on checking in at 11:00 pm. Can I cancel my reservation by 11:00 pm on the day before my arrival?
Confirmation of Booking What if I do not receive a confirmation at the time of booking? What if I do not receive my email confirmation?
How long will it take for the hotel to have my reservation information? There are certain reservations that are booked out of an allotment. These rooms are guaranteed and payment will be due upon check-out of the hotel. In some cases the hotel will not have your name on the reservation until approximately one week prior to arrival. If you booked a discounted prepaid reservation, please print out a copy of your voucher and bring it to the hotel to provide documentation that your reservation was paid in advance.
Save Rate Hotels What is a Save Rate Hotel? Why are Save Rates Hotels prepaid? What if I find a lower price after booking a Save Rate?
Multiple Room Reservations and Group Bookings Our reservations services provide you with the convenience of booking rooms for groups at the hotel of your choice. For your convenience you can book up to four rooms online through our hotel booking engine.
Best Rate Guarantee What is the Best Rate Guarantee?
Special Rates and Discounts How do I know if I qualify for a specific rate? Can I use coupons from the hotel? What if I find a lower price after booking a hotel?
Check-in/Check-out Information What is the hotel check-in time? Will the hotel hold my room if I am arriving late? What if I need early arrival?
Room Occupancy What if there will be more than two adults in the room? Our children will be traveling with us - do they stay free?
Special Requests What if I need a specific type of hotel room (non smoking, handicapped, etc...)?
Refunds If I check out early on a Save Rate reservation, can I obtain a refund for the nights I did not stay?
Receipts How can I obtain a receipt for my hotel room?
A copy of your reservation will be sent to you via email.
Credit Cards What credit cards do you accept? Will my credit card be charged when I book my reservation?
Security and Privacy We are so confident that your credit card transaction will be secure that we back every online purchase made on our booking engine with our Shop Safe Guarantee. Use of the hotel booking engine constitutes acceptance of our User Agreement and Privacy Policy.
Customer Service Department New reservations: Existing reservations:
Car Change a Reservation Most car reservations can be changed or cancelled online. Cancellation fees for car reservations do not apply, unless a NonRefundable Service Fee was stated at the time of booking. To change or cancel your reservation click here to retrieve your reservation. Once you have located your reservation, click on Modify or Cancel to change or cancel your reservation
Contact Sales and Customer Care You may contact sales and customer care directly at (877) 657-4874.
No Confirmation email for my reservation After completing your booking you should receive a confirmation page with your Trip ID # followed by a confirmation email. If you did not receive your confirmation email, we recommend that you check the Spam folder in your email to ensure that your confirmation email was not auto-filtered to that folder. Additionally, you may want to add us to your "allowed" senders list so that we can send you confirmation emails and information regarding your future departures. If you don't receive your confirmation email, you can always verify your reservations online. To view your reservations, CLICK HERE. Please be aware that car rental companies may take up to 24 hours to confirm a car reservation.
Multiple Car Reservations At this time, you can only book one car under each reservation.
Can I only pick up a car at an airport? No, with our car reservation system, you can pick up your car at an airport or locations outside the airport, depending upon what is available. Rental car companies have offices in cities, at resorts, at ports and other frequently visited locations.
Will I get charged a drop off fee for a one-way rental? Be sure to check the policies indicated by your rental. Most companies provide a description of any geographical restrictions and drop-off information. If there is such a charge, it will be included in the total estimate at the time of booking.
How old do I have to be in order to rent a car? Check the policies for the location of your desired rental. The age restriction changes from location to location and from country to country. In the United States, the standard minimum rental age is 25. Some locations have exceptions for corporate accounts and may allow persons as young as 21 years of age to rent a car. In some countries, this restriction can be higher or lower. Please check the policies section on age restriction for more detailed information. Please be aware that additional charges may apply for renters under the standard age.
What do I need to know in regards to insurance waivers? Check the policies for the location of your desired rental. Most rentals do not automatically include insurance coverage. However, several types of coverage can be purchased at most locations, such as loss/damage waivers, personal accident insurance, and supplemental liability insurance.
Where and how do I pick up my car? If you are picking up your car at an airport location, the desk location of the rental company will be listed in the reservation. You can also obtain any transportation details (such as shuttle information) and the telephone number of the company and other information from the policies section of your reservation.
What documents do I need to present at the time of pick up, what about driving records? The requirements differ from company to company, but in almost all cases you must present a valid driver's license and a valid credit card (not an ATM or Debit Card) under the name of the renter. Also, you should have a good driving record - some companies check your driving record at the counter and your rental may be denied due to a suspended license, excessive points, drunk driving convictions, et cetera. It is a good idea to contact the company in advance if you feel there may be a problem.
Security and Privacy We are so confident that your credit card transaction will be secure that we back every online purchase made on our booking engine with our Shop Safe Guarantee.
Vacation Packages Change a Reservation Can one person (or more) in a group booking cancel or modify their vacation package? Can changes be made to a vacation package booking once ticketed? No changes can be made on or after the departure date. Can I change ONLY the air portion of my vacation package, either the outbound or return flights? You are welcome to modify the entire trip, cancel the entire package and book a new package with new dates, or cancel the package and book either an air or hotel reservation separately. Please be advised, however, that there will be fees and penalties for the package cancellation. If you would like to make a change to your Vacation package booking, please contact one of our Customer Care agents and we'll be happy to assist you. From within the United States dial 888-291-1613 (24Hrs/7days a week) or fax 800-944-0005. From outside of the United States dial 210-582-2718 (24Hrs/7days a week). Can I change or cancel one portion (air or hotel reservation) of my vacation package and keep the other? I have a vacation package booking. Can I fly standby on a different flight than originally booked? If you would like to make a change to your vacation package booking, please contact one of our Customer Care agents and we'll be happy to assist you.
Cancel a Reservation Can I cancel a vacation package booking? We will make every attempt to reply to you within 3 hours. Can I change or cancel one portion (air or hotel reservation) of my vacation package and keep the other? Can one person (or more) in a group booking cancel or modify their vacation package?
Refunds Can I get a refund on my vacation package if I cannot go on my vacation? Cancellation charges will also be imposed for any air / hotel / car or other ground transportation supplier chosen in your itinerary. Please contact our Customer care center to verify if there are penalties on your reservation. In the United States dial 888-291-1613 (24Hrs/7days a week). Outside the United states dial 210-582-2718 (24Hrs/7days a week). Agents are available 24 hours a day, 7 days a week. How long does it take for a refund credit to show up on my credit card account?
Credit Cards What credit cards do you accept? We also accept Visa, American Express, Discover, and Diner's Club. Can I pay for a reservation by cash or check? You will need to contact the airline, hotel or car company directly to book a reservation using a form of payment other than a credit card. We currently accept the following major credit cards for most travel reservations:
Travel Protection Insurance Do you offer travel protection/insurance for a vacation package (Air+Hotel bookings)?
The Travel Protection Plan offers the following:
Click here to review the complete Description of Coverage. I need to cancel my vacation package booking; Does my vacation package Travel Protection cover the cost of my booking? Can Travel Protection be added after a vacation package has been purchased? However, if a technical problem prevents you from completing the purchase of Travel Protection for your vacation package, you must contact our customer care center within 24 hours of the vacation package purchase in order for Travel Protection to be added to your booking. Is baggage delay/lost baggage coverage within Travel Protection for a vacation package offered for the return trip? Can Travel Protection for a vacation package be purchased for just one passenger within a multi-passenger reservation?
Children and Infants Are the vacation package Additional Services pricing different for adults and children? How do I add my infant (lap child) to a vacation package booking? Once completed, you will need to contact one of our customer care agents so that we can make a notation in your travel record that you are traveling with a lap child. Are infants charged for ground transfers in vacation package bookings? Generally, children under the age of 3 are not charged for ground transportation services.
Vacation Package Details What is a vacation package? Using a vacation package is easy. Just select the Flight + Hotel option when conducting your search, and we'll show you the best trips available. Try a vacation package today. It's quick, it's convenient and best of all, it will save you money. Can I reserve a car with my vacation package? Once you have chosen your hotel from the 'Select Hotel' page, if a rental car is available at a particular airport destination, it will appear first in the list of add-ons, followed by other available Travel Extra options.
Car charges do not include optional services such as insurance waivers, mileage charges, or fuel. How do I search for and book Travel Extras for my trip?
If a Vacation package transfer is shown as 'round trip,' can it be divided in half to get the price for a one-way transfer? Do I need to reconfirm my flight before departure?
Security and Privacy We are so confident that your credit card transaction will be secure that we back every online purchase made on our booking engine with our Shop Safe Guarantee.
Customer Care Center New reservations: Existing reservations: From outside the United States:
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