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.
NOTE: You may be required to cancel your original reservation and rebook it for the new dates. However, we suggest you first check availability for the new desired dates in order to avoid any disappointment from canceling your first booking if the new dates are not available.
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Cancellation Policies
What is the cancellation policy? Will my credit card be charged if I do not cancel my reservation(s)?
Cancellation policies vary from each hotel and are implemented by hotels to avoid holding a room available for a guest who will not use it. If you do not cancel your reservation within the allotted cancellation period, the hotel will charge a penalty (usually one night's room charge plus tax) to the credit card provided to reserve the room. Please be sure to review the cancellation policy for your hotel carefully during the booking process. If you have questions about the cancellation policy for your particular hotel reservation, please contact our Customer Care Center for assistance.
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?
Cancellation policies are related to the hotel check-in time, not your projected arrival time. If your hotel cancellation policy indicates a 24, 48 or 72 hour cancellation policy, it means you must cancel your reservation by 4:00 pm local hotel time of the date in question.
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Confirmation of Booking
What if I do not receive a confirmation at the time of booking?
If your confirmation page does not display after completing your booking, please check your email for your confirmation. If you do not receive your email confirmation within ten minutes please complete our request form and a duplicate copy will be emailed to you.
What if I do not receive my email confirmation?
If you do not receive an email after making a reservation, it may be that we have the incorrect email address or your Internet Service Provider may have blocked the email. If your Internet Service Provider supplies you with a SPAM filter, please check that folder. Please complete our request form here. Be sure to include the following information:
- The name the reservation was booked under
- The hotel name and location (city)
- The check-in/check-out dates
How long will it take for the hotel to have my reservation information?
The time it takes for a hotel will vary by specific hotel and arrival date. In most cases the hotel should receive the reservation within an hour from booking (except for nights and weekends when the hotel reservation department is closed.
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.
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Save Rate Hotels
What is a Save Rate Hotel?
Save Rate Hotels are special discounted room rates that are designated by a 
icon.
We book a high volume at these hotels to be able to negotiate lower rates than are generally offered to the public. When you book a Save Rate, you can be confident you are getting a great deal as they are backed by our Best Rate Guarantee.
Why are Save Rates Hotels prepaid?
Prepaid reservations allow hotels to extend their deepest discounts. By prepaying your reservation you are assured that the rate paid is secured and that you will not be subject to room rate increases. The hotel room is charged to your credit card at the time of the booking. Hotels typically collect payment information separately for incidentals such as meals, movies, parking and phone calls. Cancellation terms and fees apply to prepaid bookings.
What if I find a lower price after booking a Save Rate?
If you find a lower price on another website within 24 hours of booking a Save Rate hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will match the rate PLUS pay you 10% of the difference in price.
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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.
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Best Rate Guarantee
What is the Best Rate Guarantee?
Our Save Rate Hotels are guaranteed to be lowest rate available online at the time of booking. If you find a lower price on another website within 24 hours of booking a Save Rate Hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will match the rate PLUS pay you 10% of the difference in price.
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Special Rates and Discounts
How do I know if I qualify for a specific rate?
Rates displayed may include government, corporate, senior and AAA discounts. At the time of check-in, you may be required to present special documentation to confirm that you are qualified to receive the rate booked. Please refer to the rate description for information regarding ID or membership requirements. You will not receive these special rates at check-in without the proper identification, even if you booked the special rates online.
Can I use coupons from the hotel?
Currently we cannot accept hotel coupons towards your reservation.
What if I find a lower price after booking a hotel?
If you find a lower price on another website within 24 hours of booking a Save Rate hotel, simply complete our Best Rate Guarantee Request Form.
If the lower rate on a travel website can be verified to our satisfaction, we will match the rate PLUS pay you 10% of the difference in price.
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Check-in/Check-out Information
What is the hotel check-in time?
Typically, the hotel check-in time is after 3:00 pm local hotel time.
Will the hotel hold my room if I am arriving late?
Because your reservation is guaranteed with a credit card the hotel is obligated to hold your room until 7:00 am the day after arrival.
What if I need early arrival?
Early arrival should be requested in the special request section of the reservation page. Every effort will be made to accommodate your request; however it is subject to availability upon arrival at the hotel.
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Room Occupancy
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 $10 - $20 USD per person, per night) provided the room has not exceeded the maximum number of guests per room. If you book a room that cannot accommodate your party size, the hotel may cancel your reservation or require that you book additional rooms. Please note that we can not be held responsible if you book a room type that cannot accommodate your party size.
Our children will be traveling with us - do they stay free?
In the United States children less than 12 years of age typically stay for free in the room using the existing bedding. In most other countries only children under the age of three stay free. The age requirements differ depending on the specific hotels policies, which can be viewed in the hotel information. It is the hotel's discretion to charge additional fees for extra persons staying in a room.
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Special Requests
What if I need a specific type of hotel room (non smoking, handicapped, etc...)?
Please enter your request in the special request field of the reservation form. Every effort will be made to accommodate your request(s); however they are subject to availability upon arrival at the hotel and cannot be guaranteed.
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Refunds
If I check out early on a Save Rate reservation, can I obtain a refund for the nights I did not stay?
Upon arrival and check-in at a hotel, you are responsible for consuming the entire length of stay. No refunds or credits will be issued for any nights reserved, but not consumed.
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Receipts
How can I obtain a receipt for my hotel room?
Your e-mail confirmation is your receipt. Please retain a copy for your records. If you need a duplicate copy, please contact our Customer Service Center and provide them with the following information:
- Guest first/last name
- Check-in/check-out dates
- Hotel name
A copy of your reservation will be sent to you via email.
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Credit Cards
What credit cards do you accept?
We currently accept the following major credit cards: Visa, MasterCard, American Express and Discover.
Will my credit card be charged when I book my reservation?
This varies with the type of rate selected and the hotel selected. All Save Rate reservations are charged at time of booking, including any service fees noted in the taxes and fees section. For additional information, please refer to the hotel's individual deposit policy.
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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.
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Customer Service Department
New reservations:
Please call 1-888-254-0637
Outside the US please call 1-210-507-5997
Give code 25834 when calling
Existing reservations:
Contact a Customer Service representative at 1-866-270-2849
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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
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Contact Sales and Customer Care
You may contact sales and customer care directly at (877) 657-4874.
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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.
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Multiple Car Reservations
At this time, you can only book one car under each reservation.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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Vacation Packages
Change a Reservation
Can one person (or more) in a group booking cancel or modify their vacation package?
Because all changes to a vacation package reservation must apply to all passengers on the record, modifications cannot be made for individual vacation package travelers.
Can changes be made to a vacation package booking once ticketed?
Changes can be made to a vacation package booking once ticketed provided that the airfare rules allow changes and/or the change is made prior to 12:01AM Central Time of the date of departure.
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?
Because a vacation package is a booking that includes both air + hotel, flight dates cannot be changed without also changing the hotel portion of the trip.
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?
Because a vacation package is a package booking, you can not cancel one component of the vacation package while keeping the other. You are welcome to cancel the entire package and re-book the air or hotel reservation. Please be advised, however, that there will be fees and penalties for the package cancellation.
I have a vacation package booking. Can I fly standby on a different flight than originally booked?
Unfortunately, you may NOT fly standby for an earlier or later flight even if the travel date is the same.
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.
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Cancel a Reservation
Can I cancel a vacation package booking?
You may contact our Customer Care Department by email or by phone. 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).
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?
Because a vacation package is a package booking, you can not cancel one component of the vacation package while keeping the other. You are welcome to cancel the entire package and re-book the air or hotel reservation. Please be advised, however, that there will be fees and penalties for the package cancellation.
Can one person (or more) in a group booking cancel or modify their vacation package?
Because all changes to a vacation package reservation must apply to all passengers on the record, modifications cannot be made for individual vacation package travelers.
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Refunds
Can I get a refund on my vacation package if I cannot go on my vacation?
All cancellations are subject to a penalty imposed by the vendor.
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?
We make every attempt to process your refund as quickly as possible. The maximum timeframes is 30 business days from processing for the refund to appear in your account.
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Credit Cards
What credit cards do you accept?
Our preferred credit card is MasterCard.
We also accept Visa, American Express, Discover, and Diner's Club.
Can I pay for a reservation by cash or check?
All reservations booked on our site must be purchased with a credit card.
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:
- Master Card
- American Express
- Carte Blanche
- Diners Club
- Discover
- Universal Air Travel Plan Card
- Visa
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Travel Protection Insurance
Do you offer travel protection/insurance for a vacation package (Air+Hotel bookings)?
Travel protection is available for U.S. residents only and is purchased on a per person basis.
- Purchase must be made at the time of booking.
- The option to purchase travel protection will be offered on the "Review Trip" page, after selecting your hotel accommodations.
- Once purchased, the travel protection policy is not refundable except in occurrences provided for under the description of coverage.
The Travel Protection Plan offers the following:
- Trip Cancellation/Interruption - Reimburses cancellation penalties or unused arrangements up to your total trip cost maximum of $2,000 per person should you need to cancel or interrupt because of illness, injury, or death to yourself, a family member, or traveling companion; jury duty; subpoena; or a documented traffic accident in which you are directly involved on the way to the airport.
- Travel Delay - Covers up to $500 for missed travel arrangements and/or out-of-pocket costs incurred to catch up to the trip.
- Emergency Evacuation/Repatriation of Remains - Prepays up to $25,000 for necessary emergency medical transportation costs.
- Medical Expense - Reimburses up to $10,000 in the event you become ill or injured while traveling.
- Baggage Protection - In the event your luggage or personal property is lost, stolen, or damaged, the plan reimburses up to $1500.
- Baggage Delay - Reimburses the purchase of necessary personal effects, up to $500, while waiting for misrouted luggage to arrive.
- Flight Accident - Insurance of $50,000 in the event of accidental death during your flight.
- 24-Hour Worldwide Emergency Assistance - Services available 24/7 to help with travel-related emergencies ranging from cash transfer, legal, dental, or medical referral and lost travel documents assistance, as well as medical consultation and monitoring.
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?
Please contact the plan administrator, BerkelyCare, with any questions you may have regarding travel protection claims.
Can Travel Protection be added after a vacation package has been purchased?
Travel Protection must be purchased at the same time that a vacation package is 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?
The Baggage Delay/Lost Baggage coverage for Travel Protection covers the entire length of the trip.
Can Travel Protection for a vacation package be purchased for just one passenger within a multi-passenger reservation?
No. When Travel Protection is purchased for a vacation package booking, it applies to all passengers within the reservation.
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Children and Infants
Are the vacation package Additional Services pricing different for adults and children?
All passengers requiring Travel Extras will be priced as adults at this time.
How do I add my infant (lap child) to a vacation package booking?
If you're traveling with an infant/lap child (no seat required), make the vacation package booking for all passengers excluding the infant.
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?
If infants are charged, it will be clearly identified within the vacation package Additional Services option by identifying an age range.
Generally, children under the age of 3 are not charged for ground transportation services.
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Vacation Package Details
What is a vacation package?
Vacation packages gives you access to special rates only available when you book your flight and hotel at the same time--and that's just the beginning. You've still got the same flights to choose from, along with thousands of top hotels at discounted rates.
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?
Yes, you may now book a car with your 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.
- Charges for your car rental will be included in your on-line payment.
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?
To search for and book Travel Extras, simply follow these steps.
- Search for your Flight and Hotel
- Check out the Travel Extras under the "Plan Now, Play Later" section (for select destinations) in the booking process
- Select as many Travel Extras as you'd like!
- Complete your purchase and get your flight, hotel, and Travel Extras together in one convenient purchase.
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?
No. If a rate is published as "round trip," it must be purchased as "round trip".
Do I need to reconfirm my flight before departure?
For domestic travel it is not required the airline to reconfirm your flight. Some international (non-U.S.) airlines do require passengers to call and reconfirm flights. This must be done directly with the airline 24 - 72 hours prior to departure.
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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.
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Customer Care Center
New reservations:
Please call 1-888-254-0637 24 hours/7 days a week
Outside the U.S. please call 1-210-507-5997
Give promo code 25834
Existing reservations:
From within the United States:
888-291-1613 (24Hrs/7days a week) or Fax 800-944-0005.
From outside the United States:
210-582-2718 (24Hrs/7days a week)
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