AirportandHotels.com Help and FAQs

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FREQUENTLY ASKED QUESTIONS (FAQS) AND BOOKING POLICIES

Q. DOES THIS RoomRate and RoomRate Affiliates CHARGE A BOOKING FEE OR A CANCELLATION FEE?
A. NO, THERE ARE NO SERVICE FEES FOR USING THIS WEB SITE.

Q. IS MY CREDIT CARD CHARGED IN ADVANCE WHEN I BOOK A RESERVATION THROUGH THIS WEB SITE?
A. NO, THIS WEB SITE DOES NOT CHARGE YOUR CREDIT CARD AT ALL. YOU ARE BOOKING DIRECTLY WITH THE HOTEL. HOWEVER, A HOTEL MAY CHARGE YOUR CREDIT CARD IN ADVANCE FOR CERTAIN RATES, SO PLEASE READ ALL RATE POLICIES CAREFULLY WHEN YOU BOOK A RESERVATION.

Q. WHAT HOTEL INVENTORY IS DISPLAYED ON THIS WEB SITE?
A. WE ARE CONNECTED DIRECTLY INTO THE Global Distribution System HOTEL SWITCH, WHICH PROCESSES BOOKINGS FOR ALL MAJOR HOTEL CHAINS, INCLUDING MARRIOTT, HOLIDAY INN, HYATT, HILTON, AND MOST OTHER HOTEL PROPERTIES. WE BELIEVE THIS PROVIDES THE MOST COMPREHENSIVE RoomRate and RoomRate Affiliates FOR HOTEL RATES AND AVAILABILITY. WHEN YOU BOOK A RESERVATION THROUGH THIS SYSTEM, YOU ARE CONNECTING DIRECTLY INTO THE HOTEL DATABASE. THEREFORE, PLEASE READ THE BOOKING AND CANCELLATION POLICIES ASSOCIATED WITH THE RESERVATION TO AVOID ANY UNEXPECTED CHARGES.

Q. CAN I GET AN INSTANT HOTEL CONFIRMATION?
A. YES, YOUR CONFIRMATION NUMBER COMES DIRECTLY FROM THE HOTEL. WHEN YOU BOOK A RESERVATION THROUGH THIS WEB SITE, YOU ARE BOOKING DIRECTLY INTO THE INDIVIDUAL HOTEL DATABASE. HOWEVER, IN SOME CASES IT MAY TAKE A FEW HOURS FOR THE RECORD TO APPEAR IN THE HOTEL DATABASE, DEPENDING ON THE TYPE OF CONNECTIVITY USED BY THE HOTEL.

Q. DO I NEED TO CONTACT THE HOTEL AFTER I HAVE RECEIVED THE HOTEL’S CONFIRMATION NUMBER?
A. NO, YOUR RESERVATION IS COMPLETE. YOU CAN CALL THE HOTEL OR A BOOKING AGENT AT 866-413-5400 DIRECTLY IF YOU WISH TO VERIFY A RESERVATION. THE HOTEL TELEPHONE NUMBER IS ON THE EMAIL CONFIRMATION. IF YOU DO NOT SEE A CONFIRMATION IN YOUR EMAIL BOX WITHIN 24 HOURS, PLEASE GIVE US A CALL AT 866-413-5400.

Q. CAN I CANCEL MY RESERVATION ONLINE?
A. YES. YOU WILL FIND A LINK ON YOUR EMAIL CONFIRMATION, OR YOU CAN OPEN UP YOUR ACCOUNT ONLINE AT AIRPORTANDHOTELS.COM TO CANCEL YOUR RESERVATION.

Q. WILL THE HOTEL CHARGE A CANCELLATION PENALTY?
A. IT DEPENDS ON THE BOOKING POLICIES OF THE PARTICULAR HOTEL, WHICH ARE STATED DURING THE BOOKING PROCESS. BE SURE TO READ THE CANCELLATION POLICIES AT THE TIME OF BOOKING. SOME RATES ALLOW CANCELLATION WITHOUT PENALTIES, WHILE OTHERS WILL CHARGE A FEE FOR CANCELLATION. YOU MAY BE CHARGED AS A GUARANTEED NO-SHOW IF YOU FAIL TO CANCEL A RESERVATION AS REQUIRED BY THE CANCELLATION POLICY.

Q. HOW DO I MODIFY A RESERVATION TO ADD MORE NIGHTS OR MAKE OTHER ADJUSTMENTS?
A. IN ORDER TO MAINTAIN YOUR EXISTING RATE OR TO DEAL WITH SPECIAL ISSUES, YOU MAY NEED TO TELEPHONE THE HOTEL DIRECTLY. THE ORIGINAL RATES MAY CHANGE IF YOU CANCEL AND RE-BOOK, SO IT IS BETTER TO BOOK A NEW RESERVATION AND THEN CANCEL THE EARLIER RESERVATION.

Q. WHO ESTABLISHES THE POLICIES FOR THE RATES AND OTHER CHARGES AT THE HOTEL?
A. EACH HOTEL ESTABLISHES ITS OWN POLICIES, RATES AND OTHER CHARGES. IF YOU HAVE QUESTIONS ABOUT A HOTEL’S CHARGES, PLEASE CONTACT THE HOTEL DIRECTLY.

Q. IS THE DESCRIPTION OF THE HOTEL PROPERTY AND AMENITIES GUARANTEED?
A. NO, THIS INFORMATION IS CONSIDERED RELIABLE, BUT IT IS NOT GUARANTEED. IF YOU NEED TO VERIFY A HOTEL AMENITY OR ROOM TYPE, PLEASE CONTACT THE HOTEL DIRECTLY.

Q. WHO GENERATES THE HOTEL DESCRIPTION AND AMENITY INFORMATION?
A. EACH HOTEL SUBMITS A DESCRIPTION OF ITS AMENITIES AND POLICIES TO THE Global Distribution System HOTEL SWITCH. IF YOU DETERMINE THAT ANY OF THE INFORMATION IS INCORRECT, PLEASE SEND THAT INFORMATION TO OUR CUSTOMER SERVICE DEPARTMENT AND WE WILL ASK THE HOTEL TO CHANGE IT IN THE Global Distribution System SYSTEM.

IN ACCORDANCE WITH THIS WEB SITE’S TERMS OF USE, WE ARE NOT RESPONSIBLE AND WE DO NOT ACCEPT ANY LIABILITY FOR ANY INCORRECT OR MISLEADING INFORMATION PROVIDED THROUGH THE Global Distribution System SWITCH.

Q. CAN I BOOK SEVERAL ROOMS AT ONE TIME?
MOST HOTELS WILL ALLOW YOU TO BOOK MULTIPLE ROOMS, BUT ALL ROOMS WILL BE BOOKED UNDER A SINGLE NAME AND CONFIRMATION NUMBER. ONCE YOU RECEIVE THE EMAIL CONFIRMATION YOU CAN CONTACT THE HOTEL TO ARRANGE SEPARATE ROOM INFORMATION. BE AWARE THAT YOU ARE LIABLE FOR CANCELLATION POLICIES FOR ALL ROOMS BOOKED UNDER THE ORIGINAL RESERVATION. THE HOTEL MAY PREVENT YOU FROM BOOKING MORE THAN FOUR ROOMS DURING ONE BOOKING SESSION. IF YOU NEED A SEPARATE CONFIRMATION NUMBER OR SEPARATE NAME WHILE BOOKING ONLINE, YOU WILL NEED TO LOGOUT OF THIS BOOKING SESSION AND ESTABLISH A NEW USER ACCOUNT WITH A SEPARATE EMAIL ACCOUNT FOR EACH NEW USER.

POLICIES VARY FOR EACH HOTEL. YOU SHOULD CAREFULLY READ THE POLICIES FOR EACH HOTEL. HOWEVER, PLEASE REVIEW THE GENERAL GUIDELINES BELOW IN ADVANCE OF BOOKING A RESERVATION.

  • MOST HOTELS REQUIRE THE PRIMARY GUEST TO BE AT LEAST 18 YEARS OLD. IDENTIFICATION OF THE PERSON WHO BOOKED THE RESERVATION MAY BE REQUIRED AT THE HOTEL.
  • HOTELS MAY REQUIRE THE IDENTIFICATION TO MATCH THE CREDIT CARD USED WHEN BOOKING THE RESERVATION ONLINE.
  • HOTEL CHECK-IN TIME IS USUALLY NO EARLIER THAN 3 P.M. AND CHECK-OUT IS USUALLY ABOUT 11 A.M.
  • GUESTS WHO ARE “WALKED” BY A HOTEL DUE TO OVERBOOKING ARE SUBJECT TO THE HOTEL’S COMPENSATION POLICY. THIS WEB SITE IS NOT RESPONSIBLE FOR COMPENSATION DUE TO THE HOTEL OVERBOOKING.
  • MOST HOTELS WILL REQUIRE AN EXTRA CHARGE FOR ADDITIONAL ADULTS STARTING WITH THE THIRD ADULT. SOME HOTELS CONSIDER CHILDREN OVER 12 AS ADULTS, BUT MOST DO NOT CHARGE EXTRA FOR CHILDREN AGED 16 OR UNDER.
  • A HOTEL MAY LIMIT THE NUMBER OF PEOPLE IN EACH ROOM, BASED ON THE ROOM TYPE, THE NUMBER OF BEDS, AND LOCAL FIRE CODES. IF YOU HAVE MORE THAN FOUR PERSONS SHARING A ROOM, YOU SHOULD CONTACT THE HOTEL IN ADVANCE TO VERIFY THAT THE ROOMS ARE LARGE ENOUGH OR THAT THE CORRECT BED TYPE IS AVAILABLE.
  • THE BASE ROOM RATE DOES NOT INCLUDE ADDITIONAL CHARGES FOR TAXES AND PARKING.

CUSTOMER SERVICE

IF YOU ALREADY HAVE A CONFIRMATION NUMBER, YOU MAY CALL THE HOTEL OR A BOOKING AGENT AT 866-413-5400 DIRECTLY, SINCE THE CONFIRMATION NUMBER IS IN THE HOTEL COMPUTER. IF YOU DO NOT RECEIVE AN EMAIL, HAVE TECHNICAL PROBLEMS, OR NEED TO VERIFY IF A RESERVATION IS IN THE HOTEL DATABASE, YOU MAY SEND US AN EMAIL USING THE CONTACT US FORM. OUR CUSTOMER SERVICE DEPARTMENT WILL RESPOND TO THE EMAILS FROM 8:30 AM UNTIL 5 P.M. MONDAY THROUGH FRIDAY (EST), EXCEPT DURING CERTAIN HOLIDAYS. IF YOU HAVE AN ISSUE THAT IS MORE URGENT, PLEASE CONTACT THE HOTEL DIRECTLY.

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