FAQ

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• What is a third-party hotel vendor?

  Third-party vendors are any service or advertiser that is not directly sourced from the hotel. There are hundreds of these services. They use Global Distribution Systems (GDS) where hotels voluntarily place inventory and rates to resale. The GDS are designed to give third-party vendors full capabilities to book rooms. They include companies like Costco Travel, American Express Travel; advertisers like Hotwire.com, Getaroom.com, and many others, and also thousands of small businesses, including local, independent travel agents.

• How can a hotel partner more exclusively with TravelPASS Group?

  We'd love to work with you. Visit travelpassgroup.com or email us at partners@travelpassgroup.com.

• How are you able to sell hotel inventory?

  We are a leading provider of hotel accommodations with direct deals with wholesalers and partnerships with the world's largest travel agencies. We receive access to hotel inventory through wholesalers as a Sabre Travel Agency, and through our partnerships with the world's largest travel agencies.

• How can I make changes to my hotel inventory listing?

  We can make some updates or corrections to our sites, but we are limited because we use the information provided by hotels to the online travel agencies. We are not able to turn off inventory for specific hotels independently.

• How can I add or make a change to my hotel logo on your site?

  Please send us an email at news@travelpassgroup.com.

• How can I reach support for one of my customers?

  Customer satisfaction and hotel relationships are extremely important to us. If you or a customer who we booked at your hotel needs additional support, please call 888-978-6518 (available 24/7) or email us. We will make every effort to respond promptly.

• Why does your site show multiple phone numbers?

  We prominently display our phone numbers on our sites and in our confirmation emails to help our customers reach us, if they need. Our phone numbers may rotate based on time windows to offer better customer service. All phone numbers and websites can access customer service help 24/7. Our goal is to bring the right customer to the right hotel accommodation every time.

• How do your call centers help customers and act independent from the hotel?

  We maintain 24/7 sales and support through email and phone. We employ only the friendliest agents, who are among the most trained in the travel industry. Thorough education and phone call scripts require agents to educate callers about who they are and that they do not represent the hotel. We record and perform quality checks with all of our phone agents. They sign an agreement of understanding to follow our standards. If an agent deliberately misrepresents as acting for the hotel, the agent is terminated without warning.

• How do you help hotels?

  We help hotels show up on the right search results at the right time, every time. Our proprietary technology pushes beyond conventional standards, helping hotels maximize ROI and increase sales by providing them with the information they need, including cross-channel availability and pricing insights, to achieve greater visibility and reach the right customers.

• Can customers get better deals by booking with the hotel directly?

  We help hotels reach customers they could not reach otherwise. Hotels voluntarily place their room inventory in various networks, at various prices, to sell rooms through their own channels, online travel agencies or other networks. Our goal is to have the hotel show up on the right search results to reach the right customers.

• Do you have different reservation cancellation policies?

  No. We follow the hotel reservation and cancelation policies the hotels establish in booking system. These policies are reflected on our websites and our customer service agents read these to customers when helping them over the phone. When mistakes happen as a result of technology errors, we fix them fast and fairly.

• Do you add service fees to your reservations beyond what hotels and suppliers pass along?

  No.

• How many complaints do you receive and how do you handle them?

  Last year, we booked more than 3.4 million room nights and had complaints from .3% of all transactions. Our quality and error rate is among the best in the travel industry. When mistakes happen as a result of technology errors, we fix them fast and fairly. Our goal is to eliminate any mistakes and to prevent them from happening again.

• Can you explain the taxes and fees?

  Included in the taxes and fees, is a booking convenience fee passed on to us and all applicable local, state and Hotel-occupancy taxes. We receive all of these as one amount, and are not able to break it down into its individual components.

• Why are prices higher on certain days of the week than others?

  Rates can vary by the day of the week due to supply and demand and other variables. For example, rates are typically higher on weekends and holidays as they are in higher demand.

• How much is it to add another person to the room?

  It depends on the hotel policy. Please contact our support team at 844-477-0432 for assistance.

• Why is my card charged right when I book?

  By paying at the time of booking you lock in the rate you will pay, and the hotel guarantees the availability of your room.

• What are these extra charges on my statement?

  Some banks post failed transaction, and correct them later. This will be unique to a customer’s individual credit card. If you suspect something else is causing the additional charges, please submit a copy of your bank statement to support@reservationcounter.com and a customer service specialist will investigate and respond promptly with a solution.

• Can I pay cash when I check out?

  Your confirmation email will specify whether payment will be required at checkout or your reservation was already paid in full. If you paid in advance, your reservation is guaranteed and it will not be necessary for you to pay cash. However if you have a post-pay reservation, and would like to pay cash, we recommend you call the front desk of the hotel to make sure they will accept cash.

• Did I get the lowest rate?

  The rates we show are the lowest rates we have which are typically as low or lower than other booking sites.

• How do I get the special room price for a reserved block of rooms?

  If you are looking to reserve a new block of nine or more rooms, You will need to speak with a specialist that can negotiate the best rate on your behalf by calling 844-477-0432. If you would like to book a room in an existing block, you can call 844-477-0432 to see if you can get a rate that is as good or lower. You can also call the hotel to see if they still have availability.

• Do you have military rates or discounts?

  Depending on the hotel we may offer those rates. That said, because we have access to over 200,000 hotels worldwide you may find that our rates are as good or lower. Search at www.ReservationDesk.com or give us a call 844-477-0432 to learn more about current rates and availability.

• Do you have AAA or AARP/Senior discounts?

  Depending on the hotel we may offer AAA/AARP or more discounted rates. You can find out by searching here www.reservationcounter.com. Search at www.ReservationDesk.com or give us a call 844-477-0432 to learn more about current rates and availability.

• Do you have corporate rates?

  Depending on the hotel we may offer corporate or more discounted rates. Search at www.ReservationDesk.com or give us a call 844-477-0432 to learn more about current rates and availability.

• How do I get a tax exempt price?

  We offer government rates, that are tax free. And because we have access to over 200,000 hotels worldwide you may find that our non-government rates can be as low or better. In either event, depending on a hotel's individual policy, a refund approval for taxes paid may be possible by sharing proof of tax-exemption directly with the hotel.

• Do you have weekly/monthly rates?

  For reservations that are more than two weeks call 844-477-0432 and, an extended-stay booking specialists will negotiate the best possible rate for you.

• Can you match rates from other travel websites?

  We do more than match rates. Our reservation specialists will work to find the very best rate available a based on your travel needs. If you have already made a reservation through us, rates do change. Search www.ReservationDesk.com and if you find something better, give our Customer Service department a call at 844-477-0432, and as a courtesy they will call the hotel to see if they will accommodate the lower price.

• What kind of discounts do you have?

  You can find our already discounted rates by searching for the specific hotel you would like to book at www.ResevationDesk.com or by calling sales at 844-477-0432.

• Can I call someone to get a lower rate than online?

  Phone agents have access to additional rates and availability. Give one of our booking specialists a call at 844-477-0432 to learn more.

• Where do I enter my rewards points number?

  Because of our low pricing, we cannot guarantee reward points eligibility. Please ask the hotel at check-in.

• Do you have discounts for groups?

  If you are looking to reserve a new block of nine or more rooms, you will need to speak with a specialist who can negotiate the best rate on your behalf by calling 844-477-0432.

• How do I make a change or modify my reservation?

  If your reservation was paid in advance and the cancellation policy shows that your reservation is fully refundable a customer service representative can help you make the change. If the cancellation policy for your reservation shows that you will incur a penalty by cancelling at this time, you will need to call customer service at 844-477-0432 , and one of our representatives will do their very best to see if an exception can be made.

• How do I confirm my reservation?

  You should have received an email confirming your reservation. If you did not receive this email please return to the Customer Care home page and select "Send my reservation details / receipt" and enter your information to look up your reservation.

• What type of room do I have?

  You should have received an email confirming your reservation along with all details about your room and the hotel. If you did not receive this email, please return to the Customer Care home page and select "Send my reservation details / receipt" and enter your information to look up your reservation.

• How do I make sure my reservation was cancelled?

  If you did not get an email confirming your reservation is cancelled, please return to the Customer Care home page and select "Cancel my reservation" and enter your information to look up your reservation.

• What is the hotel address?

  You should have received an email confirming your reservation along with all details about your room and the hotel. If you did not receive this email, please return to the Customer Care home page and select "Send my reservation details / receipt" and enter your information to look up your reservation.

• Which hotel am I staying at?

  You should have received an email confirming your reservation along with all details about your room and the hotel. If you did not receive this email, please return to the Customer Care home page and select "Send my reservation details / receipt" and enter your information to look up your reservation.

• I am still waiting for a refund, how long does it take for it to arrive?

  Refunds are released within 24 business hour after a refund is approved, or a reservation is cancelled. Then depending on the card company or financial institution it will typically take 3-10 business days to post to your credit card account. If it has been longer than 10 business days, please contact your card carrier for assistance.

• Can I change the credit card I used to pay for my reservation?

  If your reservation was paid in advance and the cancellation policy shows that your reservation is fully refundable, we recommend that you first book a new reservation with the different credit card in order to ensure you still have a reservation, then you can cancel your existing reservation by visiting Cancel my reservation. If your reservation is a post-pay reservation, then your card has not been charged, and by calling a customer service representative they can make arrangements to have the credit card changed. If the cancellation policy for your reservation shows that you will incur a penalty by cancelling at this time, you will need to call customer service at 844-477-0432 , and one of our representatives will do their very best to see if an exception can be made.

• Can the name on the receipt be corrected?

  Yes it can. Please call our support team at 844-477-0432 for assistance.

• What is the difference between hotel star ratings?

  1 star - No frills comfort and hospitality 2 stars - Facilities, décor, amenities modestly enhanced 3 stars - Distinguished. Marked upgrades in amenities, comforts 4 stars - Refined, stylish. Extensive amenities; lots of hospitality, service, attention to detail. 5 stars - Ultimate in luxury, sophistication. Extraordinary setting, meticulous service, first-class comfort

• Can you explain why there is a penalty for cancelling my reservation?

  All hotels have their own cancellation policy which we cannot change. When you book a refundable reservation, there is a window before check-in within you can cancel with no penalty. if you believe there was an error in the communication of this cancellation policy, please call our support team at 844-477-0432 to get your situation resolved.

• Are you affiliated with the hotel directly?

  We most often aren't. Reservation Desk is a leading provider of hotel accommodations partnering with more than 600,000 hotels and the largest travel agencies and wholesalers worldwide. We specialize in providing travelers access to rooms during sold-out periods. Whether looking for last-minute options or special occasions, ReservationDesk.com can help. Part of the TravelPASS Group, Reservation Desk uses a proprietary technology to deliver the most comprehensive search strategies to help consumers find and save on the best travel destinations and deals.

• Is it better to book online or with someone over the phone?

  If you are not able to find what you are looking for online, our booking specialists can have access to additional rates and availability.

• Why does my credit card show an attempt to charge for a reservation but the reservation didn't go through?

  Some Banks will show all transaction attempts. A failed attempt may be identified as "preauthorization" or some other term, but there has been no charge.

• Can I add guest to my reservation?

  Yes, guests can be added to the reservation up to the maximum occupancy which is typically 2 guests or 4 guests depending on the room type. A fee for each additional guest may apply. The amount will likely be in the "Know Before You Go" section in the email confirmation that was sent to you. If you didn't receive this email, we recommend you check your junk mail or go here to look up your reservation details. If there are no details there we recommend hat you contact the front desk directly.

• Is there a toll free number that I can call?

  We are a fast-growing international company that will be continually adding toll-free numbers for new countries. By visiting our website you will see the current phone number that we offer for support. If it isn't toll free, you can always contact us via email.

• Can you provide me with the front desk phone number?

  If you haven't made a reservation yet, the best number to call is 844-477-0432. Otherwise search the web to find contact information for the front desk.

• Can I get a credit card authorization form?

  Please contact the front desk of the hotel to obtain a Credit Card Authorization form.

• How do I get my packages delivered to the hotel I will be staying at?

  Please contact the front desk of the hotel to arrange for parcel deliveries.

• How much is a taxi?

  Please contact the front desk of the hotel to get the best information about local transportation options.

• Can I check in early / check out late?

  For an early check-in or late check-out you would need to contact the front desk directly for approval. Should you need to check-in late, your reservation is guaranteed for late check in up until midnight.

• What is the shuttle schedule?

  Please contact the front desk to obtain shuttle schedules.

• What kinds of hotel amenities are offered?

  Enter the hotel name and city here {link} for a list of hotel amenities.

• How can I get a room in a certain part of the hotel?

  Rooms are assigned on the day of arrival. We would be happy to put in a special request with your reservation, but there is no guarantee.

• Do you have cribs/rollaway beds for extra guests?

  If the hotel offers cribs or rollaway beds, we would be more than happy to put in a special request with your reservation, but the hotel can provide no guarantee. To increase the likelihood of a hotel being able to meet your special request we recommend contacting the front desk to make the request one to two days before check-in.

• Do I need to give a credit card at check in?

  This depends on the hotel. If your reservation was paid in advance, a credit card may still be required for a requisite deposit, resort fee or anticipated incidentals. These requirements can be found on your confirmation email, or by looking up your reservation at link.

• For incidentals, does the credit card have to be the same one used when booking?

  No, as long as you have a valid credit card to present upon request and, depending on the hotel, provide an ID with a name that matches the name on the reservation, then you should be good to go.

• Do I have to use the same credit card at check in that I used to pay for the booking?

  No, as long as you have a valid credit card to present upon request and, depending on the hotel, provide an ID with a name that matches the name on the reservation, then you should be good to go.

• What identification is required at check in?

  A valid drivers license, a state issued ID or a passport are all acceptable forms of ID.

• What time is check in/check out?

  You can find that answer by looking up the hotel here. Should you need to check-in late, your reservation is guaranteed for late check in up until midnight. For an early check-in or late check-out you would need to contact the front desk directly for approval.

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