This page provides answers to the most frequently asked questions. Please
scroll through the list to find the information you need. If the question
you have is not found, please contact us.
US: 800 211 2810
France: 0800 908655
UK : 0800 032 2926
Germany: 0800 1015163
Europe
United States & Canada
Asia & Oceania
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How do I reserve my room?
Our reservation process is very simple. Select or enter the
desired city, enter the dates of arrival and departure, and
enter the number of guests. Click the Search Available Hotels
(for only hotels which have vacancies), Search for Vacation
Rentals or the Browse All Hotels (all hotels in
a city regardless of vacancy) button. You could also search
by a specific hotel name within a city.
A list of hotels or vacation rentals will appear on the screen.
For more information, click the name of the property or the
Info link.
- After room types and rates are returned to your screen,
you will be able to choose the rate you desire by reading
the room information in the center of the screen, then clicking
on the Book It button on the right side of the
screen.
- After you have selected your desired room type, you will
be taken to a "Secure Reservation Request" form. Then you
will need to review the "Reservation Information" and fill
in the blanks on the "Guest Information" section. Be sure
your name and email address are spelled correctly.
- After you fill out all of the needed information, press
the "Submit Reservation" button.
- If further correspondence is necessary prior to confirming
the reservation, a Customer Care agent will reply back to
you with an email within 2 to 4 hours.
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What are "Special Internet Rates?"
Special Internet Rates save you money. Because of the large
number of lodging reservations we process, we are able to negotiate
special rates with the properties. 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. This ensures you have a room when you
arrive so you are not "bumped" or "overbooked."
Booking a room marked as a Special Internet Rate gives you both
savings and security. You can't beat that! |
What are "Additional Rates?"
These rates still can offer savings; however, are not specially
negotiated with the hotel like "Special Internet Rates" and
generally do not offer as large a discount. |
When do I have to include my credit
card number?
Lodgings identified as offering "Special Internet Rates" require
up-front payment with your credit card at the time of booking.
This ensures you have a room when you arrive so you are not
"bumped" or "overbooked." If new taxes or fees are added by
the hotel from the time of booking to the time you check out
of the room, you could be responsible for those charges. Additional
charges for phone calls, room service, and other services will
be your responsibility at the time of check out as well.
Properties identified as Additional Rates require a credit card
number at the time of booking to process the reservation. Your
credit card will not be charged until you check out of the hotel
unless the type of room you selected states a deposit is required.
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Is it safe to use my credit card?
Yes. We take this matter very seriously. To ensure your security,
we utilize a secure commerce server, which encrypts the credit
card number and encodes it into a non-usable form. |
What credit card types are accepted
for guarantee/deposit?
The card types accepted for guarantee/deposit will be listed
in the Info section of the hotel description. |
My credit card number is correct, but
the hotel is not accepting it. Why?
There are a few possibilities:
- Your card type is not accepted at the hotel.
- The card expiration date precedes the reservation date.
- You have reached your credit limit.
- There is a computer error.
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What is the cost for using our service?
There is NO CHARGE or service fee to use our hotel reservation
service or search engine. However, some of our suppliers charge
service fees. Please read all text carefully associated with
any reservation. |
Are taxes included in the rate?
It will be indicated by the quoted rate if taxes and miscellaneous
charges/fees are included. The Total amount for "Additional
Rates" does not include taxes or fees, and any such taxes or
fees will be collected by the hotel. The Total amount for "Special
Internet Rates" is the full amount that you will be required
to pay, and includes a tax recovery charge imposed by our supplier
to recover the amount it pays to the hotel in connection with
your reservation for local occupancy, value added and other
similar taxes, our supplier's service charges for handling of
your reservation. |
Can I specify where I would like my
room located (preferred floor, next to pool, etc.)?
If special requests are accepted by the lodging, a section will
appear on the Reservation Form to insert such requests and submit
them to the hotel. The hotel staff will do their best to accommodate
special requests. We cannot guarantee that your requests will
be granted because they are subject to availability. |
Is the room rate per person or per
night?
All rates are based on double occupancy per room, and are quoted
on a nightly basis unless otherwise specified. Extra people,
children, roll-away beds and incidentals may be subject to additional
charges. |
What about the special
discounts?
Many of the participating hotels offer "Special Internet
Rates" to our users. These rates offer substantial savings.
See "
What is a Special Internet Rate? " |
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. |
Is there a waiting
list for sold out hotels?
In certain instances, our can make reservations at sold out
properties. Often lodgings identified as "Special Internet Rates"
are providing sold out availability. If you want to be placed
on a waiting list, you will need to contact the lodging directly.
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What happens when I make a reservation?
Reservation requests will result in a new screen showing an
Itinerary Number, which should be kept and used with any future
correspondence with us. You may also be quoted a Confirmation
Number. Additionally, all reservations will be followed up within
2 to 4 hours with an email using the same Itinerary Number and,
if available, a Confirmation Number. |
How long will it take you to respond
to my reservation request?
All reservation requests will result in a new screen showing
an Itinerary Reservation requests will result in a new screen
showing an Itinerary Number, which should be kept and used with
any future correspondence with us. Additionally, all reservations
will be followed up with an email within 2 to 4 hours using
the same Itinerary Number with the status of your reservation. |
How do I check on my request for a
lodging?
You may view your reservation using the "View/Cancel
Reservation" link. Always feel free to contact
us with any inquiries regarding your request. For fastest
service, please include your "Itinerary Number" which you will
receive after you submit your booking. |
I don't have long to wait for a confirmation.
What can I do?
Typically, most lodging reservations are made in real time and
your confirmation should only take a few seconds. You will be
notified of the status of your reservation within 2 to 4 hours.
However, there can be delays. In such cases, you will receive
an email from us without a confirmation number. When we receive
the confirmation number from the property, it will be emailed
to you. If there is a special request or rate change associated
with your reservation, the request will be sent to a Customer
Care agent for processing. You may contact us directly at reply@travelnow.com. |
When will my reservation be at the
hotel?
- Special Internet Rates Rates:
Your name will not appear at the hotel until 72 hours before
your arrival date. Rest assured, the room is booked; however,
the hotel just does not know that you will be the person
staying in it.
- "Additional Rates":
It takes a minimum of 24 hours before your reservation details
reach the lodging's computer system. Rest assured, the room
is booked; however, the hotel simply has not entered your
details into their system yet.
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Once I have made my reservation, will
I receive any written confirmation from the hotel?
No. The email confirmation you receive is all you will need.
It displays your Itinerary Number, the hotel information, the
rate, confirmation number, and the hotel's cancellation policy. |
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What is the cancellation policy
on my reservation?
When you are completing the Secure Lodging Reservation Form,
the Cancellation Policy will be provided in red
or there will be a link to read the cancellation policy. You
can also view the property information page to find the cancellation
policy. These policies will vary from lodging to lodging, so
you must read each one carefully. In general, the standard increments
are that you must cancel the room(s) by 4 or 6 PM on the arrival
date, or 24, 48, or 72 hours prior to your specified arrival;
however, these are just general guidelines and the specific
policy of the property will prevail. If you cancel before the
deadline, generally you will not be charged a penalty. Canceling
after the stated period will result in a cancellation penalty
fee.
Reservations of "Special Internet Rates" will apply a cancellation
fee regardless of the timeframe of cancellation. If the cancellation
is outside of the time allotted, you may be charged for one
night's stay. Please read the specific cancellation policy provided
for each property on the site and in any emails regarding your
reservation. |
How do I cancel a reservation?
Use the "View/Cancel
Reservation" link provided on the home page. |
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What is a Vacation Rental?
A vacation rental is any suite-type lodging that has self-catering
facilities (wet bar, refrigerator, microwave, etc.) Most vacation
rentals have separate bedrooms, fully equipped kitchens, one
or more bathrooms, washer and dryer, and sometimes a balcony
or patio. Towels and linens are provided. Daily maid service
and other hotel conveniences are usually available.
Unlike hotels with per person pricing, there is a set price
for an entire vacation rental with a maximum number of persons
allowed. Most one-bedroom units sleep a maximum of four using
a sleeper/sofa in the living room. Most two-bedroom vacation
rentals sleep a maximum of six, and most three-bedroom vacation
rentals sleep up to eight.
Please carefully read the vacation rental descriptions to learn
the specifics of what is provided and how many people are allowed. |
Where do I pick up my vacation rental
keys?
The email you receive confirming your reservation for a Vacation
rental will provide details as to where and when you should
pick up the keys to your rental unit. |
Can I make a reservation over the phone?
Reservations for Special Internet Rates can be made by calling
1-800-511-5741. |
What type of customer service is offered?
After submitting your reservation request, you will be provided
with an email address to use to make inquires about your request.
Our qualified and friendly agents are available 24-hours a day,
7 days a week, 365 days a year (including holidays) to answer
your questions. All you have to do is ask. |
I'm looking for a hotel in Los Angeles.
Can you help me?
Our reservation agents are unable to do individual searches
for clients due to our high volume of reservations. Please use
the Lodging Search
Form to identify availability and rates at over 47,000 hotels
around the world. |
Is there a hotel shuttle service to/from
the airport?
Many hotels offer shuttle service to and from the airport. This
may be listed on the Lodging Information page. If it is offered,
there may be a charge by the hotel for this service. Vacation
rentals often do not have this type of service. |
Is parking available? Free parking?
Long-term parking?
Most hotels and vacation rentals offer free parking to their
guests, although some may charge. Long-term parking is offered
at the discretion of the property (often in conjunction with
park and fly rates). This may be listed on the Lodging Information
page. |
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 $5.00-$20.00 per person). Some hotels
and most vacation rentals have a limit on how many people can
stay in a room. This may be listed on the Lodging Information
page. |
Our children will be with us... do
they stay free?
Usually children under 12 years of age stay for free in their
parent's room using the existing bedding. The age requirement
differs depending on the specific hotel's policy. This may be
listed on the Hotel Lodging page. |
Are rollaway beds/cribs available?
Most hotels and some vacation rentals 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. This
may be listed on the Lodging Information page. If special requests
are accepted, a section will appear on the Reservation Form
to insert such requests and submit them to the hotel or vacation
rental. |
What are the directions to the hotel?
The location information of the hotel is sometimes listed on
the Lodging Information page. This can identify the distance
from the hotel to certain landmarks or the airport. Vacation
rental reservations will have directions included in the confirmation
email. |
Is breakfast included?
Many hotels offer free breakfast. Often this is a continental
breakfast or sometimes just coffee and donuts. It would be very
rare for a Vacation rental to provide breakfast. If included,
it should be listed on the Lodging Information page. |
What is the Refund Policy?
We strive to provide the best service possible and will work
on behalf of our clients to rectify any regrettable circumstances
pertaining to your reservation. However, we act only as an independent
agent to secure services of an air carrier, car rental supplier,
hotel, vacation rentals, or other travel related supplier. Therefore,
we have no control over personnel, equipment, or operations
of these suppliers and shall not be held liable for any inconvenience,
personal injury, property damage, or other loss incurred as
a result of any wrongful acts, omissions, or default on the
part of the suppliers. All grievances must be reported with
any and all supporting documentation within 60 days of the mailing
of the first credit card statement showing any discrepancies
for billing and payment issues or within 60 days after the completion
of travel services provided. |
Do hotels have minimum age requirements?
Please be aware that some 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. Please inquire with a Customer Care Agent or with
the hotel directly. |
What if I find a lower price after
booking?
Special Internet Rate hotel reservations booked through us are
guaranteed to be the lowest rate. If there is a lower rate available
for the same dates and the same hotel, you must contact us within
24 hours of booking your "Special Internet Rate" reservation.
We will either refund you the difference or cancel the reservations
without penalty. This guarantee only applies to rate indicated
as "Special Internet Rates." It does not apply to special events
such as New Years and the Super Bowl. To learn more or to claim
a guarantee, Click
here. |
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