Back to main FAQ's pageHotel FAQ’s
Q. Can I add additional people to an existing hotel booking?
Yes. You can add a guest to the same hotel room by calling our customer service desk at (866) 883-0908. Please note there may be a charge for additional guests.
Q. Are the hotel rates in US dollars?
Currency Conversions are based on approximate exchange rates at the time of booking and should be used for an approximate guide only.
Q. What types of Credit Cards are accepted?
We accept Discover, American Express, Visa, MasterCard and Diners Club.
Q. I've just completed my online hotel reservation booking, how do I receive my voucher?
If your hotel was an Exclusive (pre-paid) reservation a voucher will be generated upon payment with your credit card. This voucher will be e-mailed to you and is part of your confirmation page.
Q. Can I cancel or make changes to my hotel booking?
Many pre-paid hotels are non refundable and cannot be cancelled or changed. There is a cancellation fee of $35 charged by OneTravel.com. You may also be subject to penalties and fees from the hotel. OneTravel.com advises you to verify all hotel rules on your pre-paid reservation.
Q. When will I be charged for my hotel reservation?
If you have reserved an Exclusive (pre-paid) hotel reservation, your credit card will be charged at the time of booking and includes most taxes and fees. Any additional costs such as meals, laundry, telephone and parking and resort fee’s are not included in your reservation rate.
Q. What should I do if the hotel can not find my reservation?
Make sure you have the booking number if not pre-paid or the hotel voucher for pre-paid hotel reservations. If you were required to enter a credit card at the time of booking, the reservation is guaranteed by the hotel. If a hotel overbooks, as they do on occasion, and you have a guaranteed reservation, the hotel is obligated to find you a comparable hotel and free transportation to this hotel.
Q. What is a Pre-paid hotel?
Prepaid Reservations are charged at the time of booking to your credit card. The full base amount (room only) will be charged at the time you book. Individual hotels collect payment for per night room tax, resort fees, and cleaning fees, which may be accessed on a daily basis. They also will collect for incidentals such as meals, movies, games, wet bar, parking, and phone calls. These are reservations that must be prepaid because they are discounted rooms. Rates are only guaranteed at the time of booking. All hotels will require a credit card in one of the guests name upon check in.
Q. What is a Non- prepaid reservation?
Non-Prepaid Reservations use your credit card to hold your reservation until you arrive for check-in. OneTravel.com STRONGLY RECOMMENDS that you confirm non-prepaid reservations directly with the hotel, no sooner than 24 hours prior to check-in. These policies can vary depending on location and season. Some hotel restrictions include charging a one night deposit to hold the room. This deposit may or may not be refundable dependent upon the hotel policy.
Q. Why doesn’t the hotel have my reservation when I call?
Actual guest names will not be available to the hotel until 48-72 hours prior to arrival dependent on if the hotel is a pre-paid or non pre-paid hotel. In order to adjust room volume the hotel does not receive the name manifest until 48-72 hours prior to arrival. If you have questions about your booking, please contact OneTravel.com directly up until that time.
Q. Are pets allowed in my hotel?
Hotels change pet acceptance policies often and without notice. It is very important that you confirm directly with the property that they do, indeed, accept pets. OneTravel.com accepts NO RESPONSIBILITY for an individual property's pet policy. You must call the hotel directly to confirm pet policies, including pet restrictions on breeds
Q. Can I get a government, AARP or AAA discount?
Some rates have special requirements such as Corporate, Government (including Military), AAA, or AARP membership. These rates will require you to present identification at the time of check-in to prove that you qualify. Hotel properties are NOT obligated to honor these rates if you do not qualify.
Q. Does my insurance cover the hotel? What does the insurance cover?
We offer a Travel Protection Plan that covers both airlines reservations and hotels reservations. An airline reservation is not required to purchase hotel coverage.
Q. I want to check out early. Can I get my money back?
In order to qualify for the rate offered you must stay the entire number of reserved days. No refunds or credits for unused hotel nights.
Q. How old do you have to be to stay at the hotel?
Each hotel has its own policy based on local laws. Many hotels require the guest be over 21 years of age or older to stay at the hotel. One travel recommends checking directly with the hotel for their age restrictions.
Q. I want a specific room or location? Can I select my choice of bedding?
Specific room numbers cannot be reserved. The location of the room is only available if offered during the booking process. Such as selecting an oceanfront room must be offered to reserve that location during the booking process.
Q. What does "ROH" mean?
Run of house. It refers to room type and location selected by the hotel upon check in.
Q. I want to make changes to my reservation. Will I be charged a fee?
Changes to dates, reduction in rooms, guests name or any other amendments are subject to fees based on the hotel’s policy. Not all hotels allow changes; OneTravel.com may impose a service fee to complete your request.
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