How can we help?

We are here to help through our website chat. You can also send us a message through our support page or browse our help center.

Help With An Existing Booking

Keep the trip ID from your confirmation email ready when you contact us. You can also select Find My Booking on our support page to look up your reservation.

Explaining Your Request

Include the hotel, stay dates, and a clear explanation of the help you need. If you are at the hotel or your arrival is imminent, mention that at the start.

Helpful Tips

• Start from our official support page.
• Use the email address associated with your reservation.

We display guest reviews to help you compare stays, alongside property information supplied by hotels and our travel partners. If you have a question about a review or listing detail, please contact us for help.

Using Hotel Information

We make all reasonable efforts to present the property information we receive, but details can be incomplete or change after they are supplied. Confirm any essential amenity or service with the property before booking.

Questions About Reviews

Contact us if you need clarification about a review's origin or verification. When reading reviews, consider the date, room type, and specific experience described to help decide whether a property suits your trip.

Helpful Tips

• Read several reviews rather than relying on one comment.
• Check whether comments relate to your intended room or amenities.
• Confirm critical details directly with the hotel.

Check the selected property's rules before booking with a pet. Ask the hotel to confirm whether your animal is accepted and whether any fees, deposits, or restrictions apply.

Checking The Property's Rules

Confirm the number and type of animals permitted and any restrictions relevant to your stay. Ask for clarification if the listing does not answer your questions.

Assistance Animals

Tell the property about any assistance-animal requirements and ask about the arrangements for your stay. Do not assume an ordinary pet policy answers questions about assistance animals.

Helpful Tips

• Confirm acceptance before booking a restricted or non-refundable rate.
• Ask about all animal-related charges.
• Keep the property's written confirmation.

Review your reservation and note your hotel, check in and out dates, as well as the name on the reservation. Use the guest name on the booking when checking those requirements.

Preparing For Arrival

Keep your booking confirmation accessible while traveling. Ask the hotel which documents the lead guest must present and whether any other guest may check in first if you have any questions.

Property-Specific Requirements

On-property requirements are governed by the applicable hotel or property policies. Confirm anything that could affect your ability to check in before you travel.

Helpful Tips

• Check that the lead guest's name is correct.
• Confirm check-in times and arrangements for late arrival.
• Ask about deposits and accepted payment methods in advance.

Your reservation confirmation includes the hotel's standard check-in time. Early or late check-in may be available, but it depends on the hotel's policies and room availability.

Check Your Reservation

Your confirmation email includes the hotel's scheduled check-in time, along with your reservation details. If you can't locate your confirmation, you can retrieve your reservation through the My Bookings page.

Request Early or Late Check-In

If you expect to arrive outside of the standard check-in time, contact the hotel directly to ask whether early or late check-in can be accommodated.

Please note:

• Early check-in is subject to room availability.
• Late check-in may also be subject to the hotel's policies.
• Additional fees may apply at some properties.

The hotel's contact information can be found in your reservation confirmation or itinerary.

Arriving Late

Most reservations are guaranteed for late arrival. However, if you do not arrive on your scheduled check-in date and the hotel has not been notified, your reservation may be treated as a no-show.

For stays of multiple nights, some hotels may cancel the remaining nights if you do not check in before midnight local hotel time on your arrival date.

If you know you'll be arriving late, we recommend contacting the hotel in advance so they can note your expected arrival.

Helpful Tips

• Review your confirmation before you travel to confirm your check-in time.
• Save the hotel's contact information in case your travel plans change.
• Notify the hotel as soon as possible if your arrival will be significantly delayed.
• If you need to access your itinerary, visit My Bookings to view your reservation details.

If an email, call, or message seems suspicious, contact us directly through our website before responding. Do not use contact details or payment links supplied only in the suspicious message.

Checking An Unexpected Request

Ask us to verify the sender and explain whether the request relates to your reservation. Do not share passwords, one-time codes, card numbers, or card security codes in ordinary correspondence. We will never ask for your card details through any platform.

Reporting A Concern

You can reach us through the chat or message form on our support page. Use these official options to report a suspicious communication, and contact your payment provider promptly if you suspect unauthorized card use.

Helpful Tips

• Open our website directly instead of following an unexpected link.
• Save the message and sender details for review.
• Remove sensitive information before sending screenshots to our support team.

We use a secure checkout, with payment information handled through the applicable Merchant of Record and payment providers. We also use safeguards and fraud-prevention checks to help protect your information and booking.

Reviewing Your Booking

Review the property, dates, price, cancellation conditions, and payment details before confirming. Check your confirmation promptly and report apparent errors to our support team.

Protecting Your Information

Contact us directly through our website if a payment request looks suspicious. We will never ask for card details or security codes in ordinary email or chat messages.

Helpful Tips

• Check the website address before entering payment information.
• Keep your confirmation and trip ID private.

If your hotel or supplier cancels your reservation, contact us for help. We may assist with an eligible refund under your booking terms.

Refund Requests

Ask us to explain the options for your specific reservation. Refund eligibility is assessed under the applicable booking terms.

Helpful Tips

• Contact us promptly if you receive a cancellation notice.
• Explain if you are already traveling or waiting at the hotel.
• Keep all messages, receipts, and proposed replacement-booking details.

No-shows generally are not refundable and can result in full forfeiture or other applicable penalties. Early departures and unused nights may also carry charges determined by the hotel or supplier.

Missing Your Arrival Date

Failing to check in or leaving a reservation unused without cancellation may be treated as a no-show. The applicable booking terms determine the financial consequences, subject to applicable law.

Shortening Your Stay

Contact us and the property before changing your arrival or departure plans. Ask for written confirmation of any approved change and its effect on the amount payable.

Helpful Tips

• Notify the hotel if you expect to arrive late.
• Contact us before abandoning or shortening a reservation.
• Do not assume unused nights will automatically be refunded.

Cancellation conditions depend on the rate and reservation you choose. Not all reservations are refundable, so review the booking-specific terms before paying.

Refundable And Restricted Rates

Rates designated as flexible, free-cancellation, or fully refundable may be cancelled without penalty before the applicable deadline. Semi-flexible rates may carry penalties, while non-refundable rates generally do not allow refunds or modifications unless an applicable exception applies.

Finding Your Deadline

Review the cancellation conditions supplied with your rate and confirmation. Cancellation dates are outlined at the time of checkout, in your booking email and in the My Bookings portal. The deadline is determined by the hotel or supplier and varies by reservation.

Helpful Tips

• Check the exact deadline, including its time zone.
• Do not assume every room at a hotel has the same policy.
• If you believe you will need to cancel your hotel, set a reminder.

To review your reservation's cancellation terms go to My Bookings on the MyReservations website. Using your trip ID and email, you will be able to review the cancellation policy and cancel from the portal if your booking is able to be cancelled. We review cancellation and refund requests under the conditions that apply to your booking.

Before Requesting Cancellation

Check whether your booking is refundable and whether its cancellation deadline has passed. Depending on the rate, cancellation may carry a penalty or result in forfeiture of the booking amount.

Confirming The Outcome

You will receive an email confirming your booking has been cancelled. Keep that confirmation with your original reservation details. The My Bookings portal will also confirm any cancelled bookings.

Helpful Tips

• Have your trip ID and booking email address ready.
• Request cancellation before the stated deadline.

MyReservations accepts Visa, Mastercard, American Express and Discover cards, plus Apple Pay and Google Pay where available. Check the payment options offered for your reservation at checkout before attempting payment. If you need to use a particular card or payment method, ask us to confirm that it is supported for your booking.

Paying For Your Reservation

The applicable payment arrangement is disclosed during the booking process. Depending on the reservation selected, payment may be collected before arrival or directly by the hotel or supplier.

Payments At The Hotel

Ask the property which payment methods it accepts for any amounts due on arrival. Confirm deposit requirements separately from the payment used to reserve your room.

Helpful Tips

• Review the available payment options before confirming.
• Check whether any balance is payable at the property.
• Ask the hotel about its deposit and incidental-payment requirements.

Search using the room and guest requirements for your party, and check the options offered for your dates. MyReservations allows up to 8 rooms to be booked in one booking. For a larger group or a booking you cannot complete online, ask us what arrangements are available.

Planning Multiple Rooms

Check each room's occupancy, guest details, and booking conditions before paying. Do not assume that every room has the same cancellation or payment terms.

Group Requests

Ask us to confirm any applicable room limits or group requirements. Do not assume a room block, group discount, or rate hold is available unless it is expressly confirmed.

Helpful Tips

• Include all adults and children in your request.
• Confirm which guest is assigned to each room.

No. You can search, compare, and book with us without creating an account, then look up your trip using your booking email address and trip ID.

Booking Without An Account

Use an email address you can access and check it carefully before completing your reservation. Your booking confirmation is sent to the email address provided during checkout.

Finding Your Trip

Select My Bookings and enter the email address used for the reservation and the trip ID from your confirmation. Contact us if you cannot locate those details.

Helpful Tips

• Double-check your email address before booking.
• Save your confirmation somewhere easy to access.
• Keep your trip ID private.

Yes, same-day hotel reservations are available at many properties. Availability depends on the hotel, destination, and how close your booking is to the desired check-in time.

Check Availability

When searching for hotels, available properties that accept same-day bookings will appear in the search results.

Please note:

• Same-day availability may be limited, especially during busy travel periods.
• Some hotels may stop accepting reservations later in the day.
• Room availability can change quickly.

Before You Book

If you're booking for check-in today, review the hotel's check-in time and policies before completing your reservation.

If you plan to arrive late, it's also a good idea to contact the hotel directly to let them know your expected arrival time.

Helpful Tips

• Book as early as possible to increase your room options.
• Review the hotel's cancellation policy before confirming your reservation.
• Check your confirmation email after booking to verify your reservation details and check-in information.
• Contact the hotel directly if you have questions about your arrival or check-in time.

Changes to date and room type are typically not allowed, while a change to guest name can be managed within the My Bookings portal. If you have any questions, please contact us to clarify any requests for your reservation. Changes depend on availability, rate restrictions, and any required hotel or supplier approval, and additional charges may apply.

Requesting A Change

Modification requests may include occupancy changes and guest-name corrections. Restricted or non-refundable bookings generally do not permit modifications unless an applicable exception is approved.

When A Change Becomes Effective

A modification is not effective until it has been successfully processed and confirmed. Do not travel on the assumption that a requested change has already been accepted unless you have written confirmation.

Helpful Tips

• Provide both the original details and the exact changes requested.
• Ask about extra charges before approving a change.
• Save the updated confirmation once the change is completed.

Select My Bookings on the MyReservations website. Enter the email address used to book and the trip ID from your confirmation email.

Looking Up Your Reservation

Copy the trip ID carefully and use the original booking email address. Check for typing errors if the lookup does not find your reservation.

Getting Help With Your Booking

We can help with booking questions, modification requests, cancellations, and refunds. Have your trip ID available when you contact us.

Helpful Tips

• Keep your confirmation email accessible while traveling.
• Use the email address entered at checkout.
• Contact us if you cannot find your reservation.

Check your spam or junk folder and the email address used at checkout. If you still cannot find the confirmation, use Trip Lookup or contact us.

Checking Your Booking Status

A booking should not be treated as confirmed until a booking confirmation has been issued. Ask us to verify the status rather than relying on a payment notification alone.

If You Do Not Have A Trip ID

Contact us with the email address used at checkout, hotel name, travel dates, and approximate booking time. Avoid placing another reservation until you understand the status of the first attempt.

Helpful Tips

• Search your inbox and spam folder for MyReservations.
• Check whether you used a different email address.
• Provide all booking details when requesting help.

Rates on MyReservations can move up or down as suppliers and hotels update their inventory. If you spot a lower rate on MyReservations for the same room, dates, and cancellation terms after you book, please contact support and we'll look at what's possible under the applicable Booking Terms.

Comparing Rates

Check that both offers cover the same property, room type, dates, occupancy, inclusions, and cancellation terms. Include any separately disclosed charges when comparing totals.

Before Cancelling And Rebooking

Your existing reservation's cancellation conditions still matter. Refund eligibility depends on the selected rate, hotel or supplier conditions, timing, and applicable law.

Helpful Tips

• Save the details of the lower offer.
• Check your existing cancellation deadline and penalties.
• Ask us about your options before cancelling.

Some properties collect additional amounts directly, including local taxes, resort fees, parking fees, or incidental deposits. These charges are set and collected by the hotel or supplier.

Property Charges And Deposits

Review any disclosed property charges before booking. Ask the hotel to confirm the purpose, amount, and release conditions of any deposit rather than assuming it is part of the room price.

If You Have Questions About Hotel Charges

Contact the property for clarification about its own charges and deposit requirements. Contact us if you need help understanding the information supplied with your reservation.

Helpful Tips

• Check for amounts due at the property.
• Ask which payment methods the hotel accepts for deposits.
• Ask the hotel about deposit-release timing before arrival.

Our All-In Pricing means the price you see in search includes taxes and fees and matches what you pay at checkout. Some properties collect additional amounts directly, which are separate from your payment through our website.

Understanding Your Booking Total

Review the total payable through our website alongside any separately disclosed amounts due at the property. Our information about property-specific charges depends on what the hotel or supplier provides to us.

Checking What Is Included

Before paying, check the room description, meal plan, cancellation conditions, and payment terms.

Helpful Tips

• Compare totals for the same dates, room type, and guest count.
• Distinguish prepaid amounts from amounts payable at the hotel.
• Do not assume optional services are included in the room price.

We do not add an administration fee before or after you book. Our All-In Pricing includes taxes and fees in the search price, with property-collected charges addressed separately in your booking information.

Charges Collected By The Property

Some hotels may collect local taxes, resort fees, parking charges, deposits, or other property-specific amounts directly. We make reasonable efforts to disclose those charges when the hotel or supplier provides the information to us.

If You Have Questions About A Charge

Review your booking's price breakdown and any property-payment disclosures. If an amount is unclear, please contact us before completing your reservation.

Helpful Tips

• Review the total for your entire stay.
• Look for charges payable directly to the hotel.
• Keep a copy of the price breakdown and confirmation.

Taxes and applicable government fees are included according to local laws and regulations. Reservations made through our website cannot be processed as tax-exempt.

Tax-Exempt Purchases

We are unable to offer tax-exempt bookings, even if you or your organization normally qualify for tax exemption.

Hotels and travel partners are also unable to remove or adjust applicable taxes for reservations booked through our website.

If You Have Questions About Taxes

If you need additional information about the taxes or fees included with your reservation, review your booking details or contact customer support for assistance.

Helpful Tips

• Review the price breakdown before completing your reservation to see applicable taxes and fees.
• Tax amounts are determined by local laws and the property's location.
• Tax-exempt purchases are not available for reservations made through our website.