Check-in
The check-in time and other details are available in your itinerary.

Contact your hotel or property manager if you want to check-in at a different time than the one specified on your itinerary. You can find the contact information on your itinerary or confirmation email.

The person who checks-in must be the same one who is named on the reservation. You’ll need a government-issued ID to check in.

If you decide not to show up for any reason, you’ll be charged based on your stay policies. Check the details in the Rules and Restrictions section in your itinerary.

Check-out
Review your itinerary to find out the check-out time.

If you need to check-out at a different time, contact the hotel or property directly. They may charge a fee for this. You can find the contact information on your itinerary or confirmation email.

We sometimes offer promotional coupons. Some are promotional codes that you enter at checkout, while others can be saved to your account.

Coupons cannot be used for Pay Later hotel bookings or existing bookings.

Go to the Coupons page to check the complete rules and restrictions.

To use a coupon
Choose a hotel or package, and follow the booking process to the payment page.

Under Price details, select Use a coupon, credit, or promotion code.

You can enter the code manually or select from the ones you’ve already saved in your account.

Select Apply.

To save a coupon to your account
When you receive a coupon via email, you can save the coupon to your account by selecting the link in the email.

Good to know
If you book your stay with a coupon and want to change or cancel your booking, you’ll lose the coupon and won’t be able to redeem it again.

When searching for a hotel or vacation rental, use the filter sidebar and select your needs under Accessibility.

If there is a term you are not familiar with, you can read our accessibility definitions.

Once you’ve selected a room, you can also use the Accessibility and special requests form, on the checkout page.

After booking, we’ll send your request to the property, and they’ll send you a confirmation email.

If you don’t receive confirmation within 24 hours of booking, contact them to confirm. You can find the contact information on your itinerary or confirmation email.

If you encounter digital barriers while booking, read our topic on digital accessibility to understand common issues and how to resolve them.

Check the available features on the property details page before booking. If you have already booked, read make special requests for your stay.

Accessible bathroom: This includes hand-held shower, grab bars at the tub, grab bars at the toilet, and raised toilet.

Accessibility equipment for the deaf: This includes teletypewriter (TTY) for phone; visual or flashing fire alarm; and vibrating alarm clock.

Braille and raised signage: This means that there are Braille or raised signage and vibrating alarm clocks available upon special request.

In-room accessibility: This means that there are accessible temperature controls; accessible window coverings; an accessible path from the room entrance to the window, from the room entrance to at least one side of the bed, from the room entrance to the toilet, as well as accessible hardware and minimal resistance to open the door.

Roll-in shower: This includes hand-held shower, grab bars, and a sitting area. The shower space is large enough for wheelchairs to roll in.

Stair-free path to entrance: This means that there is a flat or ramped path—at least 36 inches wide—between the parking lot (if any) and the front desk; and between the front desk and some or all of the guest rooms.

Wheelchair accessible parking: This means that accessible parking spaces are set aside for guests. These are available on a first-come, first-serve basis and cannot be reserved.

We have a site dedicated to pet-friendly stays.

When searching, you can select the Pet friendly filter under Amenities to find a suitable booking.

Make sure to check the policies before booking. Some hotels have limited rooms, fees and restrictions (e.g. weight of your pet).

After booking, get in touch with your hotel to double-check they’ve got your room.

You can find the contact information on your itinerary or confirmation email.

Star rating (or “property class”) is our official indicator of the quality of a property.

Guest reviews are first-hand accounts of travelers and their experience on that property.

Have you received an automated phone call claiming that you’ve won a prize from us or another well-known travel company? This is a scam. Hang up and do not give the caller any information.

What it is
The scammers typically use “spoofing” technology to make the incoming telephone number falsely appear to originate from a local area code.

Calls usually begin with a pre-recorded message claiming the caller is a well-known travel company, and promising the recipient has “won” some type of prize or discount off travel services. These prizes, which are also fake, can include cash cards, trips, or credit for future travel.

The phone calls can be quite convincing, since the callers take steps to hide their identity and pretend to represent established businesses or organizations. However, the information you provide (such as name and address, payment information, or a social security number) goes directly to the criminal, who can then use the information to his or her own advantage.

What you can do
We’ll never call or send an email asking for your password or other personal information.

If you think you have received a fraudulent phone call

• Hang up. Do not engage with the caller. Take note of the number displayed (if available) and any other identifying information the caller provided.
• Contact us.