Frequently Asked Questions
Please read through some of our frequently asked questions to further assist you.
Please email our Customer Care team us at firstname.lastname@example.org and one of our representatives will be happy to assist you.
Do I need to create an account as a new customer?
Yes, after you have selected your desired package, please select “Book Now” and you will be prompted to create a new account.
Do I need to create an account if I am a repeat customer?
No, you can use your same email and password that you previously used. If you have forgotten your password, please click “Forgot Your Password” and you will be prompted to reset your new password. If you no longer have access or have forgotten the email that was previously used, please contact us at email@example.com
What age should I enter when registering children?
When registering children, please enter the age for each child that they will be during the date of travel.
Can I use the same email address on multiple room reservations?
Unfortunately, only one email address can be associated with each customer profile, and you will need a separate email address for each reservation.
**If you need to book multiple rooms under the same email address, please contact us at firstname.lastname@example.org and we will be happy to assist you.
What if the dates and/or room category I am looking for is not listed or no longer available?
If there is a room or dates that you would like that are not listed on our website, please reach out to our Customer Care team at email@example.com and one of our representatives will be happy to assist you. Please include the room category and dates in the email that you are interested in to expedite the request.
Why do I need to register online? What if I am having trouble?
Our representatives are here to assist you with any support needed when registering. Please be informed that for accuracy and your security protection we are not permitted to take credit card payments over the phone, we ask that you follow the online registration through our secured site.
How do I access payments when using my mobile device?
We are working on developing the mobile app to better suit our customer’s experience. In the interim, you can access the payments from the “2/4” drop down menu.
What if my roommate and I aren't going the same number of nights?
Most hotels will allow a change in occupancy during your stay. Please reach out to us at firstname.lastname@example.org and one of our representatives will be happy to assist you.
Can I add another person to my room after registration?
You can add another guest into your room after you have already registered if the room occupancy will allow another guest. Please note this can be added up until final payment. Any requests after finalization we will need to receive approval from the Hotel Supplier.
Please send us an email at email@example.com and for a quicker response time, please include your guest’s full legal name, date of birth, email, phone number and address and one of our representatives will be happy to assist you.
Does my roommate and I need to register separately?
Roommates will share one confirmation and will need to be registered at the same time.
Can I still register for the event after the deposit due date?
Registering after the deposit due date will be based on availability. The website will allow you to register as normal but if the room you are trying to select is not available, please contact us at firstname.lastname@example.org and one of our representatives will be happy to assist you.
I’m having trouble making a payment, what should I do?
If you are having difficulty proceeding to the payment screen or unable to process your payment, please ensure you have completed the Passenger Agreement as payment can only be processed once you have checked off on the Terms & Conditions.
If you need further assistance, please contact us at email@example.com
Can I use someone else’s credit card to process my payment?
Currently we cannot accept third party credit cards, all payments will need to be made by one of the guests traveling in the rooms. We will be working to upgrade this feature.
If you need further assistance, please contact us at firstname.lastname@example.org and one of our representatives will be happy to assist you.
How can I tell if my payment was processed?
Upon completing the registration, you will receive an email with an invoice within 24 hours. The confirmation will include your booking information along with all your payment details.
If at any time you would like to view your payment history, please log into your reservation, and select “Documents” under the “Options” menu where you will be able to locate your most recent invoice.
Is a deposit required for children?
Yes everyone that is registered will be required to pay a deposit.
How can I see which payments are mine and which payments are my guests?
The invoice that you receive lists the last four digits of the credit card that was used for each payment. This is the best way to reference the payments made on your card or the others in the room. If you need further assistance with differentiating payments, please reach out to our team at email@example.com and they will be happy to assist you.
Why is the Final Balance due so far in advance?
When booking within a group, we follow the guidelines of the hotel’s group policies. Final payments must be made in full, to confirm the reservation.
What if I need to modify my reservation before final payment?
If you would like to change your room type, dates of travel, or passengers in the room prior to final payment you can do so by submitting an email to the address found on the group’s website at firstname.lastname@example.org. Please include all changes you would like to make so we can expedite your request.
What if I need to modify my reservation after final payment has been made?
If you would like to make changes to your reservation after final payment, please submit an email to the address found on the Groups website at email@example.com Please be informed since it is at final payment, we will need to submit your request to the hotel for approval. All changes after final payment need to be paid for the request to be submitted to the hotel.
What if I need to change the name of my guest or if I don't know who will be traveling with me?
If you would like to change the name of your guest in your room, please reach out to our Customer Care team at firstname.lastname@example.org through the email form provided on the Groups’ website. One of our representatives will reach out and assist you with any modifications.
If you are not sure who will be traveling with you, please proceed to register so you can secure your space and room. When you are ready to add a second guest, please email us at email@example.com and one of our representatives would be happy to assist you. Please be informed when adding additional guests to your room, they will need to be done prior to final payment.
What if I noticed an error on my invoice?
Please contact us upon receipt and review of your invoice at firstname.lastname@example.org and one of our representatives would be happy to assist you.
Applying For or Renewing Your Passport
If you need to apply for or renew your U.S. passport for international travel, please read the Department of State's current international travel advisory. Because of public health measures to prevent the spread of COVID-19, U.S. passport operations are extremely limited. According to the Department of State, if you apply or renew now, you will experience significant delays of several months to receive your U.S. passport and the return of your citizenship evidence documents (such as birth certificates or naturalization certificates).
Is a passport required? What ID is need for domestic flights?
For any travel that is outside of the United States a passport is required. For travel within the US as of October the Real Id Act will be in place which requires a REAL ID State ID or Passport
What if my travel documents are missing my middle name?
If you have only booked the hotel portion of your stay with us, then your middle name is not needed. If you have booked air with us and your middle name is missing please confirm that your middle name is correct for your air by reaching out to your consultant to confirm it is correct.
When will I receive my travel documents?
Travel documents will be emailed to each guest 3-4 weeks prior to departure.
With in 3 weeks of departure you will be able to login into you reservation and view your travel documents by going to “Options” select “Documents” and select “Travel Documents”.
What if I need to cancel my reservation?
We are always sad to hear when someone is no longer able to attend their groups trip. To cancel your reservation, we will need to receive your request in writing, please send us an email on the customer form on your website and we will contact you to review your details.
Am I responsible for my roommates' portion if they don't attend?
The entire room will need to be paid in full to confirm the reservation. If a portion of the room is not paid, you can change the occupancy of the room and complete the full payment to confirm your reservation. If for someone reason you cannot have another attend, a single supplement rate will be added by the hotel.
How do I book my airfare and when is the best time?
Any of our representatives can assist at email@example.com with booking airfare. Airfare typically becomes available approximately 10 months before departure, we recommend booking airfare 6-8 months in advance of your trip. Please also note that airline quotes are subject to change and never confirmed until purchased.
Do I need to have my flights booked before I request round trip transfers?
No, you may still add airport transfers to your reservation. Upon booking flights please provide us with your flight information by sending it to the email address found on the group’s website. Please note that transfers will need to be added to your reservation prior to final payment.
When will I receive information about the travel protection and how much it is for my reservation?
You can read more about the Travel protection on the website under the Travel Protection section on the website where you can access the link to our insurance provider.
Do I need to pay for the airport transfers when I make my reservation?
We recommend adding airport transfers upon registration however they do not need to be paid until your final payment date.
What are airport transfers?
Airport transfers are transportation from the airport to the hotel and back to the airport. They are provided by one of our many reputable tour operators in destination. If you opt not to include airport transfers, you will need to make your own arrangements from the airport to the hotel and back. This is not recommended.