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Reservations Help and Faq

Online booking help and information



General Information About Online Booking


Kasbah Travel Services offers interactive, real-time access to room and rate availability, enabling you to book the best rates instantly through the Internet. You are able to retrieve rates directly from our central reservation system and see them on your screen within seconds.

Clicking on the reservations or rates link on any hotel property page will take you directly to the page to check that hotel's availability and rates. To view and/or cancel a reservation, click on the link to Review or Cancel a Reservation.

You must be using Microsoft Internet Explorer, Netscape or another Web browser that uses the same security scheme as Netscape. Using an incompatible Web browser will result in an error message from our secure Netscape booking server. This is designed to protect you since everything you enter will be secure -- credit card, name, dates, etc.



Making a Reservation and Checking Rates


Check Hotel Availability and Rates
To check availability and rates, click on the "Instantly Check Rates and Availability" button on a hotel's information page or the "Check Rates" link on the search results list.

Property Name: The hotel you have selected. This information is filled in for you.
Arrival Date: The date you will be arriving at the hotel (defaults to today's date)
Departure Date: The date you will check out of the hotel (defaults to tomorrow's date)
Number of Adults: The number of adults staying in the room (select 1 - 4)
Frequent Traveler Membership: (Optional) Hotel Frequent Traveler ID number. Only the frequent guest number for the hotel chain being requested should be entered.

To Make a Hotel Reservation
Once the hotel returns the rates available for the time period you have requested, you may scroll down and review the rates and their descriptions. In order to make a reservation, click on the "Select Rate" button next to the desired rate. The Booking Request Form will display once you have selected a rate. You must have a secure Web browser (Ex: Netscape or Microsoft Internet Explorer) in order to proceed any further in making a hotel reservation. The Booking Request Fields are (all fields are mandatory unless noted below).

First Name: First name of the guest
Last Name: Last name, or surname, of the guest
Telephone: A telephone number for the guest
Email Address: An e-mail address for the guest. A confirmed notification of the reservation will be sent to this e-mail address. If the reservation is subsequently canceled, a cancellation notification will also be forwarded to this e-mail address. For security purposes, any notifications sent via e-mail will NOT contain credit card numbers.
Street Address, Suite or Apt. Number, City, State, Zip Postal Code, and Country: A mailing address for the guest.
Credit Card Type: Click on the button next to the credit card you will be entering.
Credit Card Number: All hotel reservations made online require a credit card number to guarantee or retrieve the reservation. Since the booking form is a secure transaction, the credit card number will be encrypted for security purposes.
Expiration Date: Enter the month and year expiration date of the credit card. An example of the format is 12/05.
Non-Smoking -or- Smoking: Select your preference for either a non-smoking or a smoking room. This field is optional and is considered “request only.”
Special Requests: Once the form is complete, click on the "Send Form" button. Either a single reservation or a list of reservations that meet the search criteria will display. If you wish to cancel a reservation, click on the "Cancel This Reservation" link. The reservation cancellation request will be transmitted to the hotel for immediate processing. A reply is normally received within 7 seconds. Also, a confirmation of your canceled reservation will be sent to your email address. If you wish to re-send a reservation confirmation to the original email address, click on the "Send Details via e-mail" link. If you do not wish to cancel the reservation, simply select an item from the jumpbar, or use your browser's page back function to return to a previous page, or exit your web browser.

If your reservation has been confirmed, a notification will be displayed on your screen, and a copy will be sent to your email address.

Making Multiple Room Reservations
For the security of the hotels, the online reservation system only allows one reservation (for up to four rooms) per hotel per credit card per day. To make more than one reservation at a hotel in a single day, please contact our Travel Reservations Center to speak with a reservationist. The Travel Reservations Center is able to confirm up to 8 rooms. If you require 9 or more rooms, please contact the hotel directly.



To Review or Cancel An Existing Reservation


To review or cancel an existing hotel reservation booked on the Internet, click on the "Review or Cancel a Reservation" link below. The "Review or Cancel Hotel Reservations" form will appear. The first step is to retrieve a reservation. You have two ways to do this, by Name and Credit Card or by Name, Confirmation Number, and hotel chain.

First Name: First name of the guest
Last Name: Last name, or surname, of the guest
Confirmation Number: The confirmation number returned by the hotel during the reservations process. Once the form is complete, click on the "Send Form" button. Either a single reservation or a list of reservations that meet the search criteria will display. If you wish to cancel a reservation, click on the "Cancel This Reservation" link. The reservation cancellation request will be transmitted to the hotel for immediate processing. A reply is normally received within 7 seconds. Also, a confirmation of your canceled reservation will be sent to your email address. If you wish to re-send a reservation confirmation to the original email address, click on the "Send Details via e-mail" link. If you do not wish to cancel the reservation, simply select an item from the jumpbar, or use your browser's page back function to return to a previous page, or exit your web browser.

Review or Cancel a Reservation



Security Information and Guidelines


Due to the open and accessible nature of the Internet, guidelines have been established on the number and type of transactions an individual may attempt. These guidelines are listed below

One Booking per Credit Card per Hotel per Day: This means that a customer may confirm one booking per credit card per hotel per day. Reservations may be made at different hotels on the same day using the same credit card.
Email Information: Sensitive information such as Credit Card Numbers and Expiration Dates will not be sent through the email system. All sensitive information will be encrypted utilizing your browser's secured functions.
Security: All reservations and forms used to retrieve reservations send information in an encrypted format.

Travel Reservations Center Customer Service
U.K. 00800 844 70670
24 HRS
U.S. 1 866 844 7067



Frequently Asked Questions


What happens when I make a reservation?
Entering your credit card information and hitting the submit button will result in a new screen showing a confirmation or reference number which should be used for any further correspondence with the travel reservation center. Additionally, all reservations will be followed up with an email using the same confirmation or reference number. Please make sure that you only press the submit button once, as pressing it more than once may result in multiple bookings or reservations errors.

Will my credit card be charged when I book my reservation?
This varies with the type of rate selected and the hotel selected. All Hot Rate reservations are charged at time of booking, as are any service fees noted in the rates and policies section of the site. For additional information, please refer to your hotel's individual deposit policy.

Are taxes included in the rate?
Most rates do not include taxes.

What if I need a specific room (non smoking, handicapped etc..)?
Please enter your request in the request field of the reservation form. We will submit your request to the hotel and the hotel staff will do their best to accommodate these requests, however we cannot guarantee that your requests will be granted because they are subject to availability upon arrival.

Is the room per person or per night?
Rates are quoted per room on a nightly basis unless otherwise specified. Additional people, children, rollaway beds and other items may be subject to additional charges.

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. If you do not see the rate you are looking for it may not be available for your dates of stay or through this site.

How do I know if I qualify for a specific rate?
Rates displayed may include but are not limited to government, corporate, senior and AAA discounts. You may be required to present special documentation at check-in to confirm you are qualified to receive that rate. Please refer to the rate description for information regarding ID or membership requirements. You will not receive these special rates at check-in without the proper identification, even if you have selected the special rates online.

Can I use special coupons from the hotel?
Currently we cannot accept special hotel coupons towards your reservation.

What if there will be more than 2 adults in the room?
Most hotels allow additional guests to stay in the rooms at a charge (usually between $10-$20 per extra person per night) provided the bedding in the room can accommodate extra persons. Most hotels do have a limit on how many people may stay in a room type so please make sure that the room you are viewing can accommodate your party before confirming your reservation. If you book a room that cannot accommodate your party size, the hotel may cancel your reservation or require that you book additional rooms. Please note that the Travel Reservations Center can not be held responsible if you book a room type that cannot accommodate your party size.

Our children will be traveling with us – do they stay free?
Usually in the US children under 12 years of age stay for free in their parents room using the existing bedding, in most other countries only children under 3 stay free. The age requirements differ depending on the specific hotels policies and may sometimes be viewed in the hotel information. When not listed, please contact customer care for assistance.

I entered more than 2 adults – how come there are only double rooms showing available?
The site will show current availability at the selected hotel. If the room types displayed do not match your request it is because the hotel does not have availability for that room type. Our system does not have the ability to pre-select the room type based on the number of travelers so you must make sure that the room you are reserving can accommodate your party before confirming. If you book a room that cannot accommodate your party size the hotel may cancel the reservation or require that you book additional rooms. Please note that the Travel Reservations Center can not be held responsible if you book a room type that cannot accommodate your party size.

Are rollaway beds available?
Most hotels offer rollaway beds and cribs for an additional charge (usually $5-$10 per night). Some may have restrictions on what room types will allow rollaway beds. Please include your request in the request section of the reservation page.

What are the 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 in to a room. Please contact our Customer Care Center or the hotel directly.

What is the hotel check-in time?
Hotel check-in time is normally any time after 3PM.

Will the hotel hold my room if I am arriving late?

Because your reservation is guaranteed with a credit card the hotel is obligated to hold your room until 7Am the day after arrival.

What if I need early arrival?
Early arrival is a request that you should note in the request section of the reservations page. As with any request w will submit your request to the hotel and the hotel staff will do their best to accommodate these requests, however we cannot guarantee that your requests will be granted because they are subject to availability upon arrival.

What if I do not receive a confirmation at the time of booking or a blank screen comes up?
If you do not receive a confirmation at time of booking please wait a few moments and check your email as you may have received the confirmation via email. If you do not show this in your email please contact a customer care representative.

How do I view my room reservation after it is made?
From the website home page, click the "Review Reservation" link and enter your first name, last name and either your confirmation number or the last four digits of the credit card used to make the reservation. Please note the name must be entered exactly as it was entered on your reservation. If you are still unable to access your reservation, please contact our Customer Care Center.

What if I do not receive my email confirmation?
If you do not receive an email after making a reservation, it may be that we have the incorrect email address or your ISP may have blocked the email. Please contact our Customer Care Center and we will re-send the confirmation by email.

How long will it take for the hotel to show my reservation?
The time it takes for a hotel will vary by specific hotel and arrival date. In most cases the hotel should receive the reservation within an hour from booking (except for nights and weekends when the hotel reservation department is closed) There are certain reservations that are booked out of an allotment and while your room is guaranteed, the hotel will not have your name on the reservation until approximately one week prior to arrival.

What if I arrive at the hotel and they do not show my reservation?
All reservations are confirmed with the hotel or its management company. If you arrive at the hotel, and they do not show the reservation, please call our Customer Care Center at 888-270-2849 immediately, and we will advise the hotel on locating the reservation.

What if the hotel says the rate is not correct?
If the hotel informs you that the rate is higher than the one you have been confirmed, please check any extra person charge notations on your confirmation. This is often the leading cause of a rate difference. If you do not have extra persons in your party, please contact our Customer Care Center for further assistance.

I received a confirmation but I am now being told the hotel is sold out – what do I do?
If you have a pre-paid reservation and the hotel is sold out we will make every attempt to find a similar alternative to re-accommodate your reservation, or you will be issued a full refund. If you do not have a pre-paid reservation, it is the hotel's responsibility to help re-accommodate your reservation at a nearby property.

What do I do if I need to change my reservation?
If you need to modify your reservation, please contact our Customer Care Center for assistance. Please note that you may be required to cancel your original reservation and rebook for the new dates. However, we suggest you first check availability for the new desired dates in order to avoid any disappointment from canceling your first booking if the new dates are not available. Cancellation fees will still apply, as the first reservation is considered "cancelled," but credit will be given for unused room nights, if applicable per the cancellation penalty.

What is the cancellation policy? Will my credit card be charged if I do not cancel my reservation(s)?
Cancellation policies vary from hotel to hotel but are implemented by hotels to avoid holding a room available for a guest who will not use it. If you do not cancel your reservation within the allotted cancellation period, the hotel will charge a penalty (usually one night's room charge plus tax) to the credit card given to reserve the room. Please be sure to review the cancellation policy for your hotel carefully during the booking process. If you have questions about the cancellation policy for your particular hotel reservation, please contact our Customer Care Center for assistance.

My cancellation policy reads "Cancel 24 hours prior to arrival" and I plan on checking in at 11PM. Can I cancel my reservation by 11PM on the day before my arrival?
Cancellation policies are related to the hotel check-in time, not your projected arrival time. If your hotel cancellation policy indicates a 24, 48 or 72 hour cancellation policy, it means you must cancel by 4PM local hotel time of the date in question.

How do I cancel my reservation?
Reservations may be canceled online. Please follow the instructions on how to review your reservation online. You may also contact our Customer Care Center to cancel reservations. It is your responsibility to obtain a cancellation number for your reservation. If you are unable to reach our Customer Care Center, you may call the hotel directly to obtain your cancellation number and then contact our Customer Care Center as soon as possible after obtaining it from the hotel.

Where can I get directions to the hotel, shuttle information etc..?
This information is often listed on the hotel information page. If it is not listed on the website, please contact the hotel directly.

What is a service fee?
A service fee may be added to your reservation for use of the services of the website. Service fees are charged at the time of booking. Please refer to the rates and policies section for individual service fee information.

What is a Hot Rate?
Whenever you see a Hot Rate icon, you are assured that the site has negotiated a special rate with the hotel. Our Hot Rate program offers special rates that will save you up to 70% off retail rates at thousands of brand name and quality independent hotels. When you book through the Hot Rate program, you can be confident you are getting a great deal.

What is a pre-paid reservation and why are Hot Rates pre-paid?
Pre-payment from guests allows hotels to extend their deepest discounts. The hotel room is charged to your credit card at the time of the booking. Hotels typically collect payment information separately for incidentals such as meals, movies, parking and phone calls. Cancellation terms and fees apply to pre-paid bookings. Prepaying your hotel room assures the deep discount rate is "locked in" and paid, so you will not be subject to room rate increases.

How does the hotel know I have already paid for my room?
After you confirm your reservation, you will receive a pre-paid voucher via email. Simply print this voucher and present to the hotel upon check-in.

What if I find a lower price after booking a Hot Rate?
If you find a lower price on anther website within 24 hours of purchasing a Hot Rate reservation we will cancel the reservation and waive all penalties provided that the reservation does not fall within the hotels cancellation penalty period.

How can I book more than one Hot Rate room at a time?
At the present time, you can only book one Hot Rate room at a time.

What if I need to change my Hot Rate reservation?
Please keep in mind that any changes to or cancellations of a pre-paid Hot Rate other than the addition of more nights will incur a $25 penalty fee. Changes to a Hot Rate reservation may require cancellation of the original reservation and rebooking at the current available rate.

What is the refund policy on Hot Rates?
All changes or cancellations prior to arrival are subject to a $25 processing fee. Reservations changed or cancelled inside the hotels cancellation period will incur an additional charge of one night's room rate plus tax.

If I check out early on a Hot Rate reservation, can I obtain a refund for the nights I did not stay?
Upon arrival and check-in at a hotel, you are responsible for consuming the entire length of stay. No refunds or credits will be issued for any nights reserved but not consumed.

How can I obtain a receipt for my hotel room?
Your voucher is your receipt. Please retain a copy of the voucher for your records. If you need another copy of your voucher, please contact our Customer Care Center and we can re-send the voucher via email.


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