Customer Support & Frequently Asked Questions

Support & FAQ

We love your questions. Here, you’ll find some of our favorites and their respective answers. Begin searching by selecting from the categories below.

Billing & Payments

Hotel Information



Frequently Asked Questions

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We love your questions. Here, you’ll find some of our favorites and their respective answers. Begin searching by typing in the search bar or selecting from the categories below.

How May We Help?

These things do happen. That's why many of our hotels can provide replacement invoices (or folios) for Hello Rewards members through To see your invoice, please login at the top right of the page and click folios.

If what you’re looking for isn’t available online, please contact the hotel directly.

Easy peasy. If you have a reservation, everything is made clear on your confirmation email or by managing your reservation on

If you haven’t reserved yet, no problem. Go ahead and review the specific deposit policies during the booking process.

You can make a reservation at Each reservation is subject to the terms and conditions stated in the policy listed which includes prepaid reservations.

An excellent question, to which there are several answers.

Most questions related to your existing reservation(s) can be answered through the manage reservation function on To review the cancellation policy, no-show policy or any other fees associated with your stay, please review the details on the reservation confirmation page.

If you have not completed your reservation yet, the cancellation policy is displayed during the checkout process as the policy can vary based on the hotel and the rate being booked. Guests with a reservation who do not cancel within the cancellation window defined during the reservation process and in the reservation confirmation email will be charged a no-show fee.

For questions regarding your folio (invoice) that cannot be answered through, please contact the property directly.

There’s always someone around to help.

All billing related to your stay is handled independently by the hotels.

As a service to our Hello Rewards members, many of our midscale and upscale properties provide access to folios (invoices) through the website.

For other requests, please contact your hotel directly.

That’s an excellent question to ask. Our hotels accept all major credit cards, including Visa, Mastercard, and American Express.

Have concerns? In that case, we recommend contacting the hotel directly.

Simply Rewarding

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