Making an Online Reservation
General Information
USTINET Travel Cneter offers interactive, real-time access to room and
rate availability, enabling you to book the best rates
instantaneously 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 hypertext phrase or word 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.
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Check Hotel Availability and Rates
To check availability and rates, click on the "Check
Instantly 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.
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Making a Hotel Reservation
Once the hotel returns the rates available for the time
period you have requested, you may scroll 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 Internet 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 Email address for the guest. A confirmed notification
of the reservation will be sent to this Email address. If the
reservation is subsequently canceled, a cancellation
notification will also be forwarded to this Email address. For
security purposes, any notifications sent to Email 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 12/99.
Non-Smoking -or- Smoking:
Select your preference for either a non-smoking or a
smoking room. This field is optional.
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 jump bar, 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 sent to your Email address.
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Review/Change/Cancel a Reservation
To review or cancel an existing hotel reservation booked on the
Internet, click on the "View/Change/Cancel
Reservations" link.
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 jump bar, or use
your browser's page back function to return to a previous page,
or exit your web browser.
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Security Information and Guidelines
Due to the openness and accessibility 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.
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Multiple Room Reservations
For the safety of the hotels, the online reservation system only
allows one reservation (for up to 4 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 and speak to a reservationist who can
make all the reservations for you.
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Customer Service
Travel Reservations Center
- Reservations Center Hours: Open 24 Hours a Day, 7 Days a
Week
Customer Service is available Monday through Friday, 9 AM
through 5:30 PM, EST (Add 5 Hours to Times for GMT)
- TOLL FREE 1-888-254-0637, USA and Canada
- +1 972-894-1181, International. Give Promo Code 4672 when
calling.
- +1 972-894-1221, Fax
Or, send email to wctravel@ustinet.com
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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 hit the submit button once as hitting 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 on 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 hotels
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 requirements. Please do
not expect to receive these rates at check in without the proper
identification even if you have selected it 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 Reservation center
will not be 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
Reservation center will not be 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 into a room. Please inquire with a customer care agent
or with the hotel directly.
What is the hotel check in time?
Hotel check in time is usually 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 fist name, last name and either your confirmation
number or the last 4 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, fax or regular post.
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 of our reservations are confirmed with the hotel or its
management company so if you arrive at a hotel and they do not
show the reservation please call our Customer Care Center at
888-245-0637 immediately and we will advise the hotel on where
to find the reservation.
What if the hotel says the rate is not correct?
If the hotel is telling you that your rate is higher than you
are confirmed please check any extra person charge notations on
your confirmation, most times this will explain the rate
difference. If you do not have extra persons please contact our
customer care center for additional 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
hotels responsibility to help re-accommodate your reservation to
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, 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 a cancellation policy – will my credit card be
charged if I do not cancel my reservations?
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 1 night room and 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 cancel policy
lists 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 on line. You may
also contact our customer care center to cancel reservations. It
is your responsibility to obtain a cancellation # for your
reservation. If you are unable to reach our customer care
center, you may call the hotel directly to obtain your
cancellation # and then contact customer care as soon as
possible after obtaining the number from the hotel.
Where can I get directions to the hotel, shuttle
information etc..?
Many times this information is listed in the information page on
the hotel. If it is not listed on the web site, 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 prepaid 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 this time you can only book 1 Hot Rate room at a time.
What if I need to change my Hot Rate reservation?
Please keep in mind that any changes 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 1
night room and 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
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 your
voucher for your records. If need an additional copy of your
voucher please contact our customer care center and we can
re-send the voucher via email.
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