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Frequently asked questions

How does Hotel Engine work?

The Member Support team at Hotel Engine can help with a wide range of issues to ensure a seamless and enjoyable experience for our members. Some common issues we assist with include:

Booking Assistance: Our team can help with everything from booking inquiries and modifications to cancellations and rebooking requests. Whether you need to adjust your travel dates, add special accommodations, or explore alternative hotel options, we're here to help.

Payment and Billing Questions: If you have questions or concerns about your billing statement, payment methods, or charges related to your hotel reservation, our team can provide clarification and assistance to resolve any issues promptly.

Reservation Management: Our team ensures that your reservations are accurate and up-to-date, from troubleshooting issues with reservation confirmations to addressing discrepancies between booking details and hotel accommodations.

Travel Assistance: Whether you encounter difficulties during check-in, require assistance with special requests or preferences at the hotel, or encounter unexpected travel disruptions, our team is available to provide guidance and support to help resolve any issues you may encounter during your trip.

Refunds and Cancellations: If you need to cancel a reservation and request a refund, our team can assist with understanding our refund policy, initiating refund requests, and addressing any concerns or questions you may have throughout the process.

General Inquiries and Support: Our Member Support team is also available to assist with any other inquiries, concerns, or feedback you may have about our platform, services, or your overall experience with Hotel Engine. We strive to provide excellent customer service and ensure that all of your needs are met efficiently and effectively.

How is Hotel Engine free to use?

By providing great value to our hotel partners, we get great rates. That means we can take a small cut of each booking — enough to cover 24/7 Member Support and continually re-invest in new technology — and still offer deals to our members that are up to 60% less than the online public travel sites. That’s why we can keep Hotel Engine free to join and use.

No membership fees, no contracts, and no minimum spend.

Which hotel chains can I book on Hotel Engine?

We want our members to have plenty of options when booking lodging. Our platform currently offers 750,000+ properties worldwide.

You'll find just about every hotel in the U.S. on our platform. If you don't see a specific hotel when you search, it's likely because the hotel is fully booked during your dates. In those rare cases, we'll show you nearby comparable properties with availability during your travel dates.

How much does it cost my company to join Hotel Engine?

We’re in the business of radically simplifying trip management for everyone, and we believe great hotel rates should be accessible to everyone, too.

That’s why Hotel Engine is free to join and use — no membership fees, no contracts, no minimum required spend, no catch.

Click here to learn more about our pricing.

What is the cancellation policy?

Individual hotel properties set their own cancellation policies, which are clearly displayed during the booking process (you’ll see whether the room is refundable, and the last date you can cancel and receive your money back). After booking, you can find cancellation policy information in the “Important Information” section of your confirmation page.

If you need to keep travel plans flexible, there are two great options available.

  1. You can select the Flex option during the booking process. Flex allows you to cancel any reservation up until noon the day of arrival or cut a trip short mid-stay and get refunded — regardless of the hotel’s cancellation policy.
  2. If your company signs up for FlexPro, every traveler is fully covered with our highest degree of flexibility. With an annual plan, FlexPro costs $2,000 ($167/mo) covering everyone in your company. If you want to go month-to-month, Flexpro costs $200 - again, covering everyone in your company.