Your questions, answered.

Check out our most frequently asked questions below.
If you can’t find the answers you need, reach out to us at [email protected]


We’re glad you asked! Hotels want to reach business travellers,  and companies with travelling workforces want the best rates they can get. Our platform brings everyone together to radically simplify trip management and give everyone exactly what they want.

Before, this type of lodging relationship was only possible for large and enterprise companies who had negotiating power and could afford expensive travel management software. However, by bringing multiple businesses together to form a collective, Hotel Engine can negotiate the same great rates the Fortune 500 guys get.

And, even better: because the properties are willing to give us a cut to be part of the network, we can keep it free for our business customers to use.

No contracts. No minimums. No catch.

We’re thrilled you’re ready to start saving time and money on trip management. To register your business for a Hotel Engine account, sign up here to give us a little information about you and your company so we can get you set up.

A Hotel Engine team member will follow up with you within one business day to confirm your new account.

In order to provide the deeply discounted rates we have from our lodging partners, Hotel Engine is a private, members-only platform. That means you’ll need to have a verified business email address to obtain an account, or be referred by a member.

If your workplace registers as a member, they can invite you to join their account, at which point you can book individual business travel. You’ll also have the option to create a personal account, which you can use to book lodging for personal trips with the same exclusive hotel rates.

We want our members to have plenty of options when booking lodging, and we currently have 700,000+ properties available on our platform. Hotel Engine offers rooms at many major hotel chains, and we are constantly adding new properties to our corporate travel programme. 

We’re in the business of radically simplifying trip management for everyone — so great hotel rates should be accessible to everyone. 

That’s why Hotel Engine is free to join and use — no contracts, no minimums, no catch.

We always want to keep the booking process as simple and straightforward as possible for our members — so we show all the known taxes and fees for each reservation at checkout.

When you request a change or cancellation, there may be associated fees at the discretion of the individual property — but Hotel Engine will not charge you for a booking cancellation if it falls within the property’s cancellation policy.


Individual property policies are displayed during the booking process. You can also find cancellation policy information in the “Important Information” section of your confirmation page.


If your business needs to keep travel plans flexible, consider opting into Flex.

When you select the Flex option at booking, you can:

  • Cancel any reservation up until noon on the day of check-in
  • Cut a trip short mid-stay
  • Get credited for any unused nights, regardless of the hotel’s cancellation policy


If you’re within the property’s cancellation policy or if you added on Flex coverage to your reservation, you can cancel your booking with a few clicks and get funds back.

  • Sign into the Hotel Engine website or mobile app and click on the Trips tab.
  • Open your Upcoming trips and select the reservation you wish to cancel.
  • Click Cancel Reservation.


If you’re within the property’s cancellation policy, you’ll get refunded to your original form of payment. Flex cancellations will be refunded in the form of travel credit.

You cannot edit or add rooms to reservations. If you need additional rooms, simply book a new reservation at the same property.

If this is for a large group booking and you’ve been working with Project Services, reach out to your dedicated account manager and they’ll be able to assist you.

We get it: plans change! If you need to modify an upcoming reservation, there are two places on the site you can request the change:

  • On your existing itinerary, scroll to Modify This Reservation or,
  • From the Upcoming trips tab, click the ellipses on the right side of the reservation and click Modify This Reservation.


You can change guest information, alter dates and add special requests. Hotel Engine will contact the property on your behalf to make the request and we will contact you with the status within one business day.

Our rates are based on double occupancy and your room is guaranteed to sleep up to two people — but additional adult guests may incur additional charges based on the property’s policies.  If you wish to add more people to your reservation, we suggest calling the property directly to make sure you are within their policy guidelines.

Our Member Support team is here for you through every step of your journey, from booking to check-in and beyond. Chat, call, or email our support team anytime you have questions or need help — they’re available 24/7.


Visit our Contact Us page for more information or to reach out.

You can start saving on lodging instantly once your account is approved, and you can set up your entire travel programme within 15 minutes.


(Setup time may vary depending on the size of your organisation and the number of restrictions you assign to users.)

If you forgot your password, visit here, click Forgot Password, and enter your account email. We will send you an email with instructions to reset your password.


If you know your password and would simply like to change it, you can do so from our website or mobile app using the following steps.


From the web:

  • Log into your account
  • Click the button in the top-right corner of the screen (the one with your initials) and select My Settings from the drop-down menu.
  • You can change your password by clicking Change Password under the My Profile section.


From the mobile app:

  • Log into your account
  • Tap the Settings button in the bottom right of your screen
  • Tap Password & Security under User Settings
  • Select Change Password and follow the prompts.

We know how important it is to have transparency into your travellers’ itineraries and schedules, so you’ll always receive an email confirmation of your travellers’ trips — as long as they have designated you as a travel arranger. The traveller will also receive the itinerary.

Member Support FAQ

Our Member Support team can help you navigate a variety of issues, including:
  • Credit card declines
  • Missing reservations
  • Issues with check-in
  • Early departures*
  • Cancelling reservations*
  • Double charges
  • Changes to room types*
  • Trip extensions*
  • Early departures on non-refundable rates cannot be refunded. Prior to leaving your room early or contacting Hotel Engine, you’ll need to check out at the front desk.
  • We cannot guarantee refunds on unused nights for non-refundable reservations. This is solely up to the property.
  • The room types on your reservation cannot be changed. However, our Member Support team can help to create a new updated reservation for any room changes, including trip extensions.

We’re dedicated to resolving any issues you experience as quickly as possible.


For immediate help, reach out to Member Support via chat or phone (at UK +448000668697 | Ireland +3531800189189) — we’ll respond right away.


Email requests will be prioritised based on urgency:

  • Guests at the property’s front desk (response within 30 minutes)
  • Same-day requests (response within 6 hours)
  • Past-dated requests (response within 24 hours)
  • Future requests (response within 24 hours)

Absolutely. Connect with Member Support 24/7 via chat, phone or by emailing [email protected].


Our UK number is +448000668697, for Ireland +3531800189189.

Reservations are not guaranteed on non-refundable reservations, unfortunately; it’s at the discretion of the individual hotel property. Adding Flex coverage at booking is the only way to guarantee that you’ll get credited for changes to non-refundable reservations. 

Prior to leaving your room early or contacting Hotel Engine, you’ll need to check out at the front desk. Please note that early departures on non-refundable rates cannot be refunded; the only way to guarantee that you’ll get credited for changes to non-refundable reservations is to add Flex coverage when you book. 

When possible, Member Support will help you extend your reservation. However, some reservation types can’t be extended, often because the hotel is oversold or the property has a policy that prevents it. For these types of reservations, our Member Support team can help create a new reservation so you can extend your trip.

The Member Support team is happy to contact the property about name changes; however, granting name changes is solely up to the discretion of the property.