How does Hotel Engine work?

We’re glad you asked! Hotels want to reach business travelers, and companies with traveling 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.

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% cheaper than consumer sites. That’s why we can keep Hotel Engine free to join and use.

How can I register my business?

We’re thrilled you’re ready to start saving time and money on business lodging management. To register your business for a Hotel Engine account, sign up here to give us a little information about you and your company. Then, we’ll take it from there and get you set up. A Hotel Engine team member will follow up with you within one business day to confirm your new account.

Can I register as an individual traveler?

In order to provide the deeply discounted rates we have from our lodging partners, Hotel Engine is a private, members-only platform, so you must have a legitimate 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.

Which hotel chains can I book on Hotel Engine?

We want our members to have plenty of options when booking lodging, and we currently have 750,000+ 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 program.

Can I earn rewards points for other hotel brands when I book through Hotel Engine?

Yes, our platform allows you to enter your loyalty information so you can accrue points from 15+ top hotel loyalty programs on select stays, all while continuing to earn Hotel Engine Rewards on every booking. Just look for the purple loyalty icon along with the corresponding loyalty program, or filter by hotel loyalty eligibility when searching for a stay.

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 contracts, no minimums, no catch.

Click here to learn more.

Can I book outside of the United States and Canada?

Yes, you absolutely can! We offer exclusive rates at properties of all types — from budget-friendly inns and popular hotel brands to luxury retreats — in over 185 countries worldwide.

Do I have to pay for the room immediately?

We offer our members two ways to pay for their reservations — pay-as-you-go and Direct Bill. If you’re not enrolled in our Direct Bill program (approval required), you will need to pay for the room upon booking. To learn more about enrolling in Direct Bill, please contact your Hotel Engine Account Manager directly or our Sales team at 720-999-9349.

Do your totals include taxes and fees?

We always want to keep the booking process as simple and straightforward as possible for our members, so Hotel Engine shows all known taxes and fees upon checkout for each reservation.

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, select the Flex option at booking. 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.

How do I cancel my reservation?

If you’re within the property’s cancellation policy, or if you added on Flex coverage, you can cancel your reservation with a few clicks and get funds back. Sign into Hotel Engine and click on the Trips tab. Open your Upcoming trips, select the reservation you wish to cancel, and 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.

Can I add rooms to my reservation?

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

How do I modify my reservation?

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.

Why can’t I add more than two people to a room?

Our rates are based on double occupancy and your room is guaranteed to sleep up to two people. 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.

Who should I contact if I have an issue with my reservation?

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 US-based 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.

How long will it take to set up my travel program?

You can start saving on lodging instantly once you’re approved, and you can set up your entire travel program within 15 minutes. (Setup time may vary depending on the size of your organization and the number of restrictions you assign to users.)

How do I change my password?

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.
As a travel manager, will I automatically receive an email confirmation of the traveler’s trip?

We know that it is important as a travel manager to have transparency into your travelers’ itineraries and schedules. You will always receive an email confirmation of your travelers’ trips as long as they have designated you as an arranger. The traveler will also receive the itinerary.

Member Support FAQ

What types of issues does the Member Support team at Hotel Engine handle?

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.

How quickly will I hear back from Member Support if I have an issue?

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 855-567-4683) — we’ll respond right away.

Email requests will be prioritized 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)
Can I contact the Member Support team directly?

Absolutely. Connect with Member Support 24/7 via chat, phone (our number is 866-567-4683) or by emailing [email protected].

Can the Member Support team help me cancel my non-refundable reservation?

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

What should I do if I want to check out of my hotel early?

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 reservations cannot be refunded; the only way to guarantee that you’ll get credited for changes to non-refundable reservations is to add Flex coverage at booking.

Can I ask the Member Support team to extend my reservation?

When possible, Member Support can help you extend your reservation. However, some reservation types cannot be extended 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.

Can I change my name or room type in a reservation I’ve already booked?

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