FAQ

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].

FAQ

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 these parties together in beautiful harmony, giving each side exactly what they want.  

Hotel Engine is totally free to join and 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.

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.

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 be a registered business 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.

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 program. 

Yes, our Hotel Loyalty Program allows you to enter your hotel loyalty program numbers so you can accrue points on select stays, all while continuing to earn HE Reward points on every booking on our platform. Just look for the purple loyalty icon along with the corresponding loyalty program when searching for a stay.

We don’t believe that getting great lodging rates should come at a price, so Hotel Engine is absolutely, 100%, free-to-use — no fees, no contracts, no minimums, no catch. Click here to learn more.

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.

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.

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.

Hotel Engine will not charge you for a cancellation if it falls within the property’s cancellation policy. When you request a change or cancellation, there may be associated fees at the discretion of the individual property. Individual property policies are displayed during the booking process. You can also find the 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, Hotel Engine’s travel assurance program, to protect your bookings from cancellation penalties.

If you’re within the property’s cancellation policy, you can cancel a refundable reservation on hotelengine.com or in the Hotel Engine mobile app:

• Sign into Hotel Engine and click on the “Trips” tab.

• Open your “Upcoming” trips and select the reservation you wish to cancel.

• Click the red “Cancel Reservation” button.

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

We get it, plans change! If you need to modify an existing reservation, there are two places on the site you can request the change. On your 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. 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 24/7 to make sure your stay goes smoothly. If you have any issues with your reservation, please contact our Member Support team at 855-567-4683 or visit our Contact Us page and click “I need support with my account.” If you need to contact us for another reason, please click here and let us know how we can help you.

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.)

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 but would simply like to change it, you can do so by logging in to your account. Click the button in the top-right corner of the screen (the one with your initials on it) and select “My Settings” from the drop-down menu. You can change your password in the “Change Password” section of the “My Profile” tab.

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

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
• Room type changes*

 

*Notes:

 

• Early departures on non-refundable rates cannot be refunded. Prior to leaving your room early or contacting Hotel Engine, you will need to check out at the front desk.

• We cannot guarantee refunds on any non-refundable reservations. This is solely up to the property.

• Room types on a reservation cannot be changed. However, our Member Support team can help to create a new reservation so you can extend your trip. 

We are dedicated to providing timely support to rapidly resolve any issues you experience on your trip. Hotel Engine’s Member Support team will prioritize your case 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)

Yes! You can reach our Member Support team by calling 855-567-4683 or by visiting our Contact Us page and selecting “I need support with my account”. You can also chat with us inside your member portal.

Refunds are not guaranteed on a non-refundable reservation. Refunds on non-refundable reservations are at the discretion of each property.

Early departures on non-refundable rates cannot be refunded. Prior to leaving your room early or contacting Hotel Engine, you will need to check out at the front desk.

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.

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.