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Help

• How can I contact Customer Service?
• How do I change or cancel my reservation?
• Are there any penalties for canceling or changing a reservation?
• What is the nature of a charge on my credit card?
• How do I get my room deposit refunded?
• How do I get detailed information about a property or read their terms and condtions?
• Are the rates listed online the same rates quoted if you call the Call Center?
• How do I know that I have a reservation?
• When can I expect to receive my official hotel confirmation number?
• How do you protect my privacy?

How can I contact Customer Service?

You may call us at 1-800-213-6142. Customer Service agents are available Monday-Friday 6:00 a.m-11:00 p.m, Saturday 7:00 a.m-10:00 p.m, and Sunday 8:00 a.m-9:00 p.m. Please note, all times are Pacific Standard Time (PST).

How do I change or cancel my reservation?

To cancel your reservation online visit our order lookup page. After providing your AON number and some verification data, you can view your order and cancel your hotel reservation. Alternatively, you may call us at 1-800-213-6142 to cancel with a customer support representative. When calling, please have your confirmation number that begins with "AON", the name the reservation was placed under, and the original credit card number billed. Changes to your reservation may only be made through our customer support call center at the number listed above.

Are there any penalties for canceling or changing a reservation?

Please refer to the hotel's cancellation policy, as well as the specific terms and conditions applicable to your reservation.

However, in general, you must cancel at least 72 hours prior to arrival or be charged the first night's room and tax. In addition, the room deposit is nonrefundable and there is a $25 cancellation fee imposed for pre-paid bookings.

What is the nature of a charge on my credit card?

The charges you will see on your credit card statement are either a full, one time hotel stay payment or a room deposit. In the case of room deposits, the hotel will ask for payment upon checkout.

How do I get my room deposit refunded?

As outlined when reservations are made, room deposits are nonrefundable.

How do I get detailed information about a property or read their terms and condtions?

When you see a list of hotels, either click on the hotel name or on the “more info” link. If you require additional information, please contact the hotel directly.

Are the rates listed online the same rates quoted if you call the Call Center?

Yes.

How do I know that I have a reservation?

Immediately upon booking, you should receive a verification email with a web tracking number starting with AON. This is to verify we did receive your reservation and requested a confirmation from the hotel. You will receive the official confirmation number from the hotel within 2 business days.

When can I expect to receive my official hotel confirmation number?

Within 2 business days, via email.