FAQs: Rates & Reservations

How do I reserve a room online?

It's quick and easy. First, search for your desired hotel from our "Find Rooms & Rates" area on the home page. You will be prompted to enter your dates of travel, after which you will see a list of room types and rates to choose from. Your reservation can be completed in a few simple steps.


Do I have to become a Registered Online Customer to make a reservation online?

No. While making a reservation, you have the opportunity to become a Registered Online Customer, but it is not required. However, when you become a Registered Online Customer, we're able to make it faster and easier for you to book a room online. You'll be able to reserve rooms, track your reservations and access your account from any Starwood Web site - without having to re-enter your information.


If I change a reservation, will I still get the same rate?

The personal and credit card information used to reserve a room can be modified with no change in room rate. However, if you wish to change any other aspect of your reservation - such as dates or room features - you must cancel your previous reservation, then make a new reservation that meets your new criteria. Therefore, the original room rate you were quoted is not guaranteed since the new room rate depends on what is available on the date that you rebook.


How do I cancel a reservation?

To cancel a reservation online, click "Check Reservations" in the global navigation bar. Retrieve your reservation, then click "Cancel." Retain your cancellation number for your records. You can also cancel your reservation by calling 888-625-5144 in the U.S. and Canada. All other countries, see Worldwide Reservations Offices.


Will my credit card be charged if I forget to cancel my reservation and don't stay in the room I reserved?

Yes. Reservations are automatically guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy outlined by the particular hotel.


What is a guaranteed reservation?

If your reservation is guaranteed, it means that you have provided credit card information or other form of payment at the time you made your reservation and that the hotel will hold your room until check-out time the day following your scheduled arrival. In the event you do not check-in, the hotel will charge your credit card per the rules of the rate you reserved. However, because hotels experience no-shows, they may on occasion overbook. In the event that more guests arrive than can be accommodated and the hotel is unable to hold a room for you, the hotel will attempt to accommodate you, at its expense, at a comparable hotel in the area for the oversold night(s), and pay for transportation to the alternative accommodations and a telephone call.


What is a fully prepaid, non-changeable, non-refundable reservation?

A reservation that must be paid for in its entirety at time of booking, that cannot be changed by the guest or cancelled without a penalty as described in the rules of the rate reserved.


How long do you retain my reservations information?

For your convenience, we retain your reservations information for 30 months.


How can I find out if my company or organisation has a corporate rate with Starwood?

To find out if your company has a Global Preference (GP), Starwood Executive Traveler (SET), SET Preferred or Europe Preferred account with us, contact your company's travel services, human resources or finance department. In some cases, companies arrange a special corporate rate with a particular hotel. Therefore, you may need to call the hotel directly to make reservations.


Can I reserve my company's corporate rates online?

Yes, in most cases. If your company has a Global Preference (GP), Starwood Executive Traveler (SET), SET Preferred or Europe Preferred account with us, simply include the account number in the "SET or corporate account number" field on the reservations request screen. This will ensure that you receive the appropriate GP/SET rates.

However, if your company has negotiated rates with a particular hotel, you will still need to make reservations by phone, since locally contracted rates are not always loaded in the central reservations system for online booking.


Can I book Airline Hotel Certificate, Travel Agent and Group Rates online?

Unfortunately, at the present time you cannot confirm reservations online using hotel certificates (for example, United Mileage Plus), travel agent discounts or group rates. Please contact your nearest Worldwide Reservations Office or the hotel directly to confirm these rates.


Can I book Government Rates online?

Yes. Government rates can be booked online for Government employees on individual (non-group) government business-related travel. The eligible employees are U.S. Federal and State employees, National Government employees, active military personnel, Amtrak employees and Canadian Provincial employees. You will be required to provide the appropriate identification at check in. Please note that only one room can be booked per government employee.


Can I book special room preferences - such as connecting rooms or early check in - online?

Yes. You can ask for connecting rooms, early check in and other special requests when booking your reservation online. The hotel will do its best to meet your requests, but requests cannot be guaranteed until check in. Any requests will be honoured based upon availability at the time of your stay.


Can I reserve more than one room at a time?

Yes. You can reserve up to nine rooms at once, as long as they are all the same room type. If you need multiple room types, please call 888-625-5144 in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations Offices.


Can I reserve different types of rooms under the same reservation?

At this time, our system cannot reserve different types of rooms under the same reservation, but we expect to offer this option in the future. If you would like to book multiple room types, please call 888-625-5144 in the U.S. or Canada for assistance with your reservation. All other countries, see Worldwide Reservations Offices.


What are Internet-only rates, and what are the cancellation and deposit policies for these?

There are three kinds of Internet-only rates you can enjoy when staying at Starwood Hotels & Resorts:

Hot Rates, booked via the Internet only, provide a 10%-20% discount off the best available rate. The rate plan I.D.s for these rate are WEB1, WEB2, WEB3, WEBWKND1, WEBWKND1, WEBWKND2, and WEBWKND3. These are fully pre-paid, nonrefundable rates.

Hot Deals, booked via the Internet only, are value-added rates with an amenity. The rate plan I.D. is HOTDEALS. These rates do not require prepayment.

Last Minute Weekend Rates are also booked via the Internet only. This "weekend only" rate provides a 35% discount off the WKND1 rate. The rate plan I.D. for this promotion is WEBLAST.


How can I find the 800 or toll free number for reservations in my area?

The Contact Us area of our Web site contains a complete listing of all our Worldwide Reservations Offices around the globe.


How can I find contact information for individual hotels?

The address, phone and fax numbers are listed at the top of each Hotel Overview page. If a hotel has direct e-mail access, you will find that address there as well.


Where can I find maps and driving directions to the hotel?

A link to maps and driving directions can be found on the left side of each Hotel Overview page.