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FAQ: 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.


Will I get the same rate if I change a reservation?

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 Reservations in the top navigation bar. Follow the steps to retrieve your reservation, and then click Cancel. Be sure to retain your cancellation number for your records. You can also cancel your reservation by calling 888-625-5144 in the U.S. and Canada. Guests in other locations can find the appropriate phone number in the Worldwide Reservations section.


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. You can find the cancellation policy on the page where you select your room at the hotel you’ve chosen, under the Terms & Details link.


What is a guaranteed reservation?

If your reservation is guaranteed, it means that you have provided credit card information or another 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 reservation information?

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


How can I find out if my company or organization 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. Select “Government Employee” on the reservations request screen to book these rates.


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 – simply use the “Special Requests” field on the page where you enter your personal information and credit card. The hotel will do its best to meet your requests, but requests cannot be guaranteed until check in. Any requests will be honored 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.


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

The Help 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’s Overview page. If a hotel has direct email 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’s Local Area page.


Can I earn frequent flyer mileage for my stay at a Starwood hotel?

Yes. As a Starwood Preferred Guest® member, you benefit from an exchange rate of 1 Starpoint® to 1 airline mile on most major airline carriers. You may choose to receive credit for your stay in either your frequent flyer account or your Starwood Preferred Guest account. However, you may not receive both Starpoints credit and frequent flyer credit for the same stay.


Can I get airline frequent flyer miles after my stay?

Yes, if you have a Starpoints-eligible stay and have the Airline Direct Deposit option attached to your Starwood Preferred Guest account.

To receive airline frequent flyer miles after your stay, make sure you have a Starwood Preferred Guest membership with the Airline Direct Deposit option. You may visit www.spg.com/moremiles to set up your Airline Direct Deposit option on your account if needed. If your stay is eligible for Starpoint credit, it can be posted to your account and then automatically transferred to the airline frequent travel program designated on your Starwood Preferred Guest account. Please refer to missing stay credits for Starwood Preferred Guest accounts to process this request.