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Q: How do I know if my reservation is confirmed?
A: We'll send you an interim confirmation email immediately after
you complete your reservation. Your confirmation email will include
reservation dates, hotel room rate. You will receive a second, follow-up
e-mail with the actual confirmation number issued by the hotel.
Q: How do I cancel a reservation?
A: The easiest way is to cancel or modify a reservaton is online
with our new and improved cancellation interface. Please use the
Customer Service Request Form for either a reservation cancellation
or a reservaion modification. Include your previous reservation
amount along with your questions. Alliance Reservations Network
customer service personnel will contact you within 24 hours to confirm
your cancellation or modification. Please check the hotel's cancellation
policy regarding refunds of reservation and/or deposit amounts.
The policies are clearly detailed and closely followed by Alliance
Reservations Network because of our contractual arrangements with
the hotels. If you'd like to talk with one of our customer service
representatives about your cancellation, please call our toll free
number, 1-800-892-2108 between the hours of 8 a.m. to 10 p.m. Monday-Friday
(CST). 11 a.m. to 6 p.m. Saturday-Sunday. If you are canceling a pre-paid reservation
before the individual hotel cancellation policy forces us to charge
for one-night room and tax, then we will refund 100% of the reservation
less a $20 reservation cancellation fee. Please note that different
hotels have different cut-off dates for cancellation. Failure to
comply with the hotel cutoff date may result in an additional one-night
no-show penalty fee.
Q:What is your low rate guarantee?
A: All hotel reservations booked through Destination-Guides.com
are guaranteed to be the lowest rate available. If you find a lower
rate for the same dates and the same hotel, the process is simple:
Submit our Rate Guarantee Form within 24 hours of booking Destination-Guides.com
will either refund the difference or cancel the reservation without
penalty. * This guarantee may not apply to special events or third
party bookings. Refund amount will be credited to the same credit
card used to make the reservation. Submit Rate Guarantee Form.
Q:What
if I have questions about a previous reservation?
A: Please fill
out a customer service request by clicking the Customer Service
Request Form . Include your previous reservation amount along with
your questions. Alliance Reservations Network customer service personnel
will contact you within 24 hours to answer you questions.
Q:Can I make reservations for someone else?
A: You can make a reservation for someone else using our system.
Just make sure you include that person's name and information
as the guest. You can have a different name and address for the
guest and for the person paying with their credit card.
Q: How can I be sure my credit card information is secure?
A:Destination-Guides.com, via a special agreement with Alliance Reservations
Network, uses secure-socket-layer (SSL) encryption, the standard
encryption on the Internet. This encryption allows our users to
feel confident and secure about supplying their credit card and
personal information. Destination-Guides.com has the utmost respect
for your privacy and security. We never divulge any of your account
information to anyone without your express authorization. The
security features built into Netscape Navigator, Internet Explorer
and AOL 7.0 (Mac and PC), as well as our Server, protect your
Internet communications with: server authentication (thwarting
impostors); privacy using encryption (thwarting eavesdroppers);
and data integrity (thwarting vandals).
Q:What does 'instant confirmation'
mean? A:We work closely with the hotels in our database. Only
those hotels with availability for your requested dates can be
booked through our system. After receiving confirmation on your
credit card amount, Destination-Guides.com issues a confirmation. In
addition, Destination-Guides.com will forward you the actual hotel confirmation
number, usually within 48 hours.
Q:What are the charges for
more than two people in the room?
A: Each hotel / motel has a different policy regarding multiple
guests per room. Our technology allows us to display the appropriate
rate for your room when you select the number of adults that will
be staying in the room.
Q: Can I make the reservation by phone?
A: We would be happy to help you make the reservation by phone.
You can call our toll free number, 1-800-892-2108 between the hours
of 8 a.m. to 10 p.m. Monday-Friday (CST). 11 a.m. to 6 p.m. Saturday-Sunday. One of our
customer service representatives will gladly assist your reservation
needs.
Q: Who can I contact to help me?
A: Hopefully, you'll find
the answer to your questions or concerns by reading through our
most frequently asked questions list. If you don't find the answer
to your question or if you'd like to talk with one of our customer
service representatives please call our toll free number, 1-800-892-2108
between the hours of 8 a.m. to 10 p.m. Monday-Friday (CST). 11 a.m. to 6 p.m.
Saturday-Sunday.
Q: What are the "internet hot deals"?
A: Alliance Reservations
Network works closely with many hotels to provide the lowest available
rates anywhere on the Internet. In most cases, these rates are significantly
lower than other online hotel booking websites. These internet-hot-deals
are always displayed first for any city hotel search and are designated
with a "hot-deals" link.
Q: What are additional fees and taxes?
A: Every city has different rates for taxes. Taxes are computed
on the hotel reservation amount. In some cases there are additional
fees added to your room reservation. These additional fees help
Alliance Reservations Network and their affiliate network offer
the lowest rates on the Internet.
Q: Do you include taxes in the
rates?
A: Taxes are already figured into the final rate displayed
for payment. Click the rate details link if you would like to see
the taxes for each individual day reserved.
Q: How do I register
a complaint or request a refund?
A: You may formally register a
complaint or request a refund by filling out the Customer Service
Request Form. Complaints must be within 60 days of your checkout.
Requests beyond 60 days can not be addressed or replied to.
Q: Is
my credit card number safe?
A:Destination-Guides.com has the utmost
respect for your privacy and security. We never divulge any of your
account information to anyone without your express authorization.
The security features built into Netscape Navigator, Internet Explorer
and AOL 7.0 (Mac and PC), as well as our Server, protect your Internet
communications with: server authentication (thwarting impostors);
privacy using encryption (thwarting eavesdroppers); and data integrity
(thwarting vandals).
Q: Why doesn't Destination-Guides.com accept
my credit card?
A: For your protection, Destination-Guides.com requires
the billing address of the credit card you're using in addition
to the credit card number. Also when you enter your credit card
and billing information, please make sure the address and zip or
postal code are correct.
Q: What am I responsible for in regards
to using this site and its related information?
A: The capability
of this site, and the information accessible, is without any warranty
of its performance, accuracy, completeness, merchantability, good
and workmanlike service or fitness for any particular purpose, and
the user accessing such information agrees to waive any and all
warranties with respect to same. Access to this site and use of
the information contained thereon and/or the use of a credit card
or other debit device or the creation of any liability or obligation
in connection with the access to or use of the site is at the user's
sole risk. By proceeding to access and/or use this site and the
information contained beyond this page, user hereby acknowledges
and agrees to the term of usage set forth herein, assumes all risk
of such usage and hereby waives any and all liabilities and damages
which may arise out of or is in any way connected with user's access
to or use. In the event you do not agree to the above and foregoing
terms of usage, you are not authorized to access or use the information
and you must exit from this site.
Q: Which credit cards may I use?
A:Visa, MasterCard, American Express and Discover.
Q: Will you charge
my credit card before I arrive at the hotel?
A: The Internet Special
Rates, the discounted rates that we’ve negotiated directly with
the property, are all based upon a pre-payment option. For other
reservations, the hotels only require a $5.00 room night deposit
to hold the reservation. You credit card Is not charged for the
$5.00. It is only a ‘hold’ to ensure the credit card is valid.
Q:Why do some searches display properties as Internet Specials?
A: These properties represent special discounted properties available
only at Destination-Guides.com. We negotiate extremely favorable
rates for you and request that you pre-pay for these reservations
at time of booking. Q: Why must I prepay for these special prices?
A: Destination-Guides.com has reserved these rooms in advance at these
very special rates, and we need to be paid in advance so that we
can continue to offer these great rates to our customers.
Q: How can I get a receipt for my stay?
A: Generally you will receive an itemized receipt from the hotel at departure. If you stayed at a
discounted prepaid room you will need to use your confirmation email
as a receipt for the room booked and paid in advance by credit card.
In this case you will only get an itemized receipt for incidental
charges on departure from the hotel.
Q: Why do I see a lower rate
than the rate that I booked?
A: Rates change all the time. Booking
far in advance may result in rate changes near the time of your
existing reservation. We do not have the ability to modify a reservation
to change to the lower rate. For Destination-Guides.com special discounted-rate
properties you may cancel and re-book, however we will charge you
the non-refundable $20 cancellation fee. For all other properties
with regular rack or promotional rates, you will be bound by the
hotel restrictions with regards to cancellation and re-booking.
Q: What is your Privacy Policy?
A: Destination-Guides.com understands
your desire to have personal information kept private, and we take
the job of ensuring confidentiality seriously. When you make a reservation
through Destination-Guides.com, we will provide the hotel, airline,
car rental agency or other travel provider you designate with a
limited amount of information about you. We share only the information
required (including credit card information) for the express purpose
of placing and confirming your reservation with the designated travel
provider. All of your data is transmitted via an encrypted message
(SSL) to our servers. Once we receive this information, we store
it in a database that is not accessible via the Internet. Destination-Guides.com
guarantees the privacy of the information you submit to us while
making travel arrangements. We will not sell or otherwise release
this information to any third party. We use the information exclusively
for booking reservations and internal accounting purposes. If you
would like us to advise you of special travel offers via email,
you may opt in for this service when you create your profile.
Q: Who do I contact if I have a general question?
A: For questions
not answered above, please contact us at customer.service@destination-guides.com.
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