Stay at the best, but pay less with CRSHotels.com

(407) 740-6442 - 1 (800) 894-0680

(U.S. and Canada)

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FAQS

 


What does “Pay When You Stay” mean?
Unlike many other online hotel reservation sites, CRSHotels.com does not require prepayment for most hotels in our Preferred Destinations when confirmed online. You pay the hotel directly, according to the individual hotel’s policy. For most hotels in our Preferred Destinations, that means the hotel will process your payment when you check in or check out.

If an individual hotel in one of our Preferred Destinations requires a deposit or prepayment, that information is clearly noted on the hotel’s description page on CRSHotels.com.

If you make a reservation in one of our Additional Destinations or through the Call Center, you will be required to prepay your entire reservation.

Do you charge fees to make reservations?
Our online reservation service (for Preferred Destinations) is free to travelers. There are no hidden fees, no processing fees — none of those extra fees that other web sites charge.

If you make a reservation in one of our Additional Destinations, you may incur service fees. 

Will my credit card be charged when I make a reservation?
Your card will not be charged unless indicated for that specific hotel in our Preferred Destinations (online bookings). If a hotel in one of our Preferred Destinations requires a deposit or prepayment, that information is clearly noted on the hotel’s description page on CRSHotels.com.

If you make a reservation in one of our Additional Destinations, your credit card will be charged for the entire amount of your reservation.

If you don’t charge my credit card, why do I need to provide a credit card to make a reservation?
Our hotels require a valid credit card number and expiration date to guarantee the reservation. Please note that if your credit card expiration date is prior to your checkout date, your reservation will not be confirmed by the hotel, even though it is accepted through our reservation system. You must provide a credit card with an expiration date that is after your checkout date.

How do I change or cancel a reservation?
If you made a reservation in one of our Preferred Destinations and received a confirmation from CRSHotels.com, you can view, change, or cancel an existing reservation by logging into your account. Click on the “My Account button” at the top of the page.

To log in, use your email address and the password you created.

If you have forgotten your password, simply click the link that says “Forgot your password?” and fill in the required information. Your password will be sent to the email address you used in creating the account.

You may also call CRSHotels.com at (407) 740-6442

If you prepaid your reservation (your credit card was charged for the full payment upon submitting your reservation request), and your reservation was made in one of our Additional Destinations, your reservation is through our travel partner, TravelNow. Please click here to view, change or cancel an existing reservation. You will need your itinerary number and email address associated with the reservation. Your itinerary number can be found at the top of your email confirmation. If you do not have your itinerary number, please call 1-800-894-0680.

Please note that any changes in your reservation could result in charges applicable by policy and availability.

What if I have a question about my reservation or need to change a reservation and your call center is closed?
If you made your reservation in one of our Preferred Destinations online: If our call center is closed and you are scheduled to arrive at the hotel within 72 hours, we recommend you call the hotel directly. The phone number for the hotel is listed on the confirmation e-mail you received from CRSHotels.com when you made your reservation.

What does it cost to change or cancel a reservation?
CRSHotels.com does not charge anything to change or cancel an online reservation in our Preferred Destinations. As long as the change or cancellation is in keeping with the hotel’s cancellation policy (which is clearly outlined on the hotel’s description page and on the reservation confirmation you received), your hotel will not charge for changes or cancellation. If there is a charge to change or cancel a reservation, that information will be contained in the cancellation policy.

Reservations made in Additional Destinations (or made through the Call Center) will provide a cancellation policy in red or a link to read the cancellation policy. You can also view the property information page to find the cancellation policy. These policies will vary from lodging to lodging, so you must read each one carefully. In general, the standard increments are that you must cancel the room(s) by 4 or 6 PM on the arrival date, or 24, 48, or 72 hours prior to your specified arrival; however, these are just general guidelines and the specific policy of the property will prevail. If you cancel before the deadline, generally you will not be charged a penalty by the lodging provider. Canceling after the stated period will result in a cancellation penalty fee from the lodging provider. Some reservations are non-refundable and cannot be cancelled after booking.

If the cancellation is outside of the time allotted, you may be charged for one night’s stay including tax recovery charges and service fees. Please read the specific cancellation policy provided for each property on the site and in any emails regarding your reservation. 

How do I log into “My Account?”

To log in, use your email address and the password you created.

What if I forget my password?
If you have forgotten your password, simply click the link that says “Forgot your password?” and fill in the required information. Your password will be sent to the email address you used in creating the account.

What if I booked a hotel reservation through another web site/reservation service or directly through the hotel?
You will need to contact the site/service or hotel where you originally booked the reservation. If you do not remember how you booked the hotel reservation, we recommend you contact the hotel directly.

Does CRSHotels.com offer discount rates for AAA, government, convention, corporate travel, or for travel agents?
Hotel rates at CRSHotels.com are already discounted — the lowest rates the hotels offer — so we are unable to offer additional discounts.

Does CRS pay travel agent commissions?
CRS does not pay travel agent commissions.

The hotel I wanted is not available. Can you help me find an alternative hotel?
Call our Customer Service call center and one of our Travelnow reservations agents will be happy to make a recommendation based on your travel needs.

How do I subscribe or unsubscribe from your special deals newsletter?
CRS Traveler: Hotel Deals and Hot Destinations is our email newsletter with your insider’s scoop on hotel deals, hot destinations, savvy travel, and CRSHotels.com specials. Subscribe or unsubscribe by logging into your account using the “My Account” button at the top of the page.

You can also unsubscribe by using the Unsubscribe link at the bottom of each newsletter. We do not sell, share or rent subscriber information to third parties.

Is my credit card and personal information safe?
We use Extended Validation (EV) SSL, the highest standard in the Internet security industry for Web site authentication, to secure your online transaction with us. EV SSL signifies that our organization has passed a rigorous identity authentication process. The EV SSL Certificate triggers your browser address to display https:// and if you use a browser released in 2007 or later (such as Microsoft Internet Explorer 7) your address bar will turn a noticeable green color.

The secure server we use is the industry standard and represents the best software available today for secure e-commerce transactions. Secure Socket Layer (SSL) technology encrypts your personal information, including your credit card number, so it cannot be read by anyone else as it travels over the internet. We never share your personal information with anyone except the hotel where you made your reservation.

The VeriSign Secured Seal on CRSHotels.com means we secure your private information using a VeriSign SSL Certificate. Information exchanged with any URL address beginning with https is encrypted using SSL before transmission.

CRSHotels.com is Hacker Safe® certified, which means that you can be confident that our site is continually monitored to protect it from hackers, so your credit card and personal information is protected on our site.

In addition, CRSHotels.com participates in the Better Business Bureau’s BBBOnline® program, which means that we follow the BBB Code of Online Business Practices.

We encourage you to review our Privacy Policy, and become familiar with it. We especially want to make it clear that we do not sell, share or rent our customers’ personal information to third parties.

If I’m not satisfied with the hotel or my room, who should I contact?
If you have questions or concerns about your hotel or your room when you check in, it is important that you talk with the front desk manager or supervisor during your stay. Most hotels will do their best to resolve your issue. If the person at the desk is not helpful, ask to speak to their supervisor or to the general manager.

If the hotel in a Preferred Destination does not take satisfactory action, please make a note of the names of the hotel staff you spoke with and contact CRSHotels.com. We will do our best to work with the hotel to resolve the situation.

If you decide to check out early, please be aware that the hotel will decide what charges you will incur for your stay/early checkout. Be sure to find out what the hotel’s policy is regarding these charges before you check out.


 

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