How
do you protect my privacy?
How can I
contact Customer Service?
You may call us at 1-800-216-1482.
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 1-800-216-1482
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.
