Customer Service : Frequently Asked Questions

Below are some of the more frequently asked questions. If what you are looking for is not covered below, send an email to customer service.

FAQ regarding EXISTING RESERVATIONS

When is my reservation confirmed?
How can I view my confirmed reservation?
How do I cancel a reservation?
How do I change a reservation?
Cannot find record of my reservation

FAQ regarding RATES AND ROOMS

What if there is No Availability?
Why are some hotels offered only "on request"?
Why is a promotion not available?
Do you offer Corporate/AAA/AARP Rates?
Do you have a Rewards Program?
Do you offer Travel Agent/Industry Rates?
Are group rates offered?
About Booking Children
Brochure Requests

FAQ regarding the RESERVATION PROCESS

Do I need to register?
What are "Profiles" and how do I use them?
What happens to my personal information?
How do I make a reservation for someone else?
How do I book multiple rooms?
What forms of payment can be used?
What happens to my reservation? Is my credit card charged?
What do I do if my credit card is rejected?
What does it mean when I get a Technical Error message?

When is my reservation confirmed?

Immediately after you complete the reservation process, you will receive a confirmation page (on screen) and a copy will be sent to you via e-mail. If you don't believe you received the e-mail, be sure to check your email filter settings and any mailboxes that hold filtered mail. Your confirmation page will include your confirmation number, dates, room rate, and all other necessary details. Although you do not need this page to check-in, we encourage you to print it out for your own reference.

How can I view my confirmed reservation?

You can check your reservation online by clicking on "My Account", located on the right side of our homepage, and securely logging in with your email address and password. Also, when viewing the details of your "Current Reservation", you can email a copy of your confirmation page to the address of your choice.

How do I cancel a reservation?

Login to your account and click on "View all Current Reservations". Then, click on "Cancel" under the reservation of your choice. Please note that hotels have different cancellation policies, and some rates carry special rate rules, so please read them carefully before canceling. If you cannot cancel your reservation online, please email customer service.

How do I change a reservation?

If you would like to change a current reservation, you need to rebook it as a new reservation and then cancel the original. This will guarantee that there is a record of the change in your account. Follow this procedure:

1) Check the "Cancellation Policy" and "Rate Rules" of your original reservation, to ensure that you are not within the penalty time period indicated.

2) Make a new reservation - be sure to login during the process in order to access your previously saved profiles.

3) Upon receiving confirmation of your new reservation, proceed to cancel your original reservation.

Be sure to make your new reservation first and then cancel your original, so that you don't lose your space in the hotel. If you have trouble finding availability or the same rate for your new dates, please contact Customer Service for assistance.

Cannot find record of my reservation

If you cannot find record of your reservation in your Tablet Hotels account, you may have confirmed it under a different username (email address). Or, you may have used a different website. If you are sure you booked your reservation through Tablet Hotels and are experiencing difficulty locating it, please email customer service.

What if there is No Availability?

The hotels featured on Tablet Hotels are special and, as a result, fill up quickly. To help you get into the hotel you desire, we have supplied two alternatives that appear on the "Sorry, No Availability" page during the booking process. The first, "View available dates at the hotel", allows you to check availability for the length of your stay within the upcoming weeks. This is very useful if you have flexibility in your dates and truly wish to stay at a particular hotel. The second option is an alternate list of hotels. This list, which appears on the bottom of the screen, is based on your search results or hotels with the same characteristics and/or location.

Why are some hotels offered only "on request"?

Hotels that are offered only "on request" do not have the technology to provide real-time rate and availability details. If you are interested in staying at an "on request" hotel, once searching for the hotel, click "Rooms available only on request" located on the right side of the screen (directly above "View Hotel"). Complete the brief form and our Customer Service department will respond immediately.

Why is a promotion not available?

Promotional rates are offered for a limited number of rooms each night. As these rates sell out rapidly, this may be the case with your stay dates. If your plans are flexible, we suggest you search for an alternative travel period.

Do you offer Corporate/AAA/AARP Rates?

Many hotels offer corporate, AAA, and AARP rates to Tablet Hotels users. In order to book them, search for available rooms on your requested dates to see if they are offered. The rate type is usually indicated in the room description and/or the "Rate Rules" (located under "Cancellation & Hotel Policies"). In addition, Tablet Hotels offers companies Corporate Plans (cash back), which are applicable to reservations at all Tablet Hotels. Please click here for more details.

Do you have a Rewards Program?

Our "Tablet Plus" membership program is free of charge for individual users of Tablet Hotels making more than US$10,000 in hotel bookings in any given 12 month period. The minimum needs to be maintained each subsequent year for the renewal to be free of charge. Please register for our Newsletter to be informed about the exciting changes at Tablet Hotels. Also, we also offer Corporate Plans for employees of companies. (see FAQ directly above)

Do you offer Travel Agent/Industry Rates?

Tablet Hotels does not share commissions with travel agents, unless they become affiliates. If you are a travel agent and require commission for a future reservation, we suggest that you contact the hotel directly. If you do not require a commission, please feel free to use Tablet Hotels to make your bookings. For industry rates, please contact the hotel directly.

Are group rates offered?

If you are booking a stay for more than 10 people, or more than 5 rooms, you may qualify for a deeper discount than the ones we normally offer, dependent on the hotel. In the search criteria area, click on "Need to book a group?", complete the brief form, and our Customer Service department will respond immediately.

About Booking Children

Some hotels may charge extra for a rollaway bed or a crib (depending upon age) available for children. This possible extra charge is not always displayed by the hotel to appear with the list of available rates offered. In order to make sure that you see the exact rate that you will be charged for an accommodation for more than 2 adults, it is best to email us at customer service with your dates and the ages of your children. We will be happy to confirm rates and availability for you.

Brochure Requests

Tablet Hotels does not publish a brochure or a catalogue with all of the selected hotels at this time. However, we are proud to offer our newest book, "Tablet10 : Top Ten New Hotels : The Americas 2007". It features detailed descriptions and original photographs of the ten most innovative new hotels between the Atlantic and the Pacific. Please click here for more information.

Do I need to register?

During the process of confirming your first reservation on Tablet Hotels, you are asked to register. This means is that you are required to enter a username (your e-mail address) and choose a password, so you can conveniently access your reservation and profiles in the future. Registration is for your benefit only. It protects your reservations and information by only allowing access to it with the username and password you select. Registering to receive our Newsletter. This is optional.

What are profiles and how do I use them?

Profiles are information you have saved for future use. They can be named whatever you want and accessed quickly after logging in. Profiles contain either guest information or billing information. Examples of uses for profiles are storing different credit cards or maintaining multiple guest lists (if you are booking for several people often, or separating business and leisure identities). Upon confirmation of a new reservation, your profiles are created and saved from the information you entered. When returning and logging in, you can edit, delete or add additional profiles as your needs fit. All of these profiles will be accessible from the guest and billing information pages in the "My Account" section.

What happens to my personal information?

Your personal information and any additional details in your Tablet Hotels account -- such as profiles -- are kept in a safe and secure environment and can only be accessed by using the username and password associated with it. Your information is never sold, given away or used without your permission. Please read the Privacy Policy for more information (see below).

How do I make a reservation for someone else?

The reservation process has an area for guest information and another area for billing information. This allows for the guest and the billing contact to be different people (similar to shipping and billing addresses). Therefore, a guest can use a different billing reference or identity and a single billing identity can make reservations for several guests. These identities are saved as "profiles" for later use.

How do I book multiple rooms?

Once you complete the reservation for your first room, on the page with your confirmation number, you can click on either of these two links:

» Reserve another room just like this one, with the same information - with just 2 clicks!
»Reserve another room but change the room type, guest and/or billing information.

Your guest and billing profiles will have been saved, making booking the next room(s) very easy. Also, if clicking the latter of the two, you have the option to enter a different guest name for each room, while guaranteeing all of the reservations with the same credit card.

What forms of payment can be used?

In order to confirm a reservation on Tablet Hotels, a valid credit card is required. The type of credit card(s) accepted is dependent on the hotel and rate you are interested in. To clarify, please read the room description and "Forms of Payment Accepted" of the rate in question.

What happens to my reservation? Is my credit card charged?

Reservations are sent immediately to the hotel and into the hotel's reservation system. Each hotel has different policies regarding when and how much your credit card may be charged: some hotels take a deposit at the time of booking, while hotels simply use your credit card as a guarantee. Please read the room description, "Rate Rules", and the "Hotel Policy" carefully, so that you understand the terms of your reservation.

What do I do if my credit card is rejected?

Please make sure to use a valid credit card. You credit card number must be entered in consecutive numerals; do not include "spaces" or "-". Also, be sure to check that there are no blank spaces at the end of the credit card number. Finally, make sure that the expiration date of your credit card is after the departure date which you are attempting to book.

What does it mean when I get a Technical Error message?

This message means that there was an error in the reservation procedure. This is usually caused by trying to bookmark a page in the process, but can also occur if there is a disconnection to the hotel's reservation system. Please try again, but if you continue to experience difficulties, let us know by e-mailing Customer Service.

Are online bookings reliable and secure?

Absolutely: the reservations you make here are just like talking to the hotel, but better because you are in control. Your reservation is immediately sent to the hotel and into the hotel's reservation system; the confirmation number you receive is proof that your reservation has been placed. We make every effort to keep all of your personal information, including your credit card number, secure. We only allow your credit card number to be transmitted to us over the Internet, if your browser supports Secure Socket Layer (SSL) encryption (almost all browsers support this technology). Before you send your card information to us, SSL encodes it so it is transmitted in a format that prevents eavesdropping or data theft.

Browser requirements

We require Netscape Navigator, Netscape Communicator or Microsoft Internet Explorer version 4.0 or higher to view this site (for Internet Explorer for MacOS, we require version 5.0 or higher). You must also have JavaScript and HTTP cookies enabled. (If you are reading this, then you have the correct browser and configuration.)

Privacy Policy

Tablet Hotels respects your privacy. We do not share, rent, sell, or otherwise use personal information you have given us to any third party without your permission, except when required by law, subpoena or other legal process or in order to protect the safety of the public. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented. Since this policy may change over time as we modify or expand our services, we suggest that you check from time to time in order to understand how we treat your personal information. Your use of this website and its services constitute your agreement to the terms of our privacy policy. If we decide to change those policies, we will post those changes on this page so that you are always aware of what personal information we collect, how we use it and under what circumstances we disclose it. Your continued use of this website and its services constitute your agreement to any such changes. Tablet Hotels will not collect any personal information about individuals, except when specifically and knowingly provided by such individuals. Tablet Hotels will use this information in order to customize and enhance the services it offers its customers. Examples of such information are: name, age, gender, business, home or postal address, e-mail address, phone numbers, and travel preferences. Tablet Hotels may share non-personal aggregate, or summary, information regarding its customers with partners or other third parties, but Tablet Hotels does not sell or share any information at the individual customer level.

Security

Your credit card security is our highest priority. Tablet Hotels has taken several steps to ensure that your payment information is processed confidentially and accurately. Tablet Hotels servers use Secure Sockets Layer (SSL v3) encryption that works with Netscape Navigator (versions 2.0 and above), Microsoft Internet Explorer (version 3.0 and above), and AOL (AOL 3.0 and above). This encryption makes it impossible for unauthorized parties to read any information that you send us. We recommend that you do not divulge your password to anyone. If you share your computer or use one that is accessed by the public, remember to sign out of your account and close your browser window when you have finished your session. This will help ensure that others cannot access your personal information. Tablet Hotels takes steps to ensure that your information is treated securely and in accordance with this Privacy Policy. Unfortunately, no data transmission over the Internet can be guaranteed secure. As a result, while we strive to protect your personal information, we cannot guarantee the security of any information you transmit to us or from our online products or services, and you use these services at your own risk.

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