Frequently Asked Questions

TOP QUESTIONS

HOTELTONIGHT 101

HOTELS

INVITES & PROMOTIONS

HT PERKS

ACCOUNT

MISCELLANEOUS

ABOUT

STILL NEED TO CONTACT US?

TOP QUESTIONS

Can I choose my room type?

Sometimes! In order to bring you the best last-minute rates possible, at some hotels your room type will be assigned at check-in. But we've also added the option for you to choose your room type (1 bed or 2 beds) in advance when available. Just tap 'Room type' before booking to make your choice.

And rest assured: every room, no matter the type, will fit at least two adults (some hotels may charge an additional fee for more than two people). Room type selection is not yet supported on our mobile website, so if you’d like to use this feature, make sure to download our award-winning app!

If something comes up or I mistakenly book a room, can I get a refund?

We state very clearly that all bookings are non-refundable and we warn customers before the purchase is confirmed (you even have a spiffy HotelTonight h-bed logo to trace in the apps). Sorry to sound harsh, but the only way we can keep these great deals coming is to guarantee that the hotels' efforts are rewarded and they get paid.

Can I add a guest's name to my booking?

You sure can. Before you confirm a booking, tap 'Guest Names' and you'll be able to add the name there. You can also add Guests Names to your account at any time, and when you book, you'll have the option to add them to your booking.

Can I get a copy of my receipt?

Yep! Go to the Bookings tab, select your booking, tap 'Receipt' and you'll see the option to send it to yourself. We don't have VAT or .pdf receipts, but you can send receipts to Concur (as long as your HotelTonight + Concur accounts are connected through the Concur App center)

How do I change the currency hotel prices are displayed in?

To change the currency room prices are displayed in, go to your 'Account' page and then tap 'Currency.’ From there you can select the currency you want shown. Note that you cannot change the currency in which your coupons are displayed (which is based on what your phone is set to), but that they will be converted based on current exchange rates when you redeem them. Changing currencies is not yet supported on our mobile website, so please download our award-winning app!

HOTELTONIGHT 101

When should I book – in advance or day of?

We've seen time and time again that rates drop at the last minute, as the rooms may otherwise go unsold. But we work hard to ensure the rates you see on HotelTonight are the very best price you can get for that hotel at that moment, which we back up with our HT Guarantee. The hotels we feature on the app are always changing, so if you see something you like, and want to lock it down, we say go for it. If you're feeling extra flexible and want to wait 'til same-day to book, you do you. Either way, you win.

Can I book for more than one night?

Yes! Depending on the city, you can book up to a week in advance, for stays up to 5 nights, or up to 100 days in advance, for stays up to 14 nights. You'll see the date range available for each city when you're choosing your check-in and check-out dates.

How late can I book a room?

You might feel bad about procrastinating at work or in school, but we celebrate last-minute decisions here. You can book a room in advance, but if you're booking for same-day check-in, do it by 2am.

Can I book multiple rooms at a time?

Not in one go, but you can make several separate bookings for a night, as long as we have inventory available (the app will show you if there are less than 3 rooms left).

What does it mean when I see a hotel marked "GeoRate"®?

Geo Rate Badge

When you see "GeoRate"® in the app, it means we're featuring a special, limited-time offer for that hotel. This rate is even lower than the already-discounted HT rate, and may not be available to all users, so if you see one, we suggest snapping it up while it lasts.

What do your hotel categories mean?

To save you time, we wanted to use something more illustrative than star ratings. So we handily devised our own categories to highlight not just the service level of each hotel, but also its overall vibe. And we screen all our hotels, in all categories, so you can rest assured that you're staying somewhere great.

luxe An upscale hotel with stellar service, lavish amenities and serious comfort, for when you're feelin' swanky.
hip A stylish, sometimes quirky hot spot that's as popular with in-the-know locals as it is with travelers.
solid A comfortable, reliable hotel with all the gotta-have-em amenities.
basic A modest hotel with limited extras, perfect for when you need a place to lay your head.
charming A hotel, B&B or guest house that's quaint, intimate and delightful.
crash_pad A budget hostel or inn without many amenities, for those nights you don't need 'em.
high_roller An over-the-top, tricked-out suite or penthouse for VIPs and high rollers.

How do you choose the hotels you list?

We're different from other hotel-booking services for many reasons, but chief among them is our preference for quality over quantity. We don't work with just anyone. We do a ton of work behind the scenes to vet our hotels, and we'll even kick them off if they don't meet HT booker standards. And we don't bombard you with an overwhelming stream of options.

Why do you display a limited number of hotels?

Hotels compete to appear on the app, and only those that meet our standards – and offer the best value – make the cut.

What happens if a hotel sells out?

We toast to our users for snapping up such great deals, but then we get right back to work to add more rooms to the mix. If we have appropriate additional inventory, we'll display it.

What do your ratings mean?

Our ratings come from HT users who've booked on HotelTonight and given the hotel a thumbs up or down after their stay, via the in-app ratings screen. We average each hotel's rating into the number you see displayed.

Why don't you always display ratings?

We don't display ratings when a hotel hasn't yet received enough feedback. As soon as a hotel's reviews reach a critical mass, we'll get the rating up there, stat.

How do you deal with negative feedback about a hotel?

When adding a hotel to HotelTonight, we keep it real and include balanced information we think users should know when considering booking a room. Once a hotel is available on HotelTonight, we closely monitor guests' feedback, looking into negative reports and adjusting the hotel's info as necessary. If we receive multiple complaints about a hotel, we will remove it from the app. Because if you're not feeling it, we're not feeling it.

If I gave HotelTonight my credit card directly, why is a credit card required at check-in?

The hotel needs a credit card on file for incidentals, like late-night minibar raids (no judgment). The amount of the temporary hold placed by the hotel on your credit card varies and typically is removed within 5-7 business days. It should appear as "pending" when listed among your card's transactions. Note that guests who provide a debit card at check-in may find a temporary charge on their account rather than a hold. This will be refunded by the hotel, usually within 5-7 business days, assuming there are no legitimate incidental fees. Also note that some hotels do not accept debit cards.

My device is set to my local language, but I'm still seeing some hotels in English. What's up?

Good eye! As you noticed, we've translated the app and many, but not all, of our hotel profiles. We started with our most popular internationally-traveled destinations, and will translate additional cities as we expand and gain even more users across the globe (hint: spread the word). If you've got questions about a particular hotel, you can reach out to our multi-lingual customer support team at any time.

HOTELS

Where does your comparison rate come from?

Our comparison rate (the one you see crossed out next to HT's rate) is determined by finding the lowest rate listed on major online travel sites during the period the room was available to book on HT. If no online rate is listed, the comparison rate is the price the hotel previously loaded on HT for that date.

What does it mean if there is no comparison/strikethrough rate?

Some hotels never discount their rooms (anywhere!), but we still think their overall kickassedness and great rates make them HT-worthy. The price you see will always be the best available rate for that hotel. And as always, you get the same ease of booking a quality hotel in 10 seconds through the app.

Do a hotel's rates fluctuate throughout the day?

Hotel rates do fluctuate – but the rates you see on HT are the best available for that hotel at any given moment, so if you see something you like, book it before it's gone!

INVITES & PROMOTIONS

How do I invite friends?

It's simple: share your invite code with your friends, relatives, frenemies, etc. You can get and share your code by tapping 'Invite' or 'Invite a Friend' on your device. When someone you invited signs up and uses your invite code, and then makes a qualified booking, you'll get $25 (or the equivalent, depending on your currency) toward your next booking. Note: inviting friends is not yet supported on our mobile website, so to invite people, please download our award-winning app! Check out our Campaign Terms page for all the details and terms.

I invited some friends. Are there any rules around the invite/referral program?

Actually, yes. If you're using the program legitimately to invite people, you won't even notice them, but here's the fine print:
You cannot invite yourself.
You cannot invite anyone who uses the same credit card as you do.
You cannot invite someone who uses the same mobile device as you.

The person you invite must spend a minimum amount, excluding taxes & fees. See Campaign Terms page for details.

Referral policy: Consistent with our Terms of Use, your personal invite code may only be used for personal and non-commercial purposes. Feel free to share your invite code with your friends via email, Twitter, Facebook, personal blogs, etc. where you are the primary content owner. However, you cannot distribute your invite code on sites where you are a contributor but not the primary content owner (e.g., Wikipedia, app stores, coupon websites) and you cannot promote your invite code via Search Engine Marketing (e.g., AdWords/Yahoo/Bing).

If you break any of these rules, the HotelTonight Grinch may take all of your credits or coupons away, and/or suspend your account.

Coupons will be applied to hotel bookings in the corresponding currency. Example: HotelTonight coupons stated in USD will only be applied to hotel bookings billed in USD.

Someone I invited booked a room, but I didn't get my referral bonus. What's up?

Per the rules of our invite/referral program, the person you invited must use your referral code and spend a minimum amount (depending on the currency of the account), excluding taxes & fees. You also won’t get a referral bonus if your friend books using our mobile website, which doesn’t support using coupons or promo codes (so tell ‘em to download our app and enter your code before booking!).

What does “Invites Accepted” mean on the “Invite a Friend” page?

Once you’ve sent out invites to friends, “Invites Accepted” shows you the number of people who have received your invite, signed up for HT, and entered your code. You'll get $25 to put toward your next booking once they've made their first qualifying booking. We suggest reaching out to those who haven’t booked yet and giving them a nudge to try HT!

What does “Friends Who’ve Booked” mean on the “Invite a Friend” page?

“Friends Who’ve Booked” shows you the number of friends who have received your invite, signed up for HT, entered your code and made a qualifying booking. You score a referral reward for each of these friends, so keep on doin’ what you’re doin’ and invite more of those future HT bookers!

I got an invite to HT. Are there rules for how I can use my referral code?

Yup. The $25 referral discount code you got from your friend can only be applied towards your first booking and meet a minimum amount, excluding taxes & fees. All the details are on our Campaign Terms.

What's the deal with the promo codes?

Promo codes make our already awesome deals even awesomer. Just tap 'Redeem a promo code' or 'Redeem promo code' and enter yours! When you’re ready to make a booking, simply apply the promo code to an eligible booking, and get ready to save.
Note: While we dig your enthusiasm for deals, you can only redeem a code once. And promotions cannot be combined (sorry).

I'm trying to redeem a code and am receiving an error. What's up?

You'll see an error message if:
The code has expired, or the booking does not meet the terms of the code. These terms can include time, location or minimum spend restrictions.
The maximum number of people have claimed it.
You've already redeemed it.
You've inputted it incorrectly.
You're trying to redeem a code for first-time customers, but you've already booked with us using this account, this device or this payment method. (Sorry, no double-dipping!)
Double-check the code and, if you still think it should go through, get in touch with our Customer Support.

HT PERKS

What is HT Perks?

HT Perks is a way to reward and give back to our bookers (that’s you!). The more you use HotelTonight, the better it (and the potential discount) gets. More and better deals. Extra perks and benefits. More spontaneous surprises. No blackout dates or starting over. It’s simple: as you book, you unlock levels that give you access to exclusive discounts (yes, we found a way to make HT deals *even better*) and more.

What do I get in each level?

Level 1 - once you’ve spent $100 on HT 

  • Extra-discounted rates only available to Level 1 bookers whenever you see the HT Perks badge. #discountsondiscounts 

Level 2 - Once you’ve spent $750 on HT

  • Extra-discounted rates (another 5% discount off Level 1!) whenever you see the HT Perks badge. 
  • Exclusive offers and surprises to inspire you to have more adventures. 

Level 3 - Once you’ve spent $2000 on HT

  • Extra-discounted rates (5% discount off Level 1!) whenever you see the HT Perks badge. 
  • Exclusive offers and surprises to inspire you to have more adventures.
  • Access to HT Pros, our in-app concierge, with every eligible booking (no minimum spend!).

Level 4 - Once you’ve spent $5000 on HT

  •  Extra-discounted rates (another 10% discount off Level 1!) whenever you see the HT Perks badge. 
  • More exclusive offers and surprises (yes, they get even better). 
  • VIP customer support phone number to make sure you have an epic stay! (You’ll find this number on the confirmation email you get after you book.)

How do you calculate how much I’ve spent?

Level eligibility is based on how much you’ve spent since you’ve been an HT Member (excluding credits, coupons and promo codes). Anything you’ve been charged for will count towards your level progression.

What perks do I actually get for each level?

You can see all the available perks by tapping on your profile and then “HT Perks Details.”

My friend is seeing HT Perks rates. I’m not. What’s up?

To see HT Perks rates you need to be logged in and have reached at least Level 1.

Why is my friend seeing a different rate than I am?

Our rates get even better with each HT Perks level. One of you may also be seeing a GeoRate (a rate offered by hotels based on your current location), or a rate based on the hotel categories you’ve booked before.

Where do I see HT Perks rates?

Eligible hotels will be marked with the HT Perks badge (it’s blue and animated; you can’t miss it!) when you’re looking at a list of hotels. FYI, HT Perks rates are only available in the app, not on our mobile website. So make sure to download the app to get access the very best HT deals!

ACCOUNT

What's on my profile?

Your public HotelTonight profile shows any photos you've shared, as well as your name (first name and last initial) and how long you've been an HT Member. Only you can see your account settings and booking information.

How do I edit my user info?

On your iPhone and iPad, tap 'Account' and then 'Edit name/email.' On an Android, tap your name in the drawer, tap it again on the Settings page and you'll be able to edit your name and email right there. Make sure to double-check the email address so your booking receipts don't get lost in the great online abyss. Don't see these settings? Make sure you've got the latest version of the app! Note: editing your user info is not yet supported on our mobile website. To do this, please download our award-winning app!

How do I change my payment info?

On the current version of the iPhone and iPad, just tap 'Account' and then 'Payment.' On your Android, tap your name in the drawer, then tap 'Payment methods.' Don't see these settings? Make sure you've got the latest version of the app! On our mobile website, you can add or choose your preferred credit card during booking.

Is my credit card information secure?

You bet. We're PCI compliant, which means that we've been certified for maintaining a secure environment. Every credit card payment on HotelTonight is processed through a 3rd party, fully-encrypted server. In other words: your info's safe with us.

Why can't I use coupons or credits for some bookings?

Unfortunately not all bookings allow coupons or credits. We make this clear in the Need to Know section of a hotel profile, so you have all the info you need before you book. Check out our Campaign Terms page for more info and everything you ever wanted to know about coupons and credits.

Do my credits expire?

Like that mustard that's been in your fridge since 2009, credits do, indeed, have an expiration date. Credits expire one year from receipt of those credits. To see when yours expire, just tap 'Credits.’

Where did my credits go?

Credits do expire (one year from receipt of those credits), but if yours haven't and they seem to be MIA, there's a chance you may have created two accounts (if you created an account via the app but then began logging in using Facebook, and the two accounts' email addresses are different). Try signing in with the original login info and if you're still missing credits, please get in touch with our Customer Support.

How do I unsubscribe from your emails?

Our computer tells us you've signed up to receive periodic HotelTonight emails. But sometimes computers are wrong. Sometimes they are evil. If you would not like to receive our electronic missives filled with fabulous deals that could save you hundreds and hundreds on amazingly hip hotel rooms in the coolest cities in the world, just follow the link that says “Manage my subscription preferences” at the bottom of our emails. We’ll miss you.

MISCELLANEOUS

Can I review the hotel I booked in the app?

We'd love it if you did! To leave a review, open the app after you check out, or go to your bookings once your stay ends. You'll see a button there to "Rate Your Stay." You can give the hotel a thumbs up or down (we hope it's up!), and leave any feedback you've got.

Can I share pics of a hotel?

In the immortal words of a certain purple dinosaur, sharing is caring. So, yes, please share your photos! You can share pics of a hotel you're staying at, those you've stayed at in the past or even just hotels you're walking by and feel compelled to snap. To share, go to the hotel's profile or your booking (if you're staying there). You'll see a button to "Share Your Photos." Upload away!

I'm not seeing my reviews and/or photos. What's the deal?

We review all reviews (heh) and photos to make sure they're on the up-and-up before posting. If you're not seeing yours, it's because they're still being reviewed... or because they were very, very naughty (or fuzzy. or selfies).

What do I do if I see some inappropriate content in the app?

If you see anything that you think violates our guidelines/terms, please let us know! We really appreciate you lookin' out.

How can I "favorite" a hotel?

To favorite a hotel, tap the heart on a hotel profile (you'll see it go from a heart outline to a filled heart. Aw). This will add it to your Favorites list, which you can find by tapping the heart tab in the app.

If you’ve got a specific hotel in mind, you can also search for it by name or address from within your Favorites list. On iOS you’ll tap “Add a Favorite,” and on Android you’ll use the “+” button. Tapping on a hotel from the search results automatically favorites it, and you'll immediately see it added to your Favorites list. FYI, if a hotel doesn't show up in your search, it's because we don't work with that property... yet.

Your Favorites list shows you whenever your fave hotels are available and the great rates we've got 'em for. You can also change dates from within this list, to check out all the days your faves are available. Happy favoriting!

Why can't I add another favorite?

You can have up to 15 favorites at a time. To remove a favorite and make room for a new one, just tap the filled heart on a favorite hotel (on the hotel's profile page). Then tap the unfilled heart on the hotel you want to add. One in, one out!

How do I get access to HT Pros?

HT Pros hooks you up with a real-live person (via in-app chat) to help make your stay great, whether you need a toothbrush or a insider tip on the best bars in the 'hood. It's like a concierge, but cooler. Your HT Pro is available for the length of your stay, and you'll be paired with one if you book in one of our eligible cities, spend a minimum amount and book a Luxe, Hip, Charming, Solid or High Roller hotel. HT Pros is currently available only in English.

Why does my booking have an extra itinerary number and confirmation number?

Good eye! It's just like any other booking on HotelTonight, with a few extra digits. These numbers help our rockstar Customer Support team identify your booking, should you have any questions. (They're standing by 24/7 if you do!)

Will you add more cities?

For sure! We're working day and night to add new cities to the app. Have a favorite city or hotel you'd like to see on HotelTonight? Drop us a line and let us know.

Will you be available on other platforms besides iOS (iPhone/iPad) and Android Phone/tablet?

We started with Apple and then expanded to Android Phone/tablet, but we have love for all mobile warriors. Additional platforms are always on our mind. You can also access our mobile website by going to the browser on your phone and typing in www.hoteltonight.com.

Can I expense my HotelTonight business travel using Concur?

You can! You'll first need to connect your HotelTonight and Concur accounts by visiting the Concur App Center. Once they're connected, you'll be given the option to send your booking receipts to Concur (you can toggle this setting on or off with each booking). If you need to disconnect your Concur account, just visit your account details page in the HotelTonight app. For help, contact Concur or HotelTonight customer support.

What are these taxes and fees?

To paraphrase Ben Franklin: in this world nothing can be said to be certain, except taxes and HotelTonight’s killer room deals. Since we’re all about saving you the Benjamins, we’ll let you know any taxes and fees on the confirmation page before you complete your booking. The taxes you pay cover a bunch of things (sales and use tax, occupancy tax, room tax, excise tax, value-added tax and other taxes) and vary based on the hotel’s location and how much we owe them (we gotta pay our taxes, too). Any fees charged go toward our bottom line, and covering our costs so we can continue to provide you with a most-excellent service. For all the nitty gritty details, check out our Terms of Use.

Where does the weather in the app come from?

The weather data in our app is powered by Forecast.io, part of The Dark Sky Company.

Why are you guys so cool?

Mama didn't raise no fool. Nor did she raise a tool. Mainly, though, we're cool because we're rockin' HT (and because we never miss an opportunity to market).

ABOUT

If I can book a hotel in advance, why are you guys called HotelTonight?

We started with same-day booking, expanded to allow you to book up to a week in advance and then, by popular demand, expanded even further in some of our most popular cities to allow even more people to experience the joy that is booking with HotelTonight. Whether you need a room in 100 days, 100 hours or 100 seconds, we've got your back. We're all about living in the moment, and every night is tonight at some point (and yesterday is history, tomorrow is a mystery, you get the gist...)

Why would/should I use this?

Because it's the best booking experience out there, period. We save you time, we save you money and we make booking hotels fun again. Fire up the app to check out our amazing rates, great hotels and seamless booking.

What is the HT price guarantee?

We work ‘round the clock to make sure you get the best rates on HotelTonight. If you do find a lower price elsewhere (d’oh!) – and it meets all the conditions below – we’ll top up your account with HT credits equal to the difference between what you paid on HotelTonight and the lower price. We’re good like that.

What are the conditions?

Hotel prices often change – sometimes even from hour to hour depending on demand. We guarantee our price for 2 hours for same-day bookings and for 24 hours (up until the midnight before check-in) for advance bookings to give you the peace of mind to book now and get on to enjoying your hotel.

The lower rate you found must be for the same hotel, the same date(s) and the same room type that you booked on HotelTonight. The room must comfortably fit two adults (no bunk or Murphy beds) and have a private bathroom.

The lower rate must be available to the general public. AARP rates, AAA rates, military rates, corporate rates, etc., do not apply.

Rates offered through loyalty programs, through contests or as part of a travel package aren’t valid.

Rates from apps or websites where you don’t know the name of the hotel until after booking, rates from websites/apps where you name your own price and rates you must call in for aren’t valid either.

The lower rate must still be available when your claim is submitted to and processed by HT Customer Support.

The lower price you found must be more than just a difference in taxes or fees.

We do not guarantee against ourselves.

How do I submit a claim?

Email HT Customer Support either by replying to your booking receipt or sending a new email to help@hoteltonight.com.
Include the email address associated with your HotelTonight account, the price you paid for your room on HotelTonight, where you found the lower price (including a complete URL if you found the lower price on a website) and any other relevant info. If possible, please attach a screenshot to your email.

We’ll get back to you within 24 hours. Promise.

We reserve the right to deny claims that are suspicious and/or deemed to be fraudulent.

The HT Price Guarantee does not apply in the event of disasters, acts of terrorism or other events outside of HotelTonight’s control.

HotelTonight caps the amount of HT credits that can be issued as part of a claim at $400.

HT credits issued as part of a claim will be voided if the credit card charge associated with the booking is disputed. HT credits expire 1 year after receipt of those credits.

STILL NEED TO CONTACT US?

Can I email you with a question?

You bet. Email us at help@hoteltonight.com. We read everything, and will get back to you within 24 hours.

Got an idea we'd be fools to ignore?

Bring it! Email us at feedback@hoteltonight.com. Suggestions, feature ideas, app improvements, bugs, praise – we're all ears.

Can I get live help in the app?

You can, as long as you have a current or upcoming booking. If you've got a booking, tap '24/7 Customer Support.' There you'll see answers to common questions, and the option to chat or call our Customer Support team. Live chat support is currently only available in English.

What are your global customer support numbers?

United States +1-877-522-3344
Argentina +54 11 5984-2726
Australia +61 2 8294 7181
Austria +43 720 115794
Bahamas +1-855-484-4967
Belgium +32 2 588 73 65
Canada +1 844-660-0959
Colombia +57 1 5088876
Costa Rica +506-40015397
Czech Republic +420 228 883 191
Denmark +45 78 76 19 12
Dominican Republic +1 829-947-1144
France +33 9 77 55 22 98
Germany +49 30 56839067
Greece +30 21 1198 1962
Hungary +36 1 808 8733
Iceland +354-497-1206
Ireland +353 1 437 0130
Israel +972 2-372-3835
Italy +39 02 9475 2744
Mexico +52 55 4170 9329
Morocco +33-1-73-44-32-27
New Zealand +64 9-886 2326
Norway +47 815 03 179
Panama +507 836-5251
Poland +48 22 307 10 82
Portugal +351 308 802 675
Puerto Rico +1 844-660-0959
Russia +7 499 350-39-82
Saudi Arabia +966-8-111-017570
Spain +34 932 20 17 54
Sweden +46 8 446 811 62
Switzerland +41 43 508 53 22
The Netherlands +31 85 208 1104
Turkey +90 850 390 2864
United Kingdom +44 20 3389 6615