Hotels

Q: How do I book a hotel?
A: You can book directly through the Platinum Travel Portal or mobile app. Simply search by destination and dates, then select from the available rate options.

Q: What’s the difference between prepaid and pay-at-hotel rates?
A: Prepaid rates are charged at the time of booking and are often less flexible, but may be cheaper. Pay-at-hotel rates are charged at the property and are usually eligible for loyalty points and benefits.

Q: Can I make special requests (e.g., early check-in, late check-out, specific bed type)?
A: Yes. You can add special requests during booking in the portal or app. Requests are subject to hotel availability.

Q: Why do I see a different rate direct with the hotel online?
A: Offering the best rates possible is a priority. Rates in the portal are always either going to be the same as online or less. If you notice a discrepancy, it's usually due to the flexibility of the rate we are offering according to your company's travel policy. If you believe there is a still a discrepancy, please send over screenshots of the disparity so we can look into it.

Q: Do I need a credit card at check-in?
A: Yes. Even if the room is prepaid or covered by a corporate card, hotels require a credit card in your name for incidentals. This is a temporary hold and is released upon check out.

Q: What if my company uses a central card?
A: For pay-at-hotel rates, Platinum Travel pre-authorizes the corporate card with the hotel to cover the room rate & taxes/fees. At check-in, you’ll only need a personal card for incidentals.

Q: Are hotel taxes and fees included in the rate?
A: Most rates include standard taxes and fees, but some local charges (e.g., resort fees, city taxes) must be paid directly at the property.

Q: What is the cancellation policy?
A: Policies vary by property and rate type. You’ll see the cancellation terms during booking and in your trip confirmation.

Q: Will I earn loyalty points on my booking?
A: Prepaid rates are often not eligible for loyalty points or elite benefits. Pay-at-hotel rates are typically eligible.

Q: What should I do if there’s an issue with my room?
A: Report it to the hotel front desk immediately. If the issue isn’t resolved, contact Platinum Travel support for assistance.

Q: Can I extend my stay after check-in?
A: Extensions are subject to availability. You can request through the hotel directly or contact Platinum Travel for assistance with modifications.

Q: What happens if I check out early?
A: Some hotels may charge for the full stay, depending on the rate rules. Always check your booking terms or confirm with the front desk before departing early. Contact Platinum Travel directly if you require assistance.

Q: Where can I get my hotel receipt?
A: A price breakdown of your trip is available in the Platinum Travel Portal under “Trips.” For an official hotel folio/receipt, request it at checkout or contact Platinum Travel support.

Q: Why does the hotel receipt sometimes show a different total than the portal?
A: Differences may occur due to local taxes, fees, or incidental charges billed directly by the hotel.