Frequently Asked Questions

Answers to common questions regarding booking hotel reservations online.

How will I be contacted?

Our preferred way of contacting you is by email. Please check to see that we have your correct email address. If for some reason we cannot reach you via email we will attempt to call or fax you. Again, we need your correct phone and fax number (include area/city/country code).

What do I need when contacting you?

Always include your TravelNow.com Request Number.

What does it cost to use Project Oaktree Travel Center?

There is no cost to use TravelNow. We are paid a commission by the hotels, car rental agencies, and airlines.

Hotels Frequently Asked Questions

How do I reserve my hotel room?

The reservation process we have established is very simple. After you select the hotel you would like to stay at, you will need to click the "Prices and Availability" button in order to see if the hotel is open on your dates, and what the rate types are that are available for you to choose from.

1. After room types and rates are returned to your screen, you will be able to choose the rate you desire by reading the room info on the right side of the table, then clicking on the actual rate on the right side of the table.

2. After you have selected your desired room type, you will be taken to a "TravelNow Secure Reservation Request" form. There you will need to review the "Reservation Information" and fill in the blanks on the "Customer Information" section.

3. The last part of the "Customer Information" section will ask you if you would like your reservation to be handled by the "Auto Booker" or a "Live Agent." If you have special requests for TravelNow or the Hotel, your reservation will need to be handled by a "Live Agent", or human travel agent, to make sure that your request receives the proper attention. If you are happy with the room type you have selected, and would like your confirmation number to be returned to you in seconds, please select "Auto Booker" and the Project Oaktree Travel Center reservation system will return a response to you in seconds! After you fill out all of the needed information, please press the "Continue" button.

When do I have to include my credit card number?

On the room types that require a credit card guarantee, you will be required to submit a credit card number at the time of booking. The hotels need your credit card number to hold your room and to send a confirmation number

Your credit card will not be charged until you check out of the hotel unless the room type you selected states that a deposit is required.

We DO NOT charge a service fee to use TravelNow's hotel reservation & search engine. Cancellation terms may vary from hotel to hotel.

We highly recommend using a credit card to guarantee your stay, for the majority of the hotels will not hold rooms without credit cards.

For your security, Project Oaktree Travel Center utilizes Netscapes secure commerce server which encrypts the credit card number, coding it into a non-usable form.

When I submit my reservation, where does my request go?

All requests going through the "Auto Booker" will be responded to, on your screen, within seconds of your request. All "Live Agent" requests arriving between 9 am and 9 pm will be responded to within a few hours. After 9 pm on Monday-Friday, and after 5pm on Saturday and Sunday, requests will be responded to on the next business day. All times are Central Standard Time, -06:00 Greenwich Mean Time.

Some hotels do not confirm reservations immediately (most foreign and some domestic). In this case, you will receive a letter from us without a confirmation number. Your reservation IS NOT confirmed until you receive a confirmation number from us. When we receive the confirmation number, it will be forwarded to you.

How long will it take TravelNow.com to respond to my reservation request?

All requests arriving between 9 am and 9 pm will be responded to within a few hours. After 9 pm on Monday-Friday and after 5pm on Saturday and Sunday will be responded to on the next business day. All times are Central Standard Time, -06:00 Greenwich Mean Time.

How do I check on my request for a hotel?

If your booking was made using the "Auto Booker" you will be able to see your reservation details on the screen immediately following your request. In addition, you will be sent an email with the same information. If your booking was made with using the "Live Agent" option, your booking will be processed through TravelNow and finalized by email, which will contain the confirmation number, hotel address and phone number, as well as TravelNow.com's email address (reply@travelnow.com). Always feel free to contact them for any inquiries regarding your request, for fastest service please include your "TravelNow.com RequestNumber" which you will receive after you submit your booking.

What about the special discounts?

Most of the participating properties offer "TravelNow.com Preferred" rates to our users. These rates offer substantial savings but are subject to availability, and may carry certain requirements as to dates they may apply. Rates do not include taxes and may vary due to seasonal changes or special events. Due to the nature of the hotel industry, rates and applicable discounts are constantly changing.

"I'm looking for a hotel in Los Angeles. Can you help me?"

Our reservation agents are unable to do individual searches for clients due to the high volume of resrveations coming in. We recommend using our site to search for availability and rates at over 30,000 hotels around the world.

Is there a hotel shuttle service to/from the airport?

Many properties do offer shuttle service to/from the airports. This should be listed in the Info section of the hotel listing. Often there is a charge for this service.

Is there parking available? Free parking? Long-term parking?

Most properties do offer free parking to their guests. Long-term parking is offered at the discretion of the hotel (often in conjunction with park and fly rates). This will be listed in the Info section of the hotel description.

Can I specify where I would like my room located (floor, pool, etc.)?

The hotel will do their best to accommodate special requests. We cannot guarantee room location because it is subject to availability at the hotel.

Three adults will be staying, but your form only allows two. Is there an extra person option/charge?

Most hotels allow additional adults to stay in the rooms, at a charge (usually between $5.00-$20.00 each). Some hotels have a limit on how many people can stay in a room. This will be listed in the Info section of the hotel description.

Our children will be with us... do they stay free?

Usually children under 12 stay for free in the parent's room using the existing bedding. The age requirement differs with every hotel. This will be listed in the Info section of the hotel description.

Are roll-away beds/cribs available? Is there a charge?

Most hotels do offer roll-away beds and cribs (typically at a charge between $5.00-$20.00 each). Some hotels have restrictions on what room types will allow roll-away beds. This will be listed in the Info section of the hotel description.

I don't have 24 hours to wait for a confirmation. What can I do?

Typically, all hotel reservations are made in real time. It should take a few seconds to receive your confirmation from TravelNow.com. Certain things can cause delays. In this case, you will receive a letter from us without a confirmation number. When we receive the confirmation number, it will be forwarded to you. Additionally, if there is a special request or rate change associated with your reservation, the request will be sent to a live agent. While we ask for 24 hours, it usually doesn't take that long. If you cannot wait, you may need to contact the hotel directly.

Are taxes included in the rate?

Taxes and miscellaneous charges are not included in the room rate. The tax rate at the hotel is listed in the Info section of the hotel description.

Is the room rate per person or per night?

The room rate is per night. It's for one person if you selected one person and it's for two people if you selected two people.

What are the directions to the hotel?

The directions to the hotel are listed in the Info section of the hotel description.

Is breakfast included?

Many hotels do offer free breakfast. This should be listed in the Info section of the hotel listing. Often this is a continental breakfast or just coffee and donuts.

Is there a waiting list for sold out hotels?

In certain instances, Project Oaktree Travel Center can make reservations at sold out hotels in some major cities. For other locations, Project Oaktree Travel Center does not maintain a waitng list. If you want to be placed on a waiting list, you will need to contact the hotel directly.

I'm attending a conference at the hotel and should receive a discounted rate. How do I get this?

The rates displayed are the only rates available to Project Oaktree Travel Center for reservations. If you are entitled to receive any special discounts, you will need to contact the hotel directly.

Special sold out availability reservations - when will my reservation be at the hotel?

It takes a minimum of 24 hours before your reservation details show up in the hotel computer system. As these rooms are booked through a consolidator, your name will not show up at the hotel until a week before your arrival date. Rest assured, the room is booked, the hotel just doesn't know that you will be the person staying in it.

Once I have made my reservation, will I receive any written confirmation from the hotel?

No. The confirmation you receive from TravelNow.com is all you will need. It displays your TravelNow request number, the hotel information, the rate, your confirmation number, and the hotel's cancellation policy.

What credit card types are accepted for guarantee/deposit?

The card types accepted for guarantee/depoit will be listed in the Info section of the hotel description

My card number is correct, but the hotel is not accepting it. Why?

There are a few possibilities:

    1- Your card type is not accepted at the hotel.
    2- The card expiration date precedes the reservation date.
    3- You have reached your credit limit.
    4- There is a computer error.

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