HOW CAN I CONTACT CUSTOMER SERVICE?
We're here to help!You may call us at: 1-800-270-7163
Customer Service agents are available:
Monday-Friday 6:00 a.m. - 11:00 p.m.
Saturday 7:00 a.m. - 10:00 p.m.
Sunday 8:00 a.m. - 9:00 p.m.
Pacific Standard Time
I'M HAVING ISSUES ACCESSING MY TICKET OR MY TICKET IS APPEARING AS "BLOCKED"
Please contact customer service immediately at 1-800-270-7163.
HOW DO I KNOW THAT I HAVE A CONFIRMED HOTEL RESERVATION?
Immediately upon booking, you should receive a verification email with a web tracking number starting with AON. This email verifies that you have a confirmed reservation at the hotel, and we have requested that the hotel provide us with their confirmation number that we will send to you. You should receive the hotel confirmation number within 2 business days via email. For bookings made within 48 hours of arrival, you don't need to wait for the hotel's confirmation number; just proceed to the hotel with your reservation email and the hotel will be able to retrieve your reservation using your Last Name & check-in date.
HOW DO I CHANGE MY HOTEL RESERVATION?
First, you will need your AON tracking number found on your verification email. To change your hotel reservation, you will need to cancel & rebook the reservation (see details on canceling below). Please note, with any modification of a reservation, there is a chance the availability or rates will have changed since the time you originally made your reservation.
HOW DO I CANCEL MY HOTEL RESERVATION?
You may call us at to cancel with a customer support representative. When calling, please have your AON number, the name the reservation was placed under, and the original credit card number billed.
If your account is being credited for prepayment, you should see a credit on your billing statement within 30 days of requesting the credit or on your next billing cycle. **Some hotels may impose non-refundable rate plans or fees that we are required to pass along. Such fees are highest when cancellations occur within 72 hours of your scheduled arrival date.
ARE THERE 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. As a general rule, you must cancel at least 72 hours prior to arrival or the hotel will likely charge you the first night's room + tax. In addition, the service fee that was charged at time of reservation is non-refundable and there is a $25 cancellation fee imposed for any bookings that were made at our special negotiated rates, otherwise known as "pre-paid" reservations.
Exceptions: The non-refundable service fee or $25 cancellation fee will be waived if another reservation is immediately booked with an equal or greater number of room nights with one of our Customer Service agents. Hotel terms and conditions will still apply.
HOW DO I CHANGE OR CANCEL MY ACTIVITY RESERVATION?
The majority of activity vendors have a "no cancellation" policy and tickets are non-transferable. Please check the specific Terms & Conditions listed for each activity before purchasing your tickets.
HOW DO I CONFIRM MY AIRLINE BOOKING?
Once booked online you will receive an airline confirmation via email with a Record Locator Number. Should you have any questions regarding ticketing or in the case that you do not receive your airline confirmation with e-tickets please contact the Travel Support Center at (858) 634-5559 and give them your tracking number, last name and date of travel. It is recommended that you check-in and confirm your flight reservation with the airline at least 24 hours prior to departure for domestic flights (72 hours for flights to Hawaii and International destinations).
WHAT IS THE NATURE OF A CHARGE ON MY CREDIT CARD?
The charges you will see on your credit card statement are either: Full pre-payment (special negotiated rates); or a $5.99 non-refundable service fee. In the case that only the non-refundable service fee was collected, the hotel will collect Room + Tax for your entire stay upon check-in or checkout depending upon the hotel's policy. If you canceled a fully prepaid reservation, a $25 cancellation fee may be assessed. The merchant name for any one of these charges on your billing statement will say "aRes Hotels and Tickets."
CAN I GET THE SERVICE FEE REFUNDED?
When reservations are made the one time service fee is for the processing of your transaction and is therefore, non-refundable.
HOW DO I GET DETAILED INFORMATION ON A HOTEL'S TERMS AND CONDITIONS?
For general hotel information, click on "more info" hotels, either click on the hotel name or on the "more hotel info" link which will lead you to information about the hotel property, amenities, rooms, photos, location and map. Hotel Terms & Conditions can be found once you press the "book it" button and proceed to shopping cart. Click "View" next to Terms & Conditions. If you require additional information, we recommend that you contact the hotel directly.
ARE THE RATES LISTED ONLINE THE SAME RATES QUOTED IF YOU CALL THE CALL CENTER?
Yes, however, some hotels may offer a "Call Center Exclusive" rate that is too low to publish online and only available via the phone.
WHEN CAN I EXPECT TO RECEIVE MY OFFICIAL CONFIRMATION NUMBER FROM THE HOTEL?
The hotel will provide us with an "official" hotel confirmation number within 2 business days of the reservation being made. Once we have received this, you will be sent an updated confirmation via email.
WHAT ARE THE STAR RATING GUIDELINES?
5 Star: Luxury properties are among the best hotels and resorts in the world offering elite personalized service and unsurpassed amenities. Rooms include elegant furnishings, state of the art electronics, and luxurious in-room amenities. These hotels and resorts will likely have one or more of the following onsite: full-service Spa, 18+ hole Golf Course, multiple gourmet restaurants, 24-hr room service, and a premium location near a beach/ocean, ski area or in the heart of city center.
4 Star: Deluxe properties include large, more formal hotels & boutique hotels offering top-notch service and usually include the following amenities: valet parking, concierge, fitness facility, room service, on-site or nearby gourmet restaurants, spa services. Guest rooms usually feature deluxe bedding & linens, high-end electronics, and luxurious bath products. These hotels are usually located in premium locations near shopping, dining & entertainment districts.
3 Star: Superior properties exceed the basic accommodation needs of the traveler and offer higher end hotel amenities such as room service, dining facilities, internet access, and fitness rooms. These hotels usually offer spacious rooms with superior in-room amenities, most with flat-panel televisions & in-room internet connections. Most of these properties will have an on-site restaurant offering breakfast, lunch & dinner. These hotels are usually located near popular attractions or activities, business centers, shopping/dining & entertainment districts and are often the ideal choice for family travelers.
2 Star: Moderate properties will meet the needs of travelers and consistently offer clean and comfortable accommodations with more in-room amenities than budget properties. Rooms are usually small to medium sized with a basic television, in-room phone and may include internet access in lobby. Some moderate chain hotels will offer a complimentary continental breakfast included in the room rate. These hotels are usually located near a major expressway, business center or attraction.
1 Star: Budget properties offer the basic in accommodations for the traveler. Includes hotels & motels (exterior entrances), all offer clean accommodations and meet the basic needs for overnight stays, with no-frills amenities.