Our Satisfaction Guarantee

If you are not satisfied with your hotel, we will give you a refund up to the cost of one night's stay for one room.

The only hotels excluded from this guarantee are those we rate as low or very low.

We know of no other hotel, travel agency, or reservation service that offers a guarantee like this.

NOTE: For reasons related to the COVID pandemic, many hotels have temporarily discontinued some services and amenities. We regret these changes, but they are just a part of travel today and are not covered by our satisfaction guarantee.

To Request a Refund

Simply send an email to service@hotelguides.com and tell us what happened. Please include your HotelGuides confirmation ID.

We in turn will contact the hotel to see if its managers will make things right. If they won't, we will.

If you decide not to stay at the hotel you reserved, please send us a copy of your receipt from a nearby hotel for the same night.

This guarantee is limited to the cost of your hotel room, including applied taxes but excluding optional extras. We will refund you for one room for one night, and we will do our best to find you a better nearby hotel for any additional nights.

We will not pay more than one satisfaction guarantee refund per household.