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Frequently asked questions

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  • What is HotelSlash?

    HotelSlash is service that helps travelers save money on their hotel reservations by constantly looking for lower rates. HotelSlash offers negotiated, members-only, deeply-discounted rates that are not available to the general public on over one million properties around the world. HotelSlash applies advanced algorithms to find a lower price for the exact same property and room type you booked. In some cases, we may even find you an upgraded room for less! It’s like price protection on your hotel reservation.

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  • How does HotelSlash work?

    Using HotelSlash couldn’t be simpler! Just forward us the hotel confirmation email from the site you originally booked at (refundable reservation only), and we’ll monitor your hotel’s rates and alert you of any price drops. Forward your booking confirmation to save@hotelslash.com to get started!

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  • Are all taxes and fees included when I book with HotelSlash?

    For our customer's convenience, and to avoid surprises during booking process as well as hotel checkout, we include all possible taxes and fees that can be included. However, there are certain taxes and/or fees like local city taxes or resort fees (aka property, destination, or facility fees) that we may not be able to include at the time of booking and might therefore be payable at the hotel. These are the types of fees that you would pay regardless of which website you booked with, including directly with the hotel. Note that we will clearly display any additional fees payable at the hotel in the booking conditions during the checkout process wherever possible for maximum transparency.

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  • What happens once HotelSlash finds a lower price?

    Once HotelSlash finds you a lower price, you'll get an offer email from us with the details. Click on it as soon as you can (prices change often) and you will be redirected to HotelSlash's booking page where you can select and book a new hotel room at a lower price. HotelSlash will always look for rooms that are the same or better than your original booking, however, it’s important to confirm any details that are important to you including room type, bed type, meal plan, view, and cancellation policy. Please review the new reservation carefully prior to booking. If you have booked a refundable reservation with us, HotelSlash will continue to track your new lower-priced reservation for further savings right up until the free cancellation period expires.

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  • Will HotelSlash cancel my original reservation for me when I rebook through HotelSlash?

    No, not at this time. We want to make sure we don’t accidentally cancel any reservations you may need as they can’t be reinstated. If you’ve booked a new lower-priced reservation with HotelSlash, you will want to cancel the other more expensive booking with us or the website you originally booked at so you don’t get double charged. Please make sure to do so once you’ve received your new confirmation email from HotelSlash.

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  • Do I need to submit my new HotelSlash reservation for tracking again?

    No need, we’ve got it! HotelSlash will automatically continue to track your new lower-priced reservation until the free cancellation period expires. We’ll notify you via email if we find further savings.

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  • Will you track my reservation for lower rates if I’ve booked a non-refundable reservation?

    No, because even if we were to find a lower rate for you, you would not be able to cancel your previous reservation without incurring a penalty cost. Price tracking only makes sense with refundable reservations which is why we encourage our customers to book refundable deals wherever possible.

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  • What happens if I choose not to re-book my reservation?

    Nothing at all. You'll still have the same reservation as you did before. HotelSlash will never change or cancel your existing hotel reservation. HotelSlash will continue to look for better deals until the free cancellation period expires so passing on a particular deal doesn’t mean that we’ll stop looking for even better rates. Please note that you may unsubscribe from tracking of any reservation using unsubscribe link at the bottom of our offer email.

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  • Why have you not found me a better deal yet?

    While HotelSlash is constantly on the lookout for lower rates, sometimes it will not be possible to find a better deal as rates depend on a variety of different factors. The earlier you book, the more likely you are to save, but it’s possible you booked at a low point and prices have only risen from there.

    The good news though is that you can rest easy knowing that you got the best deal available. If we can’t find you a lower rate, then pat yourself on the back—you did well! Note that we typically recommend booking as soon as your travel plans finalize so there is plenty of time for us to look for better deals. Just be sure to book a refundable reservation so you’re not locked in and you can take advantage of any lower rates we may find.

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  • Why do I have to book elsewhere and then track my reservation with you. Can’t I book with you from the get-go?

    At this time, our website supports tracking of existing reservations only. If you have not booked a room yet and need assistance with a new booking, please contact our customer service team help@hotelslash.com for further assistance.

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  • Where is my new reservation confirmation email? How do I know that my new booking went through?

    When you successfully complete a hotel booking with HotelSlash, you will see confirmation page on our website. A confirmation email will follow within a few minutes. The confirmation email will be sent from save@hotelslash.com.

    Note that in addition to the confirmation email you should also have received a voucher email which has your reservation details. While the hotel you booked should be able to look up your reservation by your name, it’s helpful to have the voucher email handy in case of any issues.

    If you don’t see an email from us in your inbox, our email may have mistakenly ended up in your spam or junk folder, so remember to check there as well. If you have difficulty locating your confirmation or voucher email, please contact us at help@hotelslash.com and we’ll be happy to assist you further.

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  • Can I cancel my reservation?

    If your reservation is refundable and you’re still within the cancellation window (shown on your original confirmation email) you can cancel via our website. Click View/Cancel Reservation to view your recent bookings. If you have more than one pending reservation, review them carefully before deciding which one to cancel. Then click the "Cancel" button. You will receive a cancellation number immediately. This number will also be emailed to you for your records.

    If your booking is refundable and before cancellation expiration date, a full refund will be issued. Refundable bookings that are past cancellation expiration date may be still cancellable and partial refund may be possible per the cancellation policy.
    Non-refundable bookings unfortunately cannot be cancelled or re-booked without still paying the full rate. For maximum flexibility we advise booking refundable reservations that allow for free cancellation until cancellation expiration date.

    If you will not be able to use your existing reservation at all, and a refund is not possible, you may be able to list your booking with Roomer.com to try to resell it through them. Note that Roomer is a 3rd party service that is not affiliated in any way with HotelSlash.

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  • Can I change my reservation?

    Changes are unfortunately not possible. If your reservation is refundable and you’re still within the cancellation window you can cancel (see above) your existing reservation and re-book a new reservation.

    If your reservation is non-refundable, and you wish to extend your stay, you can book a new reservation for the additional days, but the existing reservation cannot be changed or refunded.

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  • I accidentally booked reservation for the wrong dates, can I change my reservation?

    Changes are unfortunately not possible. If your reservation is refundable and you’re still within the cancellation window you can cancel (see above) your existing reservation and re-book a new reservation.

    If your reservation is non-refundable, and you wish to extend your stay, you can book a new reservation for the additional days, but the existing reservation cannot be changed or refunded.

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  • How long will it take to get my money back, after I cancel a refundable booking?

    It typically takes 3 to 7 days for a refund to appear on your credit card account but can vary based on your bank’s processing time.

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  • What should I do if my payment did not go through?

    Typos are the leading cause of credit card problems. Please check that you have entered all of the following pieces of information accurately:

    • Credit card number
    • Expiration date
    • CVV/CVC Code
    • Cardholder’s name
    • Cardholder’s full billing address including zip/postal code


    If you are certain all of this information above was entered correctly, please call your card issuer at the phone number shown on the back of your credit card for assistance. They will be able to tell you if your charge was blocked or if there is some other issue.

    If your credit card issuer does not show any issue and you still have difficulty, feel free to reach out to our customer support team at help@hotelslash.com for further assistance.

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  • What currencies do you accept and why is the payment processed in USD?

    In order to keep our costs low, and be able to offer the best available rates, we are only processing payments in USD at this time. We are planning to process payments in other currencies in the future.

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  • What forms of payment do you accept?

    We accept Visa, MasterCard, American Express, and Discover.

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  • Is there an extra charge if more than one adult stays in the room?

    Each hotel has their own policy on number of guests per room so it can vary from one hotel to the next. Hotel policies are shown at the time of booking, and it’s important to review the number of adults and children listed in your reservation details to ensure the information is correct. Rooms are only guaranteed to accommodate the number of listed occupants.

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  • Do children stay free of charge?

    Whether children can stay free of charge depends on the specific hotel's policy. Some hotels may allow up to two children to stay free of charge together with their parents, other hotels may add an additional fee depending on each child’s age. Feel free to reach out to our customer support team at help@hotelslash.com if you have specific questions on policies at a particular property.

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  • How can I add an extra guest to the booking?

    Please contact our customer support team at help@hotelslash.com with your request. Note that each hotel has its own policy with regard to the number of guests allowed in a room, and it may vary from one hotel to the next, so requests cannot be guaranteed but we’ll do our best to assist you.

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  • Who can check-in to the hotel and what to bring with?

    Any adult whose name appears on the reservation should be able to check-in to the hotel. For security purposes, hotel reception will ask to see photo identification and will also require a major credit card for room incidentals at check-in time.

    It’s always a good idea to bring a printed and/or electronic copy of your voucher as a visual reference, though it’s typically not required to check in. Your confirmation number or booking number will not necessarily be the same as the reservation number at the hotel.

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  • When is hotel check-in/check-out time?

    Sometimes hotels provide this information to us and you can view it in our booking remarks. However, if not available, you'll need to contact the hotel directly for information about their check-in and check-out times for your reservation. Typically, check-in is between 2:00 PM and 3:00 PM, and check-out is at noon, but this can vary from hotel to hotel. Early check-in and late check-out services are sometimes available, but are subject to the hotel's policies and may incur an additional cost.

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  • Can I check-in on different day than is on my confirmation?

    Your reservation is guaranteed for arrival on the confirmed check-in date only. If you don't check-in to the hotel on the first day of your reservation and you do not alert the hotel in advance, the remaining portion of your reservation will be canceled and you will not be entitled to a refund.

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  • Can I use my hotel loyalty membership number?

    While it’s not possible to enter your hotel loyalty program member number at the time of booking, many hotels will accept it at check-in or check-out time. While earning loyalty points on your booking is not guaranteed, it’s certainly worth asking the hotel if they will add your member number for you.

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  • Who sees my booking details? Is my information secure?

    Your booking information is secure and only available to you or a person you choose to share your booking details with. We will never sell or share your information with any third parties. Please see our Privacy Policy for more information or email us at privacy@hotelslash.com with any concerns.

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  • Couldn't find an answer to your question?

    Please contact our customer service team help@hotelslash.com.

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  • Other frequently asked questions