FAQs

Contact us for comments, feedback or suggestions.

For general comments or feedback: info@room77.com

For booking-related questions or feedback for Room Concierge service: support@room77.com

For mobile-related questions or feedback: mobile@room77.com

Using Room 77

Q:How do I search for a hotel?

A:

You can search by destination (i.e. San Francisco), by an exact hotel name (i.e. InterContinental San Francisco), or by a well-known attraction (i.e. Fisherman’s Wharf). Simply type in any of these parameters into the search box and click “Search.”

Q:What's the best way to narrow down my hotel choices?

A:

First, figure out what's most important to you in a hotel. Is it the location? The amenities? Second, use the filters on the left-hand side of the search results to narrow down the results. The filters are your friends! They help you refine the results to only those hotels that match your personal criteria. Third, find out more about each hotel by clicking its name. Fourth, book away!

Q:What are Special Rates?

A:

These are special rates that are available to members of AAA Auto Club or to seniors who meet a certain age threshold. When you book using either of these rates, you be required to show appropriate ID at check-in. Please note that age requirements and AAA membership acceptance rules are set by each individual hotel, not by Room 77.

Q:I click the button to book, but I'm taken off of room77.com. What happened?

A:

We've scoured the Web for the lowest rates, and offer many different booking options in order to make sure you get the best deals. When we find a site that offers the lowest rate, we send you directly to that site. If you don't like that site, feel free to come back to room77.com and explore other booking options. Whether you book with us or go to another site, we just want you to get the best deals.

Q:What does it mean to "book direct" with Room 77?

A:

It means that you're completing the hotel reservation with Room 77. When you do, you'll enjoy our unique Room Concierge service for free. The reason why we show you so many other booking options is because we always want you to have plenty of options and find a great deal - even if that's not directly with Room 77.

Q:What are all the fees listed by each hotel?

A:

We list some of the potential fees (like parking, Wi-Fi, etc.) so that you're aware of them, but that doesn't mean all of them apply to you. For instance, if you're not bringing your pet, you certainly wouldn't have to pay the pet fee.

Q:What does the "See Room Views" link mean?

A:

The "See Room Views" link takes you to a detailed page, where you can find detailed floor plans, virtual views from the rooms, and interior photos (where available).

Q:What's "Heard in the Lobby?"

A:

"Heard in the Lobby" is a collection of inside information and tips we've gathered from the concierge and hotel staff at hotels all across the world.

Booking

Q:I need help with a reservation I made. Can I talk to a human?

A:

Yes, just check the phone number provided on your confirmation email.

Q:Can I book more than one room at a time?

A:

Sure! You can book up to 3 rooms in one go.

Q:What happens after I finish booking?

A:

Expect a confirmation email from us soon after you book, usually within 15 minutes. In some cases, it may take up to several hours. Be sure to check your email spam folder, just in case the confirmation might be stuck there. If you haven't received a confirmation 24 hours after your booking, email us at concierge@room77.com.

Q:What are the age limits for children at hotels?

A:

Many hotels qualify children as 18 and under. However, it's best to read the hotel's policies carefully before booking, because age limits can vary.

Q:Why is Room 77's price sometimes lower or higher than other providers?

A:

Prices depend on supplier relationships and inventory, so there are times when our price is higher or lower than other booking options. Luckily, we're committed to transparency, which is why we show you our prices and other providers, even in cases where we don't have the lowest price.

Room Concierge Service

Q:What is the Room Concierge service?

A:

Room Concierge is a free service that helps you identify a hotel room matching your preferences. When you book a hotel with Room 77, you tell us what type of room attribute is most important to you -- whether it's the size, noise level or view. Combining cutting-edge technology and our unique insights about hotels, we know which rooms offer the attributes you're looking for. Our Room Concierge team then works on your behalf to get you into the right room. Learn more.

Q:How does the Room Concierge process work?

A:

When you book with Room 77, you'll select your room preferences as part of the booking process. Our Room Concierge team identifies the best rooms for you, and requests those on your behalf. 24 ~ 48 hours prior to check-in, you'll receive an email from our Room Concierge team with an update about your room.

Q:Does the Room Concierge guarantee that I'll get a certain room?

A:

No. While we always let the hotel know of your room preferences, the hotel has final say on which room you're assigned; rooms can change based on availability, right up until the time you check-in. That's why it's also important to reiterate your preferences when you check in.

Q:How much does it cost?

A:

Nada, zip, zero -- it's completely free!

Q:Can I use this service for any hotel?

A:

No, this service is provided for hotels booked with Room 77, classified as 4 ~ 5 stars, or for reservations that total more than $400. Room Concierge isn't included with hotels you book with any partner sites (i.e. Booking.com, Orbitz, etc.), or those that are classified with a star rating less than 4. In other words, we can't help you out at that 2-star motel.

Q:Why should I care what room I get?

A:

Simply put, rooms aren't created equal. Two rooms within the same category, offered at the same price, can provide vastly different experiences. And let's face it -- it's always a gamble when you show up at the hotel front desk. That's where the Room Concierge team comes in -- to stack the odds in your favor for a better room.

Q:So Room 77 will get me the penthouse suite, even if I booked a standard room -- right?

A:

Hey, we're good, but we're not in the genie business. If you booked a standard room, we'll try to get you into a standard room that best meets your preferences.

Q:Can I update my room preferences?

A:

Yes, you can update your room preferences, as long as it's at least 48 hours (2 days) prior to your stay; click the Room Concierge link included in your email confirmation, or email our Room Concierge team at concierge@room77.com. Keep in mind that the sooner you let us know, the more likely it is that the hotel will be able to accommodate your requests.

Payment

Q:When I book on Room 77, how will it appear on my credit card statement?

A:

Room 77 works with multiple transaction partners. When you book on room77.com, the charge may appear as one of our transaction partners, including: EAN, Expedia, Hotels.com, TravelNow, TSP and others. If you follow a link to another site (meaning that you leave room77.com), the charge will appear as that site.

Q:Will my card be charged at the time of my booking?

A:

That depends on which hotel you've booked. Some hotels only require a credit card to hold the reservation, and allow you to pay when you arrive at the hotel. Other hotels require you to pay upfront. Please be sure to read the details for each hotel carefully before you book.

Q:I canceled my hotel stay in time, but I prepaid and it's eligible for a refund. When will I receive my refund?

A:

If you've booked a fully refundable rate, we'll process your refund within a few days of your cancellation. Most credit card companies will post the refund to your account within one to two weeks and to your statement within one to two billing cycles. If you don't see the proper amount on your credit card statement after two billing cycles, please let us know at concierge@room77.com.

Q:I booked a hotel that doesn't require prepayment. If I cancel the reservation in time, will I be charged anything?

A:

It depends on the cancellation policy for the hotel you booked. Some hotels don't charge anything, while others charge some sort of cancellation fee.

Changes/Cancellations

Q:What is Room 77's cancellation policy?

A:

Room 77 doesn't charge a fee to change or cancel your reservation. However, the hotel and rate you booked may have a separate cancellation policy and fees which Room 77 is required to pass on. We provide the cancellation policy for each hotel in several places throughout our site, as well as in your booking confirmation email.

Please note that some room types are fully non-refundable from the time they're booked. Additionally, hotels will generally charge a fee if cancellation occurs within 48 to 24 hours of your scheduled arrival. Rules vary by hotel and room type, so it's important to check the rules associated with your booking.

Q:How do I cancel my reservation?

A:

Cancellation instructions are included in your email confirmation. Click the cancellation link in your confirmation email and follow the instructions. If you encounter problems, email us at concierge@room77.com.

Q:I canceled my hotel stay in time, but I prepaid and it's eligible for a refund. When will I receive my refund?

A:

If you've booked a fully refundable rate, we'll process your refund within a few days of your cancellation. Most credit card companies will post the refund to your account within one to two weeks and to your statement within one to two billing cycles. If you don't see the proper amount on your credit card statement after two billing cycles, please let us know at concierge@room77.com.

Q:I booked a hotel that doesn't require prepayment. If I cancel the reservation in time, will I be charged anything?

A:

It depends on the cancellation policy for the hotel you booked. Some hotels don't charge anything, while others charge some sort of cancellation fee.

Q:How do I change my reservation?

A:

You can change your reservation by canceling and rebooking it on room77.com. Please be sure to check the hotel's cancellation policies before doing so. Also note that we can't guarantee the same room availability or price as your original reservation.

Troubleshooting

Q:I used the filters, but now I don't see any hotels. What happened?

A:

It's possible you got a little carried away with the filters; if you select too many of the filters, there may not be any hotels matching those criteria. Try your search again using fewer filters.

Q:Why does the hotel think I booked on Expedia or Travelnow or Hotels.com?

A:

We work with multiple transaction partners who use their reservation system to process the back-end transaction with the hotel. However, all Room Concierge requests are handled solely by Room 77.

Q:When I go to book a hotel, the option to book with Room 77 isn't available. Why?

A:

It's possible rooms aren't available for us to make available to you. Assuming the hotel isn't sold out, you always have the option of choosing any of the other booking options we list.

Q:I have a question about my reservation. What should I do?

A:

Find your email confirmation with the details of your reservation. On there, you'll find contact details for the hotel or booking partner you should contact for help.

Q:I booked several rooms under different guest names, but the hotel only has my name on the reservation. What should I do?

A:

Please be aware that some hotels may only recognize one name. Should you need to contact the hotel regarding your reservation, be sure to have all guests' names on hand.

Q:I'm having trouble with your site and wanna tear my hair out! What should I do?

A:

First of all, we want you to keep your hair. So take a deep breath and relax. Second of all, we absolutely want to help you. Email us at concierge@room77.com, and a Room 77 team member will respond as quickly as possible.

Mobile

Q:Where can I download Room 77's iPhone or Android app?

A:

You can download it for free on the Apple App Store or on Google play.

Q:Will the iPhone or Android app work offline?

A:

No. You'll need to be connected to the Internet via at least 3G or Wi-Fi.

Q:Can I book a hotel using the iPhone or Android app?

A:

You sure can! Our iPhone app and Android app support hotel search and booking for more than 200,000 properties worldwide. Mobile users are afforded the convenience of booking a hotel on the go, while still accessing the same great rates and many of the features that are available on the Web.

Q:Do you have an iPad app?

A:

Hold onto your hats because our iPad app is coming soon! Until then, you can get your Room 77 fix by downloading our iPhone app onto your iPad.