Why did my HotelTonight reservation come in with a name but no email address or phone number?
HotelTonight doesn't currently support sending the guest's contact information through a channel manager. This is a HotelTonight policy that ThinkReservations cannot control. HotelTonight doesn't share this information with the property. Instead, make sure your profile on HotelTonight asks your guests who book through HotelTonight to reach out to the property for check-in instructions.
Can I move my HotelTonight guest into another room?
Guests who book rooms on HotelTonight don't know the name of the room or the type of room they are getting. If you need to move a guest, you can put them into another room without worry.
Do guests know what unit or room type they will be put in?
No. The guest doesn't know exactly what room type they will be in. You and your staff will be able to see what room a HotelTonight guest is put in.
Why do I only see one room available on HotelTonight?
HotelTonight only shows the lowest-priced room type that is available. Once that room type is booked, it can take approximately 5 to 10 minutes for inventory to reload and for the property's next available room to show on the app.
Why did I get an email from HotelTonight that my availability is sold out, but I still have rooms available?
On HotelTonight, it currently takes about 5-10 minutes to load availability for the next room.
What if a guest wants to cancel?
As with other OTAs, have the guest contact the site where they booked. In this case, HotelTonight customer service can be reached at (844) 820-6066. This is the same phone number that properties use for support. HotelTonight makes it very clear to the guest that all bookings are non-refundable unless your HT profile says otherwise or in the case of extenuating circumstances.
Some of my units can hold more than two guests. Does HotelTonight support this?
Rooms you share on HotelTonight must all accommodate at least two guests. If additional guests are subject to an additional charge, please note this in your property's profile on HotelTonight. If any additional guests show up, you will need to charge them accordingly when they check-in.
Does the cutoff time I have in the ThinkReservations Booking Engine settings affect HotelTonight?
No, the Booking Engine settings in ThinkReservations are for the ThinkReservations online booking engine only. HotelTonight has its own default same-day cut-off settings. Contact your HotelTonight Market Manager if you would like to change the same-day cutoff time for your property on HotelTonight.
Does HotelTonight support a cleaning fee?
If your property has a cleaning fee, reach out to your HotelTonight Market Manager about adding your cleaning fee.
Does HotelTonight support a resort fee?
Yes, HotelTonight supports adding a resort fee for your property. The resort fee will be displayed to customers on HT and must be collected on-site by the property.
Some of my rooms are pet-friendly. Can I specify which rooms on HotelTonight?
No. Unless all of the rooms are pet-friendly, don't mention in your profile that your property is pet-friendly because the room they get might not be a pet-friendly room.
Is it possible to connect multiple rate types to HotelTonight?
Yes. HotelTonight currently supports mapping multiple rate types to HotelTonight. Please contact your HotelTonight Market Manager for details.
Does HT support restrictions like minimum nights?
Yes, HotelTonight supports minimum nights and other restrictions. The restrictions are programmed on the rate type(s) you have associated with HotelTonight. Edit these restrictions in the Rates & Restrictions tab of the rate type in ThinkReservations.
Why does it look like my restrictions are not coming over from ThinkReservations to HotelTonight?
Your restrictions are being sent over. HotelTonight is working to improve how these are displayed in HotelTonight property settings.
How do I set or change my cancellation policy or deposit policy?
All HotelTonight Reservations are paid in full by the guest at the time of booking. HotelTonight's standard policy is that all reservations are non-cancellable. Guests are clearly informed before checkout that bookings are non-refundable (unless the hotel's profile says otherwise or in case of extenuating circumstances).
Are there other payment options available for HotelTonight to reimburse me?
HotelTonight currently only supports the Virtual Credit Card (VCC).
Can I charge the VCC right away?
Virtual cards are authorized to be charged on the day of check-in. HotelTonight’s standard policy is that all reservations are non-cancellable (except in case of extenuating circumstances). We recommend that you set the Cardholder Name to "HotelTonight".
Why did I get an email from ThinkReservations that says the card is invalid for this booking?
The email is triggered because there is no credit card on file for this reservation. This is because HotelTonight doesn't send the credit card to ThinkReservations. We will be suppressing this email in a future update. That email is a reminder to charge the virtual card.
Does the VCC expire?
You must charge the VCC within 6 months or risk forfeiting the funds.
What if a guest would like to purchase something, or I need to charge the guest beyond the room charges?
It's advised that you retain the guest's credit card upon arrival for incidentals and other charges. The VCC you have on file is only good for the room charges.
What are the commissions and fees associated with using HotelTonight?
HotelTonight will charge a standard commission. ThinkReservations will charge a commission of 3%.
Does HotelTonight collect and remit taxes directly to the government?
Depending on where your property is located, HotelTonight may collect some of all applicable taxes on bookings made directly through the HotelTonight platform. HotelTonight will collect these taxes from each guest and remit them directly to taxing authorities on your behalf. If your property is located in a jurisdiction where HotelTonight collects and remits or all taxes on your behalf, and to prevent double taxation of the guest, you will need to have the connected rate type set up not to collect those taxes or manually mark those reservations as exempt. Please reach out to ThinkReservations support for help with this update.
How do I contact HotelTonight for support?
You can reach HotelTonight via email at hotelhelp@hoteltonight.com or via phone at (877) 522-3344.